The document discusses five ways that satellite service providers can deliver quality of service to customers faster and smarter in order to maximize revenue, improve customer satisfaction, and reduce violations of service level agreements. It provides examples of how prioritizing service issues based on revenue impact, predicting enterprise service problems before customer impact, implementing intelligent service rules to reduce downtime for mobile satellite services, and minimizing disruptions to high value customer services can help achieve these goals. The overall aim is to effectively manage service quality and reduce the risks of customer-impacting issues.
Sat Magazine Article -Hybrid Networks and Customer Expectations PublishedPhillip Howard
Ground stations face new challenges in delivering services through complex hybrid satellite and terrestrial networks. As networks converge, ground station operations have not kept pace, making it difficult to manage service disruptions and meet high customer expectations for uptime. A new approach called Service Quality Management (SQM) uses automation, big data, predictive analytics and SLA management to provide visibility across hybrid networks and help prioritize issues to efficiently deliver high quality of service. SQM provides a unified view of all network components and metrics, enabling faster problem resolution and proactive maintenance to minimize outages and penalties.
Prodapt is a leading provider of IT and engineering services to telecommunication clients worldwide. It has delivery centers in the US, India, and South Africa and over 1000 employees globally. Prodapt partners with major telecom operators and OEMs, providing services such as network management, order fulfillment, billing, and product development. It aims to help clients reduce costs, optimize investments, and outsource effectively through flexible engagement models.
BSS virtualization: Key drivers and benefits with Operator examples
Virtualizing BSS whilst reducing risks and protecting legacy investment with customer case studies
Telecom Convergent Billing and Support Functions -A whitepaper by Biju M RBiju M R
The document discusses the need for convergent billing and operations support solutions for telecommunications operators. Major use cases of convergent billing include a uniform product catalog, real-time charging, a unified customer hierarchy, and single billing. These functions allow operators to offer bundled services, gain insights into customer usage and revenue, and improve the customer experience. The document also outlines additional convergent functions beyond billing such as policy management, self-care portals, and campaign management that leverage a centralized view of customers.
The document discusses convergent billing for telecom services. It notes issues with existing billing systems like inflexibility and different technologies. It states telecom is moving toward network access convergence, innovative value-added services, and modifying software pieces. The document suggests billing system convergence can occur through network, vendor, technology, and billing system convergence. It outlines an architecture for a convergent billing system and the evolution of billing systems through postpaid-prepaid convergence, service level and customer experience convergence, and simultaneous multi-network convergence.
End-to-End Service Quality Management for Mobile BroadbandMuhammad Imran Awan
This document discusses the need for mobile service providers to shift from traditional network management to end-to-end service quality management (SQM) in order to manage quality of experience for customers using mobile broadband services. It outlines SQM functions like monitoring key performance indicators, service models, dashboards, and notifications. Integrating SQM across transport, backhaul, and wireless networks allows providers to gain visibility into application and subscriber service performance. SQM data can also provide business intelligence on service usage trends and help evolve management from SQM to formal service level management.
The document discusses challenges with traditional order-to-activation (O2A) processes in the telecommunications industry. It notes that O2A processes have become more complex due to increased services, devices, and customization options. This can threaten customer satisfaction and retention. The document proposes that Prodapt has developed a capability to streamline the O2A process by reducing bottlenecks, constraints, and manual activities. It aims to optimize order management systems for tier 1 and 2 telecom customers in North America.
Sat Magazine Article -Hybrid Networks and Customer Expectations PublishedPhillip Howard
Ground stations face new challenges in delivering services through complex hybrid satellite and terrestrial networks. As networks converge, ground station operations have not kept pace, making it difficult to manage service disruptions and meet high customer expectations for uptime. A new approach called Service Quality Management (SQM) uses automation, big data, predictive analytics and SLA management to provide visibility across hybrid networks and help prioritize issues to efficiently deliver high quality of service. SQM provides a unified view of all network components and metrics, enabling faster problem resolution and proactive maintenance to minimize outages and penalties.
Prodapt is a leading provider of IT and engineering services to telecommunication clients worldwide. It has delivery centers in the US, India, and South Africa and over 1000 employees globally. Prodapt partners with major telecom operators and OEMs, providing services such as network management, order fulfillment, billing, and product development. It aims to help clients reduce costs, optimize investments, and outsource effectively through flexible engagement models.
BSS virtualization: Key drivers and benefits with Operator examples
Virtualizing BSS whilst reducing risks and protecting legacy investment with customer case studies
Telecom Convergent Billing and Support Functions -A whitepaper by Biju M RBiju M R
The document discusses the need for convergent billing and operations support solutions for telecommunications operators. Major use cases of convergent billing include a uniform product catalog, real-time charging, a unified customer hierarchy, and single billing. These functions allow operators to offer bundled services, gain insights into customer usage and revenue, and improve the customer experience. The document also outlines additional convergent functions beyond billing such as policy management, self-care portals, and campaign management that leverage a centralized view of customers.
The document discusses convergent billing for telecom services. It notes issues with existing billing systems like inflexibility and different technologies. It states telecom is moving toward network access convergence, innovative value-added services, and modifying software pieces. The document suggests billing system convergence can occur through network, vendor, technology, and billing system convergence. It outlines an architecture for a convergent billing system and the evolution of billing systems through postpaid-prepaid convergence, service level and customer experience convergence, and simultaneous multi-network convergence.
End-to-End Service Quality Management for Mobile BroadbandMuhammad Imran Awan
This document discusses the need for mobile service providers to shift from traditional network management to end-to-end service quality management (SQM) in order to manage quality of experience for customers using mobile broadband services. It outlines SQM functions like monitoring key performance indicators, service models, dashboards, and notifications. Integrating SQM across transport, backhaul, and wireless networks allows providers to gain visibility into application and subscriber service performance. SQM data can also provide business intelligence on service usage trends and help evolve management from SQM to formal service level management.
