1 Driving business value from Amdocs pre-integrated Order-to-Activation
2 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 2 Executive summary By using Amdocs pre-integrated BSS-OSS solution a CALA tier 1 service provider went live with Order-to-Activation in just 5 months. The solution reduced expected integration costs and exceeded operational business value expectations. Amdocs pre-integrated Order to Activation solution business benefits include: Reducing expected BSS-OSS integrations costs by $1-2 million for first line of business Significant cost reduction for additional lines of business 50% reduction in elapsed time for OSS-BSS integration deployment projects Improved order-to-activation fallout to less than 2% Improved customer experience with end-to-end order visibility for high-valued customers Decreased time to launch new operator services and products from 3-6 months to 1 month Over a 5-year period, the projected business value for the service provider is $20 million per Line of Business and this would extend to over $50 million for similar multi-play provider. This paper explains how these benefits are realized in Amdocs solution using shared product and service catalog and pre-integrated Customer and Service Order Management. Multi-play enviroment integration complexities A key challenge of BSS-OSS integration in a growing multiplay environment is, to a large degree, the many commercial offers and products that have to be fulfilled. The numerous OSS services and enablers that are needed for fulfillment are normally connected through hard-coded, point-topoint integrations. For example, premium Internet services can be created using multiple technical network and service enablers, such as broadband access, physical layer options and value-added services. This increasingly complex environment is costly to maintain and difficult to change. A best-of-suite approach, such as Amdocs CES, simplifies the integration environment and is therefore attractive to service providers. The diagram below illustrates the complexity: BSS: MANY FLAVORS OF CUSTOMER OFFERS OSS MANY TYPES OF SERVICE AND NETWORK ENABLERS Mobile ISP services (security, ) Telephony Features TV Services Mobile calling features TV Voice IP Connection VoIP / Soft Switch or PSTN VOD, Outlet, DOCSIS Mobile Data, HSPDA, VAS BUNDLES Internet Premium Package #123 10m, highly secure, 5 accounts, 30GB storage and WiFi router included Standard Package #95 5m, spam filter, 3 accounts, 15GB storage VLAN, PVC BB Edge, GPON Shared Access (e.g FTTP) VoIP Edge Customer Equipment Installation IPTV Edge SIM card, Number Resource (e.g. MSISDN) HSS, HLR provisioning Basic Package #15 1.5m and single account Premium Package #432
3 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 3 A smarter way to integrate Amdocs enables flexible many-to-many relationships and reusability of service and network enablers through configuration done in a single design environment. This design environment is provided by Amdocs Enterprise Product Catalog (EPC). Amdocs EPC combined with runtime integration of Amdocs Ordering and Service Order Manager allows service providers to create, launch and fulfill new services in three simple steps: 1. Define the new offer by selecting relevant products and associated characteristics. For example, a Premium Internet package with high bandwidth, multiple accounts and WiFi router. 2. Select the appropriate reusable OSS services to fulfill these products. For example, installation of customer equipment, shared broadband access, Internet provider services (subscriber authentication, and security) and logical and physical connectivity options (such as Ethernet over Fiber or xdsl over Copper). 3. Submit the customer order. The submission process automatically leverages the catalog mapping defined in the EPC to dynamically assemble the required set of service orders for order fulfillment. AMDOCS ORDERING: HANDLE MULTIPLE CUSTOMER OFFERS AMDOCS OSS: REUSABLE SERVICE AND NETWORK ENABLERS Mobile TV Voice 3 Amdocs BSS/OSS Order to Activation Integration ISP services (security, ) IP Connection Telephony Features VoIP / Soft Switch or PSTN TV Services VOD, Outlet, DOCSIS Mobile calling features Mobile Data, HSPDA, VAS BUNDLES Internet Premium Package #123 10m, highly secure, 5 accounts, 30GB storage and WiFi router included Standard Package #95 5m, spam filter, 3 accounts, 15GB storage 1 VLAN, PVC BB Edge, GPON Shared Access (e.g FTTP) VoIP Edge Customer Equipment Installation IPTV Edge SIM card, Number Resource (e.g. MSISDN) HSS, HLR provisioning Basic Package #15 1.5m and single account 2 Premium Package #432 EPC
