Telecom offering ta bs 1st

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9-Jan-15 © Confidential 2014 1 Overview on Telecom TABS Reference Purpose - Prahlad Jat

Transcript of Telecom offering ta bs 1st

Page 1: Telecom offering ta bs 1st

9-Jan-15© Confidential 20141

Overview on Telecom TABSReference Purpose

- Prahlad Jat

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Telecom

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TABS, is an integrated software package designed for the mobile, ISP, and traditional fixed network services. This capability provides us with a solution that is already well versed in supporting Local, International. TABS convergent Customer Care & Billing system undertakes the whole billing process of a single converged system and rates all services against a single unified rating scheme.

TABS solutions have been implemented in 38 sites for the major telecom groups providing Non stop services for over 100+ customers.

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SOA

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The ITS solution is based on SOA (Service-Oriented Architecture), which helps business owners

respond more quickly and in a cost-effective manner to changing market conditions. With SOA,

business changes can be easily met through customization rather than traditional custom

development, making it easier to quickly implement changes without requiring radical system

modifications. The ITS SOA-based solution also simplifies interconnection with and usage of

existing IT assets, which facilitates integration with existing systems and increases interoperability.

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Telecom Solutions

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TABS Billing.

TABS Convergent Charging.

TABS Customer Care.

TABS CRS.

TABS Interconnect.

TABS Revenue Sharing.

TABS Business Intelligence.

TABS Call Center.

TABS Loyality Management.

TABS Retailer Management.

TABS Dealer Management.

TABS eSelfcare.

TABS Kiosk self Management.

TABS Mobile Sales.

TABS Mediation.

TABS Provisioning

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TABS Billing

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The TABS Billing engine is designed to handle charging for multiple telecom industries and

generate a single invoice for the customer. The system handles unlimited customer hierarchies,

where billing entities can either be the Contract or the Subscriber.

Brand new features include convergent billing, redefined financial concepts, distinct product

modeling, multi-level flexible products, charging rules, split–charging functionalities, as well as

MVNO/MVNE support.

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TABS Convergent Charging

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The TABS RTCC is a high-performance, real-time charging platform that allows service providers

to launch services independently of the payment method. This modular and open design solution

for fixed and mobile networks enables convergence of voice, data and content applications, and

makes it possible to evolve seamlessly from 2G to 3G networks. TABS Convergent Charging

provides a solution for all advanced billing and customer care needs, which includes world class

real-time network control, a rich rating engine and proven CRM Systems. The solution provides a

single view of the customer base, supporting family and multiple accounts, and also offers web-

based self-management, flexible discounting and bonus schemes, and advanced lifecycle.

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TABS Customer Service enables service providers to organize their complex customer

structure in a multi-level hierarchy, offer their customers services and facilities that put them

ahead of their competition - such as configurable financial arrangements - and integrate with

third party applications, and adapt easily and quickly to new market demands.

The product is characterized by its high performance, new business features and redefined

financial concepts that put it ahead of the rest of the market. In fact, the product introduces new

concepts such as the expansion of the financial definitions and processes over the whole of the

hierarchy, support of split charging and multi-level cost basket rules, as well as the payment

responsible.

The product is adorned with useful features, ranging from the ease of use and graphical

representation of the user, to intelligent features such as user guidance, interactive and

behavioral analysis, which preempts customer requests with propositions according to likely

scenarios. In addition, the product provides an implementation-specific configuration, supports

MVNO/MVNE models.

It is also convergence compliant, relies on a robust SOA architecture, and enlarges the flexibility

scheme for quick future adaption without the need to make modifications to the application.

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Customer Care

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TABS Customer Care

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CRS

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CRS is a solution that enables organizations to implement a seamless, integrated arrears

management solution that covers all stages of the debt collections and recoveries lifecycle,

including delinquency and change-offs, internal recovery, legal recovery or external placement.

