oracle communications solutions023648.pdf

7/29/2019 Oracle Communications Solutions023648.pdf

1/20

Carol Leboffe

Director Solution Architecture - Communications Industry Solution Group

Oracle Communications Solutions- Integration Order Management -


2/20

2009 Oracle Corporation Proprietary and Confidential 2

Why Integrated Order Management?

CustomerIntimacy

Rapid Service

Innovation

Operational

Excellence


3/20


0 1 2 3 4 5 6

Top 10 Order-to-Fulfilment Issues

1. It takes too long to introduce new products

2. Slow order delivery3. Cost of service delivery

4. Not having a comprehensive software solution

5. Too many manual and redundant activities6. Difficulty tracking order progress and status

7. Lack of end-to-end process support

8. Inefficient order-handling

9. Mistakes leading to more work or lost contracts

10. Pricing is not flexible

Data based on independent study conducted for Oracle by KRC Research


4/20


Customer Feedback to Oracle

Industry Strategy Council Customer Feedback

Order Orchestration, Order Capture, Customer Master and ProductCatalogue are Top Requirements

Compiled based on 2007 Industry Strategy Council


5/20


Oracle Communications Solutions

Integrated Order Management

Integrated Order Management=CRM + Order Management + Product Catalogue


6/20


The Concept to Cash Value Chain

3CampaignExecution

Campaign Management

Sales Execution

Real-time up sell/cross sell

Order Capture and Commit

4 Service Fulfillment

Inventory assignment

Order orchestration

Provisioning

Service Activation &Configuration

5 Usage Charging

Service Delivery & Usage

Service Mediation

Real-time charging and billing

Discounts and promotions

1 Concept Creation

Customer insight

Behavioral and revenueanalytics

Segmentation analysis

Concept generation

2 Service Design

Service definition &configuration

Service pricing, bundles andpromotions

Service network deployment

Service trials and release

Customer and invoicing

Trial billing

Receivables and G/L

Collections

Partner settlements

6 Billing & A/R


7/20


Integrated Order Management

3CampaignExecution

Campaign Management

Sales Execution

Real-time up sell/cross sell

Order Capture and Commit

4 Service Fulfillment

Inventory assignment

Order orchestration

Provisioning

Service Activation &Configuration

5 Usage Charging

Service Delivery & Usage

Service Mediation

Real-time charging and billing

Discounts and promotions

1 Concept Creation

Customer insight

Behavioral and revenueanalytics

Segmentation analysis

Concept generation

2 Service Design

Service definition &configuration

Service pricing, bundles andpromotions

Service network deployment

Service trials and release

Customer and invoicing

Trial billing

Receivables and G/L

Collections

Partner settlements

6 Billing & A/R


8/20


Network / SDP

View /Create

CustomerAccount &Contact

View /Create


CaptureOrder

Validate;Reserve

Resources

CaptureOrder

Validate;Reserve

Resources

SubmitOrder

SubmitOrder

Siebe

lCRM

CustomerInquiry

CustomerInquiry

Customer

ConfirmOrder

ConfirmOrder

Or

acleBRM

View /CreateBillingProfile


Create(Update)

Service Plan

Create(Update)

Service Plan

ActiveService Plan

and Start

Billing Cycle

ActiveService Plan

and Start

Billing Cycle

OracleOSM

Create(Update)Customer

Account


Account

UpdateSales Order(Line) Status


Close SalesOrder

(CreateAsset)

Close SalesOrder

(CreateAsset)

ProvisioningProvisioning

Inventory & ResourceAssignment


Ship CPE(Logistics)

Ship CPE(Logistics)

Installation(Field

Service)

Installation(Field

Service)

OrderDecom-position

OrderDecom-position

OracleERP

ManageOrder Status

ManageOrder Status

CaptureOrder

Cross/UpsellRTD

CaptureOrder

Cross/UpsellRTD

CreateServiceRequest


Close /ResolveServiceRequest


OracleOSM

OracleUIM

OracleASAP

ReviewInstalledAsset /

Open Orders


Open Orders

ActivationActivationFieldService

Order Management & OrchestrationOrder Management & Orchestration

IOM: Process Flow


9/20


Network / SDP

View /Create


View /Create


CaptureOrder

Validate;Reserve

Resources

CaptureOrder

Validate;Reserve

Resources

SubmitOrder

SubmitOrder

SiebelCRM

CustomerInquiry

CustomerInquiry

Customer

ConfirmOrder

ConfirmOrder

Or

acleBRM



Create(Update)

Service Plan

Create(Update)

Service Plan

ActiveService Plan

and Start

Billing Cycle

ActiveService Plan

and Start

Billing Cycle

OracleOSM


Account


Account



Close SalesOrder

(CreateAsset)

Close SalesOrder

(CreateAsset)




Ship CPE(Logistics)

Ship CPE(Logistics)

Installation(Field

Service)

