VanillaPlus Magazine Dec-Jan 2011 Edition by Prestige Media

D VA IN IR N S EC IL ID TO LA E: R PL Y U 20 S 12

DECEMBER/JANUARY 2012

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ISSN 1745-1736 D R I V I N G

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LOCATION-BASED SERVICES Are you ready to monetise location-based data?

Better customer experience and leaner operations are goals for Ericsson, Microsoft partnership

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PLUS!

REAL-TIME CHARGING What’s the opposite of Bill Shock?

MERGERS & ACQUISITIONS CSPs must deliver the right Data Experience, says Amdocs’ new unit MANAGEMENT WORLD AMERICAS 2011 Message from Orlando: Speed Up & Simplify VANILLAPLUS DIRECTORY 2012 – INSIDE! 500+ companies, 11 pages of BSS/OSS Vendors -- It must be the 2012 VanillaPlus Directory

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TALKING HEADS

Contracts, Products, People & Market News • Transformation Time Is Ticking Away! • Webinar Review: It’s not too late to view • Munich to Miami: What’s On in BSS/OSS? • Time to Lift the Curtain on Barcelona • Latest BSS & OSS News: www.vanillaplus.com

IN THIS ISSUE

TALKING HEADS

Ericsson and Microsoft partner for a better customer experience and leaner operations.

MW AMERICAS 2011 REVIEW

31 11-PAGE VANILLAPLUS DIRECTORY 2012

Ericsson is one of the world's leading providers of technology and services to telecom operators. Ericsson is a leader in 2G, 3G and 4G mobile technologies, and provides support for networks with over 2 billion subscribers and has the leading position in managed services. The company's portfolio comprises mobile and fixed network infrastructure, telecom services, OSS / BSS software, broadband and multimedia solutions for operators, enterprises and the media industry. Ericsson is advancing its vision of being the "prime driver in an allcommunicating world" through innovation, technology, and sustainable business solutions.

EDITOR’S COMMENT Time ticking away for transformation, by George Malim.

COMPANY NEWS Alcatel-Lucent accepts US$1.5bn for Genesys; Huawei chooses Mobilethink.

PRODUCT NEWS SaaS business reporting; HP helps telcos personalise; Adax and Qosmos.

PRODUCT NEWS Subscribers to personalise data use; Operators to simplify videocalling.

CONTRACT NEWS KT gets roaming help; Vox boosts usage management; Netia starts IPTV.

THE CONTRACT HOT LIST VanillaPlus’s round-up of the major B/OSS contracts recently announced worldwide.

PEOPLE NEWS Integralis expands in Asia; Plus Jason Bandy learns from re-branding.

TALKING HEADS Ericsson and Microsoft partner for a better customer experience and leaner operations.

EXPERT OPINION: BILL SHOCK Jennifer Kyriakakis describes the opposite of Bill Shock.

BILL SHOCK CSPs look to real-time analysis to eliminate “roaming paranoia”.

EXPERT OPINION: LOCATION Are you ready to monetise location-based data?

EVENT DIARY & VIDEO REVIEW Upcoming Events worldwide: Plus, So you think billing is boring? Think again!

SPOTLIGHT What’s Amdocs doing in Data Experience with newly-acquired Bridgewater Systems?

WEBINAR REVIEW Service monitoring and customer experience evidence at your fingertips.

NEXT GEN ACCESS NETWORKS Carina Wadman is challenging old principles to bring users new services.

MW AMERICAS 2011 REVIEW Message from Orlando: Speed up and simplify

MOBILE WORLD CONGRESS 2012 PREVIEW Where next with mobiles? asks the GSMA

VANILLAPLUS Magazine Subscriptions 28 Join the 28,000 worldwide who get their BSS/OSS info from VanillaPlus services! 11-PAGE VANILLAPLUS DIRECTORY 2012 VanillaPlus brings you the leading Directory of Communications BSS & OSS

CLOCKING OFF! New Year, same old CSP Resolutions. Mark Dye’s holding out for better in 2012.

Cover Photo: Ericsson’s Dr Ralf Guckert (pictured left) & Microsoft’s Mike Ehrenberg VANILLAPLUS DECEMBER/JANUARY 2012

Time is ticking away for CSPs to transform

EDITORIAL ADVISORS

Having released research earlier this year predicting that CSPs could reach the end of profitability within three years, network equipment vendor Tellabs has published a further study describing how communication service providers (CSPs) can avoid the crisis by adopting smart network strategies. The earlier research said that, without rethinking the design and capabilities of their networks, costs will surpass revenue for many CSPs in North America by the fourth quarter (Q4) of 2013, Western George Malim, Europe by Q1, 2015 and developed Asia-Pacific by Q3, Editor: VanillaPlus 2014. Even more worryingly, those figures aren’t worst case scenarios and all of those markets could reach the end of profit up to 12 months earlier. Most of us in the industry and particularly in the OSS/BSS sector have seen this coming for a long time. It is clearly unsustainable for CSPs to continue to heavily subsidise devices, invest in new network technologies and provide customers with greater bandwidth for no increased revenue. All paths lead to zero if the status quo remains unchallenged. Telecoms as a utility? A lot of the concern has been about telecoms becoming a utility business with cash returns on invested capital at mobile CSPs today typically at around 5.8%. That’s similar to a traditional utility, but worse in the sense that a traditional utility generates more revenue from its infrastructure investments the more its customers consume. CSPs don’t have that luxury, they just have to keep providing more and more for no increased return. “Operators are, in effect, operating as utilities,” Pankaj Shroff, director of strategy at Tellabs, told VanillaPlus in a recent interview. “And they’re not reflecting the cost of data carriage in average revenue per user.” So should we all give up on this sector if the pickings are so lean? Certainly not, says Tellabs, because the industry can avert the end of profitability by adopting a development path that runs through the concept of smart networks to the delivery of smart services. Shroff has a six-step plan that operators can follow to more than double cash returns on invested capital to 13.3% by delivering smart services. As a first step, to achieve a 1.6% increase in cash returns, Tellabs has identified efficient network configuration, network security, device management, network sharing, Wi-Fi offload, traffic shaping and content delivery networks as essential. Once those are in place the move to smart services becomes practical, and that means delivering personalised and differentiated services that make use of the customer data that CSPs already hold. Tapping into presence, payments, identity and authentication will also be essential as will providing differentiated pricing and charging for users and upstream service providers. If that is done successfully cash returns will increase by 5.9%, according to the research. So, after years of talking about the situation, there’s now a deadline. Time is running out for CSPs to transform their networks and service offerings. Happily, the telecoms software market will be instrumental in taking telecoms back to being an industry that can generate double-digit returns on capital investments.

John Aalbers, chief executive, Volubill

Dan Baker, Research Director, Technology Research Institute

Martin Creaner, president, TM Forum

Andreas Freund, VP Marketing, Orga Systems GmbH

Louis Hall, chief executive, Cerillion Technologies

Gaby Matsliach, general manager, BSS Product Line, Comverse

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

Simon Muderack, COO, Tribold

John Rainger, vice president, EMEA, CSG International

Olivier Suard, Marketing Director, Comptel

Mac Taylor, CEO, The Moriana Group

Chris Yeadon, director of Product Marketing, Ericsson

Doug Zone, chief technology officer, MetraTech

Dr Reinhard Zuba, CMO, Vipnet (Telekom Austria)

VanillaPlus is distributed free to selected named individuals worldwide who meet the Publisher's terms of Circulation Control. If you would like to apply for a regular free copy supplied at the Publisher's discretion visit www.vanillaplus.com If you do not qualify for a free subscription, paid subscriptions can be obtained. Subscriptions for 6 issues cost £99.00 worldwide (or US$150 / EUR125) including post and packing. VanillaPlus magazine is published 6 times per year.

Enjoy the magazine. © Prestige Media Ltd 2012

EDITOR George Malim Tel: +44 (0) 0208 292 4036 george@vanillaplus.com ASSOCIATE EDITOR Mark Dye Tel: +44 (0) 0208 251 8908 md@vanillaplus.com DIGITAL EDITOR Nathalie Bisnar Tel: +44 (0) 1732 808690 nathalie@vanillaplus.com

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OPERATIONS DIRECTOR Charlie Bisnar Tel: +44 (0) 1732 844017 charlie@vanillaplus.com PUBLISHER Jeremy Cowan Tel: +44 (0) 1420 588638 jc@vanillaplus.com DISTRIBUTION UK Postings Ltd Tel: +44 (0) 8456 444137

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DESIGN Jason Appleby Ark Design Consultancy Ltd Tel: +44 (0) 1787 881623

N E W S U P D AT E Mendix closes US$13m Series A funding round

Alcatel-Lucent accepts US$1.5bn offer for Genesys Alcatel-Lucent has received a binding offer of US$1.5 billion for the acquisition of its Genesys business from Permira, a European private equity firm. The Ben deal which is expected Verwaayen, to close by early 2012, CEO, AlcatelLucent, is subject to review, regulatory approvals and consultations in various countries. The $1.5 billion would be paid in cash on a debt or cash-free basis. Genesys reported 2010 sales of roughly US$500 million and is a wellknown provider of customer service software and contact centre systems for enterprises. The proposed deal would include the transfer of all 1,800 employees worldwide. Ben Verwaayen, CEO of AlcatelLucent, said: “Our chosen direction is to leverage the natural connections that exist between enterprise and carrier customers, and proactively apply Enterprise’s strengths and

momentum in unified communications and data networking with them.” Sheryl Kingstone, research director at Yankee Group, remained cautious, however. “I had high hopes for (Alcatel-Lucent) to keep Genesys in order to execute on its vision of Customer Experience Transformation,” she said. “Genesys is a small but strong player in customer service operations, such as computer telephony integration, business process routing, IVR and mobile applications. ALU acquired Genesys in 2000, and the division continued to provide profitable growth to company.” “The deal gives ALU much-needed cash to focus on its core businesses of selling equipment to major global telecom operators,” Kingstone continued. “However, the question remains: Is there enough growth in hardware without a strategic play in applications and software?”

Mobilethink made Huawei’s MDM provider-of-choice Denmark-based Mobilethink A/S has extended its partnership with global telecoms giant Huawei in the Middle East and Africa. As a provider-ofchoice, Mobilethink is now delivering mobile device management (MDM) systems as part of the Huawei turnkey network solutions to over 70 million subscribers in Africa, including a large operation in the MTN group. Mobilethink’s device management solution (DMS) aims to address the fundamental needs of a network’s mobile users. They provide end users with mobile connectivity to access the

internet and MMS services. The DMS is integrated into the back end of an operator’s network, to auto-detect the device requirements of any subscriber when she or he switches on their mobile. The device is then configured automatically within seconds. One example of its scalability is a system delivered to Nigeria’s Globacom, which includes advanced device management through a highly advanced customer care interface, and features such as device lock / wipe and application management for pushing applications to end user devices.

Mendix, a PaaS (Platformas-a-Service) provider, has closed a US$12.8 million Series A round of financing, led by Prime Ventures, with HENQ Invest. The investment will support the Derek Roos, company’s global sales Mendix: Solving painefforts. Since its product points for our launch in 2007 Mendix clients has remained profitable, experiencing triple digit revenue growth year-on-year, and acquiring customers such as GE, Genzyme and TNT. The Mendix Agile Business Platform reportedly helps companies develop, deploy and integrate applications in a fraction of the time of existing tools and platforms. Mendix applications can then be deployed in the cloud, on mobile devices or locally at the customer’s site. “To date we have always organically achieved triple-digit growth on the results of delivering business value and solving real pain-points for our clients,” said Derek Roos, CEO of Mendix. “Our customers are looking to increase their business agility and turn to Mendix to jump start their productivity and app deployment.” NetCracker earns twin acknowledgements NetCracker Technology has received top ratings from two leading industry standards bodies: CMMI Level 5 appraisal of NetCracker’s Solution Delivery Division from Carnegie Mellon University’s Software Engineering Institute (SEI), and TM Forum Conformance Certification of the entire NetCracker Telecom Operations and Management Solutions (TOMS) suite, release 8.2. According to Andrew Feinberg, NetCracker’s President and CEO, standards are critical in their ability to help operators adapt to today’s rapidly changing communications marketplace: “To remain competitive, operators must be able to maintain a high level of customer service and satisfaction through the rapid integration of new technologies and the speedy roll-out of services. Standardisation plays a critical role in easing the integration of new technologies and business models into service provider ecosystems.”

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SaaS business reporting launched for MVNOs N E W S U P D AT E

Adax and Qosmos offer integrated applicationready DPI sub-system High-performance signalling and packetprocessing infrastructure specialist, Adax, and Qosmos, a provider of network intelligence (NI) technology, have successfully integrated their products. This has resulted in a high performance, quick-to-market Deep Packet Inspection (DPI) sub-system ideal for telecom applications such as policy control and charging (PCC), revenue assurance, quality of service and more. Qosmos ixEngine Software Development Kit has been integrated into the Adax development platform to provide customers with a fast time to market for their DPI applications. ixEngine's decoding capabilities have been optimised for the industry’s highest performance multi-core processors such as the Cavium Octeon on the Adax PacketRunner and PacketAMC products, which can handle huge traffic volumes at wire speed.

Quick Spin programme launched to cut risks in migrating to CaaS Interactive Intelligence Group, a global provider of unified IP business communications solutions, are to trial a programme called Quick Spin that enables organisations to sample for free the company’s communications-as-aservice offering. The Interactive Intelligence CaaS offering provides cloudbased communications applications for contact centres and enterprises, along with flexible deployment models for migrating between cloud, premise, and hybrid configurations. “Despite potential benefits of cloudbased communications deployments, organisations must still conduct thorough due diligence to determine if this model is right for their unique needs,” said Gartner research vice president, Drew Kraus. “I’m seeing an increasing number of organisations that are interested in a flexible deployment model – including premise-based, cloudbased, or a hybrid of the two – that will enable them to adapt the approach according to their evolving needs.”

Global business performance analytics company, MDS Lavastorm Analytics, has launched its MVNO Prepaid Reporting system, a new software as a service (SaaS)-based Drew Rockwell, offering that aims to CEO of MDS deliver rapid, powerful Lavastorm Analytics business intelligence to mobile virtual network operators (MVNOs) and avoids the need for investment in expensive hardware and internal resources. Business intelligence is at the heart of the daily challenge for MVNOs of making accurate, timely decisions, such as price plan profitability, accurate forecasting and accrual of wholesale costs, as well as data on fraud, churn, and marketing effectiveness. Provided as a managed service, MVNO Prepaid Reporting audits data delivery and provides reporting through secure, rolebased web portal access. MVNO Prepaid Reporting rapidly delivers personalised reports that address the five key business processes of finance, customer interaction, risks, costs, and regulatory audits and controls. MVNOs can choose from three different tiers of service, with each higher level of service providing a more comprehensive, granular and detailed set of reports to suit MVNO business requirements. The three tiers are: • Essentials MVNO Reporting Package: This entry-level package provides operators with a foundational set

of pre-configured analytic reports, such as Monthly Profitability, Supplier Pricing Invoice Accuracy, Daily Usage Consumption by Bundle, Daily and Monthly Usage Types, Accrual Accuracy, Daily Profitability, and Call File Discrepancy Alerts. • Enhanced MVNO Reporting Package: On top of the Essentials Package, this also includes more sophisticated reports, such as Average Revenue Per User (ARPU), Average Profit Per User (APPU), Churn Analytics, standard fraud analytics such as Box Breaking, and Supplier Completeness Invoice Accuracy. • Advanced MVNO Reporting Package: This top-level package incorporates the previous two and delivers more detailed reports, including Customer Service Analytics, Inactive Customer Credit Write Back, Fair Use Policy Abuse, Top-up Analytics and Alerts, Up-sell and Cross-sell Analytics, and Value-added Service or Bolt-on Subscriber Package Analytics. Drew Rockwell, CEO of MDS Lavastorm Analytics, said: “With our MVNO Prepaid Reporting solution, we’re providing the power of complex and persistent analytics in simple business reports, enabling service providers to avoid the waiting time, complexity and overhead of internal analytics programmes and systems. Operators can now simply get the answers and insights they need on demand, and use them to continue improving their customers’ experience and their bottom line.”

