e-Business Solutions for theTelecommunications IndustryJanuary 2001

© 2001 Entrust, Inc. All Rights Reserved

Defining the Telecommunications Industry ...............................................................3

Trends Impacting the Industry ...................................................................................4

Current Initiatives in the Industry..............................................................................4

The Value of Trust in Telecom e-Business .................................................................5

The Financial Benefits in Becoming an e-Telco .........................................................6

Security Solutions for the Telecomunications Industry ..............................................8

Entrust Portal Management Infrastructure (PMI) ....................................................8Entrust Public Key Infrastructure (PKI) ....................................................................9Entrust Telco Trust in a Box ..................................................................................10Entrust.net Inc. .....................................................................................................10Entrust@YourService .............................................................................................11

The Benefits of Entrust Solutions for a Telco/ISP ....................................................11

Entrust Solution Benefits

Entrust Solutions Deployed in the Telecommunications Industry............................12

Case #1: Focusing on Self-Services to Gain and Retain Customer.........................12Case #2: Leveraging Trust for Competitive Advantage .........................................14Case #3: E-Enabling Business for Easy, Efficient Operations ..................................15Case #4: Optimizing Customer Serivce to Improve Satisfaction and Control ........15Case #5 and #6: Ensuring Customer Loyalty and Scalable Customer Care ...........16

Summary and Conclusion ........................................................................................16

Table of Contents

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e-Business Trust Solutions for the Telecommunications Industry

The purpose of this paper is to discuss e-business trust solutions for thetelecommunications industry. This paper will begin by defining today'stelecommunications industry, and reviewing the current trends and the resulting initiatives being implemented by its members. Next, this paper will outline the business and financial upside of becoming an e-Telco, and how security infrastructure technology can leverage those returns. Finally, it will provide examples of secure e-business solutions that have been implemented by Entrust, the global leader in trusted e-business, and the resulting benefits for the leading telecommunications companies that chose them.

The telecommunications industry is undergoing revolutionary change that is redefining the marketplace and creating lucrative opportunities for legacyand new players. Less than ten years ago, it was very easy to identify atelecommunications company. Primarily, telecommunications focused ontelephony and providing telephone service, with data services only beginningto gain in popularity.

Today, there are hundreds of telecommunications companies, and they aremore difficult to categorize:

- The evolution of digital technology is enabling the convergence of all forms of information - email, video, audio, graphics and text - that must be communicated.

- The Internet has become a key communications medium and it has facilitated society's evolution as a global community.

- Deregulation is happening around the world.

- Legacy long distance carriers are reinventing themselves to address growing customer and competitive demands.

- New entrants are creating and packaging services that merge the ingredientsof both communications and information technology (IT) and blur theirboundaries.

- Other industry players are offering telecommunications products/services to leverage their core businesses.

Therefore, a definition that acknowledges these changes, but is as simple as possible,is that a telecommunications company is one that offers voice and/or datacommunications related products and services as its primary business. This industrydefinition then includes cable providers, cell phone manufacturers and InternetService Providers (ISPs).

Defining the Telecommunications Industry

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Five key trends are impacting the telecommunications industry today:

- The rapid evolution of the Internet: According to the June 12, 2000 issue of Fortune Magazine, it is expected that by the year 2003, 70% of the U.S.population will be using the Internet and per Forrester Research, business-to-business (B2B) revenue will approach $1.3 trillion. Interest in the Internet already spans across all customer markets and one consistent concern is security, regardless of the customer's size or degree of activity.

- The demand for data: By next year, the demand for data is predicted to be twotimes that for voice (Business Week, January 10, 2000). One of the morepervasive examples of that demand is the customer's pursuit of high speedInternet access.

- New and improving technology: Although new technology is having an impactthroughout telecommunications, one of the most visible areas is the wirelesssector. According to the June 26, 2000 issue of Telecommunications Magazine, by the year 2003, U.S. cell-phone penetration is anticipated to be 60%, withJapan approaching 70% and Europe over 80%. As the technology improves, the prices go down, and the demand will increase even more.

