VanillaPlus Magazine August-September 2013 Edition

August / September 2013 Volume 15 Issue 4

Are CSPs at the heart of the digital economy?

How CSPs can make money from BSS – not just collect it

REVENUE & FRAUD New models raise the stakes for CSPs VanillaPlus Insight out October 2013

CEM CUSTOMER CARE Differentiate for competitive advantage VanillaPlus Insight out December 2013

4G How to spread the investment burden VanillaPlus Insight out February 2014

BIG DATA ANALYTICS Does big data mean big money? Read our VanillaPlus Insight at www.vanillaplus.com

POLICY How to safeguard profits. Read our VanillaPlus Insight at www.vanillaplus.com

PLUS: Sigma Systems buys Tribold for enterprise product management • Ericsson acquires Telcocell • KPN Googles Syniverse for Android payments • AsiaInfo-Linkage launches Veris C3 Big Data Engine • Amdocs scores Vodafone Group five-year managed services deal • Comverse hires Alcatel-Lucent's managed services chief • Tecnotree survey scopes customer loyalty opportunities • Read the latest news online at www.vanillaplus.com

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C O N T E N T S

IN THIS ISSUE TALKING HEADS Are CSPs at the heart of the digital economy?

Andreas Opelt and Andreas Gabriel of Infonova talk multi-tenant BSS with Helene Graham, the CTO of eircom

18 34

4

EDITOR’S COMMENT

The CSP market shake-out continues but will it kill the dream of consolidated OSS/BSS, asks George Malim

5

INDUSTRY NEWS

Sigma Systems acquires Tribold to enhance catalogue-driven capability, Ericsson bulks up on integration skills with Telcocell purchase

BILLING FOR PROFIT

6

MARKET NEWS

Tecnotree scopes customer loyalty potential, Infonova and Tech Mahindra form CSP transformation partnership

8

42 BILLING FOR BYOD

PRODUCT NEWS

AsiaInfo-Linkage launches Veris C3 big data appliance to enhance context awareness

10

THE CONTRACT HOT LIST

The latest vendor deals listed

11

CONTRACT NEWS

Syniverse implements direct operator billing at KPN, Amdocs scores five-year Vodafone Group managed services deal

12

PEOPLE NEWS

Who’s on the move

47

13

EXPERT OPINION

Johan Görsjö says operational transparency is a must for multi-screen success

CASE STUDY

15

VANILLAPLUS BILL & CHARGE INSIGHT

The third of our VanillaPlus insights starts here with 40 pages examining how CSPs’ ability to bill and charge is enabling them to take up positions at the heart of the digital economy and make money from their BSS capabilities rather than just collecting it.

57 CLOCKING OFF

The Insight contains a VanillaPlus-commissioned analyst report from analyst firm Current Analysis and includes features, interviews and case studies to help you gain a wider understanding of the potential CSPs have within their bill and charge capabilities.

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DIARY

Where to go and what to see

57

CLOCKING OFF!

Nick Booth’s struggles with cloud telephony give him a new appreciation of landline quality 3

C O M M E N T

EDITORIAL ADVISORS

CULTURE CLASHES, STRANGE BEDFELLOWS AND THE RICHEST MAN IN THE WORLD As we go to press, the long running issue of who is going to wrest full control of Verizon Wireless, the US mobile operator, owned by Verizon Communications and Vodafone, looks to have reached an end. Since the CSP’s inception it has been 45% owned by Vodafone and the UK company has been frustrated that it has had no control over such a prime telecoms asset.

Verizon has felt the same even though it controls the company with 55% ownership.

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either side has been willing to do a deal so – until now – the stalemate has dragged on. Verizon has offered approximately US$130bn for Vodafone’s 45%. Vodafone appears to have wrangled a means by which to handle the potential capital gains taxation burden associated with a sale through one of its many tax structures and now looks likely to return around US$70bn to investors. With some tax inevitably to be paid, it will still walk away with what, by any measure, is a substantial acquisitions war chest.

George Malim, editor, VanillaPlus

A break up of the business may follow, with still more cash returned to shareholders or the mobile group might continue with its acquisitions of cable providers. It has bought Cable & Wireless Communications in the last year and is poised to complete a deal to buy Kabel Deutschland. Deals like these, in the €37bn range will barely dent the cash Vodafone will have on hand but they do highlight that the industry’s current consolidation is seeing unlikely bedfellows join hands.

A mobile operator buying cable assets is one example but other cultural and technological examples are springing up.

In the US, Japanese mobile operator Softbank is buying Sprint and it is yet to be seen how the cultures of the mid-

EDITOR George Malim Tel: +44 (0) 0208 292 4036 george@vanillaplus.com DIGITAL EDITOR Nathalie Bisnar Tel: +44 (0) 1732 808690 nathalie@vanillaplus.com BUSINESS DEVELOPMENT DIRECTOR Cherisse Jameson Tel: +44 (0) 1732 807410 cherisse@vanillaplus.com

© Prestige Media Ltd 2013

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BUSINESS DEVELOPMENT MANAGER Mark Bridges Tel: +44 (0) 1732 807412 mark@vanillaplus.com OPERATIONS DIRECTOR Charlie Bisnar Tel: +44 (0) 1732 807411 charlie@vanillaplus.com PUBLISHER Jeremy Cowan Tel: +44 (0) 1420 588638 jc@vanillaplus.com

western upstart, led by a man who seldom wears a tie, will mesh with a Japanese corporate hierarchy.

