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Communication has become more ubiquitous than ever before and the industry pundits predict this is

only the beginning of the hyper-connected digital era. The amount of data carried over

Communication Service Provider (CSP) networks and the number of connected devices continue to

grow exponentially. Global mobile data traffic is estimated to increase nearly tenfold between 2014

and 2019. Over-The-Top (OTT) landscape is expanding rapidly, extending their reach across the

connected device spectrum and the global consumer market, which is having a highly disruptive effect

on operator networks, services and business models. Growing demand for speed, branded content,

personalization and video continues to challenge telecom operators on issues such as new technology

adoption, Customer Experience Management (CEM), network operation efficiencies and Services

Quality Management (SQM).

Operators must rise to the challenges or risk finding their role in theconsumer services value chain diminished

It is important for CSPs to formulate their response to the market changes due to economic,

competitive, business and technology factors and transform themselves from the traditional telecom

business model. A two pronged approach focusing on boosting the efficiency and throughput of the

top-line opportunities while at the same time improving the bottom-line through technical and

operational transformation is the way forward. Traditional models of how to build, sell, deliver and

innovate services for customers will have to undergo change in order to allow CSP to create and retain

their lead and differentiation. Innovation comes in many guises, from designing and delivering better

customer experiences or new business models to inventing, creating, and commercializing new value

for customers. But since innovations typically begin as cost centres, CSPs will have to first find a way to

fund innovation initiatives and then do it very cost effectively like in a lean start-up mode.

CSPs will have to implement profound transformations to their currentoperations

While CSPs can transform their operations in many ways to make themselves more efficient and agile

but the most ambitious programs involve a strong element of centralisation. Examples range from

centralising and standardisation Network Operations Centres (NOCs), adopting common tools,

standardisation, simplification and automation of tools and processes.

CSPs can focus on the following areas when considering an effective efficiency innovation approach:

Ÿ Improving execution efficiency

Ÿ Undertaking operational transformation

Ÿ Enabling revenue acceleration

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TCTS provides leading business transformation, managed network operations, network outsourcing

and consultancy services to telecommunication companies around the world.

TCTS is the design, build and operate arm of Tata Communications, offering transformation services

to fixed/mobile operators and global carriers. TCTS lineage with Tata Communications Ltd., a global

tier 1 operator brings in a unique and relevant operator perspective combined with the transformation

services focus. Many years of experience in transforming, simplifying and managing its own global

networks, services, delivery and operations is what gives TCTS an edge in terms of market awareness,

product knowledge, best practices, vendor neutrality and multi-vendor domain skills that help deliver

real world success and better value for our customers globally.

Meet the operations transformation specialists –We are Tata Communications Transformation Services (TCTS)

State-of-the-art infrastructure

Ÿ Over 210,000 km of owned fibre ring around the globe

Ÿ 400+ PoPsŸ Over 15 terabits of international bandwidth lit

capacityŸ More than 1 million sq. ft. of data centre space

Customers

Ÿ Customers in 197 countiresŸ 1,600 carriersŸ 785 mobile operatorsŸ +10,000 corporate customersŸ +74,000 SME customersŸ +650 corporate customers in South Africa

#1Submarinecable owner

In enterprise and wholesaledata in South Africa

#2

#1Enterprise data in India Data centres with more than 10,000

tracks and 1 million sq. ft.

#44

#1 Internationalvoice carrier

Of all inter-carriertelepresence calls

75%

>75%IP traffic carried

International circuits inoperation

1.2 million

Building and operating one of the largestglobal networks

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Next generation telecom managed services:

Multi-domain and vendor agnostic managed network services with a focus on reducing cost of

operations, enhancing process efficiencies and improving service levels in network engineering,

service delivery and service assurance. In India we manage fixed/2G/3G networks 52,000 sites,

68 million subscribers. We also manage 210,000 km of terrestrial and subsea fibers and 44 data

centres both for Tata Communications and other customers worldwide.

Focus on Revenue acceleration:

TCTS helps operators globally to create new revenues through introduction of New Products (NPI),

monetise these new products (service monetisation) and then help enhancing the Customer

Experience Management (CEM), service delivery and service management. TCTS’s innovative

player-coach methodology has helped several global operators, wherein TCTS experts not only take

to the ground from the launch of the project but also help operators scale up and improve business

performance through co-ownership, right from building strategy, planning and up to execution.