- Demand for services: Business customers want to focus on their core business, andprocure outside services for non-strategic functions. In addition, both businessesand consumers want to be empowered to have access to services and information when it is convenient to them, e.g. ordering and order status.

- The changing regulatory environment: Deregulation is encouragingtelecommunications companies to enter each other's markets, resulting inincreased competition from both traditional and new entrants. This increased competition further stimulates globalization, as companies move to add geography, customers, expertise and technology to their businesses.

In telecommunications, both new and legacy telecom competitors are reacting tothis environment and its trends by adopting a series of initiatives targeted to helpthem survive and thrive:

- Build or acquire more network capacity to respond to universal demand

- Develop new revenue sources, businesses and environments

- Create and/or package new offerings

- Develop and/or package targeted "killer" applications to further drive Internet useand associated revenues

- Incorporate security into supporting IT infrastructure to address customer concerns

- Partner or acquire to provide "best of breed" integrated customer solutions andgain competitive advantage

Trends Impacting the Industry

Current Initiatives in the Industry

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- Sell services across all markets, prioritizing and packaging them differently for each market

- Develop and provide access services to support the user wherever s/he is,whatever communications device s/he is using, for voice and/or data

- Attract and retain more customers by improving customer service and aggressivelycross selling

- Leverage the Internet to become a more efficient, profitable e-business

Leveraging the Internet will be key, since as predicted by the Gartner Group, thevolume of business-to-consumer (B2C) transactions will reach $380 billion by 2003,and B2B will exceed $7 trillion by 2004.

In order for telecommunications companies to successfully leverage the Internet,they need to develop a new perspective on doing business. To start, e-business isdigital, not paper-based. In the e-commerce world, a successful telecom companymust be able to feel confident that in this new digital environment, onlyauthenticated customers, employees and partners have access to protectedapplications and content. The telecom company must also be able to provideauthorized access on a highly individualized and specific basis. The integrity andconfidentiality of all information, whether stored in the Telco's database or in transiton the Internet, must be protected in order to preserve customer confidence. Finally,both parties need to be assured that once a transaction is complete, that an audittrail is maintained and that the other party cannot later repudiate, asserting that thetransaction never took place.

As the above figure graphically illustrates, the need for trust increases as a telecomcompany and its customer mutually value the substance of a transaction.

The Value of Trust in Telecom e-Business

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Self Provisioning - Complex Services

Self Provisioning - Simple Services

On-Line Bill Payment

On-Line Bill Presentment

Self-Service Business Orders

Self-Service Consumer Orders

Web Presence (Basic Info on Services)

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If a company can provide this trusted environment, not only will businesstransactions be secure, but trusted e-business can:

- Open new markets that can only be supported in a secured environment

- Improve cost effectiveness by better utilizing automated systems

- Build competitive advantage with accessible, user friendly customer services

- Shorten time to market by facilitating the introduction of new applications ofservices

- Forge closer, more productive business relationships with convenient efficientprocesses

- Mitigate risk using a secured transaction infrastructure

In addition to the business reasons for implementing a trust infrastructure, thefinancial benefits of becoming an e-Telco are also considerable.

- Procurement - By moving procurement on-line, one leading Telco is expecting atransactions cost savings of 90% and a direct savings of $1 billion (perPricewaterhouseCoopers).

- Customer Care - On-line order management, customer self-services, help desk andtechnical support can dramatically decrease cost from over $700 for a field visit to$100 for a call center contact to $7.50 for a Web site interaction (per Forrester).

- Billing- One large global Telco has stated that services such as electronic billingand payment allow it to save $1 for every bill the customer pays on-line (perPricewaterhouseCoopers).

