ERICSSON“MeettheAgileOperator-BSS/OSS”Eng.DécioSantos
MestradoemEngenhariadeTelecomunicaçõeseInformáLcaMasterDegree(MSc)inTelecommunicaLonsandInformaLcsEngineering
Engenharia de Serviços Services Engineering
Décio Carranquinha dos Santos CD OSS/BSS
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 2
The agile Operator Ericsson’s mission in OSS/BSS is to empower
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 3
EXPERIENCE Agility means to directly and proactively inform, offer, activate and resolve to make customers feel in control
EFFICIENCY Agility means streamlining and automating processes to save money and free up resources for value creation
INNOVATION Agility means making it simpler and faster to detect new needs and launch new services, tariffs and devices
The Agile Operator manages experience,
efficiency & innovation. All at once.
Agility requires a unified approach
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 4
OUR VISION
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 6
ERICSSON VALUE ARCHITECTURE
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 7
Portfolio designed for agility
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 8
Ericsson solutions – BSS view
CATALOG MANAGER
TELECOM CRM MULTISCREEN SELF-CARE
ORDER CARE
MULTI MEDIATION
CUSTOMER & PARTNER MANAGEMENT
BILLING AND FINANCE
ONLINE RATING & BALANCE MANAGEMENT
Customer Product/Order Revenue
CHARGING & BILLING IN ONE
SPENDING LIMIT MANAGEMENT
Catalog driven architecture Optional components
Core components
T-CRM Self-care
Catalog Manager Order
Management
Order Negotiate
Charging System BSCS iX
Multi-Mediation
Centralized Product Catalog • Offer Creation based on Templates • Eligiblity and Availability Rules
Centralized Order Care • Order Negotiation • Catalog Driven Order Orchestration
Consolidated 360 ° Customer view
Convergent Charging & Blling
Mixed Deployment options
Real-time Open and Modular
Ericsson Telecom CRM 2.0
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 14
The telecom CRM challenge LET YOUR STAFF
WORK MORE EFFICIENTLY
Reduce operating costs while giving staff more
time to sell
HOLISTIC CUSTOMER UNDERSTANDING
Make excellent customer interaction
your differentiator
REDUCE THE RISK
Telecom-specific CRM with seamless BSS
integration
Removing the obstacles to customer experience
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 15
Top IT priority for CIOs
Single view of customer is the single most important customer experience IT objective Source: Ovum
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 16
customer interaction - your positive differentiator
Poor customer service is responsible for 73% of churning customers
Genysis/OVUM
55% of customers will pay a premium for supperiod customer services
Genysis/OVUM
Customers tell 9-15 people about a bad experience. 13% tell more than 20
White House Consumer Agency
70% of buying experience is related to how the customer is treated
McKinsey
83% of customers would prefer a more proactive approach to customer care
Genysis/OVUM
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 17
Meet the daily challenges faced by your staff
Troy G. Miller, Eric P. Gist, “Selling in Turbulent Times” Accenture Study
“Our people do not follow our defined sales processes.”
“Our applications are just too cumbersome to use.”
“Our sales people do not have access to the information they need to succeed.”
“Our people don’t have time to sell.”
Hello
41% of telesales people said they spend of their time on non-
selling administrative tasks 40%
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 18
Only 9% of operators believe they
have a
holistic view of their customers
Economist Intelligence Unit
barriers to good customer experience
Data fragmentation across systems Lack of business process consistency
Lack of personalized service
Lack of common view of customers
Too many inefficient silos
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 19
360 Degree Plus
Case Management
End-to-end telecom-specific functionality
MARKETING EFFECTIVENESS SALES PRODUCTIVITY CUSTOMER CARE
• Task tracking • Campaign planning and budgeting • Campaign wizards, templates, docs • Message personalization • Campaign execution • Campaign response capture, track and
analyze • Instant conversion of responses into
leads • Automated task distribution to teams and
individuals • Measure campaign KPI
• Auto-associate emails with leads • Lead to opportunity qualification • Embedded document mgt capabilities • Contact and account mgt • Activity tracking • Sales pipeline management • Sales analytics, KPI dashboards, forecasts • Sales collaboration and sharing • Sales Order Capture and Management
Business Interaction Framework (Pre-defined work flows) Enquiry Request Complaint
Eric
sson
Te
leco
m
Verti
cal
Mic
roso
ft D
ynam
ic
CR
M 2
013
Order Capture
Product Offering Catalog
Knowledge Base Browser
Global Search
Activity
CSR toolbox Case management
Subscriber Management Individuals Large Accounts
Retail Management
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 20
Customer Care
Sales Productivity
Marketing Productivity
Business Integration Layer
BSCS, CBiO & Other (Billing) Systems
Ericsson Integration Translation Layer (SID based) Microsoft Dynamics CRM
Ericsson Telecom Vertical
Pre-built GUI Elements
Ericsson Telecom CRM
Telecom CRM 2.0 architecture
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 21
IDEA TO IMPLEMENTATION & lead to service
Assemble Proven Components for Faster Time-to-Revenue Ericsson Catalog Manager & Ericsson Order Manager
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 23
80% reduction in missed due dates
95% service order flow through
Threefold increase in work items
managed
Over 30% staff reduction
96% reduction in order processing time
90% reduction in work item handling time
How do we help?
