Connected Devices Management
Platform
Telecom
The last few years have marked a significant boost in customer base and annual
revenue for telecommunication service providers. However, new technologies and
capabilities are bringing fresh challenges in the way the telecommunications
industry functions. Triple-play functionality is increasingly being deployed in
customer premises equipment (CPE); intelligence is being embedded into devices to
support advanced functionalities; innovative techniques are being employed by
operators with emphasis on providing advanced troubleshooting services to their
customers.
The challenge also lies in adapting to a mature market with low-priced plans,
shrinking margins and a complicated end-user device ecosystem. Customer churn
and monetization of investments in high speed data networks spell other
challenging areas for telecommunication service providers. A unified and
integrated system that can manage a multitude of devices in homes, enterprises or
even your own network is much needed.
Tata Consultancy Services’ (TCS’) Connected Devices Management Platform helps
you and your enterprise customers enhance the overall customer satisfaction and
handle the complete spectrum of connected infrastructure management including
remote device provisioning, configuration, policy management, remote
diagnostics through customer care and proactive KPI monitoring.
Overview
Our Solution
Telecommunication service providers are constantly
under pressure to lower the cost of operations while
enhancing efficiencies. A unified view of their
operations through integration of the platform with
various systems is one of their primary requirements
along with a need to improve customer experience
by implementing effective management tools.
Telecommunication customers find remote help more
convenient than in-home or in-store servicing.
However, remote provisioning and activation of end
devices involve many technical challenges for
providers. Additionally, providers need to activate
services quickly, manage device policies, security,
configuration and patch upgrades, as well as ensure
the quality and uptime of home or enterprise network
along with services. Longer time to market and
unavailability of real-time service intelligence for
helpdesks often impact the telecommunication
business. Growing diversity in end-device platforms
and intelligence contribute to the complexity in
applications and device management.
Your customers use a number of end-devices such as
ADSL modems, Routers, Switches, IP set-top boxes,
Femtocells , VOIP devices, IP Cameras, PON/GPON
(Passive/Gigabit Passive Optical Network) devices,
PTP/PMP (Point to Point and Point to Multi Point) CPEs.
You can leverage multi-vendor management
capabilities of CDM Platform based on the Broadband
Forum TR-069 standard and other TR-family standards
along with SNMP and CLI/Telnet/SSH support to
enable Secure, Policy Driven, yet personalized remote
provisioning, activation, management, configuration
and diagnostics of multiple IP devices along with
network BTSs & Access Nodes.
With our Connected Devices Management Platform,
you can resolve your operational as well as technical
challenges without compromising on the rising
expectations of your end-consumers or enterprise
customers.
The system simplifies the entire service life cycle
of connected devices ranging from deployment to
on-going management and support. You can remotely
provision end devices as well as network nodes and
activate them automatically, eliminating manual work.
You can improve your operational efficiency across
various processes by reducing the time you take
to troubleshoot and by resolving problems efficiently
with our built-in system intelligence.
The platform is being developed with the road-map
to enable M2M communications management for
homes and enterprises.
Remote Activation &
Configuration
Policy, Software &
Service Management
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Device Discovery
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Policies
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Device Registration :
Manual & ZeroTouch
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Device
Configuration
Management
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Configuration Back-
Up & Restore
Port Management
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Management
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Firmware
Management
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Remote Reboot
& Reset
Service & Qos
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Provisioning
Remote Helpdesk &
Self-Care
Statistics &
Intelligence
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Remote Diagnostics
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KPI Management
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Real Time Service
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Devices Statistics
Intelligence
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Alerts & Events
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Self Care
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Device Network
View
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Dashboard
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Reporting
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2D/3D Map Views
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Audit Trail
Bulk Device
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Management
Benefits
The TCS Advantage
Enhance customer experience
Our Connected Devices Management Platform directly
impacts more than 15 level-two processes in various
areas such as product assessment, activation,
configuration, Quality of Service (QoS),
troubleshooting and problem management,
and customer experience.
Delight your customer by offering excellent quality
of services and quick customer support. Improve the
satisfaction level of your customers and reduce
customer churn using real-time CPE diagnostics for
Customer Service Representatives (CSRs). Save credits
for platinum customers by proactively monitoring KPIs
and the SLAs. Link your customer experience effort
with programs such as device management as an
ROI-based strategic initiative.
Improve efficiency
View simplified & real-time inventory of CPEs and
network nodes - On geo map & with relevant CRM
data. Alert your CSRs of any deviation in the behavior
of CPE with right set of tools and knowledge of
customer’s device. Create and enforce policies across
multiple devices in bulk. Automate your order
fulfilment & service assurance to reduce
Time-to-Configure & Time-to-Resolve
Reduce operational cost
Reduce the cost of device support by providing prior
intelligence to your customer care team. Proactively
troubleshoot and repair any problem related to
configuration, software delivery, firmware updates,
and provisioning of the end device. Extend Self-Help
tools & manageability to customers to reduce field
visits. Thus reduce the entire cost involved in reverse
inventory of devices up to the Original Equipment
Manufacturer (OEM). This also helps you significantly
decrease the number of field visits to troubleshoot
end device.
TCS enables enhancement in customer experience
factors such as customer’s perception of order
fulfillment, service quality, service assurance, Self-care
and facilitates a positive impact on more than 15% of
overall 240 experience drivers as per #TCS Propriety
CEM Framework.
We provide definite savings of 30-40% through
operating expense (OPEX) reduction and additional
benefits through process automation.
The key characteristics that set our CDM Platform
apart are:
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Adaptability: ability to address our customers’
needs closely.
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Uniformity: a single system for current and future
needs of end-consumers, enterprises as well as your
own network
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Customer experience: ability to address strategic
needs of customer experience management
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Usability: seamless integration with telecom
operators’ IT system, something that is not always
effective with commercial off-the-shelf (COTS)
products
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Flexibility: capability to take into account varying
operating models of our customers
#TCS Propriety CEM Framework is Customer Experience
Measurement framework to help organizations enhance
the customer experience levels
Contact
To know more about how TCS’ Connected Devices Management Platform can help you, contact
global.telecom@tcs.com
About Tata Consultancy Services Ltd (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that
delivers real results to global business, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering
and assurance services. This is delivered through its unique Global Network Delivery ModelTM,
recognized as the benchmark of excellence in software development. A part of the Tata Group,
India’s largest industrial conglomerate, TCS has a global footprint and is listed on the National
Stock Exchange and Bombay Stock Exchange in India.
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