How Telecoms Can Profit: The SOA Advantage (Cont'd)

Transparency in the form of process integration should not be a priority for growth alone, but rather for the general health of the business. In the highly competitive telecom market, companies need to invest in infrastructure to improve quality of customer service and the increase the efficiency of their network and billing solutions. This investment in infrastructure should be made with the goal of collaboration in mind, as this will facilitate the quality of service improvements as well as the efficiencies in the network and billing. A satisfied customer sees considerably more value in a service than an unsatisfied customer, and integration is the key to regaining customer satisfaction. By providing an integrated solution, providers will be in a stronger position to leverage their existing and developing relationships with retailers – a strategic partner in the growth plans of most today’s most admired service providers.

In today’s complex, competitive telecom market, battles will not be won through price wars. Customers view telecom service as a commodity, and thus have become somewhat price-sensitive. By integrating its business via an SOA, a telecom company will be able to operate more efficiently and provide better service to the customer, which in turn creates a value beyond the mere price of the services offered.

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