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Page 1: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

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Communications Transformation & The Oracle Communications OpportunityMatt McFerrin, Senior Industry DirectorOracle Communications

Page 2: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Communications PrimerQ: How many bell logos where there?Q: How many bell logos where there?

A: A: SixSix

Page 3: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

History Of “Bell” Transformation

•1876, when Alexander Graham Bell transmits the first complete message - "Mr. Watson, come here, I want you!“

•July 30, 1878 to April 17, 1880, a series of Massachusetts corporations controlling Mr. Bell's patent rights are organized

•March 3, 1885, the American Telephone and Telegraph Co. (e.g. AT&T) is established as a subsidiary of American Bell Telephone

•On December 30, 1899, AT&T succeeds American Bell as the parent of the Bell System

Page 4: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

History Of “Bell” Transformation

•The U.S. Department of Justice files an antitrust suit against AT&T on July 24, 1913.

•Later that year, AT&T Vice President Nathan Kingsbury agrees to provide long-distance connection of Bell System lines to independent phone companies

•The U.S. government runs the telephone system during the only time in American history from July 1, 1918 to June 30, 1919

•President Franklin D. Roosevelt signs the Communications Act on June 19, 1934. The law places interstate telephone business under the regulation of the newly formed Federal Communications Commission (FCC).

Page 5: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

History Of “Bell” Transformation

•In 1956, AT&T opens for service TAT-1, the first trans-Atlantic telephone cable

•In 1962, AT&T placed the first commercial communications satellite, Telstar I, in orbit, offering an additional alternative especially suited to international communications.

•AT&T opens TPC-1 in 1964, the first submarine telephone cable across the Pacific. It went from Japan to Hawaii, where it connected to two cables linking Hawaii with the mainland.

•The FCC reaches its Carterfone decision on June 26, 1968

•Largest Corporate Identity Program in the United States of America. Consisted of redesign of 135,000 Bell System fleet vehicles; 22,000 buildings; 1,250,000 phone booths; With, 1,060,000 employees; 80,000,000 customers. It took five years to implement this program - from 1969-1972 - and without the aid of computers!

Page 6: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

So, A Quick Quiz

A: It uses the two letters in the Verizon logo that graphically portray speed, A: It uses the two letters in the Verizon logo that graphically portray speed, while also echoing the genesis of the company name : veritas (Latin for while also echoing the genesis of the company name : veritas (Latin for certainty/reliability) and horizon (e.g. forward looking/visionary)certainty/reliability) and horizon (e.g. forward looking/visionary)

Q: What year were Q: What year were Call Waiting, Three-Way Calling, and Call Forwarding introduced?Call Waiting, Three-Way Calling, and Call Forwarding introduced?

Q: What was the Carterfone decision, made on June 26, 1968?Q: What was the Carterfone decision, made on June 26, 1968?

A: A: In 1971, by Illinois BellIn 1971, by Illinois Bell

Q: Why did Verizon select the ticker symbol (Vz)?Q: Why did Verizon select the ticker symbol (Vz)?

A: A: Carter Electronics of Dallas sought to interconnect its two-way radios with the Carter Electronics of Dallas sought to interconnect its two-way radios with the nationwide phone system. The FCC ruling struck down interstate tariffs that nationwide phone system. The FCC ruling struck down interstate tariffs that prohibit attachment or connection of non-Bell System communications equipment prohibit attachment or connection of non-Bell System communications equipment to the public network. And it opens the way for competition.to the public network. And it opens the way for competition.

Q: What is the significance of the date January 1, 1984?Q: What is the significance of the date January 1, 1984?

A: Date A: Date AT&T agreed that it would divest itself of the 22 Bell Operating telephone AT&T agreed that it would divest itself of the 22 Bell Operating telephone companies. As a result of divestiture, the seven RBOCs - Ameritech, Bell Atlantic, companies. As a result of divestiture, the seven RBOCs - Ameritech, Bell Atlantic, BellSouth, NYNEX, Pacific Telesis Group, Southwestern Bell Corp. and US West - BellSouth, NYNEX, Pacific Telesis Group, Southwestern Bell Corp. and US West - become the parents of 22 local Bell companies. Cincinnati Bell and SNET, which become the parents of 22 local Bell companies. Cincinnati Bell and SNET, which were not wholly-owned subsidiaries of AT&T, carry on as distinct firms. were not wholly-owned subsidiaries of AT&T, carry on as distinct firms.

