Transcript for external use - Alcatel

Unified Communications
EXTERNAL USE SLIDE COMPENDIA
Up to September 2012
InAction Slides on Unified Communications
created in2012
FOR EXTERNAL USE
ASML selects Alcatel-Lucent for collaboration platform
ASML
THE CHALLENGE
 The network needed to support;
 Distributed video (on the desk top)
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
Mobility (connectivity to mobile devices)
Social collaboration (sharing design data & models)
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent OmniPCX Enterprise
 Alcatel-Lucent OmniTouch MyIC
 Genesys 8 customer service platform
BUSINESS BENEFITS
 Improved technical collaboration and innovation between
designers and with customers, partners, contractors and suppliers
“The need to communicate has
increased exponentially, and so in order to help staff
continue to innovate, we need to help them communicate.
The Genesys 8 customer service platform helps make staff
much more efficient, and allows them to collaborate
wherever they are.”
Paulin Fouques Duparc
Senior Architect, responsible for IT &
Telephony Architecture, ASML
 Simpler voice network management and reduced operating costs
 Increased staff flexibility and mobility, and thus efficiency
DEAL FACTS & FIGURES
CUSTOMER DETAILS
 Date deal won: 2008
 Implementation date: Ongoing
 Business Partner: KPN Telecom
 HQ in Veldhoven, The Netherlands (global operations)
 Vertical: Engineering/Manufacturing
 Global market leader for this specialist equipment
Alcatel-Lucent helps BKCP Bank to standardize IT and Telephony systems and improve customer
communications
BKCP BANK
CHALLENGES
 To create a better focus on personal service and improve customer
call handling
 Looking to introduce new banking services and new communications
capabilities to support organizational growth and customer service
delivery
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent OmniPCX Enterprise Communication Server, AlcatelLucent Passive Communication Server, Alcatel-Lucent OmniSwitch
6850, Alcatel-Lucent OmniStack 6200 & 6250, OmniTouch Contact
Center Premium Edition, Genesys Agent Desktop, Alcatel-Lucent
OmniVista, OmniTouch Unified Communications including My
Teamwork, 4108, 4028 and 4038 IP Phones
BUSINESS & TECHNICAL BENEFITS
“We didn’t have a preferred vendor for the underlying technology
when we were evaluating the proposals we received, but we
were so convinced by what we saw of the Alcatel-Lucent
solution that we ended up with a shortlist of three AlcatelLucent business partners.”
 Flexible infrastructure allows the bank to add branches, reorganize
and sell branches easily
 Improved call handling resulting in improved customer service
 Ease of use leads to rapid and wide user acceptance
 Simple system management
Yves van der Beken,
Chief Information Officer, BKCP Bank
CUSTOMER DETAILS
DEAL FACTS & FIGURES
 Business Partner: Nextel
 Date deal won: 2009
 Implementation date: 2010
 Location: Brussels (HQ), Belgium
 Vertical: Finance & Insurance
 Other: 120,000 customers and 350 employees in Belgium
Utrecht University secures international future with Alcatel-Lucent wireless network
Utrecht University
THE CHALLENGE
 Supporting education with the most modern IT infrastructure available
 Installing data networks in vulnerable, historically-listed buildings
 Providing optimum security for a network with many guest users
 Administration, maintenance, and upgrades at minimal cost
 Being ready for unpredictable future technological developments
PRODUCTS AND SOLUTIONS
 Comprehensive Alcatel-Lucent suite – please see notes section for full
details
BUSINESS BENEFITS
 Internet access entirely independent of location
 Straightforward support and installation
“We chose Alcatel-Lucent because it was the only vendor that
met our requirements: a modern, easily manageable and
flexible wireless network that we can quickly extend.”
René Ritzen
Corporate Information Security Officer
Utrecht University
 Lower management costs; one manager can cope with a marked rise in
numbers of students and staff
 Savings on hardware and installation costs
 Optimum network security through the removal of Ethernet ports where
they are accessible to the public
DEAL FACTS & FIGURES
CUSTOMER DETAILS
 Date deal won: 2009-2010
 Implementation date: 2009-2010
 Business Partner: KPN
 Location: The Netherlands
 Vertical: Education
Les Vieilles Charrues transforms its communications to allow
music and technology to take center stage
FOR EXTERNAL USE
Les Vieilles Charrues
CHALLENGES
 Install a professional and flexible network infrastructure, which
can be adapted to the seasonal nature of the festival
 Improved collaboration between the festival teams and suppliers
PRODUCTS & SOLUTIONS
 OpenTouch™ communication suite providing innovative functions,
improving collaborative working methods
 OmniTouch™ 8082 My IC Phone terminals to improve real time
communications and improve productivity of business
 Deployment of a data infrastructure to provide WiFi access
throughout the site
BUSINESS & TECHNICAL BENEFITS
 Simplified network structure improves performance and reliability,
with three times quicker set-up time
 Flexible deployment and increased geographical coverage of
mobility solutions
 Guaranteed reliability of security systems due to spatial
redundancy
“Our partnership with Alcatel-Lucent has meant that
we have been able to modernize. It’s really
important for a festival like Vieilles Charrues to
have a flexible, professional and operational
solution —
we wouldn’t have been able to do this without their
help.”
