Tech Mahindra is a global consulting firm focused on the communications industry. For over two decades, it has helped telecommunications companies transform their operations and generate new revenue through services such as network design, testing, and managed services. The document discusses Tech Mahindra's expertise in LTE service assurance, which allows communication providers to monitor service performance end-to-end and identify issues in order to improve customer experience.
Increasing Revenue Through Improved Customer ExperienceQuEST Forum
Increasing Revenue Through Improved Customer Experience presented by Jonathan Hopkinson - Huawei Technologies Co., Ltd. and Derek Chen - Hong Kong Telecom.
CEM (Customer Experience Management) will be another new revenue generator for the Telco Operator, since the price competition have been coming in to saturated and unprofititable phase.
Customer Experience Management (CEM) has transformed a lot over the last few years with power of analytics. This presentation will show some facts and use cases.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Increasing Revenue Through Improved Customer ExperienceQuEST Forum
Increasing Revenue Through Improved Customer Experience presented by Jonathan Hopkinson - Huawei Technologies Co., Ltd. and Derek Chen - Hong Kong Telecom.
CEM (Customer Experience Management) will be another new revenue generator for the Telco Operator, since the price competition have been coming in to saturated and unprofititable phase.
Customer Experience Management (CEM) has transformed a lot over the last few years with power of analytics. This presentation will show some facts and use cases.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
How can you increase profits while your money is literally going out the door? We have identified 10 common service problems companies experience and provided some solutions to those problems, which will help you fix your revenue leakage as well as increase efficiencies and drive more revenues.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
To view the recorded version of the Lumata webinar held at Computaris' 2 decade anniversary virtual event, please register here: http://webexpo.computaris.com/webinars/lumata
Revenue Assurance Industry Update - Webinar by Dr. Gadi Solotorevsky, cVidya'...cVidya Networks
The Revenue Assurance arena is going through significant changes. To learn more, see this webinar presentation by Dr. Gadi Solotorevsky, cVidya’s CTO and Chair of the Revenue Assurance Modeling Team of the TM Forum. Find out more about those changes, the reasons behind them, and how they come into play in the daily activities of Revenue Assurance departments.
For more information on revenue assurance: http://www.cvidya.com/
Inextrix Technologies Pvt. Ltd is one of the well known IT companies based in India. The company has been catering to its customers across the world since 2010.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
Revolutionizing CX_ How Digital Testing Leads the Way in Digital Transformati...kalichargn70th171
The digital transformation landscape has become a key topic of discussion
globally, especially in light of the ongoing economic downturn. The COVID-19
pandemic has only accelerated the need for businesses to keep pace with the
changing times, as they are driven to expedite their digital transformation
journey to ensure their continued operation, if not growth. The pandemic has
resulted in a shift in the traditional way of working, presenting new challenges
in implementing flexible work setups, remote client engagement, and
automated customer experiences.
By using CCE to provide IT Services and support to your clients, you will be drawing on a wealth of expertise, experience, investment and independence. You will be free to nurture your key relationships using CCE to provide the resources, infrastructure, services and support your clients require. Technical issues on a Sunday? No problem. CCE provide a 24/7/365 in house support desk to all our channel partners.
The Power and Promise of SaaS: CA Cloud Service Management Case StudyCA Technologies
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
Unlocking the Potential of the MLM Platform for IT Services: A Comprehensive ...Epixel MLM Software
The MLM platform facilitates more than just networking; it acts as a spark for tactical alliances, creative problem-solving, and increased achievement. It expresses the conviction that remarkable results can be achieved via teamwork. MLM platform seeks to enable IT service providers, entrepreneurs, and hobbyists to prosper in a world full of opportunities by focusing on creating a community-driven ecosystem.
The techology service sector faces so many challenges. IT service providers need to step up to the challenge of simplifying and expediting the customization process as consumer expectations continue to change. IT services face two additional major issues in addition to sophisticated service integration, client assistance and administration, service knowledge dissemination, and regulatory and compliance adherence. These include of member empowerment, network management, upselling, and customer acquisition.
Customer acquisition and upselling
In the fiercely competitive world of technological services, gaining new customers and boosting service adoption depend on skillful service provision and enticing compensation plans. In the context of the market, these components are essential for preserving steady growth and enhancing total profitability.
