dEPRedefine Customer Experience throughBusiness Agility & Operational Excellence
Digital technologies have drastically changed the customer
experience. From booking a cab to ordering from Amazon,
digitisation has influenced the customer experience while ensuring
speed, quality, flexibility and efficiency.
dEP is a next-gen engagement platform powered by DevOps,
Analytics, Web-scale, Network Software (DAWN). It digitises the
end-to-end customer engagement processes including selling,
monetisation and self-care. Spanning across multiple touch-points,
channels and devices, the customer-centric platform improves the
operational efficiency by automating the end-to-end back-office
operations.
40% REDUCTION in Subscriber Acquisition Time
30% REDUCTION in Subscriber Acquisition Cost
20% RAISE IN CLICK THROUGH RATIOin the Journey
16% INCREASE IN STRAIGHT THROUGH Purchase Orders
1.5X INCREASE IN ARPU with Digital-savvy Customer Acquisition
40% RAISE IN LEADto Order Conversion
Dockerisation and zero downtime with rolling upgrades for 50% FASTER DEPLOYMENTS and automated application release process
B2C Mobile App
Contact Centre
AppStores
Voice Assist
Bots Social OTTe Store
Partner - Whitelabelled Telco Store
Charging Partner Management dBRM Analytics Orchestration Fulfillment
O/BSS & Analytics Layer
Enterprises Customers IoT Partners
Omni-channel Module
Open API
Enable Digital Ecosystems Create New Revenue Opportunities
Digital Platform
Digital Partner Onboarding
Partner Management
BOPIS/BORIS Enterprise Onboarding
Inventory & Stock Management
Digital CustomerOnboarding
Organisation & Hierarchy Management
Product & Web Content Management
Order Management & Workflow
Personalisation & Contextual Offers
Product Catalogue Management
Assisted Sales: Drop-link & Abandoned
Cart Management
dEP ARCHITECTURE
WEB-SCALE: EMBRACE INNOVATION MINDSETWeb-scale provides an extreme level of agility and scalability for designing, deploying and managing cloud-native applications. Powered by robust automation, it enables CSPs to make high-impact changes quickly and securely with a minimal effort, resulting in making the business bigger, smarter and irresistible.
Driven by cloud-native technologies, the web-scale uses open source software to containerise each part of the application, dynamically orchestrated for optimised scheduling and management of resources, and micro-services orientation for increasing the overall agility. The cloud-native technologies offer resilience, manageability and observability to these loosely coupled systems.
Auto-scaling
Zero Touch Deployment
On-demand Hardware Provisioning
Cloud-agnostic (Private, Public & Hybrid Cloud)
Multi-tenancy
Self-healing
Automated Rollback
Quick Development & Delivery with DevOps
Centralised Log & Configuration Management
Web-scale Enables:
KEY BENEFITS
B2C: MULTIPLE CUSTOMER TOUCHPOINTSdEP is designed to address the commerce requirement of CSPs and it enables fully-integrated omni-channel strategy for online, mobile and in-store functionalities.
The digital on-boarding process for CSP’s retail customers optimises customer experience and reduces the lead to activation time.
CrossSelling
Predeveloped Telco
Digital Store
Extensive Search
& Navigation
E-commerceLogistics
ProductContent
Management
Web ContentManagement
AssistedSelling
Omni-channelCapability
Promotions
StoreLocator
AdvancedPersonalisation
Payment &Collection
Easy Comparison of Device, Accessories
& Content
Effortlessly Manage Complex
Packages/Bundles
The next-generation commerce API offers a broad set of commerce and data services, leveraging the complete Commerce Suite functionality anywhere in the CSP’s existing application landscape. The omni-commerce module enables new touch points and channels without lengthy and costly IT cycles.
SMS/Notifications
EmailPrintSocial
IoTMobile Contact CenterIn-store/Branch Agent ToolsWeb Market Place
RESTful Commerce API
Commerce Business Service
Omni-commerce Enabled
Digital Telco Store
Next-Gen Customer Service Management
It provides Customer Service Agents (CSAs) with easier and faster access to the necessary information, allowing them to quickly resolve customer requests and complaints.
One-stop-store for customer needs
› Browse devices/accessories/content› View & customise plans › Include personalised plan suggestions› Recommendations for device/accessories/
content
Web Content Management
› Multi-channel support - Reuse content in different channels - Run marketing campaigns across channels› Live edit mode enabling content edit while
browsing› Responsive design offers uniform & adaptive
experience on preferred channel
Assisted Sales with Drop-link Recovery: Assist customers to continue purchase journey
360-degree View: Enable telco support agent to get 360-degree view of the customers
Digital Care
Digital self-care solutions offer a seamless digital experience, which fully-integrate mobile into the commerce infrastructure, offering:› Customer Self-care: View usage, notifications,
purchase, recharge, bill payment, register complaints, view account, billing history and order status
› Digital Commerce Integration: Omni-channel view across app, web and other channels
› Chatbot Support: For product inquiries, on-boarding journey and first-level issue resolution
› Community Forum: For easy sharing and search, asking questions, viewing responses and posting feedbacks
› Customisable SDK toolkit for iOS & Android
PCM
UserGeneratedContent
Images(Hi-res &Low-res)
SearchFilters
ProductDescription
EditorialContent
Rich ProductPresentation
ProductVideos
Categories ProductFeatures
PromotionsCampaigns
PIM
Sizes TechnicalFeatures
ProductName
ArticleNumber
Product Catalogue & Content-driven Management & Bundling
The Centralised Product Management seamlessly manages complex Product Package Information (PIM) consisting of a phone with a contract and monthly plan, top-ups, additional child accounts, free usage and chargeable usage.