The document discusses challenges with traditional order-to-activation (O2A) processes in the telecommunications industry. It notes that O2A processes have become more complex due to increased services, devices, and customization options. This can threaten customer satisfaction and retention. The document proposes that Prodapt has developed a capability to streamline the O2A process by reducing bottlenecks, constraints, and manual activities. It aims to optimize order management systems for tier 1 and 2 telecom customers in North America.
Azotel SIMPLer is a single software platform that manages all aspects of a service provider's business from service provisioning to billing. It provides a centralized system to manage subscribers, network equipment inventory, dispatch installations, billing and payments. The platform automates many processes to simplify operations and reduce costs for service providers. Azotel was originally founded as a WISP in 2002 and developed SIMPLer to address the problems their growth created by needing multiple separate applications.
TABS, is an integrated software package designed for the mobile, ISP, and traditional fixed network services. This capability provides us with a solution that is already well versed in supporting Local, International. TABS convergent Customer Care & Billing system undertakes the whole billing process of a single converged system and rates all services against a single unified rating scheme.TABS solutions have been implemented in 38 sites for the major telecom groups providing Non stop services for over 100+ customers.
The ITS solution is based on SOA (Service-Oriented Architecture), which helps business owners respond more quickly and in a cost-effective manner to changing market conditions. With SOA, business changes can be easily met through customization rather than traditional custom development, making it easier to quickly implement changes without requiring radical system modifications. The ITS SOA-based solution also simplifies interconnection with and usage of existing IT assets, which facilitates integration with existing systems and increases interoperability.
OSS/BSS Explained, Part 1: It used to be simple, now a massive transformation...Ericsson OSS/BSS
Customer experience is the foremost reason why operations and business support systems (OSS/BSS) have become a key area of investment for any communications services provider.
Learn more about Ericsson OSS/BSS: http://www.ericsson.com/realize
Here are the key user requirements for the Comcast Enterprise Services BSS/OSS Solution:
1. Users must be able to place orders for new services, such as broadband, Ethernet, Wi-Fi, security, routers, and voice services through an online portal or by contacting a sales representative.
2. The system must track orders from placement through fulfillment and provisioning to allow users to view order status.
3. Users must be able to manage existing services, such as viewing invoices, paying bills, upgrading/downgrading services, and submitting support tickets, through the online portal.
4. The system should provide customized views of services, invoices, reports, etc. for both corporate users and individual store owners
Evaluating the impacts of (Mobile) Cloud Computing on OSS/BSS LandscapeMuhammad Imran Awan
This document discusses how telecom service providers can leverage mobile cloud computing by transforming into cloud service providers. It would allow them to offer infrastructure, platform, and software as a service to enterprise and SMB customers. This transformation requires adapting the OSS/BSS systems to support cloud-based service delivery, billing, and management. Key areas that need enhancement in the OSS/BSS include service catalog, fulfillment, assurance, billing, and support for network as a service business models. Cross-network service providers will also play an important role in facilitating commercial and technical interactions between application service providers and multiple telecom operators in a mobile cloud environment.
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Advanced Advertising Standards in the Cable SpaceSigma Systems
The document discusses advanced advertising standards and technologies in the cable industry. It provides an overview of key cable standards bodies like CableLabs and SCTE that are developing standards to deliver targeted advertising capabilities. The SCTE 130 standard defines interfaces for an advanced advertising system, while CableLabs specifications provide interfaces for ad campaign fulfillment and reporting. Demonstrations showed how these standards can enable an end-to-end targeted advertising solution across cable, IPTV and mobile platforms.
TimelyBill's telecom billing system includes more than 50 tightly integrated components that support full customer life cycle. Whether you are looking at VoIP, Triple Play or Quad Play, TimelyBill's single stack solution was built to meet all of your back office needs.
On Demand Service Fulfillment - Driving OSS to the EdgeSigma Systems
The document discusses how telecommunications service providers need to adapt their operations support systems (OSS) to enable new on-demand and personalized services at the network edge. It describes how OSS needs to integrate third-party applications, utilize subscriber data for targeted advertising, and implement standards-based approaches to provision services in real-time. The key requirements for OSS evolution are collecting subscriber data, applying policies across the network and applications, enabling billing and settlement with partners, and providing open APIs to quickly integrate new services.
American Medical Response (AMR) needed to improve emergency response times to comply with its city contract and provide better patient care. Using a wireless WAN solution from AT&T, AMR can now track ambulance locations in real time to dispatch the closest vehicle. This saves 30-45 seconds in assigning calls and up to a minute per call over paper maps. The expandable solution also reduces costs by enabling future applications without replacing hardware. Working with AT&T, AMR implemented a solution combining AT&T's network, InMotion routers, and mapping software to improve responses while preparing for future growth.
Mastering Service Management for Commercial Voice OfferingsSigma Systems
1) MSOs initially entered the commercial voice market with residential offers for small businesses but have expanded to offer more complex services for larger businesses.
2) Successfully providing commercial voice services requires establishing excellent customer service, developing new capabilities through strategic alliances, and enhancing OSS to support multiple sites, features, and customer self-care.
3) Beyond voice services, MSOs can pursue additional revenue opportunities by offering businesses services like remote data backup, managed security, video, and unified communications.
Unifying the Service Layer for TransformationSigma Systems
Henrique Zacarias and Brian Cappellani of Sigma Systems gave this presentation to telecom operators at Telemanagement Forum's Management World - Nice event in May 2010. It covers a case study of ZON's Service Layer for Transformation.
RAN Congestion Management: Meet the Challenges of Mobile Broadband with Cisco...Cisco Service Provider
We, at Cisco, understand what our customers' challenges are with RAN congestion. This white paper highlights what some of these challenges are and how we can help you resolve some of these RAN congestion.
To learn more, please visit http://www.cisco.com/c/en/us/solutions/service-provider/unified-ran-backhaul/index.html
Plasma is a leading platforms and solutions provider with an international reputation for its IoT/M2M, business process automation and workflows, and Big Data Visualization platforms. With Plasma, your company can seamlessly connect to all data sources, store and visualize critical Big Data, and optimize business workflows through event management and automation.
