Device Management for Retail and Enterprise - Challenges and Recommendations

Transcription

1 White Paper Device Maagemet for Retail ad Eterprise - Challeges ad Recommedatios This paper highlights some of the major challeges beig faced today by Telcos i deployig Device Maagemet (DM) Solutio for their retail ad eterprise segmet for both mobile ad home devices. The paper also makes a attempt to make certai recommedatios to the telecom orgaizatios for better delivery ad deploymet of device maagemet. With a cotiuously chagig busiess sceario, Telecoms are lookig to purchase or develop cuttig edge solutios to remai competitive ad brig dow the cost of operatio. The applicatios ofte share data or processes with other applicatios ruig o disparate platforms. The traditioal poitto-poit applicatio itegratio faces complex issues because of iformatio icosistecy, heterogeeity, ad icompatible data. Itegratig multiple heterogeeous data sources is also a timecosumig, costly, ad error-proe task. The paper provides the framework to deploy the correct DM support chaels, which ca be used to maage customers as they attue to sophisticated operatios ad customer support ad accompayig services. The paper goes beyod by creatig stadards for flow of busiess ad processes from applicatio device.

2 About the Authors Pueet Sethi Pueet Sethi has bee with Tata Cosultacy Services (TCS) sice 2001 with 10 years of overall experiece i the Wireless domai. He is curretly ivolved i cosultig ad telecom strategic iitiatives. His experiece rages from Product Egieerig i 4G/3G techologies to Radio Network Performace Egieerig. He has also bee closely ivolved i almost all the phases of device lifecycle ad curretly leads the Device Maagemet (DM) iitiative from desig ad cosultig perspective. He holds a Bachelor of Egieerig degree i Computer Sciece, from the Rajeev Gadhi Techical Uiversity, MP. Biish Naqvi Biish Naqvi is a Busiess Developmet ad Presales Cosultat workig with TCS with 5 years of rich experiece i the Telecom ad egoverace domai. She has provided cosultacy i device applicatios ad assurace to multiple Telecom ad Govermet customers. She holds a MBA degree from the Amity Busiess School. 2

3 Table of Cotets 1. Itroductio Device Maagemet 4 2. Device Maagemet (overview) 5 3. Challeges 6 4. Recommedatios About TCS Device Maagemet Offerig 12 3

4 Itroductio Device Maagemet - Challeges ad Recommedatios The New age: Need for DM As the telecommuicatio idustry progresses with a accelerated pace, techological ad market forces push it further ad the chage is difficult to catch up with. Iteret usage has become the vital backboe for the telecom idustry ad the market is beig costatly bombarded with ever evolvig smart phoes. This trasitio calls for ehaced services ad iovatio to be offered to the customer. Remote maagemet of devices is comig up i a big way as a sophisticated techology to cater to the eeds of the cosumers while ehacig the busiess beefits ad productivity. The eed for mobility is fast arisig due to rapid globalizatio. A few importat reasos for mobility demad are listed below: Ed of distaces: With the advacemet i techology, geographical limitatios have become very less. Mobility has become a imperative eed for the customer regardless of the experiece ad cost. Fast chagig pace of techology: Next geeratio commuicatio is lookig at feature phoes, Persoal Digital Assistace (PDAs), tablets, smart phoes which curretly have cotiuously icreasig peetratio rate. The devices are becomig itelliget every day; hece the eed arises for cotiuous iovatio for improved maagemet. New busiess compulsio for Telecom Compaies (Telcos): The telecommuicatio idustry today creates ew busiess imperatives for itself. The ew techology is geeratig fresh demad for iovative ad bespoke solutios which eables the Telco s to geerate busiess ad reveue stream. Certaity of budlig ad cosumer expectatios: Demad has icreased for providig more ad more value added services (VAS) alog with improved customer service ad immediate assistace. However, with all these VAS ad mobility-related services; the complicatios have also icreased diversely at the cosumer s ed. With the icreasig busiess depedece o mobile devices ad cosumer s depedece o smart phoes, the eed to resolve problems i a short time frame further develops the exigecy for Remote Maagemet. Moreover, the cosumers today do ot wat to waste time i waitig for 24 hours for resolutio of their problems; the requiremet today is to provide istat resolutio. Always O Network: The icreased eed of Service Provider to provide Over- The- Air distributio of applicatios, data ad cofiguratio settigs for all types of mobile devices uiformly calls for device maagemet. It ca optimize the fuctioality ad security of a mobile commuicatios etwork, while miimizig cost ad dowtime. This applies to both compay-owed ad employee-owed devices beig utilized across the eterprise. Key poits: Device Maagemet eeds emaate from Proliferatio of smart phoes i the cosumer market - Up to 20%, growig at more tha 25% rate Icreased use of had-held devices i eterprises Saturatio (particularly i developed markets) ad Customer Chur demadig Customer Experiece Maagemet Icreasig Cost of Customer Care, Devices Retur ad Repair, Applicatios 4