CRS focuses on automating a considerable number of collection procedures that can help in

enhancing the business life cycle and productivity, maintaining consistency and control of the

organization’s collection and recovery business processes, as well as reducing operational costs.

The system can serve diversified industries: telecom, financial, utilities, and credit agencies.

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Interconnect

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TABS Interconnect Billing is a way of offering solutions to meet the needs of carriers in the control

of local and international wholesale traffic, Least Cost Routing and Billing.

TABS Interconnect can provide different ways of charging, settlements, revenue sharing,

reconciliation and dispute resolution. It provides full billing features required for origination,

termination and transit traffic.

"The solution is designed to serve multiple technologies."

LDI ( Long Distance & International) operators

LL/WLL operators for their interconnection with LDIs

Cellular mobile / GSM operators for their interconnect partners

VoIP operators for wholesale origination & termination

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Revenue Sharing

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TABS Revenue Sharing 2.0 has been designed to support the business where operators

need to distribute their revenue (on a monthly basis) with telecom regulators as the legal

bounds for operation in a given country.

It is a Service Oriented Architecture (SOA) compliant enterprise application that adheres to

open standards of modularity concepts, and is easily pluggable into TABS products or any

other third party billing system.

It facilitates sharing a portion of revenue generated through usage (airtime, interconnect or

roaming charge) or services charges (installation, disconnection, package upgrade, migration

from prepaid to postpaid or vice versa, etc) with respective partners as per their contract.

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Business Intelligence

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Business Intelligence refers to the use of Business Analytics to significantly enhance decision-making at all levels of a business.

ITS Telecom Business Intelligence helps give management full visibility of their business and supports decision-making.

ITS Business Intelligence Solution

Coping with current and future business and technology requirements

Quicker realization of ROI

Achieving timeliness and quality of data

One source for all categories of information

Accurate authentication of data

User-friendly reporting and analytical tools

Hereinafter, some general features of the open expandable design of ITS Business Intelligence Solution:

The solution analysis areas are integrated together to explore different dimensions of the data

Integrated analysis areas to enable exploring different dimensions of the data

Analysis areas are built using the star schema methodology, including different fact tables and different aggregations and summaries that are used in report generation

Use of the time dimension as a basic dimension on all models to provide more detailed historical analysis (trend analysis)

Easy management of archiving of aggregations, summaries, and detailed fact tables

Ability to develop extra aggregations and summaries to fulfill any additional requirements not included in ITS’ basic solution

Easy integration with any data mining system fulfilled through the use of summaries and aggregations as a data sources

Tracking and monitoring of churners and classification of data based on churn reasons

Linking of data to other analysis areas to explore other dimensions of the churners, like monitoring churners’ behavior and revenue loss

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Call Center

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Contact Center (CTC) is a customer-centric business strategy that requires alignment among

people, processes and technologies in order to achieve growth and profitability. It is the most

advanced tool for delivering superior customer care services.

CTC is designed to provide customer service and support to customers by handling phone, fax, e-

mail, SMS, and web interactions with equal responsiveness and consistent quality. CTC is a

collection of hardware and software technologies, people and processes that must work together to

meet the goal of customer service and support.

CTI Integration, a crucial component of CTC, delivers comprehensive solutions that provide

intelligent routing and call treatment with transparent blending of multiple communication channels.

CTI segments the customers, monitors resource availability, and delivers each contact to the most

appropriate resource anywhere in the enterprise. In CTC, inbound phone interactions are

answered initially by the IVR. The caller chooses the self-service they want to receive from the IVR

menu. There are separate menus available for customers and non-customers.

Customers can receive services like account inquiry (balance details, transaction history, etc.),

financial transactions (transfer funds, bill payment etc.), cards inquiry, or inquiries about products,

campaigns, programs and exchange rates. Non-customer callers have a limited capability on IVR

self-service, allowing only inquiries related to products, campaigns, programs, exchange rates,

special offers, etc. At any point during the process of self-service, callers can contact the Customer

Service Representatives (CSRs) or agents. Inbound interaction of the customers with the contact

center is multi-channeled, where callers can choose to make contact by phone, e-mail, or fax.

