JacobsRimell
Customer Identity Now the Lifeblood of an Operators’ Business According to JacobsRimell and ZapThink
A new white paper by IT advisory and analysis firm ZapThink urges global operators to rethink their current approach to OSS and focus more on the customer. According to the report, commissioned by service fulfillment experts JacobsRimell, operators that take a SOA approach centered on customer identity management and operational information federation will excel in delivering an improved customer service journey.
“Customer identity acts as the primary key for what is now the lifeblood of the operator’s business: providing access to products and services by attaching entitlements to a growing and increasingly varied and complex web of service offerings and service inventory,” said co-author and ZapThink associate analyst Tony Baer.
Read more at: JacobsRimell Press ReleaseReinventing OSS with SOA & Federated Data
Written by ZapThink analysts Tony Baer and Jason Bloomberg.
Over the past decade, technology and market forces have driven convergence across the telecommunications sector, with barriers to entry being eroded at an ever increasing pace. The “triple play” and “multi-play” service bundles that include voice, video, and data services are symptoms of an industry that is rapidly evolving from its highly regulated past. As technology has transformed the landscape, it has also transformed customer expectations. Yesterday, the network was the operator business. Today, the network is just a means to delivering customers the diverse experiences they demand.
JacobsRimell has correctly perceived the change in the industry, and has developed a next generation Operations Support System (OSS) that shifts the focus from the network to customer. It does so with an identity-based federated data model and Service-Oriented Architecture (SOA) best practices that enable operators to refocus their business on their customers, reduce lead time for introducing new offerings, and promote process quality and consistency by abstracting fulfillment and customer care from the Services that are necessary to support it.
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