Amdocs M2M Solution

Amdocs M2M SolutionSolution Overview

Amdocs m2m solution | 2

Contents

Introduction .............................................................................................. 3

Business Entities and Relations ................................................................ 6

Solution Scope ......................................................................................... 8

Putting it all together .............................................................................. 20


Introduction

Executive Summary

Almost every major service provider has dedicated M2M business focusing on quickly monetizing M2M opportunities, and it is clear that these units require a unique solution. Since the majority of new M2M devices and connected consumer electronics will be provided via a B2B model, the immediate need is for service providers to provide an enablement platform for M2M partners and resellers rather than to sell, bill for, and support each new service via traditional retail channels.

While many M2M devices may deliver lower revenue per device than traditional retail devices, they have a much higher profit margin since they do not require traditional retail support, such as customer service, complex ordering, and consumer billing. Thus the need for a cost-efficient, partner-driven solution is critical to support M2M business and maintain profitability.

The Amdocs M2M solution delivers a stand-alone, cost-efficient solution focused on partner and enterprise M2M.

Document Scope

The purpose of this document is to present the plan of intent for the functional capabilities of the Amdocs M2M solution.


Terms and Definitions

Term Definition

Business Customer

A business entity that consumes M2M services. These services may include M2M connectivity, devices, and supporting business services.

ERP Enterprise Resource Planning – the business system that manages the physical inventory of SIM cards and/or wireless modules

M2M Machine-to-Machine – technology that supports wired or wireless communication between machines. An example of M2M technology might be a set of devices that monitor traffic in a city and communicate the information to the city's traffic lights in order to regulate the flow of traffic. M2M is used in telemetry, data collection, remote control, robotics, remote monitoring, status tracking, road traffic control, offsite diagnostics and maintenance, security systems, logistic services, fleet management, and telemedicine.

M2M Application Service Provider

An entity that sells end-to-end M2M services to a customer. The service typically consists of a device with embedded connectivity, an application that runs on the device, and back-end support services, such as customer support, billing, and trouble ticketing.

M2M Reseller A business entity that resells M2M connectivity. An M2M reseller may provide M2M connectivity to a variety of entities, including other M2M resellers, M2M application service providers, or business/enterprise customers.

M2M Wholesale Business Unit

The organization within an MNO that owns the M2M business and sells M2M connectivity services.

MNO Mobile Network Operator – characterized by having its own mobile license, infrastructure, and direct customer relationship to the end user. The MNO can handle network routing and will usually have roaming deals with foreign MNOs. The MNO can typically handle customer service, invoicing and collect consumption data, and handle handset management themselves. Additionally, the MNO will usually handle marketing and sales to end users themselves.

MSISDN Mobile Subscriber ISDN Number - the telephone number used by a mobile phone to make and receive calls. The primary MSISDN is the number used for making and receiving Voice calls and SMS.

MVNO Mobile Virtual Network Operator – a company that provides mobile phone services but does not have its own licensed frequency allocation of radio spectrum, nor does it necessarily have the entire infrastructure required to provide mobile telephone services.

M2M Tariff Plan that defines how M2M connectivity and/or services are charged for. M2M tariffs can be based on a variety of parameters, including volume, time, service level, etc.

Telematics The technology of sending, receiving, and storing information via telecommunication devices in conjunction with effecting control on remote objects. Narrowly, the term has evolved to refer to the use of such systems in road vehicles, in which case the term ‘vehicle telematics’ may be used. Telematics includes, but is not limited to, Global Positioning System technology integrated with computers and mobile communications technology in automotive navigation systems.

SIM Subscriber Identity Module - is an integrated circuit which securely stores the service-subscriber key (IMSI) used to identify a subscriber on mobile telephony devices such as mobile phones and computers

ICCID Integrated Circuit Card ID – a unique serial number that identifies each SIM card

IMSI International Mobile Subscriber Identity - a unique identification associated with all GSM and UMTS network mobile phone users. The IMSI is stored on the SIM card.


Business entities and relations

As discussed in section Executive Summary, it is clear that service providers will not sell, support, and bill every new M2M/connected consumer device via traditional retail channels. In many cases, M2M devices and services will be provided in conjunction with partners and sold via business partners, such as M2M resellers or Application Service Providers (ASPs). Service providers will therefore need to focus on enabling a variety of M2M business partners as well as providing optimized M2M connectivity and self-care services for partner M2M devices.

