Managed Services

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Managed Services

To remain afloat, Service Providers must focus on their core competencies such as developing products and services, servicing customer needs, managing service level agreements and pro-actively creating marketing strategy. This leaves little time to concentrate on non-core responsibilities such as billing and customer care, which as a back-office system gets relegated to the end of the ‘to do’ list. However, without these functions in place, money won’t get collected, revenue can’t be generated and in the long-term businesses tend to collapse. Under such circumstances, OSS/BSS operations outsourcing or billing operations outsourcing are the most preferred options for Service Providers.

 

UMT recognizes these critical business issues and has developed a Managed Service offering for Service Providers. Under Telecom Managed Services Operations, UMT offers the expertise of its people to the Service Provider to run its day–to-day telecom billing operations. This service is delivered by an on-site team which functions as the Service Provider’s Billing & IT team.

 

The MSO model is based on the concept that UMT’s technical team, led by an OSS/BSS manager located on-site operates as the billing team of the Service Provider. The Service Provider has to appoint a billing manager to be the single point of contact for the team leader of the UMT MSO team. All communications from UMT related to the project will have to be done through the Billing Manager only. This model includes three different service offerings:

 

  • Operations (which is as per agreed SLA)
  • Change Request Management (which is a separate service offering designed to enable Service Provider to make changes to the installed solution depending upon business needs)
  • Off-site Support Services or in other words, Annual Warranty & Post Warranty Maintenance Support Contracts which takes care of bug fixes and product updates.

UMT Deliverables

  • Maintenance of master data in System Administration and Packaging modules of the Unicorn Software
  • Rules and configuration item changes
  • Security Checks
  • Password maintenance for all applications running in the system
  • Maintenance of user rights and privileges and access to work groups through user rights system administration module
  • Trouble shooting and resolution of user problems with the system
  • Customer Care Data Maintenance
  • Database Administration
  • Activation Administration
  • Number Management
  • Support to Sales & Marketing
  • Introduction of Tariff Plans – including testing of proposed plans in a test environment prior to market release
  • Introduction of Credit Control Parameters
  • Managing Connection/ Reconnection Delays
  • Support to Finance
  • Inventory Reconciliation
  • Revenue Reconciliation

Three level of reports can be generated as mentioned below in addition to ad hoc reports based on customer requirement

  • Reports at Daily Operations Level
  • Daily Registration
  • Daily Collection & Receivables
  • Collection Reconciliation reports
    • Reports at Operations Control Level
    • Temporary Disconnection
    • Unbilled/billed CDRs
      • Reports at Senior Management Level
      • Activation and Churn
      • Plan-wise Activation
      • Revenue
      • Aging
      • System Performance
        • Accommodate changes in the switch-side layout and format, as are usually associated with minor switch upgrades.
        • Manage the Software Interfaces and coordinate with Service provider’s IT department and third party vendors
        • Monitor Rating
        • Resolve variations in Switch and Billing system for Active/ Suspense/ Deactivated subscribers wherever possible
        • Reconcile and audit Call Detail Records (CDRs) sent by the Mediation System
        • Check and Analyze Rejected CDRs
        • Rectify Rejected CDRs

        Retail Billing as per Bill Cycle including activities relating to  :

        • Revenue Reports
        • Sample Bill Audit
        • Bill Audit Report
        • Bill Posting
        • Bill Printing
        • Rules and configuration item changes
        • Bulk Billing as per Bill Cycle
        • Provide guidelines for database backup
        • Database tuning activities
        • Provide guidelines for archiving of process related files
        • Search for alert log entries
        • Verify free space in tables
        • Verify rollback segment for status (online/ offline)
        • Review contention for CPU, memory, network or disk resources

        Provide formal training, on the solutions provided, to the end-users

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