Automating Operations - Merely reduce OPEX or Beyond?
Mr. Dhananjay Pavgi, Sr. Consultant - OSS Product Management, TechMahindra gives you an insight on how automating operations has become crucial to the success of services providers' business.

Automating OSS and its ecosystem components was traditionally looked at as the means & measures to reduce OPEX and increase operational efficiency. With the advent of lMS, NGN etc. a new disruptive application wave of services has arrived. To sustain this disruptive wave; back office IT applications like OSS/BSS should transform into a mature state of automation, so that customer experience could be improved and tools (such as web self-care) are provided to the customer to ensure customer retention. Be it improving Service Velocity (reducing Concept to Market cycle times) or improving customer satisfaction (customer driven Trouble to Repair processes); automating operations has become crucial to the success of service providers business.

In order to achieve operations automation to ensure smooth delivery and consistent user experience of Next Generation services; there are various dimensions that need to be considered. Unless, all these dimensions are considered; automation of operations won't lead to the desired results.
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