business quality management unified oss and transactional analytics to derive actionable insights...

Business Quality ManagementUnified OSS and Transactional Analytics to derive

Actionable Insights that Optimise Customer Experience, Opex, Capex and Margin

Wednesday Thursday 14th id January 2015

Iranian Big Data Conference

Commercial in Confidence

SolutionSolution

StandardsStandards

Lessons LearntLessons Learnt

Agenda

Business ChallengeBusiness Challenge

2

IntroductionIntroduction


SolutionSolution

StandardsStandards



3


Agenda


Market leading operational

management systems for networks

Deep industry 20 year experience

founded in 1994 with global presence

Deployed at more than 40 CSPs

globally, managing over 500M

subscribers

Only independent ISP on the Gartner Magic Quadrant for

OSS

Market leadership through extended

global reach

Scalability Measure Largest in

Operation

Subscriber 120 Million

Network Elements 200,000

POPs 8,000

Concurrent Users 1500

Orders/Day 100,000

Events/Hour 4 Million

Activations/Hour 30,000

Alarms/Day 2 Million

Fault Tickets/Day 5,000

Performance

records/Day

589,000

Performance

Metrics/Day

17 Million

4

2010 Frost & Sullivan OSS Vendor of the Year

2011 Frost and Sullivan Global Technology Innovation Award

2012 Gartner OSS Magic Quadrant - Visionary

http://www.ytl.com.my/index.asp

http://www.vodafone.com.au/


The Clarity Vision

To make the Operational Management of Complex Infrastructure simple, becoming the orchestration engine of smart society

5


Ericsson Huawei NSN ZTE

MultipleNetworkElements

OperationsTeam

Customer

AlarmsPerformance

SLAs

Typical operator environment

6


Ericsson Huawei NSN ZTE

Network

Operations

Customer

Automation through OSS Optimisation through Transactional Analytics to empower Market Innovation

Mediation Module

Messaging Bus

Workflow

Real TimeEngineSingle Database

Physical InventoryLogical Inventory

ServiceCustomer

Eng. & Planning Apps Fulfilment AppsAssurance Apps

Self Care

OM Unified Catalog Revenue Mgmt

3G/3G LTE

GSMPSTN IP

Network

Radio AccessADSL

Music, VideoContent Delivery

Voice/Video Calling

Guardian/Blog

Video MMS

Video Mail BoxIPTV

Mobile Office Voice CMM & WPABX

Voice and Video Conferencing

One phone

Multimedia Conferencing

ProcessStaff

Transactions

Automate Network

Optimise Business

Innovate Market

Commercial in Confidence8

Automation Optimisation Innovation Systems

• Smart Apps to simplify life• Powered by Data and

Automated InfrastructureInnovation

• Big Data Analytics• Machine learning

Optimisation

• Unified Operational Management

• Orchestration of elements to deliver Service

Automation


Adaptive Analytics

Predictive Analytics

Reporting

Data Management (including data migration, data quality, data

modeling)

Real Time Insight

Real Time Action: What do I do?

Can I learn?

What will Happen?

Why did it Happen

What was the Impact

What Happened

BI

Big Data Real Time Analytics

Complement static “rear view mirror” BI Reporting with real-time analytics of data from existing and new sources of internal and external

data, private and public sector, local and international, to deliver live machine learning calculations to optimise Business Outcomes

Decision Intelligence

Opportunity to Optimize the Business


Superior customer experience depends on “end-to-end” performance

10

ServicesThird-party provided

Consumer DevicesEnd-user-owned

NetworkService provider-owned

“New Netw ork” M anagem ent Dom ain

Develop a 360°view of the end-to-end business flow

“New Network” Management DomainDevelop a 360°view of the end-to-end business flow

Traditional Network Management Domain

Further optimize network efficiency


Big Data - Volume, Velocity, Variety and Value of Massive Data (Transactional Analytics)