Speed Up Service
Fulfillment
Reduce Operational
Costs
Provide Consistent Customer
Experience
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 24
› Quickly, systemically turn ideas into realized offerings
How do we REDUCE TTM AND INCREASE FULFILLMENT RELIABILITY?
› Align information: product, service, resource
› Unify sales channels and third-party providers
› Real-time order accuracy for fast, right-first-time fulfillment
Reusable Components
Federated, Consistent View of
All Offerings
Catalog-Driven Order
Orchestration
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 25
Ericsson catalog MANAGER
Components
Product Catalog Commercial and business definitions, relationships and rules Ericsson
Catalog Manager
Product Lifecycle Designer Manages lifecycle of products, services, offers and resources
Service Catalog Technical information for provisioning and service order management
Velocity Studio Graphically create and manage data models, business rules, workflow, user/system interfaces,
› Defines, introduces, manages, and retires product and service offerings across distributed environments
– Comprehensive catalog functionality – Component and rule creation – Process orchestration enablement
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 26
› Process optimization – Pre-order processing – Order decomposition rules – Process federation across
all systems
Ericsson catalog MANAGER
Catalog Functionality
›–––
›––
–
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 27
Bring consistency to PRODUCTS and processes
Ericsson Catalog Manager
Streamline product lifecycle to reduce time/cost of introducing and managing products
Use a centralized catalog of reusable components to change existing offerings faster
Assure consistency of offers, workflows, business rules across all sales channels
Tie products to resources and workflows to reduce order failures
Present offer bundles − yours and from business partners, to targeted customers/markets
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 28
Product B Product C
QUICK LAUNCH OF NEW SERVICES
Then dynamically assemble and execute new product offerings from these proven components Product A
Idea to implementation
ENABLE Prepare to offer service
Lead to cash
ACQUIRE Connect customers and bill
Trouble to resolution
Billing
Assurance
Fulfillment
Catalog
Billing
Assurance
Fulfillment
Catalog
Create building blocks for every part of the service lifecycle:
RETAIN Assure customer services
Billing
Assurance
Fulfillment
Catalog
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 29
Catalog-driven order management
MO
BILE
EXP
ERIE
NC
E
MOBILE OPERATOR
ADMINISTRATION
CUSTOMER
• Basic offer contents • Network dependencies • Available personalization • Billing implications • Customer eligibility
• Account selection • Offer selection • Personalization • Billing • Activation
• Offer customization • Available personalization • Billing implications • Customer eligibility • Subscription type • Catalog structure
Create
Customize
Choose
Create mobile services for customers
Customize template, create offer, publish to catalog
Select bundle, personalize, and order
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 30
ADDRESSING Operational challenges – LEAD TO SERVICE
Complex order negotiations, particularly
for enterprise services
Inconsistent offer understanding, delayed quotes
Manual Coordination with
Third-Party systems
Inconsistent workflows
cause errors and delay
Manual handing of order fall-out with
little oversight
Solution scalability issues
Uncertainty of resource
availability
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 32
Ericsson Order Care Key Components
› Readily offer pricing, availability, multi-featured bundles, discounts
› Validate even the most complex order prior to provisioning
Order Negotiations
Order Management
› Velocity Studio – advanced graphical configuration tools for creating data models, business rules, workflow, user/system interfaces and more
› Automate, track, route, manage all orders for unprecedented flow-through
› Handle all manual work, exceptions, jeopardies with efficiency
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 33
Ericsson Order Care FUNCTIONAL VIEW
CRM
Service Networks Inventory
Other OSS
Billing
Other BSS
Call Centers
Customer Care
IT/Business Analysts
Work Centers/
Operations
Self-Service
Order Management
Order Negotiations
Ericsson Order Care
Prov/ Activation
Ericsson Catalog Manager
Flows/ Business
Logic
Third-Party Partners
Order Cash
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 34
CENTRALIZED ORDER MANAGEMENT
Billing Billing triggered by
CRM after sucessfulll completion
Save Order Retrieve parameters Resource allocation
Circuit provisioning etc.
