Communications Service Providers Related Offerings

Advancing technology. Changing consumer behavior. Accelerating innovation. Consumers are creating a dynamic market opportunity for Communications Service Providers (CSP). The trend is happening in the IT and CM&E industry at a pace hardly seen before. Are your operations and billing capabilities holding you back? EDS can help you capture your share of the ever changing marketplace with our billing and operations offerings, including:

BILLING SERVICES

• Billing Transformation – Is your billing system impacting your ability to compete in the marketplace, impacting customer relationships, and becoming increasingly costly? Whether it’s an out-of-date legacy application or an older off-the shelf version, it could be putting you at a competitive disadvantage. You need the flexibility to deliver what your customers want – web 2.0 services, discounts, bundling and customized packaging. EDS Billing Transformation services can meet your needs whether you are updating your current system or moving to next-generation billing. We’ll move you from customized code and provide applications that will allow you to deliver modernized services, offer timely promotions, and increase customer satisfaction.
• Converged Billing Services – Customers want multiple services, including fixed and mobile voice, broadband, video, internet services and social networking. They also want innovative tariffs and easy to understand bills. Deliver on that need by bundling services and consolidating bills, even if the services are provided by multiple vendors. With our Converged Billing Services, HP assists carriers with the consolidation of multiple billing platforms to single systems. Our technical teams have extensive experience in assessing, implementing, deploying, maintaining and enhancing billing systems in the telecommunications industry. And whether you’re adding a service or acquiring a new company, we can work with you to assess your capabilities and determine the logical next steps. Transformation services, all in one envelope.
  • Prepaid and Postpaid Charging – Converged Billing Services from EDS can help you with the deployment of converged post-paid and pre-paid services. We have the experience in either Greenfield situations or around the transformation of existing legacy systems. Consulting services are also available to cover the critical business transformation and business process change activities that form part of any such programs.
• Real Time Rating Services – Consumers are demanding more transparency and control over their accounts, expecting information about their charges and balances at their fingertips. Real Time Rating lets you show them a dynamic account view as activity comes across the network, in real time, even on bundled services. Your customers can track their downloads or manage text, voice, video usage and other charges on demand. You can track and analyze the data to offer and deliver new services or identify plans that better suit a customer’s usage. With our help, IMS services can be quickly deployed into the charging environment, to ensure revenues can be collected without delay.
• Service Bureau Billing – Providing communication services is your core business. In today’s highly competitive business environment, it’s critical that you focus on your core business and not your IT billing challenges. HP can host, architect and manage billing systems, run all or just selective billing applications, and handle all the printing, collecting and payment processing. Through economies of scale and EDS BestShore approach, we can scale to your needs and help cut costs in the process. Our powerful, scalable service bureau also enables you to rapidly deploy new services and support high transaction volumes with a single platform.
• Revenue Assurance – Complex billing is common among communications service providers, and it’s difficult to assure that you’re not losing potential revenue (typically up to 15%) because of gaps in your IT infrastructure. Bridge those multiple steps, address errors in automated processing, and eliminate manual processes that can result in lost profits with our Revenue Assurance services. This collection of methodologies and tools audits your end-to-end processes to identify, report and resolve revenue loss, streamline billing operations, and eliminates wasted resources. The result: increased integrity in customer bills and assurance that you are realizing all your potential revenue.
• Billing Migration and Conversion – Mergers and acquisitions play a big role in today’s communications industry. But along with the opportunities for growth come new challenges, especially when it comes to combining billing systems. We can work with you to assess the opportunity and then convert, migrate, upgrade or consolidate, depending on your needs. The solution might include off-the-shelf or custom components and may be as extensive as a complete “rip and replace” or as simple as a quick data migration. With our services, the end result is an efficient and seamless billing structure that maximizes your revenue stream.
• Payments Processing (EDS*PAYSM for Convenience Pay Services) – You’ve provided your customers with the coolest new device with the most robust suite of services…so why not let them use it to pay their bill from you? We can help you offer your customers alternative, anytime electronic payment solutions via Internet, telephone or wireless devices, without investing in technology and staff. This scalable, flexible solution helps you accelerate cash flow, improve funds availability, streamline payment information and reduce operating expenses. It also moves you a step closer to the next wave, mobile payment processing, letting customers use their mobile phone as a credit/debit card for transfers of funds between phones.
• Product Catalogue Consolidation – You’ve got to sell your products and services online, but changes to your catalogue – due to mergers and acquisitions, supplier and partner changes, tariffs, product upgrades and special offers – can take valuable time and resources away from your core business. Catalogue changes are further slowed when product and services data is scattered across multiple databases within different applications. Through our Product Catalog Consolidation, we can import your products into a central database and set up processes to easily mine your data for your virtual storefront. You’ll be able to introduce products quickly, eliminate billing errors, and take advantage of economy of scale and efficiency in operations for cost-savings across the board.

