© 2006 ergon informatik ag 1 ergon’s comprehensive service fulfilment & billing solution for...
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© 2006 Ergon Informatik AG 1
Ergon’s comprehensive service fulfilment & billing solution for telecom service providers & CNOs
SwiNOG 13, Bern November 1st, 2006
Hans-Jürg SchneiderVP Telecom Solutions & Business Applications
Taifun
2© 2006 Ergon Informatik AG
ContentsContents
• Ergon Informatik AG• Taifun @ customers• Service Fulfilment & Billing• High automation of Offer to Cash process• Specific capabilities for Cable Network
Operators
3© 2006 Ergon Informatik AG
Ergon Informatik AG
• Founded 1984• HQ in Zurich, Switzerland• Market focus
– Switzerland, Europe
• Business focus– Telecom, Banking, Industry, Authorities
• Technology focus– Java, J2EE, HTML, AJAX, Oracle
• Building Telecom solutions since 15 years.
4© 2006 Ergon Informatik AG
Ergon OSS/BSS solutions• Taifun Service Fulfilment & Billing Suite
– Covering the full End2End customer facing processes, from offering to cash collection
– implementing all billing scenarios forresidential, business, wholesale & inter carrier
– Specific B2B capabilities such as automated offer and contract document generation
• TelcoBill Electronic Bill Presentment &Cost Manager Solution– Web-based Bill presentment and
real time graphical cost analysis
– Specific B2B capabilities such as cost assignment to cost centers orinventory management
– Extends Taifun to EBP
5© 2006 Ergon Informatik AG
Taifun CRM & Billing Suite @ customers I
• Initially developed in 1997 for Swisscom and put into production at tesion (now Versatel, Germany), estel (France), UTA (Austria) and Swisscom Italy (now grapes telecom, Italy). Taifun is based on a solution built by ergon for UBS (largest swiss bank) for the management of the UBS worldwide telecom services.
• Swisscom Solutions will introduce Taifun for the service management of its “large customer segment”.
• Cablecom, switzerland‘s largest CNO, uses Taifun for the management and billing of all their business line products.
• UPC Broadband, a european holding with cablecom being part of it, introduces Taifun for all its business service divisions.
• Globalzone, a swiss Reseller having more than 30‘000 customers, switches to Taifun per 1.1.2006 .
• Ringier, the largest swiss publishing company, uses Taifun to offer, sell & bill digital images per 1.2.2006 .
6© 2006 Ergon Informatik AG
Taifun CRM & Billing Suite @ customers II
• Wasserwerke Zug and Stadtantennenwerke Baar having nearly 100‘000 and over 10‘000 customers resp., use Taifun for the management and billing of their „Triple-Play“ (Voice, Data, TV) services.
• The Taifun Workflow Engine and Taifun WebPortal are used for order entry, service provisioning and service billing of all telecom services used by the UBS group world wide.
• Sunrise (TDC Switzerland, Nr. 2 swiss carrier), Versatel Germany and telenet Belgium use TelcoBill to offer their private and business customers realtime bill analysis and cost control.
• Meinecom, a CH-Reseller, fully automates the end to end customer process with Taifun and TelcoBill.
• AugustaKom, a bavarian carrier, uses Taifun to manage and bill their entire product portfolio. Two other bavarian carriers, M“net and NEFkom, will be migrated to Taifun starting July 2006.
7© 2006 Ergon Informatik AG
Taifun functional overview
ServiceOffer, Order, Contract,
Services
ServiceOffer, Order, Contract,
Services
BillingRating, Discounting, Invoice Generation,
Bill Archive
BillingRating, Discounting, Invoice Generation,
Bill Archive
ProvisioningWorkflow based
Provisioning
ProvisioningWorkflow based
Provisioning
TelcoBillOnline Bill Presentment
Bill Analysis &Cost control
TelcoBillOnline Bill Presentment
Bill Analysis &Cost control
Web PortalOrder entry &
Customer Self Care
Web PortalOrder entry &
Customer Self Care
Service Management CRMResource Management
ProductPrices, Discounts,
Business Transactions
ProductPrices, Discounts,
Business Transactions
MediationCDR, UDR, ..Mediation
CDR, UDR, ..
CustomerAddress, Contact,
Finance, Ticket
CustomerAddress, Contact,
Finance, Ticket
ResourcesPhone numbers, Devices, ..
ResourcesPhone numbers, Devices, ..Network Customer
Billing
Fulfilment
8© 2006 Ergon Informatik AG
Taifun system overview
Service, OSSService Platforms and Operational Support Systems
Order Mgmt
Offering & CalculationOffering & Calculation
Contract ManagementContract Management
Contact ManagementContact Management
Service ManagementService Management
Product ManagementProduct Management
Dial-Number Management
Dial-Number Management
MediationFilter & Rule Management
MediationFilter & Rule Management
Guiding & RatingTariff Management
Guiding & RatingTariff Management
BillingDiscount Management
BillingDiscount Management
Invoice GenerationArchive Management
Invoice GenerationArchive Management
Role ManagementUser & Access Rights
Role ManagementUser & Access Rights Workflow Management
Business Process Modeling
Workflow ManagementBusiness Process Modeling
A/R, Collection & ERPNavision Finance Mgmt.
