ATLANTIC-ACM's latest annual study of the domestic long haul wholesale
industry, 2012 U.S. Long Haul Wholesale Carrier Report Card offers insight
into wholesale carriers through ratings by their customers. Wholesale
providers will understand their market position with respect to areas such as
sales reps, billing, provisioning, network, customer service and pricing.
Resellers will have access to carrier profiles detailing their product
offerings as well as individual providers' strengths and weaknesses.
The 2012 edition of the report compiles data from over 300 respondents
collectively yielding 1,254 individual carrier ratings. The resulting data
provides carriers with an overview of strengths and weaknesses from the
customers' point of view, and allows them to directly compare their own
performance to that of competitors'.
WHY YOU NEED THIS DATA
Know where the U.S. long haul wholesale competition stands
Size the U.S. long haul wholesale market
Select a U.S. long haul wholesale provider based on operational and
financial performance
Assess opportunities to enter the U.S. long haul wholesale arena
About ATLANTIC-ACM
ATLANTIC-ACM is a strategy consulting and customized research firm
specializing in the U.S. and global telecommunications, e-commerce, telecom
equipment and broadband service industries. ATLANTIC-ACM's affiliates have
offices in countries worldwide. Using proprietary databases and a portfolio of
research, modeling, and decision-supporting methodologies, ATLANTIC-ACM
assists clients in evaluating telecommunications and other networked
communications opportunities for successful investment, market entry, and
long-term planning.
In response to the need for information to manage in the highly competitive
domestic wholesale long haul data and voice services market, ATLANTIC-ACM
conducted a survey of wholesale customers to identify the strengths and
weaknesses of the long haul providers. The survey was conducted from December
2011 through February 2012 and yielded 1,254 carrier ratings from over 300
different customers. ATLANTIC-ACM hopes to help wholesale customers make
informed choices about their underlying carrier, and to help investors better
understand their providers. Most importantly, the report is geared to help
carriers identify specific strengths and weaknesses reported by their
customers in order to improve both their operations and the success of their
wholesale customers' businesses.
Table of Contents
I. Overview and Methodology
II. Executive Summary
III. Trends and Influences Driving the Market
A. Economic Recovering
B. Users Multiplying
C. Screens Diversifying
D. Data Centers Connecting
E. Horizons Broadening
IV. Respondent Characteristics and Expectations
A. Respondents' Spending and Influence
B. Respondents' Primary Revenue Driver
C. Product Penetration
D. Transport Spend by Line Speed and Business Model
E. Expected 12-month Change in Spending
F. Dark Fiber Spending Patterns
G. Wholesale Wireless Offerings
H. High-Capacity Transport Purchase Plans
I. Drivers of Purchase
V. Revenue Forecasts by Products
A. Wholesale Circuit-Switched Voice
B. Wholesale Private Line Transport
C. Wholesale IP and Other
VI. Customer Ratings: Summary and Analysis
A. Operational and Product Definitions
B. Customer Experience Touch Points by Revenue Driver
C. Response Distribution by Carrier
D. Industry-Wide Ratings Distribution (Customer Experience Touch Points,
Product Quality, Product Price Competitiveness)
VII. Carrier Ratings: Customer Experience Touch Pts.
A. Brand
B. Sales Reps
C. Provisioning
D. Network Performance
E. Billing
F. Customer Service
VIII. Carrier Ratings: Long Haul Wholesale Products
A. Voice Products
B. Data Products
IX. Carrier Case Studies
A. AT&T
B. CenturyLink
C. Level 3
D. Sprint
E. tw telecom
F. Verizon
G. Windstream
H. XO
I. Zayo
X. Conclusions
XI. Glossary
Table of Figures
1. Expected 12-Month Change in Spending* by Product: All Respondents by
Grouping
2. Long Haul Transport Spending by Line Type and Primary Business Model
3. Drivers of Purchase: 2011 vs. 2012
4. Long Haul Wholesale Customer Experience Touch Points Scores 2011 and
2012
5. Provisioning
6. Overall Voice Quality
7. Overall Voice Price Competitiveness
8. Overall Data Quality
9. Overall Data Price Competitiveness
10. U.S. GDP Percent Change From Preceding Period: Quarterly
11. Price Competitiveness Average: 2010 to 2012
12. Long Haul Transport Spending by Line Type: 2011 vs. 2012
13. Long Haul Transport Spending by Line Type and Primary Business Model:
2012
14. U.S. GDP Percent Change From Preceding Period: Quarterly
