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1 TABLE OF CONTENT CHAPTER TITLE PAGE TITLE DECLARATION DEDICATION ACKNOWLEDGEMENTS ABSTRACT ABSTRAK TABLE OF CONTENT LIST OF TABLES LIST OF FIGURES LIST OF ABBREVIATIONS LIST OF APPENDICES i ii iii iv v vi vii xi xii xiv xv 1 PROJECT OVERVIEW Introduction Problem Background Problem Statement Project Overview Project Scope Importance of Project Chapter Summary 5 2 LITERATURE REVIEW Introduction 6

2 viii 2.2 Voice Over Internet Protocol (VoIP) VoIP Termination Call Accounting Call Detail Record (CDR) VoIP Billing E-Business Model Products & Services Infrastructure Management Customer Relationship E-CRM in VoIP Service E-CRM Perspectives and Definitions VoIP Business Challenges Case Study Gafachi Communication Voxee Pte Ltd Varphonex Comparisons Between Case Studies Conclusions 33 3 METHODOLOGY Introduction Project Methodology Planning Phase Analysis Phase Design, Develop & Testing Phase System Development Methodology Evolutionary Prototyping Planning Phase Analysis Phase Design, Develop & Testing Phase Methodology Justification Object Oriented Approach UML Notation System Requirement Analysis 47

3 ix Hardware Requirement Hardware Justifications Software Requirements Project Schedule Chapter Summary 51 4 INITIAL FINDINGS Introductions Current System User Requirements Functional Requirement Non-Functional Requirements Proposed System To-Be Process and Data Model Use Case Diagram Use Case Documentation Class Diagrams Sequence Diagrams System Architecture Prototype of the Proposed System Conclusions 77 5 DESIGN IMPLEMENTATION AND TESTING Introduction Database Development Program Development Database Connectivity Adding Data Updating Data System Testing and Evaluation Black Box Testing Integration Testing User Satisfaction Test Conclusions 88

4 x 6 ORGANIZATIONAL STRATEGY Introduction Implementation Roll-Out Strategy Conversion Type Changes in Management Business Continuity Plan Expected Organization Benefits Impact towards Organizations Impact Towards Customers Marketing Strategy Chapter Summary 95 7 DISCUSSIONS AND CONCLUSIONS Introduction Achievement Constraints and Challenges Aspirations Future Enhancement for the System Chapter Summary 100 REFERENCES 101 Appendices A-F

5 xi LIST OF TABLES TABLE NO. TITLE PAGE 1.1 Identified Problems with the Existing System Feature Comparison of Selected Case Study Activities in Evolutionary Prototyping Workflows of Phases in Evolutionary Prototype Hardware Specifications Software Specifications System Improvements Functional Requirements Non-Functional Requirements Description of Sequence Diagrams Result from Black Box Testing Rating Scale for User Satisfaction Questionnaire User Satisfaction Questionnaire Result Conversion Strategy 91

6 xii LIST OF FIGURES FIGURE NO. TITLE PAGE 2.1 Literature Review Structure VoIP Process VoIP Termination Process Retailers using the VoIP Billing System E-Business Model Framework Product Innovation Infrastructure Management Customer Relationships E-CRM Architecture for VoIP Service Project Methodology Framework Project Development Workflow Evolutionary Prototyping Method Existing Business Model Proposed Business Model Use Case Diagram Login Use Case Logout Use Case View Customer Usage Use Case View Customer List Use Case Generate Call Detail Record Use Case Price List Use Case Fraud Control Use Case Credit Management Use Case 70

7 xiii 4.12 Manual Payment Use Case Profile Management Use Case Register Use Case Class Diagram System Architecture for Proposed System Database Connectivity Code Extractions for Adding Data Code Extractions for Updating Data Average Mean of User Satisfaction Score 88

8 xiv LIST OF ABBREVIATIONS B2B - Business to Business B2C - Business to Customer BSS - Business Support System CDR - Call Detail Record CPU - Central Processing Unit CRM - Customer Relationship Management DSL - Digital Subscriber Line E-CRM - Electronic Customer Relationship Management GSS - Gafachi Softswitch ipbx - Internet Protocol Private Branch Exchange ISP - Internet Service Provider LAN - Local Area Network NCSS - Net-Based Customer Service Systems OSS - Operational Support System PBX - Private Branch Exchange PC - Personal Computer PDA - Personal Digital Assistant PSTN - Public Switch Telephone Network SMDR - Station Message Detail Recording SME - Small Medium Enterprise SOA - Service Oriented Architecture VoIP - Voice over Internet Protocol

9 xv LIST OF APPENDICES APPENDIX TITLE PAGE A Gantt chart Project B Gantt chart Project C Sequence Diagrams 110 D Prototype of Proposed System & User Manual 126 E User Satisfaction Questionnaire 183 F Customer Management Solutions Pre-Release 186 Brochure And Feature Matrix

TABLE OF CONTENTS CHAPTER TITLE PAGE

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