Global Village Telecoms deploys Progress communications order management in Brazil


Progress Software Corporation, an enterprise software
provider that enables companies to be operationally responsive, announced that
premier Brazilian telecommunications company, Global Village Telecom Brazil
(GVT), a part of the Vivendi group, has deployed the Progress Communications
Order Management (COM) solution, across their OSS/BSS infrastructure.


GVT is using the Progress COM solution to manage the core
processes around their customer’s service fulfillment and exception handling
activities for retail and corporate customers voice and broadband services.


Powered by the Progress Savvion BPM platform, the
Progress COM solution
facilitates the management of all critical business processes within the order
management lifecycle and enables GVT to bring new and existing bundled services
to market faster across multiple, disparate B/OSS platforms leveraging their
current infrastructure.


Since deploying the Progress COM solution, GVT has been
able to dramatically improve their response to customer requests and orders as
well as improve the operational efficiency of handling telephone service
requests and network activation orders.


At GVT, each service order in their system comprises
many, complex elements including contract and agreement reviews, infrastructure
availability in both the requested service area and in the service plant
itself, confirmation on personnel and materials availability, planning of
installation schedules, and several other critical factors.


Using the Progress Communications Order Management
solution, our team was able to map out and automate many routines that had been
delayed or delivered in an inconsistent manner in the past because of the many
people that had to be involved the process,” said Giulliano Fabrizio Carvalho,
system manager, Global Village Telecoms.


Within days of deployment, we were responding to service
orders with almost 96 percent on-time completion, compared to previous levels
of 89 percent. After four months, we are now hitting at almost 100 percent
on-time completion. The easy initial implementation and great results we are
achieving have convinced us that we need to roll this solution out across all
strategic businesses,” Carvalho added


GVT has plans for a full service roll-out over the next
two years in Rio de Janeiro, Brazil’s second largest city, and the introduction
of pay-TV features for customers in Sao Paulo later this year.


The Progress COM solution delivers four primary benefits.
First, it provides improved visibility across GVT’s customer order lifecycle
and enables them to better manage any potential order exceptions.


Second, it facilitates the deployment of new bundled services
and changes to current offerings more easily, allowing GVT to bring these
services to market faster. Third, it enables the synchronization of related
activities across processes that would otherwise be disconnected. And fourth,
it leverages legacy infrastructures thus extending the ROI in B/OSS platforms.


With the pace of change in the communications industry
increasing exponentially, our customers tell us that the underlying operational
and business support systems are falling under considerable stress and strain
due to the necessity of bundling new and innovative services,” said Sanjay
Kumar, vice president, Communications and Media Industry, Progress Software.


This means that a service provider’s ability to meet
customer expectations for order fulfillment is constantly challenged, making it
nearly impossible for organizations to strategically manage their business, as
well as drive process improvements that best enhance their customer’s
experience,” Sanjay added.


By Team