Inventory/ Catalogues
Technician
Equipment configuration Work Order Handling
TT
Central error Mgmt Jepoardy & Error Mgmt
Service Orders
CRM
Workforce Management
EMS
NE NE
Provisioning through legacy system
Provisioning System 1, 2, ..n
Other Order Entry
Systems Service Orders
Order management integrate to SUPPORT KEY PROCESSES
IT SDP
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 35
More options – Single provider – Support any device – Easy access to plans – Personalization
More control – Single provider – Support any device – Easy access to plans – Personalization – Defined quality-of-service – Cost control
CONSUMER
Enterprise ERICSSON
MULTI ACTIVATION
ERICSSON ORDER CARE
ERICSSON CATALOG MANAGER
2G 3G LTE Wifi IMS
Service Catalog
Product Catalog
Pre-integrated SI-ready
Agent Desktop
Order Management
Mobile Order ManageMENT SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 36
› Pre-populated › Pre-configured › Pre-integrated › SI-ready
Ready to go from lead to service
ERICSSON MULTI ACTIVATION
ERICSSON ORDER CARE
ERICSSON CATALOG MANAGER
2G 3G LTE Wifi IMS
Service Catalog
Product Catalog
Agent Desktop
Order Management
ERICSSON CHARGING AND BILLING
IN ONE
ERICSSON SERVICE ENABLEMENT
PLATFORM
Self-Care
Pre-integrated
SI-ready
Roadmap
Core Solution
Extended Solution
Mobile Order Management SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 41
SERVICE TO CASH
Charging system 16
Commercial presentation
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 43
AGENDA
INTRODUCTION − WHAT IF
BUSINESS REQUIREMENTS
IN SUMMARY
VALUE PROPOSITIONS
PRODUCT/SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 44
Charging & policy – the heart of bss
Controls credit
Customer experience
Provides control
Real-time charging Real-time customer interaction
Packaging and bundling
Charging & Policy
Efficient Service Creation Short time-to-market
!
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 45
AGENDA
INTRODUCTION − WHAT IF
BUSINESS REQUIREMENTS
IN SUMMARY
VALUE PROPOSITIONS
PRODUCT/SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 46
Business Requirements
I would like to customize
my service so it fits my personal needs
and what I actually use*
AGILITY IS REQUIRED FOR CONTINUOUS SUCCESS
Monetize the growth
10X Growth in data traffic 2013->2019
Target and personalize Compete and partner Achieve cost-efficiency
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 47
Customer demands
Student
Business man 10 GB browsing WiFi hotspot Roaming 2 GB TED talks
Blue Collar 5 GB browsing News service 5 movies
Music Lover Unlimited streaming of music
2 GB browsing YouTube Gaming package
’Socializer Social Media package
Facebook Twitter
10 devices 20 MB data 10 movies 500 min voice 1000 SMS
DAD MOM
The corporation Shared Plan
FROM SERVING MANY USERS TO SERVING MANY DIFFERENT NEEDS
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 48
new consumer Needs arise
Source: Ericsson ConsumerLab 2013
Consumers in Control
Enhanced Togetherness
Assisted Productivi
ty
The connected lifestyle creates new consumer needs
Instant Access
Everywhere
Location based me
Customize my World
Switching - off
(with the help of technology)
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 49
AGENDA
INTRODUCTION − WHAT IF
BUSINESS REQUIREMENTS
IN SUMMARY
VALUE PROPOSITIONS
PRODUCT/SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 50
Charging system positioning and architecture
Key Features & Functionality
Positioning & Scope
core option others
› Market leading online charging system for spending & credit control › Enables monetization of broadband and legacy services › Integrated Policy & Charging for personalized offers with fast TTM
giving superior user experience › Enabling business with OTT partners – increase user QoE and
revenues › Catalog Enabled – pre-integrated with Ericsson Catalog Manager › Cloud enabled and Native HA deployments
