Transcript Alcatel

Enhancing Enterprise Productivity with
Managed Communication Services
Gabriel Karam
Marketing & Business Development Manager
Middle East Africa, India & Turkey
ATIF 2006 - May 25th, 2006 - Shangri-La Resort Muscat
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What are we here to speak about?
What is it?



Managed
Communication
Services
Managed: by a Service Provider
Communications: from connectivity to interactions
Services: including management and operations
Why now?



Communication over IP is changing the game (business
models, new service opportunities)
Employees’ mobility is becoming a must have
Competition is coming from everywhere
For whom?



Any enterprise size from SMBs to Fortune1000
Any configuration from HQ to branch offices
Any service provider from SI to ASP to Network SP
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Enterprise Communication Market Drivers…
Large,
Medium
What Enterprises want from Communication
Solutions:
• Move to IP
• FMC: Fixed Mobile Convergence
• Improve Employee Interaction
• Improve Customer Interaction
Technology
Business
Small
SoHo
Enterprises
What Enterprises want for their Budget:
• Make savings
• Budget flexibility: Capex to Opex
• Visibility and cost control for a guaranteed
level of service
• External partners for non-core activities
Sourcing
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...and Threats
Shortage of IP Communication skills
– Which solutions / architecture to select? How to migrate ?
– How to move support people from TDM to VoIP ?
– How to integrate VoIP with IT systems ?
Unwillingness to invest amid uncertainty
– Uncertain volume ramp-up / headcount evolution
– Uncertain technology evolution
– Limited upfront CAPEX budgets
Lack of control on operating costs and risks
– Growing mobile services costs out of control
– Unclear departmental cost split between Telecom/IT
–…
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Enterprises are looking for partners with new
service business models
In-house
Who owns the
equipment ?
Where is
equipment /
service located ?
Who operates the
equipment/service ?
Is equipment / service
shared between
enterprises ?
Out-tasking
(Operations)
Outsourcing
(Ownership)
Net-sourcing
(Sharing)
Enterprise
Enterprise
Service Provider
Service Provider
Enterprise
Enterprise
Enterprise or
Service Provider
Service Provider
Enterprise
Service Provider
Service Provider
Service Provider
Not shared
Not shared
Not shared
shared
E.g. Hosted
IP-PBX
E.g.
IP Centrex
E.g. In-house
IP-PBX
E.g. Managed
IP-PBX
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MCS business model with Service Providers
1.
Operator,
Carrier
1
2
2.
3
Enterprise
4
Alcatel
3.
3(*)
Channels (*)
4.
Enterprise subscribes to Service,
single subscription, one-stopshopping: connectivity, traffic, internal
(multi-site) calls, external calls,
Business Communication, Employee
and Customer Interaction
Service Provider is the one face to
the customer, for services with
SLA; bills the Enterprise monthly
(per user): connectivity, traffic,
Business Communication, etc.
Service Provider (or Alcatel and /or
Alcatel channels (*)) do
Installation, Maintenance,
Management, customer support
Service Provider buys solution and
services from Alcatel. Business
model for equipment is optimized to
facilitate “pay per month, per user”.
Integration , financing, outsourcing,
support services are proposed.
(*) Alcatel and its partner can do the service (installation, maintenance, management, customer
support) for the CPE part of Operators/Carriers offering when they do not have their own
channels
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Alcatel overall MCS solutions portfolio
Management
Network Applications
(Corporate Mobility Manager, ONEphone,
Virtual PBX, Contact Center, Messaging, Conferencing, etc.)
Home/Remote
Worker
PSTN
Hosted
IP-PBX
NGN
Soft
Switch
+ Apps
App
Servers
Mobile
PBX
Mobile
Worker
Main Office 1
IP-PBX
Branch
Office
IP-PBX
Gateway
Main Office 2
Branch
Office
@
@
Small Branch
Office,
Home/Remote
Worker
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Services covered with MCS
Managed Business Communication Services (MBCS)
 Managed IP PBX
Managed Employee Interaction Services (MEIS)
 Multi-Media Conferencing
Managed Customer Interaction Services (MCIS)
 Contact Center Outsourcing
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Private IP Communication Network
Reduce company communication costs
while improving communication services
Managed IP-VPN
Managed Leased lines
Management
Private Network Management
Home/Remote
Worker
PBX
PSTN
Hosted