5 Customer Experiece Maagemet (CEM) Mobile Device Maagemet (MDM) Ehacig Customer Experleces Short Term Device Specific Solutios ROI Ratioalizatio OpEx Reductio Top Dow Comprehesive Approach Strategic Tactical Streamliig Customer Care & Reduce Time Resolve Aalytical, Objective & Cotrolled Method of achievig customer delight Improvig Provisioig, Cofiguratio & Data Maagemet Fig1- Relatioship betwee Customer Experiece Maagemet ad Mobile Device Maagemet Device Maagemet (Overview) What is it? Why has it become so importat? The Device Maagemet Forum (DMF) defies Device Maagemet (DM) as the process of acquirig, cofigurig, deployig, securig, maitaiig, ad decommissioig devices i order to deliver specific busiess ad ed user beefits. Thus; it spas through the etire lifecycle of a device ad etails various activities like device provisioig ad cofiguratio, asset maagemet ad security, over-the-air (OTA) applicatio ad data push, remote software ad firmware upgrades, remote diagostics ad troubleshootig, back-up ad restore, ad device decommissioig. From remote device provisioig ad applicatio maagemet to remote diagostics through customer care, DM maages the complete lifecycle of mobile devices as well as wire lie devices like modems, Customer Premise Equipmets (CPEs), ad routers. Device Maagemet eables a operator to Boot-strap, provisio, ad cofigure a device the momet it eters the operator s etwork. This feature adds oto the customer experiece because the customer does t have to make the effort of callig up the service provider to get the cofiguratio doe. Not oly this; it leads to streamliig of the device cofiguratio process which i tur makes life easier for the operators. The Back-up ad Restore fuctios offer a sese of comfort to customers ad free them from the troubles related to retrieval of data stored o the device i case it gets lost or stole. These features are equally applicable i both retail ad eterprise eviromets. With more ad more applicatios beig milled out o a daily basis, their maagemet becomes a ecessary task. 5

