Professional Documents
Culture Documents
Self-Service (MCSS)
Product Overview/Whitepaper
Contents
1 Introduction.................................................................................................................................5
2 Why Service Providers Need to Transform Self-Service...............................................................5
2.1 Online Presence and Self-Service Opportunity.....................................................................5
2.2 The Challenge for Service Providers.....................................................................................5
2.2.1 Missed Consumer Expectations.................................................................................5
2.2.2 Inconsistency Across Channels.................................................................................6
2.2.3 Complexity of Flows on Mobilized Devices................................................................6
2.2.4 High Cost and Long Time-to-Market..........................................................................6
2.2.5 Deficiencies in Integration with Back-end Systems....................................................6
2.3 Amdocs Multichannel Self-Service Addresses the Challenge...............................................6
3 MCSS Overview..........................................................................................................................7
3.1 Flows and Functionality Summary........................................................................................7
3.2 Multi-touchpoint Application Development...........................................................................7
3.3 Services-based Integration..................................................................................................8
3.4 MCSS Benefits.....................................................................................................................8
4 MCSS Main Flows.......................................................................................................................9
4.1 Target User...........................................................................................................................9
4.2 User Flows...........................................................................................................................9
4.2.1 Billing Information and Payment................................................................................10
4.2.2 Current Usage and Trends.........................................................................................12
4.2.3 My Plans and Services...............................................................................................13
4.2.4 Product Ordering ......................................................................................................14
4.2.5 Shopping Cart Persistence and Handover to Call Center...........................................14
4.2.6 Order Tracking...........................................................................................................15
4.2.7 Personal Settings and Notifications...........................................................................15
4.3 Subscriber Management and Family Functionality in MCSS.................................................15
4.3.1 Managing a Family with a Shared Family Plan...........................................................16
4.3.2 Managing a Family of Single Subscriptions................................................................17
Contents (continued)
5 Additional Functionality in MCSS................................................................................................18
5.1 Recommendations...............................................................................................................18
5.2 Personalization, Notifications and, Charge Dispute..............................................................18
5.3 Prepaid Customers...............................................................................................................19
5.4 Blending Shopping and Care................................................................................................20
6 Usability......................................................................................................................................20
7 MCSS Architecture......................................................................................................................21
7.1 Functional Architecture .......................................................................................................21
7.2 Technical Architecture..........................................................................................................22
8 Summary.....................................................................................................................................23
1 Introduction
This document provides an overview of Amdocs Multichannel Self-Service (MCSS) product, including functionality, benefits,
and main flows. The document is organized as follows:
Section 2 of the document highlights the industry trends and challenges service providers face today in delivering a
superior self-service experience
Section 3 summarizes the MCSS solution approach, and provides an overview of the functionality and system capabilities
Sections 4 and 5 walk the reader through a selection of application flows and functionality
Section 6 includes a snapshot on the approach taken during the development process to ensure superior usability and
interaction design in MCSS
Section 7 provides a short description of the functional and technical architecture of MCSS
MCSS Overview
This section of the documents walks through the different types of flows MCSS supports. The flows are reviewed in the
context of a target user (e.g., CSP subscriber), and what he is looking to accomplish in managing his services. Note, although
MCSS provides a rich set of flows/pages ready-to-use, the development tools allow easy customization and extension of the
application pages, including look-and-feel changes via stylesheets and other modifications.
Additional Billing activities: Under the Bill & Pay area the John can also perform the following activities:
View payment history
Drill down into old bills
See billed charges and charges details of previous bills
View credits in current and previous bills
See bill trends
Drill down into billed charges and events details
4.2.2 Current Usage and Trends
It is important for John to keep on top of his expenses. He needs to know his current usages status so he can add allowances
or reconfigure his services accordingly and avoid paying overage charges.
Current Usage: John can view his current usage on the landing page after opening the application, drilling into
usage-related details presented in the Usage area of the application, and selecting Usage from the menu (on all touchpoints).
