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Культура Документы
STRATEGY, INFRASTRUCTURE
OPERATIONAL, SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING
& PRODUCT
MARKET / SALES MANAGEMENT CHANNEL SALES MANAGEMENT CUSTOMER MANAGEMENT
• CREATE AND PROMOTE LEADS • CREATE AND PROMOTE CONTACTS • LITERATURE DISPATCHING • LEAD MANAGEMENT • SALES QUOTATION
CAMPAIGN & FUNNEL MANAGEMENT CUSTOMER SLA MANAGEMENT
DIRECT SALES FORCE DEALERS TELESALES
CAMPAIGN MANAGEMENT FUNNEL/WORKFLOW MANAGEMENT • Opportunities Dispatching • Customer Acquisition • Action Items and Follow Ups • Customer SLA Issue Reception • Customer SLA Violation Management
• Sales Quotes Dispatching • Upgrade Customer’s Products / Services • Holistic Customer View • Customer SLA Collection • Customer SLA Reporting
• Campaign Analytics • Customer SLA Analysis
• Campaign Design • Forecast Analysis • Order Capture, Negotiation and Activation
• Lead Generation & Management • Opportunity & Quote Management • Order Tracking Capabilities
• Campaign Execution & Refinement • Territory Management • Multi Media Integration
• Campaign Performance Tracking • Cross Sell / Up Sell recommendations
• Scripting
CUSTOMER PROBLEM MANAGEMENT
RETAIL OUTLET VIRTUAL NETWORK OPERATORS AFFILIATES CUSTOMER PROBLEM QUALIFICATION & RECEPTION CUSTOMER PROBLEM LIFECYCLE MANAGEMENT COLLECTION MANAGEMENT
COMPENSATION & RESULTS SALES AIDS • Customer Information Management • Customer Information Management • Mass Service / Product Activation • ID customer/Customer validation • Create a case if needed COLLECTION POLICY DEFINITION AND COLLECTION POLICY EXECUTION AND
• Contact and Retention Management • Contact and Retention Management • Mass Transaction Feed of New Orders • ID services customer has subscribed to • Relate the given case to an existing case / trouble ticket if appropriate CONFIGURATION MONITORING
SALES COMPENSATION COMPENSATION RESULTS REPORTING SALES JOB AIDS SALES PRODUCT SUPPORT • Order Capture and Negotiation • Order Capture and Negotiation • Activation of Service / Product Sold by Affiliate • Reception of problems from various sources • Relate the given case to a workforce management dispatch
• Problem Resolution • Billing Management Activities • Registration of Pre Activated Service / Product • Problem triage • Tracking of the case, including the related activities • Collection Flows Creation • Collection Decision Engine
• Receivables and Collection Activities • Collection rules definition
PRODUCT MANAGEMENT
• Self Service Kiosk • Access to a complete customer problem history database • Associate correct diagnostic code to the case • Collection Treatment Management
• Agent Portable Device Support • Problem Resolution • Case Archival • Collection Execution Monitoring
SALES ACCOUNT MANAGEMENT SALES & MARKETING REPORTING • Retail Store Integration • Data Fencing
• VNO Personalization
COLLECTION SETTLEMENT
• Manual Intervention
CUSTOMER PROBLEM DIAGNOSTICS
PRODUCT STRATEGY / PROPOSITION MANAGEMENT CUSTOMER/PROSPECT DATA • Sales Account Assignment SALES & MARKETING REPORTING • Determine the source (root cause) of the problem CUSTOMER PROBLEM RESOLUTION • Build payment plan
• Payment plan monitoring
ACQUISITION • Sales Account Planning • Utilize service performance and service problem management functions • Taking necessary measures to address the problem and correct it
• Strategy Capturing and Management • Link propositions to products • Use Diagnostics / Testing tools to determine the actual cause • Utilize resource / service problem management functions to repair customer
• Proposition Organization
• Link strategy to propositions
• Strategy Delivery Project Management
• Strategy Performance Reporting
SOLUTION MANAGEMENT • Use a detailed service inventory to create customer connectivity / topology view product / service
• Utilize the supplemental data to resolve the customer problem
• Receive service quality of service violation data RECEIVABLES MANAGEMENT
SOLUTION REQUIREMENT CAPTURE PROPOSAL MANAGEMENT OFFER MANAGEMENT CUSTOMER PROBLEM VERIFICATION & CLOSURE
• Correlate events associated with customer contact to determine source
• Update the case with a “Cause Code” A/R MANAGEMENT FINANCIAL REPORTING
• Verify with the customer that the problem has been fixed
PRODUCT CATALOG MANAGEMENT SOLUTION DESIGN PRICE OPTIMIZATION SALES NEGOTIATION • Verify that the service and/or resource level tickets closure • Posting of invoice charge items from Billing
