Infonova Telco1 0 2 0 Bss Rel 6 Introduction V10 Timpact

An Introduction to Infonova’s Front & Back Office BSS

Including product management, customer management, fulfillment, billing and collections capabilities for Telco 1.0 & Telco 2.0 Business Models

Truly Transformational Solutions for Comms & Media Businesses

March 2009March 2009

© 2009 Infonova 2

Founded 1989

250+ employees

Based in Graz/Austria

Infonova Development Center Infonova Operations & Support Center

Infonova Demo, Test & Integration Center

TMF NGOSS/eTOM/SID certified staff

Long established relationships with clients

8 case studies in the 2008 TMF Handbook

About us

Infonova.com

© 2009 Infonova 3

Agenda

Introduction

Business Imperative Design Inputs

Infonova Front & Back Office Order-to-Cash BSS Release 6

Business Architecture, Virtualisation & Whitelabelling

Functional overview

Architecture overview, SOA & Scale-ability

Integration, API’s overview

Deployment overview

Sample Infonova BSS Release 6 operating approach

Infonova Sample Quals / Case Studies & Business Impacts

© 2009 Infonova 4

Infonova’s BSS Release 6 delivers Telco 1.0 and Telco 2.0 Business Model Capabilities

Infonova BSS Release 6 Process & Module Framework


Wholesale aggregation for multiple suppliers & Multi-tenant Order-to-Cash for Multiple Brands & Channel Partners

Wholesale aggregation for multiple suppliers & Multi-tenant Order-to-Cash for Multiple Brands & Channel Partners

Infonova BSS Release 6 Business Architecture


Wholesale Aggregator

‘Secondary’ Operating

Entity


EntityGateway

External Retail BSS

InternalNetco

Third Party Services

ExternalNetco 1

Ext MobileNetco 2

Ext MobileNetco(s)

ExternalNetco 1

Ext Fixed Netco(s)

Multiple AgentsA1 A2 An

I nfonova BSS

© 2009 Infonova 5

Infonova History – a Consultancy firm that built a Next Generation BSS platform for an incumbent telco

Early 90‘s Development & Operations of Videotex for Incumbent Operator

Incumbent operator released a technology specific RFP for Videotex

Infonova bid a development approach to deliver Videotex Linklayer protocol on Unix plus IP platform with standards based approach

Resulted in one of the first “VPN IP based nationwide networks“ worldwide, for:

– Videotex– Dial-Up services for Government departments and corporations – All billing and provisioning for this IP network and Videotex etc was

developed and operated by Infonova

1998 Voice Research

Infonova engaged as IP technical authority by incumbent telco with Universities on VoIP research

– User perception trials– Technology competency trials

Infonova became an active member of the ITU, IETF and ETSI standards committees

Class 5 Softswitch Development Deployment and Operations

Infonova provided the IP technical authority, and the incumbent telco provided the Class 5 Voice expertise

Triple / Quad Play

All billing and provisioning for any new services over the IP network were developed and are now operated by Infonova

Infonova

© 2009 Infonova 6

Infonova’s Next Generation BSS:Sample Credentials

Client Solution Delivered

Telecom Operator – Austria

• Quad + & Triple play offers with whitelabelling

• Dialup, ADSL, IP-VPN, Leased Lines, VoIP, iTV, IP Centrex

• Residential, Business, Wholesale segments

• Billing (Mediation, Rating, Invoicing)

• Provisioning – Near & Zero Touch

• Customer Self Management

• Multi Brand ISP platform

Telecom Operator - Australia

• Triple Play Services: Voice, Mobile 2G, Internet with whitelabelling

• Product Management

• Fixed Line re - Billing

• Accounts Receivable

• Cashier Desk

• Billing (Mediation, Rating, Invoicing, Bill Formatting)

• Provisioning – Near & Zero Touch

• Order Management

• Customer Self Management

• Trouble-Ticket management

• CMS – Content Management System

© 2009 Infonova 7

Strong examples of Telco1.0 with business driven rules & workflow including Zero Touch Automation

Many operators are positioning to offer triple & quad play services

Two successful examples:

Mobilkom Telekom AustriaTelekom Austria

Infonova BSS delivers aonSuperKombi Quad Play bundle Combination of fixed, mobile, broadband, internet,

security & IPTV services – all Zero / Near Zero Touch Infonova’s BSS was configured to incorporate Mobilkom’s

(Vodafone affiliate) mobile offers… Live in 3 months from “go” at 1/3 cost of the alternative 260,000 new customers seamlessly in three months

Infonova’s BSS had to deliver a reduction in product development cycles from 10-12 months to days

Infonova’s BSS had to automate all 44 interfaces and deliver Zero Touch Fulfillment

Products to be configurable by AAPT agents online. Infonova’s BSS is delivering business rule driven

triple play services for the Australian market

Telekom AustriaTelekom Austria

© 2009 Infonova 8

Infonova’s BSS overlays current systems and delivers functionality for Telco1.0 & Telco2.0 business models

Infonova’s BSS can be deployed as an overlay for MobileCo’s & FixedCo’s existing wholesale platforms

An Infonova BSS deployment would be implemented without changes to current systems and is non-intrusive

Infonova’s BSS aggregates, bundles and bills for products across multiple technologies (both IP & legacy) and can deliver the combination of MobileCo & FixedCo service / product offerings – across multiple countries!