Service Agnostic Online Rating and
Balance Management
Dynamic Service Control
Integrated Policy & Charging
Catalog Enabled Personalized Products Shared & Multi Device Bundles
Partner Interaction Cloud Enabled Yield Optimization
Architecture and associated functions
Activation
Mediation
Network Interfaces
Self Service Interfaces
Charging System
Real-time Rating & Balance Mgmt
Policy Management
Product Creation Toolkit
Customer Management
User Comm. & Self-Care
Reporting Down-stream applications
Bonus and Loyalty
Order Management
Product Catalog
CRM Multi-screen Self-care &Storefronts
Dynamic Tariffing Engine
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 51
Ericsson charging system pre-integrated ocs for true end-2-end
OCS
NETWORK
PCEF
PCRF Service Enablement
CUSTOMER INTERACTION
CHARGING
POLICY
ENFORCEMENT CU
STO
ME
R E
XP
ER
IEN
CE
2G LTE FIXED 3G WI-FI
PRODUCT AND ORDER MANAGEMENT
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 52
AGENDA
INTRODUCTION − WHAT IF
BUSINESS REQUIREMENTS
IN SUMMARY
VALUE PROPOSITIONS
PRODUCT/SOLUTION OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 53
FOR YOUR CUSTOMER, FOR YOUR BUSINESS
FOR TOMORROW’S BUSINESS. TODAY
Charging system value proposition
WITH A TRUSTED SYSTEM FROM A
TRUSTED PARTNER
For your customer, for your business
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 55
User in control SMS
USSD APP
IVR
...over the right channel!
The right information...
in the right time...
Portal
Pop-up MMS
Any device
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 57
Self-care whitelabel available
FAST TIME-TO-MARKET OF A BETTER CUSTOMER EXPERIENCE
• Self-care Starter Pack includes • Services, Products, Offers • Provider, Agreements
• Technical configuration • Portal pages including navigation
structure, system services and modules • Android app with initial user experience
already in place • Other usage scenarios are documented in
CPI
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 58
MORE ADVANCED PRODUCT OFFERINGS
Drive data uptake
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 59
Personalized services
OFF
ON
100101 011001 110100
10010 11100 1001
speed
Voice
Messages
Social
Movies
Volume
YES Throttle
50 MBit
60 GB
2000 Min
500 SMS
100 0 50
Unlimited 0 50
Unlimited 0 2500
Unlimited 0 2000
€ 1 / day
€ 30 / Month
Purchase
Purchase
OFF
100101 011001 110100
10010 11100
1001 speed
Voice
Messages
Social
Movies
Volume
Throttle
100 MBit
75 GB
Unlimited
Unlimited
100 0 50
Unlimited 0 50
Unlimited 0 2500
Unlimited 0 2000
€ 5 / day
€ 60 / Month
Purchase
Purchase
NO
OFF
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 60
Holy trinity of real-time
CHARGING INFORMATION ABILITY TO ACT
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 61
Bill-shock prevention
Change roaming limit, current: €25
€50 €100 Custom: € ___
?#@*&%!
From agony .
.to full control
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 62
Time restrictions
Location service
Content restrictions
Family and parent demands
Unlimited SMS
500 MIN VOICE
3 GB DATA
Shared Plan Parental Control
Content/OTT service
FAMILY PACKAGE
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 63
enterprise demands
Cost Control and Optimization
Easy Administration
Flexibility in adjusting to fluctuating
demands
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 64
convergence
ACCESS SERVICE PAYMENT
ALL ACCESSES, ALL SERVICES, ALL PAYMENT METHODS – ONE SINGLE RATING
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 65
BSCS iX 16 Commercial Presentation
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 66
BUSINESS REQUIREMENTS
IN SUMMARY
VALUE PROPOSITIONS
PRODUCT OVERVIEW
Agenda
What if you had a single, easy-to-
integrate system that managed billing,
finance and customer care for your entire
business?
