THE BUSINESS TOMORROWS

Transcription

1 OF THE BUSINESS TOMORROWS

2 About Us Mahindra Comviva is a leading global mobility solutions provider to Mobile Operators and Financial Institutions We are a subsidiary of Tech Mahindra and a part of the $20.8 billion Mahindra Group 2 Bn+ Mobile Users Globally 95+ Countries in which present 19 Years of experience 130+ Customers 8 Product lines Double Digit Growth in the last three years 2

3 The first 4 generations of mobile have followed a repeatable recipe Mobile Technology Consumer Devices Industry Growth SCALE & SHARE OF PROFIT CSP SHARE OF AVAILABLE EBITDA Operations & IT commoditisation % available EBITDA Volume/scale Total EBITDA Available to CSPs 2017 TM

4 Global communication revenues, Source: Ovum

5 Current operator service revenues New addressable 5G enabled revenues 5G ecosystems represent a $582bn opportunity for CSPs CURRENT OPERATOR + 5G ADDRESSABLE REVENUES INCREMENTAL $582BN SPLIT BY INDUSTRY (2026) $bn +20% Industry potential to add 20%+ new revenues by 2026 Media & Enterainment Healthcare Financial Services Automotive 11% 13% 8% 5% 19% $582Bn 2026 Operator addressable 5G digitalization revenues 17% Manufacturing Energy & Utilities 13% 13% Public Transport Public Safety Source: Ericsson & Arthur D. Little

6 Something Has Changed in 21 st Century Business FIRM FOUNDED EMPLOYEES MKT CAP BMW ,000 $53B UBER ,000 $60B MARRIOT ,000 $17B AIRBNB ,000 $21B WALT DISNEY ,000 $165B FACEBOOK ,691 $315B KODAK ,000 $30B (heyday) INSTAGRAM $1B (acquisition) 2016 Parker & Van Alstyne, with Choudary licensed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0).

7 Early 5G Global Adoption Retail Rollout Moving towards Business uses South Korea USA Partial Rollout in certain cities Early 5G Adoption in Self Driving Cars and Rollout in early 2019 for retail users Argentina and Chile Network Rollout in Progress Indonesia Test Rollout of 5G in Sports Events Commercial Rollout for Mobility Customers Kuwait Qatar Commercial Rollout for Customers for Mobility and FWA 7

8 Key Use Cases in 5G Autonomous driving, Platooning on Highways for Vehicle to Vehicle interaction and increase capacity of highway and increase fuel efficiency Connected Essential Services - using this sensors for essential services like Water reservoir, electricity sensors, traffic etc can publish the data over network and monitored real time bases AR and VR based training for industries Connected Essential Services Infrastructure Learning and Lifestyle through VR and AR 5G 4K Live Events Broadcasting Autonomous Driving and efficient Highways Wireless Home Entertainment Enterprise and Retail Convergence - 5G is likely to bring FWA so guaranteed bit rate and high speed internet will not need wire line technologies and so enterprise rollout time will decrease a lot. This will need BSS to automate the enterprise steps from lead to cash, this will need RPA at BSS Enterprise and Retail Convergence Wireless E-Health Real time fault analysis and self healing enablement Real time Fault Analysis - The sensors can publish sensor and faults online so BSS systems will have to keep repository of devices and then enable online trouble shooting 8

9 CSPs Are Failing to Capitalize on Value of Digitalization Despite enabling the digital economy, telecom operator s proportion of growing industry profits is forecast to reduce from 58% in 2010 to 45% by 2018, due to failure to effectively launch, scale and monetize new services. Inability to innovate, lack of operational agility, and culture/talent are primary causes.

10 Digital enablement From CSP to Digital Service Providers & Enablers Digital Service Enabler Platform-based business model CSP capabilities open to ecosystem partners Mixed ecosystem curator & participant roles Traditional CSP Traditional sources of revenue (connectivity, voice/text, data) and business model CSP-controlled customer interaction 2020 CSP Software-defined Telco DSP and DSE capabilities Agile, Innovative, Transformed Analytics driven to create customerdefined experiences and as-a-service for ecosystem partners Digital Service Provider Highly automated, real-time, on-demand dynamic digital infrastructure Digital channels with customer-controlled interaction/self-service Rich customer experience Digital services provisioning Diagram Source/Inspiration: Nick Gurney & Robert van den Dam, Outthinking Disruption in Communications, IBM Institute for Business Value Report.