The wholesale aggregator manages, packages & controls which products and services are available to the Opcos

The Opcos package and sell their products and services directly to their customers or through channels

Infonova’s BSS Release 6 Business Architecture


ExternalNetco 1

Ext MobileNetco 2

Infonova BSS

Wholesale Aggregator


Entity


Entity

OpCo 2

Ext MobileNetco(s)

InternalNetco

OpCo 1

Third Party Services

ExternalNetco 1

Ext Fixed Netco(s)


Entity

OpCo n

© 2009 Infonova 9

CPE Router(multi-vrf)CPE Router

(multi-vrf)

Dynamic Access• ADSL

National Health Service IP VPN

Fixed Access• Fibre

National Health Service Data Centre

Doctor’s surgery

Cisco SSG(VRF Mapping)Cisco SSG

(VRF Mapping)

IP MPLS Core

IP Network

PSTN Network

Mobile Network

Customers

Service to Satisfaction

Trouble Ticket to Resolution

Quote to Cash Process

Network Provisioning and Activation

F A BF A B

Infonova BSS/OSS

Highlights Smart Card network connected to e-card, Healthcare and Internet services

Zero Touch Provisioning solution; Operations Excellence; Scalability; Replicability End-user enjoys greater flexibility and ease of use of the insurance voucher system Increased broadband connections and cross-sell value added services

The Judges Comment….“Recognising a future need for a broadband connection to build value added services this solution is truly delivering a new way of working leading to simplification in communication, a reduction in paperwork and most importantly an increase in productivity. The solution offers the end user flexibility and ease of use and is setting industry benchmarks that in the future will be rolled out in other countries.”

TA gained 83% of the Austrian Market Share of 12,500 doctors and was able to zero touch provision around 100 doctors per day

Project: Austrian Doctor’s Network

With Cisco’s ISC, the Infonova platform is a core part of the award winning solution for Telekom Austria: “Best Broadband IP Service”

© 2009 Infonova 10

MPLS AutomationThe business impact at Telekom Austria

© 2009 Infonova 11

Telekom Austria NSN IP Centrex Zero Touch with Infonova (OpenNet)

hiQ4200

GUI

hiE9200

IP UnityRDS

NBBB

IP

GUITA- Portal

Online Services

BC5.1 Admin

WF Layer AXIOSSIP CTX

„LNP-Dienst“

CustomerCare+ CS durch TA

WebAIS

DMS100

Alcatel IN

NaR

A

Ü bergangs-Lösung

ActivationManagerWebAC

VTLS

GUI

GUI regulat. IN

Spä tere Phase

TED

Ordering Interface

hiQ4200 hiQ4200

GUI

hiE9200hiE9200

IP UnityIP Unity

BB Prov

NBBB

IP

GUITA- Portal

Online Services

BC5.1 Admin

WF Layer AXIOSSIP CTX

„LNP-Dienst“

CustomerCare+ CS durch TA

WebAIS

DMS100DMS100

Alcatel INAlcatel IN

NaR

A

-

ActivationManagerWebAC

VTLS

GUIGUI

GUI regulat. IN

TED

Ordering Interface

NG Order Mgmt OpenNetLegacy Order Mgmt

Phase 2Phase 1

Highlights Complete Product/Service Configuration

Zero Touch Provisioning solution; Integrated solution for Broadband, IP and VoiP

platform management (provisioning, customer care Full integration into INFONOVA produkt / service

modul Ticket conversion and call statistic

Project Overview IP Centrex Solution for SOHO/SME Customer Bundling with xDSL based Business Internet Access Realization of xDSL QoS by IP MPLS VPN solution One IP centrex product for n Business Internet Access

locations One bill for IP centrex service Flat VoIP tariffs with fair use policy

Product Service

IP Centrex Account

IP CEN T REX B A SISDA T EN

B us in es s Gr oup N a m e :

zu Generieren

A DM IN IST RA T OREN DA T EN

W ir d gen er ie r t

Us e r n a m e

*********

Pa s s w or t

Provisionierungsstart

Ex t en s ion l ä n ge :

BASISPRODUKT

Basisprodukt:

Basisproduklizenzausprägungent:

IP Centrex Basisprodukt Tik Tak Business

1 5Truncs: Clients:

Zuweisen

Passwort rücksetzten

Konfiguration Speichern

Rufnummernübersicht

Accesskonfiguration

Auflassen

Status:

Externe Calls verrechenbar:

T r un k l iz en z en :Cl ien t l iz en z en :

Voicemailuser:

L IZ EN Z EN

0

0

Anzahl

0

Sof t cl ien tl iz en z en

0

0

0

Aktualisierung

0

0

Softclientpasswort:

Basislizenzen

0

0 Callstatistik

VIP - Serviceklasse

Reset

© 2009 Infonova 12

Success Story - Infonova BSS for Next Gen IPTV

End to End fulfillment and billing processes based on NGOSS/eTom

Use of a service-oriented architecture (SOA)

Infonova BSS provides the IPTV core functionalities

- Service Activation

- Billing/Mediation

- Order Management

- Customer Self Service (TV and Internet Portal)

1,000 new IPTV customer each week

IPTV content portfolio has around 100 channels

Alcatel OMP

Platform and Applications

Open Video Server

Alcatel OMP


Open Video Server


Open Video Server

Telekom Austria IP Network

IPTV

Broadcast Radio

VoD

Video Club

STB

I nfonova BSSOrder Management

Billing/ Mediation

Service & Resource Provisioning

Customer Relationship Management

I nfonova BSSOrder Management

Billing/ Mediation

Service & Resource Provisioning


© 2009 Infonova 13

Telekom Austria: Infonova BSS Processflow-> Product / Service / Resource Provisioning Processes

retry

not successful 3x not successful

successful

cancel

automatische Logik WebAC

successful=false

A1Aufruf derSchnittstelle zurProvisionierung

S1 5 Minuten warten T1Operator wiederholtden Versuch oderbricht ab

D2

D1

successful=true

D2

successful

not successful

successful=false

A1 Vorbereiten derProduktinstanz

A3Aufruf des Service-Aktivierungs-prozesses

A4 Aktivierung derProduktinstanz A6 Stornierung der

Produktinstanz

D1 Wechselnicht sofort

Wechsel sofort

S1 Warten bis zumAktivierungs-Datum

A2Versand derKaufbestätigung perMail

D3

successful=true

A5Versand derAktivierungs-bestätigung

Aktivierungverzögert

Aktivierung sofort

successful

successful=true successful=false

cancelled

A1 Vorbereiten derService-Instanz

A2Ermittlung derProvisionierungs-parameter

A3Aufruf desProvisionierungs-prozesses

D1

A4 Aktivieren derService-Instanz

A5 Provisionierung derServiceMap

A6 Stornieren derService-Instanz

Pro

du

kt- P

roze

sse

Se

rvic

eP

roze

sse

Pro

visi

on

in

gP

roze

sse

Product-Processes

• High grade of reusibility

• Product instanciation

• Configuration of

─ Activation, Deactivation Rules

─ Product activation policies (e.g. First usage)

Service-Processes

• Reusable for simple services (e.g. Business Applications)

• Service Instanciation

• Configuration of

─ Underlying Provisioning Processes

─ Error – Handling

Provisioning Processes

• Specific

• Use of special provisioning backends or element managers, e.g.

