1. Preparing Your Billing System for the Future: Customer-Centricity and Convergence Jennifer Fellows Director, Intec Product Management

2. Disconnect: Service Providers and Customers  Our industry has traditionally been driven by.... - Technologists rather than marketers - Architectures instead of customers  Before an organization can claim customer-centricity, it must know its customers - Where the are - What they do - How they use services - What fits best with their changing lifestyles

3. To the customer, convergence means nothing

4. Jackson Pollack’s Convergence It Could Be This…

5. The Operators’ View

6. What DO Customers Want?  They value convenience  They want to save time in their interactions with you  Make my life easier  Clarity and simplicity

7. Fast Customers want it … Easy Accessible Convenient

8. Giving Customers What They Want  Do you know their demographics?  What can your system really support?  Are you hindered by system limitations?  Can you empower the push to convergence? ?

9. Reaching the Convergence Paradigm Phase 1: It Must be the Network Voice (+SMS) Network Post event mediation Billing Next Generation Data Network Active mediation IN Product catalogue Subscriber data Balance information ▲  $ ▲  $ ▲  $ Customer Care ▲  $ Complex Data Duplication Hidden Costs

10. Reaching the Convergence Paradigm Phase 2: Evolved IT Creates Barriers ComplexHidden Costs Voice (+SMS) Network Post-paid Rating & Billing IN Platform Adjunct IP Rating/Charging ▲  $ Product catalogue Subscriber data Balance information Next Generation Network active mediation ▲  $ ▲  $ ▲  $ Customer Care Post event mediation ▲  $

13. Reaching the Convergence Paradigm Phase 3: Convergent IT SimplifiedCentralizedTransparent Voice (+SMS) Network Post event mediation Convergent Charging, Billing and Customer management Product catalogue Subscriber data Balance information Next Generation Data Network Active mediation Service Control Point ▲  $

14. Without a truly convergent architecture, customer centricity remains elusive

15. Enable Emigrants to Pay on Behalf of Your Customers MARKET EXAMPLES Customer convenience Increase penetration Avoid infrastructure deficiencies

16. Cross-Sell Between Services MARKET EXAMPLES

17. Share Cap Plans Amongst Subscribers MARKET EXAMPLES

18. Get your Competitors to Pay!  Mowisz Masz  Every time a user receives call from another network they get one second of extra talk time  This is credited to the Plus network for every two seconds of received calls MARKET EXAMPLES

19. Offer Postpaid Benefits with No Credit Risk MARKET EXAMPLES Credit control Stable revenue stream No credit risk

20. Allow Customers to Select a Credit Limit Within their Means MARKET EXAMPLES Customer control Increase share of postpaid Limit credit risk

21. How to Offer the Services Your Customers Want  Platform - Single view of customer, product - One rating engine, one billing engine, one database  Pricing - For all types of events - Usage, recurring, non-recurring, discounts, subtotals - Multiple tariffs per event - The charge, a discount, subtotals, shared revenue  Products - Bundle services - Increases options with simplicity - Targets subscribers - Provide what customers really want

22. Thank you! Jennifer Fellows Jennifer.Fellows@Intecbilling.com