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Which BSS capability do CSPs see as most urgent for enterprise services?

In a new report entitled Is BSS ready to monetize enterprise 5G?, we dig deep into the findings of a new TM Forum survey to determine which BSS capabilities different groups within CSPs consider most urgent to support their future enterprise services.

12 Oct 2021
Which BSS capability do CSPs see as most urgent for enterprise services?

Which BSS capability do CSPs see as most urgent for enterprise services?

In a new report entitled Is BSS ready to monetize enterprise 5G?, we dug deep into the findings of a new TM Forum survey to determine which BSS capabilities different groups within CSPs consider most urgent to support their future enterprise services. We examined a subset of 173 respondents who are responsible for BSS and/or related processes and are employed directly by 61 different CSPs worldwide.
Disparate points of view on BSS urgency

Survey participants were asked to rate how urgently a range of BSS capabilities are needed to cater for future enterprise requirements. Our analysis found the urgency with which a capability is rated varies substantially based on whether respondents identify as working in OSS/BSS jobs versus network-related roles.
Fig. 1 Source: TM Forum
For example, as Figure 1 shows, respondents in network roles rate real-time revenue management, ecosystem enablement, customer analytics, and integrated digital experience and commerce management urgent more often than those in BSS roles. This suggests that respondents in network organizations may have less confidence in their BSS’ readiness for future enterprise services than their counterparts in OSS/BSS. Nearly half of this group (46%) rate customer analytics urgent while more than 40% emphasize real-time revenue management.
Fig. 2 Source: TM Forum
Those in OSS/BSS exhibit a different point of view. As Figure 2 shows, those in OSS/BSS roles place more urgency on zero-touch user account management, automated service configuration and purchasing, and the need for openness. Figure 2 also shows that the two groups are nearly equal in rating granular charging as urgent, though less than one-quarter do so. At the same time, of the BSS capabilities those in OSS/BSS roles rate most urgent, they rate customer analytics urgent most often (37%), though less than the network group (46%).

What’s the upshot?

That OSS/BSS and network-focused individuals would have different perspectives on BSS readiness for future enterprise and 5G services should not be surprising. The challenge for leadership, however, is to reconcile and align these differing points of view while making critical decisions regarding budgets, resources, technology choices, and alignment between business and technology priorities.

Looking at the data collectively, there is no single answer for what’s needed most in BSS. It is rather a broad range of new and advancing needs which are required to support new service, business, partner, charging and experiential models; new end-to-end customer experiences; and more process- and customer interaction automation.

For a closer look at which BSS needs CSPs worldwide consider most urgent and most crucial to their 5G B2B plans, download the new report: Is BSS ready to monetize enterprise 5G?.