11 OUR VISION AND APPROACH Classification Comviva Internal OF THE BUSINESS TOMORROWS

12 LEVERAGE MICRO-MOMENTS because Real-time matters We are seeing a major shift in consumer behaviour towards micro-moments moments of high intent when consumers are looking to find, buy or do something. Sundar Pichai, CEO Google Inc. Researching Devices Online Researching Mobile Plans Online Activating a SIM Buying a Recharge through the Mobile App Running out of Airtime Running out of Included Data Visiting a competitor s Website Experiencing multiple dropped calls Browsing content portal 12

13 DELIVER DIGITAL ENABLEMENT API DRIVEN, IN THE CLOUD Digitally Native and Always On, An average mobile user taps, swipes and clicks 2,617 times each day Source: Putting a Finger on Our Phone Obsession. Dscout. June

14 HARNESS THE POWER OF MACHINE LEARNING, PREDICTIVE AND PRESCRIPTIVE ANALYTICS McKinsey predicts High Tech, Communications, and Financial Services will be the leading industries to adopt AI in the next 3 years Source: McKinsey s State of Machine Learning and AI,

15 OSS BSS DIGITAL TRANSFORMATION Classification Comviva Internal OF THE BUSINESS TOMORROWS

16 Business Solutions Next Generation Revenue Management OSS/BSS suite A convergent end-to-end BSS stack Quad-play offerings Cloud based and pre-integrated 360 Degree customer view with social media insights Sales and Distribution (SnD) Simplify operations and minimize overheads across the channel Mobile App enablement for real time updates Centralized Subscription Manager (cms) Centralized Charging, Subscription, Rating and Provisioning OTT monetization Unified Selling framework for Voice, Data and VAS joint offerings Unified CRM (ucrm) Number Mgmt. System (NMS) Order Mgmt. (OM) Convergent Billing (cbs) Inventory Management Channel &partner Management Sales & Incentive Management Data Revenue Booster Direct Carrier Billing 40+ Global deployments 230Mn+ Subscribers in a single deployment Market Penetration of 4G to 22% in highly competitive market due to optimized distribution strategy 65+ Global deployments 50Mn+ Subscribers in a single deployment 16

17 Enablers of Digital Transformation in OSS/BSS By modernizing OSS/BSS systems, four key aspects of digital transformation come to the fore: Enhanced Customer Experience via chatbots and self-care portals and applications. Customers are assured of an omni-channel experience Operational Agility can be ensured by migrating existing applications to the cloud. Innovation is the key. Operators focus on DevOps to ensure agility and flexibility in operations. Increased focus on Platform Play, to transform operators into service aggregators for third parties. Operators can thus leverage the opportunity provided by The Internet of Things (IoT) as well. Source: Heavy Reading 17

18 Artificial Intelligence assisted discovery integrated with Social Media DISCOVER, SUBSCRIBE, SUGGEST, RETAIN: (Artificial Intelligence At Work) Operator Website F E AT U R E S Facebook Messenger Search & Preview 360o Digital Integration Featured Content Uniformity In Experience Unburden the Call Centre Increased CSAT Rating and Feedback B E N E F I T S Uniformity In Experience Unburden the Call Centre Increased CSAT OperatorLive.in Integrate All The Digital Interfaces and Social Media Giving Users A Medium To Explore And Self Subscription as well as grievance redressal via social media platform Reduced Dependence On Call Centers, 360 degree feedback and resolution 18

19 SUCCESS STORIES Classification Comviva Internal OF THE BUSINESS TOMORROWS

20 UNIVERSAL DIGITAL EXPERIENCE PLATFORM Classification Comviva Internal OF THE BUSINESS TOMORROWS

21 THE VALUE OFFERED BY A DIGITAL SERVICE PLATFORM Ensures a unified customer experience, whilst delivering an intuitive, contextual and engaging omni-channel experience Network technology and infrastructure MAHINDRA COMVIVA s UNIFIED DIGITAL EXPERIENCE PLATFORM ENABLES MULTIPLE KEY ELEMENTS OF THE DIGITAL TRANSFORMATION JOURNEY PRODUCTS AND SERVICES Talent and culture Partner and ecosystem Enterprise technology Devices CUSTOMER INTERFACE (OPERATIONS) Omni-channel enablement Digital acquisition CLC management Dynamic pricing Digital marketing Brand monitoring Social listening Big data analytics FULFILLMENT ASSURANCE AND BILLING Self-Service Account management Integrated systems Integrated billing systems Digitized portfolio management Customer self assurance Digital innovation Product experience Simulation tools Automated feedback Demand assessment Product catalogue Dynamic pricing Integration of M&A Regulations 21