11

Actionable Insights

• Lower Opex• Lower Capex• Lower Churn• Increase Margin• Customer Experience

Unstructured Data

From 100’s Tera to Petabytes

Real Time 10’sB Trans/day

10’s T byte/day

3 Zetta Bytes of Data => 3 Trillion Gigabytes => 0.5% Analyzed = 25% has value

Data Scientist


Next Generation Smart Networks

The Challenge - Optimising the Innovation Factory Optimise Capex, Opex and Revenue

Concept to

Launch

SellManage product portfolioSupport a supply-chain

Track ordersKeep the customer informed

Plan to

Operate

BuildOptimise Roll-OutManage Estates

Track AssetsMaintain Assets

Lead to

Cash

FulfilManage assignments

Map address to networkManage capacityAssign field-work

Trouble to

Resolve

AssureManage faults and tickets

Manage SLAsAssess impacts

Fix problems

Simplifying Operations

Operational Efficiency

Customer ExperienceNetwork Productivity

Increase Loyalty

Reduce OPEX

Reduce CAPEX

Contextual Innovation

Increase RevenueMargin

12


Reactive

NQM to Business Quality Management

Customers inform Operator of network issues

Multiple Systems with poor data quality

Typified by ‘best effort’ approach to restoration ; fire-fighting

13

Network Aware(NQM)

Service Aware(SQM)

Customer Aware(CEM)

Network is modelled; all alarms and key performance data is collected

Key restoration processes are defined – and followed !

Network faults are discovered by operations

Clear visualisation of performance of Services

Network Monitoring enriched with Transactional Monitoring Real time contextual data. Service s are Performance Managed

Dashboards provide visualisations of key KPIs

Customer Care aware of problems before customer

Customer SLAs

Capital Efficiency

Customer Satisfaction

Operational Efficiency

Network Effectiveness

Business Aware(BQM)

BalancedScorecard

across business

Clarity Service Assurance Maturity Model


Deriving CEM from Transactional Analytics

14

Consu

mer

Experi

en

ce

Serv

ice E

xperi

ence

Cust

om

er

V

isio

n Pass

ive P

robe

Measu

rem

en

ts

Call Set Up Call Success Rate Location UpdateShort Call RatioHandover success RatioAttach FailuresRound TripAuthentication FailureResponse TimeBBM deliveredFacebook opening page Round trip timeResponse delays,ThroughputMean Data Rate, Wrong APN settingsPDP session failures-

Fast ThroughputResponse timeStable Data AvailabilitySuccess RateStay ConnectedSet up EaseClarityReliableIndoor Coverage

SpeedQualityCoverage

UsableEmpoweringAffordable

Meaningful


SolutionSolution

StandardsStandards


Business OpportunityBusiness Opportunity

15


Agenda


The Big Picture

Population

> 7 Billion People

Mobile

Connections

>5 billion

Smartphones 1.6B

Desktops 743m

Laptops 790m

Tablets 439m


Telecommunications Evolution

1990’s 2000’s 2010’s1980’s1960’s1940’s1900’s 2014

Mobile Phone

Landlines

SMS

3G WAP

Telex Fax

4G

Mainframe

Computer

Mini

Computer

Personal

ComputerDesktop

Internet

Mobile

Broadband

Smart Phones

TabletsM2M

Internet, Computing, Mobile Convergence

Laptop


Mobile Data Trends

Source: Cisco VNI Mobile, 2014


Customer Experience Lifecycle

Buy

Use

Share

Be Aware

Interact

Choose

Consume

Manage

Pay

Renew

Recommend

Leave

Observe

Learn

React

Request Detail

Reserve

Select Product

Place Order

Receive

Use

Review Usage

Evaluate Value

Manage Service

Receive Help Receive

ResolutionReceive

Notification

Verify or Dispute

Top-Up/Pay

Enhance Selection

Renew Contract

Refer Product

Gain Loyalty

Feedback

Discontinue


What do Customers Expect?

Content

services work

App Availability

-

Responsiveness

YouTube Streaming

Call Setup

FailurePrepaid Reload

Device

Performance

Calls don’t drop when

driving/train

Use service anywhere

Correct Billing

Generally services work as expected

Roaming service works. At right price!

Good Customer Care


Failure to meet Customers expectations

Not an Option!!


