ESKA® BCRM is a convergent billing and customer relationship management system for telecommunication networks. It enables real-time billing and has a flexible rating engine. The system provides features for customer care, order management, point of sale management, customer self-care, customer relationship management, product definition, credit monitoring, resources management, and convergent rating and charging. It helps telecom operators manage billing and customers quickly and effectively.

1. ESKA® BCRM
Convergent Billing & Customer Relationship Management
ESKA® BCRM is a mission critical end-to-end convergent
billing system that enables real-time billing in telecommunication
networks.
The system has a flexible and powerful convergent rating engine
that gives network operators a competitive advantage to be
market leaders in the telecommunications industry.
With its comprehensive convergent billing and customer
relationship management features that address multi-service
operators such as: GSM, GPRS, CDMA, WiMAX, VoIP ISP and
,
fixed networks, ESKA® BCRM helps telecom operators run and
manage billing processes quickly and effectively.
The system provides Real-Time Charging, Customer Care, and
Voucher Management tools, and has direct interface with the
telecommunications and signalling world.
ƒƒINAP CS1, INAP CS2, CAMEL2, and CAMEL3 support
ƒƒPrepaid roaming support
Strengths ƒƒFlexible handling of new product and service offerings and
marketing initiatives
ƒƒMenu driven interface
ƒƒOperational efficiency with single charging and rating
ƒƒScalability and modularity
ƒƒEnhanced settlement capabilities
ƒƒMultilingual multi-service support
ƒƒMultiple payment methods (prepaid, post-paid and hybrid) on
ƒƒUser-friendly Web interface different levels of usage, time and service
ƒƒ deployment
Fast ƒƒSupport for time and service-based hybrid accounts
ƒƒAvailability and service continuity ƒƒProvisioning access for third-party service providers through
ƒƒN-tier application architecture TCP/ IP socket interface and Web service interface
ƒƒSupport for convergent billing and/ or separation of post-paid ƒƒCredit/ debit note handling
and prepaid billing ƒƒAdvanced pricing components
ƒƒSupport for small to large-size business operations ƒƒRemoval of risk or potential for misuse
ƒƒApplication of latest Telecom and Intelligent Networks (IN) ƒƒCDR generation
standards and technologies
ƒƒE-mail, SMS, and SNMP alarm support
ƒƒSupport for multiple hardware platforms
ƒƒSupport for latest roaming standards
ƒƒFlexibility to integrate with third-party applications
ƒƒEfficient search for subscriber, customer, and contract
ƒƒExtensive reports and statistics information
ƒƒSecure and managed access to the system ƒƒ integration between Points of Sales and inventory
Live
ƒƒSupport for multi-operator structure ƒƒSupport for customer offers and discounts
ƒƒRadius and diameter support
Key Features
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ƒƒRapid provisioning of products and services
ƒƒReal-time rating and billing engines
ƒƒEasy-to-manage multi-level account hierarchy
ƒƒAdvanced and unified Customer Self-Care
ƒƒService activation and deactivation

2. Main Functionalities
Customer Care Management
The Customer Care Management features in ESKA® BCRM
include:
ƒƒCommon customer care for all subscribers
ƒƒImmediate access to up-to-date usage details
ƒƒSingle view of customer balances and revenues
ƒƒSupport for immediate provisioning
ƒƒOne provisioning interface for prepaid and post-paid
subscribers
ƒƒHandling of customer complaints and delivery of required
reports
Point of Sale Management
ƒƒComprehensive customer support using a Web-based
The Point of Sale Management features in ESKA® BCRM
interface
include:
Order Management ƒƒProviding Order Entry capabilities to efficiently handle all
The Order Management part handles all customer, contract and customer, contract, and subscription information, and enable
subscriber information and enables the user to tailor contracts the user to tailor contracts for individual and group customers
or packages for individual customers in addition to defining a in addition to define different price plans
variety of price plans. ƒƒAllowing Call Centre agents to access and process information
regarding all offered products and services. The system
ESKA® BCRM supports the following Order Management supports a variety of subscriber offers including Friends and
features: Family, Closed User Groups, Special Dates, Free Units, and
Volume Packages
ƒƒCollecting information required for generating service requests
ƒƒAllowing quick access to transaction history which assists Call
ƒƒSending service requests to the network
Centre agents to directly supply customers with information
ƒƒRetrieving responses from the network to perform necessary regarding their accounts
changes in the Billing System and to recognise the activated
ƒƒIntegrating with any Intelligent Network (IN) to extract
status of the customer
information such as balances and recharging details
Customer Self-Care ƒƒEnabling system administrators and service centre agents to
manage and track customer complaints
The system provides advanced Web-based Customer Self-Care
features that allow for online registration, management of access ƒƒProviding advanced account receivable capabilities such
rights, subscriber management, customer care interaction, online as invoice payment, cash sales, credit notes, debit notes,
payment, and directory assistance. deposits, and batch payments
ƒƒManaging and logging user access and transactions
Customer Relationship Management according to user privileges
The system manages relationship with customers through a variety
of features including: Leads, Marketing Campaigns, Complaints, Credit Monitoring
Letters of Guarantee, and Loyalty Points Management. The Credit Monitoring features of ESKA® BCRM include:
Product Definition and Packaging ƒƒAllowing the operator to monitor and set subscriber credit
levels.
