GlobalData’s evaluation of the service fulfillment market sheds light on its current state and product functionalities service providers should prioritize in order to keep up with evolving customer needs.
May 1, 2018
GlobalData’s annual service fulfillment assessment positioned Netcracker's offering as the sole market leader based on its ability to help service providers deliver personalized and flexible service plans. The report evaluated various market offerings against extensive criteria, which explored product catalogs, automated fulfillment management, robust service orchestration capabilities, cloud integration support and order management.
The assessment also highlighted six service fulfillment characteristics that operators should prioritize in order to improve agility and customer experience.
What? Unified product and service catalogs
Why? Service providers need a unified catalog to access their products, services and devices. With a unified catalog platform, service providers can manage all offerings from a centralized system. Unified platforms will also ensure faster integration and monetization of third-party internet, over-the-top and partner applications.
What? Automated orchestration and service delivery
Why? Service providers with automated orchestration and delivery capabilities will be more agile and have shorter implementation times for digital services. This will enable operators to provide a better experience with enterprise and residential customers.
What? Enterprise-grade application support
Why? As enterprises leverage more and more digital offerings, service providers must be able to support highly scalable and diverse digital business applications. Service fulfillment platforms must be able to deliver these applications while simultaneously streamlining business processes.
What? Eliminated silos
Why? The continuous migration away from traditionally siloed systems is pressuring service providers to use open, standards-based offerings that reduce bottlenecks and silos. These capabilities will enable more flexibility with less risk, while also cutting down on integration and customization costs.
What? Support for third-party platforms
Why? The digital world is bringing about a new wave of partnerships, as businesses are teaming up with third parties to deliver new services and introduce new back-end functionality. As this trend continues, service fulfillment systems must be compatible with third-party CPQ and other platforms in order to maximize capabilities and ensure streamlined service activation and management.
What? Expanded digital self-assist tools
Why? Self-assist tools, like interactive bots, enable more autonomy across services and applications. These self-care capabilities are becoming increasingly important in the digital economy, as they can improve customer satisfaction and reduce troubleshooting times by freeing up customer service representatives to focus on more complex issues.
To learn about how Netcracker’s Service Fulfillment offering meets all of the criteria service providers need in the digital world, download the GlobalData Service Fulfillment assessment.