Market Dynamics Are Forcing BSS/OSS Modernization
The cable industry is in the process of a rapid evolution, as operators modernize their business models and turn their attention toward reimagining and enhancing customer experience. Shimie Hortig, president of the Amdocs Broadband, Cable and Satellite division, sees this market change as inevitable.
For years, cable and satellite operators have been working with aging systems while the market landscape has faced new levels of competition and unforeseen technology disruptions. Now, most of Hortig's customers are eager to modernize their business support system (BSS) and operational support system (OSS) platforms.
Hortig believes that Amdocs—the leader in customer experience software solutions and services, with an impressive customer portfolio of worldwide communications, entertainment, and media service providers—is well positioned to make that happen.
What Are You Seeing in the Pay TV Industry?
"We believed the dynamics of the market would compel companies to modernize their systems in order to launch new services and provide a better customer experience," Hortig, an 18-year Amdocs veteran, says. "In 2005, when Amdocs entered the cable and satellite industry through our acquisition of DST Innovis, we believed operators were constrained by their current systems. But the cable and satellite operators were conservative and hesitant to move away from their legacy systems. It took a long time, but with the changing competitive landscape, the desire to launch new services, and the need to differentiate on customer experience, cable and satellite operators are now modernizing their BSS and OSS platforms … it's happening now!"
Why Are Operators Modernizing Now?
Hortig sees three reasons for cable and satellite operators' need to modernize their BSS and OSS platforms. "First, the competition has intensified dramatically, with OTT and content providers disrupting the market, and operators are also feeling the competitive impact of the mergers and acquisitions happening in the industry," he says. "Second, there's a significant opportunity to enhance and differentiate on customer service based on insights gained from big data, digitalization of customer care, and improved service agility. Cable and satellite operators' legacy BSS and OSS platforms are preventing them from providing the strong customer service that consumers demand today. And third, cable and satellite operators want to diversify their business and launch new services, such as Wi-Fi mobility offers, services for mid-large businesses, and cloud services."
All these forces are coming together, creating an atmosphere in which operators must move fast to modernize their systems to launch new services and provide a better customer experience while realizing operational efficiencies.
How Are Operators Approaching Modernization?
Cable and satellite operators are modernizing in different ways, according to Hortig. "Some operators want to start everything new. They want to leave aside legacy systems and develop a new BSS and OSS stack." Hortig notes that with this approach, operators quickly realize the benefits of the new system while existing subscribers migrate over time as they sign up for new services.
"Other operators want a more gradual approach," he says. "They would rather achieve new functionality by modernizing some aspects of their BSS and OSS platforms while retaining some existing systems. This approach decouples functionality from legacy systems with an isolation layer that separates legacy technology from new." In this scenario, operators are getting the benefit of new BSS and OSS functionality that enables them to deliver a better customer experience and launch new services, while leveraging some of their existing systems such as customer databases—and they don't need to migrate subscribers.
Finally, some operators find themselves with multiple BSS and OSS platforms; this happens when operators merge and acquire. Often, operators with multiple systems determine target BSS and OSS platforms and take a proactive approach of migrating all their subscribers to the target systems as soon as possible. "They're consolidating customers that are spread across multiple systems on to new, modernized BSS and OSS platforms. They're proactively moving to the new platforms and not waiting for that to happen over time as subscribers come and go. It's a very aggressive way to meet their need head-on and start decommissioning old systems."
Amdocs as a Strategic Partner
Every company takes a different approach to modernization, but they can all benefit from partnering with Amdocs for their BSS and OSS needs. "No matter what approach they take, all of these companies are motivated to do something in this new market reality," says Hortig. "What was good for the past will not be as effective in today's market reality. The time to modernize is now."
Hortig is enthusiastic about the changes coming with the evolution of the cable and satellite market. "I'm happy to be a part of it! Amdocs is very proud to be partnering with leading cable and satellite operators as they modernize their systems—we are thrilled to be part of their success."
For more information, visit www.amdocs.com/cable
Amdocs is the market leader in customer experience software solutions and services for the world’s largest communications, entertainment and media service providers. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control, optimization and network functions virtualization, coupled with professional and managed services, have accelerated business value for its customers by simplifying business complexity, reducing costs and delivering a world-class customer experience.