rs and with each other. Not only must IICs integrate their OSS platforms to allow customers access and direct control of their services and data, they must integrate these platforms with those of their trading partners. eOSS is this combination of internal and external integration and automation. Though most such integration is done point-to-point, or between IICs with specific interconnection agreements on a somewhat limited scale, we can envision a future where both internal and external integration are table stakes - the ante for an enormous technological poker game. Even now, IICs that lack automated processes, interconnection gateway capability and other tools that enable eBusiness sometimes receive second- class treatment from their IIC suppliers. For example, IICs that still rely on fax machines to submit orders simply do not receive the same level of service or response as those that use Internet GUIs, and certainly not the level of service received by companies that use integrated applications. Even technologically advanced IICs complain about the low level of service they receive from their suppliers. Those that still rely on manual processes and paper transactions cannot receive the level or rapidity of service they need to compete effectively - certainly not once the venture capital dollars run out, The Ultimate Guide to Building and Delivering OSS/BSS dollars they now spend to maintain inefficient but still fundamental business processes with their suppliers. As a critical mass of integrated, automated IICs develops, today's limited trading partnerships will evolve into trading communities, with more providers able to compete to provide more Internet infrastructure and services. IIC trading communities should also allow customers, be they wholesale or end users, to "comparison shop." Such flexibility in choosing services and providers will make effective customer retention strategies increasingly important, further driving the need for customized services, automation and eBusiness capabilities. Encom