st be converted to traffic. A converged network eliminates the parallel traffic engineering processes and collapses it into only one aggregated matrix, which is further simplified by the non-meshed or partially meshed ATM network topology. The example in Figure 4.49 illustrates how the process of traffic planning can be simplified if all products and services are provided on one common platform. The network diagram on the left is a telephony network taken from a real example but simplified, since only transit routes are shown. In practice this would be even more complex with hundreds more routes. Similar networks of differing complexity would exist for each product or service type. Service Provisioning and Customer Care When all services are provided on one common platform it is easier to migrate customers from one service to another, both in the procedures required and the physical changes required. No longer are you disconnecting the customer from one network and reconnect- ing them to another. This is especially important in keeping operations costs down and in particular where exchanges are remote or no longer manned. See Figure 4.50. Single activation and configuration systems can be adopted. All the activation systems that are needed for 'vertical networks' require training of operator staff. Deficiencies in competence imply errors and delays in getting services to the market or connected to the customer. The same user interfaces can be made available for all services. This maintains the familiarity with the configuration procedures. This familiarity can dramatically reduce the cost of processing churn in competi- tive markets There are fewer elements to update, interact with, upgrade and activate services on. The importance of customer care for churn and retention rate can hardly be over- estimated. Since it is crucial for the business, it is wise to be cautious to cut here: It costs five times more to acquire new customers than to retain old ones. One customer lost will inform seven others why! Understand