 | | Agenda Key |  | Cable Sessions |  | Defense Sessions |  | Revenue Management Sessions |  | Analytics |
| | AnalyticsWednesday November 10, 2010 9:00 am - 10:30 am | |
|  Chair: Eric Marotta, Smarter Commerce Product Manager, IBM Corporation John Konczal, Global Industry Executive at Sterling Commerce, sets the Sterling Commerce market and product strategy for positioning the Sterling Commerce selling, fulfillment and business-to-business integration solutions in the communications, media and entertainment industry. His specialty is the design and deployment of e-commerce, channel integration and order fulfillment solutions supporting customer-centric sales strategies in global communications and media environments.
| Enhancing Customer Experience with Analytics: Maximizing Customer ValueThe combination of high capacity access and increasing online transaction volumes is generating enormous amount of customer data. This data, when used with right analytics can generate deep insights into customer preferences and experience enabling service providers to maximize the revenue and profitability per customer. This presentation focuses on analytics impact on customer experience from the connectivity through to profitability.
• Explore how to monetize the deep understanding of customer experience using analytics
• Hear insights into the entire value chain from connectivity to monetization
| Speakers: | | Sanjay Mewada, Vice-President, Strategy, NetCracker Technology | |  Sanjay Mewada oversees NetCracker’s strategic direction and manages its partnership program. Previously, Sanjay was Yankee Group’s Vice President of the Telecom Software Strategies Decision Service. There, he managed research and programs that helped communications service providers improve their business results by using business and operations support systems software and services. Before joining Yankee Group, he worked at MCI, Intelsat and the World Bank in product management and technology evaluation functions. | | | Superior Customer Experience Dashboard at Qtel QatarQtel Qatar, the mother company of the Qtel Group that operates in 17 countries and is the incumbent telecom services provider in Qatar. Customer Experience is a strategic priority for Qtel moving from a monopoly to competition in telecom and ICT services. The Customer Experience Dashboard improved organizational performance against global benchmarks. It also contributed to organizational culture change towards customer focus. Customer Experience is everyone's focus as it has a direct affect on revenue and customer retention. This presentation will It shows how key KPIs can improve internal focus towards customer experience and provide a new tool that can be adopted in any telecom operation for enhancement of customer experience. | | Threat Detection and Mitigation |
As part of the effort to assure network service reliability, AT&T analyzes Internet traffic behavior for leading indicators of network attack activity and tracks the behavior of malicious activities such as botnets. The presentation will outline some of the unique analysis techniques in use and will discuss some recent examples of network security events and trends. Techniques that can be used to help identify and control these threats will be included in the discussion. | Speakers: | | Brian Rexroad, DMTS - Security Architect, AT&T Inc. | |  Mr. Rexroad is a Principle Network Security Architect for the AT&T Chief Security Office. He functions as a network security analyst and is the technical lead developing processing systems to analyze Internet activity for security events such as distributed denial of service attacks, network worms, and botnets. He also provides a role to create security services that help protect AT&T’s customers against these threats. | |
| | Managing the Customer- Quality of ExperienceWednesday November 10, 2010 11:15 am - 12:45 pm | |
| Chair: Christopher Cullan, Product Marketing Manager, InfoVista Chris Cullan is a senior solutions consultant for InfoVista, a leading provider of proactive service assurance solutions. Chris has over 15 years of experience in the information technology industry in professional services, providing design, implementation, integration and project management services for enterprise networking, electronic commerce and security engagements. At InfoVista, Chris specializes in addressing the needs of business service providers and provides pre-sales services for InfoVista’s most strategic accounts across the United States and Canada.