In Europe, things are equally in flux.

América Móvil, owned by Carlos Slim Helu, the wealthiest man in the world, is making two moves. It holds just under 30% of Dutch former incumbent KPN and has assembled a significant, though minority, holding in Telekom Austria Group. Moves to gain to control of both are underway and it’s clear that Slim feels European telecoms assets are undervalued. In the case of KPN, his motivation may be partly focused on forcing Telefónica – his main Latin American rival – to pay more for German mobile operator E-Plus, which it is acquiring from KPN. So, we have cable blending with mobile, upstarts being bought by giants from other regions and Northern European former incumbents being acquired by a Latin market leader. Two things are certain as a consequence of these moves: The concept of a consolidated, standardised back office across the entire business is still further away from reality; and bankers will make a lot of money.

Enjoy the magazine George Malim

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John Aalbers, chief executive, Volubill

Dan Baker, Research Director, Technology Research Institute

Andreas Freund, VP Marketing, Orga Systems GmbH

Louis Hall, chief executive, Cerillion Technologies

David Heaps, senior vice president, strategy, CSG International

Gabriel Matsliach, general manager, BSS Product Line, Comverse

Pat McCarthy, VP of Global Marketing, Service Delivery Solutions, Ericsson

Simon Muderack, senior vice president for marketing and alliances, Sigma Systems

Mac Taylor, CEO, The Moriana Group

Chris Yeadon, director of Product Marketing, Ericsson

All rights reserved. No part of this publication may be copied, stored, published or in any way reproduced without the prior written consent of the Publisher

Dr Reinhard Zuba, CMO, Vipnet (Telekom Austria)

I N D U S T R Y

N E W S

Sigma Systems acquires Tribold for undisclosed sum the point of creating and deploying new products and services, to creating and configuring the customer's order, through to delivering the order with installation and activation.

By maintaining the modularity and open integration of the individual software products in the broader stack, Sigma continues to promote an agile approach to implementing the capabilities for customers.

Tim Spencer: Idea-to-install timelines must accelerate

Sigma Systems has completed the acquisition of UK-based Tribold, a provider of enterprise product management (EPM) software.

Sigma's acquisition of Tribold brings together two product lines to create a comprehensive, multi-channel solution stack that offers a true Idea-to-Install platform. Sigma's expanded solution set now offers catalogue driven capability for the complete Idea-to-Install process, from

"Service providers need to accelerate their idea-to-install timelines for new services, in an increasingly multi-channel environment.

To do this, they must break out of silo solutions and simplify the management of their products, services and service delivery resources. Sigma now has the complete solution they need to accomplish this," said Tim Spencer, president and COO of Sigma Systems.

Today, Tribold powers over US$150bn of products and services for its customers, accelerating speed to market for new offerings, improving conversion rates, and increasing efficiency in the fulfillment of orders. Tribold is headquartered in London with regional support offices in Australia, the United States and Europe to support its global customer base.

"Sigma and Tribold have worked together closely over the last several years to ensure interoperability between our solutions. We have also collaborated on several service provider cloud projects, including the recently announced deployment with Tiscali in Italy," said Simon Muderack, CEO and founder of Tribold. "Sigma's acquisition of Tribold enhances its overall portfolio and will allow for rapid integration of the EPM and CPQ products along with Sigma's SMP portfolio. In addition, Sigma's geographic diversity and depth of industry expertise offers immediate benefits to existing Tribold customers."

Under the acquisition agreement, Muderack will assume the role of senior vice president of market development and alliances for Sigma. Catherine Michel, Tribold's CTO and co-founder, will become the chief strategy officer for Sigma.

Tribold's customer base spans Western Europe, the United States, Africa and Australia and includes BSkyB, TeliaSonera, Orange, Teracom, Unitel Angola, Com Hem, Level3, CenturyLink and Telecom New Zealand. Tribold also enjoys strong partner relationships with Microsoft, Alcatel-Lucent and Cap Gemini.

Terms of the transaction were not disclosed.

Ericsson acquires Telcocell to broaden BSS systems integration capability in North America Ericsson is to acquire the entire business of Telcocell, a Canada-based consulting and systems integration company specialising in Business Support Systems (BSS), as well as its subsidiaries. Approximately 200 services employees and consultants primarily based in Canada and the United States are expected to join Ericsson.

The acquisition is expected to close by the end of the third quarter of 2013, subject to customary closing conditions.

Ericsson will benefit from Telcocell's consulting and systems integration experience in converged charging, custom development, quality assurance and

production support for BSS. The acquisition complements Ericsson's existing comprehensive BSS product portfolio and expertise in these fields and will further strengthen the company's customer relations and BSS transformation capabilities, primarily in North America.

