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    1. 1. Engineering and the Telco Market
    2. 2. Agenda <ul><li>Engineering in the Telecom Market </li></ul><ul><ul><li>Overview </li></ul></ul><ul><ul><li>Engineering Offering for the Telecom Market </li></ul></ul><ul><ul><li>Focus on some best practices </li></ul></ul><ul><ul><li>Some References </li></ul></ul>
    3. 3. Engineering in the Telecom market <ul><li>… relevant IT Player in the domestic and international telecom market </li></ul><ul><li>20 years of experience in the field </li></ul><ul><li>International Start-up </li></ul><ul><li>Global delivery with Local focus through on site and remote teams </li></ul>Italy 3 ,100 Italia (Telecom Italia, Wind, Vodafone, 3) Argentina (Telecom Personal, Diasorin) Brazil (TIM Celular) Greece (Wind Hellas) Serbia (Telecom Srbija, Promonte GSM) Turkey (AVEA) Venezuela (Digitel)
    4. 4. Engineering in the Telecom market <ul><li>About 1700 Professionals </li></ul><ul><li>Competence Centres in Italy and abroad (i.e. Brasil) focused on the main market evolutions: </li></ul><ul><ul><li>Billing (pre-postpaid) </li></ul></ul><ul><ul><li>OSS </li></ul></ul><ul><ul><li>CRM&Sales solutions </li></ul></ul><ul><ul><li>BI&DWHS </li></ul></ul><ul><ul><li>VAS </li></ul></ul><ul><ul><li>Architecture (EAI-SOA) </li></ul></ul><ul><li>“ End-to-End” IT Solutions </li></ul><ul><li>SW Factory certified CMM3 </li></ul>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
    5. 5. Engineering Offering for the Telecom Market <ul><li>VAS on Broadband (BB Comm. ADSL+, Entertainm.,Home Net&Autom) </li></ul><ul><li>Streaming Mobilization </li></ul><ul><li>NGOSS </li></ul><ul><li>NGIN (i.e. Dualmode, Wi-Fi-Rete GSM/UMTS) </li></ul><ul><li>MVNO/MVNE </li></ul><ul><li>Convergent Rating and Billing </li></ul><ul><li>Unique CRM </li></ul>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
    6. 6. Our Approach to « solution » To guarantee a continuous and effective alignment of IT to Telcos strategies Operate <ul><li>Application management </li></ul><ul><li>Infrastructure management </li></ul><ul><li>Desktop devices </li></ul><ul><li>Process Outsourcing </li></ul><ul><li>Strategy and Vision </li></ul><ul><li>Business Models </li></ul><ul><li>Organization and Processes </li></ul><ul><li>Performance Improvement </li></ul>Change Programs Lifecycle Design Build <ul><li>Architecture </li></ul><ul><li>Package implementation </li></ul><ul><li>Projects </li></ul><ul><li>Integration Services </li></ul>
    7. 7. Technological Partnerships F A S T
    8. 8. Agenda <ul><li>Engineering in the Telecom Market </li></ul><ul><ul><li>Overview </li></ul></ul><ul><ul><li>Engineering Offering for the Telecom Market </li></ul></ul><ul><ul><li>Focus on some best practices </li></ul></ul><ul><ul><li>Some References </li></ul></ul>
    9. 9. Agenda <ul><li>Engineering in the Telecom Market </li></ul><ul><ul><li>Overview </li></ul></ul><ul><ul><li>Engineering Offering for the Telecom Market </li></ul></ul><ul><ul><li>Focus on some best practices </li></ul></ul><ul><ul><li>Some References </li></ul></ul>
    10. 10. 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. <ul><li>Increase customer/end-user satisfaction </li></ul><ul><li>Deliver efficient, consistent customer service </li></ul><ul><li>Increase sales success </li></ul><ul><li>Improve marketing approach </li></ul><ul><li>Manage increasing complexity of systems </li></ul>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.
    11. 11. 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. <ul><li>Improve the efficiency and the efficacy of the Sales. </li></ul><ul><li>Empower Dealer and Sales Representatives with dedicated applications that allow to perform Sales and Customer Service activities. </li></ul><ul><li>Manage the whole Partner Sales (e.g. Dealers and PoS) lifecycle from Dealer Recruitment to Dealer Performance Management. </li></ul><ul><li>Manage the Commissioning process based on configurable rules. </li></ul>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.
