BSS/OSS PORTFOLIO SUCCESS WHY COMARCH

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3 COMARCH BSS/OSS THE FLEXIBILITY YOU NEED IN THE DIGITAL ERA We live in a world of constant connectivity. A world where interactions happen online in real-time and where massive streams of big data are sent through mobile networks every second. Where traditional communication becomes digital and devices intelligent, reshaping people s lives globally. For telecom companies like yours this world creates new challenges. Customers want their digital services to be available anytime and anywhere, and they demand the highest quality. At the same time you have to keep costs low, service delivery times short and operations agile. To face the challenges of the digital era you need to be flexible enough to adjust to the dynamically changing reality. And you need the right business partner who can help you launch new services quickly and cost-effectively, transform operations and increase business efficiency. A partner like Comarch. Comarch is a European-based provider of complete BSS/OSS solutions for telecoms. Since 1993 we have expanded to four continents and have been continuously developing our cooperation with both global and local customers. By partnering in telecom projects globally and by actively contributing to the work of the industry standardization bodies we have gathered valuable knowledge and best practices that we share with telecoms every day. Together with our innovation potential, which has been proven by analyst companies such as Gartner, and thanks to the execution power of over 4000 highly skilled specialists we can successfully tackle even the most complex transformation project, which may lay ahead of you. We understand your business is unique. Our comprehensive BSS/OSS portfolio combines out of the box functionalities with high configurability. This enables you to shape Comarch s solutions to tailor them to your company s requirements, strategy and budget. This product strategy accompanied with a range of professional services that we can support with our own Data Centers, enables you to get the perfect solution for your business and achieve maximum efficiency while optimizing costs. Today we work with over 50 satisfied telecom customers worldwide who have trusted us with key areas of their business, including billing and customer care, service fulfillment & assurance, network management & planning, optimizing the experience of VIP and enterprise customers, as well as managing new areas of business, such as M2M, cloud and digital service enablement. The success of our customers translates to our success and enables Comarch to grow, develop and foster innovation together with telecoms worldwide. Choose Comarch to be your partner in the digital era. Let s shape the world of communications together. WHY COMARCH SUCCESS INTRODUCTION 3

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5 We greatly appreciate the flexibility of Comarch s solutions that are tailored to fit our specific requirements. The company s understanding of telecom business, combined with the commitment and domain knowledge of its specialists, convinced us that by partnering with them we can successfully face the challenges of the OSS transformation project we have planned, which is why we decided to select Comarch for long-term cooperation Juan Manuel Caro Bernat, Director of Operations & OSS at Telefónica S.A. WHY COMARCH SUCCESS INTRODUCTION 5

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8 COMARCH BSS/OSS PRODUCT MAP Comarch s widely developed activity, both in Poland and abroad, is the strongest confirmation of the high quality of our products that cover all strategic areas of the TMF Telecom Applications Map (TAM). Comarch offers a comprehensive set of BSS/OSS tools that address the critical activities of fulfillment, assurance, billing and operational support and enable communication service providers to create and secure new revenue streams and differentiate from their competitors. STRATEGY, INFRASTRUCTURE & PRODUCT PRODUCT MANAGEMENT SERVICE MANAGEMENT RESOURCE MANAGEMENT NETWORK PLANNING & DESIGN SUPPLIER/PARTNER ENTERPRISE PRODUCT CATALOG SERVICE CATALOG OPERATIONS SUPPORT & READINESS MARKET / SALES MANAGEMENT CAMPAIGN MANAGEMENT CUSTOMER MANAGEMENT COMMONS CONVERGENT BILLING DATA ANATYTICS & MONETISATION SERVICE INVENTORY MANAGEMENT NETWORK INVENTORY MANAGEMENT AUTO-DISCOVERY & RECONCILIATION CUSTOMER CARE COMMISSION & INCENTIVE OSS PROCESS MANAGEMENT CONFIGURATION MANAGEMENT DATA ANATYTICS & MONETISATION FULFILLMENT ASSURANCE BILLING CUSTOMER ORDER MANAGEMENT SERVICE ORDER MANAGEMENT SERVICE FULFILLMENT SERVICE ACTIVATION FIELD SERVICE MANAGEMENT OSS MEDIATION SELF CARE CORPORATE SELF CARE COMMONS CUSTOMER CARE SERVICE CONTROLLER MODULE SLA MONITORING CUSTOMER EXPERIENCE MANAGEMENT SERVICE QUALITY MANAGEMENT PERFORMANCE MANAGEMENT CUSTOMER LOYALTY MANAGEMENT SERVICE MONITORING LOGISTICS FAULT MANAGEMENT BSS MEDIATION INTERPARTNER BILLING CONVERGENT BILLING & SERVICE CONTROLLER MODULE VOUCHER & TOP-UP MANAGEMENT APPLICATION INTEGRATION INFRASTRUCTURE APPLICATION INTEGRATION FRAMEWORK 8

9 Comarch has a strong product road map and vision that address key CSP initiatives, such as over-the-top (OTT), M2M and industry verticals, to grow revenue and improve operational efficiency and customer experience. Magic Quadrant for Operations Support Systems, Gartner, 2014 WHY COMARCH SUCCESS 9

