CAMBRIDGE, Mass., Jan 18, 2005 (BUSINESS WIRE) -- Over the past
two and half years, the 2.5/3G mobile data services market in the US
has grown from nothing to a market worth an estimated 1.5 billion
dollars by the end of 2006. A new report from Forrester Research, Inc.
(Nasdaq: FORR) assesses the progress of the major US business services
providers -- AT&T Wireless, Sprint PCS, and Verizon Wireless -- and
finds that the market is still anyone's game.
"Since the 2.5 and 3G market is relatively new in the US, we were
not surprised that none of the providers were successful across all of
the categories we evaluated," said Lisa Pierce, vice president at
Forrester. "As the market continues to evolve, there is significant
opportunity for current leaders to stumble and challengers to move up.
Since the field research was completed very recently, it provides
excellent snapshots of several providers' relative strengths and
weaknesses prior to recent industry mega-mergers. These mergers create
additional opportunities for relative leadership positions to change
over the next 12to 24 months."
To date, consumers who use mobile data applications and devices to
support their personal and professional lives make up the majority of
data services users. To succeed in the market, providers should
increase their focus on targeting business customers with packaged
offers segmented by size and industry. This report focuses on
providers' efforts to achieve this objective.
Using the Forrester Wave(TM) methodology, Forrester evaluated the
resources, policies, and processes that the three major domestic
2.5/3G business services providers have in place to support
enterprises, and the key vertical industries and functions they value.
Broken into three categories, criteria included:
-- Current offering -- business application and device support,
price, customer care, billing issues, and technical support.
-- Market presence -- how well the provider's infrastructure,
including its financial strength, is able to support current
-- Strategy -- commitment to expanding data networks, current and
future network/device quality commitments and planned
improvements, and advances in supporting a growing array of
applications designed specifically for business customer use.
Overall, Forrester found that the leading providers had taken
different directions when developing their offerings. While this
resulted in some large differences in scores, no one provider had a
decisive overall advantage. However, there are substantial differences
in scores along a number of criteria, including coverage, vertical
industry support, partnerships with SIs and outside developers,
business customer care, range and number of devices targeted for use
by business customers, and network management. These are all critical
factors affecting overall customer satisfaction.
-- AT&T Wireless. While it is the overall front-runner across all
three categories, ironically, this provider has experienced
the greatest difficulties over the past two years.
-- Sprint PCS. The first nationwide 2.5/3G provider finishes in
third place despite a robust consumer and business customer
-- Verizon Wireless. Scoring second on many criteria, this
provider has the greatest chance to move up.
This report, "US 2.5 And 3G Business Services," presents further
analysis on the strengths, weaknesses and prognosis for each of the
providers. This report and "Market Overview Fourth Quarter 2003: US
2.5G Mobile Services" are available to WholeView 2(TM) clients and can
be found at www.forrester.com.
The Forrester Wave(TM) Methodology
The Forrester Wave methodology is open, rigorous, and unbiased.
Forrester starts with an open criteria review process, verifies
findings against customer interviews, and checks facts with vendors.
This research is performed without sponsorship to help user companies
make better vendor selections. Forrester does not charge vendors in
any way to participate in a Forrester Wave.
Forrester is an independent technology research company that
provides pragmatic and forward-thinking advice about technology's
impact on business. Business, marketing, and IT professionals
worldwide collaborate with Forrester to align their technology
investments with their business goals. Forrester offers products and
services in four major areas: Research, Data, Consulting, and
Community. Established in 1983, Forrester is headquartered in
Cambridge, Mass. For additional information, visit www.forrester.com.
SOURCE: Forrester Research, Inc.
Forrester Research, Inc.
Kristen Wilson, 617-613-6205