Who attended TM Forum’s DTW event in Nice this week?

Some of the world’s leading OSS thinkers met at TM Forum’s Digital Transformation World in Nice, France, this week.

Were you one of them?

I was unable to attend due to a date with a surgeon (no, not the romantic kind of date). If you attended, I’d love to live vicariously through you and hear your key takeaways from the event.

Please leave us a comment below, either with your thoughts or via links to blogs/articles you’ve authored!

TM Forum announces 2019 award winners

On Monday evening in Nice, TM Forum announced the list of 12 Excellence Awards for 2019. They also anointed Distinguished Fellow and Distinguished Engineer status on two of the industry’s leading contributors.

Huge congratulations to each of the following award winners:

  1. Business Transformation – Royal KPN, Vlocity and Salesforce
  2. IT Transformation – China Mobile & Huawei
  3. Operational Transformation & Agility – Netcracker
  4. Network Transformation – Telstra
  5. Digital Service Innovator of the Year – Orange
  6. Open Digital Ecosystem Platform of the Year – TELUS
  7. Disruptive Innovation – Etiya & Fizz, Zeotap
  8. Outstanding Customer Centricity – Whale Cloud & China Telecom
  9. Open API – DGiT, Netcracker
  10. CIO of the Year – Cody Sanford, T-Mobile USA
  11. CTO of the Year – Giovanni Chiarelli, MTN South Africa
  12. Future Digital Leader – Ye Ouyang, AsiaInfo
  13. Distinguished Fellow – Dr. Lester Thomas, Vodafone
  14. Distinguished Engineer – Takayuki Nakamura, NTT Group

I’m most excited about number 4 on the list, partly because I was involved in the early concept / PoC stages of Telstra’s NaaS (Network as a Service) project and because of what NaaS represents to our industry [more on that in tomorrow’s post]. I’m also excited to see a little Australian company, DGiT, appearing amongst a list that’s mostly made up of industry heavyweights.

TM Forum’s Digital Transformation World (DTW) starts tomorrow

For those who don’t already know, one of the peak OSS industry events starts tomorrow in Nice, France. It’s known as Digital Transformation World (DTW) and is run by TM Forum.

OSS and BSS (and so much more) experts will be there, collaborating via multiple different methods – talks, presentations, demonstrations, industry proofs-of-concept, campfire events, etc.

Leave us a comment below if you’re attending and tell us what you’re most excited about.

Hansen acquires Sigma Systems

Acquisition of Sigma Systems.

Hansen Technologies Limited announced the signing of definitive agreements for the acquisition of Sigma Systems (“Sigma”). The acquisition is expected to close on 31 May 2019.

Key Points:

Founded in 1996, Sigma is a leading global provider of catalog-driven software products for telecommunications, media, and high-tech companies. Its software is designed to streamline complex product and service offerings and provide a faster path to creating, selling and delivering new digital products and services, combined and packaged with traditional core services.
It is being acquired for an enterprise value (EV) of CAD157.0m (AUD166.2m1) – which equates to an EV/EBITDA acquisition multiple of 8.3 times calendar year 2018 (CY182) normalised EBITDA3
Funding for the acquisition will be 100% provided by a new bank debt facility of AUD225m underwritten by RBC Capital Markets.
Sigma has been majority owned by private equity investor Birch Hill Equity Partners Management since 2015.
CY18 revenue was CAD73.1m (AUD75.5m4) and CY18 normalised EBITDA3 was CAD18.8m (AUD19.4m4).
CY18 revenue split was Americas 56%, EMEA 29% and APAC 15%.
Sigma has more than 70 customers with deployments in some 40 countries. Tier 1 customers include Liberty Global, Telstra, Vodafone, Inmarsat, Telkomsel, Altice, and Cox Communications.
Sigma has more than 480 staff with major offices located in Toronto, Canada (Head Office), London and Wales (UK) and Pune, India.
The strong strategic rationale for the acquisition includes:
The business is a high-quality asset – being a global leader in providing enterprise catalog-driven software products to the communications, media and high-tech sectors
It significantly expands Hansen’s scale and scope in the telecommunications sector – revenue from the telecommunications sector would have been 38% of total revenue in CY18 on a pro-forma basis if Sigma was owned during that period, compared to actual of 17%
Cross-sell opportunities exist into Hansen’s large utilities customer base by integrating the Catalog product into our energy product offerings, as well as PayTV.
The acquisition is expected to be earnings per share (EPS) accretive in FY202, excluding amortisation of acquired intangibles5.