Loïck Royant, Director of the Festival des Vieilles
Charrues
DEAL FACTS & FIGURES
CUSTOMER DETAILS
 Alcatel-Lucent has been the technical partner of this French music
festival for more than a decade
 Implementation date: Latest installation in 2011
 Location: Southern Europe
 Vertical: Entertainment
InAction Slides on Unified
Communications created in2011
Capgemini China combines Alcatel-Lucent technologies to enhance Business Process Outsourcing
services
CAPGEMINI (CHINA) CO LTD
CHALLENGES
 Needed a reliable, high-availability and scalable networking
infrastructure, an environmentally-friendly data center and a
contact center voice architecture that connects all working
processes seamlessly
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent OmniTouch™ 8600 My Instant Communicator
 Network infrastructure with Alcatel-Lucent OmniSwitch
 Contact center with Genesys Computer Telephony Integration
 Mobility with Alcatel-Lucent OmniAccess AP125
 Management solutions via Alcatel-Lucent VitalSuite Performance
 Cross-channel communications with Genesys Customer Interaction
 Management (CIM) platform, Genesys Voice Platform and Inbound Voice
BUSINESS BENEFITS
 Delivers a reliable, high-availability infrastructure that safeguards
business continuity
 Supports virtual operations for different customers
 Boosted data center BPO sales by 50 percent
“The Alcatel-Lucent Enterprise end-to-end solutions
meet all our business challenges and opportunities
and offer customers, partners and employees
optimized processes and unlimited interactions. They
deliver a secure, reliable and scalable infrastructure
with sound ‘green’ credentials.”
Dr. Han Jun, Chief consultant, Global Delivery and
Shared Services Center, Capgemini China
CUSTOMER HISTORY
CUSTOMER DETAILS
 Deal won: July 2009
 Implementation date: May 2010
 Competition overcome: Cisco
 Location: China
 Vertical: Services
Flex chooses Unified Communications from Alcatel-Lucent to better manage internal
communications and respond more efficiently to customers
FLEX
CHALLENGES
 Creating an integrated network for voice communication services
with advanced and flexible solutions
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent BICS characterized by a central Telefonica OmniPCX
Enterprise
 Alcatel-Lucent OmniVista 4760
 Alcatel-Lucent OmniTouch™ 8400 Instant Communications Suite
for Enterprise with My Teamwork
BUSINESS & TECHNICAL BENEFITS
 Lower total cost of ownership
 Better control of the availability of employees, instant messaging,
management and tracking of all incoming and outgoing calls
 Flexibility and reliability of the solution
DEAL FACTS & FIGURES
 Business Partner: IT Core
“With the implementation of our new office we were
given the goal of achieving maximum performance
and introducing innovative telephone
communication systems. With the IP solution from
Alcatel-Lucent Unified Communication, now we can
communicate at all levels in a flexible and effective. ”
Delo Lossi, IT Manager, Spa Flex
CUSTOMER DETAILS
 Location: Brescia, Italy
 Vertical: Manufacturing
 50 employees; Customer interactions: 100 calls per day
Alcatel-Lucent Professional Services worked with
premium business partner, Albeta, to ensure faster resolution to citizen inquiries
FOR EXTERNAL USE
LLP Albeta Kazakhstan [Albeta]
CHALLENGES
Insert company
logo
 Provide an integrated voice network and contact center to
multiple sites to better respond to citizen queries
 Introduce an affordable, convenient recording solution to support
administrative requirements
 To minimize training and implementation costs
PRODUCTS & SOLUTIONS
 Alcatel-Lucent OmniPCX Enterprise Communication Server
 Alcatel-Lucent OmniPCX Record Suite
 Alcatel-Lucent OmniTouch Contact Center Premium Edition
“Alcatel-Lucent is one of the best companies we could
possibly partner with. The products are robust, reliable
and easy to install. Alcatel-Lucent simplifies everything for
me.”
BUSINESS & TECHNICAL BENEFITS
 Fully integrated, reliable and robust solution offers maximum
simplicity; easy to install, configure and use
 Cohesive recording of citizen interactions has enabled more
effective responses to inquiries, no matter where the call is taken
Andrey Kvochkov, General Director, Albeta
 Reduced importation administration and associated costs
CUSTOMER HISTORY
CUSTOMER DETAILS
 Implementation date: December 2010
 Business Partner: LLP Albeta Kazakhstan was founded in 1993 and has
been an Alcatel-Lucent business partner since 2001
 Location: Europe (CIS region)
 Vertical: Government
Alcatel-Lucent Unified Communications solution helps the ICAEW improve business efficiency
THE INSTITUTE OF CHARTERED ACCOUNTANTS IN ENGLAND AND WALES (ICAEW)
CHALLENGES
 To create a state-of-the-art infrastructure for voice, video and data
communications
 To combine high quality services and collaborative applications to allow
ICAEW to grow internationally and manage costs effectively
PRODUCTS AND SOLUTIONS
 Unified Communications including My Teamwork, My Messaging, My
Phone, One Number
 OmniTouch Premium Contact Centre (80 seats)
 OmniPCX Enterprise Communications Server
BUSINESS & TECHNICAL BENEFITS
 Savings of £30,000 per annum through the integration of 140 homeworkers into the UC platform
 My Teamwork & My Instant Communicator create a more flexible
working environment and help increase productivity
“We had clear strategic objectives in implementing the
new Unified Communications System. Collaborative
working was top of the list, along with improved quality of
service and system reliability.”
