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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT
APPLICATION STRATEGY
Didier Usé
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT
REALIZING THE POTENTIAL
OF A CONNECTED WORLD
BROADBAND EVERYWHERE is speeding up life
and business. It takes NO TIME to go from having
a NEW IDEA, to TOUCHING PEOPLE’S LIVES.
We must innovate – and HELP OUR CUSTOMERS
INNOVATE – at the speed of ideas.
“
“
Ben Verwaayen
Chief Executive Officer
FAST
FACTS
• Headquarters: Paris, France
• Annual revenues: approx. €15.3
billion
• Employees: approx. 76,062
• More than 130 countries
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
•
•
•
•
R&D budget: €2.4 billion
Active patents held: 29,133
Patents awarded in 2011: 2,655
Nobel Prizes won: 7
WHICH LIST STARTS WITH ALCATEL-LUCENT AND
ENDS WITH ZYNGA?
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
GLOBAL REACH
% OF 2011 REVENUES
N. AMERICA: ~38%
EUROPE: ~30%
ASIA PACIFIC: ~17%
REST OF WORLD: ~15%
Russia
Romania
Poland
Slovakia
Ireland
UK
Belgium
France
Germany
Turkey
Netherlands
Israel
Italy
Spain
Canada
USA
South Korea
China
India
Taiwan
Singapore
Brazil
Australia
WORLDWIDE
PRESENCE
more than 130 countries
Executive Briefing Centers
Research Centers
IP Transformation Centers
Product and Solution
Development Centers
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
EMPLOYEE
NATIONALITIES
more than 100
INDUSTRY MARKET TRENDS: SIX MAJOR DRIVERS
WHERE IS DEMAND COMING FROM?
1. IS IT BROADBAND? 2. IS IT WIRELESS?
435
Million
2009
532
Million
2011
691
Million
2015
4.6 Billion
2009
2.7 Billion
2011
(SMARTPHONE
SALES)
2009
2011
40 %
Smartphones
2015
2009
2010
50%
18 Billion
Billion
2009
2015
Applications downloads
5. IS IT VIDEO?
(SMARTPHONE
SALES)
SALES)
2015
Mobile connections
1 Billion
428 Million
180 Million (SMARTPHONE
41.7
Billion
Billion
Fixed broadband connections
4. IS IT DEVICES?
7.8
6
3. IS IT CONTENT/APPS?
6. IS IT CLOUD?
62%
$7
$89.4
$177
Billion
Billion
Billion
2012
2015
Internet video share of consumer
Internet traffic
90% forecast to be the sum of all forms of
video traffic by end 2015 (TV, video on
demand [VoD], Internet, and P2P)
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
2009
2011
Public cloud revenue
2015
CUSTOMERS
WE SERVE
SERVICE
PROVIDERS
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.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE
NETWORK™ (HLN)
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
THE CXS GOAL
DESIGN AND
DELIVER A MARKETLEADING CUSTOMER
EXPERIENCE
MANAGEMENT
ANALYTICS
OPTIMIZATION
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
Quality
Quality
Agree/
Get
Consume
Care
Care
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
Support
Pay
Value
Value
Reward
Leave
Customer
Customer
Satisfaction
Satisfaction
CUSTOMER How
MANAGEMENT:
SIMPLIFY
CUSTOMER
INTERACTIONS
TO IMPROVE
PROFITABILITY
Customer
Interaction:
Instant business
impact.
Strong Technical
Constraints.
