Digital Enablement Systems are the building blocks for customer facing applications, interactions and experiences. Traditionally these systems were classified as business support systems (BSS), with monetization and customer engagement being the two primary segments within BSS. Appledore Research’s Digital Enablement program has a broader focus than traditional BSS systems. The 2024 Digital Enablement market share report uncovers CSP spending patterns within the segment beginning with breakdown of traditional BSS segments. This reports breaks down the two primary segments, monetization and customer engagement and four primary sub-segments: billing, charging, policy and mediation. The customer engagement segment is divided into three primary segments: Sales, customer service and marketing.

In 2024, CSPs’ ongoing modernization of customer-facing and back-office systems drove net increases in sector investment. Globally, spending on digital enablement systems, excluding professional services, reached $11.76 billion, an increase of 3% year-on-year. This digital enablement segment, spanning CSPs front and back-office systems, is a highly strategic segment given its impact on influencing engagements with customer and enterprise.

Companies referenced in this report include: Aria Systems, Amdocs, Avaya, CSG, Digital Route, Ericsson, Huawei, Netcracker, Nokia, Oracle, Pegasystems, SAP, Salesforce.