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Convergence, understood as the coming together of communications, software and content technologies, is rapidly becoming an accurate characterization of the current business environment. Companies seeking competitive advantage are beginning to look deeper, to the customer-centric capabilities that are enabled by convergence, and to the types of customer experiences that must be delivered. Customer-centric convergence cannot happen, however, as long as customer data resides in siloed data stores. Typically, the operations support system, business support system and network functions are generally managed independently, resulting in non integrated sets of customer data.
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