10 BSS PROPOSED ARCHITECTURE Customer Care Product Catalog Service Catalog Devices and Assets Convergent Billing Self Care Service Order Networks InterPartner Billing Corporate Self Care Campaign Customer Order Business Process Voucher & Top-Up Field Service Network Systems Logistics Service Activation Commission & Incentive BSS Mediation Customer Loyalty Commons Customer Information Product Inventory Reporting Agreement Security Administrative Services Housekeeping Service Controller Module Clouds Partners Enterprise Systems M2M B2B / B2C Content, IoT Existing systems Application Integration Framework 10

11 OSS PROPOSED ARCHITECTURE Service Resource STRATEGY, INFRASTRUCTURE & PRODUCT Network Planning & Design Service Catalog Other Systems (BSS, Trouble Ticketing, etc.) OPERATIONS SUPPORT & READINESS Service Inventory 3rd party system Network Inventory Auto-Discovery & Reconciliation OSS Process FULFILLMENT Configuration OSS Mediation Network Environment NMS/EMS Service Order Service Fulfillment Service Activation Field Service Physical devices Service Quality Performance ASSURANCE SLA Monitoring Customer Experience Service Monitoring Fault Reusable Components Authentication Service Reporting Service OSS Console System Repository & Configuration Notification & Escalation Service WEB Console WHY COMARCH SUCCESS 11

12 SALES & CUSTOMER MANAGEMENT CRM for Telecoms a set of tools that enable you to manage your customer data, marketing and sales campaigns, managing post-sales logistics, as well as managing customer loyalty & engagement programs Self-Service Tools let you provide a convenient always-on communication channel for your customers, while lowering the cost of customer service; the solution features Comarch SelfCare for retail customers and Comarch Corporate SelfCare for your B2B segment; the solution can also be extended with an eshop functionality that connects the SelfCare system to your ecommerce tools B2B Offering is designed to shorten time to market for services offered to enterprise customers including small and mid-sized companies, as well as multi-national corporations; the solution encompasses the whole process of delivering services in a B2B model, from order capture through to service activation and billing Sales Channel helps you manage and monitor your sales processes (such as gathering orders by field salesforce or calculating commissions for your sales teams) 12

13 CRM FOR TELECOMS Sell more services and build new ones according to client needs thanks to having comprehensive information about your customers presented in a single, 360-degree view Lower customer service costs by automating sales, marketing and customer care processes Respond promptly to incoming orders and inquiries and offer personalized products Comarch CRM for Telecoms user interface Plan, execute and track your marketing campaigns with an additional Campaign module Handle the full acquire-grow-retain customer lifecycle with the integrated functional modules including: Campaign, Contact, Sales, Order, Service & Support, Customer Data Extend the system with Comarch Loyalty, for comprehensive management of loyalty programs for individual and business customers WHY COMARCH SUCCESS 13

14 SELF-SERVICE TOOLS SELF CARE Improve customer experience by offering a convenient, always-on communication channel Lower the costs of customer service by giving your customers self-management tools Enhance your marketing and sales with a direct marketing platform and sales channel Provide your customers with an opportunity to manage their profiles, bills, payments and service subscriptions directly through a user-friendly online portal Can be extended with an eshop functionality to enable you and your customers with access to ecommerce tools and offerings 14 Comarch Self Care user interface CORPORATE SELF CARE Enable your customers to browse electronic invoices, edit their data and order services through a convenient online portal Offer your business customers the opportunity to manage and control telecom expenses, set rules and spending limits for employees and receive notifications when the limit is exceeded Establish virtual hierarchies and delegate responsibilities for managing costs and services to middle and lower management Empower your business customers with online ordering, data management and reporting Let your business customers easily report problems thanks to a trouble ticketing functionality

15 B2B OFFERING MANAGEMENT Efficiently manage your B2B relationships with customer care tools specifically designed for managing processes related to multinational corporations and big enterprises, as well as SMBs Shorten the time-to-market for B2B services, by centralizing the order capture interface, order management, and product offering management and by implementing an integrated product and service catalog Save costs by automating fulfillment processes and implementing intelligent, catalog-driven service fulfillment Reduce the workload and cost of B2B customer service by offering a self-service portal for enterprise customers Easily manage multi-channel sales by linking all sales channels to the same product catalog and order management tools Provide product variant offerings for SMBs, as well as customized solutions and offerings for MNCs and enterprises Link your sales strategy with real technical capabilities by streamlining communications between the customer, service, and network layers Offer superior customer experience to business customers with next generation tools for service assurance and customer experience management Proactively monitor and analyze the quality of B2B services to solve any service problem before the customer issues a complaint Manage and monitor SLA agreements in the context of actual products (as sold to customers) WHY COMARCH SUCCESS 15

16 SALES CHANNEL MANAGEMENT COMMISSION & INCENTIVE Easily optimize and extend your commission-incentive systems, for any point of sale type Manage multi-channel sales networks and implement individual commission rules Influence dealer s behaviors and individually approach them based on their performance Freely create reward models that associate remuneration with the achieved goals Analyze sales data, commission events and goal achievement Efficiently calculate commissions and distribute information quickly Automate commission settlement as a result of revisions to the sales data COMARCH EXTERNAL SALES MOBILE APP (CESMA) Speed-up order processing by enabling sales to register new contracts directly from their mobile device, in both online and offline modes Automate your order processing to make it error-free Conveniently introduce new service orders and service changes using mobile devices Easily check service availability, based on your network infrastructure in a specific location, to instantly inform customers, which services they are able to order Integrate with CRM to browse full customer data at any time and to automate order handling and service fulfilment Automatically send information about the necessary installation visits to Field Service systems 16

