Communication Service Providers (CSPs) are at a key inflection point. Their customers are expecting self-service, personalized and, omni channel experiences. This calls for CSP’s to transform their entire service delivery and management infrastructure on three fronts: management of network services, operations support systems (OSS) and systems for managing the customer and the overall business operations - the business support systems (BSS). Traditionally, OSS and BSS have been essential software building blocks for the telecom industry. They are logical entities that represent a management system for telecom and networks. They comprise multiple functional blocks which includes CRM, Billing, Order Management, Network operations, provisioning, account system, service management system, and customer service system. As networks converge on IP, and business relationships and standards change, the emphasis is more on OSS and BSS than ever before. In the new telecom era the operator needs an agile OSS/BSS´ solution, with new service layer architecture and customer experience management at its core, causing a move to a network as a service where the operator can offer customized solutions and personalized customer experience.
Where current OSS and BSS fall short of delivering Business Outcomes
The legacy OSS and BSS platforms come with challenges of their own as they are not equipped to support multiple platforms or networks. They were designed to work either in a point-to-point or at best a point-to-multipoint fashion. Ensuring uniform service delivery across mobility devices through the OSS/BSS platforms remains an issue. Below are some of the key business challenges faced by CSPs:
The above challenges present a clear case for investing in and deploying new-gen OSS and BSS Platforms that can provide connectivity to the ever-growing consumer base as well as the growing line up of business devices. Not only this, the OSS and BSS providers must allow for users to bundle services as per their own unique requirements. These requirements may include services such as voice, video, data, hosting, messaging and many others and may need to be delivered in multiple locations spanning to the consumer’s home, workplace or even while they are in transit.
Cloud-native OSS and BSS have received much attention in the telecommunications industry. Though most CSPs plan to migrate their technology to the cloud, the pace is wanting. The rate of migration does not match the benefits. This is primarily because communications service providers are generally not capital-constrained and have a predictable customer base, thus stable revenues.
Benefits of adopting a Cloud Native Technology
Moving to the cloud comes with a plethora of benefits for CSPs. Some of the benefits cloud-native technologies include:
Migrating to the Cloud – Look beyond Virtual Network Functions.
Despite efforts to virtualize network functions, many CSPs have realized that Virtual Network Functions alone do not offer the desired benefits of moving to the cloud. There is a need to migrate the OSS and BSS components too. CSP’s have had significant success in migrating front-end digital systems such as chatbots, mobile apps, and websites. They are looking for support from their IT ecosystem to provide the solutions and support they require to migrate the core operations. It is realistic to expect that during these migrations, some systems will be retired, some will continue in their monolithic form, and others will in some cases evolve to keep up with business imperatives. Still other systems will evolve along a stepwise trajectory and will ultimately become cloud based, or at least synergistic with a cloud-based environment.
The core for any cloud native application architecture is converting large monolithic application to several micro applications. Below are the key features of these micro applications
In Summary, Telco’s can remain future focused by virtualizing their network services and moving monolith OSS and BSS to the Cloud. Cloud native OSS and BSS built on micro applications provides the necessary agility to create innovative, personalized customer experiences that would result in higher customer retention and improve revenues.