Installation(Field

Service)

OrderDecom-position

OrderDecom-position

OracleERP

ManageOrder Status

ManageOrder Status

CaptureOrder

Cross/UpsellRTD

CaptureOrder

Cross/UpsellRTD





OracleOSM

OracleUIM

OracleASAP


Open Orders


Open Orders



IOM: Process Flow


10/20


ProductAdministrator

Design Time(Enrich Data)

AdvancedAdvancedPricing RulesPricing Rules

AdvancedAdvanced

ConfigurationConfiguration

RulesRules

UI DefinitionUI Definition

Run Time

Product andProduct andCatalog SelectionCatalog Selection

ProductProductConfigurationConfigurationEngineEngine

Asset BasedAsset BasedOrdering (New,Ordering (New,

Modify,Modify,

DisconnectDisconnect

Suspend etc.Suspend etc.

Pricing Rules andPricing Rules and

ContractContractEnforcementEnforcement

Eligibility andEligibility and

CompatibilityCompatibility

Feasibility andFeasibility and

Order ValidationOrder Validation

Product Bundling & Order Capture

Main Data Entities

Quotes &Quotes &OrdersOrders

ProductProductCatalogCatalog

AssetsAssets ContractsContractsCustomerCustomer

Custom Applications

Web Services InterfacesWeb Services Interfaces

LocalDB

LocalLocalDBDB

Multi-Channel Packaged ApplicationsSFA, Call Center, Retail POS, Partners

Web Server (Packaged Apps)Web Server (Packaged Apps)

PIM DHPIM DHPIM DH


11/20


Products Introduction and Maintenance

Service Creation Process

1.Central Product Definition & PLM Agile/PIM

2.Sales Catalog Enrichment - Siebel

3.Technical Catalog Enrichment - SCE

4.Service Definition in SDP - SDP

5.Demand Planning of Supply Chain Demantra

6.Quote & Order Capture Siebel

7.Service Fulfillment OSM, UIM, ASAP, IPSA

8.Usage Charging BRM

9.Biling & A/R BRM, Financials


12/20


Network / SDP

View /Create


View /Create


CaptureOrder

Validate;Reserve

Resources

CaptureOrder

Validate;Reserve

Resources

SubmitOrder

SubmitOrder

SiebelCRM

CustomerInquiry

CustomerInquiry

Customer

ConfirmOrder

ConfirmOrder

Or

acleBRM



Create(Update)

Service Plan

Create(Update)

Service Plan

ActiveService Plan

and Start

Billing Cycle

ActiveService Plan

and Start

Billing Cycle

OracleOSM


Account


Account



Close SalesOrder

(CreateAsset)

Close SalesOrder

(CreateAsset)




Ship CPE(Logistics)

Ship CPE(Logistics)

Installation(Field

Service)

Installation(Field

Service)

OrderDecom-position

OrderDecom-position

OracleERP

ManageOrder Status

ManageOrder Status

CaptureOrder

Cross/UpsellRTD

CaptureOrder

Cross/UpsellRTD





OracleOSM

OracleUIM

OracleASAP


Open Orders


Open Orders



IOM: Level 2 Process Mapping


13/20


OSM for End-to-End Order Fulfillment

Key Value with Oracle CRM: Productized order management - from

pre-order through to delivery Integrates CRM with Service

Fulfillment and Assurance Enables predictable service delivery

and guaranteed end to end customerexperience

Application focused on themanagement of the end-to-endlifecycle of the customer order

Enables order decomposition andorchestration across allparticipating applications infulfillment of the customer order

Provides constant visibility &status updates of order progressduring the entire customerexperience

Supports automated order change

management for in-flight orderchanges / exceptions

Navigates users dynamicallythrough order lifecycle

Advanced Fulfillment Capabilities

Automated Order

Fulfillment

Manual Order

Fulfillment

Order Support

Foundatons


14/20


Network / SDP

View /Create


View /Create


CaptureOrder

Validate;Reserve

Resources

CaptureOrder

Validate;Reserve

Resources

SubmitOrder

SubmitOrder

SiebelCRM

CustomerInquiry

CustomerInquiry

Customer

ConfirmOrder

ConfirmOrder

OracleBRM



Create(Update)

Service Plan

Create(Update)

Service Plan

ActiveService Plan

and Start

Billing Cycle

ActiveService Plan

and Start

Billing Cycle

OracleOSM


Account


Account



Close SalesOrder

(CreateAsset)

Close SalesOrder

(CreateAsset)




Ship CPE(Logistics)

Ship CPE(Logistics)

Installation(Field

Service)

Installation(Field

Service)

OrderDecom-position

OrderDecom-position

OracleER

P

ManageOrder Status

ManageOrder Status

CaptureOrder

Cross/UpsellRTD

CaptureOrder

Cross/UpsellRTD





OracleOSM

OracleUIM

OracleASAP


Open Orders


Open Orders

ActivationActivationFieldServic

e


IOM: Level 2 Process Mapping


15/20


Application Integration Architecture for Comms

eTOM aligned Industry

Business Model

Pre-build Processes, e.g.