Sigma Overview
Products
The Sigma product portfolio comprises catalog-driven software solutions that streamlines complex product and service offerings for communications, media, and high-tech companies.

The product portfolio includes:

Catalog – which provides a single source of “knowledge” for all of the service provider’s products and services, enabling the introduction and management of new and existing products and services with a single point of control, thus reducing the time-to-market for new offerings.
Configure Price Quote (CPQ) – Catalog-driven, this product applies real-time, enterprise-wide pricing structures to quote and capture orders, from standardised consumer offerings to complex tailored enterprise services.
Order Management – provides end-to-end management of an order, from when it is placed to when it is fulfilled and operational.
Portfolio Inventory – provides a single source of “knowledge” on all the products customers have ordered, the services that were activated for those products, and the resources that were provisioned for those services.
Provisioning – a network service and device activation product that manages, tracks and activates a complete range of network communication services and devices from a set of preconfigured activation solutions.
Insights – an analytics tool that provides service providers with real-time visibility of operational and sales performance at a granular level, allowing them to adjust sales strategies as necessary.
Sigma’s products enable business growth from new digital services combined and packaged with traditional core services. The product suite is highly complementary in nature and drives cross-sell expansion after initial deployment of one product. Product deployment can be either cloud or on-premise.

Sigma’s go-to-market strategy comprises a global direct sales force, combined with partnering with several systems integrators and CRM providers such as PwC, Infosys, Tech Mahindra, Microsoft and Salesforce to expand reach.

Customer Base
Sigma has a diversified revenue base with over 70 customers globally with deployments in approximately 40 countries. The average customer age is more than 8 years and includes many Tier 1 operators across the globe.

Customers include: Vodafone, Liberty Global, Telstra (Australia), Altice, Cox Communications (USA), Ziggo (Netherlands), Telkomsel (Indonesia), J:Com (Japan), Inmarsat (UK), Telmex (Mexico), Tiscali (Italy), Telus (Canada), Sky (UK), EWE TEL (Germany) and ViaSat (USA).

Financial Profile
Revenue in calendar year 2018 (CY18) was CAD73.1m (AUD75.5m4) and CY18 normalised EBITDA3 was CAD18.8m (AUD19.4m4), equating to a normalised EBITDA margin of 25.7%

Sigma has high levels of recurring revenue – derived from maintenance & support fees, periodic licence fees and managed professional services, while non-recurring revenue is derived from professional services and one-off licence fees.

CY18 revenue split was Americas 56%, EMEA 29% and APAC 15%.

Strategic Rationale
There is strong strategic rationale for the acquisition:

The business is a high-quality asset – being a global leader in providing enterprise catalog-driven software products to the communications, media and high-tech sectors
Sigma’s proprietary products sit within or adjacent to our core business of billing and customer management, and are well designed to capture growth opportunities from the rollout of new telecommunications services such as 5G
It significantly expands Hansen’s scale and scope in the telecommunications sector – revenue from the telecommunications sector would have been 38% of total revenue in CY18 on a pro-forma basis if Sigma was owned during that period, compared to actual of 17%
Cross-sell opportunities exist into Hansen’s large utilities customer base by integrating the Catalog product into our energy product offerings, as well as PayTV
Sigma further expands the depth and breadth of our global presence
It is expected to be earnings per share accretive in FY20, excluding amortisation of acquired intangibles5.

Elon Musk’s SpaceX gets FCC approval to beam broadband from space

FCC AUTHORIZES SPACEX TO PROVIDE BROADBAND SERVICES VIA SATELLITE CONSTELLATION.

