| FEATURED WHITE PAPERS |
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10 Ways to Deal with Mobile Data Capacity Crunch - Mobile network service providers have a wide variety of different methods at their disposal to solve the problem of rapid data consumption. This paper explores ten different approaches which may be used in different combinations by providers to form a comprehensive strategy. Source: Amdocs |
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The Connected World Vision: Charting a Course for a Complex New Era - In the next decade, trillions of devices will be networked, doing far more than enabling simple communications...but there are significant changes that must happen, philosophically and operationally, to enable service providers to do more in this emerging, connected world Source: Amdocs |
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Improving Agent Efficiency and Effectiveness - Nowhere is customer frustration more apparent than in the contact center. Inefficient operations and poorly trained customer service representatives (CSRs) seem to be a fact of life. But this doesn’t need to be the case. This white paper discusses tools that help alleviate these issues and enable contact centers and CSRs to become service stars. Improving the efficiency and productivity of contact center representatives can not only help the bottom line, it can also reduce customer frustration by providing customers with the service levels they expect and improving their overall experience. Source: Amdocs |
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Prepaid Loyalty: Fact or Fiction? - Achieving customer loyalty is a business goal shared by virtually every type of service provider. Prepaid subscribers, however, present a greater challenge due to the transient nature of the business model, i.e. no contracts or commitments combined with limited customer data. This white paper examines the business and marketing strategies that service providers can deploy to create and build loyalty among prepaid customers. Source: Amdocs |
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Winning the Battle for Efficiency and Improving the Customer Experience - Surviving the economic crisis and thriving during the next upturn puts tremendous pressure on service providers and requires a sophisticated strategy that seeks to improve both operational efficiency and the customer experience. This white paper discusses a number of initiatives possible to tackle both priorities at once, and offers examples of past successes that demonstrate the benefits that can be achieved with an integrated approach. Source: Amdocs |
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Leading with Standards and Best Practices - Amdocs helps service providers lead in their industry through adoption of standards and best practices to improve business performance and personalize customer experiences. This white paper discusses the importance of standards, the TM Forum’s involvement in developing them and Amdocs’ role in ensuring that standards apply to real world management needs in today’s industry. Source: Amdocs |
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Don’t React – Act! How proactive revenue management can pay off big in today’s markets - Proactive revenue management enables service providers to overcome barriers to revenue growth by improving their customers’ lifetime value. By using existing information at the outset and tailoring product and service offerings through revenue management systems, providers can proactively offer their customers a personalized, relevant experience, and in so doing, improve customer lifetime value and build loyalty while growing revenues. Source: Amdocs |
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How Service Providers Can Reassert Themselves in the Off-Portal Market - An "openness" wave is sweeping the mobile Internet today and it has the potential to disintermediate service providers from the value chain. As mobile Internet traffic and consumption increasingly goes off-portal, providers need to rethink their strategies to preserve their revenues and brands. They have the potential to unleash a substantial amount of value to off-portal businesses. Source: Amdocs Interactive |
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How Service Providers Can Use APIs To Reclaim Their Stake in the Application Value Chain as 'Smart Network Providers' - Service providers are in danger of missing out on one of the fastest growing and most potentially lucrative segments in today's communications value chain: mobile and web-based applications delivered via app stores. This white paper examines how service providers can tap into the potential of the app store market.
Source: Amdocs Interactive |
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Taking The Highway To A Successful IT Project - In this white paper we look at the three elements IT projects are generally based upon: products, integration services and expertise, and highlight how a combination of best-of-breed products, product knowledge, industry expertise and full accountability with a single partner can put service providers firmly on the highway to success in IT projects. |
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Creating A Superior Customer Experience Through Mobile Device Care - Mobile device management can be broadly defined as the ability to offer advanced device care functionality to mobile devices including device detection and monitoring, diagnostics and over-the-air firmware and application updates. In this paper, we outline the scale of the issue of mobile care, the impact on both service providers and end users, and the options available to address the current scenario. |
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Bringing Out Real Value: Investing in the Right Outcome-Based Services to Increase Value of Existing Assets and Optimize Costs - The economic downturn has prompted service providers to look for measures of reducing costs – which is compounded by a competitive landscape that is getting tougher every day. Providers are now aiming to "do more with less" – improve the customer experience and explore new growth engines while constantly looking at ways to save. This white paper focuses on services that bring in value through better realization of benefits and take measures to reduce costs through optimization channels. |
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Service Invention to Increase Retention - An Amdocs sponsored report just released by the Customer Experience Board indicates that Service Providers’ marketing departments need to create and deliver an experience that is compelling, personal and valuable enough to differentiate them from low cost alternatives in order to keep their customer from churning.