does Genesys fits in the picture
TOUCHPOINTS
SERVICE
MODEL
FUNCTION
CHANNEL
ALU is priming End2End Solutions, integrating
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
Customer Experience Management for Mobile
Improve call resolution, decrease handling time for mobile consumers
Customer
Service
Console
Devices
Services
Visibility &
troubleshooting
Genesys Voice Platform
Interactive Voice Handling
Process integrated in Care flow
Data Integration and
Service Orchestration
SMP
Diagnose
Remedy
Identify
Wireless
Network
Guardian
WDS Device
Capabilities
KB
11
Mobile
Device
Mgr
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Network
MOTIVE AT VERIZON
• 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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
MOTIVE CUSTOMERS
150+ Leading Service Providers Worldwide
TELUS
Bell Canada
Aliant
TDS
Verizon
Verizon Wireless
Windstream
Hawaiian Telecom
AT&T
CenturyLink
Frontier
Time Warner Cable
Telefónica Colombia
Telefónica Perú
Telefónica Argentina
Telecom Argentina
Telefónica Chile
Centertelecom
Far Eastern Telecommunications
ARCOR
Sibirtelecom
HanseNet
Southern Telecommunications
Iceland Telecom France Telecom
PT Luxemborg
VolgaTelecom
BSkyB
SFR
Sunrise
MGTS
BT
Bouyges TelecomTeracom
China Mobile
02 - UK
T-Online France
CT- Hubei
KPN
Telecom Solvenia
CT - Sichuan
Vodafone – UK
Monaco Telecom
Orange NL
CT - Xizang
Rom Telecom
Vodafone - Ireland
Scarlet
Online Nederland
CT- Zhejiang
T-Magyar Telekom
Vodafone – Spain
CU- Shanxi
Ziggo
T-Hrvatski Telekom
Chungwa
Telefonica - Spain
Mobistar
TOT
Portugal Telecom
Scarlet
Vietco
Telefonica 02 - Czech Rep
Vodafone – Portugal
VNPT
Telekomunikacja Polska SA
Swisscom
ZON
ISKON
Telecom Italia
CYTA
SoftbankBB
TELE2
ForthNet
Softbank Mobile
Bharti Aitel
Tiscali
NetOne
BSNL
Vodafone - Italy
Metronet
MTNL
Wind
Vodafone – Greece
Wind Hellas
TTNET
Super Online
SingTel
Saudi Telecom
Tellcom
Turk Telecom
Globe Telecom
Jordan Telecom
Koc.net
LINKdotNET
Telstra
Telecom Egypt
Optus
Cote D'Ivoire Telecom
Primus
Tunise
Telecom
Telefónica Brasil
TE Data
Telecom New Zealand
Q Tel Qatar
Vodafone - New Zealand
Du
HIGH LEVERAGE NETWORK™
A PLATFORM FOR VALUE CREATION
APPLICATION
ENABLEMENT
UNIVERSAL
ACCESS
CAPTIVATE YOUR
CUSTOMERS
• Pioneer new media, new
content, new applications
• Manage the real-time
end customer experience
PROVIDE BROADBAND
EVERYWHERE
• Deliver wireless all around
• Enable open access for all
• Bridge the fixed and mobile
worlds
NETWORK
EVOLUTION
OPERATIONAL
TRANSFORMATION
LEVERAGE YOUR
NETWORK
• Address the data explosion
• Deliver service innovation
at speed
• Transform and simplify
your network
TRANSFORM YOUR
OPERATIONS
• Optimize costs
• Increase focus on superior
QoE and growth drivers
• Mitigate transformation
complexity and risk
… It all started with IN Services
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Alcatel-Lucent’s NGN
IP Contact center in 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 »
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Genesys and ALU IMS
• Genesys has a standards-based IMS implementation
• Development and QA Validation is performed against AlcatelLucent 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
Let’s now study the detailed call flow
Genesys in IMS 7.7/9.0/ICS2.0 - Network Architecture
Genesys
Framework, URS,
Stat Server, etc
5420 PCM
Web Portal
5420 CTS
TAS
SIP
SIP
Media Media
Server Server Server Server
5100 CMS
VMS
SIP Mr
Diam
Sh
SIP Isc
8650 SDM
1440 USDS SLF/
HSS
VitalQIP
DNS/ENUM
Diam
Cx/Dx
5450 SPDF
Diam Gq
IRC
H.248
Ia
DHCP
DNS
PC w/web
access
+ soft client
T-Lib Connection
SIP phone
5900 MRF
MRFC/P
5020 MGC8
SIP Mx 5025 VSG
IBCF/
SPDF
LI
I-CSCF
ECSCF
SIP Mg
BGCF
FEPH
Diam Rq
SIP Gm Diam e2
5750
A-RACFCLF
SSC
Broadband
Access Network
Genesys as
IMS App Server
1357 ULIS
LIG
SIP
Ma
5450 ISC
S-CSCF
PSecGW
CSCF
Management
Console
SIP Mj
H.248
MGCF
SIP
LEA
IRI,
target admin
7510 MG
IBGF
FortiGate
SIP
FW
peer IP
Network
SS7 A-Link
IMT
MGW
SS7
H.248
751x MG
F-Link
M2UA
C-BGF 7510
MG
PSTN
IUA
Access Border Control
Genesys Agents
as IMS Users
signaling
media
Alcatel-Lucent’s IMS
ALU 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 AlcatelLucent 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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
THE ALCATEL-LUCENT
PROFESSIONAL SERVICES DIFFERENCE
WE OFFER OUR CLIENTS
• Packaged, repeatable INDUSTRIALIZED SOLUTIONS
built for the most complex network renovation, monetization
and consolidation challenges.
