All rights reserved © 2006, Alcatel Enhancing Enterprise Productivity with Managed Communication Services Gabriel Karam Marketing & Business Development

All rights reserved © 2006, Alcatel

Enhancing Enterprise Productivity withManaged Communication Services

Gabriel Karam Marketing & Business Development Manager Middle East Africa, India & Turkey ATIF 2006 - May 25th, 2006 - Shangri-La Resort Muscat


What are we here to speak about?

ManagedManaged

CommunicationCommunication

ServicesServices

What is it? Managed: by a Service Provider Communications: from connectivity to

interactions Services: including management and operations

Why now? Communication over IP is changing the game

(business models, new service opportunities) Employees’ mobility is becoming a must have Competition is coming from everywhere

For whom? Any enterprise size from SMBs to Fortune1000 Any configuration from HQ to branch offices Any service provider from SI to ASP to Network

SP


Enterprise Communication Market Drivers…

Large,Medium

Small

SoHo

What Enterprises want for their Budget:• Make savings• Budget flexibility: Capex to Opex• Visibility and cost control for a

guaranteed level of service• External partners for non-core

activities

Sourcing

Technology

What Enterprises want from Communication Solutions:• Move to IP• FMC: Fixed Mobile Convergence• Improve Employee Interaction• Improve Customer Interaction

Enterprises Enterprises

Business


...and Threats

Shortage of IP Communication skills– Which solutions / architecture to select? How to

migrate ?– How to move support people from TDM to VoIP ?– How to integrate VoIP with IT systems ?

Unwillingness to invest amid uncertainty– Uncertain volume ramp-up / headcount evolution– Uncertain technology evolution– Limited upfront CAPEX budgets

Lack of control on operating costs and risks– Growing mobile services costs out of control– Unclear departmental cost split between Telecom/IT– …


Enterprises are looking for partners with new service business models

Is equipment / service shared between

enterprises ?

Who operates theequipment/service ?

Where is equipment /

service located ?

In-houseIn-houseOutsourcingOutsourcing(Ownership)(Ownership)

Net-sourcingNet-sourcing(Sharing)(Sharing)

Out-taskingOut-tasking(Operations)(Operations)

Enterprise

Who owns the equipment ?

Enterprise

Service Provider

Service Provider

Enterprise

Enterprise

Enterprise or Service Provider

Service Provider

Enterprise

Service Provider

Service Provider

Service Provider

Not shared

Not shared

sharedNot shared

E.g. In-house IP-PBX

E.g. Managed IP-PBX

E.g. Hosted IP-PBX

E.g. IP Centrex


Operator, Carrier

Channels (*)

Alcatel

MCS business model with Service Providers

Enterprise

1

2

1. Enterprise subscribes to Service, single subscription, one-stop-shopping: connectivity, traffic, internal (multi-site) calls, external calls, Business Communication, Employee and Customer Interaction

2. Service Provider is the one face to the customer, for services with SLA; bills the Enterprise monthly (per user): connectivity, traffic, Business Communication, etc.

3. Service Provider (or Alcatel and /or Alcatel channels (*)) do Installation, Maintenance, Management, customer support

4. Service Provider buys solution and services from Alcatel. Business model for equipment is optimized to facilitate “pay per month, per user”. Integration , financing, outsourcing, support services are proposed.

1. Enterprise subscribes to Service, single subscription, one-stop-shopping: connectivity, traffic, internal (multi-site) calls, external calls, Business Communication, Employee and Customer Interaction

2. Service Provider is the one face to the customer, for services with SLA; bills the Enterprise monthly (per user): connectivity, traffic, Business Communication, etc.

3. Service Provider (or Alcatel and /or Alcatel channels (*)) do Installation, Maintenance, Management, customer support

4. Service Provider buys solution and services from Alcatel. Business model for equipment is optimized to facilitate “pay per month, per user”. Integration , financing, outsourcing, support services are proposed.

3(*)

3

(*) Alcatel and its partner can do the service (installation, maintenance, management, customer support) for the CPE part of Operators/Carriers offering when they do not have their own channels

4


Alcatel overall MCS solutions portfolio

Mobile Worker

Main Office 1

Main Office 2

IP-PBX

PBX

Branch Office

@

Home/Remote Worker

@ Small BranchOffice,

Home/Remote Worker

Branch Office

IP-PBXGateway

PSTN MobileNGNHostedIP-PBX

Network Applications(Corporate Mobility Manager, ONEphone,

Virtual PBX, Contact Center, Messaging, Conferencing, etc.)