OPERATIONS SUPPORT SYSTEMS SERVICES

• OSS Application Modernization – Among the priorities for every communications provider is the need to focus on customer satisfaction and minimizing churn – offering next generation services, meeting new convergent expectations, and discerning and resolving problems before the customer is adversely affected. Outdated applications and infrastructure can make it difficult to not only be competitive, but also challenging to integrate your internal operations and customer accounts. HP has the expertise through Operations Support Systems (OSS) Applications Modernization to help you automate your workflow, ordering, provisioning and activation for customer fulfillment. Our experts upgrade your applications to handle emerging technologies like 3G and 4G networks. We seamlessly blend your disparate systems to improve efficiency, reduce maintenance and significantly cut costs. And we rebuild the integration you need to stay at the forefront of the communications industry.
• OSS COTS Implementation – To be competitive you must focus on “fast time to market.” You’re adding new services and upgrading features of existing services on a regular basis, changing quickly to keep your competitive edge. But chances are good that all this provisioning is testing the limits of your OSS system, making changes a real challenge. You can address this challenge with a commercial-off-the-shelf (COTS) solution implementation from HP. This standardized OSS implementation rapidly moves you to a more modernized system with fewer integration issues and easier maintenance. Among the many advantages, you’ll be able to link and modify product catalogs, update pricing in one location and streamline billing/OSS systems.
• OSS Data Migration – To remain competitive in the communications market, you need to ensure your business processes and information technologies are agile. A smart first step is application transformation, but with that comes a need for data migration, an effort that is far more than just moving information from the old to the new. With a business ally like HP data migration can be an opportunity to make that data accessible and more transparent across your operations. It can mean a move away from maintenance costs of legacy applications. And it can be a move to resources that work on the latest software and services to deliver new revenue and maximize your business outcomes.
• Converged Product Catalogue – If you update a product or add a new service, how many different catalogs have to be changed? What if you’re merging the products from an acquisition into your existing line? If you’re like many communications providers, you probably have product catalogues in order management, provisioning, and billing databases across your OSS and BSS stack. Altering all those sources can take valuable time and leave plenty of room for error. We can help you import products into one central location and set up processes to easily make the changes once to roll throughout your entire system, in areas such as CRM, billing and provisioning. You’ll be able to introduce products quickly, eliminate billing errors, and take advantage of economies of scale and efficiency in operations for cost-savings across the board.

