ericsson's hakan eriksson at commsday summit 2014

Håkan Eriksson

CEO Australia & NZ

Meet the Agile operator | Ericsson – CommsDay Summit 2014|


MARKET TRENDS 2014

This slide contains forward-looking statements. Actual result may be materially different.

Digital lifestyle drives demand

Superior network performance wins

Customer experience in focus

Data brings new business models

ICT transforming industries

Smartphone intensive markets defined as markets with smartphone penetration above 50 percent in 2013.

Every other subscriber will have a smartphone

>75%

Mobile video traffic growth will exceed 75 percent

Data will exceed 50 percent of revenues globally in smartphone intensive markets

1/2


In the networked Society

From servingmore customers

to servingmore needs

to caringand creating

From runningand maintaining

More devices, apps & content demands a shift of focus


Based on Experience

Working with the world’s leading operators,we have learned what makes them agile…

900OSS systemsin operation

1500Consulting and SIprojects per year

650Network IQsystems in service

16,000Consulting andSI professionals

>2.1

BILLIONSubs

Served by EricssonCharging and Billing

>1BILLIONlicenses

Issued for devicemanagement

>1.3

BILLIONsubs

For commercialactivation installations

Ranked first worldwide FOR> OSS

> BSS

> Service Delivery and services


The Agile Operator manages customers,

services & networks. All at once.

Agility requires a unified approach

SERVICE AGILITYrealizing innovation

Delivering and monetizing new services rapidly and cost effectively through customers and partners.

CUSTOMER AGILITYrealizing customer experience

Leveraging data to understand and predict needs, solve problems and put customers in control.

NETWORK AGILITYrealizing efficiency

Simplifying complexity while accelerating the planning, rollout and optimization of new and existing networks.


3D Vision

EcoSystematic

Modular

Self

Steering

BigData

SON &Automation

Self

Service

The agility formula

SERVICE AGILITY realizing innovation

CUSTOMER AGILITY realizing customer experience

NETWORK AGILITY realizing efficiency


Efficient customer care

RESULTS

SOLUTION

CHALLENGE› Monitor the customer experience to help proactively

respond to actual subscriber needs.› Detect variations in the quality of service for different

terminal types.

NOC

CCUser experience

feedback reporting

Network events/counters & session collection

DNA, FINLAND


automatic network optimization

SOLUTION

CHALLENGE• New technologies• Heterogeneous networks• New traffic patterns driven

SingTel has widened its technology leadership against competitor networks and has demonstrated significant improvements in many user experience such as

•lower drop call rates,

•higher user data speeds and

•signal coverage enhancements

using the Ericsson SON Optimization Manager.

Customer Quote

Self Organizing Network, SON

SingTel’s implementation includes coverage and capacity optimization, automatic neighbor relation handling and load balancing.

Near-Real Time

ChangeActivation

SON OM› Configuration notifications

› Performance counters

› Events

SINGTEL, SINGAPORE


User controlled Charging

SOLUTION

› Handle growth in MBB services

› Differentiate offerings

› Improve customer loyalty & increase market share.

› Ericsson’s Mobile Broadband Charging solution offers subscribers greater control of their expenditure and provides more choice when it comes to mobile services, data speed and capacity.

› The solution also allows cross bundling of services, meaning consumers have everything in one place, on one bill.

› Subscribers able to monitor their costs.

› Improved customer experience.

› Differentiated services.

› Increased market penetration.

RESULTCHALLENGE

We can see that it’s going to offer some great new opportunities for us to grow the market. I think the key here is flexibility, so customers have the opportunity to do more with the offer that we give them.

CTO, Vodafone Egypt

VODAFONE, EGYPT


RESULTS

95%Reductionin Fallout

› Shortening time-to-market, improving quality of service and reducing costs.

› Current legacy environment had high order fallout because of non-synchronized order and billing system and lack of validation.

› Reallocation of 100 CSRs from fallout management to ordering.

› Increase in ARPU through catalog driven up-sell/cross-sell.

› Training reduced from 4 weeks to 4 days.

› Ericsson’s Catalog Management solution deployed as the Product Catalog, driving ordering and billing functions.

› Ericsson’s Order Management provides order capture and management functions.

› CRM and subscription inventory functionality through Customer Information Management and Service Registry.

CHALLENGE

SOLUTION

Efficient Business ProcessesNORTH AMERICAN OPERATOR


The agile Operator

We have gone from providing a

Phone Lineto providing a

Life Line

With that comes new

Responsibilitiesand

Opportunities

ericsson's hakan eriksson at commsday summit 2014

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