The past few years I noticed more and more conventional OSS functionality shifting towards the BSS layer. With SDN and NFV the configurable network components are at the fingertips of the customer so it may be time to identify the rise of the Customer Support System.Anyone sharing this idea?
@Saad Ullah Sheikh to address your question about which 'layer' CSS should belong to, I think @Sorin Gatea raised an interesting point about "CSS groups under the name all the processes and components that would relate to Customer Interaction". So to me, 'CSS' is not about a specific architecture layer but a grouping exercise to identify the capabilities that need to be supported within the BSS (e.g. ML) and enablement within both the BSS & OSS (e.g. data analytic) to support the goals.
This will help sorting out the responsibilities within the ecosystem and the inputs/outputs required to achieve superior customer experience. We have done similar analysis of SLA management for Cloud ecosystems several years ago I think the motivation were along the same lines - i.e. what are the responsibilities of the "Customer Facing" CSPs and what information and upstream/downstream interactions required to support this customer facing role.
p.s. There are some substantial work from the TM Forum on Customer Experience Management (CEM) in the last few years, they also work with the ZOOM project to assess the impact of SDN/NFV on CEM. Couple reference links:
my point of view:
- As I expressed it, the naming discussion is not the important one, one can easily invent names.
- Nevertheless, there is some value in the point Steven made, namely that adressing a Customer-centricity perspective on the same level as Business (Process) support and (Network/Service) Operations is key: Customer experience is shaped by the Digital Players with whom CSPs compete, regardless of internal processes or service technology
This important point should be (and is) addressed by the TMForum, especially in ODA. In my understanding, the objective of this is to go beyond eTOM, TAM, SID in that a standardized (logical) architecture shall be defined by the TMF, including standardized functional placement. As with all standards, this aims to improve interoperability and reusability in different contexts.
And for this objective, the definition of the architecture domains (Engagement, Party, Core Commerce etc.) is quintessential, and therefore it is a relevant question where to locate Customer-centricity, aka CSS (or ISS in my old terminology).