Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Business Flows Use cases Amdocs GSS

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs The O2A Maturity Model From problem solving to a business enabler value Cost High operation efficiency Low revenue leakage

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Improve O2A Flowthrough via focus on KSU root cause analysis (RCA) Use case #1 – Tier 2 EMEA Service provider 3 Challenge Solution Results High ratio of orders fallout and stuck orders E2E flow analysis (BSS/OSS) Creating monitoring tool and dashboard Identify orders stuck during the Provisioning process Building interface to OSS for getting accurate and specific status from the relevant network elements (KSU) Identify abnormal trends and specify the specific network element that causes the problem (e.g. HLR, OTA) Sending notifications ( and SMS) based on configurable thresholds Fixing the network element E2E flow analysis (BSS/OSS) Creating monitoring tool and dashboard Identify orders stuck during the Provisioning process Building interface to OSS for getting accurate and specific status from the relevant network elements (KSU) Identify abnormal trends and specify the specific network element that causes the problem (e.g. HLR, OTA) Sending notifications ( and SMS) based on configurable thresholds Fixing the network element 5% order fallout 1.8% order fallout - 65%

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs B2B increased operation efficiency and improved customer experience Use case #2 – Tier 2 EMEA Service provider 4 Challenge Solution Results High ratio of mass orders fallout Cumbersome and inefficient bulk activities (e.g. manual complicated files) Long order handling time Large team at back office for mass orders Conflict of interests between the Service Provider and the BPO vendor High ratio of mass orders fallout Cumbersome and inefficient bulk activities (e.g. manual complicated files) Long order handling time Large team at back office for mass orders Conflict of interests between the Service Provider and the BPO vendor Creating an automatic cloning tool that can clone ordering activities for mass of subscribers Designing dedicated screens and providing patterns for ordering activities The user performs activity once and the system clones it for all given MSISDNs (specific or range) Creating an automatic cloning tool that can clone ordering activities for mass of subscribers Designing dedicated screens and providing patterns for ordering activities The user performs activity once and the system clones it for all given MSISDNs (specific or range) 100% order creation success 65% 60% order creation success - 95% Back log operation team Only 7 minutes for creating a bulk ordering activity

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Re-engineering and automating processes Use case #3 – Tier 1 NA Service provider 5 Challenge Solution Results Consolidated systems and LOBs cause high number of fallouts (~4 millions order fallouts a year) Strong growth of customers base along with numerous products and services Orders are not been closed not properly – high reopen rate Consolidated systems and LOBs cause high number of fallouts (~4 millions order fallouts a year) Strong growth of customers base along with numerous products and services Orders are not been closed not properly – high reopen rate E2E flow analysis (BSS/OSS) o Data capture issues, mainly due to missing network elements & systems info o Categorize missing information types (e.g. location codes) Creating tools that check missing information and complete it automatically Re-engineering of the delivery process to ensure that orders are closed upon accomplishment only E2E flow analysis (BSS/OSS) o Data capture issues, mainly due to missing network elements & systems info o Categorize missing information types (e.g. location codes) Creating tools that check missing information and complete it automatically Re-engineering of the delivery process to ensure that orders are closed upon accomplishment only Order fallout reduction - 10% By Permanent fixes - 28% By Automation

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Improving O2A through channels management Use case #4 – Tier 2 EMEA Service provider 6 Challenge Solution Results High volume of Self Service orders fallout Delay in ordering actions that created in self service (e.g. activation) Inaccurate data among systems (Self Service and Ordering) Customers cannot use the Self Service more than once a day High volume of Self Service orders fallout Delay in ordering actions that created in self service (e.g. activation) Inaccurate data among systems (Self Service and Ordering) Customers cannot use the Self Service more than once a day Self Service ordering flows analysis Finding out that the interface between Self Service DB and Ordering is cumbersome and has significant delays (1-7 days) Reorganizing subscribers and ordering information for ease and fast retrieve Implementing PWX tool (Informatica) that can access DB, retrieve and process information in real time that can access DB, retrieve and process information in real time Self Service ordering flows analysis Finding out that the interface between Self Service DB and Ordering is cumbersome and has significant delays (1-7 days) Reorganizing subscribers and ordering information for ease and fast retrieve Implementing PWX tool (Informatica) that can access DB, retrieve and process information in real time that can access DB, retrieve and process information in real time Information traffic - 80% Smooth orders and fallouts reduction Increase use and reliability of self service channel

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Improve operation - focus on business needs Use case #5 – Tier 2 EMEA Service provider 7 Challenge Solution Results Difficulties in following the MNP regulations due to lack of coordination with mass activities Transfer time must be completed within 10 minutes Service provider pays penalties for its inability to follow MNP regulations Difficulties in following the MNP regulations due to lack of coordination with mass activities Transfer time must be completed within 10 minutes Service provider pays penalties for its inability to follow MNP regulations Analysis of the MNP SLA breaching Creating a daily report that shows the working plan and workload during the day Proactive identification of workload peaks (e.g. mass exchange) Prioritize activities based on the regulators SLA in real time Analysis of the MNP SLA breaching Creating a daily report that shows the working plan and workload during the day Proactive identification of workload peaks (e.g. mass exchange) Prioritize activities based on the regulators SLA in real time MNP transfer time doesnt exceed the regulators SLA (10 minutes)

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Tools and training for smooth resolution Use case #6 – Tier 1 NA Service provider 8 Challenge Solution Results Many fallout orders are missing their original due date Improve one touch resolution through cross training across product lines back-office operation Provide access and view to other teams systems in order to reduce referrals to other departments Implementing Exception Management System (3rd party) for routing logic and prioritization improvement Improve one touch resolution through cross training across product lines back-office operation Provide access and view to other teams systems in order to reduce referrals to other departments Implementing Exception Management System (3rd party) for routing logic and prioritization improvement Order readiness due date 10%

Information Security Level 1 – Confidential © 2012 – Proprietary and Confidential Information of Amdocs Thank You 9