1. 1 st Southern Africa Regional Customer Services and Billing 08 - 10 October 2014 Panel II Customer Service Solutions from the Industry

2. AGENDA – 2 – 3 1 2 4 5 Challenges ahead AT Networks Telecommunications Industry - Changes Find and promote alternative and new revenue sources Support Tools

3. Our network today… Future – 3 – AT Network N 2 1 N 2 1 Capacity Wholesale Internet /Intranet and Leased Line Voice CDMA Voice and Data by VSAT Wire-line Voice(NGN/PSTN) Video Conference and IPTV GPON – FTTH/ FTTO, LTE Network Inter-Operator and International Connection

4. Tradicional voice revenues will continually decrease – 4 – Telecommunications Industry - Changes Internet traffic has experienced growth about 400% per year. Less voice traffic Free voice alternative Migration to VoIP Traffic share in 2016Concerns

5. – 5 – Telecommunications Industry - Changes The Operators are in a complex environment: Data is increasingly important A new business model for the sector is needed. Concerns We currently generate as much traffic in few days as in all of the year (2000 eg.). Analysis predicts that data traffic in worldwide networks will increase by a factory of 17 between 2012 and 2018.

6. The growth in network traffic is changing drastically telecommunications industry – 6 – Challenges ahead Operators face the difficulty of having to deal with large volumes of traffic, whose tendency is growing increasingly, and are required to invest large sums in updating the network, at a time when revenues tend to decline or stagnate.. Regarding the revenues, an alternative would be for operators increased prices of current services or develop other more innovative services and grow their customer base.. An important task is the expansion of infrastructure, network modernization. Growth in traffic

7. The relationship with the customer base is the asset of greater value to the operator. SP need to implement right tools to support business Find and promote alternative and new revenue sources – 7 – How to keep in business Tripple Play GPON IP-MPLS CRM Self Care Call-Centre Interoperability OSS System The relationship as a platforme for new services Network technical evolution Treat the customer as a single customer Understand customers and how they are using products and services Eliminate the gulf between business and billing. Avoid bill shock Network management can not be seen as a support function but as a strategic partner in the business and should be used to achieve competitive advantages. Offer new services and offers commercial Increase the marketing share of products. Realign the sales and service channels to more efficiency Offer new services and offers commercial

8. The solutions mast be able to implement customer care, billing and network provisioning and interact with external systems as banks, etc. Find and promote alternative and new revenue sources – 8 – Convergence Flexibility Real Time Control Focus on Products Unified Billing Single Invoice Marketing Oriented Integrated solution for services management Improved customer service and integrated resolution of their complaints. Support the customer segmentation process Integrated Management System multiproduct, multiservice, multi- technology. Integrated solution for network management Support of new services and converging for any package deals or multi-play services (e.g. integrated packages of TV + Internet + voice). Increase the quality of service, reducing customer requests. Initiate and promote a service-oriented architecture (SOA).

9. Summarizing – 9 – Summarizing Provide the market with the right services at the right time and the right services to the right customers; Increase the time to market of competitive commercial offers; Align in a flexible and fast, the commercial offer with the desires and expectations of the market; Provide flexibility in pricing; Reducing exposure to risk and the loss of revenue; Management of billing and revenue recovery events, update balances and availability of financial information in real time; Support convergence (prepaid and postpaid services/ fixed and mobile); Offer a wide and flexible range of payment options;

10. Summarizing – 10 – Summarizing Centralization of management and business operations; Maximizing revenue assurance. Management of the customer / service balance in real-time; Integrated view of customer: Invoices, statements (debt, available free minutes, etc.); Automatic Tax Calculation (support for multiple tax rates); Calculation and application of discounts; Billing on-demand; Support the bill review process;

11. – 11 – Thank You! Customer Service Solutions from the Industry Helena Monteiro Helena.monteiro@angolatelecom.com