Telecom Vanuatu Limited begins network modernization with Alepo solutions

  • Alepo has upgraded the legacy system to its Digital BSS and the latest version of AAA for the operator’s fixed data services
  • The upgraded system supports offers based on fair usage policies, as well as happy hours enabling Telecom Vanuatu to implement free nighttime browsing
  • Telecom Vanuatu’s customers can now easily purchase data add-ons

Friday, October 16, 2020, Vanuatu – Telecom Vanuatu Limited (TVL) has begun modernizing its network using solutions by digital enablement firm Alepo, making significant improvements to its billing, charging, and authentication systems.

The modernization will be carried out in phases, through which TVL intends to digitize and automate its data service offerings on Alepo’s advanced platform. So far, the operator has upgraded from Alepo’s legacy business support systems (BSS) to its Digital BSS, as well as upgrading to the latest version of AAA, for its fixed data services.

The upgraded system supports fair usage policy offers and Telecom Vanuatu has implemented happy hours allowing free nighttime browsing. The operator has also introduced web support using Alepo’s Omnichannel Self-Care for its data-service customers. These customers can now easily purchase data add-ons.

“In our longstanding association with Alepo, they have always proven their reliability as a solutions provider. We were confident in their ability to rapidly deliver key requirements for this upgrade, and they have surpassed our expectations. We are equally excited about their systematic approach to fully digitize our service offerings,” said Thomas Bruce, CTO of TVL.

Vishal Mathur, Vice President – Solution Integration, Alepo, said, “We often recommend phased digitalization to our customers. First, we validate key use cases, allowing the customer to introduce new offers and build digital engagement channels. Then we perform a full transformation, providing advanced capabilities to automate all service offerings across the system.”

This modernization project adds to Alepo’s growing list of deployments in the Pacific Islands. The revenue management software provider has helped transform the telecommunications landscape for several nations in the region, including enabling the launch of LTE in three countries. In addition to digital BSS transformation, its key Pacific deployments extend to carrier WiFi, LTE enablement, data charging, and AAA transformation, among others.

About TVL

Telecom Vanuatu Limited (TVL) was created in 1978 and is Vanuatu’s first provider for landline, GSM, internet, and 4G+ (mobile internet).

TVL is the largest corporate contributor to Vanuatu’s national economy – since 2002, it has paid more than 1.8 billion vatus to the government in fees, charges and taxes. A World Bank study shows that telecommunication prices in Vanuatu are among the cheapest in the region.

TVL has fixed lines on four main islands; Efate, Santo, Malakula, and Tanna, and 85 percent of the population is covered by their mobile network.

For more information, visit tvl.vu

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Envisioning Private 5G Success with Compact Core

Envisioning Private 5G Success with Compact Core

Envisioning private 5G success with Compact Core

 

8th of July 2020

 

 

 

5G is set to change the way large and small enterprises operate; from universities, ports, smart cities, factories, farms, and buildings, its use cases can meet all business needs. And the key network component that will enable all the unique features of 5G for these enterprises: Compact Core.

 

The Compact Core is an industrialized solution designed for enterprises that need carrier-grade network connectivity with a limited resource footprint to deliver services to their users. It is especially useful for those who want private network connectivity, whether it is over LTE or 5G. The deployment involves pre-integrated access and core network components for quick setup and less complex operations.

How the Compact Core benefits an enterprise

 

The Compact Core is a complete pre-integrated and self-contained solution that includes the network core and other networking infrastructure, which seamlessly works with end devices and the radio access network. It does not impact and is not dependent on external systems or organizations.

 

Swift deployment

 

In terms of time, Compact Core deployment is highly efficient. Enterprises can launch a private LTE or 5G network along with mobile broadband and voice services in a single project, saving on the time they would otherwise need to deploy these services individually. Since the solution is pre-integrated, no extensive development, customization, or testing is needed to go live.