The document describes Comarch's portfolio of BSS/OSS solutions for telecommunications companies. It provides an overview of the key solutions in areas such as sales and customer management, billing, service fulfillment, network management, and analytics. Comarch aims to help telecom companies address the challenges of the digital era and optimize costs while improving customer experience and business efficiency. The portfolio includes solutions for CRM, billing, order management, customer self-service, and more that can be customized to meet individual company needs.
Communications service providers need to create an optimal balance between their network operations center (NOC), service operations center (SOC), and experience operations center (EOC) in order to effectively track customer experience across the network and services. As customer demands increase with new technologies, the responsibilities of the NOC, SOC and EOC are blurring. To differentiate themselves, providers must monitor customer experience holistically across these three centers. Transitioning to also focus on SOC and EOC operations beyond just the NOC will allow providers to close the gap between perceived and actual customer experience.
Become a Part of Internet of Things (IoT) Revolution with CONNECT2.MEPlasma Computing Group
connect2.me™ is an easy to use, dynamic Internet of Things connector that integrates all of your devices and APIs on your application without hundreds of development hours.
Have an IoT Product you would like to add to our ecosystem? join and we will gladly share your APIs with the developer community.
NDPL is a joint venture between Tata and the government of Delhi distributing power to over 4.5 million consumers. NDPL's vision is to have best-in-class, integrated, and secure IT systems that empower users and exceed customer expectations. Key systems implemented include SAP ERP, customer relationship management, billing, and automated meter reading. The road ahead includes further system integration, upgrades, and security improvements.
The document provides background information on RAM's RCM software, which is a state-of-the-art CRM application for call centers marketing products to corporate institutions. The RCM software manages call center campaigns and customer data, integrates with RAM's secure delivery network to arrange product fulfillment and delivery tracking, and provides benefits such as predictive dialing and real-time data integration.
TABS is an integrated software package designed for mobile, ISP, and traditional fixed network services. It provides a convergent customer care and billing system that handles billing for all services through a single rating scheme. TABS solutions have been implemented in 38 sites for major telecom groups, providing continuous service for over 100 customers. The solution is based on a service-oriented architecture (SOA) that allows for customization and integration with existing systems. TABS offers various telecom solutions including billing, customer care, interconnect, revenue sharing, business intelligence, and call center solutions.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
Azotel SIMPLer is a single software platform that manages all aspects of a service provider's business from service provisioning to billing. It provides a centralized system to manage subscribers, network equipment inventory, dispatch installations, billing and payments. The platform automates many processes to simplify operations and reduce costs for service providers. Azotel was originally founded as a WISP in 2002 and developed SIMPLer to address the problems their growth created by needing multiple separate applications.
TABS, is an integrated software package designed for the mobile, ISP, and traditional fixed network services. This capability provides us with a solution that is already well versed in supporting Local, International. TABS convergent Customer Care & Billing system undertakes the whole billing process of a single converged system and rates all services against a single unified rating scheme.TABS solutions have been implemented in 38 sites for the major telecom groups providing Non stop services for over 100+ customers.
The ITS solution is based on SOA (Service-Oriented Architecture), which helps business owners respond more quickly and in a cost-effective manner to changing market conditions. With SOA, business changes can be easily met through customization rather than traditional custom development, making it easier to quickly implement changes without requiring radical system modifications. The ITS SOA-based solution also simplifies interconnection with and usage of existing IT assets, which facilitates integration with existing systems and increases interoperability.
OSS/BSS Explained, Part 1: It used to be simple, now a massive transformation...Ericsson OSS/BSS
Customer experience is the foremost reason why operations and business support systems (OSS/BSS) have become a key area of investment for any communications services provider.
Learn more about Ericsson OSS/BSS: http://www.ericsson.com/realize
Here are the key user requirements for the Comcast Enterprise Services BSS/OSS Solution:
1. Users must be able to place orders for new services, such as broadband, Ethernet, Wi-Fi, security, routers, and voice services through an online portal or by contacting a sales representative.
2. The system must track orders from placement through fulfillment and provisioning to allow users to view order status.
3. Users must be able to manage existing services, such as viewing invoices, paying bills, upgrading/downgrading services, and submitting support tickets, through the online portal.
4. The system should provide customized views of services, invoices, reports, etc. for both corporate users and individual store owners
Evaluating the impacts of (Mobile) Cloud Computing on OSS/BSS LandscapeMuhammad Imran Awan
This document discusses how telecom service providers can leverage mobile cloud computing by transforming into cloud service providers. It would allow them to offer infrastructure, platform, and software as a service to enterprise and SMB customers. This transformation requires adapting the OSS/BSS systems to support cloud-based service delivery, billing, and management. Key areas that need enhancement in the OSS/BSS include service catalog, fulfillment, assurance, billing, and support for network as a service business models. Cross-network service providers will also play an important role in facilitating commercial and technical interactions between application service providers and multiple telecom operators in a mobile cloud environment.
Self Service Customer Care For Next Generation NetworksGreen Packet
Smartphone devices have dramatically changed the way consumers consume data. The need to be connected anywhere and anytime is driving service providers to put focus into customer experience to grow customers, build loyalty and drive profits through new services. As a result, the expectations of service experience from the end-user are heightened and cannot be underestimated.
Service providers are under pressure to deliver customer experience that separates them from the competition, while at the same time trying to delicately balance their revenues and managing costs for near term gain and longer term success. In this paper, we outline the scale of issues faced in mobile device and service care that impacts both service providers and end-users beyond connectivity. With a broad range of services and wide variety of applications, the smartphone requires more complexity to handle a multitude of firmware and software configurations which legacy CRM systems are inadequate to deal with today’s customers.
Remote device support and service care is a key component to tackle the demands of escalating costs in customer care. Service providers are seeking integration onto backend systems without incurring heavy infrastructure changes and ensure the best fit into the existing operations through automated and proactive customer care mechanisms to ensure service excellence and thus prevent service quality degradation.
