Telecom capabilities in Oracle Universe 1. 2 Oracle Practice Snapshot Horizontal Applications...
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Transcript of Telecom capabilities in Oracle Universe 1. 2 Oracle Practice Snapshot Horizontal Applications...
Telecom capabilities in Oracle Universe
1
2
Oracle Practice Snapshot
HorizontalApplications
1. Oracle E-Business Suite 11i, R12,12.1
2. PeopleSoft 8.3, 9.0,9.1
3. Siebel 7.x, 8.0
4. JD Edwards – XE & E1
Industry Applications
1. Oracle Life Sciences
2. Oracle Utilities
New Dimension Applications
1. OTM
2. Demantra
Analytics1. OBIEE
2. Hyperion
Global Rollout
Implementations, Configuration & Development
Design & Product Blue Print
Application Management/ Operations Consolidation
Upgrade and Migration
Assessment Services
Oracle Technologies
1. SOA & BPM
2. Portal and Content Mgmt.
3. IDM
4. Database11g
Co Development
Deployment & Maintenance
A 2500+ strong Oracle Practice with 200+ customers spread across North America, Europe, the Middle East, APAC and the ANZ regions.
Investment in Oracle Solution labs to accelerate product development & solution capabilities
Oracle Partnership
Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components
Strategic Enablers
3
Our Vertical Representation
Hitech and Mfg Life Sciences Retail and CPG
Ver
tica
lC
ust
om
ers
Pro
du
cts
& S
olu
tio
ns
Siebel AECM – FDA Integration for Medical Devices reporting, Siebel for
BA/BE studies, InHouse©
Oracle Life Sciences, EBS. PeopleSoft, JDE, Demantra, Siebel, Hyperion,
OBIEE, Fusion and DBA
Fabless Mfg., VSOE, Shipment Solution, Contract Management
Solution & InHouse©
Oracle EBS. PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
Track & Trace, Merchandizing and Point of Sale Solution
Retek, EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE, Fusion and DBA
4
Our Vertical RepresentationV
erti
cal
Cu
sto
mer
sP
rod
uct
s &
So
luti
on
s
BFSI
End-to-End integrated Insurance solution
EBS, PeopleSoft, JDE, Siebel, Hyperion, OBIEE,
Fusion and DBA
Travel and Logistics
OTM, Oracle E-Bus, PeopleSoft, Siebel, Hyperion,
OBIEE, Fusion and DBA
Media and Communications
Siebel, Oracle EBS, PeopleSoft, Hyperion,
OBIEE, Fusion and DBA
Govt
Case Management Solution and PIIMS Solution on Siebel
Siebel, EBS, PeopleSoft, Hyperion, OBIEE,Fusion and DBA
Oracle Relationship – Step Change Partnership
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Oracle Universe – Analyst Talk
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HCL has been growing rapidly at more than 50% year-over-year, particularly in industries like communications, financial services, high-tech, manufacturing, and transportation and logistics… received very strong marks on value for the money from its client references.
HCLA Strong Performer
“HCL collaborated with Oracle to architect and implement one of the first E-Business Suite R12 solutions in the solar industry. As an Oracle Certified
Advantage Partner, HCL provides customers like Solfocus with a competitive edge in leveraging industry expertise along with the in-depth knowledge of Oracle
Application features and functionalities,”
- Doug Kennedy, Oracle SVP of WW Alliances and Channels
Telecom in HCL
7
Leading offshore IT service provider in Telecom
10000+ technology & domain consultants
Micro verticalization strategy for deeper domain understanding and leadership
Dominant player in the Telecom technology Vendor micro-vertical
Investments in future growth areas – VoIP / IMS, UC
Transformational deal with a leading Tier 1 CSP in Europe
12+ year of engagement with a leading Networking OEM
HighlightsHighlights Revenues - $ 272 M
(12.5% of HCL TechRevenues)
Practice EvolutionPractice Evolution
Legacy NetworksLegacy Networks Hybrid NetworksHybrid Networks AII IPAII IP
1980s1980s 1990s1990s 2000s2000s CurrentCurrent• Stallion-Digital PBX
• Tusker – PC based Telex
• Protocol Stacks (ISDN/QSIG/MGCP)
• HP Ovintegration• L2 Switches, RAS• Media Gateway• 2G GSM• IPv4• Messaging – SMS• OS for network Equipment
• NMS
• SIP based Solutions• Web based Solutions• QoS policy tool• Billing Solution• Home Gateways• IPv6• 3G Test Suite• Stack Up• VAS• WiFi
• IMS• Diameter Stack• Unified billing solution
• WiMAX• NG NMS
Product Services Solution
HCL’s Telecom PracticeHCL’s Telecom Practice
Migration and TestingMigration and Testing
Consulting and System IntegrationConsulting and System Integration
ADM, Infrastructure ServicesADM, Infrastructure Services
Wire
less
S
olu
tions
VO
IP S
olu
tions
Mob
ility
S
olu
tions
OS
S/B
SS
Nex
t G
ener
atio
n N
etw
orks
Telecom Service ProvidersTelecom Service Providers
Telecom Service Offerings
8
Oracle Universe – Telecom Clients
9
Implementation of Siebel Analytics 7.8.4Implementation of Siebel Analytics 7.8.4
One of the largest clients of HCL; Complete Application Support and Maintenance of Siebel, Peoplesoft and Oracle Incentive Compensation.
