Solution Overview

Naumen Telecom represents a system of operations and business support (OSS|BSS, Operations|Business Support System) for telecommunication companies. The solution is assigned for automating management of main business processes in telecommunication companies . The main processes are: selling services, handling orders, solving service problems, providing agreed upon service quality and a range of supporting business processes.

The growing demand on communication services and broadening the price niches require the telecommunication operators to behave more dynamically on the market. Under these conditions the role of information systems that automate and integrate business-critical activities of an enterprise, grows significantly.

Naumen Telecom is build on module architecture that takes into account the requirements of telecommunication operations map eTOM v4.5 (enhanced Telecom Operations Map) developed by TM Forum. The solution is delivered as an integrated suite of two modules:

Sales Force Automation (SFA) module for managing the processes of subscribing and granting services to customers.
Service Desk (SD) module for managing the process of service support.

Figure 1 Telecom Application Map (TM Forum)

Below is a short list of main processes that are automated by means of Naumen Telecom solution:

Selling Services – maintaining an unified customer database, interacting with customers at all phases of the sales cycle – from the first contact till the contract signing, analyzing customer needs and sales dynamics, monitoring activities of salespeople, and managing sales workflows and communication standards.
Order Handling – taking orders on service subscriptions, agreeing on service parameters and service levels, controlling the order processing, notifying the customer about order statuses, transferring the information to the billing system.
Trouble Ticketing – registering messages about problems (faults) in delivering services revealing the problem causes, assigning tasks for repairing (replacement), controlling the task execution, receiving confirmations on the service recovery from the customer.
Problem resolution – revealing and identifying root causes of chronic troubles in delivering services, binding the troubles to the physical network resources, managing the actions on the problem resolution.
Quality management – notifying all stakeholders on the problems with service delivery and actions taken on the problem resolution, as well as analyzing conformity of the service metrics to declared service levels.

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