Zon Multimedia, a Portuguese telecom spin-off from Portugal Telecom, is expanding services from cable TV to a multi-play offering that includes internet and voice services. The company is undergoing a service transformation by creating a centralized order management system to improve quality of service, reduce operational complexity, and unify product data. Sigma Systems plays a crucial role in this transformation by abstracting network complexities and providing a unified service layer, enhancing customer care and operational efficiency.

1. Unifying the Service Layer for Transformation Henrique Manuel Zacarias Director IT Systems ZON Multimedia Brian Cappellani CTO – Sigma Systems

2. ZON – A Portuguese Company Portugal – Since 1139 Small country in the west cost of Europe with around 10 million inhabitants Since 1986, is part of the European Community

3. What is ZON It’s a young spin off from Portugal Telecom, the Portuguese incumbent; Two years ago, before that, it was known as PT Multimedia, a 14 years old company. Today ZON offers a large portfolio of Products and Services, that goes from Cable TV to Cinemas, producing also contents. Since October this year, ZON started it’s expansion cross border to Angola, Africa, a fast growing market.

4. ZON in numbers # Clients: 1.595 # RGU’s (1) : 3.247 # Clients with Triple-Play: 391.000 (33%) EBITDA: 32.7% ARPU (2) : 33.6 € Note: number in thousands, excluding ARPU and EBITDA (1): Revenue Generating Units (2): Average Revenue per User

5. ZON in Products & Services ZON can provide to any client, anywhere, a multi play offer. Through the MVNO with Vodafone, we can provide mobile wide band, mobile phone and homezone. With ZON, clients can have access to TV (cable or satellite), Internet (wireline or mobile), Voice (wireline or mobile).

6. ZON in Products & Services ZON also provides Video on Demand, a Set Top Box with recording capabilities, EPG, Catch-up TV, Widgets, etc. Today ZON can offer 200 Mb Wide Band to more than 2,5 million houses. Also have an offer of 1Gb Wide Band over FTTH.

7. ZON & Service Transformation

8. ZON & Service Transformation Focus in quality of service Focus in controlling costs FOCUS ON CUSTOMERS Focus on simplifying Business Process

9. ZON & Service Transformation How do we get there ? Improving the core architecture by creating a centralized order management system. Reduce customer fullfillment time Reduce operational complexity Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS

10. ZON & Service Transformation How do we get there ? Simplifying the Service Provisioning chain, taking correct advantage of what each platform is best on. Reduce customer fullfillment time Reduce operational complexity Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS Order management

11. ZON & Service Transformation SIGMA’s Role Abstracts Network provisioning complexity from the CRM and OM layer. Provides “Service Layer” interface Unifying the service layer onto Sigma provides : Functional simplification - Less is more ! Lower maintenace and development costs, as well as deployment time. Enabler for future service platforms Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS Order management TV NET VOICE MOBILE (MVNO)

12. ZON & Service Transformation How do we get there ? Unify disperse product data, centralizing it on a unique Product Catalogue Top-down and 360º offer vision from Commercial to Technical Control product life-cycle Offer true bundling Product Catalogue Customer and Self Care Business Integration Layer & BPM BSS & OSS Order management Service Management Layer & Service Catalogue

13. ZON & Service Transformation How do we get there ? Create a layer that abstract applications. We call it Unified Front End and it will be used in all the interface channels, such as Online, Costumer Care, Shops, etc. This is a process oriented designed, combining orchestrated services from disparate applications to get the business processes executed. Fasten customer handling process Reduce trainning needs Increase customer care quality Product Catalogue Customer and Self Care Business Integration Layer & BPM BSS & OSS Order management Service Management Layer & Service Catalogue

14. Focus at all levels on proactive Customer delight … … Don’t wait for surveys !

15. Role of TMF in Our Activities Standard models used during the inventory and analysis phases TAM level 2 mapping of the current environment and candidate COTS solutions Gaps in coverage identified as a result (both in as-is and in the candidate solutions) Version of ETOM processes used as starting point for requirements gathering and to-be process definition

16. About Sigma Systems Award-winning Advanced IP Service Management Solutions Automate the delivery of new services, Over any network technology to any device Through Order Management Service Catalogue Service Provisioning and Activation Service Resource Management CPE Device Provisioning Manage the collection and exposition of information from the network Active Mediation Advanced Advertising Personalization 50+ deployments world wide, managing over 100 million subscriber services

17. Sigma SMP and TMForum’s Business Process Framework (eTOM)

18. Service Layer Information Brings together relationship of : Subscriber - Services - Network Exposing and Leveraging this information is key

19. Sigma Delivers the Service Layer Engaged at ZON since 1995 Providing the service layer abstraction of the network and resources Sigma automates: Service fulfillment Decomposition and orchestration of technical orders Service provisioning and activation Service Inventory Management Service Catalogue Management Provides an OSS/J JSR-264 compliant API to upstream applications Enables ZON to deliver service in any location by best available or preferred access

20. Sigma at ZON - Architecture 20+ external systems integrated Including network elements, B2B network and service partners Delivering services across voice, video, wireless and data Across multiple access technologies DOCSIS,FTTH, DSL, Satellite, HSD Reusing ZON’s value added service infrastructure All delivered through a single, integrated, standards-based architecture

21. Henrique Manuel Zacarias Director of IT Systems ZON Multimedia [email_address] Brian Cappellani CTO Sigma Systems [email_address] Thank You