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Technological transformation and the need for accurate, fast and efficient operations have led companies in multiple industries to adopt innovative solutions for the management and support of their operations.
Among these solutions, OSS (Operations Support Systems) play an essential role in the management, control and supervision of critical infrastructures, allowing processes to run optimally and securely.
In this article, we will delve into what an OSS is, how it interacts with other business systems (BSS) and the main functionalities and applications in various industries.
What is an OSS (Operations Support System)?
Operations Support Systems (OSS) are technology platforms designed to manage, monitor and maintain networks and infrastructures in telecommunications and other industries. These systems allow organizations to supervise the performance of their networks, identify incidents, manage configurations and execute maintenance tasks, thus ensuring operational continuity and efficiency.
Thus, we can say that an OSS is an integrated set of software, digital tools and hardware designed to manage and automate the operations of a company, especially in sectors such as telecommunications, energy, utilities and banking. These systems act as the operational brain of the organization, enabling the monitoring, control and optimization of all processes, from network management and service delivery to customer care and billing.
OSS main characteristics
- Real-time monitoring: OSS collects network data in real time, allowing operators to detect anomalies, congestion and potential failures before they affect end users.
- Configuration management: Facilitates the administration and updating of equipment and node configuration, ensuring network consistency and optimization.
- Process automation: Through automation, OSS reduces the need for manual intervention, speeding problem resolution and minimizing downtime.
- Predictive analytics: Thanks to the use of machine learning algorithms and data analysis, these systems can predict potential failures, helping to prevent significant outages.
- Integration with other systems: An OSS integrates seamlessly with business systems (BSS) and other applications, creating a synergy that improves the comprehensive management of the infrastructure.
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How OSS works and key functionalities
The operation of an OSS is based on the collection and analysis of data from various sources, as well as the execution of tasks and smart contracts. This data is processed through analytics platforms and visualized in dashboards that provide a clear view of the state of the infrastructure. Key functionalities include:
- Fault detection and management: When network incidents are identified, the system alerts operators and, in many cases, triggers automated repair protocols.
- Execution of product/service additions, deletions and modifications: Automatically create the necessary actions and make changes to activate products to customers.
- Performance optimization: Through continuous monitoring, OSS allows parameters to be adjusted and the use of resources to be optimized, guaranteeing an adequate quality of service.
- Planning and provisioning: Helps plan future expansions and manage the provision of new services, aligning with market needs and customer expectations.
- Reporting and analysis: The ability to generate detailed reports and historical analysis facilitates strategic decision making based on accurate and up-to-date data.
- Security and compliance: The integration of security and compliance measures is essential to protect both the infrastructure and the sensitive information passing through the network.
These systems are designed to be scalable and adaptable, making them indispensable tools for environments requiring high availability and performance, such as telecommunications, utilities, banking and insurance networks.
OSS and BSS
While OSS (Operations Support Systems) are responsible for the operational management of the network, BSS (Business Support Systems) focus on the business and customer service side. Together, OSS and BSS form a synergy that enhances both operational efficiency and end-user experience.
Role of the BSS in the value chain
The BSS are responsible for:
- Billing and collection management: Automate and manage billing processes, ensuring that services rendered translate into accurate revenue.
- Activation and management of new channels and points of sale: From the back office to their registration (in both alternative and proprietary channels), BSSs are central to the day-to-day work of sales representatives.
- Customer management: Enable customer data management, from service activation to incident resolution.
- Marketing and sales: They provide tools for marketing campaigns, promotions and cross-selling, contributing to business growth.
Product and service management: Facilitates the creation, configuration and activation of new products, ensuring that changes are reflected both in the network and in billing.
OSS/BSS integration
The integration of OSS and BSS, known as OSS/BSS, is fundamental to achieve comprehensive and efficient management. Some of the advantages of this integration are:
- Increased operational efficiency: By unifying operational and commercial management, duplication of efforts is reduced and coordination between technical and business teams is improved.
- Resource optimization: The information shared between both systems allows a more intelligent allocation of resources and a quick response to incidents.
