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OSS/BSS for Wholesale Telco's

OSS/BSS for Wholesale Telco's

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  • The Public Health Service of Austria introduced a Smart Card to replace all Health Insurance vouchers, and connect medical practices throughout Austria to e-card, Healthcare and Internet services. Telekom Austria was encouraged to have a single CPE to facilitate connection to the National Health Service Data Centre and to provide value added services such as Internet Connectivity and a Doctors Billing Service. The mass rollout also allowed the deployment by Telekom Austria of Cisco’s Zero Touch Provisioning solution. These services were delivered with multi-vrf on the Cisco CPE. All Doctors connected to the network can easily activate services remotely and the system ensures the successful identification and validation of a patient through personal data saved on the card, including name and insurance number. The benefits offered by the service has enabled Telekom Austria to attract increased orders for broadband connection from other doctors and has allowed them to cross-sell value added services. In addition the end-user has enjoyed greater flexibility and ease of use of the insurance voucher system. Operations Excellence, scalability, replicability Based on a MPLS VPN network access is built up with ADSL. A doctor’s site is simply configured from an internal order from within Telekom Austria with no further action required. The Judges Comment…. “ Recognising a future need for a broadband connection to build value added services this solution is truly delivering a new way of working leading to simplification in communication, a reduction in paperwork and most importantly an increase in productivity. The solution offers the end user flexibility and ease of use and is setting industry benchmarks that in the future will be rolled out in other countries.”

Infonova Telco1 0  2 0 Bss Rel 6 Introduction V10 Timpact Infonova Telco1 0 2 0 Bss Rel 6 Introduction V10 Timpact Presentation Transcript

  • An Introduction to Infonova’s Front & Back Office BSS Including product management, customer management, fulfillment, billing and collections capabilities for Telco 1.0 & Telco 2.0 Business Models Truly Transformational Solutions for Comms & Media Businesses March 2009
    • Founded 1989
    • 250+ employees
    • Based in Graz/Austria
    • Infonova Development Center
    • Infonova Operations & Support Center
    • Infonova Demo, Test & Integration Center
    • TMF NGOSS/eTOM/SID certified staff
    • Long established relationships with clients
    • 8 case studies in the 2008 TMF Handbook
    About us Infonova.com
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • Infonova’s BSS Release 6 delivers Telco 1.0 and Telco 2.0 Business Model Capabilities Infonova BSS Release 6 Process & Module Framework Wholesale aggregation for multiple suppliers & Multi-tenant Order-to-Cash for Multiple Brands & Channel Partners Infonova BSS Release 6 Business Architecture
  • Infonova History – a Consultancy firm that built a Next Generation BSS platform for an incumbent telco
    •  Early 90‘s Development & Operations of Videotex for Incumbent Operator
        • Incumbent operator released a technology specific RFP for Videotex
        • Infonova bid a development approach to deliver Videotex Linklayer protocol on Unix plus IP platform with standards based approach
        • Resulted in one of the first “VPN IP based nationwide networks“ worldwide, for:
          • Videotex
          • Dial-Up services for Government departments and corporations
          • All billing and provisioning for this IP network and Videotex etc was developed and operated by Infonova
    •  1998 Voice Research
        • Infonova engaged as IP technical authority by incumbent telco with Universities on VoIP research
          • User perception trials
          • Technology competency trials
        • Infonova became an active member of the ITU, IETF and ETSI standards committees
      •  Class 5 Softswitch Development Deployment and Operations
        • Infonova provided the IP technical authority, and the incumbent telco provided the Class 5 Voice expertise
    •  Triple / Quad Play
        • All billing and provisioning for any new services over the IP network were developed and are now operated by Infonova
    Infonova
  • Infonova’s Next Generation BSS: Sample Credentials Client Solution Delivered Telecom Operator – Austria
      • Quad + & Triple play offers with whitelabelling
      • Dialup, ADSL, IP-VPN, Leased Lines, VoIP, iTV, IP Centrex
      • Residential, Business, Wholesale segments
      • Billing (Mediation, Rating, Invoicing)
      • Provisioning – Near & Zero Touch
      • Customer Self Management
      • Multi Brand ISP platform
    Telecom Operator - Australia
      • Triple Play Services: Voice, Mobile 2G, Internet with whitelabelling
      • Product Management
      • Fixed Line re - Billing
      • Accounts Receivable
      • Cashier Desk
      • Billing (Mediation, Rating, Invoicing, Bill Formatting)
      • Provisioning – Near & Zero Touch
      • Order Management
      • Customer Self Management
      • Trouble-Ticket management
      • CMS – Content Management System
  • Strong examples of Telco1.0 with business driven rules & workflow including Zero Touch Automation
    • Many operators are positioning to offer triple & quad play services
    • Two successful examples:
    Mobilkom Telekom Austria Telekom Austria
    • Infonova BSS delivers aonSuperKombi Quad Play bundle
    • Combination of fixed, mobile, broadband, internet, security & IPTV services – all Zero / Near Zero Touch
    • Infonova’s BSS was configured to incorporate Mobilkom’s (Vodafone affiliate) mobile offers…
    • Live in 3 months from “go” at 1/3 cost of the alternative
    • 260,000 new customers seamlessly in three months
    • Infonova’s BSS had to deliver a reduction in product development cycles from 10-12 months to days
    • Infonova’s BSS had to automate all 44 interfaces and deliver Zero Touch Fulfillment
    • Products to be configurable by AAPT agents online.
