{"id":499728,"date":"2017-11-10T14:24:36","date_gmt":"2017-11-10T13:24:36","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/kcom-revolutionises-communications-experience-in-telecoms\/"},"modified":"2025-07-29T13:43:06","modified_gmt":"2025-07-29T11:43:06","slug":"kcom-revolutionises-communications-experience-in-telecoms","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-nl\/success-story\/kcom-revolutionises-communications-experience-in-telecoms\/","title":{"rendered":"KCOM revolutionises communications experience in telecoms"},"content":{"rendered":"\n
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Leading UK communications service provider KCOM embraces NG-OSS to deliver a world-class customer experience.<\/p>\n\n\n\n

The Snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

KCOM, a leading UK communications provider, aimed to deliver a world-class customer experience by expanding its next-generation services for multi-site organisations.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

The existing Network Operations Centre tools and staffing could not scale to meet this demand, offering limited visibility of the customer impact.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Devoteam designed and implemented a new, integrated Next Generation Operational Support System, delivered as a Private Cloud to provide a scalable, single view of service quality.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

About KCOM<\/h2>\n\n\n\n

For multi-site organisations with complex business challenges, KCOM is the communication services provider that delivers a world-class customer experience.<\/p>\n\n\n\n

With a turnover in 2016 of \u00a3349m KCOM serves 145,000 households, employs 1,600 people across the UK and has been listed on the London Stock Exchange since 1999. Operating the largest and most advanced network in the UK \u2013 2,200km of fibre located nationwide \u2013 KCOM is expanding its growing customer base.<\/p>\n\n\n\n

The Challenge<\/h2>\n\n\n\n

KCOM has responded to an increase in customer self-service with the stated aim of helping customers enhance their personal communications experience.<\/p>\n\n\n\n

In recent years it has focused on managed services opportunities across both public and private sectors and has rolled out a plethora of next generation services targeted at multisite organisations, with a focus on Legal, Professional services, Local Government, Retail and Technology.<\/p>\n\n\n\n

It was quickly identified that the current NOC (Network Operations Centre) tools and staffing would not be able to scale to meet this challenge. Operational trends included these average monthly statistics:<\/p>\n\n\n\n