Page 7: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Putting It Together – Why We Are Here Today

Q: Who in here is focused on (yes I am talking Q: Who in here is focused on (yes I am talking compensation) the communications industry?compensation) the communications industry?

Q: Anybody work with/for one of the seven RBOCs - Q: Anybody work with/for one of the seven RBOCs - Ameritech, Bell Atlantic, BellSouth, NYNEX, Pacific Ameritech, Bell Atlantic, BellSouth, NYNEX, Pacific Telesis Group, Southwestern Bell Corp. or US West ?Telesis Group, Southwestern Bell Corp. or US West ?

Page 8: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Oracle Internal8

1-YEAR REVENUE GROWTH

Percent

REVENUE / EMPLOYEE

($)

Source: OneSource Data as of 04/20/2009

Quick look at Transformation Drivers1-Year Revenue Growth & Revenue / Employee

Page 9: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Oracle Internal9

Quick look at Transformation Drivers Net Profit Margin & Operating Profit Margin

NET PROFIT MARGIN

Percent

OPERATING PROFIT MARGIN

Percent

Source: OneSource Data as of 04/20/2009

Page 10: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Oracle Internal10

Regardless of their physical location, consumers' access to content and applications will affect all service sectors.

Image source: Flickr

Connect to Everything from Anywhere

Page 11: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

11

Word of the Day : Transformation

Main entry : trans·for·ma·tion

Pronunciation: – \ˌtran(t)s-fər-ˈmā-shən, -for-\

1: an act, process, or instance of transforming or being transformed

2: false hair worn, especially by a woman, to replace or supplement natural hair

3: the operation of changing one configuration or expression into another in accordance with a mathematical rule ; especially : a change of variables or coordinates in which a function of new variables or coordinates is substituted for each original variable or coordinate

Q: Who in here has discussed “transformation” Q: Who in here has discussed “transformation” with a carrier in the past year?with a carrier in the past year?

*As defined by Merriam-Webster

Page 12: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

12

Transformation FocusBy Operator Type

Fixed network operators - next-generation network transformation and organizational restructuring

Alternative fixed network operators - actively seek new customers and quickly launch new services via next gen OSS / BSS and channel focus

Mobile operators - need to transform to quickly launch new services, to deliver feature-rich content messaging services and provide advanced, real-time customer intelligence

Cable operators – Leverage applications and services offered over a converged network, esp in commercials space

Page 13: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Customer Strategy…Oracle Vision (example)

Vision Tactics

Consolidated Supply Chain

Wireless Self-Service

Demand Planning

Unified Customer Data

Consolidated SFA

Intelligence Everywhere

Provisioning POC

Transportation Mgmt

• Real-time Provisioning

• Integrated Service Delivery

• Optimized B2B Sales

• Customer Foundation

• Enhanced Fleet Operations

• SOA Transformation

• Enhanced retail channel

• Optimize network operations Retail inventory Mgmt

Network Capacity Planning

Order & Svc Mgmt

Retail & Network Evolution

Service DeliveryTransformation

Improve Customer Experience

OperationalEfficiency Business Process Mgmt

Page 14: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Customer Strategy…Oracle Vision (example)

Loyalty program

Demand Planning

Procurement Automation

Service Delivery Platform

Grid infrastructure

• Retail Transformation

• Demand Driven Supply Chain

• Total Customer Management

• Talent Management

• Enterprise performance management

• Content Value Chain

Improving The Customer Experience

Strengthening Our Brand

Enhancing Profitability

Retail Site Mgmt

Campaign Management

Next Best Treatment

Transportation Mgmt

Risk and Compliance

Atlas Replacement

Profitability analytics

Product Life Cycle Mgmt

PSFT HR upgrade

Customer modeling

TacticsVision

Page 15: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Enabling the Shift to Platforms and Software

Services

Transport, Switching & Access Networks

Services

Legacy ApproachVertical Networks (single service)

