Summary

Convergence: User Expectations, Communications Enablers and Business Opportunities offers a user-centric and business-oriented analysis of the rapidly changing communications industry. Clear summaries of key technology areas provide the backdrop for an extensive analysis of the expectations set by users and the challenges and opportunities this presents to companies. The process of convergence is characterised by complex interactions between different technical fields, business areas and end-user relations, where traditional telecommunications services, internet-based services and media broadcast services are blending into a continuum of rich new offerings. With these changes the existing hardwired links between user services and specific industry segments are rapidly dissolving. Presents guide to end-user market trends and expectations Includes models and analysis of new industry structures and dynamics Contains comprehensive discussion of innovation as a business driver Provides wide range of references to reflect the cross-disciplinary scope of convergence Offers motivation and suggestions for refocus of key business strategies Convergence bridges the fields of business, economics, technology and social studies and analyses business models and practices from across a range of industry segments. The wide scope makes the book an ideal text for technically-minded executives, business-oriented engineers and anyone with an interest in the intricacies of the convergence triggered market changes.

Author Biography

Noman Muhammad works at Nokia Siemens Networks as a Solutions Manager for their Customer and Market Organisation in the UK. He works closely with service providers on IP Multimedia Subsystems (IMS), fixed mobile convergence, mobile packet core and value-added services. Noman has a Masters degree in Telecommunications Engineering (Networking) and a first degree in Electronics and Communications Engineering. His 10-year career working in the telecoms and Internet industries has included positions in services product development, end-to-end network planning, mobile services development and web solutions development.

Christian Saxtoft currently works as a Senior Process Architect in Nokia Siemens? Networks' SW Business Development and Strategy group. He obtained a Ph.D. with a dissertation titled 'Telecommunications Network Architectures' as well as an MBA in Strategic Business Planning. During his 15-year career in the telecoms industry, Christian has held various R & D, marketing, sales and management positions at British Telecom, Alcatel, Tellabs and Nokia. His research interests include operator processes, strategic planning and convergence, and some of his work has featured in recent telecoms white papers.

Davide Chiavelli works in the Consulting & System Integration group of Nokia Siemens Networks as a Product Manager for their Service Optimisation / E2E Consultancy. He has a 'Laurea in Ingegneria' degree from the Politecnico Milano in Italy. Davide has worked in the telecoms industry for more than 12 years; first in R&D planning for the Telecom Italia Group, and later at Nokia in Senior Network Planning, Programme Management and Product Business Management roles. Davide's main interests include service optimisation, E2E and the translation of technical problems into their financial equivalents.

