Covering BICS Needs in High-Quality Telecom Operations Service

Business Challenge 

Being an innovative market leader, BICS needs to ensure their customized business solutions are supplied with timely, reliable and efficient support and services. The European domestic IT services market could not satisfy the growing needs of the large telecom provider. Another critical factor was the lack of reliable IREG testing vendors. BICS started looking for the suppliers of the Telecom Operations Services among the existing outsourcing companies, but were unable to find an IT vendor they could trust until in 2010, they came across Infopulse (now part of Tietoevry Create) and Tietoevry Create. 

Solution  

Having met extremely tight deadlines, we emerged with a tailor-made Core Network Services solution completely committed to the BICS processes, standards and procedures, satisfying all the business and user demands expressed by BICS. 

The Telecom Services provided to BICS are the following: 

• Network Service Fulfillment: Roaming Hub and Voice/VoIP provisioning, managing customer interaction, managing voice customer interconnection lifecycle, fixed services design, validating Service Fulfillment, executing SDH interconnections set up and tests and more. 
• Network Service Assurance: Setting up and running a 24/7 Tier1 and Tier 2 specialized telecom services support. Constant monitoring of international carrier network & services (Voice switching VoIP and TDM, SS7 Network, International data roaming, SMS/MMS traffic, etc.). 
• Network Quality of Service: Proactive monitoring of voice traffic, handling and fixing network issues faster than the BICS customers react; proactive rerouting activities; spam, FAS, direct loops detection; CLI delivery issues treatment, etc. 
• IREG testing: To ensure reliable roaming service between operators.  

Technologies & Tools 

• MM4 
• STDM ISUP 
• MTP 
• TCP/IP networks 
• Mobile Roaming 
• SMTP 
• Siemens STP 
• TDM 
• CAP 
• SNMP 
• Sigtran 
• MAP 
• Sonus 
• VoIP via SIP (TDM) 
• STDM ISUP 
• Veraz and others 

Business Value 

We make sure BICS receives: 

• Tailor-made, unique Telecom Operations services, including superior quality IREG testing 
• High flexibility, fast implementation and support, improved time-to-market 
• Structured (layered) operation and 24/7 customer support (Tier 1 and Tier 2) 
• Customer satisfaction with Tier 1 and Tier 2 support exceeds 94%, with overall satisfaction reaching 96% 
• Proactive support of client requirements: see the problem before the customer does 
• Increased revenue due to proactive actions as compared to what could be earned without the QoS team 
• A reputation as a reliable Telecom partner due to the world-class quality of telecom solutions.  

Our main focus is to provide our customers with the highest levels of quality, reliability, and interoperability. Therefore, we always pay close attention to the testing of all our services. In order to sustain the growth of our business, BICS has been looking to extend its capacity in IREG testing and to combine this with pro-active maintenance tasks in the network. After the comparison of several options, BICS decided to extend the existing relationship with our partners to this area. The main drivers for this decision have been the flexibility and understanding of our needs by our partner, and the quality and cost of the resources we found. The first six months of our collaboration confirmed that the choice we made was a good one.

- Ronald Ballet, Director of Strategic Partnerships & Outsourcing