| Making the Elephant Dance: Growing Customer Experience at Tata CommunicationsThis session will provide a service provider’s perspective of how it has innovatively managed the business and cultural transformation using customer experience management as one of the key drivers across distinct business lines over 80 countries of global presence. It will discuss why applying the Voice of the Customer & other experience inputs using eTOM & ITIL frameworks at an organizational structure level is essential for an enhanced Customer Experience as well as provide independent third party CSAT scores, benchmarking results & customer accolades. | Speakers: | | Paul Kirwan, VP Service Management, Customer Services & Operations, Tata Communications Ltd | | VP Service Management
Responsible for the Service Assurance & Management globally of Tata Communications Key customers in the Wholesale Voice and Data Arena, Enterprise & Managed Services Arena.
| | Leveraging IT to Win Customer's HeartsMany organizations undervalue customer care and the contact centers they operate -- a tragic mistake. Don't underinvest in customer care; loyal customers improve the bottom line. Digicel Group consistently achieves high customer satisfaction ratings in all markets where it operates its mobile networks. Discover how aggressive and strategic IT investments in the areas of customer experience, service quality management, and customer care have contributed to high loyalty, low churn, and consistent profits. | Speakers: | | Rick Lievano, Technology Strategist, Microsoft Corporation | |  Rick Lievano is the Worldwide Industry Technology Strategist for the Microsoft Telecommunications Sector. Rick works with partners in developing telecommunications industry reference architectures for assisting customers to accelerate the adoption, deployment and long-term acceptance of Microsoft products and technologies through the use of industry frameworks and architectures. | | Customer Care Service Assurance: Challenges and OpportunitiesService assurance from a Customer Care perspective plays a key role in the success of IP based consumer services such as VoIP, Video, and high speed Internet Access. This paper discusses the elements of a highly automated customer care assurance architecture enabling cost reduction as well as increasing customer satisfaction by promoting proactive assurance and customer self service resulting in operational efficiency.
• Learn what major operational issues are and how to develop the right architecture to resolve them
• Discuss real world experience of a large service provider | Speakers: | | Al Hooshiari, Lead Member Technical Staff, AT&T Inc. | |  Al has over 25 years of experience in Telecommunications OSS planning, design and implementation. Al’s started his career in AT&T Bell Labs where he worked on variety of projects in OSS design and development. He later joined Bellsouth to work on Broadband OSS Architecture.
From 1997 to 2003 Al work as an executive for two OSS vendors. He is currently a lead architect in AT&T Enterprise architecture group responsible for Service Assurance for Consumer Broadband Services.
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| | Billing & Preventive Revenue AssuranceWednesday November 10, 2010 2:15 pm - 3:45 pm | |
| Chair: Kathleen Romano, Executive Director, Verizon Communications Kathy Romano has over 30 years of experience at Verizon after beginning her career with Bell of Pennsylvania. She has held positions in nearly every aspect of telecom operations, providing a significant knowledge base and industry leading vision with regard to OSS, billing and revenue assurance. She currently serves as Executive Director of Verizon Services Billing and Revenue Assurance.
| | Preventive Revenue Assurance: Governance, Metrics and Tools |
Typically, Revenue Assurance has focused on identifying and recovering leakage and then on correction of the root cause of the identified leakage. In Verizon's Retail Unit, the Revenue Assurance team focuses on preventing a customer from ever getting an incorrect bill. This presentation will explore the differences in the Governance processes, KPIs (metrics) and Tools required to support a preventive approach of this type. | Speakers: | | Kathleen Romano, Executive Director, Verizon Communications | | Kathy Romano has over 30 years of experience at Verizon after beginning her career with Bell of Pennsylvania. She has held positions in nearly every aspect of telecom operations, providing a significant knowledge base and industry leading vision with regard to OSS, billing and revenue assurance. She currently serves as Executive Director of Verizon Services Billing and Revenue Assurance. | | | Billing Goals Regardless of Current Capabilities |
Proactive billing and revenue assurance controls are a must but new technology is not always funded. Regardless of the availability of new technologies and funding, a quality billing experience can be achieved by aligning people, processes and existing tools to overarching goals.
| Speakers: | | Alice Harris, Director, Billing Services, CenturyLink | |  Ms. Harris is the Director of Billing Services for Qwest. As such, her responsibilities include strategy and execution of new billing initiatives and infrastructure improvements along with management of certain critical line operations for Qwest billing. Alice has a team of over 85 employees.
