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Reply is a reference partner to Service Providers who need to move to NGOSS (New Generation Operations Systems and Software) leveraging to best of breed technology with a special focus on SLA, CEM, Inventory, Service Provisioning & Activation, Service Assurance and Service Delivery.
A service level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider. While SLAs have traditionally been a contract between a Service Provider and an Enterprise customer, the expanding value chain for new-generation services has made SLAs important for a myriad of partnerships.
Inventory systems keep track of resources used to provision service. These resources may be physical assets or they may be logical resources.Modern systems not only track the inventory, but control the assignment of that inventory with systems that understand how to consume, allocate and combine resources to support complex connections and services.
Customer Experience Management (CEM) is the process of strategically managing a customer’s entire experience with a product or company. While CRM strategies and solutions are designed to focus on product, price and enterprise process, with minimal focus on customer need and desire, CEM takes into account also customer expectations and the value of customer’s perceived sentiment.