HP helps telcos personalise and manage services for better customer experience HP is enhancing solutions in its operational support system (OSS) and actionable customer intelligence (ACI) portfolios, as well as adding new consulting capabilities to help communications service providers (CSPs) define business and marketing strategies that can be aligned with real operational execution. The HP Actionable Customer Intelligence portfolio has been enhanced with the Vertica Analytics Platform from Vertica, an HP company. Real-time, big data analytics from Vertica can reportedly help CSPs

develop a complete, wrap-around view of the customer and the network, allowing them to understand customer behaviour and deliver more personalised services. “To drive business growth, CSPs must deliver more personalised services and manage service quality more effectively,” said Bob Stutz, senior vice president, Business Solutions, HP. “With HP’s extensive portfolios, CSPs can create a customer-centric OSS as well as build ACI solutions that transform customer information into valuable business strategies.”

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Subscribers to personalise data use and spend with Openet Subscriber Engagement Engine Openet, an Irelandbased provider of Service Optimisation Software (SOS) to Tier One communications and media service providers, has announced the Mike Manzo, Openet CMO immediate availability of its Subscriber Engagement Engine that gives subscribers a real-time view of their usage and enables them to directly control, manage and personalise their services, balances and spend. The growing cost of delivering against bandwidth demand is driving operators to replace flat-rate pricing with sophisticated, personalised service offerings. For these to be successful, subscribers need a means to select the services they want, monitor their usage in real time, and avoid ‘bill shock’ when roaming or using data services. Openet’s new Subscriber Engagement Engine provides that real-time insight and control by aggregating data directly

from business and operations support systems (B/OSS) and delivering it directly to a consumer’s mobile device. It enables subscribers to personalise their services, monitor real-time usage and spend, and receive personalised notifications through their mobile device which is claimed to be an industry first. "The Subscriber Engagement Engine is a natural evolution of Policy and Charging Control,” said Openet CMO, Mike Manzo. “It enables operators to completely overhaul and transform the customer experience by creating a new channel for dialogue between consumers and operators to drive new business models, reduce frustration, and eliminate bill shock." Operators gain a direct channel to interact with each subscriber and can process requests accurately in value and time, while remaining personalised to the user. Its scalability means operators can significantly reduce the resources and costs needed to set up and administer individually customised controls.

Operators can simplify video calling on any device Alcatel-Lucent is offering operators of 4G mobile broadband networks the ability to allow users to switch between voice and video-calling, instant messaging and group Diane Myers, calling, and across Infonetics smartphones, tablets or Research: Gives 4G PCs. The 4G Consumer operators Communications clear Solution also aims to differentiation improve multi-tasking, providing features to assure the performance of particular services. Both voice and video are delivered in high definition (HD). Subscribers are provided with access to a unified contact list that establishes a single point with which to connect to

people, regardless of where they are or what device they are using. The use of flash-capable web browser technology enables consumers to connect via video using virtually any PC or mobile internet device, so they don’t need to work out whether the person they are calling is using a compatible video service or device as they do currently. Diane Myers, directing analyst for Infonetics Research, says: “AlcatelLucent’s 4G Consumer Communications Solution gives service providers the ability to harmonise conversations across telecom and the web, while moving conversations beyond just voice. These new services, combined with high levels of quality of experience, will enable operators to have clear differentiation from standalone application providers in the marketplace.”

N E W S U P D AT E

DigitalRoute brings proven ‘bill shock’ prevention Mediation software provider, DigitalRoute of Atlanta, Georgia, reports that it is ready to deliver its bill shock prevention system to help US wireless service providers meet the new guidelines jointly announced by CTIA-The Wireless Association®, the Federal Communications Commission, and Consumers Union. US service providers have agreed guidelines to prevent bill shock among consumers of wireless services. Steps to be taken include sending notifications to users when they reach monthly plan limits for voice, data, and text that would result in overage charges. Service providers must also provide tools that enable users to monitor balances and set their own usage limits. In response to similar regulations in Europe, DigitalRoute has delivered a proven bill shock prevention solution that enables rapid and cost-efficient deployment with minimum impact on existing infrastructure. The system, based on its MediationZone® platform, was recently deployed at a panEuropean service provider, where it is serving seven international affiliates. DigitalRoute is now ready to deploy the system across the Americas. Together with its partners, DigitalRoute has delivered MediationZone to more than 10 operators in the Americas Region during the last 12 months. All of these installations are now in live production. “Bill shock prevention is a challenge that confronts service providers throughout the Americas region. With our proven bill shock prevention solution and established support centre in Atlanta, GA, DigitalRoute is ready to deliver solutions to its customers and partners,” said Stephen Rickaby, General Manager at DigitalRoute Americas.

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KT enlists help for roaming support from Syniverse N E W S U P D AT E

Netia chooses Netgem technology for hybrid IPTV offering in Poland

Christophe Aulnette, Netgem: Hybrid technologies

Netia is starting to roll out its new TV service based on Netgem's technologies in Poland, a telecom market that recently opened up to competition. Netia has built its strategy on developing its user base of fixed broadband households and has now become the most significant competitor to the incumbent operator.

Netia is bundling subscriptions offering high-speed broadband access with unlimited calls and now, using Netgem services, the Polish operator will launch the TV component of its triple-play offering. Christophe Aulnette, Netgem's CEO, commented: "This deployment demonstrates how our commercial partners are able to deliver breakthrough customer experiences, that offer the best of broadcast and broadband, by using our off-the-shelf hybrid technologies."

Anite and Azimuth begin delivery of turn-key LTE performance test system Anite, a global provider of wireless device testing technology, is now delivering a complete turn-key LTE Performance Test system to the wireless market. The combined solution uses 'best-of-breed' products; Anite SAS (the company’s network simulator for device interoperability testing), the Anite 9000 Mobile Test Accelerator platform, and Azimuth Systems’ ACE MX advanced channel emulator. The Anite LTE Performance Test solution is offered as a complete turn-key system or the new performance-related elements, including the Azimuth ACE MX, can be supplied as an upgrade. Through a new reseller agreement between Anite and Azimuth, customers can now purchase the complete offering from a single source, eliminating multiple purchase requests and benefiting from a single point of contact for the sales and installation process.

Syniverse has announced a major new contract with tier one South Korean operator, KT Corporation. This is a multi-year agreement for data and financial clearing Jeff Gordon, services, fraud detection, Syniverse: No and roaming agreement ‘one-size-fits-all’ solution management – all of which are compatible with LTE standards that will help the operator as it transitions to 4G. The new agreement paves the way for the company to support KT’s future path to 4G, and is said by Syniverse to be a milestone in its continued expansion in the advanced mobile market of South Korea. “Syniverse’s best-in-class solutions, outstanding regional support teams and culture of innovation reinforced the decision to strengthen our relationship,” said Seokjun Kim, PhD, vice president, Mobile Business Group, KT. “We are confident these core Syniverse services will enable us to deliver the best possible roaming experience for our customers now, while ensuring we are prepared for

the introduction of 4G and beyond.” Among the solutions selected by KT are Data Clearing House for GSM / WCDMA; Financial Clearing House for GSM / WCDMA; DataNet, a Near Real-Time Roaming Data Exchange (NRTRDE) solution; knowledge-based fraud detection system, FraudX; and Roaming Management Services. This KT contract adds to Syniverse’s momentum in the Asia-Pacific region where the company serves more than 180 customers, including some of the largest Tier 1 mobile operators. In September, Syniverse announced major wins in China (with China Unicom) and in India (Aircel). Syniverse president and CEO, Jeff Gordon said, “We understand that each region, country and operator face a truly unique set of challenges – there is no ‘one-sizefits-all’ solution. We are committed to working with each of our customers to fully understand their needs and then tailoring a solution set that helps them deliver brand-protecting services to subscribers while realising new efficiencies.”

Vox Telecom selects Sandvine for usage management Vox Telecom Ltd, a telecoms operator providing fixed and mobile services in southern Africa, has selected Ontario, Canada-based Sandvine, and its reseller partner, Core2Africa Networks, for its access-agnostic Usage Management system. In addition, Vox Telecom is to use Sandvine's Global Services expertise to align elements of the system design with their business objectives. Vox Telecom was one of South Africa’s fastest growing companies in 2010. A provider of intelligent broadband network solutions, Sandvine’s Usage Management system allows operators to segment their subscriber base to create tiered service plans that match subscriber usage patterns and offer users greater choice when selecting their plan. For example, subscribers may opt into a social networking tier that offers unlimited Facebook and Twitter usage. Another user may opt into a tier that gives off-peak incentives to heavy internet video users.

In addition, Vox Telecom is using Sandvine’s consulting services for solution planning, design and network assessment. Engaging Sandvine for solution planning consultation allows the operator to clearly define business and technical requirements from all project stakeholders. Other benefits include accelerating the time to market for the new service tiers and lowering the total cost of ownership.

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VanillaPlus Hot List: December/January 2012 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

Abilisoft Chargemaster, UK Comptel Comverse Comverse Comverse Comverse Comverse Comverse Convergys Entone, Inc Evolving Systems Evolving Systems Gemalto Huawei Hughes Network Systems Macquarie Capital Mobilethink A/S Netgem Newtec Sandvine & Core2Africa SCHAD Subex / Gantek Syniverse Telcordia Telcordia TWSP WeDo Technologies Key:

AXGP CSP GPRS GPS GSM LTE

= = = = = =

Product / Service (Duration & Value)

Awarded

Unnamed CSP, UK O2 UK (Telefonica) Telenor Hungary Cycle30, USA Nuevatel, Bolivia Cell C, South Africa JT, Channel Islands, UK Mirs Communications, Israel AAPT, Australia Telekom Deutschland, Germany Telekom Srbija, Serbia Unnamed wireless operator, Africa Tier 1 wireless carrier, Russia IDA, Singapore Wireless City Planning,Inc., Japan

Replaces system and probes with Abilisoft Providing M2M technology to connect UK network of electric vehicle charging stations Selects Comptel Provisioning and Activation to shorten time-to-market for LTE To power Hosted Billing Services for Machine-to-Machine (M2M ) markets Comverse Expands at Viva with BSS Upgrade for Converged Rating and Charging Wholesale MVNO chooses Comverse ONE for Converged Rating, Billing & CRM Selects Comverse ONE Converged BSS for Business Transformation Uses Comverse ONE Billing & Active Customer Management, All-IP VAS Solutions Replaces its legacy wholesale billing system with Comverse BSS Ends Phase 2, migration to Smart Revenue Solution with rating & billing manager Chooses Amulet™ HD IPTV Receiver with digital video recorder (DVR) capabilities Upgrade order for DSA, supporting mobile broadband and number selection Implementing the Dynamic SIM Allocation™ (DSA) system To deploy mobile NFC contactless services across Singapore To deploy large scale LTE TDD-compatible AXGP commercial network

11.2011 10.2011 11.2011 9.2011 9.2011 9.2011 10.2011 11.2011 11.2011 9.2011 9.2011 9.2011 10.2011 10.2011 9.2011

Inmarsat, International CityFibre Holdings, UK Huawei, China Netia, Poland SES, Luxembourg & Belgium

New 9502 BGAN terminal for end-to-end IP data capability in real-time applications To give financial advice on building fibre infrastructure connecting local authorities Mobilethink becomes provider-of-choice in mobile device management To launch TV component of its triple-play offering with Netgem middleware and STBs Supplying next generation Ka-band terminals and hubs for satellite communications

10.2011 11.2011 11.2011 11.2011 8.2011

Vox Telecom, South Africa BAUR, Germany Avea, Turkey KT Corporation, South Korea First Communications LLC, USA SeCom, Argentina ThingWorx, USA Vodafone Czech Republic

Access-agnostic Usage Management allows operators to segment subscribers base SCADA system extends automated process control to ordinary mobile devices Revenue Operations Centre (ROC) Partner Settlement solution Data & financial clearing, fraud detection, and roaming agreement management Next-Gen OSS to support growth & efficiency gains in enterprise & network services To manage mobile number portability (MNP) in Argentina Selected as global reseller of the ThingWorx Connected Application Platform Implements Rating Validation Module of RAID 6.2 business assurance software

11.2011 11.2011 10.2011 11.2011 9.2011 11.2011 10.2011 10.2011

Advanced eXtended Global Platform Communication Service Provider General Packet Radio Service Global Positioning System Global System for Mobile communications Long-Term Evolution to 4th Generation Networks

MNP MVNO NFC OSS ROC STB

= = = = = =

Mobile Number Portability Mobile Virtual Network Operator Near Field Communications Operations Support System Revenue Operation Centre Set-Top Box

'Elephant in the room' during NSN’s talk of restructuring is loss of 17,000+ jobs

Rajeev Suri, NSN: Threepronged strategy

Nokia Siemens Networks (NSN) may have spent time recently emphasising the positive aspects of its re-structuring plans that will put mobile broadband at the heart of its strategy, but the 'elephant in the room' throughout these discussions has been the news of at least 17,000 job losses (23% of the workforce). NSN aims to reduce its operating expenses and production overheads by EUR 1 billion by the end of 2013, compared to the end of 2011.

Rajeev Suri, NSN’s CEO announced three elements of future strategy in November: that from now NSN would focus on the mobile network infrastructure and services markets; deliver significant cuts in operating costs and production overheads; and finally, plan a "global workforce reduction of approximately 17,000 jobs". This follows a round of 5,000 job cuts announced by NSN in 2009. The company plans to refocus on mobile broadband (including optical), customer experience management and services.

“The future of our industry is in mobile broadband and services – and we aim to be an undisputed leader in these areas,” said Suri. “At the same time, we need to take the necessary steps to maintain long-term competitiveness and improve profitability.” As Ray Le Maistre of Light Reading pointed out, however, the number of jobs lost is likely to exceed 17,000 if – as NSN plans – it is able to divest itself of under-performing business sectors that no longer fit within its strategic plan. Foremost among these might be the ailing firm's business support systems (BSS) line. Peter Jarich and Erik Keith for Current Analysis said, "For NSN, this decision reflects the impact of market realities imposed by customer demand, competitive pressures and related market dynamics, and serves as a bellwether to the potential strategic redirections by NSN’s closest (Tier 1) rivals in the Service Provider Infrastructure market."

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Welcome to our regular Jobs column, brought to you by Identify Networks, Sponsors of People News I am currently undergoing a re-branding exercise here at Kineticom Ltd, as we will soon change our company name to “Identify Networks”, to align our marketing strategy with that of the broader Identify Group. You will hear more Jason Bandy about this over the coming weeks and months. This has prompted me to focus this article on the importance and value of branding yourself effectively as part of your career development strategy. Creating the right messaging and communicating this to the right people is vital. Getting your CV to work for you is critical, and so it is worthwhile considering the common mistakes people make: Lack of focus; Lack of organisation, clarity and brevity; Lack of a targeted and relevant message to the employer; Spelling and grammatical errors. Your CV must help make the hiring manager or recruiter’s life less complicated and shout out to them that you fit the role. Recruiters and hiring managers want to see very clearly what you can do, how you do it and what results you have had. Once you have a well written, accurate and clear description of not just the roles you have had and the skills you possess, but also of your achievements and the approaches you took to overcome challenges, you will be in a much stronger position to compete for your ideal role. The use of social networking sites such as Linkedin and Google+ have become essential tools and you should use these forums to support the information held within your CV. Jason Bandy, Director identify Group Ltd jason.bandy@identifynetworks.com Mobile: +44 (0) 750 001 3084 Tel: +44 (0) 845 370 2900 www.identifynetworks.com

Integralis expands IT security support in Asia Global provider of IT security and information risk management solutions, Integralis, is expanding its operations, marketing, partner management and in Asia, and has announced the appointments of the chief marketing officer (CMO) and president, Asia-Pacific. Both officers will report into Simon Church, chief operating officer (COO). Integralis is owned by the Japanese network operator, NTT. Integralis’ CEO, Georg Magg, said: “Given the significant market opportunity and with our strong focus on innovation, we are changing the way security solutions are delivered. Investing in operational functions and further investing in regional markets such as Asia Pacific helps address the global security challenge, and allows us to help both our local and multi-national customers achieve real business value.” Andrew Lev, until recently the Group EVP – Channels and Business Development, will take the position of global CMO. Gavin Bradbury joins as VP Marketing. Gavin previously held senior marketing roles at VeriSign, 1E and Computer Associates. William Yeack, who has been with Integralis since 2007, will head up operations in the Asia-Pacific markets as president, Asia-Pacific.

