Transformational Outsourcing Real-time Performance. Really happy customers.

Nokia Siemens Networks

The traditional telecoms model is changing

Pricing and segmentation strategy Customer interaction Service management Infrastructure

Nokia Siemens Networks

Focus evolving from networks to service to customer experience management

Managing user expectation Managing services Managing networks Managing elements Customer experience management End to end service management - services, devices, traffic Transforming convergent operations to proactive optimization Transforming current model

Nokia Siemens Networks

Traditional Outsourcing Fragments Service Experience Pricing and segmentation strategy Customer interaction

Service management Infrastructure

Nokia Siemens Networks

This results in perception and reality gap

Good
NW element KPI Assessed Network Quality
5

Good
E2E network quality

Average KPI

KPI per location

Operatorsaremoreandmore tryingtolooktotheservices theyoffertocustomers...IfI offeraBlackBerryservice,(this) meansthatInolongeronlylook intotheBEShardwareuptime andavailabilitySLAs.Inowlook attheperformanceofmy BlackBerrydataserviceatan endtoendbasis.Itallowsusto provideserviceSLAstotheend user. (CTO,wirelesscommunication serviceprovider,India)*

End User Experienced Quality

Testing KPI

Individual user

Statistics KPI

Actual experience

Source: A commissioned study conducted on Service Management by Forrester Consulting on behalf of NSN, March 2011 covering 30 CSP decision makers
Nokia Siemens Networks

Transformational Outsourcing is the answer

5 4

Proactive Customer Care Devices

3
Services in use Individualized KPI Multi vendor network 1 management

Nokia Siemens Networks

Reduce complexity of managing multiple vendors, expect performance

Multi vendor network 1 management

Nokia Siemens Networks

Worldwide proven experience in successfully managing multi-vendor network management

USA
Multi-vendor operations of TDM and transport equipment from over 20 vendors Latin America 5 year complete multi-vendor MS contract with NII Holding for 5 countries Latin America Multi-vendor operations and maintenance with equipments from over 70 vendors Spain Complete operations of Spain fixed and mobile networks counting 29 vendors Indonesia Performing network assurance service on Ericsson supplied 2G&3G infrastructure Africa Biggest multi-vendor outsourcing case in the region; one of the first supplier swap MS deals Australia Multi vendor MS contract covering network assurance performance & capacity management 170 multi vendor networks managed China Optimization of Huawei supplied BSS infrastructure using Netact Optimizer

60% of network elements managed are from other vendors

8 Nokia Siemens Networks

Integrating individual excellence with real time performance

2
Individualized KPI

Nokia Siemens Networks

Real time network and service performance through GNOCs

Faster reaction to Active alarm display Clearfaults e2e Code automation Heart Beat - GIS

Real-time Monitoring Realtime QoS QoE

10

Nokia Siemens Networks

From aggregate level monitoring to individual KPI management

Individual site level KPI Individual subscriber level KPI

Tool identifies changes in performance of site from hour to hour compares it to change in performance at same time in previous week and if abnormal raises an alarm Remote team analyze the alarm, and take appropriate action to recover QoS differentiation and Subscriber Equity Process Degradation tool for market Single Sitepicks up 10s of sites for market QoS differentiation and Subscriber Equity Single Site Degradation tool per week Optimization for European CSP leading CSP in mature APAC market Optimization for European CSP leading CSP in mature APAC market Example: A group of subscribers with an average Tool identifies changes in performance of site from Example: A group of subscribers with an average Tool identifies changes in performance of site from revenue per day of $4.9 and a high churn rate (33%) hour to hour compares it to change in revenue per day of $4.9 and a high churn rate (33%) hour to hour compares it to change in showed links with the following KPI thresholds that performance at same time in previous week and if showed links with the following KPI thresholds that performance at same time in previous week and if make them more likely to churn: abnormal raises an alarm make them more likely to churn: abnormal raises an alarm Remote team analyze the alarm, and take Location update failure Remote team analyze the alarm, and take rate > 4% appropriate action to recover appropriate action to recover
Average call setup time > 6 seconds PS attach drop rate > 5% Voice call setup success rate < 97%

11

Nokia Siemens Networks

Drive stickiness through better service quality

3
Services in use

12

Nokia Siemens Networks

Paradigm shift of network operations to service operations

Service management Service management
Customer experience Churn reduction Service differentiation
Service Service view view Business Business view view Customer Customer view view

Optimized total cost Optimized total cost

Service operations
End to end view of a service and its impact on business and customers

of ownership of ownership Foundation Foundation for customer for customer experience experience management management Increase revenues Increase revenues through differentiated services through differentiated services

Network operations Network operations

Operational efficiency Cost reduction
E2E network E2E network view E2E network E2E view network view view Network domain Network Network domain Network domain view domainview view view

Transformation

Network operations
Network monitoring, configuration & reporting

13

Nokia Siemens Networks

Case Study for UK CSP: Service Problem & Quality management Improved Mobile Broadband experience
Challenges Accurate and comprehensive view of the MBB customer experience Proactively identifying future bottlenecks and risks to customer experience
Customer Care Center
My Service does not work

Business as usual

Service Quality Management

Service Problem Management

Network Operation

Voice + Mobile Broadband

Benefits 70% reduction in service problem resolution time Reduced customer care complaints for voice and MBB Improved service retainability for MBB Substantial Voice quality improvement, Voice Drop Call Rate reduction and MBB service usage trend positive

Core and RAN

14

Nokia Siemens Networks

Devices - how customers experience the service

4
Devices

15

Nokia Siemens Networks

Better customer understanding based on real-time device data

Case study: Services and handsets distribution analysis CSP in APAC
Analysis of the traffic in the network will give insight to the usage of the Mobile Broadband service : Traffic Type distribution analysis Usage patterns Location based analysis Device performance analysis
Daily bandwidth share, downstream
Web P2P Web Media News Groups All others

Device & applications Performance analysis

22%
43% of downlink is web and 22% peer-to-peer

Average Video Throughput Comparison of Smartphone Uses Big difference in performance between iPhone and other brands

16

Nokia Siemens Networks

Reduce Churn and drive revenue through better customer care

5
Proactive Customer Care

17

Nokia Siemens Networks

First-time right resolution by call centers

Real-time, automated and personalized care for Orange Switzerland

"This solution is a product that will enable call centers to make a real difference in the companies customers experience.

3. 5.
Insight Insight Agent accesses the The problem 2. devicesolved. is & Action identifies 4. the problem. Action Agent changes the parameter to UMTS. The solution proposes an action to solve the problem: a link to device management.

We can solve technical problems during the first call in 50% of the cases. Response is available on average in 20 seconds.
Customer Care Head, Orange Switzerland

1.
Insight The cause of the problem is described in plain language.
18 Nokia Siemens Networks

Proactive customer intimation through Service Operation Center

Service degradation
Regions / Customers Services

Resources

19

Nokia Siemens Networks

Outsource your transformation, in-source Total Expertise

Network ? Users ?
Customer Expectation

Customer Expectation. Managed Capabilities. Mindset

Customer interaction Strategy

Efficiency

Service management

Infrastructure

20

Nokia Siemens Networks

Thank You

21

Nokia Siemens Networks