Industry Vertical: Telecom
As an example of service innovation dramatically impacting the competitiveness of a business, InfoVision continues its three-plus year collaboration with a major telecom giant, empowering it to continually and dramatically improve its customer-service capabilities, using a common, unified ‘service delivery backbone’.
Starting in about 2002, we helped our client develop the concept of a Service Oriented Architecture (SOA), one that seamlessly integrates over 200 critical customer-service life-cycle services covering Ordering, Provisioning, Service Provisioning, Service Management and Billing. During the following three years, and continuing, we prototyped the concept for the client, piloted it, and deployed it for the client across its major business units. Using the SOA, the client’s IT organization is able to rapidly integrate disparate systems acquired through mergers and acquisitions, while utilizing a common business-flow-execution-engine for its customer-service organization. As a result of this initiative, our client has been able to serve an ever growing size of user base with a rapidly expanding suite of offerings in voice, data, iptv, video and internet, all while moving towards a instant-activation-of-service experience for its own customers.
Our client, a Fortune100 company, is a leader in delivering broadband and other wireline and wireless communication innovations to mass market, business, government and wholesale customers. It operates one of the America’s most reliable wireless networks and one of the most expansive wholly-owned global IP networks. It is deploying America’s most advanced fiber-optic network to deliver the benefits of converged communications, information and entertainment services. The company’s workforce exceeds 100,000 employees and its annual revenues exceed $50 Billion.
Our Client’s Need
Consistent with the nature of the telecom industry in the United States, our client has evolved into a global giant through a number of mergers and acquisitions. The IT organization is constantly challenged with having to support the merged /acquired company’s customer base while integrating critical ‘back-end’ systems within a holistic process-architecture. Given that some of the systems are decades old, many of them with no code-documentation, integration of systems proved to be an ongoing nightmare.
The IT organization was looking for a way to break away from the prevailing situation and shift to a model that allowed the company to continue to grow by mergers and acquisitions while at the same time architecting the ‘back end’ of the business to continually innovate, create new services and offerings and manage an ever-growing customer base.
How InfoVision Helped
In about 2002, InfoVision proposed the concept of an IT Workbench, one that pulled together the disparate systems around a service-backbone, creating a suite of 200+ services. Each service performed a specific task related to the business-process-orchestration. By de-coupling these services from the actual business-process, our client’s IT organization was able to rapidly ‘orchestrate’ a new process (say, for provisioning of a new IPTV offering in the State of California), by simply assembling the relevant subset of the services from the 200+ services ‘suite’.
The concept went through several stages of refinement and was piloted and prototyped by infoVision. The SOA architecture was embraced by the IT organization, and during the past few years it has seen widespread deployment within the client’s organization. The solution continues to evolve – the suite of services is expected to grow to 600 or so in the next few years!.
InfoVision’s work has helped our client (a) Grow its customer base faster (b) Provision services quicker (b) Deliver more innovative offerings to the marketplace while (c) Simplifying and streamlining back-end technology.
InfoVision is a leading strategic resourcing provider with expertise in multiple industires and a proven track record for executing complex projects seamlessly. Read our case studies on iPad app development and other technology solutions. Contact InfoVision to find out more about our IT services.