The Financial Benefits in Being an e-Telco

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All of these savings add up. PricewaterhouseCoopers (PwC) evaluated a residentialTelco with 10 million lines and a cost base of $5 billion. The potential savings wereestimated to be as follows:

Initiative % Savings $ Savings

1. e-Procurement for all third party spending plus 10-15% $200-300Msupply chain integration for major equipment purchasing.

2. e-Enablement (and potential outsourcing) of 25% 110Mfinance, HR and other back office functions

3. e-Enablement (and potential outsourcing) of 20% 50MIT Operations and development

4. e-Enablement of customer acquisition, 20-30% 20-30Msales force operations and customer care

5. Outsourcing of network construction 10% 150M(not includingseparate procurement opportunities)

6. e-Enablement of field force operators and 15-20% 70-90Mmanagement (providing service and equipment)

7. e-Enablement (and potential outsourcing) of 20% 110Mbuilding/facilities management plus enabledremote working

8. Possible double counting (40M)

TOTAL SAVINGS $670-800M

The above e-business initiatives not only represent a potential savings ofapproximately 20%, but according to the PwC evaluation, these annual ongoingsavings also yield an increased shareholder value of up to 30%. In summary, theopportunities to realize new organization-wide efficiencies are widespreadthroughout the telecommunications organization from supply chain optimization toenhanced customer services (and resulting in loyalty and satisfaction). Therefore, thefinancial potential of secure e-business for the telecom industry is significant.

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Security solutions provide telecom companies with the capability to reap thesebusiness and financial benefits in securely managing e-business relationships witheach employee, customer, partner or vendor in accordance with the policies,processes and procedures that are unique to its business. Security infrastructureproducts allow Telcos and ISPs to offer more secure and personalized access to aninfinite variety of applications and services, whether for internal or external use. Thisscalable infrastructure provides access, authentication and authorization capabilitieswith minimal administrative intervention, supporting rapid deployment of newservices to a constantly changing population of users. In summary, theimplementation of this infrastructure can facilitate the generation of additionalrevenue, reduction of operating costs and the creation of competitive advantage.Without it there is no trust and e-business potential is very limited.

Entrust is the global leader in solutions that bring trust to telecom e-business for business-to-business (B2B), business-to-consumer (B2C) and theenterprise. The following paragraphs describe five trust solutions offered by Entrustthat will enable telecommunications companies to achieve theirmaximum e-business potential.

1. Entrust Portal Management Infrastructure (PMI)

For Web-implementations, Entrust's PMI offering, getAccess™software,offers a single sign-on portal framework that integrates with a variety ofauthentication methods including digital certificates (such as those issued by Entrustand other security providers) and user name/password. The getAccess solution buildsan individualized portal navigation menu for each user at login, and afterauthentication via digital certificates and/or other security methods of the Telco'schoice, the user is presented with only the services and information he is authorizedto access (in the language of his choice). This approach provides the security ofprotected resources, while extending the "red carpet treatment" to every userworldwide, thereby promoting customer retention. In addition, getAccess passesauthenticated user information to applications and delegated administration allows a Telco to parcel out user administration to business units, customer organizations oremployee functional groups. Best of all, the getAccess software supports wirelesscustomer access, allowing convenient single sign on, anywhere mobile service isavailable, anytime.

Security Solutions for the Telecommunications Industry

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In summary, the getAccess solution provides the means for a Telco to do business on theInternet more quickly and with greater flexibility, to support new and legacyapplications and services, and to do so for customers, employees and partners, as itexpands its business globally. The getAccess software also addresses a fundamental painfor many telecom companies - the difficulty of integrating a vast array of backofficelegacy systems.

2. Entrust Public-Key Infrastructure (PKI)

The Entrust/PKI™ software allows a telecom company to encrypt, digitally sign andauthenticate electronic transactions across applications, in a heterogeneous environment,with best-in-class certified security. Entrust's managed PKI provides a cost-effective, managed and easy to use solution that automates security-related processeswithin the Telco organization. With the Entrust/PKI solution, users don't need to knowanything about security, as the PKI operates transparently on their desktops. Entrust/PKImanages it for them.

