Switching from a physical SIM to an eSIM has become easier over the years. However, the process of transferring an eSIM to a new phone is not always straightforward and may not be supported by all mobile operators. At MWC 2024, we saw some interesting solutions for making the entire eSIM transfer process and user experience smoother. Mohit Agrawal, Associate Director at Counterpoint Research, sat down with Yuval Mayron, General Manager of Amdocs IoT, to talk about the new and simple eSIM transfer experience.

The Interview

Key takeaways from the discussion

Focus on customer segmentation:

• eSIM experiences need to be tailored to meet the needs of consumers, enterprises, and wholesale partners.

Seamless transition:

• To replicate a familiar physical SIM-like experience that customers are used to while introducing digital benefits.
• Simplifying the process to avoid user frustration when switching.
• Offer simple actions to restore or redownload the same eSIM.
• Transferring physical SIM to eSIM is the first step, operators also need to prepare eSIM use cases and future functionalities.

eSIM management:

• Operators should allow customers to manage their eSIM via various channels.
• It can be via the operator’s app, web portal and also from the device’s settings.

Streamline eSIM implementation:

• The solution offered by Amdocs simplifies eSIM implementation for operators by offloading complexities.
• This ensures a smooth customer journey and cost savings for operators while offering superior user experience.

Analyst Takeaways:

• Although eSIM represents a significant advancement, consumer adoption remains sluggish. The primary deterrent to widespread adoption is the disparity in user experience compared to traditional physical SIM cards.
• The seamless transfer of eSIM between devices, akin to the simplicity of the physical SIM process, remains a critical obstacle.
• Amdocs leads the eSIM orchestration rankings according to Counterpoint Research and has consistently spearheaded efforts to enhance consumer experiences. The seamless transfer of eSIM is poised to further solidify Amdocs' position ahead of its competitors.