The information displayed on the landing page includes usage of allowances in a graphical representation providing John with
a clear indication of when his allowances are about to expire or what his extra charges are based on (for example international
call costs, pay-as-you-go charges, or overages). On a mobile device the extra charges are presented in a separate tab to
simplify the view.
Usage Details: Since he has a few minutes before class, John decides to look into his current usage. He opens his
NXT smartphone application, selects Usage from the menu and navigates to the Usage area. There he has his usage
split by categories, enabling him to review his usage of voice, messaging and data. He switches between the categories
to see the event details for each one. Inside each category he swipes between the views of usage, trend analysis and
graphs. MCSS allows users to analyze their usage trends, such as most frequently called numbers, longest duration calls,
and trends for voice, messages, and data over time (the time period is configurable by the service provider and can span up to
six months of information).
Usage Trends: While examining his usages John swipes between current usage and trends views. A graphical report is
displayed showing John his usage trends over time. When viewing his trends, John is presented with offers that are appropriate
for his usage tendencies. Under the Voice category John swipes into a view presenting his with Most Called Numbers.
He considers purchasing a Friends and Family SOC as suggested by the system.
4.2.3 My Plans and Services
Every couple of months John reviews the details of his
current NXT subscription to ensure the plan he has suits his
needs. He reviews his plans, and compares the details of his
existing plan with available plans in the catalog. Should John
find a more suitablehe will change his plan to the new one.
Viewing My Plans and Services: John views the highlights
of his plan by navigating to My Products & Services from
the menu (he can also get to this view directly from the
landing page on tablets and web). John decides to review
his international calling service service configuration. In
the My Products and Services area users plan details are
presented together with the services that are included under
it. Additional services and commitment terms are also shown.
Configuring Plans and Services: After reviewing his
international calling service configuration, John decides to
reconfigure it to better suit his needs. Under the International
Calling configuration, John removes UK and instead he adds
Brazil and Australia. After John completes the configuration
a confirmation is shown, featuring the summary of the
performed changes and how it affects the charges.
Suspending a service: As part of configuring his services, John can suspend a service and resume a previously
suspended one. He can also choose to remove a service altogether. Services can only be removed within the limits
of their commitments.
4.2.4 Product Ordering
John is considering upgrading his phone, and he opens his NXT application and searches for suitable devices. He is having
a hard time deciding, but is able to compare phones side-by-side on the application. John decides to add a new phone to his
shopping cart but not to continue with the purchase at this time.
MCSS enables users to perform a wide range of shopping
activities, allowing:
Searching for a plan, a service or an allowance and
purchasing it
Browsing through the catalog and choosing a suitable
plan or device
Comparing between available plans in order to pick one
best suited for the user
Comparing between devices and their properties in order
to pick one best suited for the user
Adding a product to the shopping cart and proceeding
with a purchase at later time
Accessing the shopping cart from a different touchpoint
to review and update its content
Upgrading a plan, while configuring it to suit the users
needs
Upgrading a device
Creating a new subscriber, selecting a device, choosing and configuring plan and services
Getting a detailed order summary and purchase confirmation upon completion of the purchase
While changing the plan, users can configure existing services, or add and remove optional services from the plan. Adding new
services might require changing the plan. Users can also purchase a stand-alone allowance on top of a plan. For example: 100
minutes for voice, 200 MB data, or 100 messages. While selecting a new plan, users can either associate it with an existing
subscription and replace the existing plan, or create a new subscription. All price plans are displayed with taxes and discounts.
4.2.5 Shopping Cart Persistence and Handover to Call Center
On his home computer John opens the NXT Website to continue his new device purchase. His selection is safely stored
in his NXT shopping cart from his previous session, in which he added it using his tablet. John has some questions about
the device, and he decides to contact the call center. The call center representative on the phone greets John and asks his
whether he is calling regarding the new device that he is considering to purchase. Having his questions quickly answered by
the representative, John is now able to complete his purchase either with the agent, or later on by himself online.