Introduction	p. xiii
List of Abbreviations	p. xix
Experience of the End-User	p. 1
Communications in a User Perspective	p. 3
History of the Communications Services Users	p. 4
The 'Long Tail'	p. 6
A Fragmented User Community	p. 10
Knowledge: A Human Resource	p. 11
Summary	p. 15
References	p. 16
The Convergence Culture Square	p. 17
Different Dimensions to Convergence	p. 17
Social Changes	p. 19
Consumer Production	p. 19
A Participatory Culture	p. 20
Convergence in Thinking	p. 23
Change Management Challenges	p. 24
Value Perception	p. 25
Management of User Expectations	p. 26
Terminal-Based Services	p. 28
Summary	p. 29
References	p. 29
Convergent Business Models	p. 31
Market Trends and Predictions	p. 33
Towards End-User Focus	p. 33
Changing Patterns in the Communications Industry	p. 34
Classification of CSPs	p. 35
User Behaviour	p. 36
Important Market Characteristics	p. 37
Value Systems in the Communications Industry	p. 39
Sustainable Competitive Advantage	p. 41
Brand Value	p. 41
Psychological Factors that Influence Consumers	p. 43
End-User Influence on the Value System	p. 44
Value Grid in the Communications Industry	p. 45
Summary	p. 48
References	p. 48
Structures and Strategies	p. 51
The Competitive Environment	p. 51
Diminishing Control	p. 54
Web 2.0-Driven Business Models	p. 55
The Sphere of Influence	p. 57
User Expectations	p. 60
Advertising	p. 64
Contents-Sensitive Advertising	p. 65
User Privacy Versus User Benefits	p. 68
Respect for the User	p. 70
Summary	p. 71
References	p. 72
Strategic Opportunities	p. 75
Generic Business Strategies	p. 76
Quality Versus Cost: A Trade-Off	p. 78
'Lean Operator' and Beyond	p. 81
Summary	p. 82
References	p. 83
Technologies and Services	p. 85
Enabling Technologies	p. 87
Core Network Technologies and Systems	p. 88
IP Multimedia Subsystem	p. 88
Service Delivery Framework	p. 91
Access Network Technologies and Systems	p. 92
Fixed-Line Access	p. 92
Wireless Access	p. 94
Consumer Products	p. 97
Mobile Terminal Evolution	p. 98
Home Entertainment Hub	p. 99
Summary	p. 101
References	p. 102
Convergent Services and Systems	p. 103
Services on Mobile Terminals	p. 104
Television and Video Services	p. 106
IPTV	p. 106
Internet Video	p. 108
Mobile TV	p. 108
Digital TV Broadcasting	p. 109
Other Convergent Services	p. 110
Music Downloading	p. 110
Radio Listening	p. 111
Fixed-Mobile Convergence	p. 111
Summary	p. 113
References	p. 113
Business Processes in Convergent Communications Markets	p. 115
Management of Convergent Services	p. 117
Enterprise Software Environment	p. 118
Customer Relationship Management	p. 120
Enterprise Resource Planning	p. 122
Operations Support Systems	p. 122
Business Support Systems	p. 124
Enterprise System Integration Challenges	p. 124
Enterprise Architecture Frameworks	p. 126
Service-Oriented Architecture	p. 127
Enterprise Process Optimization	p. 129
Telecommunications Process Framework	p. 129
IT Process Framework	p. 131
Cross-network Optimization Challenges	p. 132
Process Mapping	p. 135
Simplified Process Loops	p. 136
Methodologies for Business Process Optimization	p. 139
Business Process Management	p. 140
BPM Automation	p. 142
Summary	p. 142
References	p. 143
New Business Opportunities	p. 145
The Network - a Managed Dynamic Business Asset	p. 145
Business Opportunity Management	p. 146
A Business Management Paradigm Shift	p. 147
Business Data Requirements	p. 148
Knowledge Based Organisations	p. 149
Scarcity of Network Capacity	p. 151
Scarcity of Service Innovation	p. 153
Scarcity of Customer Attention	p. 157
Scarcity of Business Evolution	p. 158
Opportunities in Outsourcing	p. 161
Summary	p. 162
References	p. 163
Management of User Expectations	p. 165
Mobile Terminals and Convergence of Services	p. 166
Control of End-User QoE	p. 167
Terminal Characteristics and User Preferences	p. 170
CSP Crossroads	p. 174
Summary	p. 175
References	p. 176
Billing and Convergent Charging	p. 177
Convergent Charging System Architecture	p. 178
Hybrid Tariffs	p. 180
Mobile Payment	p. 181
Standardized Charging and Billing Frameworks	p. 182
Data Sources in Charging and Billing Systems	p. 183
Charging Data	p. 183
Billing Data	p. 184
Summary	p. 185
References	p. 186
Convergence and Beyond	p. 187
Innovation and New Opportunities	p. 189
Categories of Innovation	p. 190
Scope of Innovation Processes	p. 190
Depth of Innovation Processes	p. 191
Methods to Facilitate Innovation	p. 192
Execution Processes	p. 193
Creativity Processes	p. 194
Innovation Frameworks	p. 195
Theory of Inventive Problem Solving	p. 196
Organizational Challenges	p. 198
Convergence of Experience	p. 199
Human Interfaces	p. 199
Social Networking	p. 200
Future Trends	p. 201
Beyond Web 2.0	p. 202
Crossing the Line	p. 203
Summary	p. 205
References	p. 206
The Future of Communications	p. 207
A Different Paradigm	p. 208
Changes to the Value Chain	p. 209
Convergence Culture	p. 214
The New Challenges	p. 215
The Competence Trap	p. 215
Eight Primary Challenges and Opportunities	p. 217
Overview of Challenges and Opportunities	p. 221
The New Horizons	p. 222
Summary	p. 223
References	p. 223
Index	p. 225
Table of Contents provided by Ingram. All Rights Reserved.

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