Business Entities and Business Models supported by the Amdocs M2M Solution

When working in a B2B model, there are a variety of M2M business partners in the value chain. The main business entities supported by the Amdocs M2M solution include:

• Mobile Network Operator (MNO) – the entity that owns the core network resources and provides the infrastructure for M2M connectivity. It is the only entity who is responsible for device certification.

• M2M Business Unit – the organization within the MNO that owns the M2M business relationship and sells M2M services and connectivity.

• M2M Reseller – the entity that resells M2M services.

• Application Service Provider – the entity that sells an end-to-end service to a customer. The service typically consists of a device with embedded connectivity, an application that runs on the device, and back-end support services, such as customer support, billing, and trouble ticketing.

• Business Customer – the entity that purchases and uses the M2M service.


Business Models

M2M services can be sold and supported via a number of different business models, depending on the complexity and size of the M2M market. When a business customer is large enough, the MNO may choose to provide M2M services

directly via its M2M business unit. In other cases, the MNO may choose to work with M2M resellers or Application Service Providers. Some of the main models are outlined below:

Figure 1: m2m Business models

Mobile Network Operator

M2M Wholesale Organization

Application Service Provider

M2M reseller/MVNO

Business CustomerM2M Wholesale Organization provides

M2M services directly to enterprise customer and owns billing relationship

M2M Wholesale Organization provides bulk connectivity to M2M ASP. ASP

provides service to business customer

M2M Wholesale Organization provides bulk connectivity to M2M reseller. Reseller sells to either ASP

or Business customer

123

3

2


MNO Wholesale Unit to Business Customer (1)

In a B2B model, the M2M business unit provides M2M services directly to a business or enterprise customer. The MNO enables enterprise customers to scale up non-stock or specialty devices without the need to call customer service or activate these devices one at a time. An enterprise customer can use a dedicated self-service portal to provision, monitor, and decommission their own devices.

MNO Wholesale Unit to M2M Reseller (2)

In many cases, MNOs use the services of dedicated M2M resellers or MVNOs that have expertise in dealing specifically with M2M customers. In this model, the MNO provides the M2M reseller or partner with wholesale connectivity (either SIM cards or wireless modules), and the M2M reseller then provides M2M connectivity services to its customers.

Use Case Example

Rogers Wireless provides wholesale connectivity to Kore Telematics (M2M reseller).

M2M Reseller to Business Customer (2.1)

M2M resellers may work with a variety of business customers. Here, they will need to manage the financial relationship with the business customers in terms of ‘retail’ M2M connectivity and services provided.

Use Case Example

Feeney Wireless provides applications and services to first-responders, such as emergency and security companies.

Application Service Provider to Business Customer (2.3)

This model refers to a value chain where the M2M reseller provides M2M connectivity to other M2M partners who may be either M2M resellers or Application Service Providers.

Use Case Example

Wireless Matrix (ASP) provides a full fleet management solution to Time Warner (Business customer) for their service vehicles. Wireless Matrix purchases connectivity from Kore Telematics (M2M reseller), which, in turn, purchases wholesale connectivity from Rogers Wireless.

MNO Wholesale Unit to Application Service Provider (3)

In this model, the MNO M2M business unit provides M2M connectivity and services directly to an application service provider (ASP). The ASP, in turn, provides a full service to its customers, which may include a connected consumer device, content, customer support, and billing.

Use Case Example

Sprint and AT&T provide M2M connectivity to Amazon. Amazon uses the connectivity in their Kindle devices, which are marketed to consumers, along with content.