15. U.S. Unemployment Rate: Quarterly
16. Value Added of Broadcasting & Telecom Industry vs. IYZ
Telecommunications Index
17. Internet Users (Fixed and Wireless) in the United States: 2000-2011
18. U.S. Penetration Rates for Internet, Wireless, and Tablets: 2000-2011
19. U.S. Long Haul Wholesale Provider Migrations
20. Tablet Rollout Timeline: 2010-2011
21. Evolving End User Behavior and its Effects on the U.S. Long Haul
Wholesale Market
22. North America Consumer Internet Traffic Forecast: 2010 - 2015e
23. Smartphone Penetration of Postpaid Market: 1Q10-4Q11
24. Summary of Major 4G LTE Service Providers
25. Business Customers' Changes in 12-month Spending*: By Vertical and
Select Product
26. 40 Gig vs. 100 Gig Purchasing Plans
27. Monthly Spend on Telecom Services
28. Respondents' Influence in Purchase Decisions
29. Respondent's Primary Revenue Driver: All Respondents
30. 2012 Product Penetration*: by Percentage of Respondents
31. Long Haul Transport Spending by Line Type and Primary Business Model
32. Expected 12-Month Change in Spending* by Product: All Respondents by
Grouping
33. Dark Fiber Spending Patterns & Expected 12-Month Spending Change: All
Respondents
34. Wholesale Wireless Offerings: Current Offerings vs. Plans to Adopt
35. 40 Gig vs. 100 Gig Purchasing Plans
36. Drivers of Purchase: 2011 vs. 2012
37. Long Distance Wholesale Voice Revenue and Year-over-Year Growth:
2009-2016e
38. Long Distance Private Line Revenues and Year-over-Year Growth:
2009-2016e
39. Wholesale IP and Other* Revenues and Year-over-Year Growth: 2009-2016e
40. Customer Experience Touch Points Average by Primary Revenue Driver
41. Long Haul Wholesale Customer Experience Touch Points Scores 2011 and
2012
42. Long Haul Wholesale Product Quality Scores 2011 and 2012
43. Long Haul Wholesale Product Price Scores 2011 and 2012
44. Long Haul Wholesale Customer Experience Touch Points Ratings 2011 and
2012
45. Long Haul Wholesale Voice Product Quality Ratings Average 2011 and 2012
46. Long Haul Wholesale Data Product Quality Ratings Average 2011 and 2012
47. Long Haul Wholesale Voice Product Price Ratings Average 2011 and 2012
48. Long Haul Wholesale Data Product Price Ratings Average 2011 and 2012
49. Brand
50. Sales Representative
51. Provisioning
52. Network Performance
53. Billing
54. Customer Service
55. Overall Voice Quality
56. Overall Voice Price Competitiveness
57. Overall Voice Quality and Price Competitiveness Correlation
58. 800 Termination Voice Quality
59. 800 Termination Price Competitiveness
60. 800 Termination Quality and Price Competitiveness Correlation
61. Outbound (+1) Quality
62. Outbound (+1) Price Competitiveness
63. Outbound (+1) Quality and Price Competitiveness Correlation
64. VoIP Interconnection Quality
65. VoIP Interconnection Price Competitiveness
66. VoIP Interconnection Quality and Price Competitiveness Correlation
67. VoIP Termination Voice Quality
68. VoIP Termination Price Competitiveness
69. VoIP Termination Quality and Price Competitiveness Correlation
70. Overall Data Quality
71. Overall Data Price Competitiveness
72. Overall Data Quality and Price Competitiveness Correlation
73. Legacy DIA Quality
74. Legacy DIA Price Competitiveness
75. Legacy DIA Quality and Price Competitiveness Correlation
76. Ethernet DIA Quality
77. Ethernet DIA Price Competitiveness
78. Ethernet DIA Quality and Price Competitiveness Correlation
79. IP-Based WAN Quality
80. IP-Based WAN Price Competitiveness
81. IP-Based Quality and Price Competitiveness Correlation
82. Inter-City Wavelengths Quality
83. Inter-City Wavelengths Price Competitiveness
84. Inter-City Wavelengths Quality and Price Competitiveness Correlation
85. Inter-City Ethernet Quality
86. Inter-City Ethernet Price Competitiveness
87. Inter-City Ethernet Quality and Price Competitiveness Correlation
88. Long Haul (LH) Transport Low Capacity Quality
89. Long Haul (LH) Transport Low Capacity Price Competitiveness
90. Long Haul (LH) Transport Low Capacity Quality and Price
Competitiveness Correlation
91. Long Haul (LH) Transport High Capacity Quality
92. Long Haul (LH) Transport High Capacity Price Competitiveness
93. Long Haul (LH) Transport High Capacity Quality and Price
Competitiveness Correlation
94. U.S. GDP Percent Change From Preceding Period: Quarterly
95. Price Competitiveness Average: 2010 to 2012
96. Long Haul Transport Spending by Line Type: 2011 vs. 2012
97. Long Haul Transport Spending by Line Type and Primary Business Model:
2012
98. % of Respondents Expecting to Grow Spending: By Select Data Products
99. Consumer Internet Video Traffic (2010-2015e): North America
