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AdvOSS CRM
1
AdvOSS CRM
PRODUCT DATA SHEET
Latest version of this Product Datasheet can be downloaded from
www.advoss.com/resources/datasheet/advoss-crm-product-
datasheet.pdf
COPYRIGHT © AdvOSS.com, 2007-2012
ALL RIGHTS RESERVED
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Table of Contents 1 AdvOSS CRM ........................................................................................................ 3
2 Business Use Cases ................................................................................................ 4
3 Modules .................................................................................................................. 6
CRM Modules & Features Specifications ..................................................................... 9
3.1 Offerings Management .................................................................................... 9
3.2 Product Catalog Management ....................................................................... 10
3.3 Service Management ..................................................................................... 12
3.4 Customer Management ................................................................................. 13
3.5 Order Management ........................................................................................ 14
3.6 Inventory Management ................................................................................. 15
3.7 Customer Self Care ....................................................................................... 16
3.8 Customer Service Representative Portal ....................................................... 17
4 Integration Points .................................................................................................. 17
4.1 Billing Systems ............................................................................................. 17
4.2 Provisioning Systems .................................................................................... 17
4.3 Voucher Management System (VOMS) ....................................................... 18
5 Key Benefits ......................................................................................................... 18
5.1 Scalability: ..................................................................................................... 18
5.2 Reliability: ..................................................................................................... 18
5.3 Robustness:.................................................................................................... 18
5.4 Customizability: ............................................................................................ 18
5.5 Disaster Recovery: ........................................................................................ 18
5.6 Flexibility: ..................................................................................................... 19
5.7 Resilience: ..................................................................................................... 19
5.8 Speed: ............................................................................................................ 19
5.9 Data Integrity: ............................................................................................... 19
5.10 High Availability: ...................................................................................... 19
5.11 Redundancy: .............................................................................................. 19
5.12 Security: ..................................................................................................... 19
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1 AdvOSS CRM
AdvOSS CRM allows a service provider to manage all aspects of its
relationship with its Customers. It allows the CSP to define services,
create multiple Service Offerings for each service, bundle them in
products and catalogs and issue those products as subscriptions to
subscribers. It provides captive and web portals for different types of
users of the system including customers, CSRs, administrators, channel
partners, resellers and vendors.
AdvOSS CRM architecture is based on open APIs and hence can be
easily integrated with other B/OSS products to build larger solutions.
AdvOSS has a range of B/OSS products in its portfolio with which
AdvOSS CRM comes pre-integrated as part of AdvOSS Solutions.
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2 Business Use Cases
Service Management
o Define new services
o Define service profiles
o Define CDR formats
Plans Management
o Account types (pre-paid or post-paid or combination)
o Taxation rates
o Available Billing Cycles
o Charge Head definitions
Offering Management
o Manage Service Offerings
Service Profiles
o Manage Counter Offerings
Total Units and Sub-Units
Sub-Units initialization frequency
Matching Criteria
Based on Destination or Request-URI
Based on Time of Day
Manage Product Catalog
o Manage Subscription Charges
Bundled Service Offerings
Bundled Counter Offerings
o Add-On Service Bundles
o Add-On feature bundles
o Add-On Counter Offerings
Customer Management
o Define new paying party accounts
Type Management (B2B, B2C, Enterprise)
o Define new using party accounts within paying party accounts
Type Management (Main Account, Subsidiary Account)
o Identity Management
username / passwords
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Mac Addresses
IP Addresses
PublicIDs
PrivateIDs
ANI/Calling numbers
PIN Numbers
o Device Management
o Billing Cycle Management
o Contact Management
Create multiple contacts on-file
o Payment method management
Keep multiple payment methods on file
o Personalization
Preference Management
Payment preferences
Contact preferences
Language preferences
Invoice preferences
GUI Look and feel preferences
Service preferences
Service features like ring-tones
Contact method preferences
Parental control or other preferences
o Assign Inventory (Logical / Physical / Network)
Subscription Management
o Assign products to Subscribers
Plan Subscriptions
Bundle Subscriptions
Add-On Subscriptions
Value Added Services Subscriptions
Feature Subscriptions
Counter Offering subscriptions
o Change Subscriptions
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Inventory Management
o Logical Inventory
DID Numbers
o Physical Inventory
CPEs
o Network Inventory
IP Addresses
BRAS Ports
Portals
o Subscriber Self-Serve
o Agent Self-Serve
o Franchisee / Partner Self-Serve
o Vendor / Supplier Self-Serve
o Customer Service Representative
o Administrator
o Interfaces
Web based
SMS based
IVR based
Captive Portals
o Web based captive portals
o IVR based captive portals
Alerts and Notifications
o Multiple Transport Methods
Email Alerts
SMS Alerts
IVR Alerts
3 Modules
AdvOSS CRM is composed of the following modules:
Offerings Management
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Product Catalog Management
Service Management
Customer Management
Order Management
Inventory Management
Customer Self Care
Customer Service Representative (CSR) Portal
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CRM Modules & Features Specifications
AdvOSS CRM consists of the following modules and features:
3.1 Offerings Management
The Offerings Management module deals with the entities that can actually be
assigned to the customers and which can be charged. This is enabled by the
abstraction of Service Offerings.