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 67
Business requirements Business requirements Business requirements
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 68
Enable Personalized Experiences
Innovate in Your Enterprise Business
Harness the Value of Your
Partner Business
What SHOULD YOU EXPECT FROM YOUR BILLING SYSTEM?
Leverage the Value of Multi-
tenancy Operational
Models
Enable Operational Consoldiation and Efficiency
Facilitate Easy Integration
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 69
Product OVERVIEW
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 70
Simple and open architecture
)
)
)
SOI SOI SOI
TAP/ASCII UDS/ XML TAP XML
XML XML ASCII ASCII ASCII
Billing document export
Event notifcations
Payment transaction import
Payment order export
General Ledger Export
Usage data import
Usage and balance data export
Partner charging data export
Rate plan data import/ export
Data Transmission Aplication (DaTA – message queue)
Internal Order Management EAI/ESB
Component Integration Layer (CORBA & Web Services)
Billing
Rating
External application web clients
External Commercial Catalog and Order
Management
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 71
Introducing BSCS iX 16 End-to-end business support
End-to-end billing, finance and customer management
Powerful marketing platform
Simple, scalable and open convergent architecture
Supports any network technology or service
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 72
• Flexible pricing for customers and
partners • Flexible partner revenue sharing • LTE charging for end customers and
roamers • Flexible business scenarios • Private groups (VPN, CUG) • Flexible free unit definition • Balance driven promotions and
discounts • Usage monitoring and triggering of
external applications • Re-rating • Alternative plan options
• Flexible promotions packaging
• Relative and absolute discounts
• Usage based/ conditional awards
• Minimum commitments
• Display promotion details in invoice
• Flexible charge aggregation
• Parallel billing for corporate hierarchies
• Split billing between any customer
• Re-pricing based discounts
• Management of contracts and
services • Direct assignment of free units • Bonus point / loyalty program status • Manual assignment of promotions • Set-up billing account • Set-up charge assignment (split bill) • Assignation of “Friend and Family”
numbers • On-line accounting transactions • Triggering of immediate invoice • Number portability
A powerful Marketing platform
Personalized Tariffs
Flexible Invoicing
Responsive Customer Care
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 73
Personalize Personalized, convergent bundles
Enable personalized experiences
Inform Flexible billing gives
customers the information they need
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 76
End-to-end billing, finance and customer management
Optional or integrated components
BSCS iX 16 – Functional Overview
Customer Care Partner Care
Billing Orchestration Resource Admin.
Customer and Partner Management
Convergent Billing and Finance
Real-time & batch billing
Billing promotions
Partner settlements
General Ledger Accounts payables & receivables
Convergent Rating Rating Usage Based
Promotions
Activation Network Access
User Notifications
Tariff Man. Wholesale Retail
CRM
Debt Management
Bill Presentment
All Market Segments / Network Technologies
Partner
Mediation
Business Intelligence and Reporting
Advanced Interconnect
Multiscreen Self-care
Commercial Catalog
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 77
End-to-end financial Management iX Collections Option Extends BSCS iX Finance Functionality
General Ledger
Accounts Receivable/
Payable
Tax Management
Interface to Financial Systems and Companies
Cycle based
Threshold based
Immediate
On-demand
Invoicing Accounting BSCS iX
Debt Collection Process Automation
Debt Collection
Pre-configured Telecoms Processes
Task and Action and Management
iX Collections
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 78
Example: split billing
TEXT
Business Invoice
Personal Invoice
Voice (Non-Business Hours):
SMS (Non-Business Hours):
€27.00
€3.50
Data
SMS (8.00 – 17.00)
Voice (8.00 – 17.00)
Monthly Fee
€90.00
€1.10
€29.90
€39.99
Monthy Fee
Data
Voice
SMS
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 79
Example: best option plan
Basic
Flex
Flex Plus
Rating Billing
All Tariffs Calculated Apply best option tariff
Apply promotions
Invoice Basic: €120
Flex: €130
Flex Plus: €115
