Implementing a New Revenue Intelligence Program

Sheila Hensley, Director of Finance, ATN-AlltelAmir Gefen, Director of Industry Relations, cVidya Networks

TM Forum Management World AmericasDecember 5, 2012

2

Atlantic Tele-Network - History

3

How ATN became part of the US retail wireless business

Minus Divested Properties

(Company Name: Alltel Wireless)

(Company Name: Allied Wireless part of Atlantic Tele-Network, Inc.)

What ATN received for the purchase of the Alltel properties

• 827k Customers in six states

• Radio Access Network supporting CDMA-1X and EVDO-RevA

• Alltel Brand

• 540 employees

• 43 retail locations and 125 indirect agent relationships

• 12 month service agreement with VzW

4

But none of the infrastructure to run a business came with it……..

Alltel’s 12 month challenge:

• Negotiate all Vendor contracts for System and Network equipment, handsets, mobile content, etc.

• Build the Network Core, including the HLR, MMSC, SMSC, Media Gateway, NOC, etc.

• Implement and Develop all OSS/BSS Back-office systems - 102 systems and 190 interfaces.

• Hire all Headquarters Staff

• Hire and Train Customer Care outsourced support team, internal customer care reps, and a technical support team.

5

1st Customer Migration

2nd Customer Migration

June 18, 2011

July 26, 2011

Alltel Customer Migration & All Systems Conversion Complete!!!

By the end of July 2011:

• All of the network and related systems had been implemented and integrated

• All support functions had been hired and trained

• All customers had been migrated over to AWCC’s billing platform

Alltel’s system and network conversion was a success!

6

• The Finance teams continued to stress the importance of a Revenue Assurance and Fraud platform

• However, it was not viewed as a priority by the executives

• Eventually, the Finance team was granted approval to pursue options, but with some terms……..

1Q 2010

Approval to research RA & Fraud vendors

2Q 2010

RFP Issued

3Q 2010

RFP’s received, live onsite demos

conducted

4Q 2010

cVidya Wins

Alltel’s executives slow to respond

7

Alltel understood the importance of TM Forum Compliance

• Alltel wanted to select a technology that was certified and in compliance with the standards and best practices of the leading industry body:

- Business Process Framework (eTOM)- Information Framework (SID)- Business Metrics

8

•Gathered business requirements

• Defined requirements

• Identified interfaces

Note: In parallel to OSS/BSS deployment

• Developed interfaces to OSS/BSS back end

• Mapped data feeds for FraudView and RA (RAP)

• cVidya team provided end-users training

• Ongoing support from project team

•Met with all departments

•Assessed and ranked various fraud and RA risks

•Developed data sources and controls for RAP and FraudView

1Q 2011Risk Analysis and

Information Gathering

2Q 2011Business

Requirements, HLD, DDD, IRD, Development

3Q 2011 Development,Integration, &

Implementation

4Q 2011Training & User

Acceptance

Once approved, there was a rapid deployment

A total of 64 interfaces were identified

and mapped to cVidya platform

AWCC Billing Conversion!!!

9

• Alltel’s management was focused on implementing the new billing system; RA & Fraud were not a priority

• For 5 months, Alltel did not have any RA or Fraud protection

• It is still unknown how much fraudulent activity or revenue leakage occurred during that 5 month period.

• Management continued to be skeptical about the need and value of RA & Fraud platform

However, it did not took long for management to realize the value provided through cVidya’s Revenue Intelligence platform…….

A new billing platform was launched without a revenueintelligence platform

10

• Fraud alerts developed in the cVidya tool identified unusually high usage to uncommon destinations

• Roaming long distance fraud was identified in certain Caribbean countries

• New international long distance fraud cases were identified within 24 hours

135 Cases of International Long

Distance Fraud

Time Period # of Alerts2011(Nov-Dec) 13,485

2012 to date 15,214

International Alert Counts:

• Cuba• Dominican Republic• Jamaica

Fraudulent long distance calls:

After implementation, RA & Fraud platform delivers quick wins

11

Year# Lines

Disconnected2011 1112012 387

Many fraudulent lines have been disconnected

associated w/ILD Fraud

Revenue Intelligence team continues to monitor the alerts. International long distance fraud is now controlled

Since the majority of the fraudulent calls identified were while roaming:

• Contacted carriers involved and asked they block ILD on Alltel’s customers• Blocked international calling to specific countries on the switches• Customers must visit a retail location and show proof of ID to add the ILD feature

New alerts were added:• International Calls – Cuba

• International Calls - Dominican Republic/Jamaica

Current State

New processes and alerts were added to the platform

12

Revenue Assurance Business impact

Various revenue leakage issues were identified and reported to the relevant internal teams for resolution

• Duplicate records and data sessions generated by certain carriers• Issue with third party provider - disconnects not processed correctly• Differences in provisioned features compared to billed features• Carries sending invalid data and time combinations in their AAA records

causing incorrect calculations or increased dropped records

• Voicemail usage not billed appropriately• Billing system allowing free services during network element outages

and maintenance windows• Billing system allowing prepay bypass while in a suspend status • Calculation for data usage only included the download instead of the

download and upload

Examples identified for Pre-paid RA:

Examples identified for Post-pay RA:

13

RA and Fraud platform delivers additional benefits

Utilized as an exclusive, ‘semi data-warehouse’ for certain data types, such as:

• Custom usage details• Switch records decoded from binary to text format• Customer detail records for subpoena compliance• Usage detail for data roaming settlements between carriers• Data sources for accounting group helping to book roaming to the

correct markets and partnerships

Several teams are now dependent on data coming from RA & Fraud platform:

• Finance and Accounting• Roaming Operations• Product Marketing (Prepay Revenue)• Internal Security (Subpoena Compliance)

The platform that was once ignored and not considered a priorityis now an extremely valuable asset!

14

Lessons Learned

• Management buy-off and support – a key for success

• Select a vendor that will truly work as your business partner

• Select a technology that is market proven and in compliance with the industry standard bodies like TM Forum

• Identify and map all required data points across the company

• Get Internal IT and database management onboard

• Training will ensure your ROI

15

THANK YOU!

16