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October 2013

In A Changing Business Landscape
An Experience of Certainty
Cloud
SURE! Cloud (formerly eVapt) extends its offering by adding Contact Center Solution:

SURE! Cloud (formerly eVapt) Product evolution has reached a new milestone by inducing the Contact Center Solution in the list of Products. eVapt Customers across the world are set to benefit from this newest product, where they will be able to automate the customer service interactions by allowing subscribers to interact using touch tone digits. Helps to eliminate the need for a live engineer/operator to be present all-the-time to respond subscriber query calls.

Key Features Includes:

  • Simple to use GUI
  • Ability to recognize the caller line identification digits, thereby identifies the subscriber
      DNIS: (Dialed number identification service)
    1. ANI: (Automatic Number Identification)
  • Records the caller audio
  • Allows to playback the audio
  • Interface to Database(s) in order to manage the audio-records
  • Interfaces with CRM and any third party systems too
  • Interfaces with PSTN or a PBX system
  • Interfaces with the BSS system to response to the subscriber queries
  • Runs on low-end/Commodity Hardware and uses low cost PSTN hardware
  • Real-time team notifications
  • Multiple telephone line support both on Analog and Digital
  • Advanced call screening and call switching options
  • Call Transfer to other extensions, optionally announcing the Caller ID, allowing the recipient to accept or decline the call
  • Full logging of callers’ details and all the selections made during the call

About SURE! Cloud:

Sure! Cloud is a feature rich cloud based subscription life cycle Management solution consists of CRM, billing, Customer Support and service fulfillment modules that meet the need of any enterprise. From lead-to-Cash SURE! Cloud solution handles all the aspects of creating, maintaining and cultivating relationship throughout the subscriber lifecycle management.

SURE! Cloud platform supports extensive product & service configurations, complex recurring billing including pre-paid and advance-paid billing, presentment, receivables, customer care and integrates with third part systems for automated provisioning of services and Sabrix for tax management.

SURE! CRM is part of SURE! Cloud platform, which is TMForum compliant, enterprise grade CRM solution, supporting complete Sales Force Automation and customer support functions, with Contact-Center integration adapters.

Benefits of SURE! Cloud:

  • Faster Service Fulfillment leading to higher customer satisfaction
  • Faster time to market
  • Zero Capex
  • Arrest Revenue Leakages
  • Revenue Growth by offering optimized Packaging and Promotions Analytics and Dashboards indicating subscription growth, revenue growth,
  • Churn Rate, Renewals vs disconnections and etc.
  • 360 degree view providing opportunities for upsell and cross sell
  • Automatic billing and Collection, improving operational efficiencies
SURE! Cloud (formerly eVapt) Participated at Cloud World Forum, UK:

Cloud World Forum, is a two-day comprehensive conference and expo focused on the emerging technologies- IaaS, SaaS, PaaS and OnDemand.
Software as a Service or SaaS is a technology that is attracting many business customers looking for new paradigms in order to source software functionality in new ways. Web delivered or cloud hosted SaaS options can allow for more scalability, leaner IT budgets, more efficient business processes, and a “buy what you need” approach to specialized IT architectures.

Adoption towards SaaS usage is increasing and more enterprise solution providers will be offering their solution on SaaS model Current downturn also contributed to the growth of SaaS, as most companies looking at reducing Capex and getting into Opex model.

What we presented at the event:
eVapt enables the pay-as-you-use model for Software as a Service (SaaS), On-Demand Content, Mobile VAS and Cloud computing service providers. By using eVapt’s on-demand billing platform, service providers can automate back office operations such as Billing, mediation and revenue settlement areas effectively. The solution allows providers to focus on their core business strength and service delivery. And our motto is to enable our customers to concentrate on their core business, where we take care of their billing and back office automation aspects.

Upcoming Events

November 18-21, 2013 | San Francisco

9 – 12 December 2013 | Las Vegas ,NV
Best Practices
Cloud is Not Raining Revenues, It Is Possibly Leaking Money Instead:

Globally, business organizations are moving towards Cloud-based services, which dramatically reduce their software and other computing costs. Recent reports indicate that Interest in the SaaS (software as a service)delivery model is growing drastically; by 2013 almost 85 percent of new vendors will be focused on SaaS services.

