Iranian Big Data Conference

Iranian Big Data Conference
Business Quality Management Unified OSS and Transactional Analytics to derive Actionable Insights that Optimise Customer Experience, Opex, Capex and Margin Wednesday Thursday 14th id January 2015 Iranian Big Data Conference Company Confidential

Agenda Introduction Business Challenge Solution Standards
Lessons Learnt

Clarity – 20 Years of Innovation
Market leading operational management systems for networks Deep industry 20 year experience founded in 1994 with global presence Only independent ISP on the Gartner Magic Quadrant for OSS Deployed at more than 40 CSPs globally, managing over 500M subscribers Market leadership through extended global reach Scalability Measure Largest in Operation Subscriber 120 Million Network Elements 200,000 POPs 8,000 Concurrent Users 1500 Orders/Day 100,000 Events/Hour 4 Million Activations/Hour 30,000 Alarms/Day 2 Million Fault Tickets/Day 5,000 Performance records/Day 589,000 Performance Metrics/Day 17 Million Scalability Measure Largest in Operation Subscriber 120 Million Network Elements 200,000 POPs 8,000 Concurrent Users 1500 Orders/Day 100,000 Events/Hour 4 Million Activations/Hour 30,000 Alarms/Day 2 Million Fault Tickets/Day 5,000 Performance records/Day 589,000 Performance Metrics/Day 17 Million 2010 Frost & Sullivan OSS Vendor of the Year 2011 Frost and Sullivan Global Technology Innovation Award 2012 Gartner OSS Magic Quadrant - Visionary

The Clarity Vision To make the Operational Management of Complex Infrastructure simple, becoming the orchestration engine of smart society

Typical operator environment
Customer Operations Team SLAs Performance Alarms Multiple Network Elements Ericsson Huawei NSN ZTE Company Confidential

Innovate Market Automate Network Optimise Business Transactions
Automation through OSS Optimisation through Transactional Analytics to empower Market Innovation Customer Mobile Office Voice CMM & WPABX Voice and Video Conferencing Voice/Video Calling Innovate Market Music, Video Content Delivery IPTV Video Mail Box Guardian/Blog One phone Multimedia Conferencing Video MMS Self Care OM Automate Network Unified Catalog Revenue Mgmt Operations Staff Process Eng. & Planning Apps Fulfilment Apps Optimise Business Assurance Apps Workflow Physical Inventory Logical Inventory Service Customer Transactions Single Database Real Time Engine Messaging Bus Classical Operational and Network Management (NMS OSS) drive to Efficiency and AUTOMATION, by looking at transactions that flow in the network as seen by Probes (like Astellia) – with larger amounts of data (10 terabyte/day; 10’s billions of Transactions/day) deeper insight can be obtain to help OPTIMISE the business – like Customer Experience, Capital Investment (through predictive analytics – can reach up to 25% more capex savings), Revenue, Margin, Churn .. Trhrough mare targeted and relevant offers (Contextual Marketing). The Automation of OSS and Optimization of Transactional Analytics empowers the Compnayto INNOVATE new products and services more effectively Mediation Module Network Radio Access PSTN Ericsson Huawei NSN ZTE 3G/3G LTE IP Network ADSL GSM Company Confidential

Automation Optimisation Innovation Systems
Smart Apps to simplify life Powered by Data and Automated Infrastructure Innovation Big Data Analytics Machine learning Optimisation Unified Operational Management Orchestration of elements to deliver Service Automation

Big Data Real Time Analytics
Opportunity to Optimize the Business Complement static “rear view mirror” BI Reporting with real-time analytics of data from existing and new sources of internal and external data, private and public sector, local and international, to deliver live machine learning calculations to optimise Business Outcomes Big Data Real Time Analytics Adaptive Analytics Predictive Analytics Reporting Data Management (including data migration, data quality, data modeling) Real Time Action: What do I do? Can I learn? What will Happen? Why did it Happen What was the Impact What Happened Decision Intelligence Real Time Insight BI Page 9

