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Introduction to Liberate and Liberate Customers DATE.

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Presentation on theme: "Introduction to Liberate and Liberate Customers DATE."— Presentation transcript:

1 Introduction to Liberate and Liberate Customers DATE

2 2 Liberate in the marketplace Video Introduction to Liberate and Liberate Customers| Date

3 3 Question: Liberate is a Customer Care, Billing and Order Management system* It is the “glue” for 3 rd party and self built CRM capability Repository of all our customer data * Originally, the name used for both the front -end and back-end was CIS Introduction to Liberate and Liberate Customers| Date What do you know about Liberate?

4 Backend – CIS Cobol & RDB (VMS) Front-end – Liberate Java and HTML5 (Linux) MULE Hubs Integration Web services Low level API Windows->VMS Gateway Business-level API Java (Linux) Insight (Management Info) SQL server & Business Objects Legacy Lots, being turned off Liberate: What it is Line Plant & Exchanges Service Provision Message Processing & Rating Billing Accounts Receivable Fault Recording & Management Inter Administration Accounting Directory Enquiries Pricing Customer Care 4Introduction to Liberate and Liberate Customers| Date

5 5 Question: No company can survive without Billing! Billing is really interesting …. REALLY it is! Introduction to Liberate and Liberate Customers| Date What excites you about Billing?

6 6 If you can’t bill for it, it’s a hobby Introduction to Liberate and Liberate Customers| Date

7 7 Liberate is critical to empowering people on the front line In every location Liberate users are judged… Retail stores Contact centres Online & on the move Introduction to Liberate and Liberate Customers| Date How do you think Liberate users are judged in these locations? Queue time Speed to answer Ease of use Knowledge of staff Availability of the right products and packages Level of IVR automation Speed of query resolution Knowledge of staff Level of Self Service Access to your data Help when needed

8 8 Liberate: one system front to back Service from one of our shops Service from one of our call centres Service from one of our engineers Service from one of our dealers Service online Service from one of our products Sign-up ChangeScheduleConfigureFaultPayComplain Introduction to Liberate and Liberate Customers| Date Liberate supports all aspects of the CWC customer lifecycle processes across all products

9 9 Web 2.0 extendible framework A single platform exposing consistent logic and functions across multiple channels. Convergent order - to - cash customer care and billing platform. Pricing and Promotions Engine Customers, Products and Services Process Engine Reporting functionality and BI Capability- Dashboards Performance Reporting ShopsCall - CentresOn-lineDealers Back office Field - Console Liberate’s key components * * Insight is not used by every BU; currently only used by LIME Introduction to Liberate and Liberate Customers| Date

10 Evolution of Liberate DATE

11 11 Liberate History: 1990’s YearKey developmentsDev partnersDeployment 1991 Development of CIS begins ESB Aldiscon Ireland 1992‘’ ESB Aldiscon Ireland / Calidus London 1993‘’ Calidus London First BU (Grenada) goes live 1994 Performance enhancements to support larger BUs Jamaica model company formed to test CIS 1995‘’ Jamaica goes live 1996‘’ C&W Barbados goes live 1997‘’ TSTT Trinidad goes live 1998 iService Web Portal development begins C&W Panama goes live 1999 ‘’SEMA outsource Introduction to Liberate and Liberate Customers| Date

12 12 Liberate History: The “Noughties” YearKey developmentsDev partnersDeployment ‘’ SEMA OUTSOURCE ‘’ 2004 C# GUI development starts Insource back to C&W 2005‘’ LIME GSM customers migrated from Amdocs to CIS 2006 Integration with Comverse RTBS ‘’ Guernsey migrate to CIS & CIS+ GUI for mobile line of business Integration with Comverse RTBS goes live Jersey launches GSM Business, using CIS+GUI 2007‘’ Patni (now iGate) offshore partner Seychelles GSM migrate to CIS+GUI and RTBS integration Isle of Man launches GSM Business, using CIS+GUI 2008 Liberate development starts Guernsey migrate fixed line customers to CIS & CIS+GUI Dhiraagu GSM migrate to CIS+GUI and RTBS integration for prepaid and postpaid 2009 Liberate initial development completes WiMax launch for Connecteo in Burkina Faso and Cameroon (lasted for 1-2 years) Introduction to Liberate and Liberate Customers| Date