As the market for Cloud services accelerates, more players are positioning themselves to secure their role in the emerging marketplace. With the great potential of the Cloud set to be harnessed by newer players, the market will see the launch of several new services and offerings, setting the contours and boundaries of the industry.

The launch of new services will imply that several new processes across a number of partners’ platforms and multiple carriers will decide work flows. This set of processes can give rise to a new challenge for the Cloud service providers as well as customers: Optimized Revenue Management.

The institutionalization of these new processes and the change they bring to the eco-system has to be monitored closely to handle the revenue settlements and avoid leakages. This change points to the need for proven, mature and robust solutions in the areas of billing, CRM, service fulfillment, bandwidth optimization through policy management, provisioning and metering, among others.

In better harnessing the market and creating niches, new cloud service providers need to offer different kinds of services across the SaaS, PaaS and IaaS umbrellas, using innovative business and attractive pricing models.

During this process of launching newer services and flexible marketing plan launch, Cloud service providers have a real challenge in addressing the varied requirements of customers. Service providers need to cater to their customers’ need for a rich and diversified set of products and offerings to meet the changing business needs.

So while Cloud service providers are pushed by the market to quickly launch newer service offerings to respond to their customers, they are internally not ready with their infrastructure and process to quickly launch new services and provide varied cost options. They do so to win customers and retain existing one: but at a critical cost – revenue leakages.

A large section of Cloud service providers are not new businesses but those moving on to Cloud computing business from other existing business models, which implies they have existing legacy applications that may not fully support Cloud business needs. They either have to create new infrastructure or upgrade existing legacy systems by making necessary architectural changes to systems to meet customer requirements. During this process of change, companies will face major hurdles with existing legacy systems.

Some of these are:

  • Inability to add required (web-based) modules with rich interactivity
  • Less flexible in handling rapidly changing consumer requirements and business models
  • New standards / compliance / regulations / reporting, which can’t be implemented and supported on time
  • Involves longer manual integration processes
  • Merger and Acquisition – need to integrate business processes
  • High cost of maintaining legacy systems reducing available budget

With all these factors playing out fully in a rapidly growing and changing Cloud computing marketplace, the chances of revenue leakages are very high. A legacy system does not have the agility that most Cloud businesses require to support changes in processes and the consequent maintenance costs are too high. The answer to the entire posse of problems for the Cloud computing players is to either “build or buy” third party applications, which fit into existing ecosystem to run the business smoothly.

While making necessary changes, organizations can suffer some revenue leakages. So Cloud service providers needs help in identifying sources and points of leakage, quantifying the volume of revenue loss and identify ways to minimize and avoid leakages.
Revenue leakages may occur due to incorrect pricing, operational inefficiencies, missing transactions, non-priced transactions, uncollected revenues, among others. In various stages of customer relationship lifecycle, such as prospecting, on-boarding, transaction processing, billing and recovery, monitoring and service closure, there can be process cracks that give rise to revenue leakage.

An efficient system need to be in place in order to track and overcome all possible leakages. In cloud computing business, the primary tenet is for customers to pay as they use. The pay-per-use requires a fine granularity that allows visibility on resources being consumed with exactitude.

The Cloud Provider then charges for these resources with accuracy, neither more, nor less. Hence a right billing and monetization platform is the singular overall answer to overcome all the problems of leakages and loopholes.

Cloud service providers are pushed by the market to quickly launch newer service offerings to respond to their customers, they are internally not ready with their infrastructure and process to quickly launch new services and provide varied cost options. They do so to win customers and retain existing one: but at a critical cost – revenue leakages.

The author of the article is a Marketing Consultant with Magnaquest, a leader internationally in Metered & Subscription Billing, CRM, Bandwidth Policy Management, Service Fulfillment and Doman Consulting for Broadband, PayTV, and Cloud Service Providers