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CRM Solutions for Mobile Operators

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1	Evaluation of CRM Solutions Available to Mobile Operators	1

1.1	Introduction	1

1.2	CRM Landscape	2

1.2.1	Billing Vendor Consolidation Initiatives	4

1.2.2	CRM Players	6

1.2.3	Amdocs	7

1.2.4	Avaya	7

1.2.5	BEA Systems	7

1.2.6	Business Objects	8

1.2.7	Chordiant	8

1.2.8	Cisco	9

1.2.9	e.Piphany	9

1.2.10	Eyretel	9

1.2.11	Genesys	9

1.2.12	HNC Software	10

1.2.13	Kana Communications	10

1.2.14	Netonomy	11

1.2.15	Oracle	11

1.2.16	Pegasystems	11

1.2.17	PeopleSoft	12

1.2.18	Plumtree	12

1.2.19	Primus	12

1.2.20	SAP	12

1.2.21	SAS	13

1.2.22	Siebel Systems	13

1.2.23	SLP Infoware	14

1.2.24	Tibco	14

1.2.25	webMethods	14

1.2.26	Summary	14

1.3	Billing Systems and Convergence	20

1.4	CRM Heavyweights: The Suite Vendors	23

1.5	Middleware, Workflow and Consolidation	27

1.6	A Role for Analytics	28

1.7	The Emergence of the Portal	30

1.7.1	Executive Dashboards	30

1.7.2	Operational Portals	30

1.7.3	Walled Gardens	31

1.7.4	Self-Help Portal Functionality	31

1.8	New Customer Interaction Management (CIM) Paradigms	32

1.9	T-Mobile UK, Telenor Mobil & Hutchison 3G - Closing the Marketing Loop	33

1.10	Customer Churn Analysis	36

1.11	Customer Segment Analysis	36

1.12	Outbound Marketing Campaign Planning	37

1.13	Campaign Response Analysis	37

1.14	Radiolinja - All-IP Contact Centre	37

1.14.1	Virtual Contact Centre	38

1.14.2	Multiple Channels	38

1.14.3	Skills-Based Routing	39

1.14.4	Customer Interaction/CRM Processes	39

1.14.5	Supporting Home Working	39

1.14.6	Extending Customer Contact	40

1.15	Manx Telecom and the Operational Portal	40

1.15.1	The Service Roll-Out	41

1.15.2	Front Office Functionality	41

1.16	The CRM Portal	42