› TM Forum SID product catalogue data model› Multi-lingual product cockpit› Hierarchically structured catalogue, classification & categorisation of products› Data validation ensures all product attributes are clean, correct & useful› Support for product variants
dEP differentiates itself with the integration of product information with Product Content Management (PCM) including product relationships (e.g. top sellers, spare parts, equipment etc.), detailed attributes, product versions, variations and product-related media requirements. Other key features include:
Order Controller/Order Versioning
Order Entry PaymentFraud
CheckingWarehouseIntegration Notification Delivery
Mobile
3rd PartyFraud
CallCentre
CustomerInternalFraud
ReturnManagement
Email/SMS
Multi-tenderPayment
(Cash,Non-cash,Gift Cards)
StandardPayments
OrderStatus/StockLevel Consignment
Item NotIn-stock
Item onBackorder
OrderPartiallyShipped
PaymentRejected
FraudDetected
Store Web
Single View Order Management System
Order Management System supports both B2B and B2C commerce requirements and it enables CSPs to centrally manage orders. Other key features include:
› Single view of inventory with configurable Alternative Trading System (ATS) rules› Real-time inventory management; configurable sourcing and allocation; pick, pack and
dispatch feature; and automated order workflows› Commerce Infrastructure System integration including payment, tax calculation, and
shipping carrier integration
Enhanced Customer Experience via Advanced Personalisation
The advanced personalisation module uses multiple criteria-based triggers to make a contextually relevant offer to a customer. The product recommendations are based on:
› Previously viewed pages or categories and previously purchased plans/add-ons or usage/recharge pattern› Personal information to provide popular plans based on the current location information. For example: Providing
international roaming packs in airports› Event-based triggers such as data limit exhaustion› Existing items in cart to provide bundled recommendations
dEP has easily configurable workflows and approvals for product pricing, product customisation, catalogue changes and user management. It enables CSPs to provide digitised experience to enterprise customers and partners.
Pre-configured B2B Channels:
Account pricing, procurement processes, customised product catalogues, user roles, account management, volume purchasing etc.
Digital On-boarding Process: For enterprises with digital lead to activation, service feasibility and quote negotiation
Solution Variants
dEP is ideal for private, public or hybrid cloud infrastructure enabling CSPs in disrupting the market and selecting the digital transformation strategies best suited for their needs.
Based on the requirements, CSPs undergo four different levels of digital reinvention.
Actionable Intelligence through Reporting & Analytics
The advanced data analytics capabilities allows CSPs to analyse performance, manage data and marketing RoIs. The reporting module includes:
› Pre-configured Reports for business and operations team› Journey Analytics for getting insights on user drop-outs during buyer journey
› Digital Augmentation
› Greenfield – New Brand Strategy
› Complete Transformation
› Brownfield Digital Transformation
Partner Management Capabilities: Easy onboarding, user management, inventory management, credit management and hierarchy
360-degree View of Products, Customers &
Orders:
Partner/resellers, store executive, and managers get a unified view
DIGITAL REINVENTION APPROACHESCOMPLETE
TRANSFORMATION
Ÿ Best-of-suite Digital BSS/OSS to replace the legacy platform
Ÿ Radically simplifiedŸ Improved NPS
DIGITAL
AUGMENTATION
Ÿ Overlay digital engagement, experience & analytics
Ÿ Minimal disruption by supporting dual-speed architecture and integration with legacy systems
Ÿ 3x increase in lead & conversion
Ÿ 40% reduction in SAC
GREENFIELD –
NEW BRAND
STRATEGY
Ÿ New Core Platform: Digital Engagement + Analytics + Digital BSS/OSS
Ÿ 80% reduction in time to market
Ÿ 50% reduction in cost to serve
BROWNFIELD
DIGITAL
TRANSFORMATION
ŸTwo-speed delivery model for fast forwarding digital reinvention
Ÿ Incremental release and deployment model
Ÿ Ensure business continuity
B2B: Partner Enablement
This transformation overlays digital engagement, experience and analytics layers and cause minimal disruption to operations. It enables integration with existing system with a dual-speed IT architecture.
Digital Augmentation
Greenfield transformation is apt for CSPs looking for a new platform for digital engagement, analytics, charging and digital O/BSS. It is a best-of-breed transformation enabling co-creation and agile approach.
