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ALCATEL-LUCENT APPLICATION STRATEGY Didier Usé

ALCATEL-LUCENT APPLICATION STRATEGY Didier Usé. ALCATEL-LUCENT REALIZING THE POTENTIAL OF A CONNECTED WORLD. “.

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ALCATEL-LUCENT APPLICATION STRATEGY Didier Usé

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  1. ALCATEL-LUCENTAPPLICATION STRATEGYDidier Usé

  2. ALCATEL-LUCENTREALIZING THE POTENTIAL OF A CONNECTED WORLD “ BROADBAND EVERYWHERE is speeding up life and business. It takesNO TIME to go from having aNEW IDEA, toTOUCHING PEOPLE’S LIVES. We must innovate – and HELP OUR CUSTOMERS INNOVATE– at the speed of ideas. “ Ben VerwaayenChief Executive Officer • Headquarters: Paris, France • Annual revenues: approx. €15.3 billion • Employees: approx. 76,062 • More than 130 countries FAST FACTS • R&D budget: €2.4 billion • Active patents held: 29,133 • Patents awarded in 2011: 2,655 • Nobel Prizes won: 7

  3. WHICH LIST STARTS WITH ALCATEL-LUCENT AND ENDS WITH ZYNGA?

  4. EMPLOYEENATIONALITIES more than 100 GLOBAL REACH% OF2011REVENUES N. AMERICA:~38% EUROPE:~30% ASIA PACIFIC:~17% REST OF WORLD:~15% Russia Romania Ireland Poland UK Slovakia Canada Belgium France Germany Turkey South Korea USA Netherlands China Israel Italy Spain Taiwan India Singapore Brazil Australia Executive Briefing Centers Research Centers WORLDWIDEPRESENCE IP Transformation Centers Product and SolutionDevelopment Centers more than 130 countries

  5. INDUSTRY MARKET TRENDS: SIX MAJOR DRIVERSWHERE IS DEMAND COMING FROM? 3. IS IT CONTENT/APPS? 1. IS IT BROADBAND? 2. IS IT WIRELESS? 7.8Billion 6Billion 41.7Billion 691Million 532Million 4.6Billion 18Billion 435Million 2.7Billion 2009 2011 2015 2009 2011 2015 2009 2009 2015 Fixed broadband connections Mobile connections Applications downloads 4. IS IT DEVICES? 5. IS IT VIDEO? 6. IS IT CLOUD? 1Billion(SMARTPHONE SALES) $177 Billion 62% $89.4 Billion 428Million(SMARTPHONE SALES) 50% 180Million(SMARTPHONE SALES) $7 Billion 40 % 2009 2011 2015 2009 2011 2015 2010 2012 2015 Public cloud revenue Internet video share of consumer Internet traffic Smartphones 90% forecast to be the sum of all forms of video traffic by end 2015 (TV, video on demand [VoD], Internet, and P2P)

  6. CUSTOMERSWE SERVE SERVICEPROVIDERS STRATEGIC INDUSTRIES ENTERPRISES A leader in mobile, fixed, IP and optics technologies, and a pioneer in applications and services, we offer complete solutions that help service providers and their customers realize the potential of a connected world. We provide end-to-end turnkey communications integration that improve quality of life through better energy management, efficient transportation and improved government services. We help our enterprise and government customers worldwide interconnect their networks, people, processes and knowledge to make money and save money.

  7. HIGH LEVERAGE NETWORK™ (HLN)

  8. THE CXS GOAL MANAGEMENT ANALYTICS OPTIMIZATION DESIGN AND DELIVER A MARKET- LEADING CUSTOMER EXPERIENCE Simplify customer interactions to improve profitability Use customer insights to improve business performance Create an experience that positively influences usage behavior towards states of higher profitability CONSULTING Develop a prioritized actionable plan to improve the customer experience Awareness Interact Agree/ Get Consume Support Pay Reward Leave Customer Satisfaction Customer Satisfaction Quality Care Value Quality Care Value

  9. How does Genesys fits in the picture CUSTOMER MANAGEMENT: SIMPLIFY CUSTOMER INTERACTIONS TO IMPROVE PROFITABILITY Customer Interaction: Instant business impact. Strong Technical Constraints. TOUCHPOINTS SERVICE FUNCTION MODEL CHANNEL ALU is priming End2End Solutions, integrating

