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Competence Centres in Italy and abroad (i.e. Brasil) focused on the main market evolutions:
“ End-to-End” IT Solutions
SW Factory certified CMM3
Milano Roma Napoli Torino PSM Trento Orvieto To be Partner of our Customers at strategic, tactic and operational level, by continuously referring to business and technological evolutions of Customers’ market environment UNI EN ISO 9001:2000 ITIL® Main Certifications CMM3 Convergence Consolidation Customer Focus Competition New Networks
VAS on Broadband (BB Comm. ADSL+, Entertainm.,Home Net&Autom)
NGIN (i.e. Dualmode, Wi-Fi-Rete GSM/UMTS)
Convergent Rating and Billing
SOA OpenSource Competition Business&Operation Support Systems Enterprise Revenue Assurance Traffic Data Collection, Anal.&Mediation Authority Management System OSS&IN Rating and Billing (Pre&Postpaid) Sales Force Automation CRM Business Intelligence Document Management Knowledge Management Security ERP Value Added Services Mobile VAS Platforms and Portals … ...constantly oriented to Telecom Business and IT Evolutions Flexibility - Innovation - Time to market - Efficiency Convergence Consolidation Customer Focus New Networks
Our Approach to « solution » To guarantee a continuous and effective alignment of IT to Telcos strategies Operate
Customer Relationship Management Business Issues Introduction Solution Technological Enablers Clients Our practice delivers the complete breadth of solutions ranging from operational to analytical CRM. These include solutions for Sales Automation, Customer Service Centres, Marketing Analytics and Loyalty Services. We are experienced in large integrated CRM programmes having delivered 568 CRM projects as either integrated or dedicated solutions.
Increase customer/end-user satisfaction
Deliver efficient, consistent customer service
Increase sales success
Improve marketing approach
Manage increasing complexity of systems
Strong partnerships and deep understanding of best of breed CRM products allow us to implement solutions minimising customisation. We implement solutions through our adopted RAD based methodology aligned with vendor methodologies but tailored to suit individual clients We support the full solution lifecycle, from helping clients produce a sound ROI / ROC business case for CRM or conducting vendor selections, to design, build and operate solutions delivering the expected benefits against defined KPIs.
CRM - Sales Force Automation Business Issues Introduction Solution Technological Enablers Clients At Engineering we can offer a complete set of applications dedicated to the Sales Force Automation, from the customization of commercial SFA applications , generally utilized to manage the Corporate Sales Force of a Telecom operator to in-house developed applications that easily integrate in the existing CRM and Billing environment and can be used at the Point of Sale. Our portfolio also includes Commissioning Management solutions as this process belongs to the Sales process.
Improve the efficiency and the efficacy of the Sales.
Empower Dealer and Sales Representatives with dedicated applications that allow to perform Sales and Customer Service activities.
Manage the whole Partner Sales (e.g. Dealers and PoS) lifecycle from Dealer Recruitment to Dealer Performance Management.
Manage the Commissioning process based on configurable rules.
Whether the Sales process refers to the Consumer segment or the Corporate one, the Sales Force need specific tools and functionalities so that opportunities can be followed and closed in the shortest timeframe. These applications complement the CRM environment of a Telecom operator empowering both Dealers and Sales Representatives with a dedicated framework. Engineering’s approach is based on the complete application life cycle of the SFA environment - Consult, Build and Operate.
Rating and Billing ( for Pre and Post paid solutions) Introduction Rating & Billing processes encompass creating and maintaining a customer’s billing account, monitoring the status of the account balance, generating the final bills to be sent to the customers, and the handling of rating and billing exceptions. These processes apply to both the pre-paid and post-paid customer segments and can be implemented with solutions that keep the two segments separate or with convergent solutions that can handle both segments through a single environment. Business Issues Solution Technological Enablers Clients At Engineering we can offer a complete set of applications dedicated to the Rating and Billing area. These include turnkey solutions for small operators, point solutions tailored to specific needs all the way to end-to-end pre-paid or post-paid solutions. Our solutions are based on 3rd party products and on a number of in-house developments, enabling also end-to-end prepaid customer lifecycle (i.e. service activation, provisioning, voucher management, promotions, traffic archiving, offering mgt., ecc.) We support the full solution lifecycle, from helping operators conduct vendor selections, to design, build and operate Billing environments against defined KPIs.
Provide many and complex VAS in time to market and in an easy and efficient way
Keep business continuity and IT architecture consistent
Assure revenue coming from VAS usage
Business Issues Introduction VAS are key to increase operator revenues beyond their basic offer (voice, data, messages). VAS numbers and complexities need to be managed through specific platforms. Engineering designed and built a specific SDP platform to support consumers self-care and business customer services. Solution Technological Enablers Clients Mobile VAS Portals
VAS competence center established since 1999 with successful (and international) track record:
Ability to build bespoke high tech platform starting from 3rd party platforms delivered with expected KPIs:
send/receive information through many different channels, enabling services creation, service provisioning and operation
for mobile TV, IPTV and Streaming
Continue technological innovation focused on mobilization
Complete support to solution lifecycle from business case to operation
Platform completion with many enablers (customer management, revenue management, vas development)
Increase Customer ARPU creating new successful VAS
Introduce new VAS in time to market keeping business continuity and IT architecture consistent
Integration with VAS platforms and other enterprise systems
Business Issues Introduction Vas are key to increase operators’ revenues beyond their basic offer (voice, data, messages). VAS offering grows and operators require new attractive revenue-generator services. Engineering solutions support some of the most innovative Value Added end-to-end Services to end users: Betting, Ring To Back-tone, Instant Win, Televoting, Community & Blog, InfoContent; icketing; VideoCalls Center; VideoPortals; Multimedia Content Delivery; Mobile TV; LBS Services (tracking). Technological Enablers Clients
Vas competence center established since 1999 with successful (and international) track record:
Ability to built new VAS starting from 3rd party services
Competences in enterprise integration and network systems able to maintain business continuity
Continue technological innovation through concept prototyping
These competencies integrate perfectly with XALTIA through STELLA centre: multi-operator content-based Value Added Service provider, managing Content Provider (more than 60 content Provider), Service Development and Operation, trough full outsourcing platforms
OSS&IN Business Issues Introduction Solution Technological Enablers Clients Operation Support Systems help Service Providers to control and monitor their telecom network, supporting critical processes such as inventory management, service and fault management, service provisioning. The use of the intelligent network (IN) approach to support telecommunications services enables the adoption of productivity-enhancing techniques for new services creation.
