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Telecom - the influence of OSS on customer experience management

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These slides were presented by Comarch at the CEM (customer experience management) Summit in London in January 2013

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Telecom - the influence of OSS on customer experience management

  1. 1. telecoms.comarch.com How OSS influences telecom customer experience Copyright Comarch 2014
  2. 2. CUSTOMER EXPERIENCE USER VS. SERVICE PROVIDER 2 Copyright Comarch 2014 telecoms.comarch.com
  3. 3. Customer-centric Approach • • Information • gathering • Processing Resutls 3 Customer Surveys Drive tests Monitoring applications for end devices Call centre statistics • Statistical modelling • QoE – expression of service user satisfaction • Reports with guidance for network planners • Procedures and trainings Copyright Comarch 2014 telecoms.comarch.com
  4. 4. Real-life Scenario • Good service quality: – Youtube without delays – Facebook connection – Blackberry everywhere – Notifications about potential problems arrive quickly Needs Service Experience Experience Expectations Customer • It works or it does not work • Service price • Problems are fixed quickly • Call Centre knows about my problems • SP has a good offer Post mortem vs. Proactive 4 Copyright Comarch 2014 telecoms.comarch.com
  5. 5. Real-life Scenario • End device statistic collection • Call centre statistics • Billing information • Network probing • Network alarming and performance management • Other OSS End Device Network Resources Delivered Service IT & Application Content Service Provider 5 Copyright Comarch 2014 telecoms.comarch.com
  6. 6. Service Quality Gap Analysis End Device Needs Service Quality Gap Expected Service Experience Expectations 6 Copyright Comarch 2014 Delivered Service Service Communication Customer telecoms.comarch.com Network Resources IT & Application Content Service Provider
  7. 7. OSS/BSS INTEGRATION ALIGNING BUSINESS AND TECHNICAL ASPECTS 7 Copyright Comarch 2014 telecoms.comarch.com
  8. 8. Multiple Layers to be Considered Offerings (how we sell) MarketSpecific BusinessSpecific Products (what we sell) NetworkSpecific 8 Copyright Comarch 2014 telecoms.comarch.com Services and Resources (how we provide)
  9. 9. Getting it Aligned Market Specific Offering (bundled) Offering Offering (commercial) Offering Offering (bundled) Offering Offering (commercial) Offering (bundled) Offering Offering Composed Product Spec Customer Facing Service Customer Facing Service Resource Facing Service Network Specific Copyright Comarch 2014 telecoms.comarch.com Customer Facing Service Resource Facing Service Resource Facing Service Customer Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource 9 Product Specification Resource Resource Facing Service Resource Resource Facing Service Resource Resource Resource Facing Service Resource Resource Service Catalog Business Specific Product Specification One to One (1:1) Mapping Product Specification Central Product Manager Offering (bundled) Offering (bundled) Resource Facing Service Resource Resource
  10. 10. Sales Channels Order Capture Order Capture Order Capture CRM Self Care Dealer Care Central Product Manager Order Management Designer Publisher Product Inventory Sales Support Customer Order Orchestration Product Offering Manager Product Information Publisher Cart Manager Customer Order Distribution Sales Network Manager Product Information Repository Recommendation Engine Customer Order Tracking & Management Product Specification Manager Quotation Engine Pricing Algorithm Specification Manager Product Configurator Customer Order Lifecycle Management Product Lifecycle Management BIlling System Pricing Algorithms Service Catalog and Fulfillment Service Catalog 10 Copyright Comarch 2014 CFS specification telecoms.comarch.com Service Fulfillment Execution Product Instances
  11. 11. Sales Channels Order Capture Order Capture Order Capture CRM Self Care Dealer Care Central Product Manager Order Management Designer Publisher Product Inventory Sales Support Customer Order Orchestration Product Offering Manager Product Information Publisher Cart Manager Customer Order Distribution Sales Network Manager Product Information Repository Recommendation Engine Customer Order Tracking & Management Product Specification Manager Quotation Engine Pricing Algorithm Specification Manager Product Configurator Customer Order Lifecycle Management Product Instances Product Lifecycle Management BIlling System Pricing Algorithms limited limited Service Catalog and Fulfillment Service Catalog 11 Copyright Comarch 2014 Product Managers telecoms.comarch.com CFS specification Service Fulfillment Execution Product Administrators Service Delivery Administrators
  12. 12. Relatively Simple: Offering & Product Management • Web-based GUIs for • Product Offering Management • • • Creating, Browsing, Modifying • Product Specification Management • • • Creating, Browsing, Modifying • Order Management • • • 12 Creating, Browsing, Modifying Copyright Comarch 2014 telecoms.comarch.com
  13. 13. Service Catalog-Driven Fulfillment TMF SID based approach • GB922 Key Entities • Customer Facing Services (CFS) • Resouce Facing Services (RFS) • Service Templates Product BSS Product BSS S S S RfS RfS Customer facing Service Customer facing Service RfS Relations S RfS • Service Access Points (SAPs) relate services to resources • Third party CFSs mapped to RFSs • Multiple service domains can be easily combined 13 Copyright Comarch 2014 telecoms.comarch.com RfS S CfS RfS OSS R OSS R R R S S S S RfS S S R R S S CfS CfS S S S S RfS R R S RfS CfS S S S RfS S R R R R R R R
  14. 14. Service Quality and Customer Experience Customer Experience Service Monitoring Service Quality Management SLA Business Rules 14 Copyright Comarch 2014 telecoms.comarch.com
  15. 15. telecoms.comarch.com Learn more: http://bit.ly/1fhKAPx Copyright Comarch 2014

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