Total Due: €115 (Flex Plus)
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 80
Example Payment Terms:
> Target Payment Term = 30 days
> Payment within 2 days = 5% discount
> Payment within 10 days = 2% discount
> Overdraft period facility
Incentivize Prompt payment
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 81
Harness the value of your partner based business
Flexible revenue sharing Complex taxation support
Billing on-behalf Company specific accounting
Roaming Interconnect Collections Agencies MVNO OTT/ Content
Multi-party charging
End-to-end billing documents
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 82
Your Invoice
Your Mobile Operator, Herriotstr, Frankfurt am Main
Invoice Number: 123456 Billing Period: 01.01.15 - 31.01.15 Due Date: 15.02.15
Example:Personalized Billing Experience
Mr C Brown, 65 Mill Road, Cambridge, CB1 8QT
Account. No: 123456
› Delivery in multiple languages and to different addresses
Your support center
0800 747 380
› Contact data of account manager or customer service center
Mobile Fixed Internet TV › Intuitive visualized product usage
Usage Summary Mobile: €27.90 Fixed: €29.99 TV & Entertainment: €14.99
› Intuitive account summary
News! Anytime, any place: Sign-up to your self-care APP
› Personalized news
Sign up to our exclusive live coverage of the World Nordic Skiing Championships for just €9.99 inlcuding data charges
› Event based action items
Promotions
Example: personalized Billing experience
Offers for you in January!
NETFLIX: Movies Unlimited One Month Free Trial.
› Individualized cross-selling offerings
Ericsson Multi Mediation
Multi-Purpose mediation
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 84
ONE mediation FOR ALL NEEDS
Billing
Analytics
Revenue assurance
One administration GUI
Ericsson Multi Mediation
CO
LLECTIO
N
PRO
CESSIN
G
DISTR
IBUTIO
N
TOOLBOX
One environment for all mediation needs Real-time & file-based mediation Service & resource mediation
Real-time charging
Fraud detection
Service launch profitability
Information orchestration
Traditional Mediation
Evolved Mediation
Any network
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 85
Converged IT mediation
Cumbersome, time-consuming,
expensive service launches
No way to evaluate profitability of new
campaigns
Limited, delayed, inconsistent
reporting
Revenue loss risk from inaccurate 3rd party data reconciliation
Drivers
Processing up to 150 million DRs daily
Technical and business reports in
hours vs. days
Total visibility into rating, charging,
reconciliation inconsistencies
Simplified operation for
lower opex
Pakistani Warid Telecom puts information to work
Results
Ericsson Multi Mediation
Charging Network Switching
Distributed Database
Marketing Revenue Assurance Rating & Billing
Fraud Business Intelligence Customer Care
CDR
DR DR DR DR DR DR DR
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 86
Enabler OF it systems interworking
Capability to readily bridge IT systems
interworking
Interworking disparities between next-gen IT
and legacy applications
Ericsson Multi Mediation for IT
interoperability and message orchestration
CHALLENGE
NEEDED
SOLUTION
JMS SOAP HTTP REST
Web Applications
Account Finder
Number Portability
Subscriber Accounts
Legacy Applications
LDAP
DNS
XML RPC
Data Records
CRM and Self-care Portals
Data Warehouse
Message Bus
Next-Gen Applications
ERICSSON MULTI MEDIATION
Bridging IT systems in OSS/BSS transformation
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 87
Driving service to cash
Drivers
Need to interconnect
numerous systems that need specific
information
Specialized SW applications driving up operational costs
Cumbersome point-to-point integrations driving operational
complexity
Multi Mediation acts as a central component in the
revenue flow
Solution built on out-of-the-box functionality
One integration platform for fast TTM with high
solution flexibility
North American Operator
Results
Meet the Agile Operator | Commercial in confidence | © Ericsson AB 2015 | 2015-12-17 | Page 88
PROMOTES Revenue assurance
Monitoring & Screening Process
Enrichment Aggregation Downstream Collection Normalization
Post Processing (e.g. Fraud)
Post Processing (e.g. Billing)
Reports
Suspended & Rejected Suspended
& Rejected Aggregated
Metadata
Log Data
Discarded & Rejected Discarded
& Rejected
Billing flow assurance increases earnings
Log points in the flow detect billing inconsistencies
Advanced monitoring capabilities assists assurance
AnyQuesLons? 79
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