    • Infonova’s BSS is delivering business rule driven triple play services for the Australian market
    Telekom Austria Telekom Austria
  • Infonova’s BSS overlays current systems and delivers functionality for Telco1.0 & Telco2.0 business models
        • Infonova’s BSS can be deployed as an overlay for MobileCo’s & FixedCo’s existing wholesale platforms
        • An Infonova BSS deployment would be implemented without changes to current systems and is non-intrusive
        • Infonova’s BSS aggregates, bundles and bills for products across multiple technologies (both IP & legacy) and can deliver the combination of MobileCo & FixedCo service / product offerings – across multiple countries !
        • The wholesale aggregator manages, packages & controls which products and services are available to the Opcos
        • The Opcos package and sell their products and services directly to their customers or through channels
    Infonova’s BSS Release 6 Business Architecture
  • CPE Router (multi-vrf)
    • Dynamic Access
    • ADSL
    National Health Service IP VPN
    • Fixed Access
    • Fibre
    National Health Service Data Centre Doctor’s surgery Cisco SSG (VRF Mapping) IP MPLS Core Infonova BSS/OSS
    • Highlights
    • Smart Card network connected to e-card, Healthcare and Internet services
      • Zero Touch Provisioning solution ; Operations Excellence; Scalability; Replicability
    • End-user enjoys greater flexibility and ease of use of the insurance voucher system
    • Increased broadband connections and cross-sell value added services
    The Judges Comment…. “ Recognising a future need for a broadband connection to build value added services this solution is truly delivering a new way of working leading to simplification in communication, a reduction in paperwork and most importantly an increase in productivity. The solution offers the end user flexibility and ease of use and is setting industry benchmarks that in the future will be rolled out in other countries.” TA gained 83% of the Austrian Market Share of 12,500 doctors and was able to zero touch provision around 100 doctors per day Project: Austrian Doctor’s Network With Cisco’s ISC, the Infonova platform is a core part of the award winning solution for Telekom Austria: “Best Broadband IP Service”
  • MPLS Automation The business impact at Telekom Austria
  • Telekom Austria NSN IP Centrex Zero Touch with Infonova (OpenNet)
    • Highlights
    • Complete Product/Service Configuration
      • Zero Touch Provisioning solution ;
    • Integrated solution for Broadband, IP and VoiP platform management (provisioning, customer care
    • Full integration into INFONOVA produkt / service modul
    • Ticket conversion and call statistic
    • Project Overview
    • IP Centrex Solution for SOHO/SME Customer
    • Bundling with xDSL based Business Internet Access
    • Realization of xDSL QoS by IP MPLS VPN solution
    • One IP centrex product for n Business Internet Access locations
    • One bill for IP centrex service
    • Flat VoIP tariffs with fair use policy
    Product Service
  • Success Story - Infonova BSS for Next Gen IPTV
    • End to End fulfillment and billing processes based on NGOSS/eTom
    • Use of a service-oriented architecture (SOA)
    • Infonova BSS provides the IPTV core functionalities
      • Service Activation
      • Billing/Mediation
      • Order Management
      • Customer Self Service (TV and Internet Portal)
    • 1,000 new IPTV customer each week
    • IPTV content portfolio has around 100 channels
  • Telekom Austria: Infonova BSS Processflow -> Product / Service / Resource Provisioning Processes Produkt- Prozesse Service Prozesse Provisioning Prozesse
    • Product-Processes
    • High grade of reusibility
    • Product instanciation
    • Configuration of
          • Activation, Deactivation Rules
          • Product activation policies (e.g. First usage)
    • Service-Processes
    • Reusable for simple services (e.g. Business Applications)
    • Service Instanciation
    • Configuration of
          • Underlying Provisioning Processes
          • Error – Handling
    • Provisioning Processes
    • Specific
    • Use of special provisioning backends or element managers, e.g.
          • AXiOSS/Cramer (xDSL Services)
          • Cisco ISC (IP MPLS Services)
  • Telekom Austria: Infonova BSS Contract and Account Structure - Sample UN 1 100 28 1 731 SUB-UN 8 100 1 32 1 8 2 Holding 1 100 182 132 SUB-UN 5 100 257 899 SUB-UN 7 100 1 99 195 SUB-UN 6 100 217 651 SUB-UN 3 100 1 91 774 SUB-UN 2 100 177 508 SUB-UN 9 100 217 694 SUB-UN 1 100 212 369 Holding Y 100 1 45 915 SUB-UN 6.2 100 224 052 SUB-UN 6.1 100 244 054 SUB-UN 9.1 100 1 63 622 SUB-UN 6.3 10 3 998 444 SUB-UN 6.3.1 10 4 621 814 Holding X 100 254 357 Contract 1 Contract 2 Contract 3 Contract 4 SUB-UN 3.1 100 1 46 998 SUB-UN 4 100 1 67 647 UN 2 100 163 679 50% 50% Invoice Rebate
  • Overall Design of Telekom Austria’s Portfolio 2008 Bundles TV Add-Ons Mobile Add-Ons Internet Add-Ons
  • Infonova‘s BSS is the Service Enabling Platform for TA‘s quadruple play convergent services Infonova BSS Service Activation Service Support Service Enabling SOA Integration Layer TA Invoicing CRM CSC Order Management SOA Integration Layer Internet Core Services VoIP Services LIC+ VPN Services Rating & Pre-Billing xDSL/FTTx Services Portal Services IPTV Services Process Control Business Rules Data Management Process Repository Product/Service Dec. Admin GUI Provisioning Interfaces Order Mgmt Integration Customer Care Customer Self Care Notification Mgmt CRM integration AAA Service Data Webservices Assurance PrePriced Formatting Rating / Billing Mediation / Pre Rating Collection Mobile Voice Mobile Broadband Near & Zero Touch Fulfillment … .
