TechValidate Research on Syniverse

12 Charts


Syniverse Customer Research

Overall Experience – Enterprise Customers

Thinking about your OVERALL experiences with Syniverse’s products and services, which of the following best describes your OVERALL experience with Syniverse?

Excellent
29%
Very Good
48%
Good
13%
Fair
6%
Poor
3%

Syniverse Customer Research

Overall Experience – Carrier Customers

Thinking about your OVERALL experiences with Syniverse’s products and services, which of the following best describes your OVERALL experience with Syniverse?

Excellent
25%
Very Good
54%
Good
18%
Fair
2%
Poor
1%

Syniverse Customer Research

How would you rate Syniverse in the following areas?

Excellent Very Good Good Fair Poor
Value of Products and Services versus Cost

12%

39%

34%

10%

5%

Customer Support

40%

39%

17%

2%

2%

Sales/Account Team

33%

41%

21%

4%

1%

Implementation Process

23%

50%

23%

3%

1%

Product/Service Training

24%

42%

25%

6%

3%

Syniverse Customer Research

Thinking about your OVERALL experiences with Syniverse’s products and services, which of the following best describes your OVERALL experience with Syniverse?

Very Good
54%
Excellent
25%
Good
17%
Fair
2%
Poor
1%

Syniverse Customer Research

Syniverse Customer Satisfaction

How would you rate Syniverse in the following areas?

Excellent Very Good Good Fair Poor
Value of Products and Services versus Cost

12%

39%

34%

10%

5%

Customer Support

40%

39%

17%

2%

2%

Sales/Account Team

32%

41%

21%

5%

1%

Implementation Process

22%

51%

23%

3%

1%

Product/Service Training

24%

42%

25%

6%

3%

Syniverse Customer Research

How quickly did you see a return on your investment in Syniverse compared to vendors you have worked with in the past?

6-12 months: 60%
0-5 months: 20%
12+ months: 20%

Syniverse Customer Research

What were the most valuable aspects/features of Syniverse in your decision to choose Syniverse over other vendors you evaluated?

Price point compared to offered features/services
45%
Relationship & communication with the Sales Rep
42%
Integration and compatibility with current technology and tools
35%
Expansive technology features and capabilities
22%
Larger network enabling greater customer reach
18%

Syniverse Customer Research

Which of the following statements do you agree with?

Syniverse offers better value for the services offered compared to competitive solutions.
42%
Syniverse has subject matter expertise beyond what is offered by competitors.
35%
Syniverse’s reach is more widespread than competitors.
35%
Syniverse’s support exceeded my expectations compared to similar vendors I have worked with in the past.
35%
I would recommend Syniverse because of its superior integration capabilities.
24%

Syniverse Customer Research

What benefits have you experienced, or expect to experience, as a result of working with Syniverse?

Improved efficiency of business processes
48%
Reduced costs
46%
Improved customer experience
40%
Proactive versus reactive management [support, consulting, troubleshooting, etc.]
35%
Additional revenue streams
14%
Improved return on software/solution investment
6%
Other
8%

Syniverse Customer Research

What features of Syniverse do you value the most when compared against competitive solutions?

Performance, scalability, and flexibility of implementation
60%
Breadth of capabilities and support
52%
Centralized management across a distributed environment
21%
Integration with organizational tools currently being used
17%

Syniverse Customer Research

What challenges were you experiencing with your previous vendor(s) that prompted you to evaluate Syniverse?

Quality of service, classes of service support, SLAs
25%
Customer service web portal availability
16%
Network coverage
13%
Intelligence about interoperability with other operators
10%
IPX Network reporting and monitoring
8%
LTE roaming service reach
7%
Readiness for VoLTE roaming
7%
Security of the IPX network
3%

Syniverse Customer Research

Which vendors did you evaluate or replace prior to selecting Syniverse?

Comfone
24%
BICS
15%
SAP
11%
Vodafone Carrier Services
9%
iBasis
6%
Orange Wholesale
5%



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