Inbound e-mails are received through the organization’s website, where customers are instructed

to fill out a pre-defined form. The form is sent as e-mail to CTC. Outbound interactions are initiated

by the CTC through campaign, callback, and notifications using e-mail, SMS, or fax as follow-up to

a previous inbound interaction, campaign activities and surveys.

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Loyality Management

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TABS Loyalty Management helps service providers minimize losses in critical areas that impact on revenue & profitability. It helps service providers reduce customer churn and enhance brand image.

The implementation of Loyalty Management helps service providers reduce the increase in the critical areas that impact on revenue & profitability:

Giving new prospective subscribers one more reason to join your network versus the competition, because of your attractive Loyalty Programs.

Creating a long term interest for subscribers to stay with the same service provider to obtain increasingly higher awards and privileges. This raises the cost of exit for the subscriber, which invariably reduces churn rates.

Motivating subscribers to use more of your services in order to accumulate points and reach higher tiers. And for those subscribers with multiple SIM cards, give them one more reason to use your SIM card instead of the competition.

From a business perspective, Loyalty Management has four main functions:

- Points’ collection and balance management for various subscribers’ behaviors.- Subscriber segmentation management based on ranks and tiers.

- Points redemption management, including all backend processes into billing and provisioning.- Subscriber interaction management, using multiple channels for balance inquiry and

redemption.

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Retailer Management

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The Retailer Management System, with the latest web-based interface, release 6.11; addresses

the needs of a dynamic sector for telecom operators to eagerly seek new ways to extend

innovative added value services to business infrastructure.

The Retailer Management System is designed to handle retailers and dealers’ information for

selling equipment and collecting payments. The retailer remains linked to the operator for customer

information and service activation.

Key features of the Retailer Management include:

Ease of Use: User interaction is done through a new web based user friendly, easy to use intuitive

interface with comprehensive help facility.

Flexibility: Easy setup, and application flow for the retailer

Security: Web security policies can be applied, and the operator can restrict operations and

services that a retailer has access to. Users are given login IDs that are password protected

Enhanced Service Level: Real-time processing features are provided, as well as daily transaction

reporting, and summaries.

TABS Retailer Management addresses contract/subscription creation, activation/deactivation of

services, payment collection, commissions/discounts, order processing, and reporting. The solution

is based on Oracle Web services standards and the Business Process Execution Language

(BPEL).

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Dealer Management

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Dealer Management is a vital business process that enables Telecom Service Providers to manage and monitor the full sales cycle, as well as to protect their revenue chain from fraudulent and suspicious behavior of dealers and minimize revenue leakage.

The emerging need for dealer management solutions has grown as relationships between service providers, dealers and end-users/customers have become more complex.

Managing a multiple dealer environment requires an independent tool, which enables Telecom Service Providers to better control and manage business processes with their dealers.

The Dealer Relationship Management (DRM) is specifically designed to offer a flexible answer to the growing complexity when managing a multiple-dealer environment, along with its various components.

The main features of the DRM can be summarized as follows :

Distribution Chain Management

Discount Management

Resource Requisition & Returns

Distribution Management

Inventory Management

Retail Sales

Compliant & Query Management

Reporting

Fraud Management

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eSelfcare

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ITS offers a robust self-provisioning customer service online solution that enables Telecom Operators to significantly lower customer care and distribution costs, while offering their clients an enhanced user experience.

TABS eSelfCare allows subscribers to access their accounts, perform self-subscription management, change account details, and submit service requests to the Customer Service Centre through user-friendly web-based interfaces. This decreases the pressure on the Customer Centre's hotlines immensely. In addition, subscribers can benefit from a wide range of time and cost-effective services that facilitate the work of the Customer Service Centre.