The Federal Communications Commission (FCC) approved an application by Space Exploration Holdings, doing business as SpaceX, to provide broadband services using satellite technology in the United States and around the world. With this action, the Commission takes another step to increase high-speed broadband availability and competition in the United States.

This is the first approval of a U.S.-licensed satellite constellation to provide broadband services using a new generation of low-Earth orbit satellite technologies. SpaceX proposed a satellite system comprised of 4,425 satellites and was granted authority to use frequencies in the Ka (20/30 GHz) and Ku (11/14 GHz) bands to provide global Internet connectivity.

The Memorandum Opinion, Order and Authorization today outlines the conditions under which SpaceX is authorized to provide service using its proposed NGSO FSS satellite constellation. Specifically, the Order specifies the conditions to ensure compliance with Commission rules, and to protect other operations in the requested frequency bands.

Over the past year, the FCC has approved requests by OneWeb, Space Norway, and Telesat to access the United States market to provide broadband services using satellite technology that holds promise to expand Internet access, particularly in remote and rural areas across the country. These approvals are the first of their kind for a new generation of large, non-geostationary satellite orbit, fixed-satellite service systems, and the Commission continues to process other, similar requests.

Ooops. The 3GPP network management omission

A recent discussion with a learned and respected OSS colleague reminded me that there had been a major omission from the PAOSS History / Standards page. With the buzz developing around 5G, not to mention some of the advanced features like network slicing and radio infrastructure virtualisation, the oversight was a big one. We’d forgotten to include radio network management standards.

We’ve filled that gap now by adding a section relating to the network and service management standards prepared by 3GPP.

But what’s now concerning me is, “what else is missing?”

Would you mind doing me a favour? Would you like to quickly skim through the link above and let me know if there’s anything else that needs to be added? I know you’re really busy and your time is valuable, so any input you might find time for would be greatly appreciated.

Solarwinds acquires Samanage for $350m

SolarWinds Sets Its Sights on the ITSM Market through Acquisition of Samanage and Introduction of a SolarWinds Service Desk Product.

SolarWinds announced that it has signed an agreement to acquire Samanage, an IT service desk solution company based in Cary, NC. Over the past 7 years, Samanage has built a strong, well-respected product guided by a customer-centricity that aligns well with SolarWinds’ mission and commitment to the technology professional community. SolarWinds plans to add the Samanage products to its IT Operations Management portfolio beginning in Q2 2019. The SaaS-based offering will complement the on-premise products the company offers today to serve the needs of IT organizations at businesses of all sizes – from the SMB to the large enterprise.

“For 20 years, SolarWinds has been committed to making IT look easy by arming technology pros with the powerful tools they need to solve today’s IT management challenges. We do this by responding to well-understood, everyday problems based on input and feedback from our customers and the IT professionals that we serve,” said Kevin Thompson, Chief Executive Officer, SolarWinds. “The IT Service Desk is core to any IT professional’s job and it is something that they interact with every day to serve their employees.”

According to IDC, IT Service Management (ITSM) represents an over $6 billion market today and is forecasted to reach over $8.5 billion by 2023.1 This size reflects the evolution of the ITSM market. ITSM is no longer the domain of large enterprises. Businesses of all sizes increasingly depend on technology to achieve optimal levels of productivity and efficiency, and drive business outcomes and success. There are very few providers who are positioned to serve the entire IT market, from small businesses to the Fortune 500, the way that SolarWinds and Samanage do. Mid-market and smaller businesses are underserved in the space, as existing offerings tend to focus on complex enterprise solutions that require dedicated staff and expensive professional services engagements.

Most IT departments continue to use phone (77%) and email (87%) as their main support channels, but by adopting service desk software they could reduce resolution time by 13% improving not just IT service efficiency, but also employee productivity.2 This is even more pronounced in small and mid-sized businesses. In a recent SolarWinds survey, IT pros indicated that cost (76%) and ease of use (84%) were the critical, driving factors in the selection of an ITSM offering.3 This supports the need for a SolarWinds approach to ITSM – powerful, affordable, and easy to use products designed to solve problems the way that IT pros want them solved.