6 Firmware & Applicatio Maagemet is a importat feature of the DM system sice it allows the operator to sed ad cofigure applicatios o ed-user device, push firmware ad software versio upgrade patches to devices either proactively or upo user s request. With a DM system i place; compatibility mismatches betwee a device platform ad the applicatio software waitig to be istalled o it, ca be proactively dealt with leadig to customer satisfactio. Smart devices are ot-so-smart whe it comes to security thus makig them vulerable to data theft ad/or tamperig. Thus, Security & Cotrol is a importat feature of a DM system ad has features like data ecryptio, device lock & wipe, hard reset, etc. Its importace is felt eve more i the eterprise eviromet sice the devices i such a eviromet are the bearers of sigificatly cofidetial corporate data. Troubleshootig & Diagostics feature cosists of remote diagostics ad OTA problem resolutio which ot oly reduces costs icurred by the service provider i the operatio ad maiteace of 24x7 customer care cetres, but also ehaces a customer s experiece. This feature ca be leveraged to cut costs sice quicker the problem resolutio; shorter the time a customer care persoel is egaged. Also, this module eables proactive diagostics wherei a discrepacy is detected ad the issue resolved without the eduser havig to kow about it. This feature has a oticeable positive impact o customer satisfactio ad thus retetio. QoS Moitorig feature, though ot i widespread use as yet, is useful i maitaiig high degree of service quality. Real-time data like voice/data usage, call drops, etc., is collected ad aalyzed upo; i order to cotiuously better the performace. The key objective of device maagemet program is to develop a ability to maage the devices for the both retail ad eterprise customers ad brig additioal value to the customers. Further, through the device maagemet solutios available today ad with a iovative service delivery mechaism, service providers ca ited to develop additioal reveue geeratio capabilities. Challeges Why is DM implemetatio difficult task for Telco s? What are the issues Commuicatio Service Providers (CSPs) face while deployig DM? There is o doubt that the itelliget device market is opeig ew reveue geeratig opportuities for telecom. However, the complexity of these devices ad large presece of traditioal devices meas that eve whe the opportuity is evidetly preset there will be certai pressure poits felt by Telco s. A service provider plaig to set up a device maagemet program must look at a combiatio of appropriate hardware, software, services, ad parter(s). Here, we have highlighted the five major pressure poits which Telco s might feel while decidig the right time, the right place, ad the right fit rollig over Device Maagemet techology for their eterprise. Pressure poit oe: Idetificatio of right product parter Mobile Device Maagemet vedor capabilities differ greatly by the device platform ad by the origis ad market focus of the vedor. May of the DM vedors are boud by limited maageability of platform; hece 6

7 the DM does ot support ad address each platform the same way. While the Blackberry support is largely supported by all DM vedors, the Adroid support is still very immature (Source Garter). The costrait here is that if oly the smart phoes or the latest devices are kept i mid, it limits the scope of implemetatio of the DM techology ad reduces uiformity; however, the DM parter should be able to provide ed-to-ed support to ot oly the smart devices but all devices which are compliat to global stadards. Therefore, the mai challege which lies i frot of CSPs is to choose the right parter which ca provide uiform support across all platforms. Stadardizatio ot oly helps i reducig complexity but also the total cost of owership ad helps i achievig a homogeous eviromet. TCS Device Maagemet helps you provide uiform DM for all platforms for all devices. I case of MDM, the support is exteded across all OMA DM supportig devices icludig Java ad i case of Home Device Maagemet (HDM), it ca maage all devices compliat to the TR 69 protocol. Key poits: DM parter should be able to maage diverse devices for both mobile ad home devices The support should be uiform across platforms Pressure poit two: Desired Level of support ad level of itegratio from DM parter Support provided for ay device guaratees that cosumers are able to use their devices, miimizig the dowtime ad loss of productivity, while guarateeig data ad applicatio security. Depth of support is determied by the level of privileges that is grated to each user. The eed of itegratio may be similar i both eterprise ad retail sceario for all types of devices but the differece arises i evisagig the level of support required from a DM parter. CSPs face the followig challeges: To what extet ca their DM vedor itegrate with OSS/BSS, customer support ad existig processes as the requiremet varies from eterprise to eterprise? Whether they should start with a plai vailla istallatio of the DM solutio ad use it for maagig the devices or to itegrate it with the back-ed right i the begiig? The platform services should be able to provide ed-to-ed support ad set up busiess stadards across all the devices ragig from mobile to PCs to PDAs to had-held devices to wireless devices, lack of which makes DM hypocritical. Device Maagemet as a cocept might have bee the talk of the tow for quite some time ow but the techology; or rather idustry; is relatively ot mature. As a result, though the market is flooded with various products, a comprehesive ed-to-ed solutio is hard to fid. There are a variety of solutios which are just about poit fixes ad serve a particular purpose. Orgaizatios havig istalled such products are wary of doig away with these ad optig for a radical approach that covers everythig. This presets a major road-block i the adoptio of this idea ad its successful implemetatio. Thus the lichpi for ay DM player is the level of product maturity it possesses, which it ca provide for maagig diversity at the same time givig ed-to-ed support. 7