IP-PBX
NGN
Enterprise Directory, Full features transparency
Leveraging IP-VPN
Enterprise Applications
Main Office 1
IP-PBX
Branch
Office
IP-PBX
Gateway
Main Office 2
Reduced cost for company Voice traffic:
• Free Internal traffic: no external calls for
intra company communication
• eliminate costly TDM leased lines with the
use of existing data IP-VPN for VoIP
• Economy of scale through PSTN access
centralization
Efficient enterprise communications:
• single numbering plan, dial-by-name for
the entire company
• features transparency independently
from physical location
• Enterprise Applications accessible to all
in the network.
Branch
Office
@
@
Small Branch
Office,
Home/Remote
Worker
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Case Example:
Business Challenge
– Declining SMB
CPE resale revenues
– Sales focus on
legacy services
– Limited support
resources
– Opportunity for
managed solution
Solution
Flexible CPE
–Omni IP-PBX anchoring
managed service offer
Operational support
– Installation management
maintenance
– Field “sales support
mentors”
Business Value
– Service contract
value up 50%
– Average Customer
revenue + 15%
– Average fulfilment
cycle down 3-7 days
– ‘Good’ to ‘Excellent’
rating > 85%
Alcatel’s Managed MCS solution grew Verizon’s
incremental customer revenue 15%
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Verizon
• Small and Medium Businesses (SMBs)
• MCS offering from Verizon that includes:
• OmniPCX Office as Voice, Data, Internet CPE
• Voice connectivity and traffic
• Internet connectivity and associated network
services (web, e-mail, etc.)
• Verizon is the owner of the customer and sells the
solution that is co-branded Verizon-Alcatel. Verizon is
the one-stop-shopping for the customer (sales, monthly
billing)
• Installation, management, maintenance, customer
support for OmniPCX Office at customer’s premises is
done by Alcatel and its partners on behalf of Verizon MCS
Management
Internet
PSTN
Managed OmniPCX Office
Voice, Data, Internet
Main Office
OmniPCX Office
Branch
Office
@
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Services covered with MCS
Managed Business Communication Services (MBCS)
 Managed IP PBX
Managed Employee Interaction Services (MEIS)
 Multi-Media Conferencing
Managed Customer Interaction Services (MCIS)
 Contact Center Outsourcing
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Multimedia Conferencing & Collaboration Services
add voice
add data
add
more
participants
IM
add video
Presence
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Instant Collaboration with My Teamwork
Simple & User Friendly
Conference calls
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Scheduled and Recurring
Meet Me and Ad Hoc
Mixtures of dial-in and dial-out
Mixtures of PSTN and VoIP
Roll Call
Leader required and
leaderless
 Access codes: automatic or
assigned
 Delegates for scheduling
 Lecture mode
Zero-footprint browser
GUI
 Windows, Unix, Macintosh
 No downloads
Conference
Management
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Mute, hold, drop, add
Remote access over SSL
Reserved executive ports
Capacity notification
Conference locking
Record/Playback
 Synchronized playback of
audio and web conference
 Playback through PC or
telephone
 Play recordings into
conference
Integration into mail
 Email invitations
 Calendar entries
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MM collaboration provides immediate business value
Reduced costs
 Reduces travel expenses
 Leverages customer's existing infrastructures
 Pure software, browser based, platform independent
Improved Team Collaboration capabilities
 A new User Interface leveraging IM and Presence
 One-click voice conferencing and interactive web presentations
 Ad hoc or scheduled, one-time or recurring conferences
 On site or remote setup and participation
 Application and desktop sharing
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Multimedia conferencing
Examples of implementation
CPE – In house
CPE – In house
OmniPCX Enterprise
Any PBX
My Teamwork
PBX
ISDN gateway
My Teamwork
OXE > 6.0
PSTN
Hosted
Service Provider
IP WAN
OXE
MMIC
IP MPLS
Company XYZ
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Differentiate and reduce time to market
Success Story
Company Challenges
 Be able to differentiate in a very competitive
market
 Ring2 offers enhanced telephony and
conference applications to SMEs in UK & NA
 Purchase a solution able to help them to grow
rapidly and reduce time to market
 Recent partnership with “Callways”, a SP in
NA, to provide collaboration/conferencing
services to 1500 SMEs
Alcatel Solution