Revenue share, outcome based fee and other innovative pricing models further make this proposition

very attractive.

Business enablement with a focus on building B2B domain capabilities in the Enterprise business and

thereby growing revenues, creating service monetisation and accelerating revenue realisation across

the Quote-to-Cash (Q2C) delivery cycle to enhance customer experience management.

Some examples:

Ÿ We are currently helping CBOs increase their revenues in Middle East, Canada and Europe which is

one of our biggest regions outside India. We also design and audit FTTx networks in Australia and

Canada

Ÿ We are helping operators increase their revenues by selling enterprise services to their

existing/potential customer and we do this through strategic partnerships wherein we work as

extended teams of the operators and also help them with the customer acquisition process.

For such strategic partnerships we have outcome based business models wherein we work with

targets to increase their revenues by nearly 50% and get paid based on the growth achieved or

outcome delivered

TCTS transformation services portfolio is built around two key businessmodels

Creating values in business eco-system byproviding solutions to maximise profitability

Network and services

Audit and consultancy

Business excellence

Businessenablement

• Business processmanagementOperational performance•

Transformation•

improvement

• Network audit and consultancy• Business consulting

• Fulfillment• Assurance• Network engineering and planning

• B2B enablement••

Service monetisationCustomer experience management

2500+ Multi domain/vendor agnostic network specialist across multiple technologies

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Improve end customer experience by enhancing service availability

Reduce costs by optimising people, processesand technology

+Simplify complexity by improving process efficiency

Accelerate time-to-market with proven experienceand expertise

6 Global delivery centres including onsite customer delivery centres

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Business strategy

Next generation managed services

Design Build Operate

Operating model CAPEX management Acceptance OPEX management

Enhanced customer experience management

Technology agnostic and vendor neutral

Wireless Wireline Infrastructure Audit Security Revenue assurance

BES

Telecomservices competency

Process

• Process design• Process compliance-eTOM BPF• Process re-engineering-six sigma

Domain expert with certification likeCisco/Juniper, CISSP, eTOM ITIL, PMP, Prince 2People

• Multiple platforms• Expertise on industry leadership technology• Automated infrastructure

Technology

Expertise across multiple technologies andvendors backed by global telco heritage

Critical success factors Services and capacityplanning

Documentation control Network optimisation

Key risks and assumptions HLD/LLD conception Network implementation Performance management

Regulatory overview Vendor evaluation Material and logistics Service assurance

Market analysis Technology evaluation Program management Service fulfilment

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Demonstrating success

Experience transformation

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Our next generation managed services drive centralisation, standardisation, continuous improvement

and Telco transformation programs for operators globally. TCTS's next generation managed services

creates value through strategic partnerships with CSPs and goes far beyond just operational

efficiencies. Shifting operational focus from network quality to service quality and customer

experience, TCTS enables operators with new techniques and processes embodied in SQM and CEM

through deployment of Service-Operations Centres (SOC) alongside traditional Network-Operations

Centres (NOC).

TCTS solutions teams work with global customers to drive focus on revenue acceleration initiatives

and constantly engage with operators to redesign/re-engineer their processes to deliver real value of

managed services which is transformational. TCTS has built unique differentiators in the form of

capability, competence and proprietary frameworks to help operators realise significant efficiency and

transformational gains in following areas:

Ÿ Growing top-line opportunities

Ÿ Improving operational efficiency

Ÿ Customer Experience Enhancement/Management (CEE/CEM)

Ÿ Service Quality Management (SQM)

TCTS is one of the few managed services providers globally who have been able to demonstrate that

the transformation led managed services approach based on strategic partnerships with focus on

Total Value of Ownership (TVO) and beyond the traditional Total Cost of Ownership (TCO) model

coupled with business enablement has helped operators successfully and profitably embrace network

outsourcing.

Our next generation managed services model is based on almost a decade of experience gained by

collaborating with CSPs to implement an approach where TCTS helps CSPs both on efficiency

innovations and transformation. This done by looking at some key areas such as:

Ÿ Right skilling, right shoring and right sizing of operations

Ÿ Optimise and streamline all the relevant business processes end-to-end

Ÿ Processes standardisation within multi geography operations across OpCo to design and deliver

efficiencies via centralisation and consolidation

Ÿ Network modernisation, simplification and transformation including helping migrate CSP’s and their

customers from legacy to NG-networks

Ÿ Continuous Improvement Plans (CIP) to drive operational efficiencies

Next generation managed services from TCTS

TCTS brings the right experience and understanding of global network operation to deliver

transformation led managed services which not only optimise processes, operational environment,

but also focus on revenue enhancement and revenue acceleration

As part of transformation led managed services, TCTS constantly engages with operators to shape

their business strategies and design, build and operate their networks. Combining this with TCTS’s

professional service offerings we deliver real value of end to end managed services.