Superior customer experience depends on “end-to-end” performance
Consumer Devices End-user-owned Network Service provider-owned Services Third-party provided Traditional Network Management Domain Further optimize network efficiency “New Network” Management Domain Develop a 360°view of the end-to-end business flow

Real Time 10’sB Trans/day From 100’s Tera to Petabytes
Big Data - Volume, Velocity, Variety and Value of Massive Data (Transactional Analytics) Real Time 10’sB Trans/day 10’s T byte/day Unstructured Data Lower Opex Lower Capex Lower Churn Increase Margin Customer Experience Actionable Insights 3 Zetta Bytes of Data produced in the world last year => 3 Trillion Gigabytes => 0.5% Analyzed = > 25% has value, so big opportunity to optimise Business with transactional Analytics Data Scientist From 100’s Tera to Petabytes 3 Zetta Bytes of Data => 3 Trillion Gigabytes => 0.5% Analyzed = 25% has value

Build Sell Fulfil Assure
The Challenge - Optimising the Innovation Factory Optimise Capex, Opex and Revenue Increase Revenue Margin Increase Loyalty Contextual Innovation Plan to Operate Concept to Launch Lead to Cash Trouble to Resolve Network Productivity Customer Experience Reduce CAPEX Operational Efficiency Reduce OPEX Build Optimise Roll-Out Manage Estates Track Assets Maintain Assets Sell Manage product portfolio Support a supply-chain Track orders Keep the customer informed Fulfil Manage assignments Map address to network Manage capacity Assign field-work Assure Manage faults and tickets Manage SLAs Assess impacts Fix problems Next Generation Smart Networks Simplifying Operations 12 Company Confidential

NQM to Business Quality Management
Capital Efficiency Customer Satisfaction Operational Efficiency Network Effectiveness Business Aware (BQM) Balanced Scorecard across business Dashboards provide visualisations of key KPIs Customer Care aware of problems before customer Customer SLAs Customer Aware (CEM) Clear visualisation of performance of Services Network Monitoring enriched with Transactional Monitoring Real time contextual data. Service s are Performance Managed Service Aware (SQM) Network is modelled; all alarms and key performance data is collected Key restoration processes are defined – and followed ! Network faults are discovered by operations Network Aware (NQM) Customers inform Operator of network issues Multiple Systems with poor data quality Typified by ‘best effort’ approach to restoration ; fire-fighting Reactive Clarity Service Assurance Maturity Model

Deriving CEM from Transactional Analytics
Consumer Experience Service Experience Customer Vision Passive Probe Measurements Call Set Up Call Success Rate Location Update Short Call Ratio Handover success Ratio Attach Failures Round Trip Authentication Failure Response Time BBM delivered Facebook opening page Round trip time Response delays, Throughput Mean Data Rate, Wrong APN settings PDP session failures- Fast Throughput Response time Stable Data Availability Success Rate Stay Connected Set up Ease Clarity Reliable Indoor Coverage Speed Quality Coverage Usable Empowering Affordable Meaningful Company Confidential

Agenda Introduction Business Opportunity Solution Standards
Lessons Learnt

Mobile Connections >5 billion
The Big Picture Smartphones 1.6B Desktops 743m Laptops 790m Mobile Connections >5 billion Population > 7 Billion People Tablets 439m Company Confidential

Telecommunications Evolution
Mainframe Computer Mini Computer Personal Computer Desktop Internet Laptop Smart Phones Tablets M2M Internet, Computing, Mobile Convergence 1900’s 1940’s 1960’s 1980’s 1990’s 2000’s 2010’s 2014 Mobile Broadband 4G 3G WAP SMS Mobile Phone Telex Fax Landlines Company Confidential

Source: Cisco VNI Mobile, 2014
Mobile Data Trends Source: Cisco VNI Mobile, 2014

Customer Experience Lifecycle
Manage Service Receive Help Evaluate Value Receive Resolution Review Usage Receive Notification Use Manage Pay Verify or Dispute Consume Receive Top-Up/Pay Use Place Order Enhance Selection Renew Choose Select Product Renew Contract Reserve Buy Refer Product Share Recommend Interact Request Detail Gain Loyalty React Be Aware Leave Feedback Learn Discontinue Observe

What do Customers Expect?
Good Customer Care YouTube Streaming Call Setup Failure Prepaid Reload Content services work Calls don’t drop when driving/train Generally services work as expected Use service anywhere Device Performance Roaming service works. At right price! App Availability - Responsiveness Correct Billing

to meet Customers expectations
Failure to meet Customers expectations Not an Option!!

