Telecommunications

May 17, 2006
Data handling is key to next telecom leap

Tom White

If mobile networks can provide efficient and secure services they will conquer the world.

NEW DELHI -- Ever since the invention of the telephone, testing and data management have been crucial for success – from the engineers who made sure circuits worked for the first phone calls, through to the complex systems deployed in 3G networks today.

The telecommunications industry is now on the edge of a revolution that will see sophisticated data manipulation and reporting techniques applied to every aspect of telecom companies’ business – from relationships with individuals subscribers through to large corporate accounts, and management of network itself. The implications of this revolution are every bit as significant as the first GSM text message sent by Motorola engineers in 1992, or the first satellite phone calls in the 1960s. And just like those earlier breakthroughs, we have yet to fully realise what would the improvements in data collection and management mean for the telecoms industry as a whole.

Mobile network operators have performed brilliantly in selling the advantages of mobile telecoms to the public, so much so that there will soon be more mobile devices in man European countries that there are people. These devices possess true 21 st-century sophistication, with the capability to download e-mail, voice mail and data services such as presentations, video clips and Internet access.

Traditional voice services look Neanderthal next to today’s super-capable devices, with network statistics from all providers suggesting an increasing take-up of new services as consumers become familiar with the power and range of their mobile phones and PDAs. So far so good! Now the industry must satisfy and retain its increasingly sophisticated customer base. If today’s average customer expects to make voice calls, send text messages and access e-mails via mobile device, then the average customer 10 years from now would expect to deal in their share portfolio with 100 percent accuracy over the network; video conference with their families from 8,000 miles away, and edit sales presentations and send them to customers with fully-encrypted security.

Technically, today’s devices can cope with all of these functions in terms of processing power and memory capacity. Now certainty, security and speed – the qualities that will enable commercial transactions across the mobile network are coming into focus. The integrity of data transfer between mobile devices and the network must come as close as possible to broadband Internet’s standards if consumers are to realise their mobile devices’ potential. What’s more, both consumers and the organisations that deal with them – from stockbrokers through to mortgage lenders, insurance companies and e-commerce outfits will expect 100 percent security of transaction and processing. They will also expect these services to be delivered quickly and efficiently, just as they are today over broadband connection.

Concept of service shifting

The key to delivering services more quickly and with 100 percent security is innovative data management. Once upon a time, good data management meant a green light on all network operations systems and the knowledge that a service could be provided. Now it means constant measurement of the quality of delivered services – right down to the level of service received by an individual handset, anywhere on the network. The concept of service in the telecom industry is shifting from servicing and managing a network to managing the experience of individual customers and groups of customers.

The benefits of this customer-centric service management model are immense. Consumers will be able to access and send encrypted data across the mobile network, enabling a wide range of financial and other services in a completely secure environment. Telecommunications operators will be able to increase the amount of time people spend on their network as the range of uses for mobile devices widens – and increase their revenues and profitability in the process. Finally, the companies offering services across the network to consumers will also see their revenues soar. Better data management will enable the telecom network for e-commerce and could be the second phase in the e-commerce revolution that began six years ago with the provision of faster, safer Internet access by ISPs.

Best is yet to come

Customer-centric service management will mean that problems experienced in the delivery of services to an individual handset can be resolved quickly and effectively. Large corporate customers for mobile telephony could see how their subscribed services are being used, by location, handset and service, as well as having access to accurate measurement on network performance that will demonstrate the value for money they are receiving from their network service providers.

As telecom service providers implement services, advance data management techniques will enable customers to access faster and more secure operations across the mobile network. These would also allow better reporting and management of faults. Despite all that we have seen so far, and all that is remarkable in today’s telecom industry, there can be no doubt that the best is yet to come.

(The author is president, OSS Group, Agilent Technologies Inc.)