TMNG Global Helps a Client Enhance its Fraud and QoS Applications

Challenge

A software provider wished to obtain current user workflow processes and procedures that could be used to enhance its Telecom Fraud and Quality of Service (QoS) applications. The client wanted an assessment that incorporated the viewpoints of both an analyst and management regarding fraud management.

In addition, the client wanted to position its QoS application as the "Master QoS database” for the corporation. The primary selling point of the application was that it could minimize, if not reduce to one, the number of locations that users of different customer organizations were required to access in order to obtain service performance data. In order to successfully position the application, it was vital that the client understand the workflows, processes, and requirements of its users. They called on TMNG Global to assist.

TMNG Global Solution

TMNG Global provided a workflow that looked at various voice product lines and the different methods and workflows to which an analyst would be exposed. The assessment that we delivered also allowed for segmentation by telecom company type (i.e., lLEC, IXC, CLEC, reseller, wholesaler). We also provided management-level requirements for the different companies including workflow management, reporting and productivity measures as well as a subscription fraud attack process.

One of the client’s goals was to migrate its QoS application from its current network-centric capabilities to a balanced network and business-centric position. To this end, we provided the client with an analysis and understanding of the type of architecture, workflows, and user requirements necessary for repositioning it current application as the “Master QoS database.”

Benefits to the Client

As a result of TMNG Global’s assessment, the client incorporated workflows into its existing fraud application and added additional management reports. A new module was subsequently developed for subscription fraud and is now being marketed.

In regards to its QoS application, the client now has a thorough understanding of the requirements, workflows and processes of multiple types of users, both internal and external, who require knowledge regarding the health and performance of telecom services offered by the service provider.