Customer-engineer relationship management for converged ICT service companies

Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation Service Engineer will need radically different skills, processes and tools from today’s counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ‘smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed