Acision Webinar – Real-time Charging: How to Help Customer Experience

1,016 views

Published on

To view the recorded version of the Acision webinar held at Computaris' 2 decade anniversary virtual event, please register here: http://webexpo.computaris.com/webinars/acision

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,016
On SlideShare
0
From Embeds
0
Number of Embeds
131
Actions
Shares
0
Downloads
41
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Acision Webinar – Real-time Charging: How to Help Customer Experience

  1. 1. Real Time Charging – how to help customer experience November 2012 Chris White© 2012 Acision BV. All rights reserved
  2. 2. Presentation material • Market dynamics – Size – Evolution – Market pressure – Market feedback – operators and subscribers • Role of real time rating and charging – What are the benefits of real time – How can real time be added to existing systems – Examples of real time enhancements Presentation Logistics  •If you have a question – please type it in the question space •We will try and answer during the presentation (usually at the end of the current slide •Questions we cannot answer we will supply a written answer later© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 2
  3. 3. Market size Revenue Associated With Different Sectors $3,000 $2,500 Revenue (millions) $2,000 Policy $1,500 Active Mediation Real Time Charging $1,000 Prepaid $500 $- 2010 2011 2012 2013 2014 2015 2016 Data Source:- OSS Billing Report Analysis Mason© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 3
  4. 4. Market evolution Operators Dilemma (And Opportunity):- The Fourth Wave Model proposed by Chetan Sharma Consulting 2012 NOTE – Axis labels are changed from the original model Activity/Focus Voice Access ‘Hype’Market Revenue VAS/OTT Messaging FUTURE Time Subscriber Penetration © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 4
  5. 5. Some Market Touch Points Total Monthly Voice And data Measured by Ericsson 600 • ‘3’ UK claim:-Tota(UL + DL) monthly traffic (PetaByte/Month) 500 – 90% of network load = data – This data load generates ~ 30% 400 revenue 300 Voice • USA market:- Data – 85% traffic = data 200 – Generates 39% revenue 100 – Every 52C new data fees is not off-setting 96C lost voice fees 0 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 07 07 07 07 08 08 08 08 09 09 09 09 10 10 10 10 11 11 11 11 Operator Revenue Microtrends (US) Revenue Per Text Message, Revenue Per Voice 0.07 0.7 (c) Chetan Sharma Consulkting 2012 0.06 0.6 • Implications:- Revenue Per MB - USD 0.05 0.5 – Voice/Messaging subsidising 0.04 0.4 Minute - USD the data explosion 0.03 0.3 – Can only be sustained for a 0.02 0.2 finite time – Ovum claim 0.01 0.1 possible until 2016 0 0 2005 2006 2007 2008 2009 2010 2011 Rev/MoU Rev/Txt Rev/MB © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 5
  6. 6. Impact of the market evolution Revenue by Service 1200 1000 Simple questions?Revenue ($ Billions) 800 600 Voice 1. Will operators invest in SS7 voice Data (access) systems? 400 Messaging 2. How do they generate revenue 200 form ‘access’ 0 2011 2012 2013 2014 2015 2016 3. How can they encourage users to pay for data? Effective Capacity Needs By Service 1. Users still unsure of what they get for 160 say 500MbEffect Annual Usage (Exabytes/yr) 140 120 4. Can operators gain revenue from 100 data services outside $/Mb model? SMS 80 Voice 60 Data 40 20 0 2011 2012 2013 2014 2015 2016 © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 6
  7. 7. Operators feedback Does your existing post paid system provide real Do you think that you post paid system should time (<1s) data collection and rating? provide real time capability80% 100%60% 80% 60%40% 40%20% 20% 0% 0% yes No Yes No Importance Of Real Time Control For Post Paid How Important (1-5) are different option Data Usage 70 Loylaty point control 60 Communication direct to customerRespondants (%) 50 device 40 Usage bunldes such as hybrid accounts 30 20 Shared balance bundles 10 0 Tiered pricing Very Important Important Neutral Not Importants 0 1 2 3 4 5 Data from report “Future Of Mobile Billing” issued by Telecoms Intelligence © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Sponsored by Openet Slide Number: 7