─ AXiOSS/Cramer (xDSL Services)

─ Cisco ISC (IP MPLS Services)

© 2009 Infonova 14

Telekom Austria: Infonova BSS Contract and Account Structure - Sample

UN 1100 281 731

SUB-UN 8100 132 182

Holding 1100 182 132

SUB-UN 5100 257 899

SUB-UN 7100 199 195

SUB-UN 6100 217 651

SUB-UN 3100 191 774

SUB-UN 2100 177 508

SUB-UN 9100 217 694

SUB-UN 1100 212 369

Holding Y100 145 915

SUB-UN 6.2100 224 052

SUB-UN 6.1100 244 054

SUB-UN 9.1100 163 622

SUB-UN 6.3103 998 444

SUB-UN 6.3.1104 621 814

Holding X100 254 357

50%50%

Invoice

Rebate

Contract 1Contract 2Contract 3Contract 4

SUB-UN 3.1100 146 998

SUB-UN 4100 167 647

UN 2100 163 679

© 2009 Infonova 15

Overall Design of Telekom Austria’s Portfolio 2008

Bundles

TVAdd-Ons

MobileAdd-Ons

InternetAdd-Ons

© 2009 Infonova 16

InfonovaBSSService

ActivationServiceSupport

ServiceEnabling

SOA Integration Layer

TA InvoicingCRMCSCOrderManagement

SOA Integration Layer

InternetCore Services

VoIPServices

LIC+VPN Services

Rating& Pre-Billing

Infonova‘s BSS is the Service Enabling Platform for TA‘s quadruple play convergent services

xDSL/FTTxServices

PortalServices

IPTVServices

Process Control

Business Rules

Data Management

Process Repository

Product/Service Dec.

Admin GUI

Provisioning Interfaces

Order Mgmt Integration

Customer Care

Customer Self Care

Notification Mgmt

CRM integration

AAA

Service Data

Webservices

Assurance

PrePriced Formatting

Rating / Billing

Mediation / Pre Rating

Collection

MobileVoice

MobileBroadband

Near & Zero Touch Fulfillment

….

© 2009 Infonova 17

INFONOVA platform automation Organisational efficiency

IP within TA has 2.5 million customers - Under 100 FTE

TA’s Next Gen platform requires a total of 35 FTE to perform all back office and IT operations:

─ 10 FTE are needed for operational support and billing of business customers

─ 5 FTE provide operational support & billing for the Internet services (ISP) for residential customers

─ 3 FTE provide database management (DB monitoring, table management, etc.) support including configuration of new products as required

─ 3 FTE are required for systems management of the IT infrastructure

─ 5 FTE monitor and manage the logical layers of the IP network

─ 10 FTE provide 7X24 data centre operations.

Customer Service

─ Estimated to be 50

─ For the business as a whole (8+ million services) the call centre employs about 1,200 CSAs to provide 7X24 support for all services offered. Within the total team, there are only about 50 CSAs dedicated to the IP product suite as dimensioned above.

Managed Services

─ All technical operations & support are managed by BearingPoint including 11 sub-contracts. All IP services are SLA based.

─ ~20 FTE

© 2009 Infonova 18

AAPT’s “3 in 1” Bundled Offering…

Banner Ads

“ 3 in 1” – A Bundle of Bundles!

© 2009 Infonova 19

Infonova‘s BSS is the Service Enabling Platform for AAPT supporting 45 real time interfaces

• Live in Spring 2007• With the upgrade to BSS R6 in April 2009, now capable

of turning on new tenant operators with mouse clicks

• Live in Spring 2007• With the upgrade to BSS R6 in April 2009, now capable

of turning on new tenant operators with mouse clicks

© 2009 Infonova 20

“Order to Cash” process automation improves customer experience, organisational alignment AND time to market

What’s being implemented?

Organisation Impact

Roles/Areas impacted

Staff Changes Anticipated

Low High Med

Nil• Management/Executive• Customer Care

• Contact Centres, Credit, Cust Ops, Cust Service Mgt, Management

• Business Retail• Marketing, Sales

• Enterprise Support• Finance, HR, Regulatory,

Telecom Service Aust

• Consumer• Marketing, Sales

No change to current(Approx xxxx)

Approxxxxx

(xxx BU 1, xxx BU 2)

TBANew Staff Numbers

Nil • Transitioned Out – approx xxxx

TBA

Organisational FTE Alignment

Phase 1.cAdditional Services

(eg IP VPN, ISP, Access)

Phase 1.bInfonova Order to cash

Outsourcing Core Areas of Business

Phase 1.aProcess Outsourcing

All segments

• BTS

Less

nee

ded

Less

nee

ded

Mor

eM

ore

Automation Impact

Streamlined processing end-to-end

Quicker revenues

Happier customers

Sample Speed to Market

Additional Broadband supplier - from concept to paying customers in 8 weeks delivering accelerated return on investment on network infrastructure

New Wholesale reseller – stood up in 4 weeks (the next one will take only 2 weeks)

© 2009 Infonova 21

Agenda

Introduction




Functional overview



Deployment overview



© 2009 Infonova 22

C-level Exec brainstorming indicates telcos will need both Telco1.0* and Telco2.0 business models

The Telco 2.0 Initiative C Level Executive Brainstorm Sessions - four events with

approx 700 execs so far Designed to help Telecoms players investigate new

business models. Provides primary market research and real-time market analysis to stimulate new ideas

Telco1.0 business models include triple and quad play services

requiring significant flexibility in front & back office systems

Telco2.0 business models are double sided and require very

significant flexibility in the front & back office systems

Footnote: Telco 2.0 is a trademark of STL Partners www.telco2.net

According to IDC: "It’s likely that Telco 2.0 will be the engine to drive the

industry’s growth over the next several years, but without the right BSS to support these initiatives, service providers may stall right out of the gate."

