turn five communications industry challenges into real competitive opportunities
Post on 03-Nov-2014
6 Views
Preview:
DESCRIPTION
TRANSCRIPT
Perficient Perspectives
Turn Five Communications Industry Challengesinto Real Competitive Opportunities
Our Speaker
Randy ShillmanDirector, Perficient’s Communications Practice
• Randy has over 17 years of experience in the communications industry. He began his career with Andersen Consulting (Accenture). He later joined Objective Systems where he was instrumental in establishing a Europe, MIddle East and Africa (EMEA) office to deliver communications OSS and NMS solutions to service providers. Randy joined BoldTech Systems (which was later acquired by Perficient) in 1998. At BoldTech, Randy was responsible for growing its Revenue Assurance practice from inception to a multimillion dollar service offering in just over a year, and later assumed practice management responsibilities for the entire communications industry, which comprised over half of BoldTech's annual revenues. In 2007, Randy assumed the role of VP of Operations for the AmberWatch Foundation, a 501(c)(3) nonprofit dedicated to protecting children from predators. He returned to Perficient in 2009 where he now is a director of its Communications Competency Center (C3).
2
Physical
Datalink
Network
Transport
Session
Presentation
Application
IP
TCP, UDP
Sockets, RPC
SSL, MPEG
HTTP, SIP, SMTP
Layer Network ProtocolsCommunications service providers (CSPs) have traditionally been strongest down in the network…
The Communications Industry Dilemma In a Nutshell
Unfortunately, revenue growth is happening with rich content, apps and cloud services from “Over the Top” (OTT) providers like Apple and Google….
Ethernet WiFi PPP
DSL CDMA POTS
…and Net Neutrality regulation is making it harder for CSPs to provide differentiated service to these OTTs
…while at the same time these network technologies are converging
…while at the same time the CSPs themselves are converging (e.g. CenturyLink/Qwest, AT&T/T-Mobile, Windstream/PAETEC)
And Still, The Industry is Stronger Than Many Realize…
4
Key Industry Statistics (Domestic) 1:
• ROE = 15.9%• Div. Yield % = 5.84% (AT&T and
Verizon are highest yielding on Dow)• Net Profit Margin = 10.4%
Sources:1 Yahoo! Finance2 http://pages.stern.nyu.edu3 http://economictimes.indiatimes.com4 Money Magazine, August 2011
Other Key Industry Statistics :
• The third largest in terms of capital spending, after Petroleum and Automotive2
• CapEx expected to increase at compound rate of 2.4% to 2015 3
• The Third best performer over 1 year on S&P 5004
Comparison of iShares Dow Jones US Telecom (blue) to DJIA (red)1
Competitive Products Require Efficient “Quote to Cash” Process & Data
5
App
App
App
Service Design Organization
Designer
Designer
CSR
Customer
OrderEntry
Ordering Provisioning Activation
App
Engi
neer
Engineer
Network
Service Delivery Organization
People – Accurate Introduction, configuration & ordering of complex products through content-driven portals and an integration-oriented approach
Process – Improved order management and provisioning through integration, service-oriented architectures and business process management
Systems/Data – Accurate representation of product, network, service and billing data through network audits, inventory management and revenue assurance.
Order Item
Order Item
Order Item
Order Item
Order Item
Order Item
Ord
erD
ecom
posi
tion
Order Management Organization
Order Management
Engi
neer
ServiceOrder
Compete ThroughInnovation
Survive ThroughOperational Efficiency
Retain Through Intelligence & Assurance
The Trend:
Network convergence - any app ,any device, any place, any time.
Products not just about usage or bandwidth anymore
The Business Problem:
In the rush to get products out faster than the competition…
Program dependencies get missed and timelines slip
Defect management takes a back seat, impacting quality
Ineffective partner management
Inefficient process and change management
Perficient’s Solution Approaches:
Program and Vendor Leadership
Change management and Governance
Process Re-Engineering and Defect Management
Quick Start RulebooksTM and Readiness Dashboards
6
Opportunity #1: Exploit Convergence With Accelerated New Product Launches
The Trend:
OTTs are becoming the content providers
CSPs are avoiding being “dumb pipes” with content-driven customer portals, both traditional and as mobile apps.
