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Telecommunications-based service provision is not just about voice but also about data, video, and other elements from the explosion of in- formation technology. Telecommunications-based service provision may include carriage, switching, and the supply and support of relevant or associated services and devices (e.g., cellular service provision and international resale, handset supply). Computer telephony integration and back-office computing aspects are largely opaque to the customers where the interface is by voice; it is the telecommunications link with the agent that is being experienced, whether that agent is human or a voice processing machine. There is anyway a strong case for putting computer telephony integration at the center of the piece.

Voice may be the primary interaction medium for many businesses, but the computer keyboard (or mouse, etc.) are often just as relevant, especially with respect to hard-wired or dial-up information services and the Internet.  The Internet can, in any case, be used for voice interactions, if only for an imperfect form of toll-skipping. The keyboard is not the only interface in use for access and manipulation of data, even in multiple media. Interactive voice response systems provide voice-text-voice protocol conversion. Already possible is small, medium, and large vocabulary voice recognition, some natural language capability, and some interaction with network browsers to reach home pages and with virtual reality agents in electronic shopping malls.

But the detail of the technology is not the defining issue. Service provision is defined by the what, not the how. Technology, especially convergence of telecommunications and computing, is only part of the overall story. Service providers link customers to the substance of entertainment, education, culture, shops, and information databases of other kinds. The figure indicates that the information market place comprises two main classes of player: owners of content and gatekeepers of customers.

Value Chain of Telecommunications-Based Service Provider

All enterprises can be characterized as a value chain. The value chain is the starting point in describing processes and their interaction, as shown in the figure below. Enterprises have inputs from suppliers. They do things to the inputs, then supply the outputs to customers. The difference in the value of the outputs and the costs of acquiring and processing the inputs provides a margin to acquire and maintain working capital, reward stakeholders, and pay taxes.

Service providers should concentrate on: 

• Strong sense of direction to guide it through change; 
• Sound competitive proposition that is well-understood; 
• Speed in taking products to market; 
• Skilled, committed people empowered to work for their customers; 
• Systematic but flexible processes and tools that save time; 
• Superior teamwork. Clear roles and responsibilities.

Delivering a competitive service provision  proposition requires a sound understanding and practical application of the following process areas: creating products, obtaining orders, implementing orders, and delivering continuing service. These primary activities need to be thoroughly integrated and supported by the organization; there must be continuous communication to align the interests and expectations of customers, suppliers, employees, and funds providers.

ISS remains focused on the tasks entrusted and are alert and flexible throughout the engagement in order to develop a mutually acceptable, understood, and normalized journey. Our approach will be based on first-hand experiences and established, well-proven methodologies. This has successfully contributed to long-term client relationships and improved customer satisfaction and financial results for our clients.

Telecommunications is not the shrink-wrapped, Styrofoam-packed, drop-ship commodity business. It is a business based on people, processes, and complex service delivery systems, all of which must perform consistently, and consistently well, time and time again, each and every time a new service is sold.