 

Cloud-native benefits

 

The Compact Core is a modernized software solution that leverages the power of cloud, abstracting the underlying complex functionality. It is the smartest choice when upgrading from legacy telco infrastructure to modern, web-scale, 5G architecture. Capable of serving multiple enterprises, it uses SaaS-based multi-tenant architecture. Each tenant has a dedicated configuration, user management, and can self-service through web portals. This setup offers automated, cost-efficient, and hassle-free operations with dynamic provisioning of core capacity based on individual business requirements.

 

Flexible footprint

 

Whether the enterprise wants to deploy securely on-premise or on the public cloud, the modern compact core solution has a small resource footprint and flexibility of deployment modes. An in-memory database and ability to scale up and down sets it apart from legacy telco core solutions.

Role of Alepo’s Compact Core in private 5G enablement

 

Alepo is a software company that offers Subscriber Data Management and policy network functions for the Compact Core. It manages subscriber identities, service subscriptions, and is responsible for authentication, authorizing secure access to network services. It also includes the web-based Enterprise Self-Service (ESS) Portal that enables enterprises to self-manage SIM cards, end-to-end subscription and device lifecycles, and real-time connection and usage monitoring. Alepo’s pre-integrated partners bring the RAN, end devices, and other infrastructure needed to flip the switch and turn on the 5G network.

Ready for real 5G launch

 

The Compact Core equips an enterprise to launch its private LTE or 5G services. Essential services include enhanced Mobile Broadband (eMBB), voice calls, and video calls. It can also include services such as push-to-talk or walkie-talkie. Further, users can get 5G benefits such as ultra-reliable and low-latency communication (URLLC) for M2M and IoT applications.

 

Most existing 5G networks are powered by 4G core/EPC and 5G RAN (non-standalone 5G). They are dependent on the 4G core and therefore are not end-to-end 5G networks. Alepo’s new-generation Compact Core, along with the ESS Portal, is 5G-compliant. All elements are pre-integrated to rapidly enable enterprises to set up a new standalone 5G network with zero dependence on the 4G core.

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Nitish Muley

Nitish Muley

Senior Engineer

Nitish has spent years building mobile apps for technologies like VR, AR, IoT, and is currently working on Alepo’s newest products. Always up to speed with the latest in the industry, Nitish is a voracious reader – and fervent writer – about all things related to tech and wireless standards. After hours, he wears a traveler’s hat, pursuing his love for photography as he explores different countries.

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Role of AAA in 5G and the IoT Ecosystem

Role of AAA in 5G and the IoT Ecosystem

Role of AAA in 5G and the IoT Ecosystem

 

24th of June 2020

 

 

 

Evolution of the Mobile Network

 

According to a report from the GSMA, the number of fifth-generation (5G) users worldwide is expected to reach 1.4 billion by 2025, which is 15 percent of the global total. 5G means a significant upgrade from the last generation of mobile networks. With its higher bandwidth, low-latency, and virtualization capabilities, it has unleashed a massive IoT ecosystem, and this is expected to rapidly boost the number of devices and users on the data network, making proper IT planning imperative. As the mobile network evolves, the AAA will play a key role in acting as a bridge between devices and networks, ensuring operators are able to maximize ROI on their 5G investment.

AAA Evolution

 

AAA is an important service and policy control framework, enabling CSPs to control how their subscribers access and consume data services over WiFi, FTTx, 5G, and other IP-based broadband networks. It touches a number of areas within the core network and back office, from security and provisioning to billing and, most significantly, customer experience.

 

Over a decade ago, the core functions of AAA were in line with dialup and, later on, DSL internet networks. Today, the ever-increasing need for improving customer experience, along with rapid growth in subscriber numbers and data usage, has placed new demands on AAA functionalities.

 

Diameter – the next-gen industry-standard protocol used to exchange authentication, authorization, and accounting information in LTE and IP Multimedia Systems (IMS) networks – provides a generic framework for exchanging AAA messages and defines a standard set of AAA request-and-response commands and attributes. Having evolved from RADIUS, it provides more reliable, secure, and flexible transport mechanisms for mobile data networks. It is used by LTE and IMS network functions, including the Policy and Charging Rules Function (PCRF), Home Subscriber Server (HSS), and Online Charging System (OCS) elements.

