Using BSS/OSS To Refocus On The Customer Experience
How should wireless carriers – or broadband operators of any kind – be handling the ongoing shift from the traditional focus on operational efficiency to a broader, more strategic focus on how to address the dramatic changes taking place in end-user behavior? After polling its customers and the industry as a whole, end-to-end BSS/OSS provider NetCracker Technology Corp. was able to identify four trends critical to operators looking for long-term viability and growth:
 
>> Make The Move To Next-Gen, End-to-End BSS/OSS Built On A Single, Real-Time Platform: Subscribers expect everything from browsing, downloading and consuming content to interactions and transactions with their mobile operator to be in real time.
 
>> Migrate To A Managed Services Model: Today’s managed services (including managed BSS/OSS) and cloud-based solutions let operators focus on critical business issues and core competencies while adopting new business models.
 
>> Allow End Users To Control And Personalize: The growing need for self-service along with more advanced customer care and billing solutions must be met to provide a more compelling end-user experience that will, in turn, enhance customer satisfaction and decrease churn.
 
>> Forge Strategic Partnerships Between BSS/OSS Providers And Other Operators: Today’s “partner companies” must have both software and services capabilities along with the size, scale, geographical reach, industry experience, and delivery expertise to take on any operator need — from implementing new solutions to running entire BSS/OSS as a managed service.

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