1. Introduction to Liberate and Liberate Customers
DATE

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

3. What do you know about Liberate?
Question:
What do you know about Liberate?
Liberate is a Customer Care, Billing and Order Management system*
It is the “glue” for 3rd 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 3
Introduction to Liberate and Liberate Customers| Date 3

4. Liberate: What it is Backend – CIS Front-end – Liberate MULE Hubs
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
Inter
Administration
Accounting
Line Plant &
Exchanges
Directory
Enquiries
Service
Provision
Fault Recording
& Management
Message Processing
& Rating
Accounts
Receivable
Billing
Customer
Care
Scope and Functionality of CIS
CIS is an integrated system based on a foundation of shared data across all functions.
Designed around concept of a ‘customer’ (however large) with access to all services and products.
Account structure defined for each customer to provide flexibility they require.
Full scope of telecommunication business is supported:
* Line Plant & Exchanges - describes the network infrastructure
* Service Provision - processes applications through to installation of customer service
* Message Processing & Rating - supports many record formats for usage information
* Billing - offers significant flexibility in bill options and layout
Pricing - offers a range of discount plans
* Accounts Receivable - provides extensive payment collection options supported by credit control and query management facilities
* Fault Recording & Management - aids rapid clearance of faults
* Directory Enquiries - DQ database maintained from the service orders
* Inter Administration Accounting - enables full management of IAA tasks
All backed up by extensive access to data directly by the users.
Fully flexible and user maintainable menus.
Multiple languages. Year 2000 compliant.
Pricing
Introduction to Liberate and Liberate Customers| Date

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

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

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

8. Liberate: one system front to back
Liberate supports all aspects of the CWC customer lifecycle processes across all products
Sign-up
Change
Schedule
Configure
Fault
Pay
Complain
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 8
Introduction to Liberate and Liberate Customers| Date 8

9. Liberate’s key components
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
Shops
Call
Centres On
line
Dealers
Back office
Field
Console *
* Insight is not used by every BU; currently only used by LIME 9
Introduction to Liberate and Liberate Customers| Date 9

10. Evolution of Liberate
DATE

11. Liberate History: 1990’s CB, CIS Year Key developments Dev partners
Deployment
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
CB, CIS
Introduction to Liberate and Liberate Customers| Date

12. Liberate History: The “Noughties”
Year
Key developments
Dev partners
Deployment ‘’
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)
CB, CIS
Introduction to Liberate and Liberate Customers| Date

13. Liberate History: 2010-today!
Year
Key developments
Dev partners
Deployment
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
2014
Team moves to Miami
CB, CIS
Introduction to Liberate and Liberate Customers| Date

14. Liberate Customer Overview
DATE

15. Note: It is expected that the HR overview will have covered where we are located, market share, etc.. This slide is to be used as a refresher and introduction to Liberate’s customers.
Regional operations
Caribbean, Panama, Monaco and Seychelles, with an office in Miami and headquarters in London.
In the Caribbean we operate in Anguilla, Antigua & Barbuda, The Bahamas, Barbados, British Virgin Islands, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts and Nevis, St. Lucia, St. Vincent & the Grenadines and Turks & Caicos Islands.
In addition Cable & Wireless Communications owns a minority stake (49%) in Telecommunications Services of Trinidad & Tobago (TSTT), the leading telecoms group in that country.
In Panama we are a market leader in every sense, offering mobile, broadband and fixed line services. We are the major player in a significant – and growing – market with more than 1.8 million mobile customers representing more than 50% market share.
Our Monaco business, Monaco Telecom, has an international business, Monaco Telecom International, which has a joint venture holding in Roshan, the biggest mobile operator in Afghanistan.
Additionally, Cable & Wireless Communications also has a minority stake in Solomon Telekom (Solomon Islands). 15
Introduction to Liberate and Liberate Customers| Date 15

16. We have a presence in 25 countries
Our main focus is on the Caribbean and Central America
We have a presence in 25 countries
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
Note: It is expected that the HR overview will have covered where we are located, market share, etc.. This slide is to be used as a refresher and introduction to Liberate’s customers.
Regional operations
Caribbean, Panama, Monaco and Seychelles, with an office in Miami and headquarters in London.
In the Caribbean we operate in Anguilla, Antigua & Barbuda, The Bahamas, Barbados, British Virgin Islands, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts and Nevis, St. Lucia, St. Vincent & the Grenadines and Turks & Caicos Islands.
In addition Cable & Wireless Communications owns a minority stake (49%) in Telecommunications Services of Trinidad & Tobago (TSTT), the leading telecoms group in that country.
In Panama we are a market leader in every sense, offering mobile, broadband and fixed line services. We are the major player in a significant – and growing – market with more than 1.8 million mobile customers representing more than 50% market share.
Our Monaco business, Monaco Telecom, has an international business, Monaco Telecom International, which has a joint venture holding in Roshan, the biggest mobile operator in Afghanistan.
Additionally, Cable & Wireless Communications also has a minority stake in Solomon Telekom (Solomon Islands). 16
Introduction to Liberate and Liberate Customers| Date 16

17. Processes and Products
LIME (Caribbean) & Seychelles
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
Processes supported:
Ordering, provisioning, faults, rating*, billing & collections / credit control
Products supported:
Solomon Is.: Mobile, broadband & fixed
TSTT: Broadband & fixed
*mobile rating by Comverse in all these regions
3.4 million mobile customers
1.1 million fixed line customers
366,000 broadband customers
CWP (Panama)
CTM (Macau), Batelco (Maldives & Channel Is.)
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
Additional guidance, where required:
All customer segments: Consumer, Residential, SME, Enterprise, Government, Carriers
World class: Customer service, Technologies, Operational delivery
Full service: Fixed, Mobile, Broadband, Entertainment & TV, Managed Services, Connectivity & Hosting
Local delivery: Delivered locally, Local management, Drawing on brand & heritage, Leveraging group strengths, Applying best practice
*mobile is supported on Unicorn
*mobile rating by Comverse in all these regions 17
Introduction to Liberate and Liberate Customers| Date 17

18. The system the users love to hate
Early versions were not complete
Missing functions; insufficient attention to resilience and usability
Error messages too generic and not readable by humans
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 …)
Introduction to Liberate and Liberate Customers| Date

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

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