Smart Operation, Efficient Support

--- Huawei NGBSS Solution

HUAWEI TECHNOLOGIES CO., LTD.

ABOUT NGBSS

"Smart Operation,
Efficient Support"
Next Generation Business
-- Support
System

Huawei NGBSS is an end-to-end solution that adopts the ESB/EAI bus as the integration frame and integrates products and
components such as the OCS, CBS, CRM, BI, IPCC, PRM, Provisioning, Mediation, AAA, and EVC. In the era of Telco 2.0,
Huawei NGBSS can meet the requirements of carriers on saving costs, improving efficiency, and increasing revenues, thus
helping carriers in smart operation and providing effective support to achieve continuous business successes.

1. The BSS solution ranks No. 1 in emerging markets (namely Asia Pacific, Middle East, and Africa). The convergent billing
solution gains two thirds of the market share in the new markets. (Source: Gartner 2009)

2. Huawei NGBSS solution was certified by TMF SID in 2009, awarded the highest-level certificate and acknowledged in a
maximum of SID domains. Moreover, Huawei is the first vender that is being certified in eTOM from all over the world.
3. Huawei provides BSS solution and services to 28 of top 50 carriers worldwide. By the end of December 2009, Huawei
NGBSS has been serving 300 million subscribers of 32 carriers, the convergent billing solution has been serving 320 million
subscribers of 64 carriers, the prepaid charging system has been serving more than 500 million subscribers of 166 carriers,
and the IPCC has been applied by 40 carries with up to 150 thousand agents.

Next Generation Business Support System

Efficient
Complying with the NGOSS process and adopting SOA open architecture, the BSS solution is more efficient and helps carriers
face challenges in business, with regard to customer, process, and value chain support.
1. Efficiency improvement convergent billing, which double the billing efficiency by adopting Huawei patent memory
database and intelligent scheduling technique of peak load shifting

2.

Real-time control real-time billing, which improves user experience; real-time marketing and sales, which improves
customer loyalty and ARPU; real-time monitor, which decreases the arrears risk to 0.5% or lower

3.

Revenue increase supporting personalized product packing and flexible sales policies, supporting bilateral and
multilateral commercial models, and helping carriers discover new revenue sources

4. Cost saving ICT convergent and integrated access, which decreases the number of business halls and agents, thus
cutting the operation fee for customer service by more than 80%; multimedia convergent technique, which generates
electronic bills, receipts, and text, thus cutting the cost of paper materials by 85%
Smart
The idea of business intelligence is applied in various business processes and stages. Being customer-centric, the BSS is smarter
in implementing the following key capabilities through the unified customer view, customer access, product management,
and customer care:
1. Precision marketing selecting suitable customers for products and helping customers select suitable products

2.
3.

Dynamic tuning adjusting tariffs and allocating resources dynamically

User friendly shielding complex implementation details so that the system is friendlier to end users, partners, and
system users

4.

Lean management end-to-end workflow, knowledge base sharing, and service quality, which ensure the achievement
of operation KPIs

A Fantastic Discovery
Telfort Gains a Competitive Advantage in the Netherlands
with an Innovative Customer Care and Billing Solution

Marco Visser,
former CEO of Telfort B.V.
The cooperation with Huawei
offers us an efficient and
future-proof IT environment
with which Telfort will continue
to be successful even under
changing market conditions.

Starting operations in the Dutch telecom industry in 1997, Telfort B.V, a

subsidiary of KPN B.V, is a trusted brand in the Netherlands, with more than
14% market share and a reputation as a no-frills, low-cost mobile service
provider. For its first ten years it maintained the loyalty of its subscribers by
being a fast-follower. As consumers came to demand converged multi-play
services, the company found a way to provide them. This strategy allowed
Telfort to retain market share, but it also prevented the company from doing
much long-term planning for the future efficiency of its IT architecture.
As with any mobile operator, Telforts organization and IT system stack had
grown organically over the years. The systems contained services run by
32 different vendors with over 200 proprietary interfaces. As a result of the
nature of this IT landscape, less and less of its IT personnel fully understood it.
System upgrade required great efforts to plan, implement, and test. The total
cost of operation (TCO) was high, and the average time to market (TTM) for
basic services or tariff plans had grown to several months. Complex changes
could take more than one year.

Like the great Dutch navigators from the past, Telfort responded to these
challenges by going in search of a solution that could reverse its fortunes.
With its partner, Huawei Technologies, Telfort would make a great discovery: a
future-proof Next Generation Business Support System (NGBSS) proposition
that would integrate its complicated IT landscape, increase its business process
efficiency, enable it to keep up with market-driven innovation, and give the
company its competitive edge back. This would be a defining moment and it
would create a new era for the company: Telfort 2.0.

The Need for a Convergent NGBSS Solution

Telforts legacy architecture lacked convergence for its billing and customer
relationship management (CRM) processes, which prevented sales and
marketing from gaining a single, 360-degree view of customers. Moreover,
because its services were handled by a wide array of vendors and lacked
self-service options, the quality of the customers experience and overall
customer satisfaction were in decline. Each point along the service
channelsubscription, customer service, technical support, and online
billinglooked and felt different. This also reduced Telforts ability to
enhance the value of its brand.
The company offered the same types of service plans as its competitors,
including the choice of prepaid or postpaid subscription; personal and
corporate plans; and fixed, mobile, and internet services. However, Telfort
found it difficult to rapidly define products, provide a single product catalog,
and offer real-time billing, bundled services, and convergent billing. This
situation frustrated efforts to increase revenue and profitability.

