Changing Business Strategies Underscore the Value of Customer Service Assurance (CSA)

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This report defines the relationship between Customer Experience Management (CEM) and Customer Service Assurance (CSA) within the communications industry. It explains some of the business problems that exist today and outlines the basic features a CSA solution must possess to successfully support a CSP's customer and service-centric business strategy. It also shows how one supplier-Telcordia-is working to address the CSA challenges of today.

Table of Contents

Changing Business Strategies Underscore the Value of Customer Service Assurance (CSA)SPIE 2009 #36 - October 2/2009IntroductionCustomer Experience Management - More Than a BuzzwordWhy CSA Is Finally Getting AttentionTelcordia's Service Director SolutionUp Next – Telcordia Service Director Combines with Real-Time ChargingStratecast - The Last WordAbout Stratecast




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