oracle strategic investments in coms
TRANSCRIPT
State of the Communications Industry and Oracle’s Market Positioning
Thrasos ThrasyvoulouBusiness Development ManagerCommunications & Media, EE&CIS
Market trends in telecoms
Market share and the financial situation
Market Share Inelasticity Tight Wallet Effect
Market ShareDisposable Income GDP
2008 2009 2010
-7.9
2.2
14
Growth rate of disposable income and GDP in Russia (%)
Internet & social networks drive demand for mobile and fixed data – pipe scenario
The lost fight for the Consumer Ownership & Experience?
The rise of the Machines (and new business models)
Operator’s Response: Voice, Data and the abstract delivery channel
• Where we are heading– One cable at home – multiple services– High speed mobile networks– Service Enabler vs Data Pipe
Operator’s Response: Mergers & Acquisitions continue in search of growth and synergies
• 154 M&A deals• 91 service provider (SP), 53 vendor, other
Operator’s Response: Information Technology
Cost Efficiency
• Rationalize # of suppliers
• Rationalize, migrate and upgrade back-office systems
• Improve lead to cash
Process Efficiency
• Use industry standards & best practice (eTOM, SID)
• Evaluate Managed Services & Outsourcing
• Reduce complaint & fault resolution times
Source: Ovum (Adapted)
Customer Experience
• Ramp up online self-service
• Improve experience across customer touch-points
• Improve customer loyalty offerings
Innovation
• Introduce Agile Business Processes, reduce time to market
• Service Enabled Business
• Invest in new product innovation, convergence
Example: Top 10 ‘Order-to-Fulfillment’ Issues
0 1 2 3 4 5 6
1. It takes too long to introduce new products
2. Slow order delivery
3. Cost of service delivery
4. Not having a comprehensive software solution
5. Too many manual and redundant activities
6. 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. n=55
Operator’s Response: Break the Silos, Consolidate, Innovate
Customer Interaction Partner Interaction
Packaged Industry Business Processes
Industry Optimized Information Management
Functionally Rich Applications
Real-Time Multi-Network Interaction
All Lines of Business, All-IP Network
Oracle’s response to Market trends
Operator’s Response
Cost Efficiency
• Rationalize # of suppliers
• Rationalize, migrate and upgrade back-office systems
• Improve lead to cash
Process Efficiency
• Use industry standards & best practice (eTOM, SID)
• Evaluate Managed Services & Outsourcing
• Reduce complaint & fault resolution times
Source: Ovum (Adapted)
Customer Experience
• Ramp up online self-service
• Improve experience across customer touch-points
• Improve customer loyalty offerings
Innovation
• Introduce Agile Business Processes, reduce time to market
• Service Enabled Business
• Invest in new product innovation, convergence
Oracle’s Response
Cost Efficiency
• Improve Cost Control and Compliance
Process Efficiency
• Transform Information Architecture
Customer Experience
• Drive Customer-Centric Business
Innovation
• Enable Next Generation Services
How:
Predictable Cost
Facilitate business transformation with predictable total cost of ownership
Complete
Suites with productized integrations and industry-specific business processes
Open
Best-in-class applications built on common, open, standards-based technology platforms
Oracle strengths & opportunities
• Comprehensive Vertical Solutions' Portfolio Provides One-Stop Shop for CSPs
• Comprehensive Horizontal and Vertical Technology Framework Supports Complex New Services
• Robust Balance Sheet and Global Presence Ensures Broad and Growing Market Share
• Track Record of Integrating Acquisitions Facilitates Product Integration
• Wide Range of System Integrators Using Oracle Technology Provides Customer Choice
Oracle SWOTSource: Gartner September 2010: http://www.gartner.com/technology/media-products/reprints/oracle/article170/article170.html
Alignment with Industry Standards
TeleManagement Forum
• eTOM• SID
Oracle Support of Standards• Web Services: (UDDI, WSDL, XML and
XML schema, SOAP, JMS, JCA, etc.)• Business Process Execution Language
(BPEL) for Web Services• Charging and diameter standards as
part of the standards for TCP/IP and Internet protocol suite
• Service Activation Standards: Web Services and TMF 814, which are both associated with the TeleManagement Forum, and RFC 2547 –L3 MPLS VPN, which is related to Internet Engineering Task Force (IETF).
• Service Delivery Standards: Open Mobile Alliance (OMA), Parlay
Responding to trends
Alignment with Industry Standards
Streamline operations via packaged business systems
• Best of breed via C.O.T.S. (MW, Apps, Billing, SDP)• Glue systems for processes via SOA/BPM (Oracle SOA/BPM)• Adopt industry best practices aka eTOM/SID (Oracle AIA)
Tota
l IT
fu
nc
tio
na
lity
C.O
.T.S
.