  • INFONOVA platform automation Organisational efficiency
        • IP within TA has 2.5 million customers - Under 100 FTE
        • TA’s Next Gen platform requires a total of 35 FTE to perform all back office and IT operations :
          • 10 FTE are needed for operational support and billing of business customers
          • 5 FTE provide operational support & billing for the Internet services (ISP) for residential customers
          • 3 FTE provide database management (DB monitoring, table management, etc.) support including configuration of new products as required
          • 3 FTE are required for systems management of the IT infrastructure
          • 5 FTE monitor and manage the logical layers of the IP network
          • 10 FTE provide 7X24 data centre operations.
        • Customer Service
          • Estimated to be 50
          • For the business as a whole (8+ million services) the call centre employs about 1,200 CSAs to provide 7X24 support for all services offered. Within the total team, there are only about 50 CSAs dedicated to the IP product suite as dimensioned above.
        • Managed Services
          • All technical operations & support are managed by BearingPoint including 11 sub-contracts. All IP services are SLA based.
          • ~20 FTE
  • AAPT’s “3 in 1” Bundled Offering… Banner Ads “ 3 in 1” – A Bundle of Bundles!
  • Infonova‘s BSS is the Service Enabling Platform for AAPT supporting 45 real time interfaces
    • Live in Spring 2007
    • With the upgrade to BSS R6 in April 2009, now capable of turning on new tenant operators with mouse clicks
  • “ Order to Cash” process automation improves customer experience, organisational alignment AND time to market What ’ s being implemented? Organisation Impact Roles/Areas impacted Staff Changes Anticipated Low High Med Nil
    • Management/Executive
    • Customer Care
      • Contact Centres, Credit, Cust Ops, Cust Service Mgt, Management
    • Business Retail
      • Marketing, Sales
    • Enterprise Support
      • Finance, HR, Regulatory, Telecom Service Aust
    • Consumer
      • Marketing, Sales
    No change to current (Approx xxxx) Approx xxxx (xxx BU 1, xxx BU 2) TBA New Staff Numbers Nil
    • Transitioned Out – approx xxxx
    TBA Organisational FTE Alignment Phase 1.c Additional Services (eg IP VPN, ISP, Access) Phase 1.b Infonova Order to cash Outsourcing Core Areas of Business Phase 1.a Process Outsourcing All segments
    • BTS
    Less needed More
    • Automation Impact
      • Streamlined processing end-to-end
      • Quicker revenues
      • Happier customers
    • Sample Speed to Market
      • Additional Broadband supplier - from concept to paying customers in 8 weeks delivering accelerated return on investment on network infrastructure
      • New Wholesale reseller – stood up in 4 weeks (the next one will take only 2 weeks)
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • C-level Exec brainstorming indicates telcos will need both Telco1.0 * and Telco2.0 business models
    • The Telco 2.0 Initiative
    • C Level Executive Brainstorm Sessions - four events with approx 700 execs so far
    • Designed to help Telecoms players investigate new business models. Provides primary market research and real-time market analysis to stimulate new ideas
    Telco1.0 business models include triple and quad play services requiring significant flexibility in front & back office systems Telco2.0 business models are double sided and require very significant flexibility in the front & back office systems Footnote: Telco 2.0 is a trademark of STL Partners www.telco2.net
    • According to IDC:
    • "It’s likely that Telco 2.0 will be the engine to drive the industry’s growth over the next several years, but without the right BSS to support these initiatives, service providers may stall right out of the gate."
  • Telco 1.0 business models include residential, business & wholesale customers buying services
      • Telco 1.0 Operators need a platform to:
        • activate, maintain, mediate and bill / invoice a portfolio of telecommunication and content services across wireless and wireline, (including fibre, ETTX and copper)
        • for single, family, complex account hierarchy, and tier 2 SP customers
        • deliver prepaid, post paid and real-time payment frameworks
        • manage the product portfolios from residential / SOHO, through SME, to large corporates
        • interconnect with the broad array of interfaces required for regulatory compliance, carrier interconnect on a product / service basis
    Services / Products Supported Multiple Access Technologies Options Incl: Wireline Wireless
  • Telco 2.0 business models create new customers and revenue stream opportunities for Operators Services Used New Entrant Provisioning / Assurance / Billing Raw Pipes etc Virtual Operator Product Management / Customer Management / Fulfilment / Billing / Receivables Raw Pipes etc Carrier Traditional Wholesale Customers White-label Wholesale Customers The Industry is Changing Reseller Raw Pipes etc Provisioning / Billing Next Gen IT capabilities needed
    • White-label Operator
    • … purchasing value-added services (e.g. VPN) to be packaged with its own products using the Wholesaler’s Business and Operational Systems e.g.
