As with every market venture, it is the customer experience that will ultimately dictate its success.

Light-touch Transition

A clear line of sight to overall business objectives and the adoption of a phased approach to implementation will help to ensure that internal system and operational capabilities can deliver a seamless and relevant customer experience that is 'as advertised'. This light-touch transition from pure Cableco offering to fully integrated UC offering can be defined in three key project phases:

Phase 1 – Implementation of a standalone O/BSS platform that requires minimal integration with existing IT infrastructure and allows the Cableco to go to market with a basic Wireless 3G/CDMA/LTE offering for business customers. Phase 1 presents an opportunity for the Cableco to design and test service delivery processes for best practice.

Phase 2 –Deeper integration to existing Cableco infrastructure, whereby CRM, order management and business analytics systems are linked to ensure consolidated data management across Wireless and Wireline platforms. For the Cableco this delivers a Single View approach to customers, products, reporting and bill presentment that enables the introduction of more sophisticated quad play offerings for new and existing customers.

Phase 3 – Deployment of an independent product catalogue for the management of convergent offerings and devices that, with the innovations delivered through phases 1 and 2, enable the roll-out of advanced Fixed-Mobile Convergence (FMC) and Unified Communications packages for Enterprise business customers.

An opportunity not to be missed

For Cablecos there is an opportunity to extend their market reach to include the business customer, both SMB and corporate and the introduction of a robust convergent communications offering is critical to building credibility in this area. When offering Unified Communications, the business models and revenue models are supported in the IT based O/BSS environment. To safeguard the needed horizontal functions and process control, will, we suggest, require the deployment of a new O/BSS layer supporting the UC offering in the SDP layer.

For the Cableco operating in a saturated market where the technology landscape is constantly advancing, the introduction of a flexible and focused O/BSS platform offers a genuine enabler for growth:

  • Rapid time to market – deployment time scales measured in months rather than years

  • Market agility - rapid introduction of new products and services

  • Cost control – SLA based implementation and in-life management

  • Service assurance – holistic business analytics and SLA-based order management
  • Built for purpose – pre-integrated Enterprise-class solution

  • Non-intrusive – minimal integration/disruption to existing infrastructure
As with every market venture, it is the customer experience that will ultimately dictate its success.

About MDS

MDS is a global provider of award-winning enterprise customer experience management solutions for service providers. MDS enables customer-centric organizations to differentiate and grow by delivering process innovation, service efficiency and optimal business performance across the areas of customer experience and customer revenue management. MDS specialize in providing software solutions for service providers to effectively serve their business customers, enabling the agility to get closer to the most complex customers in the management of customer care and billing. MDS enable this through a solutions portfolio that contains e-billing, e-care and customer management solutions that manage the complete customer experience from initial order, through account management and billing, without disrupting existing system assets. Headquartered in the UK, MDS has offices in North America, Europe and Asia-Pacific. Customers include Vodafone, BT, Telefónica O2, and The Carphone Warehouse. MDS is part of the Martin Dawes Technologies Group which also includes its sister division MDA, leaders in business process analytics solutions. For more information please visit

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