This document discusses integrating OSS, BSS, and workforce management (MWFM) systems to reduce costs and improve the customer experience. It describes Amdocs and TOA Technologies, who provide these solutions. A case study is presented on their joint work with TIM Brazil to implement a new fiber broadband service in just 7 months. Integrating Amdocs' BSS and OSS solutions with TOA's workforce management platform enabled TIM Brazil to rapidly launch the new service, improve network visibility, and reduce operating expenses.

1. Armonizando OSS, BSS y
MWFM para reducir costos
y mejorar la experiencia del
usuario
Manuel Briseño
Manuel.briseno@amdocs.com
Marketing Director, Amdocs
CALA
Henry Brulay
Henry.brulay@toatech.com
Director of Marketing, TOA
Technologies
Webinar, Telesemana . Agosto, 2013

2. 2
#1 en Participación
en el Mercado de
Telecomunicaciones
Amdocs recibe el
Premio a la Excelencia
de Outsourcing en el
2012
En el 2012, líder en el
Cuadrante Mágico de
Manejo Integrado de
Ingresos y Clientes
(IRCM)
Sobre Amdocs
● Líder en Sistemas y Servicios para la Experiencia del
Cliente
● $3.2 billones en ingresos en el 2012
● 20,000 profesionales
● Atendemos clientes en más de 60 países
● Cotiza en la Bolsa de Valores de New York (DOX)
2

3. 3
Soportamos más de 2 mil millones de
experiencias del cliente al día
Más de 250 clientes Más de 2500 proyectos
Caribe y América
Latina
Asia Pacífico
Europa, Mediano
Oriente y África
Norte América

4. Information Security Level 1 – Confidential
© 2012 – Proprietary and Confidential Information of Amdocs4
Qué es TOA Technologies?
TOA fue fundada en el año 2003 por dos
personas visionarias para resolver un
problema muy sencillo…

5. 5
Esperar sin saber que sucede…

6. 6
NEOSA 2009-2012
“Best Mobility App”
Visionary Award for
Innovation in Business
En el 2012, líder en el
Cuadrante Mágico
para Gestion de
Servicios de Campo
Sobre TOA Technologies
● Enfoque único en en la creación y entrega de tecnología
de gestión de fuerza de trabajo móvil de próxima
generación
● Presencia mundial
● Más de 40 clientes y 72,000 usuarios móviles
● Gestionamos más de 67 millones de citas anualmente
6

7. 7
TOA Technologies
Clientes de Clase Mundial

8. 8
Crecimiento en LatAm

9. 9
“…Ademas de compartir nuestro
efoque al cliente,
TOA Technologies,
optimiza el trabajo de campo de
una manera única.”
- Enrique Galilea, Cablemás

10. 10
Los proveedores
de servicios
compiten para
cumplir estas
expectativas
Dependo de la conectividad
Espero que mi
conectividad
sea
● Rápida
● Siempre activa
● En cualquier
lugar
Mi conectividad es personal
● Estoy informado, en la medida en que
tomo decisiones y enseño a otros
● Busco valor y estoy dispuesto a
moverme en torno a éste
● Soy único y espero que me conozca
● Tengo múltiples personas
La
conectividad,
como el agua,
es parte de lo
que somos y
del mundo en
el que vivimos

11. 11
Un entorno desafiante para los proveedores de
servicios
Navegue el bote
● Financiero – caída de ingresos vs. necesidad de
invertir en nueva infraestructura
● Regulación – límites en escala, pero
surgimiento de nueva competencia no regulada
Ajuste las velas
● Organización – IT y las líneas de redes se
tornan confusas
● Sistemas – amplia selección creciente de lo
legado, poca integración
Enfrente la tempestad
● Agilidad – tasa sin precedentes de demanda en
el mercado para ofrecer innovación
● Diluvio de datos – respuesta a la demanda
insaciable de los clientes por obtener datos

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What enables
the experience?
Devices
Payment
Channels
LOBs
Services
Customer
Segment
Smartphones
Tablets
Machine to Machine (M2M)
Connected Consumer Electronics
Postpaid
Prepaid
Freepaid
Now paid
Wireless
Wireline
Cable
Enterprise
Consumer
Networks
3G/4G
Wi-Fi
FTTx
DOCSIS
Voice
Data
Content/Apps
Real/Virtual Goods
Social networks
Platform players
Application developers
Device manufacturers
Retailers
Consumer
Corporate
Families
SMBs
Communities
Experience
Providers
User
Experience
Real-time
Personalized
Shared
Contextual
What enables the experience play?

