HP recently announced that DTAC, one of Thailand’s largest mobile operators, is deploying HP Next Generation Operations Support Systems (HP NGOSS) to reduce internal costs, speed delivery of revenue-generating services and improve service quality.

By using HP NGOSS software solutions to automate key network and service management processes, DTAC will be able to transform the customer experience and increase customer loyalty.
DTAC’s decision to deploy HP NGOSS solutions was based on a strategic analysis of its business and operational needs done with HP Solutions Consulting Services.

“DTAC’s primary goal is to provide a rewarding experience for our 19 million customers, and HP is an important partner in that effort,” said Tore Johnsen, chief executive officer, DTAC. “The HP blend of consulting expertise and software solutions is helping DTAC develop the NGOSS environment we need for our network and our customers.”

When the HP NGOSS solutions are deployed, DTAC customer care agents are expected to be able to resolve 70 percent of complaints on the first call, thus enhancing the customer experience and reducing operational costs.

“Mobile operators like DTAC can drive down costs and improve quality of service with a highly automated OSS,” said Erwan Menard, vice president and general manager, Communications and Media Solutions, HP. “With HP, DTAC can manage the customer experience proactively and achieve high levels of service assurance – in essence, solving problems before they occur.”

HP consulting service identifies optimum NGOSS solutions
HP Solutions Consulting Services helped DTAC examine business and customer strategies to determine the optimum OSS organization, process and solutions set. To help select the right course, DTAC took advantage of HP COSMOS, a repository of methodologies, best practices and intellectual property gained from more than 400 OSS deployments worldwide. HP Solutions Consulting Services provided project governance throughout the deployment.

Specific HP NGOSS solutions that DTAC is deploying include:
• HP TeMIP – detects problems, creates alarms as needed and ensures prompt resolution. A highly automated fault-management solution, HP TeMIP helps maximize DTAC network availability. Coupled with HP Network Node and HP Operations Manager software, HP TeMIP provides a single view of all elements in telephony, IT and IP networks.
• HP Performance Insight – monitors performance throughout the DTAC network and adjusts capacity and resources dynamically.
• HP Service Manager – reduces time-to-repair with a consistent and highly automated problem resolution process. HP Service Manager provides a telecom-specific trouble ticketing system that manages all network incidents, help desk issues and customer requests and complaints. It features a single view of the entire trouble ticketing life cycle and an efficient work-order management capability.
• HP Universal Configuration Management Database (uCMDB) with Telecom Service Model – helps DTAC know which mobile customers are affected by incidents. HP uCMDB provides a service inventory function as well as a repository for all recorded incidents. This innovative approach brings uCMDB into the mainstream of OSS for better integrated service management processes.

For customer experience management, HP is providing the HP Service Quality Management solution, which will enable DTAC to monitor and proactively manage the delivery of mobile services, including voice, messaging and data.

HP Service Quality Management will be coupled with touchpoint, an offering from Dublin, Ireland-based Arantech, to help DTAC address problems even before a customer complains. The two solutions enable DTAC to monitor customer problems relating to network access, handset protocols and other probe-oriented measuring points, as well as network and service-level problems.

More information on the HP Next Generation OSS portfolio is available at www.hp.com/go/ngoss.

About DTAC
Total Access Communication Public Company Limited (DTAC) is one of the leading mobile operators in Thailand. Founded in August 1989, DTAC has played a leading role in the local mobile telecommunication market, gaining considerable brand presence and market share. It delivers high quality, excellent value and innovative services to customers.

About HP
HP, the world’s largest technology company, simplifies the technology experience for consumers and businesses with a portfolio that spans printing, personal computing, software, services and IT infrastructure. More information about HP (NYSE: HPQ) is available at http://www.hp.com/.