CUSTOMER RELATIONSHIP MANAGEMENT

• Consumer Direct Services – More than ever, telecom companies like yours need to apply technology so that it delivers tangible results. You want to improve the effectiveness of your promotions, open new sales channels, enter new markets, increase order size, maintain the loyalty of current customers and find new ones. You need to align those business outcomes to new technology capabilities. HP can help with multichannel selling, order and payment processing, fulfillment and distribution and customer care and support with our Consumer Direct Services,This end-to-end solution facilitates the flow of information from order to delivery, giving you a single view of your customers and a consolidated view of your business operations. We capture customer intelligence, handle sales and service inquiries, process sales requests, and warehouse and distribute products. It’s all about optimizing the way you do business.
• Contact Center Managed Services – It’s a real challenge to provide your customers with a consistent experience when multiple vendors and agents are handling different aspects of your customer-facing environments. It’s even more difficult to orchestrate and streamline this disparate contact center organization across your enterprise. That’s why it makes sense to outsource your multivendor customer service management, contact center processes and technologies so you can focus on more important parts of your business. EDS Contact Center Managed Services effectively manages your multiple customer service providers along with contact center processes and technologies enabling improved business performance and growth. Our multivendor management organization includes agent sourcing, enterprise client governance and a command center that provides your end customers a consistent experience – and gives you more time for the operational play that keeps you competitive.
• Contact Center Outsourcing Services – How can you reduce the cost of service without affecting quality? In telecommunications, customer sales and service interactions are critical to growth, increased revenue and improved customer satisfaction and retention. But good contact centers – those that handle customers well while cross-selling and up-selling effective – can be costly. HP can help. Our Contact Center Outsourcing Services provides superior customer service and sales for complex, high-value customer transactions that address select end-to-end industry processes in a multichannel, multilingual customer contact center environment. We average a three to five percent increase in average revenue per user (ARPU) for selected customer segments and a fifteen to twenty percent improvement in customer life time value (CLV). And our global contact centers are supported by EDS' Best Shore® delivery strategy that provides a full range of high-quality, cost-competitive services from targeted offshore, nearshore and onshore locations.
• Warranty Services – A positive consumer experience comes from every contact you have with a customer, especially how well you handle it when something goes wrongProduct warranties – and the ensuing claims – are a necessary part of the telecom business. Handled right, they can build consumer loyalty and repeat buying. But how do you manage warranties well, while still keeping a handle on administrative and processing costs? HP can help. Our Warranty Services provide a comprehensive, Web-based solution for reliable, real-time warranty claims management. Our services include claim processing, extended warranty management, parts order and tracking, service effectiveness reporting, swap stock management, and RMA creation and tracking. We help you reduce warranty expenses by 25 to 50 percent through automated workflow and standardized processes that deliver on your high standards – without the higher costs.
• Software Publishing Services – EDS' Software Publishing Services offers a complete business processing solution to help you streamline the physical and electronic fulfillment of software and associated software printed materials. With 30 years of experience in delivering full product lifecycle management services, HP offers the most state-of-the-art solutions in the software publishing industry today. We can help you with the entire software lifecycle, from global supply chain management and real-time order and inventory tracking to online fulfillment and reporting.Companies can leverage world-class operations, award winning quality standards, simultaneous worldwide distribution capabilities and a 99.9 percent on-time global delivery record-improving processes, productivity and profits.

Business Intelligence Services

• Enterprise Information Architecture – Mergers and acquisitions have meant that your communications enterprise has grown substantially over the past few years. At the current pace within our industry, it often means you haven’t had time to truly integrate the business units’ technology. So chances are good that your departments, groups and segments are each running their own separate and disparate applications and databases. There’s not a lot of sharing – of either information or cost. HP can help you move to a modernized and integrated information platform that leverages the economies of scale within your own enterprise. We eliminate redundancy, duplication, and gaps in the information chain. Not only will you save money, you’ll have greater transparency and visibility into your customers’ accounts, helping you achieve better business outcomes across the board.
• Business Intelligence Enablers – You made the smart decision to modernize and integrate your information architecture, a move that pulled customer data into a consolidated environment. But now you’ve got a lot of records and accounts to sort through. HP can apply business intelligence enablers that help integrate, cleanse and organize all the data into streamlined and useful information. Information that your teams can use to better leverage customer metrics into responsive plans to up sell, bundle and launch new communications products and services.
• Business Analytics – Communications service providers constantly need to know “why” – why are we experiencing churn? Why are our customers having billing problems? Why does the customer service desk have so many tickets open? Why didn’t we see that fraud or abuse in time to stop it? To answer these questions you first need streamlined and efficient data. Next, you have to quickly analyze the data and make actionable decisions based on that information. HP knows how to apply the right combination of processes and tools to get industry-specific answers. We’ve also got consulting, best practices, assessments, and process audits that are custom-tailored for communications companies like yours. These business analytics tools give you the answers in real time, at your fingertips, when you need them.
• Analytic Dashboards – Data is useless if you can’t understand it. And in an industry where quick response can make or break your company, presentation of the analytics can be a critical factor. HP delivers the information the way you want to see it, in a way that makes sense to your users. Our customized analytic dashboards give you real-time status, allow easy drill downs, and are user-friendly. At a glance, you’ve got insight into revenue leakage, system operations, KPIs for your group or department – even service applications like ordering (web based, retail, wholesale channel), billing, provisioning and activation. It’s your information; why not see it your way?