 

In modern networks where CSPs deliver services across multiple access networks such as fixed-mobile convergence (WiFi and mobile), the broadband network requires seamless user experience while accessing services. Within broadband networks, CSPs may have multiple types of network elements acting as service delivery points and policy enforcement points. In wireless networks such as 5G, the technology goal is to expand service capabilities in various industries using high-speed mobile broadband, Internet of Things (IoT), and virtualization by embracing key technologies like RESTful APIs. This ensures optimum performance, stateless and secured network functions (NFs), and a high level of quality of service (QoS) in the 5G Service Based Architecture (SBA).

 

The 5G SBA’s modular framework comprises components such as AuSF (Authentication Server Function), NEF (Network Exposure Function), NRF (NF Repository Function), PCF (Policy Control Function), NSSF (Network Slice Selection Function), and UDM (Unified Data Management), allowing deployment of diverse network services and applications. A robust AAA (like Alepo’s) facilitates seamless authentication for 5G network services, including authenticating and authorizing device access:

  • To enterprise slices by integrating with an enterprise AAA server
  • From non-3GPP networks such as WiFi and broadband

Top Ways AAA Can Help Telcos

Secure Access Control

The AAA server manages user profiles, holds access credentials, device identifiers, access policies, and so on. This helps enable various access control mechanisms such as barring access for blacklisted devices, allowing limited or walled-garden access. AAA helps implement corporate access control, allowing specific devices to offer connectivity to corporate network resources.

Revenue via Service Differentiation

AAA helps manage access profiles, data caps, time limits, and more, helping launch different bandwidth plans and implement data caps that are integral to driving revenue in broadband networks. Real-time usage monitoring helps control revenue leaks.

M2M/IoT Connectivity Management

Serving an important role in managing device connectivity for M2M or IoT networks, AAA holds device-specific network parameters that allow access to a specific enterprise network. It collects usage or event details from the network and helps identify device cell location and device online status, handles usage alerts, and pushes CDRs to the billing system to charge network usage.

Enhance Customer Experience

AAA helps push changes in service parameters and policies to different subscribers without disconnecting or resetting their connections. Operators can offer better customer experience through seamless session updates whenever a customer:

  • Purchases a turbo boost bandwidth speed
  • Surpasses their fair usage policies
  • Refills balance for a prepaid account

Monitor Usage and Notifications

While monitoring usage and notifications, AAA supports enforcement of fair usage policies on reaching the defined time- and volume-based cap. It also helps standardize customer experience based on usage levels.

Monetize WiFi Access

AAA assists businesses to unlock a new revenue stream using the WiFi hotspot business model. The AAA server helps:

  • Access time- and data-based passes
  • Enable location-based services and offers
  • Allow dynamic redirection to customized captive portals

Role of AAA in 5G-IoT Ecosystem

Authenticating Slice Access

5G and network slicing are often concurrently used, though network slicing is an architectural component that helps operators design and customize different slices that run on a common physical interface. Network slicing supports a multitude of use cases and new services through 5G and also establishes multi-vendor and multi-tenant network models using shared infrastructure. According to ABI Research, network slicing creates approximately US $66 billion additional value for telecom companies.

When a device requests connectivity for a specific slice, besides 5G network authentication, the enterprise or tenant may also want to authenticate the device. This is handled by AAA, which holds the profiles of devices that can connect to the enterprise slice.

 

5G Slice Authenication

5G Slice Authentication

 

Authorizing Data Connectivity

As a device attempts to connect an enterprise data network, such as a mobile device that accesses streaming services, or a drone camera trying to upload images to the data center, the enterprise or tenant may want to check the device requesting connectivity and restrict access to the network resource to certain devices. AAA authenticates the device, checks whether it is authorized to access the resource, and then provides the connection parameters such as IP address and QoS for data connectivity.

 

5G Slice Authenication

Authorizing Data Network Connectivity

 

Multi-Service Access

Enterprise AAA plays a key role in connecting and authenticating devices to an enterprise network (slice), authorizing connectivity from non-LTE/5G networks such as WiFi and broadband. When the device tries to connect to 5G networks from non-LTE/5G networks such as WiFi, broadband, AAA plays an important role in authenticating the device, authorizing connectivity to the 5G core network function to allow seamless connectivity for mobile devices from non-5G networks.

