alcatel-lucent Smart Plan solution Professional and Consulting Services

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1 alcatel-lucent Smart Plan solution Professional and Consulting Services

2 Alcatel-Lucent Professional and Consulting Services use a unique use case-driven approach that helps maximize your investment in our Smart Plan solution. We can help you meet your business objectives faster, while lowering your overall cost of doing business. You gain the creative freedom to define, design and deploy low-cost, timesaving, revenue-generating offers, using the tools you need to reach specific customers segments. 2

3 Smartphone and mobile Internet usage are key drivers for mobile data growth. +134% SMARTPHONE SALES +32% MOBILE CONNECTIONS +129% APPLICATION DOWNLOADS +879% MOBILE VIDEO CONSUMPTION Million Milion SOURCE: Combined Industry Analyst and Alcatel-Lucent Internal Studies. INDUSTRY DYNAMICS SHAPING OUR FUTURE The world we live, work and play in is becoming more mobile, as indicated by the surge of smartphone sales, mobile Internet usage and mobile application downloads. ABI Research projects that the global volume of mobile data traffic will exceed 107 exabytes in 2017 eight times more than what s projected for As people buy more devices and use them more often, data will become the primary currency of the digital economy. However, typical mobile customers fear that they will go over their allotted mobile broadband data plan, because they cannot understand or quickly monitor their current data usage levels. A recent UK-based study revealed that about half of mobile customers don t know how much mobile broadband data they use, and most have no idea what happens when they exceed their data limits. 2 This is a golden opportunity for service providers to inspire confidence and encourage service use by enabling customers to control their mobile spending, easily understand their mobile broadband data charges and select subscription plans that suit their lifestyles. To achieve these objectives, you need to re-evaluate your voice-centric business models and network architecture, so you can satisfy the new wave of mobile broadband data needs, beyond 4G. You also need a flexible, real-time charging and policy control solution that can support massive mobile broadband data traffic as well as new business models that monetize capacity, generate new revenue and keep customers coming back for more. Worldwide Mobile Data Traffic Will Exceed 107 Exabytes in 2017, But That Doesn t Imply a Data Tsunami, ABI Research, July Managing your megabytes: How fear of data charges is driving mobile users to Wi-Fi, Pricewaterhouse Coopers LLP, February

4 SMART PLAN SOLUTION Smart Plan Mobile Apps Web Apps SMART PLAN BUILDER OCS PCRF Analytics Loyalty and Campaign Other SurePay 5780 DSC Network Loyalty (PCRF) and Customer and Campaign ICC Analytics Management Other Systems Professional and Consulting Services ALCATEL-LUCENT SMART PLAN SOLUTION AT-A-GLANCE The Alcatel-Lucent Smart Plan solution is an agile, dynamic solution that integrates easily into your existing ecosystem to help mobilize the data plan. It helps you develop tariff plans and offers that capitalize on the new demands for mobile broadband data, while stabilizing declining voice and SMS revenues. Yesterday s traditional voice users are the heavy mobile broadband data users of today and tomorrow. So you must be able to quickly roll out new service offers that reflect this reality. The Smart Plan solution helps you address this trend by developing compelling data-centric mobile broadband plans, offers and business models that increase revenue and decrease operational expenses. To help meet these business goals, the solution makes it easier for subscribers to understand, tailor and manage their own service plans. Customer demand for real-time mobile broadband data continues to grow. As mobile and fixed-mobile service providers around the world develop their LTE business models, they are changing their approach to mobile tariffs, so they have better ways to address the growing importance of real-time mobile broadband data. The Smart Plan solution can play a valuable role in this evolution. For a more detailed explanation of the overall solution and the value that it delivers, please click here. PROFESSIONAL AND CONSULTING SERVICES Alcatel-Lucent offers a comprehensive suite of professional and consulting services that will support you from the initial conception phase all the way through the deployment phase when rolling out the Smart Plan solution. As a recognized industry leader providing end-to-end network solutions, Alcatel-Lucent can leverage extensive expertise in business consulting, network integration and systems integration. These services are combined in a unique industrialized, end-to-end use case-driven framework that consists of three distinct phases: define, design, and deploy. During these three phases, Alcatel-Lucent works with your internal stakeholders, such as CxO/business owners, DEFINE product and marketing teams, network engineering and IT teams, to help define, design and deploy targeted use cases that meet your specific business objectives. DEPLOY DESIGN With this approach, you can leverage feedback across all phases of the process and capitalize on the learnings and improvement opportunities, following implementation. This helps make sure that you can continually optimize your customers experience, while maximizing your overall business results. 4