Solution Scope

Solution Overview

The Amdocs M2M solution is comprised of three layers:

• Operational Support layer

• Wholesale layer

• Network Interface layer

Figure 2: Amdocs m2m solution

BEARERS 2G - SMS, USSD2.5G - GPRS2.75G - EDGE3G - UMTS4G - LTE

SMPPMediation

GGSN

SMSC

Gx

Gi

SMPPMSC

Radio Access

Camel 3

MAP

SSGN

HLR USSDInternet

PCRFGTP

MAP

A/R

ERP

FOTA

AMDOCS M2M SOLUTION

APIs

EXTERNAL ENTERPRISE PORTALS

Operational Support Layer

Wholesale Layer

Network Interface Layer

ProvisioningConnectivity Authentication and Authorization SIM Level Monitoring

SP’s Operations Portal

M2M Partners Portal

RatingInvoicing

Partner Management Settlement Tariff Catalog

System Reports Workflow Engine and Process Manager Resource Manager

SIM Order Management Trouble TicketingCustomer Information

Management


Order Execution


The Operational Support layer is responsible for the day-to-day operations carried out by M2M business customers and partners. It provides a rich user interface and related processes to enable M2M partners to handle core M2M business processes, such as:

• Self-ordering and management of SIM cards

• Self-provisioning

• Creation and tracking of trouble tickets

• Maintenance of end-customer related information

• SIM life cycle management

• Online viewing and analysis of M2M usage data

• Processes that are orchestrated by an integrated Workflow Engine and Process Manager

Wholesale Layer

The Wholesale layer manages the relationships between the MNO and its M2M partners. The Wholesale layer manages bilateral agreements with the M2M partners, as well as multiple agreements for each partner, and multiple products for each agreement. It manages information related to different facets of the agreements, including products, rating schemes, discounts, currencies, payments, and billing terms. Functional highlights include:

• Definition and maintenance of M2M partners

• Creation and management of bilateral agreements with the M2M partners

• Definition of M2M tariffs and associated charges

• Accumulation of M2M usage per pool as well as SIM level accumulations for threshold alerts

• Invoicing and settlement with M2M partners


The Network Interface layer manages the real-time aspects of the M2M solution. There are three real-time functions that are handled by the network layer.

• SIM/Device Authentication and Authorization - One of the M2M business challenges is to avoid malicious usage of the network by an M2M device. Many M2M services are based on devices that are geographically distributed in distant areas with minimal security (e.g. electricity metering, vending machines, etc.). In order to minimize improper usage of a device or its SIM card, there is a need for real-time device authentication, service authorization and ongoing usage monitoring. The Network Interface layer communicates with the core network using standard protocols such as Diameter Gy and CAMEL 3 for 3G networks and Diameter Sy for LTE networks.

• Connectivity Management – M2M Solutions need to support multiple heterogonous vertical services. Some of the M2M services require high-end “service levels” with some capabilities for SIM self-diagnosis and troubleshooting. In order to expose the real status of a device from the core network perspective (HLR, HSS, PCRF, SGSN, etc.) there is a need to query the different network elements. The connectivity management function must enable such querrying of the network.

• SIM-Level Usage Monitoring – The Network Interface layer accumulates real-time usage information and compares it to predefined thresholds. The purpose of this function is to continuously monitor the SIM behavior pattern and to compare it to the expected thresholds to avoid improper use of a SIM. In case the threshold is exceeded, the Network Interface layer notifies the relevant entity in the relevant business customer. Using standard protocols such as Diameter Gy and CAMEL 3 for 3G networks and Diameter Sy for LTE networks, the Network Interface layer will extract the relevant information from the relevant protocol and compare it with the predefined thresholds.

• The Provisioning module is in charge of executing provisioning commands on an MNO’s network such as barring and unbarring SIMs on the HLR. The Provisioning module supports the standard XML/HTTP and Telnet protocols as well as asynchronous and synchronous modes of operation.


Component Detailed Description


Enterprise Operations Portal

The Enterprise Operations Portal is a Web-based portal that provides a variety of M2M partners (M2M resellers, ASPs, and business customers) with self-care functionality across the main M2M business processes. Access to the portal is based on security profiles that determine the level of data and functionality available to users.

The M2M Operations Portal provides an intuitive dashboard for M2M partners and exposes key business data and processes, including:

• Number of active SIMS

• Self-ordering of additional SIMS from manufacturers

• Current usage and billing information on the pool level

• Network status query on individual device or group of devices

• Bulk provisioning requests (activate, suspend, kill, and so on)

The portal can be white-labeled for partners that resell services. Where business customers or partners have their own Operations portal, the above functionality can be fully exposed via APIs.

Figure 3: operAtionAl support lAyer components

Workflow Engine and Process Manager


Order Management

The Order Management component manages the process of business partners placing orders for M2M wireless modules or devices. It keeps track of all activities and data related to an order until the order is completed (dates, addresses, users, and so on).

