Accenture Selling Portal for Telco

Transcription

3 Telco needs to re-invent their Web-strategy, by adopting an e- commerce like approach Mobile Markets are migrating towards 100 % data Transition from voice to data will have operators reinvent their business, bringing focus on new selling, new proposition, new services Telco Market Trends: The journey to a 100% data centric world New IT Computing Ecosystem Mobile data changes the IT Computing Ecosystem towards a new computing Ecosystem, where On-the-Go Mobile Computers (Tablets, Smartphones) will lead New Customer Interaction is required Consumers want personalized services at any time and anywhere, via their preferred communication channels Copyright 2012 Accenture All rights reserved. 3

5 How Accenture can help? By providing an E2E Customer Operations Platform, partnering with Oracle and based on Oracle RODOD, aiming to help Operators to streamline customer operations Channels Telesales Sales WEB Channels Social Media Self Service Business Process Mgmt BPM/ESB Back End CRM Product Catalogue Provisioning Billing ERP, DWH Accenture Selling Portal Solution The New Telco Selling Portal, based on Oracle ATG, is a key component of the Accenture BSS solution which brings the ecommerce paradigm to the Telco industry extending and complementing the Oracle RODOD Suite Copyright 2012 Accenture All rights reserved. 5

6 Unified Web Portal Accenture Selling Portal leverages Oracle ATG framework and other best-in-class Oracle components to provide a superior ecommerce experience Portal Framework (Portlet JSP) eshop eservice Reporting ebilling E-Billing Search ECM Social Knowledge Common Object Model Copyright 2012 Accenture All rights reserved. 6

7 RODOD BSS/OSS Unified Web Portal Accenture Selling Portal leverages Oracle ATG framework and other best-in-class Oracle components to provide a superior ecommerce experience and it integrates Oracle BSS/OSS RODOD platform (Siebel, BRM, OSM) to implement Telco specific business processes. Portal Framework (Portlet JSP) eshop eservice Reporting ebilling E-Billing Search ECM Social Knowledge Common Object Model Message Translation Routing Sync, Inbound Interface Async. Inbound Interface Async. Outbound Interface Message Translation Message Translation Message Translation Interface Agreement Async Inbound Async Outbound Sync. Inbound Oracle - Siebel Async Inbound Async Outbound Sync. Inbound Oracle - OSM Async Inbound Async Outbound Oracle - BRM Sync. Inbound Copyright 2012 Accenture All rights reserved. 7

8 Channel Capabilities Design Principles Accenture Selling Portal: Web Experience Principles Telesales Sales WEB Channels Social Media Self Service BPM/ESB CRM ERP Provisioning Billing DWH Ease of Reach and Use Personalization Sense of Community Service and Support Enrichment Self Service Social Media Sales (ecommerce) Customer Management Invoice/balance/Usage Inquire Blog Rating/Reviews Browse Product Catalogue Customer Registration Billing Account Management PrePaid Top Up Wiki Chat Configure Products Authentication/Authorizati on View My Services Trouble Ticket Management Social Network Integration Viral Marketing Browse Prices, Offers & Promotions Advanced Shopping Chart Order New Services/Change Orders. Referrals. Manage Advertising & Marketing. Multichannel Experience Copyright 2012 Accenture All rights reserved. 8

9 Control Agility Flexibility The Integration & Orchestration layer (ESB/BPM) enables the implementation of a Service Oriented Architecture simplifying the complexity of the BSS landscape WEB Channels Telesales Social Sales Media BPM/ESB CRM ERP Provisioning Billing Self Service DWH Service Aggregation Order Decomposition Process Orchestration ESB combines the elementary services exposed by the single applications, providing a Business Service that can be used by several service consumers (CRM, Customer Portals, IVR,.) ESB is able to easily decompose the commercial order in elementary tasks (logistic, provisioning, order to bill,..) according to a predefined configuration (that could be easily modified) BPM execute each business process according to predefined configuration (that could be easily modified under a structured version control mode) Technical Application decoupling Plug & Play Integration in case the external application is not ready to support a SOA integration, the ESB could mask such technology integration complexity (wrapper) Integration Risk Reduction Leveraging the adoption of a Common Data Model, each external applications can easily subscribe and access each business message published by the BPM Robust Error Handling & Process Monitoring The solution is based on a complete set of proven Error Handling capabilities (such as exception resubmission also in a bulk mode, message editing, event sequencing, ) In a Centralized Console is possible to monitor the execution status of each business process and interface with the possibility to find an order by several searching keys (customer id, msisdn, offers, ) Copyright 2012 Accenture All rights reserved. 9