Telenity co-founder appointed CEO

Ilhan Bagoren: Telenity chairman made CEO

Telenity, a provider of location-based services, social media, mobile marketing and messaging platforms and solutions, reports that Ahmet Ozalp has stepped down as CEO. Ilhan Bagoren, chairman and co-founder of Telenity, will become the new chief executive officer.

"I'm very excited about leading Telenity at this new phase of the company's growth," said Ilhan Bagoren. "We are looking forward to publicly announcing several new products and services in the upcoming Mobile World Congress. This next phase will be very rewarding for Telenity and its existing and new customers."

Niedersüss made CMO of Macedonia’s Vip operator

Florian Niedersüss, CMO of Vip operator

The Telekom Austria Group has appointed Florian Niedersüss as CMO of its Macedonian subsidiary, Vip operator. Niedersüss studied business administration at the Vienna University for Economics and Business and holds an Insead MBA degree.

Vip operator was founded by the Telekom Austria Group in 2007, and launched commercial operations on the Macedonian market as the third domestic mobile provider.

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Ericsson and Microsoft partner for a better customer experience and leaner operations Ericsson and Microsoft are working together on business application architecture. Here VanillaPlus talks to Ralf Guckert, Ericsson’s Head of Product Management, Business Support Systems, and Mike Ehrenberg who is a Technical Fellow in the Dynamics team within Microsoft’s Business Division.

Dr Ralf Guckert has a diploma in Physics from the University of Gießen where he also received his doctorate. He has worked at the Los Alamos National Laboratory in New Mexico, USA and, since 2000, at the former LHS Group, most recently as the head of Sales Support and Business Development. In 2005 he became Director System Engineering at the Charging Unit of Siemens Com and after the merger with the Network unit of Nokia, head of the Product Line Next Generation Charging at NSN. He returned to LHS in 2007 as vice president, Product Strategy where besides his line activities he was strongly involved in the Alignment Process of Ericsson and LHS.

Dr Ralf Guckert, Ericsson: It’s about understanding the customer’s mood

Mike Ehrenberg is a Technical Fellow working on the business application the architecture for the Dynamics team within the Business Solutions Division at Microsoft. He leads the work on the long term product roadmap, and on driving the relationships between Dynamics and the system, platform and tools teams across Microsoft. Ehrenberg joined Microsoft in 2003, after 25 years of business application development across banking and brokerage transaction systems, Enterprise Resource Planning (ERP) for process manufacturing, and Supplier Relationship Management (SRM) solutions. He has previously worked at Olivetti, Marcam, and Frictionless Commerce.

VanillaPlus: At Mobile World Congress 2011, Ericsson and Microsoft announced a strategic alliance that enabled Ericsson to offer an integrated Billing and CRM product. What were your expectations for the relationship and how does it fit into your strategies? Ralf Guckert: We worked hard to develop a billing and customer care product with open interfaces, one that is Systems Integrator (SI) friendly, meanwhile building up our own SI expertise and resources.

feedback, the decision to develop our own CRM product was easy. But should we build or partner? Given the required sophistication of a state-of-the art CRM platform for the telecoms industry – and the speed at which the telecoms and BSS market is moving – we naturally decided to partner. So our strategy is clear: We expect our relationship with Microsoft to help us achieve our desired position in the BSS market. Microsoft provides a feature-rich, architecturally-strong and cloud-ready enterprise CRM solution, which we adapt for the telecoms market. This completes our BSS portfolio and enables us to offer the solution that operators told us they wanted. Mike Ehrenberg: At Microsoft, we look to partners like Ericsson to provide the deep knowledge and industry expertise necessary to

But we found operators were seeking more choice and increasingly asking for a proprietary CRM system from us; one pre-integrated with billing. A key operator CIO priority – for many I have spoken to – is to reduce SI costs by building agile, componentised solutions based on best-ofsuite architectures. So with this customer

Mike Ehrenberg, Microsoft: More consumer-friendly experience demanded

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“CSRs need to browse products set-up in the billing system and then place orders from within their CRM environment.” - Dr Ralf Guckert, Ericsson

customise our products into highly specialised solutions that fit exactly with customer needs. We are the experts at building industrial strength products that empower success by making business users more productive. As Ralf said, that means we provide a rich user experience – together with embedded business intelligence and integrated workflow – that is cloud-ready. We’ve done exactly that with Microsoft Dynamics CRM, but it’s more than just a business application. Our strategy is to design flexible solutions that can be extended, so our work with Ericsson fits perfectly with this vision of helping customers reach their full potential. It’s the most practical way for us to incorporate the unique requirements of different industries, and why partners like Ericsson are vital to our success. VP: Microsoft has a large number of vendor relationships. How does the one with Ericsson differ? ME: From Microsoft’s perspective, Ericsson is a Global Independent Software Vendor (GISV) for Microsoft Dynamics CRM – a classification for which we have fewer than five partners worldwide. To be eligible, a company has to meet the most stringent criteria in our partner programme – and believe me, there is no higher level! As a GISV, Ericsson works directly with our CRM software development team. They have insight into what the team is working on, get quick answers to their technical questions, and also provide input – as Ericsson’s ideas are considered for the future of the product. Ericsson’s status also means tighter collaboration with our field sales and

service teams, so our mutual customers get better support when implementing the Ericsson Telco CRM solution. I’ve been personally involved with the Ericsson team, and am almost as excited as Ralf to see the level to which they have taken customer care with Telco CRM. VP: Given the dominance of some other vendors serving the telecoms CRM market, why is there room for another player in this area? RG: We see a significant gap in the market where operators have out-grown their subscriber management or smaller niche CRM systems. They now require fully-fledged CRM systems that support telecoms business processes, but dislike the cost, risk and time often associated with a customised billing/CRM integration project. As I said, reducing SI costs is a key driver for these CIOs. Secondly, CIOs do not believe they currently have much choice when it comes to telecoms CRM. The reaction to our proof of concept presented at Mobile World Congress in February – from customers and other operators – has been emphatic. They clearly welcome an alternative CRM offering tailored to the telecoms market. VP: Can you tell me more about what you mean by ‘telecoms-specific CRM?’ RG: Certainly. Many CRM offerings were designed as horizontal enterprise solutions. However, the telecoms industry has very specific processes and characteristics that need CRM support. For example, Customer Service Representatives (CSRs) need seamless access to billing information to address invoice queries, and to contract information in order to activate and deactivate services, or to assign free units and change telephone numbers. They also need telecoms-specific case management and tracking tools. Sales representatives need to browse products set-up in the billing system and then place orders from within their CRM environment. This can all require a significant amount of customisation. Many operators end up with clumsy billing integrations, user-unfriendly popup screens, or worse, customer facing staff working with multiple systems. As call centre users, we have all experienced what that means! VP: How would you summarise the CRM challenges facing the telecoms industry?

RG: For operators, the old maxim that customers are their most important asset could not be truer. With the level of competition that most operators now face, the focus is on retaining customers. I am in no doubt the relationship with the customer, particularly the billing relationship, will be the most important asset for the traditional telecoms operator competing against the newer overthe-top players.

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That’s why integrated billing and CRM is one of the most common IT objectives for a telecoms operator. They understand the value of having a complete, so-called 360 degree view of their customers, but the cost and risk are simply preventing many from achieving this. That is the challenge we are helping operators overcome with our CRM offering. ME: I couldn’t agree more, Ralf. As the industry becomes yet more competitive, it‘s critical for operators to provide a better experience – whatever their customers’ chosen method of interaction. However, you can’t just keep on growing costs to provide it – because increased competition necessitates tighter control of your operating expenses. So, an operator has to “do more with less” – helping their people become more productive – while giving their customers that seamless experience with CSRs who are armed with better data to enrich the customer experience. VP: What trends are you seeing in large enterprises’ approach to CRM and how does telecoms differ from other industries? ME: The significant trend is that customers are demanding a more consumer-friendly experience. They want their providers to make customer service as simple as accessing their mobile phone! Therefore the operator’s sales and service people need a broad view of how the customer has interacted with their systems at every level; whether they were chatting with a CSR online, accessing their account from their phone, or calling in about a problem. Customers will no longer tolerate having to explain themselves more than once – they expect their provider to understand their needs based on how they’ve already used those systems. We see this theme consistently across a broad range of enterprises. In a more connected world, customers have more choices – and this creates a more competitive world. Today it’s essential to deliver a service experience that delights customers, and the key to that experience is empowering service staff with great information about the customer. That is the heart of what Ericsson has achieved for operators with Telco CRM. VP: Looking forward, how do you see the role of CRM within the next generation Business Support System architecture? RG: As I said, the customer and billing relationship will be one of an operator’s most valuable assets, but another key asset is the customer data itself – from not just the BSS domain but also the OSS domain.

experience – but ultimately it is not enough. To truly understand their customers, operators need a holistic view of not just the customer but the customer’s experience using the network. Can you imagine the possibilities for a CSR who has that data available in their CRM toolbox, to assess a customer’s mood or their propensity to churn, from analytics based on the network performance they have actually experienced?

“Customers will no

Operators are often faced with the headache of services not working on new devices and the pressure this puts on customer support. Think of the value of device settings being visible to the CSR, who could trigger an over-the-air reconfiguration and solve the problem. This would be a huge benefit in supporting a campaign around a new device.

- Mike Ehrenberg,

longer tolerate having to explain themselves more than once.”

Microsoft

For Ericsson, CRM is about presenting as much customer relevant information – coming from the network, from OSS and BSS domains – in realtime to all customer facing channels, in an intuitive environment. ME: That’s right; the ability to use CRM to react quickly to changing customer needs becomes a competitive advantage in the marketplace. Operators who can better analyse customer satisfaction and evaluate trends based on real data can anticipate opportunities before the competition; CRM enables the nimbleness to make changes to workflow and processes as needed. We also definitely see the Cloud playing a more significant role in controlling OpEx costs, to simplify implementations and enable operators to update their systems quickly and efficiently. A cloud-based deployment helps companies with operations in remote locations control their IT expenditures and maintain a consistent customer experience. One beauty of Microsoft Dynamics CRM is that you can deploy it how best suits you – on your premises, in the cloud or both.

Integrating billing and CRM and obtaining a ‘360 degree’ view of the customer is a major step towards achieving a leaner operational environment and enhancing customer

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BILL SHOCK

EXPERT OPINION:

Great Billing Expectations What’s the opposite of Bill Shock? It’s Bill Expectation Imagine, if you will, a world where Bill Shock is a thing of the past. In fact, imagine a world where the whole concept of billing has been replaced by intuitive, high-touch, real-time financial interactions between subscribers and mobile operators. It’s a world where subscribers have the latest information about their mobile account at their fingertips and can make instant decisions. And operators can fully monetise their networks through personalised, value-based products and services. This is how it works: on the smart device, a mobile app shows granular, real-time account information. It details service and application usage right down to the application level, so subscribers can see at any given moment how their data bundle is consumed. In case you’re wondering, the secret sauce is the next generation real-time charging engine that drives the app. The author, Jennifer Kyriakakis, is MATRIXX Software’s cofounder and VP of Marketing

“Your mobile app soon becomes your central resource to access a variety of self-

Using this, subscribers can quickly see if one app is hogging all the data. Families can share data bundles and control how their credit is spent. If someone’s about to run out of credit, or doesn’t have enough data allowance left to power the service they want, a message pops up that alerts them. They can then add credit or move it from a shared plan in order to avoid Bill Shock, throttling or surprise overage charges; imagine how cool it would be to know before you start your Netflix movie that you have enough credit to stream it without being interrupted midway through by throttling. Or, that if you’re about to make an important business video call, you can pay a small premium for assured call quality. As you use the mobile app more, you find that you like to set your own alert thresholds, so that you specify when you’re alerted.

No more abstract

care services.” usage concepts

As you go, anything you do is immediately reflected on-screen in a way that you understand. Gone are abstract usage concepts such as a number of megabytes equating to a certain charge at the end of the month. Now, your usage is communicated visually and you can always keep tabs on how much you have left, at any time of the day. Over time, your mobile app soon becomes your central resource to access a variety of self-care services, offering you a wide range of account management choices and access to new services and personalised discounts or bundles. These offers are personalised because they are custom-designed by the operator based on your

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historical financial preferences; spend patterns and the services that you like. If you want, you can even personalise your own discount program by specifying, for example, which hour of the day your voice calls are discounted – and changing it regularly to fit your lifestyle and ensure that busy call times are always discounted.

No more mobile bills

One day, you run out of data and have no way of adding more, but you don’t sweat it because you’re already part of a user group that allows your friends to lend you part of their allowance until the next time you choose to renew your data bundle. Sometimes, you lend them data in return, to make sure that you can all stay in touch. Over time, you realise that you’ll never be surprised by another mobile bill again. In fact, it’s been so long since you last saw a paper-based mobile ‘bill,’ you’ve forgotten what it looks like. You begin to trust your operator and rely on them for special offers. Since you started understanding how much something was going to cost in advance, you decided that you don’t mind paying a little more for the things you like; having control over your spending has been the big thing missing from your mobile broadband experience all along. One always hopes that with this type of ‘thought experiment’ that the story does not end with the subscriber waking up to find it’s all been a dream. In this case, there’s a more satisfying ending: it’s all possible today, and will be coming to a device near you soon. And, it’s not just beneficial to the consumer; with the operator in such a prime position with their subscriber, they benefit from being the main conduit when apps and content are paid for and command a more powerful position in the revenue chain. They’re seen as the primary brand by the subscriber and can therefore recover the ground they initially lost to OTT content providers en-route to better monetising their networks and services. Watch this space.

BILL SHOCK

‘Bill Shock’ has led to a slew of negative sentiment around roaming, but the systems CSPs have had to put in place to comply with recent regulations provide a basis for generating new revenues and improving the customer experience. George Malim explores how attitudes are shifting away from costly, metered usage to service plans, application-specific offers and even hand-off to Wi-Fi.

CSPs look to real-time analysis to eliminate roaming paranoia We’ve all heard the bill shock stories of users being charged thousands of Euros – in some cases tens of thousands – for unwitting consumption when they roam. The stories tell a tale of negative outcomes. Nobody wins in these scenarios. The home operator has to deal with an irate customer, address disputes and even write off the charges. The visited operator, often in the same group as the home operator, is remunerated for the consumption of its network capacity and the customer has a poor experience. That’s compounded by the effect on other users. They hear these stories and fanatically switch off mobile data when roaming to avoid any risk of bill shock. Many, particularly those with smartphones that have a range of applications that self-connect to the network, simply turn off their devices when they’re abroad.

“All the current bill shock solutions out there are certainly providing more visibility,” says Mary Clark, senior vice president of roaming at Syniverse. “They provide more transparency, and control gives users more confidence. The paranoia experience of the past is simply leaving money on the table. Real-time intelligence and business intelligence analysis will prevent bill shock and create that quality experience and deliver the expected end user experience. It’s not just about the quality of the experience itself, it’s about users knowing they’re in control.” Delivering that could transform a user that switches off into one who is comfortable and willing to pay reasonable rates for roaming services. However, more than simple systems to address regulatory compliance are needed.