Paolo Colella, head of Consulting and Systems Integration at Ericsson, said: "Multi-vendor business support systems integration and consulting is of high strategic importance for Ericsson worldwide. Acquiring capabilities from Telcocell will further strengthen our ability to offer full ICT transformation capabilities to our customers, and Ericsson's

competitiveness at the intersection where IT meets telecom."

Mickey Weizmann, CEO, founder and managing partner at Telcocell, added: "To truly transform operators' businesses and improve consumer experience, a combination of strong services capabilities and a comprehensive software portfolio is needed. Telcocell's multi-vendor BSS consulting and systems integration expertise will broaden Ericsson's services capabilities. From Telcocell's side, the team will benefit from joining a company of approximately 64,000 services employees with global scale and presence."

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M A R K E T

N E W S

Tecnotree survey reveals customer loyalty opportunities for CSPs IT solutions provider Tecnotree has revealed its latest research on how communications service providers (CSPs) can increase revenues by creating compelling customer bundles that will encourage increased loyalty and spend. The whitepaper, called ‘Operator perspective on bundling, monetisation and loyalty’, is the third of a series of reports exploring the relationship between customer loyalty and CSP revenue generation.

The Tecnotree research highlights how CSPs are addressing this opportunity by moving to smaller and more frequent OSS/BSS investment projects, based on an overlay approach. Managed services are also being looked at to support these investments. The report also reveals the likelihood of pre-packaged offerings being

offered to drive revenue, by deploying traditional business models for digital content and services based on real-time and QoS-based billing.

Timo Ahomäki, chief technology officer at Tecnotree, said: "CSPs are demanding more versatility in the telco market to offer more compelling personalised packages.

In this economic environment, not to mention the challenge from OTT (Over-TheTop) players, when a CSP makes a decision, it needs an OSS/BSS provider that can deliver flexibility and versatility, and rapid deployment. That is why Tecnotree concentrates on creating a platform for all CSPs that guarantees a personalised service and drives customer loyalty."

The need for CSPs to provide this level of

granularity to its customer base has massively Timo Ahomäki: increased in the face of CSPs the ongoing challenge demanding posed by OTT service greater versatility providers, to maintain their billing relationship as a key differentiator from the OTT players.

LTE was also highlighted as an outstanding opportunity for CSPs to encourage their customers to spend more on data consuming richer content – which could potentially offset some of the lost communications revenue (voice and messaging) to OTT service providers.

Therefore, it is essential that CSPs maintain customer loyalty and encourage the migration of existing customers onto 4G/LTE when commercially available.

Infonova and Tech Mahindra enter global partnership for CSP transformation Infonova and Tech Mahindra have announced a partnership to jointly help CSPs accelerate their transformation based on Infonova‘s R6 Concept-to-Cash platform and Tech Mahindra’s industry expertise and system integration competence.

Infonova’s TMF compliant R6 Business Support System supports the end-to-end concept-to-cash process with product and order management, CRM, billing and finance. Infonova R6 can handle various traditional and new business models simultaneously on one platform. The endto-end process for concept-to-cash can be used by each tenant in their own way

giving them the capability to fully manage their own products, pricing and customer management.

Offered as a managed service or transformation project, Tech Mahindra can provide its current and future customers worldwide a strong business case by consolidation of various business segments – fixed line, mobile, broadband, cloud, IPTV and xVNO – on one platform. Tech Mahindra customers benefit from a significantly reduced opex and IT risk. Tech Mahindra and Infonova will jointly support its customers to improve their competitive positioning.

Pritam Parvatkar, head of global alliances

at Tech Mahindra, said: “We are delighted to partner with Infonova as this partnership creates mutual value for our customers.

Infonova’s multi-tenant concept-to-cash platform R6 enriches Tech Mahindra’s solutions portfolio and enables us to address our customer’s business innovation needs.”

Andreas Opelt, vice president of sales and product marketing at Infonova, added: “We are excited to partner with Tech Mahindra to deliver our R6 platform to customers worldwide. This partnership widens the scope of business opportunities and assures to deliver innovative solutions to service providers globally.”

NEWS IN BRIEF

Anite claims industry first with LTE-Advanced testing Anite has claimed it is first to release a flexible and comprehensive eICIC (enhanced Inter Cell Interference Coordination) enriched LTE-Advanced device testing solution.

Verified through close collaboration with a leading Asian device manufacturer, this capability also allows other users to confidently accelerate their LTE-A device testing programmes.

The data traffic growth witnessed by LTE mobile operators across the globe is leading to the roll out of heterogeneous networks where a combination of macro, pico and small cells are deployed to maximise coverage and capacity. Interference at cell edge boundaries is intensified when low power small cells are added to macro cells in 6

the same channel. As a key feature of LTE-A, eICIC enables mobile operators to control this interference, ensuring that devices work optimally on the cell edge boundaries.

“Working in close collaboration with leading chipset and device manufacturers has allowed us to achieve significant advances within LTE-Advanced and develop support for key features such as eICIC and Carrier Aggregation,” said Paul Beaver, products director at Anite. “The availability of eICIC underlines Anite’s continued leadership in cutting-edge technologies, enabling our customers to deliver an enhanced customer experience with the expected high data rates.”