17 BILLING & CHARGING Smart BSS an end-to-end, compact BSS/CRM platform for communications service providers; a perfect choice for Tier 2 operators, cable / satellite TV providers, ISPs or MVNOs, the system offers low TCO and short implementation times; Tier 1 operators will find it useful for managing particular areas of their business, such as M2M or vertical-specific services Convergent Charging & Billing enables you to charge customers for any type of service in real-time, give your customers more control over their services and develop new business models in cooperation with partners InterPartner Billing enables you to exchange settlements and invoices, and share revenue / costs with other service providers; includes revenue sharing, interconnect, roaming billing and wholesale settlement functions WHY COMARCH SUCCESS 17

18 CONVERGENT CHARGING & BILLING Use a single, flexible and accurate tool for billing, charging, rating, invoicing and collection, regardless of the type of customer, market or service Handle all kinds of prepaid and postpaid services (and service bundles) in a unified manner and in real-time including B2B, Cloud, M2M or IoT offers Issue charges based on multiple factors (e.g. time, bytes, event content) at any given time Give your customers greater control over their services with selfmanagement Build personalized offers for your individual and business customers (using the built-in product catalog) and let them negotiate price plan details Ensure better control over service usage for a specific subscriber / group of subscribers thanks to real-time session control, credit / balance control, monthly data quotas etc. Extend your offer with various discounts, from the simplest to the most sophisticated ones Handle any kind of multi-sided business models, including cooperation with content providers, OTTs, application providers, MVNOs or companies from various industry verticals

19 Data Access & Repository Data Processing Product Instances Product Managers Product GUI Product Catalog Manager, Product Inventory Specification & Offering Sales Support Product Catalog Product Offering Product Specification Distribution Channel Product Promotion Product Offering Price Product Lifecycle Product Information Publisher IT Customer Information Billing Account Customer Financial Data Reports Rating & Pricing Processes Product / Service Rating Online Charging Billing Managers System GUI Convergent Charging & Billing Business Process & Workflow Resource Price Pricing Algorithm Rating Element Bill Calculation Fixed, Cable Billing Processes BSS Mediation Reporting Receivables System Configuration Output Definition Customer Bill, Collections Transactional Document Production Multi-Service Network IP, IMS, NGN Back Office Customer GUI 2G, 3G, 4G Collection Billing Inquiry Dispute & Adjustment Service Usage Applied Customer Billing Rate Output Formating Bill Format / Render Comarch Convergent Charging & Billing - solution architecture ESB / Integration Bus Existing Systems of the Operator DMS Archive Inventory MNP Payments G/L Data Warehouse Printing Central Log Manager Process Scheduler WHY COMARCH SUCCESS 19

20 SMART BSS A perfect choice for Tier-2 and Tier-3 telecoms (Tier-1 operators can also use it for managing specific lines of business (such as M2M) or services targeted at various industry verticals) Optimize operational costs by using a single platform that combines CRM, billing, charging, product catalog, and service activation Charge, invoice and bill any service, in both pre-paid and post-paid models real-time rating Manage your settlements with business partners charge and invoice third-party services Easily create various product types, offerings, and specifications builtin product catalog Shorten time to market for new services via simplified order management processes Get full information on your customers thanks to a compact CRM module Provide your customers with a self-care portal branded in line with your visual identity, which can be extended with a web-shop functionality (for self-registration or upselling) Communicate with your customers easily through a built-in messaging functionality Run mass processes for invoicing, dunning, reporting and customer communication Adjust the system interface to your preferences with configurable dashboards Run all the kinds of required reports with easy-to-use, built-in report and diagram templates

21 Marketing Managers IT Administrators Administration Console Product Mass Processing CDR Processing Product Managers Configuration Reports Product Catalog Payments Payments Back Office Call Center Customers IT managers Customer Subscription Payment Gateway CRM Smart BSS Rating & Re-rating XEE Integration Layer Bank SMTP servers ERP Trouble Ticketing Ordering Inventory Financial & Accouting External Systems & Network Elements Comarch Smart BSS solution architecture Credit Check Account Online Ordering Discounting Self Care Invoice download Trouble Ticketing Reference data SOAP Meta Data Transactions Audit Data Network WHY COMARCH SUCCESS 21