Key Features

Easily view and update their account details.

Retrieve their real-time Balance and Airtime information.

Provision their subscription accounts by adding, deleting or changing the required services and features.

Customers can have smooth interaction with the Customer Service Centre by sending their complaints and queries through the system's web interfaces.

Prepaid customers can transfer credit from their numbers to other numbers. Contract holders can transfer credit from/to numbers under their account or to any valid prepaid number.

Manage their Favorite Numbers through eSelfCare Portal by view, add, delete or update their own Friends & Family list.

Other online services are provided through eSelfCare Portal like web-to-SMS where the logged-in customers can use the web-to-SMS functionality to send SMS messages to other subscribers. This functionality is coupled with the Address Book service that allows customers to select the SMS recipients from stored address book entries.

System administrator will have the ability to grant users of the application access rights to permit them access certain functionalities of the system.

Strengths

Multi-access interfaces

Bilingual support

Flexibility to integrate with third-party applications or existing portals

Easy customization and upgrade

Flexible parameterization

High security level

Management of different authority levels

Extensive reporting and statistics

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Kiosk self Management

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TABS Kiosk Self-Management is an extension of the ITS CRM, designed specifically to help

telecom operators extend their reach to customers in a non-conventional manner. TABS Kiosk Self-

Management is a self-service delivery channel that provides customers with an intuitive, on-the-go

means to serve themselves, without having to queue up, wait in customer service branches or over

call center lines.

Through kiosk terminals that can be deployed at dispersed locations, customers can enjoy the

convenience of getting the services they need anytime and anywhere. The unmanned TABS Kiosk

Self-Management reduces load on the traditional customer service delivery channels, thereby

increasing customer satisfaction without the extra cost of hiring additional customer service staff or

establishing new service centers. TABS Kiosk Self-Management also enables operators to diversify

their advertising and content delivery channels through publishing special content and information

via Kiosk terminals.

Benefits:

Provide customers with means to serve themselves quickly and with minimum hassle

Diversify service and content delivery channels

Reduce load on customer service branches and call centers

Extend the content and information delivery channel

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Mobile Sales

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TABS Mobile Sales provides flexible mobile channels for dealers to access retail services on

the go, such as the sale of prepaid lines and issuance of e-vouchers. Dealers and

subordinates can use TABS Mobile Sales to place a resource requisition order virtually

anytime and anywhere.

TABS Mobile Sales comes in two editions:

Clientless Edition: This requires Internet connectivity via WiFi or Edge/3G, this edition is

suitable in those areas where users are guaranteed to have Internet connectivity.

Client Edition: No Internet connectivity is required. This edition uses the mobile network to

interact with DRM via the SMS/USSD gateway.

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Mediation

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TABS Mediation is a solution to the problem of collecting and processing the network event information the rest of the billing system relies on. It is convergent and is able to deal with multiple services and technologies, and can handle many types of traffic. It has the flexibility to collect network event information from a host of different kinds of network/switch elements. It can accept TAP records, which provides the ability to process GSM international roaming.

TABS Mediation has the ability to process huge volumes of traffic, control the quality of network data (auto-correction), and distribute its output to multiple streams including Customer Care & Billing, Data Warehouse, FMS, Roaming Suspected Fraud, Churn Management, and Call Data Base.

Key benefits include:

Flexibility of inpute & output data formats.

Single Point of Access.

Database – centered design

Quick Market Reach

Flexible Billing

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Mediation Component

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Provisioning

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TABS TABS Provisioning aims at enabling the service provider to define & deliver new services

easily & quickly while maintaining existing services, potentially across multiple systems, with ease.

TABS Provisioning supports different types of networks (2G, 2.5G, 3G, CDMA, & more) by

provisioning a wide range of standard-based interfaces such as Q3 (CMISE /CMIP), CORBA, TLI,

TCP/IP, Web Services & more.

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