Alcatel provided Ring2 with their first
collaboration solution in 2003

Deployment in both PSTN and NGN

Installed base of 12 servers

5 new servers delivered in 2005

1 upgrade per year
Financial Benefits
 Ring2 caught around 25 enterprise customers
within the first 6 months of operations
 Current own customer base of approx. 40
enterprises
 Grow to provide 1500 SMEs with conferencing/
collaboration services in NA
 Short ROI period
Operational Benefits
 Pricing model
 Ring2 adopted a /minute pricing business model.
They intend to adopt soon a flat fee pricing model
(flat fee /user /month)
 Differentiators
 Ring2 developed a SMS Gateway solution. Conf.
managers send a SMS to the eDial server, with the
phone number(s) of participants(s). The system
calls first the conference manager, and then calls
and connect all participants in the conference
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Services covered with MCS
Managed Business Communication Services (MBCS)
 Managed IP PBX
Managed Employee Interaction Services (MEIS)
 Multi-Media Conferencing
Managed Customer Interaction Services (MCIS)
 Contact Center Outsourcing
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Contact center access is a mainstream
Support and advice applications
(IT and professional services)
“Continued growth within the call-center industry,
which happens to be the largest customer
segment for dedicated services, provides
positive growth in minutes and revenues.”
Source: Frost and Sullivan, “US Toll-Free Services Markets”, December 2004
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Genesys Call center integrated with
Network Call Routing
Works with
NRS to get
the phone
number of the
best-available
agent based
on real-time
agent status
8642
FRC
TDM
IP
SSP
Softswitch
8788
MRP
NRS
Works with MRP
to ensure most
efficient use
of ports and
calculate correct
charging model
Service Provider
Coarserouting logic
Announcements
business logic
Customer-related database
information
Fine-routing
logic
Enterprise
TDM
Agents
Agents
T-Server
T-Server
Agents
Site with TDM PBX
Agents
SOHO – TDM
Site with IP PBX
SOHO – VoIP
Any caller, any network, to any agent
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Alcatel 8642 FRC Integration with Genesys
Genesys Advanced Intelligent
Network (BT GAIN)
 Alcatel 8642 FRC responsible for
routing across BT's core network
 Network-based, call-answering service
 Transfer calls between multiple sites
without tie-lines
Genesys Network
Platform (GNP)
 Networked IVR, skill-based routing,
computer telephone integration (CTI)
features and efficient call transfer
 Can be used with any kind of numbers:
toll-free, shared cost or premium rate
A Western European Telco
 Contact centers for large enterprises
 Supports 30,000 agents
 Universal queue: web, e-mail, voice
 Provides managed contact center services
to a large enterprise
 Alcatel 8642 FRC combines with Genesys
Expert Contact and network based
vXML-based interactive voice response
(IVR)
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In Summary
 Alcatel MCS offer:
•
Comprehensive
• Smooth service convergence
• Budget flexibility Opex v/s Capex
• Visibility & cost control
• Guaranteed level of service
• Focus on core business
All rights reserved © 2006, Alcatel
Thank you
www.alcatel.com
All rights reserved © 2006, Alcatel