Customer-centric OSS

Customer experience has become the main differentiator between various telecom service providers, but it has also posed new business challenges, which raised the requirements towards BSS and OSS solutions.

In this aspect, refocusing OSS means switching the perspective from network resources to customer experience. When approached comprehensively, such a project requires taking a holistic view on all network management processes.

Customer-centric OSS - Key Areas

Congestion Management & Network Upgrades

The ultimate goal of costly network upgrades lies in providing a better service for end customers. When solving network congestion problems, beside pure technical parameters, customer perception of network performance is a critical factor that should be measured and taken into account. The process requires a high level of network management automation, which is needed to implement a strategy of agile network development basing on customer demand and to limit the costs of infrastructure transformations.

Service Quality Management & Assurance

Service quality cannot base solely on technical KPIs, but must look at the network through the eyes of the customers. Therefore it is essential that service providers can easily correlate various technical parameters with their influence on customer experience. This way, CSPs will be able to introduce pro-active network management and limit the number of customer complaints. The essence of this approach is in switching from network-centric fault management and performance management systems towards customer-centric service assurance and service quality management systems.

Service Fulfillment

Customers expect their services to be introduced quickly, be innovative and exciting. The OSS system should be a platform that boosts service innovation, through leveraging product and service catalog-driven fulfillment processes. The strategy of service innovation also requires redefining the CSP’s positioning against OTT companies. This requires modifying the OSS into a platform that enables telecom operators to compete / collaborate with these significant market players.

Comarch Customer-Centric OSS Portfolio

Proposed OSS Architecture

See also:

Optimizing Service Assurance - Case Study

With their modern and innovative OSS portfolio, Comarch has repeatedly demonstrated strong and reliable business partnering with Vodafone. Comarch has provided high quality COTS products, coupled with their impeccable services to implement solutions on time and within budget, adapting swiftly to new business requirements arising during and post implementation. Considering dimensions such as: time-to-market; quality to market; customer obsession; agility; value; innovation, Comarch is a partner who invariably ticks all of the boxes.

Shane Gaffney, Director of OSS, Central Europe, Vodafone 

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