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  • In today’s market, it is important to form relationships with companies that you know will be there for the long-term, have the resources to support your business needs and can be a trusted advisor. Amdocs is such a company. We are the market leader in Customer Experience Systems (CES), providing support for the complete customer lifecycle across business support systems (BSS), operational (or operations) support systems (OSS), and service delivery. Amdocs CES enables service providers to deliver an experience that is intentional, not an afterthought or a by-product of technology, integrated which means streamlined for cost-efficient operations and innovative enabling new revenue streams and business models. As a matter of fact, Amdocs CES is the first to transcend traditional business- and operational-support systems and service delivery platforms to enable service providers to focus not on technology, but on business growth. Amdocs CES approach combines our singular industry focus on the communications market, our leading B/OSS and service delivery products, and strategic services, combined with our 25+ years of experience, to ensure our customers successfully execute on their strategies.We are a global company with revenue of US$3.0 billion in fiscal 2010 and more than 19,000 employees to serve our worldwide customer base. With a very strong cash position US$1.4 billion in fiscal year 2010, Amdocs is a company with excellent resources for continued investment in our customers’ success. And, our comprehensive understanding of our customers’ businesses and the relationships we develop with them enable us to offer greater value by providing them with best practices, insights and solutions gathered from across the communications industry and different geographies. As you can see, industry analysts and leaders have verified our leading market position. [Read analyst confirmation from slide or quotes below in notes] Let’s take a look at Amdocs’ history and how we got to where we are today. <>Additional 2010 Analyst Accolades & Pull Quotes by Portfolio OfferingOSS: Very strong rating: Gartner OSS Scorecard, Jan 2010 “Amdocs’ dedicated OSS road map elaborates on continuous amalgamation of those assets, in order to create more flexible, modular, out-of-the-box, next-generation network (NGN) and service fulfillment solution.” Gartner Dataquest Insight: Operations Support Systems Market Overview and Strategic Scorecard for Vendors, January 2010 Ranked #1 in Inventory Management (Gartner TOMS) April 2010Revenue Management: Undisputed billing leader with 27% market share; Amdocs is the only vendor ranked as market leader in all regions and service segments. Analysys Mason, July 2010 Ranked #1 in rating and charging and other core billing, Stratecast Partners, August 2010Customer Management:“Amdocs remains a Strong Performer in this edition of the Forrester Wave and delivers advanced leading capabilities for most of the business processes in the order management cycle.” The Forrester Wave: order Management Hubs, Q2 2010, Forrester Research, Aug 2010Service Delivery:“With ChangingWorlds, Amdocs gained key mobile personalization and intelligent portal capabilities, enabling operators that partner with Amdocs to enhance their mobile portal navigation, mobile advertising and also provide better content search and recommendations for subscribers.” Data Traffic Growth Drives the Content Delivery Platform Market, Yankee Group, May 2010“Amdocs gained 5 percentage points in market share to become the market leader, largely as a result of its acquisition of ChangingWorlds and strong growth in its customer base.” Service Delivery Platform Market Share Report 2009, analysys mason, May 2010Services:“As telecoms services increasingly move to an IP foundation, and as the numbers of user types, QoS levels, billing relationships, and value added services explode, service providers will choose to outsource their IT functions to full-service specialists in carrier software. Amdocs is well positioned for this shift, thanks to its broad expertise in telco IT, global reach, mature service offerings, and the flexibility afforded by its strong balance sheet.” Amdocs EMEA Managed Services: A focus on Business Benefits, IDC, March 2010
  • AIDA translates data into knowledge and knowledge into action, in real time
  • Present agent/customer with predicted customer motivationsProblems, observations, anomaliesTarget why customer is interactingProvide directed next best action to resolve reason for interactionProactive – as don’t just deal with reason customer is interacting but with all top potential issuesShift from customer service to true relationship management

Amdocs on giga spaces selction and  usage Amdocs on giga spaces selction and usage Presentation Transcript

  • Amdocs Intelligent Decision Automation
    Bill Guinn CTO Amdocs Product Enablers
    February 7, 2011
  • Amdocs Leader in Customer Experience Systems
    A Unique Business Model
    Service Provider Industry Focus
    Leading BSS, OSS & Service Delivery Products
    Strategic Services
    $3.0B in revenue
    $410M operating income
    $1.4B in cash
    More than 19,000 employees
    Over 60 countries
    TM Forum’s “Industry Leadership” award.
