One-quarter of service providers worldwide will begin transforming their OSS in 2011 alone, a new survey by Amdocs found. Between 2009 and 2011, 70% of service providers will have begun a transformation process to improve their OSS infrastructure.
Amdocs’ OSS transformation survey was conducted between April and May this year and polled service providers in North America, the Caribbean and Latin America, Middle East and Africa, Europe and Asia including Oceania.
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.
On the other hand, 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.
Globally, operational factors are still the number one priority, with improved OSS efficiencies and reduced operating expenses 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.
Further, 33% of service providers are already gaining quantifiable benefits from OSS transformation. Despite the fact that most operators are only 25% or less through their transformation process, one-third 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, fewer customer complaints, and lower churn rates.