80/20 80/20
AIA
Responding to trendsSupport Complex Transformations
with COTS
19
Siebel CRM
Sales Force Automation Customer Service
Optimized Field Service
Customer Loyalty Mgmt
Order Capture
Personalized Self Service
Single Customer View
Intelligence Driven Marketing
• Multi-channel Service• Streamlined Processes
• Task-based UI• Customer Value Driven
• eBilling & ePayment• On-line service ordering
• Personalized Offers
• Closed-loop Campaigns• Analytics Driven
• Integrated, Multi-Channel Deployment
• Refined Segmentation
• High-value Segment identification & retention• Loyalty Program
Management
• Optimal Scheduling & Dispatch
• Streamlined Field Delivery• Consistent View
• Insight-driven sales execution• Self-learning recommendations
• Standardized processes
• Real-time Customer Need analysis• Dynamic pricing & product bundling
• Automated Quote to Order to Provisioning Process
• Enforced business/market rules
• Ensured Data Integrity, Consistency, & Accuracy
• Enforced security & regulation• Complete, centralized customer view & insights
Responding to trends
Support Complex Transformationswith COTS Applications
20
Strengthen Current Offering with strongest Investment in R&D
• 20 enhanced modules• 113 new features • 72 enhancements• 9,000 person days invested• More than 3 million lines of code
Responding to trends
Support Complex Transformationswith COTS Applications
BSS/OSS
Horizontal/Vertical architectures
Service Enabled Business
• Connect BSS/OSS, & the NW• Requires COTS applications and
a solid integration foundation
BSS Transformation via MDM
• Single source of truth (360o-view)• High quality data, enables facts
based business decisions• Distributes master data
information to applications
MDM: Product | Subscriber
CRM
Billing
Fulfillment
Assurance
Network
Mobile
Fixed …
SetTopBox
NW Service Enablement
Service Enabled Business
Responding to trendsEnable Innovation
with COTS Technology
22
Your Customers
Single, Complete View of the Customer
• Creates and maintains unique, complete, clean and accurate master data information across the enterprise
• Manages the Overall Data Lifecycle and fully automates the Organization Data Governance process
• Deploys a 360-degree view of all master objects and related information
• Distributes master data information to all operational and analytical applications just in time
Responding to trends
New Solutions
Intelligent DWH for Communications
• Enterprise wide data model for communications industry
• Over 1,200 tables and 16,000 attributes• Over 1,000 industry measures and KPIs• TMF SID 8.1 conformant
• Prebuilt mining models, OLAP cubes and sample reports
• Automatic data movement across the warehouse
• Easily extensible and customizable
• Usable within any communications application
Oracle Communications Data Model
InformationAccess
AnalyticLayer
FoundationLayer
Base, Reference and Lookup Tables
Derived
TRANS-
FORMATION
Aggregate
Sample OBIEEMetadata & Reports
Base, Reference and Lookup Tables
Derived
TRANS-
FORMATION
TRANS-
FORMATION
Aggregate
Sample OBIEEMetadata & Reports
Responding to trends
New Solutions
Oracle Financial Consolidation Hub
FinancialConsolidation
Hub
FinancialConsolidation
Hub
OperatingBalances
Built on EnterprisePerformance Foundation*
SAP
PeopleSoft E
JD Edwards E1
Oracle EBS
Legacy Apps
One-TouchConsolidation
ReportGeneration
Multi-DimensionalAnalysis
ResultsAuditing
DataTransformation
& Validation
ComplianceCertification
Responding to trends
New Solutions
Manage Network Assets Efficiently
• Trouble Ticket / Repair History• Failure & Reliability Analysis• Maintenance Schedule• Asset Configuration• Location
Maintenance
Data
Maintenance View
BENEFITS TO YOU INCLUDE
Maximize asset utilization
Streamline regulatory audits
Safeguard the balance sheet
Efficient workforce management
OperationsData• Network & Service Design
• Capacity / Routing Planning• Provisioning & Activation• Regulatory and
compliance policies
Network View
• Capital budget• Book value• Cost history• Leases• Ownership• Tag number
FinanceData
Financial View
GlobalAsset
Repository
GlobalAsset
Repository
Responding to trends
New Solutions
Cloud Computing
Cloud computing is hot for Telcos to reduce costs via private clouds or outsourcing, and build new business models as cloud providers.