Source: Customer Experience Board |
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In the App Store Market, Fortune Favors the Bold - As recently as June 2008, mobile applications were a niche segment within the larger mobile content business. Service providers traditionally paid little attention to this segment, and most were perfectly content to let technology suppliers like Qualcomm (with its BREW platform) and device manufacturers, like Symbian and Nokia, support third party developers with device-specific, or operating system-specific, application environments. Yet the ecosystem was far from ideal, and posed significant challenges to developers...
Source: Amdocs Interactive |
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Driving the Real Value from a CRM Solution in a High-Volume Contact Center - Technology that enables customer service representatives to access customer information and resolve issues is key to any successful customer service center. Yet, as relevant customer relationship data grows ever more rapidly, businesses are forced to offload key data or increase the size of the database and its supporting storage, slowing peformance. Learn how Amdocs and IBM have teamed up to address this problem.
Source: IDC |
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Leading the Way to Tera-Play: How Service Providers Succeed in a World of a Trillion Connected Devices - This paper defines the emerging Tera-play, when a trillion devices are connected to the network, and explores the opportunities and profound business, technical and operational challenges for service providers navigating this new ecosystem. |
| AMDOCS BUSINESS PROCESS MANAGEMENT |
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Business Process Management & Service Oriented Architecture - This white paper discusses the market forces behind Business Process Management and Service Oriented Architecture. It reviews the applicability of these powerful methodologies to the telecommunications industry, attempts to demystify some misconceptions behind them, and reviews common challenges and pitfalls. |
| AMDOCS CUSTOMER-CENTRIC SERVICE ASSURANCE |
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Assuring the Customer Experience - This white paper discusses the steps that are needed to build a customer-centric service assurance process in order to provide differentiated customer service and improve customer loyalty.
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Resolving Network Problems Faster - Amdocs takes a “smart” service desk approach to service assurance, utilizing automated process management to achieve a significant return on investment. Impact analysis time can be reduced by as much as 39%, fault resolution efforts by 25% and repair site visits by28%. In addition, up to 50% of repeated fault resolutions can be automated. This equates into real savings of more than $7.8 million per year for a medium-sized service provider. This paper explains how you can achieve such savings through a proactive approach to service assurance. |
| AMDOCS CUSTOMER MANAGEMENT |
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Smart Agent Desktop: Raise Your Contact Center IQ -This white paper discusses the great need in the contact center for not just a unifying, but a smart agent desktop to empower CSRs to deliver a superior customer experience with every interaction. |
| AMDOCS INTEGRATED CUSTOMER MANAGEMENT |
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Adapt or Perish: Integrated Customer Management for the Communications Industry - Learn how integrated customer management, a way of doing business, equips businesses to evolve and adapt over the long term.
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Achieving Measurable ROI for Integrated Customer Management: When the Bottom Line Matters - This paper addressesbest practices in ROI and how Amdocs can support forecasting and achivingROI based on execution of integrated customer management (ICM) strategies and related projects. |
| AMDOCS IP VPN SERVICE SOLUTION |
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IP VPN Service Solution - Learn how the Amdocs Cramer MPLS Service Solution can help service providers deploy rapid, pre-configured solutions for fulfillment and resource management , from order to activation of IP VPN services. |
| AMDOCS ORDER-TO-ACTIVATION SOLUTION |
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Customer Experience-Driven Service Fulfillment - Amdocs’ perspective on the current fulfillment challenges facing service providers. Provides a new approach to the problem through customer experience-driven service fulfillment. Amdocs Order-to-Activation Solution is also presented. |
| SERVICE DELIVERY |
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The Evolution of Service Delivery: It’s Not Just about Technology Anymore - Delivering digital services demands proficiencies well beyond the scope of traditional technology-driven service delivery platforms, including the need to create and manage a growing ecosystem of partners, and quickly bring to market an ever-expanding range of new services. An open, integrated and holistic service delivery framework adapts this critical competency to delivering not only services, but the digital lifestyle."
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Benefits of Migrating IVR Services to SIP/RTP as a Prelude to New Media Service Delivery - "All communications service providers including mobile operators are making increasing use of packet-switched technology such as an MPL Score, soft switch, and soft IVR as they transition to NGN and IMS architectures. In particular, the use of a soft IVR means that many existing media services can be migrated to more efficient SIP/RTP technology to produce costs savings and more flexible solutions..." |
| ENTERPRISE PRODUCT CATALOG |
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Adopting an Enterprise Product Catalog - Mitigating the Risks - This white paper outlines the importance of centralizing the product catalog, and discusses what service providers can do to minimizevarious adoption risks and ensure success.
