Rethink Telecom Service Optimization
Right-sizing network capacity, adjusting mobile plans and negotiating more cost effective rates with carriers and service providers are the typical telecom service optimization tactics employed by organizations, telecom expense management (TEM) vendors and wireless mobility management (WMM) vendors. Quantity and cost are the main variables that have historically driven optimization activities and the primary focus has been on correcting or improving service-to-cost performance using trailing consumption and usage patterns. The telecom services landscape is changing, though, and change in the types of services being used and the way in which they are used dictates that organizations should rethink optimization activities to include business-driven use cases as the third variable in the equation.
A mobile-, application- and UC-driven workforce interacts with telecom services differently than in the past. Users have several modes of communication available and consumption of each mode varies. Understanding what telecom services are available, how they are used and why they are selected over other available options is required to baseline demand against optimization opportunity. For example, many organizations have several web conferencing and audio conferencing platforms. WebEx, GoToMeeting, Google Hangouts and Skype for Business may coexist across an organization. Users may have access to one or more of these services and they may select them based on different communication criteria.
Understanding how and why each service is used allows usage models against business-defined use cases to be established. These usage models enable ‘conscious optimization’ – optimization with full consideration of all telecom services, systems and applications against user and business use cases. This new approach expands the scope of understanding about the services being optimized and improves the accuracy of optimization recommendations to achieve desired business results.
Timothy C. Colwell is a telecom management industry thought leader exploring the impact of technology as a business accelerator and social capital enabler.