PTC12 - Sun IB1 - Jim Hayden PDF

The Transformation Imperative
Jim Hayden
Managing Director, Business Intelligence Jim.Hayden@teoco.com
PRIVILEGED AND CONFIDENTIAL. The information contained in this material is privileged and confidential, and is intended only for the use of the individual to whom it is addressed and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this material is strictly prohibited. If you have received this material in error, please destroy it immediately.
Customer Expectations
Demanding, Sophisticated Consumers Any Service on Any Device On-Demand & Universal Access & Coverage Unique, Personalized Services Fickle, Non-Loyal
Technology Overdrive
Fixed, Mobile, Web Convergence Everything is Data / Content Smart & Emerging Devices Mobile App economy LTE/4G & Wi-Fi Clouds Based Services Service Delivery Partner Ecosystem
The New Telecom

Competition vs. Cooperation Customer Ownership Transactional Visibility Revenues vs. Consumption Threat of Commoditization Pressured Margins
Mind the Gap

Application & Data Silos OSS & BSS Separation Operator & Consumer Divide Departmental Barriers
Making Sense Of It All

A Wealth of Data Volume, Variety, Velocity Operational Intelligence Historical Context Slice & Dice
Challenges
Address the complexity Delight your customers Do it profitably
Steps to Success
1. Optimize
Assure: maximize existing assets Optimize Profitability: revenue without margin is not an option
2. Simplify
Consolidate: eliminate application and data silos Consistency: Provide enterprise view of business and network performance
3. Adapt
Analyze: Understand customer, device, network behavior: what, where, when, how, why? Forecast, Predict: Proactively engage customers and partners in relevant way
Visibility Across the Whole Experience

Quality Behavior Profitability
customer:
age
rate plan
handset
tenure
arpu
location
device:
device type
model
manufacturer
OS
capabilities
service:
service type
media
genre
classification
publisher
network:
technology
network element
facilities
infrastructure
performance, availability, management
usage, segmentation, preference
margin, cost, revenue
Case Study: BSS-OSS Transformation

TEOCO Role @ Wireless Operator
Margin Assurance
Start: 1997 Focus: BSS Operational efficiency What: Optimize partner/supplier costs in service delivery to customers Benefits: Cost, time and resource reduction; achieved over 5x ROI
Service Assurance
Start: 2010 Focus: OSS Operational efficiency What: From silo to integrated Performance Management Platform Benefits: consolidated network perf view; agile support for new and evolving services
Customer Analytics
Start: 2011 Focus: Customer-Centric Profitability and Behavior What: Consolidated Repository of customer data and transactions in analytics appliance Benefits: Single view of customer activity; analytic sandbox
Customer QoE
Start: 2011 Focus: Customer-Centric Quality of Experience What: Real-Time Service Quality Managment to provide 360 view of customer perceived quality of service Benefits: Service quality is central to customer satisfaction
+BSS
+OSS
+profitability +behavior
+quality
Operational Assurance
Customer Centric Analytics 10
Experience by Customer Importance
TTI Telecom 2010
Questions?
12
For further information:
Jim.Hayden@teoco.com http://www.teoco.com
PRIVILEGED AND CONFIDENTIAL. The information contained in this material is privileged and confidential, and is intended only for the use of the individual to whom it is addressed and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this material is strictly prohibited. If you have received this material in error, please destroy it immediately.
Background: Submission
PTC Synopsis: Disruption in the Telecom Sector
The telecom business is no different from the radio, TV, music, retailing, advertising, book, newspaper, magazine or many professional services industries. All are being transformed by the Internet. But those industries also are transforming themselves and other industries, as well. So there are defensive and offensive elements to the disruption story: what are you doing to adapt, and what are you doing to create a new business? In many cases, the answer is that telecom providers are preparing to disrupt other industries, even as they adapt their current businesses to market realities. What are you doing?
The Transformation Imperative

The telecom industry is going through a transformation unlike anything it has seen since the birth of the telephone. New technology, new devices, and exploding data usage have redefined what it means to be a service provider today. The choice is clear do you embrace change and adapt, forging new partnerships and business models - or do you remain focused on business as usual at the risk of new competitive threats, lower margins and subscriber churn? Fortunately, along with the hurdles of change have come new tools and technologies that provide the means to deal more effectively with these disruptive forces. But successful change doesnt happen overnight. A disciplined approach is required to ensure the fiscal health of your business and the quality of your customers experience is adequately protected. TEOCO has identified three steps to a successful transformation: optimize, simplify and adapt. As leaders in the Assurance and Analytics space for CSPs, and with a client base that includes the top seven wireless and eight of the top ten wireline providers in North America, we will share examples of how operators are putting these three steps into action creating healthy, profitable businesses that benefit from todays disruptive forces; embracing change and redefining what it means to be a service provider.
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The Transformation Imperative

The New Telecom

Mind the Gap

Making Sense Of It All

Visibility Across the Whole Experience

performance, availability, management

usage, segmentation, preference

margin, cost, revenue

Case Study: BSS-OSS Transformation

Customer Centric Analytics 10

Experience by Customer Importance

TTI Telecom 2010

For further information:

The Transformation Imperative

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