Billing & Charging
Chair
:
Arturo Pereyra
Oracle Corporation,
Senior Director, Marketing & Business Development
Arturo leads marketing and business development for Oracle's BSS and OSS solutions. He has over 15 years experience in the hi-technology and telecommunications industries. His experience also includes leading worldwide marketing activities for HP's Emerging Markets Group and was a co-founder for a venture-backed wireless company. Prior to this, he was an Associate with Booz Allen & Hamilton, New York, and worked in the Marketing and Multi-media practice.
|
RMCE1
Tuesday, November 18
2:00 PM
- 3:30 PM
|
Billing & Charging-1
|  Extreme Transaction Processing (XTP): TurboCharging Revenue Management
With the telecom, media and technology worlds colliding, business-critical systems like billing are being pushed well past their limits. This session will explore how Extreme Transaction Processing (XTP), supports new, ground-breaking front-office and back-office capabilities in the quest to find new revenue streams in this connected, multiservice world. Among the topics addressed will be SOA-based enablement, transaction complexity and velocity, and the impact of XTP on charging and policy management.
Ms. Dahlen is responsible for Highdeal’s strategy and operations in the Americas region. Previously, Ms. Dahlen had global account management responsibilities for EHPT, a joint venture between Ericsson and Hewlett-Packard and also led strategic marketing and competitive analysis initiatives at Telia, the telecommunications leader in Scandinavia and northern Europe.
Ravi Chamarthy is Chief Architect for the HP Internet Usage Manager (IUM) mediation and real-time charging product. He is responsible for the HP IUM strategic vision and technical product direction, and has been with the IUM product group since 1999 in various architect, software design and technical functions.
Innovative Pricing Practices
Operators are experiencing an explosion of new services although average revenues per user are generally declining. Within this highly competitive market, carriers are finding that client acceptance and retention for next-generation multimedia services has been tempered. These multimedia services are creating a new set of pricing challenges that are not addressed by simple monthly recurring charges. To best monetize these services and simultaneously increase retention, operators must find a way to capture data/media revenues that reflect their perceived value.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for formulating the framework of Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Paving the Way for Ultimate Convergence: What Fundamental Changes to the BSS/OSS Infrastructure Will Be Required?
Achieving ultimate convergence is a goal for many operators. Will Rotch will discuss the pros and cons of three main architectural alternatives for achieving this convergence as well as key questions faced in merging real-time with cycle-based infrastructure. The merger of real-time and cycle-based billing is no longer just of interest to carriers with large prepaid populations. This session will interest service providers adding new content, IP-based services or considering a move towards convergence.
As Chief Technology Officer in billing for the Americas at Comverse, Will Rotch is responsible for being a ‘technical evangelist’ for the company’s industry-leading convergent billing and customer care software solutions across the Americas region. He has worked at Comverse and in the telecommunications billing space for over 17 years.
|
RMCE1
Tuesday, November 18
2:00 PM
- 3:30 PM
|
Billing & Charging-1
| Extreme Transaction Processing (XTP): TurboCharging Revenue Management
With the telecom, media and technology worlds colliding, business-critical systems like billing are being pushed well past their limits. This session will explore how Extreme Transaction Processing (XTP), supports new, ground-breaking front-office and back-office capabilities in the quest to find new revenue streams in this connected, multiservice world. Among the topics addressed will be SOA-based enablement, transaction complexity and velocity, and the impact of XTP on charging and policy management.
Ms. Dahlen is responsible for Highdeal’s strategy and operations in the Americas region. Previously, Ms. Dahlen had global account management responsibilities for EHPT, a joint venture between Ericsson and Hewlett-Packard and also led strategic marketing and competitive analysis initiatives at Telia, the telecommunications leader in Scandinavia and northern Europe.
Ravi Chamarthy is Chief Architect for the HP Internet Usage Manager (IUM) mediation and real-time charging product. He is responsible for the HP IUM strategic vision and technical product direction, and has been with the IUM product group since 1999 in various architect, software design and technical functions.
Innovative Pricing Practices
Operators are experiencing an explosion of new services although average revenues per user are generally declining. Within this highly competitive market, carriers are finding that client acceptance and retention for next-generation multimedia services has been tempered. These multimedia services are creating a new set of pricing challenges that are not addressed by simple monthly recurring charges. To best monetize these services and simultaneously increase retention, operators must find a way to capture data/media revenues that reflect their perceived value.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for formulating the framework of Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Paving the Way for Ultimate Convergence: What Fundamental Changes to the BSS/OSS Infrastructure Will Be Required?
Achieving ultimate convergence is a goal for many operators. Will Rotch will discuss the pros and cons of three main architectural alternatives for achieving this convergence as well as key questions faced in merging real-time with cycle-based infrastructure. The merger of real-time and cycle-based billing is no longer just of interest to carriers with large prepaid populations. This session will interest service providers adding new content, IP-based services or considering a move towards convergence.
As Chief Technology Officer in billing for the Americas at Comverse, Will Rotch is responsible for being a ‘technical evangelist’ for the company’s industry-leading convergent billing and customer care software solutions across the Americas region. He has worked at Comverse and in the telecommunications billing space for over 17 years.
|
RMCE1
Tuesday, November 18
2:00 PM
- 3:30 PM
|
Billing & Charging-1
| Extreme Transaction Processing (XTP): TurboCharging Revenue Management
With the telecom, media and technology worlds colliding, business-critical systems like billing are being pushed well past their limits. This session will explore how Extreme Transaction Processing (XTP), supports new, ground-breaking front-office and back-office capabilities in the quest to find new revenue streams in this connected, multiservice world. Among the topics addressed will be SOA-based enablement, transaction complexity and velocity, and the impact of XTP on charging and policy management.
Ms. Dahlen is responsible for Highdeal’s strategy and operations in the Americas region. Previously, Ms. Dahlen had global account management responsibilities for EHPT, a joint venture between Ericsson and Hewlett-Packard and also led strategic marketing and competitive analysis initiatives at Telia, the telecommunications leader in Scandinavia and northern Europe.
Ravi Chamarthy is Chief Architect for the HP Internet Usage Manager (IUM) mediation and real-time charging product. He is responsible for the HP IUM strategic vision and technical product direction, and has been with the IUM product group since 1999 in various architect, software design and technical functions.
Innovative Pricing Practices
Operators are experiencing an explosion of new services although average revenues per user are generally declining. Within this highly competitive market, carriers are finding that client acceptance and retention for next-generation multimedia services has been tempered. These multimedia services are creating a new set of pricing challenges that are not addressed by simple monthly recurring charges. To best monetize these services and simultaneously increase retention, operators must find a way to capture data/media revenues that reflect their perceived value.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for formulating the framework of Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Paving the Way for Ultimate Convergence: What Fundamental Changes to the BSS/OSS Infrastructure Will Be Required?
Achieving ultimate convergence is a goal for many operators. Will Rotch will discuss the pros and cons of three main architectural alternatives for achieving this convergence as well as key questions faced in merging real-time with cycle-based infrastructure. The merger of real-time and cycle-based billing is no longer just of interest to carriers with large prepaid populations. This session will interest service providers adding new content, IP-based services or considering a move towards convergence.
As Chief Technology Officer in billing for the Americas at Comverse, Will Rotch is responsible for being a ‘technical evangelist’ for the company’s industry-leading convergent billing and customer care software solutions across the Americas region. He has worked at Comverse and in the telecommunications billing space for over 17 years.
|
RMCE1
Tuesday, November 18
2:00 PM
- 3:30 PM
|
Billing & Charging-1
| Extreme Transaction Processing (XTP): TurboCharging Revenue Management
With the telecom, media and technology worlds colliding, business-critical systems like billing are being pushed well past their limits. This session will explore how Extreme Transaction Processing (XTP), supports new, ground-breaking front-office and back-office capabilities in the quest to find new revenue streams in this connected, multiservice world. Among the topics addressed will be SOA-based enablement, transaction complexity and velocity, and the impact of XTP on charging and policy management.
Ms. Dahlen is responsible for Highdeal’s strategy and operations in the Americas region. Previously, Ms. Dahlen had global account management responsibilities for EHPT, a joint venture between Ericsson and Hewlett-Packard and also led strategic marketing and competitive analysis initiatives at Telia, the telecommunications leader in Scandinavia and northern Europe.
Ravi Chamarthy is Chief Architect for the HP Internet Usage Manager (IUM) mediation and real-time charging product. He is responsible for the HP IUM strategic vision and technical product direction, and has been with the IUM product group since 1999 in various architect, software design and technical functions.
Innovative Pricing Practices
Operators are experiencing an explosion of new services although average revenues per user are generally declining. Within this highly competitive market, carriers are finding that client acceptance and retention for next-generation multimedia services has been tempered. These multimedia services are creating a new set of pricing challenges that are not addressed by simple monthly recurring charges. To best monetize these services and simultaneously increase retention, operators must find a way to capture data/media revenues that reflect their perceived value.
Bohdan Zabawskyj is the CTO of Redknee. Bohdan is responsible for formulating the framework of Redknee's strategic efforts with particular attention to directing the evolution of the Redknee application development framework to meet the requirements of next-generation mobile networks.
Prior to Redknee, Bohdan worked at Telus Mobility (Clearnet), Bell Mobility and Bell Canada as Director for Research and Development.
Paving the Way for Ultimate Convergence: What Fundamental Changes to the BSS/OSS Infrastructure Will Be Required?
Achieving ultimate convergence is a goal for many operators. Will Rotch will discuss the pros and cons of three main architectural alternatives for achieving this convergence as well as key questions faced in merging real-time with cycle-based infrastructure. The merger of real-time and cycle-based billing is no longer just of interest to carriers with large prepaid populations. This session will interest service providers adding new content, IP-based services or considering a move towards convergence.
As Chief Technology Officer in billing for the Americas at Comverse, Will Rotch is responsible for being a ‘technical evangelist’ for the company’s industry-leading convergent billing and customer care software solutions across the Americas region. He has worked at Comverse and in the telecommunications billing space for over 17 years.
|
RMCE3
Tuesday, November 18
4:00 PM
- 5:30 PM
|
Billing & Charging-2
| Content Charging and Payment Processing Including Charging to Phone Bill
The current walled gardens provide significant revenues to many service providers today. However their market share has shrunk rapidly in recent years whilst the content download market had grown rapidly with an addressable market of more than $31B forecast for 2012. This presentation will review the different payment methods used by service providers and their strengths and weaknesses for reaching global markets including the importance of Identity management in achieving a significant market share.
Jeremy Kagan is a 21 year telecom veteran with experience at Telcordia, Accenture, Destia Communications, and Nokia Siemens Networks Israel. Jeremy founded eBIZ.mobility in 2003 to enable internet commerce achieve its full potential by monetizing the Telco billing and customer care infrastructure for the open web (off-off-deck).
Maximizing Personalization and Profit Via The Unique Customer Experience
With the advent of policy decision hubs, there is an opportunity to truly individualize the customer experience for every telecom phone subscriber. What’s more, higher customer satisfaction is possible with self-service concepts through subscriber-selected preferences—taking the guesswork out of customer interaction.
This presentation will highlight the need to implement policy functions, in real time, to ensure this one-on-one customer experience. The speaker will also discuss how to leverage personalized services to drive sales.
Marc Price, VP of Technology—CTO for the Americas, at Openet, has nearly 20 years of experience working to define strategies and deploy world-class solutions for mediation, rating and billing. Previously, Marc was the lead software architect for a real-time, object-oriented rating and billing system for convergent telecommunications service providers.
Building a Back Office Royalty Clearinghouse
Increasingly traditional SPs are being pushed into the royalty business, as they are held accountable to accurately bill their customers and reimburse their content provider partners for everything from ring tones to wall paper to TV programs. Billing Systems and OSSs must act as clearinghouses to collect and distribute revenues. This session will discuss what is required to process these types of transactions and different options that an SP can purse to accommodate this either internally or through outsourcing.
Ms. Kessler’s experience and music industry knowledge catapulted SoundExchange from distributing $6 million in royalty payments in 2001 to a dynamic organization that will collect a stunning $1.6 billion for artists and record labels over the next six years. She developed the distribution platform under which the organization operates.
