In presenting this Award, Stratecast recognises the company’s leadership in CSA-related revenues.
Telcordia is a leading global provider of telecommunications network software and services for IP, wireline, wireless, and cable. As the industry continuously evolves, Telcordia has the experience and reach to deliver the critical elements of success to help communication providers worldwide deploy innovative and profitable new services via any network or device while helping carriers aggressively reduce costs and grow revenues.
In the area of CSA, Telcordia’s solution includes Telcordia® Service Director and Telcordia® Device Director. “Publicised as an IMS-ready tool -- Service Director is technology and network-agnostic and it is ready to support any existing or future technology, not just IMS. Service Director provides end-to-end Quality of Service monitoring, problem resolution and reporting as well as Service Level Agreement monitoring for voice and data services to include IPTV. Service Director’s unique, patented service modelling capabilities provide support for multiple services (including voice, data or IPTV),” notes Stratecast Research Analyst Ms. Nancee Ruzicka. “The company describes it as the ‘command centre’ for displaying customer, service and network information on a single, integrated, configurable dashboard.”
Device Director, debuted in 1Q07, is used to analyse mobile application usage and performance from an end user perspective. This product expands Telcordia’s service assurance offering into wireless services for the identification and correction of problems at the customer or device level.
The scope of telecommunications services supported by Telcordia Service Director and Telcordia Device Director include wireline and wireless voice and data, IPTV, SMS, MMS as well as web- and VPN-based access. This is a significant reason for the revenue success of Telcordia’s CSA product set. In terms of the eTOM definition of the Assurance core operations area, Telcordia’s offerings span the network, service and customer functions.
“Telcordia has a well-defined and proven solution strategy,” says Ms. Ruzicka. “This includes network, service and customer assurance through the combination of its Service Director and Device Director products.”
With the extension of Device Director to mobile handsets, Telcordia moves further into the mobile applications space, where customer level service assurance is more prominent, thus increasing its competitiveness.
Given its long-standing presence in the industry, the company has extensive integration experience with other OSS/BSS products in the market, which include NEM/EMS, network probes, fault, performance, traffic and trouble ticketing systems.
“Utilising its in-house staff or through its partnership with Accenture, the company addresses the process and organisational issues that are concomitant with the introduction of customer experience management,” remarks Ms. Ruzicka. “The partnership with Accenture also provides Telcordia with an expanded reach to new customers and markets in converged services.”
The Frost & Sullivan Stratecast Global Customer Service Assurance Market Leader Award is presented to the company that has achieved the highest level of revenue in the CSA space. The award recognizes a company’s vision to enter an emerging market, its persistence in overcoming business and technological obstacles, the company’s ability to place products with leading CSPs, and its ability to provide outstanding support for its products and customers and thereby achieve the highest level of revenue.
Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
Stratecast directly assists clients in achieving their objectives by providing critical, objective and accurate strategic insight, in a variety of forms, via an access-and-industry-expertise-based strategic intelligence solution. Stratecast provides communications industry insight superior to a management consultancy, yet priced like a market research firm. Stratecast’s product line includes: Monthly Analysis Services [Convergence Strategies & Network Architectures (CSNA), OSS Competitive Strategies (OSSCS), Network Professional Services Strategies (NPSS), Consumer Market Strategies (CMS), and Business Market Strategies (BMS)]. Weekly Analysis Service [Stratecast Perspectives and Insight for Executives (SPIE)], Standalone Research, and Business Strategy Consulting.
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