Posts on Service Orchestration

Your source for opinion and insight on the latest trends on Service Orchestration.

Enhancing Customer Care, Part 3: Broadband Experience and the Outside Plant

In the last part of my series on Enhancing Customer Care, I described the essential role of the customer call center, which directly affects the Customer Service and Retention stages of the customer lifecycle model. Both of these stages are immediately impactful to a subscriber’s quality of experience (QoE) whenever a service issue occurs.

What’s equally impactful to the state of customer experience is how customers are using the services purchased. For the operator, this means proactively ensuring that customers receive the services they have paid for — the promised up/download speeds and bandwidth allotments, connection reliability and predictable service are being delivered. Continue Reading

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Enhancing Customer Care, Part 2: Customer Service and Retention

In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention.

According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts to optimize these essential components of the services lifecycle are directly related to quarterly churn rates. Continue Reading

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Enhancing Customer Care, Part 1: The Customer Lifecycle

Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer.

With all these complex perceptions of customer care, how do we truly enhance customer care practices? Continue Reading

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Service Order Management — Part 6: Automation

We’ve covered a number processes throughout the Incognito Order Management Series, including:

As we’ve learned in the previous five articles of this series, the order management process involves multiple complex tasks. The diagram below shows that there is a lot to be considered. If the entire process is completed using an automated solution, it will make the end-to-end order management a lot simpler. Continue Reading

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Service Order Management — Part 4: Installation and Activation Validation

In the first three articles of the Service Order Management Series, we’ve completed a number of steps along the process, including:

Next, we need to install equipment and validate the activation of services. Continue Reading

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Incognito’s Ronan Bracken Helps Win the Prize at TM Forum’s {Open}:Hack Hackathon

Incognito OSS Product Manager, Ronan Bracken, dusted off his coding skills and participated in the TMForum {Open}:Hack hackathon using the TMForum Open APIs. Joining a team of four other ‘hackers’ Ronan helped create a zero-touch provisioning solution to save city water. The solution used trouble tickets, service activation (5G slices), the Internet of Things (IoT), revenue management, and drone control APIs. Continue Reading

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Be Agile or Be Edged Out: “Live” from TM FORUM 2017

I like a conference that’s “Live”. Not just a lively crowd coalescing together to passionately discuss and debate matters of common interests, but more so in the sense of physical presence: things you can feel and touch. In the case of the TM Forum Live! 2017 event, held last week at Nice, France, it’s the Catalyst Pavilions where innovative solutions, best practices, and even exploratory experimentations were on full display. Continue Reading

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