In his current role as managing director of Acumen Solutions’ communications and media practice, Mr. Schoka is responsible for all aspects of managing and operating Acumen’s cornerstone business unit. In his career, Mr. Schoka has successfully delivered a broad range of projects for customers including Sprint Nextel, AOL, Alltel, MCI, Qwest Communications, The Washington Post, Sound Exchange, the National Archives and Records Administration, and the Corporation for Public Broadcasting.
|
RMCE3
Tuesday, November 18
4:00 PM
- 5:30 PM
|
Billing & Charging-2
| Content Charging and Payment Processing Including Charging to Phone Bill
The current walled gardens provide significant revenues to many service providers today. However their market share has shrunk rapidly in recent years whilst the content download market had grown rapidly with an addressable market of more than $31B forecast for 2012. This presentation will review the different payment methods used by service providers and their strengths and weaknesses for reaching global markets including the importance of Identity management in achieving a significant market share.
Jeremy Kagan is a 21 year telecom veteran with experience at Telcordia, Accenture, Destia Communications, and Nokia Siemens Networks Israel. Jeremy founded eBIZ.mobility in 2003 to enable internet commerce achieve its full potential by monetizing the Telco billing and customer care infrastructure for the open web (off-off-deck).
Maximizing Personalization and Profit Via The Unique Customer Experience
With the advent of policy decision hubs, there is an opportunity to truly individualize the customer experience for every telecom phone subscriber. What’s more, higher customer satisfaction is possible with self-service concepts through subscriber-selected preferences—taking the guesswork out of customer interaction.
This presentation will highlight the need to implement policy functions, in real time, to ensure this one-on-one customer experience. The speaker will also discuss how to leverage personalized services to drive sales.
Marc Price, VP of Technology—CTO for the Americas, at Openet, has nearly 20 years of experience working to define strategies and deploy world-class solutions for mediation, rating and billing. Previously, Marc was the lead software architect for a real-time, object-oriented rating and billing system for convergent telecommunications service providers.
Building a Back Office Royalty Clearinghouse
Increasingly traditional SPs are being pushed into the royalty business, as they are held accountable to accurately bill their customers and reimburse their content provider partners for everything from ring tones to wall paper to TV programs. Billing Systems and OSSs must act as clearinghouses to collect and distribute revenues. This session will discuss what is required to process these types of transactions and different options that an SP can purse to accommodate this either internally or through outsourcing.
Ms. Kessler’s experience and music industry knowledge catapulted SoundExchange from distributing $6 million in royalty payments in 2001 to a dynamic organization that will collect a stunning $1.6 billion for artists and record labels over the next six years. She developed the distribution platform under which the organization operates.
In his current role as managing director of Acumen Solutions’ communications and media practice, Mr. Schoka is responsible for all aspects of managing and operating Acumen’s cornerstone business unit. In his career, Mr. Schoka has successfully delivered a broad range of projects for customers including Sprint Nextel, AOL, Alltel, MCI, Qwest Communications, The Washington Post, Sound Exchange, the National Archives and Records Administration, and the Corporation for Public Broadcasting.
|
RMCE3
Tuesday, November 18
4:00 PM
- 5:30 PM
|
Billing & Charging-2
| Content Charging and Payment Processing Including Charging to Phone Bill
The current walled gardens provide significant revenues to many service providers today. However their market share has shrunk rapidly in recent years whilst the content download market had grown rapidly with an addressable market of more than $31B forecast for 2012. This presentation will review the different payment methods used by service providers and their strengths and weaknesses for reaching global markets including the importance of Identity management in achieving a significant market share.
Jeremy Kagan is a 21 year telecom veteran with experience at Telcordia, Accenture, Destia Communications, and Nokia Siemens Networks Israel. Jeremy founded eBIZ.mobility in 2003 to enable internet commerce achieve its full potential by monetizing the Telco billing and customer care infrastructure for the open web (off-off-deck).
Maximizing Personalization and Profit Via The Unique Customer Experience
With the advent of policy decision hubs, there is an opportunity to truly individualize the customer experience for every telecom phone subscriber. What’s more, higher customer satisfaction is possible with self-service concepts through subscriber-selected preferences—taking the guesswork out of customer interaction.
This presentation will highlight the need to implement policy functions, in real time, to ensure this one-on-one customer experience. The speaker will also discuss how to leverage personalized services to drive sales.
Marc Price, VP of Technology—CTO for the Americas, at Openet, has nearly 20 years of experience working to define strategies and deploy world-class solutions for mediation, rating and billing. Previously, Marc was the lead software architect for a real-time, object-oriented rating and billing system for convergent telecommunications service providers.
Building a Back Office Royalty Clearinghouse
Increasingly traditional SPs are being pushed into the royalty business, as they are held accountable to accurately bill their customers and reimburse their content provider partners for everything from ring tones to wall paper to TV programs. Billing Systems and OSSs must act as clearinghouses to collect and distribute revenues. This session will discuss what is required to process these types of transactions and different options that an SP can purse to accommodate this either internally or through outsourcing.
Ms. Kessler’s experience and music industry knowledge catapulted SoundExchange from distributing $6 million in royalty payments in 2001 to a dynamic organization that will collect a stunning $1.6 billion for artists and record labels over the next six years. She developed the distribution platform under which the organization operates.
In his current role as managing director of Acumen Solutions’ communications and media practice, Mr. Schoka is responsible for all aspects of managing and operating Acumen’s cornerstone business unit. In his career, Mr. Schoka has successfully delivered a broad range of projects for customers including Sprint Nextel, AOL, Alltel, MCI, Qwest Communications, The Washington Post, Sound Exchange, the National Archives and Records Administration, and the Corporation for Public Broadcasting.
|
RMCE3
Tuesday, November 18
4:00 PM
- 5:30 PM
|
Billing & Charging-2
| Content Charging and Payment Processing Including Charging to Phone Bill
The current walled gardens provide significant revenues to many service providers today. However their market share has shrunk rapidly in recent years whilst the content download market had grown rapidly with an addressable market of more than $31B forecast for 2012. This presentation will review the different payment methods used by service providers and their strengths and weaknesses for reaching global markets including the importance of Identity management in achieving a significant market share.
Jeremy Kagan is a 21 year telecom veteran with experience at Telcordia, Accenture, Destia Communications, and Nokia Siemens Networks Israel. Jeremy founded eBIZ.mobility in 2003 to enable internet commerce achieve its full potential by monetizing the Telco billing and customer care infrastructure for the open web (off-off-deck).
Maximizing Personalization and Profit Via The Unique Customer Experience
With the advent of policy decision hubs, there is an opportunity to truly individualize the customer experience for every telecom phone subscriber. What’s more, higher customer satisfaction is possible with self-service concepts through subscriber-selected preferences—taking the guesswork out of customer interaction.
This presentation will highlight the need to implement policy functions, in real time, to ensure this one-on-one customer experience. The speaker will also discuss how to leverage personalized services to drive sales.
Marc Price, VP of Technology—CTO for the Americas, at Openet, has nearly 20 years of experience working to define strategies and deploy world-class solutions for mediation, rating and billing. Previously, Marc was the lead software architect for a real-time, object-oriented rating and billing system for convergent telecommunications service providers.
Building a Back Office Royalty Clearinghouse
Increasingly traditional SPs are being pushed into the royalty business, as they are held accountable to accurately bill their customers and reimburse their content provider partners for everything from ring tones to wall paper to TV programs. Billing Systems and OSSs must act as clearinghouses to collect and distribute revenues. This session will discuss what is required to process these types of transactions and different options that an SP can purse to accommodate this either internally or through outsourcing.
Ms. Kessler’s experience and music industry knowledge catapulted SoundExchange from distributing $6 million in royalty payments in 2001 to a dynamic organization that will collect a stunning $1.6 billion for artists and record labels over the next six years. She developed the distribution platform under which the organization operates.
In his current role as managing director of Acumen Solutions’ communications and media practice, Mr. Schoka is responsible for all aspects of managing and operating Acumen’s cornerstone business unit. In his career, Mr. Schoka has successfully delivered a broad range of projects for customers including Sprint Nextel, AOL, Alltel, MCI, Qwest Communications, The Washington Post, Sound Exchange, the National Archives and Records Administration, and the Corporation for Public Broadcasting.
| |
Revenue Assurance
Chair
:
Mark Nicholson
Subex,
CTO
Mark Nicholson is CTO of Subex Azure where he is responsible for the company's long-term technology strategy and for driving the definition, direction and development of the Subex Azure software suite. Mark has over 27 years of experience. Previously, Mark was CTO and Senior VP of product development at Syndesis.
|
RMCE4
Wednesday, November 19
9:00 AM
- 10:30 AM
|
Revenue Assurance-1
| Revenue Assurance Standards KPI Benchmarking
The RA Standard KPI methodology provides insights into critical Revenue Assurance performance indicators. The standard includes 20 metrics out of which 10 are covered in the benchmark study to supply a view of performance in several aspects relating to quality of collected data, Measured Revenue leakage and regarding the efficiency of the Revenue Assurance process.
Dr. Solotorevsky joined cVidya Networks in year 2000 as its Chief Scientist, He is a specialist in the field of revenue assurance, a member of the TM Forum’s Advisory Council, the Chair of its RA Team, and one of the authors of TR131 and GB941. Dr. Solotorevsky holds a B.Sc., from the Hebrew University, and an M.Sc. and Ph.D. in Computer Science from Ben Gurion University.
Case Study: Reaching Across eTOM - Provisioning as an Enabler of Effective Revenue Assurance
This case study presentation, prepared and given by a Telecom Personal of Argentina, looks at the way improvements in provisioning help improve revenue assurance. This is an unusual angle on revenue assurance, as most presentations look at this from a billing or fraud angle. This is reaching across the eTOM model to see how the Fulfilment processes are key to achieving better revenue assurance, particularly in the context of a changing business and technological environment.
Mrs. Leticia San Juan is an IT Manager specialized in implementing Complex Cross Company Projects at Telecom Personal Argentina, the Mobile Communications Unit of Telecom Argentina.
Leticia has been working in Telecom Personal since 1997, in Sales, CRM, Collections, Provisioning, Mediation, Roaming and Revenue Assurance IT development areas.
She has also worked as a Price Waterhouse consultant in IT Telcos’ Areas from 1991 to 1997, focused on project management of ERPs and Billing Systems implementations.
Leticia has a degree in Information Technology from Buenos Aires University.
The Challenges of Risk Management in the Communications Industry
As a leader in the industry, CLIENT is introducing innovative services, all while adapting to the changing industry dynamics. To ensure long-term health, CLIENT recognizes that risk management must become a fundamental discipline to guard against the inherent exposures to credit risk and fraud. As such, CLIENT has adopted analytical technologies to minimize these types of risks and will share observations about best practices for addressing risks in the communications industry.
|
RMCE4
Wednesday, November 19
9:00 AM
- 10:30 AM
|
Revenue Assurance-1
| Revenue Assurance Standards KPI Benchmarking
The RA Standard KPI methodology provides insights into critical Revenue Assurance performance indicators. The standard includes 20 metrics out of which 10 are covered in the benchmark study to supply a view of performance in several aspects relating to quality of collected data, Measured Revenue leakage and regarding the efficiency of the Revenue Assurance process.
Dr. Solotorevsky joined cVidya Networks in year 2000 as its Chief Scientist, He is a specialist in the field of revenue assurance, a member of the TM Forum’s Advisory Council, the Chair of its RA Team, and one of the authors of TR131 and GB941. Dr. Solotorevsky holds a B.Sc., from the Hebrew University, and an M.Sc. and Ph.D. in Computer Science from Ben Gurion University.
Case Study: Reaching Across eTOM - Provisioning as an Enabler of Effective Revenue Assurance
This case study presentation, prepared and given by a Telecom Personal of Argentina, looks at the way improvements in provisioning help improve revenue assurance. This is an unusual angle on revenue assurance, as most presentations look at this from a billing or fraud angle. This is reaching across the eTOM model to see how the Fulfilment processes are key to achieving better revenue assurance, particularly in the context of a changing business and technological environment.
Mrs. Leticia San Juan is an IT Manager specialized in implementing Complex Cross Company Projects at Telecom Personal Argentina, the Mobile Communications Unit of Telecom Argentina.