Greenfield – New Brand Strategy
Charging Partner Management dBRM Analytics Orchestration Fulfillment
O/BSS & Analytics Layer
Open API
Digital Partner Onboarding
Partner Management
BOPIS/BORIS Enterprise Onboarding
Inventory & Stock
Management
Digital CustomerOnboarding
Organisation & Hierarchy
Management
Product & Web Content
Management
Order Management & Workflow
Personalisation & Contextual
Offers
Product Catalogue
Management
Assisted Sales: Drop-link & Abandoned
Cart Management
Digital Platform
Enable Digital Ecosystems Create New Revenue Opportunities
Enterprises Customers IoT Partners
Omni-channel Module
Digital Partner Onboarding
Partner Management
BOPIS/BORIS Enterprise Onboarding
Inventory & Stock
Management
Digital CustomerOnboarding
Organisation & Hierarchy
Management
Product & Web Content
Management
Order Management & Workflow
Personalisation & Contextual
Offers
Product Catalogue
Management
Assisted Sales: Drop-link & Abandoned
Cart Management
Digital Platform
Enable Digital Ecosystems Create New Revenue Opportunities
Open API
Enterprises Customers IoT Partners
Omni-channel Module
O/BSS & Analytics Layer
Q0 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M11 M12 M13 M14 M15
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2 Incremental Go-live (Both Controlled & Market Live)
Greenfield Digital CRM Journeys
Digital Partner, Enterprise
& Retail On-boarding
Hosting&
Cloud-basedservice
Connectivity services
Unified Product Catalogue
Training, Migration & Remaining
Customer Lifecycle Journeys B2C, B2B & B2B2C
forStand-alone Opco
Fast Train Slow Train
Billing & E2E Integration
DevOps & MS
System of Record
Solution Spike
Show & Tell
System of Engagement2 Speed Delivery Model
Framework Reusability
MarketFeeback to Framework
It is apt for CSPs looking for new best-of-suite BSS/OSS to replace current legacy platforms. It provides a great opportunity to radically simplify.
For the existing customer, dEP enables the CSP with two-speed delivery model to fast forward their digital reinvention. This facilitates incremental releases ensuring total business continuity.
Complete Transformation
Brownfield Digital Transformation
B2C Mobile App
Contact Centre
AppStores
Voice Assist
Bots Social OTTe Store
Partner - Whitelabelled Telco Store
Charging Partner Management dBRM Analytics Orchestration Fulfillment
O/BSS & Analytics Layer
Enterprises Customers IoT Partners
Omni-channel Module
Open API
Enable Digital Ecosystems Create New Revenue Opportunities
Digital Platform
Digital Partner Onboarding
Partner Management
BOPIS/BORIS Enterprise Onboarding
Inventory & Stock Management
Digital CustomerOnboarding
Organisation & Hierarchy Management
Product & Web Content Management
Order Management & Workflow
Personalisation & Contextual Offers
Product Catalogue Management
Assisted Sales: Drop-link & Abandoned
Cart Management
dEP, tailored for off-the-shelf use cases, is apt for CSPs at any stage of digital reinvention. It helps the CSPs to take a proactive position in digital reinvention. It leverages the full potential of digital technologies to reshape customer’s value proposition and redesign business operations in an efficient, effective and innovative way.
The platform accelerates digital experience for retail, enterprise and partnerships. It can be deployed as a digital layer without changing the underlying legacy systems.
PLATFORM1. Business Operations Team 2. BAU Team 3. New Capabilities
SQUAD TEAMS
IDEA TO PRODUCTION
4 WEEKS TO 1 DAY
RELEASES WEEKLY TO DAILY
BUSINESS OPERATIONS
SYSTEM KPI MONITORING TO GOAL KPI MONITORING
WEEKLY USER JOURNEY ANALYSIS
PARALYSIS TO AUTOMATION
PRACTICE
PRODUCT
PEOPLE
DEVOPS & AGILE DRIVEN ACCELERATED DELIVERYAgile practices enable quick releases and active KPI monitoring.
STCC19/BR-S/1104
Sterlite Technologies Limited (STL) is a global leader in end-to-end data network solutions.
We design and deploy high-capacity converged fibre and wireless networks. With expertise ranging from optical fibre and cables,
hyper-scale network design, and deployment and network software, we are the industry's leading integrated solutions provider
for global data networks. We partner with global telecom companies, cloud companies, citizen networks and large enterprises to
design, build and manage such cloud-native software-defined networks.
STL has innovation at its core. With intense focus on end-to-end network solutions development, we conduct fundamental
research in next-generation network applications at our Centres of Excellence. STL has strong global presence with next-gen
optical preform, fibre and cable manufacturing facilities in India, Italy, China and Brazil and two software-development centres.
About Sterlite Technologies:
© Copyright 2019 Sterlite Technologies Limited. All Rights Reserved.
For queries or demo email us : [email protected]
www.sterlitetech.com
Sterlite Technologies Limited
Corporate Office: Godrej Millenium, 9 Koregaon Road, Pune 411001 Maharashtra, India
Phone: +91 20 30514000