Ms. Harris holds an MBA with honors from the University in Denver. She has worked at Qwest and its predecessors for 30 years with a brief stint at Level3 Communications where she was the Senior Director of Network Processes and Metrics charged with aligning North American and European network deployment processes.
| | Transforming the Customer ExperienceTransforming the Customer Experience
AT&T is committed to deliver an exceptional customer billing experience. This session will explore the process AT&T has undergone to transform its billing experience by focusing on end-to-end process improvements, systems integration and online opportunities.
• Why Customer Satisfaction is critical to the bottom line
• Understanding the end-to-end customer experience and defining key touch points for improvement
• Integrating systems, process, and media to deliver the best experience
• Building new capabilities for future needs
| Speakers: | | Lois Kraus, Executive Director Business Billing Solutions, AT&T Inc. | |  Lois Kraus is Executive Director of Business Billing Solutions for AT&T. She has served in this position for 8 years. Prior to this position, Ms. Kraus was Executive Director of Operations. She has held a variety of positions in marketing and operations during her 18 year career. Prior to joining AT&T, Ms. Kraus held positions in marketing with several hi-tech companies including AM International, Gandalf Technologies and Wang Laboratories. Ms. Kraus is a graduate of Loyola University in Chicago and the Executive Program at Northwestern University.
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| | Intensive 1: Contact CentersThursday November 11, 2010 9:00 am - 10:15 am | |
| 25 Cost Reduction Opportunities for your Contact CenterIf cost reduction or revenue-to-contact improvement are on your agenda, you’re in good company. Funding is harder to come by for new projects, ROI is required in half the past expectations and existing budgets are getting slashed to meet business mandates. Now, facing an uncertain economy, an important step to realize the greatest return on the initial technology investment is to optimize the contact center by analyzing your customer’s experience and your center’s performance. We’ll share experiences and situations to enable all to come away with a list of considerations to balance the common key business imperative to reduce costs while simultaneously improving relationships with existing customers, and providing additional services to attract new ones. No matter where your contact center is at in the technology evolution, we’ll discuss and develop suggestions of areas that require minimal or no initial capital expenditure outlay to realize or plan for future. | Speakers: | | Robert Lamb, Director - Contact Center Services, AT&T Inc. | |  Robert Lamb is a member of AT&T's Speaker's Bureau and presents to many internal events, such as AT&T's FOCUS. He is also a regular speaker at industry conferences and trade shows, including Avaya's InAAU, Nortel's INNAU, Cisco's Networkers and greater Texas Technical Leaders' Forum. His speaker rating averages 4.3 out of 5. Robert has 22+ years of consulting experience in strategy, design and development of contact centers. He has consulted to 1500+ clients and created virtualized contact centers implemented for 150+ clients globally. He has received multiple recognitions including AT&T's Presidents Club and achievement awards | |
| | Intensive 2: Real-Time BillingThursday November 11, 2010 11:30 am - 12:45 pm | |
| | Will Real-Time Rating and Charging Ever Be Real? |
In the era of instant information, twitter, and 24 hour news channels – subscribers should expect the same visibility and access to information about their spending on communications services as they do on their credit card or iTunes account. Traditional billing relationships have led to bill shock and customer churn. The industry must shift to real-time financial relationships with all subscribers to drive a compelling customer experience thru informed, dynamic relationships. But the mobile data avalanche is rapidly diluting profitability. To reap profits from the mobile data explosion, operators should transition to real-time charging and policy systems that predictably process more transactions at a dramatically lower operational cost.
This intensive, interactive session will include:
• A hands on exercise around the value of calculating and tracking Cost Per Transaction (CPT)
• Group case studies where groups will be challenged to analyze if and how real-time can improve the customer experience and present their findings
• A lively on-the-fly panel discussion/debate between attendees of the audience on the challenges faced in implementing cost effective real-time solutions | | |