Understanding a Customers ExperienceBuild detailed profiles for all customers based on their interactions and

service

Maintain long term historical profile related

information

Use analytical models to evaluate and track

customer experience over time

Build models to predict churn behaviour

Profile everyone !


Transactional Analytics – Key Business Drivers – Needle Movers

Unified Clarity

Capability

LOWER COST• Licence Fees • Training • Maintenance• Hardware• Joint Capital Annual Network

Investment• Utility Costs – Power, Aircon• Process, Model Reusability• Data Synchronisation

BETTER CUSTOMER EXPERIENCE

• Unified Customer Profile• Automated Self Serve, and

Fulfil for Bundle• End-End Quality Management• Rapid Response to Customer

Behaviour• Better QoS• Better SLA Management

MARKET INNOVATION LEADERSHIP

• Empower Brand Equity• Improve Customer Retention

• Reduced Concept to Launch times

• Innovation Enabler

HIGHER REVENUE• Time to Market Convergent

Services• Single point of Definition and

Fulfilment• Customer Protection• Leveraged Customer

Acquisition• Bundle SLA on Convergent

Services• Rebate Savings

OPERATIONAL EFFICIENCY

• Single Source of Truth across PLDT SMART

• Consolidated Field Force • Consolidated NOC/SOC around

Service• Higher Subscriber to Staff

Ratios• Convergent Processes• Consistent Business metric

Measurement• Single Correlated View Ref: Yankee, Gartner and OSS Observer Reports

BETTER OPERATIONAL EFFICIENCY20% - 50%

OPEX SAVING

LOWER IMPLEMENTATION

AND SUPPORT COST 20%-30%

HIGHER CROSS REVENUE

5% -20%

BETTER CUSTOMER

EXPERIENCELOWER CHURN

5%- 10%

MARKET INNOVATION

ENABLER

MARKET LEADER


Key Needle Movers for the Industry

• Reduce Cost• Increase Revenue• Innovate• Automate• Build Loyalty

24

Reduced MTTR

Reduced MTTP

Reduced Cap Ex

Reduced Op Ex

Reduced RevenueLeakage

Reduced TCO

Reduced Time-to-Revenue

Increased QoS

Reduced MTBF


NPS – Lifetime Economics - Promoters Stay Longer, Cost less to serve and are x4 more valuable7% of Customers create 40% of revenue

25

Reference: Mukul Agrawal , Optus 2012; ARPU $59

10% more Promoters gives Optus $629m in lifetime profit of existing 2m subscribers @

ARPU $59


SolutionSolution

StandardsStandards


Agenda


26



Why build Customer DNA profiles?

Understand Behaviour Characteristics

Clustering Behavioural Classification

Demographics Pattern Matching


Goals to improve Customer Experience

Profile everyone !

Build detailed profiles for all users of the network –

Celcom & Inbound Roamers

Maintain long term historical profile related

information

Use analytical models to evaluate and track

customer experience

Use analytical models to develop insights for

monetisation


What we know

Profile

Location

Voice

Data

Handset

Experience

Roaming

Extensions…


Building a Profile

Daily Service Usage Tracks daily activities of everyone in the Network Captures statistical information on all aspects of service

usage. Mobility, RAT, Location, Direction, Called/Calling

numbers… Long term StorageCustomer Activity Profile Performs details analysis of Daily Service Usage

Information and identifies dominant behavioural patterns Evaluates long term trends Ranks information based on relevance; most frequently

dialled numbers, most frequently visited websites … Identifies geographical patterns, home location, office

locationCustomer Network Experience Index Behavioural model for evaluating customer experience

based on short, mid and long term memory Measures real-time experience and its changes Calculates Perceived experience per day and tracks over

time Evaluates long term experience changes over months and

years


Customer Network Experience Index

Cus

tom

er I

mpa

ct

Time since event

1h3h

12h Present

• Recent events have a greater bearing on our mood• Bad experience fades from memory over time• It takes 3-5 good events to counter a bad event or it

takes time to forget

Real-time

Short Term

Mid Term

Long Term


Daily & Long Term Experience

Daily Real-time CEI calculates experience over a sliding

window to include short, mid and long term memory

Point in time calculation throughout a day Perceived experience for a day is calculated,

expectation is that 80% of events should fall into an acceptable positive range

Day to months At the end of each day a Perceived Daily CEI is

calculated These values are retained for months and a further

historical analysis is carried out where short, mid and long term correspond to 5 days, past month, past quarter (or longer)