Advanced Advertising Standards in the Cable SpaceSigma Systems
The document discusses advanced advertising standards and technologies in the cable industry. It provides an overview of key cable standards bodies like CableLabs and SCTE that are developing standards to deliver targeted advertising capabilities. The SCTE 130 standard defines interfaces for an advanced advertising system, while CableLabs specifications provide interfaces for ad campaign fulfillment and reporting. Demonstrations showed how these standards can enable an end-to-end targeted advertising solution across cable, IPTV and mobile platforms.
TimelyBill's telecom billing system includes more than 50 tightly integrated components that support full customer life cycle. Whether you are looking at VoIP, Triple Play or Quad Play, TimelyBill's single stack solution was built to meet all of your back office needs.
On Demand Service Fulfillment - Driving OSS to the EdgeSigma Systems
The document discusses how telecommunications service providers need to adapt their operations support systems (OSS) to enable new on-demand and personalized services at the network edge. It describes how OSS needs to integrate third-party applications, utilize subscriber data for targeted advertising, and implement standards-based approaches to provision services in real-time. The key requirements for OSS evolution are collecting subscriber data, applying policies across the network and applications, enabling billing and settlement with partners, and providing open APIs to quickly integrate new services.
American Medical Response (AMR) needed to improve emergency response times to comply with its city contract and provide better patient care. Using a wireless WAN solution from AT&T, AMR can now track ambulance locations in real time to dispatch the closest vehicle. This saves 30-45 seconds in assigning calls and up to a minute per call over paper maps. The expandable solution also reduces costs by enabling future applications without replacing hardware. Working with AT&T, AMR implemented a solution combining AT&T's network, InMotion routers, and mapping software to improve responses while preparing for future growth.
Mastering Service Management for Commercial Voice OfferingsSigma Systems
1) MSOs initially entered the commercial voice market with residential offers for small businesses but have expanded to offer more complex services for larger businesses.
2) Successfully providing commercial voice services requires establishing excellent customer service, developing new capabilities through strategic alliances, and enhancing OSS to support multiple sites, features, and customer self-care.
3) Beyond voice services, MSOs can pursue additional revenue opportunities by offering businesses services like remote data backup, managed security, video, and unified communications.
Unifying the Service Layer for TransformationSigma Systems
Henrique Zacarias and Brian Cappellani of Sigma Systems gave this presentation to telecom operators at Telemanagement Forum's Management World - Nice event in May 2010. It covers a case study of ZON's Service Layer for Transformation.
RAN Congestion Management: Meet the Challenges of Mobile Broadband with Cisco...Cisco Service Provider
We, at Cisco, understand what our customers' challenges are with RAN congestion. This white paper highlights what some of these challenges are and how we can help you resolve some of these RAN congestion.
To learn more, please visit http://www.cisco.com/c/en/us/solutions/service-provider/unified-ran-backhaul/index.html
Plasma is a leading platforms and solutions provider with an international reputation for its IoT/M2M, business process automation and workflows, and Big Data Visualization platforms. With Plasma, your company can seamlessly connect to all data sources, store and visualize critical Big Data, and optimize business workflows through event management and automation.
The document describes Comarch's portfolio of BSS/OSS solutions for telecommunications companies. It provides an overview of the key solutions in areas such as sales and customer management, billing, service fulfillment, network management, and analytics. Comarch aims to help telecom companies address the challenges of the digital era and optimize costs while improving customer experience and business efficiency. The portfolio includes solutions for CRM, billing, order management, customer self-service, and more that can be customized to meet individual company needs.
Communications service providers need to create an optimal balance between their network operations center (NOC), service operations center (SOC), and experience operations center (EOC) in order to effectively track customer experience across the network and services. As customer demands increase with new technologies, the responsibilities of the NOC, SOC and EOC are blurring. To differentiate themselves, providers must monitor customer experience holistically across these three centers. Transitioning to also focus on SOC and EOC operations beyond just the NOC will allow providers to close the gap between perceived and actual customer experience.
Become a Part of Internet of Things (IoT) Revolution with CONNECT2.MEPlasma Computing Group
connect2.me™ is an easy to use, dynamic Internet of Things connector that integrates all of your devices and APIs on your application without hundreds of development hours.
Have an IoT Product you would like to add to our ecosystem? join and we will gladly share your APIs with the developer community.
NDPL is a joint venture between Tata and the government of Delhi distributing power to over 4.5 million consumers. NDPL's vision is to have best-in-class, integrated, and secure IT systems that empower users and exceed customer expectations. Key systems implemented include SAP ERP, customer relationship management, billing, and automated meter reading. The road ahead includes further system integration, upgrades, and security improvements.
The document provides background information on RAM's RCM software, which is a state-of-the-art CRM application for call centers marketing products to corporate institutions. The RCM software manages call center campaigns and customer data, integrates with RAM's secure delivery network to arrange product fulfillment and delivery tracking, and provides benefits such as predictive dialing and real-time data integration.
TABS is an integrated software package designed for mobile, ISP, and traditional fixed network services. It provides a convergent customer care and billing system that handles billing for all services through a single rating scheme. TABS solutions have been implemented in 38 sites for major telecom groups, providing continuous service for over 100 customers. The solution is based on a service-oriented architecture (SOA) that allows for customization and integration with existing systems. TABS offers various telecom solutions including billing, customer care, interconnect, revenue sharing, business intelligence, and call center solutions.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
Peter Schleidt outlines Danske Bank's "One Platform" strategy which aims to standardize concepts, practices, and systems across the bank for improved efficiency while allowing brands autonomy in customer interactions. The strategy seeks to create a single IT platform and shared services to develop products and processes once for use across all of Danske Bank. Danske Bank's development organization aims to be the most value-creating and efficient in financial services by prioritizing innovations, open standards, and outsourcing operations to reduce costs.
Twitter - How to use it to acquire new customers and service existing onesInteract
The document discusses best practices for using Twitter to acquire and service customers. It provides tips on listening to customers and competitors on Twitter, determining goals and a Twitter strategy, building a Twitter profile, responding and engaging with customers, and using Twitter for customer service by responding quickly and transparently. Specific Egyptian companies that use Twitter well for customer service are also mentioned, including Vodafone Egypt and Mobinil.