Platform ApproachHorizontal Network (multi-services)

Page 16: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Oracle Communications Footprint (2004)

ISV PartnersISV PartnersOracleOracleOracleOracle

Supply ChainSupply Chain ProcurementProcurement

Page 17: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Investing In Market Leaders

Page 18: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Oracle Communications Footprint (2008)

ISV PartnersISV PartnersOracleOracleOracleOracle

Supply ChainSupply Chain ProcurementProcurement LogisticsLogisticsDemand PlanningDemand Planning

Page 19: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Channel Channel & & macro macro level level processprocess

enablementenablement

Multi-Channel Strategy Consistent AND Unique Customer Experience for all Interactions

IntelligenceIntelligenceEverywhereEverywhere

Billing Supply Chain

Order Management Financials

Customer

Business Intelligence

Real-time decisions

Performance Management

Contact Center Retail Field Web PartnersMobile

Customer Foundation

Enterprise-wide customer platform as foundationEnterprise-wide customer platform as foundation

Integration

Technical AND data integration into back-officeTechnical AND data integration into back-office

SFAStorefront MobileService Self Care

PRMSalesSocial Custom

Custom

CustomSupply

ChainCustom

Page 20: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

• SFA & PRM On Demand• Superior analytics w/ trend reporting• Implementation to focus on

seamless transition

432% ROI & payback in 2.4 months Improved access to customer data,

replacing SFDC in just 6 weeksFully integrated front-to-back office in 10

months

Next Best Offer

• Real-time, contextual,targeting of offers to maximize service uptake

• Market flexible bundles to existing customers for increased cross-sell

• Provide Real-time Churn Reduction

10% Uplift in Offer Take Rates40% Reduction in Churn Increased cross-selling revs by 15% Increased avg # prods sold by 24%

Increase revenue per sale by 25%

Marketing

• Single Offer Management system• Extend Siebel Marketing to 100% of

B2B Campaigns• Extend Siebel Marketing, to use more

functionality, align Sales & Marketing

Proven Impact

Example - CRM Initiatives / TacticsExtend Oracle to Improve Customer Experience and Manage Churn

SolutionTactic

815 Campaigns Executed – 894% Increase YOY

405,669,109 Leads Generated – 1,013% Increase YOY

B2B SFA Replacement

Page 21: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

BPM

Integrated Service Delivery StrategyCustomer facing + Network Facing + Supply Chain Facing

Order Management

Asset

Product

Customer

Workforce Mgmt

Business Process Mgmt Integration - Ordering Infrastructure - Business Intelligence Data Management

Service Delivery Platform

Multi-Channel Customer Interaction & Order Capture

Contact Center Retail Field Web PartnersMobile

OSS(Availability, Design, Activation, Inventory) Billing Rating & Charging

RetailSupply Chain

Retail Inventory

NetworkSupply Chain

Procurement

Planning

Fin

an

cia

ls

Bus

ines

s In

telli

genc

e

Ensure successful order Ensure successful order capture across all channelscapture across all channels

Impact margins by tying into Impact margins by tying into network and retail supply network and retail supply

chain and inventorychain and inventory

Ensure successful orders with Ensure successful orders with process integration to Order process integration to Order Management, OSS and billingManagement, OSS and billing

Integration and business Integration and business process with proven process with proven

infrastructure foundationinfrastructure foundation

Page 22: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Supply Chain…Value Chain?????

Supply toSupply toDemandDemand

Product to Product to DemandDemand

Product to Product to SupplySupply

A L I G NA L I G NOperations to Operations to

Corporate Corporate ObjectivesObjectives

PREDICTPREDICTMarket DemandMarket Demand

ADAPT ADAPT Sourcing, Inventory, Sourcing, Inventory,

Production, FulfillmentProduction, Fulfillment

INNOVATEINNOVATENew Product DevelopmentNew Product Development

DemandDemand SupplySupply

ProductProduct

• Modular Modular functionsfunctions

• Integrated Integrated ProcessesProcesses

• Business Business needs drivenneeds driven

Page 23: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

A L I G NA L I G N

PREDICTPREDICT ADAPT ADAPT

INNOVATEINNOVATE

DemandDemand SupplySupply

ProductProduct

NumetrixNumetrix??????????

