Transcript Applications

Industry Perspective:
Next Generation Services
Eric Shepcaro
Vice President
AT&T Business Strategy and Development
The Evolution of Convergence …
Why Now?
All the pieces are coming together:
70+% percent of companies
use cell phones; 40+% use
PDAs/pocket PCs; 60% of
large organizations use
BlackBerrys
NOP World Technology, 2005
Over 450B minutes of VoIP
traffic was carried by service
providers worldwide
(4Q04-3Q05)
iLocus, September 2005
90% of employees spend up to
90 minutes daily sending IMs
ePolicy Institute & AMA, 2005
Broadband Penetration
Tops 63% in US
Nielsen//NetRatings, October 2005
53% of US households subscribing
to VoIP services have completely
replaced their landline phones
Telecompaper, September 2005
Over 26 million
Americans worked from
home during at least one
business day a month
ITAC , October 2005
Customers are moving towards purchasing
applications and functionality within a converged
and integrated environment
What applications are driving
your convergence project?
Business Drivers for Convergence
0%
Cost Savings
Simplify or improve communications
Enable collaboration
Reduce LD or circuit cost
Enable applications
Enable mobility
Optimize network
Boost productivity
Improve customer service
Accommodate growth
Extend functionality to remote workers
Eliminate cable plant
Facilitate cost-effective telecommuting
Increase competitiveness
Consolidate vendors
10%
20%
30%
40%
50%
60%
68%
28%
18%
18%
18%
15%
13%
13%
10%
8%
8%
8%
5%
5%
3%
0%
70%
Video
Unified communications applications
Audio conferencing
Collaboration tools
Call center, CTI / support desk
Voice only
Web conferencing
Voice to remote facilities
Mobility
CRM or EPR data linked to handsets
No applications, just cost savings
Imaging
Presence
Instant messaging
Directory Services
Disaster Recovery
10%
20%
30%
40%
50%
60%
55%
36%
36%
29%
26%
21%
21%
14%
12%
12%
7%
5%
5%
2%
2%
2%
Enterprise customers view convergence as a lower cost solution
for their multiple application/multiple network dilemma.
Source : Nemertes Research - Survey of 68 IT professionals at organizations across a range of industries, predominantly
midsize-to-large companies, with annual revenues typically exceeding $1 billion.
A New Definition of Collaboration
Dynamic Network Applications
 Multi-modal
 Ubiquitous
 Device independent
 Intelligent and integrated
Voice
Conferencing
Messaging
Video
Delivered in New Ways
 Predictive
 Personalized
 Global
 Highly Secure
Delivering New Efficiencies
 Improved business performance
 Enhanced corporate agility
 Increased operational control
 Strengthened security
The Next Generation of Convergence
is About Collaboration
Web Services & Service Oriented Architecture Will Define Collaboration
Next
Now
Voice
E-mail
Instant Messaging
Unified Communications
Conferencing
Media
Document Collaboration
“Click to Call” from any application
Access to and from any device
Presence will drive productivity & customer satisfaction
Single point for all communications: VM, Email,Fax,
Automated Attendant, Call Control Policy
Increased richness, flexibility and device support
Repurposing digital assets / learning
Personal Communications / On demand
Auto sync, Group Share, Dynamic
Convergence and Integration at all Layers
Voice
Data
Converged Domain
Management, Portal, Security
Global Network Operations Center,
Unified Threat Management,
Single Service Portal
Applications
Call Center, IVR, ACD,
Voicemail, Conferencing,
Directory Services
Supply Chain Mgt.,
Enterprise Resource
Planning, Email,
Directory, IM
Integrated Contact Centers, Voice and Video
Enabled Applications, Collaboration and
Productivity Applications
Infrastructure
Digital Switches, PBXs,
Telephones, Wiring
Routers, LANs, SANs,
CoLo, Hosting, DNS
IP-oriented Infrastructure with Interoperable
Softswitches, Storage, Servers, SIP Servlets
Core Network
Digital Switches, DACS,
TDM Trunks, SONET
IP, ATM,
Frame Relay
Integrated IP and MPLS Layer
Access
Local Loop, Subscriber
Loop Carrier, Copper
Private Line
Integrated Voice & Data Packet access
User Productivity
iGEMS, Token
Authentication,
Identify Mgt.
