New Amdocs survey finds 70 percent of service providers transforming OSS to capture operational benefits and serve consumers better
Amdocs, the leading provider of customer experience systems, today released the results of a global survey that highlights the factors driving OSS (operational support systems) transformation, the different transformation approaches undertaken and the progress made to date.
- (1888PressRelease) August 03, 2011 - Amdocs commissioned the survey of service providers around the world to provide a "state of the industry" assessment designed to help service providers analyze the status of their OSS transformation initiatives against those of their peers.
Key findings include:
• Seventy percent of service providers started OSS transformations from 2009 to 2011: In this year alone, one-quarter of the market began transforming their OSS. Service providers who described themselves as early adopters, report having already completed 75 percent of their transformation process, while late adopters are still at an early stage, typically with less than 25 percent of the process complete.
• Operational factors are still the number one priority: Operational drivers such as improved OSS efficiencies and reduced operating expenses are still the strongest immediate drivers for OSS transformation. However, the survey found that as IT becomes increasingly aligned to the business, transformation projects are increasingly being driven by the service provider's customer experience and commercial goals.
• Thirty-three percent of service providers are already gaining quantifiable benefits from OSS transformation: Despite the fact that most service providers are only 25 percent or less through their transformation process, 33 percent of those polled said they are already seeing the benefits of their OSS optimization. These rewards include faster time to market for new products, ability to roll out niche products, faster order-to-cash cycle, lower operational costs, ability to support more customers and new low-margin services such as machine-to-machine (M2M), fewer customer complaints, and lower churn rates.
• Different regions are taking different approaches to OSS transformation: The survey revealed differing viewpoints on OSS transformation between global regions. In Europe, for example, service providers are focused on cost control and using OSS transformation to create a more agile infrastructure and support new service enablement. North American service providers, who are beginning to move towards new service rollouts, are concerned with OSS efficiency and see transformation as enabling a more flexible infrastructure. In the Caribbean and Latin America, service providers are most interested in speeding business processes and supporting the rollout of new products and enabling convergence across their lines of businesses. In Asia, service providers identified modernization, new service enablement, and lowering costs as key parts of OSS transformation.
"This global survey identified three main types of service providers: operationally focused (driven by achieving greater efficiencies), commercially focused (intent on creating new revenue streams and diversified products) and customer focused (driven by customer-centricity and personalization)," said Teresa Cottam, research and publications director at Telesperience "Regardless of service providers' identified type, all have a strong need to transform -- now."
"Although operational cost savings remain paramount, stronger IT and OSS alignment with service providers' top-level business and customer experience goals is a trend we've been noticing for some time," said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. "With Amdocs' breadth and depth of experience in OSS transformation, we enable service providers to tie their OSS transformation to specific business goals and to quantify return on investment at each step of the process."
Amdocs OSS is proven in production with more than 140 deployments globally in large, small and emerging operators, including transformation-led initiatives at Telstra (Australia), Telenor Serbia, TIM Brasil, ICE (Costa Rica), and Kyivstar (Ukraine) and was recently ranked the number one vendor in revenues for global sales of OSS, billing systems and related services in IDC's "Worldwide OSS and Billing 2010-2015 Forecast and 2009 Vendor Shares" report.
Amdocs' OSS transformation survey was conducted in April-May 2011 by the UK-based Telesperience analyst firm, and polled service providers in North America, the Caribbean and Latin America, Middle East and Africa, Europe and Asia including Oceania.
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