Leticia has been working in Telecom Personal since 1997, in Sales, CRM, Collections, Provisioning, Mediation, Roaming and Revenue Assurance IT development areas.
She has also worked as a Price Waterhouse consultant in IT Telcos’ Areas from 1991 to 1997, focused on project management of ERPs and Billing Systems implementations.
Leticia has a degree in Information Technology from Buenos Aires University.
The Challenges of Risk Management in the Communications Industry
As a leader in the industry, CLIENT is introducing innovative services, all while adapting to the changing industry dynamics. To ensure long-term health, CLIENT recognizes that risk management must become a fundamental discipline to guard against the inherent exposures to credit risk and fraud. As such, CLIENT has adopted analytical technologies to minimize these types of risks and will share observations about best practices for addressing risks in the communications industry.
|
RMCE4
Wednesday, November 19
9:00 AM
- 10:30 AM
|
Revenue Assurance-1
| Revenue Assurance Standards KPI Benchmarking
The RA Standard KPI methodology provides insights into critical Revenue Assurance performance indicators. The standard includes 20 metrics out of which 10 are covered in the benchmark study to supply a view of performance in several aspects relating to quality of collected data, Measured Revenue leakage and regarding the efficiency of the Revenue Assurance process.
Dr. Solotorevsky joined cVidya Networks in year 2000 as its Chief Scientist, He is a specialist in the field of revenue assurance, a member of the TM Forum’s Advisory Council, the Chair of its RA Team, and one of the authors of TR131 and GB941. Dr. Solotorevsky holds a B.Sc., from the Hebrew University, and an M.Sc. and Ph.D. in Computer Science from Ben Gurion University.
Case Study: Reaching Across eTOM - Provisioning as an Enabler of Effective Revenue Assurance
This case study presentation, prepared and given by a Telecom Personal of Argentina, looks at the way improvements in provisioning help improve revenue assurance. This is an unusual angle on revenue assurance, as most presentations look at this from a billing or fraud angle. This is reaching across the eTOM model to see how the Fulfilment processes are key to achieving better revenue assurance, particularly in the context of a changing business and technological environment.
Mrs. Leticia San Juan is an IT Manager specialized in implementing Complex Cross Company Projects at Telecom Personal Argentina, the Mobile Communications Unit of Telecom Argentina.
Leticia has been working in Telecom Personal since 1997, in Sales, CRM, Collections, Provisioning, Mediation, Roaming and Revenue Assurance IT development areas.
She has also worked as a Price Waterhouse consultant in IT Telcos’ Areas from 1991 to 1997, focused on project management of ERPs and Billing Systems implementations.
Leticia has a degree in Information Technology from Buenos Aires University.
The Challenges of Risk Management in the Communications Industry
As a leader in the industry, CLIENT is introducing innovative services, all while adapting to the changing industry dynamics. To ensure long-term health, CLIENT recognizes that risk management must become a fundamental discipline to guard against the inherent exposures to credit risk and fraud. As such, CLIENT has adopted analytical technologies to minimize these types of risks and will share observations about best practices for addressing risks in the communications industry.
|
RMCE6
Wednesday, November 19
11:00 AM
- 12:30 PM
|
Revenue Assurance-2
|  Revenue Operations Center and the Customer Experience – How Verizon RA Boosts Customer Satisfaction and Business Performance
At Verizon, the "revenue operations" process is an evolution of the revenue assurance function and has become a key player in managing the customer experience. An evolution of revenue assurance, the process ensures an accurate, customer-friendly billing experience across an increasingly complex set of product lines. The end-goal is to optimize profitability and improve the overall customer experience by delivering accurate and easy-to-understand bills that in turn reduce customer service calls and facilitate timely payments.
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.
Thinking “Out of the Network”: Security, Controls & Convenience as the Key to a Thriving E-Commerce & Mobile Marketing Eco-System
Service providers are uniquely positioned to provide enhanced value around delivery of third-party content, services and financial transactions by offering authentication to reduce fraud and authorization to set guidelines/boundaries on spending and usage.
This presentation will address how service providers can facilitate e-commerce and mobile marketing in a more secure and convenient environment and focus on associated business models, necessary API capabilities, relation to SDFs and current gaps in standards and technology.
Mr. Lenahan leads the market direction and evolution of Telcordia’s service delivery suite, especially those related to charging, policy, content and personalization for SDP, IMS and converged network environments. His focus is on networks that enable a broad value chain to deliver a wide range of highly personalized, relevant multimedia services. Mr. Lenahan is a columnist and author of numerous papers in the areas of IMS, NGN, convergent services, and wireless services.
Telecom “e-fingerprinting”, Fraud and the OSS Transformation
As OSS complexity rises and new services are introduced, it is vital to protect against fraudulent attacks. New safeguards are emerging to recognize patterns of subscriber behavior – or "fingerprints" – to stop fraudsters quickly. The presentation illustrates how “e-fingerprinting” enables operators to understand patterns of behavior that may be the calling card of a fraudster. Attendees will learn how new, advanced pattern recognition algorithms are automated to enable a more subscriber-centric approach to fraud management.
John leads the Subex ROC Analytics Solutions business unit at Subex, a global leader in Business Optimization solutions for the communications services provider industry. He also leads the Fraud Management team of the Revenue Management initiative at the TM Forum. In his career spanning over 2 decades, he has managed projects, solutions, and consulting work in over 40 telecom carriers, and has spoken on and consulted in CEM, Fraud and Revenue Assurance practices in the Americas, Europe, Asia, the Middle East, and Africa.
|
RMCE6
Wednesday, November 19
11:00 AM
- 12:30 PM
|
Revenue Assurance-2
| Revenue Operations Center and the Customer Experience – How Verizon RA Boosts Customer Satisfaction and Business Performance
At Verizon, the "revenue operations" process is an evolution of the revenue assurance function and has become a key player in managing the customer experience. An evolution of revenue assurance, the process ensures an accurate, customer-friendly billing experience across an increasingly complex set of product lines. The end-goal is to optimize profitability and improve the overall customer experience by delivering accurate and easy-to-understand bills that in turn reduce customer service calls and facilitate timely payments.
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.
Thinking “Out of the Network”: Security, Controls & Convenience as the Key to a Thriving E-Commerce & Mobile Marketing Eco-System
Service providers are uniquely positioned to provide enhanced value around delivery of third-party content, services and financial transactions by offering authentication to reduce fraud and authorization to set guidelines/boundaries on spending and usage.
This presentation will address how service providers can facilitate e-commerce and mobile marketing in a more secure and convenient environment and focus on associated business models, necessary API capabilities, relation to SDFs and current gaps in standards and technology.
Mr. Lenahan leads the market direction and evolution of Telcordia’s service delivery suite, especially those related to charging, policy, content and personalization for SDP, IMS and converged network environments. His focus is on networks that enable a broad value chain to deliver a wide range of highly personalized, relevant multimedia services. Mr. Lenahan is a columnist and author of numerous papers in the areas of IMS, NGN, convergent services, and wireless services.
Telecom “e-fingerprinting”, Fraud and the OSS Transformation
As OSS complexity rises and new services are introduced, it is vital to protect against fraudulent attacks. New safeguards are emerging to recognize patterns of subscriber behavior – or "fingerprints" – to stop fraudsters quickly. The presentation illustrates how “e-fingerprinting” enables operators to understand patterns of behavior that may be the calling card of a fraudster. Attendees will learn how new, advanced pattern recognition algorithms are automated to enable a more subscriber-centric approach to fraud management.
John leads the Subex ROC Analytics Solutions business unit at Subex, a global leader in Business Optimization solutions for the communications services provider industry. He also leads the Fraud Management team of the Revenue Management initiative at the TM Forum. In his career spanning over 2 decades, he has managed projects, solutions, and consulting work in over 40 telecom carriers, and has spoken on and consulted in CEM, Fraud and Revenue Assurance practices in the Americas, Europe, Asia, the Middle East, and Africa.
|
RMCE6
Wednesday, November 19
11:00 AM
- 12:30 PM
|
Revenue Assurance-2
| Revenue Operations Center and the Customer Experience – How Verizon RA Boosts Customer Satisfaction and Business Performance
At Verizon, the "revenue operations" process is an evolution of the revenue assurance function and has become a key player in managing the customer experience. An evolution of revenue assurance, the process ensures an accurate, customer-friendly billing experience across an increasingly complex set of product lines. The end-goal is to optimize profitability and improve the overall customer experience by delivering accurate and easy-to-understand bills that in turn reduce customer service calls and facilitate timely payments.
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.
Thinking “Out of the Network”: Security, Controls & Convenience as the Key to a Thriving E-Commerce & Mobile Marketing Eco-System
Service providers are uniquely positioned to provide enhanced value around delivery of third-party content, services and financial transactions by offering authentication to reduce fraud and authorization to set guidelines/boundaries on spending and usage.
This presentation will address how service providers can facilitate e-commerce and mobile marketing in a more secure and convenient environment and focus on associated business models, necessary API capabilities, relation to SDFs and current gaps in standards and technology.
Mr. Lenahan leads the market direction and evolution of Telcordia’s service delivery suite, especially those related to charging, policy, content and personalization for SDP, IMS and converged network environments. His focus is on networks that enable a broad value chain to deliver a wide range of highly personalized, relevant multimedia services. Mr. Lenahan is a columnist and author of numerous papers in the areas of IMS, NGN, convergent services, and wireless services.
Telecom “e-fingerprinting”, Fraud and the OSS Transformation
As OSS complexity rises and new services are introduced, it is vital to protect against fraudulent attacks. New safeguards are emerging to recognize patterns of subscriber behavior – or "fingerprints" – to stop fraudsters quickly. The presentation illustrates how “e-fingerprinting” enables operators to understand patterns of behavior that may be the calling card of a fraudster. Attendees will learn how new, advanced pattern recognition algorithms are automated to enable a more subscriber-centric approach to fraud management.
John leads the Subex ROC Analytics Solutions business unit at Subex, a global leader in Business Optimization solutions for the communications services provider industry. He also leads the Fraud Management team of the Revenue Management initiative at the TM Forum. In his career spanning over 2 decades, he has managed projects, solutions, and consulting work in over 40 telecom carriers, and has spoken on and consulted in CEM, Fraud and Revenue Assurance practices in the Americas, Europe, Asia, the Middle East, and Africa.
| |
Customer Experience- How Well Do You Know Your Customer?
Chair
:
Seth Nesbitt
Amdocs Management Limited,
VP, Product and Solutions Marketing
Seth Nesbitt, Telemanagement Forum advisory director and VP, Product and Solutions Marketing at Amdocs. Seth leads a global team of marketing professionals focused on bringing comprehensive packaged customer experience solutions to market based on Amdocs’ products, services and business knowledge. Previous to Amdocs, he worked for Nortel Networks and others.
|
RMCE8
Wednesday, November 19
2:00 PM
- 3:30 PM
|
Customer Experience-BI/CRM-1
|
John is responsible for the creation and evolution of AT&T BusinessDirect®, an award winning business-to-business portal to over 300 command and control Customer applications.
New Approach to Customer and Employee Service using Innovative Contact Management Architecture
Effective customer communication is critical for revenue and service quality; while collaboration within enterprise improves productivity. Further, connectivity is expected at "the click" as online self-service becomes more and more mainstream channel! In this case study, we will share how Verizon IT partnered with business to create a comprehensive next generation contact strategy; covering call, voice portal, email and live chat for customer facing centers as well as corporate/ internal helpdesk throughout the enterprise.
Amit is responsible for Strategic Platforms and Architecture. His work at Verizon resulted in 12 patents pending, a Gartner publication and numerous excellence awards. He holds a Maters degree in Computer Sciences from University of Texas, Austin.
Mr. Ebrahimi is responsible for all systems and infrastructure, for Verizon Services Operations (VSO) handling Wireline Network Services, Supply Chain Services, Common Financial Services, Corporate Real Estate and Enterprise Resource Planning (ERP). Additionally, he is responsible for Corporate Systems and Intranet, across Verizon and Verizon Information Technologies, LLC.
