EDS Communications, Media & Entertainment Industry Leaders Publish Book
04 Dec 2006
New Book Available For Purchase
Delivering Superior Service – Reshaping the Communications Service Enterprise, a new book published by the EDS Global Communications, Media & Entertainment Industry team, features a series of thought-leadership papers on how Communication Service Providers (CSPs) can manage complex issues to achieve fundamental goals.
The EDS Global Communications, Media & Entertainment Industry team has compiled a series of viewpoint papers that address the multiple issues enterprises in the communications industry are facing. The team published these thought-leadership papers in a book, Delivering Superior Service – Reshaping the Communications Service Enterprise.
The primary objective for writing this book was to present our consolidated views on how Communication Service Providers (CSPs) can manage complex issues to achieve three fundamental goals: systematic cost containment, a superior customer experience and sustainable revenue growth and customer loyalty.
Business transformation is an imperative for many CSPs. With convergence becoming a reality, CSPs need to provide innovative next-generation data services to meet customer demand and to increase the revenue stream. Mobile lifestyle services and Internet Protocol TV (IPTV) are examples of next-generation offerings targeted to consumers. Voice services bundled with workplace management, IT infrastructure hosting and managed contact center technologies are targeted to the business segment. To deliver these types of services successfully, a CSP needs to make an investment in transformation.
There are many barriers CSPs need to overcome in order to make this transformation a success. Legacy IT systems are difficult and costly to manage, impeding speed-to-market. Mergers and acquisitions have created a duplication of business functions and IT systems, thus adding complexity. When developing new services, providers often focus mainly on technical issues. As a result, the end user's experience with the product or service might be less than positive. As a CSP enters the Information Communications Technology (ICT) market, it needs to work with partners to acquire new skills through ecosystems that cover the entire required skill sets, from product development to sales to delivery.
The authors believe CSPs can offer a superior customer experience and build customer loyalty by going to market with products and services quickly and efficiently. But to do so, CSPs must commit to a transformational journey that will ultimately result in customer satisfaction and revenue growth. This book provides CSPs with insights on the steps needed to achieve transformation to not only survive, but also to thrive in this new dynamic marketplace.
Here is what industry experts have to say about the book:
“An outstanding compendium of thought leadership on the many issues facing the converging telecom, media and entertainment industries. A ‘must read' for those organizations and individuals who wish to succeed in this new, dynamic marketplace.”
Rich Nespola, Chairman and Chief Executive Officer, TMNG Global
“The global telecom industry is changing faster than ever as convergence becomes reality. This book is essential reading for anyone wanting to prosper in that whirlwind.”
Keith Willetts, Chairman and Chief Executive Officer, TeleManagement Forum