© 2009 Infonova 23

Telco 1.0 business models include residential, business & wholesale customers buying services

Telco 1.0 Operators need a platform to:– activate, maintain, mediate and bill / invoice a portfolio of telecommunication and content

services across wireless and wireline, (including fibre, ETTX and copper) – for single, family, complex account hierarchy, and tier 2 SP customers– deliver prepaid, post paid and real-time payment frameworks– manage the product portfolios from residential / SOHO, through SME, to large corporates – interconnect with the broad array of interfaces required for regulatory compliance, carrier

interconnect on a product / service basis

Services / Products Supported

Multiple Access Technologies

OptionsIncl: Wireline

Wireless

© 2009 Infonova 24

Telco 2.0 business models create new customers and revenue stream opportunities for Operators

Services Used

New Entrant

Pro

vis

ion

ing

/

As

su

ran

ce

/ B

illi

ng

Ra

w

Pip

es

etc

Virtual Operator

Pro

du

ct

Ma

na

ge

me

nt

/ C

us

tom

er

Ma

na

ge

me

nt

/ F

ulf

ilm

en

t /

B

illi

ng

/ R

ec

eiv

ab

les

Raw

Pip

es e

tc

Carrier

TraditionalWholesale Customers

White-labelWholesale

Customers

The Industry is Changing

Reseller

Ra

w P

ipe

s e

tcP

rovi

sio

nin

g

/ Bill

ing

Next Gen IT capabilities needed

White-label Operator

… purchasing value-added services (e.g. VPN) to be packaged with its own products using the Wholesaler’s Business

and Operational Systems e.g.

retailers

media publishers

utilities

device manufacturers

property managers

SI / integrators

medical facilities

local & federal government agencies

White-label Operator

… purchasing value-added services (e.g. VPN) to be packaged with its own products using the Wholesaler’s Business

and Operational Systems e.g.

retailers

media publishers

utilities

device manufacturers

property managers

SI / integrators

medical facilities

local & federal government agencies

© 2009 Infonova 25

BSS Capabilities required to deliver Telco 1.0 & 2.0

Partners Services sourced from many partners

Usage monitoring and settlement

Products & Revenue Management Triple, quad, multi-play

Pass through, markup, royalty pricing

Loyalty / revenue sharing and allocation

Caps, bundles, discounts, etc.

Processes Streamlined “order to cash”

Automated provisioning, online & offline fulfilment and configuration

Integrated billing, accounts receivable and collections

Open standards infrastructure and APIs

Channels Wholesale, retail, dealers, sales agents

White-labelling (multi-branded)

Sales commissions, credit management

Customers Consumer, business, enterprise, wholesale

Self service ordering and service management

Online bill presentation and payments

Services Capability to integrate with & orchestrate:

OSS / SDP for NGN, PSTN, mobile, Internet, IP telephony, content, video/TV

Real time customer & offer analytics business intelligence

Multiple 3rd party & legacy internal and external systems: financial, retail etc

© 2009 Infonova 26

Agenda

Introduction




Functional overview



Deployment overview



© 2009 Infonova 27

Infonova’s BSS white-labels Order-to-Cash for branded Channels aggregating multiple Partner services



Front & back office BSS for:

Triple, Quad, Multi Play & Telco 2.0 White-labeling

Highly automated zero touch “order to cash”

Wholesale aggregation of multiple suppliers, partners and networks

Each entity has product management, customer management, fulfillment, billing and collections capabilities

© 2009 Infonova 28

Infonova BSS

Tenants / Virtual Operators

Wholesaler Aggregator

External Operator BSS

ExternalNetco 2

ExternalNetco 1

InternalNetco

VO 1Retailer

Voice & Messaging

AppsRetailer Service

VO 3 Triple

Play SP

Wholesale

VO 2 Quad

Play SP

Multiple AgentsA1 A2 A3 An

Definitions & Activities

Definitions

The tenant virtual service operator (VO) is the end user facing brand.

Includes channels for sales & service, marketing and strategy

The Wholesale Aggregator / Bureau Operator (WABO) delivers service through the end to end service delivery lifecycle

Activities

- Marketing Campaigns- Brand Management- 1st level Sales- 1st level Service (MAC’s & Enquiries)- Product Management- Credit & Collections

- Order collection- Qualification- Service Provisioning- Logistics- Activation / Installation- Assure (2nd level, faults)

- Mediate, rate & bill- Invoice- AR (paid project)- Payments ( ,, )- Admin & Config

Owner / Operator of Network infrastructureOther businesses, media, content etc

- Activities relating to network operations- Suppliers fulfillment activities



© 2009 Infonova 29

Infonova’s BSS - Agile capabilities to automate order to cash



ProductMgmt.

FinanceBillingOrderMgmt.

CustomerMgmt.

Platform & Business

Mgmt.

Customer Self Management

Ticket Management

Service and Resource

ProvisioningRating

Invoicing

Bill Formatting

Channel Management

Product & Service

Management


Order Management

MediationAccounts

ReceivableSupplier

Management

Wholesale, Virtualization and White Labeling

Integration Platform (Workflow Management, Task Management, Notification Management)

Content Management

© 2009 Infonova 30

Java EE Integration Platform and End to End Virtualization



ProductMgmt.

FinanceBillingOrderMgmt.

CustomerMgmt.

Platform & Business

Mgmt.