Netsize direct billing connected to all UK operators Netsize’s direct billing platform is now

connected to all five of the UK’s mobile network operators allowing subscribers to use their existing phone bills or prepaid balances to purchase digital content, applications and services direct from their handsets. Facilitating secure and convenient payment via standard mobile phone bills, the Netsize system puts CSPs in direct contact with a potential market of over 50 million UK subscribers. Juniper Research expects revenues from this channel to rise from $2bn in 2012 to more than $13 billion by 2017.

Deployed by 160 CSPs worldwide, the Netsize direct billing platform overcomes the inflexibility and transaction limits typically associated with charging via premium SMS. Service providers can therefore tailor pricing and subscription strategies to customer requirements whilst maximising return on investment.

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N E W S

AsiaInfo-Linkage launches Veris C3 big data appliance AsiaInfo-Linkage has launched its Veris C3 Big Data appliance to international markets. Veris Justin van der C3 uses real-time Lande: contextual awareness to Relevant, ensure that offers are sent context-aware at the ideal moment for offers are required each individual customer thereby giving mobile operators the knowledge and the flexibility to ensure they are delivering only relevant ads and offers to their customers.

Existing deployments of Veris C3 in Asia have shown the approach is more than twice as effective as search-based advertising, claims the vendor.

Veris C3 processes data from operators’ mobile and Wi-Fi networks to produce sophisticated data behaviour insights.

Customers who opt in will receive relevant and personalised marketing campaigns and policy changes based on real-time knowledge of their mobile context. Veris C3 further benefits customers by making their data usage transparent, so it is clear which apps generated which data charges on their bills.

Yadong Jin, CTO of AsiaInfo said: “Information about customers’ behaviours is a hugely valuable resource for network operators, but they need to be careful how they monetise this resource. Veris C3 enables operators to be sure that their

customers will receive a good mobile marketing experience with highly relevant offers delivered at appropriate times, while respecting individual customers’ privacy.”

According to Justin van der Lande, senior analyst at Analysys Mason, “Mobile operators are seeking to unlock the value of their customer knowledge through mobile advertising and making customer insights available to third parties. However, they are aware of the risk of upsetting their customers by inappropriate use of their personal data. Providing highly relevant context aware offers with systems such as Veris C3 that are perceived as a good experience by customers overcomes this dilemma.”

Subex launches ROC Partner Settlement v9.9 for multi-party contracts Subex has announced the launch of its ROC Partner Settlement version 9.9. The product has been designed to address the growing concerns of carriers worldwide surrounding effectively managing and maintaining partner relationships and negotiating multi-party contracts.

According to the recent ‘Wholesale Systems for Advanced Services’ survey conducted by Technology Research Institute (TRI), Global Settlements Carrier Group (GSC) and Subex, the boundaries of wholesale have gone from rigid to permeable. It’s no longer just about buying and selling of traditional voice traffic. CSPs now have an entirely different set of challenges with respect to handling partner settlement business processes across

services and business units, paving a way for more innovative contract services.

The survey further emphasises that LTE mobile services, VAS, cloud services for small and medium businesses, mobile broadband services and consumer content delivery are some of the key wholesale services that will experience high revenue growth in the coming years. CSPs that use these services and re-work on their wholesale business strategies are bound to stay ahead of the herd.

Subex has launched version 9.9 of ROC Partner Settlement solution to manage next generation content and data services in addition to its voice services. With analytics and intelligence being the key piece of this

release, the system is capable of providing wholesalers with better decision support systems as opposed to the traditional operational support systems.

John Brooks, vice president of product management at Subex, said: “In a multicontent services market landscape, reduced time to market, increased efficiency and profitability has always been important, but heightened competition in the advanced IP services is increasing the time-to-market gap. Intelligence being the key focus globally, the latest version of ROC Partner Settlement will transform the way Carriers perceive business support systems through innovation for next generation content and data services.”

NEWS IN BRIEF CSG releases enhanced, integrated wholesale billing Solution

creative ways to share revenue between partners, increase automation, and streamline processes for increased transaction volumes.

CSG offers the accuracy, flexibility, and scale to handle myriad partner agreements to drive greater profitably for CSPs.”

CSG International has announced the release of its enhanced Wholesale Business Management Solution (WBMS). The enhanced WBMS offering enables CSPs to profit from the increasing number of diverse business partnerships that allow them to offer innovative voice, data, and digital content products and services.

Starhome launches system to address silent roamers

“Consumer demand for content and data services increases the need for complex, multilayered partnerships to deliver the best connectivity and content,” said Sean Brown, senior vice president of product management at CSG International. “As CSPs see their business partners grow and multiply, they require strategic solutions that provide

Starhome has launched its new Silent Roamers solution, which will enable operators to identify and approach silent and low usage roamers, tapping into this large, lucrative segment. While silent roamers tend to refrain from using both voice and data, the real challenge is to eliminate the fear of roaming charges caused by the perceived higher costs of data.

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It is estimated that revenue loss to mobile network operators reached $1.2 billion in 2012 due to silent roamers’ lack of phone usage. Starhome’s Silent Roamers solution, based on the Sparx platform, allows operators to identify this segment among their outbound roamers and then reduce their fear of roaming usage in real time by sending the right message, ultimately increasing both customer satisfaction and roaming revenues.

