Accelerating digital transformation of

Communication Service Providers

DIGITAL COMMERCE

& CUSTOMER MANAGEMENT

We live in a data-driven world where every aspect of our lives is digital, right from social interactions,

payments, to shopping. Internet and smart phone usage are driving this change.

There will a five-fold increase in the average monthly smartphone data usage from 2016 to 2021. From

1.7 GB in 2016, the average monthly smartphone data usage is projected to reach 8.9 GB in 20211.

Traditional mobile services (calling, messaging and content viewing) are getting replaced by much

evolved OTT solutions. The critical component of the digital experience is the connectivity facilitated

by the Communication Service Providers (CSPs). While the CSPs are the real enablers in realising the

digital future, their own process and service delivery delay their digital transformation.

Broadly, CSPs are at three different stages of digital transformation.

Changing end-user behaviour brings both challenges and opportunities for CSPs. Decreasing average

revenue per user, customer drop-outs during the onboarding process, competition from OTT players

are some of the key challenges for CSPs with the majority of them already started or planning to start

their digital transformation journey.

Stages of Digital Transformation

CSPs who look for clarity on

why they should become a

Digital Service Provider

(DSP).

Why Digital?

CSPs who have realised the

i m p o r t a n c e o f d i g i t a l

transformation and want to

k n o w h o w t h e y c a n

transform themselves to

become a DSP.

How Digital?

CSPs who have accepted the

digital transformation and

wish to know the next steps

to equip themselves for the

future requirements.

For digital transformation to

be effective, CSPs need to

look at all processes from

customers’ perspective to

make their journey truly

engaging, meaningful and

uncomplicated.

What’s Next?

Sterlite Tech’s Digital Commerce and Customer Management (DCCM) is a customer-centric platform

that digitises each interaction and every engagement of CSPs, its customers and partners. The

platform is tailored specifically for CSPs with complete selling, marketing, monetisation, revenue

management, billing and self-care capabilities. DCCM enables CSPs to monetise their services via

every touch points, channels and devices.

DCCM improves operational efficiencies of CSPs by replacing back-office operations with end-to-end

automated processes and enriches the end-user experience by providing one-stop telco storefront for

all their needs.

Digital Commerce &

Customer Management

2

Self Activation

Request for demo

2

Self Activation

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2

$20BUY

$56BUY

BUY$30$85

BUY BUY$20

$100BUY

1)

An all-

encompassing

Telco Storefront

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2)

Mobile-based

service purchase

& E-verification

through Digital

Onboarding

3)

Contextual

offers based on

Advanced

Personalization

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5)

Consistent experiences

across touch points with

Omni-channel Platform

4)

Common agent

view with

Assisted

Service

Digitalized Customer Journey & Omni-channel Experience

DCCM is designed to address the commerce requirement of CSPs and it enables fully-integrated omni-

channel strategy for online, mobile and in-store functionalities.

B2C Commerce

Key Features

� Predeveloped Telco Starter Store with off-the-

shelf functionality, supporting multiple sites,

brands, catalogues, currencies, languages and

local conditions

� Sophisticated facet search based on keywords,

price, data limits, regions etc.

� Customers can easily compare phone and plan

features, rich media details and accessory

availability

� Manage complex packages/bundles and deliver

an extremely targeted personalised user

experience

CrossSelling

E-commerceLogistics

Search &Navigation

PromotionsProductContent

Management

AssistedSelling

TelcoDigital Store

AdvancedPersonalization

Web ContentManagement

Omni-ChannelCapability

StoreLocator

Payment &Collection

Digital CareDigital self-care solutions offer a seamless digital experience, which fully integrates mobile into the commerce

infrastructure, offering:

� Customer self-care app for iOS, Android & Web to view usage, notifications, purchase, recharge, bill payment,

register complaints, view account, billing history and order status

� B2B and B2C self-care apps and barcode integration provided as an omni-channel link

� Digital commerce integration for an omni-channel view across app, web and other channels

� Social media log-in support and customisable SDK toolkit for iOS & Android

Omni-channel

ModuleThe next-generation commerce API of DCCM offers

a broad set of commerce and data services, helping

to leverage the complete Commerce Suite

functionality anywhere in the CSP’s existing

application landscape. The omni-commerce

module enables new touch points and channels

without lengthy and costly IT cycles.

SMS/Notifications

EmailPrintSocial

IOTMobile Contact CenterIn Store/Branch Agent ToolsWeb Market Place

RESTful Commerce API

CommerceBusiness Service

Customer Service ManagementDCCM’s Customer Service Management

module provides Customer Service Agents

(CSAs) with easier and faster access to the

necessary information, allowing them to

quickly resolve customer requests and

complaints.