• Close the customer trouble ticket • Application of Payments PAYMENT MANAGEMENT
• Product Catalog Management is a realization of the Cross Domain Catalog Management application in the Customer Domain SOLUTION PRICING CUSTOMER PROBLEM REPORTING • Document the cause code • Deposit Management • Payment Interface Management
• Generate operational reports • Financial Account Management • Payment Validation & Authorization
• Generate customer problem lifecycle tracking reports • Advance Payment Acceptance • Payment Settlement
• Bill preparation
PRODUCT LIFECYCLE MANAGEMENT PRODUCT PERFORMANCE MANAGEMENT CONTRACT MANAGEMENT
JOURNALIZATION
• Solicit product requirements • Manage existing products • Product campaign tracking • Product capacity analysis • Product Sourcing Determination CONTRACT GENERATION CONTRACT IMPLEMENTATION CONTRACT TRACKING & STORAGE CASE MANAGEMENT
• Product Catalog and Offerings browsing • Assigned product Maintenance • Jeopardy notifications • Perform manual collection activities • Collection agent reassignment
•P ayment arrangement settlement – Payment Payment
• Revision control
• Order Capture and Negotiation • CSR access to a specific order • Orders administration
• Order take-over and relinquish • Error resolution • Business / Financial / Operational reporting arrangement settlement with the customer • Immediate Payment of Balance / Specific Invoice
• Issue write-offs • Prepaid recharge
API MANAGEMENT
API “BROKER” / “GATEWAY”
SERVICE TEST STRATEGY AND POLICY MANAGEMENT SERVICE TEST COMMAND AND CONTROL • Channel guidance and data capture • Oversees the transfer of the distributed requests to appropriate internal factories •C ollection (including gateway functions) • Enrichment
• Change management
• Access the various service test devices • Customer and Product data Collection • Tracks the various distributed orders until completed • Guiding • Analysis
• Test rules defining the strategies for carrying out the test SERVICE PROBLEM RECEPTIONSERVICE PROBLEM MONITORING
• Command and control the various service test devices • Offering Availability • Provides status on overall customer order • Distribution • Summarization
• Policies on interpretation of test results
• Inquiry handling
SERVICE TEST LIFECYCLE MANAGEMENT SERVICE TEST SERVICES • Completes the customer order
• Pending Orders Maintenance • Order Change Management • Ordering Activity Governance BILLING ACCOUNT MANAGEMENT
RESOURCE TEST MANAGEMENT • Service Quality Model Establishment • Service Quality Analysis • Price plan determination • Billing statement association
• Service Quality Collection & Monitoring • Service Quality Reporting • Shared allowances community • Charge association to billing account
• Inter layer aspects
RESOURCE TEST STRATEGY AND POLICY MANAGEMENT RESOURCE TEST LIFECYCLE MANAGEMENT • Charge distribution to pay means • Reporting
FALLOUT ORCHESTRATION
• Replenishment relation
RESOURCE LIFECYCLE MANAGEMENT
DEVELOPERS PORTAL
• Resource Configuration Logs • Service Availability • Collection of relevant resource data • Service Data aggregation and trending
TACTICAL PLANNING required to perform resource testing • Test results interpretation • Recurring • One time • Usage
• Resource Configuration Verification Versus Design • Service performance monitoring data accumulation
• Implementing Strategic plans at All Technology Layers • Manage test heads BILL CYCLE RUN MANAGEMENT
• Resource Topology Verification Versus Inventory
Management Systems • Support Network Rearrangement SERVICE DESIGN/ASSIGN SERVICE CONFIGURATION MANAGEMENT DISCOUNTS CALCULATION
• Remedial Relocation of Network Capacity in Response • Design Solution • Service Parameters Allocation • Compose a Service Configuration Plan SERVICE PERFORMANCE ANALYSIS INVOICE GENERATION
RESOURCE TEST SERVICES
to Unpredicted Demand • Assign/Procure Network Resources • Service Parameters Reservation • Service Configuration • Analyzing performance data received from Service Performance Monitoring • Provide recommendation TAX CALCULATION
CAPABILITY SPECIFICATION MANAGEMENT • Detailed Design and Implementation • Automated invocation of a test and retrieval of results • Manual test initiation and control
• Component relation management
• Procure Access • Update Service Inventory • Cross Service Dependencies • Determining the root causes of service performance degradations
