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Orange, BT, Tata: Customer-Approved SIP Trunk ProvidersOrange, BT, Tata: Customer-Approved SIP Trunk Providers

Eastern Management Group satisfaction survey identifies five enterprise favorites for SIP trunking.

John Malone

October 16, 2019

3 Min Read
Orange, BT, Tata: Customer-Approved SIP Trunk Providers

Mid-market and enterprise customers have many exceptional SIP trunking providers to select from. But the best vendors, according to IT manager customers are Orange, BT, and Tata.

 

In the Eastern Management Group 2019 SIP trunking customer satisfaction study of mid-market and enterprise customers, 3,000 companies rated their provider. Each did so for six customer satisfaction measurements in three categories: product, vendor experience, and customer delight. The survey examined 13 SIP trunk providers with side-by-side comparisons performed by the Eastern Management Group.

 

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The worldwide survey focuses on businesses with 500 to more than 20,000 employees, with survey data provided by IT manager customers. The Eastern Management Group findings are presented in the "2019 SIP Trunking Customer Satisfaction Report on Mid-Market and Enterprise Business" report.

 

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The survey shows Orange leads all SIP trunking providers, walking away with the highest total score and a four-star overall rating. Customers give Orange some of the best marks recorded for both the vendor experience and customer delight research categories. BT is on equal footing with Orange, and in some categories, they score higher than Orange. BT is the only provider receiving four-stars in all of the vendor experience measurements.

 

Tata received four-stars from mid-market and enterprise customers for its product. Also, customers gave the company high satisfactions across many measurements – making Tata an IT manager darling. Looking at the Top 5For mid-market and enterprise customers, they have many SIP trunking options to choose from. The top five according to Eastern Management Group’s research include:

  • Orange – The company’s flagship SIP trunk product Business Talk is available in more than 160 countries.

  • BT – Many of BT’s largest customers have HQs or major operations in the U.S. The company maintains 2,600 employees in 16 key U.S. cities.

  • Tata – The $2.9 billion (annual sales) company gets more than three-quarters of its business from outside India.

  • Twilio – The company’s SIP portfolio is used by 50,000 businesses worldwide. Twilio consistently demonstrates an ability to outperform across all sizes of customer, from small to enterprise, as we reported in No Jitter.

  • Level 3 – This mega-company has a global network and enormous personnel assets. The business became part of CenturyLink in late 2017.

Every company evaluated in the SIP satisfaction study is a provider in the $14.4 billion (2018) SIP trunk market, one which is projected to grow 7.6% annually through 2020. The SIP trunk market is growing at more than 1.75 times that of worldwide IT spending, according to the Eastern Management Group report “2018-2024 SIP Global Market 7-Year Forecast and Analysis.”

 

Vendors in the mid-market and enterprise survey satisfaction study are all driven by SIP revenue opportunities. As the market grows, customer satisfaction will also become a brand differentiator as providers look to grow their market share and influence.

 

The research used in this post comes from the following Eastern Management Group sources: "2019 SIP Trunking Customer Satisfaction Report on Mid-Market and Enterprise Business" report and models, and “2018-2024 SIP Global Market 7-Year Forecast and Analysis.” For more information on these studies and reports, please contact our analyst team or John Malone directly at 212-738-9402 Ext. 2201 or [email protected]

About the Author

John Malone

John Malone is the President and CEO of The Eastern Management Group. He heads one of the world's premier communications industry research companies. He is also the author of three books.

In addition to Eastern Management, he founded two other software and database management companies. He has served on the board of directors of numerous publicly traded, and private technology companies.

At The Eastern Management Group, he has managed thousands of the company's research assignments for major technology businesses and service providers worldwide.

John Malone is a former executive with AT&T. While there he developed the first call center.

He has advised Members and Staff of The US House of Representatives, US Senate, Department of Justice, FCC, National Telecommunications and Information Administration, State Legislatures, State Regulatory Commissions and the European Commission. He has testified extensively before the US Congress, state legislatures, and regulatory agencies on technology matters. His research and analysis of telecommunications and Internet policy have been presented at the Cato Institute and FreedomWorks.

His insights and views have been frequently reported in The Wall Street Journal, The New York Times, and Business Week. Fortune magazine called John Malone the leading analyst in the industry.

John Malone has served on the Board of Directors of American Fiber Systems acquired by Zayo, Valere Power acquired by Eltek Energy, In Motion Technology acquired by Sierra Wireless, Phaethon Communications acquired by TeraXion, Applied Digital Access acquired by Dynatech, VINA Technologies acquired by Larscom, and Larscom acquired by Verilink. He also served on the University of Dayton Alumni Board of Directors. He holds a BS and MBA from the University of Dayton.