Atlas Sales Orders, Service Orders and Customers TabOnvoy
Within the ANPI Atlas Customer Lifecycle Management platform, learn how to manage:
UCaaS Sales Orders: Knowledge of capabilities of the Sales Order tab
UCaaS Service Orders: Manage the Delivery of Services
Customers Tab: Manage Customer Accounts
Instant messengers are changing the way we communicate with each other and as groups. To graduate instant messengers to enterprise class messaging platform which can be used for servicing customers the following capabilities becomes non negotiable
• Secure, Redundant and Scalable platform with rich API support for handling bi-directional messaging
• Bi-directional structured messaging (ability to communicate machine readable messages in both directions)
• Strong integration capabilities (to effortlessly plug into existing enterprise systems)
• Ability to embed transactional capabilities into messages (buttons & commands)
• Security – password protection for messages
• Higher Security Levels - Ability to target messages at mobile device ids instead of mobile no
• Flexible group sizes
• Messenger capable of being embedded into other applications on mobile devices
SQ Lecture Five : Promoting and Educating Customers & Designing and Managing ...SQAdvisor
This document provides an overview and summary of key points from Lecture Five of the MKTG 1268 Service Quality course. The lecture covers two chapters - Chapter 7 on promoting services and educating customers, and Chapter 8 on designing and managing service processes. Some of the main topics discussed include the role of marketing communications in services, challenges in communicating intangible services, developing an integrated marketing communications plan, and using various marketing channels like advertising, public relations, direct marketing and more.
Customers Waiting in Lines - Service Operations - Yolanda WilliamsYolanda Williams
The Service Operations of Waiting Lines attempts to remind us that customer needs should be met while they are waiting to be serviced. Also, there is a tremendous reduction in profit by requiring a customer to wait too long. When is too long? That is in the mind of the customer.
How to Support External Customers with JIRA Service Desk - Tony AtkinsAtlassian
This talk will share lessons learned migrating Atlassian external-facing customer service teams to JIRA Service Desk, and demonstrate practical tips to help your customer service teams get the most out of JIRA Service Desk, JIRA, and JIRA plugins.
Understand and Differentiate between strategic recruitment and selection.
Identify the dual goals of recruiting.
Comprehend recruitment process from organizational as well as individual perspective.
Identify what strategic decisions are involved in recruiting.
Explain the major recruitment methods and analyze their advantages and disadvantages.
Identify the basic selection criteria.
Design and administer an effective selection process.
Evaluate the three methods e.g., information gathering, tests and interviewing used in employee selection.
Appreciate varied contemporary interviewing techniques used by interviewers.
Design interview form and evaluation matrix.
The document outlines plans and strategies for sales management and general trade. It includes:
1. Developing more distribution areas and converting them to business units.
2. Providing assistance programs to support business unit development, build competitive marketing and sales edges, and enhance sales management systems and skills.
3. Setting targets to develop 35 business units by year's end and strengthen market expansion through key account management and multi-line product approaches.
Benchmarking is the process of improving performance by continuously identifying, understanding, and adapting outstanding practices found inside and outside the organization.
Satellite service providers are looking to adopt Service Quality Management (SQM) techniques to better manage the growth in demand for satellite services. SQM applications provide an end-to-end view of the network to monitor service performance and ensure delivery of services according to Service Level Agreements (SLAs). By tracking key performance indicators and service metrics across network components, SQM solutions help operators minimize SLA violations, prioritize high-value services, and improve the customer experience as demand for satellite services intensifies.
This document introduces a managed service framework called CloudSmart that IT service providers can use to monitor their customers' network performance and help them transition services to the cloud. CloudSmart includes continuous remote monitoring tools, baseline assessments, monthly reporting, and problem resolution. It is presented as a way for providers to generate recurring revenue, differentiate their services, and help customers adopt cloud-based solutions. Key stages of the CloudSmart service include initial scoping, baseline assessments, ongoing monitoring and reporting, and addressing any issues that arise. Suggested pricing guidelines are also provided.
This document discusses the need for mobile service providers to shift from traditional network management to end-to-end service quality management (SQM) in order to manage quality of experience for customers using mobile broadband services. It outlines SQM functions like monitoring key performance indicators, dashboards for service performance status, and historical reporting. The document also explains how SQM data can provide business-centric views on service usage trends and enable the evolution from SQM to formal service level management with service level agreements.
Whilst there are many intangible benefits that can result from use of the ProAct solution, the list below focuses primarily on tangible ones that could result in some level of direct cost saving
InfTo improve the quality of network performance through advanced communication
services and authorized users in equal access to state-of-the-art technology.
The document discusses changes and challenges facing revenue assurance (RA) with new technologies like 4G/LTE. Key points include:
1. New technologies and services like IoT, mobile payments require new RA approaches as CDR data is replaced by transactions/events and there is huge volumes of "big data".
2. Billing is shifting to flat rates and subscriptions requiring subscription assurance to dominate RA operations.
3. Internal fraud risks increase as new network elements are non-standard, allowing manipulation. Identity theft through device/account manipulation also poses risks.
4. RA systems must integrate diverse data sources across billing, IMS, HSS etc. to assure different revenue streams from subscriptions, pre
The document discusses Martello Technologies, a company that provides network optimization and performance management solutions. It acquired Elfiq Networks in 2018 to strengthen its ability to offer an innovative solution for unified communications network and application performance management. The combination of Martello's network performance software and Elfiq's SD-WAN technology allows for end-to-end network visibility and troubleshooting of real-time service issues through optimized bandwidth allocation. This provides an unprecedented quality of experience for customers.
Assuring quality and reliability of spatial servicesFabio Bittencourt
How Mapping, Cadastral and Land Registry organizations in developing countries can cost-effectively assure the quality and reliability of their Spatial Data Infrastructure (SDI)
Application SLA - the missing part of complete SLA managementComarch
How can operators ensure that the proper quality of so many complex services is delivered? Has the software for network and service monitoring enough functionality to provide the right information? Fortunately, OSS systems have evolved, and they currently contain functionalities allowing the
operator to build comprehensive service management platforms. Today, operators cannot even think about delivering modern services of a high quality without providing a SLA. This means that service assurance with SLAs becomes the most critical aspect of modern OSS solutions. Additionally, since most modern services are built based on a number of applications, delivering the services over network, the applications are becoming the core of the service models.