.

Personalized e-Business Relationships-Acquire, Retain and Grow the Customer Base

RELATIONSHIP EVOLUTION

Role = Prospect

Role = Catalog Company info Industry news

Role = Qualified Prospect

Sales management, order processing, trouble reporting,publishing, training, accounting, inventory management…

User roles Access rights Resource rules

Role = Previous +• Price lists• Product config/avail• Promotional offers• Competitive info

Role = Buyer

Role = Previous +• Order configuration• Order entry/ack/status• Bill present/payment• Call center

Role = “Gold” Customer

Role = Previous +• Support info. library• Training• Awards• Forums• Promos

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In regard to implementation, the Entrust/PKI solution can be flexibly deployed to meetTelco requirements across multiple applications including those for e-mail, the Web, Webremote access/Virtual Private Network (VPN), Enterprise Resource Planning (ERP),desktop and wireless. In addition, the Entrust/PKI solution adheres to open standards,providing a single seamless interoperable security layer. Entrust/PKI solutions offer best-of-breed security that is easy to use, with single sign-on for all applications, even theoperating system, from any workstation. Having a PKI security infrastructure means thatTelco/ISP offerings such as VPN, e-mail and wireless now provide the trustedenvironment required to conduct B2B, B2C and enterprise e-business.

3. Entrust Telco Trust in a Box - Integrated PMI and PKI

For telecom companies that want to fully e-enable their businesses, Entrustprovides an integrated security infrastructure solution, "Telco Trust in a Box", with allthe benefits of single sign-on portal management plus certified PKI security. Features ofthis robust, scalable, interoperable and easy to implement system include integratedenrollment and user management. As a result, users will only need to enroll once, andbased on their privileges, will have access to all designated Telco resources, whether theyare protected by Entrust PKI technology or other methods such as password. Thisintegrated solution provides the means for a telecom company to rapidly achieve boththe business and financial benefits of trusted e-business using a feature rich, moresecure, open infrastructure to support both new and legacy applications for B2B, B2Cand enterprise requirements.

4. Entrust.net Inc.

Entrust.net Inc., a subsidiary of Entrust, also offers a new revenue-generating e-business for the telecom community: the Entrust.net™ Affiliate program.Entrust.net creates a Telco/ISP branded Web site for automated digital certificatepurchase and delivery, tailoring the look and feel to the Telco's/ISP's requirements, usingthe company's graphics, etc. Entrust.net provides the entire branded registration process,and does all certificate processing and key management (certificate creation, revocation,etc.). In addition, Entrust.net spearheads a joint global launch, including public relationsand marketing to ensure the program's success. Entrust.net also provides statistics onsales volumes and customers to assist in the Telco's/ISP's monthly settlement process,all Entrust.net marketing materials and technical support. This offering provides aTelco/ISP with the opportunity to:

- Immediately be a major player in e-business and grow with the industry

- Gain a top line revenue opportunity

- Strengthen Telco/ISP branding by offering new e-business capabilities for customerinteractions

- Leverage the proven Entrust.net infrastructure

- Become an enabler of secure e-business as a trusted third party

- Offer Web and Wireless security from your Web site in less than two weeks

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5. Entrust@YourService™

Entrust recently announced a new managed service offering calledEntrust@YourService, a service designed to offer an outsourcing alternative to telecomand other businesses. With this offering, Entrust provides secure, reliable hosting of theCertificate Authority (CA) and Directory to support issuance of fully managed IDs.Desktop solutions may be purchased or leased. Entrust performs Web-based policyconfiguration and administration and supports Telco/ISP branded user registration at theWeb site. Operations and support are provided 24 hours, seven days a week, withregular backups, system maintenance, reporting and fail-over for business continuity.Telcos/ISPs also have the option of migrating operations in-house at a later date if theychoose. The benefits of outsourcing include:

- Freeing up critical resources to focus on telecom core competencies

- Reducing risk by relying on Entrust expertise

- Shorter time to market

- Reducing up-front costs, and ensuring predictable ongoing costs

All of the aforementioned Entrust products and services offer a number ofbenefits to telecommunications companies. As indicated, these trusted solutions facilitatethe generation of additional revenue e.g. the Entrust.net Inc. Affiliate program, thecontrol/reduction of costs e.g. via implementation of secured e-business processes andthe creation of competitive advantage e.g. secure VPN. Specific solution benefits include:

Trusted authentication of e-business customers, partners, vendors and employees

Proper authorization - who gets to see and do what

Non-repudiation of transactions

Confidentiality of sensitive information

Data integrity, transaction audit trails

High reliability and availability

Single point of entry and single sign on access to content and applications

Dynamic generation of a personalized menu in the user's language of choice

Rapid time to market by allowing diverse applications to share a common authentication,authorization and administration infrastructure.

Flexible deployment and evolution of e-Telco services that plug into a single entrustsecurity infrastructure

Flexible administration to allow the delegation of resource and user control deep intolines of business

Reduced deployment and administration costs for a managed security system that isscalable to millions of users and interoperable with other security solutions

The Benefits of Entrust Solutions for a Telco/ISP

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Entrust has significant experience providing secure e-business solutions toa variety of telecommunications companies. Telecommunications companies around theworld have relied on Entrust products and services. The following examplesillustrate how Entrust portal management (getAccess) and PKI have been deployed intelecommunications companies.

Case #1: Focusing on Self-Service to Gain and Retain Customers

The Challenge:

A European provider of services to both consumers and businesses employed Entrustto extend its computing infrastructure to its customers. For several years,this company recognized that the entry of several well-funded new competitors requiredthat it provide customers with new and compelling technology-based services.Accordingly, its various business units were early and aggressive adopters of Web basedinitiatives. Over time, approximately 60 Web sites evolved that provided basicinformation about products and services. However, there was little infrastructure ordesign consistency between these Web sites. The result was duplicated resources,customer confusion and a lost opportunity to strengthen the company's brand. Thecompany recognized the need to consolidate all of these disparate Web initiatives inorder to create a coherent look and feel across all business units and to provide itscustomers with services that transcended simple product and service information. Inaddition, the company decided to harmonize its Web initiatives with all other interactionswith its customers (e.g. public kiosks, telephone call center, sales force and point of salelocations). By capturing and recording information about all of these interactions, thecompany could gain a more complete profile of its customer service needs. It hoped touse this information to expand its market over the long term.

The Solution:

As a first step, the company recognized that it needed to provide customers with a wayto order products and services on-line. Further, it needed to organize its Web sitesaccording to customer needs and perceptions rather than according to the company'sorganization chart. An indispensable element of this first step was to provide customerswith a single point of access to the application portfolio of the consolidated Web sites.The solution was to provide each customer, consumer or business, with a customizedentry Web page to its consolidated Web sites. Entrust provided thefoundation for this one-to-one customer interaction solution based on the getAccessoffering.

Entrust Solutions Deployed in theTelecommunications Industry

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Consistent look and feel was only the first step. The company embarked on a programof continuous adaptation to its customer's needs by launching a variety of e-commercecapabilities. The company was able to restructure its interactions with customers andprovide each with a more secure, consolidated, and personalized set of applications. Thefollowing table shows the range of applications available to each subscriber:

Entrust provided the fundamental security infrastructure to build anddeploy this solution. It allowed the company to focus the work of over 70 contentproviders down to the individual customer. Most importantly, all of this content wasprovided with a consistent look and feel and was relevant and personalized to eachcustomer. Customers no longer had to remember separate passwords for multiple serviceentry points.