Harness the Power of Your Data - Research Results and Case Studies
Communications operators have incredibly rich stores of customer data, and they're evolving their strategies for turning it into both new revenues and more cost-effective spending. In this session, the speakers will address the state of wireline, wireless, and cable operators' use of advanced data analytics technologies. They'll reveal the buying propensities of the operators, case studies of how operators are realizing value from analytics, and the state of "analytics maturity" in the industry.
Susan McNeice is President of Software Market Insight after spending several years as the B/OSS specialist at Yankee Group.
Bill Zimmer manages all aspects of HP’s Worldwide CME Business Intelligence Portfolio including strategic planning, lifecycle management, market analysis, market communications and business development. Bill brings over 27 years of professional experience that spans key roles in industry marketing, product management and engineering at HP, Compaq and NCR Corporation.
|
RMCE8
Wednesday, November 19
2:00 PM
- 3:30 PM
|
Customer Experience-BI/CRM-1
|
John is responsible for the creation and evolution of AT&T BusinessDirect®, an award winning business-to-business portal to over 300 command and control Customer applications.
New Approach to Customer and Employee Service using Innovative Contact Management Architecture
Effective customer communication is critical for revenue and service quality; while collaboration within enterprise improves productivity. Further, connectivity is expected at "the click" as online self-service becomes more and more mainstream channel! In this case study, we will share how Verizon IT partnered with business to create a comprehensive next generation contact strategy; covering call, voice portal, email and live chat for customer facing centers as well as corporate/ internal helpdesk throughout the enterprise.
Amit is responsible for Strategic Platforms and Architecture. His work at Verizon resulted in 12 patents pending, a Gartner publication and numerous excellence awards. He holds a Maters degree in Computer Sciences from University of Texas, Austin.
Mr. Ebrahimi is responsible for all systems and infrastructure, for Verizon Services Operations (VSO) handling Wireline Network Services, Supply Chain Services, Common Financial Services, Corporate Real Estate and Enterprise Resource Planning (ERP). Additionally, he is responsible for Corporate Systems and Intranet, across Verizon and Verizon Information Technologies, LLC.
Harness the Power of Your Data - Research Results and Case Studies
Communications operators have incredibly rich stores of customer data, and they're evolving their strategies for turning it into both new revenues and more cost-effective spending. In this session, the speakers will address the state of wireline, wireless, and cable operators' use of advanced data analytics technologies. They'll reveal the buying propensities of the operators, case studies of how operators are realizing value from analytics, and the state of "analytics maturity" in the industry.
Susan McNeice is President of Software Market Insight after spending several years as the B/OSS specialist at Yankee Group.
Bill Zimmer manages all aspects of HP’s Worldwide CME Business Intelligence Portfolio including strategic planning, lifecycle management, market analysis, market communications and business development. Bill brings over 27 years of professional experience that spans key roles in industry marketing, product management and engineering at HP, Compaq and NCR Corporation.
|
RMCE8
Wednesday, November 19
2:00 PM
- 3:30 PM
|
Customer Experience-BI/CRM-1
|
John is responsible for the creation and evolution of AT&T BusinessDirect®, an award winning business-to-business portal to over 300 command and control Customer applications.
New Approach to Customer and Employee Service using Innovative Contact Management Architecture
Effective customer communication is critical for revenue and service quality; while collaboration within enterprise improves productivity. Further, connectivity is expected at "the click" as online self-service becomes more and more mainstream channel! In this case study, we will share how Verizon IT partnered with business to create a comprehensive next generation contact strategy; covering call, voice portal, email and live chat for customer facing centers as well as corporate/ internal helpdesk throughout the enterprise.
Amit is responsible for Strategic Platforms and Architecture. His work at Verizon resulted in 12 patents pending, a Gartner publication and numerous excellence awards. He holds a Maters degree in Computer Sciences from University of Texas, Austin.
Mr. Ebrahimi is responsible for all systems and infrastructure, for Verizon Services Operations (VSO) handling Wireline Network Services, Supply Chain Services, Common Financial Services, Corporate Real Estate and Enterprise Resource Planning (ERP). Additionally, he is responsible for Corporate Systems and Intranet, across Verizon and Verizon Information Technologies, LLC.
Harness the Power of Your Data - Research Results and Case Studies
Communications operators have incredibly rich stores of customer data, and they're evolving their strategies for turning it into both new revenues and more cost-effective spending. In this session, the speakers will address the state of wireline, wireless, and cable operators' use of advanced data analytics technologies. They'll reveal the buying propensities of the operators, case studies of how operators are realizing value from analytics, and the state of "analytics maturity" in the industry.
Susan McNeice is President of Software Market Insight after spending several years as the B/OSS specialist at Yankee Group.
Bill Zimmer manages all aspects of HP’s Worldwide CME Business Intelligence Portfolio including strategic planning, lifecycle management, market analysis, market communications and business development. Bill brings over 27 years of professional experience that spans key roles in industry marketing, product management and engineering at HP, Compaq and NCR Corporation.
|
RMCE8
Wednesday, November 19
2:00 PM
- 3:30 PM
|
Customer Experience-BI/CRM-1
|
John is responsible for the creation and evolution of AT&T BusinessDirect®, an award winning business-to-business portal to over 300 command and control Customer applications.
New Approach to Customer and Employee Service using Innovative Contact Management Architecture
Effective customer communication is critical for revenue and service quality; while collaboration within enterprise improves productivity. Further, connectivity is expected at "the click" as online self-service becomes more and more mainstream channel! In this case study, we will share how Verizon IT partnered with business to create a comprehensive next generation contact strategy; covering call, voice portal, email and live chat for customer facing centers as well as corporate/ internal helpdesk throughout the enterprise.
Amit is responsible for Strategic Platforms and Architecture. His work at Verizon resulted in 12 patents pending, a Gartner publication and numerous excellence awards. He holds a Maters degree in Computer Sciences from University of Texas, Austin.
Mr. Ebrahimi is responsible for all systems and infrastructure, for Verizon Services Operations (VSO) handling Wireline Network Services, Supply Chain Services, Common Financial Services, Corporate Real Estate and Enterprise Resource Planning (ERP). Additionally, he is responsible for Corporate Systems and Intranet, across Verizon and Verizon Information Technologies, LLC.
Harness the Power of Your Data - Research Results and Case Studies
Communications operators have incredibly rich stores of customer data, and they're evolving their strategies for turning it into both new revenues and more cost-effective spending. In this session, the speakers will address the state of wireline, wireless, and cable operators' use of advanced data analytics technologies. They'll reveal the buying propensities of the operators, case studies of how operators are realizing value from analytics, and the state of "analytics maturity" in the industry.
Susan McNeice is President of Software Market Insight after spending several years as the B/OSS specialist at Yankee Group.
Bill Zimmer manages all aspects of HP’s Worldwide CME Business Intelligence Portfolio including strategic planning, lifecycle management, market analysis, market communications and business development. Bill brings over 27 years of professional experience that spans key roles in industry marketing, product management and engineering at HP, Compaq and NCR Corporation.
|
RMCE8
Wednesday, November 19
2:00 PM
- 3:30 PM
|
Customer Experience-BI/CRM-1
|
John is responsible for the creation and evolution of AT&T BusinessDirect®, an award winning business-to-business portal to over 300 command and control Customer applications.
New Approach to Customer and Employee Service using Innovative Contact Management Architecture
Effective customer communication is critical for revenue and service quality; while collaboration within enterprise improves productivity. Further, connectivity is expected at "the click" as online self-service becomes more and more mainstream channel! In this case study, we will share how Verizon IT partnered with business to create a comprehensive next generation contact strategy; covering call, voice portal, email and live chat for customer facing centers as well as corporate/ internal helpdesk throughout the enterprise.
Amit is responsible for Strategic Platforms and Architecture. His work at Verizon resulted in 12 patents pending, a Gartner publication and numerous excellence awards. He holds a Maters degree in Computer Sciences from University of Texas, Austin.
Mr. Ebrahimi is responsible for all systems and infrastructure, for Verizon Services Operations (VSO) handling Wireline Network Services, Supply Chain Services, Common Financial Services, Corporate Real Estate and Enterprise Resource Planning (ERP). Additionally, he is responsible for Corporate Systems and Intranet, across Verizon and Verizon Information Technologies, LLC.
Harness the Power of Your Data - Research Results and Case Studies
Communications operators have incredibly rich stores of customer data, and they're evolving their strategies for turning it into both new revenues and more cost-effective spending. In this session, the speakers will address the state of wireline, wireless, and cable operators' use of advanced data analytics technologies. They'll reveal the buying propensities of the operators, case studies of how operators are realizing value from analytics, and the state of "analytics maturity" in the industry.
Susan McNeice is President of Software Market Insight after spending several years as the B/OSS specialist at Yankee Group.
Bill Zimmer manages all aspects of HP’s Worldwide CME Business Intelligence Portfolio including strategic planning, lifecycle management, market analysis, market communications and business development. Bill brings over 27 years of professional experience that spans key roles in industry marketing, product management and engineering at HP, Compaq and NCR Corporation.
|
RMCE10
Wednesday, November 19
4:00 PM
- 5:30 PM
|
Customer Experience-BI/CRM-2
| Meeting the Challenges of Customer Data Integration and Effective use of that Data for a Tier 1 Telco
Challenges to startup and implementation of Customer Data Integration / Customer Hub at a Tier 1 telco. Discussion on approach and lessons learned in strategic architecture, program management, and development. A look at how to leverage 360 degree view of customer to uniquely meet diverse business requirements across sales & marketing support, customer experience management, service & revenue assurance. Thoughts on using BSS to enrich data and use it to reduce cycle time, to optimize profit, and to discover popular product features to expand.
CRM consultant to multiple industries in business concepting, strategy-roadmap, architecture and program management roles, with last 2 years focusing on telecommunications as CRM Practice Manager for TCS Telecom ISU.
Over 17 years experience in telecommunications and aerospace industries in systems engineering, program management, development, and architecture roles, with the last 4 years as a principal architect at Qwest Information Technologies
Mark Lesman serves as Billing Architect for non-regulated services at QWEST assuring practical and flexible solutions for more complex voice and data product offerings across government, business, residential and wholesale markets. Mark holds M.C.S. and M.B.A. degrees and has 16 years of experience in developing, managing, and architecting BSS/OSS software.
How to Design and Deliver an Intentional Customer Experience
With differentiation on service offering becoming more difficult, operators try to distinguish themselves on creating a differentiated and intentional customer experiences. The speaker will consider how service providers have been going about doing so, what they can borrow from other industries, and what tools and techniques they can use, to get ahead of the curve in this critical domain. The speaker will suggest that traditional approaches to Customer Experience Management are insufficient and pinpoint the gaps and opportunities.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors
Q & A
Q & A will be lead by chair, Seth Nesbitt.
|
RMCE10
Wednesday, November 19
4:00 PM
- 5:30 PM
|
Customer Experience-BI/CRM-2
| Meeting the Challenges of Customer Data Integration and Effective use of that Data for a Tier 1 Telco
Challenges to startup and implementation of Customer Data Integration / Customer Hub at a Tier 1 telco. Discussion on approach and lessons learned in strategic architecture, program management, and development. A look at how to leverage 360 degree view of customer to uniquely meet diverse business requirements across sales & marketing support, customer experience management, service & revenue assurance. Thoughts on using BSS to enrich data and use it to reduce cycle time, to optimize profit, and to discover popular product features to expand.
CRM consultant to multiple industries in business concepting, strategy-roadmap, architecture and program management roles, with last 2 years focusing on telecommunications as CRM Practice Manager for TCS Telecom ISU.
Over 17 years experience in telecommunications and aerospace industries in systems engineering, program management, development, and architecture roles, with the last 4 years as a principal architect at Qwest Information Technologies
Mark Lesman serves as Billing Architect for non-regulated services at QWEST assuring practical and flexible solutions for more complex voice and data product offerings across government, business, residential and wholesale markets. Mark holds M.C.S. and M.B.A. degrees and has 16 years of experience in developing, managing, and architecting BSS/OSS software.