Order statuses are used to track the life cycle of each order and, when finalized, an Order Detail Record (ODR) is generated for each order.

Customers can track the status of their existing orders via the portal as well as view the history of previous orders. The Order Management component includes validation and follow-up processes to ensure that orders are executed successfully. To ensure that orders do not remain inactive for long periods of time, scheduled and automatic “wake-ups” can be configured.

Customer Information Management

Business customers may want to maintain some end user data related to SIMs. The Customer Information Management component maintains a thin layer of customer/end-user data and provides access to authorized users via the web portal or APIs.

Resource Management

The M2M Resource Manager keeps track of SIM statuses until the SIMs are activated on the network, in other words, the static SIM statuses. Typical statuses include:

• Free

• Assigned

• Delivered

The M2M Resource Manager can handle process orders for a single SIM or a range of SIMs, based on either IMSIs or ICCIDs. SIMs may also be loaded into the system via an FTP interface.

The M2M Resource Manager supports the multi-tenant model in which each M2M Partner agent can access and modify resource items assigned to the specific partner. A reseller can view resource items assigned to any M2M partner linked to it.


Workflow Engine

The Workflow Engine orchestrates all the M2M business processes. The interfaces with the various components of the M2M solution are SOA-enabled, and HTTP-based. They also support the FTP interface for internal and external batch processes. The figure below shows typical connections between the Workflow Engine and typical business units of a service provider.

In general, the Workflow Engine is responsible for:

• UI-driven process definitions

• Conditional activation of process screens and modules

• Tracking of various process instances

Typically, the main processes implemented by the Workflow Engine are:

• Bulk order of SIMs

• Mass activation of SIMs

• Handling of trouble tickets

The Workflow Engine components have an FTP interface to enable batch operations. Batch enabled processes are:

• Bulk SIM activations

• Bulk updates of customer-defined fields

• Bulk changes of SIM profiles

Figure 4: connections Between workFlow engine And Business units

Order Management

Resource Manager

Trouble Ticketing

Wholesale Billing

Provisioning

Enterprise Operation Portal

Workflow Engine

FTP for BatchProcesses

SOA EnabledOver HTTP


Trouble Ticketing

The Trouble Ticketing component enables business customers to create trouble tickets relating to M2M operational activities. Trouble tickets can be created by any M2M partner. The Trouble Ticketing component routes the ticket to the relevant support analyst.

M2M partners can perform the following activities:

• Create new trouble tickets

• Edit existing trouble tickets

• Close trouble tickets

• View active tickets of a specific M2M partner

• View the history of closed tickets of a specific M2M partner

Support analysts can perform the following trouble ticket related activities:

• Create new trouble tickets

• Edit existing trouble tickets

• Close trouble tickets

• View all active trouble tickets

• View active trouble tickets of a specific customer

• View only warranty trouble tickets

• View only fraud trouble tickets

• View archived trouble tickets

• View ticket handling statistics

System Reports

The M2M solution includes reports and queries to facilitate online viewing and analysis of M2M-related data stored in the various repositories. The data include accumulated events, charges, statistical information, and error/suspend events, as well as re-rated usage; all derived from the event detail records handled by the M2M solution. The user determines the analysis performed by entering a query through the Enterprise Operations Portal or the Partner Portal.

The various analysis options are user-defined. Examples are:

• Revenue and profit analysis by partner, route, origin, destination, and customer

• Cost analysis by product type

• Influence of network load or usage by partner, route, origin, destination, time of day or week of revenue, expenses, and profit

• Sensitivity analysis for rate change, network development, addition of partners, etc.

• Monthly billing reports that summarize subscription charges, data charges, voice charges, SMS charges, activation charges, and other charges

• Assignment to customers and date of assignment

• M2M SIM level diagnostic reports



Wholesale Layer

Partner Management

The Partner Management component allows a MNO to collect and manage a variety of information about its partners in the Partner repository. This information includes general partner information, such as the partner’s organization hierarchy, the partner’s invoices, and settlement groups (GL codes).

The Partner Management component is composed of the following main functions:

• Partner definition

• Partner Hierarchy definition

• Agreement definition

• SIM service profile definition

Figure 5: wholesAle lAyer components


Partner Definition

Partner definition encompasses the processes of creating a new M2M partner in the database. This can be done manually by the system administrator although self-registration for new partners is also supported.