  8. 8. Benefits of real time rating / charging / balance management OPERATOR SUBSCRIBER • Better control over ‘bad debt’ • Ability to control spend • Improved customer loyalty • Have real time information on • Customers more likely to try spend new services – less risk of bill – Subscribers struggle to equate $$ to Bytes! shock – Unlike circuit switched voice • Potential to reduce customer • Greater transparency over care costs – introduce more what services cost ‘web self care’ • Potential to “customise” their own tariff plan Mutual Goal • Make subscribers more confident with data and they will spend more • Once value established subscribers will pay premiums for ‘specials’© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 8
  9. 9. The questions are • Can we use real time charging to enhance subscriber experience? • Will real time charging help give subscribers confidence in data use – no more bill shock? • Can it be introduced economically to post paid? • Can it bridge across prepaid and post paid to provide family and hybrid offers?© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 9
  10. 10. Enhancing Post Paid For Real-Time To Provide Real-Post Paid• Subscribers benefit through: Post Paid – Instant information on spend – Ability to control spend – no bill shock – Notifications at set spend levels• Operator benefits through: – Reduced churn through bill-shock ACE CDRs – Ability to manage ‘bad debt’ – Re-use of existing solutions Diameter – System low cost as sized only for specific Router subscribers SCP – Ability to grow solution• Key Points SS7 voice – Solution can do data only – so no need for SCP SMSC, MMSC, – Potential to work with existing SCP GGSN,.. MSC Data Voice © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 10
  11. 11. Enhance AND Extend Life of Existing Prepaid• Subscribers benefit through: Prepaid – Enhanced features• Operator benefits: – Very low cost compared to replacement – Option to link ACE to post paid for hybrid and convergent solutions – Ability to offer new features to customer to reduce ACE churn – ACE is very high performance so small system managers can scale Diameter• Solution can handle data AND voice (SS7) SCP – SS7 Voices requires an SCP SS7 voice – Integrate to existing system – a possibility SMSC, – Supply new SCP MMSC, GGSN,..• Key current focus is data:- MSC – Messaging traffic (SMS, MMS) – Web traffic Voice Data – VoIP – OTT services © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 11
  12. 12. Hybrid Accounts – Data Only• Subscribers benefit through: Post – Instant information on data activity/spend Prepaid Paid – Bundles/service shared by prepaid & post paid – Ability to control spend – no bill shock – Notifications at set spend levels – Family bundles can be offered• Operator benefits through: ACE CDRs – Reduced churn through bill-shock – Ability to manage ‘bad debt’ Diameter – Re-use of existing solutions Router Gx – System low cost as sized only for data only – Ability to grow solution – Ability to offer family packages – ‘sticky service’ SMSC, – Supports policy AND quota in one product MMSC,• Target accounts GGSN,.. – Wanting to launch hybrid/convergent data services – Supports 2G, 3G, LTE/4G - systems Data• Key Points – Solution can do data only – so no need for SCP – Potential to work with existing SCP © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 12
  13. 13. Hybrid Accounts Solution Voice ACE SS7 Bill Not Paid Post paid Billing Diameter System CDR Feed Data Bill Issued Balance Notification Bill Not Paid Start of the month:- - ACE provisions the pack Subscriber uses Service during the month Subscriber uses service not allowed by post paid package:- Core credit used Subscriber uses more service and goes below specified level so notified At the end of the month:- - Refreshes the post paid packageCore Cash Voice SMS DataCredit Post Paid Service© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 13