 

5G Slice Authenication

Device Access From Non-3GPP Networks

Popular 5G-IoT Use Cases

Smart City

5G rollout will not only deliver high-speed connectivity globally but will facilitate the ability to handle massive network connections and unlock new life-enhancing services. Smart cities will integrate devices over 5G networks to build an intelligent city with smart traffic, smart homes, parking, waste management, public safety, and smart utility facilities. Coupled with enterprise IoT, AI, AR, and VR, 5G will offer maximum potential for service innovations in building smart cities, including use cases (slices) such as healthcare, drone, education, energy, and more. Additionally, use cases like connected vehicles, high streaming voice, and video transmission from crime sites, air pollution monitoring, and surgeries using AR and VR will further enhance lives.

Entertainment and Gaming

In both the entertainment and gaming fields, IoT solutions have played a major role in helping track emerging trends and consumer tastes in entertainment and giving users highly immersive gaming experiences. IoT caters to the entertainment industry’s three major needs: strong knowledge of the latest trends and user preferences, creating immersive content, and targeted ad campaigns. Today, users enjoy a whole new level of user-engaging visual content and gaming procedures with features such as:

  • Visible texts in the screenplay of video games
  • High-level 3D and reporting models
  • Content productions via AR and VR approach

Smart Home and Smart Building

IoT, combined with 5G-enabled tools and technologies, brings more control and efficiency to intelligent buildings and at home. These tools help control the connected home, comprising appliances, lighting, entertainment, safety, security, HVAC, temperature, energy management, and more from smart devices like smartphones, tablets, or laptops over the WiFi network. Smart home solutions leverage connected and automated homes by enabling users to centrally manage all devices from one location and provide device-specific instructions at just one click. IoT-enabled or smart buildings with AI-driven analytics help restructure key aspects of commercial buildings: construction, habitation, and maintenance enhancing the quality of life of occupants and staff. Building automation 2.0 covers smart building solutions covering space management, asset management, cleanliness and hygiene management, and environmental monitoring.

Smart Manufacturing

5G gives manufacturers and telecom operators the greatest opportunity to collaborate and build smart manufacturing units. By truly exploiting automation, artificial intelligence, and industrial IoT (IIoT), manufacturers can change the game of their business and discover innovative ways to adopt industry 4.0 practices. 5G RAN, network slicing, cloud infrastructure, and real-time data collection through AI build a strong vision of fully connected and automated factories. Having broader access to greater amounts of data, this use case revolutionizes the production capabilities of the manufacturing units by enabling manufacturers to generate meaningful data, which can be further used to enhance digitalization, create new revenue streams, identify operational obstacles, optimize industrial processes, and save manufacturing costs. Smart manufacturing has the maximum scope to transform businesses with complex device communications and stringent, costly, time-consuming manual processes.

Steps To Create A Winning Deployment

Virtualization

Virtualization plays an important role in any product deployment as it helps automate product delivery by using the latest NFV technologies. It helps enhance performance as it monitors network resources and can scale and heal automatically. Virtualizing the core network can also bring the benefit of network slicing and customized use cases such as smart cities, autonomous vehicles, entertainment, gaming, and remote healthcare. This helps build networks that boost performance, capacity, latency, security, reliability, and coverage of the application developed.

Open Standards

Standardization like 3GPP and REST APIs are the foundation on which different products and services are developed. They bridge the gap between work processes and deliverables to ensure performance and interoperability across the mobile supply chain. This helps eliminate vendor lock-in as it is always possible to get another vendor to deploy a solution that meets industry standards.

AAA Transformation

AAA Transformation helps CSPs streamline processes and reduce all of their ownership costs. With support for all access technologies, it equips them with a single platform to deliver AAA needs across broadband, mobile, WiFi, and M2M/IoT segments. Operators can boost performance and security by integrating multivendor legacy AAA deployments into a centralized cloud environment.

