Netrounds and Cisco Polish Orchestrated Assurance Credentials but Operator Readiness Uncertain

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

• Netrounds and Cisco expand their relationship to include the certification of Netrounds Virtual Test Agents (vTA) technology on Cisco Unified Computing System (UCS) servers targeting increasing operator demand for orchestrated assurance capabilities.

• Netrounds and Cisco confront adoption barriers as many operators exhibit fear of failure toward automating assurance processes without more use cases and rivals offer single-vendor, pre-integrated alternatives.

In June 2017, Netrounds and Cisco expanded its partnership targeting growing operator demand for orchestrated assurance. The collaboration entails the compatibility certification of Netrounds vTAs with Cisco UCS servers building on Netrounds existing certification and integration with Cisco Network Service Orchestrator (NSO). The move boosts the market profile of Netrounds’ automated service activation testing and active monitoring solution through the channel and certification alignment with Cisco. Both Cisco and Netrounds strengthen their hand in driving orchestrated automation as compatibility certification is an essential feature in spurring operator automation of assurance processes. However, the collaboration must show it can provide the solution capabilities needed to drive the full range of orchestrated assurance requirements and faces adoption barriers as operators continue to investigate which assurance processes are best suited for automation. Read more of this post

ZTEsoft Introduces ZSmart 9 BSS Platform but Comes Up Short in Meeting Operator Digital Transformation Demands

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

• ZTEsoft launched its ZSmart 9 BSS suite at TM Forum Live! 2017, including new omni-channel, DevOps, and continuous billing capabilities, aimed at driving operator digital transformation.

• ZTEsoft faces portfolio development and marketing challenges in showing the ZSmart 9 BSS solution aligns fully with operator digital transformation strategies and also meets their specific omni-channel and billing requirements.

At Tl Forum Live! 2017, ZTEsoft unveiled its ZSmart 9 BSS solution. The new BSS solution is designed to meet emerging operator digital transformation requirements, including fully automated scaling that adapts to traffic fluctuations and omni-channel customer interaction capabilities, which use social media and instant messenger (IM) platforms to deliver personalized experiences across different touch-points. The ZSmart 9 platform also offers support for DevOps research and development (R&D) methods and smart cloud maintenance. In ZSmart 9 billing, the new miniature bill run capability is initiated upon arrival of each call detail record (CDR), instead of performing a bill run at the end of a billing cycle. The approach enables capabilities like real-time notification, credit control, and updated accumulators, allowing additional runway for the operations team to correct errors before the end of the billing cycle. However, the ZSmart 9 BSS solution is missing essential characteristics needed to drive operator BSS transformation. Read more of this post

Nokia: New Autonomous Customer Care Solution Offers Digital Care Breakthroughs, but are Interactive Bots Ready for Prime Time?

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

  • Nokia debuted its Nokia Autonomous Customer Care solution at its Nokia Analyst Day before the TM Forum Live! show, leveraging machine learning-powered interactive care bots to predict and resolve residential service concerns.
  • Nokia faces near-term support challenges as operators align their operations to take advantage of consumer intelligent assistants to improve customer care.

At the Nokia Analyst Day preceding the TM Forum Live! show, Nokia unveiled its Nokia Autonomous Customer Care solution, aimed at increasing the intelligence of operator digital care and creating new revenue streams. The solution offers interactive care bots, such as Apple Siri, Amazon Alexa, Microsoft Cortana, and Google Messenger, using natural language processing (NLP) and Nokia Bell Labs machine learning algorithms to predict and resolve service-degrading issues more efficiently. However, Nokia confronts near-term operator support challenges in scaling autonomous care.   Read more of this post

Amdocs’ Acquisition of Brite:Bill – A Six-Month Checkup

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

  • After acquiring Brite:Bill, Pontis, and Vindicia in September 2016, Amdocs elected to operate the three digital specialists as independent concerns. After six months, the decision has paid dividends in Brite:Bill’s case with Comcast selecting Brite:Bill for consumer billing presentment applications and Brite:Bill internally developing automatic monitoring and proactive billing resolution innovations.
  • Amdocs faces portfolio development challenges operating Brite:Bill as an independent entity, including leveraging Brite:Bill innovation into its CES platform and driving Brite:Bill solutions to capitalize upon expanding corporate billing and prepaid billing presentment market opportunities.