A/R, Collection & ERPNavision Finance Mgmt.
Opportunity MgmtSuperOffice
Opportunity MgmtSuperOffice
Legend
Taifun Suite
recommended
Electronic Bill Presentment & Analysis
TelcoBill
Electronic Bill Presentment & Analysis
TelcoBill
Service ManagementWholesale & Business
Customers
Service ManagementWholesale & Business
CustomersSwisscom CPS
Number Activation
Swisscom NOT DBTrouble Number Directory
BAKOM INAINet Server
BAKOM ONPINet Server
Interface toexternal system*
SFTP ServerBilling Data Transfer
Interface to internal system*
Phone BooksCommon & individual
Print shopPostscript/PDF
Customer Mgmt Billing Web Portal
Service Provisioning
Direct Debit, LSV+, ..Collection
Provisioning, CDR
TaifunService Fullfilment and Billing
Wholesale/Carrier Service ManagementSOAP/XML Interface
Swisscom DirectoriesPublic Number Directory
Data ServiceData Switching Platform
Data ServiceData Switching PlatformVoice Service
Voice Switching Platform
Voice ServiceVoice Switching Platform Video Service
Video Delivery Platform
Video ServiceVideo Delivery Platform Application Service
ISP/other Services
Application ServiceISP/other Services
HFCDOCSIS, PC, PCMM
DVB, Analog
Technical Provisioning
DSLEthernet
IP
FiberEthernet
IPAccess
Other
Network platforms
Transport, OSSTransport & Access
BSSBusiness Support Systems
DOCSIS Provisioning Broadband Command
Center
DOCSIS Provisioning Broadband Command
Center
(*) part of Taifun
9© 2006 Ergon Informatik AG
Comprehensive Product Catalogue covering all business automation aspects• A central product catalogue is the swiss army knife
of the product manager to seamlessly define:– Business transactions for automated service activation & change
– Service & price elements, discounts & margins for consistent pricing
– Offer and contract templates to automate document creation
– Service resources item and their use such as phone numbers, CPE’s, access lines, …
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
Offer Order &
ContractService
Fulfilment Service
Assurance Billing & Collection
„End-to-End“ Taifun Product Catalogue
workflow SLA TariffsdocumentsValid configurations
=> Product definition without redundancy. No need for costly interfaces.
Examples:
10© 2006 Ergon Informatik AG
Business Requirements• Standardized product lines (vs. customer specific products)
• Short time to market for new or improved products
• Lower operational costs
• Improve quality
Solution• Build new products effectively out of modular base products
(e.g. a VLAN product is built on top of P2P-connectivity products)
• a product specification contains all the models & definitions necessary for offering, ordering, delivering and billing
• Highly automated, workflow driven End-to-End “Offer to Cash” process
Reusable Service Modulesfor flexible offerings
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
=> Reusable service modules for speed & flexibility
11© 2006 Ergon Informatik AG
The 360° customer view
Efficiently maintain the entire relationship with your customer:
• Sub customers (over n-hierarchies)
• Offers
• Orders & Contracts
• Services– Addresses & Contacts
– Bill account
– Discounts
– Associated Inventory
• Journal
• Invoices
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
Explore
=> One user interface for your CRM
12© 2006 Ergon Informatik AG
Service Fulfilment: From process definition…
13© 2006 Ergon Informatik AG
… to automated provisioning workflow
=> what, when, by whom; ok? problems?