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Barriers to delivering the experience play
● Siloed network and IT
● Complex integration
● Lack of real-time capabilities
● Lack of a holistic view - of customer, devices, services,
and network
● Lack of support for Multiple dimensions of convergence
● Lack of customer insight
● Costs and TCO

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Real-time Integration
Real-time integration
handset to network

15. 15
Real-time Integration
Handset to Network
End-to-end integration from the handset
to the network
• Integrated products with leading functionality across
BSS-OSS-Network Control
Remove barriers to innovation
• Support any customer type (retail, SMB, family ) via shared
customer model across CRM, Ordering, Billing and OSS
• Accelerate time to value of new services with Business
Building Blocks across BSS –OSS-Network Control
• Support any network technology with OSS packs and IOTs
with all major network providers
Business-process driven
• Ensure rapid time to production with business process best
practices based on 30 years’ experience and expertise
• Leveraging proprietary knowledge library of more than 200
industry-specific best-practice processes
Openness
• Publish suite services through APIs and web services
factory to simplify integration across the suite and to
external systems
IPTV PC Home HubTabletMobile Phone
Fixed, Wireless,
Next Generation Networks
Customer
Management
Product,Service&ResourceManagement
Real-Time Charging
Policy Management
Resource
Manager
Assurance
Self-Service
applications
Order Management
Provisioning/
Fulfillment
BusinessProcesses
AAA / HSS
Diameter Routing
BSS-OSS-NW integration framework

16. 16
Holistic customer view
from device to network
Unified, convergent real-time BSS-OSS across any
customer type, payment channel, LOB and network
technology
• Shared customer data model supporting complex customer
structures and hierarchies – SMB, Enterprise and residential
• Centralized product catalog, linked to the customer data base,
enable the consolidation of multi lines of business into a
coherent convergent services aligned with customer hierarchy
• Support ordering and deployment of complex data services
utilizing pre-integrated policy control and OSS with IOT to all
network and DPI vendors
• Customer data and product catalog are used across the suite
to ensure coherency and consistency
Cross-channel coherent, consistent, seamless
experience
• Seamless navigation and complete consistency across
assisted channels supported by a unified ordering hub
4G / LTE
3G
WiFi
PSTN

17. 17
Real-time interaction
across the customer lifecycle
Shop and Buy services
• Real-time contextual, personalized offerings
(what I need, where I need, when I need)
• Proactively up-sell based on customer analysis
and consumption patterns
Use services
• Real-time provisioning and activation from device
to network – policy rules, eligibility rules etc.
• Real-time customer visibility and control – usage
notifications, control expense via self service
(thresholds, quota allocation, selective roaming)
• Real-time network interaction – seamless Wi-Fi offload,
QoS-based data models
Support
• Real-time contextual and coherent customer support
across any device and all service channels
• Real-time proactive support utilizing a coherent view
from network to device
Balance
Notification
Upsell
Promotion
Usage
Control
Subscriber
management
Wi-Fi
offloading
QoS
Pricing
Authentication Congestion
Tiered
Pricing

18. 18
Accelerated TTM
for Business Innovation
Common Enterprise Product
Catalog across BSS-OSS
● No barriers to business flexibility – reduce
time to market of innovative offerings from
9-12 months to few weeks
Rapid Introduction of New
Functionality
● Configuration vs. Customization
Faster Time to Implementation
● Modular - packaged, tested and documented
● Lower GTM cost
Drive Business Innovation
& Ideation
● Broad range of marketing & business ideas
through the BBB Catalog
● Build demand with layered use cases
● Address the first phase of data monetization
and beyond

19. 19
Amdocs & TOA Best of Suite Approach
In Action
TIM Brazil Case Study

20. 20
TIM Brazil
• Brazil's third-largest
wireless phone company
• 41M subscribers
• mobile, fixed-line and
data services
• Revenues: Brazilian Real
R$18,079m (TIM Group)
• Post-merger
consolidation –
operational
rationalization
• Support new
broadband service
• Improve operational
and financial
performance
• Improve customer
satisfaction
• Increase visibility into
third party
(subcontractor,
retailer) capacity and
performance.
• 7 Months implementation
• Strategic Business-Process
Consulting
• B/OSS full stack for a
greenfield Fixed Broadband
project
• Amdocs CES 8 for Order
Management, Service
Management, Resource
Management, Resource
Planner and Enterprise
Product Catalog
• MWFM - ETAdirect
• Manage/ Mobility/Capacity
Management/What
Customers Think™ Post
Appointment
Survey/Network
maneuvering from field
• Routing& PCC
• Deployed users - 350
Business NeedsOverview Solution

