An SAIC Company Rich Fialkoff Executive Director Customer Care and Billing Solutions (732) March 15, 2001 Operations Support Systems: Today’s and the Next Generation’s Copyright © 2001 Telcordia Technologies. All Rights Reserved The Front Office FCC OSS Tutorial

FCC OSS Tutorial RJF-2 Service Provider Business Needs Recognize every customer interaction as an opportunity to increase revenue Give end customers “freedom of choice” to use preferred access channel (e.,g web self-serve, telephone) for all customer interactions Acquire, retain and grow customers: building customer loyalty through each and every interaction regardless of touch point Provide fast and effective customer service Reduce operating expenses

FCC OSS Tutorial RJF-3 Service Provider Business Strategy Fulfill customer request from any medium (fax, , IVR, Internet, telephone) accurately on first contact Flow-through activation of service orders is a key element of these solutions Provide accurate and seamless flow-through from initial customer contact to fulfillment to billing Service convergence, new networks, and new business models (wholesale, resale) drive need for integrated order management

FCC OSS Tutorial RJF-4 The Telecom Enterprise View The Telecom Enterprise View Telecom Marketing Strategy Business Management Layer Business Management Layer PricingStrategy DemandForecasting Area Boundary Definition InfrastructurePlanning SupplierTechnologyPolicy Real Estate Management Profitability Models Models Filters ProspectLists HighChurnCustomersLoyalCustomers Segments DevelopCampaigns Scoring Sampling/Testing Rollouts Telecom Marketing Implementation Data Mining Branding & AdvertisingStrategy Tracking Network Management Layer Network Management LayerCustomer Telcordia Service Management Layer Telcordia Service Management Layer NextGeneration Contact Center Order Management Billing CustomerRelationshipManagement ElectronicBill Presentment & Payment Web Store Front & Self-Service RelationshipsBrochure/MailPrintTelevisionAdvertisementRadio Channels Telecom Marketing Management Network Inventory Service Assurance CustomerDataWarehouse TrafficForecasting Interconnection

FCC OSS Tutorial RJF-5 Sample Front Office Challenges in Telecom Service Provider Business Design customer interfaces to enable high flow through Introduce new telecom services and service bundles quickly Interwork with legacy operations support systems Perform various pre-order checking to reduce order rejection rate Handle pending orders efficiently Handle and synchronize redundant customer and product data Enable telecom customers to do self service

FCC OSS Tutorial RJF-6 Customer Care, Ordering, and Billing System Architecture

FCC OSS Tutorial RJF-7 Next Generation: Major Transitions in the Front Office Web portal Transparent multi-access portal Circuit switched voice/video services IP/broadband enabled content, distribution, or syndicated services Portal for services Portal for management, customer care, and billing of services Different ID for different services Single personalized service profile, and common ID Expanding the Front Office through Intelligent Portals

FCC OSS Tutorial RJF-8 Next Generation Front Office: Future Offerings Single interface to multiple communication services –Provision from multiple user interfaces (any device)….. –Installation of portal client customized per device –Next generation service request entry  customer defined device Service Federation (Portal is a unified service manager) –Initiates Provisioning of PSTN, IP, , web-hosting, e-commerce… –Services may be provided by multiple providers –Portal presentations across services Provides unified control, tracking and management Policy based configuration  User defines policy  Portal implements policy across all communication services –Portal ensures reliability and security of services

FCC OSS Tutorial RJF-9 Next Generation Front Office: Future Offerings Presentation of integrated voice, data services (on demand service bundling) –Bundling of voice, data and media types –Enhancement/degrading of service based on device, network capability and QoS requirements –Viewing capabilities of customer performance data- i.e. SLA Performance Inherent mobility support –Control across all devices (user interface) –Calls across all devices –Media translation based on device capability –Service and QoS upgrade based on device and network capability

FCC OSS Tutorial RJF-10  Global directory across networks –Update to ENUM and other global directories –Can maintain private directory for users, e.g. “buddy lists”  Flexible Presentation of Billing Plans –Billing on demand (especially for instantaneous demand)  Support for Personalized Marketing to end-Customers –Retrieval of historical usage data –Presentation of forecasted bills under different billing options Next Generation Front Office: Future Offerings

Copyright © 2001 Telcordia Technologies. All Rights Reserved An SAIC Company