Telforts cobweb
legacy systems
resulted in long TTM
and low operational
efficiency. The
company was seeking
a partner who was
able to provide next
generation business
support system
(NGBSS) as well as
managed service in
the long term.

Establishing a Long Partnership with Huawei

To reinvent itself as Telfort 2.0, the company would have to find one vendor
that could integrate its billing, CRM, contact center and business intelligence
(BI) under a single, open service-oriented architecture (SOA). From eight
candidates, they picked Huawei, making Telfort the first European telecom

Huawei NGBSS,
Smart Operation & Efficient Support

operator to utilize the Chinese

companys Customer Care and Billing
Solution (CCBS) and correlative service.
Telforts choice of Huawei was not only
innovative, but also well founded. While
Huawei was a newcomer to Europe,
it had rich experience in BSS fields
throughout more than 30 countries.
Huawei NGBSS solutions had proven
not only to be extremely scalable (100K
to 400M subscribers), but also delivered
cost-effective, high performance flexibility
through modular architecture, a single
customer view through its centralized
database, and a single product catalog.
Finally, looking at Huaweis experience of
operational efficiency and cost reduction
with long-term managed services
provision in the past, Telfort also decided
to sign the company for a five-year
service agreement.
Nonetheless, the project was still
highly ambitious. Huawei would have
to replace most of Telforts post-paid,
prepaid and internet system stack
with a CCBS solution and sanitize or
keep existing external interfaces while
Telforts ongoing business operations
were unaffected. The two companies
joked internally that challenge was
similar to replacing all the engines of a
Boeing 747 while serving passengers
drinks during a full-service flight.

A Customer-Centric
Solution with High
Customer Satisfaction and
Low Cost
To keep its market share, Telfort had
to keep customers satisfied, and
their primary strategy was to provide
them with economical, user-friendly
service plus an extraordinary customer
experience. We have the ambition
to make phone calls and the use of
internet clear and understandable, said
Marco Visser, former CEO of Telfort.
From this perspective, Telfort offers
their customers the certainty of the
correct choice and the best offer for an
advantageous price.
With this ambition in mind, Huawei
successfully designed Telforts system
to offer the greatest convenience and
affordability possible. Customers could
now receive enhanced convergence
options for prepaid and postpaid
accounts; unified billing and invoicing;
mobile and internet services; real-time
bill enquiry, credit control, and charging.
Customers could also access any service
through self-service channel such as call
center / IVR, E-care portal and E-shop
portal within 24 hours. This automated,
paperless and web-based operation
reduced operational cost and improved

customer experience.
With unified customer view and data
model in the CRM system, consumer
analysis and cross-selling were now
possible. A single Telfort employee
could conveniently promote any
product, handle any problem and
introduce any service with a 360-degree
view of customers in the system. This
way consistency across the organization
was guaranteed, and customer
satisfaction rose. It enabled Telfort to
optimize marketing and sales efficiency
and reduce cost, thereby adding to
profitability.

Telfort 2.0: a Future-Proof

Solution to Brighten the
Future
Telforts new CCBS is based on service
oriented architecture (SOA), which
is the basis for future evolution and
transformation. In addition, TM Forum
eTOM framework was referred to
identify redundant and missing steps
in the legacy business processes and
SID framework was used as the basis
for designing standardized interfaces
associated with reusable components.
Once completed, the total number of
system interfaces was reduced from
hundreds to dozens, and the number of

TTM shortened as 3-3-3:

from 3 weeks to 3 days;
from 3 months to 3 weeks;
from 3 years to 3 months.

system vendors reduced from dozens to fewer than ten.

By optimizing business processes, simplifying service creation and deployment,
and allowing customers to handle a much wider range of self-services, Telforts
new CCBS has reduced the companys TCO significantly. In addition, the
simplified, open architecture has dramatically reduced TTM. Telfort describes
the new change as 3-3-3, meaning that small changes that once took three
weeks now take three days, those that took three months now take three
weeks, and those that once took three years now take just three months.

Highlights
Customer Objective
Quick service launch
Reduce cost
Customer centricity

Huawei Solution
Converged BSS solution
Automated self-care
Managed service

Customer Benefits
Faster time-to-market
Simplified operation
Better customer experience

With the reduction in TCO and TTM, plus the enhanced services the
company can offer its customers, Telfort 2.0 has given the company its
competitive advantage back. The next step will be going live with prepaid
system in summer 2010, and then Telfort 2.0 internet services. Moreover,
Telfort and Huawei have worked closely together in optimizing the CCBS
Campaign Management solution to deliver top of the line Customer Lifecycle
Management (CLM), which will enhance customer care and management
further still. The telecom market is changing significantly, said Mr. Visser.
The cooperation with Huawei offers us an efficient and future-proof IT
environment with which Telfort will continue to be successful even under
changing market conditions.
-END-

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