      • retailers
      • media publishers
      • utilities
      • device manufacturers
      • property managers
      • SI / integrators
      • medical facilities
      • local & federal government agencies
  • BSS Capabilities required to deliver Telco 1.0 & 2.0
    • Partners
      • Services sourced from many partners
      • Usage monitoring and settlement
    • Products & Revenue Management
      • Triple, quad, multi-play
      • Pass through, markup, royalty pricing
      • Loyalty / revenue sharing and allocation
      • Caps, bundles, discounts, etc.
    • Processes
      • Streamlined “order to cash”
      • Automated provisioning, online & offline fulfilment and configuration
      • Integrated billing, accounts receivable and collections
      • Open standards infrastructure and APIs
    • Channels
      • Wholesale, retail, dealers, sales agents
      • White-labelling (multi-branded)
      • Sales commissions, credit management
    • Customers
      • Consumer, business, enterprise, wholesale
      • Self service ordering and service management
      • Online bill presentation and payments
    • Services
      • Capability to integrate with & orchestrate:
        • OSS / SDP for NGN, PSTN, mobile, Internet, IP telephony, content, video/TV
        • Real time customer & offer analytics business intelligence
        • Multiple 3 rd party & legacy internal and external systems: financial, retail etc
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • Infonova’s BSS white-labels Order-to-Cash for branded Channels aggregating multiple Partner services Infonova’s BSS Release 6 Business Architecture
        • Front & back office BSS for:
        • Triple, Quad, Multi Play & Telco 2.0 White-labeling
        • Highly automated zero touch “order to cash”
        • Wholesale aggregation of multiple suppliers, partners and networks
        • Each entity has product management, customer management, fulfillment, billing and collections capabilities
  • Definitions & Activities Definitions The tenant virtual service operator (VO) is the end user facing brand. Includes channels for sales & service, marketing and strategy The Wholesale Aggregator / Bureau Operator (WABO) delivers service through the end to end service delivery lifecycle Activities - Marketing Campaigns - Brand Management - 1 st level Sales - 1 st level Service (MAC’s & Enquiries) - Product Management - Credit & Collections - Order collection - Qualification - Service Provisioning - Logistics - Activation / Installation - Assure (2 nd level, faults) - Mediate, rate & bill - Invoice - AR (paid project) - Payments ( ,, ) - Admin & Config Owner / Operator of Network infrastructure Other businesses, media, content etc - Activities relating to network operations - Suppliers fulfillment activities Infonova BSS Release 6 Business Architecture
  • Infonova’s BSS - Agile capabilities to automate order to cash Infonova BSS Release 6 Process & Module Framework Product Mgmt. Finance Billing Order Mgmt. Customer Mgmt. Platform & Business Mgmt. Customer Self Management Ticket Management Service and Resource Provisioning Rating Invoicing Bill Formatting Channel Management Product & Service Management Customer Relationship Management Order Management Mediation Accounts Receivable Supplier Management Wholesale, Virtualization and White Labeling Integration Platform (Workflow Management, Task Management, Notification Management) Content Management
  • Java EE Integration Platform and End to End Virtualization Infonova BSS Release 6 Process & Module Framework Product Mgmt. Finance Billing Order Mgmt. Customer Mgmt. Platform & Business Mgmt. Customer Self Management Ticket Management Service and Resource Provisioning Rating Invoicing Bill Formatting Channel Management Product & Service Management Customer Relationship Management Order Management Mediation Accounts Receivable Supplier Management Wholesale, Virtualization and White Labeling Integration Platform (Workflow Management, Task Management, Notification Management) Content Management
    • INTEGRATION PLATFORM
    • Features
    • Workflow Automation
    • Interface capabilities
    • Decomposition & Orchestration
    • Advantages
    • Non intrusive integration
    • Cross platform Bundling
    • Integrated end-to-end platform with billing & discounting
    • WHOLESALE, VIRTUALIZATION & WHITE LABELING
    • Features
    • Virtualisation, each entity has their own:
      • Product Catalogue for their portfolio
      • Customer Management for their customer base
      • Channel Management for their distribution partners
      • Billing with independent bill cycles
      • Data source for campaign analysis & execution
    • Whitelabeling
      • Branded customer care
      • Branded customer self care
      • Branded customer communications eg invoicing
    • Advantages
    • Aggregated supplier fulfillment functionality
    • Allows the virtual operator to be technology agnostic
    • Business rules support for complete order to cash management
    • Triple, quad and multi play bundles across complete service portfolio
  • Release 6 Product Positioning
    • Capabilities
        • Triple, Quad & Multi Play, Telco 2.0 & White-labeling
        • End to End Order-to-Cash Solution for Consumer, Business, Wholesale & White Label Channels
        • “ Quote to Cash” online experience for the customer, managing the process from sales to collections
        • Aggregates, bundles and bills for products across multiple technologies (both IP & legacy) from both a carrier’s own network / services as well as wholesale suppliers, and
        • Zero Touch / Low Touch Service Provisioning
        • Easy and intuitive web based applications for Operators, CSRs, Channel Partners & Customers
        • A Java EE integration platform with Business Process Management, Workflow Management, Notification & Task Management, Reporting & Analytics & full Administration Framework
    • Infonova BSS Value Proposition
        • Best of Suite vs Best of Breed
        • Business Impact - TMF case studies
        • Non-intrusive Deployments
        • Transformation Scenarios
        • Speed to Market - Very Quick Standup times
        • Customer Driven Vision
        • Configurable Options for Deployment