  14. 14. Hybrid Accounts Case Study (Setar) Acision provides Setar with an award winning hybrid accounto Challenge: solution allowing flexible charging integration with post- – Setar wanted to: paid. • Enable parents to cap their exposure to bill shock on their children’s phones  Setar is the Quad Play provider • Enable users to have a mixture of pre-paid and post-paid in Aruba and expanding in the services on a single phone regiono Solution:  Systems communicate over – Acision offered a charging adjunct solution allowing for: API to allow full account management • Flexible bundling capability • Integration to pre-paid and post-paid system  CDR Transferred to post-paid • A stepped approach to replace existing pre-paid system for billingo Impact:  All customer care is via Real – Parents now have complete confidence in monthly bill Time System – enhanced to – System being expanded to incorporate mobile data control support usage statement – Additional ‘pay to use’ bundles added to support specific  All customers can have real promotions and offers time account information over – Legacy pre-paid system now decommissioned USD and SMS – >20% of new subscribes on Hybrid plans - Two pre-paid systems; One post-paid system© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 14
  15. 15. Additional options • Bundles can restrict use based on:- – Time of day – Day of week – Destination • Bundles support role-over – Un-used balance allowed to roll over into next month • Outside package subscriber has option to buy additional bundles:- – Voice – SMS – Data • Subscriber therefore now starting to define their own tariff and gain confidence in data services© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 15
  16. 16. For Group Accounts• Closed User Group:- – SMS Example SMS Dave Charged to Paul’s • SMS between group members Paul main balance charged from common bundle SM S M M SM S S S • SMS to non members charged to SMS Julie Lisa S main balance SM S SM• Open User Group:- SM S S S John – SMS Example Charged to Paul’s • SMS sent from the group to other main balance Voice Paul people are from the common bundle SMS Dave • Other services are charged – see Julie Paul-to-Dave voice call Anne SMS Lisa Chris John Mary © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 16
  17. 17. Company X ’s Pick ’n’ Mix 1. Pick Your Amount $10 $15 $20 $25 $30 $40 $50 2. Add What You Like Talk Text Internet TV $50 $10 $20 $10 $15 $20 $10 $15 $10 I Want Left over: $50 $10 $20 $30 $0 300 200 1Gb 1 Mnth Mins Txts Data TV Buy© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT
  18. 18. Addressing the BYOT market - Enabling rapid provisioning of flexible bundles • Faster time to market • Greater consumer control 200 SMS 200mins 100 SMS 100mins 50mins 75mins 10mins 20mins $65 • $35 $20 $29 Drastically reduced management overhead $5 $9 • Fit alongside existing systems 50 SMS 20 SMS 10 SMS 75 SMS Customer choice: $3.75 $11 $14 $25 $8 $2 20 MMS 10 MMS 50 MMS 5 MMS $3.75 $10 $5 $2 10 Mb 50 Mb $3.75 2 Mb 4 Mb $10 $5 $2 Unlimited IM Mobile TV 5 Apps $2 $3 $5 • Customer selects 1 item from each option • Customer has 1728 possible combinations • Operator manages 23 items! • Traditional system needs 1728 tariff plans!© 2012 Acision BV. All rights reserved 2010 Version No: 12345 / Status: DRAFT Slide Number: 18
  19. 19. Graphical Tariff Management For AdvancedBundles Market Segmentation Advanced Bundle/Offer Validity Price Child Youth Adult Senior Foreign Worker 60mins (on net) 1 month $5 120mins (on net) 1 month $9 100 SMS 1 month $4 500 SMS I month $16 60mins (on net ) & 100 SMS 1 month $8 60mins (on net) & 500 SMS 1 month $18 200mins calls between 8 users 1 month $12 200mins calls for 5 users 1 month $12 200mins to China 1 month $10 100mins to Europe 1 month $9 360mins and 100 SMS 6 months $26 Could be the same tariff plan just bundle availability changed © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT
  20. 20. Virtual Landlines© 2012 Acision BV. All rights reserved
  21. 21. Globe DUO Case Study Business problem: • Increase voice revenues • Increase retention and reduce churn • Compete in a fixed-mobile market • Specially fixed-wireless Marketing solution: • Virtual landline service • Mobile and Landline in One • Unlimited calls “in zone” only Network problem: • Existing charging systems lack flexibility, too expensive and long time to upgrade • Competitor option cheaper but not future proof • Incumbent requires IN swap© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 21
