Table of Contents
A. EXECUTIVE SUMMARY (2 pages)
1. Introduction
B. THE FRAUD MANAGEMENT MARKET (6 pages)
1. The Function of a Fraud System
2. How Fraud Management Vendors Tame International Call Fraud & PBX Hijacking
3. VoIP Fraud -- The Pena Case
4. The Basics of Fraud Analysis: Comparing Actual to Expected Usage
5. Fraud and Next Generation Networks
6. The Growth of Mobile Subscription Fraud
7. Internal Fraud
C. CREDIT & COLLECTIONS MANAGEMENT (5 pages)
1. Why Credit Management is Becoming More Vital
2. The Technology Behind Credit Management & Fraud
3. Collections at Business Accounts
D. THE REVENUE ASSURANCE MARKET (7 pages)
1. Why RA is Critical to Next Generation Networks
2. Background & History
3. Revenue Assurance Market Drivers
a. Recover Lost Revenue
b. Fixing Billing & Provisioning Problems
c. Large Organizations Create Large Assurance Problems
d. Mergers Create OSS Chaos
4. Stages of Revenue Assurance Organization Maturity
a. A Simple Revenue Assurance Carrier Organization
b. The Dedicated Team -- Firemen Moving To Focus on Prevention
c. Preventative Revenue Assurance at Verizon Communications
E. REVENUE ASSURANCE FUNCTIONS & APPLICATIONS (17 pages)
1. Switch-to-Bill Reconciliation
2. Revenue Assurance Problems that Lead to Under-Billing
3. Order Entry and Management Errors
4. Call Simulation and Testing
5. Broadband & Data Services Revenue Assurance
a. What makes Data Services Hard to Revenue Assure
b. Typical Error Types in Data Services
c. Solving the Network Crossword Puzzle
d. Mapping Corporate Billing Hierarchies
6. Telco-to-Enterprise Revenue Assurance
a. Audit Schedule: Whenever the Customer Complaints
b. The Scope & Root Causes of Billing Problems
c. Pilot Study: The Extent of Telco-to-Enterprise Assurance Problems
d. Service Acceptance & Outside of Contract Issues
e. Custom Contracts
f. RA Services Opportunities
7. Usage Trending Analysis
8. Content Partner & Profit Management Software
9. Other Revenue Assurance Functions
F. COST MANAGEMENT MARKET (4 pages)
1. Interconnect Billing Analysis
2. Margin Analysis -- Comparing Interconnect Costs to Customer Bills
3. The Increasing Demand for Usage Analysis in Cost Management
4. Electronic Invoice Conversion
G. INTERCONNECT TRAFFIC MANAGEMENT & LEAST COST ROUTING (6 pages)
1. Managing International Interconnect Traffic management
2. How Telarix Manages the International Interconnect Process
3. Least Cost Routing -- A Pre-Billing Form of Cost Management
4. The Traditional Method of Best Route Calculating and Switch Translation
5. The Need for an Automated, Real-Time Solution
6. Using an IN-based Interconnect Server to Dynamically Route Calls
7. Real-Time Interconnect at a Tier 2 Wireless Operator in the U.S.
8. Advantages of a Real-Time IN Interconnect Server in Least Cost Routing
H. PARTNER MANAGEMENT SYSTEMS (2 pages)
1. What is Partner Assurance?
2. Pioneering Partnership Management
3. Interconnect Partnering System for Settling Disputes
I. REVENUE ASSURANCE FOR ADVERTISING & ROYALTIES (2 pages)
1. Advertising Requirements
2. Licensing and Royalties Assurance
J. VIDEO REVENUE ASSURANCE (4 pages)
1. The High Stakes of Video Assurance -- Constantly Improving the Process
2. Managing Multiple Partners and Customers in the Video Chain
3. Set Top Box & Smart Card Piracy Problems
4. How WeDo Helped Cablevision Solve its Pirated Set Top Box Problem
K. DATA INTEGRITY(3 pages)
1. Sources of Data Integrity Problems
2. Systemic vs. Pervasive Data Errors
3. Correcting Data Integrity Problems
4. Business Process Modeling: The Manual Side of Data Integrity
5. Business Process Management Tools
M. CLOUD COMPUTING & SAAS (4 pages)
