AdvOSS CRM

PRODUCT DATA SHEET

Latest version of this Product Datasheet can be downloaded from

www.advoss.com/resources/datasheet/advoss-crm-productdatasheet.pdf

COPYRIGHT AdvOSS.com, 2007-2012

ALL RIGHTS RESERVED

AdvOSS CRM

Table of Contents
1

AdvOSS CRM ........................................................................................................ 3

Business Use Cases ................................................................................................ 4

Modules .................................................................................................................. 6

CRM Modules & Features Specifications ..................................................................... 9

3.1

Offerings Management .................................................................................... 9

3.2

Product Catalog Management ....................................................................... 10

3.3

Service Management ..................................................................................... 12

3.4

Customer Management ................................................................................. 13

3.5

Order Management ........................................................................................ 14

3.6

Inventory Management ................................................................................. 15

3.7

Customer Self Care ....................................................................................... 16

3.8

Customer Service Representative Portal ....................................................... 17

Integration Points .................................................................................................. 17

4.1

Billing Systems ............................................................................................. 17

4.2

Provisioning Systems .................................................................................... 17

4.3

Voucher Management System (VOMS) ....................................................... 18

Key Benefits ......................................................................................................... 18

5.1

Scalability: ..................................................................................................... 18

5.2

Reliability: ..................................................................................................... 18

5.3

Robustness:.................................................................................................... 18

5.4

Customizability: ............................................................................................ 18

5.5

Disaster Recovery: ........................................................................................ 18

5.6

Flexibility: ..................................................................................................... 19

5.7

Resilience: ..................................................................................................... 19

5.8

Speed: ............................................................................................................ 19

5.9

Data Integrity: ............................................................................................... 19

5.10

High Availability: ...................................................................................... 19

5.11

Redundancy: .............................................................................................. 19

5.12

Security: ..................................................................................................... 19

AdvOSS CRM

1 AdvOSS CRM
AdvOSS CRM allows a service provider to manage all aspects of its
relationship with its Customers. It allows the CSP to define services,
create multiple Service Offerings for each service, bundle them in
products and catalogs and issue those products as subscriptions to
subscribers. It provides captive and web portals for different types of
users of the system including customers, CSRs, administrators, channel
partners, resellers and vendors.
AdvOSS CRM architecture is based on open APIs and hence can be
easily integrated with other B/OSS products to build larger solutions.
AdvOSS has a range of B/OSS products in its portfolio with which
AdvOSS CRM comes pre-integrated as part of AdvOSS Solutions.

AdvOSS CRM

2 Business Use Cases

Service Management
o

Define new services

Define service profiles

Define CDR formats

Plans Management
o

Account types (pre-paid or post-paid or combination)

Taxation rates

Available Billing Cycles

Charge Head definitions

Offering Management
o

Manage Service Offerings

Service Profiles

Manage Counter Offerings

Total Units and Sub-Units

Sub-Units initialization frequency

Matching Criteria

Based on Destination or Request-URI

Based on Time of Day

Manage Product Catalog

o

Manage Subscription Charges

Bundled Service Offerings

Bundled Counter Offerings

Add-On Service Bundles

Add-On feature bundles

Add-On Counter Offerings

Customer Management
o

Define new paying party accounts

Define new using party accounts within paying party accounts

Type Management (Main Account, Subsidiary Account)

Identity Management

AdvOSS CRM

Type Management (B2B, B2C, Enterprise)

username / passwords
4

Mac Addresses

IP Addresses

PublicIDs

PrivateIDs

ANI/Calling numbers

PIN Numbers

Device Management

Billing Cycle Management

Contact Management

Payment method management

Keep multiple payment methods on file

Personalization

Create multiple contacts on-file

Preference Management

Payment preferences

Contact preferences

Language preferences

Invoice preferences

GUI Look and feel preferences

Service preferences

Service features like ring-tones

Contact method preferences

Parental control or other preferences

Assign Inventory (Logical / Physical / Network)

