What s the next big thing for telecom operators? Chances are we re already working on it.

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1 tieto.com/operators Austria, Belarus, Canada, China, Czech Republic, Denmark, Estonia, Finland, France, Germany, India, Indonesia, Italy, Latvia, Lithuania, Malaysia, Netherlands, Norway, Poland, Russia, Singapore, Spain, Sweden, Ukraine, United Kingdom and USA. The professional services company with an end-to-end view. Tieto is an IT service company providing IT, R&D and consulting services. With approximately 17,000 experts, we are among the leading IT service companies in Northern Europe and the global leader in selected segments. We specialize in areas where we have the deepest understanding of our customers businesses and needs. Our superior customer centricity and expertise in digital services set us apart from our competitors. What s the next big thing for telecom operators? Chances are we re already working on it. Tieto provides professional services and solutions for some of the world s leading telecom operators, device manufacturers, silicon vendors, network equipment providers and media companies. Our team of more than 6,000 telecom and media experts has unrivalled expertise in delivering growth, efficiency and tangible results. Tieto Aku Korhosen tie 2 6 P.O. Box 38 FI Helsinki, Finland tieto.com/operators Knowledge. Passion. Results.

2 cost-savings service delivery revenue red-hot services Take on the challenge with red-hot services. Today, the telecom business is being challenged by new entrants. Are you up for this challenge? Of course you are, since being successful is a matter of being able to put the right services on the market and having the right friends to make it work. Now, this is easier than ever before. With a strong footprint in the new cross-industry cloud-based ecosystem Tieto is the leading enabler of your value creation network. Via cross-industry and third party services provided from the Tieto Cloud, telecom companies have a launch-pad for services. customer satisfaction This enables telecom companies to accelerate time to market with smart, flexible, cost-effective services that contribute to your operation and to your profit.

3 Accelerate time to revenue! Tieto s solutions for telecom operators Tieto can help you increase your customer satisfaction, optimize service delivery, maximize service reliability and accelerate time to revenue, and deliver new revenue streams. Our global delivery model improves IT efficiency, using our extensive knowledge and network of experts. Focus on your true core business! Application and operations management There are three main drivers for buying external services for the management of IT operations and applications; saving money, improving operations, and improving business performance. Tieto s service offerings for application management are designed to address all those drivers. We commit to cost-savings, while aligning the service levels delivered to our customers business needs. This is what we call business-driven application management a strategic choice for modernisation and consolidation. Become a real-time enterprise! Unified Communications & Collaboration Tieto s Unified Communications & Collaboration solutions help your customer become a real-time enterprise. It offers Enterprise , Business Voice, Collaboration and Enterprise Portal services to help customers conduct business more innovatively and efficiently while improving productivity and decreasing costs. From the end-user perspective the business communications will enhance their experience: Mobile users will achieve the same capabilities as at the office, travel costs and time spent on meetings will be reduced and the information management quality improves. Unified communication requires cooperation in the value chain, and operators plus Tieto are a perfect fit. Operators cooperating with Tieto enjoy minimized time to market and the possibility to leverage ICT services in order to increase competitiveness. Increase revenues and reduce costs simultaneously! Customer interaction Tieto, together with world-leading partners, provides solutions in all areas of CRM; from self-care through operational CRM, to Data Warehousing and Business Intelligence. Tieto s customer-centricity-based CRM solutions help you away from an environment of multiple, disparate sales and ordering systems, and eliminate pricing and bundling inflexibility by consolidating on industry-leading application platforms. The automation of customer dialogue, which offloads the costly manual handling of calls to call centres, will significantly reduce your costs. Address the next generation of business needs! Revenue management Tieto has extensive experience of complex billing environments for all types of telecom services. Together with our partners, we can consolidate and transform your legacy on most of the industry-leading billing platforms on the market. We can help you to optimise your mediation, rating, billing, payment and collection processes mediation, rating, billing, payment and collection processes whilst improving your cost efficiency and reducing your operational complexity. Develop your business in the most effective way! Network resource management By using a system that handles network management issues via a single user interface, you become more efficient. Tieto s Network Resource Management (NRM) solutions exploit the full automating capabilities of COTS and help you to develop your business operations fast and sustainably, and it keeps your money at home. By combining legacy modules and systems with best of breed COTS we help you create a Network Resource Management system that suites your needs. Our E2E delivery is based on a plan-build-run concept and includes tools for all your essential processes, ranging from planning and documentation to contract management, network designing and network reporting. Gain a competitive edge! Service management A well-managed network is the key to gain a competitive edge, and Tieto will help you exploit the potential of next generation networks: From the implementation of customer-driven selfservices for parties interacting with the automated fulfilment processes to delivering the highest quality of service. Tieto s solution is a stepwise migration of the legacy infrastructure to a new common service-oriented architecture, resulting not just in improved customer loyalty, but also the opportunity to cross-sell and up-sell to increase revenues. By automating the fulfilment process, the IT and operational costs will be lowered. At the same time, the agility and ability to meet market and customer requirements will be improved. The time-to-market for modified or new services will be much shorter than today. Secure your quality of service and reduce costs! Service quality management Service quality management could be the number one way to compete on the market while building customer intimacy and loyalty. Smoothly interoperating services with first-class customer support is a basic requirement for your customers to adopt new types of services. Tieto s service quality management solutions are spanning the entire end-to-end process from self service, CRM, SLA and quality management to performance and fault management. Our state-of-the-art solutions will help you improve your quality of service, decrease your churn rate, reduce your operational and IT costs and improve your business agility. Our solutions for trouble ticketing and workflow management are the glue which binds the end-to-end process together. Speed up your business processes! Machine-to-Machine technology (M2M) Today, you need to look for efficiency at the same time as you try to grow. The challenge will be to do it in a stable and long-term manner. What if we told you that all of this can be achieved at the speed of light? Actually, by letting some of your business processes be automated by Machine-to-Machine technology (M2M), it can be. And as one of the world s leading service integrator Tieto can help you every step of the way. Our 360-view of M2M is unique in the market! Take advantage of Tieto s vast telecommunication experience, combined with our extensive industry expertise, putting you in pole position when it comes to exploring the upcoming machine-to-machine communication boom.

