Wednesday, 26 September 2018

Unify OSS and BSS to create invaluable big data insight

By Peter Briscoe, Ericsson
Thursday 09 January 14

'Managing the customer experience is about understanding consumers' requirements as a whole...'

If the diverse data sets and information streams generated by operational support systems (OSS) and business support systems (BSS) systems can be extracted and combined, operators can create invaluable big data insights. These can transform traditional customer relationship management into a more profitable culture of customer experience management and create new monetization opportunities. Explosive growth in consumer data usage is changing perception of quality of service. At the same time, operators are finding it increasingly difficult to meet customer expectations using the tools available through their existing CRM systems. Rather than looking from the perspective of the customer's experience, many CRM strategies have historically been focused on the operational processes in place to deliver a particular service and then deal with the delta between service and experience after a complaint…

If the diverse data sets and information streams generated by operational support systems (OSS) and business support systems (BSS) systems can be extracted and combined, operators can create invaluable big data insights. These can transform traditional customer relationship management into a more profitable culture of customer experience management and create new monetization opportunities. Explosive growth in consumer data usage is changing perception of quality of service. At the same time, operators are finding it increasingly difficult to meet customer expectations using the tools available through their existing CRM systems. Rather than looking from the perspective of the customer's experience, many CRM strategies have historically been focused on the operational processes in place to deliver a particular service and then deal with the delta between service and experience after a complaint…

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