Service Quality Management - OSS Requirements in SQM ecosystemComarch
Quality expectations of customers are increasing, thus acting as catalyst for changes in service providers’ business models and their approach to overall service quality management. Introduction of SDP and Service Delivery Framework has increased flexibility for easily creating and co-provisioning services, resulting in a more complex end-to-end business case for delivering services. This leads to a situation where managing overall quality becomes a challenge as the single operator plays only a linking role in the long supply chain of the services offered.
Swisscom AG implemented application performance monitoring using Brocade's Analytics Monitoring Platform to gain visibility into application performance across its large, complex storage network supporting many enterprise customers. This identified oversubscribed ports causing high latency, allowing Swisscom to redistribute traffic and reduce peak latency by over 90%. It reduced troubleshooting time from 30 days to under 10 minutes and improved reporting and assurance of SLA compliance for customers.
The document discusses how industrial goods companies can benefit from digital services. It states that digitization allows service providers to dramatically reduce costs by improving productivity and addressing some issues remotely. It also enables new digital offerings like predictive maintenance and performance optimization. The size of the opportunity means companies should enter the field of digital services aggressively to maintain their competitive position and growth prospects.
SpatialBuzz - Front and Sullivan Marketing DocumentJames Yeh
The document discusses SpatialBuzz, a company that provides a cloud-based customer experience management platform for mobile network operators. The platform allows operators to monitor network performance in real-time, improve communication with customers, and reduce customer complaints. Key benefits of SpatialBuzz's platform include facilitating direct customer feedback, crowd-sourced network data analysis, and new features that help operators expand customer experience offerings. Major mobile operators in Europe have deployed SpatialBuzz's platform due to its ability to increase customer satisfaction while lowering costs.
The document contains the word "BEST" with no other context or details provided. It is not possible to provide a meaningful 3 sentence summary without more information from the document.
Despite the increasing roll-out of broadband terrestrial services like DSL, a
significant amount of households worldwide are deprived from fast broadband
access services. Bridging this digital divide is high on the agenda of decision
makers because broadband penetration has high economic impact on a
country. The service cannot be limited to cities. This requirement is translated
into 100% service obligations for Internet Service Providers (ISPs) covering
the whole territory of a country or region. Running these services in an
economically viable way is a major challenge.
In the present atmosphere of tighter budgets and pressure on resources, many public sector organiza-tions, including local authorities, are outsourcing services to outer organizations under service level agreements in cloud computing. Cloud computing is an approach to convey facilitated benefits over the web. Services are available to the users relying upon cloud arrangement and the Service Level Agreement (SLA) between the service providers and the cli-ents. Service level agreements are being utilized inside associations, directing connection between various sections of the association. It requires a commitment from both parties to support and adhere to the agreement in order for the SLA to work effectively. In spite of the fact that it gives a straightforward view about the cloud condition, such as cloud services, cloud distribution, security issues, responsibilities, agreements and warranties of the services. However, there are several issues occur from incorrect SLA which can cause misunderstanding among service providers and clients. SLA checking device confirm the SLA effectively whether it deals with all administrations as per SLA. In this paper, we represent a SLA confirmation and checking process that can distinguish SLA verification in gathering the information. We consider IaaS (Infrastructure as a Service) parameters for SLA verification in Cloud.
Anticipatory analytics - Bob Hallahan VP XavientBobhallahan
Don’t just attempt to predict what might happen with your business, anticipate what will happen and act on it before it occurs to prevent and avoid costs.
Similar to 5 ways to deliver quality of service for your customers faster and smarter (20)
5 ways to deliver quality of service for your customers faster and smarter
1. New York
London
Sao Paulo
Panama City
Buenos Ares
Mexico City
San Diego
Denver
Palo Alto
Los Angeles
A Directions Whitepaper
5WAYSToDeliverQualityofServiceforYourCustomers-
FasterandSmarter
Maximize Revenue, Improve Customer Satisfaction
and Reduce SLAViolations
Growing demand is driving the delivery of new complex satellite services. Ranging from television broadcasts, enterprise
services, broadband connectivity to mobile applications, these services offer the potential for higher revenues and market
expansion.With these new services comes added complexity and increased risks for customer impacting issues. So how
do you effectively reduce Service Level Agreement (SLA) violations, minimize customer churn, maximize revenue and
improve customer satisfaction?
Here are five ways you can deliver Quality of Service (QoS) for your customers - faster and smarter.
2. Prioritizebroadbandserviceissuesbasedonthegreatestimpactonthebottomline
So, what happens when your broadband satellite services are disrupted by multiple issues, such as rain fade
and an equipment failure at the same time? Which service do you fix first?
Many of the leading providers of satellite services worldwide are turning to Service
Quality Management (SQM) applications to help them prioritize their customer
services. So what can an SQM solution tell you? Picture multiple services having an
outage at the same time, such as your high speed Internet service for an oil rig, the
video conferencing service for an office and a long distance learning application for
a university.
By reviewing the SLA Key Performance Indicators (KPIs) for each service using an SQM solution that provides deep service
visibility, you can quickly prioritize the remediation of the services. You can view the time left in the SLA before a violation
occurs and the cost of a customer outage credit for each service. In an instant you can determine that the high speed
service is not close to violating its SLA, but that the video conferencing and long distance applications are both close to
being out of compliance.
When you examine the cost of the customer outage
credits, it’s clear that the video conferencing service
has the most significant penalty associated with a
violation, so it becomes the highest priority issue with
the long distance learning application and the high
speed Internet service being second and third in line
to be resolved.
By prioritizing service issues based on revenue impact
you can minimize the effects on the bottom line. The
services with the highest revenue impact are fixed
in priority order or if a service has just violated its SLA
and a credit is already going to be paid, then the next
highest revenue customer service can move to the top
of the priority list, since it has the most impact to the
bottom line now.
