Profile:Career-minded consumers• prioritize the billing and payment area• transparency regarding their account• no excessive or unexpected hidden fees

Profile:Senior, less tech-savvy individuals• initial purchase process is a deciding factor• ability to customize their service to meet their specific needs

Profile:Parents with rational mind sets• want to be in control• billing, payment and account management are most important

Profile:Young professionals• loyalty building initiatives• proactive suggestions to optimize their service plan

IMPROVE CUSTOMER EXPERIENCE - OSS/BSS IS THE KEY With the introduction of mobile broadband, new communication devices such as smart phones and the progression towards 50 billion connected devices, there are new opportunities and challenges for operators to offer new services and address the demand from consumers and enterprises.

OSS/BSS has become a strategic business resource that enables operators to quickly bring new services to market, enter partnerships, ensure quality in customer experience and increase efficiency in a very competitive market place.

According to a recent consumer study by Ericsson ConsumerLab, five touch point areas between operators and consumers stand out as very important for good customer experience. The study also shows that different consumer profiles have different needs.

Operation Support Systems (OSS)refers to processes and systems when an operator plans, builds and optimizes their network, fulfills service orders and assures high network performance.

Business Support Systems (BSS) refers to processes and systems when an operator deals with customer relation management and works with creation of service offerings and prices, takes orders, charges, bills and collects payments.

Loyalty Building• relevant promotions and campaigns• incentive programs• real-time notifications of consumption

Account management• self-service via apps, widgets and gadgets on multiple devices• real-time information and communication • self-care support for handling own account, including all products, services, and billing/payment options

Initial purchase process • personalized and differentiated offerings• quickly and smooth activation of service • best option package based on individual needs

Customer service and support• view relevant customer data on individual level • quickly resolve issues by having right information • real-time information for accurate response

Billing and payments• real-time spending control• itemized bills• delivered as e-mail, SMS, traditional paper bill