1. Cloud Computing's Significance in Telecom
2. Managing Peak Events in the Cloud
3. Application Maintenance and Testing in the Cloud
4. The Demand for SaaS Solutions
N. MEDIATION'S ROLE IN THE BSS (2 pages)
1. Mediation: The Basics
2. Shielding Billing Systems From The Network
O. POST EVENT VS. ACTIVE MEDIATION (2 pages)
1. Two Styles of Mediation
2. The Attraction of On-Line Mediation
3. Drivers to Active or On-Line Mediation
4. Why Convergent Mediation is Essential in 3G Networks
5. Features of Active Mediation
P. THE EVOLUTION OF MEDIATION HARDWARE (1 pages)
1. The Impact of Usage Growth and Commodity Hardware
Q. NETWORK POLICY MANAGEMENT (3 pages)
1. The Need for Policy Management in Wireless Broadband
2. Vodafone Hungary Case Study
3. Openet's Dynamic Business Control and Policy Management Solution
4. The Battleground: Traditional Policy vs. Mediation/Charging Players
R. ANALYTICS & BUSINESS INTELLIGENCE (7 pages)
1. Definition of Terms
2. Gaining A Vendor-Specific Definition of Analytics
3. From Spreadsheets to OLTP for Business Intelligence
4. Predictive Analytics
5. Analytics Challenge: Changing the Organization Mindset
6. Why Back Office Integration is so Critical
7. Hardware Choices for Analytics
8. Desktop Analytics Moves Up Market
S. CHURN MANAGEMENT & RETENTION (16 pages)
1. Customer Churn and Its Impact on Operators
2. Goals of a Churn Reduction Program
3. The Root Causes of Churn
4. SAS Institute's Method of Churn Analysis
5. Tracfone Churn Reduction
6. Real-Time Churn Campaign at SK Telecom
7. Bundling as a Retention Tool
8. Fair Isaac’s Champion/Challenger Campaign Technique
9. Portrait Software’s Uplift Campaign
10. Verizon's Customer Retention Program - RETAIN
11. Forensic Data Analysis
12. Proactive Campaigns
13. Outbound Campaigns for Customer Retention
14. Increasing Customer Care Interaction Times
15. Personalization & Customer Segmentation
16. From Buying Behavior To Understanding Why a Customer Buys
T. PROFITABILITY ANALYSIS (6 pages)
1. The Emergence of Pricing Optimization
2. Operations Costs and Profitability Management.
3. Profitability Analysis in Mobile
4. Business Intelligence in Selling Situations
5. How to Assess the Financial Impact of Customers
6. Why Profitability Analysis is not Easy
7. Assessing the Profitability of Large Enterprise Customers
8. Profitability Measured at Acquisition, Origination, and On-Going
9. Types of Data Used to Measure Profitability
10. The Treatment of Unprofitable Customers
U. MOBILE MARKETING & ANALYTICS (5 pages)
1. The Need for a Better Marketing Coordination & Systems
2. The Demand for Mobile Marketing Data
3. Mobile Marketing Automation
4. The Marketing Advantages of an End-to-End Charging & Policy Platform
5. Rich HTML-Based Marketing on the Mobile Data Platform
6. Analytics for Mobile Marketing
7. Handset Analytics
8. Google Marketing Data for Mobile Phones
V. RECOMMENDATIONS (4 pages)
1. Vendor Recommendations
2. Service Provider Recommendations
W. MARKET FORECASTS AND ANALYSIS (10 pages)
1. Revenue Management
2. Mediation
3. Telecom Analytics
X. CASE STUDIES
Revenue Management Case Studies (23 pages)
1. Building a Global Revenue Assurance Program at Cable & Wireless
2. Wireless Revenue Assurance at Cellcom
3. Cable Operator Revenue Assurance Program at Comcast
4. A Combined Fraud & Customer Risk System at TDC Denmark
5. Revenue & Margin Assurance Programs at Vodafone UK
Mediation Case Studies (11 pages)
1. Vodafone Spain Convergent Mediation
2. Advanced 3G Mediation at SK Telecom in Korea
3. Birch Telecom -- Mediation for Cost Reduction, Business Expansion, & VoIP Migration
Analytics Case Studies (16 pages)
