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* Operators must deliver a consistent customer experience to take advantage of service and payment convergence

* The market for convergent billing systems is set for strong growth: in Europe spend on solutions that support converged fixed-mobile billing will increase 36% from USD106 million in 2005 to approximately USD145 million by 2010

* Operators have to focus on tailored service benefits, and reshape structures and mindsets to support convergent business needs

* Business processes are key drivers of next generation OSS and BSS product development

* The relative advantage of today’s ‘superior’ services will be quickly eroded once one operator fully understands how to deliver an outstanding customer experience.

CAMBRIDGE, UK, 19 April 2005 ­ Convergence is enabling mobile and fixed operators to tap new revenues from integrated services. However, in order to grow revenues and profit margins effectively, operators need to find the right balance between offering new converged packages and deploying the operational capability to deliver them, according to a new report, Billing for Mobility: strategies for convergent charging published by Analysys, the global advisers on telecoms, IT and media (

According to Analysys, European operator capital expenditure on fixed-mobile convergent billing systems (excluding spend on integration services, hardware and in-house effort) will increase by 36% over the next five years from USD106 million in 2005 to USD145 million by 2010.1

Operators must evaluate their ability to manage a consistent customer experience across multiple devices, networks, content services and payment methods within implementation constraints, such as the capability of their billing systems.

“Successful delivery of convergent charging through seamless mobility is driving operators to look at the bigger picture of what is required to support their customers. It means a radical examination by managers of ‘the way things are done around here’ and how different operations relate to each other across the organisation,” says Marion Howard-Healy, co-author of the report.

This means tackling business processes, network operations, billing and customer contacts in a consistent way. “Billing operations must be connected to business processes in the rest of the organisation. End to end integration of BSS and OSS requires the capability to do both root cause analysis across different functions in organisations, as well as the development of open systems interfaces for systems integration,” says Marion Howard-Healy. “This means reshaping organisational structures to reflect converged service delivery and to overcome the silo mentalities that exist between billing and marketing groups, and between billing and networking groups.”

“Both operators and vendors need to pursue change-management strategies to implement the new environment, and these must go hand in hand with the design and implementation of new charging and customer service technologies,” continues Howard-Healy.

In response to operators’ and service providers’ requirements, billing systems vendors are delivering greater levels of configurability and productisation in their solutions. IN platform vendors are also developing their own solutions. “We expect billing system vendors to win the battle to supply solutions to support convergent billing of prepaid and postpaid services,” says Danny Dicks co-author of the report.

Billing for Mobility: strategies for convergent charging identifies areas critical to successful customer billing and management and discusses the response by billing systems and IN vendors. The report discusses changes taking place as they apply to four key areas: customers, internal processes, people and partners and demonstrates the varying responses from vendors in meeting the changing needs of their customers.

The report forecasts operator spend in Europe from 2005 to 2010 on three types of convergent billing system: fixed prepaid/postpaid billing, mobile prepaid/postpaid billing and fixed-mobile convergent billing.

The report is available to order from priced GBP 1700 plus VAT. For more information, telephone Analysys on +44 (0)1223 460600 or email

About Analysys (

Analysys provides strategy and management consultancy, information services and start-up support throughout the telecommunications, IT and media sector. Its grasp of market dynamics, coupled with creativity, rigour and renowned objectivity, enables Analysys to consistently exceed the high levels of quality and innovation that its clients expect. The company has over 130 staff in offices in Cambridge, London, Edinburgh, Madrid, Milan, Paris and Washington DC, and works with associates in Auckland, Melbourne and Vancouver.

Recent reports include:

* Wireless over VoIP: technical and commercial prospects (March 2005)
* Product and Service Opportunities from Short-range Wireless Technologies (March 2005)
* The Telco Organisational Structure beyond 2010 (March 2005)
* Billing for Mobility: strategies for convergent charging (February 2005)
* The World's Top Ten Wireless Services (January 2005)
* Pushing Beyond the Limits of 3G with HSDPA and other enhancements (December 2004)
* Retaining Customers and Minimising Churn: strategies for mobile markets (December 2004)
* The Business Case for Carrier Migration to VoIP (December 2004)
* The Role and Impact of WiMAX and Proprietary BWA (November 2004)
* Making a Success of the Mobile Content Value Chain (November 2004)
* Viable Business Models Point to Big Opportunities for Public WLAN (October 2004)
* TV on a mobile phone: the killer application for 3G (October 2004)
* Emerging Business Models in Voice: the impact of Skype and other private VoIP applications (September 2004)
* Delivering high-speed mobile Internet/intranet services: the role for 3G and public WLAN (August 2004)
* The Business Case for Broadband Entertainment (July 2004)
* 3G Launch Strategies: critical decisions on services and technology (June 2004)
* Western European Fixed Telecoms Markets: forecasts 2004-2009 (June 2004)
* Spectrum Trading and Liberalisation: new threats and opportunities for telecoms business models (June 2004)
* The Road to Fixed­Mobile Substitution Starts with 3G (April 2004)
* Western European Mobile Forecasts and Analysis 2004-2009 (March 2004)

Media contact (for author photography, executive summaries and interviews)

Louise Nunn
Tel: +44 (0) 1223 460600

This press release was distributed by ResponseSource Press Release Wire on behalf of Martin Brooke Associates in the following categories: Consumer Technology, Business & Finance, Computing & Telecoms, for more information visit