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Unified Communications

A key goal for CSPs over the next 5 years is to unify customer service and communications channels in order to provide not only a single view of the customer, but also to provide unified communication, no matter what channel a customer uses to interact with a CSP whether that be on-line or via the phone. Furthermore, no matter what services the customer uses, whether mobile, fixed or data, the customer should be serviced with a single customer experience and with a single bill.

MDS solutions are built on the principle of the ‘single view’ whether that is single view of the customer, service or enabling a single and consistent customer channel experience. Creating a unified customer experience is directly tied to providing unified communication across a horizontal service layer and this in turn is a key principle in MDS solutions.