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Tom Vari, Rogers & Brian Cappellani presented at TMForum Management World Nice 2008
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Page 1
Tom Vari
Senior Vice President, Application Delivery
Brian Cappellani
Chief Technology Officer, Sigma Systems
May 22, 2008
Converged Broadband Services Fulfillment…Delivered
Rogers Media Leading Media Brands
Rogers Cable Largest Cable Provider
Rogers Wireless Largest Wireless CarrierRevenues:
LTM $ 5,503M
Operating Profit:
LTM $ 2,589M
Powerful Combination of High-growth Powerful Combination of High-growth Communications & Media Assets Generating Communications & Media Assets Generating
Operating Profits of $3.7BOperating Profits of $3.7B
Powerful Combination of High-growth Powerful Combination of High-growth Communications & Media Assets Generating Communications & Media Assets Generating
Operating Profits of $3.7BOperating Profits of $3.7B
7.3M wireless subscribers Canada’s largest wireless carrier covering 94% of population Leader in wireless data services 3G HSPA network across 25 Canadian markets Only GSM carrier in Canada Extensive national distribution with dual Rogers & Fido brands
2.3M basic cable subs, 1.5M high-speed Internet subs 94% 750/860 MHz, highly clustered plant with 94% cable telephony availability 1.9M digital set-top boxes deployed to 1.4M homes 656K cable telephony subs plus 334K circuit-switched subs Local & long-haul CLEC networks with +20K business customers & 237K lines Over 460 Rogers Retail (Video, Plus/mall, & Fido) stores
52 radio stations & 70 consumer magazine & trade publications Five station Citytv television network Four station OMNI television network Four Sportsnet regional sports TV networks with national HDTV feed The Shopping Channel national televised shopping network Toronto Blue Jays & Rogers Centre event venue
Revenues:
LTM $ 3,558M
Operating Profit:
LTM $ 1,016M
Revenues:
LTM $ 1,317M
Operating Profit:
LTM $ 176M
ROGERS AT A GLANCE
3
Unmatched Platform in North AmericaUnmatched Platform in North AmericaUnmatched Platform in North AmericaUnmatched Platform in North America
Uniquely positioned as only company in North America with full ownership of “quad play” under an integrated platform
Well positioned nationally in residential & business telephony
Rogers’ Canadian market presence would be similar to combination of Comcast & AT&T Mobility
Leveraging Unique Market Positioning & Leveraging Unique Market Positioning & Valuable Asset PlatformValuable Asset Platform
Leveraging Unique Market Positioning & Leveraging Unique Market Positioning & Valuable Asset PlatformValuable Asset Platform
AT&T Mobility 27%
Verizon Wireless 26
Sprint Nextel 22
T-Mobile 11
37%
National Wireless Market Share National Cable Market Share
Comcast 45%
Time Warner 25
Charter 10
Cox 10
30%
NORTH AMERICA OVERVIEW
4
Quad Play TodayQuad Play Today
Specialized bundles of up to four services offered at fixed prices
Rogers better choice bundles – 5, 10, 15 % discount for 2, 3, 4 products selected – contract required
Consolidated bill available covering all products
Single view of customer and their products available to CSR’s
Service Convergence examples:
– Free calling from any Rogers wireless/wireline to any Rogers wireline
– Common voicemail available between wireline and wireless
This is achieved through the point-to-point integration of two disparate flowthrough systems (for cable and wireless businesses), through a product cross reference and a customer relationship cross reference structure.
5
V21Customer Management
Rogers Self Service
V21 Billing Super System Billing
Customer Interaction Manager
Consolidated Bills
SGI
Super SystemCustomer Management
CSM On-line
Launch forordering, billingand collections
APIs to V21
and SS
Case Management
WirelessWireless CableCable
Wireless – Voice – Data - PagersWireless – Voice – Data - Pagers CATV – PPV – Broadband – RHP & RTICATV – PPV – Broadband – RHP & RTI
Launch forordering, billing,
collections
Current System StructureCurrent System Structure
6
Catalysts for further changeCatalysts for further changeCatalysts for further changeCatalysts for further changeCHANGE
Rogers has grown through smart acquisitions and innovative product development
Our expansion has been successful but has also created system and process complexity, duplication and stress, impacting:
– Our ability to consistently deliver a top quality customer experience
– Our speed to market
– Our efficiency and operating costs
More and increasingly aggressive competition across all products and services
Increasing customer demands for unified communications and entertainment solutions and for the unified customer service that should accompany those solutions
7
What we have done and are doingWhat we have done and are doing
Completed an inventory of policies, processes, systems and people skills within Rogers as they affect the customer experience
Are defining the intentional, elevated and profitable customer experience we will deliver consistently to our customers, across all products, services and channels
Are evaluating COTS solutions against the target policies and processes that are being defined; we are focusing on product lifecycle management, ordering and fulfillment, rating and charging, customer service and settlements
Have concluded that we must:
– Replace our multiple product catalogues with an enterprise product catalogue
– Replace our multiple, linked order entry/management systems with a single order management system
– Replace our multiple customer management systems linked by crm with a single customer management system
– Replace our multiple billing systems which transfer charges/adjustments among them with a single rating and billing system
– Move video service fulfillment to the same platform that fulfills broadband services
Have done SIP component testing in lab and are planning a potential network trial
8
Role of TMF in Our ActivitiesRole of TMF in Our Activities
Standard models used during the inventory and analysis phases
TAM level 2 mapping of the current environment and candidate COTS solutions
Gaps in coverage identified as a result (both in as-is and in the candidate solutions)
Version of ETOM processes used as starting point for requirements gathering and to-be process definition
Once solution is mapped with ETOM variation, that becomes the basis for future analysis and documentation
9
Converged Products and ServicesConverged Products and Services
Vision
Common content/services, delivered over multiple possible bearer networks, repurposed and optimized for the target device.