Order to Bill Agent Assisted Billing

Care

Revenue Accounting

Billing Self-Service

Pre-Build SOA Common Object Model (SIDalignment)

Enterprise Business Services

OOTB Application Adapters

Build using Fusion Middleware

Technology Standards-based, SOA-enabled platform

Up to 60% reduction Lower provisioning costs

30 Days to minutes Launch a new service

Up to 50% reduction Reduced Development Cost

30% faster reduction in problem solving

30% of IT budget vs. 80%

Solve service problems faster

Reduced IT Operational Cost

Benefit Achieved Savings

Oracle BI

Analytics

Siebel Customer Relationship Management

Oracle SDP

Service Execution

Data Management

Product

Customer

Enterprise

Management

Business

In

telligence

InformationManagement

Revenue

Management

Customer

Management

Service

Management

ERP

FINSAssets

Supply

Reporting

Oracle ContentManagement

Oracle Service Fulfillment

Activation InventoryProvisioning

Oracle Billing and Revenue Management

Billing Balance TrackingRating

Oracle Order Management

Order FalloutOrder Lifecycle ManagementOrde

r

Managem

ent

Oracle BIPublisher

Invoicing

SalesMarketing/Lo

yaltyPartner

Customer Order

Mgmt

Self

Service

Field

ServiceService


16/20


AIAEnterprise Business Service:

Create, update, query Customer

Create, update, synch Price List

Create, update, synch Product, etc

Enterprise Business Objects:

Customer, Product, Price List,

Sales Order, Invoice, Payment, etc

BPEL BAMESB RulesEngine

BPA

BusinessServices

Repository

CRMABO

ABM

BillingABO

ABM

OSSABO

ABM

ERPABO

ABM

ABCS ABCS ABCS ABCS

ISVABO

CustomABO

LegacyABO

ABCS ABCS ABCS

3rd PartyMiddleware

ABM ABM ABM

AIA: Productized Sustainable Integrations

Common Object Model and Service Registry


17/20


Oracle Communications Suite - Integrated

Order Management

Order CaptureOrder Capture

& Validation& Validation

SiebelCRM

CallCall

CenterCenterWebWeb

Order and ServiceOrder and Service

Management (Management (OSMOSM))

ActivationActivation

(IPSA)(IPSA)

UnifiedUnified

InventoryInventory

ManagemManagem

entent

((UIMUIM))

Service Fulfilment

AIAPublishProduct

ProcessOrder

StatusUpdates

StatusUpdates

Billing andBilling and

RevenueRevenue

ManagementManagement

InitiateBilling

BillingCare

ActivationActivation

(ASAP)(ASAP)

Network

Technology

VoiceBroadband IP/TV

DataData

ManagmtManagmt

ProcessOrder

PublishProduct

PublishProduct

PublishProduct

UCM

UCM UCM

EBSEBS

SDPSDP

Oracle BIOracle BI

GL

GL

OrderManagement


18/20


IOM: where has been deployed?

Vodafone Qatar new greenfield mobile voice operator Live in under 5 months. Oracle and EDS implemented Siebel Call Center / Order Capture, BRM, ASAP, AIA, FMW PIPs: Order to Bill and Agent Assisted Billing Care

BaneTele: Fixed & Cable (Corporate Customers) provider in Norway AIA, Siebel, & BRM

PIPS: Order to Bill, Agent Assisted Billing Care

Com hem: Swedish triple play provider with 40% market penetration Siebel & AIA. Evolving to BRM PIPs: Order to Bill, Agent Assisted Billing Care

Lyse Tele (subsidiary of Lyse Energi): Triple play broadband servicesprovider in Norway (high-speed Internet, digital TV and telephone)

AIA, Siebel, BRM, EBS PIPs: Order to Bill, Agent Assisted Billing Care, Revenue Accounting

Cox Wireless: 3rd largest cable provider in NA entering wireless business in2009. Head to head competition with Amdocs.

End to end deal: Siebel, BRM, OSM, UIM, ASAP, Retail POS & AIA PIPs: Order to Bill and Agent Assisted Billing Care

DNA: Convergent provider in Finland (TV, Fixed, Mobile), 2M customers AIA, Siebel eMarketing/ Order Capture, BRM, FMW, iAS Database PIPs: Order to Bill & Agent Assisted Billing Care


19/20


The preceding is intended to outline our general

product direction. It is intended for information

purposes only, and may not be incorporated into

any contract. It is not a commitment to deliver any

material, code, or functionality, and should not be

relied upon in making purchasing decisions. Thedevelopment, release, and timing of any features

or functionality described for Oracles products

remains at the sole discretion of Oracle.


20/20


oracle communications solutions023648.pdf

Documents