Long term historical trending of every individuals experience


Master Profile

Reference

Data

Analytical Models

Daily

Service

Usage

Customer Activity Profile

Customer Experience

Index

Master Profile Provides a common and concise view of every individual in

the network Combines and merges together all the information from

available sources Performs analysis and ranks information across the

sources (e.g. the device in use, MSISDN in use) Evaluates confidence level for information with limited

reliability Provides a platform to build monetisation capabilities Provides a framework to support real time analytics and

complex event processing

Master Profile

Activity Profile

Daily Profile

Raw CDRs


What can this tell me?

Home Zone

Handset Device Usage statistics

Weekend Zone

Most frequently

called numbers -

Brands

Application Usage

e.g. WhatsApp,

Skype

Churn prediction

based on social

calling patterns,

experience, &

revenue trends

Clustering and segmentation

Favourite Websites

Voice Calls, Numbers Dialled, Calls received

Overall Customer

Satisfaction Level

and evolution

over time

Office Zone

Countries Roamed

to, when and for

how long

Locations visited


Active and Passive Probes E

2E

Vie

w


Transactional Monitoring - Using Passive & Active Probes to Tap in Real-Time

36

• 10 – 15 billion xDR/day• 30T/day


Malaysian Case Study

Best Actions

Big Answers

Big Analysis

Real-Time Data Acquisition

...Social MediaGlobal Markets

Execution Engines Distributed Run-Time

Data Processing

Data Access Layer

Dashboard Framework

In-Memory DatabaseAnalytical Reporting

Data Exploration

Customer Profiling

Behavioral Analytics

Real-Time DataPrivate DataGovernment Data

Data Lake

Analytics Compiler

Modeller Sandbox

Compiler Scheduler

Best Approach

Recommendation Engine

Real-Time Decisions

Incident Prevention

Early Warning SystemMulti Platform Parallel Processing

Data ProcessingAnalytics

Specialised Engines

Data Lake

Real-Time Monitoring

Data Integration

Business Visualisation

Decision Engine

Diagnostic Investigation

Incident Prevention


INSURGENT

STRATEGY

BIG DATA BA3 FRAMEWORK

BIG ANALYSIS – BIG ANSWERS – BEST

ACTIONS

Best Actions

Big Answers

Big Analysis

Real-Time Data Acquisition

...Social MediaGlobal Markets

Execution Engines Distributed Run-Time

Data Processing

Data Access Layer

Dashboard Framework

In-Memory DatabaseAnalytical Reporting

Data Exploration

Customer Profiling

Behavioral Analytics

Real-Time DataPrivate DataGovernment Data

Data Lake

Analytics Compiler

Modeller Sandbox

Compiler Scheduler

Best Approach

Recommendation Engine

Real-Time Decisions

Incident Prevention

Early Warning System

BIG ANALYSYS

BIG ANSWERS

BEST ACTIONS


Big Data Customer Experience Management

Cell Ranking based on ARPU

Voice Service Insights

Voice & Data

Service Insights


Customer InsightsCustomer

Identification

Value Proposition:

• Provide a single customer-centric

view on the usage experience

• Profile the customer

according to his network

behaviour and usage patterns

• Provide location view based on

customer usages and experience

Monitoring Experience

Usage Details

Experience Trending View

Customer Profiling CNEI


Customer Behavioral Analysis based on Repeated Calls

Collective insights on

repeated call metrics

All connected calls

Calls disrupted due to Setup Failure, Call

Drop, Long Call Setup, Short

Calls

Chains that was disrupted

and not continued

Calls that was disrupted but

redialed

Calls that were not negative and positive

(e.g. no answer)


• Line graph shows the device ranking from worst device (lowest number) to best device (highest number).