14© 2006 Ergon Informatik AG
Controlling the workflow
Start time
• Task addressed to role ‘VDA‘
• Task handled by user ‘kurmch‘ End time
• Task states:– planned– ready / executing– finished
Task description
15© 2006 Ergon Informatik AG
Taifun Billing
• Key features– Implementing billing stream from network element to printed bill– billing of any billable event from any voice, data and other services
• Delivering the key billing scenarios– Direct billing of customers– Wholesale billing of partners (e.g. other CNOs or switchless resellers)– End customer billing per partner network for white label products – Intercarrier billing
PrintfilesRated billing events
Aggregating& Rating
Aggregating& Rating
Bill consolidation Discounting
Bill consolidation Discounting
Bill items Bill archive
Bill formattingBill formatting
Accounting Billing Invoice Generation
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
raw events
=> Taifun support all Telecom billing scenarios
16© 2006 Ergon Informatik AG
Billing scenarios
Retail Billing
ResellerBilling
Interconn.Billing
Control invoice
Reseller invoice
Resellere.g. CNO without own switch but with own access network)
Interconn.Billing
Retail Billing
Carrier invoice
Carrier invoice CDRCDR CDR
Retail invoice
Customer
CDR
Partner CarrierCarrier with own switch but without end customer
Interconnection CarrierOwn Network
Reseller invoice
Retail invoice
Customer
CDR
Control invoice
CDR
CDRReseller Billing
Billing Typeby Taifun
Reconciliation
Reconciliation
Legend:
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
17© 2006 Ergon Informatik AG
Taifun for Cable Network Operators
• Triple-Play Service Fulfilment:– Data, Voice, Cable-TV, D-TV
• Service & Technical Provisioning– Voice switch or partner carrier– eMTA, CM, D-TV (Nagra & Conax: 2007)– Mailserver
• Inventory & Stock Management– Modems, routers, settop-boxes
• Rating & Billing– All service types
18© 2006 Ergon Informatik AG
Inventory Management
19© 2006 Ergon Informatik AG
„Triple Play“ solution overview
Collection (SAP, Navision, ..) Collection (SAP, Navision, ..) Taifun Service & Inventory Mgmt Taifun Service & Inventory Mgmt
Incognito BCCTechnical Provisioning
Incognito BCCTechnical Provisioning
D-TV Nagra/Conax
CAS
D-TV Nagra/Conax
CAS
Taifun Service Provisioning Taifun Service Provisioning
Taifun Rating/Billing Taifun Rating/Billing
Taifun Mediation Taifun Mediation
other components
Taifun/BCC
Service usage
DATA(Euro)
DOCSIS
IP Voice(Euro) Packet Cable
OtherIP
Device
ISPMail
Hosting
DTVD-TVDVB STB
VoiceSwitch
orprovide
r
Taifun Web Portal (Self Care & EBP) Taifun Web Portal (Self Care & EBP) Taifun Bill Formatting Taifun Bill Formatting Printshop (PDF, PS3)Printshop (PDF, PS3)
CustomerCustomer
20© 2006 Ergon Informatik AG
TelcoBill
• online bill presentment• real-time bill & call detail
analysis• cost control on cost center
level• customer inventory
management
• online demohttp://www.telcobill.ch
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
21© 2006 Ergon Informatik AG
Web PortalSerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
22© 2006 Ergon Informatik AG
• End-to-End service fulfilment automation: central, modular product catalogue combined with strong business process engine to implement efficient service delivery.
• Comprehensive billing capabilities: supporting a variety of billing scenarios to support flexible business models.
• Straightforward to integrate: fully based on industry standards such as Java (J2SE, J2EE) and equipped with extensible, open APIs such as SOAP.
Taifun – The summary
• End-to-End service fulfilment automation: central, modular product catalogue combined with strong business process engine to implement efficient service delivery.
• Comprehensive billing capabilities: supporting a variety of billing scenarios to support flexible business models.
• Straightforward to integrate: fully based on industry standards such as Java (J2SE, J2EE) and equipped with extensible, open APIs such as SOAP.
24© 2006 Ergon Informatik AG
Taifun Architecture
• Standards– J2EE, XML, SOAP
• Reusability– Modular, open APIs
– customizable whilemaintaining release ability
• Scalable– J2EE, Oracle
• Future Proof– SOA, Model Driven
Oracle
CustomizationsCustomizations
ServiceService BillingBilling
ProcessesProcesses ReportsReports
ProductProduct GUIGUI
Service APIsSOAP/WSDL
Service APIsSOAP/WSDL
InterfacesXML, CDR, UDR, ..
InterfacesXML, CDR, UDR, ..
OracleJ2EE Application ServerWebsphere, JBoss, ..
Web ClientWeb ClientJava ClientJava Client
Taifun
Scaling
25© 2006 Ergon Informatik AG
ONP and INA interface module
• The INET/ONP Module handles the number porting workflow with the BAKOM INET server:– upload/download of work orders to/from INET server
– fully automated incoming porting including all timing issues from init till handover
– handling of represents in case of failures
– inform about outgoing portings (workflow not yet fully automated)
– inform about confirmed time of porting
– inform about rejects (incl. reason)
• Functionalities of the INET/INA provisioning interface:– Put BN into operation (export tariff model and business number).
– Download and install tariff definitions of foreign business number operators.
– Export rated CDRs for foreign network operators to INA Server.
26© 2006 Ergon Informatik AG
Technical Provisioning with Incognito Broadband Command Center
• Modem• MTA• Other IP-devices
Taifun Service Provisioning
SerSer
BillBill
ProvProv
TBTB
WebWeb
Ser Mgmt CRMRes Mgmt
ProdProd
MedMed
CustCustResResN C
Billing
Fulfillment
27© 2006 Ergon Informatik AG
28© 2006 Ergon Informatik AG
Customer Management
29© 2006 Ergon Informatik AG
Historized Data