22 SUCCESS STORIES Classification Comviva Internal OF THE BUSINESS TOMORROWS

23 SUCCESS STORY: AFRICA Deployment of the UDxP Subscriber Self-Care Omni-Channel Offering NEED The operator wanted to offer a unified, omni-channel digital experience to subscribers. USAGE STATS Over 60 functions Over 30 API integrations Catered to over 4 million subscribers DEPLOYMENT Designed, deployed and launched in 20 weeks Offshore development in an agile model Operated within the MEAN framework Supported HTML/CSS, JavaScript, etc The UDxP application framework was deployed to ensure agility 23

24 SUCCESS STORY: AFRICA Deployment of the UDxP Self-Care Application Across Multiple African Markets NEED USAGE STATS The operator wanted to ensure an omni-channel experience for customers Over 100 functions Over 60 API integrations Catering to over 20 million smartphone users Generation of $300,000 monthly THE RESULTS $4 + M Daily transaction flow 2 + M Total installs IMPACT Significant uptake Generated significant revenue A 10 per cent monthly increase in downloads and active users 500,000 + Daily active users 24

25 Classification Comviva Internal SUCCESS STORY: AUSTRALIA Deployment of the UDxP Workflow Management Module NEED The operator wanted to support the on-ground technicians workflow via a mobile application USAGE STATS Over 20 functions Catered to 3000 site technicians Centralised management DEPLOYMENT Design, deployment and launch in 12 weeks Offshore development in an agile model 25

26 MOBILYTIX REAL TIME MARKETING Classification Comviva Internal OF THE BUSINESS TOMORROWS

27 ADVANCED MACHINE LEARNING BASED CUSTOMER VALUE MANAGEMENT FOR CSPs AND DSPs Real Time Contextual AI Driven Be Relevant. At the Right time. Every time. MobiLytix enables large scale data fusion and advanced AI modelling capabilities, with decisioning models executed seamlessly in real time or batch mode through MobiLytix Real Time Marketing. Data Fusion Hub Connect all data and all kinds of data at one place Drive Customer Lifetime Value Increase Revenue Accelerate Usage Engage Real Time Data Science Capability Team of experts to help customers monetize their data Model Deployment & Serving Seamless execution through the MobiLytix Real Time Platform AI Workbench Rapid model development through the AI Studio intuitive interface Research, Build and Collaborate Develop, review, collaborate and publish AI models & make available to the organisation 27

28 ARCHITECTED FOR REAL TIME MARKETING Machine Learning Driven Real-time Decisioning for DSPs & CSPs OSS/BSS OSS/BSS 28

29 SUCCESS STORIES Classification Comviva Internal OF THE BUSINESS TOMORROWS

30 SUCCESS STORY: AFRICA AfricaTel improves conversion 4x on inbound bundle sales programme with Machine-Learning analytics and real-time balance checks through MobiLytix THE PROBLEM AfricaTel s inbound bundle sales programme was underperforming with single digit conversions. Compounding the problem, a large proportion of conversions failed at provisioning because the customer did not have enough airtime credit to pay THE PAIN Customer engagement in the programme was low because the bundles being offered to customers were not relevant enough In addition, provisioning failures because of insufficient airtime credit to pay for selected bundles was driving a negative customer experience and further impacting engagement THE GOAL AfricaTel wanted to: Create a training data set for Machine Learning driven offer allocations by randomly selecting eligible bundles to present to a segment of customers For remaining customers, use the training data set to build and load a daily file scoring the expected value of each bundle in the offer library for each customer On receiving an inbound request from a customer, make a real-time API call to retrieve the current airtime balance and present the top 3 bundles based on expected value that are within the available balance Deliver a superior customer experience by achieving an end to end journey time of less than 2 seconds THE RESULTS 4x Increase in Conversion 35% Sales Conversion 500k Offer Presentations a day % Presentations within 2 sec SLA 30

31 SUCCESS STORY: ASIA PACIFIC ApServ stretches customer recharge when topping-up through their self-service app with MobiLytix THE PROBLEM Customers were increasingly using ApServ s self-service app to recharge and the opportunity was being missed to influence purchasing behaviour at the point of sale THE PAIN The presentation of the offer could not interfere with the customer experience when recharging. Additionally, making changes on the app involved a long and expensive development cycle. It was important that the integration with MobiLytix ensured flexibility for changing offers and creative in the future THE GOAL ApServ wanted to: Stretch customers to the next recharge denomination when going to the app to top-up Ensure orchestration and reinforcement of offers between the app and those triggered by low balance alerts and recharge expiring events through outbound channels Allow offers and creative to be updated without requiring an app store deployment Ensure an offer was delivered to the app in less than 500 milliseconds THE RESULTS 16.5% Stretch Sales Conversion 184k Offer Presentations a month % Presentations within 500 milliseconds SLA 31

32 CONCLUSION Classification Comviva Internal OF THE BUSINESS TOMORROWS

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34 Thank you Classification Comviva Internal