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The only publication dedicated to OSS Volume 2, Issue 6 - Nov/ Dec 2005 |  |
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many modern businesses, guaranteed levels of quality and reliability of service are essential, while price is a poor differentiator since it is easily matched.
Customer Assurance - How Do You Get There from Here? We believe that it is the combination of the ‘wide angle’ and the ‘zoom views’ that provide the big picture and focused insights of the customer experience. The direct measurement approach enabling this involves network-signaling and customer session data. The majority of the world’s service providers have already invested in probe based technology and use this direct measurement strategy within the Network Operations side of their business. Combined with next generation software probing techniques, pervasive measurements are becoming even more cost effective to deploy closer to the service end points. Service Providers implementing a Customer Assurance strategy should consider utilizing these very same measurements to derive genuine Customer focused business measures that can then be exploited by multiple facets of the organization. Several well-known retailers—composing the ranks of nearly all of the VNOs today—are taking advantage of converged wireless/wireline technologies to get their branded products directly in the hands of paying consumers. With the rise of this new type of service provider, operators who don’t recognize the shifting market focus toward the end-user will face almost certain annihilation as retail-based customer-specific services take hold. Welcome to the real world of competition where you’d better truly connect with your customers.
© 2005, All information contained herein is the sole property of Pipeline Publishing, LLC. Pipeline Publishing LLC reserves all rights and privileges regarding the use of this information. Any unauthorized use, such as copying, modifying, or reprinting, will be prosecuted under the fullest extent under the governing law. |
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