Thompson continued, “We believe that a powerful, market-leading ITSM solution offers us another compelling product to enhance our ability to serve IT professionals in organizations of all sizes while meaningfully expanding our total addressable market, including additional cross-sell opportunities within our large and expanding customer-base of more than 300,000 customers.”

“IT departments increasingly find themselves at the center of employee service and digital business transformation. As IT leaders pursue new technologies to transform their business, they have the ability to grow the role of service management from an IT help desk to intelligent employee service management across all departments,” said Doron Gordon, Founder & CEO, Samanage. “Deploying an employee service management mindset, coupled with an enterprise-wide service desk platform that supports it – like Samanage — can help increase employee productivity and better connect employees to their customers. We are excited about the opportunity to bring our products together with the reach and strength of SolarWinds to enable IT organizations in companies of all sizes to achieve better business outcomes.”

SolarWinds plans to acquire Samanage for a purchase price of $350 million in cash or approximately $329 million net of cash acquired. SolarWinds plans to fund the transaction primarily with its existing cash balance. The transaction is expected to close before the end of Q2 2019. SolarWinds will provide additional details about the acquisition and its expected impact to 2019 financial results on the company’s Q1 2019 Earnings Call scheduled for April 24, 2019.

Competition closing on 23 March

In case you didn’t notice, we launched a competition yesterday. It’s a 5 question survey and respondents are in with a chance of winning 1 of 5 copies of my book, Mastering Your OSS.

Not only that, but it’s your chance to give back to the next generation of OSS experts coming through. You’ll achieve this by sharing your experiences on your earliest OSS projects. In turn, we’ll be turning these answers into e-books that we’ll make available free here on PAOSS.

I’m really looking forward to reading the answers from you, the exceptionally talented OSS people who I know read this blog!

Juniper Networks to acquire Mist Systems

Juniper Networks Announces Intent to Acquire Mist Systems to Bring AI to IT, Delivering on Promise of Software-Defined Enterprise.

Juniper Networks announced that the company has entered into a definitive agreement to acquire Mist Systems, a pioneer in cloud-managed wireless networks powered by Artificial Intelligence (AI). The deal will enhance Juniper’s enterprise networking portfolio by combining Mist’s next-generation Wireless LAN (WLAN) platform with Juniper’s best-in-class wired LAN, SD-WAN and security solutions to deliver unsurpassed end-to-end user and IT experiences.

Under the terms of the agreement, Juniper Networks will acquire Mist for aggregate consideration of $405 million, subject to adjustment, payable in cash and the assumption of outstanding equity awards. The proposed acquisition is expected to close in Juniper Networks’ fiscal second quarter, subject to regulatory approvals and customary closing conditions. It is expected to be slightly dilutive to FY’19 Non-GAAP EPS and slightly accretive to Non-GAAP EPS in FY’20.

Mist has built the world’s first AI-driven wireless platform, which makes Wi-Fi more predictable, reliable and measurable. Mist has also developed the networking industry’s only AI-driven virtual assistant, Marvis, to simplify wireless troubleshooting and provide unprecedented insight into client and network behavior. In addition, Mist uses patented virtual Bluetooth® LE technology in conjunction with Wi-Fi and IoT to deliver scalable and cost-effective location-based wireless services to customers, such as indoor wayfinding, proximity notifications, traffic analytics and asset tracking. All operations are managed via Mist’s modern cloud microservices architecture for maximum scalability, agility and performance. As a result, Mist is quickly becoming the WLAN standard for enterprise customers across numerous industries, including two of the Fortune 10, seven of the top 40 retailers, the flagship facility at the US’s largest healthcare system, one of the top mobile carriers and one of the world’s largest airlines.

The acquisition will expand Juniper’s presence in the rapidly growing cloud-managed segment of the wireless networking market. Further, the deal enables Juniper to extend cloud-based management and end-to-end AI-driven visibility (“AI for IT”) across the end-to-end enterprise network (from access to the WAN) to offer an industry-leading, software-defined and highly differentiated solution for simplifying operations, improving user experience and lowering total cost of ownership (TCO).

