TM Forum Webinar Series Event

Unified Billing and CRM Infrastructure: The Best Solution for Launching, Delivering, and Managing the Services Lifecycle

Copyright 2010 TeleManagement Forum, All Rights Reserved.

Sponsored by Oracle
SPEAKERS
Paul Hughes Director of Product Marketing, Oracle Communications Susan McNeice Vice President, Software Research, Yankee Group Sheryl Kingstone Director, CRM research, Yankee Group Khalid Ali Head of Commercial Programs, Expresso Telecom Group
Chairperson: Darlaine Scott McCoy, TM Forum

Copyright 2010 TeleManagement Forum, All Rights Reserved.

Unied Billing and CRM Infrastructure: The Best SoluJon for Launching, Delivering, and Managing the Services Lifecycle

An Interac*ve Panel Discussion

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Today s Panel Members will Discuss

The Changing Customer Service Model Obstacles that Inhibit a Rich Customer Experience Why IntegraJng Front Oce and Back Oce Systems is CriJcally Important Proof Points That Show the Benets of Integrated Billing and CRM

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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We invite the audience to submit quesJons to the panel throughout the session!

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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POLL QUESTION
Where is your company today in terms of integraJng its billing and CRM technology stacks?

Not evaluaJng it at the current Jme In the discovery phase Currently evaluaJng soluJons/integraJon partners IntegraJon currently underway Already have integrated billing and CRM

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Opex ReducJon and Customer Issues Dominate Now and in the Future
What is your top business priority in 2010 and 2014?! Customer issues and opex issue dominate through 2014! Simplifying business operations is a key shift that must occur in the coming years!

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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CSP Reasons for Inves/ng in BSS/OSS Transforma/on

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Anywhere Consumers Change the Customer Service Model

New kinds of consumers! New kinds of devices!

5 ! people are directly touched by Billion! the Anywhere Network by 2015!

New kinds of connections!

60%! of respondents begin the story with their next smartphone purchase!
New ecosystems!

29X!

is the amount that data connectivity, the antagonist, will grow between 2009-2015!

create the crisis 4.2 ! applicationswith revenue growth and climax Billion! in the next ve years!

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Key Marke/ng Ini/a/ves Inhibited by SoDware Infrastructure Issues

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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CSPs Main Obstacles to Providing a Good Customer Experience

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Disparate Billing/CRM Systems Increase Costs

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Unied Billing/CRM Systems Streamline TransacJons

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Unied CRM and Billing

Problem Deni*on Common Challenges

Simplest of new offers or services takes many months or years to bring to market
Voice SMS Content IP Services

Design, coding, multiplesystems input, testing and launch

Mktg

Web

Retail

Channel Partner

Call Center

Lost revenue opportunity

IT CRM Function CRM Function CRM Function

?
Inconsistent and Generic Slow

Pre-paid Charging

Post-paid Billing

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

Page 14

Unied CRM and Billing

Problem Deni*on Common Challenges

Business model expansion is not supported
Voice SMS Content IP Services

New silos need to be created 18 24 month deployment times

Mktg

Web

Retail

Channel Partner

Call Center

IT CRM Function CRM Function CRM Function CRM Function

?
Inconsistent and Generic

Pre-paid Charging

Post-paid Billing

Invoicing

Royalties

Slow High Risk

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

Page 15

Unied CRM and Billing

Problem Deni*on Common Challenges

Business model expansion is not supported
Voice SMS Content IP Services

New silos need to be created 18 24 month deployment times

Mktg

Web

Retail

Channel

Partner

Call Center

IT
CRM Function CRM Function CRM Function CRM Function

?
Inconsistent and Generic

$
Pre-paid Charging Post-paid Billing Invoicing Royalties

$
Slow High Risk Expensive

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

Page 16

Unied CRM and BRM

The Oracle Solu*on
Low OPEX achieved through:
Consolidation of multiple silos into a single configurable and extensible product platform Extensible SOA-based integration architecture
Call Center

Voice

SMS

Content

IP Services

Unified View
Channel Partner

Web

Retail

Mktg

CRM AIA BRM

Pre-paid Charging Post-paid Billing Business Models Partner Mgmt

Comprehensive self service capabilities lower call center costs

IT

!!!

MDM BI

Consistent and personalized Accelerated Low Risk Low OPEX

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Dare to dream

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Expresso Footprint
Mauritania PopulaJon 3,291,000 (2009 esJmate) Mobile subscribers (2007): 35.5% Growth expected in voice and data markets Mobile operators: Mafel (Tunisia Telecom), Mauritel (Maroc Telecom), Chinguitel (Expresso) TransformaJon Program Nigeria PopulaJon 154,729,000 (2009 esJmate) Mobile subscribers (2007): 23.8% Signicant growth expected in voice, data, and VAS markets. 3G services are in demand. Mobile operators: Glo mobile, MTN, Zain, Starcomms, Intercellular (Expresso) TransformaJon Program

Senegal PopulaJon 12,534,000 (2009 esJmate) Mobile subscribers (2007): 27.9% Signicant growth expected in data market Mobile operators: Senetel , Sonatel (France telecom), Tigo, Expresso Senegal Green eld

Ghana PopulaJon 23,837,000 (2009 esJmate) Mobile subscribers (2007): 24% Signicant growth expected in voice and data markets Mobile operators: Zain, MTN, Tigo (Millicom), Kasapa (Expresso) TransformaJon Program

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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African Market Challenges

High taxaJon Regulatory issues Number portability Low income groups Per capita income (ppp)
Sub-Saharan Africa: 1,770 United States: 37,610 European Monetary Union: 26,260

Widespread illiteracy Fraud Fragmented Markets

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Expresso Business Drivers

The criJcal success factor for ETG to generaJng new revenue streams and growing the customer base for these next generaJon services will depend on: Oering high quality of service at aordable prices. DierenJated service oerings. Quick Time to Market . Improved ROI by leveraging economies of scale across mulJple geographies. Running a lean operaJon- Focus on core- competency, outsource everything else. Lower OPEX.

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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How Do We Make it Happen?

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BOSS for Expresso

Customer Service

Fulllment

Provisioning

Expresso BOSS
Sales & Ordering MediaJon

Billing

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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SoluJoning
Build Business Architecture Validate exisJng business processes. Benchmark against best pracJces. Streamline. Simulate end- to- end journeys

User- approved Business Process Model

Map Technology

Unied architecture. Map products to processes. IdenJfy integraJon points.

Approved SoluJon Design

Deploy

Build. Test. Train. Roll out.

Final SoluJon in ProducJon

Copyright 2010. Yankee Group Research, Inc. All rights reserved.

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Sponsored by Oracle

Survey
Please take a few moments to complete our survey!

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Copyright 2010 TeleManagement Forum, All Rights Reserved.

THANK YOU FOR YOUR PARTICIPATION!

For further information: paul.hughes@oracle.com smcneice@yankeegroup.com skingstone@yankeegroup.com khalid@expressotelecom.com

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Copyright 2010 TeleManagement Forum, All Rights Reserved.