Many CSPs have experienced good results when promoting the right packages to their subscribers. One such example is the O2 UK Travel European roaming package. O2 reported a 200% increase in roaming data usage since its launch in July 2012, and the number of roamers using mobile data when abroad has doubled.

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H O T

L I S T

VanillaPlus Hot List: September/October 2013 The Hot List below shows the companies informing us of recent contract wins or product deployments.

If your contract is not listed here email the details to us now marked "Hot List" <editorial@vanillaplus.com>

Vendor(s)

Client Country

Product/Service

Amdocs

LinkNet, Indonesia

Indonesia’s largest cable operator upgrades to SmartPack 8.5 pre-integrated billing and customer care

Amdocs

SIM TV, Brazil

Amdocs CES Multi-Play Smart Pack deployed to shorten time to market and support SIM TV broadband and TV expansion 7.13

Amdocs

Vodafone, global

Five-year global managed services agreement for Vodafone’s customer care and billing domain based on Amdocs software 8.13

Aspect Software

Melita, Malta

Upgrade to Aspect Unified IP 7.1 contact centre and interaction management software at Maltese quad play provider

7.13

Astellia

Bouygues Telecom, France

Collaboration for LTE network trial using Astellia Nova monitoring system to monitor network performance

7.13

Axiros

Vodafone, Iceland

Axiros selected to manage and monitor customer premise equipment for Iceland’s largest wireline operator

7.13

Comarch

SimpliTV, Austria

Implementation of Smart BSS Suite in support of new digital terrestrial TV platform

7.13

Comarch

T-Mobile, Poland

Deployment of Comarch software package to empower introduction of cloud services

7.13

CSG International MTN, South Africa

CSG Route and CSG Assure deployed to complement CSG Wholesale Business Management Solution

7.13

Infonova

eircom, Ireland

Irish operator to deploy Infonova R6 multi-tenant end-to-end concept to cash BSS platform

7.13

NetCracker Technology

Consolidated Communications,USA

NetCracker OSS selected to support consolidation of existing operational environment

7.13

NetCracker Technology

Vimpelcom, groupwide deal

Migration of mobile resource inventory to NetCracker OSS system to provide single view of fixed and mobile networks

6.13

NetCracker Technology

Vivo, Brazil

Multi-year managed services contract to develop, implement and operate BSS solution for Vivo mobile service

7.13

Nokia Solutions and Networks

Beijing Mobile, China

Implementation of quality of experience system to link network performance with user satisfaction

8.13

Redknee

BH Telecom, Bosnia Herzegovina

Upgrade to Redknee converged billing, charging, policy and customer care

8.13

Subex

Ethio Telecom, Ethiopia

Subex ROC Revenue Assurance deployed with partner Softpro International

7.13

Syniverse

KPN, groupwide deal

Deployment of Syniverse direct operator billing to support Google Play for Android users

8.13

Volubill

Orange, Mali

Volubill Business System for policy and charging selected to support all services

7.13

WeDo Technologies’ RAID revenue assurance system selected to boost revenue assurance capabilities

7.13

WeDo Technologies Etisalat, Egypt

Awarded 8.13

Beijing Mobile improves customer experience with NSN Beijing Mobile, a branch of Chinese operator, China Mobile, has signed a contract with the newly re-named Nokia Solutions and Networks (NSN) to implement an extensive Quality of Experience (QoE) solution. The CSP will now be able to improve its focus on customer experience by linking network performance with subscriber satisfaction and application behaviour.

Under the contract, NSN will collect fault, performance and configuration data from the network, to which it will add insights from its Serve atOnce Traffica system. This will allow Beijing Mobile to enhance customer satisfaction with voice, text messaging, web browsing, instant messaging and local social media services, such as Weibo. NSN will then develop a new service platform for the CSP to 10

address subscriber needs directly for a superior customer experience.

Two years ago, NSN’s network optimisation team and Beijing Mobile started to build the groundwork for QoE with a smartphone optimisation service, which resulted in improved network performance. NSN extended the successful approach to Operations & Maintenance (O&M) and Customer Service, in alignment with Beijing Mobile’s strategy. The QoE solution provides the necessary link between the subscriber, application usage and network performance to improve visibility into endto-end performance.

Beijing Mobile can now easily spot service degradations and prioritise corrective actions in order to resolve issues affecting its customers. The solution enables a

transition from network-driven to experience-driven operations. Instead of reacting to alarms and network key performance indicators (KPIs), the operator can focus on what matters most: the perceived customer experience.

“Beijing Mobile is responding to the needs of the ever-growing number of mobile internet users with a strategy that focuses on subscriber experience and ongoing O&M transformation instead of traditional network KPIs,” said Xue Rui, head of Delivery in Greater China region at NSN. “NSN helps operators understand the behaviour of their subscribers better so that end user needs can be addressed quickly and directly with the new, sustainable customer service business model.”

C O N T R A C T

N E W S

Syniverse implements direct operator billing on Google Play for KPN Syniverse has launched Google Play billing for KPN Group.The Syniverse Direct Operator Billing solution has allowed KPN Group to roll out a simple and secure payment option to customers with Android phones while opening a new revenue stream from mobile content billing.

