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Amdocs on giga spaces selction and usage

by Nati Shalom

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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 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

Amdocs on giga spaces selction and usage

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Amdocs on giga spaces selction and usage Presentation Transcript