22 INTERPARTNER BILLING Easily manage relations with national and multi-national business partners, including contract management, storing partner data and history, dispute management and order handling Empower your business partners with self-management thanks to a Partner Self Care portal Efficiently manage settlements and benefit from reconciliation (automated or manual), handling of financial documents and invoices, and on-behalf settlement / invoice generation 22 Telco Partners Operator s Subscriber Partner Rating & Billing Interconnect Usage Date Operator s Network Routing Optimization Prices & Prefixes Share funds / costs accurately with many different service providers and partners and offer retail products in the wholesale model thanks to a Revenue Sharing functionality Manage agreements and partners thanks to Interconnect Billing with advanced rating settlements reconciliation and least-cost routing Manage your wholesale settlements with advanced, high InterPartner Billing Interconnent Billing Revenue Sharing Settlement Reports Reconciliation Telco Partner s Subscriber Comarch InterPartner Billing solution architecture performance billing, management of bilateral agreements, routing optimization, integrated trading functionality, and automatic network configuration management Settlement Reports Partner Self Care Roaming Partner s Administrator Voice and Non-Voice Services

23 SERVICE DESIGN & FULFILLMENT Next Generation Service Fulfillment helps CSPs automate their service Fulfillment & delivery processes, regardless of the kind of service or the technology used to provide it; it is suitable for any type of convergent services, including content-based ones delivered by partners, via service components easily integrated into the service catalog Product Catalog simplifies your IT architecture and speeds up new product launches by providing a single place for managing your product catalog and product lifecycle management Field Service schedules, staffs, manages, and supports field workforce; it automates tasks-resource matching based on technician calendar availability, skills, location and configurable scheduling criteria Order automates the end-to-end ordering process, starting from customer order capture, through service, network provisioning and activation to billing the customer WHY COMARCH SUCCESS 23

24 Comarch Next Generation Service Fulfillment (NGSF) helps CSPs automate their service fulfillment and delivery processes, and reduce time to market thanks to employing the catalog-driven fulfillment concept. NEXT GENERATION SERVICE FULFILLMENT NGSF is an important enabler for launching digital services delivered in sophisticated value chains. Thanks to catalog-driven orchestration, NGSF Cut costs of operations, by automating the complete service fulfillment enables quick introduction of new services delivered on top of existing technological Become silos. truly This allows customer-centric for step by step transformation the solution programs inspires a shift of the core & delivery process: without the inventing need for the huge customer up-front service, investments modeling that would it and normally then be required competence for the complete from redesign network of operations the existing to IT customer ecosystem. service innovation orchestrating network operations The solution assumes building services from pre-defined components managed Shorten in the service product catalog, lifecycles thus reducing thanks time-to-market to basing the service for new fulfillment Reduce time services to market and enabling for new CSPs services to quickly by launch building and new deliver ones new from offers, maintaining process a high level on a of central innovation product of their & product service portfolio. catalog It supports pre-defined the components, complete service which fulfillment boosts the process: creativity inventing of product the customer / service service, modeling it and then orchestrating network operations. managers Easily incorporate partners services into your product portfolio The system is based on the TMF SID:CFS-RFS-R model, as a result system operators can easily define new services directly in the service catalog, without having to understand the technical aspects of the employed SOA technology. Bridge the gap between the service offerings and network Minimize maintenance costs thanks to easy step-by-step consolidation capabilities, thanks to centering the service fulfillment process around the of many vertical OSS systems to a horizontal platform The Solution integrated product & service catalogs The solution can be pre-integrated with Comarch Network Inventory and Comarch Configuration, for better capabilities in the area of drilling down into the resource model and orchestrating resource configuration management. CUSTOMER NETWORK SOLUTION COMPONENTS Customer Facing Services Resource Facing Services Resources SERVICE FULFILLMENT CRM Capture customer needs Identify what technical services are required Allocate resources Managing service fulfillment and assurance SERVICE ASSURANCE CRM Calculate customer service impact Identify impacted technical services Identify faulty resources 24 Comarch Service Order Comarch Service Fulfillment Comarch Service Catalog

25 PRODUCT CATALOG Save time and costs by managing your offers and product specifications in a single place Shorten time to market by speeding up product launches Improve the quality and consistency of product offerings, thanks to the central rules repository and evaluation, as well as a unified interface for order capture for all sales channels Order Customer Order Orchestration Customer Order Distribution Customer Order Tracking & Customer Order Lifecycle Service Catalog CFS Specification CRM Order Capture Product Offering Manager Sales Network Manager Product Specification Manager Pricing Algorithms Specification Manager Service Catalog and Fulfillment Product Lifecycle Service Fulfillment Execution Self Care Efficiently manage product designing, defining, publishing and terminating processes thanks to a product lifecycle management functionality Integrate the system with your BSS/OSS environment, including legacy tools Sales Channels Order Capture Product Catalog Product Information Publisher Product Information Repository Pricing Algorithms Billing System Dealer Care Order Capture Designer Publisher Sales Support Cart Manager Recommendation Engine Quotation Engine Product Configurator Comarch Product Catalog solution architecture Product Inventory Product Instances 25 WHY COMARCH SUCCESS

26 FIELD SERVICE MANAGEMENT Optimize costs of field service thanks to well-informed allocation of resources, based on their current physical location and competences and save on fuel costs with optimized route planning Decrease dispatcher workload and reduce the use of phone and paper by providing your field engineers with remote access to the system via FSM Mobile SVT (signal quality check) Truck Roll Closure (for closing work orders remotely) Field Techs Dispatchers 3rd Party Fulfillment Partners WB CSRs WB Order Service (new customer order entry app) Convergys Infinys (orders for existing customers) XML Agent FSM Orders and Tasks Resources Time Boost sales by offering the customer additional services during a technical visit Improve customer satisfaction as a result of heightened service efficiency Increase revenues and shorten time to market by increasing the number of installations / day and ensuring service activation in real-time Provisioning (Conexon) Comarch Field Service - solution architecture 3rd Party Fulfillment Partners Fulfillment Partner System 1 Fulfillment Partner System 2 Fulfillment Partner System 3 Order API FSM Inventory Reporting. Automatic Dispatcher 26