• Proven SOFTWARE-ENABLED delivery 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.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
THE DEPTH OF
OUR EXPERIENCE
180M+
THE BREADTH OF
OUR EXPERIENCE
110M+
90M
THE UNIQUENESS OF
OUR EXPERTISE
175+
TIM
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
70M
Alcatel-Lucent Services, our Genesys deployments
THE Telco Solution Provider
MULTIVENDOR environment
A Genesys Global Partner
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ZON SIP Architecture and Main Features
Wallboard
SIP Phone
NICE
C3T
Hyperion
Phone Bar
Supervisor Desktop
CCPulse
Call
Center
Reporting
Genesys
Suite
Recording
Routing
LDAP
Configuration
Management
Media
System
System
System
Routing
Services
System
System
Tibco SOA
IVR
Reporting
Siebel
Outbound
Multimedia
System
System
Connector
System
System
Siebel
IVR Failures
NICE
LOQUENDO
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Conclusion: taking the right decision @ the right time
AGILITY: THE OPERATOR'S GREATEST STRATEGIC CHALLENGE
TRANSFORMING
THE
NETWORK
Carrier
Cloud
Connected
Customer
Experience
Applications
New Conversation
Media
Experience
Video
HARNESSING THE
NETWORK
AS A BUSINESS
PLATFORM
•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 !
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALU Contact Center Competence Centers :
Global Expertise and Local Presence
+ 100 High Qualified People in Area of Contact Center
(including 25% low/mid Cost)
GERMANY
UK / NORDICS
RUSSIA
FRANCE
IPTC Demo Center
ROMANIA
ITALY
SPAIN/PORTUGAL
CHINA
MEXICO
ENGINEERING
BRAZIL
PRESALES
AUSTRALIA
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT PROFESSIONAL SERVICES
YOUR 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.
OSS/IT
• Service Performance
management, assurance
and fulfillment.
CLOUD
• Solutions to build the cloud - IaaS
• Enabling virtual network elements
on the cloud - virtual Telco
• Applications integration for cloud
providers - SaaS
HARNESSING THE NETWORK AS A BUSINESS PLATFORM
CUSTOMER
ADVANCED
EXPERIENCE
COMM
• Subscriber Self Service, • Voice Network Evolution
call center, device
to IMS and social
management, Customer
communication and next
Analytics.
gen. Messaging.
APPLICATION
MOBILE
PAYMENT, CHARGING
ENABLEMENT
COMMERCE
AND BILLING
• Smart Charging, revenue • Customer API creation • Deployment Services
enabling new services,
for Optism and Digital
Assurance,
business models, and
Media Store.
and Payment
analytics.
Transformation.
CONSULTING AND CO-CREATION WITH CLIENTS FOR FASTER
INNOVATION & SERVICES.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
BELL LABS
INNOVATING AT THE SPEED OF IDEAS
•
•
•
•
GLOBAL
REACH
A HERITAGE
OF INNOVATION
PRESENCE IN 8 COUNTRIES
LIFE-CHANGING TECHNOLOGIES
Belgium
China
France
Germany
•
•
•
•
•
•
•
•
•
India
Ireland
South Korea
United States
MARKET
IMPACT
DSL
PON
WiMAX
WDM
The transistor
•
•
•
•
•
Digital signal processing
CCD
Communications satellites
The laser
Cellular telephony
DEFINING THE FOREFRONT
OF 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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE NETWORK™
ENABLES APPLICATION REVENUE
APPLICATION
ENABLEMENT
• 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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
VALUE OF SUCCESS
WHAT’S THE VALUE?
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
HIGH LEVERAGE NETWORK™
A PLATFORM FOR VALUE CREATION
APPLICATION
ENABLEMENT
UNIVERSAL
ACCESS
CAPTIVATE YOUR
CUSTOMERS
• Pioneer new media, new
content, new applications
• Manage the real-time
end customer experience
PROVIDE BROADBAND
EVERYWHERE
• Deliver wireless all around
• Enable open access for all
• Bridge the fixed and mobile
worlds
NETWORK
EVOLUTION
OPERATIONAL
TRANSFORMATION
LEVERAGE YOUR
NETWORK
• Address the data explosion
• Deliver service innovation
at speed
• Transform and simplify
your network
TRANSFORM YOUR
OPERATIONS
• Optimize costs
• Increase focus on superior
QoE and growth drivers
• Mitigate transformation
complexity and risk
31
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.