13 13 Liberate History: 2010-today! YearKey developmentsDev partnersDeployment 2010‘’ Patni (now iGate) offshore partner ‘’ 2011 C# GUI development starts Disposal of Bermuda 2012 Integration with Comverse ONE iGate offshore partner (Patni became part of iGate) Integration with Comverse One goes live in Jamaica and Cayman for prepaid 2013 Disposal of Batelco and GM (Macau) Integration with ComverseONE for prepaid AND postpaid goes live in Dhiraagu and Channel Islands. Integration with ComverseONE for prepaid in LIME BAR & RoC. Greeen screen switch off completed by Dhiraagu 2014Team moves to Miami Introduction to Liberate and Liberate Customers| Date

14 Liberate Customer Overview DATE

15 15Introduction to Liberate and Liberate Customers| Date

16 16 Our main focus is on the Caribbean and Central America Introduction to Liberate and Liberate Customers| Date Owned by CWC LIME: Anguilla, Antigua & Barbuda, Barbados, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts & Nevis, St. Lucia, St. Vincent, Turks & Caicos Islands, British Virgin Islands Panama, Seychelles CWC Interests (not a majority shareholder) Solomon Islands, TSTT - Trinidad & Tobago Not CWC Interests (supported by the Liberate team) Batelco: Maldives, CIIM – Guernsey, Jersey, Isle of Man CTM : Macau LinkBermuda: Bermuda CWC Interests that don’t have Liberate Bahamas We have a presence in 25 countries

17 17 Processes and Products LIME (Caribbean) & Seychelles CWP (Panama) CTM (Macau), Batelco ( Maldives & Channel Is.) Solomon Is., TST T- Trinidad & Tobago Processes supported: Lime: Ordering, provisioning, rating, billing & collections / credit control Seychelles: Ordering, provisioning, faults, rating, billing & collections / credit control Products supported: Mobile, broadband, fixed & TV *mobile rating by Comverse in all these regions Processes supported: Ordering, provisioning, faults, rating*, billing & collections / credit control Products supported: Solomon Is.: Mobile, broadband & fixed TSTT: Broadband & fixed Processes supported: Ordering, provisioning, faults, rating, billing & collections / credit control Products supported:* Broadband, fixed & TV Processes supported: Ordering, provisioning, faults, rating*, billing & collections / credit control Products supported: CTM/Macau: Broadband & fixed Channel Is. & Maldives: Mobile, broadband, fixed 3.4 million mobile customers 1.1 million fixed line customers 366,000 broadband customers Introduction to Liberate and Liberate Customers| Date *mobile rating by Comverse in all these regions*mobile is supported on Unicorn

18 Early versions were not complete Missing functions; insufficient attention to resilience and usability Error messages too generic and not readable by humans The system the users love to hate 18Introduction to Liberate and Liberate Customers| Date Old hands prefer green screens because of familiarity/fluency Particularly those exercising a limited range of functions Training doesn’t stick (churn in contact centres; closet GS use in back office) It’s the front door Problems in e.g. Comverse or ACUT are reported as “Liberate” Users complained about Green Screen before they had Liberate Underlying systems decay Bottlenecks develop round the stack Regular tuning and servicing are required but often neglected We’re trying to turn this around, but it takes time new user training time is MUCH shorter with Liberate Liberate 2.0 was better; Liberate 4.0 & 5.0 are better still Usability improvements, including more hot keys Performance improvements from reduced roundtrips and SQL tuning Focus on operability (GWS, IMS …)

19 19 Liberate in the workplace Video Introduction to Liberate and Liberate Customers| Date Liberate Users_0111.wmv

20 Liberate in the market Video 2 20Introduction to Liberate and Liberate Customers| Date


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