• Device ranking is computed based on network performance and customer segment.

Best performing deviceWorst performing device

Device AnalyticsDevice

Analytical Ranking


Device AnalyticsDevice Fault

Analysis

Apple iPhone 5s performed

worse than the network

performance

Apple iPhone 5s has a

longer setup time compare to the overall

network


Big Data Business Optimisation

Marketing Insights Segmentation and monetisation

Geo-spatial Integration of geo-location data Granular subscriber movement

patterns

Number Analysis Identification of Brands from number

analysis

Real-Time Campaign Triggering• Location based advertising (Geo-

fencing)• Events triggers; websites browsed,

numbers dialled, IDD locations called, roaming triggers

Social Media Analytics Integration & analysis of unstructured

data feeds such as Twitter


SolutionSolution

StandardsStandards


Business OpportunitiesBusiness Opportunities

45


Agenda


Telecom Best Practice Transformation


Integration Framework

ApplicationsFramework

Market Strategy & PlanMarket Segment

Marketing CampaignCompetitor

Contact/Lead/ProspectSales Statistic Sales Channel

ProductProduct Specification Product Offering

Strategic Product Portfolio Plan Product PerformanceProduct Usage

CustomerCustomer Interaction

Customer OrderCustomer Statistic

Customer ProblemCustomer SLA

Applied Customer Billing RateCustomer Bill Customer Bill Inquiry

Service

Service Specification

Service Applications

Service Configuration

Service Performance

Service Usage

Service Strategy & Plan

Service Trouble Service Test

Resource

Resource Specification

Resource Topology

Resource Configuration

Resource Performance

Resource Usage

Resource Strategy & Plan

Resource Trouble Resource Test

Supplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

S/P Problem S/P Bill Inquiry

S/P Statistic S/P Payment

S/P Performance S/P Bill

Revenue Assurance

Party

Location

Business Interaction

PolicyAgreement

UsageRoot

Base Types

Project

Time

Performance

Information Framework

Technology

Information

Applications

Business models and processes

Enterprise EffectivenessManagement

Knowledge & ResearchManagement

Enterprise RiskManagement

Strategic & EnterprisePlanning

Financial & AssetManagement

Stakeholder & ExternalRelations Management

Human ResourcesManagement

Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure Readiness Strategy

Customer Relationship Management

Service Management & Operations

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supplier/Partner Relationship ManagementSupply Chain Development & Management

