AdvOSS CRM PRODUCT DATA SHEET. COPYRIGHT AdvOSS.com, ALL RIGHTS RESERVED

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2 Table f Cntents 1 AdvOSS CRM Business Use Cases Mdules... 6 CRM Mdules & Features Specificatins Offerings Management Prduct Catalg Management Service Management Custmer Management Order Management Inventry Management Custmer Self Care Custmer Service Representative Prtal Integratin Pints Billing Systems Prvisining Systems Vucher Management System (VOMS) Key Benefits Scalability: Reliability: Rbustness: Custmizability: Disaster Recvery: Flexibility: Resilience: Speed: Data Integrity: High Availability: Redundancy: Security: AdvOSS CRM 2

3 1 AdvOSS CRM AdvOSS CRM allws a service prvider t manage all aspects f its relatinship with its Custmers. It allws the CSP t define services, create multiple Service Offerings fr each service, bundle them in prducts and catalgs and issue thse prducts as subscriptins t subscribers. It prvides captive and web prtals fr different types f users f the system including custmers, CSRs, administratrs, channel partners, resellers and vendrs. AdvOSS CRM architecture is based n pen APIs and hence can be easily integrated with ther B/OSS prducts t build larger slutins. AdvOSS has a range f B/OSS prducts in its prtfli with which AdvOSS CRM cmes pre-integrated as part f AdvOSS Slutins. AdvOSS CRM 3

4 2 Business Use Cases Service Management Define new services Define service prfiles Define CDR frmats Plans Management Accunt types (pre-paid r pst-paid r cmbinatin) Taxatin rates Available Billing Cycles Charge Head definitins Offering Management Manage Service Offerings Service Prfiles Manage Cunter Offerings Ttal Units and Sub-Units Sub-Units initializatin frequency Matching Criteria Based n Destinatin r Request-URI Based n Time f Day Manage Prduct Catalg Manage Subscriptin Charges Bundled Service Offerings Bundled Cunter Offerings Add-On Service Bundles Add-On feature bundles Add-On Cunter Offerings Custmer Management Define new paying party accunts Type Management (B2B, B2C, Enterprise) Define new using party accunts within paying party accunts Type Management (Main Accunt, Subsidiary Accunt) Identity Management username / passwrds AdvOSS CRM 4

5 Mac Addresses IP Addresses PublicIDs PrivateIDs ANI/Calling numbers PIN Numbers Device Management Billing Cycle Management Cntact Management Create multiple cntacts n-file Payment methd management Keep multiple payment methds n file Persnalizatin Preference Management Payment preferences Cntact preferences Language preferences Invice preferences GUI Lk and feel preferences Service preferences Service features like ring-tnes Cntact methd preferences Parental cntrl r ther preferences Assign Inventry (Lgical / Physical / Netwrk) Subscriptin Management Assign prducts t Subscribers Plan Subscriptins Bundle Subscriptins Add-On Subscriptins Value Added Services Subscriptins Feature Subscriptins Cunter Offering subscriptins Change Subscriptins AdvOSS CRM 5

6 Inventry Management Prtals Lgical Inventry DID Numbers Physical Inventry CPEs Netwrk Inventry IP Addresses BRAS Prts Subscriber Self-Serve Agent Self-Serve Franchisee / Partner Self-Serve Vendr / Supplier Self-Serve Custmer Service Representative Administratr Interfaces Web based SMS based IVR based Captive Prtals Web based captive prtals IVR based captive prtals Alerts and Ntificatins Multiple Transprt Methds Alerts SMS Alerts IVR Alerts 3 Mdules AdvOSS CRM is cmpsed f the fllwing mdules: Offerings Management AdvOSS CRM 6

7 Prduct Catalg Management Service Management Custmer Management Order Management Inventry Management Custmer Self Care Custmer Service Representative (CSR) Prtal AdvOSS CRM 7