    12. 12. 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. <ul><li>Reduce the cost of Billing&Prepaid platforms </li></ul><ul><li>Operating efficiency </li></ul><ul><li>Product Innovation and Service Differentiation </li></ul><ul><li>Flexible Product definition and Promotion design </li></ul>
    13. 13. Mobile VAS Platforms and Portals <ul><li>Operators need to: </li></ul><ul><li>Increase Customer ARPU increasing VAS usage </li></ul><ul><li>Provide many and complex VAS in time to market and in an easy and efficient way </li></ul><ul><li>Keep business continuity and IT architecture consistent </li></ul><ul><li>Assure revenue coming from VAS usage </li></ul>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 <ul><li>VAS competence center established since 1999 with successful (and international) track record: </li></ul><ul><li>Ability to build bespoke high tech platform starting from 3rd party platforms delivered with expected KPIs: </li></ul><ul><ul><li>send/receive information through many different channels, enabling services creation, service provisioning and operation </li></ul></ul><ul><ul><li>for mobile TV, IPTV and Streaming </li></ul></ul><ul><li>Continue technological innovation focused on mobilization </li></ul><ul><li>Complete support to solution lifecycle from business case to operation </li></ul><ul><li>Platform completion with many enablers (customer management, revenue management, vas development) </li></ul>
    14. 14. Value Added end-to-end Services <ul><li>Operators need to: </li></ul><ul><li>Increase Customer ARPU creating new successful VAS </li></ul><ul><li>Introduce new VAS in time to market keeping business continuity and IT architecture consistent </li></ul><ul><li>Integration with VAS platforms and other enterprise systems </li></ul>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 <ul><li>Vas competence center established since 1999 with successful (and international) track record: </li></ul><ul><li>Ability to built new VAS starting from 3rd party services </li></ul><ul><li>Competences in enterprise integration and network systems able to maintain business continuity </li></ul><ul><li>Continue technological innovation through concept prototyping </li></ul><ul><li>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 </li></ul>Solution
    15. 15. 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. <ul><li>IP, Mobile and Fixed networks are going to converge in a single network concept </li></ul><ul><li>Services need to be developed and delivered regardless of the network (network abstraction both for access part or backbone) </li></ul><ul><li>Services need to be managed in order to guarantee adequate levels of services to the customer </li></ul><ul><li>OSS systems need to be integrated and loosely coupled </li></ul><ul><li>To arrange modules of service-independent logic using graphical user interfaces, rather than creating new services by cutting fresh software code </li></ul><ul><li>Within OSS we support: </li></ul><ul><ul><li>Network planning design and inventory </li></ul></ul><ul><ul><li>Network configuration management and service provisioning </li></ul></ul><ul><ul><li>Wireless Network creation </li></ul></ul><ul><ul><li>Network Provisioning </li></ul></ul><ul><ul><li>Reporting </li></ul></ul><ul><ul><li>Service Level & Performance Management S&M service team in Turin </li></ul></ul><ul><li>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. </li></ul>
    16. 16. Agenda <ul><li>Engineering in the Telecom Market </li></ul><ul><ul><li>Overview </li></ul></ul><ul><ul><li>Engineering Offering for the Telecom Market </li></ul></ul><ul><ul><li>Focus on some best practices </li></ul></ul><ul><ul><li>Some References </li></ul></ul>
    17. 17. 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 <ul><li>Efficiency of business critical prepaid applications </li></ul><ul><li>Business innovation with high level of time to market </li></ul><ul><li>To minimize increasing complexity of systems increasing the business and users </li></ul>Objectives <ul><li>Design, Implementation and Governance of an Application Management model of TIM Brasil prepaid applications. </li></ul><ul><li>It covers all the application lifecycle activities, from requirements analysis up to on site support and maintenance (Preventative, Supportive and Corrective, Adaptive, ecc.) </li></ul><ul><li>It is based on: </li></ul><ul><li>Implementation of efficiency drivers identified along a multiyear contract </li></ul><ul><li>Identified and agreed KPI </li></ul><ul><li>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 </li></ul><ul><li>Measurable Savings </li></ul><ul><li>Reduction and timely handling of application downtime </li></ul><ul><li>Improvement of the overall service quality level </li></ul><ul><li>Prepaid Applications supporting business evolutions </li></ul>Italy 3 ,100
