OSS (Operations Support Systems) and BSS (Business Support Systems) are two IT systems that support various telecommunications services. These systems are made up of hardware and software tools and, ultimately, are at the centre of network operations and services. Below we unpack what these two systems are, the difference between the two and answer the question, “How do OSS and BSS ensure network and operational efficiency?”
What are OSS and BSS in Telecommunications?
To understand the importance of OSS and BSS within a Telco network, it’s essential to understand what these systems are and how Telecommunication Operators use them.
What is an OSS?
An Operations Support System (OSS) is a suite of tools crucial for network management, ensuring seamless operations from service provisioning for customers to pinpointing and resolving issues through fault management. OSS also maintains a comprehensive network inventory, keeping track of all vital infrastructure assets. It is the backbone for telecom providers, managing the entire network. OSS technology is specifically used to support network planning, provisioning, service fulfilment and assurance.
OSS allows a Telco to manage several operational functions, for example:
- Network Management: This involves constantly monitoring and controlling the network infrastructure to ensure it operates smoothly. It’s about keeping a watchful eye on performance and capacity.
- Fault Management: This is about proactively identifying and quickly resolving any network issues that arise. The goal is to minimise downtime and disruption for users.
- Service Assurance: This ensures the quality and reliability of network services delivered to customers. It’s about meeting service level agreements (SLAs) and maintaining a high standard of performance.
- Service Provisioning: This handles the activation and configuration of new services on the network for individual customers or businesses. It streamlines the process of getting new offerings up and running.
- Network Planning and Design: This involves the strategic planning and designing of the network infrastructure to meet future demands and technological advancements. It lays the groundwork for scalable and efficient operations.
- Inventory Management: This is about meticulously tracking and managing all network resources, from hardware to software licenses. Knowing exactly what assets are available is vital for efficient operations and planning.
What is BSS?
Business Support Systems (BSS) is various software programmes that assist Telcos in managing and streamlining crucial customer-facing services. This includes robust Customer Relationship Management (CRM), efficient billing and invoicing, and streamlined order management. Ultimately, BSS helps drive revenue management by optimising customer experience and financial performance.
BSS allows Telcos to oversee and streamline customer-related activities, for example:
- Customer Management: Managing customer data, building relationships, and providing customer support, which includes handling inquiries, complaints, and service requests efficiently.
- Billing and Revenue Management: Calculating and collecting revenue from customers, encompassing everything from usage-based billing to subscription management and fraud detection.
- Order Management: Processing customer orders for new services, ensuring a smooth and accurate transition from initial request to service activation.
- Sales and Marketing: Generating leads, managing sales channels, and marketing products and services, aiming to attract new subscribers and retain existing ones through targeted campaigns.
Product Management: Managing the lifecycle of products and services, from their initial conception and development to their launch, evolution, and eventual retirement.
What's the Difference between OSS and BSS?
The difference between OSS and BSS is that OSS is the back-end support system behind all the operational activities within a mobile network. OSS focuses on managing the network and its services. On the other hand, BSS is the front-end or customer-facing system that ensures the customers have a great customer experience across all operations. The key difference lies in OSS managing the “how” of service delivery and BSS handling the “who” and “what” for the customer.
They key differences between these two systems:
How OSS and BSS Work Together for Telcos
OSS and BSS work seamlessly together to deliver services. When a customer orders a service via BSS, the information flows to OSS for automated processes like network provisioning. This collaboration ensures efficient service delivery and accurate billing, ultimately leading to revenue realisation. These roles are essential to the functionality of the network and its operations and are necessary for providing excellent customer service.
For example, an OSS can onboard customers to a network and ensure connectivity. The BSS will then ensure that the customer is billed correctly and provide them with information related to personalised offers and promotions that meet their needs.
Both software solutions also add a layer of security to the network. For example, an OSS can detect outages in the network and mitigate this by ensuring that customer connectivity is maintained through redundancy within the network. Similarly, BSS can be used to attempt to stop fraudulent behaviours from customers and manage this to ensure minimal losses.
Without both systems in place, Telcos would have difficulty managing the network’s day-to-day operations and maintenance requirements. This would have a knock-on effect resulting in poor performance, delays, connectivity issues and ultimately, a negative customer experience. If this does occur, many customers are likely to churn, significantly impacting revenue and profitability.
The Future OSS and BSS
There is no doubt that both systems are necessary for a Telco’s success, but one of the many challenges is that these systems are often run in silos. The result is missed opportunities for network improvement and enhancing customer experience. What is the solution?
The answer lies in one integrated OSS/BSS solution that works with each other to ensure maximum operational efficiency within the network and the best possible outcome for customer services and offerings. When both systems are integrated or share data that can be accurately collated, valuable insight into their unique operations can be drawn, which in turn leads to a Telco having the ability to make data-informed business decisions focused on increasing revenue and growing the business.
Conclusion
OSS and BSS are imperative to enabling a successful Telco. Both of these systems aim to ensure that every aspect of the network and customer service is managed optimally and efficiently to improve customer experience, reduce churn and increase revenue. Globally we are seeing a move towards integrating both systems to create more visibility and enhance control surrounding issues or opportunities that may impact the network and its customers.
Choosing the right solutions provider is critical to this success. This is an exciting space to watch, and we are excited to see what trends emerge within the OSS/BSS space over the next few years.
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Experienced Software System Engineer with a demonstrated history of working in the information technology and services industry. Skilled in Technical Solution Design, Management and Large Scale System Integration and Architecture. Strong engineering professional with an Engineer’s Degree focused in Computer Engineering from University of Pretoria/Universiteit van Pretoria.