  10. CustomerExperience Management for MobileImprovecallresolution, decreasehandling time for mobile consumers Diagnose Remedy Identify Wireless Network Guardian Mobile Device Mgr WDS Device Capabilities KB Customer Service Console Devices Services Network Visibility &troubleshooting Genesys Voice Platform Interactive Voice Handling Process integrated in Care flow Data Integration and Service Orchestration SMP 11

  11. Motive Products Automate the FiOS HSI Self-Help Process 1.4M Verizon customers have already downloaded Motive self-help tools 96K new downloads of the Motive Connection Wizard each month 500K troubleshooting transactions handled each month Verizon customers using Motive are 8x less likely to call for help Powers Verizon’s Quick Support PC Health Check Over 2.3M user sessions monthly Remote Device Management Managing and supporting over 12M devices (RG’s, STB’s, LTE Mobile devices) Activation of all devices on Verizon’s 4G LTE network MOTIVE AT VERIZON

  12. MOTIVE CUSTOMERS 150+ Leading Service Providers Worldwide Centertelecom Far Eastern Telecommunications Sibirtelecom Southern Telecommunications VolgaTelecom MGTS ARCOR HanseNet PT Luxemborg Sunrise Teracom Iceland Telecom France Telecom SFR Bouyges Telecom T-Online France Monaco Telecom Scarlet BSkyB BT 02 - UK Vodafone – UK Vodafone - Ireland China Mobile CT- Hubei CT - Sichuan CT - Xizang CT- Zhejiang CU- Shanxi Chungwa TOT Vietco VNPT KPN Orange NL Online Nederland Ziggo TELUS Bell Canada Telecom Solvenia Rom Telecom T-Magyar Telekom T-Hrvatski Telekom Aliant Vodafone – Spain Telefonica - Spain TDS Verizon Verizon Wireless Windstream Hawaiian Telecom AT&T CenturyLink Frontier Time Warner Cable Mobistar Scarlet Portugal Telecom Vodafone – Portugal ZON Telefonica 02 - Czech Rep Telekomunikacja Polska SA ISKON Swisscom Telecom Italia TELE2 Tiscali Vodafone - Italy Wind Wind Hellas Super Online Turk Telecom SoftbankBB Softbank Mobile CYTA ForthNet NetOne Metronet Vodafone – Greece TTNET Tellcom Koc.net Bharti Aitel BSNL MTNL Telefónica Colombia SingTel Globe Telecom Saudi Telecom Jordan Telecom LINKdotNET Telecom Egypt Cote D'Ivoire Telecom Tunise Telecom TE Data Q Tel Qatar Du Telefónica Perú Telstra Optus Primus Telefónica Brasil Telefónica Argentina Telecom Argentina Telecom New Zealand Vodafone - New Zealand Telefónica Chile

  13. HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION UNIVERSALACCESS APPLICATION ENABLEMENT • CAPTIVATE YOURCUSTOMERS • Pioneer new media, new content, new applications • Manage the real-time end customer experience • PROVIDE BROADBANDEVERYWHERE • Deliver wireless all around • Enable open access for all • Bridge the fixed and mobile worlds NETWORKEVOLUTION OPERATIONALTRANSFORMATION • LEVERAGE YOURNETWORK • Address the data explosion • Deliver service innovation at speed • Transform and simplify your network • TRANSFORM YOUROPERATIONS • Optimize costs • Increase focus on superior QoE and growth drivers • Mitigate transformation complexity and risk … It all started with IN Services

  14. Alcatel-Lucent’s NGNIP Contact centerin CALA region • The Customer • Serving 11 millions landlines, 1 million mobile, 1 million ADSL • 33% of the country, 9 different states • Challenges • Highly competitive market • Rapid subscriber growth • New telecom regulations for customer service levels • Alcatel-Lucent solution • Innovative network NGN/IP contact center (SIP based) and voice self-service solutions to consolidate six sites; umbrella system for regional Avaya switches for smooth replacement. • « Alcatel-Lucent delivered a turnkey, network IP contact center solution that helped us consolidate, centralize and virtualize our operations, enabling us to reduce call times, increase agent productivity and balance calls between our various sites »