One of the largest clients of HCL; Complete Application Support and Maintenance of Siebel, Peoplesoft and Oracle Incentive Compensation.
Implementation of Oracle EBS R12 and Siebel 8.0; Data migration from SAP to Oracle and Goldmine to Siebel; Data integration using Oracle AIA
Implementation of Oracle EBS R12 and Siebel 8.0; Data migration from SAP to Oracle and Goldmine to Siebel; Data integration using Oracle AIA
Implementation of Peoplesoft CRM 8.9;Integration of the CRM solution with Order Management and 3rd party applications.
Implementation of Peoplesoft CRM 8.9;Integration of the CRM solution with Order Management and 3rd party applications.
Support of Oracle EBS; Database upgrade from 9i to 10g; Implementation of Oracle Warehouse Builder; Platform migration from AIX to Linux
Support of Oracle EBS; Database upgrade from 9i to 10g; Implementation of Oracle Warehouse Builder; Platform migration from AIX to Linux
Implementation of Siebel 7.5 product Configurator; Data mapping between legacy applications and Siebel
Implementation of Siebel 7.5 product Configurator; Data mapping between legacy applications and Siebel
Upgrade from Peoplesoft 8.3 to 8.9 and also of People tools from 8.43 to 8.46
Upgrade from Peoplesoft 8.3 to 8.9 and also of People tools from 8.43 to 8.46
AN ORACLE CASE STUDY
Industry: Telecom
Service Areas: Application Implémentation, Oracle DWHS Support, Upgrade, Maintenance, Help Desk; Database upgrade; Apps DBA Support; Testing
Topology: Oracle Apps 11i; Oracle Database 9i, 10g; Oracle Warehouse Builder(10g); RICE (Reports, Interfaces, Customizations, Extensions); Financial, CRM, OM & Distribution modules
The largest provider of conferencing services in Europe
CLIENT
Established as a stand-alone business unit in 1995 to focus on the growing opportunity in audio, video and data conferencing services; Today, a global company employing approx 2000 people with 1.4 million customers; Following the adoption of a global strategy in 1998, established businesses in France, Germany, the Netherlands, Italy, Japan, Hong Kong, Australia, USA and the UK; Headquartered in London, has two operational units based in the UK managing the global business in Europe, Asia and Australia.
CHALLENGES / OBJECTIVES
The challenge of integrating a large portfolio of services from various HCL business centers including application management, data warehousing, business intelligence, help-desk services, testing, etc.
Transition from third party individual contractors to the HCL team
Mitigate cross-cultural conflicts by undertaking intensive training on work ethics and client interfacing skills
To display on-the-spot problem solving and client handling skills as there have been a plethora of issues arising directly from the end-users
To reduce the cost of IT infrastructure
THE SOLUTION
Despite the challenges, our relationship with the client has been strengthened through the years achieving 100% SLA compliance. Array of services includes:
Onsite Functional and Technical support of Oracle Applications, Financials, and CRM modules
Oracle Express and OFA support; Testing Services Data warehouse – Design, Build and support Oracle Applications Database administration
We offered the following services for the OEBS 11i Performance Tuning / Migration:
Cross Platform Migration of the Oracle E-Business Suite 11i from Higher end UNIX (AIX 4.3.3) to Linux 3.0 ES. This migration was mainly initiated to reduce the cost wrt OEBS 11i
Improved the performance of the Database - mainly Month End Bill run Closure -
o Reconfigured EMC SAN by removing shared disks and allocated new disks not shared across GL, AP, AR and VBA (custom schema)
o IO on the system was too high and Month Bill run report like Mass Allocation was taking more than 2 days to complete. After SAN reconfiguration and moving AP, AP, GL and VBA data files to multiple disks (not shared across each other), DB performance improved drasticallyExamples:
o Mass Allocation took less than 2 hours to complete after making the changes
o B70 Move Data into Apps was completed in an hour when compared to 3 hours taken earlier
o The Auto Invoice Import program took only about 2.5 hours to complete the entire process
o Enabled VLM Memory on Linux 3.0 ES for Larger SGAo Pinned Frequently accessed packages in Oracle Memory for
faster retrieval
Client Speak… RESULTS / BENEFITS
Substantial reduction in the client’s staff by effective outsourcing, leading to a reduction in operational cost by 50%! Our robust resource management model facilitated quick ramp up at very short notice, allowing the client to address any sudden requirements
Our ability to provide end-to-end IT services, meant the client had the advantage of consolidating the number of IT vendors servicing them, offering considerable savings in maintenance expense
Our capabilities in end-to-end IT services and our expertise in enterprise-wide IT program management made us the default choice for the client
Our Manual Testing Methodology enabled the client’s IT team track development related defects as well as evaluate project performance
We also institutionalized the documentation of each business process (prior to our engagement, this policy was rarely practiced)
Provided single point management of all infrastructure and DBA related WR
The migration of our Conferencing Oracle Applications E-Business suite from a UK AIX/RS6000 infrastructure to a US LINUX/Intel based infrastructure posed a significant number of managerial, technical and logistical challenges. The three-man (HCL) Database Administration Team ably resolved all the challenges this major application migration posed them. The team utilized their technical skills, experience and applied their own original approach to resolve each of the challenges successfully and delivered the migration on time and on budget.
