Service Assurance has always been a key component in Service Providers quest towards world-class customer service.
With the advent of cloud based networking platforms and virtual environments, this component has once again taken front-stage when it comes to creating differentiation.
Customers expectations regarding ubiquity of service and support, and that for mobility and high availability has only increased. Service Providers are constantly trying to innovate via newer services and quicker, more relevant offerings. Whether it is creating lucid self-care portals, or tightly integrated CRMs, or efficient network monitoring & control, all roads need to connect to OSS integration and customization.
Every network is required to be managed. Management is done at different layers of abstraction. At element level, granularity of management is up to each individual configuration parameter and each of the individual statistics. At network level, management is done over a layer of abstraction. It uses processed data but scope is also network wide, encompassing multiple technologies and products from multiple vendors. At service level, focus is on each individual service hosted in the network and all parameters & statistics are seen in context of the respective service.
You are a telecom equipment developer. You are planning to launch a new product in market. However, you are looking for a services company to partner with you, to develop an element manager (EMS) for your network equipment.
HSC has strong expertise in developing EMS solutions, working with SNMP management and other NM protocols like NetConf, CORBA, SOAP and ReST. To reduce time-to-develop HSC has built few reusable components which provide implementation for generic FCAPS features of EMS solutions. This approach can help you develop an EMS solution with basic functions, within a month’s time. The solution can be enhanced for the specific advanced feature in the later iterations of development.
You own an EMS product which does FCAPS of network elements of your product lines. You are considering re-engineering it to provide new-age features (like dashboards, charting, heatmaps) and higher scalability using new technologies, or just want to extend the existing solution to support a new product line.
HSC has vast knowledge of EMS/NMS domain and can quickly rampup on your existing solution. HSC has good experience in helping its customers in building separate pluggable modules and integrating them with the legacy EMS. This can facilitate enhancing the EMS for new product line and to have new features, like charting based statistics monitoring dashboard, geo-map based alarm monitor, alarm trending and utilization heatmaps, without compromising on stability.
You have an NMS product for managing a multi-vendor and multi-technology network. You want to customize it for a new network for fault managements, performance management and inventory mapping.
HSC has good skillset in customizing off-the-shelf NMS products like NetExpert, Netcool, TeMIP, OVO. Leveraging this knowledge, it can also easily rampup on other NMS products. Moreover, HSC has vast skillset in technologies like IP networks, 2G, 3G, WiFi, LTE networks and SNMP management. This empowers HSC engineers to help and to guide its customers, in understanding the network topologies and element hardware/chassis. This understanding is crucial for mapping alarms to respective network devices and their components.
Selfcare Portal is crucial for implementing customer facing business processes. Key element which distinguishes these business processes from others, is the direct involvement of the subscriber in the workflows. Instead of traditional route through a customer executive, in these business processes subscriber directly interfaces with OSS through a web-based interface. Therefore these business processes are implemented using portals that can support subscriber base of thousands to millions.
You are developing an online selfcare portal to automate workflows which require direct involvement of subscribers. These may involve workflows for checking balance of the account, placing orders for service upgrades, purchasing top-up tokens, etc. To support thousands of concurrent web-sessions is the key requirement.
HSC can help you in online selfcare portal development, which can easily scale up to support subscriber base of millions. HSC leverages its knowledge of portal development and bigdata technologies for developing such portals. Along with that HSC has vast experience of implementing OSS business processes for data services as well as voice services. This makes it easier for us to identify implicit requirements and to design a solution which is appropriate for the scale of operations. Access to the portal can be extended to handheld devices also through multi-formfactor support for webpages as well as Android/iOS based native apps.
You are developing a component that can fit into an existing online selfcare portal and provides functions to view different kinds of trend charts to subscribers. These charts can be in the format of pie-charts, bar-graphs, x-y plots or multi-dimensional.
HSC has good expertise in developing web-portal with different kinds of charting frameworks, like amcharts, fusion charts, NVD3. HSC has used these charting frameworks along with other web technologies like AngularJS, jQuery, Ext-JS, Adobe Flex, Ruby-on-Rails, to implement highly scalable solution to different kinds of usage data on web-portals. These datasets vary from displaying breakup of different components of the subscriber’s usage to trend charts which provide insight into usage patterns over a time-interval.
You are developing a component that can facilitate two-way interaction between subscriber and customer-care executive, through chat-client for text-chat and audio-visual-chat.
HSC can help you in developing web-based chat client and server to facilitate text-based and audio-visual chat between subscriber and customer-care executive. HSC engineers have good knowledge of using WebRTC to implement audio-visual chat. It can also be implemented in such a way that audio communication is two-way but video communication is only one-way, such that only subscriber can see the customer-care executive and not the other way round. HSC also has experience of interfacing such solution with CRM like salesforce.com and others. HSC can deploy the solution cloud in order to optimize resource costs.