Management

SoftSwitch + Apps

AppServers


Services covered with MCS

Managed Business Communication Services (MBCS)

Managed IP PBX

Managed Employee Interaction Services (MEIS)

Multi-Media Conferencing

Managed Customer Interaction Services (MCIS)

Contact Center Outsourcing


Main Office 1

Main Office 2

IP-PBX

PBX

Branch Office

@

Home/Remote Worker

@ Small BranchOffice,

Home/Remote Worker

IP-PBXGateway

PSTN NGNHostedIP-PBX

Management

Private IP Communication Network

Managed IP-VPN

Managed Leased lines

Enterprise Directory, Full features transparencyLeveraging IP-VPNEnterprise Applications

Enterprise Directory, Full features transparencyLeveraging IP-VPNEnterprise Applications

Private Network ManagementPrivate Network Management

Reduce company communication costswhile improving communication

services Reduced cost for company Voice traffic:• Free Internal traffic: no external calls for intra company communication• eliminate costly TDM leased lines with the use of existing data IP-VPN for VoIP• Economy of scale through PSTN access centralization

Efficient enterprise communications:• single numbering plan, dial-by-name for the entire company• features transparency independently from physical location• Enterprise Applications accessible to all in the network.

Reduced cost for company Voice traffic:• Free Internal traffic: no external calls for intra company communication• eliminate costly TDM leased lines with the use of existing data IP-VPN for VoIP• Economy of scale through PSTN access centralization

Efficient enterprise communications:• single numbering plan, dial-by-name for the entire company• features transparency independently from physical location• Enterprise Applications accessible to all in the network.

Branch Office


Case Example:

Business Challenge

– Declining SMB CPE resale revenues– Sales focus on legacy services– Limited support resources– Opportunity for managed solution

Solution Business Value

Flexible CPE–Omni IP-PBX anchoring managed service offer

Operational support– Installation management maintenance– Field “sales support mentors”

– Service contract value up 50%

– Average Customer revenue + 15%

– Average fulfilment cycle down 3-7 days

– ‘Good’ to ‘Excellent’ rating > 85%

Alcatel’s Managed MCS solution grew Verizon’s incremental customer revenue

15%


Verizon

• Small and Medium Businesses (SMBs)

• MCS offering from Verizon that includes:• OmniPCX Office as Voice, Data, Internet CPE• Voice connectivity and traffic• Internet connectivity and associated network services (web, e-mail, etc.)

• Verizon is the owner of the customer and sells the solution that is co-branded Verizon-Alcatel. Verizon is the one-stop-shopping for the customer (sales, monthly billing)

• Installation, management, maintenance, customer support for OmniPCX Office at customer’s premises is done by Alcatel and its partners on behalf of Verizon MCS

• Small and Medium Businesses (SMBs)

• MCS offering from Verizon that includes:• OmniPCX Office as Voice, Data, Internet CPE• Voice connectivity and traffic• Internet connectivity and associated network services (web, e-mail, etc.)

• Verizon is the owner of the customer and sells the solution that is co-branded Verizon-Alcatel. Verizon is the one-stop-shopping for the customer (sales, monthly billing)

• Installation, management, maintenance, customer support for OmniPCX Office at customer’s premises is done by Alcatel and its partners on behalf of Verizon MCS

Branch Office

@

Main Office

OmniPCX Office

PSTN Internet

Management

Managed OmniPCX OfficeVoice, Data, Internet

Managed OmniPCX OfficeVoice, Data, Internet




Managed IP PBX






PresencePresence

IMIM

add voiceadd voice

add dataadd data

add videoadd video

addadd

moremore

participantparticipantss

Multimedia Conferencing & Collaboration Services


Conference calls Scheduled and Recurring Meet Me and Ad Hoc Mixtures of dial-in and

dial-out Mixtures of PSTN and VoIP Roll Call Leader required and

leaderless Access codes: automatic

or assigned Delegates for scheduling Lecture mode

Zero-footprint browser GUI

Windows, Unix, Macintosh No downloads

Conference Management

Mute, hold, drop, add Remote access over SSL Reserved executive

ports Capacity notification Conference locking

Record/Playback Synchronized playback

of audio and web conference

Playback through PC or telephone

Play recordings into conference

Integration into mail

Email invitations Calendar entries

Instant Collaboration with My TeamworkSimple & User Friendly

Schedule a conferenceSchedule a conference

Conference Details

OK Cancel

* Conference Name:

General options

Leader must be present for conference to start

Create a web link that allows people to join the conference toll-free

Record and announce callers' names

Dial-in options

Play tones when callers join and leave the call

Use Lecture Mode (callers are muted as they dial in to the call)

Allow callers to un-mute themselves by dialing ##1

Billing Codes (optional)

Department: Project:

Access Codes

Start Date:

Duration:

11/13/04

1 0hours minutes

US/Eastern8:30 AM

Recurrence:

Type: Scheduled Reservationless More information...

