Introduction to Liberate and Liberate Customers DATE
Dec 14, 2015
Introduction to Liberate and Liberate Customers
DATE
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Liberate in the marketplaceVideo
Introduction to Liberate and Liberate Customers| Date
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Question:
• Liberate is a Customer Care, Billing and Order Management system*
• It is the “glue” for 3rd party and self built CRM capability
• Repository of all our customer data
* Originally, the name used for both the front -end and back-end was CIS
Introduction to Liberate and Liberate Customers| Date
What do you know about Liberate?
Backend – CIS • Cobol & RDB (VMS)Front-end – Liberate• Java and HTML5 (Linux)MULE Hubs• IntegrationWeb services• Low level API• Windows->VMSGateway• Business-level API• Java (Linux)Insight (Management Info)• SQL server & Business ObjectsLegacy• Lots, being turned off
Liberate: What it is
Line Plant &Exchanges
ServiceProvision
Message Processing & Rating
BillingAccountsReceivable
Fault Recording& Management
InterAdministration Accounting
DirectoryEnquiries
PricingCustomer Care
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Question:
No company can survive without Billing!
Billing is really interesting …. REALLY it is!
Introduction to Liberate and Liberate Customers| Date
What excites you about Billing?
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If you can’t bill for it, it’s a hobby
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Liberate is critical to empowering people on the front line• In every location Liberate users are
judged…Retail stores Contact centres
Online & on the move
Introduction to Liberate and Liberate Customers| Date
How do you think Liberate users are judged in these locations?
• Queue time • Speed to answer
• Ease of use
• Knowledge of staff
• Availability of the right products and packages
• Level of IVR automation
• Speed of query resolution• Knowledge of staff
• Level of Self Service
• Access to your data
• Help when needed
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Liberate: one system front to back
Service from oneof our shops
Service from oneof our call centres
Service from oneof our engineers
Service from one of our dealers
Service online
Service from one of our products
Sign-up Change Schedule Configure Fault Pay Complain
Introduction to Liberate and Liberate Customers| Date
Liberate supports all aspects of the CWC customer lifecycle processes across all products
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Web 2.0 extendible frameworkA single platform exposing consistent logic and functions across
multiple channels.
Convergent order-to-cash customer care and billing platform.
Pricing and Promotions
Engine
Customers, Products and
ServicesProcess Engine
Reporting functionality and BI Capability-
Dashboards PerformanceReporting
Shops Call-Centres On-lineDealers Back officeField
-Console
Liberate’s key components
*
* Insight is not used by every BU; currently only used by LIME
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Evolution of Liberate
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Liberate History: 1990’sYear
Key developments
Dev partners Deployment
1991 Development of CIS begins
ESB Aldiscon Ireland
1992 ‘’
ESB Aldiscon Ireland / Calidus London
1993 ‘’
Calidus London
• First BU (Grenada) goes live
1994Performance enhancements to support larger BUs
• Jamaica model company formed to test CIS
1995 ‘’ • Jamaica goes live
1996 ‘’ • C&W Barbados goes live
1997 ‘’ • TSTT Trinidad goes live
1998iService Web Portal development begins
• C&W Panama goes live
1999 ‘’ SEMA outsource
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Liberate History: The “Noughties” Year
Key developments
Dev partners Deployment
2000-2003
‘’ SEMA OUTSOURCE
‘’
2004 C# GUI development starts
Insource back to C&W
2005 ‘’ ‘’• LIME GSM customers
migrated from Amdocs to CIS
2006 Integration with Comverse RTBS
‘’
• Guernsey migrate to CIS & CIS+ GUI for mobile line of business
• Integration with Comverse RTBS goes live
• Jersey launches GSM Business, using CIS+GUI
2007 ‘’
Patni (now iGate) offshore partner
• Seychelles GSM migrate to CIS+GUI and RTBS integration
• Isle of Man launches GSM Business, using CIS+GUI
2008 Liberate development starts
• Guernsey migrate fixed line customers to CIS & CIS+GUI
• Dhiraagu GSM migrate to CIS+GUI and RTBS integration for prepaid and postpaid
2009Liberate initial development completes
• WiMax launch for Connecteo in Burkina Faso and Cameroon (lasted for 1-2 years)
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Liberate History: 2010-today! Year
Key developments
Dev partners Deployment
2010 ‘’
Patni (now iGate) offshore partner
‘’
2011
• C# GUI development starts
• Disposal of Bermuda
2012Integration with Comverse ONE
iGate offshore partner (Patni became part of iGate)
• Integration with Comverse One goes live in Jamaica and Cayman for prepaid
2013 Disposal of Batelco and GM (Macau)
• Integration with ComverseONE for prepaid AND postpaid goes live in Dhiraagu and Channel Islands.
