Amdocs provides customer experience systems and intelligent decision automation software. Their software platform, Amdocs Intelligent Decision Automation (AIDA), allows service providers to automate and optimize operational decision making in real time across the organization using massive amounts of data from various sources. AIDA provides a cohesive view of the past, present and real time data to make intelligent decisions and recommendations for actions. It can process billions of events per day with a response time of 500ms and uses semantic inference, probabilistic modeling and machine learning techniques.

1. Amdocs Intelligent Decision Automation Bill Guinn CTO Amdocs Product Enablers February 7, 2011

2. Amdocs Leader in Customer Experience Systems A Unique Business Model Service Provider Industry Focus Leading BSS, OSS & Service Delivery Products Strategic Services $3.0B in revenue $410M operating income $1.4B in cash More than 19,000 employees Over 60 countries TM Forum’s “Industry Leadership” award. (June 2010) Highest Possible Overall Rating in BSS Scorecard and OSS Scorecard Reports. (Dec 2009, Jan 2010) Leading Telecom Operations Management Systems Vendor Worldwide. (May 2010)

3. Amdocs Intelligent Decision Automation (AIDA) A software platform that allows service providers to maximize business performance by automating & optimizing operational decision making in real time, across an organization

4. AIDA Enabling Intelligent Business and and and and Awareness: seeing information from multiple sources and translating into relevant decision factors: LOGIC ZOOM: EDIT DEPLOY VIEW simple advanced Abnormal Fee Policy VERSION: 1.3 OWNER: User Name MODIFIED BY: User Name DESCRIPTION: Loremipsum dolor sit amet, consecteturadipiscingelit. Sedcondimentum ante euturpisplaceratporttitor. Maecenas vitae lectus non justomollisrutrum at condimentum mi. [Edit] 1. If Customer has a late Fee and Customer Payment Pattern is Good Payer or and Customer Value is not Low Improving Payer 3 then Credit Fee . Dealing with the customer: Amount Received Partial Payment Late Fee Payment Credit Fee Method Customer Payment Pattern

5. Massive scale, billions of events/day == 150M customers 24*7 Cloud Enabled Business real time inferencing and decisioning (500ms response time) Uncoupled integration – open world model – M:M:M : atomic ->abstraction : structured and unstructured data Cohesive past, present, and real time World View True user managed and defined schema and decision factors (concepts) Closed loop learning: decision->actions->effect->learning Low cost <.05 customer/year Stringent Game Changing Requirements

6. Think Act See Actions Decision Engine Events GigaSpaces Application Server - Space Based Container AIDA Runtime Architecture Amdocs Event Collector Container Semantic Inference Engine andBusiness Rules Amdocs Integration Framework Event Ingestion Events Scheduled Events Bayesian Belief Network CRM Revenue Mgt Ordering CRM Other System Other System Other Systems “Sesame” Performance cache Network Business Intelligence Other System Other Systems RDF Triple Store DB RDF Triple Store DB Data Sources Any internal or external system Structured or Unstructured Operational Systems Any operational system

7. Why GigaSpaces

8. Sample ApplicationsMultichannel Guided Interaction Guided Interaction Advisor Virtual Agent

10. Complete customer and world view

11. Cross-channel context awareness

12. Optimizes in-channel and cross-channel scenariosGuided Interaction Advisor Enablers Semantic Decision Engine, Probabilistic Engine, Integration AIDA Business Tools AIDA Business Composer Dev Tools AIDA SDK, ABLE Language Hundreds of Decision Factors World View (Business Ontology) Event Ingestion AIDA Event Collector Events Network Billing CRM Ordering Social Media

13. Guided Interaction Advisor REDUCE CONTACT CENTER COSTS AND IMPROVE THE CUSTOMER EXPERIENCE THROUGH INTELLIGENT AGENT GUIDANCE