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市場調查報告書

服務營運中心:以出色的客戶經驗為基礎實現差異化

Service Operations Centre: Enabling Differentiation Based on Superior Customer Experience

出版商 Analysys Mason 商品編碼 321386
出版日期 內容資訊 英文 40 Slides
商品交期: 最快1-2個工作天內
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服務營運中心:以出色的客戶經驗為基礎實現差異化 Service Operations Centre: Enabling Differentiation Based on Superior Customer Experience
出版日期: 2014年12月19日 內容資訊: 英文 40 Slides
簡介

本報告提供服務營運中心(SOC)的投資及對SOC的普及擴大而言的主要推動市場要素相關分析、主要的實行策略概要、傳統網路營運中心(NOC)工具、流程出示的課題調查,及業者應對這些缺點時,SOC所扮演的角色等資料彙整,為您概述為以下內容。

調查內容

  • 產生「服務的盲點」問題的傳統NOC工具及流程現在的課題與限制的詳細分析
  • SOC對應這些課題的幾個有用的方法,及業者的改善營運效率和重視強化客戶經驗的實現方法分析
  • SOC實行的3個主要策略
  • 實行、定位SOC解決方案中,對業者及供應商雙方的建議

調查對象企業

  • Alcatel-Lucent
  • Astellia
  • CA
  • Empirix
  • Ericsson
  • Hewlett-Packard
  • Huawei
  • IBM
  • JDSU
  • Monolith Software
  • Nokia Networks
  • Polystar
  • Systems Mechanics
  • Tektronix
  • TEOCO

關於作者

目錄

The fundamental objective of the SOC is to address the issue of ‘service blindspot' and play the role of an intermediary between customer-facing groups and network-focused teams.

This strategy report analyses the key market drivers for investments in the service operations centre (SOC) and the increasing relevance of the SOC, and provides an overview of the key implementation strategies. It looks at the challenges presented by traditional network operations centre (NOC) tools and processes, and how an SOC can help operators address these shortcomings.

THIS STRATEGY REPORT PROVIDES:

  • a detailed analysis of current challenges and limitations of traditional NOC tools and processes that create the issue of ‘service blind spot'
  • analysis of ways in which SOCs help address some of these challenges, and enable the operator to focus on improving operational efficiency and enhancing customer experience
  • three key strategies for implementing an SOC
  • recommendations for both operators and vendors on the implementation and positioning for the SOC solution.

COMPANY COVERAGE

  • Alcatel-Lucent
  • Astellia
  • CA
  • Empirix
  • Ericsson
  • Hewlett-Packard
  • Huawei
  • IBM
  • JDSU
  • Monolith Software
  • Nokia Networks
  • Polystar
  • Systems Mechanics
  • Tektronix
  • TEOCO

INFOGRAPHIC:
Evolution from network operations centre to customer experience centre

SAMPLE PAGES

ABOUT THE AUTHOR

Anil Rao (Senior Analyst) is a member of Analysys Mason's Telecoms Software research team and is the lead analyst for the Service Assurance programme, focusing on producing market share, forecast and research collateral for the programme. He has published research on IP probes, real-time network analytics and the importance of service assurance in reducing churn and improving customer experience. He holds a Beng in Computer Science from the University of Mysore and an MBA from Lancaster University Management School, UK.

Table of Contents

  • EXECUTIVE SUMMARY
  • THE NEED FOR THE SOC
  • THREE STRATEGIES FOR IMPLEMENTING AN SOC
  • THE INCREASING RELEVANCE OF THE SOC
  • APPENDIX
  • ABOUT THE AUTHOR AND ANALYSYS MASON
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