Key Features

� Automation of new orders, modify previously

placed orders, complete partially filled orders,

take payments, cancel orders, authorise returns,

and refund payments

� Integration with customer support tools such as

customer ticketing system, assisted service

module, omni-channel care, single sign-on

functionality and chat integration.

� Enhanced customer care, giving CSPs complete

visibility and control over customer history,

service plans, policy, usage information, billing

and payments

Integrated CustomerExperience Relevantengagement todrive loyalty & ARPU

CRM

(campaigns,leads, quote,contact)

Usage & Billing

(Plan, profile, billingdetails, payments,collections,complaints)

Commerce

(Store, Orders,Orders status,returns, offers)

Campaign & Lead

Enabling CRM teamwith campaigns andLead management

Usage, Billing, Credit Limit

Centralized view of usage,billing, payments

Complaints & Tickets

Complaints and ticketsgenerated by user

Order Management

End to end ordermanagementand workflow

Centralised Product Management seamlessly

manages complex Product Package Information

(PIM) consisting of a phone with a contract and

monthly plan, top-ups, additional child accounts,

free usage and chargeable usage.

The DCCM platform differentiates itself with the

integration of product information with Product

Content Management (PCM), a key requirement

to manage product content including product

relationships (e.g. top sellers, spare parts,

equipment etc.), detailed attributes, product

versions, variations and product-related media

requirements. The module simplifies:

Product Management & Bundling

� Setting-up of product bundling for adding digital, non-digital offering and services and differential pricing rules

� Defining cross-selling or up-selling rules to give customers product recommendations (e.g. accessories, spare

parts etc.)

� Customer view of products tied to different promotions, and qualify for offers via rule sets

� Rolling-out of targeted promotions such as delivery discounts, gift certificates from a certain order value, "buy

one get one free", or multi-buys

� Single view of inventory with configurable Alternative Trading System (ATS) rules

� Real-time inventory management; configurable sourcing and allocation; pick, pack and dispatch feature; and

automated order workflows

� Commerce Infrastructure System integration including payment, tax calculation, and shipping carrier

integration

PCM

UserGeneratedContent

Images(Hi-res &Low-res)

SearchFilters

ProductDescription

EditorialContent

Rich ProductPresentation

ProductVideos

Categories ProductFeatures

PromotionsCampaigns

PIM

S zesi TechnicalFeatures

ProductName

ArticleNumber

Order Management SystemOrder Management System enables CSPs to centrally manage orders. It supports both B2B and B2C commerce

requirements. The platform offers:

Order Controller/Order Versioning

Order Entry PaymentFraud

CheckingWarehouseIntegration

Notification Delivery

Mobile

3 PartyrdFraud

CallCenter

CustomerInternalFraud

Print

ReturnManagement

Email/SMS

Multi-TenderPayment

(Cash,Non-cash,Gift Cards)

StandardPayments

OrderStatus/StockLevel Consignment

Item NotIn Stock

Item OnBackordere

OrderPartiallyShipped

PaymentRejected

FraudDetected

Store Web

� Previously viewed pages or categories and previously purchased plans/add-ons or usage/recharge pattern

� Personal information to provide popular plans based on the current location information. For example: Providing

international roaming packs in airports

� Event-based triggers such as data limit exhaustion

� Existing items in cart to provide bundled recommendations

The DCCM platform incorporates an advanced personalisation module for CSPs which use multiple criteria-

based triggers to make a contextually relevant offer to a customer. Product recommendations are based on:

Advanced Personalisation

DCCM offers an integrated partner management

module that helps CSPs to create combined

offers/packages using their core products with

partner offerings.

B2B Commerce

� Pre-configured report widgets to graphically display statistics and trends derived from data in the commerce

database

� Users can create customised reports which give them the flexibility to add, remove, rearrange and set

parameters for widgets

Advanced data analytics feature of DCCM allows CSPs to analyse performance, manage data and marketing

ROIs. The reporting module includes:

Reporting & Analytics

� A complete view of the customer profile and purchase history allowing them to

provide relevant recommendations

� Customer service agent gets the same view as the customer enabling them to

resolve issues or provide real-time guidance to the customer on their purchase

journey

The DCCM platform is integrated with Interactive Voice Response (IVR)

capabilities, which can be configured with different voice self-care options.

