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Telecom - the influence of OSS on customer experience management
The document discusses how open source software (OSS) can influence telecom customer experience. It describes collecting customer data through surveys, drive tests, monitoring applications and call center statistics to understand customer needs and expectations. This information is then analyzed using statistical modeling and metrics like Quality of Experience to identify any gaps between expected and delivered service quality. The results are used to provide network planners with reports and guidance to improve customer experience. Integrating OSS/BSS allows service providers to better align business and technical aspects by mapping offerings, products and network resources. This helps fulfill customer orders while managing service and product lifecycles.
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Telecom - the influence of OSS on customer experience management
- 1. telecoms.comarch.com How OSS influencestelecom customer experience Copyright Comarch 2014
- 2. CUSTOMER EXPERIENCE USER VS.SERVICE PROVIDER 2 Copyright Comarch 2014 telecoms.comarch.com
- 3. Customer-centric Approach • • Information • gathering• Processing Resutls 3 Customer Surveys Drive tests Monitoring applications for end devices Call centre statistics • Statistical modelling • QoE – expression of service user satisfaction • Reports with guidance for network planners • Procedures and trainings Copyright Comarch 2014 telecoms.comarch.com
- 4. Real-life Scenario • Goodservice quality: – Youtube without delays – Facebook connection – Blackberry everywhere – Notifications about potential problems arrive quickly Needs Service Experience Experience Expectations Customer • It works or it does not work • Service price • Problems are fixed quickly • Call Centre knows about my problems • SP has a good offer Post mortem vs. Proactive 4 Copyright Comarch 2014 telecoms.comarch.com
- 5. Real-life Scenario • Enddevice statistic collection • Call centre statistics • Billing information • Network probing • Network alarming and performance management • Other OSS End Device Network Resources Delivered Service IT & Application Content Service Provider 5 Copyright Comarch 2014 telecoms.comarch.com
- 6. Service Quality GapAnalysis End Device Needs Service Quality Gap Expected Service Experience Expectations 6 Copyright Comarch 2014 Delivered Service Service Communication Customer telecoms.comarch.com Network Resources IT & Application Content Service Provider
- 7. OSS/BSS INTEGRATION ALIGNING BUSINESSAND TECHNICAL ASPECTS 7 Copyright Comarch 2014 telecoms.comarch.com
- 8. Multiple Layers tobe Considered Offerings (how we sell) MarketSpecific BusinessSpecific Products (what we sell) NetworkSpecific 8 Copyright Comarch 2014 telecoms.comarch.com Services and Resources (how we provide)
- 9. Getting it Aligned Market Specific Offering (bundled) Offering Offering (commercial) Offering Offering (bundled) Offering Offering (commercial) Offering (bundled) Offering Offering Composed ProductSpec Customer Facing Service Customer Facing Service Resource Facing Service Network Specific Copyright Comarch 2014 telecoms.comarch.com Customer Facing Service Resource Facing Service Resource Facing Service Customer Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource Facing Service Resource 9 Product Specification Resource Resource Facing Service Resource Resource Facing Service Resource Resource Resource Facing Service Resource Resource Service Catalog Business Specific Product Specification One to One (1:1) Mapping Product Specification Central Product Manager Offering (bundled) Offering (bundled) Resource Facing Service Resource Resource
- 10. Sales Channels Order Capture OrderCapture Order Capture CRM Self Care Dealer Care Central Product Manager Order Management Designer Publisher Product Inventory Sales Support Customer Order Orchestration Product Offering Manager Product Information Publisher Cart Manager Customer Order Distribution Sales Network Manager Product Information Repository Recommendation Engine Customer Order Tracking & Management Product Specification Manager Quotation Engine Pricing Algorithm Specification Manager Product Configurator Customer Order Lifecycle Management Product Lifecycle Management BIlling System Pricing Algorithms Service Catalog and Fulfillment Service Catalog 10 Copyright Comarch 2014 CFS specification telecoms.comarch.com Service Fulfillment Execution Product Instances
- 11. Sales Channels Order Capture OrderCapture Order Capture CRM Self Care Dealer Care Central Product Manager Order Management Designer Publisher Product Inventory Sales Support Customer Order Orchestration Product Offering Manager Product Information Publisher Cart Manager Customer Order Distribution Sales Network Manager Product Information Repository Recommendation Engine Customer Order Tracking & Management Product Specification Manager Quotation Engine Pricing Algorithm Specification Manager Product Configurator Customer Order Lifecycle Management Product Instances Product Lifecycle Management BIlling System Pricing Algorithms limited limited Service Catalog and Fulfillment Service Catalog 11 Copyright Comarch 2014 Product Managers telecoms.comarch.com CFS specification Service Fulfillment Execution Product Administrators Service Delivery Administrators
- 12. Relatively Simple: Offering &Product Management • Web-based GUIs for • Product Offering Management • • • Creating, Browsing, Modifying • Product Specification Management • • • Creating, Browsing, Modifying • Order Management • • • 12 Creating, Browsing, Modifying Copyright Comarch 2014 telecoms.comarch.com
- 13. Service Catalog-Driven Fulfillment TMFSID based approach • GB922 Key Entities • Customer Facing Services (CFS) • Resouce Facing Services (RFS) • Service Templates Product BSS Product BSS S S S RfS RfS Customer facing Service Customer facing Service RfS Relations S RfS • Service Access Points (SAPs) relate services to resources • Third party CFSs mapped to RFSs • Multiple service domains can be easily combined 13 Copyright Comarch 2014 telecoms.comarch.com RfS S CfS RfS OSS R OSS R R R S S S S RfS S S R R S S CfS CfS S S S S RfS R R S RfS CfS S S S RfS S R R R R R R R
- 14. Service Quality andCustomer Experience Customer Experience Service Monitoring Service Quality Management SLA Business Rules 14 Copyright Comarch 2014 telecoms.comarch.com
- 15.
Editor's Notes
- #9 First of all we have to look at all layers – and separate these layers very well
- #11 Following diagram presents the high level architecture of product catalog, service catalog and fulfillment in the context of its environment – sales channels and billing system.We created such BSS/OSS architecture with certain assumptions, including usage of TMForum Information Framework…
- #12 It also provides next step of teams collaboration improvement – more automatized cooperation of product administrators and service delivery team.Service delivery team is using own tools for managing fulfillment part. Fulfillment logic is service catalog driven – limited configuration needed, no hard coding, no scripts for each new product offering / product specification!