Execution
BSS requirements are being actioned as detailed earlier
OSS requirements are a gradual evolution that maps with network evolution to SIP (Packetcable 2.0/IMS).
Common services launched that cross devices and networks. E.g. common voice mail between wireline and wireless; video on demand delivered via mpeg broadcast, IP or wireless; common email and PIM across broadband PC and wireless data devices; fixed-mobile converged voice service.
Sigma Systems Overview
• Sigma is a Worldwide Leader in Advanced IP
Service Fulfillment Solutions
• 12 years dedicated OSS design & deployment experience
• Strategic, global offices (Canada, USA, Europe, India,
and Japan)
• 350+ Staff
• 50+ Deployments Worldwide
• 20+ VoIP deployments
• Over 100 million services managed across Voice, Video,
Data, ISP, Wireless and emerging markets
• Privately held with 4 years of continued profitability
Offices
Corporate Head Office
55 York Street, Suite 1100
Toronto, Ontario
Canada. M5J 1R7
Asia Pacific Head Office
(Center of Excellence)
402-D, 6th Floor
Sigma House
Senapati Bapat Marg.,
Pune, India . 411 016
EMEA
(Regional Office)
Portland House
Bressenden Place
London SW1E 5RS UK
Sigma History at Rogers
• Sigma has been deployed since 1996• Rogers has consistently recognized the value of a
converged and flexible services layer
• Service offerings and delivery platforms have evolved over time:– 1996 : HSD on proprietary modem technologies– 1997 : HSD through Excite@Home– 2001 : HSD repatriated – proprietary and DOCSIS– 2004 : Yahoo! Integration– 2005 : Residential VoIP– 2006 : Inukshuk “pre-WiMax”– 2008 : Video
• Through this period, Rogers has evolved through 6 different network models of delivering HSD via cable modems
Sigma eTOM functionality at Rogers
Operations
Fulfillment Assurance BillingOperations Support & Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
Supplier/Partner Interface Management
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
RM&O Support & Process
Management
ResourceManagement &
Operations Readiness
Retention & Loyalty
Customer Interface Management
Billing & Collections
Management
CustomerQoS / SLA
Management
ProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
CRM Operations Support & Process
Management
CRM Operations Readiness
Sales & Channel
Management
Rogers Environment
Services• High Speed Internet
– High speed over Cable– High speed over DSL– High speed over Wireless
• Home Phone• E-mail• MPLS VPN• Diagnostic• Topology Management
– Segmentation, Congestion Relief, Synchronization
• Voicemail Server– Track server assignment
• Digital and Analog Video (in progress)
– STB activation– VoD
Platforms• SuperSystem – Updates all
Provisioning activities• SubDB – Updates Subscriber
database managed by Rogers• Cisco BACC – High Speed
Modem and eMTA provisioning• Yahoo – E-mail provisioning• Nortel CS2K – Voice Line
provisioning• Allstream / RTI CSP provisioning• Radius – Authentication for DSL
provisioning• IP Allocator – IP Management for
DSL• NextNet – Wireless Broadband
provisioning.
Rogers Architecture
14© 1996 - 2007 Sigma Systems. Private & Confidential.
OSS/J Subscriber & Order APIs
Sub
IP Allocator
SubDbRadius
Ntwk
NTD
BSS -Vision 21
Service Management Platform
BSS - Supersystem
Yahoo!SAM
RTI/ Allstream
Pre-WiMax
NextNetYahoo!
Video
Seachange
Video
Cisco SA
ADSLADSLCSPVAS
Cisco BACC
DPSCMS
Nortel CS2K
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SCMSCT SPM STM WF Mgr
RTI Telephony
Benefits of Converged Services Layer
• True service layer abstraction– Change out of Device Provisioning and CLEC partners without
impact to upstream BSS layers– Support for multiple HSD access technologies – DOCSIS,
Proprietary Cable, DSL, pre-WiMax– Rapid rollout of new services on infrastructure
• Support for both network and third party partner fulfillment• Rapid reuse of value added services across multiple
access technologies• Repository of Subscriber-Service-Resource information• Automatic recognition of impacted subscriber services
and reprovisioning on network/resource changes– Segmentation and congestion relief, etc
• Integrated support for subscriber diagnostics
16© 1996 - 2008 Sigma Systems
Thank YouTom Vari
Senior Vice President, Application Delivery [email protected]
(647) 747-5411
Brian CappellaniCTO, Sigma Systems
[email protected](416) 365-3966