One of the first requirement for mobile portals is to provide customized and optimized content which will enable a consistent customer experience throughout the mobile channel. Mobile portals should convert the content to the desired format on the fly before the content hits the consumer device. In order to do this conversion, portal (or conversion enabling… Read More »
Customers will expect you to deliver the quality of service you have committed in the presales phase. Most of the operators, however, fell short on delivering this expectation and service outages occur every time.Most operators who do not trust their current network, do not implement any customer SLA management process. Lacking an end to end… Read More »
Workflows everywhere: In trouble ticketing platforms, CRM, Inventory Management Systems, Service Management Systems, Order Management Systems. Each of these systems implement some kind of workflow engine to automate the processes they depend on. Would not it be wise to merge all those in a common workflow engine? Would not it be more easy to manage… Read More »
Service quality management is becoming more popular day after day. The reason behind this is the data boom in the mobile communications area. Service providers are aware that they need to move to service management in order to take control of the quality of their services, at least from the service provider perspective. After the… Read More »
Let’s stop and think if it is meaningful for a service operator to give away all the OSS tools and infrastructure it has, for the sake of moving to cloud. A very big shift in the operations would occur for sure. Trouble Ticket, Fault Management, Performance management , Inventory, Fulfilment systems even mediation should be… Read More »
You may find the CEM article that I sent to a Turkish telecom magazine at the below link. There is also an English translation of the content. http://issuu.com/telekomdunyasi/docs/td_temmuz_2011/63
CSPs have lots of OSS and BSS tools. All these tools come with some kind of reporting solution. Some reports are embedded in the product, some OEM Business Objects, Cognos like tools on the top of their databases. The problem with these reports is two fold. One is, they are just built to show operational… Read More »
Most business processes require business rules to decide the best next activity or another business process that should be followed.. Workflows, which automate business processes typically include several decision points. “Is this a new Customer?”, “Has the customer enough credit?”, “If the age is above 50?, “Is there any trouble ticket created for this user… Read More »
Have you seen the rumors that Facebook will buy Skype? Well, it won’t be a surprise for most people. One big OTT company buys another. The big surprise would be to see Facebook to embed Skype into the Facebook application and kill the stand-alone Skype. This way, it will force to move all the VoIP… Read More »
As CSPs, we may have several outsourced functions in our customer operations. These are typically Call Centers, Field Services and some Billing functions such as dispatching. As these functions are run by different companies, we only have a partial visibility of the quality of their operations. Since , any delay or inconsistency will directly impact… Read More »