Fast, Flexible & In Control MEET THE AGILE OPERATOR

Transcription

1 Fast, Flexible & In Control MEET THE AGILE OPERATOR

2 From managing Scale To managing diversity Source: Ericsson Mobility Report, November 2013

3 A connected world is just the beginning The Networked Society is where everyone, everything and everywhere will be connected in real time a fundamental shift that will dramatically change how businesses will grow and be successful in the future. To stay ahead, operators must shift from serving more subscribers to serving more needs, while at the same time catering to a greater diversity of devices, content and consumer demands. Our connected lifestyles are creating new needs and expectations. It s no longer about the number of mobile users today it s about what these users really need. And with a dizzying number of users, applications and devices, the real challenge is how to handle this diversity and make the most of it. Whether it s making sure that someone sitting on the train can read the news on their phone, or delivering 1,000 live video streams from a rock concert, every situation requires something different from the network. And to create a great user experience in any situation, the network s performance must adapt to serve more needs. So what does this mean for your Operations and Business Support Systems (OSS/BSS)? The shift in focus can be summarized like this: the number of users is no longer your greatest challenge. The challenge now and your greatest opportunity is diversity. Operators who can manage this effectively will unlock ways to develop new services and new business segments, resulting in new revenues. The key to realizing the full potential of the Networked Society lies in your OSS/BSS. The Agile Operator Success in the Networked Society requires agility. For operators this means being fast, flexible and in control, delivering great experiences to consumers, operating efficiently and developing innovative new offerings for a diversifying market. However, years of incremental investments in OSS/BSS systems have created patchworks of inflexible legacy systems and processes that prevent many operators from embracing change and new opportunity. The result is too much time spent running and maintaining, and too little time spent serving a user s needs or innovating for tomorrow. So what is the right approach? Examining our connected lifestyles Part of the challenge today in delivering services is the increasing complexity of subscribers connected lifestyles. These developments are creating new opportunities for consumers, but also new frustrations. The Connected Lifestyles study by Ericsson ConsumerLab identifies seven emerging consumer needs central to introducing successful services: instant access everywhere, a customizable world, switching off, assisted productivity, enhanced togetherness, consumer control and location-based me. An agile operator takes a unified approach to the three essential aspects of their business customers, services and networks without compromising any of them. They understand their users needs through three-dimensional insights and proactive response, and by delivering the right services at the right time. An agile operator s approach to the network is about accelerating the planning, rollout and optimization of new and existing networks while dealing with network, technology and organizational complexity. And their approach to services is about developing new products and services rapidly and cost effectively, and finding subscribers and partners who can accelerate this process.

4 What does it take to be an agile operator? Working with some of the world s leading operators, we ve learned that the ability to move quickly, act flexibly and stay in control are essential to success. We ve observed that there are certain characteristics that successful operators share in common: the use of big data with real-time capabilities, configurable and modular systems, self-steering networks, an open approach to external partners, and a holistic 3D view of consumers. These five key aspects are what we call: The Agility Formula. Smart Blocks Fresh Data What makes data fresh? It s about combining big data with real-time capabilities looking at different data sources, correlating them, analyzing the results, and providing actionable insights that you can use here and now. Having all this information gives you a clearer picture of who your users are and what they want. And having these insights will allow you to take the right offers to market more quickly, and grow your top line faster. Gaining an advantage in the market just got easier. The world is changing rapidly. Operators face the difficult challenge of having to continually improve the user experience and maintain a profitable business with the same or fewer resources. This requires agility and an IT environment that you can rebuild as the world changes around you. The Smart Blocks concept provides the ability to try many things quickly, fail in some of them, try something new, and accelerate in a new direction. In the end, it s about keeping your existing subscribers happy while also growing your business. An agile operator takes a modular approach to designing IT systems, based on standardized components with built-in intelligence and infinite configurability, rather than custom-made systems that are inflexible to change. What it comes down to is using Fresh Data to improve the user experience. It s about predicting what will happen and acting preemptively to avoid situations that negatively impact the subscriber experience. Showing that you care when trouble occurs or even before it occurs will give you an advantage over your competitors.

