An SAIC Company

Rich FialkoffExecutive Director

Customer Care and Billing Solutions(732) 699-2992

rfialkof@.telcordia.comMarch 15, 2001

Operations Support Systems:Today’s and the Next Generation’s

Copyright © 2001 Telcordia Technologies. All Rights Reserved

The Front Office

FCC OSS Tutorial

FCC OSS Tutorial RJF-2

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-3

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-4

The Telecom Enterprise ViewThe Telecom Enterprise View

Telecom Marketing StrategyTelecom Marketing Strategy Business Management LayerBusiness Management Layer

Pricing Pricing StrategyStrategy

Demand Demand ForecastingForecasting

Area BoundaryArea BoundaryDefinitionDefinitionInfrastructureInfrastructure

PlanningPlanning

SupplierSupplierTechnologyTechnology

PolicyPolicy

Real EstateReal EstateManagementManagement

ProfitabilityProfitability ModelsModels

FiltersFilters

ProspectProspectListsLists

HighHighChurnChurn

CustomersCustomers

LoyalLoyalCustomersCustomers

SegmentsSegments

DevelopDevelopCampaignsCampaigns

ScoringScoring

Sampling/Sampling/TestingTesting

RolloutsRollouts

Telecom Marketing Implementation

Data MiningData Mining

Branding &Branding &AdvertisingAdvertising

StrategyStrategy

TrackingTracking

Network Management LayerNetwork Management Layer

CustomerCustomer

Telcordia Service Management LayerTelcordia Service Management Layer

Next Next Generation Generation Contact CenterContact Center

Order ManagementOrder Management

BillingBilling

CustomerCustomerRelationshipRelationshipManagementManagement

ElectronicElectronicBill Bill

Presentment & Presentment & PaymentPayment

WebWebStore Front Store Front

& Self-Service& Self-Service

RelationshipsRelationships

Brochure/Brochure/MailMail

PrintPrint

TelevisionTelevisionAdvertisement Advertisement

Radio Radio

ChannelsChannels

Telecom Marketing Management

Network InventoryNetwork InventoryService AssuranceService Assurance

CustomerCustomerData Data

WarehouseWarehouse

Traffic Traffic ForecastingForecasting

InterconnectionInterconnection

$$

FCC OSS Tutorial RJF-5

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

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Customer Care, Ordering, and Billing System Architecture

FCC OSS Tutorial RJF-7

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 Single personalized service profile, and common ID

Expanding the Front Office through Intelligent Portals

FCC OSS Tutorial RJF-8

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

Provides unified control, tracking and managementPolicy based configuration

User defines policyPortal implements policy across all communication

services – Portal ensures reliability and security of services

FCC OSS Tutorial RJF-9

Next Generation Front Office: Future Offerings

• Presentation of integrated voice, data services (on demand service bundling)

– Bundling of voice, data and media types

– Enhancement/degrading of service based on device, network capability and QoS requirements

– Viewing capabilities of customer performance data- i.e. SLA Performance

• Inherent mobility support

– Control across all devices (user interface)

– Calls across all devices

– Media translation based on device capability

– Service and QoS upgrade based on device and network capability

FCC OSS Tutorial RJF-10

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

Next Generation Front Office: Future Offerings

Copyright © 2001 Telcordia Technologies. All Rights ReservedAn SAIC Company