The Neox IVR & Contact Centre solution is pre-integrated with Sterlite Tech

DCCM Platform enabling the customer service agent with:

IVR & Contact Centre

Key Highlights

� Pre-configured B2B channels with account

pricing, procurement processes, customised

product catalogues, user roles, account

management, volume purchasing, enterprise-

class reporting etc.

� Partner/resellers, store executive, and managers – all get a unified 360 view of products, customers and orders

� An in-store application helps the in-store person with centralised subscriber account and allows targeted sale

with opportunities for up-selling and cross-selling

� A B2B2C store application helps partner/resellers to make a targeted sale with opportunities for up-selling and

cross-selling

B2B PriceQuote RequestManagement

B2B StoreWeb ContentManagement

CommerceSearch

B2B OrderManagement

B2B ProductCatalog

B2B CreditManagement

B2B Store

Open & Modular ArchitectureThe Open and Modular architecture of the DCCM platform allows it to be easily integrated with any 3rd Party

O/BSS systems.

Real-Time Billing, Charging and

Policy ControlDCCM is integrated with real-time billing,

charging and policy control platform to cater

to real-time services across networks and

subscriber types. This integrated platform for

c u sto m e r m a n a g e m e n t , m e d i a t i o n ,

receivables, invoicing, payments and

collections enables CSPs to offer real-time

digital services essential for the digital

economy.

� Reduction in Subscriber Acquisition Cost & Time

› 45% reduction in Subscriber Acquisition Cost

40% reduction in Subscriber Acquisition Time›

� Increased Revenue

140% increase in daily New Order Run Rate›

� Faster time to market

New Features rolled out in 2 weeks›

Value Proposition

� Designed for telcos, based on leading commerce platform

� Single stack supporting B2B and B2C requirements

� Manage complex product and service catalogues (digital & physical)

� Integrated mobile & omni-channel strategy

� Achieve higher customer engagement and average revenue per user

� Provide a high-quality customer experience and streamline the purchase

process

� Agile architecture, enhancing sales of devices, plans & accessories

� Rich product content to drive revenue – powerful product catalogue with

native web content management system

� A solution tailored to suit MVNO/Cable/LTE with off-the-shelf use cases

� Pre-integrated with Sterlite Tech BSS platform

� Faster deployment

DCCM Differentiation

� Operational Excellence

Plug and Play features›

DevOps delivery for faster Time to Value›

� Richer Customer Experience

Quality of Subscriber improved leading to›

increased ARPU

� Enhanced Deployment Architecture

Docker enables 85% reduction in Downtime›

Use Cases

B2B & B2C B2BB2C

Location-basedPlans

In-storePickup

AssistedSelling

SocialMediaLogin

ChannelHopping

Real-TimeBalanceInformation

ContextualOffer

Notifications&Alert

PlanComparisonE-KYC

StoreLocator

DigitalStore

Build MyPlan

Cross-sellUpsell

ProductBundling

DigitalSelf-care

Social/PartnerDigital Store

Omni-channelOrderManagement

Post-paid-to-Prepaid &Vice versa

AssistedSales

E-Top-up

Smart Pricing/ContextualOffering

Recomme-ndations

B2BBalanceTransfer

CustomerManagement

EnterpriseHierarchy

Digital PartnerManagement

DigitalPayments

DigitalCare

DigitalGoods

DigitalcustomerOnboarding

Unified ProductCatalog

BorrowMoney

InviteFriend

Friends &

Family

Plans

TransferBalance

MNP Prepaid/Post-paid

ST

8 B

R-S

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1/

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Sterlite Technologies Ltd [BSE: 532374, NSE: STRTECH], is a global technology leader in smarter digital infrastructure. With a

pure-play telecom focused business that develops & delivers optical communication products, network & system integration

services and OSS/BSS software solutions, Sterlite Tech has sales network in six continents. The Company has manufacturing

presence in India, China & Brazil, and aims to transform everyday living by delivering smarter networks. With a strong portfolio of

over 1 patents, Sterlite Tech is home to India's only Centre of Excellence for broadband research. Projects undertaken by the62

company include intrusion-proof smarter data network for the Armed Forces, rural broadband for BharatNet, Smart Cities'

development, and establishing high-speed Fibre-to-the-Home (FTTH) networks.

About Sterlite Technologies:

© Copyright 201 All Rights Reserved.8 Sterlite Technologies Ltd.

For uer or emo mail us : sales@ .comq ies d e sterlite

www.sterlitetech.com

Sterlite Technologies LimitedGodrej Millenium, 9 Koregaon Road, Pune 411001 Maharashtra, IndiaCorporate Office:

Phone: +91 20 30514000