Executive Summary (This is a document excerpt)

Many telcos' next-generation network (NGN) plans risk getting off on the wrong foot. Reliance on vendors and silver-bullet standards like IP multimedia subsystems means that telcos are likely to miss out on a unique opportunity to align themselves more closely with their customers. Obtaining this alignment demands a customer-centric architecture that embeds agility into infrastructure and application development. This requires time to develop a complete NGN architecture that includes IT systems serving customer segments in different lines of business. Forrester has developed a conceptual architecture of eight NGN capabilities — best practices — to put the customer in the center of the telco's business. This is an essential step for telcos to consider prior to physical implementation.

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