Zarada is an integrated suite of customer management, billing, fulfillment and analytic products for communication service providers. It automates all aspects of account handling, revenue management, fulfillment, and provides insights into customer behavior. Zarada provides comprehensive functionalities through building blocks to automate major business processes and support customer profitability and growth. It offers a complete solution for BSS needs through a single vendor.

1. Zinnia Offerings

2. Zinnia offerings Zinnia Systems offer Zarada, an integrated suite of customer management, billing, fulfillment and analytic products for communication service providers. Zarada customer management products automate all aspects of account handling starting from registration to payments, service modifications, trouble ticketing, hierarchy management and account closure and enable you to create and control desired customer experience Zarada revenue management products provide a comprehensive order-to-cash solution enabling you to automate usage data collection, invoice generation, payment collection and handling delinquent customers. Zarada also enables you to automate settlement with all your partners. Zarada fulfillment products provide you a collaborative product creation environment. With flexible Catalog, a comprehensive order management system and multi-service activation product, you can plan and launch new services quickly. Zarada analytic products assist you to gain insights into customer behaviour and empower you to take proactive actions to enhance customer retention, revenue and to prevent losses due to fraud.

3. Zinnia offerings – Contd. Zarada provides comprehensive functionalities to automate all major business support system processes and enables you to support your customers for profitability and growth. Zarada functionalities are provided through following major building blocks:

4. Zarada Suite

5. Zarada Benefits Since Zarada offers complete order-to-cash functionalities, you deal with single vendor for all your BSS needs, which has following advantages: Saving in integration cost Reduction in vendor management cost Reduced timeline of implementation Reduced cost on maintenance and enhancement Built on a novel architecture, Zarada provides unmatched flexibility and extreme time-to-market enabling you to rapidly and cost-effectively create, deliver, charge and profit from innovative new services. Zarada fits seamlessly into your enterprise IT architecture using SOA based integration, reducing your expenses on integration. With comprehensive functionality, Zarada automates majority of your business processes, resulting in: Reduced operational complexity and costs High customer satisfaction Smooth Revenue flow

6. Technology – Key Enabler of Zinnia’s Excellence

7. True Product Mindset Off-the-shelf products with comprehensive functionalities Can work with different databases e.g. Oracle, MySQL Very flexible to accommodate many different business requirements A complete suite covering all BSS requirements Provides complete range of services to ensure that you receive full value from our products Business analysis, Installation and Integration service Documentation Training Helpdesk and Maintenance programs Well defined API set Commitment to published roadmap

8. Zarada Component View for GSM & WiMAX Networks

9. Zarada Functional Overview

10. Managing Customer Experience with Zarada Comprehensive functionality to automate customer interactions and to reduce operational complexity Provides multiple flow templates for supporting registration processes of different customer segments Detailed audit trail and event analyzer for monitoring account activity Supports multiple hierarchies for invoice grouping, ‘upward transfer of charges (UTC)’ and discount sharing Rule based customer segmentation to enable application of different business policies to different segments Flexible and secure ‘Self-care’ module to empower customers to view / update account information and perform a number of self-service operations including invoice payment, handset / CPE purchase etc. Comprehensive notification management – support for preferred time and multiple notification channels for same customer Supports multiple currencies and languages to quickly adapt to your site specific requirements

11. Zarada Customer Management

12. Managing Products with Zarada Zarada provides flexible & layered structure for easy product creation Maintains and enforces eligibility and availability rules Supports product transition rules Groups products in many different ways for easy selection by CSR Maintains technical and commercial views of the products and makes these easily accessible for maintenance Provides an environment for collaborative effort for product creation by different groups Displays side-by-side comparison among different products for better customer negotiation Supports ‘Choose m among n’ or ‘Choose exactly n’ type of selection at all levels of product composition (Refer figure in next slide) to bring additional level of flexibility in product creation Supports unlimited nesting of products to facilitate creation of new products from existing products quickly

13. Zarada Accounts, Subscriptions and Products

14. Usage Rating with Zarada Provides efficient, highly flexible and scalable rating engine to enable smooth capacity growth with increase in your subscriber base. Capable of rating events on many different attributes: Occurrence (e.g. number of SMS sent, pay-per-view etc.) Per time unit (e.g. call duration in second, minute etc.) Per data volume (e.g. KB downloaded) Content type (e.g. jpeg, mpeg etc.) Supports different types of rate plans like flat, stepped, tiered etc. to accommodate different product offerings. Rule based rate plan selection – any event attribute can be considered for rating Supports zone based rating, ‘friends and family’ and closed user group rating Support for different rates based on time-of-the-day and holiday Rating of events generated by your resellers’ customers Provides reject management & re-rating functionality to reduce operational complexity

15. Rating Flexibility – Rule based Rate Selection

16. Rating flexibility – Normal and Override Rates

17. Online Rating & Balance Management Provides a real-time, scalable and high-performance platform for rating and balance maintenance Supports Diameter based interface for integration with service elements Provides configurable spending allocation to empower customers to control their usage for different services Supports free resources and customer hierarchies Provides load balancing and data caching for high performance Supports direct debiting as well as reservation based charging control Performs both event based and session based charging Provides secure transfer of charge and balance information among different systems involved Supports hot-lining and graceful handling of customers during credit expiry Alerting customers based on balance threshold Generation of usage records for use in business analytics

18. Zarada On-line Rating and Balance Management Flow

19. Discounting with Zarada Provides discounting at different charge levels: Account or product level Recurring, Non-recurring and Usage charge Local, National long distance, International long distance Charges aggregated on hierarchy Individual charge events etc. Supports flexible discount definition based on: Charge events considered for eligibility evaluation Charge events on which discount is applied Discount threshold Discount type – fixed or percentage Discount category – flat, incremental and tiered Discount priority, in case of multiple discounts on same charge Supports discount and free resource sharing in hierarchies

20. Discounting at Different Charge Aggregation Level

22. Supports trial billing and interim billing

23. Enables you to manage bill cycles effectively for smooth distribution of billing load

24. Easy configuration of new charge types

25. Comprehensive support for account hierarchy

26. Flexible mapping of charge events with your General Ledger accounts and General Ledger report generation

27. Configurable invoice formatter

28. Supports selective suppression of invoices

31. Supports application of different credit treatment to different customer groups, based on rules.

32. Automatically brings out customers from credit treatment as soon as outstanding balance goes below threshold. All services are also restored.