4 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 4 Best-of-suite approach provides measurable business benefits Amdocs best-of-suite approach is designed to deliver endto-end BSS OSS to overcome key industry challenges. It comprises pre-integrated products that leverage a common foundation, Amdocs BSS-OSS automation packs, delivery best practices and operational best practices. The following table summarizes the BSS-OSS integration challenges, the impact of these challenges and how Amdocs pre-integrated Order-to-Activation Solution delivers measurable business benefits: Challenge Market Average (Fragmented BSS-OSS) Amdocs Enablers Amdocs KPI 1 Implement an Integrative BSS-OSS Solution High integration costs of customer and service order management. Primarily resulting from many point-to-point integrations Cost to integrate BSS with OSS ~$2-3M (per LoB) Amdocs catalog-driven integration eliminates hard-coded, point-to-point integration for each LoB, where most of the definitions and rules are defined as meta-data. This is powered by pre-configured Order-to-Activation processes and generic interface that support a variety of customer scenarios including: In-flight changes during the fulfillment process; for example the customer cancels or amends an ordered service Customer moving to a new location or upgrades a service 2 ~$1M (1st LoB) ~$0.5M (additional LoBs) Deploy an Integrative BSS-OSS Solution Long duration for deploying BSS-OSS integrated projects. Commonly resulting from using multiple products, tools and vendors Calendar time to integrate BSS with OSS ~12 months One stop shop for BSS-OSS: products are complemented by Amdocs delivery team for services ranging from scoping to production and leverage best practices, knowledge and industry-specific skills Shared portfolio foundations and tools, such as UI Framework, Security, Process Manager, common installer and Integration Framework Common activities and pre-configured BSS and OSS Automation Packs across multiple lines of business, including mobile, highspeed Internet and Ethernet Pre-defined integration interfaces to workforce management, inventory, activation and 3rd-party legacy order management. Pre-integrated with Amdocs Resource Manager and Universal Activator 5 months Hardware / Platforms and Upgradability High costs resulting from custom solutions on multiple vendor platforms Hardware costs and on-going operability and support $1-1.5M onetime $0.5-1M ongoing Support for low-cost platforms and virtualization, for example, VMWare, Red Hat Linux and open platforms Hardware and 3rd-party platforms aligned across BSS-OSS and kept up-to-date with current releases Enables changes through configuration as oppose to custom-based solutions Upgradable, backward compatible and tested as an integrated suite for each release Save up to 30% 1. Based on Amdocs pre-integrated BSS-OSS deployment at a CALA tier 1 service provider and internal analysis and testing. 2. Order scenarios supported: Provide, MACD (Move, Add, Change, Delete/Cease), Suspend/Resume, Change Plan, Cancel Order.
5 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 5 Challenge Market Average (Fragmented BSS-OSS) Amdocs Enablers Amdocs KPI 1 Shorter Time to Market Disconnected BSS-OSS data models requires custom mapping of 100s of offers to 100s of OSS services. This result in long durations to implement and maintain new services Time to launch new products and services 3-6 months Amdocs EPC acts as a centralized design environment providing a single point of the truth for product and service information, eliminating configuration and rework caused by inconsistencies between multiple catalogs Uses a shared data model for automated mapping of commercial products to technical services and attributes (based on TMF s SID Shared Information / Data Model industry standard) allows rapid creation of new services through catalog configuration 1 month Inability to quickly change existing offers and services Time to enhance products / add services 4-8 weeks Mix and match approach with reusable services and processes, enabling product managers and IT modelers to create new customer offerings without coding or customization 3 days Reduce Fallouts High rate of order fallouts due to data mismatch and non-qualified orders Order fallout rate Up to 30% fallout Order validation, feasibility checks and catalog-driven fulfillment ensures an errorfree order-to-activation process Pre-configured support for failure scenarios Eliminates BSS-OSS interface failures by using product based solutions with simple data mappings Less than 2% fallout Automate Fulfillment Manual work and fragmented processes result in long time to deliver customer service and missed order delivery dates /Service Level Agreements (SLAs) Order delivery date SLA adherence Days / weeks to deliver customer orders Missed commitment dates Reduce manual work and costs with preconfigured processes that provide a highlevel of automation and include complex and remediation scenarios Highly automated with integration to Work Force Management and accurate customer premise installation data Unified systems provide customer service representatives (CSRs) with a single view of the customer and order status: Reduce time to deliver customer orders Identify bottlenecks and other obstacles to streamline processes 100% automated Seconds up to 3 days 3 Meet SLAs 3. Source: CALA tier 1 service provider order-to-activation process for broadband services is fully automated; three days is the order delivery duration when field work is required (impediment by 3rd party workforce management system)