Understanding a Customers Experience
Build detailed profiles for all customers based on their interactions and service Maintain long term historical profile related information Use analytical models to evaluate and track customer experience over time Profile everyone ! Build models to predict churn behaviour

Transactional Analytics – Key Business Drivers – Needle Movers
Unified Clarity Capability LOWER COST Licence Fees Training Maintenance Hardware Joint Capital Annual Network Investment Utility Costs – Power, Aircon Process, Model Reusability Data Synchronisation BETTER CUSTOMER EXPERIENCE Unified Customer Profile Automated Self Serve, and Fulfil for Bundle End-End Quality Management Rapid Response to Customer Behaviour Better QoS Better SLA Management MARKET INNOVATION LEADERSHIP Empower Brand Equity Improve Customer Retention Reduced Concept to Launch times Innovation Enabler HIGHER REVENUE Time to Market Convergent Services Single point of Definition and Fulfilment Customer Protection Leveraged Customer Acquisition Bundle SLA on Convergent Services Rebate Savings OPERATIONAL EFFICIENCY Single Source of Truth across PLDT SMART Consolidated Field Force Consolidated NOC/SOC around Service Higher Subscriber to Staff Ratios Convergent Processes Consistent Business metric Measurement Single Correlated View BETTER OPERATIONAL EFFICIENCY 20% - 50% OPEX SAVING LOWER IMPLEMENTATION AND SUPPORT COST 20%-30% HIGHER CROSS REVENUE 5% -20% BETTER CUSTOMER EXPERIENCE LOWER CHURN 5%- 10% MARKET INNOVATION ENABLER MARKET LEADER Ref: Yankee, Gartner and OSS Observer Reports

Key Needle Movers for the Industry
Reduced MTTR Reduce Cost Increase Revenue Innovate Automate Build Loyalty Reduced MTBF Increased QoS Reduced Op Ex Reduced MTTP Reduced TCO Reduced Time-to- Revenue Reduced Revenue Leakage Reduced Cap Ex

Reference: Mukul Agrawal , Optus 2012; ARPU $59
NPS – Lifetime Economics - Promoters Stay Longer, Cost less to serve and are x4 more valuable 7% of Customers create 40% of revenue 10% more Promoters gives Optus $629m in lifetime profit of existing 2m ARPU $59 Reference: Mukul Agrawal , Optus 2012; ARPU $59

Lessons Learnt

Why build Customer DNA profiles?
Understand Behaviour Characteristics Clustering Behavioural Classification Demographics Pattern Matching

Goals to improve Customer Experience
Build detailed profiles for all users of the network – Celcom & Inbound Roamers Maintain long term historical profile related information Use analytical models to evaluate and track customer experience Profile everyone ! Use analytical models to develop insights for monetisation

What we know Profile Location Voice Data Handset Experience Roaming
Extensions…

Building a Profile Daily Service Usage
Tracks daily activities of everyone in the Network Captures statistical information on all aspects of service usage. Mobility, RAT, Location, Direction, Called/Calling numbers… Long term Storage Customer Activity Profile Performs details analysis of Daily Service Usage Information and identifies dominant behavioural patterns Evaluates long term trends Ranks information based on relevance; most frequently dialled numbers, most frequently visited websites … Identifies geographical patterns, home location, office location Customer Network Experience Index Behavioural model for evaluating customer experience based on short, mid and long term memory Measures real-time experience and its changes Calculates Perceived experience per day and tracks over time Evaluates long term experience changes over months and years

