Amdocs, a provider of customer experience systems,
released the results of a global survey that highlights the factors driving OSS
(operational support systems) transformation, the different transformation
approaches undertaken and the progress made to date.
Amdocs commissioned the survey of service
providers around the world to provide a “state of the industry”
assessment designed to help service providers analyze the status of their OSS
transformation initiatives against those of their peers.
In this year alone, one-quarter of the market began
transforming their OSS. Service providers who described themselves as early
adopters, report having already completed 75 percent of their transformation
process, while late adopters are still at an early stage, typically with less
than 25 percent of the process complete.
Operational drivers such as improved OSS efficiencies and
reduced operating expenses are still the strongest immediate drivers for OSS
transformation. However, the survey found that as IT becomes increasingly
aligned to the business, transformation projects are increasingly being driven
by the service provider’s customer experience and commercial goals.
Despite the fact that most service providers are only 25
percent or less through their transformation process, 33 percent of those
polled said they are already seeing the benefits of their OSS optimization.
These rewards include faster time to market for new
products, ability to roll out niche products, faster order-to-cash cycle, lower
operational costs, ability to support more customers and new low-margin
services such as machine-to-machine (M2M), fewer customer complaints, and lower
The survey revealed differing viewpoints on OSS
transformation between global regions. In Europe, for example, service
providers are focused on cost control and using OSS transformation to create a
more agile infrastructure and support new service enablement.
North American service providers, who are beginning to
move towards new service rollouts, are concerned with OSS efficiency and see
transformation as enabling a more flexible infrastructure. In the Caribbean and
Latin America, service providers are most interested in speeding business
processes and supporting the rollout of new products and enabling convergence
across their lines of businesses.
In Asia, service providers identified modernization, new
service enablement, and lowering costs as key parts of OSS transformation.
Amdocs OSS is proven in production with more than 140
deployments globally in large, small and emerging operators, including
transformation-led initiatives at Telstra (Australia), Telenor Serbia, TIM
Brasil, ICE (Costa Rica), and Kyivstar (Ukraine).
Amdocs’ OSS was recently ranked the number one vendor in
revenues for global sales of OSS, billing systems and related services in IDC’s
“Worldwide OSS and Billing 2010 2015 Forecast and 2009 Vendor Shares”
“This global survey identified three main types of
service providers: operationally focused, commercially focused and customer
focused. Regardless of service providers’ identified type, all have a strong
need to transform now,” said Teresa Cottam, research and publications
director at Telesperience.
By Telecomlead.com team