How to Design and Deliver an Intentional Customer Experience
With differentiation on service offering becoming more difficult, operators try to distinguish themselves on creating a differentiated and intentional customer experiences. The speaker will consider how service providers have been going about doing so, what they can borrow from other industries, and what tools and techniques they can use, to get ahead of the curve in this critical domain. The speaker will suggest that traditional approaches to Customer Experience Management are insufficient and pinpoint the gaps and opportunities.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors
Q & A
Q & A will be lead by chair, Seth Nesbitt.
|
RMCE10
Wednesday, November 19
4:00 PM
- 5:30 PM
|
Customer Experience-BI/CRM-2
| Meeting the Challenges of Customer Data Integration and Effective use of that Data for a Tier 1 Telco
Challenges to startup and implementation of Customer Data Integration / Customer Hub at a Tier 1 telco. Discussion on approach and lessons learned in strategic architecture, program management, and development. A look at how to leverage 360 degree view of customer to uniquely meet diverse business requirements across sales & marketing support, customer experience management, service & revenue assurance. Thoughts on using BSS to enrich data and use it to reduce cycle time, to optimize profit, and to discover popular product features to expand.
CRM consultant to multiple industries in business concepting, strategy-roadmap, architecture and program management roles, with last 2 years focusing on telecommunications as CRM Practice Manager for TCS Telecom ISU.
Over 17 years experience in telecommunications and aerospace industries in systems engineering, program management, development, and architecture roles, with the last 4 years as a principal architect at Qwest Information Technologies
Mark Lesman serves as Billing Architect for non-regulated services at QWEST assuring practical and flexible solutions for more complex voice and data product offerings across government, business, residential and wholesale markets. Mark holds M.C.S. and M.B.A. degrees and has 16 years of experience in developing, managing, and architecting BSS/OSS software.
How to Design and Deliver an Intentional Customer Experience
With differentiation on service offering becoming more difficult, operators try to distinguish themselves on creating a differentiated and intentional customer experiences. The speaker will consider how service providers have been going about doing so, what they can borrow from other industries, and what tools and techniques they can use, to get ahead of the curve in this critical domain. The speaker will suggest that traditional approaches to Customer Experience Management are insufficient and pinpoint the gaps and opportunities.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors
Q & A
Q & A will be lead by chair, Seth Nesbitt.
|
RMCE10
Wednesday, November 19
4:00 PM
- 5:30 PM
|
Customer Experience-BI/CRM-2
| Meeting the Challenges of Customer Data Integration and Effective use of that Data for a Tier 1 Telco
Challenges to startup and implementation of Customer Data Integration / Customer Hub at a Tier 1 telco. Discussion on approach and lessons learned in strategic architecture, program management, and development. A look at how to leverage 360 degree view of customer to uniquely meet diverse business requirements across sales & marketing support, customer experience management, service & revenue assurance. Thoughts on using BSS to enrich data and use it to reduce cycle time, to optimize profit, and to discover popular product features to expand.
CRM consultant to multiple industries in business concepting, strategy-roadmap, architecture and program management roles, with last 2 years focusing on telecommunications as CRM Practice Manager for TCS Telecom ISU.
Over 17 years experience in telecommunications and aerospace industries in systems engineering, program management, development, and architecture roles, with the last 4 years as a principal architect at Qwest Information Technologies
Mark Lesman serves as Billing Architect for non-regulated services at QWEST assuring practical and flexible solutions for more complex voice and data product offerings across government, business, residential and wholesale markets. Mark holds M.C.S. and M.B.A. degrees and has 16 years of experience in developing, managing, and architecting BSS/OSS software.
How to Design and Deliver an Intentional Customer Experience
With differentiation on service offering becoming more difficult, operators try to distinguish themselves on creating a differentiated and intentional customer experiences. The speaker will consider how service providers have been going about doing so, what they can borrow from other industries, and what tools and techniques they can use, to get ahead of the curve in this critical domain. The speaker will suggest that traditional approaches to Customer Experience Management are insufficient and pinpoint the gaps and opportunities.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors
Q & A
Q & A will be lead by chair, Seth Nesbitt.
|
RMCE10
Wednesday, November 19
4:00 PM
- 5:30 PM
|
Customer Experience-BI/CRM-2
| Meeting the Challenges of Customer Data Integration and Effective use of that Data for a Tier 1 Telco
Challenges to startup and implementation of Customer Data Integration / Customer Hub at a Tier 1 telco. Discussion on approach and lessons learned in strategic architecture, program management, and development. A look at how to leverage 360 degree view of customer to uniquely meet diverse business requirements across sales & marketing support, customer experience management, service & revenue assurance. Thoughts on using BSS to enrich data and use it to reduce cycle time, to optimize profit, and to discover popular product features to expand.
CRM consultant to multiple industries in business concepting, strategy-roadmap, architecture and program management roles, with last 2 years focusing on telecommunications as CRM Practice Manager for TCS Telecom ISU.
Over 17 years experience in telecommunications and aerospace industries in systems engineering, program management, development, and architecture roles, with the last 4 years as a principal architect at Qwest Information Technologies
Mark Lesman serves as Billing Architect for non-regulated services at QWEST assuring practical and flexible solutions for more complex voice and data product offerings across government, business, residential and wholesale markets. Mark holds M.C.S. and M.B.A. degrees and has 16 years of experience in developing, managing, and architecting BSS/OSS software.
How to Design and Deliver an Intentional Customer Experience
With differentiation on service offering becoming more difficult, operators try to distinguish themselves on creating a differentiated and intentional customer experiences. The speaker will consider how service providers have been going about doing so, what they can borrow from other industries, and what tools and techniques they can use, to get ahead of the curve in this critical domain. The speaker will suggest that traditional approaches to Customer Experience Management are insufficient and pinpoint the gaps and opportunities.
Tal Givoly has more than 20 years’ experience in telecommunications technologies and software development, including management positions at Amdocs and XACCT, and leads all Amdocs’ innovation activities. Tal has produced numerous patents, is a frequent speaker, and is actively involved in industry consortiums, including serving on TMF's Board of Advisors
Q & A
Q & A will be lead by chair, Seth Nesbitt.
| |
Linking Customer Experience to Revenue Growth
Chair
:
remove osi
Objective Systems Integrators,
VP Marketing and Sales
Randy Custeau begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting begin_of_the_skype_highlighting end_of_the_skype_highlighting,OSI VP Marketing and Sales; TM Forum Advisory Council Member; and regular public speaker. Twenty years experience in the telecommunications market as both a service provider and as a telecom software supplier, primarily in operations support systems (OSS) and business support systems (BSS) .
|
RMCE17
Thursday, November 20
11:00 AM
- 12:30 PM
|
Linking Customer Experience to Revenue Growth-Part 2
| Creating an Infrastructure Focused on Voice of Customer
Learn about how Cricket repositioned itself with a customer-centric infrastructure to support its growing customer base and to tackle problems of churn, system scalability and insufficient customer insight.
The newly optimized design factored in Cricket’s operating margin and the growing demands on operational efficiency. The redesigned system was an On-demand, Software-as-a-Service model with real-time access and control over call routing, performance, quality and costs along with the ability to plug and play agent groups.
Charles E. Hutton is currently Vice President of Customer Care at Cricket Communications in Denver, Colorado. He is responsible for the daily operations of customer service as well as spearheading all customer experience transformation initiatives across the business.
Jil M Fisher is currently Vice President, Client Services at West Interactive Corporation in Omaha, Nebraska. She serves as Client Executive for Cricket and aligns her organization’s technologies to synchronize with her client’s needs. Ms. Fisher will speak about understanding the business/challenges of the Cricket implementation and enabling the technology.
Mr. Ramanujam is a CRM strategist and contact center technology expert at Customer Value Partners. He has helped Fortune 1000 companies successfully implement a variety of Contact Center Technologies while collaborating with “Best of Breed” vendors. Mr. Ramanujam will provide industry validation with comparative analysis on why Cricket’s solution is game-changing.
Creating Powerful Customer-Centric Offerings with Integrated CRM and Billing
Using high profile case studies, this session looks at the strategic value of integrating CRM and billing to create powerful customer-centric offerings. The session will show how the combined solution enables Service Providers to generate new revenues, become more agile and customer-oriented, and adopt a 21st-century approach to evolving their go-to-market strategy.
Brian Pawlus is Director, Product Marketing, within the Oracle Communications Global Business Unit, with a particular focus on the billing and revenue management domain. Brian regularly consults with communications, media and entertainment companies on a global basis, to discuss strategies on various aspects of charging and billing, and is a frequent conference speaker. Brian joined Oracle through its acquisition of Portal Software. Prior to his positions within Oracle and Portal, Brian has held positions in sales management, consulting, marketing, and engineering within Accenture and IBM. Brian holds a MS in Electrical Engineering from Syracuse University, and a BS in Electrical Engineering from Wayne State University.
|
RMCE17
Thursday, November 20
11:00 AM
- 12:30 PM
|
Linking Customer Experience to Revenue Growth-Part 2
| Creating an Infrastructure Focused on Voice of Customer
Learn about how Cricket repositioned itself with a customer-centric infrastructure to support its growing customer base and to tackle problems of churn, system scalability and insufficient customer insight.
The newly optimized design factored in Cricket’s operating margin and the growing demands on operational efficiency. The redesigned system was an On-demand, Software-as-a-Service model with real-time access and control over call routing, performance, quality and costs along with the ability to plug and play agent groups.
Charles E. Hutton is currently Vice President of Customer Care at Cricket Communications in Denver, Colorado. He is responsible for the daily operations of customer service as well as spearheading all customer experience transformation initiatives across the business.
Jil M Fisher is currently Vice President, Client Services at West Interactive Corporation in Omaha, Nebraska. She serves as Client Executive for Cricket and aligns her organization’s technologies to synchronize with her client’s needs. Ms. Fisher will speak about understanding the business/challenges of the Cricket implementation and enabling the technology.
Mr. Ramanujam is a CRM strategist and contact center technology expert at Customer Value Partners. He has helped Fortune 1000 companies successfully implement a variety of Contact Center Technologies while collaborating with “Best of Breed” vendors. Mr. Ramanujam will provide industry validation with comparative analysis on why Cricket’s solution is game-changing.
Creating Powerful Customer-Centric Offerings with Integrated CRM and Billing
Using high profile case studies, this session looks at the strategic value of integrating CRM and billing to create powerful customer-centric offerings. The session will show how the combined solution enables Service Providers to generate new revenues, become more agile and customer-oriented, and adopt a 21st-century approach to evolving their go-to-market strategy.
Brian Pawlus is Director, Product Marketing, within the Oracle Communications Global Business Unit, with a particular focus on the billing and revenue management domain. Brian regularly consults with communications, media and entertainment companies on a global basis, to discuss strategies on various aspects of charging and billing, and is a frequent conference speaker. Brian joined Oracle through its acquisition of Portal Software. Prior to his positions within Oracle and Portal, Brian has held positions in sales management, consulting, marketing, and engineering within Accenture and IBM. Brian holds a MS in Electrical Engineering from Syracuse University, and a BS in Electrical Engineering from Wayne State University.
|
RMCE17
Thursday, November 20
11:00 AM
- 12:30 PM
|
Linking Customer Experience to Revenue Growth-Part 2
| Creating an Infrastructure Focused on Voice of Customer
Learn about how Cricket repositioned itself with a customer-centric infrastructure to support its growing customer base and to tackle problems of churn, system scalability and insufficient customer insight.
The newly optimized design factored in Cricket’s operating margin and the growing demands on operational efficiency. The redesigned system was an On-demand, Software-as-a-Service model with real-time access and control over call routing, performance, quality and costs along with the ability to plug and play agent groups.
Charles E. Hutton is currently Vice President of Customer Care at Cricket Communications in Denver, Colorado. He is responsible for the daily operations of customer service as well as spearheading all customer experience transformation initiatives across the business.
Jil M Fisher is currently Vice President, Client Services at West Interactive Corporation in Omaha, Nebraska. She serves as Client Executive for Cricket and aligns her organization’s technologies to synchronize with her client’s needs. Ms. Fisher will speak about understanding the business/challenges of the Cricket implementation and enabling the technology.