Subscription Management
o

AdvOSS CRM

Assign products to Subscribers

Plan Subscriptions

Bundle Subscriptions

Add-On Subscriptions

Value Added Services Subscriptions

Feature Subscriptions

Counter Offering subscriptions

Change Subscriptions
5

Inventory Management
o

Logical Inventory

Physical Inventory

DID Numbers
CPEs

Network Inventory

IP Addresses

BRAS Ports

Portals
o

Subscriber Self-Serve

Agent Self-Serve

Franchisee / Partner Self-Serve

Vendor / Supplier Self-Serve

Customer Service Representative

Administrator

Interfaces

Web based

SMS based

IVR based

Captive Portals
o

Web based captive portals

IVR based captive portals

Alerts and Notifications

o

Multiple Transport Methods

Email Alerts

SMS Alerts

IVR Alerts

3 Modules
AdvOSS CRM is composed of the following modules:
Offerings Management
AdvOSS CRM

Product Catalog Management

Service Management
Customer Management
Order Management
Inventory Management
Customer Self Care
Customer Service Representative (CSR) Portal

AdvOSS CRM

AdvOSS CRM

CRM Modules & Features Specifications

AdvOSS CRM consists of the following modules and features:

3.1 Offerings Management

The Offerings Management module deals with the entities that can actually be
assigned to the customers and which can be charged. This is enabled by the
abstraction of Service Offerings.
Different Policies/Rate Sheets can be assigned to a Service Offering, which
define the type of rating to be done.
Service offerings are defined based on the abstraction of Service and CRM
admin can define Service Offerings as per the default service(s) enabled which
is according to the product license acquired from AdvOSS.
E.g Service offerings of the type Internet Access Service are defined to have
the following attributes:

Recurring charges associated with the service offering

An optional one time activation charge associated with the

service offering

A data cap ( implemented as counter)

Bandwidth

Data rate to be charged when data cap expires.

Service Offering Differentiators

The following attributes are the key differentiating criteria that
differentiate one service offering from another:
o

Point in time attributes e.g. bandwidth

Period of time attributes e.g. the following:

- 10 GB data cap over a month for Internet Access Service
- Prefix based free minutes for residential voice service

All period of time properties have counters associated with them

AdvOSS CRM

An example of Service Offering of the type Internet Access Service can be as

follows:
1 MB Bandwidth and 10 GB Data Cap with Recurring Charges of 15 Dollars
and one time activation charge of 3 Dollars. The rate after reaching data cap
can be 0.1 Dollars per 100 MB.
Please note that the actual deduction of the charges will be done by the
AdvOSS Billing System upon firing of the relevant billing cycle, and is not the
responsibility of the Offerings Management module.
Similarly other service offerings can be defined quickly as per CSP
requirements and according to the Product License.

3.2 Product Catalog Management

The Product Catalog Management module enables the definition of Product
Catalogs as per CSP business requirements. This can also offers the feature of
bundled products which can then become part of the existing products in the
current Catalog. This module empowers the product managers of CSPs to
quickly define new converged bundled offers as per changing business
requirements. The same is made possible on account of the following two
abstractions:
SERVICE OFFERINGS:
Service Offerings are the entities as per explanation in I above. They
can be assigned to plans as well.
PLANS:
On the basis of Plans abstraction, the AdvOSS Product Catalog
Management module is highly flexible and supports any combination
of different types of service offerings that can be bundled. The same is
possible in a truly unified and converged manner.
Different types of plans can be created (Prepaid or Postpaid) with
following attributes:

Up to two different tax rates

One time activation charge

Recurring charges per billing cycle

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Credit limit

Various combinations of service offerings

Some hypothetical examples of plans are as follows:

SILVER PLAN (PREPAID)
This plan could have the following attributes:

The following Service Offerings as part of the bundle in the

plan:

1MB-10 GB Internet Access based service offering

A Residential voice service offering with 400

minutes per month free for European prefixes.

A Residential voice service offering with free on

net calls

SMS Service Offering with 400 national and 100

international SMS per month

Tax 1 defined as 10 percent

Tax 2 defined as 7.5 percent

40 Dollars Recurring Charges per billing cycle

Zero credit limit since this is a prepaid plan

Premium Plus (POST PAID)

This plan could have the following attributes:

The following service offerings as part of the bundle in the

plan:

IPTV Service Offering with 200 predefined channels

and 4 movies per day as video on demand.

