"Customers are driving how communication service providers deliver services today. They are using new technologies such as GSM voice, data, SMS, USSD or other value-added services to communicate. They demand not just better networks but enhanced customer service levels as well. This shift is forcing operators to redefine services and improve their relationship with them to increase customer retention and boost their bottom line. This paper identifies the need for operators to create an optimal balance and unified operations between the network operations center (NOC), service operations center (SOC), and experience operations center (EOC) to track customers on the network, identify, and enhance their experience."
