Managed services sees a shift in MEA: Ericsson
Telcos are increasingly looking at managed services for end-to-end customer experience
Operators in the Middle East and Africa region are looking to evolve their operating models in outsourced managed services that will enable them to better manage end-to-end customer experience while reducing costs, increasing efficiency and improving network performance, Staffan Akesson, vice president of managed services for Middle East, Ericsson, told CommsMEA at an event in Dubai.
Akesson said that operators are increasingly looking for an "integrated model" whereby they work with one strong managed services partner who takes an end-to-end responsibility of the converged network on a long term strategy to manage network and IT. This marks a shift from a more fragmented approach that operators have traditionally adopted, where they work with a number of different partners.
"The current trend is that operators are moving from network-centric operations to customer-centric business globally, and we see this as the main trend in the MEA region. We are investing in resources and developing our capabilities to support MEA operators in this transition of managed service operations," said Akesson.
Speaking at a round table session at the managed services forum, Akesson said that one of Ericsson's partners in the region, UAE telco Du, is an example of an operator that has adopted managed services as a key part of its business strategy.
Akesson added that two common challenges that operators face in a managed services relationship are internal change and skill set adoption.
"The issues we are having today are primarily not about technology, but it's about people, relationships, lack of business understanding and trust between the parties. With our experience in handling more than 300 managed services contracts, of which 15 of them in the Middle East, we try to advise our existing and potential clients that they need to drive the internal change and add those skill sets required to manage performance, rather than managing people and activities," added Akesson.
Ericsson's managed services customers include Du, Etisalat Misr, Mobily in Saudi, Nawras in Oman and Warid in Pakistan.