Posted: 03/15/1999
Meanwhile, carriers that are orchestrating the installation of billing and customer care systems--and all of the systems with which those elements interface--are starting with a blank slate. They have to choose the systems, create the interfaces and make up the business rules as they go along. And that's no small task.
But there are some key tenets carriers and their vendors are using as they build these new systems.
The first is eliminating the duplication of data input. Today, carriers typically enter information for the provision of new services multiple times. And, if they're using the network of an incumbent carrier, the data is duplicated at the secondary carrier as well. But smart telcos are centralizing data so it can be shared by all their support systems to avoid duplication of efforts, to decrease the likelihood of mistakes during input and to allow the carrier to share data across departments.
Because competitive carriers are frequently at the mercy of incumbent carriers that supply them with services and network elements, competitors should make every effort to create electronic interfaces with those carriers to avoid mistakes and lost data.
Finally, installing new systems isn't just a technical matter involving workstations and software modules. It's also about creating processes and training people that best can use such systems. Carriers need to consider and plan for all the aspects of new system implementation.
If one of these pieces is out of tune, it can mean disaster. If all of the pieces come together, it's beautiful music.
Until next time,
Paula Bernier
Editor-in-Chief