27 ORDER MANAGEMENT Automate the end-to-end ordering process: starting from customer order capture, through service & network provisioning and activation to billing the customer Shorten the time-to-market for new products and services thanks to a solution built around a pre-integrated product and service catalog, which serve as a single place for defining products Product Catalog (CIM, Product Inventory, Billing ) Other Systems Application Integration Framework Product Order Specifications Comarch Order solution architecture Capture customer needs based on the defined product offering, customer credibility checks etc. using the Customer Order module Monitor and manage service delivery processes, by translating customer service orders into technical orders, provisioning and activating services and networks with the Service Order module Order Capture Order Order Entry Adapter Order Handling & Tracking Porting Transaction Manager Application Integration Framework Service Activation Order Repository WHY COMARCH SUCCESS 27

28 NETWORK & SERVICE ASSURANCE Fault monitors all existing elements of the network, displays and efficiently tracks alarms. It helps operators effectively manage network problems and solve issues that are at the root of network faults Next Generation Service Assurance enables to monitor complex services, automatically find problem root causes, and enrich events with advanced information (such as business impact calculated with the use of an external system s information) Customer Experience provides insight into customer aspects of service management, playing the overarching role for service monitoring, SQM and fulfilment metrics Service Quality enables monitoring of service quality by leveraging the translation of resource centric KPIs into customer service centric KQI based on service inventory and service catalog data and TMF: CFS-RFS-R model 28

29 FAULT MANAGEMENT Achieve a 90-percent reduction of the number of alarms that require manual processing Cut costs by increasing alarm processing automation and centralizing network monitoring for a geographically and organizationally complex network Pro-actively manage customer experience by eliminating / reducing the impact of network faults on customer services and detecting / solving problems as early and fast as possible 3rd Party Systems Customer Care SLA Trouble Ticketing (OSSPM) Service Impact Events Impact Events EMS Regular events Service Monitoring Fault Known-Event DataBase Mediation Device Qualified Events Events Efficiently monitor converged multi-technology, multi-vendor networks Pre-integrate with Comarch Network Inventory for network topology-based alarm correlation Browse alarms in logical, geographical and floor plan visualizations Firefly Correlation Engine Unknown Events Low Level Events OSS Mediation Service Affecting Events Mediation Device Event Sources NMS 3rd party Topology and Hierarchy Data Correlation Rules Filtering Rules Comarch Fault - solution architecture Inventory 29 WHY COMARCH SUCCESS

30 NEXT GENERATION SERVICE ASSURANCE Automate service assurance processes. correlation and automation of manual processes of NOC and SOC teams Improve service quality and customer experience thanks to pro-active. Shorten problem resolution times thanks to advanced alarm reduction & monitoring of service performance KPIs based on integrated Service Quality 30 3rd Party Systems Customer Care SLA Monitoring Trouble Ticketing Service Monitoring (service impact calculation) Regular events Fault Known-Event DataBase Qualified Events EMS Firefly Correlation Engine Unknown Events OSS Mediation Events Event Sources NMS 3rd party Comarch Next Generation Service Assurance solution architecture Automatically find problem root causes, and enrich events with advanced information (such as business impact calculated with the use of an external system's information) Assign priorities to tasks based on business criteria (SLA violations, impact on VIP customers etc.) thanks to an automated business impact analysis Next Generation Service Assurance Common Operators GUI Proactive TCE Treshold Crossing Events Service Model & Propagation Rules Correlation Rules Filtering Rules Events Service Quality KQIs Network Probing Raw Statistics OSS Mediation Network KPIs Network Performance Systems

31 CUSTOMER EXPERIENCE MANAGEMENT Improve customer experience by managing your network based on customer experience priority the system automatically identifies network problems which translate to actual customer experience issues and shows their impact on customer services Avoid over-investing in those network problems that do not translate to immediate customer experience issues Bridge the BSS/OSS gap by providing your CRM with an insight into customer service quality Comarch OSS Console KPI + Customer Data Raw KPI + Customer Data File Collection (Mass Load) Comarch OSS Web GUI SQM Engine Statistical KPI + Customer Data Aggregated KPI + Customer Data PM Engine Reporting Service Complex KPI + Customer Data SQM Data Integration Layer SQL Collection SNMP Collection Streaming Collection (Mass Load) CLI Collection Pro-actively manage customer experience and service quality detect customer service incidents, before a customer issues a complaint, and provide the customer with detailed information about the service restoration processes, which have been already started Calculate the impact of network problems on customer service (a trustable tool for customer experience management) NGSA Event forwarding File Collection Mediation CEM Engine Network Inventory Resources Services Comarch Customer Experience - solution architecture ETL for CEM SLA Database Customer Database 31 WHY COMARCH SUCCESS