8 I essece, the requiremet calls for the ability of customizatio ad tailor made solutios which ot oly provide multiple accesses to the platform but also esure persoalizatio as per the choice of eterprises ad at the same time maage the diversity i the retail eviromet. TCS DM offerig provides ed-to-ed system itegratio ad support expertise across all verticals ad idustries. It gives you tailor made solutios to serve your orgaizatio better. Key poits The desired level of maturity from a DM parter is that it should be able to provide ed-to-ed deploymet ad support. Pressure poit three: Process Tailorig I most of the cases, the requiremets of a customer from a CSP are sporadic ad without a clear motivatig eed. Let s take a example here, withi 24 hours of purchase of a smart device (eterprise sceario) or chagig the SIM ito aother device (retails sceario), the first requiremet which comes from a customer is to persoalize the device as per the choice which will iclude dowloadig cofiguratio settigs, GPRS settigs, cotacts, data, ad other features. Techical support is typically required more across the sector ad is loger i duratio durig the first 24 hours of either chagig the hadset or i case of loss of device. The average call duratio to the customer care takes about mis. Customer care beig pressurized with calls durig the day (ad i certai cases visit to the customer care cetre); the Service Level Agreemet (SLA) for resolutio is hours depedig o the complexity of the problem. I case of udiagosed complicatio i home devices (typically broadbad cofiguratio), it may also require visit from a techical resource withi 24 hours, egatively impactig the customer experiece ad multiple variables. The Device Maagemet techology is push drive. It ot oly decreases the support time required but also ehaces the customer experiece. With the cofiguratios ad settigs beig automatically pushed quietly, the impact is direct o the reduced customer care support requiremet. The propesity of a Telco to follow the tedious processes of support call cetre routie ca be maaged by idetifyig a parter which ca provide Busiess Process Re-egieerig ad ca maage processes o its ow. Leveragig our customer experiece measuremet framework (TEEMTM), we provide expert advice ad cosultatio from the best Telco experts. Key poits The DM parter should be able to reduce the Capital Expediture (CAPEX) o customer support ad should be able to meet customer expectatio with reduced SLAs. 8

9 Pressure poit four: Ivestmet i ifrastructure ad better cost cotrol The DM cocierge requires heavy ivestmet i ifrastructure for settig up their maaged DM services. The ifrastructure icludes settig up exclusive servers, maagig data, workforce, licese cost, etc. Therefore, the pai of ivestmet is heavier iitially tha the returs, while the orgaizatio also deals with the chages i its defied processed. The mai challege is to idetify a parter who ca share the cost of ivestmet ad ca itroduce iovative ways to cotrol ad share the ivestmet. A DM system has to be maaged efficietly to extract the maximum value out of it, the O&M strategy has to be carefully thought through. To procure a DM product ad to put i place a dedicated team of people to ru the system equals a huge capital expediture a cost ay ad every orgaizatio would like to avoid. The operatioal complexities aboud, proves to be a major deploymet hurdle. Much to the relief of operators ad eterprises alike, maaged services is a key idustry tred. While it may be desirable to deploy the solutio/platform i-house, goig i for a hosted model is a wise alterative sice it ot oly lowers the iitial costs but also frees the orgaizatio from the burde of operatig ad maagig a relatively complex system. TCS provides the optio of hostig DM solutios i a Hosted eviromet thus drastically reducig ivestmet i ifrastructure ad mapower. Key poit The DM parter should be able to reduce the ivestmet i ifrastructure while sharig the cost of ivestmet. Pressure poit five: Customer Experiece Maagemet The eed of customer experiece maagemet is hardly a poit of debate ay more. Coupled with this, the lauch of 3G services ad eforcemet of Mobile Number Portability i the coutry makes it eve more importat for every service provider to ask themselves the followig questios: Do we kow our customer s perceptio ad ca we measure their Experiece Level of our services? Ca we quatifiably track the effectiveess of our customer experiece ehacemet programs? Do we kow the orgaizatioal fuctios cotributig to Good ad Bad experiece for our customers? Customers iteract ad gais positive or egative experiece through a umber of touch-poits i their life cycle with a service provider. These touch-poits are more tha just places where customers iteract with service provider - they are the Brad-poits! The upkeep of the brad ame beig a top priority makes these touch-poits eve more critical. With this perspective i mid, the questio arises that how are customer experiece maagemet ad device maagemet related. It ca be explaied below: Most orgaizatios deploy silo solutios for maagig their devices to cater to the immediate requiremets ad ofte ed up havig a clutter of solutios with most of them becomig redudat over a period of time. With DM, three-fourth of the customer eeds ca be resolved remotely with techology 9

