CES 9.1 Unleash the Power of Experience

CES 9.1 Unleash the Power of Experience

Making the complex SIMPLE > Social, Immediate, Multiple Choice, Personalized Lifestyle Experience Today, communication is not just about the network technology, or the device; it s about the experience and the lifestyle. The proliferation of social networks is one important example. We know that social networks are where most consumers interact today, whether through Facebook, Twitter, WhatsApp, Google+, Instagram, YouTube, Yelp or the next channel to suddenly become the millennial generation s choice of the week. For service providers, this intense engagement poses a major challenge of how to keep customers close. When consumers are asked Who s your service provider? some don t know. Others just don t care. Consumers have become users of applications and members of social networks. They don t define themselves by saying, I m a subscriber of ABC communication. It just doesn t matter to them, as long as they are satisfied with the service experience. Consumers take for granted issues like network availability and quality of service they are used to 24/7 support and monthly bills. But just imagine your reaction to one of the following scenarios: You are running late to an important appointment with a new doctor, when suddenly you realize there is no network coverage on your much-needed Waze GPS/traffic application Your law firm is planning a worldwide kick-off meeting for an important project via video conference, but the voice and video quality is subpar Service providers need to address the shift in consumers behavior and state of mind, and realize that today s consumers crave SIMPLE interactions. 2 Unleash the Power of Experience

Is SIMPLE really that simple? 1. Social - social networks have become the most common communication channel and trusted advisors for many consumers. With crowd sourcing, sharing and personalized feeds, consumers are heavily influenced by what their social network and other consumers tell them. It is no surprise that people treat social networks today (primarily Twitter and Facebook) as an extended, unofficial support channel. As a matter of fact, Social Media Today magazine revealed that 80% of customers on social networks prefer to connect to brands through Facebook. But for service providers, it is not just about establishing a Facebook page or a Twitter account. It is about realizing that social networks have become a legitimate support and care channel that needs to flow with all other assisted and unassisted channels to maintain a coherent and consistent experience. 2. Immediate - everything is real-time and consumers are expecting instant gratification. Consumers demand realtime communication (think about the proliferation of instant communication channels such as WhatsApp, Vine and Snapchat) and expect to always be best connected, with zero tolerance to any failure. For service providers, this expectation for immediate, real-time communications doesn t come at zero cost. To accommodate consumers demands, service providers need to deploy advanced network technologies like small cells, and intelligently offload consumers to cost efficient Wi-Fi networks. Because consumers are so sensitive to network failures, it is imperative for service providers today to integrate between realtime network insights and customer intelligence (such as profiles, usage patterns and consumption habits) to modify and improve the experience of a specific customer or group of customers. 3. Multiple Choice - consumers hate restrictions and want to feel empowered. They expect full control over their service anywhere, anytime, using any device, through any channel. Service providers must e nable a unified experience to consumers and present multiple offers, devices and service bundles. But to really differentiate, service providers need to empower users to determine what is the right bundle and the right offering for THEM. Customers know what s best for them and service providers need to allow for things like smart bundles, where consumers can pick and choose the personalized services to be included in their bundle with additions such as cloud storage, Wi-Fi and over-the-top offerings. Empowerment goes beyond the variety of services and includes the need to move easily between multiple personas in many cases, consumers today are both residential and business customers. Service providers need to cater for the evolving needs of the business persona of their consumers, such as the ability to consume business and residential services on a customer-owned device (BYOD, for example), offer bundles that go beyond communication services (like the cloud) and empower the business persona with advanced SMB self-service capabilities. Unleash the Power of Experience 3

4. Personalized Lifestyle Experience and finally, if you want to keep your customers close to you, you need to provide them with a personalized lifestyle experience. We all want to feel unique. We want to be treated individually according to our habits, preferences and needs. And we want this personalized approach adapted to our multiple personas (just look at your WhatsApp group list to see how many virtual personas you have) at home and at work. Fifty-three percent of online shoppers believe that retailers who personalize the shopping experience provide a valuable service (BrainSINS) and 57 percent of online shoppers are OK with providing personal information on a website, as long as it s for their benefit and is used responsibly. This means service providers should take a proactive approach and leverage a wealth of information on their consumers, in order to offer relevant and personalized experiences. 4 Unleash the Power of Experience

