In the quest for maximum customer retention, communications service providers (CSPs) are facing the need to support an avalanche of new, heterogeneous products and services such as voice, data, entertainment, content, and location-based services, packaged in bundles and provisioned by both the CSPs and their partners. IP technology preferences are crystallizing: Some CSPs have announced plans to migrate to IMS; others are content with supporting SIP or peer-to-peer IP offerings. As there is little indication of a single unified approach, the next generation hybrid business support system (BSS)/operation support system (OSS) may exist not only in the interim period, during which some providers migrate to their desired state, but for a long time to come.

Consequently, providers will face a new challenge: supporting order orchestration in a hybrid BSS/OSS, with a significant increase in the complexity of ordering, potentially increasing order fallout and costs. Successful order management and provisioning are key to the introduction of new products and services and increased competitiveness. What options do providers have? This paper examines the ramifications of the next generation hybrid BSS/OSS on order orchestration and the possible ways to address them.

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