Operations Support Systems Todays and the Next Generations

Operations Support Systems: Today’s and the Next Generation’s The Front Office Rich Fialkoff Executive Director Customer Care and Billing Solutions (732) 699 -2992 rfialkof@. telcordia. com March 15, 2001 FCC OSS Tutorial An SAIC Company Copyright © 2001 Telcordia Technologies. All Rights Reserved

Service Provider Business Needs • Recognize every customer interaction as an opportunity to increase revenue • Give end customers “freedom of choice” to use preferred access channel (e. , g web self-serve, telephone) for all customer interactions • Acquire, retain and grow customers: building customer loyalty through each and every interaction regardless of touch point • Provide fast and effective customer service • Reduce operating expenses FCC OSS Tutorial RJF-2

Service Provider Business Strategy • Fulfill customer request from any medium (fax, e-mail, IVR, Internet, telephone) accurately on first contact • Flow-through activation of service orders is a key element of these solutions • Provide accurate and seamless flow-through from initial customer contact to fulfillment to billing • Service convergence, new networks, and new business models (wholesale, resale) drive need for integrated order management FCC OSS Tutorial RJF-3

The Telecom Enterprise View Telecom Marketing Strategy Business Management Layer Channels Branding & Advertising Strategy Supplier Area Boundary Technology Definition Infrastructure Policy Planning Demand Forecasting Pricing Real Estate Strategy Management Relationships Brochure/ Mail Telcordia Service Management Layer Web Store Front & Self-Service Print Customer Relationship Management Television Advertisement Radio Telecom Marketing Implementation Segments Rollouts Scoring Develop Campaigns Sampling/ Testing Customer Next Generation Contact Center Billing Tracking Profitability Models Electronic Bill Presentment & Payment Data Mining Filters Traffic Forecasting Loyal Customers Prospect Lists Order Management High Churn Customers Customer Data Warehouse Telecom Marketing Management Interconnection Network Management Layer Network Inventory FCC OSS Tutorial RJF-4 Service Assurance

Sample Front Office Challenges in Telecom Service Provider Business • Design customer interfaces to enable high flow through • Introduce new telecom services and service bundles quickly • Interwork with legacy operations support systems • Perform various pre-order checking to reduce order rejection rate • Handle pending orders efficiently • Handle and synchronize redundant customer and product data • Enable telecom customers to do self service FCC OSS Tutorial RJF-5

Customer Care, Ordering, and Billing System Architecture FCC OSS Tutorial RJF-6

Next Generation: Major Transitions in the Front Office • Web portal Transparent multi-access portal • Circuit switched voice/video services IP/broadband enabled content, distribution, or syndicated services • Portal for services Portal for management, customer care, and billing of services • Different ID for different services service profile, and common ID Single personalized Expanding the Front Office through Intelligent Portals FCC OSS Tutorial RJF-7

Next Generation Front Office: Future Offerings • Single interface to multiple communication services – Provision from multiple user interfaces (any device)…. . – Installation of portal client customized per device – Next generation service request entry customer defined device • Service Federation (Portal is a unified service manager) – Initiates Provisioning of PSTN, IP, e-mail, web-hosting, e -commerce… – Services may be provided by multiple providers – Portal presentations across services üProvides unified control, tracking and management üPolicy based configuration v. User defines policy v. Portal implements policy across all communication services – Portal ensures reliability and security of services FCC OSS Tutorial RJF-8

Next Generation Front Office: Future Offerings 1. Presentation of integrated voice, data services (on demand service bundling) 1. Bundling of voice, data and media types 2. Enhancement/degrading of service based on device, network capability and Qo. S requirements 3. Viewing capabilities of customer performance data- i. e. SLA Performance 2. Inherent mobility support – Control across all devices (user interface) – Calls across all devices – Media translation based on device capability – Service and Qo. S upgrade based on device and network capability FCC OSS Tutorial RJF-9

Next Generation Front Office: Future Offerings Global directory across networks – Update to ENUM and other global directories – Can maintain private directory for users, e. g. “buddy lists” Flexible Presentation of Billing Plans – Billing on demand (especially for instantaneous demand) Support for Personalized Marketing to end-Customers – Retrieval of historical usage data – Presentation of forecasted bills under different billing options FCC OSS Tutorial RJF-10

An SAIC Company Copyright © 2001 Telcordia Technologies. All Rights Reserved