ERP

• Primavera

Supply Chain…Value ChainEnabled By Oracle Strategy

• Modular Modular functionsfunctions

• Integrated Integrated ProcessesProcesses

• Business Business needs drivenneeds driven

Page 24: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

24

Travel& TransTravel

& TransAutoAuto Comms& MediaComms& Media

ComplexMfg

ComplexMfg

ConsumerSector

ConsumerSector EnergyEnergy

FinancialServicesFinancialServices

HighTechHighTech

Insurance& Health

Insurance& Health

LifeSciences

LifeSciences

Public SectorPublic Sector

and Other Operational & Analytic SourcesSource adapters:

Sales MarketingProcurement

& Spend

Supply Chain & Order

ManagementFinancials

HumanResources

PipelineAnalysis

ForecastAccuracy

Sales Team Effectiveness

Up-sell/ Cross-sell

Cycle Times

Lead Conversion

Employee Productivity

Compensation

Compliance Reporting

WorkforceProfile

RetentionAnalysis

Return on Human Capital

General Ledger

AccountsReceivable

AccountsPayable

Cash Flow

Profitability

ExpenseManagement

Revenue andBacklog

Inventory

FulfillmentStatus

CustomerStatus

Order Cycle Time

BOM Analysis

Direct / Indirect Spend

Buyer Productivity

Off Contract Purchases

Supplier Performance

Purchase Cycle Time

Employee Expenses

Campaign Effectiveness

CustomerInsight

Product Propensity

Loyalty &Attrition

Market Basket Analysis

Campaign ROI

Service &Contact Center

ServiceEffectiveness

Customer Satisfaction

ResolutionRates

Service RepEfficiency

Service Cost

Churn & Service Trends

Oracle BI Suite Enterprise Edition Plus

Oracle BI ApplicationsComplete, Pre-built, Best Practice Analytics

Page 25: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Application Integration Architecture (AIA)Oracle Communications Focus

BSS & OSS Applications

Billing and Revenue

Management

Front Office Applications

Enterprise Business Services

Financials &Supply Chain

ServiceFulfillment

SiebelCRM

SiebeleBilling

3rd Party

Application Business Connectors

Enterprise Business Objects

• Seamlessly unites best-in-class applications for Communications

• Integrated industry best-practices built on open standards

• Delivered as extensible, productized components; adaptable by partners and Customers

Page 26: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

Processes Applications Capabilities1. Order to Activation

& Billing• Sales & Order Capture• Billing• Order Management• Activation & Inventory

• Multi-channel order capture• Complex order fulfillment• Change & error management

2. Self Care and Agent Assisted Billing Care

• Call Center Service• On-Line Self Service• Billing

• Multi-channel bill presentment• Usage & charge inquiry• Payment & Dispute

3. Integrated Revenue Accounting

• Billing• ERP Financials

• Month-end accounting for currency and non-currency resources

4. Comprehensive Master Data Management

• Centralized Product Catalog

• Customer Master

• Central product catalog• Synchronize common

definitions across platform

5. Network Build & Asset Management

• Network Inventory• Network Planning• Oracle Asset Tracking

• Network build planning• Procurement to build

AIA for Communications Planned & Delivered Integrations

Page 27: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

27Oracle Internal

Enable Next Generation Services

• Deploy the Network for Next Generation Services

• Automate Order to Fulfillment

• Deliver Any Service or Content to Any Device

• Monetize Next Generation Services and Content

• Improve Customer Satisfaction

• Gain Customer Insight

• Maximize revenue through efficient service delivery

Drive Customer- Centric Business

• Leverage Common Data Across All Systems

• Increase the Agility of Your Business Processes

• Reduce the Costs of Network Infrastructure

Transform Information Architecture

• Accelerate Financial and Regulatory Reporting

• Manage Network Assets Efficiently

• Reduce Back Office Administration Costs

• Monitor & Improve Business Performance In Real Time

Improve Cost Control and Compliance

Oracle Communications Enabling Transformation

Page 28: Communications Transformation & The Oracle Communications Opportunity Matt McFerrin, Senior Industry Director Oracle Communications

28Oracle Internal

AQ&