How Can Communication Service Providers Deliver Exceptional Support to Multi-Services Customers?

INDUSTRY BRIEF: IT MANAGEMENT SOLUTIONS FOR COMMUNICATION SERVICE PROVIDERS
How Can I Deliver Exceptional
Support to My Multi-Services
Customers?
[FC author name] Author Name[FC DEPARTMENT ONE AUTHOR] DEPARTMENTTable of Contents
Executive Summary
SECTION 1: CHALLENGE 2Delivering Exceptional Customer Service in aConverged, Multi-Services World The Rise of the Multi-Play RealityService Stickiness Helps Retain CustomersBut Delivering a Great Customer Experience IsNot EasyMeeting Customer Service Expectations with aSolid Technology Foundation
SECTION 2: SOLUTION 4Provide Exceptional Customer Service withIT Management Solutions from CACA Network & Voice ManagementCA Application Performance ManagementCA Incident & Problem Management
SECTION 3: BENEFITS 6Reducing Costs While Improving CustomerSatisfaction
SECTION 4: THE CA ADVANTAGE 6
SECTION 5: NEXT STEPS 7
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Challenge
In today's converging, multi-services market, leading providers must standardize processesand IT infrastructure across their multi-play offerings in order to improve profitability whilereducing costs. Being able to quickly add and roll out new services, deliver premium servicequality and availability, detect and resolve problems before they impact customers, andenable customers to help themselves are all vital to success.
Opportunity
CA IT Management solutions can help you retain and grow existing customers byproviding exceptional customer support in all aspects of your business. With CA Network& Voice Management, CA Application Performance Management, and CA Incident &Problem Management, you can confidently roll out new services and content, enjoy highlevels of availability and quality and proactively identify and resolve issues before theyimpact customers, enhancing both the reputation of your brand and the experience ofyour customers.
Benefits
CA IT Management solutions are designed to help, you gain greater control and flexibilityover your multi-vendor network infrastructure and applications and accelerate time-to-market for new services while providing a high quality of service. In addition, CA solutionshelp you improve brand reputation and give you more value-add capabilities so you candeliver solutions your customers want and need - all while reducing customer acquisitionand support costs.
INDUSTRY BRIEF: IT MANAGEMENT SOLUTIONS FOR COMMUNICATION SERVICE PROVIDERS 1SECTION 1: CHALLENGE Delivering Exceptional Customer Service in a Converged,Multi-Services WorldIn the early 1990s, deregulation forever changed the competitive landscape in the worldwidetelecommunications industry. Increased competition, not only from traditional carriers andtelcos but also from cable companies and mobile services providers was the first dramaticchange of the new deregulated era. More recently, non-traditional players, such as Internetcompanies (e.g., Google, Yahoo!, and Microsoft), voice-over-IP and IPTV providers, and evenmedia companies entered the fray, leaving consumers with a confusing array of choices in thecommunications services market. Even with the spate of consolidations in the traditionalcarrier space, the market influence and competitive threats posed by the new, non-traditionalplayers are as strong as ever.
In addition to increased competition and consolidation, convergence has shifted the groundunderneath even the most agile communication service provider (CSP). As more services andcustomer-facing interfaces are delivered through new and emerging technologies, such as DSL,VDSL, Wi-Fi, Wi-Max, 3G/4G, FMC etc. you face new challenges learning how to manage thenew IP-based paradigm and ensure quality of service.
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