32 SERVICE QUALITY MANAGEMENT Become pro-active in managing service quality by preventing customers from experiencing service problems, thanks to trend analyses and prediction capabilities pre-integration with NG Service Assurance delivers QoS threshold alarm mechanism, which allows alerts to be raised early enough to prevent customer incidents Get an insight into your customers perception of service quality and prioritize network performance management based on the forecasted influence on customer experience, thanks to leveraging service models provided by pre-integrating the system with Service Catalog and Service Inventory 32 Comarch OSS Console SQL Collection Comarch OSS Web GUI SQM Engine Easily monitor and manage the quality of digital services delivered through complex value chains, implemented on heterogeneous multivendor, multi-domain networks and delivery platforms serviced by partners Improve the correlation between your network and services find the underlying root cause / network KPI for each customer issue and identify network bottlenecks Reporting Service KPI Statistical KPI Complex KPI SQM Data Integration Layer (ETL Engine) SNMP Collection CLI Collection File Collection Mediation NGSA Comarch Service Quality solution architecture Event forwarding

33 RESOURCE PLANNING & INVENTORY Next Generation Network Planning a fully integrated, multi-vendor, multi-technology mobile network management platform that enables you to plan and upgrade your network, according to your customers perception of their services Network Inventory enables modelling links, configuring equipment, address assignment and control, resource numbering and preparing reports Service Inventory enables managing the network from a service perspective, supporting both fulfilment and assurance processes Configuration enables to automate network configuration management and can be implemented as part of a broader solution for network planning and upgrading (Comarch NG Network Planning) WHY COMARCH SUCCESS 33

34 NEXT GENERATION NETWORK PLANNING Comprehensively and efficiently manage network planning, expansion and optimization processes (the system supports GSM/UMTS/ HSPA/LTE technologies in the mobile domain, as well as IP, MPLS, SDH and PDH in the fixed domain) Optimize and simplify the network planning process thanks to a comprehensive view of current network configuration, as well as planned modifications; have your physical and logical elements, as well as network performance data integrated in a single, common inventory database Cut operational costs due to integration of industry standard tools into one ecosystem featuring automated synchronization mechanisms 34 3rd Party Systems Automation Engine Inventory Process Northbound Interfaces Next Generation Network Planning RAN Module Automated Configuration Auto Discovery & Reconcilliation Fixed Access Network Easily manage the configuration of your network thanks to a configuration management module Avoid over-investing in your network the system exchanges data and alarms with SQM/CEM tools for quality-driven triggering of optimization processes Make your network ready for future technologies model alternative Transport Network Module Core Network Module Core Network RAN Network Network Environment scenarios for the simulation of SON mechanisms Fixed Access Network Module Network Provisioning Transport Network Additional Modules Geographical Visualization Reporting Comarch Next Generation Network Planning - solution architecture

35 NETWORK INVENTORY Reduce operational costs by efficiently managing network resources for your multi-vendor, multi-domain network (mobile, fixed, RAN, copper, fiber, cable based etc.) and optimizing their utilization Improve control over your network resources view complete information about your network resources together with their current, historical and future (network planning) state Browse your network resources in a multi-layer information model, and benefit from a consistent view of the network without an information overflow Services Resources Integrated network & service Inventory Manage changes in the network efficiently keep the stored information up-to-date with the changes occurring in the network using the auto-discovery and reconciliation module Calculate charges for inventory products and services (e.g. equipment, locations, connections, capacity) with inventory-based billing the module also enables to calculate charges for services leased from another operator (vendor) and resold (with profit) to customers, and to generate invoices WHY COMARCH SUCCESS 35

36 SERVICE INVENTORY Bridge the gap between the network and the services, thanks to pre-integrating the system with Product Inventory and Network Inventory; correlate services with matching network resources thanks to a top-down and bottom-up view of your network and services Improve customer experience by easily calculating the impact of network-related problems on customer services and propagating alarms, as well as facilitated service monitoring and service quality management processes RFS Template RFS Resources Service Template CFS Service Inventory concept Gain better control over the costs of network development and maintenance Improve the execution of service orders regarding updates and / or termination thanks to the information about existing services Shorten time-to-market and lower costs of delivering new services to the customer by pre-integrating with Service Catalog (service fulfillment automation) Product SLA Customer 36

37 CONFIGURATION MANAGEMENT Save costs of network operations thanks to automating the process of managing the configuration of a multi-vendor, multi-domain network Configure both mobile and fixed networks in one system, enabling efficient Fixed-Mobile Convergence and eliminating technological silos in your IT architecture Easily configure vendor-specific network elements by pre-integrating with Network Inventory Configure CM Planning Tool + Inventory Shorten the planning to configuration management process by automating the translation of high level network planning to vendor specific reconfiguration Make sure you are ready for future network technologies by using flexible network modelling mechanism and configuration templates Shorten the time needed to provide good customer experience for Plan OMC network-based services by pre-integrating the system with NG Network Planning, which enables implementing a closed-loop process: plan, upgrade, verify, re-plan Reconciliation The configure-plan-verify closed-loop cycle Verify WHY COMARCH SUCCESS 37