Ticket Management


ProvisioningRating

Invoicing

Bill Formatting

Channel Management

Product & Service

Management


Order Management

MediationAccounts

ReceivableSupplier

Management



Content Management

INTEGRATION PLATFORM

Features• Workflow Automation• Interface capabilities• Decomposition & Orchestration

Advantages• Non intrusive integration• Cross platform Bundling• Integrated end-to-end platform

with billing & discounting

WHOLESALE, VIRTUALIZATION & WHITE LABELING

Features• Virtualisation, each entity has their own:

- Product Catalogue for their portfolio- Customer Management for their customer base- Channel Management for their distribution partners- Billing with independent bill cycles- Data source for campaign analysis & execution

• Whitelabeling- Branded customer care- Branded customer self care- Branded customer communications eg invoicing

Advantages• Aggregated supplier fulfillment functionality • Allows the virtual operator to be technology agnostic• Business rules support for complete order to cash

management• Triple, quad and multi play bundles across complete

service portfolio

© 2009 Infonova 31

Release 6 Product Positioning

Capabilities Triple, Quad & Multi Play, Telco 2.0 &

White-labeling End to End Order-to-Cash Solution for

Consumer, Business, Wholesale & White Label Channels

“Quote to Cash” online experience for the customer, managing the process from sales to collections

Aggregates, bundles and bills for products across multiple technologies (both IP & legacy) from both a carrier’s own network / services as well as wholesale suppliers, and

Zero Touch / Low Touch Service Provisioning

Easy and intuitive web based applications for Operators, CSRs, Channel Partners & Customers

A Java EE integration platform with Business Process Management, Workflow Management, Notification & Task Management, Reporting & Analytics & full Administration Framework

Infonova BSS Value Proposition

Best of Suite vs Best of Breed

Business Impact - TMF case studies

Non-intrusive Deployments

Transformation Scenarios

Speed to Market - Very Quick Standup times

Customer Driven Vision

Configurable Options for Deployment

Convergent Solution for IP & legacy

Innovation e.g. zero touch VPN provisioning

Delivered Capability

Scaleable license model

Release 6 - the power to address the myriad of business opportunities created by the dramatically converging value chains of telco, media, ICT and e-commerce

Release 6 - the power to address the myriad of business opportunities created by the dramatically converging value chains of telco, media, ICT and e-commerce

© 2009 Infonova 33

Infonova BSS

Virtual Operators



ExternalNetco 2

ExternalNetco 1

InternalNetco

VO 1Retailer

Media & Content

Retailer Service

VO 3 Media &Content

Wholesale

VO 2 Quad

Play SP

Telco 2.0 - How Infonova’s BSS works

A supplier wishes to bundle their services with services from carriers and other parties

The supplier can take a Virtual Operator entity role, either in their own right or on a contracted managed service basis from the platform operator

This will enable the supplier to bundle their own product with carrier + other services

The supplier, acting as a VO, can manage a direct relationship with the end customer

$$

© 2009 Infonova 34

Infonova BSS

Virtual Operators



ExternalNetco 2

ExternalNetco 1

InternalNetco

VO 1Retailer

Media & Content

Retailer Service

VO 3 Media &Content

Wholesale

VO 2 Quad

Play SP

Enabling Voice & Messaging 2.0

Voice & Messaging services can be made available to customers of Virtual Operators by offering access to customer information and an order to cash platform for a seamless customer experience

Infonova’s BSS provides the capability to integrate the voice & messaging service with zero touch provisioning

VO’s can then bundle & trade those services at the choice of their price point and on the appropriate revenue collection / sharing scheme, with the necessary business rules to match

Enables the Voice & Messaging services to be used by business operators to collect payments from other customers or suppliers / partners on the appropriate business rules basis

$$$$

© 2009 Infonova 35

Infonova BSS

Virtual Operators



ExternalNetco 2

ExternalNetco 1

InternalNetco

VO 1Retailer

Media & Content

Retailer Service

VO 3 Media &Content

Wholesale

VO 2 Quad

Play SP

Enabling Internet Video using IPTV

Internet Video services can be made available to customers of Virtual Operators by offering access to customer information and an order to cash platform for a seamless customer experience

Infonova’s BSS provides the capability to integrate the Internet Video services with zero touch provisioning

VO’s can then bundle & trade those services at the choice of their price point and on the appropriate revenue collection / sharing scheme, with the necessary business rules to match

Enables the Internet Video services to be used by business operators to collect payments from other customers or suppliers / partners on appropriate business rules basis

$$$$

© 2009 Infonova 36

MOVE example

Realtime interfaces for media/advertisement companies or online retail companies to query…

service providers and telecom carriers for "hints" about which advertisements matches an individual customers profile who is accessing the provided content just now.

Earn additional revenue from this service, without profile information being transferred by itself.

On an individual customer visit to their portal (content displayed, catalogues browsed), a realtime request goes to the platform and is routed to the service provider which is the actual connectivity provider for the customer.

The system then responds with a category match based on the customer profile maintained by the service provider in question (e.g. display ad from category 7-B, offer goods from category 12, price range D in the recommendation section).

Contracting and pricing for this service provided by the service providers and can be arranged like this:

• contracts for full service with monthly flat fee• per impression• per conversion• per completion

REALTIME CUSTOMER INFORMATION MATCHING

InternalNetco

VSP

TelcoMedia / Content Carrier

Infonova BSS

ExternalNetco 1

Decision Making Engine

DWH

AD Category Hint

ExternalNetco 2

I SP

Customer Information Marketplace

Profile DataProfile Data

Re

sultsR

ule

s

Results

Rules

© 2009 Infonova 37

2 way billing approach

Offered by the Infonova BSS since mid 1990ies

─ Billing and balancing usage and revenue share calculations for content consumed vs content produced / owned

New: sponsored services billing

─ Services and service features (e.g. Voicebox) can be offered at no cost to retail customers through advertising sponsorship. Customers are reminded that the service is sponsored by an advertiser on the invoice. This feature will enable the Service Provider to issue an accurate invoice showing advertisements played / displayed in conjunction with consumption of the service.