1. BT Group Customer Satisfaction Improvement
2. NEXTEL’s Churn Management Program
3. VTR Real-Time Marketing of Triple Play Services in Chile
Y. VENDOR PROFILES (195 pages)
1. Introduction
B. THE FRAUD MANAGEMENT MARKET (6 pages)
1. The Function of a Fraud System
2. How Fraud Management Vendors Tame International Call Fraud & PBX Hijacking
3. VoIP Fraud -- The Pena Case
4. The Basics of Fraud Analysis: Comparing Actual to Expected Usage
5. Fraud and Next Generation Networks
6. The Growth of Mobile Subscription Fraud
7. Internal Fraud
C. CREDIT & COLLECTIONS MANAGEMENT (5 pages)
1. Why Credit Management is Becoming More Vital
2. The Technology Behind Credit Management & Fraud
3. Collections at Business Accounts
D. THE REVENUE ASSURANCE MARKET (7 pages)
1. Why RA is Critical to Next Generation Networks
2. Background & History
3. Revenue Assurance Market Drivers
a. Recover Lost Revenue
b. Fixing Billing & Provisioning Problems
c. Large Organizations Create Large Assurance Problems
d. Mergers Create OSS Chaos
4. Stages of Revenue Assurance Organization Maturity
a. A Simple Revenue Assurance Carrier Organization
b. The Dedicated Team -- Firemen Moving To Focus on Prevention
c. Preventative Revenue Assurance at Verizon Communications
E. REVENUE ASSURANCE FUNCTIONS & APPLICATIONS (17 pages)
1. Switch-to-Bill Reconciliation
2. Revenue Assurance Problems that Lead to Under-Billing
3. Order Entry and Management Errors
4. Call Simulation and Testing
5. Broadband & Data Services Revenue Assurance
a. What makes Data Services Hard to Revenue Assure
b. Typical Error Types in Data Services
c. Solving the Network Crossword Puzzle
d. Mapping Corporate Billing Hierarchies
6. Telco-to-Enterprise Revenue Assurance
a. Audit Schedule: Whenever the Customer Complaints
b. The Scope & Root Causes of Billing Problems
c. Pilot Study: The Extent of Telco-to-Enterprise Assurance Problems
d. Service Acceptance & Outside of Contract Issues
e. Custom Contracts
f. RA Services Opportunities
7. Usage Trending Analysis
8. Content Partner & Profit Management Software
9. Other Revenue Assurance Functions
F. COST MANAGEMENT MARKET (4 pages)
1. Interconnect Billing Analysis
2. Margin Analysis -- Comparing Interconnect Costs to Customer Bills
3. The Increasing Demand for Usage Analysis in Cost Management
4. Electronic Invoice Conversion
G. INTERCONNECT TRAFFIC MANAGEMENT & LEAST COST ROUTING (6 pages)
1. Managing International Interconnect Traffic management
2. How Telarix Manages the International Interconnect Process
3. Least Cost Routing -- A Pre-Billing Form of Cost Management
4. The Traditional Method of Best Route Calculating and Switch Translation
5. The Need for an Automated, Real-Time Solution
6. Using an IN-based Interconnect Server to Dynamically Route Calls
7. Real-Time Interconnect at a Tier 2 Wireless Operator in the U.S.
8. Advantages of a Real-Time IN Interconnect Server in Least Cost Routing
H. PARTNER MANAGEMENT SYSTEMS (2 pages)
1. What is Partner Assurance?
2. Pioneering Partnership Management
3. Interconnect Partnering System for Settling Disputes
I. REVENUE ASSURANCE FOR ADVERTISING & ROYALTIES (2 pages)
1. Advertising Requirements
2. Licensing and Royalties Assurance
J. VIDEO REVENUE ASSURANCE (4 pages)
1. The High Stakes of Video Assurance -- Constantly Improving the Process
2. Managing Multiple Partners and Customers in the Video Chain
3. Set Top Box & Smart Card Piracy Problems
4. How WeDo Helped Cablevision Solve its Pirated Set Top Box Problem
K. DATA INTEGRITY(3 pages)
1. Sources of Data Integrity Problems
2. Systemic vs. Pervasive Data Errors
3. Correcting Data Integrity Problems
4. Business Process Modeling: The Manual Side of Data Integrity
5. Business Process Management Tools
M. CLOUD COMPUTING & SAAS (4 pages)
1. Cloud Computing's Significance in Telecom
