Think about it. Without the efforts of communication service providers (CSPs) who handled a massive surge in traffic patterns, it would be much more difficult to work from home, learn online, or binge Tiger King. However, while they rose to the challenge, it also exposed the need for more agility in communications operations, sparking a renewed focus on the need for service transformation.
Going forward, CSPs need to find a way to be more flexible, while simultaneously reducing costs in reaction to a slowing economy. And they will have to do it in a way that delivers an improved experience for agents, operations teams, and customers.
Connecting the customer, the care, and the NOC
The challenge today is to create proactive service experiences that connect the customer, the care organization, and the network operations center (NOC).
Imagine you’re an enterprise CIO during a major outage. The last thing you want is to be in the dark, unsure of what’s going on and when the outage will be resolved.
Now imagine that the moment an outage occurs you immediately receive a text message with information on when it will be restored and any workarounds you can put in place. If you do contact customer care, you get quick answers and an estimated time for a fix. Meanwhile, within the operator, the NOC team can manage the affected services and track the SLA burn as they resolve the outage.
This is a perfect example of a proactive service experience, and it is quickly becoming the gold standard for successful telecommunications companies. It can only be done when the NOC, with its context from network monitoring and network inventory data, can provide the relevant outage information to customer care, who can then use it it to alert the customer in real time.