OSS (Operational Support Systems) Software (occasionally hardware) applications that support back-office activities which operate a telco’s network, provision and maintain customer services. OSS is traditionally used by network planners, operations, architects, support, and engineering teams in the service provider. Increasingly product managers and senior staff under the CTO or COO may also use or rely on OSS to some extent. BSS (Business Support Systems) Software applications that support customer-facing activities. Billing, order management, customer relationship management, call centre automation, are all BSS applications. BSS may also encompass the customer-facing veneer of OSS application such as trouble-ticketing and service assurance – these are back-office activities but initiated directly by contact with the customer. OSS/BSS Structure Communication between OSS and BSS Apart from service assurance activities being cross-OSS-BSS processes, there are as m
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