Uploaded by Thai Pham Viet

Awarex ITelecom Clarifications

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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)
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| 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
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