Building new customer relationships and promoting increased service use are crucial components of sustained growth and profitability in the cutthroat world of computer services. Incentives along with efficient service delivery provide the cornerstone for further growth in this dynamic sector.
SREYAS SOFTWARE SOLUTIONS PRIVATE LIMITED is a dynamic
and innovative technology company specializing in software development,
fintech product development including but not limited to the design,
development, testing, and launch of software and technology solutions for
the financial services industry, such as payment processing, risk
management, compliance, and investment management tools.
How can you increase profits while your money is literally going out the door? We have identified 10 common service problems companies experience and provided some solutions to those problems, which will help you fix your revenue leakage as well as increase efficiencies and drive more revenues.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
To view the recorded version of the Lumata webinar held at Computaris' 2 decade anniversary virtual event, please register here: http://webexpo.computaris.com/webinars/lumata
Revenue Assurance Industry Update - Webinar by Dr. Gadi Solotorevsky, cVidya'...cVidya Networks
The Revenue Assurance arena is going through significant changes. To learn more, see this webinar presentation by Dr. Gadi Solotorevsky, cVidya’s CTO and Chair of the Revenue Assurance Modeling Team of the TM Forum. Find out more about those changes, the reasons behind them, and how they come into play in the daily activities of Revenue Assurance departments.
For more information on revenue assurance: http://www.cvidya.com/
Inextrix Technologies Pvt. Ltd is one of the well known IT companies based in India. The company has been catering to its customers across the world since 2010.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
Revolutionizing CX_ How Digital Testing Leads the Way in Digital Transformati...kalichargn70th171
The digital transformation landscape has become a key topic of discussion
globally, especially in light of the ongoing economic downturn. The COVID-19
pandemic has only accelerated the need for businesses to keep pace with the
changing times, as they are driven to expedite their digital transformation
journey to ensure their continued operation, if not growth. The pandemic has
resulted in a shift in the traditional way of working, presenting new challenges
in implementing flexible work setups, remote client engagement, and
automated customer experiences.
By using CCE to provide IT Services and support to your clients, you will be drawing on a wealth of expertise, experience, investment and independence. You will be free to nurture your key relationships using CCE to provide the resources, infrastructure, services and support your clients require. Technical issues on a Sunday? No problem. CCE provide a 24/7/365 in house support desk to all our channel partners.
The Power and Promise of SaaS: CA Cloud Service Management Case StudyCA Technologies
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
Unlocking the Potential of the MLM Platform for IT Services: A Comprehensive ...Epixel MLM Software
The MLM platform facilitates more than just networking; it acts as a spark for tactical alliances, creative problem-solving, and increased achievement. It expresses the conviction that remarkable results can be achieved via teamwork. MLM platform seeks to enable IT service providers, entrepreneurs, and hobbyists to prosper in a world full of opportunities by focusing on creating a community-driven ecosystem.
The techology service sector faces so many challenges. IT service providers need to step up to the challenge of simplifying and expediting the customization process as consumer expectations continue to change. IT services face two additional major issues in addition to sophisticated service integration, client assistance and administration, service knowledge dissemination, and regulatory and compliance adherence. These include of member empowerment, network management, upselling, and customer acquisition.
Customer acquisition and upselling
In the fiercely competitive world of technological services, gaining new customers and boosting service adoption depend on skillful service provision and enticing compensation plans. In the context of the market, these components are essential for preserving steady growth and enhancing total profitability.
Building new customer relationships and promoting increased service use are crucial components of sustained growth and profitability in the cutthroat world of computer services. Incentives along with efficient service delivery provide the cornerstone for further growth in this dynamic sector.
SREYAS SOFTWARE SOLUTIONS PRIVATE LIMITED is a dynamic
and innovative technology company specializing in software development,
fintech product development including but not limited to the design,
development, testing, and launch of software and technology solutions for
the financial services industry, such as payment processing, risk
management, compliance, and investment management tools.
