DirecTV (now part of AT&T) is the USA’s leading direct broadcast satellite service provider. Its software platform provides a suite of broadband services that can be remotely configured to a subscriber’s preferences. This standards-based platform consists of a proprietary residential gateway; managed network; common user interface that can be accessed through a variety of devices; customer care and support services; automated billing; and service provisioning systems. At launch, the service was made available in over seventy major U.S. Metropolitan Statistical Areas (MSAs) in the Midwest, Southeast, Northeast, and California.
EBD undertook the implementation of the Operational Support System for DirecTV broadband. The project consisted of developing a comprehensive integrated system that included Order Management and CRM application. The OSS was integrated with third-party CRM and accounting systems and with DirecTV’s internal network infrastructure. The solution was designed such that the “plug-and-play” residential gateway could be easily self-installed by customers. Installation software automatically communicates with the cloud-hosted APIs to immediately provision high-speed access to the Internet upon device installation by the customer. Once the base connectivity was established, the OSS was designed to enable the provisioning and configuration of add-on services and applications to an individual user's preferences without requiring new equipment shipment or an on-site visit by a technician. By eliminating the need for expensive, time-consuming, friction-rich installer visits, the system dramatically reduced the support and operational cost of the solution and improved customer-satisfaction.