Custom Telecom Solutions
We have developed mediation systems for ordering, billing and provisioning, and gateway solutions for interconnecting applications, departments and organizations.
Our proprietary order management solution – ILIOS – can be used as a stand-alone or part of a larger OSS and BSS integration integration, depending on your business needs. BSS (business support systems) and OSS (operational support systems) are two types of software used in telecom. BSS is typically used to manage customer accounts, billing, and other business-related tasks.OSS is used to manage the telecom order management network and infrastructure.
Features of our telecom solutions include:
- Automated flow-through ordering and provisioning to expedite the delivery of products
- Integration of disparate ordering, billing, and provisioning applications
- Integration of trouble management systems to track and enable reps to quickly fix faults
- Using business process management tools to help design and deploy process changes at a rapid pace
- Scalable and clustered applications to ensure 24x7 uptime and redundancy
The following case studies showcase our telecommunications solutions expertise.
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Enterprise Order Manager, built with our ILIOS Order Management platform, is a robust enterprise-level order management solution that we developed for a major telecom customer when maintenance and upkeep of an existing Oracle solution became too expensive.
The initial solution needed to accommodate orders with up to 5,000 individual telephone lines, but it has since been expanded to accommodate orders with up to 10,000 lines.
Order Manager’s key features:
Accepts incoming orders from third-party CRM and applies a rigorous rules engine to ensure that the data entry meets business rules and downstream data requirements to reduce data-related fallout.
Includes multiple integrations with third-party clearing houses like Neustar, Bandwidth, and Redsky to support FCC compliance and porting of numbers.
Uses complex workflows and business process automation to decompose, enrich, and route order data as needed; integrates third-party and inhouse systems to manage telephone number registration; integrates with network provisioning.
Manages complex and long-running orders that take, on average, 6-12 months to complete, including seamlessly processing complex supplements and ensuring that supplement information is properly sequenced and tracked.
Includes a robust set of UIs for technical staff to identify issues, fix and reflow them back into the automation process; analyze automation failures for manual fallout resolution; and categorize failures for automated fallout resolution. The UIs also allow onsite techs to manually resolve issues at the client site.
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Ordering and Provisioning Gateways, built primarily with our SMX API integration platform, addressed the need to extend the life of a legacy order management solution while orders were migrated to a newer solution. (The older order manager was then sunsetted.) A version of this solution is still in place serving to integrate components of the existing solution.
This gateway solution’s key features:
Integration with three different third-party billers, each with different message formats. Our gateway implementation transformed those message formats into a single unified order format that was sent to the aging order manager for processing. Response messages were formatted back into the appropriate format to the biller.
The ability to migrate and consolidate data, division by division, and ensure minimal productivity and data loss.
Management of complex workflows needed to process two-part orders – such as residential moves – was lifted out of the aging order manager and moved to the gateway.
Provisioning gateways offloaded slower provisioning activities from the OMS to downstream provisioning systems that consolidated responses for multiple actions on an account (like multiple telephone/Wifi/HSD activations/changes/disconnects) and responded back to the OMS.
Trading partner gateways that interact with the likes of Neustar, Bandwidth and other clearing houses and respond back to the OMS.
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We built an OMS solution to handle access service requests (ASRs) using our ILIOS Order Management Platform for a large cable provider. This solution addressed the requirement to receive ASRs from a trading partner and provide order life cycle management functions.
For this particular telecom solution, we used a “rules and config driven” ASR order management platform. This enabled the client to migrate out of a third-party-provided solution to an internal platform, which reduced their operating costs. We built a custom, intuitive UI that provided normal language translations of the cryptic ASR standard forms, which keeps training costs down.
The ASR solution is built to:
Receive orders from various clients/clearinghouses and map them to the correct service representatives based on their skills.
Make it easy for service reps to review received orders and generate confirmations, completions, and other responses. They can also use pre-filled forms that reference various network, inventory and other internal systems of records based on rules setup.
Help reps stay on top of established service levels agreements (SLAs), including reminders of upcoming dates, notifications on missed due dates, and analytics on user efficiency to monitor for process improvement opportunities.
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This telecom analytics solution identifies bundled orders offered at a discount for a limited period of time and ensures that pricing is appropriately updated at the end of the discount period.
By comparing the order, identifying bundles and related discounts, and reviewing the current CSR (Customer Service Record), the solution creates scheduled events to update the billing system on the day the discount ends. It also scans historical data to identify and apply these features retrospectively, if needed.
Features include:
Monitoring and analysis to identify gaps where pricing needs to be adjusted and scheduled events to disconnect or adjust pricing on different aspects of the promotional bundle.
Reports showing revenue loss to help minimize and even eliminate revenue leakages.
UI dashboards that allow senior management to gain visibility into various areas of their operations, from revenue assurance to order fallout.
OMS Performance Optimization - Testing Sandbox
To address a request from a large telecom client to enhance its existing solution performance, Seygen created an OMS test suite that emulated all order management interconnections among the network, inventory, and billing systems.
In this sandbox, the client can use order templates (which have been harvested from production data) to simulate requests and responses, perform load testing, and do analysis based on real-world data from an outage. This same sandbox allows the client to test OMS upgrades using real-world scenarios to find faults before upgrades are moved into production.
Consider the positive impact a streamlined, efficient telecom order management solution will have on your bottom line.