10 push thereby ehacig the Customer Experiece. Most importatly, the DM techology ca provide valuable aalytical data which ca be used for busiess itelligece. A framework for measurig the customer experiece developed by our team idicates that out of 172 key experiece parameters, a good 40% ca directly or idirectly be positively iflueced if a soud DM system is i place. This implies that DM should very well be treated as a strategy rather tha just a techology. Success of a Customer Experiece Maagemet program depeds critically o effective As-Is measuremet, ROI liked programs (such as MDM) & Cotiual Bechmarkig agaist oeself ad competitors. Key poits: DM parter should help i ehacig customer experiece maagemet while usig busiess itelligece to icrease the ROI. Recommedatios How to maage DM deploymet? How ca the issues beig faced by CSPs while deployig DM are resolved? The DM market is witessig a rapid growth i iflux of iche players everyday which may or may ot provide the prerequisites for the right choice i terms of fuctioality support ad brad. For operators to further ivest i DM as part of their device portfolio, followig are some key leaigs which ca be take ito cosideratio. Multi teacy i the DM Solutio Cosiderig the CAPEX requiremets, it makes ample busiess sese to go for device maagemet as a service from the DM solutio parter. However, this requires the DM solutio be multi-teat supported. I the eterprise sceario, a Telco would ivariably put the CAPEX for multiple eterprise customers ad a multi-teated DM product is a ecessity. A multi-teated solutio addresses the eed for DM as a service while maagig the data privacy as well as feature level segregatio of services to multiple etities. Capability of DM parter to itegrate DM with Operatio Support System (OSS) ad billig systems If a eterprise or a telecommuicatio service provider decides to go for a build ad operate model for the mobility platform, the followig compoets ad fuctioal view should be cosidered for platform requiremets ad capabilities. Itegratio layer is the key to commuicatio ad cotrol with classical IT systems. It eables the Device 10