Reusable partner templates can also be used to easily manage loading a large number of partners.

The types of information maintained at the partner level include:

• Invoice groups and settlements

• Minimum purchase commitments (MPCs)

Partner Hierarchy Definition

The M2M solution supports creating multi-leveled hierarchies. Rating plans and policies, as well as invoicing, can be applied to any unit of the hierarchy, MNOs are able to issue invoice to any partner with whom they hold an agreement.

Agreements can be defined on the hierarchical level, and include all the necessary business information for the unit, for example, contractual terms, payment information, billing and financial details, settlement models. Various charges (one-time, recurring, usage) can be calculated and applied at any or at all levels of the hierarchy.

Agreement Management

Agreement Management handles the definition and maintenance of contractual information required for M2M business partners.

The types of information defined in the agreement include:

• Billing arrangements, M2M services, settlement schemes, currencies, payment terms, and statement formats

• Support for multiple types of settlement schemes, such as discounts, revenue sharing, and sponsorship plans

Predefined agreement templates are also available to facilitate partner loading. Multiple agreements can be defined per partner, covering one or more M2M products or services.


Service Profile Definition

The M2M solution supports definition of several M2M device profiles that determine:

• SIM statuses

• Type of network access

• Type of M2M services

• Business policies (thresholds, fraud, etc.)

Profiles can be assigned to a specific M2M device type or group of devices. The M2M solution supports several service profiles: Admin, Access, and Billing.

Admin Service Profile

The Admin profile defines the policies attached to the device, including:

• Alert threshold/limit – Usage or time-based

• Connectivity attempt limits

• Fraud check – Based on location or device

Access Service Profile

The Access Service profile is used to determine the type of network and services that the M2M device has access to as well as the valid device statuses when activated on the network:

• SIM status (for example, test, active, suspended, fraud)

• Access method (for example, Fixed IP address, allowed APNs)

• Conditions for changing service profile status (for example, manual, automatic)

• Allowed bearer – Type and bandwidth

Billing Service Profile

The Billing Service profile determines the M2M rate plan that can be associated with the M2M device. It can be defined for an individual device or a group of devices.


Rating

The Rating component handles near real-time processing and rating of incoming M2M event records from mediation devices or files from partners, handling large volumes of data in near-real-time.

The Rating component rates and accumulates M2M records, based on the defined charging parameters (such as, charge, duration, record count). Accumulations can be performed per partner, billing period, event direction, element, rated destination, rating dimensions (such as distance band and time period), and event date.

Accumulated summaries are stored for a user-configurable time period (usually several months). The rating component has full support for event rerating with integrated error management to identify and re-rate incorrect records.

Settlement

The Settlement Management component oversees the partners’ accounting activities, including handling payments, bidirectional disputes, and debit and credit notes.

Settlement Management also interfaces with other financial management systems, such as the general ledger (GL). This automated process streamlines settlement activities into a standardized business process, with improved revenue assurance and expense control.

The Settlement Management component includes the following main functions:

• Financial settlement

• Dispute management

• Credit and Debit Note generation

Invoicing and Reconciliation

The Invoicing and Reconciliation component supports calculation and generation of invoicing statements and reconciliation reports for M2M partners.

The statements can be produced on the account level or for a specific hierarchical unit attached to the account.

The Invoicing and Reconciliation component includes the following main functions:

• Invoice definition and generation

• Billing Hierarchy definition

• Attaching an invoice to a partner

• Automatic or manual billing




Connectivity Authentication and Authorization

The Connectivity Authentication and Authorization component is responsible for authenticating and authorizing SIMs. Authentication and authorization processes include:

• Service authentication and authorization

• Authenticating the location of the SIM

• Validating the status of the SIM

• Authorizing the service(s) that is/are requested

SIM Level Monitoring

This component enables the M2M platform to introduce real-time SIM management and monitoring (in addition to the Wholesale M2M billing capabilities in another component of the M2M solution).

The M2M SIM Level Monitoring component utilizes a service profile that is composed of three sub-profiles:

• Admin service profile

• Access/Bearer service profile

• Billing service profile – Tariff Plan

The first two service profiles (Admin and Access/Bearer) are handled in the SIM Level monitoring component and the third (Billing) is handled in the Wholesale component (not detailed in this section).