“KPN prides itself on delivering the best possible levels of service and convenience to customers, and the availability of Google Play direct billing, powered by Syniverse, is an important step in delivering on this,” said Björn Jeurissen, vice president of Wholesale Mobile at KPN Group. “Android has become immensely popular with

mobile users, and by providing a simplified and streamlined Google Play shopping experience for them, we offer a strong value proposition.”

End users are increasingly looking for a more secure, seamless and convenient way of paying for mobile content compared with credit and debit card purchases or premium SMS. Morten Brøgger, chief sales officer of Syniverse, said that’s precisely what this solution delivers.

“With Syniverse Direct Operator Billing, KPN customers with Android handsets will be able to purchase content on Google

Play, including apps and games, through a simple, seamless payment process that adds the charge to their mobile phone bills,” Brøgger said. Morten Brøgger: Seamless “Deploying this purchase payment process has the potential process to deliver greatly enhances completion rates enhanced transaction completion rates and gives mobile service providers like KPN stronger roles in the rapidly growing mobile content market, which is expected to grow to $65 billion by 2016, according to Juniper Research.”

Vodafone Group awards Amdocs global managed services contract

Rebecca Prudhomme: Vodafone relationship spans two decades

Amdocs and Vodafone Group have signed a fiveyear global managed services agreement for Vodafone’s customer care and billing domain based on Amdocs software applications.

For customer care and billing based on Amdocs software applications, Vodafone selected Amdocs to be the managed services provider to deliver application development, operations and

maintenance services.

As part of this strategic agreement, Amdocs will establish a dedicated Shared Service and Development Centre for Vodafone and this centre will start with servicing Vodafone’s local markets in Germany, the UK and the Netherlands.

Working with Amdocs in a managed services model that centralises support across markets will enable Vodafone to improve its business agility, simplify operations and reduce risk, says Amdocs.

It also enables Vodafone to predefine

desired performance levels, and improve on them for maximum control.

“This agreement is testament to the relationship between Amdocs and Vodafone that stretches over two decades,” said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. “Our managed services model helps Vodafone to provide a consistent customer experience across markets through standardised service-level agreements, as well as leverage Amdocs’ business knowledge and expertise to deliver service excellence and innovation.”

NEWS IN BRIEF Consolidated Communications selects NetCracker for business transformation Consolidated Communications has selected NetCracker’s OSS Solution to support the company’s goals of consolidating its current operational environment, streamlining its service fulfillment processes and continuing its transformation into a next-generation communications company that provides leading-edge solutions, as well as wholesale carrier services.

Founded more than a century ago, Consolidated Communications is a family of companies providing advanced communications services to both residential and business customers in the US states of California, Kansas, Missouri, Illinois, Texas and Pennsylvania. Consolidated Communications offers a wide range of services over its technologically advanced IP-based network, including local and long distance telephone, high-speed Internet access and Digital TV. Consolidated Communications selected

NetCracker to deliver its Resource Management and Service Fulfillment solution that will enable the company to retire and consolidate legacy systems, automate processes and improve the company’s ability to launch new services and products. This, in turn, will enable the company to keep a strong focus on its goals of providing exceptional customer experience, achieving growth through organic means and through acquisitions while delivering strong financial results.

Comarch implements cloud solutions at T-Mobile Poland Comarch has successfully implemented a software package to empower the introduction of cloud services for T-Mobile Poland.

The main elements of this solution include: Comarch Cloud Marketplace, a module that integrates the CSP’s own services with third party services and offers them online, a selfservice portal together with a mobile

application and a package of specialised modules of Comarch BSS, such as a central product catalogue and an authorisation system. Aside from the Cloud Service Management platform, Comarch also delivers business applications, which can be made available from the cloud, and includes an application for invoicing, warehousing and accounting.

“Companies already know that the cloud is not a technological revolution, but an evolution in using computer software. At the moment, over 28,000 of our clients are using cloud services. Cloud-based products have been a part of our offer for 12 years now, but in 2012 the sales of these solutions increased by over 30% in comparison with the previous year,” said Zbigniew Rymarczyk, vice president and director of the ERP Business Unit at Comarch. “Companies are more willing to buy cloud services because it means benefiting from the latest IT software without having to make large investments. The barriers to entry and to exit are low.”

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P E O P L E

N E W S

Andreas Herzog joins Comverse to head managed services Andreas Herzog has been appointed to lead the Comverse Managed Services organisation. Herzog brings to Comverse Managed Services deep knowledge and industry-recognised experience in managed and transformation services, from definition of the value proposition to proactive market creation and development, successful contract acquisition and implementation of a global managed services delivery strategy and structure.

"In today's competitive landscape, service providers turn to managed services to energize their business results, helping them to do more, faster and with less," said Gani Nayak, Comverse senior vice president for systems and solutions.

"Comverse Managed Services has garnered vast experience deploying and managing systems over the years, and the addition of Andreas Herzog, one of the most accomplished and respected individuals in the managed services field, positions us better than ever to serve our

customers and enable them to maximize their success."