The Business Problem:
Fragmented and inflexible web infrastructures – lack business agility
New protocols/technologies (e.g. XMPP, Jingle, SIP) are still arcane
Uncertain product cannibalization impacts
7
Opportunity #2: Focus On Rich Content Delivery with Content-Driven Portals
Perficient’s Solution Approaches:
Web Architecture Modernization
CSP Content-driven Customer Portals
Self-Care Portals
Near-Real-Time Web content management
The Trend:
Web services in the “Cloud” is enabling collaborative services
Carriers are opting for SOA vs. COTS for operational efficiency
SOA becoming an enabler for BPM rather than just IT cost control
The Business Problem:
Silo’ed COTS OSS with limited integration ability and in the Cloud
Entrenched manual swivel-chair ordering
Lack of common information models exacerbates order fallout
Perficient’s Solution Approaches:
Web Service Integration with BSS/OSS and Partners
SOA for Complex Product Catalogs
Extending SOA for Business Process Management
8
Opportunity #3: Streamline “Quote to Cash” with SOA/BPM Instead of COTS Silos
The Trend:
M&A (e.g. CenturyLink/Qwest, AT&T/T-Mobile) is resulting in disparate BSS/OSS with disparate data
Exponential growth of data volume generated by customers
The Business Problem:
Brittle ETL results in slow performance and operational deployment and troubleshooting inefficiencies.
Inability to trace data through the infrastructure results in long delays in accessing data and stale reporting
Inconsistent data architecture and data governance lead to inflexibility and data quality issues
Perficient’s Solution Approaches:
Data Inventory Tools, Assessments and Roadmaps
ETL/Data Warehouse Infrastructure Reverse Engineering
Data Virtualization/Federation Solutions
Business intelligence and Enterprise Performance Management
Revenue Assurance9
Opportunity #4: Address M&A Data Woes with Effective Data Management
The Trend:
Communications markets are mostly saturated
ARPU is often flat (e.g. declining voice revenues)
Customer retention through inbound promotions
The Business Problem:
Defining retention (and customers) in non-contract models
What to do with the bandwidth hogs?
Lack of 360 degree views of customer
Too much focus on outbound instead of inbound marketing
Poor customer service on network issues
Perficient’s Solution Approaches:
Real-Time Inbound Customer Promotion Management
Predictive Customer Analytics
Capability roadmaps
10
Opportunity #5: Improve Customer Retention with Real-time PRM
11
• Serving 35+ communications clients since 1997• Communications domain subject matter specialists each with an average of over 15 years of cable
and telecommunication industry experience• Reusable industry-specific intellectual property• Assessments/roadmaps leading to multimillion-dollar revenue and expense improvements• Expertise across full lifecycle (Design, Develop, Test, Implement, Operate)• Integration with many legacy and leading modern OSS/BSS systems• Deep experience with market leading technologies– IBM, Oracle, TIBCO, Microsoft• Custom Tailored Global Delivery Solutions
About Perficient
Perficient is a leading information technology consulting firm serving
clients throughout North America.
We help clients implement business-driven technology solutions that
integrate business processes, improve worker productivity, increase
customer loyalty and create a more agile enterprise to better
respond to new business opportunities.
PRFT Profile
Founded in 1997
Public, NASDAQ: PRFT
2010 Revenue of $215 million
20 major market locations throughout North America— Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, Philadelphia, San Francisco, San Jose, St. Louis and Toronto
1,500+ colleagues
Dedicated solution practices
500+ enterprise clients (2010) and 85% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
Perficient brings deep solutions expertise and offers a complete set of flexible services to help clients implement business-driven IT solutions
Our Solutions Expertise & Services
Business-Driven Solutions• Enterprise Portals• SOA and Business Process
Management• Business Intelligence• User-Centered Custom Applications• CRM Solutions• Enterprise Performance
Management• Customer Self-Service• eCommerce & Product Information
Management• Enterprise Content Management• Industry-Specific Solutions• Mobile Technology• Security Assessments
14
Perficient Services End-to-End Solution Delivery IT Strategic Consulting IT Architecture Planning Business Process & Workflow
Consulting Usability and UI Consulting Custom Application Development Offshore Development Package Selection, Implementation
and Integration Architecture & Application Migrations Education
Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries.
Follow Perficient Online
Perficient.com/SocialMedia
Twitter.com/Perficient Facebook.com/Perficient
Thank You!
top related