  22. 22. Mobile and Landline in One Normal rates OR 3) Upon activation, you can now make the Free 4) To callyou are subscribed to DUO, you 2) Once any following callslandline: dial area code + will be given your of charge: free landline number. DUO landline number. 1) How much does it cost? •Your DUO phone to any landline Your mobile phone will now have two (2) •Any = another your DUO phone To call 1 day toDUO number: dial area code + P25 landline numbers: •Yournumber of person you are calling. DUO = 30 days to another DUO phone P450 DUO phone number •Your current mobile P1250917-XXX-XXXX) (ex. = 5 days No need14 to other mobile numbers or landlines Calls madedays P350 = for landline number •Your DUO keywords or special prefixes! Free outside the covered area/s are charged regular (ex. 02-XXX-XXXX) mobile rates. Manila Other areas© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 22
  23. 23. Acision’s Solution For GlobeWhy Acision working with Computaris? HLR Two prepaid• 4 months from PO to service launch systems from 2 Cell ID different NEPs look up• Seamless integration with existing postpaid and prepaid platforms Acision• Supports fixed and mobile Location Gateway• No need for IN swap (adjunct)• Integrated location solution (Cell ID) CAMEL (prepaid)• Product-based solution with roadmap INAP (postpaid) Acision• Flexibility to support other types of Flexible Voice bundles including SMS and data Charger Globe ‘own’ post paid system Acision Location Gateway – developed by Computaris© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 23
  24. 24. Globe’s Results First in the World Globe spearheads innovation Return to Home Page Today’s lifestyle is a mobile one. Students, professionals, executives are always on the go --- and wherever they are, they seek constant communication with all quarters. “Technology today drives innovators (toward)• New market penetration for Globe convergence, as the market demands more efficient and – 70,000 users in first 4 months launch effective means of communicating,” says Ferdinand de la Cruz, head of Globe Telecom’s Consumer Wireless• Differentiation from other operators Business Group. “For this reason, Globe is breaking the – Sun Cellular has a similar offering but users have barriers between mobile and landline services by coming to use a dual SIM card handset up with this revolutionary two-in-one service.” – Competition has seen 20% drop in activations De la Cruz is referring to Duo, the world’s first fully-convergent• Convergence of their service offerings solution that works across both fixed and mobile networks for cell phone users. Together with Acision, the world’s leading• Cost saving – one solution for all systems messaging company, Globe launched this breakthrough service• Future Proof last April to boost voice network traffic by offering unlimited – Deploying “One country, one rate” calling within a set city zone. Ernest Cu, Globe’s President and CEO is elated by the company’s pioneering coup. “We are excited to offer the public another pioneering service from Globe. Globe has always been at the forefront of service innovation to deliver superior value and the best mobile experience for consumers.” © 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 24
  25. 25. Finally – is this an economic option? • What can an Acision platform support? • Sizing example:- – 7 half height blade cluster (e.g HP Proliance G7) – For data-only can manage >7 million subscribers with:- • Data – Messaging, web services,… – This includes:- • Real time rating, charging and balance management • Bundle management • Group bundle management • Customer notifications • Customer account information enquiries • So at least an order of magnitude below a full system up- grade© 2012 Acision BV. All rights reserved Version No: 12345 / Status: DRAFT Slide Number: 25
  26. 26. Thank You To view the recorded webinar, please go to:http://webexpo.computaris.com/webinars/acision and register.© 2012 Acision BV. All rights reserved Slide Number: 26

×