5 THE DEFINE PHASE DEFINE SmartForward Service SmartReview Service With the Smart Forward service, our experts help you assess how the Smart Plan solution could affect your overall business objectives and strategies. We work with the appropriate internal business stakeholders, helping them define and assess targeted use cases that will deliver the optimal customer experience. In addition, we will help define the appropriate metrics and key performance indicators (KPIs) that will allow you to measure the effectiveness of the overall implementation across each of the use cases. They will also provide you the ability to assess the performance results against specific operational and business objectives that you have targeted. With the Smart Review service, we conduct periodic reviews after implementation to continually evaluate the use cases and business cases. We also provide recommendations for further improvements to keep the solution working effectively. DESIGN DEFINE DEFINE Solution Architecture Svcs Technical Advisory Svcs SmartForward Service SmartForward SmartReview Service SmartReview Service DESIGN AND DEPLOY PHASES In these two phases, our end-to-end Professional Services design, customize, install, integrate, configure, test and validate the implementation of specific solution use cases for you. We can also help you configure the rules engine to meet your specific needs and to provide a personalized applications view of your subscribers. This allows rapid creation of new use cases that are flexible, extendable and easy to integrate. Design phase DESIGN DESIGN DEPLOY Solution Architecture Svcs Solution Technical Architecture Advisory Svcs Technical Advisory Svcs Integration Services Deployment Services As part of our Solution Architecture Service offerings, our solution architects evaluate your business requirements and the use cases created in the Define phase. They then develop the overall solution architecture and detailed product and network component configuration requirements to deliver them. Our Technical Advisory Service provides design guidance, along with implementation of the rules, user and network policies, and network capabilities needed to realize a more-personalized customer experience. If custom plugin development is necessary to achieve your objectives, our customization service offering can deliver a truly differentiating user experience. Deploy phase DEPLOY DEPLOY Integration Services Deployment Integration Services Deployment Services Our Integration Services allow efficient integration of your targeted use cases into your payment and charging ecosystem, such as Online Charging Systems (OCS) and Policy and Charging Rules Function (PCRF), through the Smart Plan Builder. Both custom plugin development and Integration Services focus on using the solution s pluggable framework to gain access to more contextual information. This can help you achieve even greater levels of personalization, while encouraging your customers to purchase offers that suit their particular lifestyles. Our Deployment Services include software installation and configuration of the Smart Plan Builder, mobile apps and the Dynamic Services Controller platform, along with configuration of the targeted use cases to support provisioning and deployment of your services. In addition, we perform all necessary validation activities, inclusive of producing a verification strategy, plan, scripts, proof of concept and service acceptance testing, as well as mobile client integration testing with the Smart Plan Builder. 5

6 OUR UNIQUE APPROACH HOW THE DEFINE PHASE WORKS In this initial phase, the Consulting Services team will work with your CxO, business owners, product management and marketing teams to identify the use cases that support specific business objectives. For example, a use case might be an element in a larger set of use cases that map collectively to the following business objectives: Increase the up-scope spend of your customer by X%, providing them with a real-time view of their current usage on a per-service basis. Increase the CSAT score (and/or NPS score) of your customer by Y points, providing them with the ability to better control their spend per service. Using tools and techniques supported by Bell Labs, Consulting Services maps sets of use cases to the achievement of specific business objectives. Then we determine the projected impact on those objectives. For example, the real-time view of current usage use case could be included in the following two sets of use cases (use cases 1 and 2). Business impact of use case set 1: Increase per customer spend on services D, E and F by 10 percent (estimated. Business impact of use case set 2: Reduce billing related queries to the Contact Centers by 80 percent (estimated). This information could then be used as inputs to your business case to determine the cost versus the benefit of implementing a set of use cases. The information could also be used in the postimplementation phase of the Smart Plan solution to determine whether projected business benefits are being delivered and if any use case modifications are warranted, at that time. The define phase includes the following steps: Agreement with you on key business objectives. Identification of use cases and mapping to your key business objectives. Estimation of the projected impact of your use cases on business objectives, followed by input to your business case. Measurement of the actual impact of use cases on your business objectives (that is, use case validation) and suggested corrective actions after deployment. HOW THE DESIGN PHASE WORKS After the stakeholders from the Define phase agree to proceed on a specific use case, our solution architect team works with your product management, network engineering and IT teams to design a solution for implementation. In this phase, the following elements are addressed: Impact of the use case on systems within your network, for example, the design of the interface between the OCS and the SPB, so that usage information can be transferred between the two. Identification of parameters that need to be configured in the rules engine, based on Agile Rules Technology (A.R.T.), to support the use case. This is supported by the Technical Advisory Services component within the Design phase. Design of the use case mobile app GUI customization to provide the look and feel you specify. Deployment plan development to ensure that all necessary implementation actions can be performed quickly, efficiently and with minimal disruption to service. HOW THE DEPLOY PHASE WORKS In this critical and final phase, the installation, integration, testing and deployment services are performed to implement, validate and deploy the desired changes according to the project plan. To support the implementation and subsequent launch of the targeted use cases, the following services are performed: Installation of the Smart Plan Builder (SPB) solution hardware and software. Configuration of the SPB and the Dynamic Services Controller (DSC) platform. Configuration of the rules engine based on output from the Design phase. Configuration of mobile applications to support the use case. Configuration of the interface connection between the OCS and SPB to secure linkage to the subscriber usage information. Integration of the SPB with OCS and the mobile apps. End-to-end validation of the use case. 6

7 BENEFITS Alcatel-Lucent s unique Professional and Consulting Services approach helps maximize your investment in our Smart Plan solution. For example, we can help you meet your business objectives faster, while lowering your overall cost of doing business, in the following ways: The use-case-driven approach allows you to satisfy multiple business objectives simultaneously. The customer segmentation design provides the tool you need to reach selected demographics or all customers dynamically or statistically. The Agile Rules Technology and plugin framework gives you the creative freedom to define, design and deploy low-cost, time saving, revenue-generating offers. The mobile apps will empower mobile users to manage their mobile broadband datadriven services as easily as they manage their finances using mobile banking apps today. This can also reduce the customer care costs associated with call center support. 7

8 The alcatel-lucent advantage With expertise in a wide range of technical domains, proven and efficient deployment methodologies and many years of experience with large, multi-vendor networks, Alcatel-Lucent provides an innovative end-to-end suite of Consulting and Professional Services that enhances and strengthens the core value proposition of our Smart Plan solution. It allows you to empower your users, adopt new business models and maximize customer lifetime value in more innovative and cost-effective ways. Our services will support you from conception through the deployment stages and help simplify, personalize and extend the overall customer experience you deliver. You can also visit our web site at: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2013 Alcatel-Lucent. All rights reserved. M (February)