Number of people expected (including yourself)

Participant Code...Leader Code...

Request a specific access code (optional)

None

Add recurrence...

2


MM collaboration provides immediate business value

Reduced costs Reduces travel expenses Leverages customer's existing infrastructures Pure software, browser based, platform independent

Improved Team Collaboration capabilities A new User Interface leveraging IM and Presence One-click voice conferencing and interactive web

presentations Ad hoc or scheduled, one-time or recurring conferences On site or remote setup and participation Application and desktop sharing


Multimedia conferencingExamples of implementation

IP WANIP WAN

PSTNPSTN

CPE – In houseOmniPCX OmniPCX EnterpriseEnterpriseOmniPCX OmniPCX EnterpriseEnterprise

CPE – In houseAny PBXAny PBXAny PBXAny PBX

My TeamworkMy Teamwork

OXE OXE >> 6.0 6.0

My TeamworkMy TeamworkPBX PBX

gatewaygateway

IP MPLSIP MPLS

Hosted

OXEOXE

Service ProviderService ProviderService ProviderService Provider

MMICMMIC

Company Company XYZXYZ

ISDN


Company Challenges

Be able to differentiate in a very competitive market

Ring2 offers enhanced telephony and conference applications to SMEs in UK & NA

Purchase a solution able to help them to grow rapidly and reduce time to market

Recent partnership with “Callways”, a SP in NA, to provide collaboration/conferencing services to 1500 SMEs

Differentiate and reduce time to marketSuccess Story

Financial Benefits

Ring2 caught around 25 enterprise customers within the first 6 months of operations

Current own customer base of approx. 40 enterprises

Grow to provide 1500 SMEs with conferencing/ collaboration services in NA

Short ROI period

Operational Benefits

Pricing model

Ring2 adopted a /minute pricing business model. They intend to adopt soon a flat fee pricing model (flat fee /user /month)

Differentiators

Ring2 developed a SMS Gateway solution. Conf. managers send a SMS to the eDial server, with the phone number(s) of participants(s). The system calls first the conference manager, and then calls and connect all participants in the conference

Alcatel Solution

Alcatel provided Ring2 with their first collaboration solution in 2003

Deployment in both PSTN and NGN

Installed base of 12 servers

5 new servers delivered in 2005

1 upgrade per year




Managed IP PBX






Contact center access is a mainstream

Support and advice applications (IT and professional services)

“Continued growth within the call-center industry, which happens to be the largest customer segment for dedicated services, provides positive growth in minutes and revenues.”

Source: Frost and Sullivan, “US Toll-Free Services Markets”, December 2004


Genesys Call center integrated with Network Call Routing

TDM IP

SoftswitchSSP

Enterprise

Service Provider

Fine-routing logic

Fine-routing logic

Announcementsbusiness logic

Announcementsbusiness logic

8788MRP

8642FRC

Any caller, any network, to any agent

Agents

SOHO – VoIP

AgentsT-Server

Site with IP PBX

TDM

Site with TDM PBX SOHO – TDM

AgentsT-Server

Agents

Works with NRS to get the phone number of the best-available

agent based on real-time agent status

Works with NRS to get the phone number of the best-available

agent based on real-time agent status

Customer-related database information

Customer-related database information

NRS

Works with MRP to ensure most efficient

use of ports and

calculate correct

charging model

Works with MRP to ensure most efficient

use of ports and

calculate correct

charging model

Coarse- routing logic

Coarse- routing logic


Alcatel 8642 FRC Integration with Genesys

Alcatel 8642 FRC responsible for routing across BT's core network

Network-based, call-answering service

Transfer calls between multiple sites without tie-lines

Genesys Advanced Intelligent Network (BT GAIN)

Genesys NetworkPlatform (GNP)

Networked IVR, skill-based routing, computer telephone integration (CTI) features and efficient call transfer

Can be used with any kind of numbers: toll-free, shared cost or premium rate

Contact centers for large enterprises

Supports 30,000 agents

Universal queue: web, e-mail, voice

A Western European Telco

Provides managed contact center services to a large enterprise

Alcatel 8642 FRC combines with Genesys Expert Contact and network based vXML-based interactive voice response (IVR)


In Summary

Alcatel MCS offer:• Comprehensive• Smooth service convergence• Budget flexibility Opex v/s Capex• Visibility & cost control• Guaranteed level of service• Focus on core business


www.alcatel.com

Thank you

Documents

All rights reserved © 2006, Alcatel Enhancing Enterprise Productivity with Managed Communication Services Gabriel Karam Marketing & Business Development