2. General purpose CRM & Billing Overview Ticket driven (request-approve- commit) Rich toolset in Integration layer

3. User and role management Customer profile management Customer account management (charges & payments) Services and tariff management Business flow management (ticketing) Warehouse (customer side installed device management) Integration and automation Key components

4. Supporting components Customer care and technical support Address and Network topology management Reporting Integration layer adapters (Diameter server, VOD CDR analyzer, EPG crawler, etc…) Call center monitoring Customer self care

5. General concepts of customer management Customer is registered and as a result customer profile is being formed A default account is being created for customer One or couple of tickets are opened for customer for service activation

6. General concepts of customer management Tickets are being forwarded from thread to thread until all the necessary work is done for activating service to customer

7. General concepts of customer management Finally ticket gets forwarded to step indicating that service is already active which in turn activates Service & tariff management component and service instance with requested tariff is being created and assigned to customer. The same service and tariff management component takes care of service daily tasks: calculate fees, request for service suspension if account balance is low

8. General concepts of customer management Payments module takes care for registering payments to accounts

9. General concepts of customer management The further tariff change and/or termination of service are also initiated and done means of tickets. At each step tickets processing can be automated by special scripts (Integration and automation module) All the tickets and their flow history are becoming part of user profile

10. User and role management Access is controlled via permissions to every view and/or button Permissions are grouped to roles User is assigned to multiple roles Options Built in user/role management based on application database LDAP (planned in further releases) Key module

11. Customer profile management Difference profiles for physical and juridical customers File attachments to profiles Tax calculation schemes Ability to manage contracts for better invoice generation History of all activities on profile General overview of User accounts and balances Services, addresses and provided devices Convenient documents printing from profile Key module

12. Account management Multiple accounts per customer Multiple services can be bound to single account Batch charging service for offline billing Charge tagging for better reports (per service type, cashier, etc…) Cashier received payments tracking and tools for cash transfers among cashiers Flexible reporting for service components for flexible tariffication Key module

13. Services and tariff management Plain monthly fee charging Internet, TV, etc.. Phone service with semi-online billing TV service with per channel charging Any other service is implemented on customer demand Options Time based price configuration Time based service parameter configuration Suspension/Resumption thresholds Charging tags Balance limits for suspension/resumption Parameters can be defined in tariff or left for filling in service activation requests Key module

14. Business flow management Driven by tickets Ticket flow configuration per ticket type Tickets can be pushed forward/backward with their resolution Special ticket manipulation views for separate steps in ticket lifecycle Configurable ticket access control Possibility to assign automatic ticket pre and post handlers for action verification and automatic resolution Key module

15. Warehouse Keeps the records of all end user devices Multiple stock and management of stock-to-stock and stock-to-user transfers Convenient tools for device registration (barcode scanners and batch import) Full device history Integration with business flow component (special ticket view for device assignment to end user) Key module

16. Integration and automation - I Rich integration API support (Telnet, TL1, SSH, SNMP, HTTP, SOAP, FTP, RMI, RDBMS, LDAP, SMTP, POP3, IMAP) Ability to create shared libraries Integration with business flow and tickets auto resolution Possibility to create tasks for system maintenance and statistics collection JavaScript based scripting engine allowing access to all system components Key module Features

17. Integration and automation - II Telnet ONT configuration STB rebooting SSH DHCP lease analysis RDBMS BRAS RADIUS provisioning SOAP Ericsson CAI3G provisioning – IAP, MMTEL FTP EPG publisher Wi-Fi ONT configuration HTTP Wi-Fi ONT configuration EPG crawling SMTP Mass mailing & notifications RMI Ticket auto-resolution Key module Live proven

18. Supporting module Customer care and tech. support Quick read only access to customer profiles General personal data Account balance and latest activities (charges and payments) Tickets history Services and their current states Direct access to integration tools from within customer profile Check customer device configuration and possible faults Check customer provisioning data Auto fix or reconfigure customer services Check for similar problems on customers of same BLM and/or OLT

19. Supporting module Reporting Based on open source BI solution (http://pentaho.com)http://pentaho.com Integrated BCRM user and role management Nearly 200 reports include financial, marketing, sales and hardware stats reports Apart from reports also provides bunch of standard templates for daily paperwork

20. Supporting module Integration layer adapters Diameter server Offline CDR registration CDR analysis and phone service tariffication Semi-online billing with 5 minutes lag TV adapter Web page crawler for EPG collection Manual EPG editing EPG publishing to IAP with verification VOD CDR auto-import and semi-online billing with 30 minutes lag Internet service adapter Per MB traffic counter with 30 minutes lag

21. Supporting module Call center monitoring Asterisk PBX based solution Web based UI Registers operator activities and generates report of done work by categories Fully integration is planned with customer care module Automatic navigation to customer profile when call is picked Tools for quick call forwarding to operator who initially was handling the issue

22. Supporting module Customer self care Web portal Personal information edit Account information Service/tariff management PBX customizations Information services Payments accepting All local payment machines Master, Visa Card accepting ARCA virtual cards

23. Contacts Tel.: +37460 500 650 E-mail: info@iunetworks.aminfo@iunetworks.am www.iunetworks.am