Service Providers in every segment of the communications industry face significant hurdles. Traditional Communications Providers are under siege from more nimble competitors. In response, ILECs are lowering price points while rolling out new services and bundles for voice and data services that are poorly supported by existing OSS and BSS suites. Large incumbents must find ways to cut costs as their traditional revenue declines. They are all forced to make these changes while striving to meet or exceed standard levels of customer service. These same traditional voice and data providers are striving to win video customers from the cable companies with new technologies like IPTV or through partnerships with DBS companies. Major players in the communications industry are also racing to complete mergers and acquisitions that have left them with redundant systems and processes, presenting an opportunity to reduce costs by consolidating functions.

At that same time, non-traditional carriers are struggling to provide the customer service and quality of service that consumers have come to expect for voice and data. CLECs and cable companies offering voice service must also meet regulatory requirements around E911 service, number portability, CALEA, federal wire taps, etc. In addition, CLECs and Cable/MSO providers have less predictable revenue streams and often need to realize a more immediate return on their strategic investments. Additionally, start-up Providers are often heavily reliant on costly manual processes that do not scale well.

Wireless companies face their own set of challenges. Deciding which of several industry standards provides the closest fit to a wireless service provider’s strategy can be a major undertaking. Wireless providers must also determine which partnerships will enable them to build the most desirable service bundle for customers and prepare for wireless/wireline convergence.

Moreover, all Providers are searching for strategies to reduce churn – especially from high ARPU subscribers. All Providers must ensure the security and integrity of their networks. Looking ahead, the introduction of next generation services and content will present new sets of challenges. Service Providers need to be equipped with a strategy for guaranteeing quality-of-service flexibly. Providers must also be prepared to evaluate the range of new channels and services and decide which will complement their existing offerings. At a higher level, as the line between content and service becomes more and more blurred, service and content providers need to develop a framework for who will ultimately own the relationship with the customer.

Finally, the continued evolution of the global economy presents huge new potential revenue streams for Service Providers willing to navigate emerging markets around the world.

In each of these challenges and for each segment of the industry there is great opportunity. Cognizant’s consulting services can help service providers develop and execute on strategies to differentiate themselves from their competition. With the proper plan, cost reductions enabled by effective use of new capabilities, such as off-shore maintenance and delivery, can provide capital to fund new technologies and create new revenue streams.

Capabilities:

Cognizant’s onsite, offshore delivery model is recognized as the industry standard for cost-effective development. However, before communications companies can take advantage of any delivery capability (or vendor capability), they must be confident in their strategic direction, and have implemented metrics and milestones to measure success. Taking advantage of extensive industry experience and proven methodologies, Cognizant helps today’s Service Providers set and execute strategies to differentiate themselves from the competition.

Services offerings include:

Cognizant’s consulting practice has numerous proven assets and services that help Service Providers align their systems and processes with their business strategy:

Architecture assessment and roadmap development

• Proven methodology to assess the current state architecture, define future state architecture, and create an implementation roadmap

Vendor evaluation and management

• Thorough evaluation of vendors (including vendor selection) and management of ongoing delivery capability

Business process re-engineering

• Collaboration with business and IT stakeholders to establish current / target business processes

Product and functional requirements development

• Collaboration with business and product development stakeholders to create product and functional requirements for new services

Legacy system re-engineering and integration strategies

• Assessment and definition of strategy for legacy system re-engineering integration with new platforms and new support functions.

EVA analysis of investment options and strategies

• Detailed financial analysis to help Service Providers determine which investments will drive the highest ROI.

Program and project management

• Strategic leadership for the most complex business and IT transformation effort