Different Policies/Rate Sheets can be assigned to a Service Offering, which
define the type of rating to be done.
Service offerings are defined based on the abstraction of Service and CRM
admin can define Service Offerings as per the default service(s) enabled which
is according to the product license acquired from AdvOSS.
E.g Service offerings of the type “Internet Access Service” are defined to have
the following attributes:
● Recurring charges associated with the service offering
● An optional one time activation charge associated with the
service offering
● A data cap ( implemented as counter)
● Bandwidth
● Data rate to be charged when data cap expires.
Service Offering Differentiators
The following attributes are the key differentiating criteria that
differentiate one service offering from another:
o Point in time attributes e.g. bandwidth
o Period of time attributes e.g. the following:
- 10 GB data cap over a month for Internet Access Service
- Prefix based free minutes for residential voice service
All period of time properties have counters associated with them
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An example of Service Offering of the type “Internet Access Service” can be as
follows:
1 MB Bandwidth and 10 GB Data Cap with Recurring Charges of 15 Dollars
and one time activation charge of 3 Dollars. The rate after reaching data cap
can be 0.1 Dollars per 100 MB.
Please note that the actual deduction of the charges will be done by the
AdvOSS Billing System upon firing of the relevant billing cycle, and is not the
responsibility of the Offerings Management module.
Similarly other service offerings can be defined quickly as per CSP
requirements and according to the Product License.
3.2 Product Catalog Management
The Product Catalog Management module enables the definition of Product
Catalogs as per CSP business requirements. This can also offers the feature of
bundled products which can then become part of the existing products in the
current Catalog. This module empowers the product managers of CSPs to
quickly define new converged bundled offers as per changing business
requirements. The same is made possible on account of the following two
abstractions:
SERVICE OFFERINGS:
Service Offerings are the entities as per explanation in I above. They
can be assigned to plans as well.
PLANS:
On the basis of Plans abstraction, the AdvOSS Product Catalog
Management module is highly flexible and supports any combination
of different types of service offerings that can be bundled. The same is
possible in a truly unified and converged manner.
Different types of plans can be created (Prepaid or Postpaid) with
following attributes:
● Up to two different tax rates
● One time activation charge
● Recurring charges per billing cycle
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● Credit limit
● Various combinations of service offerings
Some hypothetical examples of plans are as follows:
SILVER PLAN (PREPAID)
This plan could have the following attributes:
● The following Service Offerings as part of the bundle in the
plan:
○ 1MB-10 GB Internet Access based service offering
○ A Residential voice service offering with 400
minutes per month free for European prefixes.
○ A Residential voice service offering with free on
net calls
○ SMS Service Offering with 400 national and 100
international SMS per month
■ Tax 1 defined as 10 percent
■ Tax 2 defined as 7.5 percent
■ 40 Dollars Recurring Charges per billing cycle
■ Zero credit limit since this is a prepaid plan
Premium Plus (POST PAID)
This plan could have the following attributes:
● The following service offerings as part of the bundle in the
plan:
○ IPTV Service Offering with 200 predefined channels
and 4 movies per day as video on demand.
