Sheila Hensley, Director of Finance, ATN-Alltel and Amir Gefen, Director of Industry Relations, cVidya Networks presented the following on how cVidya implemented a new Revenue Assurance program at Alltel

1. Implementing a New Revenue
Intelligence Program
Sheila Hensley, Director of Finance, ATN-Alltel
Amir Gefen, Director of Industry Relations, cVidya Networks
TM Forum Management World Americas
December 5, 2012

2. Atlantic Tele-Network - History
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3. How ATN became part of the US retail wireless business
(Company Name: Alltel Wireless)
Minus Divested Properties
(Company Name: Allied Wireless part of Atlantic Tele-Network, Inc.)
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4. What ATN received for the purchase of the Alltel properties
• 827k Customers in six states
• Radio Access Network supporting CDMA-1X and EVDO-RevA
• Alltel Brand
• 540 employees
• 43 retail locations and 125 indirect agent relationships
• 12 month service agreement with VzW
But none of the infrastructure to run a business came with it……..
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5. Alltel’s 12 month challenge:
• Negotiate all Vendor contracts for System and Network equipment,
handsets, mobile content, etc.
• Build the Network Core, including the HLR, MMSC, SMSC, Media
Gateway, NOC, etc.
• Implement and Develop all OSS/BSS Back-office systems - 102
systems and 190 interfaces.
• Hire all Headquarters Staff
• Hire and Train Customer Care outsourced support team, internal
customer care reps, and a technical support team.
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6. Alltel’s system and network conversion was a success!
By the end of July 2011:
• All of the network and related systems had been implemented and
integrated
• All support functions had been hired and trained
• All customers had been migrated over to AWCC’s billing platform
1st Customer Migration June 18, 2011
2nd Customer Migration July 26, 2011
Alltel Customer Migration & All Systems Conversion
Complete!!!
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7. Alltel’s executives slow to respond
• The Finance teams continued to stress the importance of a Revenue
Assurance and Fraud platform
• However, it was not viewed as a priority by the executives
• Eventually, the Finance team was granted approval to pursue options, but
with some terms……..
3Q 2010
1Q 2010
2Q 2010 RFP’s 4Q 2010
Approval to
received, live
research RA & RFP Issued cVidya Wins
onsite demos
Fraud vendors conducted
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8. Alltel understood the importance of TM Forum Compliance
• Alltel wanted to select a technology that was certified and in
compliance with the standards and best practices of the leading
industry body:
- Business Process Framework (eTOM)
- Information Framework (SID)
- Business Metrics
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9. Once approved, there was a rapid deployment
AWCC Billing Conversion!!!
2Q 2011
1Q 2011 3Q 2011
Business 4Q 2011
Risk Analysis and Development,
Requirements, Training & User
Information Integration, &
HLD, DDD, IRD, Acceptance
Gathering Implementation
Development
• Met with all • Gathered • Developed • cVidya team
departments business interfaces to provided end-
requirements OSS/BSS back users training
• Assessed and end
ranked various • Ongoing support
• Defined • Mapped data from project team
fraud and RA risks
requirements feeds for
• Developed data FraudView and
sources and • Identified RA (RAP)
controls for RAP interfaces A total of 64
and FraudView interfaces were identified
Note: In parallel to and mapped to
OSS/BSS cVidya platform
deployment
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10. A new billing platform was launched without a revenue
intelligence platform
• Alltel’s management was focused on implementing the new billing
system; RA & Fraud were not a priority
• For 5 months, Alltel did not have any RA or Fraud protection
• It is still unknown how much fraudulent activity or revenue leakage
occurred during that 5 month period.
• Management continued to be skeptical about the need and value of
RA & Fraud platform
However, it did not took long for management to
realize the value provided through cVidya’s Revenue
Intelligence platform…….
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11. After implementation, RA & Fraud platform delivers quick wins
• Fraud alerts developed in the cVidya tool identified unusually high usage to
uncommon destinations
• Roaming long distance fraud was identified in certain Caribbean countries
• New international long distance fraud cases were identified within 24 hours
Time Period # of Alerts 135 Cases of
International 2011(Nov-Dec) 13,485 International Long
Alert Counts: Distance Fraud
2012 to date 15,214
Fraudulent long distance calls:
• Cuba
• Dominican Republic
• Jamaica
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12. New processes and alerts were added to the platform
Since the majority of the fraudulent calls identified were while roaming:
• Contacted carriers involved and asked they block ILD on Alltel’s customers
• Blocked international calling to specific countries on the switches
• Customers must visit a retail location and show proof of ID to add the ILD feature
# Lines
Many fraudulent lines have Year Disconnected
been disconnected 2011 111
associated w/ILD Fraud
2012 387
Current State
New alerts were added:
Revenue Intelligence team continues to
• International Calls – Cuba monitor the alerts. International long
• International Calls - distance fraud is now controlled
Dominican Republic/Jamaica
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13. Revenue Assurance Business impact
Various revenue leakage issues were identified and reported to the relevant internal
teams for resolution
Examples identified for Post-pay RA:
• Duplicate records and data sessions generated by certain carriers
• Issue with third party provider - disconnects not processed correctly
• Differences in provisioned features compared to billed features
• Carries sending invalid data and time combinations in their AAA records
causing incorrect calculations or increased dropped records
Examples identified for Pre-paid RA:
• Voicemail usage not billed appropriately
• Billing system allowing free services during network element outages
and maintenance windows
• Billing system allowing prepay bypass while in a suspend status
• Calculation for data usage only included the download instead of the
download and upload
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14. RA and Fraud platform delivers additional benefits
Utilized as an exclusive, ‘semi data-warehouse’ for certain data types, such as:
• Custom usage details
• Switch records decoded from binary to text format
• Customer detail records for subpoena compliance
• Usage detail for data roaming settlements between carriers
• Data sources for accounting group helping to book roaming to the
correct markets and partnerships
Several teams are now dependent on data coming from RA & Fraud platform:
• Finance and Accounting
• Roaming Operations
• Product Marketing (Prepay Revenue)
• Internal Security (Subpoena Compliance)
The platform that was once ignored and not considered a priority
is now an extremely valuable asset!
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15. Lessons Learned
• Management buy-off and support – a key for success
• Select a vendor that will truly work as your business partner
• Select a technology that is market proven and in compliance with the
industry standard bodies like TM Forum
• Identify and map all required data points across the company
• Get Internal IT and database management onboard
• Training will ensure your ROI
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16. THANK YOU!
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