© 2018 TM Forum | 1

TMForum Open Digital Lab HandsOn Lab – TMFAction Week

Bill LambertsonCraig Farrell Janki VoraSai GortiTomyo Maeshiro

September 23, 2018

Open Digital Lab – Container based Microservices Open API Architecture

Core Systems

Enterprise Services/Applications

Integration Bus

Systems of Engagement

Database

Secure Gateway Client

Secure Gateway

IBM CloudTM Forum API Connect Portal

TM Forum Customer Management API

20+ TM Forum API

ImportExisting API

Openwhisk

Messaghub

OptionalIBM cloudservices

IBM function

Watson Assistant

© 2018 TM Forum | 3

Node.js

Node-Red

API Connect

OpenWhisk

Docker

Kubernetes

MQTT

MongoDB

Kafka

Catalyst Admin to get IBM Lite

Account

jobrien@tmform.org

Catalyst A Kubernetes Cluster and Cloud Foundry Space Provisioned

Deploy Cloned Container and

modify

Add Cloud Foundary Service

for API Connect and Message Hub

pgauthier@tmforum.org

Catalyst B Kubernetes Cluster and Cloud Foundry Space Provisioned

Deploy Cloned Container and

modify

Add Cloud Foundary Service

for API Connect and Message Hub

Email

Provision

Clone Container Add services

Email

Provision

Clone Container Add services

Open Digital Lab Onboarding Procedure

© 2018 TM Forum | 4

• Churn

• Social Media Insights

• ~100%

• Customer Experience Insight 93%

• Fast Resolution 61%

• MarketShare

• Channel continuity 4X

• Integrate Physical and Digital Experiences 3X

• Measure Customer Effort Score 256%

• NPS

• Integrate Physical and Digital Experiences

• 48%

• Common Framework and architecture across channels 42%

• ARPU

• Personalized Next Best Action 166%

• Real Time Interactive Marketing Across Channels 145%

Customer Experience is a crucial differentiator for CSP’s.

2018 IBV Benchmarking Study: Customer Experience in Telecommunications

© 2018 TM Forum | 5

Contact Center

Self Service

Store/Branch/Location

Maintenance/Repair

Face-to-Face

Kiosk

Social

Mobile

Customers

• For the consumer, priorities are ease and time.

Open API’s and Selfcare Component Suite

© 2018 TM Forum | 6

Call Center Evolution

6

Call Deflection

NPS AHTFCR ARPU

Self Service

Level 1 Agents Level 2 Agents

Self ServiceLevel 1 Agents

Level 2 Agents

Self ServiceLevel 2Agents

FROM

TO

© 2018 TM Forum | 7

© 2018 TM Forum | 8

Use case

Asume is authenticated

Use case for the lab

© 2018 TM Forum | 9

Handson Lab Architecture

© 2018 TM Forum | 10

© 2018 TM Forum | 11

TMF API’s

We use the TMF910 API Component Suite for SelfCare

© 2018 TM Forum | 12

APPENDIX

© 2018 TM Forum | 13

Use Case

Watson: Hello, how can I help you?

You: I would like to know my account balance #eCommerceAccountInquiry -getAccountInfo(Balance details)

Watson: Your current balance is XXX from $startdatetime to $enddatetime.

You: It's more than I expected, can you just show me my overall usage? - getUsageReport

Watson: show the table with assets having data, voice and sms usage {Voice : "500", Data:"300", SMS:"100"}

You: I didn't know my voice usage was too high, how much did you charge for voice? -- getBillingEvents

Watson: It is 90$ for voice usage, do you want to know more details on your voice usage?

(or)

Display the table with 3 top usage info

You: Yeah that makes sense as I've used some international minutes, but I would like to waive these charges. #telcointernationalrateplaninquiry

Watson: Let me transfer to a human agent.

© 2018 TM Forum | 14

• 28 years guiding the industry through complex transformation

• Neutral, non-profit led by the world’s leading Service Providers

• 90,000+ member professionals

• 850+ member companies

• Global presence

TM Forum members generate US$2 trillion in revenue & serve 5 billion customers across 180 countries

TM Forum is the global industry association driving digital

business transformation of the communications industry through

collaboration and innovation.

Accelerating Industry Transformation Through Collaboration