2MB-30 GB Internet Access based service offering

A Residential voice service offering with 500

minutes per month free for North American
prefixes.

AdvOSS CRM

Tax 1 defined as 8.75 percent

Tax 2 not defined i.e 0.

$5 Recurring Charges per billing cycle

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Credit Limit of 10 Dollars, since this is a postpaid account.

NOTE: Above examples of bundled service offerings are fully applicable only if
Customer has AdvOSS CRM & Converged Billing Product licenses for Converged
Multi Services. Otherwise Customer may define any Service Offerings and Plan
according to the default service(s) enabled (voice, data etc) as per the license
acquired.

3.3 Service Management

The Service Management module enables flexible and powerful mechanism to
define new and sophisticated services of any kind. Service Management
Module is an optional add-on module which allows adding new services on
the fly. The same is enabled by having the following two abstractions in the
system:
SERVICE GROUPS:
Service Groups are abstractions that identify the broad category a service
belongs to.
Some examples of typical service groups are as follows:

Voice

Data

SMS

MMS

IPTV

Video On Demand

Network Gaming

Video Conferencing

Similarly new service groups can be defined quickly as per CSP requirements.

SERVICES:
Services are defined based on the service groups.
Some examples for services are as follows:

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Services for Voice Service Group

VoIP Peering

SIP Trunking

IP To Phone

Phone to Phone

Callback

Residential VoIP

PBX

Service for Data Service Group

Internet Access

Similarly other services can be defined quickly as per CSP business

requirements.
Service Management Module is add-on module which is enabled if
Customer opts for the full license of Converged Multiple services.

3.4 Customer Management

The AdvOSS customer management module provides powerful subscriber
creation and active subscriber management features. The features available in
this module empower the CSR and operations personnel to perform the
customer care related functions, and manage daily operations in a highly
convenient and efficient manner.
Some of the features available in this module are listed below:

Adding a subscriber

Deleting a subscriber

Adding service offering to a subscriber

Deleting service offering from a subscriber

Changing parameters of service offerings assigned to a subscriber

e.g. password, CPE type, etc.

AdvOSS CRM

Adding counters to a subscriber

Adding line rents to a subscriber

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Removing line rents from a subscriber

Changing the state of a subscriber ( blocking , unblocking ,etc )

Changing the state of a service offering ( blocking , unblocking ,

etc)

Updating the balance of a subscriber

Editing the contact details of the subscriber.

The features available in the subscriber management module can also be

customized as per CSP business requirements. New features can also be
added as per demand and customizations.
This module is available for the CRM Admin Portal and the Customer
Services Representative Portal.

3.5 Order Management

AdvOSS CRM enables complete Order Management and Fulfillment. Generic
Customer Account creation is briefly mentioned below which can also be
tweaked as per CSP requirement.
3

2
1

Initiation of Customer
Account Creation on
either of the Following

Assign the following

To A Customer
Mandatory

3a

Plan
Billing Cycle
3b

Admin Portal
CSR Portal
Franchise Portal

Optional
Subscriber level
Line rents
Service offerings
Add-ons
E.g Counters

Provisioning on
the charging &
Billing System

Provisioning on
the CPEs

Customer Account
Created & order
Fulfillment Concluded
3c

Provisioning on
the ASN Gateway

3d

Provisioning on
the any other
Network Elements

Customer account creation workflow is indicated below:

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1)- It can be triggered through Franchisee module, CSR (contact center)

module as well as the admin module.
2)- Wherever the workflow is triggered from, it follows a similar path
onwards to fulfillment
3)- Mandatory attributes of Plan and Billing Cycle need to be assigned
to the customer
4)- Optional attributes like subscriber level line rents, Service offerings
and add ons ( e.g. counters ) are assigned to the customer
5)- CPE Type and any CPE provisioning specific parameters need to be
selected
6)- Customer is provisioned on the following :
a) IN & Billing System
b) Network elements such as Application Server & Policy servers
c) CPE(s)
d) Any other required network elements
7)- Customer account is created and order is fulfilled , enabling the
customer to use the services.

