Do we understand the meaning of convergence?

The communications industry is rife with vendors promoting their convergent systems. Technology aligned, all working smoothly, hand in hand. But is this so commonly used word, convergent, merely a buzzword?

Converge is defined as to ‘come together from different directions so as eventually meet.’ So do the systems that are implement into communications providers operations really converge with the existing systems in place? Or is the truth that they simply run in parallel?

I don’t think we should trivialise the importance of convergence here. Creating the competitive differentiation that a converged system allows is in every operator’s best interest. Convergence enables a joined up approach to customer service, more efficient call handling, and minimising billing and order errors.

But very few operators’ systems are really convergent. Many are ‘window dressed’. New systems on top of old, trying to disguise the disorganisation underneath. But the systems only work in parallel and are not often integrated. This can be beneficial in the short-term and helps speed up processes, but as more technologies and services are added complications will become apparent.

The long-term objective should be to converge all BSS systems. This will limit the support needs and issues faced by IT teams, as well as providing a wealth of knowledge to marketing and customer support teams, so service can be enhanced.

Systems must ‘come together from different directions so as eventually meet’ in order to stay competitive in this dynamic communications industry.

To read more about operator convergent strategy, read CoralTree’s latest Insight report: “Convergent strategy or conflicting goals?” by visiting our website: www.coraltreesystems.com/insights-papers

This blog was written by Natasha Geldard, Head of Marketing, CoralTree