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.
3. Customer-centric Approach
•
•
Information •
gathering •
Processing
Resutls
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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
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4. Real-life Scenario
• Good service quality:
– Youtube without delays
– Facebook connection
– Blackberry everywhere
– Notifications about potential
problems arrive quickly
Needs
Service
Experience
Experience
Expectations
Customer
• It works or it does not work
• Service price
• Problems are fixed quickly
• Call Centre knows about my
problems
• SP has a good offer
Post mortem vs. Proactive
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5. Real-life Scenario
• End device statistic collection
• Call centre statistics
• Billing information
• Network probing
• Network alarming and
performance management
• Other OSS
End Device
Network
Resources
Delivered
Service
IT &
Application
Content
Service Provider
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6. Service Quality Gap Analysis
End Device
Needs
Service
Quality Gap
Expected
Service
Experience
Expectations
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Delivered
Service
Service
Communication
Customer
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Network
Resources
IT &
Application
Content
Service Provider
8. Multiple Layers to be Considered
Offerings
(how we sell)
MarketSpecific
BusinessSpecific
Products
(what we sell)
NetworkSpecific
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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
Product Spec
Customer Facing
Service
Customer Facing
Service
Resource Facing
Service
Network
Specific
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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
Order Capture
Order Capture
CRM
Self Care
Dealer Care
Central Product Manager
Order Management
Designer
Publisher
Product Inventory
Sales Support
Customer Order
Orchestration
Product Offering
Manager
Product Information
Publisher
Cart Manager
Customer Order
Distribution
Sales Network
Manager
Product Information
Repository
Recommendation
Engine
Customer Order
Tracking &
Management
Product Specification
Manager
Quotation Engine
Pricing Algorithm
Specification Manager
Product
Configurator
Customer Order
Lifecycle Management
Product Lifecycle Management
BIlling System
Pricing Algorithms
Service Catalog and Fulfillment
Service Catalog
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CFS specification
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Service Fulfillment
Execution
Product Instances
11. Sales Channels
Order Capture
Order Capture
Order Capture
CRM
Self Care
Dealer Care
Central Product Manager
Order Management
Designer
Publisher
Product Inventory
Sales Support
Customer Order
Orchestration
Product Offering
Manager
Product Information
Publisher
Cart Manager
Customer Order
Distribution
Sales Network
Manager
Product Information
Repository
Recommendation
Engine
Customer Order
Tracking &
Management
Product Specification
Manager
Quotation Engine
Pricing Algorithm
Specification Manager
Product
Configurator
Customer Order
Lifecycle Management
Product Instances
Product Lifecycle Management
BIlling System
Pricing Algorithms
limited
limited
Service Catalog and Fulfillment
Service Catalog
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Product
Managers
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CFS specification
Service Fulfillment
Execution
Product
Administrators
Service Delivery
Administrators
13. Service Catalog-Driven Fulfillment
TMF SID based approach
• GB922
Key Entities
• Customer Facing Services (CFS)
• Resouce Facing Services (RFS)
• Service Templates
Product
BSS
Product
BSS
S
S
S
RfS RfS
Customer facing Service
Customer facing Service
RfS
Relations
S
RfS
• Service Access Points (SAPs) relate
services to resources
• Third party CFSs mapped to RFSs
• Multiple service domains can be easily
combined
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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 and Customer Experience
Customer Experience
Service
Monitoring
Service Quality
Management
SLA Business Rules
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First of all we have to look at all layers – and separate these layers very well
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…
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!