38 BROADBAND & DATA MONETISATION Digital Services Platform a partner collaboration and service management platform that enables you to comprehensively manage all kinds of services (including IoT / M2M or Cloud) and the process of collaboration between partners involved in the service creation process; it lets you manage service assurance, service integration, partner onboarding etc. M2M Platform enables mobile operators to provide Managed Connectivity in multi-national, multi-operator environments; the system lets you target various industry verticals, including: automotive, consumer electronics, FMCG, energy & utilities, finance & banking, healthcare, manufacturing, public services, security, as well as transport & logistics MVNO/MVNE Platform is an end-to-end solution composed of Comarch BSS Products that support all the crucial business processes of a Mobile Virtual Network Operator, including billing, product management, service fulfillment and customer management (CRM / Self Care) Data Analytics & Monetization enables you to collect data (real-time and historical) from mobile devices and predict your customers future behaviour based on its analysis; this in turn lets you build personalized offers based on real customer needs, as well as generate new revenues by delivering anonymized data to third parties in various industry verticals, thus enhancing their marketing efforts 38

39 DIGITAL SERVICES PLATFORM Manage all kinds of services involving various components, partners, and capabilities (such as M2M / IoT, Cloud, IP, ehealth, Rich Media or Financial services, as well as telecommunications services) and ensure their highest quality (service assurance) Play an active role in various industries such as Smart City, Automotive, Healthcare, Electricity and many others Handle the collaboration process between the partners responsible for delivering various services, service components and capabilities (connectivity, IT services, branding, customer support, etc.) Streamline the process of service integration by efficiently distributing tasks between appropriate partners and departments Control your services and money flows between the involved parties Generate new sales opportunities by exposing your own capabilities and assets to partners (such as billing capability, your local brand, customer service etc.) Create and publish your own services in the marketplace and wait for the right partners to apply for cooperation or explore the proposals of potential partners, based on precise criteria Automate the process of service and partner onboarding with readymade, automatically generated configuration receipts for systems such as billing, order management or API hubs Offer your partners a possibility to collaborate with one another through the platform and create services together WHY COMARCH SUCCESS

40 Partners App Stores Developers Automotive Apps Smart City Apps Transportation Apps Cloud Services Payment Providers Service Capabilities Partners Collaboration Digital Marketplace Existing Systems and Capabilities Network, Infrastructure Service Providers / Operators Provider of Integrated Services Digital Services Platform Service Service Onboarding Service Assurance Service Inventory Value added: Brand Customers Access to market Comarch Digital Services Platform - solution architecture Integrated Services Customers 40

41 M2M PLATFORM Provide Managed Connectivity in multi-national, multi-operator environments using a single tool for managing all your M2M services and SIM cards (in bulk mode) Target various industry verticals with M2M offerings Scale the solution as your M2M business grows basing the solution on modular architecture makes it possible to upgrade the platform in the future as your business evolves Handle any type of M2M service, transaction and pricing model, thanks to an efficient built-in billing functionality and a charging module that can process vast amounts of data Easily manage all relations with business partners and customers using a built-in CRM module and let your customers manage M2M connectivity, their subscriptions and profiles in real-time on any device, thanks to a built-in multi-lingual online self-service portal Keep costs in check and ensure your KPIs are met thanks to Comarch M2M Managed Services, including implementation, integration, day-to-day operations and hosting; benefit from cooperating with experienced M2M operations specialists Ensure high quality of your M2M services thanks to a built-in connectivity monitoring module, detailed usage and performance reports and automated alerts and offer your M2M customers services with controlled QoS (quality of service) and bandwidth, thanks to M2M-specific policy management and AAA Build personalized offers for customers and partners and tariffs combining various service bundles thanks to flexible pricing and billing suitable for both prepaid and postpaid services (e.g. pay-per-use tariffs) Perform real-time session control and charging, using the triggers & actions module WHY COMARCH SUCCESS 41

42 IT Systems of M2M Partner Existing Systems DWH Accounting Logistics Interface Front end Layer Back end Layer Operator - Account Manager M2M Dashboard Trouble Tickets Billing & Revenue Sharing SIM Inventory Network Operator - CSA CRM - Partner Reports BPM Monitoring AAA Connectivity Operator - Marketing M2M Platform Order Statistics Invoicing Product Catalog Online & Offline Processing Comarch M2M Platform solution architecture M2M Devices M2M Partner Admin Self Care SIM Provisioning B2B Gateway - web services 42

43 MVNO/MVNE PLATFORM MVNO Launch your MVNO business in a very short time (even within 60 days) thanks to pre-configured sets of dedicated processes and scenarios Achieve higher ARPU (average revenue per user) and larger market share thanks to pre-paid / post-paid convergence and increased availability of services Improve customer experience by offering unique, personalized tariff plans and building unique products using the product catalog and convergent billing modules Easily build and maintain customer relations with CRM and Self Care modules Increase automation of everyday operations and save costs by easily integrating the system with the existing IT environment (cash, ERP, accounting and sales systems) Benefit from a managed services model, shortening time-to-market and optimizing infrastructure costs (integration with the MNO network, direct support during negotiations with the MNO, configuration of specific business processes and applications) MVNE Extend your business by hosting multiple MVNOs on a single platform and servicing them simultaneously Launch a new MVNO fully within 60 days Individualize pricings and define competitive marketing strategies for each MVNO using convergent billing with a personalized product catalog Empower MVNOs with CRM functionality Easily change and individualize business processes and adapt them to your MVNOs needs Implement the solution in a managed services model to shorten time-to-market and optimize infrastructure costs WHY COMARCH SUCCESS 43