Family implies some sort of a hierarchy where different family members have different permissions. For example a child probably
should not be able to purchase goods for himself without a parent being involved. To allow this flexibility Amdocs Multichannel
Self-Service supports two roles for family scenario:
Ownera family member, usually the one paying the bill, who has full set of permissions allowing the management of family
subscriptions and permissions
Viewerthis family member will only be able to view the services he has and view consumptions and usages. He will not
be able to perform any changes to the subscription
Managing family permissions and plans is a complex task, requiring attention to the needs of each family member. Therefore
a full set of family management activities for an Owner user is supported on the Web UI while a more limited functionality
is available on the tablet and mobile phone for all user types.
4.3.1 Managing a Family with a Shared Family Plan
Changing a Family Plan: One evening, John decides to
update his NXT subscription. He wants to buy additional
services for his family that would better suit their needs. John
sits down with his laptop to adjust the services for himself,
his wife and kids. He begins by viewing the family dashboard.
Viewing Family Plan: A month later, John wants to look into
his NXT subscription and analyze the usage for the family. He
goes to Plans & Services screen to review his family plan.
He begins by looking at the shared family definitions. And
then he switches to view his own usage trends.
By default in MCSS there is one family owner who in turn can
choose to add Owner permissions to other family members,
thus allowing them to also manage the family subscriptions.
Subscribers with view only permissions will not be able to
perform changes; they will only be able to view their details
using Web as well as tablets and mobile phones.
5.1 Recommendations
Recommending a Friends and Family Service: A user viewing her most called numbers details, is presented with the
recommendation to purchase a Friends and Family SOC. If this option is selected, the five most called numbers are added to
the plan by default, but users can manually control is the numbers included in their plan.
Recommending Voice Packages: Based on the analysis of voice calls made over the preceding months, users can
be prompted to buy an additional voice package including a block of minutes for a set price.
Recommending Message Packages: Based on the analysis of messages sent over the preceding months, users can
be prompted to buy an additional message package which includes a fixed number of messages for a set price.
Recommending Data Packages: Based on the analysis of data usage over the preceding months, users can be prompted
to buy an additional data package with a fixed amount of data usage for a set price.
Abnormal Fees Notifications are meant to allow the user to view the charge and initiate a dispute online, instead of seeing the
charge later and contacting the call center. This is done by leading the user to a Dispute Charge screen. When the application
is closed and the user sees the notification on device, tapping on the notification will launch the application, then allows the
user to step through the flow. When tapping on the motivation-notification inside the application, the user will be immediately
navigated to the relevant screen to perform the suggested activity.
Quick Links: In addition, Amdocs Multichannel Self-Service learns the app usage habits of the user and creates quick links
for them thus further simplifying the user experience.
A user can choose to turn off this personalized Quick Links behavior in the same way the notifications functionality can
be turned on and offon and off.
using a voucher. The user can configure Auto top-up to be applied. Auto top-up can be configured per bucket with amount,
pay means and frequency. The user can also choose to cancel Auto top-up.
6 Usability
A positive first impression and ease-of-use is a critical aspect of ensuring stickiness of self-service solutions. A well designed,
easy-to-use, slick-looking UI can make an enormous difference in an applications success. A disciplined and thorough
approach to ensuring high usability characteristics was taken for MCSS during the design and development process. Focus
and attention was paid to ensuring superior usability as stated by a leading standards organizationeffectiveness, efficiency
and satisfaction with which a specified set of users can achieve a specified set of tasks in a particular environment.
In developing MCSS, we followed the industry standard design methodology user centered design. This methodology consists
of several stages:
Functional Analysisillustration of user navigation and information architecture done by usability experts
Wireframesbuilding the functional design concept and wireframes that illustrate the layout of the pages and interaction
pattern. The wireframes were validated by usability experts in order to ensure alignment with usability standards and
industry best practices
Graphic Designmultiple graphic concepts were created and a new slick graphic concept supporting consistency across
multiple touch points was selected to proceed with
Validationthe design was validated in several paths:
Usability Testing: assessing the effectiveness of the user interfaces by observing actual users performing simulated tasks,
and gain further insight into the mental model, preferences, behavioral patterns, and expected terminology of the actual
users. During MCSS development a number of usability tests were conducted resulting in design updates based on the
tests outcome. Enhanced flows were subjected to an additional round of testing resulting in ~70% improvements in task
completion. MCSS received positive feedback about the flows ease of use. Most of the testers stated: If I could, I would
use this application.