Technology / Utilization
Voice Network Mgt.,
DMTF PIN Codes,
Operator Services
AT&T Dynamic IT Environment
AT&T iGEMS &
Business DirectSM
Security
Built into every layer from
network transport through enduser application
Applications
(Vertical Apps, Core Bus Apps (SCM, CRM, ERP) , SoIP, AT&T
Dynamic Network Apps (Voice, Video, Conferencing, Messaging)
Ensures continued business
operations
Application Infrastructure
(Storage, Servers, OS, DB, IDCs)
Global
High performing, global
application-aware IT
environment
Networking Fabric
(Firewalls, Gateways, Border Elements, MPLS Nodes)
Integrated
Application infrastructure and
networking environment work
together seamlessly for improved
performance management
Access
(Wi-Fi, Wi-Max, Ethernet, Optical, Private Line)
Home
Mobile
Employee office
Worker
Branch
Integrated Multi-Service Access Element
Contact
Center
Partners/
HQ Suppliers
Network Prem Equipment
Visibility
Control
Correlation
Highly Available
AT&T Services over IP Product Strategy
AT&T’s SoIP Infrastructure
VoIP Enabling Enterprise
Networks
VoIP Enabling
Premises Solutions
SoIP Applications
Integrating Client Experience
• Single, scalable, common platform
• Support TDM & IP hybrid environments
• Plug & Play capability
•
•
•
•
VoIP on Managed IP & VPN Services
Interoperable Network- & Prem-based VPN’s
IP LD / IP Local
Call Routing / Toll Free Features
• IP Telephony Interoperability & Certification
• Managed IP Telephony & LAN Service
•
•
•
•
Network-based IP Telephony
Remote Worker
Conferencing – Audio / Web
Enabling IP Call Centers
• Control over IP Traffic and Provisioning through a
single portal
• Consistent service levels across all Services
The Foundation:
IP/MPLS and Voice over IP
VoIP Integrates A Company’s Multiple and Diverse Endpoints
AT&T Voice over IP
Corporate On Net to On-Net
Hosted
IP PBX /
Centrex
IP
WAN
IP/IP Enabled
PBX
Remote Site
Headquarters
Corporate On Net to Off-Net
Callers to
Contact Centers
Contact
Center
PSTN
Supplier or
International location
•
•
•
•
IP PBX Interoperability
PBX Emulation
IP Call Center
Extended PBX to home office for
Remote Worker
• IP 800 PSTN / TDM Callers
• Trusted Federated Partners –
Gateway Partners
Remote Worker /
Teleworker
TDM (PSTN) Caller
AT&T Proprietary
AT&T VoIP Technology Strength Extends From world-class
IP Networking Foundation to Deliver an Integrated VoIP-enabled
portfolio of Enterprise Networking Services
Voice DNA (Dynamic Network Application)
Voice DNA Provides
 Multiple Access options
 All-Distance calling with nationwide
pricing
 Telephony features & enhanced
applications including
•
•
•
•
Voice Mail
Find Me Follow Me
Switch phones
Conferencing
 Customer Portal for enterprise-wide
administration and end user feature
support
 VoIP SLA’s
 Redundancy Options
Benefits Include
 Greater business productivity
 Reduced complexity
 Cost savings
IP Telephony & LAN Services
•
Standard Management Plan
–
–
•
•
Branch Office
Includes design, site installation, test/turn-up,
minimal reporting
Advanced Management Plan
–
Includes Standard Package plus
–
Proactive Fault Management
–