Our wide range of Professional Services (PS) encompassing business, network, field services and

security enable operators with value proposition in terms of cost, speed, innovation, alignment and

implementation.

3Telecom Network Operations Maturity Measurement Model (TNOM ) developed by TCTS to assess

and improve network operation performance has been nominated for TM forum’s excellence awards

and successfully implemented for our global customers.

Run > grow > transform operations: lean service factory model

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Managed services portfolio

• Network service design andactivation

• Product lifecyclemanagement

• Test lab servicesServ

ice layer

Network engineeringC2M FulfillmentL2C AssuranceT2R

• Service request management• Disconnects• Provisioning• Feasibility• Order management

• Customer helpdesk (L1)• Service Operations centre (SOC)• Performance and SLA management

• New technology introduction• Network design and

implementation• Project management for

network rollout• Capacity management• Optimisation • Rationalisation and migration

• Pre-sales network feasibility• Inventory management• Planning, designing,

implementation and testing of

customer last mile access

• Network Operations centre (NOC) L1/L2/L3 services

• Network fault management• Infrastructure monitoring

• Site survey, feasibility• NE installationand

commissioning• EMF measurement• Benchmarking• Fiber rollout

• On-field feasibility• CPE installation, test, configuration

• Physical cabling• Off-net partner management

• OSP and ISP maintenance• Repair and return• Spares management

Netw

ork

layer

Fie

ld s

erv

ices

network

Evolved andtraversed throughmultiple

technologyfrontiers

Mobility

LTE, 3G, GSM, WiMax,

microwave, core network,

backhaul

Security

Firewall, UTM, IDandP, DDoS, vulnerability

management, VAPT, SIEM

Access

DSL, ADSL, ethernet,

Wi-Fi, MMDS, LMDS

Transport

DWDM/CWDM, SDH/

SONET, MetroE

IP

L2/L3 Ethernet, MAN, global WAN MPLS,

EoSDH, VPLS

Voice

TDM, VoIP, VoLTE

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Ÿ Technology and

business strategy

consulting

Ÿ Marketing and new

service development

Ÿ Cap-ex/Op-ex modeling

Ÿ Consultancy for complex bid

management revenue assurance

Ÿ CW resting and model tuning

Ÿ Network bench marking

Ÿ EMF-saftey code 6

Ÿ Network audit services

Ÿ Small cells

Ÿ Wi-Fi

Ÿ IREG_TADIG testing

Ÿ Lab-IOT

Ÿ Backhaul solutions

Ÿ OSP design services

Ÿ Training services

Ÿ Customer experience

management

Ÿ Program management

Ÿ GIS solutions

Ÿ Data centre solutions

Ÿ Network migration services

Ÿ Drive test

Ÿ Network optimisation

Ÿ Emf-ICNIRP

Ÿ Site audit

Ÿ OSP and ISP

Ÿ Asset management

Ÿ Work force management

Ÿ Technology vulnerablities

Ÿ Network and data security,

privacy and compliance audit

Ÿ Device management and security

Ÿ Application management and

security

Ÿ Penetration testing

Ÿ Intrusion detection and

prevention

Network counsultancy Field services

Security

Value proposition for customer

Identification of cost savings opportunites

Faster 'time to market' with new product/ technology/services

Add new products to portfolio to enhance offerings and reduce churn

Alignment of products and services to business objective of customer organisation

Cost Speed Innovation AlignmentImplementation

support

Beyond recommendation- strategic partnership for benefit realisation

Business

Ÿ Tools assement

Ÿ Test automation

Ÿ Q2C automation

Platform strategy

Revenue assurance

Ÿ Revenue leakage audit and risk

assement

Ÿ Usage stastictics, transaction

capture, execution

Ÿ Detective, corrective and

preventive controls

End to end wireless and wireline managed services

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B2B enablement Service monetisation Customer experience

management

Business process and planning

• Strategy execution plan

• Global footprint plan

• Quote to cash process

• Network engineering

• Tools and automation

(OSS/BSS)

