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Why should telecom providers separate CES from BSS?
- Wednesday | 23rd October, 2019
However, telecom providers grapple with the challenge of keeping up with new services while trying to provide superior service to millions of customers. Any Customer Engagement System (CES) should include Customer Relationship Management (CRM), live chat, social media, marketing personalization, PR and customer self-service. Typically, telecom providers have used their existing BSS stack, usually provided by a single vendor, to manage customer experience. In the past, telecom providers were signing 7-10 year BSS contracts with long implementation cycle that included a full stack. By keeping customer engagement software separate from BSS and ensuring that BSS is updated frequently enough to support customer engagement, telecom providers will be able to offer a superior customer experience and stay relevant in their industry.
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