1
Video
Teleconference
High-Speed
Internet
Long Distance
Learning App
Services SLA Compliance Status
$ $$ $$$
Potential Cost
Value of Outage Credits Prioritization
$ $$Out of Compliance
Out of Compliance
Out of Compliance
$$$
$ $$ $$$
1
2
3
Prioritization Process
Prioritizing the video conferencing service based on revenue impact.
Three services are down with critical alarms
Video conferencing and long distance app
service are close to being out of compliance
Video
conferencing
service has the
largest
penalty followed
by the long
distance app
and high speed
internet service
Therehasbeen50%revenuegrowthover
thelast5yearsinbroadbandservices.
SatelliteIndustryAssociation(SIA)
1
3. 2
Predictenterpriseserviceproblemsaheadofcustomerimpact
Your enterprise customers pay more and expect higher levels of service. The
SLAs reflect that reality. Enterprise services offer you higher margins, but they
bring with them more risk, since penalties for outages are larger. So how do
you avoid service issues impacting your customers and the potential of steep
SLA penalties?
Predictive analytics can help you detect issues that affect your enterprise services prior
to revenue and customer impact. A robust SQM solution offers not only historical, but
also predictive metrics to raise operational productivity.
For example, you can monitor the signal quality of a data transmission service that
supports a SCADA application using KPIs such as EIRP, Es/NO and C/NO using a solution
such as NeuralStar SQM. If the metrics drop below a minimum threshold, it could point
to an upcoming interference issue that may soon affect this enterprise service. This
gives you a chance to proactively try to resolve the interference issue prior to an SLA
being violated.
By setting dynamic thresholds for the data transmission service you can keep revenue streams flowing and SLAs intact
by effectively predicting service issues prior to them occurring. The dynamic thresholds can be set above and below
baseline values so that you receive alerts if satellite traffic levels spike or drop dramatically. This enables performance and
latency issues to be rapidly detected and adjustments made to maintain throughput, minimize congestion and ensure a
high level of QoS to avoid any customer impact and SLA penalties.
Predictive analytics can also be used to detect other common issues that can affect enterprise services such as increasing
power levels of HPAs indicating a possible rain fade event, beam voltage fluctuations highlighting an impending transmitter
problem, rising temperatures on LNAs signaling near-term equipment failure or disk space and memory utilization on
servers reaching capacity pointing to a performance issue.
Detecting an upcoming interference issue based on changes in signal quality.
Alarms indicate signal quality has fallen below minimum threshold levels for the enterprise service
Dropping
signal
quality levels
for enterprise
service
indicates
an upcoming
interference
issue
Predictivemetricsareespeciallyuseful
forcompaniesthatareseekingto
mitigaterisksandpreventdisruptive
eventshavinganimpactonproductivity.
Gartnerestimatesthatby2017,
organizationswithpredictiveanalyticsin
placewillbe20percentmoreprofitable
thanthosewithout.
Gartner,theworld’sleadinginformation
technologyresearchandadvisory
2
4. You now know that there has been no impact to the mobile broadband service because there has been no downtime
due to the automatic failover, but you need to replace the back-up BDC to reduce any future risks. This added intelligence
enables you to quickly determine the real issue, avoid wasting time reviewing non-critical alarms and minimize any service
disruptions to deliver a good quality of experience and minimize customer churn.
3
ImplementintelligentservicerulestoreduceMTTRformobilesatelliteservices
Is a growing source of your revenue based on the insatiable mobile bandwidth demand from users in the
maritime, land and aeronautical sectors? If so, keeping these customers satisfied and the churn rates low is
core to maintaining your growing revenue stream. Then, how do you minimize service disruptions, so latency
sensitive mobile applications deliver a good quality of experience to keep customers satisfied?
You create intelligent service rules based on your mobile satellite concept of operations
to reduce any downtime and accelerate the troubleshooting and remediation
process. The service logic behind the rules identifies the real alarms, suppresses the
false ones and determines the root cause of issues faster to reduce the Mean-Time-To-
Repair (MTTR) and minimize any service disruptions to mobile customers.
For example, when a Block Down Converter (BDC) that supports the delivery of broadband mobile connectivity to a
cargo ship fails, it triggers a flood of downstream alarms showing multiple issues that can overwhelm you. You don’t know
which alarms are real and which ones are false positives or the affect they have on your customer’s services.
You don’t have time during an outage to review each alarm individually – the service needs to be back online immediately
to avoid frustrated customers. You only want to view the critical alarms that require action, instead of filtering through a
sea of alarms.
You need intelligent service rules that automatically suppress downstream alarms for the other devices in the equipment
chain when a BDC fails. Rules that add intelligence to your operation by monitoring the service status and service quality
indicators and send out only a single major alarm that lets you know that the service is “Available”, because the BDC
automatically failed over to a back-up device, but “At Risk” because there is no longer any redundancy with the spare
BDC in use.
Enhancing mobile satellite service performance by providing actionable intelligence.
Mobile service is running
on back-up BDC
BDC failure triggers
major alarm
Single alarm with others suppressed
Service
availability
over time
for mobile
service
Service
status is
“Available”
The
service
quality is
“At Risk”
Mobilesatelliteservicesgrewby25%in
2014.
SatelliteIndustryAssociation(SIA)
3
5. 4
Minimizedisruptionstohighvaluecustomerservices
Do you know what customer services are being passed through your devices and the criticality of the
equipment in terms of its SLA implications? This insight is vital during troubleshooting and the maintenance
process.
As an example, a common challenge when conducting maintenance is the lack of real-time visibility into the relationships
among devices, customer services and SLAs. Trying to track the relationships manually through spreadsheets and diagrams
is time consuming, labor intensive and prone to human error. So how do you effectively perform routine and preventive
maintenance, while delivering the QoS your customers expect?
With the right SQM solution, you can view in real-time your entire inventory of equipment that supports customer services.
You can immediately see what services are running through a rack of equipment and what customers would be affected
by maintenance and determine any SLA implications.