        • Convergent Solution for IP & legacy
        • Innovation e.g. zero touch VPN provisioning
        • Delivered Capability
        • Scaleable license model
    Release 6 - the power to address the myriad of business opportunities created by the dramatically converging value chains of telco, media, ICT and e-commerce
  • Customer Mgt Service Mgt Resource Mgt Resource Inventory Mgt. Resource Status Monitoring Resource Performance Monitoring/ Management Resource Logistics Correlation & Root Cause Analysis Customer QOS/ SLA Mgt. Customer Service / Account Problem Resolution Service Rating / Discounting Management Receivable Mgt. Voucher Management Arbitrage Management Resource Testing Mgt Resource Data Mediation Billing Data Mediation Service Quality Monitoring & Impact Analysis Service Performance Mgt. Service Problem Mgt. Resource Planning/ Optimization Enterprise Management Customer Contact, Retention & Loyalty Product Management Market / Sales Management Supplier / Partner Management Partner Management Product Lifecycle Management Supply Chain Management Campaign Management Channel Sales Management Security Management HR Management Asset Management Knowledge Management Financial Management Customer Self Management Product Strategy / Proposition Management Corporate Sales Management Customer Information Management Bill Formatting Service Inventory Mgt. Resource Domain Management (IT Computing, IT Applications, Network) SLA Mgt. Real-time Billing Management Oper. Support & Readiness Fulfillment Assurance Billing Fraud Management Customer Billing Management Integration Infrastructure Order Mgt. Revenue Assurance Management Notification Management WebAC Framework Import Export Service Workforce Mgt. Workflow Management Reporting & Analysis Service Design / Assign Resource Design / Assign Resource Provisioning / Configuration Resource Activation Resource Problem Management Service Specification Mgt. Resource Specification Management Product / Service Catalog Management Service Config. Mgt. Task Management Product Performance Management Quotation Engine Collections Mgt. Invoicing Infonova 3rd Party Infonova / 3rd Party Infonova Release 6 Footprint on the TAM
  • Telco 2.0 - How Infonova’s BSS works
        • A supplier wishes to bundle their services with services from carriers and other parties
        • The supplier can take a Virtual Operator entity role, either in their own right or on a contracted managed service basis from the platform operator
        • This will enable the supplier to bundle their own product with carrier + other services
        • The supplier, acting as a VO, can manage a direct relationship with the end customer
    $
  • Enabling Voice & Messaging 2.0
        • Voice & Messaging services can be made available to customers of Virtual Operators by offering access to customer information and an order to cash platform for a seamless customer experience
        • Infonova’s BSS provides the capability to integrate the voice & messaging service with zero touch provisioning
        • VO’s can then bundle & trade those services at the choice of their price point and on the appropriate revenue collection / sharing scheme, with the necessary business rules to match
        • Enables the Voice & Messaging services to be used by business operators to collect payments from other customers or suppliers / partners on the appropriate business rules basis
    $ $
  • Enabling Internet Video using IPTV
        • Internet Video services can be made available to customers of Virtual Operators by offering access to customer information and an order to cash platform for a seamless customer experience
        • Infonova’s BSS provides the capability to integrate the Internet Video services with zero touch provisioning
        • VO’s can then bundle & trade those services at the choice of their price point and on the appropriate revenue collection / sharing scheme, with the necessary business rules to match
        • Enables the Internet Video services to be used by business operators to collect payments from other customers or suppliers / partners on appropriate business rules basis
    $ $
  • MOVE example
        • Realtime interfaces for media/advertisement companies or online retail companies to query…
        • service providers and telecom carriers for "hints" about which advertisements matches an individual customers profile who is accessing the provided content just now.
        • Earn additional revenue from this service, without profile information being transferred by itself.
    • On an individual customer visit to their portal (content displayed, catalogues browsed), a realtime request goes to the platform and is routed to the service provider which is the actual connectivity provider for the customer.
    • The system then responds with a category match based on the customer profile maintained by the service provider in question (e.g. display ad from category 7-B, offer goods from category 12, price range D in the recommendation section).
    • Contracting and pricing for this service provided by the service providers and can be arranged like this:
      • contracts for full service with monthly flat fee
      • per impression
      • per conversion
      • per completion
    REALTIME CUSTOMER INFORMATION MATCHING
  • 2 way billing approach
        • Offered by the Infonova BSS since mid 1990ies
          • Billing and balancing usage and revenue share calculations for content consumed vs content produced / owned
        • New: sponsored services billing
          • Services and service features (e.g. Voicebox) can be offered at no cost to retail customers through advertising sponsorship. Customers are reminded that the service is sponsored by an advertiser on the invoice. This feature will enable the Service Provider to issue an accurate invoice showing advertisements played / displayed in conjunction with consumption of the service.
        • User Generated Content Billing
          • Customers can be compensated for providing content on WEB 2.0 platforms. Discounts or rebates can be provided based on ratings and/or popularity of the content provided by the user. This will enable Service Providers to offer community services with incentives for customers to contribute relevant material.
