TIBCO

Communications

Communication service providers need to constantly reinvent themselves to keep up with changing customer demands and market pressures. Eroding voice margins from traditional phone services need to be replaced with increased usage of new and existing services to increase ARPU and keep investors happy. Customers are more demanding and more likely to switch; increasing customer satisfaction and keeping churn rates at a minimum is a key target to grow shareholder value. New market entrants, with new technologies and without the burden to maintain costly PSTN networks, and MVNOs are competing fiercely.

The signs are clear: while it is desirable to leverage existing infrastructure, communication service providers need a proven and flexible infrastructure platform that allows almost instant creation of new services and bundles by business managers, based on market opportunities. These new services need to be delivered right the first time and at the promised delivery date, while keeping the customer in the communication loop about the status at all times. Furthermore, complete insight into the quality of the customer experience is needed to detect issues that could lead to customer frustration and churn.

TIBCO provides innovative software to leverage existing applications and to add the necessary and differentiating capabilities needed and desired for the management of end-to-end business processes and rapid response to market changes; standardized processes controlled from a central hub, enabling fast and efficient business transactions; and an infrastructure that is network- and content-aware. These solutions include:

  • Advanced Order Fulfillment: Accelerates the concept-to-cash cycle by enabling a business-driven product design while managing key supporting processes to accurately fulfill new service requests (i.e., "first-time right"); TIBCO participated in the Product and Service Assembly (PSA) Initiative, which won the TM Forum "best catalyst program" award in 2007 at the TM Forum in Nice.
  • Business-Driven Integrated OSS/BSS/SDF/SDP: Seamlessly integrates front and back office functions for superior customer service and improved operational performance, resulting in greater efficiency and reduced cost.
  • Quality of Customer Experience: Increases customer satisfaction and reduces churn through real-time monitoring from a subscriber point-of-view, across all systems of a communications service provider's operations, enabling the operator to respond proactively to operational degradations and service failures.
  • Usage-Driven Real-time Promotions: Enables automatic offerings based on user behavior, e.g. flat-rate or greater savings offerings after reaching thresholds or other triggering events (international roaming, location-based services), or sending advertising SMS during low network usage at peak times for higher margins.
  • Third Party Content Delivery Verification and Revenue Assurance: Leverages your network platform to deliver third party services or advertising to customers and ensures services perform and are perceived as advertised and that degradations and service failures are captured to provide accurate billing, rating, and charging to all parties involved.

"Using TIBCO's SOA and BPM solutions, we are now delivering the underlying IT services in 30% to 50% of the time it would have taken previously."

- The Carphone Warehouse

TIBCO customers include TeliaSonera, Telenor, The Carphone Warehouse, Cingular Wireless, CSL New World Mobility, Tiscali, Vodafone, Comcast, Virgin Mobile, Qwest, Telecom Italia, Embratel, Hawaiian Telecom, and Reliance Communications. 8 out of the top 10 telco companies are TIBCO customers.