8 AdvOSS CRM 8

9 CRM Mdules & Features Specificatins AdvOSS CRM cnsists f the fllwing mdules and features: 3.1 Offerings Management The Offerings Management mdule deals with the entities that can actually be assigned t the custmers and which can be charged. This is enabled by the abstractin f Service Offerings. Different Plicies/Rate Sheets can be assigned t a Service Offering, which define the type f rating t be dne. Service fferings are defined based n the abstractin f Service and CRM admin can define Service Offerings as per the default service(s) enabled which is accrding t the prduct license acquired frm AdvOSS. E.g Service fferings f the type Internet Access Service are defined t have the fllwing attributes: Recurring charges assciated with the service ffering An ptinal ne time activatin charge assciated with the service ffering A data cap ( implemented as cunter) Bandwidth Data rate t be charged when data cap expires. Service Offering Differentiatrs The fllwing attributes are the key differentiating criteria that differentiate ne service ffering frm anther: Pint in time attributes e.g. bandwidth Perid f time attributes e.g. the fllwing: - 10 GB data cap ver a mnth fr Internet Access Service - Prefix based free minutes fr residential vice service All perid f time prperties have cunters assciated with them AdvOSS CRM 9

10 An example f Service Offering f the type Internet Access Service can be as fllws: 1 MB Bandwidth and 10 GB Data Cap with Recurring Charges f 15 Dllars and ne time activatin charge f 3 Dllars. The rate after reaching data cap can be 0.1 Dllars per 100 MB. Please nte that the actual deductin f the charges will be dne by the AdvOSS Billing System upn firing f the relevant billing cycle, and is nt the respnsibility f the Offerings Management mdule. Similarly ther service fferings can be defined quickly as per CSP requirements and accrding t the Prduct License. 3.2 Prduct Catalg Management The Prduct Catalg Management mdule enables the definitin f Prduct Catalgs as per CSP business requirements. This can als ffers the feature f bundled prducts which can then becme part f the existing prducts in the current Catalg. This mdule empwers the prduct managers f CSPs t quickly define new cnverged bundled ffers as per changing business requirements. The same is made pssible n accunt f the fllwing tw abstractins: SERVICE OFFERINGS: Service Offerings are the entities as per explanatin in I abve. They can be assigned t plans as well. PLANS: On the basis f Plans abstractin, the AdvOSS Prduct Catalg Management mdule is highly flexible and supprts any cmbinatin f different types f service fferings that can be bundled. The same is pssible in a truly unified and cnverged manner. Different types f plans can be created (Prepaid r Pstpaid) with fllwing attributes: Up t tw different tax rates One time activatin charge Recurring charges per billing cycle AdvOSS CRM 10

11 Credit limit Varius cmbinatins f service fferings Sme hypthetical examples f plans are as fllws: SILVER PLAN (PREPAID) This plan culd have the fllwing attributes: The fllwing Service Offerings as part f the bundle in the plan: 1MB-10 GB Internet Access based service ffering A Residential vice service ffering with 400 minutes per mnth free fr Eurpean prefixes. A Residential vice service ffering with free n net calls SMS Service Offering with 400 natinal and 100 internatinal SMS per mnth Tax 1 defined as 10 percent Tax 2 defined as 7.5 percent 40 Dllars Recurring Charges per billing cycle Zer credit limit since this is a prepaid plan Premium Plus (POST PAID) This plan culd have the fllwing attributes: The fllwing service fferings as part f the bundle in the plan: IPTV Service Offering with 200 predefined channels and 4 mvies per day as vide n demand. 2MB-30 GB Internet Access based service ffering A Residential vice service ffering with 500 minutes per mnth free fr Nrth American prefixes. Tax 1 defined as 8.75 percent Tax 2 nt defined i.e 0. $5 Recurring Charges per billing cycle AdvOSS CRM 11