  • Billing vs collections solution
        • To enable true multi-sided revenue streams you need
        • Intelligent revenue sharing capability at charge level
        • Capabilities to match payments vs invoices intelligently
        • Integrated view over wholesale, partner and retail operations
        • End2End processes that are enabled for real-time payment flows including post-paid, pre-paid and mixed mode (mostly paid) variants
        • Integrated customer credit check and financial profiling
        • Ability to cope with multiple, charging payment channel requirements in different markets (cash, credit card, bank transfer)
  • Business Processes  CREATE VSO2 & Admin/CSR  CREATE Wholesale Product  CREATE Sales Channel  CREATE and ASSIGN Retail Products  CREATE CUSTOMER PLACE ORDER  PROVISION  MANAGE TASKS  MEDIATION RATING  BILL RUNS  CUSTOMER DATA
        • Direct . Agenda - Architecture
    Product Mgmt. Product & Service Management Customer Mgmt. Customer Self Management Ticket Management Customer Relationship Management Order Mgmt. Service and Resource Provisioning Order Management Billing Rating Invoicing Bill Formatting Mediation Finance Accounts Receivable Platform & Business Mgmt. Content Management Channel Management Wholesale, Virtualization and White Labeling Integration Platform (Workflow Management, Task Management, Notification Management)
  • Business Process: Platform & Business Management Manage Tasks Create and manage Process Instance Create and manage Operator Create and manage Notification Templates Exchange Data with External System Platform & Business Mgmt. Wholesale, Virtualization and White Labeling Integration Platform (Workflow Management, Task Management, Notification Management)
  • Business Process: Platform & Business Management Platform & Business Mgmt.
  • Business Process: Product Management Create Wholesale Product Offer Create Retail Product Offer Manage Sales Channels Manage Affinity Partners Create Wholesale Product Product & Service Management Channel Management Product Mgmt.
  • Business Process: Product Management Product Mgmt.
  • Business Process: Customer Management Create and Manage Billing Account Customer Relationship Management Ticket Management Create and Manage Customer Service Manage Tickets Customer Mgmt.
  • Business Process: Customer Management CM Core CM Credit Assessment CM Replication Customer Mgmt.
  • Customer Self Management
        • Infonova Customer Self Management allows customers to manage their accounts and view their online invoices and order new products.
        • Through Infonova’s CSM customers can view online invoices and customize service settings online.
  • Customer Self Management
        • Infonova CSM also enables customers to display account and service details.
        • The module gives customers the opportunity to change their passwords for login to Infonova CSM and optionally change the passwords for their mailboxes and access personal and broadcast information directly.
        • Related to the assurance area, Customers optionally can enter Trouble Tickets via Infonova CSM.
  • Business Process: Order Management Create and Manage Order Order Management Service & Resource Management Process Order Provisioning Status / Quality Check Provision new Service Provision new non comm. Service Provision change Service Provision change non Comm. Service Provision Churn Service Order Mgmt.
  • Business Process: Order Management Order Mgmt.
  • Business Process: Billing Process Usage Data Mediation Rating Invoicing Bill Formating Perform Rating Perform Invoice Run Manage Bill Formating Manage Invoices Manage Bill Cycle Billing
  • Business Process: Billing Mediation Rating Invoicing Bill Formating Billing
  • Business Process: Billing Mediation Rating Invoicing Bill Formating Billing
  • Business Process: Billing Mediation Rating Invoicing Bill Formating Billing
  • Business Process: Billing Mediation Rating Invoicing Bill Formating Billing
  • Business Process: Finance Generate aged debtors report Process invoice/ adjustment/ dispute Process payment/ dishonor / reversal Trigger refund Trigger direct debit payment Write-off/ Sell account Trigger Pre-Auth (cc, bank account) Update balances Generate GL receivables report Generate GL revenue report Generate aged disputes report Finance
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • Why Virtualization
        • Infonova BSS:
          • SOA-enables existing applications
          • Resolves incompatibilities
          • Composes and reuses service capabilities
        • Includes:
          • Distribution
          • Scalability
          • Reliability
          • Security
    SERVICES INTERFACE SOAP HTTP Getting Virtualization right delivers multiple impacts J2EE™ APPLICATION PACKAGED APPLICATION & LEGACY SYSTEMS .NET™ APPLICATION OPENEDGE FUTURE SERVICES XML
  • Infonova’s BSS Getting Virtualization right delivers multiple impacts… contd
  • Infonova BSS - Three Tier Architecture
        • All the components are based on Java EE.
        • Being based on a standard Java EE Application Server , the Infonova platform can be integrated seamlessly into an existing OSS/BSS architecture by using common integration standards like web services in addition to securely managed file interfaces.
  • Infonova BSS - Architecture
        • All the components are based on Java EE.
        • JUMPSLIDE . Establishing the platform
  • Infonova BSS - Three Tier Architecture
        • All the components are based on Java EE
          • Java JDK 1.5.0.x
        • Easy to integrate into an existing OSS/BSS landscape by using common integration standards like web services or managed file interfaces.
        • Three Tier Architecture
          • Java JDK 1.5.0.x
          • Struts 1.2
          • EJB3
          • Hibernate 3.1
          • Oracle 10.0.2g
  • Infonova BSS - Components
        • All the components are based on Java EE
          • Java JDK 1.5.0.x
        • BSS Components:
          • Ticket Management
          • Task Management
          • Customer Management
          • Notification Management
          • Channel Management
          • Product and Service Management
          • Order Management
          • Billing
          • Accounts Receivable
          • Service Resource Provisioning
  • Infonova BSS - Interfaces
        • Interfaces: Easy to integrate into an existing OSS/BSS landscape by using common integration standards like web services or managed file interfaces.