“Mist Systems is a great fit for Juniper and for our enterprise customers,” explained Rami Rahim, CEO of Juniper Networks. “Juniper and Mist share a common strategic goal. We believe in the Software-Defined Enterprise and Mist’s focus on bringing AI to IT is consistent with our core belief that we need to simplify operations and improve customer experience while lowering costs. With Mist, we are adding a market leading solution to complement our portfolio, drive the cloud transition within the enterprise and accelerate our enterprise growth.”

“Mist Systems has developed a unique blend of wireless, AI and cloud expertise that has enabled us to stand out from the competition and bring much needed innovation to the wireless space,” said Sujai Hajela, CEO of Mist Systems. “By combining these proficiencies with Juniper’s expansive channel reach, world-class support and best-in-class networking and security products, we believe we will be well poised to change the IT landscape by ushering in a new generation of AI-driven products.”

“The joint Mist and Juniper solution delivers excellent visibility into the entire wired/wireless stack and uniquely leverages AI for proactive automation, making it a perfect fit for our campus environment,” said Mitch Davis, Vice President and CIO at Dartmouth College. “I am excited to see these two best-of-breed solutions tightly aligned and I look forward to seeing even more integration and innovation going forward, as it is key to our mission of delivering world-class IT experiences to our students, faculty, staff and guests.”

Telefónica and Ericsson sign AI-powered Network Ops

Telefónica and Ericsson sign AI-powered Network Operations agreement.

Ericsson and Telefónica, one of the world’s largest communications service providers, have penned a new four-to-six-year managed services deal for AI-powered Network Operations in the UK, Colombia, Peru, Ecuador and Uruguay.

Through its global Network Operations Centers (NOCs), Ericsson will provide services spanning day-to-day monitoring and service desk, change management, and problem and incident management – all powered by its leading AI and automation solutions. The deal supports and reinforces Telefónica’s strategy to focus on increased use of AI-based automation for evolved network operations.

Juan Manuel Caro, Global Director of Operations & Customer experience, Telefónica, says: “Expanding our long-term partnership with Ericsson with the implementation and support of their global Network Operation Centers will now allow us to build a more agile network, while implementing new tools and developing technologies for the network and our customers. AI and automation are key pillars of the network operations of the future.”

Arun Bansal, President and Head of Ericsson Europe and Latin America, Ericsson, says: “Ericsson and Telefónica have a long-standing partnership in technology and services. This new deal reflects both our ambitions to develop and drive networks based in automation, machine learning and AI and we’re working closely with Telefónica to make this a reality”.

Mobily deploys Ericsson

Mobily deploys Ericsson full stack Telecom Cloud.

Mobily Saudi Arabia has deployed Ericsson’s full stack telecom cloud solution, focusing on transforming its wireless network and providing a 5G Cloud Core. Mobily will gain a flexible, agile, and programmable network to improve customer experience and support the development of new services.

Moezid bin Nasser Al Harbi, Chief Technology Officer, Mobily, says: “The cloud will help meet the growing demand for new network services to help improve productivity and efficiency.”

Through Ericsson Cloud Packet Core, powered by Ericsson Cloud Infrastructure including Ericsson Orchestrator, Mobily customers will receive benefits such as reduced latency, tailored vertical network solutions and optimized distribution of key network capabilities.

Rafiah Ibrahim, Head of Ericsson Middle East and Africa, says: “Ericsson is committed to collaborating with Mobily in modernizing and managing its capacity growth, adding sites, and migrating to datacenters. We are taking another step in Mobily’s digital transformation journey through Ericsson’s core network solutions, bringing new levels of performance, flexibility and optimization.”

Ericsson extends OSSii to include 5G

Ericsson committed to extending OSSii agreement to include 5G.

Ericsson, Huawei and Nokia have agreed to initiate discussions to extend an OSSii (Operation Support System Interoperability Initiative) Memorandum of Understanding (MoU) to cover 5G network technology.