Customer Network Experience Index
Recent events have a greater bearing on our mood Bad experience fades from memory over time It takes 3-5 good events to counter a bad event or it takes time to forget Short Term Mid Term Long Term Customer Impact Real-time The assortment of such a mobile communications supermarket consists of three groups of services that each require a distinct approach. The operator’s basic communication services (voice, SMS, MMS) represent the first group, with the highest adoption levels. These high volume services, are commodities and there is nothing wrong with that. The operator should leverage the enormous volume by adding businesses on top of them. If fact it is the operator’s key challenge to continue their leading position by continue innovating these services and keep them unique and relevant for the majority of users. providing value added enhancements such as message store, auto-reply but also presence and dialogue, for premium revenues. Telefónica’s SMS 2.0 approach is an excellent example of this approach. provide access to corporate as well as commercial content for increased traffic. The 2nd revenue stream is generated by providing mobile access to services by the dominant internet brands. Each of these services will also appeal to significant audiences, which justifies creation by the operator of bespoke functionality to enhance these services and optimise access. Offering a mobile value add for internet brands (by ensuring quality of experience, improving advertising relevance or enhancing functionality) can generate significant indirect revenues from the internet players. Mobilised Windows Live Messenger is an example of such a mobilised community. By adding mobile access to this service, it can be used anytime, anywhere. A potential further enhancement would be to implement interconnect to SMS, so the service can be used to communicate with everyone, rather than only the friends who also use Live Messenger and are behind a PC at that moment in time. eBay: the bidding process can be made much more convenient by providing continuous access to the service. There are people who spend hours at their PC so they don’t miss out on a specific item that they are looking to purchase for a specific price. SMS could be used for push notifications that alert people to crucial bargains, no matter where they are. MMS notifications can even include a photo of the item on offer. Operators could also take the current location of the customer into account – for example making sure that items that are presented to the user are available within a radius of miles. Google: with mobile, the contextual advertising as put in the market by Google can be enhanced in accuracy and value to the level of personal advertising. Personal adverts are based not only on the context of, for example, the current search, but can be based on the observed behavior on the device, as there is typically a one-to-one relation between mobile device and consumer. Finally, the 3rd revenu stream is through the delivery of a third group of services; a “long tail” of niche services, from the internet or by the operator. Each niche service in itself will generate only modest revenues, but due to the multitude of these services, the overall revenues from this group will be significant. Operators should keep the overhead costs for supportign each of these services low, by enabling a high level of self-servicing for the niche providers and applying standardisation in terms of service levels and functionality. By offering a service creation environment for niche players, operators can ensure third parties to use their network to deliver highly relevant mobility services. Operator and device specific services such as the Turkcell Messenger offering the as well as iPhone’s IM are examples of such niches. 12h 3h 1h Present Time since event

Daily & Long Term Experience
Real-time CEI calculates experience over a sliding window to include short, mid and long term memory Point in time calculation throughout a day Perceived experience for a day is calculated, expectation is that 80% of events should fall into an acceptable positive range Day to months At the end of each day a Perceived Daily CEI is calculated These values are retained for months and a further historical analysis is carried out where short, mid and long term correspond to 5 days, past month, past quarter (or longer) Long term historical trending of every individuals experience

Customer Activity Profile Customer Experience Index
Master Profile Customer Activity Profile Reference Data Analytical Models Customer Experience Index Daily Service Usage Master Profile Activity Profile Daily Profile Raw CDRs Master Profile Provides a common and concise view of every individual in the network Combines and merges together all the information from available sources Performs analysis and ranks information across the sources (e.g. the device in use, MSISDN in use) Evaluates confidence level for information with limited reliability Provides a platform to build monetisation capabilities Provides a framework to support real time analytics and complex event processing

What can this tell me? Most frequently called numbers - Brands
Home Zone Churn prediction based on social calling patterns, experience, & revenue trends Voice Calls, Numbers Dialled, Calls received Office Zone Weekend Zone Handset Device Usage statistics Locations visited Countries Roamed to, when and for how long Application Usage e.g. WhatsApp, Skype Overall Customer Satisfaction Level and evolution over time Clustering and segmentation Favourite Websites

Active and Passive Probes
k Active and Passive Probes E2E View

Transactional Monitoring - Using Passive & Active Probes to Tap in Real-Time
10 – 15 billion xDR/day 30T/day

