Service Operations Centre: Enabling Differentiation Based on Superior Customer Experience
|出版日期||內容資訊||英文 40 Slides
|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||
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.
Evolution from network operations centre to customer experience centre
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.