Table of Contents:

Definition and Overview

1. The OSS Fragmentation Problem

2. Placing the Customer at the Core

3. Benefits of Customer Awareness

4. Collaboration between Systems

5. Summary

Self-Test

Glossary

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Ultimately, a customer-aware OSS is a strategic tool to help a service provider adopt a more customer-focused approach to business, improving customer satisfaction and loyalty, enhancing service differentiation, and leading to greater profitability.

Service providers who adapt to the new rules of competition must make a significant shift in their existing business model and the OSS that support that model. Those who can couple strong SLAs with proactive customer service will benefit from a competitive edge through service differentiation.