Why CSPs need a digital support system for 5G enterprise customers
This proof of concept Catalyst project explores how CSPs can get to new 5G revenues quickly by fully reusing and integrating the capabilities of the OSS, BSS and management support systems.
Annie Turner06 Aug 2020
Why CSPs need a digital support system for 5G enterprise customers
5G brings many new opportunities for communications service providers (CSPs) in the enterprise market. The question is how to seize them?
Traditional CSP models and organizational structures were set up to provide dedicated connectivity and newer services like ICT, IoT and cloud. Now they must move to new operational and business models to support applications enabled by 5G’s new capabilities which have the potential to put CSPs at the heart of inter-industry cooperation. This proof of concept Catalyst project explores a pragmatic way of getting CSPs to those new 5G revenues quickly.
The services include AI, network slicing, edge computing and other technologies. Support for the enterprises is enabled through data from the business, operations and management domains, combined with big data analysis.
The digital support system provides future customers with end-to-end solutions and online closed-loop support for customer service processes. These functions and platforms will help to optimize core business processes and accelerate the business support lifecycle. The solution demonstrated in this video by the team as part of the Catalyst Digital Showcase is a smart port scenario, but it could as easily be deployed in many other verticals – as shown in the graphic below of the desired digital support system.
Traditional CSP models and organizational structures were set up to provide dedicated connectivity and newer services like ICT, IoT and cloud. Now they must move to new operational and business models to support applications enabled by 5G’s new capabilities which have the potential to put CSPs at the heart of inter-industry cooperation. This proof of concept Catalyst project explores a pragmatic way of getting CSPs to those new 5G revenues quickly.
To serve industries at scale, CSPs need an end-to-end, online digital support system. This Catalyst, 5G digital support system (Empower the ecosystem for 5G new business growth), is championed by China Unicom, with participation from Etiya, Huawei, SI-TECH and Whale Cloud. It demonstrates China Unicom's 5G digital support system which allows customers from various industry verticals to search, select, order and monitor the services offered by the CSP.
The services include AI, network slicing, edge computing and other technologies. Support for the enterprises is enabled through data from the business, operations and management domains, combined with big data analysis.
The digital support system provides future customers with end-to-end solutions and online closed-loop support for customer service processes. These functions and platforms will help to optimize core business processes and accelerate the business support lifecycle. The solution demonstrated in this video by the team as part of the Catalyst Digital Showcase is a smart port scenario, but it could as easily be deployed in many other verticals – as shown in the graphic below of the desired digital support system.
The desired 5G digital support system is a long way from the typical linear approach taken now by CSPs, which is constrained by organizational structures and pipelines, siloed systems, incompatible and hard to access data, and rigid processes. It presents more of an obstacle course for CSPs’ sales and pre-sales staff than enabling a customer-centric approach.
The Catalyst’s approach shows how to move from where most CSPs are now to where they need to be. A key part of this is recognizing that 5G services are oriented to industry scenario. To develop their organizations and businesses around key industries, CSPs must go into these scenarios deeply to understand what is needed and the role they can play.
The business support system (BSS) or backend of the ‘2B’ business is the master system that holds the data about customers, accounts, subscription instances, and offers. The solution provided by this 5G digital support system has an enhanced omnichannel overlaid on the BSS. It provides convenient customer onboarding, bundles cross-platform offers, has all-online order capture, and price negotiation and quotations. It supports online and offline collaboration, and self-service capabilities for enterprise customers, and the team drew on TM Forum’s Omnichannel Guidebook when creating the omnichannel element of their solution.
The 5G digital support system was designed with reference to TM Forum’s Business Process Framework (also known as eTOM), the Information Framework (also known as SID) and the Application Framework (also known as TAM) to achieve the high degree of integration and capabilities that can be replicated and reused.
The Catalyst’s approach shows how to move from where most CSPs are now to where they need to be. A key part of this is recognizing that 5G services are oriented to industry scenario. To develop their organizations and businesses around key industries, CSPs must go into these scenarios deeply to understand what is needed and the role they can play.
The business support system (BSS) or backend of the ‘2B’ business is the master system that holds the data about customers, accounts, subscription instances, and offers. The solution provided by this 5G digital support system has an enhanced omnichannel overlaid on the BSS. It provides convenient customer onboarding, bundles cross-platform offers, has all-online order capture, and price negotiation and quotations. It supports online and offline collaboration, and self-service capabilities for enterprise customers, and the team drew on TM Forum’s Omnichannel Guidebook when creating the omnichannel element of their solution.
The 5G digital support system can fully reuse and integrate the capabilities of the BSS, the operations support system, and management support systems (which handle contract and approval processes) for the desired future business. It achieves this through interfaces and file integration, to enhance user experience and customer satisfaction, improve service and sales efficiency, and increase revenue.
The 5G digital support system was designed with reference to TM Forum’s Business Process Framework (also known as eTOM), the Information Framework (also known as SID) and the Application Framework (also known as TAM) to achieve the high degree of integration and capabilities that can be replicated and reused.
The new support system provides capabilities such as customer account management, order fulfillment, charging and accounting, and the service and the network resources are designed to meet the customers’ needs. It is a powerful set of integrated operation support systems that can realize internal capabilities and fully empower CSPs in the 5G era.
Now available on demand:
Now available on demand:
Watch the Catalyst team showcase their project