Resource Management & Operations
















Business Processes Framework

TM Forum Frameworx Enterprise Architecture

Aligned with TOGAF, SOA, ITIL, ITU Adopted

Change ManagementPeople


Integration Framework

ApplicationsFramework

Market Strategy & PlanMarket Segment

Marketing CampaignCompetitor

Contact/Lead/ProspectSales Statistic Sales Channel

ProductProduct Specification Product Offering

Strategic Product Portfolio Plan Product PerformanceProduct Usage

CustomerCustomer Interaction

Customer OrderCustomer Statistic

Customer ProblemCustomer SLA

Applied Customer Billing RateCustomer Bill Customer Bill Inquiry

Service

Service Specification

Service Applications

Service Configuration

Service Performance

Service Usage

Service Strategy & Plan

Service Trouble Service Test

Resource

Resource Specification

Resource Topology

Resource Configuration

Resource Performance

Resource Usage

Resource Strategy & Plan

Resource Trouble Resource Test

Supplier/Partner

S/P Plan

S/P Interaction

S/P Product

S/P Order

S/P SLA

S/P Problem S/P Bill Inquiry

S/P Statistic S/P Payment

S/P Performance S/P Bill

Revenue Assurance

Party

Location

Business Interaction

PolicyAgreement

UsageRoot

Base Types

Project

Time

Performance

Information Framework































Business Processes Framework

Aligned with TOGAF, SOA, ITIL

TM Forum Frameworx


Whole of Business Management Industry Standards

Organizational Performance

“How” the Business Delivers

Busine

ss O

bjecti

ves

“What” the Business Needs to Deliver to be Successful

Maximize Revenue &

Margin

Maximize Profitability

ContainChurn

MaximizeRevenue

ContainCost

SatisfactoryCustomer

Experience

OperationalEfficiency

Quality Customer Interaction

CompetitivePricing/

Packaging

InnovativeService

Mix

AccurateBilling

ServiceHealth

NetworkHealth

ServicePlatformHealth

Effective Network Capacity

Business Metrics Benchmarking BM1001 V1.5

CEM Metrics GB962-B


TR193 TMF0066

TM Forum Frameworx and CEMI Standards


TM Forum Big DataBest Practice


TM Forum Big data Reference Architecture


SolutionSolution

StandardsStandards


Business Challenge Business Challenge

53


Agenda


Key Lessons Learnt so far

• Data is Key – 20billion xDRs, 20 T collected daily across 12m subscribers

• Performance – working in high volumes 24/7 is key, design for 100% availability

• Adaptive and Predictive Analytical Algorithms need to be fit for purpose – keep it simple as it needs to work in high volumes and real time. Some sophisticated algorithms are not volume proof at today's technology. Use algorithms wisely

• Clustering algorithms and classification trees are good

• Key is understanding the behaviour of the Network and Customer – create a living DNA of both and then optimise operations and experience to deliver margin

• Use TM Forum Frameworxs as a vehicle to automate CEM process

• It is a journey of discovery – need a flexible big data framework


Factors to Consider to Automate, Optimize and Innovate

Unifying and Orchestrating People, Process, System and Network• People - Core Accelerant People to ensure adoption and

change, data management, Transfer of skill (Telco & IT)• Process - Out of the box simple processes across:

» Plan to Operate

» Concept To Market

» Order to Cash

» Trouble to Resolve

• System - Unified System – One Database, One Real Time Inference Engine, One Workflow

• Network – Auto Discovered, integrated lifecycle managed• Managed - Delivered in the “Cloud”• Measured – Benchmark KPI for on going improvement

55


Wider Application Smart Contextual Government

eGov

dGov

Managing Interactions

Managing Perceptions

Electronic Automation

Managing Actions

Managing Sentiments

Digital Optimisation

Electronic Government Began 1998 till now

Big Data Digital Government2014 and beyond

Data at Rest Big Data in Motion

Reporting Predictive Analytics


Journey of Technology in Government beyond 2020

from Smart to Contextual Intelligent Connected Collaborative

E-governmen

t• Online services

• websites

Joined-up Governmen

t• Life events

• re-engineering

Open Government• Transparent, participative,

• Community engagement

2000

2005

2010

2015

Digita

l

2020

2025

2030

20352040

Elec

tron

ic

ContextualIntellig

ent Connected

Connected Government• IOT Enabled Self interacting & Self

optimized

Intelligent Government• Decision Intelligence, adaptive

Contextual Government

• Better, People Centric, Predictive

Smart Government• Big Data Insights Action Optimizing

• Sustainable Affordable Cross Boundary

People CentricCollaborative

ConnectedIntelligentContextual

Collaborative

Collaborative Government• Sharing Economy Co-Creation Society Open

Door

QoLOptimised

Sustainable Sharing Economy

The Government Technology Journey – the next 25 years


Whole of Economy Optimisation National Data Ocean

Smart InnovationMy Security My Health My Roads

My Education

My Food

National Data Ocean

People QoL

Public

My World My Fitness My Taxes My Money My Work

Data Acquisition

Big Analysis Big Answers

Best Actions

Crime Watch

Safe Nation Jam Optimise

GST Watch Virus Alert

Smart Contextual Government 1:1

People Sentiment DNA

Telecom Communication Private Enterprises

X-Road SOAP XML

Public

State Federal

ECC ECC ECC

JIM MOF MOA JKR

…Trust Security Accreditation

Insurgent Blue Big Data BA3

ECC CEMMCMC

Celcom

Maxis

Digi

TM

...