Mr. Ramanujam is a CRM strategist and contact center technology expert at Customer Value Partners. He has helped Fortune 1000 companies successfully implement a variety of Contact Center Technologies while collaborating with “Best of Breed” vendors. Mr. Ramanujam will provide industry validation with comparative analysis on why Cricket’s solution is game-changing.
Creating Powerful Customer-Centric Offerings with Integrated CRM and Billing
Using high profile case studies, this session looks at the strategic value of integrating CRM and billing to create powerful customer-centric offerings. The session will show how the combined solution enables Service Providers to generate new revenues, become more agile and customer-oriented, and adopt a 21st-century approach to evolving their go-to-market strategy.
Brian Pawlus is Director, Product Marketing, within the Oracle Communications Global Business Unit, with a particular focus on the billing and revenue management domain. Brian regularly consults with communications, media and entertainment companies on a global basis, to discuss strategies on various aspects of charging and billing, and is a frequent conference speaker. Brian joined Oracle through its acquisition of Portal Software. Prior to his positions within Oracle and Portal, Brian has held positions in sales management, consulting, marketing, and engineering within Accenture and IBM. Brian holds a MS in Electrical Engineering from Syracuse University, and a BS in Electrical Engineering from Wayne State University.
|
RMCE17
Thursday, November 20
11:00 AM
- 12:30 PM
|
Linking Customer Experience to Revenue Growth-Part 2
| Creating an Infrastructure Focused on Voice of Customer
Learn about how Cricket repositioned itself with a customer-centric infrastructure to support its growing customer base and to tackle problems of churn, system scalability and insufficient customer insight.
The newly optimized design factored in Cricket’s operating margin and the growing demands on operational efficiency. The redesigned system was an On-demand, Software-as-a-Service model with real-time access and control over call routing, performance, quality and costs along with the ability to plug and play agent groups.
Charles E. Hutton is currently Vice President of Customer Care at Cricket Communications in Denver, Colorado. He is responsible for the daily operations of customer service as well as spearheading all customer experience transformation initiatives across the business.
Jil M Fisher is currently Vice President, Client Services at West Interactive Corporation in Omaha, Nebraska. She serves as Client Executive for Cricket and aligns her organization’s technologies to synchronize with her client’s needs. Ms. Fisher will speak about understanding the business/challenges of the Cricket implementation and enabling the technology.
Mr. Ramanujam is a CRM strategist and contact center technology expert at Customer Value Partners. He has helped Fortune 1000 companies successfully implement a variety of Contact Center Technologies while collaborating with “Best of Breed” vendors. Mr. Ramanujam will provide industry validation with comparative analysis on why Cricket’s solution is game-changing.
Creating Powerful Customer-Centric Offerings with Integrated CRM and Billing
Using high profile case studies, this session looks at the strategic value of integrating CRM and billing to create powerful customer-centric offerings. The session will show how the combined solution enables Service Providers to generate new revenues, become more agile and customer-oriented, and adopt a 21st-century approach to evolving their go-to-market strategy.
Brian Pawlus is Director, Product Marketing, within the Oracle Communications Global Business Unit, with a particular focus on the billing and revenue management domain. Brian regularly consults with communications, media and entertainment companies on a global basis, to discuss strategies on various aspects of charging and billing, and is a frequent conference speaker. Brian joined Oracle through its acquisition of Portal Software. Prior to his positions within Oracle and Portal, Brian has held positions in sales management, consulting, marketing, and engineering within Accenture and IBM. Brian holds a MS in Electrical Engineering from Syracuse University, and a BS in Electrical Engineering from Wayne State University.
|
RMCE17
Thursday, November 20
11:00 AM
- 12:30 PM
|
Linking Customer Experience to Revenue Growth-Part 2
| Creating an Infrastructure Focused on Voice of Customer
Learn about how Cricket repositioned itself with a customer-centric infrastructure to support its growing customer base and to tackle problems of churn, system scalability and insufficient customer insight.
The newly optimized design factored in Cricket’s operating margin and the growing demands on operational efficiency. The redesigned system was an On-demand, Software-as-a-Service model with real-time access and control over call routing, performance, quality and costs along with the ability to plug and play agent groups.
Charles E. Hutton is currently Vice President of Customer Care at Cricket Communications in Denver, Colorado. He is responsible for the daily operations of customer service as well as spearheading all customer experience transformation initiatives across the business.
Jil M Fisher is currently Vice President, Client Services at West Interactive Corporation in Omaha, Nebraska. She serves as Client Executive for Cricket and aligns her organization’s technologies to synchronize with her client’s needs. Ms. Fisher will speak about understanding the business/challenges of the Cricket implementation and enabling the technology.
Mr. Ramanujam is a CRM strategist and contact center technology expert at Customer Value Partners. He has helped Fortune 1000 companies successfully implement a variety of Contact Center Technologies while collaborating with “Best of Breed” vendors. Mr. Ramanujam will provide industry validation with comparative analysis on why Cricket’s solution is game-changing.
Creating Powerful Customer-Centric Offerings with Integrated CRM and Billing
Using high profile case studies, this session looks at the strategic value of integrating CRM and billing to create powerful customer-centric offerings. The session will show how the combined solution enables Service Providers to generate new revenues, become more agile and customer-oriented, and adopt a 21st-century approach to evolving their go-to-market strategy.
Brian Pawlus is Director, Product Marketing, within the Oracle Communications Global Business Unit, with a particular focus on the billing and revenue management domain. Brian regularly consults with communications, media and entertainment companies on a global basis, to discuss strategies on various aspects of charging and billing, and is a frequent conference speaker. Brian joined Oracle through its acquisition of Portal Software. Prior to his positions within Oracle and Portal, Brian has held positions in sales management, consulting, marketing, and engineering within Accenture and IBM. Brian holds a MS in Electrical Engineering from Syracuse University, and a BS in Electrical Engineering from Wayne State University.
| |
Assuring Customer Experience
Chair
:
David Milham
TM Forum,
Chief Architect
He is an active contributor to the TM Forum since 1988 and has performed a number of leadership roles in the TM Forum, most recently the co-chair of the Service Delivery Framework team and the NGOSS Contracts Management Program. He is currently active in the Service Delivery Framework, Architecture Harmonization and SLA Management teams.
He recently retired from BT where he worked in the Office of the CTO on driving OSS Architecture and Innovation within the BT Group. Working with the BT Design system teams he was responsible for development BT’s internal OSS architecture and was one of the contributors to BT 21C OSS Architecture and the adoption of the TMF MTOSI interfaces within the BT 21C OSS program. He also was a contributor to the UK Industry Business to Business process group NICC B2B.
Since retiring he is consulting with operators on business process engineering and transformation, Customer experience, Service Level Agreements and QoS.
He graduated from Imperial College of Science and Technology and Essex University. He is a Chartered Member of the UK Institution of Engineering and Technology (formerly IEE),
He holds a TM Forum Distinguished Fellowship in recognition of his contribution to the TM Forum over the last decade.
|
RMCE11
Thursday, November 20
9:00 AM
- 10:30 AM
|
Assuring Customer Experience-1
| Looking into the Customers Experience over Next Generation Wireless Core Networks
Services deployed over NGN mobile architectures can be very complex (multiple network elements and technologies involved across different domains), therefore traditional monitoring tools focused on the “network centric” philosophy are no longer adequate for this purpose.
This presentation addresses how Sunrise Telecom has helped one of its customers, a major Wireless Operator in Germany, achieve full visibility into “Customer Experience” regardless of the transitional phase of its Core Network towards an NGN architecture.
Michele Campriani has recently joined Sunrise Telecom as the General Manager of the Protocol Product Group division.
In the last thirteen years, his career has been centered on various aspects of Hewlett Packard Service Provider business.
In his last position at HP, he was Director of OSS solutions for HP’s Communication Media and Entertainment Business Unit.
Case Study: Customer Experience Management in Teliasonera
The presentation is a case study of Teliasonera’s B2B Customer Experience Management project. The goal of the project has been to implement end-to-end monitoring system and process to achieve better understanding of the customer experience of the Teliasonera services. The key motivation for the project is to shift from reactive to proactive operation mode and thus decrease SLA violations, performance degradations and penalties. The presentation focuses on technical implementation of measurements, monitoring and data analyzing.
Harri works as a development manager at Teliasonera. He has over 15 years of experience of development of service management systems and processes for IP based business customer services. Currently his is responsible for defining measurement metrics and methodologies for monitoring of the quality of customer experience.
Improving Customer Experience in a Cost Focused World
Improving Customer Experience and reducing contact center costs are common goals across Service Providers. Often viewed as mutually exclusive, this presentation will explore how to address both simultaneously. Customers want simple, productive, valuable interactions with their providers and meeting these needs can cost less than current processes by proactively managing available service channels. Based on Amdocs global experience and research of end customers and Service Providers, fact-based, real world approaches to jointly meeting these objectives will be discussed.
Mr. Keirnan is a Consulting Director at Amdocs responsible for Customer Experience and Call Center Optimization in North America. With over 25 years of industry experience, he has held roles with major Service Providers in strategy, operations and technology implementation. Mr. Keirnan focuses on designing and implementing solutions to meet business needs through creative use of technology and cross-organizational partnering.
|
RMCE11
Thursday, November 20
9:00 AM
- 10:30 AM
|
Assuring Customer Experience-1
| Looking into the Customers Experience over Next Generation Wireless Core Networks
Services deployed over NGN mobile architectures can be very complex (multiple network elements and technologies involved across different domains), therefore traditional monitoring tools focused on the “network centric” philosophy are no longer adequate for this purpose.
This presentation addresses how Sunrise Telecom has helped one of its customers, a major Wireless Operator in Germany, achieve full visibility into “Customer Experience” regardless of the transitional phase of its Core Network towards an NGN architecture.
Michele Campriani has recently joined Sunrise Telecom as the General Manager of the Protocol Product Group division.
In the last thirteen years, his career has been centered on various aspects of Hewlett Packard Service Provider business.
In his last position at HP, he was Director of OSS solutions for HP’s Communication Media and Entertainment Business Unit.
Case Study: Customer Experience Management in Teliasonera
The presentation is a case study of Teliasonera’s B2B Customer Experience Management project. The goal of the project has been to implement end-to-end monitoring system and process to achieve better understanding of the customer experience of the Teliasonera services. The key motivation for the project is to shift from reactive to proactive operation mode and thus decrease SLA violations, performance degradations and penalties. The presentation focuses on technical implementation of measurements, monitoring and data analyzing.
Harri works as a development manager at Teliasonera. He has over 15 years of experience of development of service management systems and processes for IP based business customer services. Currently his is responsible for defining measurement metrics and methodologies for monitoring of the quality of customer experience.
Improving Customer Experience in a Cost Focused World
Improving Customer Experience and reducing contact center costs are common goals across Service Providers. Often viewed as mutually exclusive, this presentation will explore how to address both simultaneously. Customers want simple, productive, valuable interactions with their providers and meeting these needs can cost less than current processes by proactively managing available service channels. Based on Amdocs global experience and research of end customers and Service Providers, fact-based, real world approaches to jointly meeting these objectives will be discussed.
Mr. Keirnan is a Consulting Director at Amdocs responsible for Customer Experience and Call Center Optimization in North America. With over 25 years of industry experience, he has held roles with major Service Providers in strategy, operations and technology implementation. Mr. Keirnan focuses on designing and implementing solutions to meet business needs through creative use of technology and cross-organizational partnering.
|
RMCE11
Thursday, November 20
9:00 AM
- 10:30 AM
|
Assuring Customer Experience-1
| Looking into the Customers Experience over Next Generation Wireless Core Networks
Services deployed over NGN mobile architectures can be very complex (multiple network elements and technologies involved across different domains), therefore traditional monitoring tools focused on the “network centric” philosophy are no longer adequate for this purpose.
This presentation addresses how Sunrise Telecom has helped one of its customers, a major Wireless Operator in Germany, achieve full visibility into “Customer Experience” regardless of the transitional phase of its Core Network towards an NGN architecture.
Michele Campriani has recently joined Sunrise Telecom as the General Manager of the Protocol Product Group division.
In the last thirteen years, his career has been centered on various aspects of Hewlett Packard Service Provider business.
In his last position at HP, he was Director of OSS solutions for HP’s Communication Media and Entertainment Business Unit.