- Andrew Gray, Globalization Programme/Project Manager, RLT Member
”
“
A PEOPLESOFT CASE STUDY
Industry: Telecom
Service Areas: Application Implementation & Integration; Production Support
Topology: PeopleSoft CRM 8.9; Enterprise Portal, Order Capture, Call Center Modules; Multi-Channel Interaction; Self Service Applications
Producer of telecommunications products & services
CLIENT
Develops and markets telecommunications products and services for internet protocol (IP) telephony and video applications; Current flagship service, Packet 8 enables anyone with high-speed access to the Internet to sign up for Voice over Internet Protocol (VoIP) and videophone communications services at its web store; Currently holds 49 United States patents with additional patents pending; Had purchased PeopleSoft CRM 8.9 for communications and HCL was engaged to implement an integrated enterprise CRM application.
CHALLENGES / OBJECTIVES
The company had been using home-grown systems to cater to its diverse business needs. However, these systems were not integrated, and users therefore had to enter the same information manually in each of the various applications, thereby posing a challenge to them in serving customers better. Having purchased PeopleSoft CRM 8.9 for an integrated enterprise CRM application, the company was planning to primarily implement the following:
Enterprise Portal Order Capture Call Center Multi-Channel interactions Self service applications
Broadly, the end-to-end implementation was expected to contribute to the scalability & integration of processes; improve the automation of tasks; reduce customer churn (a big challenge in the Telecom sector); and improve overall customer experience
THE SOLUTION
The HCL team analyzed the existing business strategy, drivers, IT applications, processes & challenges; Came out with High Level Business Requirement Documentation; Evolved the Solution Architecture for the CRM implementation; Assessed the Fit-gaps between the company’s processes & PeopleSoft CRM; Evolved a new process to manage Partner relationships; Defined detailed CRM solutions for each of the modules; Implemented/ Tested & Rolled out the application to multiple environments; and finally conducted Business User Training Workshops.
There were four phases in the process - planning, analysis, development, and production & configuration, which led to
Building a robust CRM solution with the customer’s existing Web front application to acquire new customers and serve the existing customer base
Green field implementation replacing their existing Web front applications and CSR facing application
Providing integration touch points with PeopleSoft Order Management and third party applications for WIG, Provisioning, Billing, Level 3, etc. using PeopleSoft Integration Broker
Through our tested & acclaimed methodologies we leveraged our offshore teams, which provided the client with a substantial cost & time-zone advantage, leading to reduced time-to-market and time-to-implement. Besides, this increased the scalability and enabled faster ramp up of project teams. The client also benefited through the setting up of common and uniform standards of delivery & management, which led to customer satisfaction.
Client Speak…
It gives me great pleasure to thank you for your hard work and efforts in the successful launch of the PeopleSoft CRM support module. The smooth launch and successful operation of the post-launch service, reflects the quality of your work. Such dedication and performance is helping us raise customer service levels to existing and prospective Packet8 customers, and we extend our sincere thanks for your contributions.
- Chairman & CEO
“
”
RESULTS / BENEFITS
The delivered application provides scalability, significantly reducing ordering processing time.
Easy access to all customer transactions - Order, Billing, Cases etc. with tighter integration of Order Management & Revenue Management functions
Flexibility to add new products with no customizations, reducing the time required to launch new products
The implemented support module, reduced the number of tools Customer Support representatives access - from 12 to 2, significantly increasing the efficiency of operations
Self Service Support implementation has reduced calls to Support centers
Solution Management Implementation has encouraged customers to solve issues all by themselves
Introduced a number of sales channels and multiple support channels for customers
Leveraged ‘Better Business’ practices defined in the application, which have been optimized over several implementations, thus leading to customer satisfaction
Talk to me www.hcltech.com