Configuration (MACDs)
–
SLA reporting: Time to respond & restore,
Availability, On-time MACD Performance
AT&T Mgd
Router
GCSC
AT&T Global
MPLS
Network
Additional Options
–
Performance & Capacity Tuning
–
Security WAN/QoS Optimization
–
Architectural Assessment, Design/Engineering and
Implementation
•
Interoperability with Voice over IP Services
•
Multi-vendor support
–
•
Branch Office
Low cost, basic monitoring with automatic
notification
Avaya, Cisco, Alcatel, Nortel and Siemens
Distributed or Centralized IP PBX config.’s
Branch Office
IP PBX
A
AT&T Mgd
Router
PSTN
Local
Voice Mail
Headquarters
AT&T Mgd
Router
Adding IP Local to your VoIP Network
AT&T Voice DNA Flexible Reach Customer Applications
• Converged voice and data network for all
distance calling
• Telephone numbers provisioned anywhere
for appearance of local “presence”
LD & Local
#
IP PBX
or
TDM PBX w/ G/W
#
LD & Local
#
Local Service Features:
•
•
•
•
•
•
•
•
•
•
•
Local Number Portability
E-911, Inbound/Outbound, N11
Caller ID
Network Hunting
Directory Listings
Operator Services
Various Blocking Options
Dial Around (10XXX)
CALEA support
Local Pre/Post Routing options
Available in 125+ MSAs/RCs
Chicago
#
• Centralization of company operations
• Elimination of multiple local TDM lines
from incumbent carrier
IP PBX
or
TDM PBX w/ G/W
#
#
Global
IP Network
CCE
GW
NYC
IVR/Call Center
Local
PSAP
PSTN
Local,
International
911
Verizon
NYC
• Store hours
• Inventory
• Specialists
IP Toll Free
IP Enabling Contact Centers & More
IPTF is an Enabler to Business Success
BRICKS & MORTAR COSTS
LABOR – AGENT COSTS
Building 2
Suburban home
PORTFOLIO OF
City
IP ENABLERS
IP based Platforms
MS
IVR
CCE
AT&T IP/MPLS
IBM AS/400
CTI & CRM
IBM AS/400
GW
PSTN
Local, International
Network
IP ACD
US Center
IVR
TDM ACD
IVR
KNOWLEDGE MANAGEMENT COSTS
Global
IP enabled
Legacy ACD
GW
TA
IP ACD
NETWORK COSTS
Audio & Web Conference Services over IP
IP Audio Conferencing Provides
 SIP-based, IP Reservationless Conferencing
 Management of all platform & network hardware
 Operations team supporting registrations
management, training, help desk, trouble assistance,
etc.
 Capital / Asset Management
 Production Maintenance Organization supporting all
maintenance activities / upgrades
 Scalable, low cost solution
 Identical user experience regardless of access (e.g.
PSTN or IP )
 Migration ease from TDM to IP environments
IP Web Conferencing Provides
 Document collaboration
 Application and desktop sharing
 Features and enhanced applications from Whiteboard,
Chat & File Share
 Easy access from anywhere from Internet
 Secure experience including SSL encryption
 Reliable, network based solution
AT&T’s Vision
Deliver utility
network based
applications
Enable third party
applications to utilize
AT&T’s network functions
Provide application
integration in
the network
Converge real time and
Near real time transactions
Leverage core assets
Portal
Management
Security
Visibility
Policy
User Admin.
Service Delivery Platform
ISV
Managed
Application
Infrastructure
E
A
G
SI
Client
App
Service Delivery Platform – CSF
Messaging
IM
Unified Comm.