FALLOUT NOTIFICATION
of Interconnect with Other Operators • Procure CPE
FALLOUT REPORTING
SPARES & WAREHOUSE INVENTORY MANAGEMENT • Reactive Planning for Fulfillment
• Reactive Planning for Fault Management SERVICE ACTIVATION MANAGEMENT SERVICE PERFORMANCE REPORTING
• Database of all spares • Reactive Planning for Performance Management RESOURCE PROCESS MANAGEMENT • Plan Service Activation • Activation Notifications
CHARGE CALCULATION AND BALANCE MANAGEMENT
• Barcode / RFID tracking • Service Configuration Activation
• Record location of spares RESOURCE LOGISTICS CHARGE CALCULATION
• Componentization
• Compatibility rules
• Introduce new technologies into the network • Support Strategic Data Centre locations, sizing, • Analyzing performance data received from Resource Performance Monitoring • Performance data collection
•D etermine Network vendors, Devices and Configuration interconnectivity and resilience RESOURCE DESIGN / ASSIGN RESOURCE ORDER PUBLICATION • Determining the root causes of resource performance degradations • Performance monitoring data accumulation
•D etermine the role of different technologies in the • Selection of application server vendors and infrastructure • Resource Inventory Information Model • Resource Inventory Update Notifications • Resource Inventory Reconciliation
network applications • Resource Inventory Retrieval • Resource Inventory Update
• Resource Availability • Provide recommendations for performance improvements and trend analysis • Performance event correlation and filtering VOUCHER MANAGEMENT
• Resource Order Configuration Management • Data aggregation and trending
•S pecify the Generalized Resource Device and • Support Partner Management with volume requirements
• Entity handling
MANAGEMENT
• Number Acquisition & Inventory Establishment • Number Reservation • Number Aging • Usage Event Mediation • Usage Event Distribution • Provides correction capabilities
• Number Search • Number Assignment • Number Tracking and Reporting
RESOURCE ACTIVATION RESOURCE DISCOVERY RESOURCE FAULT & PERFORMANCE DATA MEDIATION
• Update the resource instance to perform the activation or deactivation • Configuration validation and rollback • Parsing of data from one format to another • Pattern recognition
• Update the resource to activate Billing data collection • Manage dependencies within, and across network elements through rules OSS INVENTORY/DATA SYNCHRONIZATION MANAGEMENT • Correlation • Tools to set up and maintain parsing rules
• Notify Resource Provision / Control of the activation status • Multi-vendor and multi-technology activation
• Update Resource Inventory with the resource status information • Multiple NE activation coordination
• Queued / scheduled activation requests • Confirm / identify available resources
SUPPLIER/PARTNER
• Product and Service Definition settlement periods
SUPPLIER/PARTNER MANAGEMENT • Partners’ accounting
• Partners Business Event Processing
• Settlement management
•O versee the Partners’ accounting activities
S/P WORKFLOW • Error Management • Provide monitoring tools
S/P PRODUCT LIFECYCLE MANAGEMENT S/P RELATIONSHIP MANAGEMENT S/P ORDER MANAGEMENT S/P ASSURANCE MANAGEMENT S/P RECONCILIATION MANAGEMENT
•A utomatic and manual handling of records found in error, • Handling of payments
• Product Onboarding, Updates and Decommissioning • Identification of Potential Partners S/P REPORTING • S/P Order Data Collection • S/P Order Tracking & Management • Handling Customer Inquiries • Handling Inquires between CSP and S/P • S/P Invoice Reconciliation mass correction and re-rating of events • Logging and tracking of full or partial payments.
• Product Certification / Decertification • Contract Management • S/P Selection • S/P Order Validation • Receiving Problems from Partner • Performance Management • S/Partner Data Collection • Partner Invoice management • Disputes management
• Initiation of Product Instantiation • Partner Account Creation and Management • S/P Order Feasibility • S/P Order Publication • Partner Settlements • Monitoring tools
S/P PORTAL
Some details have been omitted due to space constraints. For the entire TM Forum Application Framework refer to the TM Forum document GB929 V14.5 at www.tmforum.org. An electronic copy of this poster is available at http://www.amdocs.com/posters. The Application Framework poster design © Amdocs. The Application Framework content © TM Forum 2014.