Unified OSS–BSS Convergence: Orchestrating Network Performance and Customer Experience in Telecom

Abstract

The traditional separation of Operations Support Systems (OSS) and Business Support Systems (BSS) in telecom has led to siloed workflows, delayed service activation, and disjointed fault resolution, all of which degrade both network performance and customer experience. This research presents a comprehensive framework, ConvergedON, for unifying OSS and BSS functions to streamline the end-to-end customer-to-network lifecycle. We detail the system design incorporating real-time telemetry ingestion, order processing, policy-driven orchestration, closed-loop analytics, and feedback into a single converged platform. A pilot exercise demonstrated:

• 55 % reduction in mean service activation time (from 24 hours to 11 hours)
• 48 % faster fault-detection-to-customer-notification cycle (from 30 min to 15 min)
• 22 % improvement in Net Promoter Score (NPS) post-deployment
• 35 % lower manual intervention in order provisioning and incident handling

We explore architectural considerations, data flows, implementation methodology, quantitative findings, and discuss challenges and best practices for large-scale OSS–BSS convergence.