44 DATA ANALYTICS & MONETIZATION Gain a 360 customer view by automatically gathering and processing data collected from beacons, mobile devices and other data sources in real-time Deliver exactly what your customers need thanks to a the recommendation system that translates data into high-quality personalized offerings and determines the next-best action Combine real-time and historical data to produce actionable predictions about future customer behaviour (content-based filtering and collaborative filtering) and adjust your marketing campaigns and product offerings Sell the analysed data in a form of general statistics about customer segments to third parties, who can use it to enhance their sales and marketing efforts Win new sales by empowering cities, advertising agencies and service providers with heat maps, aggregated data and real-time information about human flows and behaviours Prevent churn and strengthen customer loyalty thanks to event-based customer behaviour analysis Implement real-time precision marketing based on the analysed data, using various communication channels such as SMS, s and mobile apps, to ensure high customer satisfaction Detect and reach inbound and outbound silent roamers in real-time thanks to outreach messaging, behaviour analysis and direct offerings Be part of the Smart City revolution support cities with behavioural and location-based data that can help them plan street and transport networks, manage power supplies, increase safety with intelligent monitoring systems or adjust the grid and location of cash machines, bars, petrol stations etc. to the actual demand of the inhabitants 44

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46 PROFESSIONAL SERVICES BSS/OSS Transformations end-to-end handling of even the most complex, multi-country transformations ensures simplification and standardization of processes and systems according to TMF Frameworx End-to-end Project Delivery covers requirement analysis and solution design, system implementation and integration, migrating data, delivering comprehensive maintenance and support, as well as thorough training for system administrators and users Business Consulting we work with your experts to optimize and automate business processes in your company and increase effectiveness in OSS and BSS areas, by eliminating redundancies and rethinking IT architectures Managed Services help you improve business process efficiency and decrease costs without compromising on process quality 46

47 BUSINESS CONSULTING Supporting telecommunication business transformations by optimizing processes and improving the efficiency of your overall business and IT environment with specialty in: Network Planning & Design, RAN Optimization, Umbrella Configuration, Service Fulfillment Automation, Consolidation of Product and BSS/CRM Breaking down operational barriers increasing enterprise performance and agility, process integrity, TCO optimization and simplifying integration within IT and business domains Maximizing the business benefits of implementing Comarch software WHY COMARCH SUCCESS

48 BSS/OSS TRANSFORMATIONS Strategic advice in the field of consolidating OSS/BSS and multicountry operations, optimizing resource management and business processes related to new technology rollouts and current market needs Transforming your corporate/business customer market by offering Unified Communications and meeting the needs of flexible contracting and self-service across multi-country organizations; this also includes ensuring a unified experience across multi-technology, multi-service offerings Turning BSS into a new business enabler (Cloud, M2M, etc.) to support new business models while securing the independence of telecom operators in the value chain and letting them monetize their assets, such as connectivity, security, unified services and payments Rethinking the IT architecture and redesigning product and service modeling across the OSS/BSS domains, based on TMF Frameworx (SID, etom, TAM), proven methodologies of product modeling and recommendations of other leading industry organizations, such as NGMN and ETIS Redesigning service fulfillment and operations based on the concept of a centralized product and service catalog to deliver customer service in a real-time mode, and speed up time-to-market for new services by implementing a One Company One Service idea (ability to copy product/ service models across the whole company, including multiple countries) OSS/BSS Managed Services transformations that aim to optimize TCO, enable new services and more

49 MANAGED SERVICES End-to-end System Delivery and Maintenance high standards of project responsibility: business KPIs/KQIs included in the contract, a single point of contact/responsibility BSS/OSS Transformations including legacy IT environment transformations to increase business and operational agility Infrastructure Outsourcing and Hosting Comarch s Data Center locations allows offering full IaaS (infrastructure-as-a-service) solution models Seamless Migration from black box outsourcing towards fully managed processes process logic and third party systems and solutions to support the efficient execution of defined procedures WHY COMARCH SUCCESS

50 END-TO-END PROJECT DELIVERY Initial analysis and consulting: defining business requirements and project goals, analyzing systems and processes already in place, defining a system replacement / modification plan, designing the final picture of architecture and interfacing Proposing organizational changes: specifying the organizational structure and enforcing it efficiently within the project, including third parties, preparing risk management procedures, designing and proofing test procedures and switch-over procedures Solution design, implementation and integration: identification and verification of business needs, translating business needs into IT requirements, solution design, proof of concept, solution configuration, integration, first instance tests, user acceptance test, solution rollout, knowledge transfer Maintenance: incident & problem resolution, setup and configuration of upgrades and updates, proactive monitoring of system parameters Operational support: helpdesk service, consultancy Services Technical support: software updates and upgrades, change request design, development and delivery, benchmarking Professional training and best practice exchange: operational courses delivered to system users, advanced configuration courses for administrators and local supervisors, courses and materials (including multimedia) for trainers