Malaysian Case Study Business Visualisation Diagnostic Investigation
Multi Platform Parallel Processing Incident Prevention Data Processing Analytics Specialised Engines Decision Engine Data Lake Real-Time Monitoring Data Integration Company Confidential

BIG DATA BA3 FRAMEWORK BIG ANALYSIS – BIG ANSWERS – BEST ACTIONS
INSURGENT STRATEGY BIG ANSWERS BIG ANALYSYS BEST ACTIONS Company Confidential

Big Data Customer Experience Management
Voice & Data Service Insights Cell Ranking based on ARPU Voice Service Insights

Customer Insights Customer Identification Monitoring Experience
Customer Profiling CNEI Customer Identification Monitoring Experience Value Proposition: Provide a single customer-centric view on the usage experience Profile the customer according to his network behaviour and usage patterns Provide location view based on customer usages and experience Experience Trending View Usage Details

Customer Behavioral Analysis based on Repeated Calls
Collective insights on repeated call metrics Calls that was disrupted but redialed Calls that were not negative and positive (e.g. no answer) Chains that was disrupted and not continued All connected calls Calls disrupted due to Setup Failure, Call Drop, Long Call Setup, Short Calls

Worst performing device Best performing device
Device Analytical Ranking Device Analytics Worst performing device Best performing device Line graph shows the device ranking from worst device (lowest number) to best device (highest number). Device ranking is computed based on network performance and customer segment.

Device Analytics Device Fault Analysis
Apple iPhone 5s performed worse than the network performance Apple iPhone 5s has a longer setup time compare to the overall network

Big Data Business Optimisation
Marketing Insights Segmentation and monetisation Number Analysis Identification of Brands from number analysis Geo-spatial Integration of geo-location data Granular subscriber movement patterns Real-Time Campaign Triggering Location based advertising (Geo-fencing) Events triggers; websites browsed, numbers dialled, IDD locations called, roaming triggers Social Media Analytics Integration & analysis of unstructured data feeds such as Twitter

Business Opportunities
Agenda Introduction Business Opportunities Solution Standards Lessons Learnt

Telecom Best Practice Transformation

TM Forum Frameworx Enterprise Architecture
Business models and processes Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Relations Management Stakeholder & External Human Resources Management Strategy, Infrastructure & Product Operations Fulfilment Assurance Billing Product Infrastructure Readiness Strategy Customer Relationship Management Service Management & Operations Marketing & Offer Management Service Development & Management Resource Development & Management Supplier/Partner Relationship Management Supply Chain Development & Management Resource Management & Operations Business Processes Framework Information Market Strategy & Plan Market Segment Marketing Campaign Competitor Contact/Lead/Prospect Sales Statistic Sales Channel Product Product Specification Product Offering Strategic Product Portfolio Plan Product Performance Product Usage Customer Customer Interaction Customer Order Customer Statistic Customer Problem Customer SLA Applied Customer Billing Rate Customer Bill Customer Bill Inquiry Service Service Specification Service Applications Service Configuration Service Performance Service Usage Service Strategy & Plan Service Trouble Service Test Resource Resource Specification Resource Topology Resource Configuration Resource Performance Resource Usage Resource Strategy & Plan Resource Trouble Resource Test Supplier/Partner S/P Plan S/P Interaction S/P Product S/P Order S/P SLA S/P Problem S/P Bill Inquiry S/P Statistic S/P Payment S/P Performance S/P Bill Revenue Assurance Party Location Business Interaction Policy Agreement Usage Root Base Types Project Time Performance Information Framework Applications Applications Framework Technology Integration Framework People Change Management Aligned with TOGAF, SOA, ITIL, ITU Adopted

