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How Service Providers Create Customer Loyalty and Win New Customers (SP-05). John Drolet – VP Service Provider Sales Aastra Telecom. Session abstract.

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How service providers create customer loyalty and win new customers sp 05 l.jpg

How Service Providers Create Customer Loyalty and Win New Customers(SP-05)

John Drolet – VP Service Provider Sales

Aastra Telecom


Session abstract l.jpg
Session abstract Customers

  • Today's carriers and service providers are searching for ways to gain a competitive advantage and retain their customers, but without the inevitable cost and cycle times inherent with traditional equipment deployment strategies that disrupt customer habit. It is essential that they tap consumer validated, on-demand feature sets to add value to their service quickly, securely, and cost-effectively in order to continue to realize market relevance. As VoIP, IM, and telephone service providers search for convergence applications that can capture and retain consumers, the key to widespread adoption is a deep understanding of mainstream market needs (read as traditional applications offered by Legacy PBX systems) and the importance of PSTN interoperability. It is critical to add value to what consumers use today by rapidly developing ondemand applications that are built on top of existing networks, bridging widely used online and PSTN communication tools without disturbing customer behavior. The presenter will discuss the next era of mainstream VoIP adoption and what service providers can expect as the application layer continues to separate from the underlying transport.


From wired centrex to hosted voip l.jpg
From Wired Centrex to Hosted VoIP Customers

  • Hosted IP Telephony has moved the Carrier to the DESKTOP.

    • The de-centralized PBX and traditional wired Centrex are replaced with Centralized Hosted VoIP;

      • Less capital investment

      • Focus on applications – web based dashboards, Unified Communications (UC), Content Delivery (XML)

  • In short “VoIP provides a platform for development”

    • We will focus on two emerging VoIP areas;

      • Application Development through XML and delivery through IP Telephones

      • Enterprise Mobility


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Branch Offices Customers

The VoIP architecture allows application developers to address the user / IP telephone rather than the PBX.

Remote International Workers

Headquarters / Large Office

Third Party Application / Server Farm

VOIP Aware

Network

Hosted IP Telephony

Server Farm

Small Office


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IP phones are mini PCs, where is the application value? Customers

XML - Extensible Markup Language


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Aastra 480i IP Phone Customers

  • Large screen IP phones present an application delivery interface for Carriers, Customers and Resellers alike.


Xml architecture l.jpg

Aastra SIP Phone Customers

Aastra SIP Phone

LAN

Corporate LAN

Internet

HTTP

HTTP

Any protocol

Public Web Server

HTTP

SIP Softswitch

SIP Softswitch

Web Server

Web Server

Application

XML architecture

Access to Corporate applications

Access to Internet applications



Xml uses and applications w ip phones l.jpg
XML – Uses and Applications w/ IP phones Customers

  • Media and Information at your figure tips.

  • Enhancement to the Telephone feature set or use in vertical applications;

    Carriers and Service Providers, Human Resources, Travel and Hospitality, Education, Law Enforcement


Enhancements applications and uses continued l.jpg
Enhancements, Applications and Uses continued Customers

  • Carriers and Service Providers: Service level inquiry, Create Service Orders, Account Balances & Billings, Calling Card Minutes Remaining, Send SMS Messages, Promotions & Notifications , Contact Center Metrics

  • Human Resources: Available Vacation Days, Available Personal Days, 401K balance, Clock-In/Clock-Out, Reserve Meeting Rooms, Shipment Tracking

  • Travel and Hospitality: Current Balance, In-Room Dining Ordering, Delivery Dining Options, Extend Stay, Schedule Airport Shuttle, Request Housekeeping/Engineering, Leave Feedback, Wake-Up Call, Book Corporate Travel, Do Not Disturb

  • Health Care: Test Results, Manage Appointment, Appointment Reminders, Take-Your-Medicine Reminders, Order Hospital Meals, Check Pharmacy Inventory, Schedule Blood Donation

  • Education: Attendance, Request Substitute Teacher, Review Open Requests for Substitute Teacher, Schedule Classes, Request Dorm Room Change, School Closing Notification/Status, Parent Contact Info

  • Law Enforcement: Amber Alerts, Traffic Ticket Plead By Phone, Fugitive Alerts


Aastra sponsored xml sites note these sites changes often and some are under development l.jpg
Aastra sponsored XML Sites CustomersNote: These sites changes often and some are under-development.

XML LABEL DESCRIPTION XML FIELD VALUE

World Clock Current time http://65.205.71.13/xml/clock/clock.php

Horoscope Weekly updated http://65.205.71.13/xml/horoscope/horoscope.php

ESPN feed NBA, NFL, NHL http://65.205.71.13/xml/rss/rss.php?feed=espn

Google SMS Searching http://65.205.71.13/xml/google/google.php

CNN feed, Top stories, http://65.205.71.13/xml/rss/rss.php?feed=cnn

Movies New Releases http://65.205.71.13/xml/rss/rss.php?feed=movies

Today Quote of the day http://65.205.71.13/xml/rss/rss.php?feed=day

Stock Quote using yahoo.com http://65.205.71.13/xml/stock/stock.php

Weather in North America http://65.205.71.13/xml/rss/rss.php?feed=weather




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Mobility in the Hosted IP world include: Customers

  • WiFI

    • Early in the adoption curve. New devices being tested.

  • Analog and Digital Cordless Solutions

    • Digital Enhanced Cordless Telecom (DECT)

      • Recently released in the US, proven in Europe.

  • Cell Phones

    • Mass appeal. Disconnected from “Call Control” PBX or Hosted Centrex, tie in to Desk Telephones difficult.


Dect what s it all about l.jpg
DECT: What’s it all about? Customers

  • Designed for

    • Shipping since 1993, mostly in Europe.

    • High capacity in building cellular structured network access

    • Offering full roaming & handover

    • Deployed and tested in over 115 countries

    • Speech transmission quality comparable to the wired telephony service

    • Cost efficient implementations of system components

    • VoIP migration options


Dect superior to wifi for voice applications l.jpg

DECT Customers

Pros

Designed for Voice

WDCT spread spectrum 2.4 and DECT 1.9 GHz.

Digital quality

High range and high density Access Points.

Secured protocol

Mature standard

Scalability

Cons

Just for voice

New in North America

WiFi

Pros

Shared with data access

Pricing

Ubiquity

Cons

Crowded 2.4 GHz frequency

No native handover between cells

Complex radio deployment

Poor range

WiFi security adds delay

No power management, low battery life for handsets

Early adopter stage presents risk

DECT

VoIP / SIP

DECT superior to WiFi for Voice applications?


Mobility solution aastra sip dect 1 9 ghz l.jpg
Mobility Solution - Aastra SIP DECT Customers - 1.9 GHz

IP-PBX (SIP enabled)

IP Phone

Ethernet

Access Points

Access Points

Handover

Handover

Roaming between Access points and locations

DECT handset

DECT handset


Other challenges l.jpg
Other Challenges Customers

  • Getting beyond the demarcation.

  • Staffing up to compete.

  • Customer service and response issues.

  • Wide scale deployment.

  • Pricing vs Traditional PBX/Premise based solutions.


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Questions Customers


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