ConceptWave Rapid CRM

ConceptWave Rapid CRM portfolio spans Customer Lifecycle Management (CLM) geared to ignite your CRM experience, quickly monetize your product lines to market, make customers clamor around your CSP offers and enable you to drive and manage your customer experience.

Managing The Lifecycle Of Customers, From Contact To Self-Care

Communications service providers (CSPs) face constant challenges to keep up with converged services and the unceasing demand from the customers accessing the cloud and applications, as CSPs create an optimal and lasting positive customer experience:

59% of customers who buy converged services will stop doing business after a single bad experience. Existing CRM technologies have often not improved the experience, sometimes making it worse. 67% of front-line employees and CSRs dont have effective tools and access to resolve problems.

ConceptWave Can Help

ConceptWaves Rapid CRM portfolio enables you to work effectively across your organization processes and technology to build strong brand loyalty and customer experience, increase profitability and reduce operations cost all with one unifying goal in mind: rapid CSP customer-engagement-to-revenue through superior customer order handling and performance.

Fulfill customer experience management (CEM) needs and position yourself for advanced services deployment. Gain a 360 view of products, orders, services and critical customer information enabling you to recommend intelligent product business decisions on the fly. Empower sales and customer service teams with real-time data to make immediate, factual decisions and create product roll-outs in record time.

Manage Customer Data

Customer Information Management integrates with Order Management, Quote Management and Service Inventory for a real-time 360 degree view of the Customer and its activities.

Business Challenge

B/OSS environments lack complete, relevant and informative profiles of the Customer. Customer information stored in different repositories is frequently out of sync causing

CSR frustration and a poor customer service experience.

Overview and Benefits

Immediately associate customer information in a single centralized interface Real-time 360? intelligent view of customer information connects to services, work orders, and contact events Powerful gateway interface to launch tasks, processes, look-ups, real-time changes, and validations NGOSS interface allows easy query and population by 3rd party systems

Mine, Analyze, Grow and Drive Customer Subscriptions

Service Registry provides a highly flexible repository that is able to hold a clients Product, Service and Resource information.

Business Challenge

Service deployments are far more varied and unique than what existing systems can handle. Current converged product-offer deployments are slower than what customers demand.

Overview and Benefits

An out-of-box, customizable service inventory that accelerates product deployment. Subscriber focused information that provides key registration components across fingertip navigation. Built on ConceptWaves proven industry experience across global CSP best-practices.

Complete Customer Experience Management for CSRs

Unified Workstation directly integrates with Customer, Order, Quote and Inventory Management, among others, to provide a single Call Centre Desktop solution.

Business Challenge

Multiple B/OSS systems and channels, managed by different and disparate systems lack a unified view to make key real-time, immediate business decisions and recommendations Ineffective CSP business decision-making and services visibility slow delivery, poor customer impression and lack brand loyalty

Overview and Benefits

A complete Customer Lifecycle Management (CLM) workstation that provides integrated customer information from inception to retirement, paired with real-time intelligence to make immediate business decisions and up-sell / cross-sell recommendations. Flexible, highly robust, product designed to drastically improve CSR performance, customer engagement, and loyalty. Increase CSR customer response and significantly improve CSR training time from months to days. Rapid configuration-based integration access, capture, organize, and optimize information, with complete control over the customer experience.

Manage Customer Data

Customer Information Management integrates with Order Management, Quote Management and Service Inventory for a real-time 360 degree view of the Customer and its activities.

Business Challenge

B/OSS environments lack complete, relevant and informative profiles of the Customer. Customer information stored in different repositories is frequently out of sync causing CSR frustration and a poor customer service experience.

Overview and Benefits

Immediately associate customer information in a single centralized interface Real-time 360? intelligent view of customer information connects to services, work orders, and contact events Powerful gateway interface to launch tasks, processes, look-ups, real-time changes, and validations NGOSS interface allows easy query and population by 3rd party systems

Mine, Analyze, Grow and Drive Customer Subscriptions

Service Registry provides a highly flexible repository that is able to hold a clients Product, Service and Resource information.

Business Challenge

Service deployments are far more varied and unique than what existing systems can handle.

Current converged product-offer deployments are slower than what customers demand.

Overview and Benefits

An out-of-box, customizable service inventory that accelerates product deployment. Subscriber focused information that provides key registration components across fingertip navigation. Built on ConceptWaves proven industry experience across global CSP best-practices.

Complete Customer Experience Management for CSRs

Unified Workstation directly integrates with Customer, Order, Quote and Inventory Management, among others, to provide a single Call Centre Desktop solution.

