About Our Platform
The telecoms industry landscape is changing faster than ever.
Legacy revenue streams continue to face pressure from over-the-top (OTT) competitors, which is forcing Communications Service Providers to find new ways to better serve consumer and enterprise customers.
While many have embraced digital transformation, efforts focused on implementing systems of engagement. Typically, a wide range of portals, apps and chatbots, forming a layer of digital interfaces on-top of ingrained legacy restrictions.
So while it is important to get you customer engagement right, you need to empower your back-office with the necessary tools.
Simon is the digital fabric of a back-office, easily connecting, interpreting, consistently turning your data into action.
Security & Data Edge
Securely connect just about anything. Databases, APIs, spreadsheets. Security is engineered into the entire solution, starting at the data edge leveraging the latest techniques.
Simon automatically consumes REST-APIs making source-data available. Deeper connections are automated if systems offer Open-API specifications.
Simon is offer the best value if it is connected to many Systems of Record (SOR) and Systems of Engagement (SOE) across your business.
It is worthwhile connecting: lead, SFA, CRM, OM, Billing, ERP, workflow, middleware, inventory, workforce, network, assurance and service-management data-sources; even if the data is currently managed in a spreadsheet.
Smart Data Foundation
Once data sources are connected, a definition of data which is important to delivery outcomes of “services” is created. When the definition is activated on the edge, innovative mechanisms then ingest data to identify each unique service, dealing with multiple systems, duplications and data breakdowns.
Simon then smartly aggregates data, transforms it to be brutally simple into our “Smart Data Foundation”.
The Smart Data Foundation exposes and maintains high performance structured views / pivots on:
These views are flexible, but come optimized for technology based services and end-to-end visibility within a telco/CSP.
All data constructs are available as open-interfaces as a service.
Analytics
As soon as the data flows through the Data Edge into the Smart Data Foundation, a wide range of “instrumentation” lights up.
A consistent set of gauges, dashboards and trending are applied to all defined services.
These are separated into groups which align with CSP customer structures and operational reporting requirements.
Process mining is particularly powerful. Digital footprints in your data is used to extract the processes actually being followed in your business. Understand where delivery is delayed and things are going wrong.
Given enough data, machine learning is able to update flows based on the results of process mining. Automatically design optimized flows based on experience and performance. Don’t stagnate, use ML to keep finding improvements in your processes.
Natural navigation structures view so that users interact with data, customers and complex solutions like SDWAN in the way they expect.
Actions
Simon is founded on the principle of proposing the next best action based on:
- assessing the current situation, in data.
- applying business rules,
- proposing the next best action.
Why is this powerful?
- Dynamically select the best path: unstructured or untamed processes
- Simultaneous processing by default wherever possible: less waiting.
- Closed loop control: enabling the quality control of actions
Every aspect of the configuration: business outcome mapping, data mapping, actions, user interface layouts, integrations and security; is captured in the browser based design. The platform configuration is dynamically generated from these visual models. Business stakeholders can see the impact to their practice in real-time.
At the touch of a button, your business can adapt and change. You have the flexibility to decide whether to immediately update everything everywhere or deploy a copy in parallel in production for a specific need or testing.
How do data events drive workflow & automation?
The Data Edge monitors all data fields incorporated into a definition called a “service specification” and identifies any data-events (add, delete, modifications).
We are looking for changes in data. When identified these changes will appropriately update individual instances in the database.
Updates trigger a re-evaluation of the outcome map (workflow & process). Actions you setup will fire if their pre-conditions are met.
Actions are capable of a performing a wide range of activities including:
- Integrations to external systems.
- Structured BPMN type workflow.
- Diverse range of communication (email; sms, app; chatbot)
How does closed-loop control help?
The Data Edge is able check the result of an action. Compliance of results against a “quality-specification” enables a closed-loop system.
As long as relevant data sources are connected to the Data Edge, Simon is able to measure the quality with which work is done. A measure of delivery quality and completeness is tracked for all services.
You can for example require a delivery quality score to be achieved in a task to advance to the next task.
Useful Tooling
Simon enables a set of tools to effect manual and automated actions.
FRESH USER INTERFACE
A fresh and empowering user interface is always available to staff and potentially partners.
All user screens are dynamically created based on the service specification, outcome map and other settings configured.
Interfaces designed with the user in mind, support the most common use-cases of delivery team-members and team-leads. Design sought to enable practical navigation and limit the number of “clicks” to get the work done.
- Find and navigate easily.
- Do one task for many customers efficiently.
- Do many tasks for one customer easily.
- Understand the health of delivery of a service.
- Understand health of a task.
- Easily communicate and collaborate with customers, team-members and partners.
- The role-based access / visibility is capable and enables the configuration and administration of users and groups.
EASILY TASK USING CARDS
In many cases, the actions required within a workflow require simple human tasks as part of the flow. A “Card” is a mechanism to pass an instruction to a team to perform an action.
Card tasks in an outcome map can be easily added, modified and deleted. These would then apply to every service.
Customer specific tasks get captured on a card which can easily to pinned to the relevant service.
A simple, flexible, versatile feature.
RETAIN KNOWLEDGE & DOCUMENTATION
Adequately documenting a business is an ongoing challenge. A business which operates technology based services is littered with product descriptions, processes, procedures and standards. Common documentation includes:
Adequately documenting a business is an ongoing challenge. A business which operates technology based services is littered with product descriptions, processes, procedures and standards. Common documentation includes:
Product & Services Descriptions
Methods & Procedures
Service design: Proposal; site-lists; High level design; diagrams; Low level design.
Agreements: Contracts; Agreements; Acceptance certificates.
Training Material: System; Products.
Internal Documents: Purchase orders; Delivery Acceptance notes; Invoices.
This knowledge about your business which is often innovative, considerate, substantial and material, is most often captured in documents which get saved on hard-drives, emailed, shared folders… and eventually lost or forgotten.
This is a waste.
We believe that this must change as a significant amount of knowledge, time and money is invested here.