10 ... and a full control of the End To End business processes Telesales Sales BPM/ESB WEB Channels Social Media Self Service CRM ERP Provisioning Billing DWH Owner Application Business Process Get MyData Order Capture Order Validation Order Progress Status Notification Customer Self Service CRM Order Submission Order Progress Status Notification Order End Process Mgr Order Management: Order2Bill process Service Activation Provisioning Billing alignment Billing Service Delivery Logistic Copyright 2012 Accenture All rights reserved. 10

11 ... and a full control of the End To End business processes Telesales Sales BPM/ESB WEB Channels Social Media Self Service CRM ERP Provisioning Billing DWH Owner Application Business Process Get MyData Order Capture Order Validation Customer Self Service Self Service Authentication getmy Account Data getmy Contract & Assets get Eligible Offers/ Options New Service Config. Compatibility Check New Handset Config Delivery Site Config. Contract Preview Order Validation Directory Server (OID) BPM/ESB Underling Applications Copyright 2012 Accenture All rights reserved. 11

13 Accenture Sales Portal Demo Scenarios Tariff Option Order Capture Device Order Capture Social Network Integration Customer Billing Inquiries Recommendation Copyright 2012 Accenture All rights reserved. 13

15 Across the world Accenture has delivered over 80 portal, internet and digital transformation projects Accenture has teamed with ATG to deliver over 45 ecommerce engagements with some of the largest brands in the world Copyright 2012 Accenture All rights reserved. 15

17 Oracle-based Web capabilities State-of-the-Art (1/2) Capability Component Description eshop The eshop capability will offer e-commerce customer interface used to create and submit new orders, select products (handsets, accessories, bundles, plans) and collect user information in order to manage all customer transactions. Catalog browsing and product selection, Integrated search & comparison capabilities, Order creation and capture, Customer recommendations. eservice The eservice capabilities consist of a set of features which allows customers to access and manage their personal account, purchased products or services, payments and related bills. Provision of Ticketing System to the customer. These capabilities consist in out of the box by ATG as well as customized features Personal profile and account management, Order history, Purchased products and services management, Recommendations, offers, information, cross-sells, up-sells and promotions Reporting & ebilling E-Billing ATG Commerce and Business Object will be integrated and opportunely configured in order to cover the Reporting requirements. ebilling B2B and B2C interactive and personalized Bills on-line, Customer behavior reports, Paperless account, Split-Billing, Dispute Customer support, Analytics & Reportings Copyright 2012 Accenture All rights reserved. 17

18 Oracle-based Web capabilities State-of-the-Art (2/2) Capability Component Description Search Search Content Manageme ECM nt Social Social Knowledge Knowledge Comprehensive search capabilities allowing business users to intuitively and graphically search across multiple systems and data types for answers to business challenges. Search technology to support the rapid correlation and analysis of disparate data sources (structured and unstructured) Document Management,Document Imaging, Content Publishing, Records Management, Rights Management Content Targeting and Analytics, Social Computing, End-User Personalization, Digital Asset Management, Content Integration, Mobile Delivery Monitor relevant customer conversations on Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and the client s own RightNow Community. Ability to prioritize follow-up and respond or create an incident. Build a customized enterprise community Gathering customer insights by collecting and prioritizing ideas, discussing solutions, and testing concepts and prototypes to validate ideas and get early buyin from stakeholders Natural Language Processor, Business Rules Classifier, Intent Analyzer, Process Wizard Designer Information Manager, User Experience Manager, Collaboration Exchange, Analytic Dashboards Copyright 2012 Accenture All rights reserved. 18