Business Challenge

Multiple B/OSS systems and channels, managed by different and disparate systems lack a unified view to make key real-time, immediate business decisions and recommendations Ineffective CSP business decision-making and services visibility slow delivery, poor customer impression and lack brand loyalty

Overview and Benefits

A complete Customer Lifecycle Management (CLM) workstation that provides integrated customer information from inception to retirement, paired with real-time intelligence to make immediate business decisions and up-sell / cross-sell recommendations. Flexible, highly robust, product designed to drastically improve CSR performance, customer engagement, and loyalty. Increase CSR customer response and significantly improve CSR training time from months to days. Rapid configuration-based integration access, capture, organize, and optimize information, with complete control over the customer experience.

ConceptWave Order Care

Working individually or together, the Order Care Suite includes Catalog Management, Order Negotiations, Order Management and Order Analytics. Designed to integrate with existing BSS/OSS architecture, this software suite has been architected specifically to address the complex order handling requirements of Communications Service Providers in the cable, wireline and wireless segments.

Accelerated Enterprise Architecture

Our Accelerated Enterprise Architecture (AEA) is a metadata-controlled, centralized product catalog, combined with configuration technology that enables quick assembly of products and services into high-performance, high-volume systems with minimal requirement for new OSS software code. In an arena where order processing can account for up to 60% of the cost of goods sold, ConceptWaves Commercial Off-The-Shelf (COTS) solutions provide CSPs with a measurable gain in Average Revenue Per User (ARPU) and productivity, as well as significant improvements in cost and customer experience.

Out-of-the-Box, Customizable, Iterative Solutions

ConceptWave is a leading provider of template-driven, fully customizable platforms to facilitate and automate communications product and service lifecycles. Our out-of-the-box, iterative solutions emphasize best practices for rapid, ROI-sensitive deployments that reduce time-to-revenue. At the same time, unique architecture provides the flexibility to configure for special needs, the technology to manage complex order bundles and the agility to make quick changes in a competitive marketplace. Since we founded ConceptWave in 2000, multiple deployments have shown us that clients who implement our Order Care suite can expect to experience full integration with legacy systems along with:

Rapid implementation (3 to 6 months) Fast launch of new services, generating additional revenue streams Increase in operational efficiency and order-handling capacity by up to 15% 500% increase in order throughput during peak hours

High scalability: transaction volumes of over 120K orders/hour, ability to model over 800 products and 10,000 offerings, capacity of over 3,000 concurrent users Reduction of more than 50% in implementation costs Fewer errors, data fallout and rework, with order-handling flow-through rates of over 95% Reduced operational expenses usually by 30% Transformation of CSRs into valuable product consultants who increase ARPU Improved customer service, satisfaction and retention

ConceptWave Order Care

Catalog Management Everything You Need to Manage Your Product Lifecycles Order Management Well Managed Orders Lead to Satisfied Customers Order Negotiations Effective Order-to-Cash Starts with a Flawless Order Order Analytics Identify and Resolve Order Fulfillment Issues Before They Impact Your Business

Everything You Need to Manage Your Product Lifecycles

Faced with increased data complexity products, services, network assets, offers, bundles and discounts many Communications Service Providers (CSPs) are searching for effective ways to coordinate the information they need to manage product lifecycles efficiently. Part of our Order Care Suite, Catalog Management is an integrated solution that defines, introduces, manages and retires product and service offerings across distributed service provider environments.

Working With Your Existing BSS/OSS Architecture

Created to accelerate product rollout, Catalog Management facilitates rapid product definition, design, test and launch. It works seamlessly with existing BSS/OSS architecture, applications and data repositories, so you wont need to make any changes to your back-end systems.

A Shared View of Existing Data

Catalog Management lets you tap into data repositories within existing systems, such as CRM or Billing, without the need to migrate product and Catalog information to a central location. Instead, it synchronizes and federates data in real time, providing a shared 360o view of the information you need to drive product lifecycle management.

Increase Efficiency, Reduce Costs, Save Time and Maximize Profits

Catalog Management is the product of choice for many leading organizations worldwide. As a dynamic product lifecycle manager, it will help you proactively address issues such as stalled revenue, loss of market share, declining customer satisfaction levels and ARPU erosion. By deploying Catalog Management, you will be able to:

Improve efficiency and save money, by integrating your catalogs for a single view of all products and services Become more responsive, by creating innovative, personalized consumer product bundles Increase revenue and ROI, by bringing new, differentiated, products to market faster, with fewer errors Step ahead of the competition, by marketing unique offers to business customers Save time, by unifing your offerings across all sales channels Maximize profitability, by facilitating up-sell/cross-sell based on up-to-date product information

Quick Set-up and Easy Customization

Leveraging ConceptWaves metadata-driven approach, Catalog Management allows for consistent configuration and refinement of complex and interrelated product definition, order management and fulfillment functions, without lengthy release cycles and recoding. Domain templates based on years of telecom field knowledge cut implementation time in half, and get you up and running quickly. You can also customize the product catalog structure including product hierarchies, bundles, features, availability rules and associated workflow definitions to suit the unique needs of your telecom marketplace.