Case Study: Customer Experience Management in Teliasonera
The presentation is a case study of Teliasonera’s B2B Customer Experience Management project. The goal of the project has been to implement end-to-end monitoring system and process to achieve better understanding of the customer experience of the Teliasonera services. The key motivation for the project is to shift from reactive to proactive operation mode and thus decrease SLA violations, performance degradations and penalties. The presentation focuses on technical implementation of measurements, monitoring and data analyzing.
Harri works as a development manager at Teliasonera. He has over 15 years of experience of development of service management systems and processes for IP based business customer services. Currently his is responsible for defining measurement metrics and methodologies for monitoring of the quality of customer experience.
Improving Customer Experience in a Cost Focused World
Improving Customer Experience and reducing contact center costs are common goals across Service Providers. Often viewed as mutually exclusive, this presentation will explore how to address both simultaneously. Customers want simple, productive, valuable interactions with their providers and meeting these needs can cost less than current processes by proactively managing available service channels. Based on Amdocs global experience and research of end customers and Service Providers, fact-based, real world approaches to jointly meeting these objectives will be discussed.
Mr. Keirnan is a Consulting Director at Amdocs responsible for Customer Experience and Call Center Optimization in North America. With over 25 years of industry experience, he has held roles with major Service Providers in strategy, operations and technology implementation. Mr. Keirnan focuses on designing and implementing solutions to meet business needs through creative use of technology and cross-organizational partnering.
|
RMCE13
Thursday, November 20
11:00 AM
- 12:30 PM
|
Assuring Customer Expeience-2
| How to Reach and Measure Operational Excellence by using Performance Management Systems
Key drivers for the Operations Excellence project were to :
reduce SLA penalties, working effort, MTTR and save Opex. This required a off-the-shelf solution that would help proactively improve operational performance and customer experience in terms of service quality. The system needed to be NGOSS-Ready and integrated into a balanced scorecard-model. This case study covers the project, the approach, lessons learned and how operational excellence is reached by daily measurements.
Eckhard Freund is Head of Project Management Wholesale Services at Telefónica o2 Germany GmbH & CO OHG and implemented ISO 20000 based on ITIL v2 Service Management at Technology Operations. He has numerous years of experience in the field of quality management for IT & Telecom and production environments. He has additional expertise in change management for Merger & Acquisitions and in the wide field of organizational development.
Customer-Agent Interactions States: A Key to Improving Call Center User Experience
Efficiency of customer care agents in resolving a customer complaint has direct impact on customer satisfaction. Such calls can be visualized as a succession of “states of interaction” in which the customer, agent and the software participate.
Valuable insights emerge for improving the customer experience by juxtaposing customer emotions, agent activities and system usability.
The approach is particularly useful in outsourced call centers where privacy requirements may preclude certain classical Usability Study techniques.
Paul heads operational and technical development for BT’s customer-facing portals including BT.com, BTwholesale.com, Global Services. He also owns BT.com Usability Program.
Prior to BT, Paul was SafeHarbor's VP-Technology (platform strategy and development of innovative and robust customer support solutions). Earlier, as Qwest’s VP-IT, he played key role in IT transformation.
Jayant Umrani is currently responsible for eBiz for Tech Mahindra based in Atlanta, GA. His responsibilities include the strategy planning and execution of retail business development primarily focusing on portals and retails systems for other eChannels. Unified customer experience across multiple channels of business is always challenging and with the experience and expertise in this space, his direction helps customers increase customer satisfaction and reduce churn. His previous engagement was in U.K with British Telecom where he was responsible for bt.com program.
A Generic Architecture for E2E Customer Experience Monitoring
This presentation describes the platform used inside Telefonica for monitoring services by analyzing the traffic of real users from an end-to-end perspective. The main data source is the information gathered by different types of probes deployed all over the monitored network. In addition, these detailed records are correlated inside the core of the architecture in order to generate quality of service figures from a centralized point. Passive probes monitor users’ services; meanwhile active probes emulate users to offer an end-to-end vision of the services. Furthermore, the information from the network is enriched with external databases, as inventory tools, service model and CRM (Customer Relationship Management). Additionally, main use cases are shown for monitoring the quality of service of an IPTV platform, using the proposed architecture under the designation of OMEGAQ.
|
RMCE13
Thursday, November 20
11:00 AM
- 12:30 PM
|
Assuring Customer Expeience-2
| How to Reach and Measure Operational Excellence by using Performance Management Systems
Key drivers for the Operations Excellence project were to :
reduce SLA penalties, working effort, MTTR and save Opex. This required a off-the-shelf solution that would help proactively improve operational performance and customer experience in terms of service quality. The system needed to be NGOSS-Ready and integrated into a balanced scorecard-model. This case study covers the project, the approach, lessons learned and how operational excellence is reached by daily measurements.
Eckhard Freund is Head of Project Management Wholesale Services at Telefónica o2 Germany GmbH & CO OHG and implemented ISO 20000 based on ITIL v2 Service Management at Technology Operations. He has numerous years of experience in the field of quality management for IT & Telecom and production environments. He has additional expertise in change management for Merger & Acquisitions and in the wide field of organizational development.
Customer-Agent Interactions States: A Key to Improving Call Center User Experience
Efficiency of customer care agents in resolving a customer complaint has direct impact on customer satisfaction. Such calls can be visualized as a succession of “states of interaction” in which the customer, agent and the software participate.
Valuable insights emerge for improving the customer experience by juxtaposing customer emotions, agent activities and system usability.
The approach is particularly useful in outsourced call centers where privacy requirements may preclude certain classical Usability Study techniques.
Paul heads operational and technical development for BT’s customer-facing portals including BT.com, BTwholesale.com, Global Services. He also owns BT.com Usability Program.
Prior to BT, Paul was SafeHarbor's VP-Technology (platform strategy and development of innovative and robust customer support solutions). Earlier, as Qwest’s VP-IT, he played key role in IT transformation.
Jayant Umrani is currently responsible for eBiz for Tech Mahindra based in Atlanta, GA. His responsibilities include the strategy planning and execution of retail business development primarily focusing on portals and retails systems for other eChannels. Unified customer experience across multiple channels of business is always challenging and with the experience and expertise in this space, his direction helps customers increase customer satisfaction and reduce churn. His previous engagement was in U.K with British Telecom where he was responsible for bt.com program.
A Generic Architecture for E2E Customer Experience Monitoring
This presentation describes the platform used inside Telefonica for monitoring services by analyzing the traffic of real users from an end-to-end perspective. The main data source is the information gathered by different types of probes deployed all over the monitored network. In addition, these detailed records are correlated inside the core of the architecture in order to generate quality of service figures from a centralized point. Passive probes monitor users’ services; meanwhile active probes emulate users to offer an end-to-end vision of the services. Furthermore, the information from the network is enriched with external databases, as inventory tools, service model and CRM (Customer Relationship Management). Additionally, main use cases are shown for monitoring the quality of service of an IPTV platform, using the proposed architecture under the designation of OMEGAQ.
|
RMCE13
Thursday, November 20
11:00 AM
- 12:30 PM
|
Assuring Customer Expeience-2
| How to Reach and Measure Operational Excellence by using Performance Management Systems
Key drivers for the Operations Excellence project were to :
reduce SLA penalties, working effort, MTTR and save Opex. This required a off-the-shelf solution that would help proactively improve operational performance and customer experience in terms of service quality. The system needed to be NGOSS-Ready and integrated into a balanced scorecard-model. This case study covers the project, the approach, lessons learned and how operational excellence is reached by daily measurements.
Eckhard Freund is Head of Project Management Wholesale Services at Telefónica o2 Germany GmbH & CO OHG and implemented ISO 20000 based on ITIL v2 Service Management at Technology Operations. He has numerous years of experience in the field of quality management for IT & Telecom and production environments. He has additional expertise in change management for Merger & Acquisitions and in the wide field of organizational development.
Customer-Agent Interactions States: A Key to Improving Call Center User Experience
Efficiency of customer care agents in resolving a customer complaint has direct impact on customer satisfaction. Such calls can be visualized as a succession of “states of interaction” in which the customer, agent and the software participate.
Valuable insights emerge for improving the customer experience by juxtaposing customer emotions, agent activities and system usability.
The approach is particularly useful in outsourced call centers where privacy requirements may preclude certain classical Usability Study techniques.
Paul heads operational and technical development for BT’s customer-facing portals including BT.com, BTwholesale.com, Global Services. He also owns BT.com Usability Program.
Prior to BT, Paul was SafeHarbor's VP-Technology (platform strategy and development of innovative and robust customer support solutions). Earlier, as Qwest’s VP-IT, he played key role in IT transformation.
Jayant Umrani is currently responsible for eBiz for Tech Mahindra based in Atlanta, GA. His responsibilities include the strategy planning and execution of retail business development primarily focusing on portals and retails systems for other eChannels. Unified customer experience across multiple channels of business is always challenging and with the experience and expertise in this space, his direction helps customers increase customer satisfaction and reduce churn. His previous engagement was in U.K with British Telecom where he was responsible for bt.com program.
A Generic Architecture for E2E Customer Experience Monitoring
This presentation describes the platform used inside Telefonica for monitoring services by analyzing the traffic of real users from an end-to-end perspective. The main data source is the information gathered by different types of probes deployed all over the monitored network. In addition, these detailed records are correlated inside the core of the architecture in order to generate quality of service figures from a centralized point. Passive probes monitor users’ services; meanwhile active probes emulate users to offer an end-to-end vision of the services. Furthermore, the information from the network is enriched with external databases, as inventory tools, service model and CRM (Customer Relationship Management). Additionally, main use cases are shown for monitoring the quality of service of an IPTV platform, using the proposed architecture under the designation of OMEGAQ.
|
RMCE13
Thursday, November 20
11:00 AM
- 12:30 PM
|
Assuring Customer Expeience-2
| How to Reach and Measure Operational Excellence by using Performance Management Systems
Key drivers for the Operations Excellence project were to :
reduce SLA penalties, working effort, MTTR and save Opex. This required a off-the-shelf solution that would help proactively improve operational performance and customer experience in terms of service quality. The system needed to be NGOSS-Ready and integrated into a balanced scorecard-model. This case study covers the project, the approach, lessons learned and how operational excellence is reached by daily measurements.
Eckhard Freund is Head of Project Management Wholesale Services at Telefónica o2 Germany GmbH & CO OHG and implemented ISO 20000 based on ITIL v2 Service Management at Technology Operations. He has numerous years of experience in the field of quality management for IT & Telecom and production environments. He has additional expertise in change management for Merger & Acquisitions and in the wide field of organizational development.
Customer-Agent Interactions States: A Key to Improving Call Center User Experience
Efficiency of customer care agents in resolving a customer complaint has direct impact on customer satisfaction. Such calls can be visualized as a succession of “states of interaction” in which the customer, agent and the software participate.
Valuable insights emerge for improving the customer experience by juxtaposing customer emotions, agent activities and system usability.
The approach is particularly useful in outsourced call centers where privacy requirements may preclude certain classical Usability Study techniques.
Paul heads operational and technical development for BT’s customer-facing portals including BT.com, BTwholesale.com, Global Services. He also owns BT.com Usability Program.
Prior to BT, Paul was SafeHarbor's VP-Technology (platform strategy and development of innovative and robust customer support solutions). Earlier, as Qwest’s VP-IT, he played key role in IT transformation.
Jayant Umrani is currently responsible for eBiz for Tech Mahindra based in Atlanta, GA. His responsibilities include the strategy planning and execution of retail business development primarily focusing on portals and retails systems for other eChannels. Unified customer experience across multiple channels of business is always challenging and with the experience and expertise in this space, his direction helps customers increase customer satisfaction and reduce churn. His previous engagement was in U.K with British Telecom where he was responsible for bt.com program.