TM Forum Frameworx Aligned with TOGAF, SOA, ITIL
Integration Framework Applications Framework Market Strategy & Plan Market Segment Marketing Campaign Competitor Contact/Lead/Prospect Sales Statistic Sales Channel Product Product Specification Product Offering Strategic Product Portfolio Plan Product Performance Product Usage Customer Customer Interaction Customer Order Customer Statistic Customer Problem Customer SLA Applied Customer Billing Rate Customer Bill Customer Bill Inquiry Service Service Specification Service Applications Service Configuration Service Performance Service Usage Service Strategy & Plan Service Trouble Service Test Resource Resource Specification Resource Topology Resource Configuration Resource Performance Resource Usage Resource Strategy & Plan Resource Trouble Resource Test Supplier/Partner S/P Plan S/P Interaction S/P Product S/P Order S/P SLA S/P Problem S/P Bill Inquiry S/P Statistic S/P Payment S/P Performance S/P Bill Revenue Assurance Party Location Business Interaction Policy Agreement Usage Root Base Types Project Time Performance Information Framework Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Relations Management Stakeholder & External Human Resources Management Strategy, Infrastructure & Product Operations Fulfilment Assurance Billing Infrastructure Readiness Strategy Customer Relationship Management Service Management & Operations Marketing & Offer Management Service Development & Management Resource Development & Management Supplier/Partner Relationship Management Supply Chain Development & Management Resource Management & Operations Business Processes Framework Aligned with TOGAF, SOA, ITIL

Whole of Business Management Industry Standards
Maximize Revenue & Margin “What” the Business Needs to Deliver to be Successful Maximize Profitability Contain Churn Maximize Revenue Contain Cost Satisfactory Customer Experience Operational Efficiency Business Metrics Benchmarking BM1001 V1.5 CEM Metrics GB962-B Business Objectives Service Health Quality Customer Interaction Competitive Pricing/ Packaging Innovative Service Mix Accurate Billing Network Health Service Platform Health Effective Network Capacity “How” the Business Delivers Organizational Performance

TM Forum Frameworx and CEMI Standards
TR193 TMF0066

TM Forum Big Data Best Practice

TM Forum Big data Reference Architecture

Lessons Learnt

Key Lessons Learnt so far
Data is Key – 20billion xDRs, 20 T collected daily across 12m subscribers Performance – working in high volumes 24/7 is key, design for 100% availability Adaptive and Predictive Analytical Algorithms need to be fit for purpose – keep it simple as it needs to work in high volumes and real time. Some sophisticated algorithms are not volume proof at today's technology. Use algorithms wisely Clustering algorithms and classification trees are good Key is understanding the behaviour of the Network and Customer – create a living DNA of both and then optimise operations and experience to deliver margin Use TM Forum Frameworxs as a vehicle to automate CEM process It is a journey of discovery – need a flexible big data framework Company Confidential

Factors to Consider to Automate, Optimize and Innovate
Unifying and Orchestrating People, Process, System and Network People - Core Accelerant People to ensure adoption and change, data management, Transfer of skill (Telco & IT) Process - Out of the box simple processes across: Plan to Operate Concept To Market Order to Cash Trouble to Resolve System - Unified System – One Database, One Real Time Inference Engine, One Workflow Network – Auto Discovered, integrated lifecycle managed Managed - Delivered in the “Cloud” Measured – Benchmark KPI for on going improvement

Wider Application Smart Contextual Government
Electronic Government Began 1998 till now Big Data Digital Government 2014 and beyond dGov eGov Managing Interactions Managing Actions Managing Perceptions Managing Sentiments Electronic Automation Digital Optimisation Reporting Predictive Analytics Data at Rest Big Data in Motion

Collaborative Government Intelligent Government Contextual Government
Journey of Technology in Government beyond from Smart to Contextual Intelligent Connected Collaborative Definition: Smart government integrates information, communication and operational technologies to planning, management and operations across multiple domains, process areas and jurisdictions to generate sustainable public value. Collaborative Government Sharing Economy Co-Creation Society Open Door Connected Government IOT Enabled Self interacting & Self optimized People Centric Collaborative Connected Intelligent Contextual Intelligent Government Decision Intelligence, adaptive Collaborative Contextual Government Better, People Centric, Predictive Connected Smart Government Big Data Insights Action Optimizing Sustainable Affordable Cross Boundary Intelligent 2040 2035 Contextual QoL Optimised Sustainable Sharing Economy Open Government Transparent, participative, Community engagement 2030 Digital 2025 Joined-up Government Life events re-engineering 2020 Electronic 2015 E-government Online services websites 2010 The Government Technology Journey – the next 25 years 2005 2000