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The Critical Role of the Enterprise Product Catalog - In today's competitive and saturated market, service providers' success depends on an increasingly complex combination of factors, including the ability to rapidly bring new products and services to market, create bundles within and across traditional lines of business, and delivery an intentional customer experienceTM. This whitepaper discusses how the enterprise product catalog is essential to this succes. |
| OSS SOLUTIONS & OSS TRANSFORMATION |
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Alcatel-Lucent & Amdocs Cramer OSS Transformation - This white paper outlines the challenges of OSS system integration at network and IT levels, and the multiple dimensions of OSS transformation. It introduces the Alcatel-Lucent and Cramer, Amdocs OSS Division partnership approach and focuses on their joint Triple Play Service Fulfillment pre-defined and pre-integrated solution to optimize project investment.
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Amdocs Cramer Service Oriented Architectures & OSS - More and more CSPs have looked to Service Oriented Architectures (SOAs) – largely an architectural pattern for integration – to deliver the multi-faceted requirements needed from OSS. But early adopters of SOA have, in a number of cases, struggled to realize the expected promise of better and quicker integration. There are a number of reasons for these perceived 'failures.' Some of the likely causes and possible solutions are explored in this paper.
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Mind the Gap Between BSS & OSS - Anyone who has visited London has heard the familiar sound of a subway loudspeaker warning them to "mind the gap" between the train and platform. That same phrase could serve as a warning to today’s service providers who need to "mind the gap" between their customer-facing business support systems (BSS) and network-facing operations support systems (OSS).
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An Integrated Service Management Approach - This paper examines why operational support systems (OSS) are currently preventing service providers from delivering against these goals and explains how integrated service management is being used by leading operators to lower costs and increase both revenues and productivity.
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OSS Transformation - A Fundamentally Different Approach - This white paper reviews several key differentiators that make Cramer, the OSS Division of Amdocs, the leading provider of a complete solution for OSS transformation.
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The Next Generation - How Does IMS Affect OSS - The IP Multimedia Subsystem (IMS) brings exciting new capabilities to service providers, enabling them to create innovative new services that are easy for customers to order and run. Immediacy and ease of use for customers, however, comes at the price of greater complexity in the network. This whitepaper offers an in-depth discussion of IMS and its relationship to OSS.
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Transforming OSS - Trends, Issues, & Priorities of CSPs - This white paper discusses the findings of a global survey of service providers with regard to their OSS concerns and challenges. |
| OUTSOURCING & MANAGED SERVICES |
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Transforming Through Outsourcing - Managed Services as a Strategic Tool for Communication Service Providers - This white paper addresses how, in today's transforming environment, outsourcing is emerging as a strategic tool for service providers to transform their businesses to gain cost-to-serve, time-to-leadership and customer-experience advantages. |
| REVENUE MANAGEMENT |
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The Value of Billing Transformation in an Economic Downturn - To cope and thrive through the economic downturn, service providers look to reducing the cost to serve and generating new revenues even more. Service Providers’ billing infrastructure is a key imperative for both strategies...
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Billing Foundations For Successful Next-Generation Service Strategies - This white paper provides a detailed discussion on the critical role billing systems play innext-generation (NG)service strategies. It defines and deconstructs NG services, lists billing requirements to support them, and uses a fictional service scenario to demonstrate the impact of a convergent charging system on the revenue potential of NG services. The paper concludes with practical recommendations for service providers that are considering NG service initiatives.
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IMS Charging - Realizing the Potential of IMS - As service providers race to implement IMS (IP Multimedia Subsystem)architectures and deliver these more sophisticated offerings, they face questions of profitability and pricing, return on invested capital, quality of service, and more. This white paper reviews how Amdocs IMS Charging Solution addresses these challenges.
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Introducing Mediation-Based Advanced Service Management - This white paper explores the innovative use of mediation, an asset most service providers already have, to enable business oriented network management and delivery of personalized and higher-value next-generation services.
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Reinventing Interconnect, Settlement & Partner Management for Next-Generation Service Providers - The search for additional revenue streams is resulting in more and more complex partnerships. But can service providers manage all these new partnerships both effectively and profitably? This paper examines how to make sure that the IT domain of interconnect/settlement and partner management can actually keep up with the constantly evolving demands of service providers.
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| SELF SERVICE |
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Well Beyond the Basics: Self Service for Corporate Customers - In this white paper, learn about best practice for enabling Web self service for demanding corporate customers of communications services.
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Customer Experience Briefing - Driving Self Service Adoption - In this customer experience briefing paper, Amdocs customer experience experts Lisa Modisette and Michael Duff review how service providers can increase adoption of Web self service portals.
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Customer Experience Briefing - Getting the Full Picture - Self Service Network Operations - This white paper discusses the steps that are needed to build a customer-centric service assurance process in order to provide differentiated customer service and improve customer loyalty. |
| VENDOR SELECTION |
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Navigating the Perfect Storm: Selecting Partners for Service Provider Success - This paper by Solutions Insights examines the critical role that solution partners play in supporting business transformation, the five deadly sins leading to project failure and eight keys to selecting the right partner.
Source: Solutions Insights |