User Generated Content Billing

─ Customers can be compensated for providing content on WEB 2.0 platforms. Discounts or rebates can be provided based on ratings and/or popularity of the content provided by the user. This will enable Service Providers to offer community services with incentives for customers to contribute relevant material.

Telco

© 2009 Infonova 38

Billing vs collections solution

To enable true multi-sided revenue streams you need

Intelligent revenue sharing capability at charge level

Capabilities to match payments vs invoices intelligently

Integrated view over wholesale, partner and retail operations

End2End processes that are enabled for real-time payment flows including post-paid, pre-paid and mixed mode (mostly paid) variants

Integrated customer credit check and financial profiling

Ability to cope with multiple, charging payment channel requirements in different markets (cash, credit card, bank transfer)

© 2009 Infonova 39

Business Processes

ProductMgmt.

Product & Service

Management

CustomerMgmt.


Ticket Management


OrderMgmt.


Provisioning

Order Management

Billing

Rating

Invoicing

Bill Formatting

Mediation

Finance

Accounts Receivable

Platform & Business Mgmt.

Content Management

Channel Management



CREATE VSO2 & Admin/CSR

CREATE Wholesale Product

CREATE Sales Channel

CREATE and ASSIGN Retail Products

CREATE CUSTOMER PLACE ORDER PROVISION

MANAGE TASKS

MEDIATIONRATING

BILL RUNS

CUSTOMER DATA Direct .Agenda - Architecture

© 2009 Infonova 40

Business Process: Platform & Business Management

Platform &Business

Mgmt.

Manage Tasks



Create and manage Process Instance

Create and manage Operator

Create and manage

Notification Templates

Exchange Data with External System

© 2009 Infonova 41

Business Process: Platform & Business Management

Platform &Business

Mgmt.

© 2009 Infonova 42

Business Process: Product Management

Create Wholesale

Product

Product & Service Management Channel Management

Product Mgmt.

Create Wholesale

Product Offer

Create Retail Product

Offer

Manage Sales

Channels

Manage Affinity

Partners

© 2009 Infonova 43

Business Process: Product Management

Product Mgmt.

© 2009 Infonova 44

Business Process: Customer Management

Create and Manage Billing

Account

Customer RelationshipManagement

TicketManagement

Customer Mgmt.

Create and Manage

Customer Service

Manage Tickets

© 2009 Infonova 45

Business Process: Customer Management

Customer Mgmt.

CM CoreCM Core

CM Credit AssessmentCM Credit Assessment

CM ReplicationCM Replication

© 2009 Infonova 46


Infonova Customer Self Management allows customers to manage their accounts and view their online invoices and order new products.

Through Infonova’s CSM customers can view online invoices and customize service settings online.

© 2009 Infonova 47


Infonova CSM also enables customers to display account and service details.

The module gives customers the opportunity to change their passwords for login to Infonova CSM and optionally change the passwords for their mailboxes and access personal and broadcast information directly.

Related to the assurance area, Customers optionally can enter Trouble Tickets via Infonova CSM.

© 2009 Infonova 48

Business Process: Order Management

Create and Manage Order

Order Management Service & Resource Management

OrderMgmt.

Process Order

Provisioning Status / Quality Check

Provision new Service

Provision new non comm. Service

Provision change Service

Provision change non

Comm. Service

Provision Churn

Service

© 2009 Infonova 49

Business Process: Order Management

OrderMgmt.

© 2009 Infonova 50

Business Process: Billing

Process Usage Data

Mediation Rating Invoicing Bill Formating

Billing

Perform Rating

Perform Invoice Run

Manage Bill Formating

Manage Invoices

Manage Bill Cycle

© 2009 Infonova 51


MEDIATION

ImpEx

Server Directory

Billing feeds from Service Provider

Billing


© 2009 Infonova 52


Mediation RatingInvoicing

PSM

Order Interface Management

ImpEx

CRM

Billing


© 2009 Infonova 53



Invoicing

Bill Formatting

Product & Service Management

Rating

Billing


© 2009 Infonova 54


Bill Formatting

WebAC

3rd Party e.g. Print & Mail

CUSTOMER

CSC

ImpEx

Billing


© 2009 Infonova 55

Business Process: Finance

Finance

Generate aged debtors report

Process invoice/

adjustment/dispute

Process payment/dishonor / reversal

Trigger refund

Trigger direct debit

payment

Write-off/ Sell account

Trigger Pre-Auth (cc,

bank account)

Update balances

Generate GL receivables

report

Generate GL revenue report

Generate aged

disputes report

© 2009 Infonova 56

Agenda

Introduction




Functional overview



Deployment overview



© 2009 Infonova 57

Why Virtualization

Infonova BSS:

─ SOA-enables existing applications

─ Resolves incompatibilities

─ Composes and reuses service capabilities

Includes:

─ Distribution

─ Scalability

─ Reliability

─ Security

J2EE™ APPLICATION

PACKAGED APPLICATION

& LEGACY SYSTEMS

.NET™APPLICATION

OPENEDGE FUTURESERVICES

SERVICESINTERFACE

SOAPHTTP

XML

Getting Virtualization right delivers multiple impacts

© 2009 Infonova 58

Infonova’s BSS

Getting Virtualization right delivers multiple impacts… contd

© 2009 Infonova 59

Infonova BSS - Three Tier Architecture

All the components are based on Java EE.

Being based on a standard Java EE Application Server, the Infonova platform can be integrated seamlessly into an existing OSS/BSS architecture by using common integration standards like web services in addition to securely managed file interfaces.

© 2009 Infonova 60

Infonova BSS - Architecture

All the components are based on Java EE.

JUMPSLIDE .Establishing the platform

© 2009 Infonova 61

Infonova BSS - Three Tier Architecture

All the components are based on Java EE

Java JDK 1.5.0.x

Easy to integrate into an existing OSS/BSS landscape by using common integration standards like web services or managed file interfaces.