• Deploy best practises

• Player coaches concept

Product

• Portfolio management

• Product development/NPI

• Product lifecycle

management

• Partner ecosystem

• Technology assessment

• Pricing

Marketing

• Market positioning

• Marketing, product collaterals

• CRM

• CSAT

Sales enablement

• GTM plan

• Business development

• Lead management

• Sales incentive plan

• Partner ecosystem

Sales engineering

• Pre-sales

• Technical solutions

• Business solutions

• Bides and commercial

management

• Order management

• Client project management

• Service delivery

- Provisioning

- Disconnects

- Feasibility/access

management

• Service assurance

- Technical support centre

- Service support centre

- Network operation centre

• Service management

• Field services

• Revenue assurance

Strategic advisor and execution partnership for global operators based on player-coach model

Improvedcustomer acquisition

Enhancedproduct portfolio

Fasterrevenue realisation

Differentiated customerexperience

Improvedprocess efficiencies

Reducedcost ofoperations

Strategicobjective

Businessdrivers

Key successcriteria

• Renewed market positioning as integrated Communication Service Provider (CSP)

• Revenue growth• Revenue realisation

• Improved profitability• Gain in enterprise market share

• Domain skills and experience• Building capabilities for sustainable growth

• Improved customer acquisition• Service monetisation

• Accelerated service delivery• Enhanced Customer Experience Management (CEM)

Global footprint

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Interconnect order management for US based company

Assurance, provisioning and network engineering for a leading wholesale carrier

Centrex service delivery and assurance, CPS assurance, access network inventory management, converged edge and ADSL to VDSL migration for a leading Canadian telco

Core and access network provisioning and PBX assurance for a leading Canadian telco

Tele presence help desk services for a US based company

High band width service delivery and service assurance for Trans Cable segment for a Global Internet company

Vendor evaluation & POC for WiMAX roll-out for a Argentinian media service provider

Network operations audit & bench marking for a leading Irish telecom company

NOC design, consolidation and service assurance for a large European telco

Consulting engagement for capacity management & NOC off-shoring for a Russian WiMAX operator

Operations, assurance, administration and maintenance (O&M) for a greenfield submarine cable company

Process design, NOC set-up, customer provisioning and operation for a Nigerian telco

Business enablement and building organisation for African telco

Consolidated operations, assurance and managed security for a converged telecommunications operator in South Africa

Business enablement for a Middle East telco

Business enablement and enterprise service delivery for a Middle East telco

Field operation that includes fiber maintenance and managing service fulfillment cycle and assurance

CDMA network audit for a new cellular company in Indonesia

Business enablement

Network engineering

Service fulfillment

Service assurance

Audit & consulting

NOC, provisioning, engineering for a leading wholesale carrier

Process consultancy, service delivery for access and core network, network planning and engineering for a leading UK telecom giant

Network energy audit for a large UK based telco

Order management for broadband and pstn services, field delivery support, centrex activation and assurance for a Australian telco

PON design services for Australian customers

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Industry awards and recognitions

First tool to quantitatively measure and provide a single index

of the maturity and capability of network operations

Based on

Finalist ‘Best

Managed

Services

Provider’

category

Best 10

Leaders in

revenue growth

By regions served -

best 5

By regions served -

best 20New to list in 2014

Companies in

Canada

Companies in

Middle East

Leaders in

employee growth

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About Tata Communications Transformation Services (TCTS)

Tata Communications Transformation Services (TCTS), a 100% subsidiary of Tata Communications Ltd,

provides leading business transformation, managed network operations, network outsourcing and

consultancy services to telecommunication companies around the world. TCTS delivers operational

efficiency, cost transformation and revenue acceleration solutions for all the stages of the carrier

process lifecycle including but not limited to network engineering and design, implementation and

operations functions.

TCTS is a part of the USD $100+ billion Tata group. Tata group comprises of over 100 operating

companies in seven business sectors. With presence in more than 80 countries across six continents it

has a market capitalisation of USD $100.10 billion. TCTS leverages the market expertise of Tata group’s

global telecom operation capabilities and globally established IT, process and consulting skills. It carries

the rich traditions and business ethics of the Tata companies.

TCTS is head quartered in Mumbai, India with global offices in Europe, North America and Middle East.

TCTS has two world class India delivery centres in Pune and Chennai. These facilities operate

completely independent from its parent affiliate, preserving full confidentiality in managing all

customers’ business processes.