By Karl Whitelock
(Below is the introduction to this analyst report from Stratecast. In this analyst report, LogNet Systems is selected as a Top 10 OSS/BSS Vendor to Watch in 2011. To download this analyst report, please click here.)
As communications service providers (CSPs) worldwide engage with a new set of competitors, face a challenging economy, and attempt to master intensifying network and service complexity, they face operational challenges beyond any that most have ever experienced. CSPs are examining business and operational processes, and looking for ways to become more flexible, efficient, and responsive to customer needs. Approaching this challenge, CSPs have clear objectives:
Capture the Customer – More than ever before CSPs are focused on creating a simple, reliable, accurate, and unique customer experience. Regardless of the corporate structure, processes must be seamless to the customer. In this customer-facing world there are no silos, there are no disparate systems, there
are no competing sales forces—there are only customers and their needs.
Stand Out – With competitive pressures mounting, new revenue opportunities must take shape through advances in network technology, convergence of those technologies, and integration of content and capacity from external suppliers. Products are more complex and operations more challenging. Efficient, interoperable OSS/BSS are needed to enable CSPs to better combine services, features, equipment and content at the most granular level to meet market demand.
Leverage Existing Assets and Data – CSPs must leverage and monetize billions of dollars in network, OSS/BSS, and IT infrastructure expenditures. That means making data accessible and searchable by multiple work groups, while keeping it current and consistent. Improvements in customer care; real-time balance management and usage controls; discovery of stranded assets; targeted marketing and advertising; network optimization; and enabling self-care are just a few ways to better utilize and monetize existing assets and data.
Reduce Costs – Growth in the number and variety of network and service elements, content partnerships, and the predicted growth in customer usage (particularly in mobile data services), is adding to the CSP’s already formidable challenge to keep costs in line without affecting customer service quality, innovation or time-to-market. OSS/BSS transformation projects that automate processes, consolidate systems and data, establish common information models and interfaces, and implement sophisticated policies and controls are reducing costs.
Innovate – Traditional CSPs continue to shift their approach to serving a broader market. Competition from cable MSOs, MVNOs and ISPs was only the beginning. The stakes are ever higher now, as media/entertainment companies, equipment manufacturers, retailers, outsourcers and X-Factor companies offer services in ways that blur the definition of a CSP. Regardless of the type of CSP, the services and support delivered to customers will become the ultimate differentiator, and OSS/BSS innovation will lead the way.
Support New Ways of Doing Business – The way business has been conducted over the past 120 years is rapidly changing. It’s much more than the sell of technology e.g. network access and transport services. Cross-industry 2.0 business—the bringing together of supplier data via a mobile or fixed-line broadband connection to establish virtual service offerings involving different industries—is now a reality. Up until very recently, industry suppliers exclusively maneuvered to establish end-to-end OSS BSS solutions to meet the inward-facing business concerns of the CSP community at large. While a great start, the Cross-Industry 2.0 approach goes one step further to meet the flow of customer information and interactive communications between industry entities, in an outwardfacing role, to address the collaborative business needs of enterprise-level customers. This has ushered in not only a new suite of solution suppliers, but has caused established software vendors in certain enterprise sectors to become much more focused on the converging communications marketplace.
To download this analyst report, please click here.