Clarity, a specialist in Unified Operational Support Systems (OSS), has announced that it is demonstrating its Integrated Service Operations Centre (iSOC) at Management World 2009, Nice, to complement the launch of the white paper by Stratecast, "Service Operations Centre – An Essential Necessity – An Executive Brief Featuring Clarity".
The iSOC is now critically important to service providers as the shift from network and technology to customer and market gains momentum across the industry. Without a customer centric view of the network, service providers are effectively left in the dark. They are unable to assess which customers are impacted by what network planned outages or faults and what the commercial ramifications of these might be. They are unable to assess which problems to resolve in order to improve the customer's experience and address the most important jeopardy situations. They are unable to identify which provisioning activities are over-running, and what agreements are in jeopardy as a result.
The "Service Operations Centre – An Essential Necessity" white paper provides essential insights for those service providers who are investing or considering investing in an iSOC. It describes the new paradigms of customer experience management and customer service assurance, and how an iSOC addresses these. It concludes by describing a practical example of the deployment of a iSOC. Copies of this paper will be available from Clarity's Stand at Management World, which takes place from 6-8 May 2009 in Nice.
"As our converging industry places greater emphasis on the customer, it comes with a strong need for new tools and new ways of doing business", commented Karl Whitelock, Senior Consulting Analyst OSS BSS Global Competitive Strategies at Stratecast a division of Frost and Sullivan. "Service- and Customer-oriented operations are essential to any business strategy that places the customer first. It is the next step in the evolutionary chain for managing services involving more than a network connectivity pathway be it mobile or fixed-line broadband."