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Automation is a tricky topic for some. It's necessary, beyond question, and allows manufacturers and personnel from countless market segments (and for the sake of disambiguation, we are of course focusing on telecommunications) to streamline resources and maximize assets while, theoretically, providing top end services to customers of all stripes. On the other hand, automation is touchy in all fields because, in the short run anyway, it eliminates jobs and (it can be argued) increases complexity.
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With all the buzz about the launch of the new iPhone, it isn’t any wonder that it makes a hefty appearance in this month’s column. However, there is also plenty of info on the mergers, new hires, and press releases that we’re sure you look forward to seeing each month. Here’s your Newswatch column for August.
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Blue Sky Investment
The EU in the last two years has made a series of significant multi-year research investments. All these investments center on designing, prototyping and validating the concept of autonomic networks. All involve multiple partners collaborating on a project of significant scope and extreme difficulty. That the EU has made multiple overlapping grants points out both the risks and the importance of this undertaking. And the EU is not alone, universities and corporations are also organizing groups to refine their thinking and align their approaches.
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Sometime on the 16th of July, a strange thing happened. SunRocket customers (around 200,000 of them) picked up their handsets to find... nothing. I'm sure many a modem and gizmo was power-cycled, and many a customer service contact attempted, but all of that was for naught, as SunRocket was dead.
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The convergence process happening in telecommunications, based on the proven IT infrastructure and the power of IP over broadband or wireless, is promising to flood the market with the new exciting services, and potentially to deliver those long-awaited new revenues. Business models based on GPS, IPTV, micro payments, integrated home, etc., have been so widely publicized and advertised that it is already hard for providers to differentiate on features. In fact, many major operators have promised or are already delivering many of the next generation services, proving that there is little impossible left in this converged high-speed multi-media world of communications.
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• Beyond OSS: Unlock New Profits with Lifetime Value Optimization
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Jeff Gordon |
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If service providers were to reveal their innermost thoughts on today’s OSS systems, the response might sound like the refrain of that old cabaret tune – “Is That All There Is?”
OSS has made major strides in automating the complex processes of delivering triple/quad play services quickly, accurately and cost-effectively. But operators now expect automation to do more than just bring customers on-board. They want innovative new ways to keep customers, and as importantly, to keep customers buying new services over an extended period.
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• Automating Operations: Merely Reducing OPEX or Beyond?
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Dhananjay Pavgi |
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Automating OSS and its eco system components was traditionally looked at as the means & measures to reduce OPEX and increase operational efficiency. With the advent of IMS, NGN etc., a new disruptive application wave of services has arrived. To sustain this disruptive wave, back office IT applications like OSS/BSS should transform in to mature state of automation so that customer experience could be improved and tools (such as web self-care) are provided to the customer to ensure customer retention. Be it improving Service Velocity (reducing Concept to Market cycle times) or be it improving customer satisfaction (customer driven Trouble to Repair processes), automating operations has become crucial to the success of service providers business.
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Yes, the Dilbert creator has yet again said what everyone in the business world is thinking. Technology can be frightening, and automation is the sort of technology that can be particularly unsettling. Consumers are averse to the topic at first glance, since telecom automation tends to translate to CRM voice mail nightmares. On the other side of the transactions, the telecom professionals are less vehemently opposed to automation, but can still have reactions ranging from caution to resignation. I suppose if Automation gives us the willies, we're in the wrong business, but the topic often means messy work.
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