21. 21
TOA's ETAdirect provides management control and reporting with performance
indicators. At present our timeliness of scheduled appointments is at 81% to
88%, and that number continues to rise. The average for similar companies not
using this type of tool is closer to 40% - 50%..
Germano Vieira - Gerente de Operaciones, TIM Fiber
Luigi Cardone - Chief Technology Officer, TIM Brazil
The Amdocs CES 8 solution will enable us to strengthen
our competitive position in the dynamic Brazilian market
by giving customers the services they want, as quickly as
they want them

22. 22
Proposed Architecture
BSS/OSS integrated platform
Amdocs Enterprise Product Catalog
BSS back end (Billing, Rating etc)
Amdocs Ordering
Customer Management
Consumer Sales Corporate Sales
Amdocs Resource
Planner
Amdocs Discovery
Engine
Mobile Network
Activation
Amdocs Resource
Manager
Amdocs Activation Engine
Amdocs Service Management Suíte
Amdocs Resource
Manager
TIM GSM/ 3G Network TIM Fixed and Data Network
BSS
OSS
Engineering
and
Operations
Business
Existing Systems at TIM Brazil Amdocs BSS solution Amdocs OSS solution Amdocs BSS/OSS solution

23. 23
Solution Description
Workforce Management Target State
 TOA ETAdirect, extended to support:
 Capacity management / scheduling
 Routing
 Dispatch
 Mobility
 Predictive customer communication
 Reporting
 ASMS Work Order Manager (WOM),
a workforce management integration
layer, featuring:
 Common services to BSS/OSS
 Process-driven work order lifecycle
management, including completion and
approval
 Adaptation layer with TOA ETAdirect
 Notifications and auto-referrals
Technician
CRM Ordering
ASMS (SOM)
ASMS (WOM)
TOA ETAdirect
ARM
Capacity Mgmnt
Adaptation
Common Services
WO Mgmt
RCC/
Dispatcher
Communication
Dispatch Mobility
QA/VDO
Routing Reporting

24. 24
TIM Brazil – results achieved
• Speeds time to market
for new services
• Rapidly integrate network
and begin delivering
broadband services less
than 12 months after the
acquisition
• Ensure a seamless
rollout of new broadband
service
• Improves visibility across all
services and network
resources
• Centralizes product
information repository
across product, services
and network resources
• Provides highly accurate,
real-time view of resources
& utilization for wireless
backhaul network
Luigi Longarini, CIO of TIM Brazil
• Reduces operating
expenses and
achieves greater
operational
efficiencies
• Optimizes capacity
utilization on
nationwide network
Operational EfficiencyTime To Market TCO
We selected Amdocs and TOA for TIM Fiber based on the results our two
companies have already achieved working together on the B/OSS
transformation project announced last year. In addition, we are using
Amdocs’ consulting and implementation services in order to ensure a
seamless rollout of this new broadband service

25. 25
Award-winning time-to-market for fiber
broadband start-up
Customer Experience Systems (CES)
Business Process Design & Strategy Consulting
Managed Services Operations
TIM Fiber in Brazil launched “LIVE”, their new fiber-based consumer broadband
operation in just 7 months from start up to activating their first order. This remarkable
achievement also included the ability for “LIVE” to deliver speeds up to 10 times faster
at a highly competitive price while seamlessly managing the customer experience from
order to activation.
Award-winning for The Launch of
affordable ultra-broadband services

26. 26
NG Pay-TV layer
CTI/IVRCustomer management
Multi Channel
Self-service
Call Center:
Customer
interaction
manager
Billing
manager
OrderSupport
Billing & financials
Invoicing
Accounts receivableCollections
Charging & rating
Converged Charging
Catalog management Enterprise product catalog
OSS
Fulfillment
(Address base, serviceability,
provisioning/activation etc.)
CPE lifecycle
(CPE logistic, compatibility
etc.)
Workforce management
(appointment scheduling etc.)
Address management
(serviceability etc.)
Partner settlement
Recommend engine
Content mgmt. (multiscreen)
PPV
(Order management,
PPV catalog)
Advertising
User experience
NG enablers Policy & AAA Digital commerce
Middleware (STB)
DRM
Businessprocesses
Amdocs CES Multi-Play Platform
Blueprint
Technology
Web
@
Ordering & CM
Billing
Interface
TabletMobile TV
Ordering
&CM
Retail
Interaction
Manager
Customer Care
24
Retail

27. 27
TOA’s Advantages
Rapid configuration Real-time workflows Accessed via
internet
Real-time mobile
accessibility
Real-time analytics Granular security
access
Version upgrades
included
Proven reliability
99.996% 2012
Certified security Scalable with your
business
Desktop-like
responsiveness
3 Global Data
Centers and Disaster
Recovery

28. 28
Q&A
28

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Thank You
2