The aim is to enable and simplify interoperability between OSS systems, reducing overall OSS integration costs and enabling shorter time-to-market for 5G.

The scope will also look at simplifying integration capabilities towards multi-vendor operator’s OSS systems, maximizing the use intelligent and autonomous technologies.

Ignacio Más, Head of Technology Strategy, Solution Areas OSS, Ericsson, says: “Extending the OSSii MoU scope with 5G demonstrates the strength of Ericsson’s support for multi-vendor interoperability. We fully support and are committed to, the initiative that has helped service providers globally to leverage advancements in telco networks and meet the demands for optimization across their networks.”

OSSii – the Operations Support Systems interoperability initiative – was initiated in May 2013 to promote OSS interoperability between different OSS vendor’s equipment.

Telefónica UK selects Netcracker

Telefónica UK Selects Netcracker’s End-to-End BSS/OSS Suite.

NEC Corporation and Netcracker Technology have signed an agreement to partner with Telefónica UK to implement Netcracker’s end-to-end BSS/OSS suite. The partnership further expands Netcracker’s global, strategic relationship with Telefónica and underscores Netcracker’s continued market leadership in BSS and OSS.

Telefónica UK will use Netcracker’s comprehensive BSS/OSS suite comprising its Revenue Management, Customer Management and Operations Management solutions. In addition, Netcracker will also provide a comprehensive set of services, including Agile- and DevOps-based development, configuration and delivery.

Telefónica UK will integrate Netcracker’s revenue management and customer management capabilities into its customer-facing environment. It will also integrate Netcracker’s OSS capabilities within its IT and Network operations. To ensure rapid integration and delivery, Netcracker will leverage its Blueprint methodology to optimize delivery.

“Service providers around the world are choosing to work with us as leading suppliers of next-gen business and operations solutions. Our solutions allow our customers to become more agile and, in turn, give their customers the differentiated offerings they demand,” said Roni Levy, General Manager of Europe at Netcracker. “We are excited to help our customers deliver the services and experiences their customers have come to expect.”

Ericsson and Airtel to build AI use cases for Network Operations

Ericsson and Airtel to further build real-world AI use cases for Network Operations.

Ericsson and Bharti Airtel (“Airtel”), India’s leading telecom services provider, announced their collaboration for building intelligent and predictive network operations. Leveraging on its developments in Artificial Intelligence (AI) and automation, Ericsson will support Airtel to proactively address network complexity and boost user experience.

Combining deep domain expertise with advanced technologies like AI and automation, Ericsson managed services provides the performance, reliability, and flexibility to meet the dynamic needs of consumers and enterprises as well as intelligently monitoring and managing networks to drive operational efficiencies.

Ericsson and Airtel are industry leaders in the use of AI and automation, driving the future of network operations. Having completed proof of concept trials, the companies are expanding their co-creation partnership to industrialise AI use cases.

Bradley Mead, Head of Ericsson Network Managed Services, says: “I’m delighted that we are able to innovate together with Airtel which confirms a joint commitment to our long-standing partnership where together we can showcase what is possible with AI/ML as we transform into a truly data driven operations that will deliver business benefits on a new level.”

Randeep Shekhon, CTO, Bharti Airtel, says: “Airtel has always been a pioneer in introducing new network technologies to serve customers. AI / ML will be key to Airtel’s customer experience centric operations management. Our partnership with Ericsson is example of the power of real-world and collaborative innovation. With these initiatives, we would continue to maintain our network differentiation and provide superior customer experience. We look forward to taking this journey together to the next level.”

Telecom Egypt and Ericsson apply AI

Telecom Egypt and Ericsson apply Artificial Intelligence to operate telco cloud.

Telecom Egypt and Ericsson completed the successful deployment of Artificial Intelligence (AI) to its full-stack telco cloud infrastructure. The objective is to operate telco cloud environment intelligently and efficiently to enable cloud Automation and orchestration.