Sanjay Kumar, Progress Software: Customers expect more

“Bill shock and the legacy around it is a wonderful catalyst to get operators away from what is a truly bizarre relationship with their customers.” - Chris Hoover, Openet

The European Commission and the Federal Communications Commission have both taken steps to protect consumers by requiring that CSPs (communication service providers) institute spending caps. In Europe the figure is €50 but users can set their own limits.

Tap into ‘new’ revenues The good news is that the systems CSPs have had to put in place to enable compliance provide a basis for a new way of thinking. Some systems are simple, others more complex, but by having their roots in real-time charging and analysis, CSPs can use such systems to bring tailored offerings to market, tap into previously unaccessed revenues and generally serve their customers’ needs better.

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BILL SHOCK

“The compliance solutions today are not really enough to take someone from a fear situation to one in which they’ll spend extra money,” explains Guy Reiffer, vice president of marketing at MACH. “Spending caps don’t really promote service usage.”

Chris Hoover, Openet: Pressure on operators

Mary Clark, Syniverse: More visibility

Reiffer has a privileged view of the market. MACH, as a provider of roaming services to operators across the world, sees huge volumes of roaming data. “We think about 40% of people turn data off when they roam and a further segment turn the whole device off,” he says. “When you compare roaming usage with home usage – roaming usage is about 300 times lower. As an operator, you can’t grow based on increasing subscriber numbers but a service that has one threehundredth of the usage it could do presents an obvious opportunity.” Do more with the data For Jennifer Kyriakakis, founder and vice president of marketing at Matrixx Software, systems oriented around consumption caps aren’t enough to deliver the granularity or relevancy of experience that CSPs need to deliver. “Operators have been putting deep packet inspection (DPI) into the network but there’s a whole lot more that can be done with the data that collects than just capping,” she says. “For example, if you go on vacation you could keep social media on and turn email off. It’s about granularity and real-time. Real-time is obviously important because it’s the only way you get the information that is relevant to the subscriber,” Kyriakakis adds.

Chris NewtonSmith, Redknee: Going beyond simple caps

“Bill shock is a problem that has happened for a

Chris Newton-Smith, vice president of marketing at RedKnee, also sees CSPs looking to go way beyond simple caps to satisfy compliance: “Pretty much all the European customers of ours that we’ve helped to implement data roaming don’t just want to put a cap on spending, they want to offer specific bolt-ons,” he says. “For example, BlackBerry® email while roaming could be specifically allowed to continue while roaming video is blocked.”

while. It’s not a For Jonathan Pearson, proposition marketing new problem, it’s manager at Acision: “Regulation may enable a problem that has a new value.” - Sanjay Kumar, Progress Software 16

operators to rebuild confidence in their brands by providing consumers with greater pricing transparency and more control, through the provision of spend limits and real-time notifications,” he says. “Pricing transparency can be increased by offering bundles for a specific type of service, such as roaming, web browsing or video downloading.”

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In fact, traditional roaming regimes in which bill shock was a distinct possibility have had an adverse effect. Users switch off, go to their hotel and use Skype for VoIP calls and now SIM cards are sold in airport vending machines that removes the home operator from the equation. Losing all data traffic “Even among sophisticated roamers, people are getting more willing to buy local SIMs when they roam,” adds Newton-Smith. “As a home network operator, you’re losing all your data traffic, you’d rather give them a better option.” And that is what the market is moving towards. Relatively simple packages such as a one-day roaming plan that a user is offered on arrival into a country with an SMS welcome message and a link are coming to market. Other options such as service-based packages are also being offered. For example, a user may be given the option of keeping social networking services on but disabling other applications. Bizarre relationship That’s a big shift for CSPs to make. “If operators are to move away from the all-youcan-eat, flat rate model, they need a mechanism for telling their customers what’s available and enabling them to purchase it,” says Chris Hoover, vice president of product management at Openet, which recently launched its Subscriber Engagement Engine giving users insight into usage across a broad range of devices and services. “The nice thing about bill shock is it creates pressure on operators to engage with customers in a healthy way. Bill shock and the legacy around it is a wonderful catalyst to get operators away from what is a truly bizarre relationship with their customers.” That bizarre relationship is coming to an end. CSPs’ own paranoia is lifting as they recognise the value of keeping customers on-net. Previously unthought of ideas such as offering packages for specific over-the-top (OTT) applications are in play. There’s even scope for OTT providers to sponsor access for their applications. “Bill shock is a problem that has happened for a while,” says Sanjay Kumar, industry vice president, communications and media at Progress Software. “It is more recognised now because of the different levels of service customer expect. They expect more and social media has certainly driven expectations to a greater level. It’s not a new problem, it’s a problem that has a new value.”

LOCATION

EXPERT OPINION:

Proximity Marketing:

Are you ready to monetise location-based data? The data that is being collected about where people are in the world and what they are doing there is exploding. According to a recent McKinsey survey, more than 1 petabyte of personal location data is being generated annually. Approximately 400 terabytes are being generated from smart phone opt-in tracking alone. The ability to pinpoint the location of devices, even as small as a mobile phone, has increased dramatically over the past 10 years with technologies such as GPS improving significantly. This has sparked intense interest by service providers as well as over-the-top players in harnessing this information for use with new businesses and new business models. The opportunity is great. Over US$100 billion in annual revenue will be generated by service providers by 2020 from personal location datarelated services. One of the most promising areas for new revenue generation is in the area of geo-targeted mobile marketing, often called Proximity Marketing. With the incredible success of daily deal opt-in models, exemplified by companies like Groupon or LivingSocial, it is now established that consumers see value in discounted offers and coupons being pushed their way regularly. However these models currently fall short in their ability to deliver timely and highly relevant offers to the vast majority of recipients. Telcos, with their large existing customer bases, an established billing relationship and the ability to pinpoint the location of a customer, are ideally situated to take this business model one step further by delivering real-time, location-based offers. A simple example would be for a smart phone user, who has opted in, to receive a coupon for a discounted beverage as he gets within a certain distance of a coffee shop. These types of marketing services can provide a win-win scenario for both operator and consumer. The consumer receives a high valued, non intrusive offer that is both relevant and contextual. The operator opens up a new revenue stream. Operators can take advantage of their prime position to deliver these types of

services based on their knowledge of subscriber location, historical usage patterns, and demographics – but only if they have the right tools in place to do so. Here are few elements they will need to consider: •

Personalisation – Early experiments by wireless carriers are based on a brand-centric approach where subscribers opt-in to receive coupons and offers from their favourite brands when in the vicinity of their stores. As models evolve, the ability to deliver more sophisticated and personalized location-based recommendations and offers will become essential.

• Location-based analytics – Providing rapid insight on coupons pushed, redemption rate, recipient profile by geographical area or ‘geofencing’ zone will be at the heart of the model as both a foundation for various monetisation options for the carriers as well as a vehicle to determine a campaign’s return-on-investment for retailers and brand owners. • Big Data – With more than 1Tb per day generated from smartphone opt-in tracking alone, the proximity marketing domain is highly data intensive. As telcos step up their investments in this space, in-memory technology will become an attractive and cost-effective option. The monetisation of location-based data through various services such as Proximity Marketing represents a huge opportunity for service providers. To succeed, and compete effectively against over-the-top players, they will need to fully leverage the trusted relationship established with their subscribers as well as to put in place an infrastructure adapted for Big Data. The stakes are worth it : US$100B in annual revenue by 2020.

The author is Stephan Gatien, Global Lead, Telco Solutions Management, SAP

“Operators can… deliver services based on their knowledge of subscriber location, historical usage patterns, and demographics.”

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Upcoming Events CEM in Telecoms 23-26 January, 2012 Grand Connaught Rooms, London, UK IQPC www.customerexperienceevent.com

CEM in Telecoms North America 14-16 February, 2012 InterContinental Hotel, Miami, Florida, USA www.iqpc.com/Event.aspx?id=614298

Mobile Network Optimisation 30 January - 2 February, 2012 Steigenberger Hotel Metropolitan, Munich, Germany IQPC www.mobilenetworkoptimisation.com Mobile Payments and NFC 30 January - 2 February, 2012 The Hatton, London, UK IQPC www.mobilepaymentsandnfc.com/ Event.aspx?id=613036

Management World Asia 7-8 February, 2012 Pan Pacific Hotel, Singapore, TM Forum www.tmforum.org/gomwasiaVP

Mobile Financial Services 31 January - 1 February, 2012 Hallam Conference Centre, London, UK Informa www.mobile-financialservices.com

Mobile World Congress 27 February 1 March, 2012 Barcelona, Spain - GSMA www.mobileworldcongress.com

Think billing is boring? Think again! Lucas Skoczkowski, CEO of Redknee and Laurie Tappel, Operations Manager, i-wireless talk to Jeremy Cowan

Jeremy Cowan of VanillaPlus recently sat down at Management World Americas in Orlando with Lucas Skoczkowski, CEO of Redknee and Laurie Tappel, Operations Manager at i-wireless to discuss their recent billing transformation project. i-wireless is a mobile virtual network operator (MVNO) that operates on the Sprint network and partners with Kroger. Participating Kroger shoppers get free wireless minutes based on purchases they make at any Kroger store or their subsidiary. This is the first retailer in the US to offer loyalty-based incentives tied to wireless minutes. Ms Tappel shared her thoughts on the new capabilities that the Redknee billing solution provides and what the ‘transformation’ process was like for i-wireless. “We had been outsourcing our billing operations but decided to take it inhouse as we were facing spiralling operational costs and lengthy delays whenever we wanted to make a change or launch a promotion.”

Responsiveness is critical

“In today’s market, margins are tight and responsiveness is critical. We chose Redknee because of the reliability and flexibility of the solution and its low total cost of ownership. From a business and operational perspective, the 18

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agility the Redknee solution provides has been fantastic,” she said. “It used to take months to launch a new promotion – now it only takes days.” When Mr Skoczkowski was asked why now is a good time for this type of BSS transformation, he stated, “Operators need a billing solution that works well with other systems and technology partners, even those that go beyond the traditional telecom players, as Redknee did with Kroger’s loyalty cards.” The lines are blurring between traditional telecom, entertainment and retail. This trend will only continue to grow as new partners join the mobile ecosystem. The ability to support partners with an agile billing solution that adapts to new service models should be the focus of every service provider today. To see the video discussion, go to: www.vanillaplus.com or visit www.redknee.com to learn more.

SPOTLIGHT

CSPs must deliver data experiences David Sharpley is vice president of business and products for Amdocs’ newly created Data Experience business unit. The unit was launched following Amdocs’ acquisition of policy management specialist, Bridgewater Systems in August 2011. Here, he tells George Malim, editor of VanillaPlus, why the new unit has been developed, what it offers and how it provides communications services providers (CSPs) with new opportunities to bring innovative propositions to market rapidly. VanillaPlus: Bridgewater Systems is now part of Amdocs’ new Data Experience business unit. Please can you explain why the focus has been put on Data Experience and what the unit hopes to achieve? David Sharpley: From our perspective, CSPs’ customers, whether they be consumers or enterprises, aren’t buying a data plan any more, they’re buying a data experience. That means they’re not interested so much in how much bandwidth they receive as part of that plan, they’re interested in having experiences such as their social networking applications being always-on, seamless transition to Wi-Fi and so forth. That’s why we’ve created this unit and our objective is to provide a new set of solutions to enable CSPs to deliver the data experiences their customers demand. VP: Why is the Data Experience relevant to CSPs?

DS: Everything is about mobile data now and the reality is that wherever a user is – whether in a café, an office, at home or on the road – they have become reliant on the applications they use and

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SPOTLIGHT

“Consumers ... are diverting quotas across different family members in a family plan.”

that’s essentially the data experience they are seeing. Users demand instant gratification and high quality services that are always available and competitively priced. That, fundamentally, is why the data experience is relevant. As Amdocs, we’ve created a new offering called Amdocs Data Experience Solution which has been designed to enable customers to implement it in their network very quickly to deliver fundamental market offers and usecases such as tiered services, shared wallet, data pass, pay-per-use and so forth. That’s the key to their ability to innovate and compete because a lot of CSPs don’t have time for large integration and implementation projects. They need to innovate quickly. Social networking plans are one example, shared wallet plans across multiple devices are another. Because of what’s happening in their respective markets, CSPs can’t wait 18 to 24 months to create, test and deploy a single use case. Rapid time to market is essential for them to compete effectively. VP: What are some of the key trends you are seeing that support this? DS: We are seeing a plethora of innovations at play. One operator is in the process of turning up a ‘Data Happy-Hour’ whereby subscriber data usage is not tracked against their service plan. Also, users now clearly have a reliance on social networking and the always-on aspect of that. Everyone needs access to Facebook and Twitter, so we are seeing innovation around unlimited access to social networking applications. Another trend is the need to monetise. Upsells of bandwidth boost to ensure QoS (quality of service) across different applications, or a roaming data pass to create new revenue while eliminating bill shock risk. We’re seeing unlimited plans for business users and trends such as consumers sharing their package across devices. They’re diverting quotas across different family members in a family plan, for example. There’s a need to be creative about how to manage the consumer across their different needs and markets. VP: What are the use cases that are most relevant to mobile operators today? Why are they challenged to implement these?

VANILLAPLUS DECEMBER/JANUARY 2012

Other use cases such as shared wallets, not only across multiple devices, but also across multiple users are being demanded, for example for a family or small business. That brings a different level of commercialisation to the market in terms of how CSPs want to track and deliver plans and packages. There are three key dimensions for CSPs to consider: time, volume and application. Voice used to be based on time, data used be based on volume but now, unlimited Facebook plans also bring in the application. Once an operator can manage those three dimensions, they have the ability to upsell on top of the basic package being provided. They have the ability to allow for top-ups or upsell the basic plan. VP: What are the implications of that for solutions such as policy and charging? DS: In order to monetise and get to market quickly, policy and charging need to be tightly integrated as a single function with a robust configuration capability for rapid time-todeploy. What is different with Amdocs’ approach, is that we fundamentally believe that what needs to take place is the productisation of market offers, tiered services and Wi-Fi offload to 3G and LTE. Those productised, pre-configured offerings can be quickly enabled out into the market, and should not rely on multiple solutions from different vendors because that will involve lengthy integration efforts. They must be deployable in rapid timeframes. VP: Do you believe that policy and charging have yet to be successfully integrated? What are the challenges here? DS: Our belief is there needs to be a fundamental shift in approach. We need to look at how we create unique solutions to address unique market offers. At Amdocs, we’re setting the bar in how to go about this with the new Data Experience business unit. We’ve taken proven product technologies and pre-integrated them with the ability to put them in the customer environment in a matter of weeks. Our proposition isn’t only software, it’s a system – a system that has been created to meet the demands of tier one operators, the biggest and best in the world. The acquisition of Bridgewater Systems by Amdocs is a scenario in which one plus one equals ten because the new business unit

DS: There are a set of key use cases that are essential for data monetisation, but also for customer retention and satisfaction. Offers such as roaming data passes whereby a user can purchase a roaming package for a day, or opt in to Wi-Fi offload are coming to market.

More and more the ability to transparently offload a subscriber from Wi-Fi to 3G or 4G is required.

takes the Bridgewater assets and the assets already within Amdocs and productises them on a proven hardware platform. Taking the combined Bridgewater and Amdocs domain expertise and encapsulating that in use cases and productising that out of the box is a compelling proposition for our customers. Taking those core products, integrating them and doing that on a pre-tested and integrated system and meeting those use cases with a single system is what’s marketleading. It is a different approach to the market and it is also a different approach from Amdocs’ perspective. VP: Is Amdocs well positioned to meet the challenges you describe – please explain why?

“We’ve taken proven product technologies and pre-integrated them ... to put them in the customer environment in a matter of weeks.”