A Competitive Advantage

In a competitive environment, where speed to market is critical, close customer relationships are essential and product innovation is a key differentiator, Catalog Management provides a simple, targeted solution for Communications Service Providers:

Simple Administration - Centrally defines relationships between products, features, availability, pricing rules, etc. User-friendly administration facilitates rapid deployment of bundles, price promotions and other offer changes. Offer-to-Order Mapping - Creates an intuitive environment, in which workflow rules are tied to the product items. Easily interfaces with downstream systems to manage and fulfill complex multi-product orders for video, data, voice and wireless technologies. Offer-Directed Order Entry ConceptWave Catalog Management directs Order Entry systems to present product offers and bundles targeted to specific customers, market segments etc. enabling differentiation.

Read more about ConceptWave Solutions for different Services.

Well Managed Orders Lead to Satisfied Customers

With an increasingly complex choice of offerings, devices, applications and content providers, leading Communications Service Providers (CSPs) recognize the need for an agile, accurate, responsive order validation and provisioning system. Part of our Order Care Suite, Order Management provides you with workflow tools to visualize, automate and accelerate the order-to-cash processes that span your organization, technology, customer and partner domains.

Real-Time, Scalable, Customer-Specific Order Processing

Created to integrate the supply chain into the order handling process from capture to fulfillment Order Management offers flexible order processing capabilities and low Total Cost of Ownership (TCO). Working seamlessly within existing BSS/OSS architecture, legacy applications and data repositories, you can apply its high-performance intelligence to any order, service or network.

The Order Management Specialist

Because Order Management is highly configurable, you can offer customers the most flexible and agile response to their changing telecom needs. Innovative order and service decomposition and orchestration capabilities enable you to match components and communicate with multiple back-end systems, as well as manual processes. You can decouple this centralized order fulfillment solution from systems such as CRM and Billing, to ensure clean, accurate orders. By deploying ConceptWaves expert solution, youll have fewer downstream billing errors and adjustments, radically reduced fallout, increased customer satisfaction and quicker time to revenue. Itll help you acquire new customers, build loyalty and set the stage for successful up-sell and cross-sell initiatives:

Quicker, more accurate fulfillment processes and reduced revenue leakage Better decomposition and orchestration of orders including partner products Significantly lower TCO on all your fulfillment efforts Increased customer satisfaction and loyalty Lower training costs for staff handling orders and exceptions Greater visibility into your end-to-end processes

Integration Across Multiple Environments

Leveraging ConceptWaves metadata-driven business process modelling, Order Management breaks down complex orders and leverages a rules-based workflow engine, to enable processing according to your conventions. Its real-time order validation and provisioning capabilities automate order handling and repair and can automatically repair orders, where necessary. By providing visibility across multiple environments, Order Management can integrate end-toend supply chains using XML-based interfaces, web service principles and technologies like SOAP, JMS, HTML and SID. It also enables interconnection between trading partners, and can manage orders across partner networks and processes.

React Quickly to Exceptions, Opportunities and Errors

With clients becoming more demanding, and terms and timeframes narrowing, your customer service relationships must be exceptional, and your speed to fulfillment faster than your competitors. Order Management is a high-performance, integrated order handling solution that helps you navigate the path to satisfied customers and greater ROI:

Exception Management Manage unplanned exceptions and error messages. Use ConceptWave Order Management to define event triggers and establish business logic to handle resolution and/or routing automatically. Easy Customization Intuitive GUI enables business analysts to configure, test and rapidly deploy changes to order management functionality. Model, engineer and extend workflows to reflect order routing, as well as order decomposition into sub-flows.

Optimized Rollback Return an incorrect order process to its original state. Also, intercept in-process orders for modification without the cost of rebuilding the order from scratch. Proactive Jeopardy Management Track and predict failures through intelligent threshold and behavioural analysis.

Read more about ConceptWave Solutions for different Services.

Effective Order-to-Cash Starts with a Flawless Order

Getting the order right first time is the key to happy customers and successful, cost-effective order negotiations. But, how do you offer an easy to use and consistent self-directed order experience to your customers while ensuring a flawless order entry process? Part of our Order Care Suite, Order Negotiations provides Communications Service Providers (CSPs) with the tools to centralize order capture, validate every order prior to provisioning and deploy new products more effectively, with a greater level of automation.

