Introducing Zen Service Operations Centre for Telecoms
As the telecommunications market has become saturated, operators have embraced new ways to differentiate. For many, this differentiation comes in the form of a better quality of service. To achieve this, operators are embarking on a transition from network-centric operations to service-centric operations. However, old operational models have made this a challenge; network-focused teams have traditionally been technology-led, and must now embrace new structures, processes and toolsets to become service-led.
The transition towards service-centric operations has led to the advent of the Service Operations Centre (SOC). Sitting alongside, or embedded in the Network Operations Centre (NOC), the role of the SOC is to monitor the quality of the overall service, and take rapid actions to rectify service degradation and service outages that impact subscribers, often before they even happen. For a successful service operations centre, operators need an advanced analytics and prediction toolset along with skilled engineers with both a networking and commercial understanding, and the authority to make key business decisions.
The Zen Service Assurance Solution
The Zen Service Operations Centre solution correlates countless data feeds in real-time, enabling SOC Engineers to rapidly identify underperforming services, and prioritise maintenance activity based on subscriber impact.
Zen collects data from a multitude of sources (EMS, Fault Management tools, Trouble ticketing systems, CRM tools, network probes, network topology, billing systems etc.) to enable SOC engineers to build a view of each service, the subscribers utilising them, and their Average Revenue per Unit (ARPU) statistics. This holistic view enables SOC Engineers to fully understand the real-time business impact of service performance issues, and prioritise resources based upon this impact.
The Zen Service Operations Centre solution also offers built-in forecasting and prediction technology that enables SOC Engineers to monitor long term trends, and predict future service degradations that will likely impact high value subscribers. This insight is then used to prevent revenue leakage by reducing the risk of service degradation and SLA breaches, before they occur.
The Zen SOC is provided as part of the Zen Operational Intelligence Platform, or available as a stand-alone solution.
Key Features & Benefits
Unite OSS and BSS through the Service Operations Centre
The Service Operations Centre offers the ability to unite network-focused and customer-facing teams, who have traditionally worked in isolation. The SOC comprises the right technology and processes to understand customers’ quality of service, and relay this back to the network, enabling swift and purposeful actions that will deliver business benefits.
Reduce potential revenue loss with informative prediction technology
The Zen Service Operations Centre solution provides the functionality to reduce potential revenue leakage with its service and customer impact prediction functionality. SOC Engineers can see what services are used by high value customers, their service level agreements and the exact network elements they utilise. With this information, they can predict what network issues will likely impact high value subscribers and prioritise resource in line with this.
Improve customer satisfaction with proactive service optimisation
Operators can improve customer satisfaction by proactively optimising individual services based on the insights gained from the Zen service operations centre software. Engineers can understand service usage growth and identify service ‘weak spots’ which require maintenance or expansion. This activity can then be prioritised to ensure a consistent, high quality service is available in line with customer demand.
Take a look at the use cases below to see how the Zen Service Assurance solution is actively being used within tier 1 network operators.