Partners equally responsible for growth of telcos
Managed services market is witnessing accelerated growth in recent years due to the advancements in cloud computing, big data and mobility services. The focus has shifted from reducing cost to operational excellence and now to customer experience to deliver a consistent quality of service experience. Factoring in the long list of industry trends that will have an impact over the next few years – IoT, M2M, ICT services, big data analytics, 5G and the adoption of NFV and SDN – business as usual will no longer suffice. A managed services provider is swiftly moving from a “vendor” relationship to a strategic partner relationship. Today’s managed services partners will be equally responsible for contributing to the growth story of telecom operators.
Some of the key factors driving demand for managed services in India are- declining voice ARPU’s, increasing demand for highly relevant, personalized and content-rich services over the mobile and focus on improvements in operational excellence and value creation. Managed services enable service providers to unify operations under a single service KPI / SLA framework. This ensures optimal quality of service for end-users whilst maximizing the service provider’s revenue window.
A managed services model is based on ITIL framework comprising of defined practices and processes that enables operator’s to ensure customer experience, reliability and easier goto-market while managing CAPEX and OPEX efficiently. Managed service offerings include:
Managed digital services: These enable operators to improve their top line as well as bottom line through dedicated SMEs managing the performance of the digital portfolio of the operator end-toend.
Managed customer experience: It ensures optimal customer experience through streamlined processes and service management thus ensuring customer delight.
Managed cloud services: These enable an organization to do away with Capex investments by utilizing capacity and infrastructure on a pay-as-you-use basis while ensuring the same level of service performance is maintained by transferring the service management responsibility to a managed services partner
Managed financial services: These enable analysis of data that is captured in form of billions of financial transactions through mobile networks.
Vice President and Global Head of Managed Services, Mahindra Comviva