The Benefits:

This entire effort resulted in a variety of benefits to the company and its customers. Theconsolidated Website quickly became one of the top 5 most visited sites on the Internetin the company's geographic territory. Moreover, each customer who visited the sitespent significantly more time at the new Website than they did at the former collectionof Web sites. The company's customers have shown a marked preference for this formof interaction. For this reason, the customer loyalty benefits of this new capability areobvious. The cost savings that resulted from eliminating duplicate computing resourceswere considerable. This translated into dramatically lower customer transaction costs.Over the long term, the provision of a single point of entry has provided a mechanism tocollect data that will be used to provide better customer service and to help cross sellmore products and services. Finally, the company's brand was strengthened in relation toits competition. Currently, the company's Entrust infrastructure supportshundreds of thousands of users, growing to a planned user community of 5 to 10million in the next few years.

- Personalized homepage for each userwho registers

- Personalization of sales and marketingmessages to five different customersegments

- Payment of bill

- Viewing of account status for fixed,mobile and Internet services

- Address Book

- E-mail

- Bonus program NetBonus service(Frequent buyer partners)

- IP Telephony

- Personalized content such as news,hints and special offers

- Activation/de-activation of fixed andmobile telephony services

- Bill viewing and request of detailedbilling information mobile telephonyservices

- Analysis of mobile bill

- Self service customer care center(including FAQs)

- Site wide searching engine

- BroadVision shopping engine

- Search of Yellow Pages or White Pagesand addition of addresses to addressbook

- ICall (Internet based phone service)

- Security Solutions (for personalaccounts and personalization)

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Case #2: Leveraging Trust for Competitive Advantage

The Challenge:

A global telecommunications company located in North America recognized thatcompanies of all sizes around the world were seeking to buy complete networkingsolutions rather than build them internally. Moreover, it noted the need for trustevolving in response to the increased role that the Internet was playing in mostcorporations. As a result, it decided to introduce a secure Virtual Private Network (VPN)solution on a worldwide basis. This offering would provide its customers with thesecurity and control benefits of a private network and the economies of scale of a sharedinfrastructure. While this company had the network and the expertise to build, deployand manage all aspects of this networking solution, it needed to be able to provide asecure and scalable infrastructure for its customers if the VPN offering was to generatesignificant customer interest. The company also projected that the VPN offering wouldultimately need to support millions of users.

The specific requirements for this offering included secure remote access, secure remoteoffice connectivity, and secure extranet connectivity. Its customers needed remotedesktop access to corporate LANs using dial-up, ISDN and broadband. They also neededto have access to high bandwidth connections between remote offices and existingcorporate networks. Finally, these customers needed to support access to their networksby their customers, partners, and suppliers. Security and encryption were basic dominantrequirements for all of these forms of access.

The Solution:

During the planning process prior to launch of this VPN service, the company researchedvirtually every PKI product on the market. In addition, since it had extensive IT andsecurity expertise, it also considered developing its own PKI infrastructure. Afterthorough analysis, the company opted not to develop internally and chose Entrust overall other external alternatives, since Entrust/PKI was the only solution that couldsupport the growing scalability requirements since the automated key lifecyclemanagement features of Entrust/PKI allow it to scale to millions of users. In other words,as users' keys expire, the ability of Entrust/PKI to automatically generate new keystransparently to the end user was an important benefit. As a result, since this processwas automated and did not require any end user intervention, the company was able toavoid the cost of building and maintaining a key management call center and itssupporting computing resources.

Another important scalability characteristic of the Entrust/PKI solution was that it iscarrier grade, meaning that it has provided extremely high availability and recoverabilityfor very large user populations. Together, all of these capabilities distinguished Entrustfrom the other solutions that the company considered.

The Benefits:

Customer response to this VPN offering has been extremely strong. Since theintroduction of this secure VPN service, the company has consistently exceeded itsinternal goals for deploying new customers. This service has also positioned thecompany for strong growth as VPN continues to be perceived as the best alternative toprivate networks.

