Light Reading
Research reveals some surprising gaps in service providers capabilities to improve the order-to-activation process.

Amdocs Highlights Gaps in Order-to-Activation Process

Light Reading
News Wire Feed
Light Reading
6/12/2014
50%
50%

ST. LOUIS -- Amdocs, the leading provider of customer experience systems and services, today announced the findings of a global survey which highlights the unchartered potential of adopting business intelligence (BI) and analytics tools within one of the most critical business processes, the order-to-activation (O2A) process. The independent research, conducted by Ovum on behalf of Amdocs, found a wide gap between what service providers believe they can achieve by utilizing data collected during the O2A process, and the actual capabilities they have in place to leverage this data for predicting and proactively preventing ordering issues in order to ensure a flawless customer experience.

Key findings:

  • There’s wide consensus that data collected during the O2A process can be leveraged to improve service provider business outcomes in the following areas: customer care (82 percent), revenue leakage prevention (82 percent) and proactive order fallout prevention (76 percent).
  • While 72 percent of service providers believe an ability to predict order fallout within the O2A process is key for business outcomes such as revenue leakage prevention and a positive customer experience, 57 percent do not apply BI and analytics tools for this purpose.
  • Surprisingly, 52 percent of service providers do not analyze or actively measure key performance indicators (KPIs) associated with the O2A process (e.g. number of complaint calls related to orders, activation lead time) in real time or near real-time. Without this ability, they cannot track and predict trends in behavior that will impact the O2A process. More so, only 13 percent of respondents use automation across 80-100 percent of the process, with the majority relying heavily on manual handling of order issues.
  • There’s a growing complexity within service provider ecosystems related to the number of departments and channels involved in the O2A process, further driving the need for dedicated BI/analytics tools that can simplify data analysis. Fifty-four percent of service providers acknowledged that they generate between three to five daily reports tracking data collected during the O2A process, with 40 percent having more than five different internal teams (e.g. sales, validation, project managers, care, marketing, customer care) and 36 percent having more than five indirect channels involved.

    Amdocs Ltd. (NYSE: DOX)

    (0)  | 
    Comment  | 
    Print  | 
  • Newest First  |  Oldest First  |  Threaded View
    Flash Poll
    From The Founder
    It's clear to me that the communications industry is divided into two types of people, and only one is living in the real world.
    LRTV Interviews
    CenturyLink: Building the Case for NFV

    12|19|14   |   02:14   |   (0) comments


    At the 2020 Vision Executive Summit, James Feger, VP, Network Strategy & Development at CenturyLink, talks about how the US operator is approaching virtual network functions from an operational and business case perspective.
    LRTV Interviews
    Liberty Global Sees Business Goldmine

    12|18|14   |     |   (0) comments


    Steen Sorensen, VP of business services for Liberty Global, explains where the giant international MSO sees growth potential.
    LRTV Documentaries
    EE: The Road to 5G

    12|16|14   |   16:02   |   (1) comment


    Andy Sutton, the principal network architect at UK mobile operator EE, explains how his company is using Wembley stadium as a wireless test bed and how that's helping EE to plan the evolution to 5G.
    LRTV Huawei Video Resource Center
    Highlights of Huawei's NFV Open Cloud Forum 2014

    12|16|14   |     |   (0) comments


    Huawei hosted its inaugural NFV Open Cloud Forum during the SDN & OpenFlow World Congress 2014 in Düsseldorf, Germany. The Forum brought together technology thought leaders, senior executives and telecom professionals from global carriers, industry associations, as well as other partner companies in the ecosystem, to exchange views on and collectively explore how ...
    LRTV Custom TV
    Realizing Operators' Digital Vision

    12|16|14   |   5:23   |   (0) comments


    Leveraging technology is fundamental to digital transformation but understanding customers and serving them really well is at the heart of digital businesses. TM Forum lists the following as the strategic pillars of the digital business: business agility and rapid innovation, operational agility and effectiveness, IT and data centricity, plus customer centricity. ...
    LRTV Documentaries
    US Cellular Injects Analytics Into LTE

    12|16|14   |   2:57   |   (1) comment


    US Cellular's Mario Vela explains how the operator uses analytics for network planning and what comes next as the carrier looks to eke more value out of its metrics.
    LRTV Interviews
    How Cox Biz Plans to Keep Growing

    12|15|14   |     |   (2) comments


    Steve Rowley, SVP of Cox Business, details how the third-biggest US MSO intends to boost its revenues to $2 billion and beyond over the rest of the decade
    LRTV Huawei Video Resource Center
    Interview With Bill Zhang, Director of SoftCOM Product Management, Huawei

    12|15|14   |   2:50   |   (0) comments


    Bill Zhang elaborated on Huawei's open philosophy in NFV solution development and network architecture design at the SDN & OpenFlow World Congress 2014.
    LRTV Huawei Video Resource Center
    Event Highlights: Huawei at SDN & OpenFlow World Congress 2014

    12|15|14   |   3:43   |   (0) comments


    Huawei joined the 2014 SDN & OpenFlow Congress as one of the key sponsors and contributors. At the event, Huawei reinforced the openness and flexibility of its network infrastructure strategies, and provided updates on its SDN and NVF innovations. Through participations at the exhibitions, forums and speeches, Huawei encouraged the industry to "think bigger and ...
    LRTV Interviews
    How Cable Biz Services Hit $10B Mark

    12|12|14   |     |   (1) comment


    Cable operators reached $10 billion in annual business services revenues by delving deeper into their vertical markets and expanding beyond the smallest firms.
    LRTV Documentaries
    Mediacom Aims to Test Connected Tractors

    12|11|14   |   05:07   |   (3) comments


    Cable business service provider is taking its services to the 'agribusiness' sector in partnership with farm equipment specialist John Deere and is getting involved in Gigabit Cities developments.
    LRTV Interviews
    TWC Business Looks Beyond $3B

    12|10|14   |     |   (0) comments


    TWC Business Services chief Phil Meeks explains how his unit has reached $3 billion in annual revenues and what its plans are for next year.
    Upcoming Live Events
    February 10, 2015, The Westin Peachtree Plaza, Atlanta, GA
    March 17, 2015, The Cable Center, Denver, CO
    April 14, 2015, The Westin Times Square, New York City, NY
    May 6, 2015, McCormick Convention Center, Chicago, IL
    May 13-14, 2015, The Westin Peachtree, Atlanta, GA
    June 9-10, 2015, Chicago, IL
    Hot Topics
    T-Mobile, BlackBerry Flirt With Reuniting
    Sarah Reedy, Senior Editor, 12/17/2014
    1-Gig: Coming to a Small Town Near You
    Jason Meyers, Senior Editor, Gigabit Cities/IoT, 12/17/2014
    Comcast Launches 4K Streaming Service
    Alan Breznick, Cable/Video Practice Leader, 12/18/2014
    US Carriers, You're Going to Cuba!
    Mitch Wagner, West Coast Bureau Chief, Light Reading, 12/18/2014
    T-Mobile Lights Up 27 Wideband LTE Cities
    Sarah Reedy, Senior Editor, 12/15/2014
    Like Us on Facebook
    Twitter Feed
    Webinar Archive