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Service Operation Center for a Leading Telco Operators



Introduction:

This reference document provides an overview of the Service Operation Center (SOC) solution provided by GlobeOSS, a leading provider of telecom software solutions, for a leading Telco Operator. The SOC solution is designed to provide near real-time analytics, correlating operational data end-to-end, to improve service experience, subscriber impact, incident management, change management, service quality management, and mobile roaming experience for the Telco Operator.


Business Challenges:

The Telco Operator faced several challenges in managing their services effectively, which impacted customer satisfaction and experience. The challenges included:

  1. Lack of real-time insights: The Telco Operator lacked real-time insights into their services, which made it difficult for them to proactively manage customer experience.

  2. Inefficient incident and change management: The Telco Operator had a fragmented approach to incident and change management, which led to delays in identifying and resolving issues.

  3. Poor service quality management: The Telco Operator struggled to monitor service quality effectively, leading to customer complaints and dissatisfaction.

  4. Limited visibility into mobile roaming experience: The Telco Operator lacked visibility into mobile roaming experience, which impacted customer experience and loyalty.

Solution Overview:

GlobeOSS implemented the SOC solution for the Telco Operator to provide near real-time analytics, correlating operational data end-to-end. The solution included the following modules:

  1. VIP Customer Proactive Customer: The solution provided a 360-degree view of VIP customers, enabling the Telco Operator to proactively manage their experience.

  2. Service Experience & Subscriber Impact: The solution provided real-time insights into service experience and subscriber impact, enabling the Telco Operator to take corrective action quickly.

  3. Incident Management & Change Management: The solution provided a unified platform for incident and change management, enabling the Telco Operator to identify and resolve issues efficiently.

  4. Service Quality Management: The solution provided a comprehensive approach to service quality management, enabling the Telco Operator to monitor service quality effectively.

  5. Mobile Roaming Experience: The solution provided end-to-end visibility into mobile roaming experience, enabling the Telco Operator to improve customer experience and loyalty.

Benefits:

The SOC solution provided several benefits to the Telco Operator, including:

  1. Improved customer experience: The near real-time insights provided by the SOC solution enabled the Telco Operator to proactively manage customer experience, improving customer satisfaction and loyalty.

  2. Efficient incident and change management: The unified platform provided by the SOC solution enabled the Telco Operator to identify and resolve issues efficiently, reducing downtime and service disruptions.

  3. Effective service quality management: The comprehensive approach provided by the SOC solution enabled the Telco Operator to monitor service quality effectively, reducing customer complaints and dissatisfaction.

  4. Enhanced mobile roaming experience: The end-to-end visibility provided by the SOC solution enabled the Telco Operator to improve mobile roaming experience, enhancing customer loyalty and retention.

Conclusion:

The SOC solution provided by GlobeOSS enabled the Telco Operator to overcome their business challenges and improve customer experience, incident and change management, service quality management, and mobile roaming experience. The near real-time insights provided by the SOC solution enabled the Telco Operator to proactively manage customer experience, improving customer satisfaction and loyalty. The comprehensive approach provided by the SOC solution enabled the Telco Operator to monitor service quality effectively, reducing customer complaints and dissatisfaction. The end-to-end visibility provided by the SOC solution enabled the Telco Operator to improve mobile roaming experience, enhancing customer loyalty and retention.



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