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Table of Contents

The future role of the Service Operations Center

Service Quality Management (SQM) and Customer Experience Management (CEM) will be the highest operational priorities for CSPs in the next three years. The shift in emphasis from network quality to service quality is due to a CSP's need to differentiate itself from rivals and manage customer experience/satisfaction more effectively.

The transformation from a network-oriented to a service-oriented organization will be facilitated by establishing Service Operations Centers (SOCs).

Table of Contents:

Key points .........3
Overview .......3
Customer power and the importance of service quality ....3
The SOC at the heart of Service Quality Management ......3
Key market forces behind the NOC-to-SOC transition ....3
SQM and CEM: important operational issues for CSPs in next three years .....3
Major macromarket trends will drive SOC deployment .....4
Operational benefits of the NOC-to-SOC transition .......4
Key challenges holding back SOC deployment ....4
Not an easy transition .........4
Business benefits of the NOC-to-SOC transition outweigh the challenges ......6
SOC definition and maturity .....7
The SOC: key to successful service-quality management .....7
The SOC: complementary to the NOC ........7
Establishing a SOC will be important to the future profitability of CSPs ......7
Developed markets pioneering, but developing markets catching up quickly ....8
Operator and vendor approaches to the SOC ......8
No one-size-fits-all approach for SOC deployment .......8
Major network vendors are developing SOC propositions .....9
Conclusions and recommendations .......11






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