Emirates Telecommunications Corporation (Etisalat) has completed the first phase of a major business transformation project implemented by Ericsson in the United Arab Emirates. During the first phase of the project, the Swedish vendor reengineered Etisalat’s business processes, enhancing the operator’s new Business Support Systems (BSS) environment with faster response to time-to-market pressures, increased customer-centricity and improved operational efficiency. Etisalat has so far migrated its post-paid mobile consumer subscribers to the new BSCS iX convergent, end-to-end billing and customer care system and integrated other third-party software components. ‘This is the first phase of a comprehensive, long-term business transformation project that has been ongoing for four years,’ commented Paolo Colella, head of Consulting and Systems Integration at Ericsson, adding: ‘We have worked with Etisalat for many years in other areas, but this is a real milestone because it is the biggest business transformation project that we have ever been involved in. The benefits will include increased agility on the part of Etisalat and increased service levels for consumers.’
The next phases of the programme will address Etisalat’s enterprise customers, as well as fixed telephony, internet and television sections for both retail consumers and enterprises. In addition, Ericsson will streamline Etisalat’s automated order management capability and deliver a new sales force automation capability and point-of-sale payment system.