VPN as the Key for a Successful MSP BusinessSafar Safarov
“VPN as the Key for a Successful MSP Business” is a Tactical eHandbook that reveals Virtual Private Networks as the tactics of a successful delivering of managed services and presupposes that you are an IT Services Provider whose strategy is delivering of managed services already. Please be aware that Virtual Private Networks are considered in the eHandbook as a way of delivering of managed services, but not as a service itself.
Techsync has been in the forefront in providing solutions using latest technology, to various industry verticals with a specialization in Airline Industry. Such innovative solutions has always encouraged Techsync to help customers leapfrog to achieve maximum benefit.
We are among the first people who started deploying Open source Telephony solution in MENA region. Our vendor certified resources have expertise gained more than 100+ implementations and our partners can rely on this expertise and insight."For questions that match your specific needs, access the link below"https://www.dvcom.ae/creating-a-connected-workplace-embrace-the-power-of-microsoft-and-yealink-to-unite-your-team/
We are among the first people who started deploying Open source Telephony solution in MENA region. Our vendor certified resources have expertise gained more than 100+ implementations and our partners can rely on this expertise and insight."For questions that match your specific needs, access the link below" https://www.dvcom.ae/yealink-distributor-uae/
Mobile App-Store Enhanced Architecture with Pro-active Security ControlTech Mahindra
A pro-active mobile security control system around the apps submission process that identifies and prevents publishing malicious intent apps on the stores is very much required. This white-paper highlights modification in the generic architecture of an app-store for pro-actively integrating the apps security control system and that can fit or plug-in into the existing app-stores easily.
Cloud Computing IT Lexicon's Latest Hot SpotTech Mahindra
Cloud computing, a highly flexible deployment model is emerging because of enhancing interdependence of business and IT. Effective and efficient resource sharing, interconnecting between people, department and companies is possible because of this emerging technology. Cloud computing also provides a stable environment where Telcos can improve business outcomes by leveraging their experience in offering IT centric managed services. Though not without its flaws, cloud computing looks to change the way companies do business in the near future.
Tech Mahindra participated in the event as the Silver Sponsor along with a speaker slots for -Vivek Agarwal, who head the Tech Mahindra Europe operations and George Glass, Chief Architect, BT. The theme for Tech Mahindra’s presentation was Telecom Transformation, which has recently gained significant importance for most leading Telcos globally.
Vivek spoke about how Telco Transformation is shaping the ecosystem, how the new market drivers are having a causal effect on the practices and metrics, how one can leverage experiences gained in Greenfield to create a differentiation strategy in a brownfield and finally he also presented a few case studies about some of Tech Mahindra’s h key engagements. One of the case studies was BT, whereby George Glass shared his experience with Tech Mahindra from a customer’s point of view.
The Client was looking for a partner who could manage NOC to contro; their OpEx tech Mahindra offered a 24x7x365 model with rationalised team structure to support the NOC, substantially reducing OpEx and thus enabling improved network availability to clien
Carrier network operations centre for a 3G operator in Philippines
The client is operating a telecom service network including wired and wireless network in various markets across the country. The network comprises 2G, 3G, VAS, transmission and IP equipment from over 15 different vendors and of over 100 types of network elements. There were individual monitoring teams for different services and vendors for example. 3 separate teams were monitoring 3G networks at 3 different locations. Some of the operations and maintenance activities were outsourced to vendors, thus resulting in huge operations and management costs and manpower requirements. Since inventory for different vendors and networks were held by individual EMSs, they were not able to correlate alarms and faults within various networks
Enabling innovative VAS solutions for a tier 1 operator in UK
Today consumers are looking for personal media experiences – access to content on their terms, targeted at rich media mobile devices they carry. Service and content providers at the same time are facing a challenge in creating and delivering rich media bundles to the consumers. The client wanted to enable similar personalized media experience for their existing IPTV consumers in collaboration with BBC for events, sponsored by them i.e. Paralympics World Cup and London Grand Prix.
Through its vision of media mobility, CanvasM has built, operated and managed trial environment to personalize media experience for the client’s consumers. This was done using Tu Vista Solutions that delivered media bundles to sports enthusiasts who desire rich immersive experience at the sporting event or when on a move.
