Speakers:
Sanjay Kumar,
Industry Vice President, Progress Software
Customer experience is the most critical and most competitive differentiator for a Service Provider and first impressions are lasting. With the advent of complex bundled offers to meet customers’ demands, silo’d operations and systems have become prevalent making it difficult to fulfill services without error and damaging the customer’s first experience with a CSP. CSPs realize that order issues including order fallout exist but they lack end to end visibility into the fulfillment process and have limited ability to replace their existing systems.
Nearly 54% of telecommunications companies are losing up to 10% of their annual revenues due to failed transactions and 57% of customers surveyed rated overall service from average to not meeting expectations.
This podcast will help CSPs learn how to leverage their existing system to gain the 360 visibility into their order provisioning process to ultimately immediately resolve any issues in a repeatable consistent manner before a customer is lost reducing churn, minimizing operational costs, and increasing their revenue. Learn how you can:
- Build an operation utilizing proven standards and experience to improve their end-to-end fulfilment processes and drive an improved customer experience.
- Identify how using standards such as TM Forum’s eTOM and Business Metric Framework to improve your operational responsiveness and satisfy your customers demands.
- Proactively identify order exceptions and other conditions outside the preferred business operating model
- Immediately resolve issues affecting their customers to ensure on-time and accurate delivery of service
- Continuously evolve operating models to adapt to changes in the business environment and the competitive landscape.
- Achieve operational responsiveness without having to replace existing infrastructure or build expensive interfaces.
About the Speaker
Sanjay Kumar,
Industry Vice President, Progress Software
Sanjay Kumar is the Industry Vice President for Communication & Media at Progress Software. He heads Progress Software’s go-to-market strategy, activities and solutions for the global communications industry. Before Progress Software’s acquisition of Savvion, Sanjay was the Vice President of Communications & Media Solutions at Savvion, where he lead the Savvion global communications industry practice.
About the Sponsor
Progress Software Corporation (NASDAQ: PRGS) is a global software company that enables enterprises to be operationally responsive to changing conditions and customer interactions as they occur – to capitalize on new opportunities, drive greater efficiencies and reduce risk. The company offers a comprehensive portfolio of best-in-class infrastructure software spanning event-driven visibility and real-time response, open integration, data access and integration, and application development and deployment – all supporting on-premises and SaaS/Cloud deployments. Progress maximizes the benefits of operational responsiveness while minimizing IT complexity and total cost of ownership.
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