Twitter

Facebook

Instagram

You Tube

Blogs

TV

NewspaperRadio

Survey

ECC

Bank SME

Trust Security Accreditation

…Optimise

Real Outcomes

CCC

LeaderDashboard

Demographic

Psychographic

Geopolitical


DECISION INTELLIGENCE WAR ROOM

INSURGENTSTRATEGY

WINSMARTBDA 2.0 BA3

SURVEYSOCIAL MEDIA

AUTOMATED SYSTEMSDEMOGRAPHIC

PSYCHOGRAPHIC

Empowering the WIN Victory Platform People QoL

WAR ROOM

DATA

Listen Act

PEOPLE

Leader

People Sentiment DNA

• Base Data Ready

• Demographic

• Psychographic

• Geopolitical

• Economic

• Aggregate New Data

• Localise

• Operationalise

• Leverage existing


The Journey so far Business Capability Enabler

60

Infrastructure Management Fulfilment Assurance

ClarityServices

Marketplace

Customer Manager

Unified Catalog Order Manager Revenue Manager

Business Quality Manager

Network Project Controller

Network Asset Controller

Network SiteController

Service Manager

Inventory Manager

Identifier Manager

Discovery

Performance Manager

Alarm Manager

Ticket Manager

SLA Manager

Field Service Manager

Test Manager

Consulting

Education

Support

PartnerSupport

Spatial Manager

Network and Systems

Element ConnectSystem Connect

Program Governance

Report Connect

SellConcept to Sale• Self-service portal for Subscribers and Partners• Consolidation of supply-chain• Rapid deployment of new products• Allow resellers to innovate with value added services

BuildPlan to Operate• Optimise network roll-out, reduce costs

• Increase roll-out and upgrade efficiency

• Reduce time-to-market for new capacity

• Comply to legal requirements

FulfilLead to Cash• Reduce cost and errors with orchestration of manual and automated processes

• Integrated multi-network activation

• OSS/BSS/Partner process updates

AssureTrouble to Resolve• Proactive network management

• Rapid identification of root-cause fault

• Continuously improve customer experience

• Differentiate with integrated SLAs

OptimisationBusiness Insight to Action • Transactional Monitoring & Modelling • Customer Experience, Capital Productivity, Operational Efficiency and Revenue & Margin


The Results – In Action

100+ million subscribers

200,000 network elements

2 million circuits

8,000 Points of Presence

1,500 users

100,000 orders per day

4 million events per hour

20,000 activations per hour

…..And growing at 1.5 million subscribers per month

Reliance, India


The Feedback

“Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support”

Garuda SugardoCOOPT Telkom Indonesia

“Clarity is playing a critical role in our future as the OSS platform for transition to a NGN”

Napoleon Nazareno President & CEO Philippines LDT

“Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7”

Dato’Baharum SallehCOO, WholesaleTelecom Malaysia

“The only way we can offer world class service it through total automation and integration. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come”

Mukesh AmbaniChairmanReliance Communications

62


E2E Deployment Case Study

Customer Profile

• India’s largest integrated telecom company

• Provides CDMA,GSM, traditional data, WLL, NGN, IPMPLS, Wimax

• Over 100 million Subscribers

• US $9 billion PAN India network coverage

• All managed from state-of-the-art NOC in Mumbai

Clarity Solution

• Clarity Systems• Configuration Manager• Service Manager• Alarm Manager• Performance Manager• Number Manager• SLA Manager• Ticket Manager

• Fulfillment & Assurance in a single phase implementation

• Integrate Network Operations in a Single Database

• Business Processes modeled as catalyst for automation

• Traceability of activities and repeatability of outcomes

Business Impact

• Launched NGN in1 year• Launch new products & network technology in less than 30 days

• Automation of worlds best practice business processes for engineering, provisioning and assurance

• Visibility of $5 billion dollars of inventory

• 4 minutes to detect, analyse & correlate fibrecut anywhere in India

• Correlation of faults to customer, location & service

“I firmly believe the only way we can offer World Class Infocomm service is through total automation & integration of various platforms, something many Telcos have desired but few have achieved. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come”