Whole of Economy Optimisation National Data Ocean
People QoL Smart Contextual Government 1:1 Leader Dashboard My Security My Health My Roads My Education My Food Smart Innovation My World My Fitness My Taxes My Money My Work Crime Watch Safe Nation Jam Optimise GST Watch Virus Alert Demographic CCC National Data Ocean Big Analysis Big Answers People Sentiment DNA Psychographic Data Acquisition Best Actions Geopolitical X-Road SOAP XML State ECC Federal Blogs ECC ECC ECC ECC CEM Twitter MCMC … JIM MOF MOA JKR Bank SME Facebook Optimise Real Outcomes … Celcom Instagram Maxis You Tube . Trust Security Accreditation . Trust Security Accreditation Digi . TV Newspaper Insurgent Blue Big Data BA3 Radio TM Survey Public Public Telecom Communication Private Enterprises Company Confidential

Empowering the WIN Victory Platform People QoL
Listen Act Base Data Ready Demographic Psychographic Geopolitical Economic Aggregate New Data Localise Operationalise Leverage existing Leader DECISION INTELLIGENCE WAR ROOM WINSMART BDA 2.0 BA3 INSURGENT STRATEGY WAR ROOM DATA SURVEY SOCIAL MEDIA AUTOMATED SYSTEMS DEMOGRAPHIC PSYCHOGRAPHIC PEOPLE People Sentiment DNA

The Journey so far Business Capability Enabler
Infrastructure Management Fulfilment Assurance Clarity Services Marketplace Customer Manager Unified Catalog Order Manager Revenue Manager Business Quality Manager Network Project Controller Network Asset Network Site Service Manager Inventory Manager Identifier Manager Discovery Performance Manager Alarm Manager Ticket Manager SLA Manager Field Service Manager Test Manager Consulting Education Support Partner Spatial Manager Network and Systems Element Connect System Connect Program Governance Report Connect Sell Concept to Sale Self-service portal for Subscribers and Partners Consolidation of supply-chain Rapid deployment of new products Allow resellers to innovate with value added services Optimisation Business Insight to Action Transactional Monitoring & Modelling Customer Experience, Capital Productivity, Operational Efficiency and Revenue & Margin Build Plan to Operate Optimise network roll-out, reduce costs Increase roll-out and upgrade efficiency Reduce time-to-market for new capacity Comply to legal requirements Fulfil Lead to Cash Reduce cost and errors with orchestration of manual and automated processes Integrated multi-network activation OSS/BSS/Partner process updates Assure Trouble to Resolve Proactive network management Rapid identification of root-cause fault Continuously improve customer experience Differentiate with integrated SLAs Company Confidential

The Results – In Action 100+ million subscribers
200,000 network elements 2 million circuits 8,000 Points of Presence 1,500 users 100,000 orders per day 4 million events per hour 20,000 activations per hour …..And growing at 1.5 million subscribers per month Reliance, India

The Feedback “The only way we can offer world class service it through total automation and integration. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come” Mukesh Ambani Chairman Reliance Communications “Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support” Garuda Sugardo COO PT Telkom Indonesia “Clarity is playing a critical role in our future as the OSS platform for transition to a NGN” Napoleon Nazareno President & CEO Philippines LDT “Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7” Dato’Baharum Salleh COO, Wholesale Telecom Malaysia

E2E Deployment Case Study
“I firmly believe the only way we can offer World Class Infocomm service is through total automation & integration of various platforms, something many Telcos have desired but few have achieved. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come” Mukesh Ambani Chairman Reliance Communications Customer Profile India’s largest integrated telecom company Provides CDMA,GSM, traditional data, WLL, NGN, IPMPLS, Wimax Over 100 million Subscribers US $9 billion PAN India network coverage All managed from state-of-the-art NOC in Mumbai Clarity Solution Clarity Systems Configuration Manager Service Manager Alarm Manager Performance Manager Number Manager SLA Manager Ticket Manager Fulfillment & Assurance in a single phase implementation Integrate Network Operations in a Single Database Business Processes modeled as catalyst for automation Traceability of activities and repeatability of outcomes Business Impact Launched NGN in1 year Launch new products & network technology in less than 30 days Automation of worlds best practice business processes for engineering, provisioning and assurance Visibility of $5 billion dollars of inventory 4 minutes to detect, analyse & correlate fibrecut anywhere in India Correlation of faults to customer, location & service Company Confidential

