Telecom Practice

The ICT market over the past decade has been through a series of turbulence driven innovation characterized by convergence, de-regulation, disintermediation and value chain extension. The Telecom Service Providers in particular have moved from being a mere pipe provider to an experience enabler with an enhanced drive to move from Network enablement to Service differentiation.

Stage is set with a competitive critical mass of enhanced Network enablement gaining critical mass for the battle of the bundles. With commoditization of what was to be a differentiated service experience, increasingly Telecom Service Provides are moving to an Customer Experience driven Assurance Paradigm for market retention and growth.

Kumaran Telecom Practice provides Consulting Services for Customer Experience driven Assurance across ICT service bundles and business segments. The Practice is driven by a industry certified Workshop Approach with a focus on rejuvenating the business process paradigm; with the choice of technology enablement being a mere means to bring about business and process agility.

The Workshop Approach enables its clients in the ICT market to:

• Define overall Organization strategy for Customer Experience driven Assurance
• Organization wide Benchmarking
• Define, Design and Standardization models
• Identify/define and standardize triggers/metrics /KPIs for QoS
• Suggest Technology enablement roadmap for enhanced Customer Experience Management

A wide spectrum of offerings embedded within the Customer Experience driven Assurance Framework include the following:

• 360 Degree Assurance Practice
• Integrated Multi-Vendor Management
• ARPU Accelerators

In addition Kumaran Systems provides a wide range of point solutions tailored for specific requirements of the Network, Operations and Customer Service Delivery teams that include

• Customer Issue Management
• Field Force Automation
• Mobile Application Development
• SMS Gateway

Business Benefits

Kumaran partners with you to build and implement innovative strategies and solutions to achieve these:

• Reduce CAPEX and OPEX expenditures
• Accelerated product innovation
• Improve processes and infrastructure
• Improve overall customer satisfaction
• Shorter time-to-market
• Reduced implementation costs for product development and support