Security Level:
eTOM Enhancement
- Personalized Customer Interface
Contribution by Huawei:[email protected];
[email protected];
[email protected].
www.huawei.com
Contents
 Why do we need personalized customer interface
 Business process to manage personalized customer interface
 Standard gap with eTOM
 Standard proposal
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Page 2
Why do we need personalized customer interface
• It is largely supported in the real deployments.
• Personalization and customization is quite important, and receive requirements from customers, etc.
• It can improve customer experience.
Typical Deployment
Customer
CSP
Support
System
Send
Access
Request
Receive
Personalized
Interface
Receive
Access
Request
Provide
Personalized
Interface
Specify
Access
Rules
Business process to manage personalized customer
interface
Customer Operation & Management
Customer
Lifecycle
Management
•Subscription
•Un-subscription
Customer Care
•Manage customer
and subscription info
•Customer complaint
handling
Customer Interface
Management
•Portal management
•Personalize
customer interface
Billing & Payment
Management
•Pricing
•Accounting
•Generate invoice
Standard gap with eTOM
• Currently in “Support Customer Interface Management” (Process Identifier 1.1.1.1.1), it does not mention the
support for personalized customer interface.
• In “Customer Interface Management”, it also does not support personalization handling.
Standard proposal (1)
• Add “Support Personalization” and “Support Localization” level 4 process in “Support Customer Interface
Management”.
Process Context
This process aims to provide support for
personalized and localized customer interface.
Brief Description
This process is responsible for supporting personalized
customer interface, for example, personalized agent
scripts, IVR announcements, web pages, etc.
Level 4 process
Standard proposal (2)
• Add “Personalize Customer Interface” level 3 process in “Customer Interface Management” (Process Identifier
1.1.1.2).
Process Context
This process aims to manage personalized
customer interface.
Brief Description
The purpose of this process is to personalize
customer interface. It receives the
personalization request (either internally or
externally), and either enables its originator to
automatically fulfill it, or identifies and
activates the relevant processes to
accomplish the request; it formally closes the
request when the personalized customer
interface have been completed.
Level 3 process
Thank you
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