CES 9.1 Unleash the Power of Experience To enable SIMPLE experiences for their customers, service providers need to holistically manage the customer experience from the device to the network. Service providers need to personalize every experience with real-time insight, and allow customers to take control of their experiences across any channel, network, service or device. They can do all this, and more, with Amdocs CES 9.1. Social Service providers are leveraging social networks to enable a personalized interaction with their consumers, but this is about more than merely opening a Facebook page. Service providers have realized that social networks have become a legitimate support and care channel. The key here is linking between customers social network profiles to their BSS data, and putting all this information in context so the customer service representative can anticipate, detect and respond to customer complaints via the channel that best suits the consumer. Amdocs Social Care improve Net Promoter Score with integrated social care Expand customer care capabilities to social media channels Link social identities to customer profiles for complete context Filter and address the customer communications that really matter Rapidly resolve care issues across social media, improving satisfaction & loyalty Immediate Service providers are increasingly depending upon Wi-Fi, which offers multiple benefits. The sheer volume of data traveling through overburdened 3G and 4G networks has caused service providers to turn to Wi-Fi to alleviate congestion and provide coverage extension quickly and efficiently. The challenge is to intelligently determine which consumers to offload/on-load and how to provide the best customer experience, taking into account network QoS, revenue optimization and cost. Amdocs Smart Net solution provide the best customer experience Always best connected ensure the best available quality of service, regardless of the network (4G, 3G or Wi-Fi) Drive network efficiency intelligently on-load and offload traffic onto Wi-Fi to reduce network congestion and reduce CAPEX Control the data experience allow operators to be in total control of their consumers data experience, to mitigate cannibalization of data revenue With the massive increase in mobile data driven by smart devices, social media and streaming video services, mobile operators are looking for new ways to keep up with the rapid introduction of new technology, while continuously expanding network capacity. Many service providers are deploying small cells to improve the user experience by increasing capacity and coverage. But high complexity and sheer volume of tasks mean operators are challenged to meet their time, cost and quality targets. They need process automation to cut costs and speed up time to design and deploy small cells. Amdocs Small Cell Solution Complete end-to-end catalog-driven planning, design and rollout solution for next generation networks Automates the planning and project management process by uniquely combining automated technical design with dynamic project plan generation using network technology-specific building blocks Can reduce network deployment time and costs by up to 35 percent, and network design time by more than 50 percent Unleash the Power of Experience 5

Multiple Choices In the dynamic communications world, service providers need to launch a growing number of new services at an accelerated pace - from communication services, through cloud and compute services to wearables and household devices. To stay ahead, service providers require the ability to quickly and cost-effectively meet residential and business customers requirements, while ensuring current investments are secure. Eliminating operational silos, Amdocs Multi-Play provides a single, convergent platform that delivers personalized, anywhere experiences across all lines of business, services and network technologies, as well as multiple service possibilities across multiple screens. Multi-Play deliver personalized, anywhere experiences across all lines of business One system supporting multiple personas and multiple lines of business Differentiate beyond price with smart bundling: personalized, open, easy-tobuild Seamless, real-time view of the customer across all services and devices Manage complex hierarchies for all customer segments residential and business Support promotions and discounts across all lines of business SMB is the fastest growing market segment for service providers and has the most revenue growth potential in the next three years (Telesperience 2013). Amdocs CES 9.1 provides capabilities that are uniquely designed to support the evolving needs of the SMB segment. With CES 9.1, service providers can serve the complete lifecycle of the SMB customer from the initial sale, through fulfillment, charging and billing; to customer care across any interaction point, as well as run data analytics and reporting capabilities. Amdocs CES uniquely allows service providers to support residential, SMB and enterprise customers all on the same platform, with dedicated business processes that meet the multiple needs of each segment. SMB profitably maximize SMB market share Increase sales with differentiated business bundles across communications, VAS and cloud Serve the SMB market cost-effectively a. One system supporting both residential and business customer segments b. Optimize the complete SMB order-to-cash lifecycle Increase SMB satisfaction and loyalty with enhanced self service and BYOD capabilities 6 Unleash the Power of Experience

Personalized Lifestyle Experiences Delivering a personalized, contextual experience to customers, means having to gain ever deeper insight from their consumption patterns to really understand how they consume services, and on what device network and location. By unlocking the insights contained in the massive amounts of customer usage data produced by charging and billing systems, service providers can learn to better understand and predict what customers want, thereby delivering more targeted, personalized services. Amdocs TeraScale Big Data solution for usage data management and analytics enablement Cost-efficient data storage rapid, optimized storage of usage data using Big Data storage technologies, such as HBase/Hadoop Stream usage data in real-time to enable fresher, more accurate analytical use cases Providing SIMPLE experiences requires service providers to analyze both the network and customer view of the experience. They will have to integrate geo-located network information with individual customer s business insights information, and take proactive measures based on network performance to modify and improve the experience for a specific customer. Leveraging network information to drive customer experience Unique integration of geo-located network information with specific customer information inject real time insight on the customer s network experience into the customer care agent s desktop Improve customer experience through near real-time visibility of customer voice and data experience at the call center and reduce call handling time by 20% Quicker time to value with optimized extract processes of usage data for data exploration and analytical use case development Production-ready for carrier environments tested and certified to meet and exceed the operational requirements of the most demanding telco environments Deploy with no impact on current charging and billing operations kick start the journey to Big Data value with no risk to mission-critical services Unleash the Power of Experience 7

About Amdocs For more than 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 www.amdocs.com. Copyright 2014 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs owns or has rights to use trademarks or trade names in conjunction with the sale of our products and services, including, without limitation, each of the following: Amdocs, Bridgewater Systems, ChangingWorlds, Clarify, Cramer, CES, Collabrent, DST Innovis, Ensemble, Enabler, Intelecable, Intentional Customer Experience, JacobsRimell, jnetx, MX Telecom, OpenMarket, Qpass, SigValue, Streamezzo, Stibo Graphic Software, Xacct, Aging in Place, Embrace Challenge, Experience Success, and Quality Consumption. Created 01/2014