Currently, CSPs face a problem as they are constrained by high numbers of legacy systems in their back office. This leads to high volumes of product, service and functional silos, meaning that there is no ‘single view’ of customers or services (a concept talked about in the industry for several years), and as a result, this creates increased customer experience complexity for the CSPs. As the evolution of the communications services industry continues towards connectivity solutions and an explosion of virtual service provision, new business models will need to be supported by a greatly enhanced BSS layer that sits between the customer experience and back-office O/BSS in the CSPs IT estate.
For the CSPs who are looking to adopt a far reaching transformation model, the investment required can result in long-term demands across their business, including costs that can reach into the high millions, sometimes years of investment, ever-increasing complexity, and, ultimately, the risk that the programme may fail to deliver, as many others have done. For the CSP that has already committed to billing transformation it is even more critical to adopt BSS enhancements that introduce benefits in the short to medium term, helping to drive down costs and respond more efficiently to variable customer demands and new market opportunities such as VNO/E.
In order to address these issues, CSP decision makers need to evaluate alternative options that can overlay and coordinate existing systems quickly while leaving existing IT assets in place; otherwise they risk being left behind in a continually evolving marketplace. It is here where we will see the emergence of new generation BSS models as a driving force for rapid customer experience enhancement over the next few years.
New generation BSS will provide CSPs with a layer that sits over existing systems and, also with a provision for new services which will in turn provide a single view of each individual customer’s products and services, empower customers to manage their services on their terms. A unified layer keeps an existing O/BSS asset base in place while unifying the back end data sources and business processes. It’s all about providing a single, unified platform that offers a single view of the customer and enhances the customer experience in a way that drives up customer satisfaction. This will enable customers to have a whole view of business comms expenditure, and monitor where rogue spending may be taking place.
In the future, this flexibility will become more prevalent as new services are introduced that existing system assets will have to integrate with. In the next few years alone we can begin to see suppliers and partners emerging in cloud, healthcare, utilities, as well as the continuing and fragmented rise of digital content provision. New generation BSS is about making services and networks more unified and selling into market segments, such as business, with pace and agility.