DS: We have one of the industry’s most complete portfolios that is solely focused on the communications sector. We don’t deal in other sectors. We have the complete proposition from the customer to the network with a suite of products that is only targeted to the communications market and, because they are all pre-integrated and they all work together, we are positioned to serve the entire CSP market from tier three providers up to tier one. With the Bridgewater Systems acquisition, we are enabled to get those mobile propositions to market very quickly. That’s where the Data Experience proposition has something unique to offer. We have a unique product approach that centres around the four P’s of the problem. The first P is the core product technologies, the second is the product catalogue as a single point of configuration, the third is our uniquely pre-configured and preintegrated market offers, which no one else has, the fourth and final P is that our propositions are preintegrated and tested on a proven hardware system that can be rolled out rapidly to enable CSPs to make innovative, creative offers and more importantly give them the ability to monetise their market offers. This approach makes Amdocs unique in the marketplace.

VANILLAPLUS DECEMBER/JANUARY 2012

WEBINAR

REVIEW

Service monitoring and customer experience evidence at your fingertips

What do you do when the telecom customer market is nearly 100% saturated? Customer acquisition strategy cannot be the only means of increasing revenues! Luckily, mobile internet use is continuing its enormous growth. Networks are expanding their data capacity. But do operators really understand their customer consumption? Could they unlock even more ARPU with increased customer focus and improved services? Service monitoring Telecom operators must understand their customer service needs, especially new trends in mobile broadband services. Networks dimensioned for packet services a few short years ago are now under increasing pressure from the upsurge in mobile data. Deploying systems to investigate the customer experience, peak use times and the most popular services, provides the basis to take the first steps in introducing higher revenue service plans and better quality of service. By matching the service plans to encourage a more even spread of network data throughput, higher revenue services are possible during peak times with the improvement in network service delivery. Furthermore, deploying Deep Packet Inspection (DPI) technology allows policy management to use detailed customer information to enable the operator to offer more attractive service plans for high revenue customers to use their services during peak times. Customer experience Telecom operators in a nearly 100% saturated market are increasing their focus onto their own customers. Many operators may not realise that there are hidden possibilities to further delight customers and stretch their budget with new service guarantees. Nexus can provide additional value data via a network-wide transaction monitoring system for a company-wide strategy to manage customer experiences. The Nexus monitoring system provides: 1. A combined technology system providing a single record of a customer transaction correlated from many network-wide paths through the access and core network links.

2. Service and network performance monitoring with adjustable alarm thresholds to alert Network Operation Centre (NOC) resources of degraded performances before many customers are affected. 3. Customer care with fast access to the customer experience data through searching and while speaking with the customer, determining the correct service complaint to provide the feedback. These basic features for customer experience management can be further enriched with additional systems to gather the full picture of touch points with customers. Evidence at your fingertips Like any good detective, evidence is needed to find the cause of the problem to effect a resolution. To encourage a customer experience focus, the network evidence needs to be online, easily accessible and displayed fast when requested. Nexus monitoring system does just that. Design comprehensive quality thresholds to detect bad experiences in one system for CS and PS services, mobile broadband services and roaming services. Customers will enjoy the services delivered, the attention to detail and service quality and their revenue contributions will increase. Nexus has helped many operators develop business plans to support many deployment projects of our systems. Our customers have confirmed that the MTTR (Mean time to repair) is considerably shorter with NexusNETVIEW and hence prevents the potential loss of vital revenues while systems are degraded. There are many departments within telecoms that benefit from a system deployment, that each can share the realisation of such system deployment projects.

The author is Ian Dawson Senior Marketing Manager, Nexus Telecom, Zurich.

VanillaPlus Jargon Buster ARPU = Average Revenue Per User

VANILLAPLUS DECEMBER/JANUARY 2012

GEN

ACCESS

NETWORKS

Challenging old principles to bring users new services Next Generation Access (NGA) networks are becoming increasingly prevalent as organisations of all types look to service both urban and rural areas with high speed broadband, writes Carina Wadman. Building a network which is open to different operators and content providers can bring enormous benefits for businesses and residential users alike, but these networks need robust operational and business systems to ensure consistent delivery and service quality. Carina Wadman, VP Marketing, Netadmin Systems

As the world wakes up to the broadband challenge, governments and regulatory bodies from across the globe are setting ambitious targets for broadband access, to be met in the coming years. Each year we get new reports by different industry bodies pointing towards a growth in the number of broadband connections. But in reality the actual growth does not happen to the extent promised and

Customers

Services

one wonders why. What are the factors delaying growth? What’s it all about? Financing is one of the main reasons for delayed growth. Even if there are governmental programmes, it’s often troublesome to get access to the funding. The incumbents have a steady income stream from existing operations, and can make an investment with a longer perspective in mind. But for a ‘greenfield’ network and alternative operators it is a more difficult exercise. The growth rate in subscriber numbers can be difficult to foresee and therefore also the revenues. This makes the investment calculation risky. It is important to get attractive services into your network and an effective go-to-market to reach as many subscribers as possible and keep the uptake rate growing steadily.

For small operators, attracting services can be a major problem. Service providers have targets for profitability and delivering services to smaller operators means that they often need to work in different portals, keep different interfaces up to date, while handling mail and billing to many parties.

VANILLAPLUS DECEMBER/JANUARY 2012

This is too costly and itâ&#x20AC;&#x2122;s a more profitable decision not to deliver the service to the small operator. This leads to problems for smaller networks as they are unable to attract enough service providers, making them less attractive to the end users and ultimately they bring in less revenue. Our view is that open access markets with several open access networks (OANs) and service providers (SPs) can easily become a complex and inefficient environment. A lack of standardisation in how different actors cooperate in the market and insufficient automation of business processes between the actors also contributes to this complexity. (see Fig.1) A common scenario is that every service provider has to create a unique integration to each and every access network and their respective support systems in order to operate in the market. This situation results in large operational expenses and a risk of low quality service fulfillment and assurance processes. A solution to this is to have a central and standardised platform. The solution to reaching an efficient platform for an open access market could be standardisation of the interface between the service provider and the network. (see Fig.2) A Service Exchange Platform can provide a single interface for a service provider to manage its services and subscribers in multiple external access networks. This enables efficient service delivery, even in smaller local networks, and thus increases market reach for the service provider. The platform may also be used to create a

Service Provider A

Network 1

Service Provider B

Network 2

Service Provider C

Network 3

marketplace for network services, for example Ethernet Active Line Access (Ethernet ALA) services in FTTx networks. For operators such a platform enables and simplifies the handling of modern, networkbased services. This gives the end customers the possibility of individual and free choices among the offered services. It is our belief that old principles must be challenged in order to offer your customers access to the services of today and tomorrow.

Service Provider A

SEP

Fig.1

Fig.2

Network 1

Service Provider B

Network 2

Service Provider C

Network 3

VANILLAPLUS DECEMBER/JANUARY 2012

MW AMERICAS 2011 REVIEW

Message from Orlando:

Speed and simplify

The TM Forum has revealed the results of its first ever survey of Frameworx adoption, at the same time as it unveiled its Frameworx suite version 11.5. In the survey of 90 service provider members 71% of respondents reported measurable benefits from using Frameworx standards to simplify their IT infrastructure.

Aileen Smith, TM Forum: Taking out unnecessary costs

Martin Creaner, president, TM Forum

The survey shows the proliferation of the Frameworx suite of standards, with four out of five service provider member respondents gaining measurable benefits to simplify their IT infrastructure. TM Forum also released Frameworx 11.5, the latest release of Frameworx which improves customer experience, maximises revenue and transforms cable operations. Morristown, New Jersey-based TM Forum announced the survey results and launch at their annual Management World Americas 2011 event, held in Orlando last month. Survey participants reported that the top reasons for Frameworx adoption include simplifying IT architecture to speed new service rollouts, and reducing integration cost and risk. In fact, 74% of respondents cited Frameworx as an enabler for reducing these costs and risks, with 67% already said to be seeing measurable benefits. The survey also pointed to the growing importance of the Frameworx Conformance Certification Programme for both service providers and suppliers. The programme simplifies the procurement of standards-based software and solutions, providing a simple, clear, independent assessment of Frameworx conformance. Six out of 10 companies (63%) surveyed said they are already mandating Frameworx conformance in relevant RFQ/P (request for quotation / proposal) specifications. In all, 41% of companies report using TM Forum’s Procurement Templates, launched a year ago. To sustain this growing adoption, version 11.5 contains some core extensions as well as guidebooks that focus on the practical uses of Frameworx. These include:

• Three Quick Start Packs that enable rapid, out-of-the-box adoption of critical Frameworx business processes covering New Service Rollout, Trouble to Resolve and TV Everywhere • Methodologies for using Frameworx to realise Information Technology Infrastructure Library (ITIL) as well as standard Business Process Framework-ITIL flows, enabling the practical linkage of existing IT service management to the rest of the business. • Operational Metrics enabling service providers to better manage their businesses • Common Fraud Classifications allowing service providers to determine vulnerability and set protection. “As market pressures increase, service providers must embrace change,” said Shira Levine, directing analyst for next generation OSS and policy, Infonetics Research. “To make this happen, service providers must automate their core business operations using commercial offthe-shelf systems and focus instead on innovative services, partnerships and business models. As a result, we are seeing increased interest in standardised approaches, such as adopting TM Forum’s Frameworx.”

Business Metrics Automation The TM Forum also recently launched the Business Metrics Automation Certification programme which enables software suppliers to independently assess their solutions’ conformance to the TM Forum Frameworx Business Metrics standards. This programme speeds service providers’ access to reliable, real-time benchmarking data and performance analytics, and reduces the time and cost of the overall procurement process by allowing them to easily select products that conform to TM Forum standards.

VANILLAPLUS DECEMBER/JANUARY 2012

The programme certifies that a software supplier’s product is able to interact securely with the TM Forum Business Benchmarking database, including uploading data for the specified standard metrics in the correct format, generating queries, and downloading the query results for use in embedded product dashboards. “Benchmarking has always been timeconsuming and as a result is done infrequently,” said Nancee Ruzicka, director, OSS/BSS Global Competitive Strategies at Stratecast. “By procuring Business Metrics Automation software

with standard metrics and automated data collection and transmission, service providers will be able to monitor their performance with the click of a mouse. They can then focus on analysing the comparative data and making decisions, not on collecting the data.” Suppliers actively involved in the programme since its launch at Management World Dublin in May, include: Clarity, cVidya, HP, Oracle, Subex, and WeDo Technologies. To date, TM Forum has defined 101 industry standard metrics as part of its Business Performance Measurement System.

Service providers and vendors join new Standards Procurement Council to improve procurement efficiency A Standards Procurement Council, comprised of leading service providers and their suppliers, has been set up to establish best practices in the procurement process. The council is the next stage of TM Forum’s programme to simplify standards-based procurement in communications. Speaking to VanillaPlus, Aileen Smith, TM Forum’s head of Collaboration and R&D, said: “At up to US$2 million for a major procurement exercise, the costs of procurement are enormous and sometimes needlessly so. There’s a massive amount of work in an RFP (request for proposal),

little time to do it, and little chance for suppliers to differentiate. But we reckon there’s a lot of commonality in procurement requirements. The council is a collaborative way of taking costs out.” The initial members of the council include Deutsche Telekom, France Telecom, NetCracker, NSN, NTT, Oracle and Reliance Group. They will work together to engage the industry to establish best practices for procurement, encourage adoption of standards-based solutions and achieve IT transparency, efficiency and agility in procurement.

MWC 2012 BARCELONA PREVIEW

Where next with mobiles? The mobile industry is undergoing continuous redefinition. A mobile is a method of spreading the message about a new product, watching television, and connecting to our friends. Mobile technology is embedded in our vehicles, our books, our homes. Mobiles allow the unbanked to send money and can help diagnose illnesses in remote locations. Mobile devices are able to do more than anyone thought was possible, yet we’ve only begun to tap their potential. Where will mobile take us next? At Mobile World Congress 2012: • CEOs of the world’s most influential companies will share their observations and visions of the future while inspiring attendees of our thought-leadership conference • More than 1,400 of the industry’s leading suppliers of mobile products, services and technologies will become part of the most anticipated exhibition of the year • More than 10,000 application developers will gather for App Planet, the Centre of the Mobile Applications Universe, to be educated, energised, and challenged • The world’s largest consumer brands will join

us for mPowered Brands, a new programme designed to accelerate marketers’ knowledge and utilisation of mobile as a marketing medium • We’ll recognise the industry’s greatest achievements, new technologies, innovative devices and ideas through the 17th Annual Global Mobile Awards During the four-day event, 60,000 senior mobile professionals will network and exchange ideas – one of which may further change what we think is possible. For more information on how you can Redefine Mobile, visit www.MobileWorldCongress.com or contact us @MobileWorldLive.

VANILLAPLUS DECEMBER/JANUARY 2012

Communications Market Intelligence from VanillaPlus direct to your desk! EMEA’s LEADING COMMUNICATION SYSTEMS MAGAZINE Who should read VanillaPlus? Anyone interested in delivering profitable Communications, Media and Entertainment (CME) services. Is it for Mobile, Cable or Fixed line Communications? VanillaPlus covers ALL communication types. What’s Different about VanillaPlus? Our Profit Focus! Our Design Style. Our Sense of Humour. Our Industry Connections and Comment.

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e lus 12 Th laP 20 l ni r y Va cto e ir D

12TH EDITION

Jeremy Cowan, Editorial Director

DIRECTORY

2012

Welcome to the 12th Edition of the VanillaPlus Directory. Inside you will find listings for the key companies worldwide in communications Business Support Systems (BSS) and Operations Support Systems (OSS). These are businesses old and new, some global in outlook, others specialist in their focus on a particular market, region or technology. But they all have one thing in common, youâ&#x20AC;&#x2122;ll find their activities reported in VanillaPlus magazine and on our website, VanillaPlus.com. Despite the global economic crisis there are now more companies listed in the VanillaPlus Directory than ever before, 509 to be precise. We hope you will find the products, skills and services you are looking for within these pages or online at: www.vanillaplus.com/vanillaplus_directory/ And donâ&#x20AC;&#x2122;t forget to say that we sent you. Enjoy the new directory! Jeremy Cowan Editorial Director, VanillaPlus

VanillaPlus Directory Sponsored by

VANILLAPLUS DIRECTORY 2012

A-Z OF BSS/OSS COMPANIES

Acision

Sectors: Business Intelligence for Mobile Networks; Customer Behaviour Analytics; Customer Experience Management; Deep Packet Inspection; Mobile Network Optimisation; Quality of Service; Quality of Experience; Service Assurance; Test & Measurement Equipment;

www.acision.com contact@acision.com Tel: +28 378 638 1238 Acision powers innovation and profitable growth in mobile services. As the pioneer of mobile messaging, Acision enables customers worldwide to drive new revenues with innovative services while monetising traffic. Acision's proven products and services, experienced people and service innovation allows organisations to meet the challenges in today’s converging telecommunications market. Acision is at the heart of its customers’ strategic business services, working together to achieve profitable and sustainable growth. Acision’s recognised expertise extends across a portfolio of propositions, products and services and is based upon a global track record, business insight and leading edge technology platform. Sectors: Mobile Messaging and Data Services, Rating & Charging, Location-Based Services; Loyalty & Churn Management

www.astellia.com David Bouchon Field Marketing & Communications Director d.bouchon@astellia.com ZA du Plessis 35772 Vern sur Seiche cedex France Tel: +33 (0)2 99 04 80 60 Astellia is a leading expert in monitoring and optimisation solutions for the quality of service (QoS) and performance of mobile networks. Astellia provides rich insight into subscriber usage and network behaviour in order to help operators deliver the best user experience while increasing network profitability. The company develops, manufactures and sells its solutions to 180 operators and equipment manufacturers in more than 80 countries. Astellia solutions integrate its long experience and knowledge of operators’ needs to cover 2G to 4G technologies from radio access to core networks. In order to help operators move faster towards more profitable networks and services, the Astellia consultancy team shares its deep knowledge through a wide range of services such as network performance audits, telecom training and technical assistance.