Consider a scenario where you need to take a specific downconverter offline for its preventive maintenance. You find
primary downconverter number five in the inventory list and you can see that it’s a high value device because it supports
five important customers with services ranging from full-time video, high speed Internet access to video conferencing.
By looking at the SLA metrics it’s clear that the device is supporting three services that are out of compliance. You quickly
determine that it’s best to wait until the SLA issues have been worked out before taking the downconverter offline for
maintenanace. This will help minimize the service impact to your high value customers. With this type of visibility across
your inventory you are better able to plan your maintenance efforts and troubleshoot effectively to ensure the optimal
delivery of services to your customers. You can also quickly see which devices support multiple services and ensure that
spares are available, since any downtime could cause SLA violations and costly outage credits.
Improving customer service delivery by optimizing maintenance efforts.
Downconverter availability and status
Several customers
relying on downconverter
Multiple services
running on the device No alarms associated
with the equipment
Three services
out of
compliance
4
6. 5
ReducecostlySLAviolationsinhighestprofitsatellitevideoservices
If you’re like most satellite operators, television broadcasts are a big source of revenue. So how do you
effectively ensure the uptime of these top revenue producing television services to avoid costly SLA violations
and enhance the customer experience?
Let’s start by looking at the top ten SLAs for these video services by revenue in real-
time. With a solution such as NeuarlStar SQM, at a quick glance you can see if any of
your top revenue sources are affected by a service issue.
For example, when your most profitable full time video service is displaying a red alarm,
you can determine the immediate customer impact by looking at (KPIs) including how
many seconds the SLA has been out of compliance, what the dollar value is of any
outage credits and how the expected performance of the SLA is compared to the actual. The longer the outage, the
greater the likelihood that the customer experience will be negatively impacted.
You can also determine the longer term impact of the television service issue by reviewing the total dollar value in the
cycle and how much time is left in the cycle. As the duration of an outage increases, so do the outage credits as a
percentage. You can get a real-time view into the total dollar value of the outage credits that may need to be paid back
to the customer, if the television service issue isn’t resolved within a certain time frame. It tells you the overall impact this
television service issue could have to your operations and to your customer satisfaction levels.
To jump start the process of minimizing the full time video service issue - examine the end-to-end services map that shows
which segment of the satellite operation is affected by the issue, whether it’s a carrier, downlink or uplink problem. Then
you can quickly drill down into the affected service segment and start the troubleshooting process to resolve the issue.
Minimizing customer impact by monitoring the top SLAs for video services.
Performance of SLA for video service
Top ten
SLAs
by revenue
showing an
issue with
video
service
End-to-end
service view
showing
alarm
KPIs for affected
SLA
- Outage credits
- Value per cycle
- Time out of
compliance
- Total time
in cycle
SatelliteTVServices(DBS/DTH)account
for77%ofallsatelliteservicerevenues.
SatelliteIndustryAssociation(SIA)
5
7. 6
ManagingComplexServices-ThePathForward
Managing customer services and doing so effectively is becoming a necessity and no longer a
luxury in today’s hyper competitive environment. A recent report from the World Teleport Association
surveying global operators, teleport operators and telecom businesses describes the driving forces
well.
“All this points to a future where the ability to manage complex network services – and do it effectively, efficiently and
with superb customer service will become a major competitive differentiator. If our respondents are correct, it may well
become something more: a matter of survival for service providers both big and small, in every market.”
Does your organization have an SQM solution in place to compete effectively? One that helps you take a business
focused approach to managing services and SLAs, rather than just managing the underlying network and devices. A
solution that will help you to keep pace with demand, better manage customer services, and drive greater profitability.
Choosing the right solution could be the critical milestone that helps your organization not only survive, but thrive in this
customer centric environment.
NeuralStarSQM:MaximizingRevenue,ImprovingCustomerSatisfaction
andReducingSLAViolations
NeuralStar®
Service Quality Manager (SQM) is the first end-to-end enterprise software product for
satellite and terrestrial service management. It helps service providers improve quality of service and
customer satisfaction, maintain and grow revenue and optimize satellite and terrestrial operations.
Improve Quality of Service and Customer Satisfaction — NeuralStar SQM improves the quality of services and more
effectively manages SLAs, resulting in enhanced customer care and increased customer satisfaction. It minimizes service
disruptions to customers by discovering issues faster and helping operational staff resolve them rapidly.
Maintain and Grow Revenue — NeuralStar SQM identifies high-priority problems quickly and helps operational staff respond
based on business impact such as revenue, profitability, service and customer experience. It enables organizations to
manage more services, launch new services and maximize SLAs to maintain and increase revenue.
Optimize Operations — NeuralStar SQM monitors service performance across satellite and terrestrial operations in a single
unified platform delivering end-to-end management visibility. It proactively monitors the network to identify issues before
they become service impacting and scales to manage hundreds of services and thousands of supporting devices.
CustomerSuccess
Theworld’sleadingproviderofsatellite
servicesusesNeuralStarSQMtomanage
itsbusinesscriticalcustomerservices
effectively.Usingthesingleplatform,
theyareabletomonitorandcontroltheir
entireteleportoperationsandmanage
alloftheirservicesforcustomers.
Customersexperienceahigherlevelof
service,operationalproductivityisraised,
costsareloweredandproblemsarepro-
activelyprevented.
NueralStar SQM’s global and customer service centric view.
8. 5971 Kingstowne Village Parkway
Suite 200
Alexandria, VA 22315
703-254-2000
Email: Info@KratosNetworks.com
www.KratosNetworks.com
From Kratos, the Leader in End-to-End (E2E) Management
Kratos is a leader in helping organizations assure the availability, reliability and quality
of communications across large scale, heterogeneous, and geographically distributed
operations.With a complete End-to-End (E2E) management suite of products, we provide
unprecedented visibility into your entire operational environment. Our products include:
NeuralStar Service Quality Manager (SQM) for service and SLA management, NeuralStar
for the management of large scale enterprise networks and Compass, the industry leading
Monitor & Control (M&C) solution with over 3,000 global installations. Our RF interference
mitigation and cancellation and other ground station solutions can also be seamlessly
integrated for complete satcom management.