5 Self Steering Today s subscribers know what they want. But giving it to them is not always easy. You need to be flexible in how you treat your subscriber, and how you run your network. And that s where the opportunity lies. An agile operator makes it possible for networks and users to care for themselves in order to improve subscriber experience and operational efficiency. It s about automated systems that can detect and solve issues, and user self-care that puts your subscribers in control of their own spending, services and subscriptions. We call this Self Steering, and it means you can focus your time on the things that make your business tick. This gives you happier subscribers, a healthier network, and saves valuable human involvement for only those activities that really need it. Ecosystematic The Networked Society is full of new opportunities but it requires a shift towards a more open and collaborative mindset. To enable new business models and revenue streams, it helps if you are open to using your assets in a creative way. An agile operator is always ready to collaborate. An Ecosystematic approach is about moving from closed, monolithic business models to collaborative ecosystems. From developing services and products inside the organization, to establishing value-adding services to expand your offering together with external partners. It s about opening up to new business opportunities and using your existing assets to enable a world of new opportunity. 3D Vision User behaviors and needs are constantly changing. Joining forces across the organization and viewing the user from all perspectives helps achieve an extraordinary subscriber experience, business efficiency and innovation. The agile operator combines network and user data to optimize service delivery and address user needs more proactively. 3D Vision is about breaking the walls down in your organization and putting the user at the center of attention where they should be.

6 Ericsson OSS: systems in operation licenses issued for Ericsson device management Subscribers for Ericsson commercial activation installations Sources: Ericsson, World Cellular Information Service (WCIS), Analysys Mason and Gartner

7 Our expertise, your advantage The Agility Formula guides how we develop our own products and services, how we engage our customers, and even how we acquire companies. We have made some important strategic choices over the years and have invested in unmatched skills and expertise in key areas. We stand alone in our realtime end-to-end capabilities, offer the highest degree of flexibility though our modular technology, and are experts at combining user and network data for more accurate decision-making and personalization. We have a keen understanding of how automation and scale are essential in a diverse environment, and this is strengthened by our leadership in delivering and managing networks and IT for operators. One size does not fit all No matter where you are today, an agile platform must be flexible enough to adapt to constant change in the market. Many service providers are optimizing specific parts of their current environments. But to go from network provider to service enabler and service creator requires a fully integrated solution where new offerings can quickly be transformed into fulfillment with as little customization and manual handling as possible. Whether you are optimizing, evolving or transforming your network, we always take the same approach of starting with the business need, then analyzing business problems and finally setting concrete targets. We don t just focus on the technology, but also understand the impact new processes, organization and systems will have on your business. Realize your tomorrow, today In a world where mobile, broadband and the cloud are fueling a fundamental transformation, managing the subscriber lifecycle and experience will become increasingly complex and challenging. We are the only partner capable of supporting modernization and integration efforts across the full OSS/BSS landscape. We do this through a unique combination of software and professional services that are empowering the agile operator. A Powerful Platform Agility is about being fast, flexible and in control. To support you throughout the entire customer lifecycle, the Ericsson Agility Suite has been organized into five business process areas that enable network, service and customer agility: > Plan-to-Provision simplify and automate the assignment of network capacity and facilities > Idea-to-Implementation create the services and bundles that your customers want > Lead-to-Service reduce the time it takes to convert leads into delivered services > Service-to-Cash capture events and convert them into chargeable items > Experience-to-Resolution use analysis and insight to ensure an optimal customer experience. The Agility Suite also helps personalize and improve the user experience through customer/partner management and interaction while efficiently managing Ericsson network infrastructure through vendor domain OSS. With the industry s most comprehensive and cohesive OSS/BSS, we enable operators to be more agile. For more information please visit: ericsson.com/realize.

8 Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use our network equipment, and more than 40 percent of the world s mobile traffic passes through Ericsson networks. We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards. Our networks, telecom services and multimedia solutions make it easier for people, across the world, to communicate. And as communication changes the way we live and work, Ericsson is playing a key role in this evolution. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. Our vision is to be the prime driver in an all-communicating world. Ericsson SE Stockholm, Sweden Telephone Fax Uen FGB Ericsson AB 2014