Bill Wilson, IT and Property Services Director, ICAEW
 UC provides practical solutions such as hot desking & presence
management
DEAL FACTS & FIGURES
CUSTOMER DETAILS
 Deal won: Q4 2009
 Business Partner: Nextira One
 Location: Milton Keynes, UK
 Vertical: Finance and Insurance
MMH builds mobility into the workplace
MEURTHE-ET-MOSELLE HABITAT
CHALLENGES
 Deploy an innovative communication system during the company’s
move to a new head office
 Reduce the cost of GSM calls among staff
 Provide easy-to-use services that improve productivity
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent 8400 OmniTouch Instant Communication Suite
application with My Instant Communicator client
 IP 4028/4038 terminals
 Alcatel-Lucent OmniSwitch 6850
 Alcatel-Lucent IP 4028/4038 terminals
 Dual-mode Wi-Fi mobile phones
BUSINESS & TECHNICAL BENEFITS
 Less expensive internal GSM communications
 Easy communication with mobile employees
 Better system transparency and improved information sharing
within work groups
CUSTOMER HISTORY
 Business Partner: NextiraOne
The comprehensiveness of Alcatel-Lucent’s My
Instant Communicator application suite has
been instrumental in implementing our mobile
strategy.”
Hugues Bourgoin,
IT Department Manager, MMH
CUSTOMER DETAILS
 Location: France
 Vertical: Public Housing Agency
 The company oversees 13,000 housing units and employs 280
people
World-class paediatric hospital turns to Alcatel-Lucent for its mission-critical network infrastructure
CHILDREN’S HOSPITAL OF PITTSBURGH OF UPMC
CHALLENGES
 Standardize and refine clinician workflows to allow clinicians to
work efficiently
 Implement state-of-the-art network infrastructure
 Improve patient care and outcomes
PRODUCTS AND SOLUTIONS


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Alcatel-Lucent OmniTouch™ My Teamwork
Alcatel-Lucent OmniTouch Contact Center – Standard Edition
Alcatel-Lucent OmniSwitch 9000
Alcatel-Lucent OmniVista 4760 Network Management System
BUSINESS & TECHNICAL BENEFITS
 The network connects users and systems across campus and
across departments
 Reduced records management footprint and slashed storage costs
 Simplified network management
 Improved flexibility of equipment use and staff communications
“We successfully partnered with Alcatel-Lucent to
build this critical infrastructure not only to meet the
needs of today but strategically for the future.”
Dan Drawbaugh,
Senior Vice President and Chief Information Officer,
UPMC
CUSTOMER HISTORY
CUSTOMER DETAILS
 Business Partner: SISTAS
 Implementation date: May 2009
 Competition overcome: Cisco and Avaya
 Location: Pittsburgh, USA
 Vertical: Healthcare
 More than 75,000 visits annually, 13,000 inpatient stays and
more than 24,000 surgeries
Alcatel-Lucent communications solution helps Norwegian insulation manufacturer boost customer
service
GLAVA
CHALLENGES
 Enhance customer satisfaction by replacing three outdated
telephone switching systems with a single contact center solution
 Unify fixed-line and mobile communications across three main
sites
PRODUCTS AND SOLUTIONS
 Alcatel-Lucent My Instant Communicator (including the 8622 My
Cellular Extension)
 Alcatel-Lucent Business integrated Communications Solution (BiCS)
 Alcatel-Lucent OmniPCX Enterprise Communication Server
 Alcatel-Lucent OmniTouch Contact Centre Standard Edition
BUSINESS & TECHNICAL BENEFITS
 Enhanced service delivery due to a fully integrated telephony
system and unified fixed-line and mobile communications
 Efficient call handling has virtually eliminated customer
complaints, while accurate call statistics allow Glava to deal with
potential issues proactively
“What differentiates the Alcatel-Lucent solution from
other proposals was its all-in-one approach; it was
a total package. This software-based system with a
single server within a fully virtualized environment
offers flexibility, high levels of functionality, and
excellent scalability to support
future business growth.”
Waldemar Zieba, IT Manager, Glava AS
CUSTOMER HISTORY
CUSTOMER DETAILS
 Deal won: May 2009
 Implementation date: June 2009
 Business Partner: Telecom Norden AS
 Location: Norway
 Vertical: Manufacturing
References on Unified Communications created in2011 & 2012