5. Lack of Integration Between Systems & Teams
Results in Poor Experience for Customers
• Two-thirds of telcos (65%) admitted that customers are unable to
resolve queries by calling just one number
• Over half (56%) conceded there was little or no integration
between customer-facing teams and their systems
• More than three-quarters of telcos (76%) currently don’t have the
systems and processes to identify and retain customers reaching
the end of their contracts
• Only a third of telcos are able to make context-based
recommendations to customers both online and in call centres
• Telcos are failing to capitalise on an overwhelming consumer
preference for web-based customer service
Vanson Bourne Study : 45 Telecom Customer Mgnt Executives interviewed and 3,750
consumers across Western and Eastern Europe and the Middle East.
8. Oracle AIA – Pre-Built NGOSS SOA
• Reference Process Models
Oracle Application Integration Architecture Provide foundation for
understanding your business
Best Practice Industry Processes • Pre-built Processes
Connect across applications
Pre-built Sustainable Integrations quickly
• Enterprise Business Services
Common Objects and Services
Reduce the time to deploy and
Open Standards Based Foundation change
• Enterprise Business Objects
Enable any application to plug
Extensions Extensions Extensions Extensions into processes
Customer
Relationship
Billing and
Revenue
Service Enterprise • Application Business Conn.
Fulfillment Applications
Management Management Svc.
Application specific service
translation and transformation
11. Conceptual Next Gen Comms Architecture
User Interaction Channel Channel
Channel Channel
Channel Channel
Channel
Common Orchestration Access and Entitlement
Common Orchestration Access and Entitlement
Processes
Composite / Industry
Composite / Industry
Processes Concept to Mkt. Order to Activate Notice to Settle
Processes
Common Processes
Common Processes Lead to Close Trouble to Fix
Campaign to
Order
Accrue to Redeem …
Frameworks
Industry Foundation Pack
Industry Foundation Pack
…
IT Systems
Communications
Communications Financial Services
Financial Services Other
Other
(Data and Services)
(Data and Services)
Common Foundation Pack (Data and Services)
Integration Discovery
Discovery Routing
Routing Transformation
Transformation Adaptation
Adaptation Governance
Governance
Platforms
ERP Siebel CRM BRM MAM Claims
Finance
Comms
…
Finance
Comms
Media
OSM DRM
Media
Banking
SCM UIM Ads Other
Product Hub
Horizontal Core Platform Vertical Core Systems
Application Grid
Application Grid Private Cloud
Server Pool
IT Infrastructure Storage Pool
Virtualisation
Virtualisation