The operation support systems (OSS)/business support systems (BSS) market is growing with a considerable rate due to the growth of the telecommunications industry, rising approvals of convergent billing systems, and increasing requirement for customer care services. Rollout of next generation operation support service framework is providing ample opportunities to the OSS/BSS market to grow in the coming years.
North America leads the OSS/BSS market, but it is expected that in the coming years, regions such as Africa, Latin America, and Middle East will lead the OSS/BSS market. The expectation is due to the change in focus, by communication service providers from developed markets, thus supporting the higher competition in the developing regions. Additionally, rising cellular and internet penetration in the regions is growing the demand of the global OSS/BSS market.
Operations support system and business support system are utilized by the telecommunications service providers to manage their business economically. Telecommunications service providers use operation support systems and business support systems to manage their customer base and network. Operational deployment of accessible resources, but ensuring ideal user experience involves services of OSS/BSS such as provisioning, order management, billing, and customer relationship management. Moreover, OSS/BSS services are employed in the telecommunication industry for supporting several endwise services. Business support systems are used for business intelligence, billing, revenue assurance, managing rating, fraud management, customer management, and product management. Operation support systems are used for configuration, managing faults in the network, service assurance and, security. Furthermore, operation support systems is a network oriented system and business support systems is basically a customer oriented system.
On the basis of process type, the OSS/BSS market is categorized as operation support systems and business support systems. Operation support systems can be further subcategorized on the basis of applications as service fulfillment, network design, network monitoring, and service assurance. Business support systems can also be subcategorized on the basis of applications as product management, customer management, order management and revenue management.
Customer management solutions lead the business support systems market within the applications of business support systems and it is also expected to lead the business support systems market in the coming years also. Revenue management solution market is also expected to grow exponentially in the coming years, due to high investment in infrastructure, and decreasing average revenue per user in the rest of the world and Asia-Pacific. Communication service providers are forced to deploy high-level revenue management solutions such as collection management, billing management, and fraud management due to the rising number of fraud cases and expanding customer churn rate.
Operators in mature markets are expected to emphasize, more intently on monetization of mobile broadband data services such as hybrid accounts, social networking based plans, and customer self-provisioning plans which is further driving other areas of growth. The investment from legacy systems and more complex service support is driving the use of Software as a Service (SaaS) in the OSS/BSS industry, but still there is a need to address the issues regarding security and latency.
Some of the factors restraining the growth of the OSS/BSS market are difficulty in integration of OSS/BSS with existing systems and regulatory issues regarding OSS/BSS.
Some of the competitors in the OSS/BSS Market are Telefonaktiebolaget L. M. Ericsson, Tech Mahindra Limited, Oracle Corporation, Amdocs, Inc., Alcatel Lucent S.A., Hewlett Packard Company, Accenture PLC, Tata Consultancy Services Limited, and IBM Corporation.
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