"With an effective transformation and managed services solution, service providers can get more from existing assets – enabling innovation, improving the customer experience and streamlining operations to reduce costs," said Herzog. "I look forward to generating significant new growth and value for Comverse customers through business transformation and innovative managed services business models."

Herzog has more than 25 years of experience in the telecoms industry. He was most recently consulting for firms needing transformation and managed services, drawing from his experience and best practices to generate high value for his clients. Prior to this, he served for nearly two decades at Alcatel-Lucent, most recently as the president of the Managed Services Division. Prior to his work at Alcatel-Lucent, Andy served as the chief technical officer for United Telecom

Investment (UTI), implementing technical and commercial operations of state of the art fixed telecoms networks in Europe.

Andreas Herzog: Joins Comverse to lead managed services organisation

Comverse has also announced that Dwight Davis has joined the company to lead Comverse Business Support Systems (BSS), including related professional services functions worldwide.

Davis is a veteran technology executive with extensive experience implementing major transformational programmes and resolving complex business integration issues in the telecoms and IT industry, including the direction of a large scale infrastructure and services project as part of a global converged core of an IP network. He has held a range of key roles throughout his career in BSS, technology, operations and program management.

Acision appoints Adolfo Hernandez as new chief executive Acision has appointed Adolfo Hernandez as chief executive, succeeding Jorgen Adolfo Nilsson, who recently Hernandez: Looking to drive stepped down from the more value business. In his new role, the former AlcatelLucent executive will focus on the day-today leadership of the company to ensure Acision can capitalise on the growing opportunities in the mobile market.

Hernandez will report directly to Acision’s executive chairman, Didier Bench, who commented: “Transitioning our leadership came at a critical time for us, as we shift our business in line with the changing market requirements, enhanced mobile CRM models and the new world of overthe-top (OTT) applications.”

Commenting on his appointment, Hernandez said: “I am excited to be given the opportunity to drive leadership in a

company recognised for its heritage while also taking on the challenge to contribute my experience and expertise as Acision responds to new mobile market trends and demands. The people, products and technology that have established Acision as the driving force in mobile messaging will enable us to realise new opportunities, while driving more value in the fast-paced mobile ecosystem.”

Prior to Acision, Hernandez spent four years at Alcatel-Lucent, with his most recent position being executive vice president, Global Software Services and Solutions, where he was also an instrumental member of the Executive Committee, reporting to the group CEO. He has also held senior management roles at Sun Microsystems, where he was responsible for all aspects of its services business around the world. He spent eight years with IBM in London and Munich where he held a variety of sales leadership positions in the areas of

eBusiness and Open Systems.

Acision has made two further new appointments to its executive leadership team. Jim Saunders has joined Acision as its new executive vice president, engineering, while Matt Cockett has taken on the position of executive vice president, enterprise services.

Prior to Acision, Saunders held the role global head of capital market product development at Misys, responsible for more than 600 employees across the globe and leading the development of their four flagship products.

Before joining Acision, Cockett held the role of group commercial director at Mobile Interactive Group (MIG), where he led the rapid growth of the company. He also spearheaded MIG’s drive into mobile operators and brands including EE, Vodafone, Skype, EA Games, New Look and Barclaycard. He was instrumental in the sale of MIG to Velti at the end of 2011.

Alain Cockburn joins Neural Techologies Alain Cockburn has joined the commercial team of Neural Technologies as account and business development manager, with specific responsibility for the EMEA region.

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Cockburn has a wealth of experience in account management, consultative sales and international business development which he has gained during his career working at Cable Wireless, ntl (Virgin

Media), Deutsche Telekom and BT. Cockburn joins from American Express, where he was responsible for the growth of one of their fraud prevention products into their customer base.

Operational transparency – a must for OTT and multiscreen success With operational transparency, service providers can work proactively and solve problems instantly – before customers start losing faith in the service, says Johan Görsjö

O

ver the last five years, the way customers consume video has changed fundamentally, as has the technology used to deliver it. The transformation is far from complete and we see OTT and multiscreen services still maturing, both in regards to business models and technology.

In traditional, ‘main screen’ TV delivery, the customers’ high quality expectations ensure that the customer care centre is swamped with calls in a service outage.

In the OTT and multiscreen scenario the behaviour can be somewhat different: upset consumers in some cases may vent their frustration on social media, rather than contact customer services. The differences might be cultural or driven by service provider marketing or payment models, but either way it risks leaving providers unaware of the customers’ experience and their valuable feedback.

Regardless of how the customer acts on any service hiccup, it is vital, now more than ever, that service providers remedy it as fast as possible and work proactively. As a provider, you must respond before the customer loses faith in the service, shares negative experiences on social media or calls customer support. If you can understand the actual service quality in real-time, you can act to solve problems instantly.

OTT technologies are complex with several links in the chain from service provider to consumer. The first step is service creation in the head-end, where the different profiles are encoded and encrypted. Problems here affect all users. The next step is the origin server, where data gets pushed or pulled to the CDN. As CDNs are typically outsourced, it’s essential to check

that handover of responsibilities, not least from an SLA perspective.