Digital BSS

A digital BSS stack helps CSPs deliver digital-first customer experience and automate business processes in both 5G and IoT deployments by upgrading their legacy BSS with a new 5G-ready stack. A modular BSS delivers a complete digital transformation that helps greenfield operators with full-stack deployment and replaces legacy systems that operate in a phased approach.

Conclusion

A high-performance and robust AAA Server integrated with 5G and IoT networks can be used for multiple use cases across various industrial sectors. It helps provide cost-saving network optimizations for end-to-end business processes. Advanced virtualized AAA solutions, combined with system integrations and data migration solutions, will deploy market-leading and cost-efficient services without affecting the current system or customer experience.

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Rajesh Mhapankar

Rajesh Mhapankar

Director, Innovations

A seasoned professional, technologist, innovator, and telecom expert. With over 20 years of experience in the software industry, Rajesh brings a strong track record of accelerating product innovations and development at Alepo. He supports the company’s mission-critical BSS/OSS projects in LTE, WiFi and broadband networks, including core policy, charging, and control elements.

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How operators can leverage network slicing for 5G monetization

How operators can leverage network slicing for 5G monetization

How operators can leverage network slicing for 5G monetization

 

18th of June 2020

 

 

 

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Mobile communication technology has been driving digitization and is now an essential pillar across industries such as manufacturing, automobile, retail, supply chain, transport, healthcare, and more. Different business verticals have varying needs: one sector could require high-bandwidth communication, another may demand ultra-reliable communication, while a third needs extremely low-latency communication. The ideal 5G network will fulfill these diverse requirements at the same time, and this is possible through network slicing.

What is network slicing?

It is theoretically possible to build multiple dedicated networks where each is customized to support the needs of one type of business customer, but this is economically unviable. The most efficient approach is to segment a single physical network into multiple logical networks, each catering to unique service needs. This technique is called network slicing.

 

Network segmentation is available to an extent in legacy networks through Access Point Names (APNs) and dedicated core networks. But it is now more seamless and practical to use with advances in virtualization technology that is adopted by 5G. 5G networks, along with network slicing, allow business customers to enjoy connectivity in line with unique business specifications that are negotiated with a mobile operator in a Service Level Agreement (SLA). The parameters of customization include data speed, quality of service (QoS), latency, reliability, security, and services.

 

A network slice is an autonomous end-to-end logical network operating on shared physical infrastructure capable of providing the agreed QoS. The scope of the network slice could cover multiple parts of the network, such as a terminal, core network, access network, and transportation network. One network slice includes dedicated and/or shared resources, which can vary in terms of bandwidth, storage, processing power, and more.

 

From the end-user perspective, the network slice serves as a normal mobile network. A slice often offers seamless and uninterrupted service when a device roams outside the home network.

Potential vertical applications

Network slices can be used for many use cases in several industries such as:

Consumer: enhanced Mobile Broadband (eMBB) for high bandwidth users.

Automotive: ultra-low latency (1 ms), high-availability, and effective isolation from other services for autonomous vehicles.

Logistics: high availability to track goods.

Healthcare: ultra-low latency and high availability for remote surgeries.

Warehouse: low-latency and high-availability for efficient collaboration between smart robots.

Media (entertainment/AR/VR): high-bandwidth for an immersive and seamless experience.

Smart cities, governments, SOS services: dedicated QoS to ensure connectivity of first responders.

 

Detailed network slicing use cases

Slices have limitless possibilities for industry, some of which include:

 

Slice for automobiles
Designed for a modern connected vehicle, it enables a highly versatile network that can deliver ultra-reliable and low-latency communication (URLLC) service for self-driving, car-to-car communication, and emergency services as well as high-throughput for in-car entertainment using high-bandwidth.

 

Slice for industry automation
A smart factory can use the operator’s URLLC slice for industrial automation, allowing monitoring and control of robotic parts. An edge computing data center (as network resource service) is used to deploy the system.

 

Slice for massive IoT
An operator can deploy a dedicated slice for IoT users to manage the complex network requirements for a massive IoT device ecosystem. It can have lower latency, and a separate charging and control function to simplify network management and speed-up deployment. This slice can support one million devices per square kilometer.