4 A leading Swedish technical consultancy was seeking a Unified Communications & Collaboration solution to improve their employees ability to work together faster, easier and more efficiently. However, a key element was missing: tight integration of fixed, VoIP and mobile telephony to meet their communication and collaboration needs. Tieto and TeliaSonera partnered to provide the customer with a single voice solution. Voice is a critical component of UCC In today s fast moving business world, IT and voice solutions must blend together in one common infrastructure, in order to be able to react to the changes that today s business world demands. Unified Communications & Collaboration (UCC) solutions are all about exchanging information both from end-users, but also on a machine-to-machine basis. This drives the need for integrated solutions where no part is isolated. Voice is a critical component of UCC, but often the least integrated part of the IT-infrastructure. Two years ago, the customer decided to invest in a Microsoft solution, including Exchange 2007, OCSR2, Mediation, CWA and EDGE servers. A year later, a key element was still missing: tight integration of fixed, VoIP and mobile telephony to meet their communication and collaboration needs. The customer was provided with a single voice solution Tieto and TeliaSonera collaborated to reduce complexity in VoIP and fixed telephone networks by providing the customer with a single voice solution. The benefits include easier collaboration, higher voice quality and helping the customer to focus on their core business by having a single service provider interfacing as the development partner. Tieto has a deep knowledge of IT for enterprise, but also a deep relationship with network equipment providers and telecom operators. One crucial component for integration is the mobile telephone, and Tieto has a unique partnership with Microsoft that enables this crucial integration both today and in the future. Combining Tieto s knowledge of IT-outsourcing with telecom core infrastructure and R&D makes it possible to build a solution that enables new functionality and supports enterprises in their UCC journey. Many enterprises are in the process of moving IT/Voice into cloud technology. We understand that this will be the way of the future, but we can also see that the need for on-site solutions will remain for some time. Regardless of which solution is best for the end customer, Tieto can work together with network equipment providers and telecom operators to build a solution that delivers value today and tomorrow. People can easily adopt new ways of working when the introduction of tools is almost invisible, meaning that there is no revolution in everyday work, merely an evolution. Results in brief: Mobile phone with fixed number as primary and only phone for 95% of employees Voice as a service from TeliaSonera IT and Workplace outsourced to Tieto Global operators customer What s the key to success in new market segments? Talk to the IT company with go-to-market partnerships.