Service Provider Testing: As part of the MCSS pilot project during the design phase, the application was presented to
business stakeholders in two major Amdocs customers. Customer representatives were requested to perform several tasks
in the MCSS application. The completion rate of the tasks was high and the customers were pleased from the simplicity
of the flows. The pilot activity provided valuable feedback, including improvement opportunities which were then analyzed
and implemented.
External Validations: MCSS was reviewed by external experts such as Human Factors International (HFI), and other external
design teams to evaluate the application and provide feedback. HFI Executive Summary has graded the application to
have very high usability, emphasizing scalable and flexible application design. Suggested improvements from the external
validations have been analyzed, and are included in MCSS design.
USER AND
BUSINESS
NEEDS ANALYSIS
FUNCTIONAL
ANALYSIS
WIREFRAMES
GRAPHIC
DESIGN
HIGH-FIDELITY
PROTOTYPE
VALIDATION
MCSS Architecture
DESKTOPS
HTML 4/5
UX FRAMEWORK CLIENT
SMARTPHONES
HTML5
TABLETS
HTML5
REST
UX FRAMEWORK SERVER
REST UI SERVICES
BUSINESS LOGIC
API/EJB
CRM
BILLING CASE
CREATION
INTERACTION
CUSTOMER
PERSONAL UPDATES
PAY MEANS
PAY INSTRUCTION
RECHARGE
INSTRUCTION
BILLING
CHARGING
UNBILLED USAGE
ALLOWANCE
MAPPING/AGGREGATION/DATA MANIPULATION
PIM/SOA
BILLING A/R
ORDERING
SELF-SERVICE
BILL PAYMENT
POSTPAID A/R
PAYMENT HISTORY
ASSIGNED PRODUCT
ORDER CREATION
ORDER QUOTE
ORDER TRACKING
PRODUCT
CONFIGURATION
PRODUCT
COMPATIBILITY
ELIGIBILITY
RESOURCE
ALLOCATION
QUICK ACTIONS
PERSONAL SETTINGS
LOGGING,
REGISTRATION
BILL PRESENTATION
USAGE ANALYSIS
BILLING CM
BILLING
REPENISHMENT
PREPAID BALANCE
TOP-UP
CIH/EJB
BILLING PROFILE
INSIGHT
MOTIVATION
NOTIFICATION
SALES ENGINE
CATALOG DISCOVERY
CROSS-/UPSELLING
LIST PRICE
RECOMMENDATION
8 Summary
Amdocs Multichannel Self-Service (MCSS) is a multi-touchpoint self-service application that optimizes customer engagement
across online and mobile channels, by delivering an intuitive, real-time customer care and shopping experience that enables
service providers to increase self-service adoption, drive online sales revenues and increase loyalty and net promoter score.
Todays self-service applications are inconsistent and complex, resulting in high interaction fall out and application abandonment.
48% consumers dont use self-service at all due to poor usability, 40% of self-service users still end up calling the contact center
because they get stuck, and over 80% of shopping transactions started online have to be completed in assisted channels.
MCSS addresses the limitations of todays self-service solutions by providing superior usability, through smart navigation and
quick actions, consistent look and feel across devices and touch points, and a delivery of a native experience the leverages
the unique capabilities of the smartphone to enhance the user experience. Additionally, MCSS includes blended care and
commerce flows that turn every self-care interaction into a sales opportunity, and supports channel-hopping that allows
customers to start shopping in one channel and complete their purchase on another channel.
About Amdocs
For more than 30 years, Amdocs has ensured service providers success and embraced their biggest challenges.
To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the
data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely
combines a market-leading BSS, OSS and network control product portfolio with value-driven professional
services and managed services operations. With revenue of $3.2 billion in fiscal 2012, Amdocs and its 20,000
employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For
more information, visit Amdocs at www.amdocs.com.
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