Industry Research : Ontology Recognised In Customer Experience Market Trends Analyst Report
Ontology Systems, the semantic search technology provider for Enterprise Data Alignment, has been recognised in a new Gartner report: ‘Market Trends: Worldwide, OSS and BSS Help Bridge the Customer Experience Gap, 2011' - a comprehensive analysis of the preparedness of Communications service providers (CSPs) existing operations support system (OSS) and business support system (BSS) infrastructures to manage the need to gain better insights into customer behaviour and act on them.
The report finds that CSPs need to be able to manage infrastructure across fixed and mobile technologies, across resources, customers and services to allow for unified customer management. Included in the report are brief descriptions of the key capabilities and positioning of emerging vendors, including Ontology Systems, in the CEM solutions domain from an OSS/BSS perspective.
Benedict Enweani, CEO and founder of Ontology Systems, commented: "Gartner clearly recognises the challenges faced by CSPs in leveraging their OSS/BSS to better understand and manage customers. Ontology 3 was designed to enable CSPs to search and align valuable knowledge from their customer, service and network data that is distributed across their operational, business and infrastructure systems."
CSPs give top priority to customer experience improvement initiatives as a means to retain customers, reduce churn, stimulate usage and attract new customers based on user recommendations.
Customer experience should prompt CSPs to remove organizational and systems silos between OSS and BSS, and CRM.
Network-facing OSS and customer-facing BSS and CRM systems need to work in a federated fashion to positively affect the quality of experience.
CSPs need to exploit the wealth of technical and commercial data they possess, cohesively shared as part of enterprise wide initiatives.
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Published: Thursday, September 15, 2011