• Top Level Components/Components Map • Convergent billing • CRM • Workflows • OSS • Assets/Inventory Management • Reporting
• Big Data Analyze
• Extra supporting modules • Conclusion
TOP LEVEL
COMPONENTS
CONVERGENT BILLING
Core Functions:
• Customer account management (charges & payments) • Services and tariff management
• Phone/Internet/TV assets management tool • External Payments provider
• Integration layer adapters (Diameter server, VOD CDR analyzer, EPG crawler, etc…)
• Multiple accounts per customer
• Multiple services can be bound to single account • Batch charging service for offline billing
• Charge tagging for better reports (per service type, cashier, etc…)
• Cashier received payments tracking and tools for cash transfers among cashiers
• Transactions management toolkit
• Flexible reporting for service components for flexible tariffication
CONVERGENT BILLING
Account Management
• Flat monthly fee charging with personalization option • Hot billing for phone services (5 min. lag)
• Packaging services into bundle • Dependent services (subservice)
• Any non standard service implementation in 1 month.
Options
• Time based price configuration
• Time based service parameter configuration Suspension/Resumption thresholds Charging tags
Balance limits for suspension/resumption
Parameters can be defined in tariff or left for filling in service activation requests
CONVERGENT BILLING
Services & Tariffs Management
• Diameter server
Offline CDR registration
CDR analysis and phone service tariffication Semi-online billing with 5 minutes lag
• TV adapter
Web page crawler for EPG collection Manual EPG editing
EPG publishing to IAP with verification
VOD CDR auto-import and semi-online billing with 30 minutes lag • Internet service adapter
Per MB traffic counter with 30 minutes lag
CONVERGENT BILLING
Integration Layer Adapters
CRM
• Customer profile management
• Customer care and technical support • Call center monitoring
• IVR Service
• Customer self care
• Different profiles for physical and juridical customers • File attachments to profiles
• Tax calculation schemes
• Ability to manage contracts for better invoice generation • History of all activities on profile
• General overview of
• User accounts and balances
• Services, addresses and provided devices
• Convenient documents printing from profile(contracts, reports statements etc)
CRM
Customer Profile Management
• Quick preview of customer profile General personal data
Account balance and latest activities (charges and payments) Tickets history
Services and their current states
• Direct access to troubleshooter tools from within customer profile Check customer device configuration and possible faults
Check customer provisioning data
Auto fix or reconfigure customer services
Check for similar problems on customers with same network infrastructure
CRM
Customer Care & Tech. Support
• Asterisk PBX based solution • Web based UI
• Operator activity tracking
• Fully integration with customer care module
Automatic navigation to customer profile when call is picked
Tools for quick call forwarding to operator who initially was handling the issue
CRM
Call Center Monitoring
• Web portal
Service/tariff management Personal information edit Account information
Online payments • PBX customizations
Information services Technical support Detailed balance info
CRM
Customer Self Care
• Driven by tickets
• Flexible ticketing system (constructor)
• New ticket types definition with its attributes • Possibility to attach files to tickets
• Ticket flow configuration per ticket type
• Special ticket manipulation views for separate steps in ticket lifecycle
• Configurable ticket access control
• Possibility to assign automatic ticket pre and post handlers for action
verification and automatic resolution
OSS
Provisioning/Service fulfillment, Network Inventory, Customer troubleshooting
• Rich integration API support (Telnet, TL1, SSH, SNMP, HTTP, SOAP, FTP, RMI, RDBMS, LDAP, SMTP, POP3, IMAP)
• Ability to create shared libraries
• Integration with business flow and tickets auto resolution
• Possibility to create tasks for system maintenance and statistics collection • JavaScript based scripting engine allowing access to all system components
Features
OSS
Integration &
Automation
• Telnet ONT configuration STB rebooting • SSH DHCP lease analysis • RDBMS
BRAS RADIUS provisioning • SOAP
Ericsson CAI3G provisioning – IAP, MMTEL
• FTP
EPG publisher
Wi-Fi ONT configuration • HTTP
Wi-Fi ONT configuration EPG crawling
• SMTP
Mass mailing & notifications • RMI Ticket auto-resolution Live proven
OSS
Integration &
Automation
• Inventory Management
Keeps the records of all end user devices
Multiple stock and management of stock-to-stock and stock-to-user transfers
Convenient tools for device registration (barcode scanners and batch import)
Full device history
Integration with business flow component
(special ticket view for device assignment to end user) • Services Assets Management
• Rich Toolkit for services asset management (batch import, reservation etc…) • Full log history for every asset
• Integration with business flow component
ASSETS/INVENTORY
MANAGEMENT
• Based on open source BI solution (http://pentaho.com) • Integrated BCRM user and role management
• Nearly 200 reports include financial, marketing, sales and hardware stats reports
• Apart from reports also provides bunch of standard templates for daily paperwork
• Data analyze based on created tickets • Customers satisfaction Determination • Customer behavior Determination
• User role management
• Access is controlled via permissions to every view and/or button • Permissions are grouped to roles
• User is assigned to multiple roles
• Address/Point management
• Goods Sales
• Goods Sale for several type of users (physical, juridical) • Transfers between sale centers and central warehouse • Full transactions history
• Ability to be integrated with external accounting systems.
• Extra payments provider