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TM Forum Presentation with cVidya and Alltel


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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

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TM Forum Presentation with cVidya and Alltel

  1. 1. Implementing a New RevenueIntelligence ProgramSheila Hensley, Director of Finance, ATN-AlltelAmir Gefen, Director of Industry Relations, cVidya NetworksTM Forum Management World AmericasDecember 5, 2012
  2. 2. Atlantic Tele-Network - History 2
  3. 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.) 3
  4. 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…….. 4
  5. 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. 5
  6. 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!!! 6
  7. 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 7
  8. 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 8
  9. 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 9
  10. 10. A new billing platform was launched without a revenueintelligence 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 platformHowever, it did not took long for management torealize the value provided through cVidya’s RevenueIntelligence platform……. 10
  11. 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 15,214Fraudulent long distance calls:• Cuba• Dominican Republic• Jamaica 11
  12. 12. New processes and alerts were added to the platformSince 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 12
  13. 13. Revenue Assurance Business impactVarious revenue leakage issues were identified and reported to the relevant internalteams for resolutionExamples 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 recordsExamples 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 13
  14. 14. RA and Fraud platform delivers additional benefitsUtilized 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 partnershipsSeveral 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! 14
  15. 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 15
  16. 16. THANK YOU! 16