PTC12_Sun IB1_Jim Hayden.pdf

7/29/2019 PTC12_Sun IB1_Jim Hayden.pdf

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The Transformation Imperative

PRIVILEGED AND CONFIDENTIAL. The information contained in this material is privileged and confidential, and is intended only for the use of the individual towhom it is addressed and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notifi ed that any

dissemination, distribution or copying of this material is st rictly prohibited. If you have received this material i n error, please destroy it immediately.

Jim Hayden

Managing Director, Business [email protected]


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Demanding, SophisticatedConsumers

Any Service on Any Device

On-Demand & UniversalAccess & Covera e

Customer Expectations

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Unique, Personalized Services

Fickle, Non-Loyal


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Fixed, Mobile, Web Convergence

Everything is Data / Content Smart & Emerging Devices

Mobile App economy

Technology Overdrive

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-

Clouds Based Services

Service Delivery PartnerEcosystem


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Competition vs. Cooperation

Customer Ownership Transactional Visibility

Revenues vs. Consum tion

The New Telecom

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Threat of Commoditization

Pressured Margins


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Application & Data Silos

OSS & BSS Separation Operator & Consumer

Divide

Mind the Gap

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Departmental Barriers


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A Wealth of Data

Volume, Variety, Velocity Operational Intelligence

Historical Context

Making Sense Of It All

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Slice & Dice


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h ll n

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Address the complexity

Delight your customers

Do it profitably


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Steps to Success

Assure: maximize existing assets

Optimize Profitability: revenue without margin is notan option

1. Optimize

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Consolidate: eliminate application and data silos Consistency: Provide enterprise view of business

and network performance2. Simplify

Analyze: Understand customer, device, networkbehavior: what, where, when, how, why?

Forecast, Predict: Proactively engage customers andpartners in relevant way

3. Adapt


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Visibility Across the Whole Experience

Behavior ProfitabilityQuality

customer: age rate plan handset tenure arpu location

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usage, segmentation,preference margin, cost, revenueperformance, availability,management

service: service type media genre classification publisher

network: technology network element facilities infrastructure


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Case Study: BSS-OSS Transformation

TEOCO Role @ Wireless Operator

Margin Assurance

Start: 1997

Focus:BSS Operationalefficiency

What:O timize artner/su lier

Service Assurance

Start: 2010

Focus:OSS Operationalefficiency

What:From silo to inte rated

CustomerAnalytics

Start: 2011

Focus:Customer-CentricProfitability and Behavior

What:Consolidated Re ositor

Customer QoE

Start: 2011

Focus:Customer-CentricQuality of Experience

What:Real-Time Service

|10Operational Assurance Customer Centric Analytics

+BSS +OSS +profitability+behavior

+quality

costs in service delivery

to customers

Benefits:Cost, time and resourcereduction; achieved over5x ROI

Performance

Management Platform

Benefits:consolidated networkperf view; agile supportfor new and evolvingservices

of customer data and

transactions in analyticsappliance

Benefits:Single view of customeractivity; analytic sandbox

Quality Managment to

provide 360 view ofcustomer perceivedquality of service

Benefits:Service quality is centralto customer satisfaction


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Experience by Customer Importance

|TTI Telecom 2010


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Questions?

12


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For further information:

PRIVILEGED AND CONFIDENTIAL. The information contained in this material is privileged and confidential, and is intended only for the use of the individual towhom it is addressed and others who have been specifically authorized to receive it. If you are not the intended recipient, you are hereby notifi ed that any

dissemination, distribution or copying of this material is st rictly prohibited. If you have received this material i n error, please destroy it immediately.

. .

http://www.teoco.com


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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 theInternet. But those industries also are transforming themselves and other industries, as well. Sothere 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 telecomproviders are preparing to disrupt other industries, even as they adapt their current businesses tomarket realities. What are you doing?

The Transformation Imperative

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the telephone. New technology, new devices, and exploding data usage have redefined what itmeans 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 atthe 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 themeans to deal more effectively with these disruptive forces. But successful change doesnt happenovernight. A disciplined approach is required to ensure the fiscal health of your business and thequality 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 shareexamples of how operators are putting these three steps into action creating healthy, profitablebusinesses that benefit from todays disruptive forces; embracing change and redefining what itmeans to be a service provider.

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PTC12_Sun IB1_Jim Hayden.pdf