The telecom industry is moving into cloud automation especially with introduction of Cloud Native in 5G. Artificial Intelligence assets provide an efficient method for cloud visualization with ability to monitor internal traffic between NFVI layers, in addition to providing a fast way to identify faults and generate suggestions for resolution.

Adel Hamed, Chief Executive Officer at Telecom Egypt says: “We are keen to lead the way in the region when it comes to Artificial Intelligence, as it paves the road for implementation of new technologies across all our markets. Partnering with Ericsson enables us to achieve our strategic goals when it comes to enhanced operational effectiveness and customer experience.”

A key benefit in the case of cloud is that the software is divided into smaller components. This means Telecom Egypt can be selective about what it chooses to upgrade in terms of software and manage these upgrades more easily on a live network with minimal disruption.

Rafiah Ibrahim, Head of Ericsson Middle East and Africa says: “This successful pilot showcases the possibility for operators to deploy Artificial Intelligence on a broader scale. By using Ericsson’s technology, operators such as Telecom Egypt are able to build global standard agile networks and speed up the introduction of new services.”

Proving you’re the best of the best at OSS

Way back in 2015, the PAOSS blog proposed the idea of an OSS Olympics to help identify the best OSS‘ers in the world.

It suggested the following 10 events (noting that operators can use tools of their own choosing):

  1. Order handling – set up a particular type of order, with complexities, and see who can generate the order the fastest into a pseudo-BSS order repository
  2. Service configuration and activation – being the fastest to fulfill a complex service request on a network platform
  3. Problem resolution – surely OSS‘s equivalent of the 100m sprint, the blue riband event, to solve complex network problem scenarios the fastest
  4. Customer QoS and SLA management – perhaps the 200m sprint, being the fastest to solve a degraded network situation
  5. Resource performance management – engineering the traffic flows on a network to provide the best steady-state performance
  6. Bill invoice management – taking a data set containing different products, bundles, services and customers and generating correct bills for all customers in the fastest time
  7. Supplier / Partner settlements and payments management – similar to the above but taking S/P interconnect data and providing correct settlement statements the fastest
  8. Product and Offer management – to build a fully functional product offering the fastest (could be a team event)
  9. Service development – to build a functional service offering
  10. Knowledge management – to deliver a decision support capability that provides the fastest access to process documentation in 5 real-time situations / events

Well, it seems that the concept is now a reality. Number three on the list, the blue-riband event, exists under the title Boss of the NOC (BOTN) competition hosted by Splunk and Arcus Data. Apparently this is the third year of this event, having first been hosted in 2017.

This event only relates to diagnosis using Splunk tools, but it’s a great concept. All you Splunk gurus, jump on board!

It’s on Thursday, March 28, 2019 from 9:00am – 3:30pm in San Diego.

Telefónica Movistar México selects Ericsson for CX

Telefónica Movistar México selects Ericsson Expert Analytics to enhance customer experience.

Ericsson has been selected by Telefónica Movistar México, a subsidiary of Telefónica South America, to deploy the Service Operation Center (SOC) platform to enhance subscribers’ experience through Ericsson Expert Analytics.

The new SOC platform, based on Ericsson’s solution, will be deployed to gain visibility of Telefónica Movistar México’s service operations, quality, and end-customer experience. This will give the service provider actionable insights in real-time to help improve service quality and increase customer satisfaction.

Hector Gimenez, Chief Technical Officer, Telefónica Movistar México, says: “With Ericsson Expert Analytics we can now get a complete end-to-end view of our services, along with real-time insights, that allow us to accelerate decisions and actions that enhance the experience for our subscribers. We will leverage the data captured through Ericsson’s solution to relentlessly pursue operational efficiencies in both technical and non-technical areas and thus increase our focus on our customers.”

Arun Bansal, President and Head of Ericsson in Europe and Latin America, says: “Service providers around the world are increasingly turning to Ericsson Expert Analytics to gain greater visibility of their service operations. This visibility highlights opportunities to improve the customer experience in a wide range of areas, resulting in higher levels of customer satisfaction and loyalty. These are key metrics for service providers to increase revenue.”