CAPABILITY


Accenture service assurance solution for the communications industry

Our solution is designed to help clients identify and repair device, network and service problems. 

Overview

As the delivery of end-customer services becomes increasingly fragmented, there is a growing need for a more holistic view of how communications service providers (CSPs) monitor service quality and take action on the demands of customer experience.

The limitations of standard network operations center (NOC)-based operations are falling short in terms of managing service performance efficiently and effectively. Many CSPs are not yet equipped to handle service quality holistically across all network components, or to ensure the levels of service quality expected by their customers.

The Accenture Service Assurance Solution will assist CSPs in achieving a holistic Service Assurance by leverages a variety of services, including operational diagnostics; organization and process design; systems implementation and integration; analytics; and outsourcing of fault, performance, service level and trouble management functions.

Why Accenture

Accenture has the global reach, breadth of capability and flexibility to help CSPs streamline their network operations and address their evolving service assurance requirements.

Accenture covers the full range of needs and capabilities required to address service assurance challenges, including the full spectrum of BSS/OSS environment and IT/technology responsibilities, as well as network and service management processes. We also help embrace the full range of network stakeholders, reflected by our dialogue with key corporate decision makers, including the CEO, CIO, CTO and CMO.

We are also independent and flexible, reflected in the fact that network equipment providers (NEPs) are more willing to open their EM/NE to Accenture than to a competitor. Our position leaves us free to evaluate the best suitable solution for direct NEP our clients.

Specific Services

The Accenture Service Assurance Solution uses a variety of services, including operational diagnostics; organization and process design; systems implementation and integration; analytics; and outsourcing of fault, performance, service level and trouble management functions.

The Accenture Service Assurance Solution contains three main specialized sub-offerings that target the specific needs of CSPs:

  • Network Quality Analytics—reinvents network quality management, exploits data from diverse sources, business-side and network-side, and reduces the volumes of network incidents to be managed.

  • Operations Transformation—reshapes network operations, defines the efficiency-recovery approaches for core operational competencies and explores alternative sourcing options for non-core ones.

  • Service Quality Management—transforms traditional network operations into a service-oriented operational paradigm that brings together cost efficiency, service performance insight and customer centricity.

The Accenture Service Assurance Solution uses IT and consulting services, as well as business process outsourcing (BPO), and can help CSPs:

  • Improve their responsiveness to network and service issues to guarantee the customer experience.

  • Launch, manage and maintain QoS-guaranteed services that differentiate their market positioning and customer appeal.

  • Introduce a service operations center (SOC) function as the operational hub that bridges network and customer experience through the correlation of network signals into meaningful interpretations of service quality.

  • Recover efficiency and reduce the total cost of ownership of addressable operations support systems (OSS).