- Improved customer experience: The integration facilitates a complete view of the customer, enabling personalized responses and proactive attention.
- Cost reduction: By automating processes and optimizing infrastructure, operating costs are reduced and profit margins are maximized.
This combination, also known in the market as OSS/BSS, is especially relevant in highly competitive industries such as telecommunications, where agility and operational efficiency can make the difference between success and stagnation.
The best BSS for your OSS
To get the most out of OSS, it is crucial to have a BSS that complements and enhances its functionalities. Among the solutions on the market, those that seamlessly integrate both platforms, offering a unified and robust ecosystem stand out.
Customer Hub: Innovation in OSS/BSS integration
One of the benchmarks in the market is Tecalis Customer Hub, a solution that has gained relevance for its ability to manage both OSS and BSS functions. The following are some of the features and advantages of this system:
- Full integration: Tecalis Customer Hub stands out for its complete integration of operational and commercial functionalities. This allows companies to have a unified view of their operations, from service activation to incident management and billing.
- Ease of use: Its intuitive and user-friendly interface facilitates adoption by technical and commercial teams, reducing the learning curve and improving operational efficiency.
- Scalability and flexibility: Designed to adapt to changing market needs, this BSS/OSS is suitable for both small enterprises and large telecom operators.
- Support for digital transformation: With digitalization-oriented functionalities, it enables integration with artificial intelligence, data analysis and automation solutions, key elements for the digital transformation of any organization.
- Security and compliance: With a robust approach to security, it ensures compliance with international regulations, protecting both infrastructure and customer information.
Choosing the right BSS, such as Tecalis Customer Hub, translates into greater responsiveness to market demands and the consolidation of an operational and sales infrastructure that supports long-term growth.
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OSS and BSS in different industries
The implementation of OSS and BSS systems is not limited to the telecommunications sector. Their versatility and ability to manage complex infrastructures makes them ideal for a variety of industries. Some of the sectors where these systems have a significant impact are discussed below:
Telecommunications
In the telco sector, the integration of OSS and BSS is essential for:
- Mobile and fixed network management: Allows monitoring network performance, managing equipment configuration and optimizing customer service.
- Service activation: From line activation to data package configuration, automating these processes improves the user experience and reduces errors.
Resource optimization: Real-time monitoring and predictive analytics facilitate efficient resource allocation and proactive incident resolution.
Utilities
In energy and utilities, such as electricity, water and gas, OSS and BSS are used for:
- Critical infrastructure monitoring: From energy distribution to water network management, these systems ensure continuity of supply.
- Incident and maintenance management: The ability to detect faults and manage maintenance tasks in an automated manner is key to minimizing service interruptions.
- Consumption optimization: With real-time data analysis, strategies can be implemented to reduce consumption and improve energy efficiency.
Banking and Finance
In the banking and financial sector, OSS/BSS integration offers advantages such as:
- Security and compliance: Centralized infrastructure management and integration with security systems ensure regulatory compliance and protection of sensitive data.
- Transaction management: Automation in the activation of financial products and incident management contribute to improving the customer experience.
- Supporting digital transformation: The implementation of artificial intelligence and predictive analytics technologies helps to optimize internal processes and offer innovative services.
Insurance
The insurance industry benefits from OSS/BSS integration in areas such as:
- Policy management: Automation in the issuance and renewal of policies allows for more efficient administration and reduces the risk of errors.
- Customer service: By having a holistic view of the customer, insurers can offer personalized services and resolve incidents proactively.
- Risk analytics: The use of predictive analytics and machine learning helps identify trends and adjust policies according to each client's risk profile.
Other sectors
In addition to the sectors mentioned above, OSS and BSS have found application in:
- Transportation and logistics: To manage fleet tracking, monitor performance and optimize routes, ensuring a smooth and safe operation.
- Health: In the management of hospital infrastructures, monitoring of medical equipment and coordination of emergency services.
- Retail: In the integration of point-of-sale systems, inventory management and supply chain optimization, improving the end-customer experience.