Inventory Management Case Study
“We are aggressively rolling out NGN infrastructure inc. Digital Local Switches, Broadband Wireless & IP MPLS. Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7” Dato’Baharum Salleh COO TM Wholesale Customer Profile Malaysia’s Tier 1 telecom operator Provides voice, data and multimedia services to more than 12 million subscribers TM leads Malaysia’s market with 95% of the fixed line market, 56% of the internet market and 40% of the mobile market Clarity Solution Clarity Systems Configuration Manager Service Manager Number Manager Ticket Manager Consolidate and replace over 30 legacy inventory systems, providing TM with a single system to manage both current & planned inventory Business Impact Provide organisation-wide visibility of end to end network Enable TM to quickly and accurately deploy services to customers Drive continuous improvement of TM’s inventory management processes, business processes and performance based on industry standard Enhanced Telecommunications Operations Map (eTOM) Company Confidential

Phased E2E Deployment Case Study
"This is a “re-investment & re-invention” phase for PLDT, as we pursue our goal of simplifying our network architecture, develop new revenue streams & growth opportunities & closer coordination between our fixed & wireless businesses. Clarity is playing a critical role in our future as the OSS platform for transition to a NGN. " Napoleon Nazareno President & CEO PLDT Customer Profile Philippine’s leading telecom provider, Provides fixed line, wireless and data and data services 2.5m fixed line subscribers and 25m mobile subscribers Clarity Solution Clarity Systems Configuration Manager Service Manager Alarm Manager Ticket Manager Performance Manager Service delivery management, performance reporting & guarantees Single user interface across multiple activities Work flow management Phased Implementation NGN services, Assurance, Fulfillment Business Impact Corporate Lease reduced by 88% Clear ownership for any single Service Order Single data base – no data synchronisation issues Paper based record systems transformed to automated business process Converged OSS breaks down business silos End to end view, ability to co-relate a transmission fault to customer impacted Company Confidential

NOC Case Study Customer Profile Headquarters: Philippines Products
Broadband Cellular Fixed Line Revenue P57 billion Net Income P12 billion 45% owned by SingTel Clarity Systems Inventory Manager Alarm Manager Ticket Manager Performance Manager SLA Manager Service Manager Service Supported Mobile: 3G, 2G, VAS, Transmission, IN, IP Fixed: PSTN, VoIP, WiFi, IP MPLS, Transmission, NGN, Clarity Solution Business Impact NOC Supply, starting from the floor Video wall, IT, applications, furniture, PCs, staffing rosters etc…. Supporting: Mobile and Fixed Line Support Production and DR sites Multi-technology network 20 million subscribers 40,000 network elements 3 million events per day Company Confidential

E2E Deployment Case Study
“It is essential to provide an unparalleled level of customer service & improve the quality of service while reducing the overall operating costs. Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support. Garuda Sugardo COO PT Telkom Customer Profile Indonesia’s largest InfoComm company and full service and network provider. Provide fixed wireline & wireless, mobile, data, internet, multi-media network & interconnection services. 12 million fixed-line subscribers and over 24 million mobile subscribers Clarity Solution Clarity Systems Inventory Manager Service Manager Alarm Manager Performance Manager Deployment of pre-integrated end-to-end platform solution Single OSS platform for engineering, inventory, provisioning and assurance of network & services Based on hybrid of NGN, IP MPLS & legacy technologies. Business Impact Forward-looking vision by being early adopters of NGOSS best practices. Allows PT Telkom to launch new customer services quicker than other operators Eliminates data synchronisation problems Seamless delivery of inventory management, service provisioning and service assurance within one system. Company Confidential

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