The Agile Service Provider OSSBSS Infrastructure

1
The Agile Service Provider OSS/BSS Infrastructure

• CIS NSP Executive Conference
• Andy Chu

2
Topic of Discussion

• OSS/BSS Web Services
• The Agile OSS/BSS Infrastructure
• The Three Step Process to Agility
• How to get Started?
• Summary

3
The Agile OSS/BSS InfrastructureIntegrated
Operations
4
The Existing Landscape

• Heterogeneous Environment
• Complicated, Non-Interoperable Technologies
• Lack holistic Approach

5
Traditional Investment Cycle Infrastructure Driven

• Resistant to change
• ROI more difficult to realize as change
  accelerates

Money
Return on Investment
Cost of Capital
Time
Source SP, Booz-Allen Hamilton Inc.
6
The Operational Productivity
Declining Productivity Gains
Source McKinsey Global Institute, i2 Partners
7
Realizing The Dream
8
Web Services Enable Agile OSS/BSS

• User Beyond browsing
• Access and act on information
• Greater control, better decision-making, easier
  collaboration
• Optimal support for different devices

• Business Integration by design
• Best-of-breed internally and externally
• Business processes and partners
• Agility to run, adapt business better

• Partners New opportunities
• Dont have to do it all yourself
• Make your value easier to consume
• Plug and play business relationships

9
The Agile Infrastructure
Agent Productivity Applications
Customer Channel Interface Applications
Customer Self Service Portal
Outbound Comm. (Notification Services)
New Services
CTI Interface
IVR Interface
Presence
BI
Work Flow
Data Abstraction Layer
OSS/BSS Systems
Service Catalog
Network
10
The Three Step Process To Agility
11
The Three Step Process
Operational Agility
Build OSS/BSS on Web Services .NET
Operational Excellence
Integrate Technology with People Process
Operational Efficient
Web Services Enable Legacy Systems
12
The Business Benefits of Three Step Process

• Maximize IT resources with reuse software,
  hardware and domain experts
• Interoperate heterogeneous OSS/BSS environment
  with web services
• Provide web services integration framework with
  disparate information
• Increase revenue from automating and accelerating
  product rollout and bundle

13
Operational Efficient

• Leverage existing infrastructure
• Increase productivity
• Increase ROI of existing assets

14
Verizon.com Re-architecture

• Integrated call center transactions on
  Verizon.com with scale in less than a year
• Launch innovative Web-based voice and data
  communications services
• The experts said, It cannot be done!
• Leverage .NET
• Connected cross business unit systems
• Converted over 50 applications in 10 months
• 7x24 flow through ordering, billing, repairof
  local, long distance and DSL/Internet
• Intelligent analytics and content management

15
Operational Excellent

• Holistic migration process to Next Generation
  OSS/BSS
• Integrate workflow with operational process
• Leverage Web Services to increase existing
  revenue stream

16
Tier 1 Cable Co in Europe

• Cable Cos Challenge
• 30-40 systems on different platforms to provision
  cable, voice and broadband services
• Lost revenue and low customer satisfaction
• High operational costs with poor CSR productivity
• Microsofts Solution
• Provided single interface to manage customer
  accounts
• Increase CSR Productivity by 100
• Provided common Web Services framework for
  migration
• Leveraged BizTalk Server as the messaging bus,
  which handles over 1,500,000 transactions/day
• Took less than 5 months to implement!

