Sarah Wallace focuses on service provider IT, including all aspects of BSS/OSS. She also focuses on BSS/OSS managed services, analytics, mobile commerce and mobile banking. She is particularly interested in examining how service providers will enable customers to enjoy voice, data, video, app, gaming, cloud and enterprise services while at the same time trying to survive in the competitive landscape. Prior to joining Heavy Reading, Wallace served as an OSS Analyst for RHK and as a Senior Editor for TelOSSource Magazine. She has worked as a journalist for trade publications in the call center industry and has also served as a writer/consultant in social media for global brands.