After completing the acquisition of Brite:Bill, Pontis, and Vindicia in September 2016, Amdocs elected to keep the three companies as standalone entities. The standalone approach offers competitive benefits such as reducing integration overhead costs and lessening the potential for portfolio disruption. Brite:Bill is showing six months later why Amdocs’ decision to keep its operational independence is warranted. Fresh off winning Comcast’s consumer billing presentment business, Brite:Bill quickly capitalized on Amdocs’ business relations with a top-tier cable operator. Prior to the Amdocs acquisition, Brite:Bill consistently won top-tier operator billing presentment and communication deals, including Vodafone, Sprint, Rogers, and Virgin Media, competing frequently against service billing heavyweights such as Ericsson, IBM, and Amdocs itself. Little doubt this hard-won traction spurred Amdocs’ decision to acquire the company. New Brite:Bill 5.0 portfolio capabilities, such as automatic monitoring of charges liable for dispute and proactive resolution of problematic billing charges that reduce customer loyalty, validate Brite:Bill’s innovation acumen and reputation. However, Amdocs’ progress in leveraging Brite:Bill software innovations into its own portfolio remains unclear and brings to light the concerns attached to the standalone approach. Read more of this post

ZTE Delivers ‘POWER’ to Digital Transformation Initiatives, but Will Operators See the Light?

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

• ZTESoft hyped its POWER strategy at MWC17, combining Platform, Omni-channel, Vertical Industry + Value, Experience and Real-time platform capabilities, aimed at operator digital transformation.

• ZTESoft confronts marketing challenges as the POWER label mimics the Huawei’s ROADS framework, confuses the market, and needs policy control and partner enablement validation.

At MWC17, ZTESoft roll out its POWER strategy targeted at operator digital transformation. The POWER acronym takes into account six key elements ZTESoft identified as required for executing operator digital transformation: Platform, Omni-channel, Vertical Industry + Value, Experience, Real-time. ZTESoft showcased its cloud-based ZSmart 9 BSS, ZSmart Digital CRM, ZSmart cvBS convergent billing platform, and ZSmart AnyShare XaaS offerings to demonstrate the POWER strategy’s broad applicability to meeting operator digital demands. However the POWER brand and marketing exercise harbors pitfalls for ZTESoft’s digital transformation global outreach.

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The New Edge Computing Consortium: Ready for the Digital Prime Time?

Ron Westfall - Research Director, Service Provider Infrastructure

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

• In November 2016, Huawei co-launched the Edge Computing Consortium (ECC) to advance industry-wide openness and collaboration in digital transformation environments.

• However the ECC initiative must expand its membership, increase geographical diversity, clarify its OT and ICT convergence goals, and further differentiate from existing standards initiatives to move the digital ecosystem needle.

In November, Huawei launched the Edge Computing Consortium (ECC) in coordination with the Shenyang Institute of Automation of Chinese Academy of Sciences, the China Academy of Information and Communications Technology (CAICT), Intel, ARM, and iSoftStone. The primary goal of the ECC is to develop a cooperative platform to advance openness and collaboration in the operational technology (OT) and information and communications technology (ICT) industries to stimulate adoption of digital transformation best practices. The ECC views OT, ICT, and operator communications input collaboration as essential in using digital transformation to drive a new phase of industrial restructuring. This restructuring entails automation of industrial processes and increasingly customized and personalized digital services and products. The lifecycle management of digital service operations and edge computing resources sets the groundwork for digital innovation, unleashing new value chains and supply chain efficiencies for ecosystem members. Read more of this post

Comptel and Apttus Advance the Salesforce Communications Industry Framework to Drive Operator Engagement Models

Ron Westfall - Research Director, Service Provider Infrastructure

Ron Westfall – Research Director, Service Provider Infrastructure

Summary Bullets:

• Comptel and Apttus recently debuted a joint solution built on the Salesforce Communications Industry Framework (SCIF). The solution targets operators adopting cloud-based business-to-consumer (B2C) platforms to meet their emerging digital engagement demands.

• The Comptel/Apttus partnership indicates that SCIF, originally introduced in May, is building the supporting ecosystem it needs to produce innovative cloud-oriented solutions. However, the framework needs to add security and assurance specialists to spur wider operator consideration and adoption.

In October 2016, Comptel and Apttus unveiled a joint B2C solution developed on the new SCIF. The cloud-based framework is designed to help operators improve the customer engagement experience across all their channels by integrating Salesforce into existing operator environments, streamlining the transfer of data between business and consumer applications and between operator OSS and BSS processes.

The Comptel/Apttus solution meets emerging operator B2C application demands such as self-service configuration; real-time network usage tracking; and catalog-to-order flow, orchestration and fulfillment. What competitive advantages can Salesforce, Comptel and Apttus look to generate from their collaboration?

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