○ 2MB-30 GB Internet Access based service offering
○ A Residential voice service offering with 500
minutes per month free for North American
prefixes.
■ Tax 1 defined as 8.75 percent
■ Tax 2 not defined i.e 0.
■ $5 Recurring Charges per billing cycle
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■ Credit Limit of 10 Dollars, since this is a postpaid account.
NOTE: Above examples of bundled service offerings are fully applicable only if
Customer has AdvOSS CRM & Converged Billing Product licenses for Converged
Multi Services. Otherwise Customer may define any Service Offerings and Plan
according to the default service(s) enabled (voice, data etc) as per the license
acquired.
3.3 Service Management The Service Management module enables flexible and powerful mechanism to
define new and sophisticated services of any kind. Service Management
Module is an optional add-on module which allows adding new services on
the fly. The same is enabled by having the following two abstractions in the
system:
SERVICE GROUPS:
Service Groups are abstractions that identify the broad category a service
belongs to.
Some examples of typical service groups are as follows:
● Voice
● Data
● SMS
● MMS
● IPTV
● Video On Demand
● Network Gaming
● Video Conferencing
Similarly new service groups can be defined quickly as per CSP requirements.
SERVICES:
Services are defined based on the service groups.
Some examples for services are as follows:
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Services for Voice Service Group
● VoIP Peering
● SIP Trunking
● IP To Phone
● Phone to Phone
● Callback
● Residential VoIP
● PBX
Service for Data Service Group
● Internet Access
Similarly other services can be defined quickly as per CSP business
requirements.
Service Management Module is add-on module which is enabled if
Customer opts for the full license of Converged Multiple services.
3.4 Customer Management
The AdvOSS customer management module provides powerful subscriber
creation and active subscriber management features. The features available in
this module empower the CSR and operations personnel to perform the
customer care related functions, and manage daily operations in a highly
convenient and efficient manner.
Some of the features available in this module are listed below:
● Adding a subscriber
● Deleting a subscriber
● Adding service offering to a subscriber
● Deleting service offering from a subscriber
● Changing parameters of service offerings assigned to a subscriber
e.g. password, CPE type, etc.
● Adding counters to a subscriber
● Adding line rents to a subscriber
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● Removing line rents from a subscriber
● Changing the state of a subscriber ( blocking , unblocking ,etc )
● Changing the state of a service offering ( blocking , unblocking ,
etc)
● Updating the balance of a subscriber
● Editing the contact details of the subscriber.
The features available in the subscriber management module can also be
customized as per CSP business requirements. New features can also be
added as per demand and customizations.
This module is available for the CRM Admin Portal and the Customer
Services Representative Portal.
3.5 Order Management
AdvOSS CRM enables complete Order Management and Fulfillment. Generic
Customer Account creation is briefly mentioned below which can also be
tweaked as per CSP requirement.
Initiation of Customer Account Creation on
either of the Following
Admin PortalCSR PortalFranchise Portal
Assign the following To A Customer
Mandatory
PlanBilling Cycle
OptionalSubscriber level Line rentsService offeringsAdd-ons E.g Counters
Provisioning on the charging & Billing System
Provisioning on the CPEs
Provisioning on the ASN Gateway
Provisioning on the any other
Network Elements
3a
3b
3c
3d
Customer Account Created & order
Fulfillment Concluded
1
2 3
4
Customer account creation workflow is indicated below:
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1)- It can be triggered through Franchisee module, CSR (contact center)
module as well as the admin module.
2)- Wherever the workflow is triggered from, it follows a similar path
onwards to fulfillment
3)- Mandatory attributes of Plan and Billing Cycle need to be assigned
to the customer
4)- Optional attributes like subscriber level line rents, Service offerings
and add ons ( e.g. counters ) are assigned to the customer
5)- CPE Type and any CPE provisioning specific parameters need to be
selected
6)- Customer is provisioned on the following :
a) IN & Billing System
b) Network elements such as Application Server & Policy servers
c) CPE(s)
d) Any other required network elements
7)- Customer account is created and order is fulfilled , enabling the
customer to use the services.