2Ergo 4th Screen Advertising ABITEL Consulting GmbH Accanto Systems Accedian Networks Accenture Accipia Ltd ACES Acision ACL Acme Packet acoreus AG ACS Actix Adapt Adare Aepona Affiniti Aicent AIRCOM International Ltd Airwide Solutions Aito Technologies Oy Aktavara Aladdin Knowledge Systems Co. Albany Software Alcatel-Lucent Allot Communications Allround

www.cerillion.com info@cerillion.com 125 Shaftesbury Avenue, London WC2H 8AD UK Tel: +44 20 7927 6000 Established in 1999, Cerillion provides convergent CRM & billing, charging, interconnect, mediation and provisioning solutions to fixed, mobile, cable and multi-service communications providers worldwide. The Cerillion bundled component solution suite supports any deployment model: as an end-to-end pre-integrated business support system, managing the complete lifecycle of customers, products, services and revenues; in a mixed deployment, where selected modules may be replaced by 3rd party applications; or in a pure best-of-breed solution. The system is also fully operational as a complete managed service solution. Cerillion solutions deliver the business agility needed to respond quickly and effectively in a highly competitive environment.

Astellia

COMPANY

Cerillion Technologies

URL 2ergo.com 4th-screen.com abitel.de accantosystems.com accedian.com accenture.com accipia.com aces-co.com acision.com acl.com acmepacket.com acoreus.com acsdallas.com actix.com adaptplc.com adare.com aepona.com affiniti.com aicent.net aircominternational.com airwidesolutions.com aitotechnologies.com aktavara.se aladdin.com albany.co.uk alcatel-lucent.com allot.com allround.net

Sectors: Rating & Charging, Mediation & Collection, Billing (Retail), Billing (Interconnect & Wholesale), Billing & Customer Care

COMPANY Amdocs Amdocs Interactive Analysys Mason Anritsu A/S Apex CoVantage Arantech (Tektronics Communications co.) Argogroup (an Ascom company) Aricent Arieso Arkipelago ARRIS arvato finance Ascom Group Aspect Software, Inc Aspiro Astellia ATDI SA ATIO Atlas Interactive Germany Atos Origin Audilog Groupe Ericsson Autonomy etalk Averox Azoft (a division of DonRiver, Inc) Barcoding, Inc BaseN Basset Global Bercut Ltd

URL amdocs.com changingworlds.com analysysmason.com eu.anritsu.com apexcovantage.com arantech.com argogroup.com aricent.com arieso.com arkipelago.com arrisi.com arvatofinance.com ascom.com aspect.com aspiro.com astellia.com atdi.com atio.com atlasinteractivegroup.de atosorigin.com audilog.com etalk.com averox.com azoft.com barcoding.com basen.net bassetglobal.com bercut.com

VANILLAPLUS DIRECTORY 2012

A-Z OF BSS/OSS COMPANIES

Clarity www.clarity.com marketing@clarity.com Level 3, 15 Blue Street, North Sydney NSW 2060, Australia Tel: +61 2 9925 5000 Clarity provides award-winning solutions for service providers to simplify the operations and management of their communication networks. Clarity’s solutions are used to automate order provisioning, assure the quality of networks and correlated services, manage rapid network deployments, and create and sell innovative products. More than 35 service providers globally use Clarity’s operational management solutions to reduce operational expenditure, minimise capital outlays, improve automation, create revenue streams and improve customer management. Clarity’s solutions are built on a common, modular, product architecture built on industry standard hardware, software and networking solutions. The scalable solution is proven to support Tier 1 carriers with high volumes of users and data. The common architecture and outof-the-box, configurable software provides the lowest total cost of ownership for service providers along with embedded best practices and process-driven workflow to reduce the complexity, risk and cost of operations. Sectors: Advertising, Marketing & Search; Backhaul Management; Cloud Computing; Enterprise Resource Management; Enterprise Resource Planning; IMS Migration & Deployment; IP TV & Video; Inventory, Asset & Element Management; Location & Mobile Mapping; Network & Service Test & Measurement; Network Configuration Management; Mobile Device Management; Network Discovery & Optimisation; Network Performance Management; Number Portability; Order Management; Partner Relationship Management; Partner Settlement; Product Catalogue; Product Lifecycle Management; Service Adoption Management; Service Assurance; 4G, LTE & WiMAX;

CommuniGate Systems GmbH

Billing Components GmbH Bivio Networks Blue Coat Blue Star Infotech Bluestreak Technology Bluetab BMC Solutions Boku Bridgewater Systems Brighterion BroadHop BroadVision BT Business Logic Systems Bytemobile Capgemini Casewise CA Technologies CBOSS Corporation CellVision AS Celona Technologies Centile Ceragon Networks Cerillion CGI Check Point Software Technologies Ltd Ciqual Cisco

VANILLAPLUS DIRECTORY 2012

Sectors: Cloud Communications Software; Instant Messaging & Presence; Secure Email; Unified Communications; UC Centrex; VoIP, IP PBX;

Comptel

www.comptel.com info@comptel.com P.O. Box 1000, FI-00181 Helsinki, Finland Tel: +358 9 700 1131 Comptel Dynamic OSS solutions enable telecom service providers to deliver services flexibly and charge them effectively. Comptel's wide expertise in service fulfillment, policy control, mediation and charging empowers our customers to focus on delivering innovative services. Comptel has provided software solutions to over 280 service providers with over one billion subscribers in 85 countries. The Group has over 600 employees worldwide, and net sales were EUR 78 million in 2010. Sectors: Billing (Interconnect, Carrier Access), Billing (Multiplay), Billing (Retail), Billing & Charging (Real-Time), Billing & Customer Care (Combined), Inventory & Element Management, Mediation / Collection, Network & Frequency Planning, Pre-paid Management, Pricing, Rating, Charging, Service Delivery, Assurance & QoS, Service Provisioning & Activation

www.communigate.com E-mail/XMPP/SIP: europe@communigate.com Potsdamer Platz 11, 10785 Berlin, Germany Tel: +49 30 2589 5018 Twitter: @communigate LinkedIn groups: "CommuniGate Systems" & "MVNO Cloud Services"

COMPANY

CommuniGate Systems are leaders in super-efficient, massively scalable unified communications technology for the cloud. The company develops carrier-grade unified communications software that today enables more that 250 carriers and hosting providers to cost-effectively deliver value-added voice and multimedia services over their IP-based networks. CommuniGate Systems provide the only independent, singlesource unified communications technology in the market, and has unprecedented reliability and scale. The company's software comprises of the industry acclaimed CommuniGate Pro™, Pronto!™ and UC Centrex™, delivering email, instant messaging, presence, file-sharing, collaboration, groupware, mobile synchronisation, mobile push, VoIP, IP PBX, SMS integration, desktop and web applications all come from a single package. Pronto video demos: www.communigate.com/main/pronto Communications in the Cloud demos and downloads: www.uccentrex.com

URL billing-components.com bivio.net bluecoat.com bsil.com bluestreaktech.com bluetab.net bmcsolutions.co.uk boku.com bridgewatersystems.com brighterion.com broadhop.com broadvision.com http://business.bt.com businesslogicsystems.com bytemobile.com capgemini.com casewise.com ca.com cbossgroup.com cellvision.com celona.com centile.com ceragon.com cerillion.com cgi.com checkpoint.com ciqual.com cisco.com

COMPANY Clarity Clarity Integration Ltd Clarity Classifeye Clearswift Comarch AS CommScope CommSolv CommuniGate Systems Communications Fraud Control Assoc Comptel Corporation Computaris Compuware Comsearch (a Commscope co.) Comverse Comviva ConceptWave Condico Connectiva Systems, Inc Consona CRM Consult-Hyperion Continuous Computing Convergys CopperEye Cordys Creanord Ltd CreditCall CRM Technologies

URL clarity.com clarity-integration.com clarity.com classifeye.com clearswift.com comarch.com/telecommunications commscope.com commsolv.com communigate.com cfca.org comptel.com computaris.com compuware.com comsearch.com comverse.com comviva.com conceptwave.com condicomobile.com connectivasystems.com consona.com chyp.com ccpu.com convergys.com coppereye.com cordys.com creanord.com creditcall.com crmtechnologies.com

A-Z OF BSS/OSS COMPANIES

Comviva Technologies

100 global communications service providers including AT&T, Comcast, DISH Network, France Telecom, MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG International offers a broad portfolio of licensed and Software-as-a-Service (SaaS) based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. For more information, visit www.csgi.com

www.comviva.com info@comviva.com Cyber House Molly Millars Lane Wokingham RG412PX UK Tel: +44 118 989 0144 +44 118 989 0155 Comviva, with over a decade of experience, is a global leader in providing mobile solutions beyond VAS (value-added services). Comviva is a pioneer in developing and deploying solutions that enhance operator efficiencies and improve business results. By adding value at every stage of the customer life cycle – from pre-paid subscription to e-top up to customer care, and from real-time promotions and loyalty management to billing solutions – Comviva has helped operators rationalise costs, accelerate revenue growth and enhance customer value. Comviva offers flexible solution delivery model including capacity-based licensing, transaction-based variable pricing or complete end-to-end managed services model for its innovative solutions. Comviva’s leading solutions have been leveraged by 110 mobile operators in more than 85 countries to deliver enhanced value added services to over 650 million subscribers. Sectors: Application Delivery Platforms (Messaging, Voice/Video, Remote Application Environment platforms); Mobile Applications (Voice/Video, Music, Gaming, Messaging, Self-Care, Call Completion); Mobile Money & Recharge and Customer Value & Retention; VAS Infrastructure (SMS, USSD messaging, Mobile Internet)

CSG International www.csgi.com emeainfo@intecbilling.com Wells Court Albert Drive Woking Surrey GU21 5UB UK Tel: +44 1483 745800 CSG International is a market-leading business support solutions and services company serving the majority of the top

COMPANY CSG International CSR CTI Group Current Analysis Customer Value Partners cVidya Networks CyberSource Cycle30 Devoteam Data Track Technology PLC Dataflow Communications Ltd deCarta, Inc Dialogic Corporation Diginotar Digital Fuel Technologies, Inc DigitalRoute Dimension Data DNS DragonWave EastWind Easynet ECI Telecom ECT - Telecom eGain Elitecore Technologies Ltd Eltel Networks EMC Ionix Emida

URL csgi.com csr.com ctigroup.com currentanalysis.com cvpcorp.com cvidya.com cybersource.com cycle30.com devoteam.com datatrackplc.com dataflow.net decarta.com dialogic.com diginotar.com digitalfuel.com digitalroute.com dimensiondata.com dns.co.uk dragonwaveinc.com eastwind.ru easynet.com ecitele.com ect-telecoms.com egain.com elitecore.com eltelnetworks.com emc.com emida.net

Sectors: Billing (Interconnect, Carrier Access); Billing (Multiplay); Billing (Outsourced / Managed Service); Billing (Retail); Billing (Split); Billing & Charging (Real-Time); Billing & Customer Care; Convergent Pre-/Post-Paid; Customer Relationship Management; M2M Communication Services; Mediation / Collection; Messaging Aggregation & Billing; Partner Relationship Management; Pricing, Rating, Charging; Revenue Assurance & Audit; Revenue & Risk Management; Roaming Settlement & Clearing; Rules-Based Discounting; Service Provisioning & Activation; Subscriber Policy Management; Supplier / Partner Settlement; Systems Integration; Workflow Management;

CTI Group www.ctigroup.com jroell@ctigroup.com 333 N Alabama St., Suite 240 Indianapolis, IN 46214, USA Tel: +1 317-262-4879 CTI Group is a leading developer of telecommunications solutions for fixed, mobile and converged communications. Our applications for analytics and reporting, e-billing, interaction recording and quality management are utilised by carriers, service providers, multi-national corporations and their customers around the world. CTI Group applications are used to Monitor, Measure and Manage the complexities of unified communications environments for organisations of all sizes. Our solutions represent more than 30 years of experience in converting the content from our call traffic detail, e-billing and telephony workflow tools into actionable information. Sectors: Billing & Customer Care; Call Accounting & Recording; Convergent Pre-/Post-Paid; Corporate Call Management; Customer Relationship Management; eBilling, ePayment & ePresentment; Loyalty & Churn Management; Telemanagement;

COMPANY Empirix, Inc empolis arvato End2End Endace Ltd ENTEREST GmbH Entuity Envivio Equinox IS Ergon Ericsson eServGlobal ESKADENIA Software ETI Software Solutions, Inc EuroMACC Ltd Eurotime Solutions Ltd Evidian (a Groupe Bull co.) Evistel Evolved Intelligence Ltd Evolving Systems Excentis EXFO Experian Experian Payments EyeBill Interactive Solutions F5 Networks FICO FIQAS Software BV Fiserv

URL empirix.com empolis.com end2end.net endace.com enterest.eu entuity.com envivio.com equinoxis.com ergon.ch/en/telecom ericsson.com eservgobal.com eskadenia.com etisoftware.com euromacc.com eurotimesolutions.co.uk evidian.com evistel.com evolved-intelligence.com evolving.com excentis.com exfo.com experianplc.com experianpayments.com eyebill.net f5.com fico.com fiqas.nl fiserv.com

VANILLAPLUS DIRECTORY 2012

A-Z OF BSS/OSS COMPANIES

eGain

FTS

www.egain.com telco@egain.com 258 Bath Road, Slough Berkshire SL1 4DX, UK Tel: +44 (0) 1753 464748

www.fts-soft.com info@fts-soft.com 8 Maskit St, Israel 46120 Tel: +972 9 9 526 500

eGain (EGAN) is the leading provider of customer service and contact centre software for cloud and on-premise deployment. Trusted by prominent enterprise worldwide, eGain has been helping businesses achieve and sustain customer service excellence for more than a decade. The eGain Telecommunications proposition will assist your organisation to: • Reduce subscriber churn • Improve first call resolution • Drive down operating costs • Manage business consolidations • Increase Customer satisfaction Sectors: Billing & Customer Care; eBilling; Contact Centres & Hubs; Customer Experience Management; Customer Interaction Management; Customer Lifecycle Management; Customer Relationship Management; Loyalty & Churn Management;

EXFO www.exfo.com info@exfo.com 400 Godin, Quebec (Quebec), Canada, G1M 2K2 Tel: +1 418 683 0913 Listed on the NASDAQ and TSX stock exchanges, EXFO is among the leading providers of next-generation test and service assurance solutions for wireless and wireline network operators and equipment manufacturers in the global telecommunications industry. The company offers innovative solutions for the development, installation, management and maintenance of converged, IP fixed and mobile networks — from the core to the edge. Key technologies supported include 3G, 4G/LTE, IMS, Ethernet, OTN, FTTx, and various optical technologies (accounting for an estimated 35% of the portable fibre-optic test market). EXFO has a staff of approximately 1,800 people in 25 countries, supporting more than 2,000 telecom customers worldwide.