Three Tier Architecture

Java JDK 1.5.0.x

Struts 1.2

EJB3

Hibernate 3.1

Oracle 10.0.2g

© 2009 Infonova 62

Infonova BSS - Components

All the components are based on Java EE

Java JDK 1.5.0.x

BSS Components: Ticket Management

Task Management

Customer Management

Notification Management

Channel Management

Product and Service Management

Order Management

Billing

Accounts Receivable

Service Resource Provisioning

© 2009 Infonova 63

Infonova BSS - Interfaces

Interfaces: Easy to integrate into an existing OSS/BSS landscape by using common integration standards like web services or managed file interfaces.

Web Services

JMS

RMI/IIOP

Workflow

jBPM

Data Integration

ESB

JMS, Web Services

Database

File

Ja

va V

M

ImpexJava

EE

App

licat

ion

Ser

ver SOAP

RMI/IIOP

JMS

JMX

JTA

JDBC

DAO

EJB3 jBPM

Struts AXIS

Hibernate

SOAP

Web ClientHTML / XML

StandaloneApplication

http

WebAC CSM IMS

Rating

Mediation

API

Network and Partners

FTP, SOAP, RADIUS, etc.

e.g. JMS

SRP

InfonovaWorkflow

WorkflowManagement

e.g. RMI e.g. SOAP

© 2009 Infonova 64

Ja

va V

M

ImpexJava

EE

App

licat

ion

Ser

ver SOAP

RMI/IIOP

JMS

JMX

JTA

JDBC

DAO

EJB3 jBPM

Struts AXIS

Hibernate

SOAP



http

WebAC CSM IMS

Rating

Mediation

API



e.g. JMS

SRP

InfonovaWorkflow

WorkflowManagement

e.g. RMI e.g. SOAP

Infonova BSS – Integration Layer

Infonova’s BSS uses three different integration layers

Application Integration

Process Integration

Data Integration

Ap

pli

cati

on

In

teg

rati

on

Ap

pli

cati

on

In

teg

rati

on

© 2009 Infonova 65

Ja

va V

M

ImpexJava

EE

App

licat

ion

Ser

ver SOAP

RMI/IIOP

JMS

JMX

JTA

JDBC

DAO

EJB3 jBPM

Struts AXIS

Hibernate

SOAP



http

WebAC CSM IMS

Rating

Mediation

API



e.g. JMS

SRP

InfonovaWorkflow

WorkflowManagement

e.g. RMI e.g. SOAP




Process Integration

Data Integration

Pro

cess

In

teg

rati

on

Pro

cess

In

teg

rati

on

© 2009 Infonova 66

Ja

va V

M

ImpexJava

EE

App

licat

ion

Ser

ver SOAP

RMI/IIOP

JMS

JMX

JTA

JDBC

DAO

EJB3 jBPM

Struts AXIS

Hibernate

SOAP



http

WebAC CSM IMS

Rating

Mediation

API



e.g. JMS

SRP

InfonovaWorkflow

WorkflowManagement

e.g. RMI e.g. SOAP




Process Integration

Data Integration

Dat

a In

teg

rati

on

Dat

a In

teg

rati

on

© 2009 Infonova 67

Establishing the platform

Continuous Integration & Agile Approach

Implement Infonova’s BSS out-of-the-box with virtual environment enables

— Demonstration of core capabilities & functionality

— Simulation of typical business scenarios

— Determination of necessary configuration & other changes required

— Nightly builds / customizations e.g. interfaces to external systems

UNIQUE: enables operator to work through needs and watch their platform develop

Objective: deliver immediate functional requirements

Initial launch: within 2-5 months depending on readiness of production environment and the number of interfaces to be developed

Enables the operator to provide early proof points on project progress to their customers

© 2009 Infonova 68

Alliances and Partnerships

NetworkSuppliers

ISV‘s Industry Associations

HW/DB Outsourcer / SI

© 2009 Infonova 69

Agenda

Introduction




Functional overview



Deployment overview



© 2009 Infonova 70

Business Model Functions

ResidentialSmall

EnterprisesBusiness Corporate Wholesale

Product Offer Development (new/existing)

Campaign Management

Prospect Management Customer Catalogue Bid Management

Account Management

(existing customer)

Bill PresentationSpecial PricingCustomer

Information Management

Product Offer / Bundle Catalogue

Sales Inventory & Commission

Channel Management

Customer Acquisition, Retention and Growth

Development (new/existing)

Customer Contacts (relationship) management

(Developing relationship framework)

Product Catalogue (Includes pricing. Each product based on one or more

services drawn from the service catalogue)

Product Lifecycle Management (Product introduction, change &

retirement)

Configuration Management (Execute and Monitor Configurations, SLA,

Access Control)

Segment Demand Management

Order Management

Order (Product) Problem Resolution

Credit Management

Billing

Workforce Management

Business Intelligence &

Analytics

Rating

Payments Management

Financial Risk Management (Policy

and Compliance)

Logistics Mgmt.

Service Delivery Support Mgmt.

Procurement & Service Delivery

Mgmt.

Applications Mgmt.

Service Delivery Infrastructure Mgmt.

Sales Operations

Product Business Rules & Workflow (Fulfill, Assure, Bill)

Service Element Catalogue (Exposes

services supplied through S/P interface in a common format facing the product catalogue + SLA)

Service Element Mgmt. (Add, Delete, Change,

Build)SPO Requisition Mgmt. Service Design &

Feasibility

Usage Data Generation (non-

network)

Service Element Performance Mgmt.

(including SPO Performance)

Issue Ticketing and Escalation

Usage Data Aggregation

(including Mediation)

SPO Settlements & Payments Mgmt.

Supplier, Partner and Operator Interfaces

Financial Services

Value Add Service Organisations

(Media, Content, etc)

Logistics Vendors (Mobile Phones,

Modems)

Network ProvidersPrint Vendors

(Invoice Production)

Fulfilment Service Request Mgmt.

SLA Network Mgmt. (including

Performance)

Usage Data Generation and

Collection

Usage Data Aggregation and

Distribution

Network Capacity Mgmt.

Network Infrastructure

Mgmt.