Improved functionalities of operations and business support systems
The success of an OSS and a BSS lies in their ability to offer functionalities that enable companies to optimize their operations and adapt to a constantly changing business environment. The following are some of the most important functionalities:
Integration with product activation by KYC (Know Your Customer)
The Know Your Customer (KYC) process is critical in highly regulated industries such as banking and telecommunications. The integration of KYC in OSS/BSS allows:
- Automated identity validation: By integrating KYC solutions, it ensures that only verified users can be activated, reducing the risk of fraud.
- Real-time product activation: KYC-based automation of the activation process allows for a seamless transition from customer registration to service activation.
- Regulatory compliance: Ensures that companies comply with local and international regulations, avoiding penalties and improving customer confidence.
Electronic signature and digitization of processes
The electronic signature is another key functionality in the digital transformation of operations. Its integration into OSS and BSS systems facilitates:
- Agility in document management: The digitalization and electronic signature of contracts, agreements and other documents eliminates the need for manual processes, speeding up administration.
- Security and authenticity: The digital signature offers high levels of security, ensuring the integrity and authenticity of the information.
- User experience: Customers benefit from fast and smooth processes, improving satisfaction and retention.
Interactive kiosks and self-service points
Interactive kiosks have become essential tools in various sectors, especially in retail, banking and telecommunications. Their advantages include:
- Immediate access to information: They allow users to check the status of their services, make payments or manage incidents autonomously.
- Reduced burden on call centers: By offering self-service options, pressure on call centers is reduced, allowing staff to focus on more complex tasks.
- Intuitive interface: These interactive points are designed to provide a simple and effective user experience, facilitating navigation and interaction with the system.
Commissioning and payment platform
Tecalis is responsible for managing your entire commissioning system, covering partners, business partners, distributors and agents, with the commitment to optimize and automate the entire process of payments and settlements. Its functionalities include:
- Commissions platform: Provides advanced dashboards that allow you to sign up new partners, manage distributor relationships and consult in real time on clawback and necessary adjustments. All this translates into complete visibility of the commission system.
- Settlement and auto-payments: Integrates dynamic settlement rules with automated calculations that allow you to generate auto-invoices and manage payments efficiently. This reduces manual errors and streamlines the financial process, ensuring timely and accurate payments.
- Gamification and incentives: Incorporates advanced gamification programs that motivate the sales network. With well-structured incentives and interactive tools, it fosters commitment and stimulates the performance of distributors and agents, boosting the productivity of the entire network.
Automation and security: The automation of accounting and settlement processes frees your teams from repetitive tasks, reducing the operational burden. In addition, the implementation of RegTech QTSP tools ensures fraud protection and guarantees regulatory compliance, reinforcing confidence in the system.
Intelligent commercial catalog manager
The Commercial Catalog Manager is designed to create and manage pricing and market strategies 100% adapted and customized for each customer, channel and distributor, offering dynamic management at all times. Key functionalities include:
- Dynamic pricing and bidding: Enables real-time pricing and bidding based on market conditions. Pricers connect directly to your inputs and third-party sources to ensure that prices reflect competitive realities and market variations.
- Scaling and logics: It facilitates the configuration of scaling by range and product or service line. It also allows creating bundles and simulating commercial proposals for distributors and agents, adapting to different commercial strategies and market segments.
- Intelligent recommenders and bots: Incorporates recommendation systems that assist commercial teams in decision making. Intelligent bots analyze data and provide options to adjust margins and offers, based on customer expectations and behavior.
- Integrated Pipeline and CRM: Forget about fragmented and costly solutions. This manager fully integrates pipeline and CRM functionality, offering tracking and management of opportunities in a single platform, which optimizes communication and improves business closing.
Conclusions and recommendations on OSS/BSS
The integration of OSS (Operations Support Systems) and BSS (Business Support Systems) represents a revolution in the management of infrastructures and services in various industries. From real-time monitoring and incident management to automated service activation and digitization of processes, these systems offer crucial added value for companies seeking to optimize their operations and improve customer experience.
The deployment of solutions such as Tecalis Customer Hub demonstrates how the convergence of operational and business functionalities can transform the way networks and services are managed, bringing tangible benefits in terms of efficiency, security and scalability.