By monitoring these functions continuously, behaviour patterns that are otherwise difficult to identify will become apparent. We refer to this as Operational Transparency – having tools and systems in place that can not only visualise the monitoring information, but also make it actionable. Customers of ours have, for example, been able to optimise their network storage setup and significantly shorten asset start-up time, after deploying Agama Analyzer OTT monitoring probes.

Also, by having quality assurance information from the end-device, the last step in the service delivery, you can understand each individual customer’s service experience. As today’s end-device environment is so fragmented, such a solution must support the different tablets, phones, PCs, game consoles, smart TVs and STBs that are out there.

The author, Johan Görsjö, is director of product management at Agama Technologies

With a solution that can aggregate quality and usage metrics from millions of devices in real-time and correlate it with monitoring in the head-end and network, it’s possible to quickly pinpoint any issues and, perhaps even more importantly, to understand the trends and customer behaviours that could have a profound impact long-term.

Agama has long been a champion and pioneer in endto-end quality assurance of video services. We’re convinced that end-to-end quality assurance, including the actual customer experience, is the only way to create the operational transparency and realtime insight needed for service providers to be able to offer great customer experiences and ultimately more profitable services.

Please don’t hesitate to contact us to discuss how our expertise and solutions can support quality assurance strategies and further empower TV businesses. www.agama.tv 13

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Cloud telephony – is it doomed to remain the technology of the future?

This cloud telephony is great isn’t it? I said cloud telephony… can you hear me? Oh never mind, I’ll call you on a landline. Nick Booth questions the need for alternative voice technologies

The author, Nick Booth, is a contributor to VanillaPlus and a technology journalist

“Cloud – it’s a phrase that is synonymous with nebulousness and vapour”

he other day I tried calling a contact from a CSP who, it turned out, was also working from home. We still don’t know whose equipment was playing up, but we abandoned our mobiles, swapped home numbers and were amazed at the step up in class you get from good old fashioned copper.

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guaranteed to send the board to sleep, it’s much easier to run an idea past them if it promises to knock 30 seconds off every call and save them around £250,000 a year. Service providers that promise to take care of the servers, networking, power and airconditioning and free their clients to concentrate on what they do best can easily win approval.

This is what phone calls must have been like before progress got in the way: clear, crisp voice, no background noise, perfect reception.

The only problem being that word: cloud. It’s a phrase that is synonymous with nebulousness and vapour. It could be difficult to convince companies to start having conversations in the cloud when they won’t even countenance talking about the cloud.

It’s odd that in an age when only the highest definition screens and the highest fidelity speakers will suffice, that our expectations for business quality conversations have been driven down.

Surely it’s as important to pick up all the nuances of communication on a business call, as it is to pixelate your goggle box or digitize the kitchen radio. Isn’t this a message that the telecoms industry’s marketing creatives should be putting across? Is there an argument to be made that the quality of a conversation is in direct proportion to the attention to detail being made by all parties? It’s hard to focus on the details when there are so many distractions.

Perhaps if mobiles and tablets had been invented first and landlines were the new inventions on the block, we’d all be raving about these magnificent systems that help concentrate our minds on the business at hand.

Instead, we are gradually drifting into a world in which companies adopt VoIP (voice over IP) systems in order to make economies. Not that there’s anything wrong with that, in itself, as you’re still sending voice waves over copper wires (albeit after being digitized). But as networks become increasingly congested, more and more compression is being used. That’s why, when you phone some big corporations, the music on hold sounds like it’s being played through a 1913 gramophone in a fish tank at the end of a tunnel.

Guaranteeing the integrity of voice over IP could end up being an infrastructure conversation and board members don’t want to have conversations about big capital expenditure. Investments can take seven years before you see any benefits. Coincidentally, that’s about the length of time ago that many CSPs and integrators started to investigate cloud telephony. While phrases like servers, networking, power and air-conditioning are

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All that is about to change, predict the market analysts. Cloud telephony is growing by 80% a year according to Frost & Sullivan. Cloud IT applications (of which voice is just one now) will create the integrated communications infrastructure that will make all conferencing instantly gratifying, they say. All the right presentations and documents will instantly pop up on screen in response to every one of your contacts unique call line identities. Business will be transacted in a fraction of the time it used to take to navigate all the complicated set up options for a web conference.

In turn, this will make it a lot easier for the IT or comms manager to handle the integration of all those tricky multiple sites. Remote and mobile workers, who’ve all been encouraged to bring their own gadgets to the network, will be a lot easier to manage, so the theory goes.

“Start with a proper network, add quality of service and SLAs and it’ll be as good or better than PSTN,” one contact told me recently, when I queried whether cloud telephony was worth the sacrifice of voice quality.

Then there’s all the pluses - location and number independence, scalability, flexibility, fast provisioning, low mean times to restore service (MTTR). Its time to say goodbye to conferencing pain, I was told. Cloud makes conferencing what it should have been all along – quick to set up, interactive and time saving – by sharing applications, documents and real time video as well as voice. You’ll never need to beg some uppity office manager to book conferences in advance – and the sky high charges will be over. But again, quality of the underlying network is paramount.

The cloud telephony message came over loud and clear. Mind you, that’s probably because we were speaking on a landline.

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