oracle strategic investments inc oms
TRANSCRIPT
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State of the Communications Industry and Oracles Market Positioning
Thrasos ThrasyvoulouBusiness Development Manager
Communications & Media, EE&CIS
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Market trends in telecoms
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Market share and the financial situation
Market Share Inelasticity Tight Wallet Effect
Market ShareDisposable Income GDP
2008 2009 2010
-7.9
2.214
Growth rate of disposable income and GDP inRussia (%)
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Internet & social networks drive demand for mobileand fixed data pipe scenario
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The lost fight for the Consumer Ownership &Experience?
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The rise of the Machines (and new businessmodels)
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Operators Response: Voice, Data and the abstractdelivery channel
Where we are heading One cable at home multiple services
High speed mobile networks
Service Enabler vs Data Pipe
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Operators Response: Mergers & Acquisitionscontinue in search of growth and synergies
154 M&A deals
91 service provider (SP), 53 vendor, other
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Operators Response: Information Technology
Cost Efficiency
Rationalize # of suppliers
Rationalize, migrate and upgradeback-office systems
Improve lead to cash
Process Efficiency
Use industry standards & bestpractice (eTOM, SID)
Evaluate Managed Services &Outsourcing
Reduce complaint & faultresolution times
Source: Ovum (Adapted)
Customer Experience
Ramp up online self-service
Improve experience acrosscustomer touch-points
Improve customer loyalty offerings
Innovation
Introduce Agile BusinessProcesses, reduce time to market
Service Enabled Business
Invest in new product innovation,convergence
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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-handling9. 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
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Operators 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
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Oracles response to
Market trends
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Operators Response
Cost Efficiency
Rationalize # of suppliers
Rationalize, migrate and upgradeback-office systems
Improve lead to cash
Process Efficiency
Use industry standards & bestpractice (eTOM, SID)
Evaluate Managed Services &Outsourcing
Reduce complaint & faultresolution times
Source: Ovum (Adapted)
Customer Experience
Ramp up online self-service
Improve experience acrosscustomer touch-points
Improve customer loyalty offerings
Innovation
Introduce Agile BusinessProcesses, reduce time to market
Service Enabled Business
Invest in new product innovation,convergence
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Oracles Response
Cost Efficiency
Improve Cost Control andCompliance
Process Efficiency
Transform Information Architecture
Customer Experience
Drive Customer-Centric Business
Innovation
Enable Next Generation Services
How:
Predictable Cost
Facilitate business transformation with predictable totalcost of ownership
Complete
Suites with productized integrations and industry-specificbusiness processesOpen
Best-in-class applications built on common, open,standards-based technology platforms
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Oracle strengths & opportunities
ComprehensiveVertical Solutions' Portfolio Provides One-StopShop for CSPs
Comprehensive Horizontal and Vertical Technology FrameworkSupports 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 TechnologyProvides Customer Choice
Oracle SWOTSource: Gartner September 2010: http://www.gartner.com/technology/media-products/reprints/oracle/article170/article170.html
R di g t t d
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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 andInternet protocol suite
Service Activation Standards: WebServices and TMF 814, which are bothassociated with the TeleManagementForum, and RFC 2547L3 MPLS VPN,
which is related to Internet EngineeringTask Force (IETF).
Service Delivery Standards: OpenMobile Alliance (OMA), Parlay
Responding to trends
Alignment with Industry Standards
Responding to trends
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Streamline operations viapackaged 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)
TotalITf
unctionality
C.O.T
.S.
