IVR case study UNITEL Angola muTel Germany - The...

μμ ττ

IVR case study UNITEL Angola – muTel Germany

2009 VMA Conference Zurich

Presented by Alexander Chruschwitz, muTel Germany

15 October 2009

2009 VMA Conference Zurich μμ ττ muTel Germany - IVR case study

Unitel Angola

2 15 October 2009

Contents

1. muTel Germany - company overview

2. African Market – regions, player & in general

3. IVR project @ Unitel

Unitel – company overview

IVR – project goals

RFP – the vendor selection process

Final solution

4. What is planned next?

5. Q&A


Unitel Angola

3 15 October 2009

Contents

muTel Germany - company overview

African Market – regions, player & in general

IVR project @ Unitel




Target solution

What is planned next?

Q&A


Unitel Angola

4 15 October 2009

Company Overview

Vendor independent consultancy group

Founded in 2006

Headquarter in Munich/Germany; Offices in New Delhi/India,

Chicago/USA and Lisbon/Portugal

Extensive experience over the past 12 years in major mobile

operators worldwide

Designed and implemented various services for more than 30 million

customers

Our Mission:

“To help make an operator unique and

competitive with latest technology”


Unitel Angola

5 15 October 2009

Contents







Target solution


Q&A


Unitel Angola

6 15 October 2009

Telecom Market of Africa

Very different to

Europe and also to

each other

Well established

markets in certain

regions

Negligible fixed

teledensity


Unitel Angola

7 15 October 2009

African Market Player

> 160 Mobile

Network

Operators


Unitel Angola

8 15 October 2009

Contents







Target solution


Q&A


Unitel Angola

9 15 October 2009

UNITEL company overview

Founded in 2000

Private owned

Largest MNO in Angola

~ 5 Million Subscriber

~ 1000 Employees

2G & 3G technologies


Unitel Angola

10 15 October 2009

IVR Project

Goals

Platform for interactive voice services and

new call center flows

Two main drivers:

rapid increase of call volumes in callcenter

no predefined information to frequently asked

questions

Offload the callcenter by providing a self-

care voice portal


Unitel Angola

11 15 October 2009

RFP Process

Project Kick-Off at UNITEL End Q3/2008

RFP Requirements Specification during

Q4/2008

530 Requirements and Questions

Covering: Technical, Functional, OaM, Statistics,

Quality, Support

Issued to 11 Vendors; Responses received

from 10 Vendors

Vendor Workshops with all 10 Vendors mid-

Q1/2009


Unitel Angola

12 15 October 2009

Evaluation

Evaluation of technical & commercial RfP responses and Workshops

Different criteria weighted and

summed up per vendor

Ranking created using the weights

and response evaluation scoresWeight

Internal Architecture 5

HW/Capacity/Perfomance/Upgrade ratio + HW Opex

Cost 5

Functionality (% of requirement compliancy as

responded in the RFI)

- Callflows and external Interfaces 5

- Service Creation 5

- Statistics 5

- OaM 5

References of deployments 10

Company size to provide development & deployment

within Project timelines 5

Reliability in Vendor to implement new services;

Based on existing experience. Presented Release

planning and Roadmapping with Pricing new

features 5

Commercial /Pricing 20

SI Competencies 10

Opinion based on Workshop 20

0

1000

2000

3000

4000

5000

6000

7000

Ven

dor

1

Ven

dor

2

Ven

dor

3

Ven

dor

4

Ven

dor

5

Ven

dor

6

Ven

dor

7

Ven

dor

8

Ven

dor

9

Ven

dor

10

Vendor Shortlist


Unitel Angola

13 15 October 2009

Final Solution

Access Layer

Ø Call Control

Ø Automatic Speech Recognition (ASR)

Ø Text-2-Speech Engine

Ø Voice Browser

Application Layer

Ø Service Flows

Integration Layer

Ø Interface Handlers

OS

S

BS

S/E

na

ble

rs

ØM

on

ito

rin

g

ØA

larm

ing

ØL

og

gin

g

ØB

acku

p

ØC

om

mo

n U

se

r Re

po

sito

ry (C

UR

)

ØB

illing

Syste

m

ØIN

Syste

m

ØC

allc

en

ter A

pp

lica

tion

ØS

erv

ice

Su

bscrip

tion

Syste

m

Data Layer

Ø Service Flows

Ø Configuration Data

Ø Temporary Data

Voice Enabling Platform

Layered approach

Clearly separated

functional modules

Interconnect via

open interfaces

Scales up easy &

independently


Unitel Angola

14 15 October 2009

Solution Architecture

Core Network

MSC

SS7

IN

Interface

MSC

MSC

SOAP/X

ML

Billing

Logging

Voice

Browser

Service Logic

WEB Server

Interface

OAM

Interface

Service Creation

API

Statistics

KPI

OAM

Monitoring

Alarming

Backup

Server

Remote

Access

KPI Server

Postpaid CC

PBX

External

Callcenter

PBX

Co

re N

etw

ork

SMSC

CALL

ControlTTS

3rd Party

External

Interface

UCP/SMPP

IN System

IP

Interface

Provisioning

IVR

SMSC

Interface

TDM


Unitel Angola

15 15 October 2009

Contents







Target solution


Q&A


Unitel Angola

16 15 October 2009

What is planned next ?

HW delivery to Luanda,

Angola

Implementation &

Testing

μμ ττ

Any Questions ?

μμ ττ

Alexander Chruschwitz

Business Development

mu Tel Germany

Alte Kreisstraße 18C

D − 85778 Haimhausen / Munich

(: +49 176 2033 2757

4: +49 8133 76 00 13

:: [email protected] μμ ττ excellence in telco

services

Thank you !

IVR case study UNITEL Angola muTel Germany - The...

Documents

Transcript of IVR case study UNITEL Angola muTel Germany - The...