An SAIC Company
Rich FialkoffExecutive Director
Customer Care and Billing Solutions(732) 699-2992
[email protected] 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
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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
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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