2. Managing Peak Events in the Cloud
3. Application Maintenance and Testing in the Cloud
4. The Demand for SaaS Solutions
N. MEDIATION'S ROLE IN THE BSS (2 pages)
1. Mediation: The Basics
2. Shielding Billing Systems From The Network
O. POST EVENT VS. ACTIVE MEDIATION (2 pages)
1. Two Styles of Mediation
2. The Attraction of On-Line Mediation
3. Drivers to Active or On-Line Mediation
4. Why Convergent Mediation is Essential in 3G Networks
5. Features of Active Mediation
P. THE EVOLUTION OF MEDIATION HARDWARE (1 pages)
1. The Impact of Usage Growth and Commodity Hardware
Q. NETWORK POLICY MANAGEMENT (3 pages)
1. The Need for Policy Management in Wireless Broadband
2. Vodafone Hungary Case Study
3. Openet's Dynamic Business Control and Policy Management Solution
4. The Battleground: Traditional Policy vs. Mediation/Charging Players
R. ANALYTICS & BUSINESS INTELLIGENCE (7 pages)
1. Definition of Terms
2. Gaining A Vendor-Specific Definition of Analytics
3. From Spreadsheets to OLTP for Business Intelligence
4. Predictive Analytics
5. Analytics Challenge: Changing the Organization Mindset
6. Why Back Office Integration is so Critical
7. Hardware Choices for Analytics
8. Desktop Analytics Moves Up Market
S. CHURN MANAGEMENT & RETENTION (16 pages)
1. Customer Churn and Its Impact on Operators
2. Goals of a Churn Reduction Program
3. The Root Causes of Churn
4. SAS Institute's Method of Churn Analysis
5. Tracfone Churn Reduction
6. Real-Time Churn Campaign at SK Telecom
7. Bundling as a Retention Tool
8. Fair Isaac’s Champion/Challenger Campaign Technique
9. Portrait Software’s Uplift Campaign
10. Verizon's Customer Retention Program - RETAIN
11. Forensic Data Analysis
12. Proactive Campaigns
13. Outbound Campaigns for Customer Retention
14. Increasing Customer Care Interaction Times
15. Personalization & Customer Segmentation
16. From Buying Behavior To Understanding Why a Customer Buys
T. PROFITABILITY ANALYSIS (6 pages)
1. The Emergence of Pricing Optimization
2. Operations Costs and Profitability Management.
3. Profitability Analysis in Mobile
4. Business Intelligence in Selling Situations
5. How to Assess the Financial Impact of Customers
6. Why Profitability Analysis is not Easy
7. Assessing the Profitability of Large Enterprise Customers
8. Profitability Measured at Acquisition, Origination, and On-Going
9. Types of Data Used to Measure Profitability
10. The Treatment of Unprofitable Customers
U. MOBILE MARKETING & ANALYTICS (5 pages)
1. The Need for a Better Marketing Coordination & Systems
2. The Demand for Mobile Marketing Data
3. Mobile Marketing Automation
4. The Marketing Advantages of an End-to-End Charging & Policy Platform
5. Rich HTML-Based Marketing on the Mobile Data Platform
6. Analytics for Mobile Marketing
7. Handset Analytics
8. Google Marketing Data for Mobile Phones
V. RECOMMENDATIONS (4 pages)
1. Vendor Recommendations
2. Service Provider Recommendations
W. MARKET FORECASTS AND ANALYSIS (10 pages)
1. Revenue Management
2. Mediation
3. Telecom Analytics
X. CASE STUDIES
Revenue Management Case Studies (23 pages)
1. Building a Global Revenue Assurance Program at Cable & Wireless
2. Wireless Revenue Assurance at Cellcom
3. Cable Operator Revenue Assurance Program at Comcast
4. A Combined Fraud & Customer Risk System at TDC Denmark
5. Revenue & Margin Assurance Programs at Vodafone UK
Mediation Case Studies (11 pages)
1. Vodafone Spain Convergent Mediation
2. Advanced 3G Mediation at SK Telecom in Korea
3. Birch Telecom -- Mediation for Cost Reduction, Business Expansion, & VoIP Migration
Analytics Case Studies (16 pages)
1. BT Group Customer Satisfaction Improvement
2. NEXTEL’s Churn Management Program
3. VTR Real-Time Marketing of Triple Play Services in Chile
Y. VENDOR PROFILES (195 pages)