  15. Genesysand ALU IMS • Genesys has a standards-based IMS implementation • Development and QA Validation is performed against Alcatel-Lucent IMS Core • Each Customer has its own requirements for Call flow, Security, Charging, Controls, etc … leading to various implementation scenario: • Genesys SIP Server as Application Server • Genesys based Customer Service presented as External Entity • Genesys based Customer Service as Enterprise Service through SIP Trunk

  16. SLF/ HSS Let’s now study the detailed call flowGenesys in IMS 7.7/9.0/ICS2.0 - Network Architecture Management Console Genesys 5420 PCM Framework, URS, Stat Server, etc Web Portal 5420 CTS 5100 CMS SIP Server SIP Server Media Server Media Server Genesys as IMS App Server TAS VMS 5900 MRF SIP Mr 1357 ULIS MRFC/P Diam Sh LEA LIG 8650 SDM 1440 USDS SIP Isc SIP Ma IRI, target admin 5020 MGC-8 5025 VSG 7510 MG Diam Cx/Dx LI 5450 ISC peer IP Network VitalQIP IBGF SIP Mx S-CSCF IBCF/ SPDF H.248 DNS/ENUM I-CSCF FortiGate P-CSCF SIP Mg SIP SIP FW 5450 IRC MGCF SecGW E-CSCF BGCF SPDF Diam Gq SIP Mj FEPH Diam Rq H.248 Ia SS7 A-Link PSTN SIP Gm IMT Diam e2 MGW SS7 F-Link H.248 M2UA IUA 751x MG 5750 SSC A-RACF CLF 7510 MG C-BGF Broadband Access Network DHCP Access Border Control DNS PC w/web access + soft client Genesys Agents as IMS Users SIP phone media signaling T-Lib Connection

  17. Alcatel-Lucent’s IMSALU helps Belgacom DIS prepare for the future Challenges • Hardware based directory assistance, limited to assisting with phone number enquiries; switching equipment reaching end of life. • Alcatel-Lucent solution • a software solution that will provide advanced new features along with a more flexible and cost effective means of supplying the service. The solution software will reside in Belgacom’s data centers. Alcatel-Lucent’s Internet Protocol Multimedia Subsystem (IMS) – which is already in use by Belgacom - will provide access to the data centers through the cloud. With the new system Alcatel-Lucent is providing a richer set of services, built upon the foundation of IP architecture from Genesys for the management of both customer service software and IMS. Alcatel-Lucent’s Services business is integrating all aspects of the solution along with the Soleo software designed specifically for directory information access already deployed in DIS network. «What traditionally was known as a basic service assisting on phone number enquiries (1207, 1307, 1407) will considerably change in the future. By using the latest trends of social media and chat, we considerably enhance the user experience. The new Alcatel-Lucent platform will allow us to evolve towards an interactive multimedia service, which will bring new experiences to the Belgian telecom users» Olivier Mabille, head of Directory Information Services of Belgacom

  18. WE OFFER OUR CLIENTS Packaged, repeatable INDUSTRIALIZED SOLUTIONS built for the most complex network renovation, monetization and consolidation challenges. Proven SOFTWARE-ENABLEDdelivery techniques that ensure quality and reduce time to market. Advanced agile methods that allows us to CO-CREATE with the Client the solution that meets their specific needs. THE ALCATEL-LUCENT PROFESSIONAL SERVICES DIFFERENCE

  19. THE DEPTH OF OUR EXPERIENCE THE BREADTH OF OUR EXPERIENCE 180M+ 110M+ 90M 70M THE UNIQUENESS OF OUR EXPERTISE 175+ TIM

  20. Alcatel-Lucent Services, our Genesys deploymentsTHE Telco Solution ProviderMULTIVENDOR environment A Genesys Global Partner

  21. ZON SIP Architecture and Main Features NICE SIP Phone Wallboard C3T Hyperion Supervisor Desktop Phone Bar CCPulse Call Center Reporting Recording Routing Genesys Suite LDAP Configuration System Management System Media System Routing System Services System Tibco SOA IVR System Reporting System Siebel Connector Outbound System Multimedia System Siebel IVR Failures NICE LOQUENDO

  22. HARNESSING THE NETWORK AS A BUSINESS PLATFORM TRANSFORMING THE NETWORK ApplicationsMedia Connected Customer Experience Carrier Cloud New Conversation Experience Video Conclusion: taking the right decision @ the right time AGILITY: THE OPERATOR'S GREATEST STRATEGIC CHALLENGE • Applications life cycle can sometimes be very short • Many will never gain Customer’s attention (understand willingness to pay for it) • Service Providers more than ever, have to remain Agile on all fronts. • Alcatel-Lucent has developed a complete process to assist YOU !