5 Providing good service can be difficult when companies have a number of lightning-fast communication channels at their disposal when customers first contact the company by or chat and then call about the same issue, for example. If customer services have an IT solution that connects all the information and makes it easy to find, it becomes easier to give customers the right answers faster and to keep their promises of quality service. When one of Europe s leading mobile operators was looking for a solution for handling customer service operations, we created a centralised platform for customer care management using several channels. Smart service management for 30 million customers This platform dramatically enhances the ability of companies to keep promises of quality service. Customer services have access to all the facts when a customer contacts them. In addition, it becomes possible to handle a great many issues during quieter periods as well as between calls, thanks to a specially designed distribution method. Instead of placing personnel in difficult situations and customers in telephone queues, the IT platform helps to facilitate and improve customer service, ensuring there is a steady and efficient flow of problems solved and issues handled. Green light for intensified customer focus The solution shows that thousands of employees can be given immediate access to the information they need. Customer service questions and issues are dealt with quickly, with high quality and in the same order as they are received, or according to their classification and grade of priority. However, these changes are not only about supporting daily work processes and making them more efficient. In fact, implementation of the IT solution has been conducted in combination with efforts to change attitudes and behaviour, and has resulted in entire operations becoming much more sharply focused on the customer. The opportunity to map rapid changes in the process and just rapidly integrate them within the IT solution was one of the major motivating factors behind the development of the platform. Global operators customer Results in brief: Customer satisfaction index up by 25% after 6 months 3% increase in average revenue per user after 4 months Higher degree of utilisation by customer services personnel Number of promises of quality service that are kept have increased dramatically Tired of telephone queues? Talk to the IT company with all the answers.

6 A few years back everyone was planning to go digital. People, businesses and society as a whole were all looking for digital solutions to their respective needs. Tieto supported its customers throughout the digitalization process, and we are now well positioned to continue our efforts towards fully automated business processes. Today, you need to look for efficiency at the same time as you try to grow. The challenge will be to do it in a stable and long-term manner. What if we told you that all of this can be achieved at the speed of light? Actually, by letting some of your business processes be automated by Machine-to- Machine technology (M2M), it can be. And as one of the world s leading service integrator Tieto can help you every step of the way. M2M is seen as one of the big opportunities for mobile operators in search of new revenue streams, as revenues from traditional voice services become saturated. The M2M business is a low margin business, where the successful deployment of different M2M applications is a must if you are to benefit from the opportunity. This is true not only for users of M2M applications, but also for mobile operators offering M2M communication to their customers. Experience of the components in the complex M2M value chain increases the likelihood of successful deployment of M2M applications. It is also vital that telecom operators offering M2M communication can secure end-to-end competence and capabilities. We offer the necessary competence and capabilities to our customers, who include: Companies developing products and services using M2M communication Operators offering M2M communication Other businesses who consider or deploy M2M applications Our 360-view of M2M is unique in the market! Take advantage of our vast experience in serving everyone involved throughout the M2M value chain. Our 360-view of M2M is unique in the market! Leading utility company How do you speed up your business processes? Easy, let the machines do it for you. Tieto has been working with major telecommunication equipment providers, with telecommunication operators and with manufactures of mobile devices since before GSM. This telecommunication experience, combined with our long and deep industry experience, has put us in pole position when it comes to exploring the upcoming machine-to-machine communication boom. Tieto s end-to-end competence covers: Embedded wireless devices Mobile connectivity Data aggregation Back-end solutions Integration with existing BSS/OSS solutions Mobile solutions for workers and customers Customer situations Business processes

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