A Generic Architecture for E2E Customer Experience Monitoring
This presentation describes the platform used inside Telefonica for monitoring services by analyzing the traffic of real users from an end-to-end perspective. The main data source is the information gathered by different types of probes deployed all over the monitored network. In addition, these detailed records are correlated inside the core of the architecture in order to generate quality of service figures from a centralized point. Passive probes monitor users’ services; meanwhile active probes emulate users to offer an end-to-end vision of the services. Furthermore, the information from the network is enriched with external databases, as inventory tools, service model and CRM (Customer Relationship Management). Additionally, main use cases are shown for monitoring the quality of service of an IPTV platform, using the proposed architecture under the designation of OMEGAQ.
| |
Linking Customer Experience to Revenue Growth
Chair
:
Dharmesh Syal
Satyam Computer Services Ltd.,
Vice President
Dharmesh Syal is the Vice President for Telecommunications and Digital Convergence Practice at Satyam Computer Services Ltd. Dharmesh has worked in the Telecom and Technology industry for around two decades on Business Strategy, IT and Network Service Platform solutions. Dharmesh advices executives in global marketplace and has presented at leading Industry forums including TMF, TeleStrategies, and CNBC Business Review.
|
RMCE15
Thursday, November 20
9:00 AM
- 10:30 AM
|
Linking Customer Experience to Revenue Growth-Part 1
| Assuring The Customer Experience: Does Your Network Extend Beyond Your Grasp?
Home Network Assurance: the TDM-to-IP network evolution underway includes the automation of service assurance processes. This proactive and protective “bubble” of constant network monitoring, reporting, repairing and optimizing can be extended into the home or home office. Holistic service assurance involves traditional availability and performance monitoring, but with new tools designed for the home/SOHO environment. It includes the participation of equipment and electronics manufacturers and integration of all of these solutions with service provider OSSs. The result is the ability of consumer home networks to proactively diagnose technical issues before they become expensive customer service problems and improve the customers’ overall experience.
Mr. Stanley is responsible for Telcordia’s Home Network Assurance solutions. He has over twenty years of experience in the telecommunications industry, including product line management, solutions development and alliances/partnering. Mr. Stanley spoke at Management World Orlando and has participated in numerous TM Forum projects including early development of the SID model, and the formulation and delivery of Catalyst showcase projects.
Cbeyond (Case study): Steppingstones to Advanced Service Fulfillment for SMBs
Cbeyond was inspired to fill the SMB service gap at a time when non conventional players were changing the services landscape with dynamic and personalized product mixes. Rather than compete on cost alone, Cbeyond knew customer care, flexibility and scalability would all have to come together to create competitive advantage. The company set out to do what no other CSP had done before: create a cost-effective bundle of voice, broadband and mobile services. This presentation will provide an overview of such solution.
Srini Jamched is a Director of IT Development at Cbeyond. Using a 100% private all IP network, Cbeyond provides IT and communications services to small business throughout the United States. Srini has 15 years of software experience in architecting, building, and deploying enterprise systems using distributed technologies. As Director of IT Development at Cbeyond - Srini is responsible for developing network provisioning systems for next generation OSS systems.
David Jacobs is chief technical officer in Amdocs Broadband, Cable & Satellite Division representing Amdocs product and services strategy for Cable MSOs and Satellite operators who provide next generation residential and commercial service offerings. David joined Amdocs following the acquisition of Jacobs Rimell by Amdocs in April 2008.
Why Customer Loyalty Management is Ready for its Own Space
In today’s environment of alarming churn and static or declining ARPU despite widely adopted loyalty program that continues to be the best strategy for attracting and retaining the most profitable customers over the long term, we are ready to add CLM to our vocabulary of CRM, BI, ETL, SFA and the like. We take a close at why we believe the time for this has come and the evolution CLM to maturity.
Thomas Thekkethala. CEO of RateIntegration.
Thomas Thekkethala has over twenty years’ experience in founding and leading technology start-ups. He founded the telecom software companies, SRG and CCSS, both of which were successfully acquired. During his career, he has led teams that have developed and deployed technology at the leading service providers in the U.S. and worldwide.
|
RMCE15
Thursday, November 20
9:00 AM
- 10:30 AM
|
Linking Customer Experience to Revenue Growth-Part 1
| Assuring The Customer Experience: Does Your Network Extend Beyond Your Grasp?
Home Network Assurance: the TDM-to-IP network evolution underway includes the automation of service assurance processes. This proactive and protective “bubble” of constant network monitoring, reporting, repairing and optimizing can be extended into the home or home office. Holistic service assurance involves traditional availability and performance monitoring, but with new tools designed for the home/SOHO environment. It includes the participation of equipment and electronics manufacturers and integration of all of these solutions with service provider OSSs. The result is the ability of consumer home networks to proactively diagnose technical issues before they become expensive customer service problems and improve the customers’ overall experience.
Mr. Stanley is responsible for Telcordia’s Home Network Assurance solutions. He has over twenty years of experience in the telecommunications industry, including product line management, solutions development and alliances/partnering. Mr. Stanley spoke at Management World Orlando and has participated in numerous TM Forum projects including early development of the SID model, and the formulation and delivery of Catalyst showcase projects.
Cbeyond (Case study): Steppingstones to Advanced Service Fulfillment for SMBs
Cbeyond was inspired to fill the SMB service gap at a time when non conventional players were changing the services landscape with dynamic and personalized product mixes. Rather than compete on cost alone, Cbeyond knew customer care, flexibility and scalability would all have to come together to create competitive advantage. The company set out to do what no other CSP had done before: create a cost-effective bundle of voice, broadband and mobile services. This presentation will provide an overview of such solution.
Srini Jamched is a Director of IT Development at Cbeyond. Using a 100% private all IP network, Cbeyond provides IT and communications services to small business throughout the United States. Srini has 15 years of software experience in architecting, building, and deploying enterprise systems using distributed technologies. As Director of IT Development at Cbeyond - Srini is responsible for developing network provisioning systems for next generation OSS systems.
David Jacobs is chief technical officer in Amdocs Broadband, Cable & Satellite Division representing Amdocs product and services strategy for Cable MSOs and Satellite operators who provide next generation residential and commercial service offerings. David joined Amdocs following the acquisition of Jacobs Rimell by Amdocs in April 2008.
Why Customer Loyalty Management is Ready for its Own Space
In today’s environment of alarming churn and static or declining ARPU despite widely adopted loyalty program that continues to be the best strategy for attracting and retaining the most profitable customers over the long term, we are ready to add CLM to our vocabulary of CRM, BI, ETL, SFA and the like. We take a close at why we believe the time for this has come and the evolution CLM to maturity.
Thomas Thekkethala. CEO of RateIntegration.
Thomas Thekkethala has over twenty years’ experience in founding and leading technology start-ups. He founded the telecom software companies, SRG and CCSS, both of which were successfully acquired. During his career, he has led teams that have developed and deployed technology at the leading service providers in the U.S. and worldwide.
|
RMCE15
Thursday, November 20
9:00 AM
- 10:30 AM
|
Linking Customer Experience to Revenue Growth-Part 1
| Assuring The Customer Experience: Does Your Network Extend Beyond Your Grasp?
Home Network Assurance: the TDM-to-IP network evolution underway includes the automation of service assurance processes. This proactive and protective “bubble” of constant network monitoring, reporting, repairing and optimizing can be extended into the home or home office. Holistic service assurance involves traditional availability and performance monitoring, but with new tools designed for the home/SOHO environment. It includes the participation of equipment and electronics manufacturers and integration of all of these solutions with service provider OSSs. The result is the ability of consumer home networks to proactively diagnose technical issues before they become expensive customer service problems and improve the customers’ overall experience.
Mr. Stanley is responsible for Telcordia’s Home Network Assurance solutions. He has over twenty years of experience in the telecommunications industry, including product line management, solutions development and alliances/partnering. Mr. Stanley spoke at Management World Orlando and has participated in numerous TM Forum projects including early development of the SID model, and the formulation and delivery of Catalyst showcase projects.
Cbeyond (Case study): Steppingstones to Advanced Service Fulfillment for SMBs
Cbeyond was inspired to fill the SMB service gap at a time when non conventional players were changing the services landscape with dynamic and personalized product mixes. Rather than compete on cost alone, Cbeyond knew customer care, flexibility and scalability would all have to come together to create competitive advantage. The company set out to do what no other CSP had done before: create a cost-effective bundle of voice, broadband and mobile services. This presentation will provide an overview of such solution.
Srini Jamched is a Director of IT Development at Cbeyond. Using a 100% private all IP network, Cbeyond provides IT and communications services to small business throughout the United States. Srini has 15 years of software experience in architecting, building, and deploying enterprise systems using distributed technologies. As Director of IT Development at Cbeyond - Srini is responsible for developing network provisioning systems for next generation OSS systems.
David Jacobs is chief technical officer in Amdocs Broadband, Cable & Satellite Division representing Amdocs product and services strategy for Cable MSOs and Satellite operators who provide next generation residential and commercial service offerings. David joined Amdocs following the acquisition of Jacobs Rimell by Amdocs in April 2008.
Why Customer Loyalty Management is Ready for its Own Space
In today’s environment of alarming churn and static or declining ARPU despite widely adopted loyalty program that continues to be the best strategy for attracting and retaining the most profitable customers over the long term, we are ready to add CLM to our vocabulary of CRM, BI, ETL, SFA and the like. We take a close at why we believe the time for this has come and the evolution CLM to maturity.
Thomas Thekkethala. CEO of RateIntegration.
Thomas Thekkethala has over twenty years’ experience in founding and leading technology start-ups. He founded the telecom software companies, SRG and CCSS, both of which were successfully acquired. During his career, he has led teams that have developed and deployed technology at the leading service providers in the U.S. and worldwide.
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RMCE15
Thursday, November 20
9:00 AM
- 10:30 AM
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Linking Customer Experience to Revenue Growth-Part 1
| Assuring The Customer Experience: Does Your Network Extend Beyond Your Grasp?
Home Network Assurance: the TDM-to-IP network evolution underway includes the automation of service assurance processes. This proactive and protective “bubble” of constant network monitoring, reporting, repairing and optimizing can be extended into the home or home office. Holistic service assurance involves traditional availability and performance monitoring, but with new tools designed for the home/SOHO environment. It includes the participation of equipment and electronics manufacturers and integration of all of these solutions with service provider OSSs. The result is the ability of consumer home networks to proactively diagnose technical issues before they become expensive customer service problems and improve the customers’ overall experience.
Mr. Stanley is responsible for Telcordia’s Home Network Assurance solutions. He has over twenty years of experience in the telecommunications industry, including product line management, solutions development and alliances/partnering. Mr. Stanley spoke at Management World Orlando and has participated in numerous TM Forum projects including early development of the SID model, and the formulation and delivery of Catalyst showcase projects.
Cbeyond (Case study): Steppingstones to Advanced Service Fulfillment for SMBs
Cbeyond was inspired to fill the SMB service gap at a time when non conventional players were changing the services landscape with dynamic and personalized product mixes. Rather than compete on cost alone, Cbeyond knew customer care, flexibility and scalability would all have to come together to create competitive advantage. The company set out to do what no other CSP had done before: create a cost-effective bundle of voice, broadband and mobile services. This presentation will provide an overview of such solution.
Srini Jamched is a Director of IT Development at Cbeyond. Using a 100% private all IP network, Cbeyond provides IT and communications services to small business throughout the United States. Srini has 15 years of software experience in architecting, building, and deploying enterprise systems using distributed technologies. As Director of IT Development at Cbeyond - Srini is responsible for developing network provisioning systems for next generation OSS systems.
David Jacobs is chief technical officer in Amdocs Broadband, Cable & Satellite Division representing Amdocs product and services strategy for Cable MSOs and Satellite operators who provide next generation residential and commercial service offerings. David joined Amdocs following the acquisition of Jacobs Rimell by Amdocs in April 2008.
Why Customer Loyalty Management is Ready for its Own Space
In today’s environment of alarming churn and static or declining ARPU despite widely adopted loyalty program that continues to be the best strategy for attracting and retaining the most profitable customers over the long term, we are ready to add CLM to our vocabulary of CRM, BI, ETL, SFA and the like. We take a close at why we believe the time for this has come and the evolution CLM to maturity.
Thomas Thekkethala. CEO of RateIntegration.
Thomas Thekkethala has over twenty years’ experience in founding and leading technology start-ups. He founded the telecom software companies, SRG and CCSS, both of which were successfully acquired. During his career, he has led teams that have developed and deployed technology at the leading service providers in the U.S. and worldwide.
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