33. Handles assignment of credit control activities to available collectors

34. Displays outstanding amounts based on aging buckets

35. Manages collection events

36. Suspend and re-activating events

37. Re-scheduling events

38. Changing collection schema

39. Re-assigning event to other collector etc.

42. Maintains partner agreements and charge plans

43. Supports many different rate plans and discount schemes for interconnect and roaming charges.

44. Handling penalty for not using forecasted capacity in interconnection.

45. Reseller commission calculation and payout handling

46. Communicates charges owed / owned to partners and provides settlement functionality.

47. Automated reconciliation of usage data from partners

48. Dispute handling functionality

49. Supports TAP3 file generation and incoming TAP file processing for GSM roaming. It also automates interaction with clearing houses.

50. Configurable partner invoice generation

53. Credit card

54. Direct debit

55. Supports batch and individual payments - automatically generates payment request batches for credit card and direct debit payments and delivers to banks after bill run

56. Enables users to perform transactions relating to adjustment, refund, deposit and fund transfer

57. Supports disputes and settlement handling

58. Provides approval process for refund and settlement

59. Support for payment fee i.e. fee for failed credit card or direct debit payment request

60. Payment incentive i.e. providing discount, free minutes or gifts for full invoice payment before due date

61. Handles over-payment and under-payment

62. Multi-currency support

63. Lock box

66. Offer creation

67. Order negotiation

68. Workflow management

69. Service activation

70. Flexible and layered product catalog

71. Support for order amending, revision, order resubmission and auto-complete

72. Defining and tracking milestones during workflow execution

73. Configurable escalation process and fallout management

74. Provides workforce assignment functionality

75. Supports many different interfaces for activating services on your network elements

76. Provides ‘retry’ and ‘rollback’ functionality to reduce fallouts during service activation

77. Configurable service mapping environment

80. Supports bulk as well as individual usage event collection

81. Comprehensive usage event auditing to reduce event rejection and to prevent revenue leakage.

82. Configurable format translation enabling quick integration with your network – supports many different formats including XML, ASN.1, ASCII etc.

83. Usage event enrichment to enable flexible pricing

84. Correlation of multiple usage streams capturing all relevant information from different sources to ensure accurate charge calculation.

85. Supports many standard data processing including filtering, database lookup, sequence validation etc. to ensure data integrity and to prevent revenue loss.

88. Monitoring trouble tickets to closure

89. Communicating customers on problem status

90. Assigning and re-assigning trouble tickets to ensure closure within SLA

91. Re-opening closed trouble tickets to resolve customer issues

92. Escalation mechanism to ensure SLA compliance

93. SLA tracking and reporting

94. Conducting customer satisfaction survey and analyzing the responses to streamline internal processes

95. Assisting your operation manager with performance and workload analysis of operations staff

98. Supports voucher PIN generation and distribution to print houses to automate interaction with print house and secure transfer of PIN information

99. Voucher allocation to dealers for reselling

100. Planning and monitoring of voucher sale through dealer

101. Dealer performance analysis

102. Voucher state maintenance e.g. active, expired, stolen etc.

103. Voucher balance maintenance – Rule based consumption of voucher balance e.g. consuming voucher with earliest expiry date first etc.

104. Web based recharge

105. Support for multiple payment methods e.g. Credit card, direct debit etc. for recharge

108. Enables you to reduce loss due to customer churn by identifying customers most likely to churn through automated customer pattern analysis.

109. Creates and administers loyalty programs

110. Creates customer segmentation based on profitability (total usage) and churn score to enable you to create loyalty programs for high-value customers who are likely to churn.

111. Performs loyalty program effectiveness evaluation

112. Provides fraud detection through usage pattern analysis

113. Supports initiation of suspension, service change and other restrictions on fraud detection

114. Flexible reporting system with:

115. Configurable data selection

116. Support for many different chart types e.g. pie, line, bar etc.

117. Support for different output formats e.g. xls, pdf, HTML etc.

119. Zarada Scalability and High-Availability Overview

121. Development process ensures that each component design goes through rigorous review for efficiency and scalability

122. Each product release is internally benchmarked on Linux and SunFire servers and externally benchmarked on large servers at hardware vendor lab

123. Distributes rating and billing computation load on multiple servers, providing very high horizontal scalability

124. Uses Oracle RAC for database scalability

125. Targets:

126. 60 ms latency for usage event processing

128. Zinnia Delivery Process Overview

130. Model focuses on identifying and managing risks during delivery

131. Model supports evolution of requirements over time

134. We provide technologically superior product suite with comprehensive functionalities. Built on a novel architecture, products are extremely flexible and scalable and can cater to millions of customers.

135. Delivery process

136. Our delivery process focuses on risk management and accommodates evolution of requirements over time. Strong customer focus combined with innovative delivery process ensures that you remain in control of project budget and time.

137. Innovation culture

138. Our innovation culture enables you to find quick and simple solution for your complex operational problems. You remain in forefront of operational excellence.