3.6 Inventory Management
AdvOSS CRM offers basic Inventory Management features enabling CSPs to
keep track of Physical as well as Logical Inventories and their assignments to
the Customers.
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AdvOSS Inventory Management
3.7 Customer Self Care
AdvOSS Subscriber Self Care module allows CSPs an increased level of
subscriber self service while reducing the operating costs. It enables them to
offer various self service options to their customers including following and
more:
● Subscriber State: Shows subscriber’s current state i.e.
whether active, blocked, etc.
● Subscriber Balance: Current Balance of the subscriber
● Subscribed Offerings: Details of plans and service
offerings subscribed by the subscriber
● Voucher Recharge: Ability to recharge account through
vouchers and see complete Voucher Recharge history of
the subscriber
Physical Inventory
CPEs Inventory
Application Servers Ports
Logical Inventory
DID Management
VPN
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● Bill History: Ability to view bills of the last few billing
cycles.
● Online Bill Payment: Ability to pay bills online through
credit card, and other payment options by integrating
with online payment gateways.
● Service Usage History: Detailed usage history for the
current billing cycle for the subscriber
● Integrated Trouble Ticket: Raising trouble tickets and
various other self service options can be supported.
3.8 Customer Service Representative Portal The Customer Service Representative module offers the features mentioned in
Subscriber Management heading as described above. Moreover, powerful role
based security framework is implemented through which different CSR roles
can be defined, each with different privileges. This module can be further
customized as per CSP requirements.
4 Integration Points
AdvOSS CRM offers points of integration with the following
systems:
4.1 Billing Systems AdvOSS CRM can integrate with Billing Systems that are
responsible for billing and revenue management. AdvOSS
offers its own fully featured Converged Billing System as well
with which AdvOSS CRM comes pre-integrated.
4.2 Provisioning Systems AdvOSS CRM can integrate with Provisioning Systems that are
responsible for provisioning various entities like network
elements, access servers, etc. AdvOSS offers its own fully
featured Provisioning System as well with which AdvOSS CRM
comes pre-integrated.
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4.3 Voucher Management System (VOMS) AdvOSS CRM can integrate with Voucher Management Systems
that are responsible for managing the voucher lifecycle. AdvOSS
offers its own fully featured Voucher Management System as
well with which AdvOSS CRM comes pre-integrated.
5 Key Benefits
AdvOSS CRM offers the following key benefits to the CSPs, in addition
to its feature set:
5.1 Scalability: The System can scale linearly up to a few million subscribers offering
substantial advantages in terms of cost reduction and ease of scalability.
Scalability is achieved using various techniques like distributed database
design.
5.2 Reliability: The system provides high reliability and ensure mechanism to avoid system
downtime though fully redundant DB architecture.
5.3 Robustness: The system is very robust and keeps performing in the fact of errors.
5.4 Customizability: The system is designed to allow for easy and rapid customizations as per CSP
requirements, on demand.
5.5 Disaster Recovery: The System can be deployed in two geographically distant data centers, for
disaster recovery reasons. AdvOSS Database solutions provide real-time DB
replication to remote slaves. This gives the remote location an almost real-
time image of the live database and the system can fall back to remote
location in a disaster situation.
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5.6 Flexibility: The system is service agnostic and has the architectural provision to support
any business model. This allows for easy customizability to support specific
requirements of a CSP.
5.7 Resilience: The system works at high loads within its thresholds and gracefully keeps
working by handling the situations even beyond the guaranteed thresholds
e.g. by rejecting requests.
5.8 Speed: The system guarantees high speed of operations and latency times associated
with the operations.
5.9 Data Integrity: The system preserves the integrity and correct relationship of data in order to
guarantee the correct behavior.
5.10 High Availability: The system uses various techniques to ensure high availability behavior.
5.11 Redundancy: The system achieves redundancy through multiple methods like having
database servers in active/active configuration. The database servers as well
as the servers hosting the GUIs are hosted in geographically distributed data
centers.
5.12 Security: Powerful role based security is implemented in the AdvOSS CRM GUI.
Detailed Audit Trail and logging is provided by the system, in order to cater
for security requirements.