3.6 Inventory Management

AdvOSS CRM offers basic Inventory Management features enabling CSPs to
keep track of Physical as well as Logical Inventories and their assignments to
the Customers.

AdvOSS CRM

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AdvOSS Inventory Management

Physical Inventory

Logical Inventory

CPEs Inventory

DID Management

Application Servers
Ports

VPN

3.7 Customer Self Care

AdvOSS Subscriber Self Care module allows CSPs an increased level of
subscriber self service while reducing the operating costs. It enables them to
offer various self service options to their customers including following and
more:

Subscriber State: Shows subscribers current state i.e.

whether active, blocked, etc.

Subscriber Balance: Current Balance of the subscriber

Subscribed Offerings: Details of plans and service

offerings subscribed by the subscriber

Voucher Recharge: Ability to recharge account through

vouchers and see complete Voucher Recharge history of
the subscriber

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Bill History: Ability to view bills of the last few billing

cycles.

Online Bill Payment: Ability to pay bills online through

credit card, and other payment options by integrating
with online payment gateways.

Service Usage History: Detailed usage history for the

current billing cycle for the subscriber

Integrated Trouble Ticket: Raising trouble tickets and

various other self service options can be supported.

3.8 Customer Service Representative Portal

The Customer Service Representative module offers the features mentioned in
Subscriber Management heading as described above. Moreover, powerful role
based security framework is implemented through which different CSR roles
can be defined, each with different privileges. This module can be further
customized as per CSP requirements.

4 Integration Points
AdvOSS CRM offers points of integration with the following
systems:

4.1 Billing Systems

AdvOSS CRM can integrate with Billing Systems that are
responsible for billing and revenue management. AdvOSS
offers its own fully featured Converged Billing System as well
with which AdvOSS CRM comes pre-integrated.

4.2 Provisioning Systems

AdvOSS CRM can integrate with Provisioning Systems that are
responsible for provisioning various entities like network
elements, access servers, etc. AdvOSS offers its own fully
featured Provisioning System as well with which AdvOSS CRM
comes pre-integrated.

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4.3 Voucher Management System (VOMS)

AdvOSS CRM can integrate with Voucher Management Systems
that are responsible for managing the voucher lifecycle. AdvOSS
offers its own fully featured Voucher Management System as
well

with which AdvOSS CRM comes pre-integrated.

5 Key Benefits
AdvOSS CRM offers the following key benefits to the CSPs, in addition
to its feature set:

5.1 Scalability:
The System can scale linearly up to a few million subscribers offering
substantial advantages in terms of cost reduction and ease of scalability.
Scalability is achieved using various techniques like distributed database
design.

5.2 Reliability:
The system provides high reliability and ensure mechanism to avoid system
downtime though fully redundant DB architecture.

5.3 Robustness:
The system is very robust and keeps performing in the fact of errors.

5.4 Customizability:
The system is designed to allow for easy and rapid customizations as per CSP
requirements, on demand.

5.5 Disaster Recovery:

The System can be deployed in two geographically distant data centers, for
disaster recovery reasons. AdvOSS Database solutions provide real-time DB
replication to remote slaves. This gives the remote location an almost realtime image of the live database and the system can fall back to remote
location in a disaster situation.
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5.6 Flexibility:
The system is service agnostic and has the architectural provision to support
any business model. This allows for easy customizability to support specific
requirements of a CSP.

5.7 Resilience:
The system works at high loads within its thresholds and gracefully keeps
working by handling the situations even beyond the guaranteed thresholds
e.g. by rejecting requests.

5.8 Speed:
The system guarantees high speed of operations and latency times associated
with the operations.

5.9 Data Integrity:

The system preserves the integrity and correct relationship of data in order to
guarantee the correct behavior.

5.10 High Availability:

The system uses various techniques to ensure high availability behavior.

5.11 Redundancy:
The system achieves redundancy through multiple methods like having
database servers in active/active configuration. The database servers as well
as the servers hosting the GUIs are hosted in geographically distributed data
centers.

5.12 Security:
Powerful role based security is implemented in the AdvOSS CRM GUI.
Detailed Audit Trail and logging is provided by the system, in order to cater
for security requirements.

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