COMPANY Flash Networks Fluke Networks, Inc FML FROX communication FTS Gemalto GENBAND generationE Technologies Generic Software Consultants Ltd Genesys (an Alcatel-Lucent co.) Gensym (a Versata Enterprises co.) GeoCentric Getronics NV Gintel GIPS Group Global 360, Inc Google GRUPO DELAWARE GSMA Harris Stratex Networks HP Horsebridge Networks Huawei i-conX solutions Ltd i2 (a Silver Lake Sumeru co.) IBM Corp ICare Identify Networks

VANILLAPLUS DIRECTORY 2012

URL flashnetworks.com flukenetworks.com fmlsolutions.com frox.com fts-soft.com gemalto.com genband.com generationetech.com generic-software.com genesyslab.com gensym.com geocentric.com getronics.com gintel.com gips.net global360.com google.com grupodelaware.com gsma.com harrisstratex.com hp.com horsebridge.net huawei.com iconxsolutions.com i2.co.uk ibm.com icare.it identifygroup.co.uk

FTS is a leading provider of billing, customer care and policy control solutions for communications and content service providers. By analysing events from a business standpoint rather than just billing them, FTS allows providers to better understand their customer base and leverage business value from every event and interaction. FTS deploys its full range of end-to-end, stand-alone and add-on solutions to customers in over 40 countries and has implemented solutions in wireless, wireline, cable, content and broadband markets including multiple cross-network installations. Serving the evolving needs of both traditional and next generation service providers, the company’s operations comprise international R&D locations and strategically-located sales support offices worldwide. Sectors: Billing & Customer Care; Policy Control;

Identify Networks www.identifynetworks.com Jason Bandy, Group Director of Sales jason.bandy@identifynetworks.com Elsinore House, 43 Buckingham Street Aylesbury, Bucks HP20 2NQ, UK Tel: +44 (0)1296 611 300 Identify Networks has an unrivalled knowledge of the global OSS/BSS talent pool. The speed and quality of the talent we provide helps communications companies and their partners to design, operate and monetise network systems. We specialise in the supply of permanent and contract resource, and pride ourselves on our ability to quickly deliver high quality talent matches while providing world class customer service. Sectors: Executive Recruitment; Search & Selection

INFONOVA GmbH www.infonova.com infonova@infonova.com Seering 6, 8141 Unterpremstätten/Graz, Austria Tel: +43 316 8003 Infonova, founded in 1989, specialises in providing technology and business-oriented solutions and services to telecommunications, media, finance, utility and convergent industries. Infonova’s BSS solutions have been implemented for incumbent, attacker and COMPANY IIR Telecoms & Technology ILOG Incognito Software Indra Sistemas Info Directions Infonova Infor Informa Telecoms & Media Informatica Corp Information Engineers Infosys Technologies InfoVista Ingenico Ingres Corp Inline Telecom Solutions InnoPath Software Innopay Integralis AG Integration Consortium Inteligentis Intelliden, Inc. Interactive Intelligence, Inc International Turnkey Systems (ITS) Intersec InterSystems Corp INTRACOM TELECOM Invivo Ipanema Technologies

URL iir-telecoms.com ilog.com incognito.com indra.es infodirections.com infonova.at infor.co.uk informatm.com informatica.com idest.co.uk infosys.com infovista.com ingenico.com ingres.com inlinetelecom.ru innopath.com innopay.com integralis.com integrationconsortium.org inteligentis.com intelliden.com inin.com its.ws intersec.com intersystems.com intracom-telecom.com invivosoft.com ipanematech.com

A-Z OF BSS/OSS COMPANIES

cable operators supporting triple & quadruple play service portfolios. Encapsulating decades of knowledge, Infonova’s latest BSS product, R6 is a fully J2EE platform that supports real multi-tenant concept-to-cash operations for fully convergent and complex multi-industry 2.0 business models while also supporting Telco 1.0 simultaneously. R6 also delivers transformation scenarios and Pre- & Post-paid Convergence at a fraction the cost and time of traditional integration scenarios. Sectors: Billing (Multiplay); Billing (Outsourced / Managed Service); Billing (Retail); Billing (Split); Billing & Charging (Utility); Billing & Customer Care; Convergent Pre-/Post-Paid; Corporate Call Management; Credit, Cost & Debt Management; Customer Experience Management; Mediation / Collection; Partner Relationship Management; Pricing, Rating, Charging; Product Lifecycle Management; Rules-Based Discounting; Service Provisioning & Activation; Systems Integration; Web-based Selfcare; Web Billing / Payment / Presentment; Workflow Management;

JDSU www.jdsu.com paul.gowans@jdsu.com 7 Lochside View, Edinburgh Park Edinburgh EH12 9DH, UK Tel: +44 131 666 6150 JDSU is a world leader in communications testing, offering industry leading test solutions that measure, monitor, report and troubleshoot the quality of service, quality of customer experience and performance of the entire range of wireless and wireline telecommunications networks, including evolving technologies such as LTE, UMTS, HSDP+, VoIP, IMS, Ethernet and IPTV. Our wireless test capabilities for UMTS and LTE are widely recognised in the industry, and awards include Informa’s 2010 Best Network/Device Testing Product for LTE. Sectors: Network Test & Measurement; Service Assurance; Training; VoIP Applications;

InfoVista www.infovista.com mlippe@infovista.com Marc Lippe, Director Corporate and Field Marketing 6, rue de la Terre de Feu, 91952 Courtaboeuf Cedex, France Tel: +33 1 64 86 85 56 InfoVista is the leading provider of software solutions for performance assurance of IP based application and network services. We empower managed service providers, mobile and broadband operators to transform their IT infrastructure into a distinctive asset for revenue generation, customer loyalty and business agility by adopting a quality centric approach to expedite the launch of innovative, differentiated and performing services ahead of the competition. InfoVista carrier-class, integrated and patented performance assurance platform empowers telecom operators to holistically and cost-effectively monitor and ensure availability and quality of service on the infrastructure, services and applications they deliver while keeping operational costs as low as possible. InfoVista is the performance assurance platform of choice of 80% of the world’s largest communication service providers. They are equipped with the actionable visibility and the intelligence to process customised information in real-time to effectively manage the quality of their managed, cloud-based, application -aware, wireless, backhaul and broadband services, thereby ensuring a high-quality user experience across the all-IP network. Sectors: Customer Experience Management; Network Performance Management; Service Delivery Assurance & QoS;

COMPANY iPass iisy ITU IXIA Ixonos JDSU Jones Cyber Solutions Ltd Junifer Systems Juniper Networks Kabira Technologies Kalido KANA Kansys Inc Kapsh Kcom Keynote Kineto Wireless Kobil Kognitio Kroll Ontrack KXEN Leostream Lionbridge Logica LogicManse LogiSense LogNet Systems Loyalty Partner Solutions GmbH

URL ipass.com iisy.de itu.int ixiacom.com ixonos.com jdsu.com jonescyber.com junifersystems.com juniper.net kabira.com kalido.com kana.com kansys.com kapsch.net kcom.com keynote.com kineto.com kobil.com kognitio.com krollontrack.co.uk kxen.com leostream.com lionbridge.com logica.co.uk logicmanse.com logisense.com lognet-systems.com lpsolutions.com

M2M Now www.m2mnow.biz info@m2mnow.biz WKM Ltd, Suite 28, 30 Churchill Square, Kings Hill, West Malling, Kent ME19 4YU, UK Tel: +44 (0)1732 897652 M2M Now is the sister title to VanillaPlus and the first global magazine dedicated to machine-to-machine communications (M2M) communications. It explores the evolving opportunities and challenges facing M2M service providers, and passes on lessons learned from those who have taken the first steps in next generation enterprise services. M2M Now covers all industries using fixed line, satellite & wireless M2M networks for business-to-business users and consumers’ connected devices. These industries include: automotive, energy & water utilities, fleet management & logistics; healthcare, manufacturing, retail & vending, security & access control, telecoms, and transport & telematics. The magazine is supported by a portal (www.m2mnow.biz) featuring exclusive C-Level Interviews (on video & in print) with executives from Network Operators, Service Providers & Aggregators, Device, Platform & Technology Enablers, Solution Vendors, and Corporate End Users. Go to: www.m2mnow.biz Sectors: Connected & Embedded Devices; M2M Communication Services;

COMPANY LTC International M2M Now magazine & portal MACH Mahindra Satyam Mala Communications Maporama International MATRIXX Software MaxBill Ltd mBlox MDS MDS Lavastorm Analytics MegaSys Computer Technologies Metastorm Metaswitch Networks Metracom MetraTech Corp MGt plc Micro Focus International Microsoft MIND CTI Mi-Pay Moba Consulting Mobile Distillery Mobilis Networks Ltd Mobipay International SA mobivention Mojiva Moneybookers

URL ltcinternational.com m2mnow.biz mach.com mahindrasatyam.net mala-communications.co.uk http://world.maporama.com matrixxsw.com maxbill.com mblox.com martindawessystems.com lavastorm.com megasys.com metastorm.com metaswitch.com metracom.fr metratech.com mgtplc.com microfocus.com microsoft.com mindcti.com mi-pay.com mobaconsulting.com mobile-distillery.com mobilis.com mobipay.es mobivention.com mojiva.com moneybookers.com

VANILLAPLUS DIRECTORY 2012

A-Z OF BSS/OSS COMPANIES

MACH

MetraTech is a venture-backed, privately held company whose investors include Accel Partners, Bessemer Venture Partners, Meritech Capital and Vesbridge Partners.

www.mach.com info@mach.com Tel: +352 27 756 280 MACH connects and monetises the telecom world. It provides its 650 operator customers with roaming, interconnect, messaging, and direct billing solutions, all integrated with its US$10bn / year operator settlement capability. It is the largest provider of data and financial clearing solutions for wireless roaming and operates the globe’s largest and fastest-growing open connectivity roaming hub, Link2One. It inserts the operator in the content and application value chain and serves the reseller and wholesaler community with its A2P messaging solutions. Headquartered in Luxembourg, MACH has offices in 12 countries and employs more than 1,000 people worldwide. Its customers include Orange, Telefonica, T-Mobile, Telus, Verizon Wireless and Microsoft, as well as enterprise messaging customers like KLM. Sectors: Behaviour Analytics; Billing (Interconnect & Wholesale); Billing Analysis; Business Analysis & Intelligence; Customer Analysis; eBilling, ePayment & ePresentment; M2M Communication Services; Mediation & Collection; Mobile Messaging; Outsourcing; Partner Relationship Management; Revenue Assurance, Fraud Control & Prevention; Roaming Clearing & Settlement;

MetraTech www.metratech.com MetraTech Corp. 200 West Street Waltham, MA 02451, USA Tel: +1 781 839 8300 MetraTech Corp offers an innovative approach to billing, compensation and customer care. We empower organisations to embrace change through a unique agreements-based billing and compensation solution that models and supports fluid, personalised multi-party agreements. We automate business processes and business models to address rapidly changing or complex business strategies. Our products are deployed globally, and our customers use MetraTech to securely collect revenue, compensate partners and manage their customer lifecycle in 12 languages, 28 currencies and 90 countries. Customers include The Depository Trust and Clearing Corporation (DTCC), CETIP, the City of Chicago, Microsoft Online, PGi and OnStream (National Grid). The company is headquartered in Boston, USA, with offices in San Francisco, Munich, Paris, Singapore, Rio de Janeiro and London. COMPANY MoreMagic Solutions, Inc Moriana Group Motive (an Alcatel-Lucent co.) Motorola Solutions Movius Interactive MTS Ltd MYCOM Myriad Group Nagravision Nakina Systems Narus, Inc NEC NeoMedia Neptuny NetCracker Technology NetEvidence Netezza (an IBM co.) Netformx NetNumber NetQoS NetScout Systems Netsize NetSocket Network Equipment Technologies (NET) Network Cadence Neural Technologies NeuStar NewBay

VANILLAPLUS DIRECTORY 2012

URL moremagic.com morianagroup.com motive.com motorolasolutions.com moviuscorp.com mtsint.com mycom-int.com myriadgroup.com nagravision.com nakinasystems.com narus.com nec.com neom.com neptuny.com netcracker.com net-evidence.com netezza.com netformx.com netnumber.com netqos.com netscout.com netsize.com netsocket.com net.com networkcadence.com neuralt.com neustar.biz newbay.com

Sectors: Billing (for CSPs, Cloud, Financial Services, Conferencing & Collaboration, & New Business Models); Billing Management for Operations & IT; Business Rules for Product Marketing; Charging & Pricing; Commission Management; Convergent Billing; Customer Care & Account Management; E-billing, E-payment and E-presentment; Interactive Reporting; Partner Settlement; Secure E-Payment; Web Self-care (Customers and Partners);

OpenCloud www.opencloud.com Jonathan Bell Edinburgh House St John’s Innovation Park Cowley Road, Cambridge CB1 0WS, UK Tel: +44 (0)1223 395 611 OpenCloud was founded in 2000 to create game-changing telecom service layer software products for the telecom network based on open standards, Java and standard IT computing platforms. OpenCloud delivers open, standards-based service layer transformation solutions to network operators enabling agile delivery of telecom services at dramatically lower pricepoints across next generation IP and legacy networks: • Agile development and delivery of classic and Telco 2.0 telecom services • Telecom Service Broking that enables creation of tailored telecom services from existing IP and legacy network service assets • Session control for real-time online convergent charging for all telecom services Sectors: Billing & Charging (Real-Time); Convergent Pre-/PostPaid; Corporate Call Management; Infrastructure Platforms; Pricing, Rating, Charging; Service Delivery, Assurance & QoS; Systems Integration;

Openet www.openet.com info@openet.com 6 Beckett Way Park West Business Park Dublin 12, Ireland Tel: +353 1 620 4600 COMPANY Nexagent (an EDS business) Nexus Telecom AG nicholson Search & Selection NMS Communications Noetica Nokia Siemens Networks Nortel Novarra The Now Factory NTG Clarity Networks Nuance Communications, Inc OASIS Systems Objective System Integrators (OSI) On Demand Group OneAccess OneVu Ontology Systems Onyx Software Open Text Corp OpenCloud Ltd Openet OpenTrust OpenWave Opteq International Opus Advance Business Solutions Oracle Orga Systems GmbH Outbox

URL nexagent.com nexustelecom.com nicholsonintl.com nmscommunications.com noetica.com nokiasiemensnetworks.com nortel.com novarra.com thenowfactory.com ntgclarity.com nuance.com oasissystems.com osi.com ondemand.co.uk oneaccess-net.com onevu.com ontology.com onyx.com opentext.com opencloud.com openet-telecom.com opentrust.com openwave.com opteqint.net opusabs.net oracle.com orga-systems.com outbox.pl

A-Z OF BSS/OSS COMPANIES

Openet is an innovative provider of Service Optimisation Software (SOS) to tier one communications and media service providers, and a world leader in proven policy management solutions. To succeed, today’s operators must know their customers, deploy innovative business models and control the allocation of network resources. Openet's offerings are engineered to attract subscribers and provide an optimal experience, minimise the cost to serve them and maximise revenue — making the most of every network and customer. Ranked #1 by Infonetics, Openet’s Policy Manager and associated software has been deployed by operators in the United States, Europe, Asia, Africa, the Middle East and Latin America. For more information, please visit: www.openet.com Sectors: Mediation; Policy Management; Real-Time Charging; Subscriber Data Management;

Orga Systems Andreas Freund, Vice President Marketing AFreund@orga-systems.com www.orga-systems.com Tel: +49 5251 8749 3061 (M): +49 175 2 98 18 31

Alex Danyluk, Senior Director, SaaS/ISV Alliances Adanyluk@parallels.com Tel: +1 303 885 7620 Parallels is a worldwide leader in Cloud service enablement and brokerage automation for communication service providers (CSPs) such as KPN, Charter Communications, and Korea Telecom. Founded in 1999, Parallels is a fast-growing company with more than 800 employees in North America, Europe, and Asia. For more information, please visit www.parallels.com/csp and follow us on Twitter at www.twitter.com/ParallelsCloud

Redknee

Sectors: Billing (Multiplay); Billing (Outsourced / Managed Service); Billing (Retail); Billing & Charging (Real-Time); Billing & Charging (Utility); Billing & Customer Care; Business Intelligence & Process Management; Convergent Pre-/Post-Paid; Corporate Call Management; Customer Experience Management; Customer Relationship Management; Documentation / Bill Design; Infrastructure Platforms; Loyalty & Churn Management; M2M Communication Services; Mediation / Collection; Pre-paid Management; Pricing, Rating, Charging; Revenue Assurance & Audit; Service Delivery, Assurance & QoS; Systems Integration; Web Billing / Payment / Presentment; Workflow Management;

Ovum Panviva Parallels Partner Telecom Passlogix Patni Pega Persistent Systems Pilat Media Global PLC Pitney Bowes Business Insight Pivetal Polystar Pontis Portrait Software Practiv Praesidium (Consulting division of WeDo) PRAGMATEK Consulting Group PRD Technologies PricewaterhouseCoopers Primal Solutions, Inc Prime Carrier Ltd Prior Analytics Ltd Prism Technology Pro:Atria Ltd Progress Software Pronto Networks PSD PSI AG Psytechnics Ltd

www.parallels.com/csp Joshua Beil Director, Service Provider Marketing jbeil@parallels.com Tel: +1 425 988 4103

Sectors: Brokerage Automation; Cloud Service Enablement;

Orga Systems’ convergent real-time charging and billing portfolio enables profitable business for Telecommunication Companies, Mobile Finance Institutions, Telematics and Energy Suppliers. Orga Systems’ products and consulting services are designed for living in a connected world: scalable architecture, outstanding performance, lowest rating latency and consequent customer-centricity ensure reliable access to any kind of next generation mobile services. Worldwide 40+ customers, serving 350+ M subscribers, rely on Orga Systems and achieve competitive advantages in their industry: reduced OPEX, real time-to-market, short-termed ROI as well as beneficial access to new value chains.

