Telecom Customer Experience Mamagement

Pre-Conference Seminars
Wednesday, November 8, 2006


	Option #1 9:00am - 12:00pm
	Introduction to OSS/BSS Systems
	Customer management infrastructure directly complements OSS/BSS investment. If you don't understand the basics of OSS/BSS systems, how these systems integrate with customer management infrastructure and why operators invest $B in their OSS/BSS infrastructure, this introductory course is for you. Topics to be addressed: OSS/BSS Investment: Economic and business drivers behind spending OSS/BSS Overview: Key systems, functionality of each, and industry models Basics of pre-ordering, ordering, service provisioning, inventory management, mediation, rating, billing, service assurance and more OSS/BSS vendors by market and functionality Instructor: Dr. Matthew Lucas, Vice President, TeleStrategies

Option #2
1:30pm - 5:00pm

The Customer Journey: Best Practices in Profitable Lifecycle Management

In order to succeed in a highly competitive converged communications and media market, service providers must carefully manage the customer journey--every experience from the first point of contact through every interaction in what’s hoped will be a long and mutually beneficial relationship. Successfully managing the customer lifecycle means providing a consistent and relevant customer experience across all channels. It’s no simple task.

In essence, service providers must deliver personalized, relevant offers and communications to customers at the right time. Your channels must also be “customer aware,” meaning they know if an offer has already been accepted, or rejected, from a different channel. In short, a well-managed, valuable customer journey requires a 360-degree view of the customer--and the tools to turn that view into a compelling customer experience.

Join this interactive course and walk away with…

· An understanding of the six building blocks for best-practice customer lifecycle management, including how to create and deliver an intentional customer experience

· A framework for achieving a sophisticated level of coordination across the organization to manage the customer journey

· Real-life, practicable ideas and examples for improving revenue intensity, return on IT investment and customer satisfaction

Instructors:
Lisa Modisette, Head of Customer Management Service Line, Amdocs Consulting Division
Paige Mantel, Director - Customer Management Product and Solutions Marketing, Amdocs
Scott Radcliffe, Content and Entertainment Specialist, SAS Communications

Option #3
9:00am - 4:30pm

Understanding Convergence and New IP/IMS Services for Non-Engineers

I. VoIP OVER BROADBAND

Overview: VoIP service providers and their business; trading partners and/or wholesalers; and regulatory issues.

Technology Basics: Understanding softswitches, SIP, IMS, broadband access, ISP infrastructure, ENUM directories, billing systems, call detail records, and end-to-end VoIP call processing and carrier peering options.

Convergence and IMS Based Bundling Trends: Developing VoIP convergence and IMS-based bundling trends; what service bundles will rely on circuit switching; voice vs. information services; VoIP residential vs. enterprise bundles; and likely IMS-based service bundles.

II. MOBILE WIRELESS

Overview: Market strategies of Tier 1 players, the emergence of content owners as mobile virtual network operators; content aggregators; mobile video players; and new revenue sharing financial and settlement models among content owners, aggregators and mobile operators.

Technology Basics: Understanding the new IP convergence and Internet access mobile wireless technologies; mobile TV developments; new unlicensed wireless options; and migration paths to everything over mobile IP.

Convergence and Bundling Trends: Developing mobile wireless convergence and bundling trends; all services over the converged IP/wireless channel vs. dual mode operations; service bundles of voice, Internet access and entertainment content/pricing; dual mode Wi-Fi/cellular and wireline/mobile bundles; streaming vs. download video and enterprise/personal bundles; pre-paid content/voice bundles and MVNO vs. MNO service convergences and bundling trends.

III. CABLE TV

Overview: Approaches to cable telephony, third party VoIP wholesale partners; and regulatory issues.

Technology Basics: Understanding cable TV technology; approaches to support cable telephony; and multimedia technology supporting converged IP services.

Convergence and Bundling Trends: Developing cable convergence and bundling trends, which services will likely be transported as all IP and which ones will remain on conventional channels, developments in integrated unlicensed wireless voice over DOCSIS modems, delivering IPTV to the PC, impact of peer-to-peer cable networking for VoIP and cable operator as MVNOs and likely service bundles.

IV.TELCO TV AND CONVERGENCE

Overview: Service provider business models for Telco TV, operations to date, partnership options for programming, and regulatory issues.

Technology Basics: Understanding the Telco infrastructure options for video delivery, premises networking, central office upgrading, and how VoIP and Internet access is integrated with TV service.

Convergence and Bundling Trends: Developing Telco TV convergence and bundling trends, likely triple play offering for FTTP operators vs. FTTN operators, how will VoIP and IPTV be offered, and other non-telecom service bundles under consideration.

Instructor: Dr. Jerry Lucas, President, TeleStrategies