6 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 6 Business value delivered With Amdocs pre-integrated Order-to-Activation Solution the tier 1 service provider profiled is expected to achieve: CAPEX reduction of $1-2M per LoB Annualized OPEX savings of $3-4M per LoB 5 year total projected business value of $17-23M per LoB and $50-60M for multi-play providers Less than 2% fallout Service provider profile Tier 1 wireline and wireless service provider that offers high-speed data, TV and video services. 2.2M orders per year/per LoB in average Average IT Capital Expenditure (CAPEX) of $5M per LoB Annual IT Operating Expense (OPEX) of $6M per LoB ($15-20M overall) Value Benefit Business Annualized IT OPEX Savings per LoB IT CAPEX Saving per LoB Customer Experience Revenue Growth Integrated BSS-OSS Solutions $0.5 -$1M saving on support and maintenance Integration cost avoidance of $1-2M Provide customer with full view of order status Shorter Time to Market Saving of $0.5M Reuse of current platforms no need to build additional siloed interfaces Increase variety and personalization of offerings Improve time to revenue from new service by up to 50% Reduce Fallouts Saving of ~$2-2.5M Deliver order on time reduce customer churn Automate Fulfillment Eliminate manual provisioning Deliver orders faster Improve order-tocash by ~30%
7 Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 7 The power of Amdocs integrated BSS-OSS To facilitate business growth, while increasing operational effectiveness and efficiency, service providers need to adopt a best-of-suite approach. Amdocs Order-to-Activation provides an integrated, end-to-end solution that facilitates and simplifies integration in a multi-play environment. This eliminates many of the challenges and associated costs of point-to-point integrations while at the same time delivering quantifiable business benefits such as: CAPEX reduction, OPEX savings and significantly lower fallouts. EXPERIENCE SUCCESS WITH AMDOCS ORDER-TO- ACTIVATION: 1. Mature integration Amdocs market-leading, 3rd generation integrated Order-to-Activation Solution is already tested with Amdocs BSS products. 2. Single BSS-OSS catalog Unique in the industry, Amdocs EPC consists of both a products and services catalog on the same foundation. Used by marketing personnel and engineers, it serves as a single design environment to create and change offerings and can reduce time to market by 50%. 3. Manage customer expectations and experiences End-to-end order visibility across BSS and OSS allows service providers to better serve high-valued customers by providing order progress transparency for each service, at every location. 4. Product portfolio share common foundational tools Implement rapidly and with less cost, while benefitting from consistencies and efficiencies inherent to an integrated portfolio. 5. Experience Success Amdocs pre-integrated BSS- OSS deployment at a CALA tier 1 service provider went live with Order-to-Activation in just 5 months and delivering business value. For more information visit Amdocs at or contact us at to schedule an onsite demonstration.
8 About Amdocs For 30 years, Amdocs has ensured service providers success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2012, Amdocs and its 20,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA Austria ISRAEL SPAIN CANADA CHINA CYPRUS kazakhstan SWEDEN COSTA RICA INDIA CZECH REPUBLIC THE NETHERLANDS UNITED KINGDOM MEXICO JAPAN FRANCE POLAND United Arab Emirates - Dubai UNITED STATES Philippines GERMANY RUSSIA Singapore IRELAND SOUTH AFRICA Taiwan THAILAND VIETNAM For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright 2013 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Intentional Customer Experience, CES, Clarify, Ensemble, Enabler, Return on Relationship, Intelecable, Collabrent, XACCT, DST Innovis, Stibo Graphic Software, Qpass, Cramer, SigValue, JacobsRimell, ChangingWorlds, jnetx, OpenMarket Inc., MX Telecom Inc., MX Telecom Ltd, Streamezzo, and Bridgewater Systems are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners.
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