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From aligning your IT with your business needs to an end-to-end strategy for transforming your enterprise, TCS has the world-class experience and expertise that you need. Contact a consultant today.

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Hosted OSS/BSS Managed Services

 

TCS’ Hosted OSS/BSS Managed Services enables you to lower operational costs and improve productivity by taking advantage of economies of scale along with flexible operating models, which are tailored to operating hours, commercials and specific customization.

TCS’ Managed Services offer you the flexibility to focus on your core business rather than handling day-to-day operations and technology issues.

Our solution provides you with the following KPIs: 

Fulfillment:

  • Service Reconnection Order Placement
  • Time taken for Service Reconnection
  • Number of pending committed orders of previous day. 

Assurance:

  • IT Helpdesk Ticket Resolution
  • Service Desk: Call Quality Call Management.

Billing:

  • Billing timelines
  • Bill processing and formatting window cycle time
  • Number of bills in error, pending to be generated
  • Percentage of CDRs in error
  • Number of duplicate CDRs sent to billing application
  • Rating errors: Configuration accuracy at mediation
  • Lead time between design and implementation for new bill amount

Application:

  • Customer care performance
  • Response to user interface
  • Restorations<1 week data
  • Average response time to any user interface interaction within a proposed solution 

Infrastructure:

  • Incremental backup
  • Full back-up
  • Customer portal site availability
  • Order entry / CRM availability
  • Change success rate 

Features: 

  • Integrated Command Center (ICC) support containing IT Service Desk and Major Incident Management
  • Pro-active and re-active monitoring support of applications and servers through a Network Operating Center(NOC), 365/24/7 days
  • L1 Support during customers business hours for jeopardy order management
  • L2 Technical Support (IT operations) for smooth day-to-day operations and better-end customer experience
  • L3 Application Support for managing the business changes (RFCs) and tailored requirements
  • SLA management

 Benefits:

  • Best-in-class IT operations: Pre-integrated processes, systems, tools and best practices to manage IT operations effectively and efficiently
  • Improved efficiency and effectiveness with the help of ITIL V3-aligned processes
  • Reduced time-to-market with the delivery of quality IT services with speed that helps achieve business goals
  • Ability to anticipate and act on the basis of dashboards, reports, and monitoring and controlling framework
  • The availability of global subject matter experts in functional, technical and operational areas with the help of TCS’ Global Network Delivery ModelTM (GNDMTM)