QUANTA CRM

INTRODUCTION
In order to offer innovative services that set them apart and help their
customers grow their profitability, communication services providers need a
CRM solution which gives them a 360-degree view of their customers.
Quanta CRM gives communication services providers a customer service,
marketing and sales solution that combines ease of use with the power of
productivity to increase customer satisfaction and reduce customer churn.
Quanta CRM has been developed in response to the demand from
communication service providers that are looking for integrated solutions to
enable them get the best out of their operations. Furthermore, it satisfies the
increasing demand for solutions which minimize integration costs.
The Quanta CRM solution is flexible and can be easily integrated with many
widely used applications/protocols such as Radius, Diameter, SOAP/XML/web
services. In addition, it comes with pre-built highly customizable modules for
enabling efficient internal sharing and collaboration among sales and
marketing teams. There are also various specialized modules for enabling
external conversations with customers, namely, the Mobile CRM and Social
CRM.

KEY FEATURES AND BENEFITS

Quickly Add New Services
Quanta CRM is designed for managing, tracking and provisioning service
orders for complex, multi-service bundles. Quanta CRM ensures new services
are promptly available for ordering and service orders are accurately and
automatically processed as they are received. Each market ready Service
Package includes pre-defined service use cases, service definitions, order

management and provisioning processes, and integration components to

allow communication service providers to quickly introduce feature-rich highspeed internet services. Quanta CRM provides communication service
providers with the ability to quickly expand their service offerings and
quickly increase new service revenue from expanding market opportunities.
Extensive Application Support
The Quanta CRM features an extensible architecture allowing additional
application modules to be plugged in. It supports widely used
applications/protocols like Radius, Diameter, SOAP/XML/web services. The
solution can be easily integrated in various BSS/OSS environments and third
party applications.
360-Degree View of Your Customers
Sell proactively and avoid surprises by knowing what matters to your
accounts and contacts, when it matters. Know your accounts inside and out
with 360-degree customer activity history across the extended selling
enterprise. Understand what matters to your key contacts and when to
engage with smarter account intelligence based on cross-channel and social
media activity.
Real-Time Workflow Management
A core component Quanta CRM is a workflow engine that orchestrates the
intelligent provisioning, activation and delivery of subscribed, on-demand
and event-driven services.
Advanced Order Management
Quanta CRM provides unparalleled control and visibility of service orders as
they are processed and delivered. It enables every order to be accurately
captured, qualified and validated, for its impact on network and service
inventory resources; with orders protected, tracked, orchestrated, and
reported on offering complete order lifecycle management.
Service Authorization
Orchestrates subscriber authorization and authentication, and provides
visibility into pre-pay accounts, customer entitlements, subscriber and
service-level policies and other information that enable automated service
provisioning and activation.

Service Inventory Management

Provides an integrated, service-layer view of physical and logical resources to
ensure that network and service-level provisioning processes can be
conducted automatically, and without failure.
Automated Provisioning and Activation
Quanta CRM delivers a complete view of end-to-end service fulfillment
processes including the customer, service and network-level data
management required for real-time automation.

BASIC ARCHITECTURE - PROTOCOLS

Modules in the Quanta Service Management Platform/CRM

Module Name
1 RADIUS integration

Module Description
This is implemented via the User database associated
with the RADIUS Server

2 USSD integration

This module is implemented uses Quanta CRMs

highly customizable HTTP/SMPP libraries

3 SMSC Gateway
integration

This module is implemented using Quanta CRMs

highly customizable HTTP/SMPP libraries

4 Other OSS integration

(e.g. IN)

Quanta CRM supports various interoperability

standards and technologies such as J2EE, SOAP/XML
web services, etc

5 Service Management
Platform Administration
Portal

This is an administration portal through which various

offerings of the service management platform are
administered.

TYPICAL IMPLEMENTATION

Subscriber requests for desired data service through a USSD menu of their
mobile handset, (1).
On receipt of the Subscribers service request, the USSD Gateway passes the
Service request to the Service Management Platform, (2).
The Service Management Platform does the following:
CASE A: The Subscribers account on IN has enough credit,

The Subscribers account is debited with the relevant Service fee, (4a).
The Service Management Platform provisions the requested service by

updating the User Database accordingly, (5a).

The Service Management Platform sends a SMS message notifying
Subscriber that the requested service has been provisioned. The SMS
will contain details of service requested (e.g., tokens, etc) and the

amount deducted from the Subscribers account, (8a and 9a).

The Service Management Platform replies to USSD Gateway request
with information indicating that the requested Service has been
provisioned. USSD Gateway sends reply to Subscriber and closes
session, (6a and 7a).

CASE B: The Subscriber has insufficient credit, (4b).

The Service Management Platform replies to USSD Gateway request with
information indicating that the requested Service could not be provisioned
due to insufficient credit on the Subscribers account, (6b and 7b).

MINIMUM HARDWARE REQUIREMENTS FOR

SERVICE MANAGEMENT PLATFORM/CRM
SERVER
No.

Item

Number or Size

Processors (at least 3.0 GHz)

Cores

32 cores

Memory Capacity

64GB

Hard disk space

500GB

Operating System (Red Hat Linux 6/CentOS 6)

Networking

ESTIMATED DEVELOPMENT AND DEPLOYMENT

COSTS
The estimates below do not include the following:
1. cost of hardware,
2. software licensing
3. Costs of travel, accommodation & upkeep (This is for work to be done
outside Kampala. The relevant charges for these will be agreed upon
with the client and the client shall bear these expenses)
The costs of the items (1)-(3) above shall be borne by the client.
Initial Development and Deployment Costs
1

Initial Development Fixed Costs

Item

Fixed Cost

OSS strategy and architecture consulting (60 manhours)

US$ 3000

Business and operational process definition (100 manhours)

US$ 5000

Solution configuration and deployment (150 man-hours)

US$ 7500

Systems Integration and Testing (300 man-hours)

Initial training & Documentation & Technical support

(150 man-hours)

US$ 15000
US$ 7500

Ongoing Maintenance and Support

Ongoing Maintenance and Support Variable Costs (Annual)
Item

Comprehensive
technical support:

Unit rate

US$ 50 per
man-hour

Minimum Number of
Units per year
600 man-hours (approx.
50 man-hours per
month)

Maximum
Number of Units
per year
1200 man-hours
(approx. 100 manhours per month)

Comprehensive technical support

Dedicated support teams with direct experience with the deployed

environment to accelerate response speed and issue resolution.

Full service 24x7x365 with issue resolution support via telephone,

email and an online trouble ticketing and issue resolution knowledge
base.

Entitlement to all major, minor and maintenance version releases for

the Quanta CRM solution

System health management

LICENSING AND SERVICES

To learn more about licensing options and professional services offered
please send an email to