Introduction to Liberate and Liberate Customers DATE

Introduction to Liberate and Liberate Customers

DATE

2

Liberate in the marketplaceVideo

Introduction to Liberate and Liberate Customers| Date

3

Question:

• Liberate is a Customer Care, Billing and Order Management system*

• It is the “glue” for 3rd party and self built CRM capability

• Repository of all our customer data

* Originally, the name used for both the front -end and back-end was CIS


What do you know about Liberate?

Backend – CIS • Cobol & RDB (VMS)Front-end – Liberate• Java and HTML5 (Linux)MULE Hubs• IntegrationWeb services• Low level API• Windows->VMSGateway• Business-level API• Java (Linux)Insight (Management Info)• SQL server & Business ObjectsLegacy• Lots, being turned off

Liberate: What it is

Line Plant &Exchanges

ServiceProvision

Message Processing & Rating

BillingAccountsReceivable

Fault Recording& Management

InterAdministration Accounting

DirectoryEnquiries

PricingCustomer Care

4 Introduction to Liberate and Liberate Customers| Date

5

Question:

No company can survive without Billing!

Billing is really interesting …. REALLY it is!


What excites you about Billing?

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If you can’t bill for it, it’s a hobby


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Liberate is critical to empowering people on the front line• In every location Liberate users are

judged…Retail stores Contact centres

Online & on the move


How do you think Liberate users are judged in these locations?

• Queue time • Speed to answer

• Ease of use

• Knowledge of staff

• Availability of the right products and packages

• Level of IVR automation

• Speed of query resolution• Knowledge of staff

• Level of Self Service

• Access to your data

• Help when needed

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Liberate: one system front to back

Service from oneof our shops

Service from oneof our call centres

Service from oneof our engineers

Service from one of our dealers

Service online

Service from one of our products

Sign-up Change Schedule Configure Fault Pay Complain


Liberate supports all aspects of the CWC customer lifecycle processes across all products

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Web 2.0 extendible frameworkA single platform exposing consistent logic and functions across

multiple channels.

Convergent order-to-cash customer care and billing platform.

Pricing and Promotions

Engine

Customers, Products and

ServicesProcess Engine

Reporting functionality and BI Capability-

Dashboards PerformanceReporting

Shops Call-Centres On-lineDealers Back officeField

-Console

Liberate’s key components

*

* Insight is not used by every BU; currently only used by LIME


Evolution of Liberate

DATE

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Liberate History: 1990’sYear

Key developments

Dev partners Deployment

1991 Development of CIS begins

ESB Aldiscon Ireland

1992 ‘’

ESB Aldiscon Ireland / Calidus London

1993 ‘’

Calidus London

• First BU (Grenada) goes live

1994Performance enhancements to support larger BUs

• Jamaica model company formed to test CIS

1995 ‘’ • Jamaica goes live

1996 ‘’ • C&W Barbados goes live

1997 ‘’ • TSTT Trinidad goes live

1998iService Web Portal development begins

• C&W Panama goes live

1999 ‘’ SEMA outsource


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Liberate History: The “Noughties” Year

Key developments


2000-2003

‘’ SEMA OUTSOURCE

‘’

2004 C# GUI development starts

Insource back to C&W

2005 ‘’ ‘’• LIME GSM customers

migrated from Amdocs to CIS

2006 Integration with Comverse RTBS

‘’

• Guernsey migrate to CIS & CIS+ GUI for mobile line of business

• Integration with Comverse RTBS goes live

• Jersey launches GSM Business, using CIS+GUI

2007 ‘’

Patni (now iGate) offshore partner

• Seychelles GSM migrate to CIS+GUI and RTBS integration

• Isle of Man launches GSM Business, using CIS+GUI

2008 Liberate development starts

• Guernsey migrate fixed line customers to CIS & CIS+GUI

• Dhiraagu GSM migrate to CIS+GUI and RTBS integration for prepaid and postpaid

2009Liberate initial development completes

• WiMax launch for Connecteo in Burkina Faso and Cameroon (lasted for 1-2 years)


13

Liberate History: 2010-today! Year

Key developments


2010 ‘’

Patni (now iGate) offshore partner

‘’

2011

• C# GUI development starts

• Disposal of Bermuda

2012Integration with Comverse ONE

iGate offshore partner (Patni became part of iGate)

• Integration with Comverse One goes live in Jamaica and Cayman for prepaid

2013 Disposal of Batelco and GM (Macau)

• Integration with ComverseONE for prepaid AND postpaid goes live in Dhiraagu and Channel Islands.

• Integration with ComverseONE for prepaid in LIME BAR & RoC. Greeen screen switch off completed by Dhiraagu

2014 Team moves to Miami


Liberate Customer Overview

DATE


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Our main focus is on the Caribbean and Central America


Owned by CWC LIME: Anguilla, Antigua & Barbuda, Barbados, Cayman Islands, Dominica, Grenada, Jamaica, Montserrat, St. Kitts & Nevis, St. Lucia, St. Vincent, Turks & Caicos Islands, British Virgin Islands

Panama, Seychelles

CWC Interests (not a majority shareholder)

Solomon Islands, TSTT - Trinidad & Tobago

Not CWC Interests (supported by the Liberate team) Batelco: Maldives, CIIM – Guernsey, Jersey, Isle of ManCTM : MacauLinkBermuda: Bermuda

CWC Interests that don’t have LiberateBahamas

We have a presence in 25 countries

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Processes and Products

LIME (Caribbean) & Seychelles

CWP (Panama) CTM (Macau), Batelco (Maldives & Channel Is.)

Solomon Is., TST T- Trinidad & Tobago

Processes supported:

• Lime: Ordering, provisioning, rating, billing & collections / credit control

• Seychelles: Ordering, provisioning, faults, rating, billing & collections / credit control

Products supported:

• Mobile, broadband, fixed & TV

*mobile rating by Comverse in all these regions


• Ordering, provisioning, faults, rating*, billing & collections / credit control

Products supported:

• Solomon Is.: Mobile, broadband & fixed

• TSTT: Broadband & fixed


• Ordering, provisioning, faults, rating, billing & collections / credit control

Products supported:*• Broadband, fixed & TV


• Ordering, provisioning, faults, rating*, billing & collections / credit control

Products supported:

• CTM/Macau: Broadband & fixed

• Channel Is. & Maldives: Mobile, broadband, fixed

3.4 million mobile customers

1.1 million fixed linecustomers

366,000 broadbandcustomers


*mobile rating by Comverse in all these regions

*mobile is supported on Unicorn

Early versions were not complete• Missing functions; insufficient attention to resilience and usability• Error messages too generic and not readable by humans

The system the users love to hate


Old hands prefer green screens because of familiarity/fluency• Particularly those exercising a limited range of functions • Training doesn’t stick (churn in contact centres; closet GS use in

back office)It’s the front door• Problems in e.g. Comverse or ACUT are reported as “Liberate”• Users complained about Green Screen before they had Liberate

Underlying systems decay• Bottlenecks develop round the stack• Regular tuning and servicing are required but often neglected

We’re trying to turn this around, but it takes time• new user training time is MUCH shorter with Liberate• Liberate 2.0 was better; Liberate 4.0 & 5.0 are better still

• Usability improvements, including more hot keys• Performance improvements from reduced roundtrips and SQL tuning

• Focus on operability (GWS, IMS …)

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Liberate in the workplaceVideo


Liberate Users_0111.wmv

Liberate in the marketVideo 2


https://www.youtube.com/watch?v=isCXgFLTc-Y

https://www.youtube.com/watch?v=3cquSlvXWwc

Documents

Introduction to Liberate and Liberate Customers DATE