Need of the hour: Integration of OSS and BSS Services

The operational support systems (OSS) and Business support systems (BSS) are often interchangeably used in the industry. Both are essentially systems for provisioning customer service to telecom operating companies. However there is a thin line of difference between the two. Let’s first understand both.

The focus of OSS is on the status of operation of business transactions. The BSS on the other hand focuses on interface with the actual customer who is the end user of the business services.

The purpose of OSS is basically to generate and maintain data regarding the status of facilitates and network provisioning to the customers.

At every level of an operating system, there are separate management systems which are customized and configured according to the vendor. All of these distinct systems for different vendors together constitute OSS. The OSS solution also has inbuilt ability to highlight inconsistencies, errors, faults and also helps in identifying its causes. Most OSS billing software have the ability to automatically rectify, once the instructions for rectification are fed. Usually the technical staff of the company manages OSS and monitors its functioning.

The purpose of BSS is to deal directly with the customers and the consequent revenue stream generated through this customer interaction. BSS solution helps in customer care, order management, service/product delivery management etc.
Being the point-of-contact for customers, BSS is responsible for performing various functions like billing, activation, trouble-shooting etc.
It is the one responsible for keeping a track of all the customer issues and ensuring they are resolved. The staff which engages with customers, like a customer care call center, makes us of this BSS solution.

As is clear from the above explanation, both OSS and BSS are distinct and they have different roles to play. However, their roles are complimentary to each other. If the OSS is updated and well-maintained, then the staff providing BSS services would be able to update the customers also in real-time.

The ultimate goal of both OSS and BSS is customer satisfaction and retention. A better alignment and coordination of effort by the back-end staff providing OSS and the front end staff providing BSS is therefore essential.

As telecom operators are now taking charge of selling value added services directly to the customers, there is an emerging need for integrating BSS and OSS solutions. The telecommunications industry today needs efficiency in CRM (Customer Relationship Management). So that the customer care agent should be able to immediately provide information to the calling customer. For instance it will not be possible to answer a customer who asks about VAS order status if the OSS does not feed data into the BSS.

Now one finds that all the vendors providing OSS services are also providing BSS services as well for both postpaid and pre-paid mobile users. The industry has realized that both systems are interdependent and the business needs an amalgamated solution to achieve the business goals.

New Year Resolutions at OSS

We at OSS adopted a single point resolution this year–
We shall always do SMART work.
This SMART approach towards all our projects will ensure that all our targets and goals are always met. For those who aren’t aware about what this acronym stands for, well it is -

So whenever we will set a goal for ourselves,and capture the client’s requirements, we will make sure that our goals are ‘Specific’ and not vague or ambiguous. We shall also ensure that all the work that is assigned to the staff is tangibly ‘Measurable’ so that we can keep checking on the work progress. We shall make sure that we have all the adequate resources to accomplish our goal and that they are ‘Achievable’ for us. We will also make sure that we don’t become excessively ambitious and all our goals are always ‘Realistic’ and are feasible. And last, but definitely not the least, every goal will have a set deadline when it has to get finished. So no project is open ended and every work is ‘Time-Bound’. With this SMART approach to work, we hope that our clients alos get smarter and choose our impeccable OSS and Billing solutions!

An OSS solution that guarantees quality provisioning

Our CareTel software is designed to serve only the best provisioning facilities, as was recently acknowledged by one of our longstanding clients. They said that our solution was by far the most easy to manage and easy to implement. And we told them that the credit for this goes firstly to our congenial Call Center Agents, and secondly to our feature-rich CareTel software which guarantees the highest quality of provisioning.
Whether the customer is a postpaid mobile service subscriber or a prepaid one, we ensure that they get immaculate and hassle-free provisioning facilities like activation, suspension, renewal or any other requirement. Few of the features that set our service a class apart and make us the distinguished oss and billing solution provider are:

  • Technologically superior with XML and EDI

Our solution is enabled by the support from Extensible Markup Language as well as Electronic Data Interchange. So we are able to commission the services online without an interface.  Our provisioning system is independent, powered by ILEC. We strictly do not depend on a third party vendor for it and perform our own independent provisioning. Our systems are presently aligned with AT&T Midwest, Southeast, West, Qwest (XML), Verizon West and East.

  •  Cost effective

You will discover, if you compare our charges for services with other OSS billing vendors, that we provide the most reasonably priced services for most enriched services. So you truly get a complete value for money when you outsource oss and telecom billing to CareTel!

  • Zero-Touch Provisioning

We provide you fully automated provisioning in which our software will perform the functions with complete adherence to your rules. CareTel offers 100% ZTP.

  • Complete Order Processing and simultaneous automated Billing

Once you feed the orders received from the customers into CareTel system, you don’t have to worry about the order fulfillment. Like in the situation when a customer has placed order for activation of connection from next month, the Agent just has to set the date for activation into CareTel. The connection will automatically be turned active on the given day. And after the order is fulfilled, a bill and a status update shall be generated by the software system and delivered to the Agent. This feature ensures that the customer always gets the promised service on time.

  • Dial up and Long Distance Calls Provisioning

CareTel software can perform all provisioning functions like activation, suspension or renewal for dial-up and long distance calling, unlike many other oss billing service providers.

  • Holistic management

CareTel software stores all the Call Detail Records, the Daily Use Feeds in an organized manner. All the duplicate files are detected so that Agents may delete them if required. CareTel functions as a thoroughly integrated Customer and Billing (CAB) solution, easy to manage and easy to implement.

With these features, no wonder our client is impressed with our provisioning service and extended its contract further for a period of 5 years!