Where We Fit : Key Focus Areas

• Customer Care/ Billing Operations
  1. Detailing Customer Service Request including critical components such as bandwidth requirements and special features.
  2. Translating Customer Service request into Service Provisioning request
  3. Support interactions with workflow to identify when a service has been completely provisioned, turned up and tested to determine when to initiate billing
  4. Billing expertise must be in the areas of both usage-based as well as "All you can eat". Monthly Recurring Charges (MRCs) as well as Event-Driven (e.g. request for new CPE/Phone install) charges must be supported
• Service Provisioning
  1. End-to-End Service Implementation from CRM/Ordering through Billing and Service Assurance
  2. Flowthrough – Must ensure provisioning process can be automated requiring minimal or no manual interaction to order,design, activate and bill a given service.
  3. Workflow – allows for design, management and statusing of the entire provisioning process. Supports the manual provisioning of one-off variations as well as fallout from flow-through. Workflow component is critical to allow quick implementation of new services and or modification to existing service offerings.
• Service Assurance
  1. Proactive monitoring of devices from a NOC must be provided either in a insourced or outsourced model.
  2. Automation of this process is key - Goal should be to monitor network problems via SNMP traps for example. When a trap is received a ticket should be automatically created in a trouble ticketing system and automatically assigned to a tech appearing on their daily worklist.
  3. Reactive montitoring capability which can be driven by a customer complaint must also be supported and must be automated in a similar fashion as proactive with only changes being the trigger.
• Engineering & Planning
  1. Identifying Service Offering and required equipment and facilities to support a service offering
  2. Ensuring sufficient Infrastructure exists to support current and future service requirements
  3. Trend Analysis and Planning to determine timing of appropriate network upgrades required to meet future service demands