"Transition to a customer-centric model is the biggest challenge for operators"

At a time when telecom subscriber base is growing rapidly,
and new networks are being rolled out, investments on T&M equipment are
still low. Tom White of Agilent Technologies, who was in India recently, shared
his views VOICE&DATA his views about the Indian telecom space.

When is the right time for operators to start focusing on
quality of service?

The move to deregulation and competition has changed things
drastically. Today, the operator who provides the best value to these customers
survives. India is a market with huge opportunities, but customers are already
discerning. The time to focus on quality of service is before your competitors
do! In India, that time is right now.

Thomas White

When will Indian operators start focusing on network
quality and start spending on T&M?

Indian operators fully understand the value of test and OSS solutions and
invest apropriately. India has been lucky in that new networks are being
built with the latest technologies.

What percentage of revenues do operators spend on T&M
equipment, OSS, and services?

Typically, this is in the five percent range in most countries. In India
(with its new networks) this figure should have been higher, but it is not. One
reason could be that the operators are applying a business model, which
does not provide adequate returns. And also the tariff war.

What is Agilent doing to push T&M by operators?

We actively collaborate with Asian customers to develop their OSS investment
strategy for the next five years. By using informative case studies and
real-life examples, we illustrate the benefits of a sound OSS investment
approach. We also conduct new technology training.

What will really prevail in India–wireless or wireline?

India has a big geography and hence a combination of wireline and wireless
has to happen. Wireless seems to preferred for the local loop, but for long
distance, wireline technology has to be used. From an Agilent perspective, our
solutions can meet both the needs.

What are the T&M services that you offer, especially
for those who don’t want to buy products?

We want to position our services offering only at the high-value-add
segment. For example, we have engaged in providing RF-planning services,
network-audit services, and consultancy services for building a customer centric
network. The benefit to our customers is our global experience and
expertise.

Internationally, what percentage of T&M vendors’
revenues come from services?

Market indicators suggest figures of 20-40 percent, but this may vary
depending on the OSS capability provided.

What are the major challenges for operators today in terms
of network rollouts, network quality, and maintenance?

A major challenge is the transition from a network-centric model to a
customer-centric model. The operator must be able to determine the customer
experience on any part of the network and have the OSS capability to maintain
this quality during unplanned network outages. In India too, operators are
making the right investments. It’s only a matter of time before we start
seeing some Indian companies compete aggressively in the global market.

Ibrahim Ahmad