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TRANSCRIPT
OSS/BSS in future servicedelivery models
Rene SugoGroup CEO – Symbio Networks
1
Who we are?
Rene Sugo – Group CEO of Symbio NetworksPart of the MyNetFone Limited public company groupSymbio is Australia’s largest provider of VoIP wholesaleand managed servicesCarrying 2 billion minutes of billed voice per annumOperating an in-house developed OSS/BSS solution
Slide 2
OSS/BSS Evolution: Stage 1
Slide 3
Land
scap
e
Start of Deregulation- PSTN resale the only‘game in town’
Cust
omer
Exp
ecta
tions
• Low expectations
• Satisfaction based oncost saving
Dem
ands
on
OSS
/BSS
• Low, if any
• Manual forms-basedprovisioning
• Mark-up billing, dictatedby the incumbent
The OSS/BSS has previously been driven by the needs of the serviceprovider and technology...
OSS/BSS Evolution: Stage 2
Slide 4
Land
scap
e
Introduction of newservices:• PSTN Resale• Mobile• Internet (Dialup,
DSL)
Cust
omer
Exp
ecta
tions
• Still low expectations
• Access to moreservices
• Dealing with multipleproviders
• Multiple bills Dem
ands
on
OSS
/BSS
• Still low
• Mostly manualprovisioning
• Mark-up billing
• Limited bundling
... Still mostly driven by provider needs, but complexity starts to manifest.
OSS/BSS Evolution: Stage 3
Slide 5
Land
scap
e
Introduction of newaccess means forservice:• Voice – PSTN,
Mobile, VoIP• Data – DSL,
Mobile/3G, WIMAX
Cust
omer
Exp
ecta
tions
• Ability to choosetechnology based oncost/benefit
• Bundling to savecosts
• Rapid reduction incost (mobile caps,unlimited plans,cheaper access)
Dem
ands
on
OSS
/BSS
• Increasing provisioningcomplexity
• Billing now bundle-based, consolidatingmultiple providers
• Customer self-serviceemerging
• Start of OSS/BSSoutsourcing to specialiststhat can deal with thecomplexities
... the OSS/BSS starts to cater to the expectations of the customers.
OSS/BSS Drivers
Slide 6
The demands on the OSS/BSS are
increasingly driven by the customers’
expectations, which are in turn driven
by the content and application
choices available.
OSS/BSS Evolution: Stage 4
Slide 7
Land
scap
e
Separation of Accessand Service layers:• Voice independent
of accesstechnology
• Applications hostedin cloud
• Voice just anotherapplication
• Access is universal
Cust
omer
Exp
ecta
tions
• Access to everything,anywhere, anytime
• Simple portal-basedself-service
• Purchasing contentfrom Telco and OTTproviders
• Some contentcommoditised –music, news, blogs,video, streaming, freeto air TV globally
Dem
ands
on
OSS
/BSS
• Real-time provisioning
• Instant access to billinginfo
• Instant purchase of newservices, cancellation ofservices, change ofproviders
• Unlimited B2Bpossibilities
• Modular featurecharging, pay-per-use,on-demand, on-bill 3rd
party providers
• Complex channel modelfor billing andprovisioning
Current Environment
Slide 8
Service Provider
Users
Bundles integratedvia ‘white-labeling’
CloudStorage
MediaStreaming Virtual
PBX
Security VirtualFax
OtherApps
• Many value-addedservices included
• Highly integratedOSS/BSS
• Complex
• No integration• Stand-alone & independent• Customer willing to have
multiple accounts/portals forniche services
Emergingmarkets
OthersBusiness
Demographic-based niches
Apps
Nicheservices
OTT(Over the Top)
Value-addedService Providers
Technology Value Erosion
Slide 9
ValueAdded
Services
BasicExpectedServices
NBN3G/4GCopper/DSL
Voice- LNP & DIDs
Data- unlimited
VirtualPBX
MediaStreaming
Security OtherApplications
CloudStorage
VirtualFax
‘Vanilla’ Layers
Expectation:Easily movebetweenservices
Technology Value Integration
Slide 10
OSS/BSS and Customer Service
Portal or API
APIPortal
Example: Number Porting
Challenge• Australian LNP Code not uniform• Complex environment• Different types of porting, multiple system to integrate
Slide 11
Outcomes• New features can easily be added• New carriers integrated• Changes to the Australian TCP Code
Customer Expectations Symbio Solution
Real-time Real-time LNP Checker & progress updates
Portal-based Online Portal for self-service
Simple & straightforward Same look & process regardless of porting type
Flexible Out-of-zone porting
Voice is ‘vanilla’ – customers unforgiving Quick delivery
+ Multi-level account structure enabling reseller markets
Example: Virtual PBX
Challenge• Enter Business phone market – PBX features in the cloud• Installation – non-techy users, need easy setup• Access – need reliable, fast internet for quality voice
Slide 12
Outcomes• Fast growth & positive feedback• Integrated voice and data on one bill• ‘Future-proof’ communications
Customer Expectations Symbio Solution
Real-time Make adds, moves and changes in real-time
Portal-based Self-service via Online Portal, don’t need techs
Simple & straightforward Pre-provisioned equipment for ‘plug & play’
Flexible Change number of lines by up-/downgrading plan
+ Feature-rich service with more features continuallydeveloped
Base Network ServiceProviders
Content & ApplicationProviders Service Bundler
Do the ‘vanilla’ things likeNBN, DSL, Mobile withbasic voice and data on
top
Sit in the cloud andservice specific ‘value
added’ customer needs,such music, movies,
business apps etc
Have one or more ofaccess or content
natively, and aggregateother content/services
Future Service Provider Models
3 types of service providers will prevail:
Slide 13
Base Network ServiceProviders
Content & ApplicationProviders Service Bundler
Examples
Slide 14
Base Network ServiceProviders
Content & ApplicationProviders Service Bundler
• Robust, full-featured
• Highly skilled team
• Powerful system
• API – customer canintegrate
• Look & feel of interfaceimportant
• High brand appeal
• ‘Northbound’ API
• Easy white-labelling
• Flexibility to integratelots of sources
• Powerful GUI for userinteraction
• ‘Southbound’ APIcapability to plug inVAS (value-addedservices)
OSS/BSS Challenges
Slide 15
Where do you fit in?
Service providers need to decide which provider modelthey play in, and architect their OSS/BSS to provide acustomer centric service delivery platform.
Slide 16
Thank-you & Questions...