Roll out the red carpet
Keep track of our latest achievements
Colours are a form of non-verbal communication. Its meaning and energy can change from one day to the next with any individual - it all depends on what energy they are expressing at that specific point in time.
We are once again celebrating some of our most recent successes, knowing that conquering them wasn’t all roses. We also know that this is what makes each victory and achievement more colourful.
We bring you content that excites, in a time where we gather colleagues, family and friends. This is also a preferred moment for dreams and wishes of the coming year, our future.
We have filled this CALL with colour, and a palette of stories that will make you think, laugh and perhaps even surprise you. Some, you might even want to show (or apply) at home.
Plucky rebels: Being agile in an un-agile place
November 2017
27 Countries, Millions of Customers, ONE Integrated Business Intelligence Solution
Vodafone is currently present in 27 countries!
EU - Albania, Czech Republic, Germany, Greece, Hungary, Ireland, Italy, Malta, Netherlands, Portugal, Romania, Spain, UK
AMAP Region – Australia, DR Congo, Egypt, Fiji, Ghana, India, Kenya, Lesotho, Mozambique, New Zealand, Qatar, South Africa, Tanzania, Turkey
On a monthly basis, the Vodafone Group collects information on subscribers from the above-mentioned Opcos. However, collecting such large amounts of information the same way has been a struggle for the Vodafone Group. Over the years, Vodafone ambitioned to create a uniform and standard asset for its Opcos to submit monthly reports. In these reports, the Group considers the information below to be crucial:
- Customer
- Subscriptions
- Interconnections
- Top-ups
- Service Events
- Invoice and Debts
- Campaigns
- Sales and Stock
- Portability
- Usage
- Offerings (Products and Services)
In November, Celfocus successfully delivered the Group’s Integrated Business Intelligence Solution (IBIS) that will allow all Opcos to submit these reports according to the Group’s standards.
Meanwhile, Vodafone Albania had a temporary Business Intelligence solution in place that was unable to correspond to the Group’s reporting standards.
Over the years, Celfocus has had a continuous and successful presence in Albania with the Customer Insight project, delivered in July 2015. Therefore, Celfocus was once again the integrator selected, this time to implement the Group’s IBIS.
In November, we kindly received, at our facilities and in our city, Vodafone Albania’s stakeholders, who approved and closed the 1st delivery of the project and outlined a roadmap for the following phases.
The solution currently being delivered for Albania corresponds to the Group’s standards and includes localization features, applicable to Albania specifically. Celfocus’ work with the Group and Vodafone Albania, places us in a preferred position for deploying IBIS in other Opcos, in the future.
Present at AfricaCom
AfricaCom is the largest and most influential tech-focused event in Africa. It is a meeting place for system integrators, content owners, and the TV platform ecosystem driving Africa’s digital transformation. It is a week-long event that took place 15-17 November 2016 in Capetown.
On these dates, Celfocus’ Digital TV team was present and exhibited a one-stop shop solution in partnership with Satcab. This solution helps operators moving into a triple play offer with a TV service, by focusing on the customer experience and UIs and combining both to make a truly unique offer.
In this partnership with Satcab, Celfocus offers key components such as metadata, UIs and cloud-based platforms allowing operators to work with a single vendor and thus, lowering risks for those moving into the digital television market.
This was a great opportunity for the DTV team to share and display our work, and welcome prospect and customers such as Safaricom.
Constant Customer Feedback at Vodafone Ghana
Medallia enables companies to capture customer feedback, understand it in real-time, and take action to improve customers’ experience. It is a tool that has changed the way Communication Service Providers deal and manage customer’s expectations.
In 2016, Vodafone Ghana introduced Medallia to their operation and Celfocus became responsible for its integration with the Customer Relationship Management system, Siebel. Celfocus participation in this project guarantees that events such as sales opportunities, service activation, customer requests and complaints are captured, compiled and sent to Medallia. At this stage, information is processed and surveys are triggered.
The project was divided in two phases, the consumer, delivered in March 2016, and enterprise segment in November. Currently, Vodafone Ghana’s customers are providing constant feedback on their relationship with the operator.
The start of a new partnership
As a solutions provider, Celfocus has worked with different IT vendors in projects across the globe over the years, among them: Oracle, HP, Tibco, and Amdocs. We have gained experience and knowledge on these products and currently deliver quality solutions to our clients.
Over the past years, Huawei has reached new heights in the Middle East region, becoming a trusted and preferred IT vendor in the market. The opportunity to work with Huawei reached Celfocus this November in a unified Convergent Billing System project at du.
During this first step of what we hope to be a long-lasting partnership, Celfocus will be responsible for integrating Huawei’s product with du’s CRM, DSP and OM system. This project will allow customers to have a real-time view of their consumption, avoiding bill-shock, and access to variety of additional add-ons.
27 projects at Vodafone Portugal
Under 2016’s Commercial Releases, Vodafone requested several enhancements, and new features to their services. In October, release 47 was delivered, which includes a total of 27 projects for CRM, EAI and Online domains. Some of the major projects include:
Libra-Shared Network Migration:
Vodafone will acquire part of the shared FTTH network (Libra), which is currently managed by NOS (ROA network). This project integrates the ROA network and the associated client information into Vodafone’s systems.
MediaFirst:
MediaFirst is the evolution of MediaRoom, an end-to-end video platform for operators to deliver Internet Protocol television IPTV subscription services, with implementation of the next generation IPTV platform. MediaRoom was adapted in order to be compatible with this new platform, ensuring data conciliation between MediaFirst and Billing Systems.
ADSL Wholesale in Fixed Model:
Vodafone is now able to migrate ADSL Wholesale fixed customers to the new Fixed Service Model, providing them with functionalities that are only available in this model (e.g. Customer relocation). This project also allowed Vodafone to seamlessly upgrade their ADSL Prov Platform, used to manage these types of accesses.
Swap Bundles:
This project enhanced the current Swap Bundle solution in other frontends. Vodafone is now able to downgrade functionality and management of supplementary services on bundles using a Swap Bundle on the digital channels.
Letter and Email archive:
Vodafone required a simpler and more reliable process to send costumers an exact replica of previously sent business communications, either sent by letter or e-mail. To do so, an archiving functionality was required for all communication channels, letters, e-mails and SMS.
The above-mentioned projects were the major focus of this Release. However, all projects included in this release provided Vodafone with business advantages and increased customer satisfaction.