          • Web Services
          • JMS
          • RMI/IIOP
        • Workflow
          • jBPM
        • Data Integration
          • ESB
          • JMS, Web Services
          • Database
          • File
  • Infonova BSS – Integration Layer
        • Infonova’s BSS uses three different integration layers
          • Application Integration
          • Process Integration
          • Data Integration
    Application Integration
  • Infonova BSS – Integration Layer
        • Infonova’s BSS uses three different integration layers
          • Application Integration
          • Process Integration
          • Data Integration
    Process Integration
  • Infonova BSS – Integration Layer
        • Infonova’s BSS uses three different integration layers
          • Application Integration
          • Process Integration
          • Data Integration
    Data Integration
  • Establishing the platform
      • Continuous Integration & Agile Approach
      • Implement Infonova’s BSS out-of-the-box with virtual environment enables
        • Demonstration of core capabilities & functionality
        • Simulation of typical business scenarios
        • Determination of necessary configuration & other changes required
        • Nightly builds / customizations e.g. interfaces to external systems
      • UNIQUE: enables operator to work through needs and watch their platform develop
      • Objective: deliver immediate functional requirements
      • Initial launch: within 2-5 months depending on readiness of production environment and the number of interfaces to be developed
      • Enables the operator to provide early proof points on project progress to their customers
  • Alliances and Partnerships Network Suppliers ISV‘s Industry Associations HW/DB Outsourcer / SI
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • Business Model Functions Residential Small Enterprises Business Corporate Wholesale Product Offer Development (new/existing) Campaign Management Prospect Management Customer Catalogue Bid Management Account Management (existing customer) Bill Presentation Special Pricing Customer Information Management Product Offer / Bundle Catalogue Sales Inventory & Commission Channel Management Customer Acquisition, Retention and Growth Development (new/existing) Customer Contacts (relationship) management (Developing relationship framework) Product Catalogue (Includes pricing. Each product based on one or more services drawn from the service catalogue) Product Lifecycle Management (Product introduction, change & retirement) Configuration Management (Execute and Monitor Configurations, SLA, Access Control) Segment Demand Management Order Management Order (Product) Problem Resolution Credit Management Billing Workforce Management Business Intelligence & Analytics Rating Payments Management Financial Risk Management (Policy and Compliance) Logistics Mgmt. Service Delivery Support Mgmt. Procurement & Service Delivery Mgmt. Applications Mgmt. Service Delivery Infrastructure Mgmt. Sales Operations Product Business Rules & Workflow (Fulfill, Assure, Bill) Service Element Catalogue (Exposes services supplied through S/P interface in a common format facing the product catalogue + SLA) Service Element Mgmt. (Add, Delete, Change, Build) SPO Requisition Mgmt. Service Design & Feasibility Usage Data Generation (non-network) Service Element Performance Mgmt. (including SPO Performance) Issue Ticketing and Escalation Usage Data Aggregation (including Mediation) SPO Settlements & Payments Mgmt. Supplier, Partner and Operator Interfaces Financial Services Value Add Service Organisations (Media, Content, etc) Logistics Vendors (Mobile Phones, Modems) Network Providers Print Vendors (Invoice Production) Fulfilment Service Request Mgmt. SLA Network Mgmt. (including Performance) Usage Data Generation and Collection Usage Data Aggregation and Distribution Network Capacity Mgmt. Network Infrastructure Mgmt. ULL, GSM, GPRS, PSTN, Broadband Sales / Acquisition / Retention / Growth Process Business Rules & Workflow Wholesale offers are characteristically an significantly straight through from from SPO. Thin touch across layers Channel Partners (providing services to customer access capability)
  • Two sample channel operating models The branded product (Order only) The branded full service offer (Order to invoice)
    • In store advertising (ongoing), newsletter etc
    • Sell full service plans (x3)
    • Branded Service (powered by WABO)
    • Sales commission paid (up front/trailing?)
    • Via Network & Franchises
    • Branded product with WABO
    • Customer (end to end service delivery by WABO)
    • WABO product branded only
    • Specific Bundles & plans only
    • Payment channel
    • Invoice WABO branded
    • Pay commission to VO
    • From order submission to collections
    • 10 minute sales cycle (including order entry)
    • 24 hr activation (churn only)
    • Modest dealer commission payment
    • Ubiquitous
    • No lifecycle costs to VO
    • No logistics
    • Increased customer volumes
    • Full Converged Product Management: Bundles & Pricing under VO control etc
    • Marketing & sales (Store, Online), order entry, credit check, payment method validation
    • Wholesale pricing
    • VO customer (end to end service delivery by VO) MAC’s & enquiries
    • Collections
    • Debt
    • Incremental volume
    • New Channel reach
    • Minor effort to implement
    Benefits - 20 minute sales cycle (including order entry) - 24hrs + <10 days BB activation - Recurring revenue - Access to use all WABO service options – subject to commercial agreement - Increased payment volumes Benefits
    • E2E Platform & Support services
    • From order submission to invoice
    • Provisioning, white-branded fulfilment, mediation, rating, white-branded billing, invoicing (file)
    • 2 nd level faults / tech issues support
    • Option to add payments and AR if required
    • Incremental volume
    • Outsource work associated with customers
    • Channel reach
    • Medium effort to implement
    • Reduced cost to serve
    WABO VO WABO VO WABO Wholesale Aggregator / Bureau Operator VO Virtual Operator
  • Who does what – Telecoms Value Chain- Summary Market Sell Provide Service Bill / Credit Manage Support & Ops Wholesale / Bureau Operator VO Market, Sell & Serve
  • Who does what – Marketing & Selling Market Sell
    • Support & Ops
    • Standard:
    • Brand does own product configuration
    • Brand specific credit scorecard maintained with DP
    • Optional (paid project):
    • - Product Configuration provided as a service
    • Alternative credit checking solution
    • Standard payment options provided (DD/FDD – Bank & Credit Card) – Brand to establish own merchant ID’s
    • Alternate payment channels
    • AR
    • Brand
    • Standard:
    • Brand establishes and operates call centre (inbound / outbound) or any other channels (e.g. retail)
    • All orders executed in WebAC (CSC?)
