By: Jesse Cryderman

Believe it or not, the smartphone revolution is only six years old.

It kicked off in 2007 with Apple’s prescient slogan “This is only the beginning” and the release of the first iPhone, which pulled smartphones as a whole out of the geek toy box and into the realm of mass-market acceptance, changing the world as a result. Smartphones combined the power of the PC with cellular connectivity, creating an always connected society with an ever-increasing appetite for data, media and interaction. Voice telephony, the traditional service provided by the phone company, quickly took a back seat to mobile data (and the management headaches that come with it). These changes happened so fast that operations support systems (OSS) and business support systems (BSS), the traditional enablement mechanisms used by communications service providers, now need to transform to meet CSPs’ dynamic, growing needs and the advent and evolution of new services and applications.

The model has been substantially revised, and the old categories just don’t fit anymore, forcing new ones to be created. While OSS and BSS still have their place in the front and back offices as well as on the network, a different breed of communications technology is required to contend with the new networks, data, traffic, services, applications, and interoperability that are at the forefront of today’s communications and entertainment industry. Enter communications and entertainment technology, or COMET - the next generation of technology designed to help CSPs capitalize on these emerging opportunities that are transforming their business. 

Downloads

• The Balancing Act of Mobile Workforce Management
• Business Process Management as a Blueprint for Mobile Workforce Management
• Managing the Known and Unknown in Mobile Workforce Management
• Performance Management Framework for Mobile Workforce Management and Field Service
  
• Service Differentiation: Your 3-Step Plan
  

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Web Links

Field Mobility – Building a Mobile Vision
Mobile Workforce Management – The Million Dollar Question
Transform Your Field Service Organization into a Performance-Driven Leader
Putting the Work in Mobile Workforce Management
10 Things to Consider in Your Mobile Workforce Management Strategy

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About ViryaNet

ViryaNet can help you strike the right balance between service efficiency and customer satisfaction.

 ViryaNet can help you strike the right balance between service efficiency and customer satisfaction.

We offer the first voice-enabled native field application, leveraging mobile devices to ensure your field workforce remains on plan, whether on the road or at the work site.

ViryaNet’s Performance Management practice complements our mobile workforce management solution, so you can gain visibility into your service organization’s productivity and effectiveness. 

The ViryaNet G4 product suite optimizes the full lifecycle of field service operations, including creating work orders, scheduling and dispatching field personnel, tracking equipment under warranty, managing parts inventory, and receiving real-time reports from the field.

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The playing field has changed

The modern telecommunications service landscape offers many examples of how and why the terms OSS and BSS are reaching their expiration date. In a nutshell, the landscape that traditional OSS and BSS were created to serve has primarily switched from voice telephony to a digital-services economy that happens to include voice but also features other billable services and innumerable service permutations. During this transition everything has become more complex, from devices, access and competition to services and the very organizations themselves—Microsoft has been deemed a service provider these days while a company like BT or Verizon has also become an over-the-top (OTT) player, and the fact of the matter is both labels are essentially true.

The tectonic plate of telecommunications shifted dramatically when it moved from just POTS, or plain old telephone service, to wireless around 1995, and since then it’s exploded to include tablets and machine-to-machine (M2M) devices. The sheer number of devices under management  has spiked, and will further ramp up as M2M technology continues to proliferate. Even the communications capabilities of the devices have changed—what was once just wireless voice now includes applications and file and data sharing via Bluetooth, Wi-Fi and near-field communication (NFC) between M2M devices like healthcare sensors, smart posters, wristwatch displays, and much more—and will continue to change. Meanwhile, CSPs like AT&T and Verizon have moved into terrestrial video and broadband service to offer triple- and quad-play bundles, which utilize set-top boxes and in-home routers.