Mukesh AmbaniChairmanReliance Communications


Inventory Management Case Study

“We are aggressively rolling out NGN infrastructure inc. Digital Local Switches, Broadband Wireless & IP MPLS. Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7”Dato’Baharum SallehCOOTM Wholesale

Customer Profile

• Malaysia’s Tier 1 telecom operator

• Provides voice, data and multimedia services to more than 12 million subscribers

• TM leads Malaysia’s market with 95% of the fixed line market, 56% of the internet market and 40% of the mobile market

Clarity Solution

• Clarity Systems•Configuration Manager

•Service Manager•Number Manager•Ticket Manager

• Consolidate and replace over 30 legacy inventory systems, providing TM with a single system to manage both current & planned inventory

Business Impact

• Provide organisation-wide visibility of end to end network

• Enable TM to quickly and accurately deploy services to customers

• Drive continuous improvement of TM’s inventory management processes, business processes and performance based on industry standard Enhanced Telecommunications Operations Map (eTOM)


Phased E2E Deployment Case Study

"This is a “re-investment & re-invention” phase for PLDT, as we pursue our goal of simplifying our network architecture, develop new revenue streams & growth opportunities & closer coordination between our fixed & wireless businesses. Clarity is playing a critical role in our future as the OSS platform for transition to a NGN. " Napoleon Nazareno President & CEO PLDT

Customer Profile

• Philippine’s leading telecom provider,

• Provides fixed line, wireless and data and data services

• 2.5m fixed line subscribers and 25m mobile subscribers

Clarity Solution

• Clarity Systems• Configuration Manager• Service Manager• Alarm Manager• Ticket Manager• Performance Manager

• Service delivery management, performance reporting & guarantees

• Single user interface across multiple activities

• Work flow management

• Phased Implementation

• NGN services, Assurance, Fulfillment

Business Impact

• Corporate Lease reduced by 88%

• Clear ownership for any single Service Order

• Single data base – no data synchronisation issues Paper based record systems transformed to automated business process

• Converged OSS breaks down business silos

• End to end view, ability to co-relate a transmission fault to customer impacted


Customer Profile

• Headquarters: Philippines

• Products- Broadband- Cellular- Fixed Line

• Revenue P57 billion• Net Income P12 billion• 45% owned by SingTel

NOC Case Study

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Clarity Systems• Inventory Manager• Alarm Manager• Ticket Manager• Performance Manager• SLA Manager• Service Manager

Service Supported• Mobile: 3G, 2G, VAS,

Transmission, IN, IP• Fixed: PSTN, VoIP, WiFi,

IP MPLS, Transmission, NGN,

Clarity Solution Business Impact

NOC Supply, starting from the floor•Video wall, IT,

applications, furniture, PCs, staffing rosters etc….

Supporting:•Mobile and Fixed Line

Support•Production and DR sites•Multi-technology

network•20 million subscribers•40,000 network elements•3 million events per day


E2E Deployment Case Study

“It is essential to provide an unparalleled level of customer service & improve the quality of service while reducing the overall operating costs. Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support.

Garuda SugardoCOOPT Telkom

Customer Profile

• Indonesia’s largest InfoComm company and full service and network provider.

• Provide fixed wireline & wireless, mobile, data, internet, multi-media network & interconnection services.

• 12 million fixed-line subscribers and over 24 million mobile subscribers

Clarity Solution

• Clarity Systems• Inventory Manager• Service Manager• Alarm Manager• Performance Manager

• Deployment of pre-integrated end-to-end platform solution

• Single OSS platform for engineering, inventory, provisioning and assurance of network & services

• Based on hybrid of NGN, IP MPLS & legacy technologies.

Business Impact

• Forward-looking vision by being early adopters of NGOSS best practices.

• Allows PT Telkom to launch new customer services quicker than other operators

• Eliminates data synchronisation problems

• Seamless delivery of inventory management, service provisioning and service assurance within one system.

Thank You

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business quality management unified oss and transactional analytics to derive actionable insights...

Documents

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oss optimisation

oss market leadership

market commercial

frost sullivan oss vendor

performance recordsday589

video conferencing

predictive analytics