Some early reports are saying that there are issues with supporting Google’s Nexus One smartphone, resulting in some users being shuttled between Google (who offers only email support), HTC and T-Mobile. We’re not surprised, nor should Google be. Telcos understand that people want quick answers to issues with what they consider essential communications, and, for that matter, any essential technology. Even open source software has been stalled by the fact that it is hard to find support for it, and Red Hat created a billion-dollar success from selling support for software that’s free.
There’s a moral here; the telcos that already have support organizations could turn their support offerings into a profit center by making them efficient through the use of proper tools. More significantly, they could weld supportability into new services in a way that Google and other over-the-top (OTT) players can’t match. Yet despite all of this, we find that vendors of all types are still in the dark ages of OSS/BSS instead of in the modern age of composable service automation.
Do you smell opportunity as strongly as we do? Apparently, not everyone does.