    (June 2010)
    Highest Possible Overall Rating in BSS Scorecard and OSS Scorecard Reports.
    (Dec 2009, Jan 2010)
    Leading Telecom Operations Management Systems Vendor Worldwide.
    (May 2010)
  • Amdocs Intelligent Decision Automation (AIDA)
    A software platform that allows service providers to maximize business performance by automating & optimizing operational decision making in real time, across an organization
  • AIDA Enabling Intelligent Business
    and
    and
    and
    and
    Awareness: seeing information from multiple sources and translating into relevant decision factors:
    LOGIC ZOOM:
    EDIT
    DEPLOY
    VIEW
    simple
    advanced
    Abnormal Fee Policy
    VERSION: 1.3
    OWNER: User Name
    MODIFIED BY: User Name
    DESCRIPTION: Loremipsum dolor sit amet, consecteturadipiscingelit. Sedcondimentum ante euturpisplaceratporttitor. Maecenas vitae lectus non justomollisrutrum at condimentum mi. [Edit]
    1.
    If
    Customer has a late Fee
    and
    Customer Payment Pattern
    is
    Good Payer
    or
    and
    Customer Value
    is not
    Low
    Improving Payer
    3
    then
    Credit Fee
    .
    Dealing with the customer:
    Amount Received
    Partial Payment
    Late Fee
    Payment
    Credit Fee
    Method
    Customer Payment Pattern
  • Massive scale, billions of events/day == 150M customers
    24*7
    Cloud Enabled
    Business real time inferencing and decisioning (500ms response time)
    Uncoupled integration – open world model –
    M:M:M : atomic ->abstraction : structured and unstructured data
    Cohesive past, present, and real time World View
    True user managed and defined schema and decision factors (concepts)
    Closed loop learning: decision->actions->effect->learning
    Low cost <.05 customer/year
    Stringent Game Changing Requirements
  • Think
    Act
    See
    Actions
    Decision Engine
    Events
    GigaSpaces Application Server - Space Based
    Container
    AIDA Runtime Architecture
    Amdocs
    Event Collector
    Container
    Semantic Inference
    Engine
    andBusiness
    Rules
    Amdocs
    Integration
    Framework
    Event
    Ingestion
    Events
    Scheduled
    Events
    Bayesian
    Belief
    Network
    CRM
    Revenue
    Mgt
    Ordering
    CRM
    Other
    System
    Other
    System
    Other
    Systems
    “Sesame”
    Performance cache
    Network
    Business
    Intelligence
    Other
    System
    Other
    Systems
    RDF
    Triple Store DB
    RDF
    Triple Store DB
    Data Sources
    Any internal or external system
    Structured or Unstructured
    Operational Systems
    Any operational system
  • Why GigaSpaces
  • Sample ApplicationsMultichannel Guided Interaction
    Guided Interaction Advisor
    Virtual Agent
  • AIDA – The Enterprise Interaction Hub
    Contact Center
    Retail
    XXX.com
    IVR
    Reseller
    Mobile
    Inferred Motivations and Recommended Actions
    • Central repository of business policies
    • Complete customer and world view
    • Cross-channel context awareness
    • Optimizes in-channel and cross-channel scenarios
    Guided Interaction Advisor
    Enablers
    Semantic Decision Engine, Probabilistic Engine, Integration
    AIDA
    Business Tools
    AIDA Business Composer
    Dev Tools
    AIDA SDK, ABLE Language
    Hundreds of Decision Factors
    World View
    (Business Ontology)
    Event Ingestion
    AIDA Event Collector
    Events
    Network
    Billing
    CRM
    Ordering
    Social Media
  • Guided Interaction Advisor
    REDUCE CONTACT CENTER COSTS AND IMPROVE THE CUSTOMER EXPERIENCE
    THROUGH INTELLIGENT AGENT GUIDANCE