11 Maagemet layer to iteract with the above two layers ad forms a bridge betwee the mobility platform ad other classical IT systems (mediatio, ivetory, Customer Relatioship Maagemet (CRM), etc.). I actual deploymet, it ca be a collectio of scripts based o the busiess logic ad specificatios, commuicatig with eterprise portal, Telco s OSS / Busiess Support System (BSS) compoets ad device maagemet layer through stadard APIs exposed by these compoets ad / or web services. This itegratio may have challeges based o the availability of APIs ad exposed iterfaces ad may require custom APIs developmet ad / or alterate data exchage mechaism. The busiess logic would obviously vary from oe sceario to aother ad thus the itercoectio logic would be specific to every implemetatio. For example, every time a ew device is added ito the eterprise; Telco s order maagemet system may update the device maagemet system ad whe device maagemet system has to push a service or product oto a device, it follows the istructios give by the order maagemet system. Gettig the retailig right Poit of cotact ca be a big ifluece i determiig the user experiece i the retail sector. Customers who have to face usatisfactory resolutio to their problems, which is ot appropriate to their eed or is ot timely resolved, are at a higher risk of defaultig ad beig chured out to the competitio. Gettig the cotact wrog ad poor user experiece will add cost to the operator s existig profitability. Lack of device maagemet ad wrog DM solutio deploymet i retail sceario wo t meet customer expectatio i terms of services ad quality, which i tur will result i poor user experiece ad damaged customer loyalty. Optimize the Operatios ad support Correct DM support chaels ca be optimized to maage customers as they attue to sophisticated operatios ad customer support ad accompayig services. Whe customers look for support, their expectatio is to have a otable impact o the resolutio of the problem ad cotiued use of a service. Official support chaels such as customer care should ot be the primary support chael choice for customers; istead they should be eabled with support optios icludig returig to the poit of cotact through a state of art web-based self service based cotact cetres (referrig to the web portal for deployig the DM). Establish busiess itelligece through DM for better customer experiece maagemet While the cosumers cofigure their settigs with ease, get a 24x7 support, ad have their data support, the operator at the back-ed gets vital iformatio related to cosumer behaviour which i tur ca be aalyzed to further pi poit the customer pai areas System itegratio While settig up DM, operator should look for a system itegrator rather tha licese seller. This will eable the operator to maage applicatio, host platform, cotrol over customizatio, ad ed-to-ed support o a log term basis. A good device maagemet system esures appropriate idetificatio ad cofiguratio of devices, thus reducig device returs; relievig the customer service departmets of udue burde; shorteig problem resolutio cycles, fially improvig customer satisfactio levels leadig to a ehaced 11

12 customer experiece leadig to customer loyalty & retetio which fially coverts to sustaied reveues. System itegratio parter should have the capability to maagemet multiple device platforms as well as chages i the platforms seamlessly i their service delivery. The eed for device maagemet is felt equally by both; retail ad eterprise sectors. The decliig cost of mobile devices ad the evolutio of wireless etworks have itesified device peetratio i the eterprise as well as the retail sectors; with the eterprises boastig of havig deployed some of the most advaced oes. Smart-phoes, feature-phoes, PDAs, laptops, ad other had-held devices are becomig icreasigly complex ad expesive to maage. We ca without a doubt coclude that DM is icreasigly becomig ievitable for oe ad all. For operators caterig to the retail eviromet; this ca become a strog differetiator i a market which is gettig heavily commoditized by the day, ad for the eterprise segmet; this ca put a ed to majority of the device hadlig ad maagemet woes. About TCS Device Maagemet Offerig Network CRM HLR OSS/BSS Iterface Liks Hosted Platform Customer Care Support Mobile Device Maagemet Self Service Platform Service Maagemet Platform Wirelie Device Maager Service Activatio Egie OMA/TR69/Other Fig2- TCS Hosted Model Offerig System Itegratio TCS offers holistic system itegratio for better deploymet of device maagemet. It ivolves itegratio of device maager, service maagemet platform, ad customer care, ad self-support systems with the customer s back-ed systems. Device Verificatio TCS MDM offers device verificatio to assure device performace with radio ad applicatio testig by leveragig our device test factory systems. 12

