The purpose of this CXTech Week 32 2023 newsletter is to highlight, with commentary, some of the news stories in CXTech this week. What is CXTech? The C stands for Connectivity, Communications, Collaboration, Conversation, Customer; X for Experience because that’s what matters; and Tech because the focus is enablers. You can sign up here to receive the CXTech News […]
In previous articles I’ve reviewed the consolidation of the service fulfillment space amongst small and medium sized companies: OSS Consolidation Part 1: Examining Service Management (Fulfillment and Assurance) – original article that provides the definitions used, explained the disconnect between the two categories of fulfillment and assurance, and provided a service fulfillment landscape. Update on […]
At the start of April I wrote about the consolidation in the service management space and the major trends of: Consolidation of functionality. Just like enterprise IT, as mature functions are subsumed. For example, once upon a time a service provider would buy a VoIP fulfillment platform, now multi-service fulfillment is the norm. Emergence of […]
Starting with a few definitions: Service Fulfillment systems support processes that ensure service providers give requested services to customers in a timely and correct manner, so called Order-to-Cash cycle. Service Assurance solutions monitor service performance based on the customer’s view, not the network manager’s view, based on defined key performance indicators (KPIs), key quality indicators […]