    • Post paid only
    • Optional (paid project):
    • - 3 rd party contact centre engagement
    Wholesale / Bureau Operator VO
  • Who does what – Provide, Bill & Credit Manage
    • Support & Ops
    • Standard:
    • Provisions all orders onto network
    • Provides activation (mobile)
    • Provides provisioning of hardware, insurance and logistics (Mobile / DSL)
    • Provides ability to brand collateral, printing and shipping
    • Mediation, rating, billing & invoicing
    • Optional (paid project):
    • Alternate network
    • Alternate hardware / logistics
    • Alternate collateral development and logistics
    • Brand
    • Standard:
    • Submits orders, manages orders, manages process fallout (L1)
    • Responsible for stock management and settlement with suppliers (Bright point, LAN1, SEMA, MLH)
    • Responsible for credit management & collections
    Provide Bill / Credit Manage VO Wholesale / Bureau Operator
  • Who does what – Serve
    • Support & Ops
    • Standard:
    • Mediate, Rate, Bill, Invoice
    • 2 nd level technical support (tickets)
    • 2 nd level faults support (tickets)
    • Optional (paid project):
    • AR
    • CMS / CSC
    • Payments
    • Brand
    • Standard:
    • Provides first level support for MAC’s, enquiries, technical support, faults, issues and disputes
    • Responsible for collections
    • Responsible for debt
    • Responsible for regulatory (e.g. TIO)
    Service Wholesale / Bureau Operator VO
  • Agenda
        • Introduction
        • Business Imperative Design Inputs
        • Infonova Front & Back Office Order-to-Cash BSS Release 6
          • Business Architecture, Virtualisation & Whitelabelling
          • Functional overview
          • Architecture overview, SOA & Scale-ability
          • Integration, API’s overview
          • Deployment overview
        • Sample Infonova BSS Release 6 operating approach
        • Infonova Sample Quals / Case Studies & Business Impacts
  • Capabilities demonstrated by Infonova BSS
        • Infonova BSS deployments demonstrate SOA capabilities:
        • Triple, Quad & multi play scenarios
        • Delivering Zero & Near Zero touch provisioning and orchestration:
          • All IP services, Internet Core Services, VPN, IP Telephony, IP Centrex, Messaging, IPTV, SDP and PSTN, ISDN, GSM, GPRS, 3G / UMTS AND Media Services, Pay TV
          • 3 rd parties: credit, banking, fulfillment houses, government agencies LEA & TIO
          • Device distribution, Mobile, Modems etc
        • Wholesale, Business Segment, Mass Market and Virtual Operator functionality
        • Complex product management & bundling with rules based configuration online
        • Sophisticated Billing capabilities: event, usage, geographic band / time of day charging, royalty sharing, revenue & discount allocation, micro, alacarte, post paid & mostly paid
        • Mediation, Rating, Billing, Invoicing & EBP
        • Customer management & self care
        • Complex legacy integration scenarios with real time interfaces eg BI analytics engines
        • Tier 1 incumbent and Tier 2 operator functionality
  • Infonova’s Next Generation BSS: Sample Qualifications Client Solution Delivered Triple Play Cable Provider – Germany
      • Triple Play: TV, Internet, IP Telephony, Broadband
      • Class 5 IP Telephony Solution
      • BSS/OSS Integration, Cable OSS
      • Product Management
      • Billing, Wholesale, Interconnection
      • Customer Self Care
      • Invoicing, EBP
      • SAP Integration
    Service Provider – US
      • 43 Mobile Operators
      • Residential/Business/Wholesale
      • Billing (Rating, Invoicing, Accounts Receivable)
      • Product and Service Management
    Telecom Operator - Kosovo
      • Wire-line Voice/Internet/Mobile GSM
      • Billing and Provisioning for Voice, Internet
      • Interconnection Billing
      • Customer Self Management
  • Infonova’s TMF Case Studies Near & Zero Touch Fulfillment are a key component Zero Touch Quad Play Delivered - 12 weeks Zero Touch Triple Play Delivered - 16 weeks Zero Touch MPLS Automation Multi Brand ISP Core Services Zero Touch IP Centrex Zero Touch Triple Play Transformation Zero Touch Triple Play For Cable Zero Touch Provisioning For Cable
  •