Changing the game ITelecom Going Digital 3rd April 2020 Ahmed Shawky 1 | proprietary and confidential Architecture and Deployment Diagrams 2 | proprietary and confidential High-Level Extensible Architecture Omni client digital customer interaction Cloud On-Premise Mobile app Integration Vesta, Amazon, Pay-Pal, Visa, MasterCard, Stripe Web app Payment Partners Engagement & Analytics Platform Content Platform Integration Platform SMS/Message bot Monitoring Platform Legend Others AwareX Customer 3 | proprietary and confidential Smart speakers Service Provider BSS Multiple BSS supported Pre-paid mobile Post paid mobile TV Internet Fixed Line Live Customer Deployment – 4 | proprietary and confidential Live Customer Reference Architecture Consumer website Mobile app SMS SMTP Server Email SMPP Server BSS Application (Optiva) - Postpaid Engagement & Analytics Platform Web app Integration Platform Top Up Partner Website VPN SHP – MBB (E///) – Postpaid & Prepaid Payment Partner Website (Global Payments) OCS (E///) Prepaid Campaign Management/ Loyalty Postpaid DCRM (Optiva) Legend Others AwareX Modules AwareX Client Modules Customer AwareX Customer 5 Data Platform Prepaid DCRM Microsoft Optiva Modules TCB + CRM Customer Modules 3rd Party Payment and Top-Up Modules | proprietary and confidential Omni client digital customer interaction Cloud Single Sign On On-Premise SMS SMPP Server Email SMTP Server DST AD Customer Website Payment Partner Website (Global Payments) Web SelfCare Engagement & Analytics Platform Customer Content Platform BSSAppTcbApi (Optiva) - Postpaid - Monitoring Platform VPN SHP – MBB (E///) - Prepaid & Postpaid - Top Up Partner Website (Global Payments) Mobile Apps (iOS & Android) SEP Modules Internet Customer Modules Prepaid OCS (E///) Integration Platform Campaign Management/ Loyalty Amazon Web Service Cloud Postpaid DCRM (Optiva) Optiva Modules TCB + CRM Ericsson Modules OnPremise 3rd Party Payment and Top-Up modules Campaign and Loyalty modules Company Confidential Prepaid CRM - Microsoft 6 Prepaid DCRM (Microsoft) Single Sign-On Private Cloud Deployment 7 | proprietary and confidential Deployment Diagram Internet 8 | proprietary and confidential Private/ Public Cloud On-Premise LEGEND AwareX Authentication Admin Console 3rd party solution back end(s) Events A P I Analytics Push Geofencing App attribution • • • • Customer Other Service Provider Website Engagement & Analytics Platform Business Support Systems Mobile Platform • • • Web Browser Client Conversational Interfaces (e.g. chatbot) Content Platform Firewall Third party applications Admin Console Teasers Surveys Marketing Banners IVR System Firewall 3rd party sdk(s) Marketing Systems Zero Rated HTTPS Standard REST API Data CSV Files Connectors Additional System(s) Bot Adapters Integration Platform Invisible Interfaces (e.g. Alexa) SSO logs Admin Console IVR • Microservices Based Internet 9 | proprietary and confidential Alerts & Monitoring (Elastic stack) Monitoring Platform Private Cloud On-Premise Key Selling Use Cases 10 | proprietary and confidential Product Key Features – Sample feature list… GENERAL PRODUCT FEATURES Available Feature Available Feature Available Feature Trade dress to XL branding Add On Management Enhanced Push Notifications(Geofence, Deeplink) Guest Access (Guest Top Up/Bill Pay) Travel Pass Management Loyalty Program (enroll, view and redeem points) Account Registration Top Up How To Instructions Native Login with Face/Touch ID Balance Transfer Help SMS Login Usage Management Equipment status (troubleshoot router/modem) Login through Identity Management Partner Plan Management Bill Management (View/Pay Bill including PDF) Marketing Messages/Promotions/Offers Consolidated Account Mgmt. (3 level hierarchy) - Family hierarchy Bill Reminder with Native Calendar integration Profile Management (link/unlink a line/account) Personalized Add On Recommendations (E.g. Location based promotion) Alerts (Bill Due, Low Usage/Balance) Repurchase Add On Collect User Feedback (App Store, Survey) Profile Management (enroll in paperless billing) 11 | proprietary and confidential Push Notifications Store Locator (including directions with maps) Low Balance SOS (request a call/credit) Voice Interaction on Android app Force Upgrade (Mandatory/Optional app update) Localization (Language) - Bahas Language support View Recent Account Activities Provisioning Wizard for new services signup (Service contract) Product Key Features – Sample feature list… ENGAGEMENT & ANALYTICS CONTENT PLATFORM MONITORING PLATFORM Available Feature Available Feature Available Feature Push message engagement campaigns and results Manage Marketing Messages/Promotions/Offers including deeplinks to specific in-app features or add-ons 24x7 error monitoring with 99.99% service availability target Manage Marketing Messages/Promotions/Offers including deeplinks to specific in-app features or add-ons Subscribe-able notifications to TELE2 Support Team (Ex: TELE2 Backend System(s) not accessible by app) Administrator Access Security: SAML support (Active Directory) Mobile App crash monitoring Text Updates: Terms & Conditions, Frequently Asked Questions Live Monitoring Dashboard (Ex: Integration Platform logs, System Resource logs, TELE2 backend requests/responses) Set up Geofences App Usage Dashboards with ability to split by device, app version, carrier, OS version, country, etc. User