Consumer IoT services and the case of esim

Transcription

1 Consumer IoT services and the case of esim Shahar Yaacobi Head of Marketing Internet of Things, Amdocs Michel GUIRAGOSSIAN Senior Marketing Manager On-Demand Connectivity 1

2 Amdocs Internet of Things Connected Home Digital esim Service Enablement Platform IoT Billing Live in 8 countries!!! Sold via security SP/ Telco PAYG business model Innovative offering with Gemalto Solves acute market failures Simple & single esim-sp integration E2E monitoring, control and support Connects service providers & OEMs Technology layer- experience focused IoT OEM partners ecosystem PAYG business model Industrial and Consumer Live in 4 continents already Supports wholesale, retail & hybrid Addresses low ARPU & high volume 2 Information Security Level 2 Sensitive 2017 Proprietary & Confidential Information of Amdocs

3 Everything is already connected Transportation Wearables Home Photography, AR/VR Health Tracking But where is the value??? 3

4 IoT is lifechanging. So why isn t it changing our lives? 4 4

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6 Chapter 1 It s all about the experience 6 6

7 Services won t succeed if customer experience is bad (no secret there).

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9 The esim introduction is not all about technology From a majority of launches done so far on consumer market, the main challenges were not technical Purchases were cumbersome and often not successful despite extensive assistance by sales employees. MNOs low-key approach was to reuse standard processes without caring too much about a superior customer esim experience. MNOs did not recognize problems faced by the customers due to a lack of feedback mechanisms. Absent esim specific measurements in the customer service and hotline monitoring systems lead to a blind eye for esim issues and pain points. Current profile provisioning process is not sustainable and too complex compared to physical SIM cards. Customers need to manage the device itself, a smartphone from the OEM for administration, an app provided by the OEM and an esim voucher. Source: Mücke, Sturm & Company 9 On-Demand Connectivity

10 Chapter 2: There must be another way! 10 10

11 Our approach: Pre-integrated SMDP+ & BSS-orchestrator Pre-developed, cloud-based, SMDP+ and BSS-orchestration solution, enabling full esim digital experience. Leader in Digital Security 14+ K employees 450+ Mobile Operators, 180+ countries esim innovation Global leader in BSS 25K employees 350+ customers, 85+ countries Customer experience innovation 11

12 A closer look at the Digital esim experience Customer onboarding Connectivity activation and provisioning After sales Customer Identification /Verification Provisioning Activation Customer Support Adapted services for a full digital experience Online promotion and offer selection Easy OSS/BSS integration SM-DS Out of the box experience One configuration for all devices Logistics (Device repair, swap,..) Multi-Devices Management Comply with regulation for ID verification Develop a Digital organization Integrate the esim in the processes Adapt the aftersales ecosystem to esim

13 Pre-integrated SMDP+ & BSS-orchestrator Digital esim Manager SIM Admin

14 Enabling best-in-class customer experience Seamless activation (profile reservation, download and activation) Easy device replacement (profile swap) Lost and stolen Upgrades Repair

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16 Digital esim Manager Key value for CSPs Optimize Cost and TTM Simplified BSS migration to digital processes Minimize impact on legacy BSS Pre-integration of the SM-DP+ Simplify partner onboarding process E2E Monitoring and Operations E2E monitoring and error handling Aggregated dashboards & analytics Fleet lifecycle management Simplified integration with CRM support functions Future Proof GSMA standard evolution Eligibility check (profile devices)

17 Summary- Digital esim Manager values to the ecosystem esim Vendor E2E Process Interop PoS, CSR Seamless E2E Customer Support Support, NOC E2E Error Handling 17 OEM Simple Onboarding Consumer Simple Digital Experience Billing, IT E2E Process Abstraction

18 Thank you