VoIP
Ubiquitous
Global Access
S
O
A
IP Centrex
Web Conferencing
Video Conferencing
Managed
Application
Infrastructure
IP/MPLS
AT&T’s Services over IP Platform
Dynamic
Collaborations
& Transactions
Managed
Application
Infrastructure
Call Control Element
CPE/IPPBX
Voice over X
Control
Convergence –
Voice & Data
IP adoption
Mobile
Workforce
Device
Proliferation
Multinational
VoIP
Federation/Trust/Security
Intelligent Transactions
Application Interoperability
Network resident
Functions
• Realtime/Near-Realtime
Integration
Communications
Border Elements
IP/MPLS
CoS
QoS
Ethernet
Native IP Wireless WiFi
MSA
51 Countries
• Cost Reduction
• Efficiency Gain
• Capital/Resource
Maximization
Ubiquitous Connection
DSL
Reach 152 Nodes
77.6k
Drivers
Media Services
•
•
•
•
Globalization
Fiber Miles
Need
The Building Blocks for AT&T’s Services over IP Platform
An Application Aware Infrastructure requires capabilities at all levels
Portal
Provisioning, MACD’s, Reporting utilizing BusinessDirect, E-Business
• Dynamic virtualized IT
environment
• Simplified to the IT
organization and end
users
• Visibility and Control
of services delivered
• Applications delivered
as Services over IP
External
Application
Gateway /
SDK
AT&T Application Infrastructure
Application Service Creation, Deployment,
Execution and Orchestration
Application Aware Network
Load Balancing and Utility Scaling of
Bandwidth, CPU’s, Storage and
Business Continuity
VoIP
Border Elements, Call Control Element,
Media Servers
Network Application Enablers
Data Centers, Network Based Firewall,
SMTP Gateway
IP/MPLS
Global Reach, Quality of Service,
Multi-Service Edge
Access
Native IP, Ethernet, DSL
Broadband, Wireless, WiFi
Management
Proactive
Management,
Monitoring and
Remediation of
CPE, Network,
IDC’s, Gateways
and applications
utilizing iGEMS
So what
User
Profile
Storage
Data
Mgmt.
AV/AS
Policy
Portal
ISV
Client
Owned
Apps
SI
Real Time
Service Building Blocks
3rd
Party
Tool
Kit
Call
Control
User
Profile
Unified
Mid
Call
Communications
Call
Move
Redirect
Conferencing
Transfer
Utility
Service Building Blocks
Service Bundles
Utility
CPU
Voice
=3 Way
Calling
Near Real Time
Service Building Blocks
Email
NBF
Storage
IM
Black
TransBerry
lations
Reporting
Messaging
AV/AS
IP
Centrix
Grid
Directory
Mobile
Dynamic Transaction Services
VoIP
Archiving
Client A
=
IP/MPLS
Encryption
Management
IDC
Presence
Fax
Transcode
Data
Mgmt.
Encryption
Policy
Billing
Directory
Identity
Contracting
Integrated Collaboration in Action…a real-world scenario
Unified Communications adds Value to AT&T’s
Enterprise Messaging Service by unifying ALL forms
of communication into a easily accessible platform
Notification
Wireless
Voice Mail
Fax
E-Mail
EMS Service
Outbound
Calls
Conference
Bridge
VPIM
IVR
Revolutionizing All Services over IP:
Target Architecture
P O R T A L (provisioning, reporting, MACDs)
Voice DNA
External
Application
Gateway
Network Based FW
SMTP GW
NRT-XoIP Common
Infrastructure
Border Element
Conferencing DNA
Collaboration DNA
Services over IP Application Infrastructure
Application Aware Network
Border Element
External
Application
Gateway
Call Control
Media
Svrs
Hosting
Media/Video DNA
RT-XoIP Common
Infrastructure
Border Element
IP/MPLS Core
Service Access Network
Integrated Multi-Service
Access Element
Voice
Video
Home or Remote
Branch Office
Data
It’s All About
Network Prem Equipment
HQ IP-PBX
Corporate
Intranet
Converged Dynamic Networking and Computing
AT&T is revolutionizing the Services over IP World