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Case #3: E-Enabling Business for Easy, Efficient Operations

The Challenge:

A worldwide supplier of networking solutions to large enterprises, andtelecommunications infrastructure to carriers, was in the process of migrating much ofits business operations to the Web. This company had invested over several decades inapplications that ran on IBM mainframes and various client/server platforms. As part ofits strategic plan, it decided to Web-enable nearly its entire application portfolio.

The Solution:

The company chose Entrust for a variety of reasons. First, it had a crucialneed to get to market immediately across Europe and Asia. It decided, after evaluatingEntrust and several other vendors' offerings, that the Entrust/getAccesssolution was not only functionally complete, but could also be deployed rapidly. It alsomade a detailed examination of the references provided by all vendors and concludedthat other Entrust customers were highly satisfied with both thetechnology and support. Entrust was able to integrate its products into alarge scale IBM operating environment in a way that fully satisfied this company'srequirements.

The Benefits:

Ultimately, this strategy will allow this telecom company to support the e-businessinformation needs of customers, employees, and business partners. This companyexpects that over 150,000 of its staff will access applications over its intranet. Eventually,this system will also support 500,000 customers and suppliers as well as over 1 millionconsumers on an extranet. Over the longer term, tens of millions of the company'swireless customers will also use this solution to access various business applications overa variety of access devices including Wireless Application Protocol-enabled (WAP)phones.

Case #4: Optimizing Customer Service to Improve Satisfaction and Control Costs

The Challenge:

A major North American provider of business data services wanted to offer a variety ofcustomer service applications on-line for its customers. These B2B applications, whichwould be made available in phases, included bill presentment and payment,collaboration, reporting, account management, order status, inventory, and troubleticketing. All of these various applications were hosted, however, on a variety of serverssuch as Lotus Domino and Weblogic. An even bigger challenge for the company was theneed to cutover Phase I of its applications in less than six weeks time.

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The Solution:

The company selected getAccess, obtaining proof of concept while preparing for thePhase I implementation. getAccess provided a feature rich infrastructure that wouldsupport all the company's applications and the variety of servers in its environment.When Phase I went live, each business customer of this company then had the option ofreceiving and paying its bill over the Internet. The applications also allowed customers toorder more telecommunications services. In addition, the getAccess solution enabledindividuals in the end customer's organization to obtain a complete picture of itscompany's use and interactions with the company. This capability was facilitated by aset of reporting applications that are presented to the authorized user.

The Benefits:

This extension of the company's information technology infrastructure has allowed it toprovide better service to its customers. In addition, since processes such as ordering andbill payment are automated, costs are controlled/reduced. Individual customer bills anddata are more secure and isolated from those of all other customers and s/he maysubscribe to a different set of application functionality. Moreover, these corporatecustomers have benefited by gaining visibility into their use of the company's services,receiving faster installation of additional services, and having the convenience of doingbusiness on-line.

Cases #5 and #6: Enhanced Customer Loyalty and Scalable Customer Care

Entrust PKI/PMI products have also permitted several large North Americantelecommunications companies to scale to meet the demanding needs of consumers byallowing them to access to their internal systems. For example two of these companieshave implemented getAccess configurations that will support over ten millionconsumers. The applications that will be provided to consumers include customizedportal navigation menus, self-service user registration, profile management, and theability to present billing on-line. In the case of both of these companies, Entrustwas able to meet stringent standards of scalability and performance. Inaddition, these companies both believe that extending their infrastructures to consumershas enhanced customer loyalty.

As shown in the preceding pages, trust in telecom e-business offers significant strategicbusiness and financial returns. Security infrastructure technology provides the foundationfor the secure user-focused e-business systems required to attract and retain customers,increase revenue, control costs, and gain competitive advantage. As the examples inthis white paper indicate, Entrust provides scalable, flexible, trust solutionsfor the telecommunications industry, and has successfully implemented systems inmany different types of telecommunications environments. Whether atelecommunications company is extending its network to existing customers or rollingout completely new services, Entrust has the experience and expertise tobring the advantages of trust to telecommunications e-business.

Summary and Conclusions