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The communications industry is undergoing a paradigm shift that is challenging traditional Communications Service Providers (CSPs) to reinvent themselves as Next-Generation Operators (NGOs) in order to remain competitive. While communications services such as voice are still fundamental; new offerings, value chains, and ecosystems are moving operators toward application- and content-based services — services that are essential to the Next-Generation Operator.
CSPs are competing globally with both traditional and non-traditional service providers. Traditional voice carriers are now offering more complex communications, data, and entertainment services. Cable operators are going broadening their telephony offering into business and even mobile services. Alternative communications companies such as Skype are eroding the voice services market and new CSP acquisitions have created unique, cross-domain service bundles. CSPs future now depends upon their ability to transform. To transform, CSPs must leverage new and existing access technologies to deliver more innovative, converged, and personalized services and service bundles. Most of all, CSPs need to create, deliver, and manage new services more accurately and efficiently than ever before.
Converge Operational Silos – Voice, video, and data service providers have traditionally built rigid systems and process for delivering individual services over specific access technologies. As their service offerings expand so do their operational silos, disparate systems, operational expenses, service delivery failure rates, and rates of customer churn.
NGOs use a common service fulfillment platform, such as Sigma Systems Service Management Platform (SMP) for multi-service delivery. Using a common platform for multi-service delivery like SMP allows NGOs to leverage multiple access technologies in order to deliver innovative, converged services to any device.
Delivering a Rich and Personalized Service Experience – By establishing a common system for multi-service delivery that provides a unified view of the customer, service, and network, NGOs are able to:
- Create innovative converged services
- Deliver customer services to multiple screens and devices
- Enrich customer services by incorporating personalization, interactivity, mobility, on-demand and multimedia content and more to their customers’ service experience.
As traditional service providers transform into NGOs, they open up new revenue streams by offering unique service offerings. The are able to keep operational costs under control by leveraging existing infrastructure and they are able to keep customers longer due to a rich service experience which are tailored to the unique lifestyles of their residential customers and needs of their business customers.
By partnering with a leading provider of advanced service fulfillment solutions such as Sigma Systems, NGOs are ensured that their solutions incorporate the industry’s best practices; include pre-built integration and use cases to speed implementation and shorten the time to market for new services; and incorporate advanced standards and protocols such as SOA, J2EE, NGOSS, OSS/J, SID, and BPEL.
Achieving Service Agility – NGOs use service fulfillment solutions that provide a modular provisioning workflows that can be easily adapted as service offering, network technologies, and equipment evolve over time. NGOs are able to quickly and continually adapt their services to new access technologies and network advancements and rapidly create new, innovative services for their customers. As a result, they are able to:
- Quickly instantiate new services
- Accurately and automatically deliver services on an on-demand, event driven, or subscription basis
- Efficiently manage services over the lifetime of the customer and
- Accurately bill for next generation, IP-based services through active mediation.
Putting Customers First - NGOs combine the power of their access technologies to deliver rich, tailored residential and business services. They also leverage the information stored in disparate networks and systems to enable advanced offerings such as bandwidth management and personalized advertising. They use federated information and active mediation, such as Sigma Systems' Active Mediation Platform to collect, share, and use valuable usage data, network information, subscriber rights and entitlements, and to enable real-time service delivery and charging. NGOs put the customer, and their customers' services first by separately maintaining their service fulfillment processes — ensuring their customers consistently receive the very best service experience.
Service transformation provides the Next-Generation Operator with a federated view of the subscriber, including subscribed services, devices used, location, and preferences. The resulting personalized services increase retention and ARPU — both imperative in today’s highly competitive market. As a result of service transformation, NGOs enjoy these benefits:
- Increased Profitability and accelerated time-to-revenue by deploying residential and business services faster and delivering innovative service bundles
- Increased Productivity through automated provisioning and activation of voice, video, data, and wireless services
- Increased Customer Satisfaction resulting from reliable service fulfillment, reduced order fall out, and self-service portals
- Reduced Operations Costs realized by removing silos, automating processes, and eliminating unnecessary manual tasks
- New Business Models, including advanced advertising and usage-based services
Sigma Systems has delivered over 100 million advanced IP service for its customer around the world. By helping their customers transform into Next Generation Operators, Sigma Systems’ customers have been able to achieve innovative triple-, quad- and all-play service offerings which have helped them attract new customers and increase service revenues through innovative new personalized services.
For more information on Service Transformation, contact Sigma Systems today.
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