ULL, GSM, GPRS, PSTN, Broadband

Sales / Acquisition / Retention / Growth Process Business Rules & Workflow

Wholesale offers are characteristically an significantly straight

through from from SPO. Thin touch across layers

Channel Partners (providing services

to customer access capability)

© 2009 Infonova 71

Two sample channel operating models

The branded product

(Order only)

The branded full service offer(Order to invoice)

- In store advertising (ongoing), newsletter etc

- Sell full service plans (x3)

- Branded Service (powered by WABO)

- Sales commission paid (up front/trailing?)

- Via Network & Franchises

- Branded product with WABO

- Customer (end to end service delivery by WABO)

- WABO product branded only

- Specific Bundles & plans only

- Payment channel

- Invoice WABO branded

- Pay commission to VO

- From order submission to collections

- 10 minute sales cycle (including order entry)

- 24 hr activation (churn only)

- Modest dealer commission payment

- Ubiquitous

- No lifecycle costs to VO

- No logistics

- Increased customer volumes

- Full Converged Product Management: Bundles & Pricing under VO control etc

- Marketing & sales (Store, Online), order entry, credit check, payment method validation

- Wholesale pricing

- VO customer (end to end service delivery by VO) MAC’s & enquiries

- Collections

- Debt

- Incremental volume

- New Channel reach

- Minor effort to implement

Benefits

- 20 minute sales cycle (including order entry)

- 24hrs + <10 days BB activation

- Recurring revenue

- Access to use all WABO service options – subject to commercial agreement

- Increased payment volumes

Benefits

- E2E Platform & Support services

- From order submission to invoice

- Provisioning, white-branded fulfilment, mediation, rating, white-branded billing, invoicing (file)

- 2nd level faults / tech issues support

- Option to add payments and AR if required

- Incremental volume

- Outsource work associated with customers

- Channel reach

- Medium effort to implement

- Reduced cost to serve

WABOWABO

VOVO

WABOWABO

VOVO

WABO Wholesale Aggregator / Bureau OperatorVO Virtual Operator

© 2009 Infonova 72

Who does what – Telecoms Value Chain- Summary

Market Sell Provide

Service

Bill / Credit Manage

Support & Ops

Wholesale / Bureau Operator

VO

Market, Sell & Serve

© 2009 Infonova 73

Who does what – Marketing & Selling

Market

Sell

Support & Ops

Standard:- Brand does own product configuration- Brand specific credit scorecard maintained with DP

Optional (paid project):

- Product Configuration provided as a service- Alternative credit checking solution- Standard payment options provided (DD/FDD – Bank & Credit Card) – Brand to establish own merchant ID’s - Alternate payment channels- AR

Brand

Standard:- Brand establishes and operates call centre (inbound / outbound) or any other channels (e.g. retail)- All orders executed in WebAC (CSC?)- Post paid only

Optional (paid project):

- 3rd party contact centre engagement


VO

© 2009 Infonova 74

Who does what – Provide, Bill & Credit Manage

Support & OpsStandard:- Provisions all orders onto network- Provides activation (mobile)- Provides provisioning of hardware, insurance and logistics (Mobile / DSL)- Provides ability to brand collateral, printing and shipping- Mediation, rating, billing & invoicingOptional (paid project):- Alternate network- Alternate hardware / logistics- Alternate collateral development and logistics

Brand

Standard:- Submits orders, manages orders, manages process fallout (L1)- Responsible for stock management and settlement with suppliers (Bright point, LAN1, SEMA, MLH)- Responsible for credit management & collections

Provide

Bill / Credit Manage

VO


© 2009 Infonova 75

Who does what – Serve

Support & OpsStandard:- Mediate, Rate, Bill, Invoice- 2nd level technical support (tickets)- 2nd level faults support (tickets)Optional (paid project):- AR- CMS / CSC- Payments

Brand

Standard:- Provides first level support for MAC’s, enquiries, technical support, faults, issues and disputes- Responsible for collections- Responsible for debt- Responsible for regulatory (e.g. TIO)

Service Wholesale / Bureau Operator

VO

© 2009 Infonova 76

Agenda

Introduction




Functional overview



Deployment overview



© 2009 Infonova 77

Capabilities demonstrated by Infonova BSS

Infonova BSS deployments demonstrate SOA capabilities:

Triple, Quad & multi play scenarios

Delivering Zero & Near Zero touch provisioning and orchestration:

─ All IP services, Internet Core Services, VPN, IP Telephony, IP Centrex, Messaging, IPTV, SDP and PSTN, ISDN, GSM, GPRS, 3G / UMTS AND Media Services, Pay TV

─ 3rd parties: credit, banking, fulfillment houses, government agencies LEA & TIO

─ Device distribution, Mobile, Modems etc

Wholesale, Business Segment, Mass Market and Virtual Operator functionality

Complex product management & bundling with rules based configuration online

Sophisticated Billing capabilities: event, usage, geographic band / time of day charging, royalty sharing, revenue & discount allocation, micro, alacarte, post paid & mostly paid

Mediation, Rating, Billing, Invoicing & EBP

Customer management & self care

Complex legacy integration scenarios with real time interfaces eg BI analytics engines

Tier 1 incumbent and Tier 2 operator functionality

© 2009 Infonova 78

Infonova’s Next Generation BSS:Sample Qualifications

Client Solution Delivered

Triple Play Cable Provider – Germany

Triple Play: TV, Internet, IP Telephony, Broadband

Class 5 IP Telephony Solution

BSS/OSS Integration, Cable OSS

Product Management

Billing, Wholesale, Interconnection

Customer Self Care

Invoicing, EBP

SAP Integration

Service Provider – US 43 Mobile Operators

Residential/Business/Wholesale

Billing (Rating, Invoicing, Accounts Receivable)

Product and Service Management

Telecom Operator - Kosovo

Wire-line Voice/Internet/Mobile GSM

Billing and Provisioning for Voice, Internet

Interconnection Billing


© 2009 Infonova 79

Infonova’s TMF Case Studies Near & Zero Touch Fulfillment are a key component

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