COMPANY

Parallels, Inc.

URL ovum.com panviva.com parallels.com partnertelecom.com passlogix.com patni.com pega.com persistentsys.com pilatmedia.com pbinsight.com pivetal.com polystar.com pontis.com portraitsoftware.com practiv.com praesidium.com pragmatek.com prdtechnologies.co.uk pwc.com/gx/en/communications http://primalsolutions.net primecarrier.com prior-analytics.com prismtechnology.net proatria.com http://web.progress.com prontonetworks.com psdgroup.com psi.de/en psytechnics.com

www.redknee.com contact@redknee.com 2560 Matheson Bvld East, Mississauga, Ontario, Canada L4W 4Y9 Tel: +1 905 625 2622 Redknee is a leading global provider of innovative communication software products, solutions and services. Redknee's awardwinning solutions enable wireless, multi-service and alternate service providers to monetise the value of each subscriber transaction while personalising the subscriber experience to meet mainstream, niche and individual market segment requirements. Redknee's revenue-generating solutions provide advanced converged billing, rating, charging, policy and wholesale settlement for innovative data offerings, messaging, and voice services to over 90 network operators in more than 50 countries. Sectors: Billing & Customer Care ; Billing (Convergent Pre- & Post-paid); Billing (Interconnect & Wholesale); Billing (Retail); Billing (Utility); eBilling, ePayment & ePresentment; Mediation & Collection;

COMPANY Qualcomm Qualitative Change Quova Radialpoint RadioFrame Networks Rapid Mobile Red Bend Redknee Redwood Systems Ltd Roamware Rodopi Software Round (UK) Ltd RR Donnelly Samsung Sandvine SAP Sapient SAS Scorecard Systems Seeker Wireless Segala Service2Media Servista Sevone Shenick Sicap Sierra Wireless Sigma Systems Simon Kucher & Partners

URL qualcomm.com qualitativechange.com quova.com radialpoint.com radioframenetworks.com rapid-mobile.com redbend.com redknee.com redwoodsystems.co.uk roamware.com rodopi.com round.co.uk rrdonnelley.com samsungnetwork.com sandvine.com sap.com sapient.com sas.com scorecardsystems.com seekerwireless.com http://segala.com service2media.com servista.com sevone.com shenick.com sicap.com sierrawireless.com sigma-systems.com www2.simon-kucher.com

VANILLAPLUS DIRECTORY 2012

A-Z OF BSS/OSS COMPANIES

SAP www.sap.com/industries/telecom Dietmar-Hopp-Allee 16, 69190 Walldorf, Germany Tel: +49 6277 7 47474 SAP for telecommunications provides service providers with a world class, industry specific business process platform that helps them quickly adapt to market demands and embrace new business models in a fast changing convergent landscape. SAP solutions for telecommunications provide support for end-toend business processes across the industry value chain ranging from CRM and order management, dealer and point-of-sale management to customer financials management and high volume convergent billing. With over 1,300 customers in telco and media segments, SAP for telecommunications has delivered strong business results and is the leading business process platform for the telecommunications industry. Through the acquisitions of Highdeal and of Business Objects, SAP's market leadership is strengthened in the areas of high volume consume to cash. Sectors: Billing (Multiplay); Billing (Retail); Billing & Charging (Real-Time); Billing & Charging (Utility); Billing & Customer Care; Business Intelligence & Process Management; Convergent Pre-/Post-Paid; Corporate Call Management; Customer Experience Management; Customer Relationship Management; Infrastructure Platforms; Mediation / Collection; Partner Relationship Management; Predictive Customer Analytics; Prepaid Management; Pricing, Rating, Charging; Systems Integration; Web Billing / Payment / Presentment; Workflow Management;

Tektronix Communications 3033 W President George Bush Highway Plano TX 75075, USA www.tektronixcommunications.com Tel: +1 469 330 4000 Tektronix Communications enables the world’s largest network operators, network equipment manufacturers and cable companies to design, build, deploy and manage today communications network infrastructure, including fixed, mobile,

COMPANY Singularity SITRONICS Telecom Solutions Sixth Sense Media Skuku SL Corporation Sofrecom (a France Telecom–Orange Group co.) Softrax (AFS Financial Solutions) Software AG Solera Networks Sonus Networks Sopra Group Spirent Communications plc Starhome Steria Stork Ltd Strand Consult StreamServe Subex Sun Microsystems Sunrise Telecom SunTec Business Solutions Suntech Technologies, Inc. SurfKitchen Sword ciboodle Swyx Sybase (an SAP company) Sygnity Symantec Corp Symsoft

VANILLAPLUS DIRECTORY 2012

URL singularity.co.uk sitronicsts.com sixthsensemedia.com skuku.com sl.com sofrecom.com softrax.com softwareag.com soleranetworks.com sonusnet.com sopragroup.com spirent.com starhome.com steria.com storkltd.com strandconsult.dk streamserve.com subexworld.com sun.com sunrisetelecom.com suntecgroup.com suntechtechnologies.com surfkitchen.com sword-ciboodle.com swyx.com sybase.com signity.pl symantec.com symsoft.com

IP and converged multi-service networks. Its portfolio of test, measurement and monitoring product offerings support current and advanced protocols, applications and architectures. Tektronix Communications systems manage more than 30 per cent of the world’s calls, and its network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries across the globe. Sectors: Application Performance Management; Customer Experience Management; Inventory, Asset & Element Management;

Telcordia www.telcordia.com One Telcordia Drive, Piscataway, NJ 08854, USA Tel: +44 (0)1276 515515 Tel: +1 732 699 5800 Telcordia is the global leader in the development of mobile, broadband, and enterprise software and services, with an unparalleled depth of expertise that allows us to fully understand our customers’ challenges - no matter how complex, respond appropriately, and deliver as promised. Telcordia enables communications service providers to operate more efficiently, drive revenues, and deploy innovative, differentiated new services, through its consulting, next generation OSS, network and application interconnection, service delivery and charging, industry research, and new technology development solutions. Telcordia has offices throughout North America, Europe, Asia, and Central and Latin America. Sectors: Billing & Charging (Real-Time); Convergent Pre-/PostPaid; Customer Experience Management; Device Management (Over The Air); Inventory & Element Management; Network Configuration Management; Network Performance Management; Network Risk & Trouble Management; Network & Frequency Planning; Number Management; Number Portability; Order Management; Outsourcing & Hosting; Parental & Access Control; Pre-paid Management; Product Lifecycle Management; Service Delivery, Assurance & QoS; Service Provisioning & Activation; Subscriber Policy Management; Systems Integration; Test & Measurement Systems; Workflow Management;

COMPANY Synchronica Synchronoss Technologies, Inc Syniverse Technologies T-Systems Tail-F Systems Talisma Corp (an nGenera company) Tango Telecom Tanla Solutions Ltd Tata Tech Mahindra Technology Research Institute Tecnotree Tekelec Tektronix Communications Telarix, Inc Telchemy, Inc Telcordia (an Ericsson co.) Telcotec TeleBilling TelecityGroup Telecom Inventory LLC Telehouse Europe Telemac Corporation Telepin Teligent Telecom Group Tellabs Telmap Telsis Tempest Technology

URL synchronica.com synchronoss.com syniverse.com t-systems.com tail-f.com talisma.com tango.ie tanlasolutions.com tatacommunications.com techmahindra.com technology-research.com tecnotree.com tekelec.com tektronixcommunications.com telarix.com telchemy.com telcordia.com telcotec.com tele-billing.com telecitygroup.com telecominventory.com telehouse.net telemac.com telepin.com teligent.se tellabs.com telmap.com telsis.com tempest-technology.com

A-Z OF BSS/OSS COMPANIES

VanillaPlus www.vanillaplus.com info@vanillaplus.com Prestige Media Ltd Suite 28, 30 Churchill Square Kings Hill, West Malling Kent ME19 4YU, UK Cherisse Draper, Business Development Director Tel: +44 (0)1732 897646 cherisse@vanillaplus.com

Frequency Planning; Number Management; Number Portability; Order Management; Outsourcing & Hosting; Parental & Access Control; Pre-paid Management; Pricing, Rating, Charging; Product Lifecycle Management; Revenue Assurance & Audit; Revenue Management; Service Delivery, Assurance & QoS; Service Provisioning & Activation; Subscriber Policy Management; Systems Integration; Test & Measurement Systems; Web Billing / Payment / Presentment; Workflow Management;

Mark Bridges, Business Development Manager Tel: +44 (0)1732 897645 mark@vanillaplus.com Nathalie Bisnar, Digital Editor Tel: +44 (0)1732 808690 nathalie@vanillaplus.com Jeremy Cowan, Editorial Director Tel: +44 (0)1420 588638 editorial@vanillaplus.com VanillaPlus is the leading global magazine and web portal dedicated to communications BSS and OSS. It covers billing, customer care, fraud control, network, service and revenue management. Now in its 13th year of publication, VanillaPlus provides news, views and features on systems for profitable communications, digital media and entertainment. It is available on free subscription to qualifying readers, and on paid subscription to all others. The print edition is circulated worldwide six times a year to 5,641 named directors and senior managers within communications network operators and service providers, and distributed at more than 50 key events on 5 continents each year. VanillaPlus.com gives you and 28,000 other online readers free access to exclusive C-Level video interviews, news, blogs, reviews, webinar podcasts, digital editions of the magazine, and an online directory. Sectors: Billing (Multiplay); Billing (Outsourced / Managed Service); Billing & Charging (Real-Time); Billing (Retail); Billing & Charging (Utility); Billing & Customer Care; Business Intelligence & Process Management; Convergent Pre-/Post-Paid; Corporate Call Management; Customer Experience Management; Customer Relationship Management; Documentation / Bill Design; Device Management (Over The Air); Infrastructure Platforms; Inventory & Element Management; Loyalty & Churn Management; M2M Communication Services; Mediation / Collection; Network Configuration Management; Network Performance Management; Network Risk & Trouble Management; Network &

COMPANY Teneo Ltd TEOCO Corporation Teradata Tescom Tevron Thales The Billing College Theta Networks TIBCO Tieto Tilgin TM Forum TM Solutions Ltd TMNG Global TNS, Inc Tollgrade Communications, Inc Transverse Triad Tribold Trigyn Technologies Ltd TTI Telecom (a TEOCO Corp company) TUFF - Telecoms UK Fraud Forum Turkcell Teknoloji Ukash Ulticom Upaid UshaComm Valimo (a Gemalto company) Value Team

URL teneo.co.uk teoco.com teradata.com tescom-intl.com tevron.com thalesgroup.com billingcollege.com thetanetworks.com tibco.com tieto.com tilgin.com tmforum.org tmsols.co.uk tmng.com tnsi.com tollgrade.com gotransverse.com triad.co.uk tribold.com trigyn.com tti-telecom.com tuff.co.uk turkcellteknoloji.com.tr ukash.com ulticom.com upaid.net ushacomm.com valimo.com valueteam.com

COMPANY VanillaPlus magazine & portal Velti Ventraq Verax Systems Veraz Networks SARL Verimatrix Verint VeriSign, Inc Verizon Business Vertek Corp VISA Visionael Corporation Visiongain Vistorm (an EDS company) Vitria Technology, Inc Voice Objects Volubill VOSS Solutions WeDo Technologies Wipro XAL Xelas Software XINTEC XIUS-bcgi xwave (a division of Bell Aliant) Yahoo! ZOHO Corp ZTE Corporation

URL vanillaplus.com velti.com ventraq.com veraxsystems.com veraznetworks.com verimatrix.com http://verint.com verisign.com verizonbusiness.com http://vertek.com visa.com visionael.com visiongain.com vistorm.com vitria.com voiceobjects.com volubill.com voss-solutions.com wedotechnologies.com wipro.com xal.co.uk xelas.com xintec.com xius-bcgi.com xwave.com yahoo.com zohocorp.com zte.com.cn/en/

VANILLAPLUS DIRECTORY 2012

C L O C K I N G

O F F !

New Year, and same [old] resolutions in CSP-land Ladies and Gentlemen, it is my great pleasure to be able to bring you some good news from CSP-land. “What?” I hear you say. “Surely not?” Yes, that’s right, with it being close to Christmas I thought I would treat you to some thoughts from those at the top who say they want to do things better and in a smarter way next year.

The author Mark Dye, is associate editor of VanillaPlus.

Now, I’m a big fan of New Year’s resolutions, although it should be said that I rarely stick to them – as my liver would no doubt tell you if it could speak. Still, it’s best to get the resolutions all down on paper so that you can hold yourself accountable next Christmas when you sheepishly get it out and realise you’ve managed just one. Anyway, according to some independent research by PwC and Oracle into the IT priorities of Europe’s Communication Service Providers (CSPs), next year CIOs intend to ‘Plot a Path to the Future via Smarter Use of IT’. Apparently, now they’ve seen the light, they intend to strike a better balance of in-house and outsourced IT. At the same time, they’ll make better use of applications like customer relationship management in an attempt to move away from the 60% of their OpEx budget they currently spent on ‘maintenance’. Addressing this via a more strategic use of outsourcing and standardisation is certainly something customers could benefit from, and those surveyed stated this was a ‘major priority’. So, expect to see more key areas such as network and fault management, provisioning and order management outsourced as CIOs look to cut overheads and make up for a lack of specific skills in-house. Having said that, the research shows that billing, mediation and reporting will increasingly be done in-house to keep CIOs in touch with the activities and data that continue to shape the business.

Expect COTS to be popular in 2012*

So, in 2012 commercial-off-the-shelf (COTS) 42

VANILLAPLUS DECEMBER/JANUARY 2012

applications will be in favour with CIOs looking to avoid the costs associated with their painful bespoke brothers. In all, 67% of these are said to come at ‘substantial’ budget overruns while requiring greater integration and more careful management. Of course, next year standardisation is important to CIOs too – not that it wasn’t important this year, of course. Nearly all of them (95%) are seeking to increase their use of COTS as part of a drive towards agility and making those partnerships with content and media companies easier to switch on or off. Getting this right will also cut the cost of maintaining restrictive legacy systems in a business often characterised by rapid mergers and acquisitions. What does this all mean? Well, nothing new. Increased use of COTS and the associated lower total cost of ownership will allow CIOs to target more of their budget to growth activities, and in my mind that’s something most ought to have been thinking on for some time. Additionally, that statistic on 88% of CIOs surveyed planning an upgrade to their CRM systems in order to focus on more strategic requirements and revenue drivers such as portal and content applications makes total sense. And the lesson from yesteryear, I mean next year, as Marty McFly might see it? Cut out the dead wood, improve your services... oh, and try to be nice to your customers because customer experience will be the key differentiator. * For a video of expert 2012 Predictions, go to: www.vanillaplus.com