o learn only one primary CRM application and provides all the information they need on a single screen, or at least in related windows in the same application. This helps to reduce hold times, makes CSRs appear more knowledgeable about the customer as an individual, and allows them to focus on serving the customer rather than toiling with multiple systems. IICs generally build a convergent view either through a convergent billing system with a single data store, or through a primary CRM system that is tightly integrated to billing applications and other customer data stores in the background. Convergent systems make it easier for IICs to provide customer information online, generally offered with value-added features such as usage analysis tools, online payment capability and other customer self-help tools. The IP Effect Billing for voice services is relatively straightforward, being based usually on per minute charges, flat rates or distance. This is due in part to the nature of traditional voice networks, which create dedicated 64 kbps circuits to carry traffic from point to point, regardless of traffic type, customer, or any other factors. The only variable is the amount of traffic on a network at any given time. This is sometimes reflected on a customer's bill as per minute prices change depending on the time of day - busy hour calls are generally more Chapter 2 - A Detailed Look at OSS expensive - though single rate pricing is becoming more prevalent as competition increases. Billing is becoming more complex and variable as IICs adopt IP and other packet, cell and frame-based network technologies. These networks are more bandwidth efficient than Time Division Multiplexing (TDM) networks, maximizing the amount of traffic over a given link. TDM networks dedicate 64 kbps for every connection. In other words, two people on a phone call may not speak for a few seconds, but the network link is still open. Packet, cell and frame-based networks can squeeze other traffic into the silence, letting little bandwidth go 