80/20 80/20
AIA
Responding to trends
Support Complex Transformationswith COTS
R di t t d
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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-ChannelDeployment Refined Segmentation
High-value Segmentidentification & retention
Loyalty ProgramManagement
Optimal Scheduling &Dispatch
Streamlined Field Delivery
Consistent View
Insight-driven sales execution
Self-learningrecommendations
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, centralizedcustomer view & insights
Responding to trends
Support Complex Transformationswith COTS Applications
Responding to trends
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Strengthen Current Offering withstrongest 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
Responding to trends
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BSS/OSS
Horizontal/Vertical architectures
Service Enabled Business
Connect BSS/OSS, & the NW
Requires COTS applications anda solid integration foundation
BSS Transformation via MDM
Single source of truth (360o-view)
High quality data, enables factsbased business decisions
Distributes master datainformation to applications
MDM: Product| Subscriber
CRM
Billing
Fulfillment
Assurance
Network
Mobile
Fixed
SetTopBox
NW Service Enablement
Service Enabled Business
Responding to trends
Enable Innovationwith COTS Technology
Responding to trends
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Your Customers
Single, Complete View of theCustomer
Creates and maintains unique,complete, clean and accuratemaster data information across theenterprise
Manages the Overall Data Lifecycleand fully automates the
Organization Data Governanceprocess
Deploys a 360-degree view of allmaster objects and relatedinformation
Distributes master data informationto all operational and analyticalapplications just in time
Responding to trends
New Solutions
Responding to trends
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Intelligent DWH forCommunications
Enterprise wide data model forcommunications industry
Over 1,200 tables and 16,000 attributes
Over 1,000 industry measures and KPIs
TMF SID 8.1 conformant
Prebuilt mining models, OLAPcubes and sample reports
Automatic data movementacross the warehouse
Easily extensible andcustomizable
Usable within anycommunications application
Oracle CommunicationsData 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
Responding to trends
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Oracle Financial ConsolidationHub
FinancialConsolidation
Hub
Operating
Balances
Built on Enterprise
Performance 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
Responding to trends
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Manage Network AssetsEfficiently
Trouble Ticket / Repair History Failure & Reliability Analysis Maintenance Schedule Asset Configuration Location
MaintenanceData
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 andcompliance policies
Network View
Capital budget Book value Cost history Leases Ownership Tag number
FinanceData
Financial View
Global
AssetRepository
Responding to trends
New Solutions
Responding to trends
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Cloud Computing
Cloud computing is hot for Telcos to reduce costs via privateclouds or outsourcing, and build new business models ascloud 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
Storage
Infrastructure
Management
Self
Service
Messaging ConferencingCall Control
PaaS
Location
Responding to trends
New Solutions
Responding to trends
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Oracle CommunicationsNetwork Charging & Control
Service Creation Service Logic Execution
Voice, Messaging andData Network Control
Billing SystemIntegration
Number Routing Services Messaging Services
Rating and BalanceManagement
Real-time Promotions Service Templates Recharge and Voucher
Management
Responding to trends
Acquisitions
Responding to trends
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ATG to Streamline customerinteraction & gain intimacy
#1 in CRM (Siebel) combined with #1 in Commerce (ATG)
Deliver integrated cross-channel CRMand Commerce solution for marketing,sales, service and loyalty
Provide cross-channel product contentmanagement, customer mastermanagement, online merchandising,pricing and promotion management
Support integrated cross-channel ordercapture, order orchestration, order
management, fulfillment, and intelligentsupply chain management
Responding to trends
Acquisitions
Responding to trends
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Leverages customer and productinformation from all channels andsystems
Manages interactions across allchannels
Unifies marketing & loyalty, selling,and service across all channels
Provides personalized, choreographedconsumer journeys across all channels
Integrated to supply chainmanagement, and order orchestrationand fulfillment
ATG: Companies Want a Single-Provider Solution That
Responding to trends
Acquisitions
Responding to trends
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8 of the top 12Global Telecommunications companies are
our customersBrandFinance Top 500 Telecom Brands 2010
Oracle ATG Solutions Powerthe Worlds
Best Brands
Responding to trends
Acquisitions
http://www.orange.com/ -
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Case-studies
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AIA in Vodafone Qatar
Vodafones first Greenfield OpCo for ten years
23% owned by Vodafone Group, remainder byQatari Foundation and public through recent IPO
Operational control rests with Vodafone - preferredmodel for new OpCos going forward
Awarded license for mobile services in mid-2008
Legal condition that Vodafone launches services byMarch 2009 (6 months)
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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 multiplechannels
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 timeand money by using pre-builtintegrations, as opposed tohaving to develop them fromscratch.
RESULTS
Automated Order to BillingActivation process
Eliminated the risk and cost of
building it themselves
Accelerated implementation ofnew consumer offering
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AT&T Powering the Customer Lifecycle
CHALLENGE SOLUTION RESULTS
Powering mobility, wireline andcable sites
Providing an effective self-
service solution Reduced customer churn by
increasing customer satisfaction
Customer support costs undercontrol
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AT&T Profitable eService
CHALLENGE SOLUTION RESULTS
Oracle ATG Web Knowledge
Manager for customer service withnatural language support andkeyword search support
Role based knowledgepresentation: agent view &
customer view Information delivered across web,
device, RSS etc.
Multiple ways of accessinginformation: navigation, search,
question drop-downs
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AT&T Profitable eService
CHALLENGE SOLUTION RESULTS
8 million self-service transactions peryear, 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
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AT&T
Streamlined shopping process
for the right bundle device,plan and features
Single commerceplatform for multipleB2C and B2B sitesincluding Personal, SmallBusiness and Enterprisesites
Merchant zones fortargeted offers andpromotions
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Summary
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Summary
Next-Generation Networks:How can I transform my informationarchitecture to support thenext-generation network and services?
Convergent Services:How can I enable the business and thenetwork for next-gen services, to driveprofitable 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 empowermy people to support the business atminimal cost?
Business/Market Information Technology
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Oracle as the Enabler for where you want to go
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Questions