“The OSS BSS landscape is undergoing a fundamental redefinition,” notes a leading telecom analyst. The Operations Support Business Support Software market has entered a new era where innovation meets necessity, redefining how telecom operators and service providers manage complex networks and customer experiences. What was once a support function has morphed into a strategic cornerstone as digital transformation, cloud computing, and 5G pre-commercial trials accelerate. This market is set to increase by USD 83.9 billion at a 15.8% CAGR between 2024 and 2029, marking a pivotal shift in telecommunications and related industries.
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Then (2020-2024):
From 2019 through 2023, the OSS segment alone grew from USD 23.3 billion, powered primarily by traditional telecom operators expanding network monitoring and incident management capabilities. Early adoption of cloud-based BSS solutions began to gain traction, but on-premises systems still dominated. Efforts focused on maintaining network performance and reducing churn while slowly integrating analytics and automation.
Now (2024):
2024 marks a tipping point as cloud-based BSS adoption accelerates. Telecom operators invest heavily in scalable, SaaS-driven platforms to manage the explosion of IoT devices and smart city infrastructure. The rise of pre-commercial 5G trials has created demand for real-time analytics, predictive maintenance, and API-driven orchestration, which are central to modern OSS BSS platforms. Yet, the sector faces critical challenges, including a shortage of in-house expertise and regulatory hurdles, requiring strategic workforce development and partnerships.
Next (2025-2029):
Looking ahead, the market will mature into an integrated ecosystem powered by AI, edge computing, and hybrid cloud deployments. Enterprises will leverage advanced OSS BSS platforms to not only optimize operations but also transform customer engagement via self-service portals, personalized journeys, and real-time predictive insights. The next era will also see converged cloud-native architectures enabling agile innovation, especially in SME segments adopting converged communications technology suites. This evolution will position OSS BSS software as a key driver of competitive advantage.
Legacy disruption:
Traditionally, OSS focused on static network management and provisioning of core voice services, relying heavily on on-premises infrastructure. Customer experience was secondary.
New strategy emerging:
Now, OSS is a customer-centric powerhouse integrating real-time and predictive analytics, edge computing, and open APIs to deliver personalized user journeys and enhanced UX. Data governance and security have become non-negotiable features.
Analyst insight:
“The shift from network-centric to customer-centric OSS solutions is fundamental for CSPs seeking to increase customer lifetime value and revenue,” says a market research lead.
Business case:
A global media and entertainment firm leveraged OSS software to deploy predictive maintenance and real-time analytics, reducing network downtime by 30% and improving customer satisfaction scores by 25%.
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Legacy disruption:
On-premises deployments dominated until recently, limiting scalability and agility and increasing management overhead and cost.
New strategy emerging:
Cloud-based OSS BSS platforms powered by SaaS models offer SMEs and large enterprises scalability, cost efficiency, and flexibility. Cloud solutions integrate self-service portals, API gateways, and hybrid deployment models to facilitate digital transformation.
Analyst insight:
“The agility and scalability of cloud-based BSS enable rapid adoption among SMEs, who are often constrained by limited IT resources,” notes a technology strategist.
Business case:
A North American telecom operator transitioned to a cloud-based BSS platform, enabling 40% faster service fulfillment and reducing operational expenses by 20% within 18 months.
Legacy disruption:
Service assurance was largely reactive, focusing on fault and incident management with slow resolution times.
New strategy emerging:
Proactive service assurance now incorporates machine learning and AI-driven fault detection, predictive analytics, and automated incident management to preempt service degradation and optimize resource allocation.
Analyst insight:
“AI-powered service assurance transforms traditional fault management into predictive maintenance, improving network uptime and reducing churn,” explains an OSS BSS software expert.
Business case:
An enterprise in the financial services sector implemented AI-driven service assurance to reduce incident resolution time by 50%, enhancing overall operational efficiency and customer retention.
Technology Innovation:
AI, machine learning, and edge computing are redefining the functional capabilities of OSS BSS software. Integration of microservices and open APIs accelerates agility and customization.