13 Device Services TCS hosted MDM device services ivolve cofiguratio of ew devices to support device maagemet, ad re-cofiguratio of old devices depedig upo platform upgrade or the itroductio of ew services. Problem Support ad Resolutio TCS offers roud the clock problem support ad resolutio to esure resolutio of the customer s problems through a 24x7 techical support model. Reveue Ehacig Service Additio This adds o-goig aalytics services to target ew services to prospective customers which ca be leveraged by a Telco through TCS MDM. Reduce Customer Support Expeses: TCS MDM eables a CSP to avoid ad shorte support calls ad preset the helpdesk with real-time service itelligece ad pipoit issues. This guaratees huge call ceter savigs ad icreased customer satisfactio. Hosted Solutio Beefits: TCS offers MDM deploymet through hosted solutio which has the followig beefits: Operatioal Expediture (OPEX) or CAPEX-OPEX based commercial model of hosted operatio Offerig very low CAPEX ad cost predictability Scalable with zero risk Provides a eviromet to lauch services quickly Reduces the time to beefit from remote activatio ad maagemet solutio Itegrate ito easy to use customer care alteratives such as IVRs ad web portals 13

14 List of Abbreviatios Abbreviatio/ Acroym BSS CAPEX CPE CRM CSP MDM HDM DM OPEX OSS TCS Telco s VAS PDA OMADM Expasio Busiess Support System Capital Expediture Customer Premise Equipmet Customer Relatioship Maagemet Commuicatio Service Provider Mobile Device Maagemet Home Device Maagemet Device Maagemet Operatioal Expediture Operatio Support System Tata Cosultacy Services Telecom Compaies Value Added Services Persoal Digital Assistace Ope Mobile Alliace Device Maagemet - specificatio is desiged for maagemet of small mobile devices Refereces S.No Referece Publicatio 1. Garter Report Mobile Device Maagemet Publicatio Date: 17 December 2010 ID Number: G Garter Report New Approaches to Maagig Mobile Users ad Smartphoes Publicatio Date: 30 Jue 2010 ID Number: G Garter Report - Use Maaged Diversity to Support Edpoit Devices Publicatio Date: 7 May 2010 ID Number: G Datamoitor - Decisio Matrix: Selectig a Eterprise Mobility Vedor Referece Code: DMTC2219 (Competitor Focus) Publicatio Date: December WDSGlobal - Smartphoes: Buildig profitability ad loyalty i the mass-market Neilso Nielso (March 2010) smartphoes-to-overtake-feature-phoes-i-u-s-by-2011/ 7. WDSGlobal- Supportig Complex Mobile Devices The ipass Mobile Workforce Report: Uderstadig Eterprise Mobility Treds ad Mobile Usage

15 About TCS Telecom Idustry Solutio Uit TCS Telecom Busiess Uit is the secod largest vertical cotributig higher percetage to the overall TCS reveues. With a dedicated pool of professioals ad a accumulated experiece ad ogoig associatios with world-class Telecom service providers ad equipmet maufacturers, TCS has acquired uparalleled uderstadig of the Telecom domai. TCS helps wirelie, wireless, broadbad, ad cable service providers redefie their markets with iovative solutios that help them become more agile, reduce fixed operatios costs, ad itroduce ext geeratio services. TCS sets customers apart from their competitors with istat access to idustry solutios, best-i-breed techology, assets, ad frameworks. Cotact For more iformatio about TCS Telecom Solutios, cotact global.telecom@tcs.com Subscribe to TCS White Papers TCS.com RSS: Feedburer: About Tata Cosultacy Services (TCS) Tata Cosultacy Services is a IT services, cosultig ad busiess solutios orgaizatio that delivers real results to global busiess, esurig a level of certaity o other firm ca match. TCS offers a cosultig-led, itegrated portfolio of IT ad IT-eabled ifrastructure, egieerig TM ad assurace services. This is delivered through its uique Global Network Delivery Model, recogized as the bechmark of excellece i software developmet. A part of the Tata Group, Idia s largest idustrial coglomerate, TCS has a global footprit ad is listed o the Natioal Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Solutios Outsourcig All cotet / iformatio preset here is the exclusive property of Tata Cosultacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of publishig. No material from here may be copied, modified, reproduced, republished, uploaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may violate copyright, trademark ad other applicable laws, ad could result i crimial or civil pealties. Copyright 2011 Tata Cosultacy Services Limited TCS Desig Services I M I 07 I 11