We are living in the era of pervasive computing — and that fact has tremendous impact for operations of typical telecom operator. Customers are more and more demanding, picky, and often better informed than CSR in Telco shops. They are expecting real time provisioning and multiple choices — especially ability to tailor products to their needs — anytime, anywhere and on every possible device they use (from notebooks, tablets like iPad to smartphone). We are moving into area of CMR (Customer Managed Relationship) — more advanced concept than CRM, where customer is taking control over products/bundles and tailoring to his own need. Sharing control allows co-creation of value and better bounding between customer and operator, but on the other side, creates huge demand for operator IT infrastructure often not ready for this type of interactions. This paper is describing key aspects of improving Croatian Telekom NGOSS infrastructure with new capabilities introduced by COMPASS project that will enhance customer experience and allow Croatian Telecom to maintain leading technological position on Croatian market. COMPASS project introduced new approach to order management by implementation of the new paradigm — Catalog Driven Order Management.
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