Notes

360 ABBREVIATIONS

BCA- business customer account (the account that is set up in Netracker)

BSS- business support systems, provide the sales, customer services and billing domains across all front-line channels as wells as focusing on providing all the back-end capability to manage order management, supply chain and provisioning. It will give us the capability to deliver an omni channel customer experience.

CHARGE 2 MOBILE - pay for digital content with your monthly bill

CCA- Consumer credit agreement

CHANNELS- This is the term we use for the different ways we reach and serve our customers: in stores, on the phone via voice or our app and online. Accelerate objective is to deliver the same customer experience whatever channel they use to deal with us.

CIM- customer information management

CJM- customer journey management

CSRD- stands for customer representative desktop or csrd for short. This is a unified interface that collects important up-to-date information about customers. It enables customer service advisors and authorizes users to improve relationships with customers and maximize value through comprehensive integration of customer data into and easy to navigate eco system.

DC-deal calculator for retention deal

DUAL RUNNING- is the period of time when our old systems will be operating at the same time as our new systems. We can't move all our customers across at the same time. we need to test and refine, so it is done in batches. Which means some customers will still be on the old systems and some on the new.

EECC-European electronic communications code, this will be replacing CCA

EPOS-electronic point of sale

FINDIF- financial difficulty

FMIP- find my iPhone

GO LIVE- is pretty much what is sounds like: the day our new platforms are actually turned on and go live. There is more than one go live. The first is when the systems are turned on from a technical perspective, for example when we conducted testing. The second is we started using our new systems to serve the first customers who have been migrated onto them.

INTEGRATION- this refers to ensuring our old systems actually talk to our new platforms. We have over 80 old systems that rare being replaced by the Business Support Systems and the online charging system. Integrating them to involves creating interfaces that bring them together so that they operate as one.

IPID-Insurance Product Information Document

MIGRATION- Once our new systems are ready we will move our customers data over to them and start using them. This is known migration and it's another crucial piece of the Accelerate programme.

MY IDENTITY- Is for an agent- Personal Identity Records ( Not to be confused with identity which is the checking of customer identity)


MY IDENTITY ( MY O2)- Is for customer- Personal Identity Records ( Not to be confused with identity which is the checking of customer identity)

NC- NetCracker

OCS- Online Charging Systems.

OE- order entry enables you to create sales orders and manage business product instances (products) for large numbers of customers.

OIDC- O2 Identity Console.

OM- order management- we have a large number of customers in which each customer may have one or more orders. managing and accessing information about every customers order and every service essential.

OMNI-CHANNEL- delivers the same customers experience and the same levels of service whether they choose to connect with us in stores, on the phone or online.

OTAC- One Time Activation Code.

PIREAN- Manages the Lan IDs etc. for the staff using the new systems.

PONR- Point Of No Return ( The point when an order can't be reversed and cancelled.)


POC- Product Offering Catalogue ( Used mainly by marketing to update the products which then the various systems will take the information from.

POWER CURVE- New credit checking system.

RCA- Residential Customer Account (the account that is set up in Netcracker)

SFF- SIM Free Finance

SIM FREE FINANCE (SPREAD THE COST) - SIM free Purchase

STAC/PAC - Service Termination Authorization Code/ Port in Authorization.

SVOS- Single View of Stock.

TLO- Top line offer

TOMS - Telecoms Operations Management Solutions.

USER STORY- is how a customer requirement or a product feature is captured in the product backlog. They are written from the customer's perspective and prioritized.

360- official name of the new Accelerate system.

PCCI- Pre Contract Credit Information.

EOCN- End of Contract Notification

ABTN- Annual Best Tariff Notification

NBA- Next Best Action

NBE- New Best Experience

NBO- Next Best Offer