HP scores Thailand mobile OSS deal

HP said today it has won a deal to deploy a next generation OSS platform for DTAC, one of Thailand’s largest mobile operators.

DTAC credited HP’s blend of consulting services and back-office software as the key to awarding the deal. The DTAC deal is focused primarily on improving customer service – including a goal of being able to resolve 70% of customer complaints on the first call, HP said.

HP recently reorganized its telecommunications business, creating a new business unit with profit/loss accountability for telecom deals for the first time. The new HP Communications and Media Solutions Unit also did away with country-based units for an overarching focus on market-based solutions that include products, consulting and integration services.

HP’s new approach is evidenced in DTAC’s use of HP COSMOS to determine its OSS path forward. COSMOS is a repository of methodologies, best practices and intellectual property gained from more than 400 OSS deployments worldwide. Allowing innovations from across its customer geographies to flow back into the unit and benefit other customers across the business is a key goal of the reorganization, according to Joy King, director of marketing programs and communications for the new HP CMS.

Beyond that planning phase, DTAC is deploying HP TeMIP, HP Network Node and HP Operations Manager, which together provide automated fault-detection and -management by providing a single view of all elements in the operators’ telephony, IP and IT networks. Another system, HP Performance Insight, monitors performance on the network and dynamically adjusts capacity and resources. Once a problem is detected, HP Service manager reduces time-to-repair by automating the different pieces of the problem resolution process, including trouble ticketing and help desk response. Finally, HP Universal Configuration Management Database centralizes all network performance and repair data, serving as a repository for all reported incidents.

In addition to HP’s systems, DTAC is deploying a customer monitoring solution from vendor Arantech to do proactive monitoring of network handset, handset protocol and other potential network- and service-level problem spots.