1,000

CLIENT

QUESTIONS

KEY ACCOUNTS RELATED QUESTIONS​​

From Project A:

 

  • What is your impression from working with VendorA?

  • Which functionality is missing from the platform?

  • What are the main strengths of this platform?

  • What are the main weakness of the platform?

  • How many subscribers VendorA plans to support ( post final production)

  • Will they support Enterprise and SMB customers as well?

  • What is the scope of the project (e.g. xxx, xxx etc)

    • Which product and version is implemented?

    • What is the delivery model – On Premise / Private Cloud / Public Cloud etc.

      • Does any of the modules being implemented as cloud based? If yes, specify which.

      • Is the solution virtualized?

      • Was cloud been offered as an option?

  • Billing info:

    • Does it support both xxx and xxx? Is it xxx solution?

      • In case VendorA doesn’t support xxx, who is the xxx provider in these affiliates?

    • What are the main weaknesses of the A-SYSTEM platform?

    • What are the main strengths?

  • In case the scope includes xxx:

    • Please specify the modules in XXX that are implemented

    • What are the main weaknesses of the XXX

    • What are the main strengths of XXX?

    • UI – which technology is used to develop the xxx agent desktop?

    • Does the UI platform support development for all the channels (i.e. can a
      business process be developed once and configured to be deployed for the
      self-service channel and the call center channel?)?

    • Does the XXX product have any OOB reports to measure the call center
      effectiveness?

    • Does the XXX have any social care capabilities?

    • Are there any supported out of the box business processes?

    • Does it support self-service?

    • Does the XXX have any social care capabilities?

  • xxx info:

    • Does VendorA have a xxx PC to cover all modules (including XXX, xxx)
      · In xxx please focus on where they define the rates of the price plan
      (as I understand it’s not xxx :-)

  • Implementation process:

    • What is the implementation plan of this project? (e.g. which affiliate will be / is
      first to implement, second or is it in parallel)

    • What is the status of each one of the affiliates that are in the process? do they
      meet the deadlines?

      • In case it’s rollout based: provide information in regards to the planned
        production vs. actual.

    • In case there is a gap planned vs. actual - specify the reasons for delay

    • Project plan: Does VendorA manage the project as 5 separate projects (each
      project for a different affiliate) or will use one platform for all affiliates

      • If it’s one platform, please explain the solution – where is the data
        center, how separate affiliates are being managed etc.

    • Does VendorA implement the project or they use external SI for
      implementation?

    • Does the system meet all xxx requirements as were agreed on scoping?
      Please provide examples for gaps

    • What is the delivery model VendorA is using- (offshore/inshore ratio) or (local
      vs. support from VendorA’s Russia center or others as implementors?

From Project B:

 

  • What VendorB modules were selected?

  • What B2B services does the implementation support?

  • In which countries was the project rolled out?

  • What xxx systems were replaced during the project? Is VendorB now the main xxx system for
    the B2B call center?

  • Which of VendorB partners were selected for the project and for which scope?

  • Who was the implementing SI?

    • Did they implement the project for all countries?

    • Did they implement also the partner applications?

  • How many agents are using the system in each country?

  • Are there any plans to expand from B2B to B2C contact center?

  • Was public cloud a barrier for Telefonica in terms of security and data vulnerability?

  • Did VendorB integrate to any downstream xxx components? If so, in which country, for which
    business processes and with which vendors?

  • Which xxx was used to define the product\offers and how was synchronization issues covered
    with the enterprise xxx of the xxx system handled?

  • In each country, which system handles the ordering management and decomposition? Is it
    handled in a public cloud system of legacy?

    • Is there integration with xxx in any of the countries? If so in which country, for which
      business processes and with which vendors?

From Project C:

Note: All questions marked with [*] are "below line questions". Interviewees will only be able to view the main numbered questions or the "above line questions”.


1. Please provide us an overview of your experience working in the BSS space within telecommunications companies.
[*] a. During your time at (Carrier), please describe the specific BSS projects that you have worked with.
[*] b. For instance, from your profile and your time at (Carrier), we understand that you have worked on a BSS project with companies like <Vendor>. Could you provide us with an overview of your role in
this project?

 

2. Can you describe the typical approaches you have seen used for project management for key BSS projects? Please provide specific examples.
[*] a. Please describe the typical scope for BSS projects in terms of example project sizing and the relevant scope. For instance, what is the scope of (Carrier's) project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>? [Note for interviewee: Prepaid only? Postpaid only? Real time data for postpaid? Etc.]
[*] b. For such projects, what are the typical products/modules deployed? [Note for interviewee: Use reference diagram provided by Client]
[*] c. What is your experience working with specific products delivered for key BSS projects? For example, which products and version numbers were/are delivered in (Carrier's) project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>??
[*] d. Please describe the typical scale for BSS projects in terms of project subscriber count. For instance, how many subscribers are served by <Vendor>'s system in your current project?
[*] e. What is the total deal size for this project?


3. Please describe your experience in terms of project planning, timelines and delivery (in terms of major BSS projects you have been a part of).
[*] a. What are the typical phases of such projects and what is your role for the current phase in production? For instance, can you describe the planned phases and timelines of (Carrier's) project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>?
[*] b. Can you describe your knowledge and experience in managing deployment plans for subscriber expansions or LoBs? For instance, what are (Carrier's) plans (if any) to expand to larger customer bases and/or additional line of business for their project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>?


4. Please describe your approach to managing project challenges: for example, key technical or business issues and related deficiencies.
[*] a. Can you describe the major challenges you have seen with key BSS projects you have experience with? For instance, what were the major challenges during (Carrier's) project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>?
[*] b. What is your experience with customer perceptions of key BSS projects? For instance, what are (Carrier's) perceptions project with [BSS vendors such as Alcatel-Lucent, NEC-Netcracker, Oracle and] <Vendor>?
[*] c. What are challenges (business and product) during this project as perceived by (Carrier)?
[*] d. What are the vendor's strengths (business and product) as perceived by (Carrier)?
Information Security Level 2 – Confidential //36
[*] e. Are there gaps in terms of expectations and perceptions of <Vendor>'s system between the sales cycle and the delivery/production phase?
[*] f. In your view, is the project considered a success?

 

5. In your view, what are the key customer-side drivers behind the key BSS projects that you have worked with?
[*] a. For instance, what were the key drivers within (Carrier) to work on this project with <Vendor>?
[*] b. In your view, were the goals for this project met?

 

6. Please describe your experience in terms of selection processes for BSS vendors (in terms of major BSS projects you have been a part of).
[*] a. For instance, what was <Vendor>'s sales/marketing story during the selection process in terms of how they positioned their product?
[*] b. How was <Vendor> able to demonstrate superiority over their other competitors that were being evaluated by (Carrier)?
[*] c. Is the system provided by <Vendor> delivered in a managed services fashion?
[*] d. Is <Vendor> doing the system integration for their BES products? In which cases they do and in
which they prefer to work with system integrators?
[*] e. Is there a new decision to work only with system integrators?
[*] f. Is there a decision to work only with system integrators in specific accounts (e.g. <Telco 2>)?
[*] g. Are you aware of any plans to build from scratch a new BSS product or suite?
[*] h. Are you familiar with a product called UPCC? When will <Vendor> offer this product?

PRODUCT MANAGEMENT          

                                                                  PRICING

                                  STRATEGY

                                                                   MARKETING

                                          SALES

                                                                   CHANNEL PARTNERS 

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