ESKA® BCRM presents a variety of product-related functionalities
including: ƒƒInitiating actions regarding customers exceeding their credit
limits, such as generating formal letters, sending SMS
ƒƒSmooth creation of products and definition of packages notifications, and initiating service changes in the network.
ƒƒSupport for any level of bundling or unbundling
Resources
ƒƒ product/ service setup without additional programming
Fast
The Resources part enables users to define, configure and
ƒƒFlexible configuration of product pricing, deposits and
package service products, numbering plans, and SIM cards as
charging
quickly as possible to establish and sustain market leadership.
ƒƒHandling of letters of guarantee and deposit requirements for
certain services such as international or roaming access
ƒƒEfficient management of SIM cards and numbers

3. Convergent Rating and Charging ƒƒFlexible advanced notification features that support sending
different notification types based on dynamic triggering
All users of ESKA BCRM can benefit from the following features
®
conditions.
in matter of rating and charging:
ƒƒConvergent rating engine capabilities, including support for Voucher Management
hybrid payment methods (post-paid, prepaid), several classes Using the Web-based Voucher Management features, users can
of services (Voice, SMSC, MSC, MMS, WEB, WAP CDMA, , generate voucher numbers and create/ manage vouchers in the
VoIP WiMAX), and various rating modes (online and offline),
, vouchers database.
all based on dynamic user-defined rules.
ƒƒRule-based rating engine that is totally dynamic and managed The module can be used by third-party service providers through
using effective management and controlling tools. the available API Web Service and TCP/ IP .
ƒƒAdvanced rating engine that supports flexible definition of
various rating methods to be included in a customer price Roaming
plan. The Roaming features within ESKA® BCRM include:
ƒƒAbility to perform rating based on a multitude of parameters
ƒƒAccurate billing for roaming subscribers
such as location, destination, time of call, duration, used
services, roaming origin, minimum duration, minimum ƒƒTAP-out and TAP-in process management
chargeable unit, and customer price plan, in addition to ƒƒ of latest and most flexible billing standards for roaming
Use
dynamically defining new required parameters and rates.
ƒƒSupport for individual roaming agreements with roaming
ƒƒMultiple time, volume, and event-based balances per partners
transaction, with advanced rule-based selection of balances.
ƒƒManagement of volume discounts and taxation
ƒƒDynamic configuration of advanced counters and aggregators
ƒƒSupport for RAP Management
to monitor subscribers’ periodic behaviours and to track
usage.
Revenue Assurance
ƒƒStrong hierarchal setup and grouping of locations and zones
with the ability to set hierarchal rates per each group. The Revenue Assurance features within ESKA® BCRM include:
ƒƒAbility to set a wide verity of grouping offers (CUG, FNF, Cross ƒƒEffective handling of invoices, payments, and follow-up on
Groups, Toll Free) and to define special rates and discounts. debts.