12 Credit Limit f 10 Dllars, since this is a pstpaid accunt. NOTE: Abve examples f bundled service fferings are fully applicable nly if Custmer has AdvOSS CRM & Cnverged Billing Prduct licenses fr Cnverged Multi Services. Otherwise Custmer may define any Service Offerings and Plan accrding t the default service(s) enabled (vice, data etc) as per the license acquired. 3.3 Service Management The Service Management mdule enables flexible and pwerful mechanism t define new and sphisticated services f any kind. Service Management Mdule is an ptinal add-n mdule which allws adding new services n the fly. The same is enabled by having the fllwing tw abstractins in the system: SERVICE GROUPS: Service Grups are abstractins that identify the brad categry a service belngs t. Sme examples f typical service grups are as fllws: Vice Data SMS MMS IPTV Vide On Demand Netwrk Gaming Vide Cnferencing Similarly new service grups can be defined quickly as per CSP requirements. SERVICES: Services are defined based n the service grups. Sme examples fr services are as fllws: AdvOSS CRM 12

13 Services fr Vice Service Grup VIP Peering SIP Trunking IP T Phne Phne t Phne Callback Residential VIP PBX Service fr Data Service Grup Internet Access Similarly ther services can be defined quickly as per CSP business requirements. Service Management Mdule is add-n mdule which is enabled if Custmer pts fr the full license f Cnverged Multiple services. 3.4 Custmer Management The AdvOSS custmer management mdule prvides pwerful subscriber creatin and active subscriber management features. The features available in this mdule empwer the CSR and peratins persnnel t perfrm the custmer care related functins, and manage daily peratins in a highly cnvenient and efficient manner. Sme f the features available in this mdule are listed belw: Adding a subscriber Deleting a subscriber Adding service ffering t a subscriber Deleting service ffering frm a subscriber Changing parameters f service fferings assigned t a subscriber e.g. passwrd, CPE type, etc. Adding cunters t a subscriber Adding line rents t a subscriber AdvOSS CRM 13

14 Remving line rents frm a subscriber Changing the state f a subscriber ( blcking, unblcking,etc ) Changing the state f a service ffering ( blcking, unblcking, etc) Updating the balance f a subscriber Editing the cntact details f the subscriber. The features available in the subscriber management mdule can als be custmized as per CSP business requirements. New features can als be added as per demand and custmizatins. This mdule is available fr the CRM Admin Prtal and the Custmer Services Representative Prtal. 3.5 Order Management AdvOSS CRM enables cmplete Order Management and Fulfillment. Generic Custmer Accunt creatin is briefly mentined belw which can als be tweaked as per CSP requirement Initiatin f Custmer Accunt Creatin n either f the Fllwing Admin Prtal CSR Prtal Franchise Prtal Assign the fllwing T A Custmer Mandatry Plan Billing Cycle Optinal Subscriber level Line rents Service fferings Add-ns E.g Cunters 3b 3a 3c Prvisining n the charging & Billing System Prvisining n the CPEs Prvisining n the ASN Gateway 4 Custmer Accunt Created & rder Fulfillment Cncluded 3d Prvisining n the any ther Netwrk Elements Custmer accunt creatin wrkflw is indicated belw: AdvOSS CRM 14

15 1)- It can be triggered thrugh Franchisee mdule, CSR (cntact center) mdule as well as the admin mdule. 2)- Wherever the wrkflw is triggered frm, it fllws a similar path nwards t fulfillment 3)- Mandatry attributes f Plan and Billing Cycle need t be assigned t the custmer 4)- Optinal attributes like subscriber level line rents, Service fferings and add ns ( e.g. cunters ) are assigned t the custmer 5)- CPE Type and any CPE prvisining specific parameters need t be selected 6)- Custmer is prvisined n the fllwing : a) IN & Billing System b) Netwrk elements such as Applicatin Server & Plicy servers c) CPE(s) d) Any ther required netwrk elements 7)- Custmer accunt is created and rder is fulfilled, enabling the custmer t use the services. 3.6 Inventry Management AdvOSS CRM ffers basic Inventry Management features enabling CSPs t keep track f Physical as well as Lgical Inventries and their assignments t the Custmers. AdvOSS CRM 15