2. The complexity of modern communication services and the number of support groups that need visibility of their quality
and performance is beyond the scope of traditional network management systems. Therefore, telecom service provider
revenue has become dependent on the rapid introduction of complex services in an increasingly competitive market.
Telco support groups struggle to monitor and manage these new services as the rate of service introduction increases.
NOCs today have limited ability to:
?Monitor end-to-end throughput from eNode-B to the application server in the NDC across each network element and
interface
?Correlate multiple alarms to identify the cause of a throughput SLO violation and identify the network
element/interface responsible
?Identify the number of customers impacted for each sub service type
?Identify the types of customers(domestic, enterprise and international in-roamers) facing the performance degradation
based on IMSI grouping
Unified Services Platform:
For customer retention, services must be managed holistically, in real time, from the moment the service is made available
to the customer. To ensure customer experience and ultimately customer retention, service providers need solutions that
can be implemented rapidly and provide full visibility to all service impacting scenarios.
The following are the benefits of a Unified Services Platform:
?End-to-end visibility into the throughput being delivered across the network and ability to identify potential bottlenecks
?Ability to prioritize restoration efforts based on number of customers impacted
?Ability to generate a service impact view of a resource outage/performance degradation
Snapshot of the business model:
Introduction
The services platform should be able to monitor end-to-end service performances delivered across the network, identify
the KPI/KQI/SLO violations and the network element/interface responsible as part of the RCA.
?Monitoring both at LTE Control plane signaling and Bearer plane is paramount
?Service KQI is dependent on both application and network layer matrices
?Measure & Monitor Network equipment usage, link Latency & jitter, throughput
?Use probes, periodic performance data, active alerts and thresholds
Service Assurance in the LTE Network
2 3
Customer Experience in the LTE Network
3. 4 5
Use case: Video Streaming Services Performance bottlenecksTech Mahindra's Approach
We look at your organization as a whole to determine the impact of Key Quality Experience (KQE) and Key Quality
Indicators (KQI) – failure or non adherence to any of these might have impacts on your operations, your reputation, and
your business objectives.
We deliver a strategy that recognizes the interrelationship between infrastructure, data and people.
Our LTE Service Assurance experts have developed a service model that improves your services KQI & KQE using our
consulting framework which leverages best practices, methodologies and industry standards.
Tech Mahindra's solutions have evolved over the years working closely with our customers. Each of these solutions and
offerings is backed by thought leadership and a successful track record of solving customer problems. While we have
build trust with our customers, they have gained immense confidence in a connected world.
We are a preferred Global Service Provider for telecom & enterprise customers by providing specialized solution through
Consulting, System Integration and Managed Services.
4. 6 7
Snapshot of the Delivery Life Cycle
?Customer Satisfaction - Customer retention through service quality assurance
?Time to Value - Rapidly deploy pre-packaged or custom service relationship and behaviour models and reduce the
time to deliver differentiated support processes by a factor of 5 or more
?Comprehensive service quality & impact visibility - Reduce service degradation and customer churn by using
intuitive displays to monitor current service quality across diverse networks, probes, and other support systems to
immediately detect any degradation that might impact the customer's service quality
?Proactive Monitoring of Video QoE - IPTV Probes and Content quality analysis help monitor Video QoE and rectify
degradations before customer reports it
?Service health Reports - summarization of service impacting events and KPIs help identify long term trends and
recurring problems
?Reduced MTTR - Service Modeling brings SME knowhow into system and helps do visual RCA thus reducing time to
repair
Quantifiable Benefits
Tech Mahindra has over 100 consultants having rich telecom service assurance domain experience and a full range of
service assurance products. We have an excellent track record in partnering our clients in their e-2-e journeys with the
three key objectives of increased assurance, enhanced operational efficiency and reduced costs.
?Best Talent: Our consultants have a deep knowledge across LTE Service Assurance domain. This is in conjunction with
our deep dive consulting approach & Service Assurance COTS products to formulate high quality implementable
solutions for our clients
?Best Practices: Design and implement best of breed solutions, architecture, models and methodology inline with
industry best practices
?Expertise: Expertise in creating sustainable value growth through innovative solutions and ongoing development
across LTE Service Assurance domain
?Depth of Experience: Multi product and multi vendor solution expertise
Key Differentiators