Press Release: March 24, 2009

HP Helps Thailand Mobile Operator Reduce Costs and Improve Service

HP today announced thatDTAC, one of Thailand’s largest mobile operators, is deploying HPNext Generation Operations Support Systems (HP NGOSS) to reduceinternal costs, speed delivery of revenue-generating services andimprove service quality.

By using HP NGOSS softwaresolutions to automate key network and service management processes,DTAC will be able to transform the customer experience and increasecustomer loyalty.

DTAC’s decision to deployHP NGOSS solutions was based on a strategic analysis of itsbusiness and operational needs done with HP Solutions ConsultingServices.

“DTAC’s primary goal is toprovide a rewarding experience for our 19 million customers, and HPis an important partner in that effort,” said Tore Johnsen, chiefexecutive officer, DTAC. “The HP blend of consulting expertise andsoftware solutions is helping DTAC develop the NGOSS environment weneed for our network and our customers.”

When the HP NGOSS solutionsare deployed, DTAC customer care agents are expected to be able toresolve 70 percent of complaints on the first call, thus enhancingthe customer experience and reducing operational costs.

“Mobile operators like DTACcan drive down costs and improve quality of service with a highlyautomated OSS,” said Erwan Menard, vice president and generalmanager, Communications and Media Solutions, HP. “With HP, DTAC canmanage the customer experience proactively and achieve high levelsof service assurance – in essence, solving problems before theyoccur.”

HP consultingservice identifies optimum NGOSS solutions

HP Solutions ConsultingServices helped DTAC examine business and customer strategies todetermine the optimum OSS organization, process and solutions set.To help select the right course, DTAC took advantage of HP COSMOS,a repository of methodologies, best practices and intellectualproperty gained from more than 400 OSS deployments worldwide. HPSolutions Consulting Services provided project governancethroughout the deployment.

Specific HP NGOSS solutionsthat DTAC is deploying include:

  • HP TeMIP – detects problems, creates alarms as needed andensures prompt resolution. A highly automated fault-managementsolution, HP TeMIP helps maximize DTAC network availability.Coupled with HP Network Node and HP Operations Manager software, HPTeMIP provides a single view of all elements in telephony, IT andIP networks.
  • HP Performance Insight – monitors performance throughout theDTAC network and adjusts capacity and resources dynamically.
  • HP Service Manager – reduces time-to-repair with a consistentand highly automated problem resolution process. HP Service Managerprovides a telecom-specific trouble ticketing system that managesall network incidents, help desk issues and customer requests andcomplaints. It features a single view of the entire troubleticketing life cycle and an efficient work-order managementcapability.
  • HP Universal Configuration Management Database (uCMDB) withTelecom Service Model – helps DTAC know which mobile customers areaffected by incidents. HP uCMDB provides a service inventoryfunction as well as a repository for all recorded incidents. Thisinnovative approach brings uCMDB into the mainstream of OSS forbetter integrated service management processes.

For customer experiencemanagement, HP is providing the HP Service Quality Managementsolution, which will enable DTAC to monitor and proactively managethe delivery of mobile services, including voice, messaging anddata.

HP Service QualityManagement will be coupled with touchpoint, an offering fromDublin, Ireland-based Arantech, to help DTAC address problems evenbefore a customer complains. The two solutions enable DTAC tomonitor customer problems relating to network access, handsetprotocols and other probe-oriented measuring points, as well asnetwork and service-level problems.

More information on the HPNext Generation OSS portfolio is available at


Total Access CommunicationPublic Company Limited (DTAC) is one of the leading mobileoperators in Thailand. Founded in August 1989, DTAC has played aleading role in the local mobile telecommunication market, gainingconsiderable brand presence and market share. It delivers highquality, excellent value and innovative services to customers.


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