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

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alcatel lucent realizing the potential of a connected world
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
global reach of 2011 revenues

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

industry market trends six major drivers where is demand coming from
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)

customers we serve
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.

slide9

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

slide10

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

slide11
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

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

MOTIVE AT VERIZON
motive customers
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

high leverage network a platform for value creation
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

alcatel lucent s ngn ip contact center in cala region
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 »
genesys and alu ims
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
let s now study the detailed call flow genesys in ims 7 7 9 0 ics2 0 network architecture

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

alcatel lucent s ims alu helps belgacom dis prepare for the future
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

slide19

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

slide20

THE DEPTH OF OUR EXPERIENCE

THE BREADTH OF OUR EXPERIENCE

180M+

110M+

90M

70M

THE UNIQUENESS OF OUR EXPERTISE

175+

TIM

alcatel lucent services our genesys deployments the telco solution provider multivendor environment
Alcatel-Lucent Services, our Genesys deploymentsTHE Telco Solution ProviderMULTIVENDOR environment

A Genesys Global Partner

zon sip architecture and main features
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

slide23

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 !
alu contact center competence centers global expertise and local presence
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

alcatel lucent professional services your transformation innovation partner
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.

bell labs innovating at the speed of ideas
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
high leverage network enables application revenue
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

slide30

VALUE OF SUCCESS

WHAT’S THE VALUE?

high leverage network a platform for value creation1
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