In order to transform their IT systems, software and business processes for the digital world, telcos must fundamentally rework their customer engagement and delivery models.
Telcos need to remain competitive and relevant to customers. However, old operating models are broken,and while telcos still control network access, they need to: offer flawless network and service quality; deliver personalized services, rich content,applications on demand; and expand their customer engagement and service delivery capabilities in to the digital domain. Greater service agility,OSS automation and operational agility will all be required by operators if they are to deliver speedier and more flexible services.
Telcos must define and monitor the key business processes that map to the customer lifecycle and manage the quality of the customer experience. Analytics tools need to be applied across the network and IT infrastructure in both physical and virtual domains, and vendor partners can assist with the change across OSS, BSS and CRM and wider IT products and operations.