 

Slice for live broadcasts in AR/VR
A dedicated high-bandwidth slice can be used by an operator to transmit news and events such as sports and concerts. To manage AR/VR video processing, it can support one-to-many downlink connections with high-density computing. The slice will ensure high-bandwidth and lower-latency QoS.

 

What capabilities do Alepo’s solutions extend?

Alepo’s 5G Core solution offers converged subscriber data management, policy, charging functions, and 3GPP AAA. It empowers the operator’s network team to create and manage slice profiles, their technical attributes, and associate them with subscriptions or group subscriptions. As a device connects to the network, slice profile details are provisioned towards the network to connect the device to a specific slice based on its service subscription. This empowers operators to create, manage, and charge different slices based on each customer’s business requirements.

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Nitish Muley

Nitish Muley

Senior Engineer

Nitish has spent years building mobile apps for technologies like VR, AR, IoT, and is currently working on Alepo’s newest products. Always up to speed with the latest in the industry, Nitish is a voracious reader – and fervent writer – about all things related to tech and wireless standards. After hours, he wears a traveler’s hat, pursuing his love for photography as he explores different countries.

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Why every telco’s CX strategy should include omnichannel self-care

Why every telco’s CX strategy should include omnichannel self-care

Why every telco’s CX strategy should include omnichannel self-care

 

25th of February 2020

 

 

 

What do customers want? This is a million-dollar question – customer experience (CX) tops the list of differentiators that will give communications service providers (CSPs) an edge – and the answer’s constantly evolving. What’s indisputable is that digital transformation has meant customers are savvier and more self-reliant than ever, and they expect more control over their accounts. They want to manage all facets of their accounts using the social platform/s and apps they find most convenient, not necessarily legacy channels like IVR. Most importantly, they will remain loyal to a service provider that delivers a simple, interactive, seamless, personalized, digital, omnichannel self-care experience.

 

Research reveals that companies with robust omnichannel engagement boast an 89% customer retention rate; for companies with weak omnichannel strategies, on the other hand, that number is merely 33%. And customer retention is only the tip of the iceberg. Offering omnichannel digital engagement also means increased automation, workforce optimization, lower marketing and sales spending, reduced burden on call centers, and accelerated inbound leads – all of which improve revenue.

The evolution of self-care

More conventional forms of self-care such as SMS, USSD, search options on the website and FAQs have been around for years, and almost all operators offer at least one of these. However, their scope is limited and they do not support personalized responses based on the customer’s unique issues. IVR with live agents and email support address this limitation, but resolving issues takes hours, sometimes days. Customers no longer want to wait indefinitely for a response from customer care agents. In fact, in a survey conducted by Nuance Communications, 67% of respondents prefer self-service versus speaking directly to a customer care representative.

 

Customers today expect their concerns to be addressed immediately and like to follow the progress of their requests in real-time. Modern self-care solutions let operators respond automatically, any time of day or night, using cost-efficient AI chatbots. These chatbots have the capability to converse in multiple languages, and they use NLP to recognize and demonstrate human emotion. They are available for channels like live chat, web self-care, mobile apps, popular voice assistants like Alexa and Google, social media platforms like Whatsapp, Skype, Viber, Twitter, Facebook, and more.

 

Omnichannel experience means not only seamless switching but also smart channel integration, such as directing to IVR in a mobile app when customers are unable to solve problems and to follow-up when promised response times are exceeded. Customers can also choose between a chatbot and a live agent.

 

Self-care also includes advanced analytical tools that ensure a personalized experience for customers.

 

Some self-care operations include:

 

  • Digital self-onboarding with digital KYC
  • Number selection
  • Personalizing plans
  • Activating connections
  • Purchasing add-ons
  • Paying bills, even for others
  • Gifting and sharing balances
  • Viewing and managing rewards points
  • Real-time proactive alerts and notifications
  • Managing family members and parental controls

 

Of course, implementing modern self-care is enhanced by a modern digital BSS that defines automated workflows for each type of request, and can keep customers up to speed with the progress of their complaint through notifications on multiple channels.