17
Operational Agility

• Next Generation OSS/BSS architecture based on Web
  Services
• OSS/BSS applications with best productivity and
  development Tool
• Rapid ROI and Increase Productivity

18
Operational Agility

• Verizons Challenge
• Lower Manhattan site severely damaged during
  September 11 terrorist attacks
• Needed to track downed circuits and assess impact
• The .NET Solution
• Turned around .NET application in 6 days
• New application managing bigger circuit load
  over 500,000 circuits per hour
• Handling 400 increase in data 8 GB/minute

19
Operational Agility with .NET

• Increased DSL order provisioning flow-through
  from 0 to 98

• Productivity ? 1.6 to 10 programs/mgr
• gt1M database-driven pg views/month

• New billing system from handshake to production
  in 4 weeks
• Helped close 12M in business in first month

• Enable 2000 dealers to access point of Sales
  information
• Enables over 30 web services applications

• Create new services to enable mobile workplace
  for the enterprise across Europe

20
How to get started?
21
Three Step ProcessStarter Kit for Telecom
Integration

• Wrap legacy applications with web services
• Integrate web services with BizTalk Server
• Integrate OSS/BSS applications with Web Services
  and .NET

22
Integration Kit Concept
Various OSS/BSS systems
Synchronous WS Calls
Native API
UI/ Web Service
XML Web Services/ SOAP wrapper
Synchronous Asynchronous calls requiring
business process
WS-I Support, Queuing Support,
Long-running transactions, Fallout handling and
pluggable architecture

BizTalk Server
Data Transformation
Structure Definition
Process Automation
Document Tracking
Exception Management
Messaging Routing
Error capture for fallout
Host Integration Server
PartnerWeb Services
WS-Security WS-Routing
23
Starter Kit for Telecom Integration

• Enable legacy infrastructure with XML Web
  Services
• Bridge between the old and the new
• Provides Next Generation Web Services framework
  for OSS/BSS

24
Integration Kit for Telco OperationsStarter Kit
for Customer Care
25
Starter Kit for Customer Care What is it?

• Target at todays customer pain points
• Help you to develop prototype in your customer
  care environment
• Contains
• Business process template
• Sample implementation
• Technical documentation

26
Leverage the Agile Infrastructure
Agent Productivity Applications
Customer Channel Interface Applications
Customer Self Service Portal
Outbound Comm. (Notification Services)
New Services
CTI Interface
IVR Interface
Presence
BI
Work Flow
Data Abstraction Layer
OSS/BSS Systems
Service Catalog
Network
27
Starter Kit for Customer Care

• Demonstrates
• Customer Service Representative (CSR)
• Customer Self Service Portal
• Integration (i.e. product catalog and billing
  consolidations)
• Knowledge management
• eCommerce
• Business Intelligence
• Notification services

28
CSR Scenario

• Single View
• Eliminate Swivel Chair Operations
• Single call resolution
• Integration of CTI,desktop and tasks
• Integration of know-ledge management
• Reduce training time

29
CSS Scenario

• Single sign-on
• Alerts and promotions delivery end point
• Reduce calls to call centers
• Single view of customer info.
• Customer Self-help

30
(No Transcript)
31
eCommerce Scenario

• Up-sell opportunities
• Effective integration of OSS/BSS systems with
  eCommerce
• Reduce calls to call centers
• Self service of products

32
Notification Services Scenario

• SQL Notification Services for delivering customer
  directed and personalized alerts
• Provide real-time and on-demand customer service
• Deliver alerts via Call Center, Self Service
  Portal, .NET Alerts, SMS, Email, Vmail, etc.

33
Business Intelligence Scenario

• Call Center Supervisor Analytics
• Customer Usage Analysis
• Network Usage Analysis
• Promotions qualification
• Sales and Marketing Analysis

34
Starter Kit for Customer Care

• Provide starting point in fixing customer care
  issues with rapid ROI
• Allow a migration path from theold to the new
• Enable consistent methodology in dealing with
  customer care issues

35
Summary

• Agile OSS/BSS environment is critical
• Revenue Growth
• Productivity
• Profitability
• XML Web Services is the fundamental of current
  and future support systems
• Starter Kits demonstrate the business value of
  .Net and Web Services is OSS/BSS

36
Call To Action

• Develop projects on Web Services!
• Take advantages of Microsoft platform and
  solutions today!
• Identify pilot projects with Microsoft regional
  teams!
• Become an agile service provider!

37
(No Transcript)