Strategic Partnerships and Ecosystem Building:
Industry leaders are forging alliances—such as ServiceNow and Microsoft’s 2024 partnership—to embed IT service management with collaboration tools, streamlining workflows and driving adoption.
Workforce and Expertise Development:
The scarcity of in-house OSS BSS expertise remains a critical bottleneck. Companies investing in training and leveraging managed services gain a competitive edge by ensuring seamless software integration and ongoing optimization.
Expert commentary:
“In a complex market landscape, success depends on balancing cutting-edge technology with deep operational know-how,” remarks a telecom industry panelist. “Those who invest in people and partnerships will lead the pack.”
The Operations Support Business Support Software Market is evolving rapidly with advancements in cloud OSS and comprehensive BSS solutions that drive digital transformation across telecom and other industries. Core functionalities such as telecom billing, billing automation, and convergent billing are central to optimizing revenue management and ensuring billing accuracy. The integration of CRM integration and self-service portal features enhances customer experience and facilitates seamless customer onboarding. Essential operational capabilities including order fulfillment, service activation, and lifecycle management streamline workflows, while payment gateways and chargeback systems improve transaction efficiency. Real-time monitoring through real-time analytics, analytics dashboard, and usage monitoring empowers businesses to manage subscriber data effectively and improve usage rating accuracy. Additionally, network management and service assurance capabilities support robust network optimization and fault detection, ensuring high service reliability.
AI-Driven End-to-End Network Automation: Beyond isolated fault detection, entire networks will self-optimize in real-time using advanced AI and ML models.
Hyper-Personalized Customer Engagement: Combining predictive analytics with customer journey mapping will enable dynamically tailored service offerings, minimizing churn and maximizing revenue.
Blockchain-Based Data Governance: To enhance transparency and security, blockchain will underpin subscription management and data transactions within OSS BSS ecosystems.
Company Innovation Highlight:
IBM’s 2024 launch of Watson AIOps illustrates how AI-powered IT operations software can automate incident management, signaling the future of operations support software.
Are you ready to pivot from managing OSS BSS software as a cost center to harnessing it as your company’s most powerful competitive weapon?
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Invest in AI-driven inventory optimization for telecom and media sectors.
Harness AI tools to manage network resources dynamically and reduce operational costs.
Build cloud-native, hybrid deployment expertise across your teams.
Enable flexible, scalable infrastructure that supports rapid innovation and service fulfillment.
Prioritize API management and open source integration capabilities.
Seamless interoperability with third-party applications is critical for extensible platforms.
Develop predictive analytics for real-time customer lifecycle management.
Use data insights to proactively reduce churn and enhance customer experience.
Implement agile development and machine learning for continuous platform evolution.
Iterate rapidly to meet evolving network and customer demands.
Champion strategic partnerships to fill skill gaps and accelerate digital transformation.
Collaborate with tech leaders to leverage best-in-class solutions and services.
Research in the Operations Support Business Support Software Market highlights increased adoption of service orchestration and workflow automation tools to boost operational efficiency. Solutions emphasizing policy control, inventory management, and provisioning tools support effective resource allocation and subscription management. Enhanced trouble ticketing and incident resolution systems improve response times and customer satisfaction. Security remains a priority with integrated fraud detection and network security features safeguarding operations. The market also focuses on seamless data migration and API integration to ensure interoperability across platforms. Multi-channel communication is supported through multi-channel support features, while mediation systems enable accurate data collection and processing. Together, these innovations drive superior service assurance and enable telecom and enterprise clients to maintain competitive advantage through efficient and scalable business support solutions.
The Operations Support Business Support Software market is undergoing a profound transformation from 2025 through 2029, driven by the convergence of cloud computing, AI, and next-generation networks like 5G. This evolution is no longer about incremental improvements but about fundamentally rethinking how telecom and related industries operate and engage customers. Leaders must embrace a mindset shift—from viewing OSS BSS as a support function to leveraging it as a growth enabler. Are we thinking big enough to unlock this market’s full potential?
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