16 AdvOSS Inventry Management Physical Inventry Lgical Inventry CPEs Inventry DID Management Applicatin Servers Prts VPN 3.7 Custmer Self Care AdvOSS Subscriber Self Care mdule allws CSPs an increased level f subscriber self service while reducing the perating csts. It enables them t ffer varius self service ptins t their custmers including fllwing and mre: Subscriber State: Shws subscriber s current state i.e. whether active, blcked, etc. Subscriber Balance: Current Balance f the subscriber Subscribed Offerings: Details f plans and service fferings subscribed by the subscriber Vucher Recharge: Ability t recharge accunt thrugh vuchers and see cmplete Vucher Recharge histry f the subscriber AdvOSS CRM 16

17 Bill Histry: Ability t view bills f the last few billing cycles. Online Bill Payment: Ability t pay bills nline thrugh credit card, and ther payment ptins by integrating with nline payment gateways. Service Usage Histry: Detailed usage histry fr the current billing cycle fr the subscriber Integrated Truble Ticket: Raising truble tickets and varius ther self service ptins can be supprted. 3.8 Custmer Service Representative Prtal The Custmer Service Representative mdule ffers the features mentined in Subscriber Management heading as described abve. Mrever, pwerful rle based security framewrk is implemented thrugh which different CSR rles can be defined, each with different privileges. This mdule can be further custmized as per CSP requirements. 4 Integratin Pints AdvOSS CRM ffers pints f integratin with the fllwing systems: 4.1 Billing Systems AdvOSS CRM can integrate with Billing Systems that are respnsible fr billing and revenue management. AdvOSS ffers its wn fully featured Cnverged Billing System as well with which AdvOSS CRM cmes pre-integrated. 4.2 Prvisining Systems AdvOSS CRM can integrate with Prvisining Systems that are respnsible fr prvisining varius entities like netwrk elements, access servers, etc. AdvOSS ffers its wn fully featured Prvisining System as well with which AdvOSS CRM cmes pre-integrated. AdvOSS CRM 17

18 4.3 Vucher Management System (VOMS) AdvOSS CRM can integrate with Vucher Management Systems that are respnsible fr managing the vucher lifecycle. AdvOSS ffers its wn fully featured Vucher Management System as well with which AdvOSS CRM cmes pre-integrated. 5 Key Benefits AdvOSS CRM ffers the fllwing key benefits t the CSPs, in additin t its feature set: 5.1 Scalability: The System can scale linearly up t a few millin subscribers ffering substantial advantages in terms f cst reductin and ease f scalability. Scalability is achieved using varius techniques like distributed database design. 5.2 Reliability: The system prvides high reliability and ensure mechanism t avid system dwntime thugh fully redundant DB architecture. 5.3 Rbustness: The system is very rbust and keeps perfrming in the fact f errrs. 5.4 Custmizability: The system is designed t allw fr easy and rapid custmizatins as per CSP requirements, n demand. 5.5 Disaster Recvery: The System can be deplyed in tw gegraphically distant data centers, fr disaster recvery reasns. AdvOSS Database slutins prvide real-time DB replicatin t remte slaves. This gives the remte lcatin an almst realtime image f the live database and the system can fall back t remte lcatin in a disaster situatin. AdvOSS CRM 18

19 5.6 Flexibility: The system is service agnstic and has the architectural prvisin t supprt any business mdel. This allws fr easy custmizability t supprt specific requirements f a CSP. 5.7 Resilience: The system wrks at high lads within its threshlds and gracefully keeps wrking by handling the situatins even beynd the guaranteed threshlds e.g. by rejecting requests. 5.8 Speed: The system guarantees high speed f peratins and latency times assciated with the peratins. 5.9 Data Integrity: The system preserves the integrity and crrect relatinship f data in rder t guarantee the crrect behavir High Availability: The system uses varius techniques t ensure high availability behavir Redundancy: The system achieves redundancy thrugh multiple methds like having database servers in active/active cnfiguratin. The database servers as well as the servers hsting the GUIs are hsted in gegraphically distributed data centers Security: Pwerful rle based security is implemented in the AdvOSS CRM GUI. Detailed Audit Trail and lgging is prvided by the system, in rder t cater fr security requirements. AdvOSS CRM 19