• Goes beyond IaaS• PaaS, SaaS, NW-aaS, BP-aaS• Select a quick win for Cloud
(OracleVM, ExaData, ExaLogic)
• Adopt a cloud strategy. Standardize, Consolidate, Cloud
Virtualization
Operating System
Servers
StorageIn
fra
str
uc
ture
M
an
ag
emen
t
Se
lf –
Se
rvic
e
Messaging ConferencingCall Control
PaaS
Location
Responding to trends
New Solutions
Oracle Communications Network Charging & Control
Service Control
Integrated IN Services
Prepaid Charging
• Service Creation• Service Logic Execution• Voice, Messaging and
Data Network Control• Billing System
Integration
• Number Routing Services• Messaging Services
• Rating and Balance Management
• Real-time Promotions• Service Templates• Recharge and Voucher
Management
Responding to trends
Acquisitions
ATG to Streamline customer interaction & gain intimacy
#1 in CRM (Siebel) combined with #1 in Commerce (ATG)
• Deliver integrated cross-channel CRM and Commerce solution for marketing, sales, service and loyalty
• Provide cross-channel product content management, customer master management, online merchandising, pricing and promotion management
• Support integrated cross-channel order capture, order orchestration, order management, fulfillment, and intelligent supply chain management
Responding to trends
Acquisitions
• Leverages customer and product information from all channels and systems
• Manages interactions across all channels
• Unifies marketing & loyalty, selling, and service across all channels
• Provides personalized, choreographed consumer journeys across all channels
• Integrated to supply chain management, and order orchestration and fulfillment
ATG: Companies Want a Single-Provider Solution That…
Responding to trends
Acquisitions
30
8 of the top 12 Global Telecommunications companies are
our customersBrandFinance® Top 500 Telecom Brands 2010
Oracle ATG Solutions Power the World’s Best Brands
Responding to trends
Acquisitions
Case-studies
AIA in Vodafone Qatar
• Vodafone’s first Greenfield OpCo for ten years• 23% owned by Vodafone Group, remainder by
Qatari Foundation and public through recent IPO• Operational control rests with Vodafone - preferred
model for new OpCos going forward• Awarded license for mobile services in mid-2008• Legal condition that Vodafone launches services by
March 2009 (6 months)
KPN leverages Siebel CRM & Oracle BRM
COMPANY• Leading provider of ICT, Telephony, mobile
& IP based services in BeNeLux, Germany• 43.351 employees• US$ 19.8 billion revenue
CHALLENGES• Accelerate time-to-market for Services &
Products• Leverage common services across multiple
channels• Simplify IT landscape and reduce IT costs
SOLUTION• Siebel CRM 8.0• Custom Front End for Self Service• AIA PIP: Order to Bill
“We have saved significant time and money by using pre-built integrations, as opposed to having to develop them from scratch.”
RESULTS
•Automated Order to Billing Activation process
•Eliminated the risk and cost of building it themselves
•Accelerated implementation of new consumer offering
34
AT&T – Powering the Customer Lifecycle
CHALLENGE SOLUTION RESULTS
• Powering mobility, wireline and cable sites
• Providing an effective self-service solution
• Reduced customer churn by increasing customer satisfaction
• Customer support costs under control
35
AT&T – Profitable eService
CHALLENGE SOLUTION RESULTS
• Oracle ATG Web Knowledge Manager for customer service with natural language support and keyword search support
• Role based knowledge presentation: agent view & customer view
• Information delivered across web, device, RSS etc.
• Multiple ways of accessing information: navigation, search, question drop-downs
36
AT&T – Profitable eService
CHALLENGE SOLUTION RESULTS
• 8 million self-service transactions per year, 40% of issues resolved online
• Improved customer Satisfaction 25%
• Customer Respect ranking improved from #13 to #2
• Reduced calls to data care center in 57%
• Decreased Call Handling Time 31%
• Increased revenue per customer $25
37
AT&T
Streamlined shopping process for the right bundle… device, plan and features
Single commerce platform for multiple B2C and B2B sites including Personal, Small Business and Enterprise sites
Merchant zones for targeted offers and promotions
Summary
Summary
Next-Generation Networks:How can I transform my information architecture to support thenext-generation network and services?
Convergent Services:How can I enable the business and the network for next-gen services, to drive profitable new revenue growth?
Customer-Centric Business:How can I improve customer satisfaction, reduce churn and maximize ARPU?
Operational Excellence:How can I do more with less and empower my people to support the business at minimal cost?
Business/Market Information Technology
Oracle as the Enabler for where you want to go
Questions