A Three-Step Process
Built with flexibility and robust system integration capabilities, Order Negotiations accelerates time to revenue, increases ARPU and personalizes, validates and fulfills every order:

Presents Your Products to Customers Product Catalog Integration: Product/Offer/Promotion Manages Your Order Lifecycle Order Capture & Changes/Progress Monitoring Oversees Your Customer Information Account Setup & Changes/Customized Presentation

A Wizard-Driven GUI and a Catalog-Driven Process

Order Negotiations uses a wizard-driven GUI to guide you through the order capture process from quotation, sales and order to credit approval. The sophisticated screens capture data for any product or service, including unusual bundles and offers. They also

handle any order type including New, Add, Move, Supplement, Cancel, Suspend and Disconnect. Plus, this data capture will extend across any channel from internal CSRs and customer self-serve, to channel partners and suppliers. Order Negotiations uses a catalog-driven process to ensure your customers first impressions are flawless, and all aspects of an order are valid and accurate. This provides a consistent, high-quality user experience with rich functionality and zero errors:

Unifies sales management across all channels Facilitates consistent product inquiry and ordering Develops subscriber-tailored selling Achieves low costper-order through efficient order capture and validation Realizes faster time-to-revenue-and-market Improves your inquiry-to-order conversion ratio

More Accurate Order Capture, and Better Informed Customer Interactions

Order Negotiations integrates easily with the TM Forum, eTOM and SID frameworks to drive common process definition and information modelling. Its zero-footprint, web-based, intuitive front-end drives guided order entry and negotiation processes to help contact centres handle more volume, and drive more informed customer interactions. Using templates that support any type of order, Order Negotiations allows you to configure business rules for all order fields, and for combinations of related fields, to improve order capture accuracy.

Advanced Capabilities
Order Negotiations provides a consistent user experience through a centralized order validation and product and service catalog, which integrates with back-end systems and far exceeds the capablities of existing Billing and CRM systems:

Support for Multiple Product Types Order Negotiations includes a significant library of pre-built accelerators to support multiple product types, so you can handle any negotiation, including residential, business and wholesale from simple voice services to complex business VPNs, as well as hosted and managed applications. Self-Care Portals Order Negotiations includes pre-built, self-care portals for many service types, along with easy extensibility to meet your specific needs. Pricing and Availiablity Information Through integration with product catalogs and resource-based systems, ConceptWave Order Negotiations provides pricing and availiability information for complex products and multi-featured services so you can respond immediately during customer interactions.

Read more about ConceptWave Solutions for different Services.

Identify and Resolve Order Fulfillment Issues Before They Impact Your Business

Many traditional reports and Key Performance Indicator (KPI) dashboards offer only generic data that can neither identify nor solve your order fulfillment problems. The best way to know if youre on track, to understand whether youre achieving your goals and to correct any performance issues, is to monitor and analyze your progress and performance using informative metrics.

Service Provider Management Reports

Order Analytics collects data during the order lifecycle for use in management reports. You can also configure the software as a KPI dashboard to monitor order metrics. Order Analytics stores the relevant information for immediate retrieval, using ConceptWaves unique Order Finder technology.

A Real-Time Operational Dashboard

Using a single system, you can monitor operational KPIs for any order, any service, over any network. Reports include historical data, as well as trend analysis, and measure order metrics against customer profitability. You can also analyze and assess customer profiles for up-sell activities, based on campaign metrics, ARPU, profitability and other factors.

How Much do You Know About Your Customers?

Order Analytics capabilities range from reporting on every segment of ordering processes, to volumetric reports on factors such as total order by product, service or rejection types:

Monitor a real-time 360o dashboard view of the order fulfillment lifecycle Proactively identify order jeopardies and trigger mitigation options Enable process improvement through order metrics reporting and analysis Maximize profitability through customer-profile reporting

Track Key Performance Indicators

Informed Business Transformation Decisions

Leveraging ConceptWaves metadata-driven approach, Order Analytics helps Communications Service Providers (CSPs) make informed business transformation decisions. It tracks metrics such as average provisioning intervals, cost-per-order, service profitability and loss, impact of promotions, and provides decision support for operational improvements and efficiencies. Order Analytics also measures and reports on the impact of change on services, orders, offerings, fulfillment processes, operational costs, competitiveness and time-to-revenue.

Track And Retrieve Any Detail in the Order Lifecycle

ConceptWave Order Analytics audits and tracks all aspects of the order lifecycle. Every milestone, timestamp, order status, order completion, escalation, user log and jeopardy is stored in the database for immediate retrieval and analysis:

Immediate Value Out-of-the-box, easily configured reports provide customized, aggregated and federated intelligence,facilitating rapid adjustments. Layered Information Point and click to navigate through order and service fulfillment data from high-level to granular. Dynamic Reporting Create additional reports using ConceptWaves Service Designer (SD) tool. Reports can be viewed online and printed locally, or through the network, and saved locally as PDF, CSV, Excel and XML files.

Read more about ConceptWave Solutions for different Services.