Telecom

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.

Prepared By : Prahlad Jat (BLR2081)

Reference Purpose

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SOA• 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

• 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• 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• 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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Customer CareTABS 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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TABS Customer Care

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CRS• 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• 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

• 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.

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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.

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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• 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

• 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

• 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• 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• 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• 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

• 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

• 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• 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• 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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