How customer self-sufficiency spells success

Modern automated self-care may be considered a customer-focused offering, but operators benefit just as much as their subscribers do. It significantly reduces costs compared to phone-based self-service. Recent statistics show the benefits of AI-powered chatbots versus traditional IVR systems in resolving customer queries:

 

  • 80% of routine questions are answered by chatbots, freeing up agents for more productive work
  • 30% reduction in customer service costs
  • 50% decrease in call volume

 

And early entrants are already seeing results. Vodafone Italy, for instance, has reported that after introducing its conversational chatbot, 66% of its customer contacts were automated, reducing human contact, lowering the average number of times a customer contacted them by 15%, and 19% year-on-year reduction in customer operations costs.

Top 6 benefits of omnichannel self-care for operators

 

Automated Processes
Modern self-care means automation, and automation means lower costs. Chatbots and automated self-care reduce customer calls to CSRs, lowering call center operational costs. Automated self-onboarding lets customers use their mobile devices to create an account, upload their KYC documents, sign an e-contract, activate services, and track delivery of their SIM. The entire process can be completed in just a few minutes and is paperless, reducing costs and simplifying customer acquisition. By accelerating inbound leads, operators can optimize their workforce, allowing them to focus on other aspects of the business.

 

Easy Account Management
Customers can keep track of their digital interactions and self-manage their accounts, including plans, services, and groups, which reduces reliance on CSRs and/or walk-ins to physical stores. Further, this feature increases transparency, improving customer satisfaction and brand loyalty.

 

Personalized Promotions and Offerings
Intelligent analytics and machine-learning techniques aid in subscriber profiling and monitoring conversion rates, content usage trends and network activity. Detailed insights into the customer’s behavior and preferences enable operators to promote offers tailored to the subscriber’s needs. CSPs receive detailed reports about the percentage of customers who like or dislike offers proposed to them and can also determine which customers are happy with their network offerings. These insights, when further processed, are often converted into mobile campaigns and help operators in targeting customers effectively on a large scale, helping reduce sales and marketing costs.

 

Easy Purchases and Payments
Contextual advertisements help target the right customers. UI-focused self-care also displays all available services, offers, and promotions clearly, making it easier and quicker for customers to make purchases and renewals. And the purchasing experience is simplified by offering multiple payment options using secure payment gateways. Consumption data enables tracking customer groups that are high-maintenance versus those that can serve themselves, those who are price-sensitive, those who upgrade their plans frequently, and so on. With these reports, operators can offer incentives and discounts, and implement cross-sell and upsell opportunities.

 

Customer-Centric Use Cases
Customer-centric offerings put the customer in the driver’s seat, enabling them to purchase plans, top-ups, value-added services like unlimited and tiered plans, bandwidth on demand, data gifting, parental controls, personalized incentives, loyalty rewards, and more. Having more control over their accounts boosts customer experience both before and after the sale and drives repeat business, ensuring customer loyalty and improving overall business growth.

 

Multichannel and Multilingual Support
The importance of enabling customers to engage with their service providers using their platform and language of choice cannot be stressed enough. Customers can address queries and ensure swift complaint redressal, as well as receive proactive alerts and notifications, through the channel that’s most convenient for them. And while this enhances customer experience, it also reducing reliance on more conventional methods like CSRs and physical stores, helping reduce sales, marketing, and operational costs.

Differentiation and Personalization are Key

To conclude, service differentiation not only includes delivery and customer service but also letting subscribers access, manage and configure plans or services from anywhere and on any device, through an experience that’s been customized based on their needs and preferences. Omnichannel self-care stands out amongst the top offerings for operators to stay ahead of the competition.

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Pankaj Garg

Pankaj Garg

Product Owner, Digital BSS

Pankaj Garg is a telecom and FinTech expert with over 14 years of experience in the software industry. Handling digital BSS offerings is among the many hats he wears at Alepo. Always up to speed with the newest advancements in the products he handles, he takes it slow only when he’s road-tripping across India to discover new places.

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