    18. 18. <ul><li>To take the business opportunities linked to MVNO market opening in Italy. </li></ul><ul><li>As first fundamental step to make available all those assets – such as a dedicated platform – essential to develop Multiple MVNO Partnerships </li></ul>MVO Project Telco Operator <ul><li>Phase 1 has been concluded meeting successfully project time plan and full customer satisfaction </li></ul><ul><li>The Program is currently ongoing. </li></ul><ul><li>A flexible and scalable solution based on Engineering knowledge and expertise about Telco processes and related enabling technologies: </li></ul><ul><ul><li>enabling platform (MVNE) for MVNO market, including integration Middleware/layer technologies for CRM, Rating, Billing, Billing Wholesales, Resource Mgt., VAS </li></ul></ul><ul><ul><li>SOA oriented architecture and Web Services technologies (WSDL/SOAP); implemented on BEA WSL 9.2 </li></ul></ul><ul><li>Engineering performs: </li></ul><ul><ul><ul><li>the coordination of internal (from different practices) and external (3° parties: ORGA/Siebel) teams </li></ul></ul></ul><ul><ul><ul><li>PMO, Business Requirements, Design, Development, System Integration </li></ul></ul></ul><ul><ul><ul><li>System Test, Integration Test and end-user Tests (Collaudo) within Telco environment </li></ul></ul></ul>Partner in Business Model Innovation meeting successfully project time plan and addressing time to market Benefits Engineering Solution Objectives
    19. 19. VAS Self Caring (Jemma) <ul><li>To build real time solution enabling VAS Services creation and delivery to the end users with high Time to Market </li></ul><ul><li>Integration with all system through standard Interface </li></ul><ul><li>Reporting based on statistics </li></ul><ul><li>Solution based on BEA Application Server and Oracle DataBase dedicated to send/receive information trough different channels </li></ul><ul><li>VAS Service are created and configured by the Telco Operator and are personalized by end users through optional choices </li></ul><ul><li>Implementation as an independent platform supporting GSM/GPRS/UMTS technologies </li></ul><ul><li>Adaptability to any heterogeneous Network Environment </li></ul><ul><li>Short time to install and to introduce in the system. </li></ul><ul><li>Bug free and excellent performance. </li></ul>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
    20. 20. INFOTAINMENT (Content Delivery) <ul><li>To address info-service launch with high time to market and quality level </li></ul><ul><li>To address end user’s satisfaction for service by VAS tuned with their specific requests and their specific device </li></ul><ul><li>To strengthen Customer loyalty through profiling </li></ul><ul><li>A dedicated web platform between info content (text, images and video) providers and Telco Operator’s end users: </li></ul><ul><li>Real-time platform, enabling configuration and personalization via web </li></ul><ul><li>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 </li></ul><ul><li>Management of info for different final channels: SMS,MMS,WAP,E-mail </li></ul><ul><li>Specific tool for statistics and reporting for end user’s preferences tracking </li></ul><ul><li>Metrics and performance indicators for each SW production phase </li></ul><ul><li>Good tracked performances Receive/Send info </li></ul><ul><li>Revenue generator, Tariff plan and bonus management </li></ul><ul><li>Increase of end user loyalty </li></ul><ul><li>End-user (Telco’s customer) base enlargement through new payers generation through free content access </li></ul>Benefits Engineering Solution Objectives To increase ARPU through content services on new channels
    21. 21. WIND ITALIA – Prepaid Testing Tool Benefits Engineering Solution <ul><li>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 </li></ul><ul><li>To implement a further solution supporting the Revenue Assurance process </li></ul>Objectives <ul><li>The solution consists of: </li></ul><ul><ul><li>An IVR testing tool able to test the Work-Flow behaviour running on IVR production nodes comparing the result with the expected one. </li></ul></ul><ul><ul><li>A SDP testing tool, a rating engine able to control the elaborations done by the SDP production system comparing them with the expected one. </li></ul></ul><ul><ul><li>A real traffic generator to build test case. </li></ul></ul><ul><li>Engineering Solution met full customer satisfaction answering customer’s requirements on quality, timing, cost . </li></ul>To test Core Business Processes