Figure 6: network interFAce lAyer components


The Admin service profile consists of:

• Alert threshold/limit profile:

•Usage/Volume

•Timeframe

•Connectivity attempts

The SIM Level Monitoring component handles the dynamic data of the SIM. It holds the network status affected by ongoing activities, such as data sessions.

This component also accumulates the activities per SIM (total data, total duration, total concurrent sessions) per period and enables real-time checks against predefined thresholds (derived from the SIM profile), resulting in triggering a possible fault or fraud scenario.

The inputs to this function are the policies that define the thresholds and the actions to take when the thresholds are reached (defined at the profile level) on the one hand and, on the other hand, the SIM usage data collected in real-time via Gx/Gy and/or offline CDRs.

The outputs of this component are events triggered when crossing a threshold and detailed records for tracking accumulators change history. The events may cause the status of the SIM to change. The accumulators stored in the SIM Level Monitoring component can be queried (exposed) at any time.

• Fraud check – Device

Checks device credentials to authenticate that the SIM matches the device it was placed in.

• Fraud check – Location

SIMs may be assigned to operate at particular locations or at fixed locations. The SIM Level Monitoring component collects the SIM location information and compares it to the location policy assigned to that SIM. If the location policy is violated, an event is triggered and appropriate actions are taken. The location can be derived from the Cell-ID or the geographical location.

The Access/Bearer service profile consists of the following information:

• Status:

• M2M SIM statuses are Test, Active, Suspended and Fraud.

This state machine is managed by the SIM Level Monitoring component, and is different than the state machine handled by the Resource Management component, which stores and manages the M2M SIM ordering life cycle states.

•A change to an “abnormal” status, like Suspended, or Fraud, may be triggered automatically by the SIM Level Monitoring component and/or the Authentication/Authorization component (fraud detected by limits), or manually by an agent.

• Access:

•The requested APN

•The requested URL/IP address


• Bearer:

•Bearer (non, Data, SMS, Voice)

•Bandwidth

The information will be generated in the network for the specified device and presented in the GUI, with the following information:

•Name of device

•Attached to Network (attached, not attached)

•Attached time

•Status of Context (not connected, connected)

•Connected time

•Status of connection (sending, waiting)

•Providing Network ID

•Current SGSN Name

•Current GGSN Name

•Current Cell-ID

•Device serial number

•GGSN and session Data for the past 24 hours

•Current activity

•Usage Limits

•Fraud control – device (on/off, expected device serial number)

•Fraud control – location (on/off, expected Cell ID

Provisioning

The M2M Provisioning component handles business process instructions to change SIM information in network elements (such as HLR), and transfers it to the relevant network entity, using the required network protocol. This component is responsible for ensuring that the instructions are applied in the network entity and if not, for retrying until a successful outcome or being informed about a failure.

Provisioning activity is usually driven by the Workflow Engine.

Putting it all together

Amdocs M2M Solution enables service providers to stay ahead by quickly onboarding M2M partners and supporting them cost-effectively.

The solution makes it simple for service providers to:

• Accelerate growth Recognize revenues quickly, by easily onboarding M2M partners using intuitive configuration tools

• Scale up Handle rapid growth with affordable, highly scalable, proven technology

• Stay in control Gain competitive edge with a flexible, real-time system that can be adjusted to your specific business needs

• Be creative! Attract M2M partners by supporting the right business models for today and for the future

About Amdocs

For 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. to win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. the global company uniquely combines a market-leading Bss, oss and network control product portfolio with value-driven professional services and managed services operations. with revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at www.amdocs.com

Amdocs has offices, development and support centers worldwide, including sites in:

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For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at www.amdocs.com/corporate.asp

copyright © 2012 Amdocs. All rights reserved. reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. the trademarks and service marks of Amdocs, including the Amdocs mark and logo, intentional customer experience, ces, clarify, ensemble, enabler, return on relationship, intelecable, collabrent, XAcct, dst innovis, stibo graphic software, Qpass, cramer, sigValue, Jacobsrimell, changingworlds, jnetX, openmarket inc., mX telecom inc., mX telecom ltd, streamezzo, and Bridgewater systems are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. created 02/2012

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