IP, Mobile and Fixed networks are going to converge in a single network concept
Services need to be developed and delivered regardless of the network (network abstraction both for access part or backbone)
Services need to be managed in order to guarantee adequate levels of services to the customer
OSS systems need to be integrated and loosely coupled
To arrange modules of service-independent logic using graphical user interfaces, rather than creating new services by cutting fresh software code
Within OSS we support:
Network planning design and inventory
Network configuration management and service provisioning
Wireless Network creation
Service Level & Performance Management S&M service team in Turin
As a result of IN capabilities we support and develop services more quickly than ever: Mobile Number Portability, SMS Application Gateway, IVR, Twin Sim Multicard, Missed Call Advisor, SMS Relay.
Latin America PREPAID (App. Mngmt) Benefits Engineering Solution Engineering supports Latin America Clients in achieving business innovation, efficiency, quality targets of prepaid service whenever, wherever through remote support from Italy and Brazil on site presidium and offices
Efficiency of business critical prepaid applications
Business innovation with high level of time to market
To minimize increasing complexity of systems increasing the business and users
Design, Implementation and Governance of an Application Management model of TIM Brasil prepaid applications.
It covers all the application lifecycle activities, from requirements analysis up to on site support and maintenance (Preventative, Supportive and Corrective, Adaptive, ecc.)
It is based on:
Implementation of efficiency drivers identified along a multiyear contract
Identified and agreed KPI
Proximity of core competences as well as of remote support, leveraging on Italy competence center as well as on a newly created Service Center in Brasil
Reduction and timely handling of application downtime
Improvement of the overall service quality level
Prepaid Applications supporting business evolutions
To build real time solution enabling VAS Services creation and delivery to the end users with high Time to Market
Integration with all system through standard Interface
Reporting based on statistics
Solution based on BEA Application Server and Oracle DataBase dedicated to send/receive information trough different channels
VAS Service are created and configured by the Telco Operator and are personalized by end users through optional choices
Implementation as an independent platform supporting GSM/GPRS/UMTS technologies
Adaptability to any heterogeneous Network Environment
Short time to install and to introduce in the system.
Bug free and excellent performance.
Benefits Engineering Solution Objectives To provide VAS fast, easily, efficiently through a multi-channel platform @ WAP, SMS, USSD, CBC WEB WEB Phones, IVR e-mail Content and Services Banks and Financial Institutions $ Customer Care Customer Profiling Self Caring
To address info-service launch with high time to market and quality level
To address end user’s satisfaction for service by VAS tuned with their specific requests and their specific device
To strengthen Customer loyalty through profiling
A dedicated web platform between info content (text, images and video) providers and Telco Operator’s end users:
Real-time platform, enabling configuration and personalization via web
Allowing to define personalized services for end users with high level of service personalization by end-users (which information to receive , when, where and how) who are also able to subscribe and access the Info services provided by content providers
Management of info for different final channels: SMS,MMS,WAP,E-mail
Specific tool for statistics and reporting for end user’s preferences tracking
Metrics and performance indicators for each SW production phase
Good tracked performances Receive/Send info
Revenue generator, Tariff plan and bonus management
Increase of end user loyalty
End-user (Telco’s customer) base enlargement through new payers generation through free content access
Benefits Engineering Solution Objectives To increase ARPU through content services on new channels
WIND ITALIA – Prepaid Testing Tool Benefits Engineering Solution
To maximize reliability of business processes such as rating and IVR Self Caring by monitoring the proper implementation of tariff plans and promotions inside them
To implement a further solution supporting the Revenue Assurance process
The solution consists of:
An IVR testing tool able to test the Work-Flow behaviour running on IVR production nodes comparing the result with the expected one.
A SDP testing tool, a rating engine able to control the elaborations done by the SDP production system comparing them with the expected one.
A real traffic generator to build test case.
Engineering Solution met full customer satisfaction answering customer’s requirements on quality, timing, cost .
Our music platform captures the user’s metadata, matches it with the music in the nuTsie music catalog and streams it under radio rights rules
Play your music: Upload your iTunes playlists.
Explore new music: Search for any band, album, or artist. Add your friends’ playlists. Hear recommended songs based on your music.
Listen anywhere, anytime: On any web-connected PC, mobile phone, IP TV, set-top box.
Drive data usage, data revenue and sales of phones and data plans
Generate application subscription revenue
Extend music experience to MTV’s website (listen to music on the web)
Mobile Music Your music Search MTV channels Recommendations Discovered Music Friends’ playlists Listen at home on home PC Listen at work on work PC Listen everywhere else on your mobile phone Placeshift
The Mobile TicketTag Platform Ticketing Platform