• Integration with ComverseONE for prepaid in LIME BAR & RoC. Greeen screen switch off completed by Dhiraagu
2014 Team moves to Miami
Introduction to Liberate and Liberate Customers| Date
Liberate Customer Overview
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Our main focus is on the Caribbean and Central America
Introduction to Liberate and Liberate Customers| Date
Owned by CWC LIME: Anguilla, Antigua & Barbuda, Barbados, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts & Nevis, St. Lucia, St. Vincent, Turks & Caicos Islands, British Virgin Islands
Panama, Seychelles
CWC Interests (not a majority shareholder)
Solomon Islands, TSTT - Trinidad & Tobago
Not CWC Interests (supported by the Liberate team) Batelco: Maldives, CIIM – Guernsey, Jersey, Isle of ManCTM : MacauLinkBermuda: Bermuda
CWC Interests that don’t have LiberateBahamas
We have a presence in 25 countries
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Processes and Products
LIME (Caribbean) & Seychelles
CWP (Panama) CTM (Macau), Batelco (Maldives & Channel Is.)
Solomon Is., TST T- Trinidad & Tobago
Processes supported:
• Lime: Ordering, provisioning, rating, billing & collections / credit control
• Seychelles: Ordering, provisioning, faults, rating, billing & collections / credit control
Products supported:
• Mobile, broadband, fixed & TV
*mobile rating by Comverse in all these regions
Processes supported:
• Ordering, provisioning, faults, rating*, billing & collections / credit control
Products supported:
• Solomon Is.: Mobile, broadband & fixed
• TSTT: Broadband & fixed
Processes supported:
• Ordering, provisioning, faults, rating, billing & collections / credit control
Products supported:*• Broadband, fixed & TV
Processes supported:
• Ordering, provisioning, faults, rating*, billing & collections / credit control
Products supported:
• CTM/Macau: Broadband & fixed
• Channel Is. & Maldives: Mobile, broadband, fixed
3.4 million mobile customers
1.1 million fixed linecustomers
366,000 broadbandcustomers
Introduction to Liberate and Liberate Customers| Date
*mobile rating by Comverse in all these regions
*mobile is supported on Unicorn
Early versions were not complete• Missing functions; insufficient attention to resilience and usability• Error messages too generic and not readable by humans
The system the users love to hate
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Old hands prefer green screens because of familiarity/fluency• Particularly those exercising a limited range of functions • Training doesn’t stick (churn in contact centres; closet GS use in
back office)It’s the front door• Problems in e.g. Comverse or ACUT are reported as “Liberate”• Users complained about Green Screen before they had Liberate
Underlying systems decay• Bottlenecks develop round the stack• Regular tuning and servicing are required but often neglected
We’re trying to turn this around, but it takes time• new user training time is MUCH shorter with Liberate• Liberate 2.0 was better; Liberate 4.0 & 5.0 are better still
• Usability improvements, including more hot keys• Performance improvements from reduced roundtrips and SQL tuning
• Focus on operability (GWS, IMS …)
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Liberate in the workplaceVideo
Introduction to Liberate and Liberate Customers| Date
Liberate Users_0111.wmv
Liberate in the marketVideo 2
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