  23. ALU Contact Center CompetenceCenters :Global Expertise and Local Presence + 100 High Qualified People in Area of Contact Center (including 25% low/mid Cost) GERMANY UK / NORDICS RUSSIA FRANCE ROMANIA IPTC Demo Center ITALY SPAIN/PORTUGAL CHINA MEXICO ENGINEERING BRAZIL PRESALES AUSTRALIA

  24. ALCATEL-LUCENT PROFESSIONAL SERVICESYOUR TRANSFORMATION & INNOVATION PARTNER TRANSFORMING THE NETWORK NEXT GEN. WIRELESS • Solutions to support Broadband RAN (LTE, lightRadio, data offload, small cells) for homogeneous and HetNet deployments. • NEXT GEN. FIXED • Solutions for the transition to converged IP/Optical backbone, backhaul, edge and core networks. • Solutions to consolidate legacy PSTN assets. • CLOUD • Solutions to build the cloud - IaaS • Enabling virtual network elements on the cloud - virtual Telco • Applications integration for cloud providers - SaaS • OSS/IT • Service Performance management, assurance and fulfillment. HARNESSING THE NETWORK AS A BUSINESS PLATFORM • CUSTOMER EXPERIENCE • Subscriber Self Service, call center, device management, Customer Analytics. • ADVANCEDCOMM • Voice Network Evolution to IMS and social communication and next gen. Messaging. • APPLICATION ENABLEMENT • Customer API creation enabling new services, business models, and analytics. • MOBILE COMMERCE • Deployment Services for Optism and Digital Media Store. • PAYMENT, CHARGING AND BILLING • Smart Charging, revenue Assurance, and Payment Transformation. CONSULTING AND CO-CREATION WITH CLIENTS FOR FASTER INNOVATION & SERVICES.

  25. BELL LABSINNOVATING AT THE SPEED OF IDEAS GLOBALREACH A HERITAGEOF INNOVATION LIFE-CHANGING TECHNOLOGIES • DSL • PON • WiMAX • WDM • The transistor • PRESENCE IN 8 COUNTRIES • Belgium • China • France • Germany • Digital signal processing • CCD • Communications satellites • The laser • Cellular telephony • India • Ireland • South Korea • United States MARKETIMPACT DEFINING THE FOREFRONTOF THE INDUSTRY • 29,133 active patents • Collaboration with >250 universities worldwide • Multiple Open Innovation Initiatives • 2011 BREAKTHROUGHS • lightRadioTM • FP3 Chip • VDSL2 Vectoring • Cloudband • 100G XR (eXtended Reach) Optical

  26. Enable an unrivalled customer experience Ground–breaking applications and personalized services Re-alignment of application development structures and processes Fuel innovation and create powerful new ecosystems HIGH LEVERAGE NETWORK™ ENABLES APPLICATION REVENUE APPLICATIONENABLEMENT

  27. VALUE OF SUCCESS WHAT’S THE VALUE?

  28. HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION UNIVERSALACCESS APPLICATION ENABLEMENT • CAPTIVATE YOURCUSTOMERS • Pioneer new media, new content, new applications • Manage the real-time end customer experience • PROVIDE BROADBANDEVERYWHERE • Deliver wireless all around • Enable open access for all • Bridge the fixed and mobile worlds NETWORKEVOLUTION OPERATIONALTRANSFORMATION • LEVERAGE YOURNETWORK • Address the data explosion • Deliver service innovation at speed • Transform and simplify your network • TRANSFORM YOUROPERATIONS • Optimize costs • Increase focus on superior QoE and growth drivers • Mitigate transformation complexity and risk

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