skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Straight Talk Service Provider

Ovum view

After decades of being written off as boring, archaic, and obligatory, business support systems are finally gaining the allure they deserve. BSS has historically served primarily as a collection of systems necessary to manage the financial aspects of a business, such as generating charges, issuing monthly bills, and collecting payments, while its “sex appeal” has long suffered among key decision makers within the telco organization.

The digital revolution has cast BSS in a new light, however. Industry disrupters such as T-Mobile US and Reliance Jio as well as Internet content providers such as Google and Facebook have worked to force the hand of the industry, putting pressure on players to encourage quick change. More specifically, the need to differentiate services through customer experience has become a top priority and business challenge for telcos. More than 85% of telcos identify delivering a personalized customer experience as one of their most important business challenges for 2017, according to Ovum’s most recent ICT Enterprise Insights survey.

Furthermore, 70% of telcos are planning to increase their overall IT spend for the year, with improvements to the digital customer experience and self-service capabilities ranking among the top IT projects set for the next 12 months. BSS will play an important role in these objectives, as well as in many of the other IT priorities for telcos this year. The wealth of customer data stored in these systems – such as call records, Internet activity, and general account information – will enable telcos to make significant improvements in the operational efficiency of the business and to create a more dynamic and personalized customer experience.

Investment in simple improvements such as integrating customer and revenue management systems, integrating the BSS with policy control and other network management systems, and exposing data in the BSS to self-service tools will have a positive impact on business efficiency while at the same time improving the customer experience.

Things will get a bit worse before getting better, however. As telcos attempt to quickly bring these new capabilities and digital services to market, more business support systems (specifically revenue-management systems) are expected to be rolled out to support these efforts. The long-term goal remains, however: consolidating these systems to improve business agility. In the meantime, it is safe to say that BSS are finally getting their day in the sun.

Straight Talk is a weekly briefing from the desk of the Chief Research Officer. To receive this newsletter by email, please contact us.

Recommended Articles

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services, World Cellular Informatio...

    Mapping the Future of Enterprise Messaging: SMS, RCS, and Chat Bots

    By Pamela Clark-Dickson

    In this paper, we analyze the results of the Enterprise Messaging Survey 2017, placing the findings in the context of the rapidly evolving business-to-consumer communications market.

  • Consumer & Entertainment Services, Service Provider Technolo...

    FAANG to sink its teeth deeper into TV in 2018

    By Rob Gallagher 14 Dec 2017

    Few trends will be bigger in 2018 than the transformation of TV and video by OTT technology and services. Here we present five Ovum predictions related to the most influential players: Facebook, Amazon, Apple, Google, and Netflix – or FAANG, for short.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now