    22. 22. Benefits Engineering Solution <ul><li>Transform mar keting requirements into revenue generating services based on IN/NGIN </li></ul><ul><li>Easy to deploy/maintain/upgrade service logic on top of common framework architecture </li></ul><ul><li>Flexible and customized solutions </li></ul>Objectives <ul><li>Engineering thanks to its competence center provide the following services: </li></ul><ul><ul><li>gathering customer requirements </li></ul></ul><ul><ul><li>provide technical and operational documentation </li></ul></ul><ul><ul><li>perform internal acceptance testing </li></ul></ul><ul><ul><li>perform customer acceptance testing at Vodafone laboratory </li></ul></ul><ul><ul><li>deployment of solution at Vodafone field nodes across all Italy </li></ul></ul><ul><ul><li>support and maintenance </li></ul></ul><ul><li>End-to-end system integration services </li></ul><ul><li>Business requirements fitted </li></ul><ul><li>Timely handling of application downtime </li></ul><ul><li>Measurable Savings </li></ul><ul><li>Overall service quality level </li></ul>Vodafone IN-NGIN Mobile Number Portability Service based on IN/NGIN to increase ARPU
    23. 23. Video Portal <ul><li>MVI (Mobile Video Interactive) is a portal platform able to manage all kinds of video contents </li></ul><ul><li>Through a video call to a specific Premium number (ex 4444 in Italy) the user can access to several Portal services such as: </li></ul><ul><ul><li>Video on-demand, streaming live </li></ul></ul><ul><ul><li>Videoconference, Videochat </li></ul></ul><ul><ul><li>Videomail, Videoblog </li></ul></ul><ul><ul><li>Video answering machine </li></ul></ul><ul><li>User experience is a step forward by the IVR technology </li></ul><ul><li>The platform is based on standard protocols ( SIP, H.323 ) in order to manage value added services. </li></ul><ul><li>The user can navigate a multilevel menu through keyboard interaction (DTMF) </li></ul>
    24. 24. Placeshifting – Office on Hand <ul><li>Allows the complete management of the User Multimedia Catalog published on his own server area through a mobile network </li></ul><ul><li>The user manages his catalog through a special client installed on the PC </li></ul><ul><li>Content can be accessed through Web/Wap/Client: </li></ul><ul><li>It does exist different marketing versions of the same concept: </li></ul><ul><li>for consumer users: to have a server multimedia center accessible by all devices (mobile, pc, etc.) </li></ul><ul><li>for consumer users: connect peer to peer all the personal devices as like as a personal area network </li></ul><ul><li>for business users: share and synchronizes all the business information through the different employee devices </li></ul>
    25. 25. <ul><li>TIM Tribù consist of a successful WEB/WAP portal with messaging SMS/MMS supporting. </li></ul><ul><li>Through WEB and WAP it is possible to create his own blog and groups, find the friends and self-care </li></ul><ul><li>Blog can be personal, reserved or public, read only or write permitted. They can belong to a specific category (friends, animal, horoscope etc..) </li></ul><ul><li>Blog owners can feed content through WEB, MMS and SMS </li></ul><ul><li>Provide, through WEB, news, videogames, music, events and survey specifically dedicated to the Tribù members. </li></ul><ul><li>It includes the access to the Chat functionality (TIM Cafè) </li></ul><ul><li>Thanks to the market success of Tim Tribù and Tim Cafe’, we are launching other communities portals that enclosed enriched multimedia contents and graphic capabilities: </li></ul><ul><ul><li>Second Life, Wannabe </li></ul></ul><ul><li>We are working to extend communities concept with presence and loacation based capabilities </li></ul>Communities: Tim Tribù, Mobile Second Life, Wannabe
    26. 26. <ul><li>News Click is the “always-on” platform that sends news and subscribed content to end users in a push way </li></ul><ul><li>The News Click platform provides the requested information through feed RSS to the registered handset. Only the handset equipped with a dedicated client can present the info using a sliding ticker </li></ul><ul><li>The user can gets detailed contents, linked to the main ticker, just clicking and activating a WAP download </li></ul><ul><li>It can work even on GPRS (rather than IMS technology) </li></ul>News Click
    27. 27. LBS services
    28. 28. <ul><li>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 </li></ul><ul><li>Play your music: Upload your iTunes playlists. </li></ul><ul><li>Explore new music: Search for any band, album, or artist. Add your friends’ playlists. Hear recommended songs based on your music. </li></ul><ul><li>Listen anywhere, anytime: On any web-connected PC, mobile phone, IP TV, set-top box. </li></ul><ul><li>Drive data usage, data revenue and sales of phones and data plans </li></ul><ul><li>Generate application subscription revenue </li></ul><ul><li>Extend music experience to MTV’s website (listen to music on the web) </li></ul>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
    29. 29. The Mobile TicketTag Platform Ticketing Platform
    30. 30. © Copyright XALTIA 2007. All rights reserved. m-gov
    31. 31. Engineering and Telco Market Thank You!