ƒƒReal-time charging and management of voice calls covering ƒƒIntegrity check of information with the HLR and IN.
call forwarding, roaming, free numbers, premium numbers,
ƒƒIntegration with financial applications, such as ESKA®
recharging, credit transfer, SMS, data and content sessions
Business Manager, to support a large number of
(GPRS, MMS, Data Roaming Services) held by prepaid
accounting functions including General Ledger, Accounts
subscribers.
Receivable, Accounts Payable, Inventory, and Purchase Order
transactions.
Promotion Management
As a stand-alone, fully integrated, and fully rule-based engine,
the Promotion Management module provides unique features
that give a lot of flexibility and power to users.
The flexibility of the Promotion Management module stems from
the operator’s ability to dynamically build promotions and loyalty
programs that suit the needs of existing customers and attract
new business.
The Promotion Management features within ESKA® BCRM
include:
ƒƒDynamic definition of a wide variety of promotions such as
discounts, bonuses, loyalty counters, lottery counters, validity
expansion, progression packages, cross promotions, and
promoted rates.
ƒƒAdvanced integration layers that support multiple protocols
and communication file formats to perform promotions for
Rating, Billing, Customer Care, Roaming, Interconnect,
Vouchers Refill, and other third-party applications.
ƒƒScheduling bulk promotions to be performed within a certain
period of time.

4. Billing Audit Trail
Through its powerful billing engine, ESKA BCRM provides the
®
As one of the features to increase the overall security of ESKA®
following features: BCRM, the Audit Trail part allows the user to monitor all system
actions. The system records a full audit trail of all transactions
ƒƒAggregating rated calls to generate invoices for different that update the database.
cycles or upon demand
ƒƒSupporting several types of discounts and taxation schema Application Program Interface (API)
ƒƒSupporting unlimited bill cycles, rate structures, and formats Through the Application Program Interface, ESKA® BCRM
ƒƒSupporting bill-on-demand that offers anytime-invoicing provides the ability to perform bulk transactions such as:
ƒƒAllowing payment of invoices in instalments ƒƒSubscription definition
ƒƒProduct definition
WiMAX Service Support
ƒƒSubscriber payments
ESKA® BCRM supports WiMAX business needs in a flexible and
scalable manner. The system provides the following features:
Operation, Administration and Maintenance
ƒƒ variety of charging and billing methods to support both
A (OAM)
prepaid and post-paid subscriptions such as fixed charges, ESKA® BCRM provides a comprehensive, powerful, Web-based
usage and session-based billing and multilingual OAM tool that allows performing the following
ƒƒContract renewal management functionalities through different access levels:
ƒƒService upgrade and downgrade management ƒƒAdministrators management and access control
ƒƒQuota, bandwidth and usage control ƒƒRating and tariff management
ƒƒIntegration with different network elements and soft switches ƒƒPromotion and discount management
such as AAA
ƒƒSubscriber service management
ƒƒSupport for Radius Protocol
ƒƒ menu builder
IVR
Inventory ƒƒReports and statistics generation
The system supports full integration with the ESKADENIA multi- ƒƒSecurity control
location inventory management system, which allows users to ƒƒSystem configuration and monitoring
efficiently maintain all inventory records. The system delivers ƒƒAlarm management
detailed and timely information on inventory items and keeps
track of the stock level of SIM cards, vouchers, and cash sale
products.
SMS Interworking
ESKA® BCRM supports the AA19 agreement to handle SMS
delivery scenarios over various operator networks and determine
how and whom to charge.
In addition, the system supports SMS wholesale where Value
Added Service Providers can buy SMS bulks to be sent to certain
subscribers; short messages will be charged and relevant invoices
will be generated.
SMS Dispatcher
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The SMS Dispatcher is a Web-based utility that enables system
users to send short messages (SMS) to a single or a group of
cellular phone numbers. Users can specify the message text,
calling number and sender name.
The system supports the SMPP application interface between the
Customer Care application and the SMS-C.
ESKADENIA Software, P Box: 1555 Amman 11821 Jordan, Tel: +962 6 5510717, Fax: +962 6 5510719, E-mail: contacts@eskadenia.com
.O.