Type Dashboards (Active Users, New Users, Churned Users, Reactivated Users) Screen and event tagging Path to purchase and feature usage A/B testing How to Instructions Updates: Modify pre & post login teaser images & text as well as the order of appearance Manage Store Locations Control groups Manage Surveys along with in-app triggers Attribution View Survey Results App Store & Google Play Reviews, Ratings, and user comments Localization (Language) 12 | proprietary and confidential Internal Vs. External Trigger - Sample list… Trigger from External BSS system Usage trigger – for e.g. 5% data trigger when data usage reaches 95% Bill ready for download Bill expiry date – Bill payment due in 3 days Any such trigger from backend BSS systems 13 | proprietary and confidential Trigger from Internal (AwareX) Geo fencing – User Location data Customer Survey – Trigger customer survey based on user behavior App / Channel behavior – Top up initiated, Add-On viewed etc. Any such behavior from channels – Mobile native app, web, Bots etc. Services/Delivery Capabilities, And Remote Support Model 14 | proprietary and confidential Delivery Model – Delivered in weeks not in Months M1 M2 M3 M4 Deliverable Contract Analysis / Lab Setup Product Enhancements Enablement Customer QA Customer UAT Go-Live Support & Operations Ready for Development (Lab, Services, Test Accounts available) Discovery Session 15 | proprietary and confidential Go-Live Key Deliverables: 1. Customer signs contract 2. Discovery session 3. Create Enablement Specification document 4. complete the following: • API workbook • Connectivity/access for AwareX to customer environment(s) • Test accounts & test data for all use cases 5. Trade Dressing/ Branding • Matured UX and UI methodologies • Prototype and Mock-ups using tools like Sketch, Adobe Photoshop, Adobe Illustrator, Omni Grafle, Axure RP 6. Easy Enablement as per customer trade dress 7. Customer specific QA cycle to ensure trade dress and backend integration 8. Development, test and production environment configuration Support Model Level 1 – Customer Care (Operator) • Technical Registration • FAQ Support • Escalation to Level 2 Level 2 – Technical Support - AwareX • Remote troubleshooting • Solutions from knowledge base • Check integration issues • Escalation to Level 3 Level 3 – Managed Services, Advanced Technical support AwareX • Problem Diagnosis – Remote monitoring, troubleshooting & issue reproduction • Development escalations • Change management Level 3 alerts Operator personal of any Monitoring thresholds/ triggers (E.g. Login taking too long due to slow responses from Backend system) 16 | proprietary and confidential Support SLAs Service Category Incident Handling Critical Major Problem Management Medium Minor Action Response Time Initial Response 30 mins Restoration 4 hrs. Initial Response Work Around 4 hrs. 4 working Days Final Correction By Mutual Agreement (target 1 Month) Initial Response 6 hrs. Work Around 2 weeks Final Correction By Mutual Agreement (target 3 Months) Initial Response 5 working days Work Around To be provided if applicable. No target time. Final Correction Next S/W update cycle* AwareX commits to provide services within the response time for at least 90% of following number of all cases. 17 | proprietary and confidential Business Model 18 | proprietary and confidential AwareX business model: a B2B2C product company • We are consumer/mobile-first, but client agnostic • Our sales model is B2B2C and we achieve growth through three initiatives: 1. Sign new service providers: Fast deployment of simple yet functional self-care consumer-engagement 2. Drive penetration: Use our analytics and customer engagement platforms to assist the marketing and customer service departments to increase penetration into their consumer base thus increasing both customer benefit and SaaS revenue 3. Increase revenue per MAU: Create and sell new premium features to increase revenue per active user, our strong interest being revenue share opportunities • We earn SaaS-based revenue from the service provider based on the number of active users per month (MAU) 19 | proprietary and confidential Long term value creation model Wedge 3 Wedge 2 Wedge 1 20 | proprietary and confidential All Digital, All Self-Service, All Aware www.awarex.com | proprietary and confidential AwareX Value • We provide a PRODUCT • • • • • • • Pre-built journeys Omni-Client Back end agnostic Native Configurable/brandable white label Configure vs customize or build Continuous enhancements & additions for greater velocity • Why we do it that way • Fast Time to Market • Low Total cost of ownership • Maximum feature availability 22 | proprietary and confidential Analytics & Marketing 23 | proprietary and confidential Engagement & Analytics Platform App Usage breakdown between Android & iPhone 24 | proprietary and confidential Engagement & Analytics Platform We can setup & preview push messages 25 The map should be customized for each customer demo And add a geo-fence Track app & feature usage. Setup campaigns and monitor results. | proprietary and confidential Content Platform 26 | proprietary and confidential Operational Monitoring 27 | proprietary and confidential Monitoring Platform Live system monitoring with KPI alerts & notifications to ensure maximum uptime & optimal service experiences to your customers 28 | proprietary and confidential
