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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Transform Your Network to embrace and adapt the Digital economy Name : Ted SmithTitle : Director of Sales Consulting, Oracle CommunicationsDate : 27- October 2017
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Characteristic of a Customer Centric Enterprise
• Operates in real-time
• Everything communicates
• Digital services when/where we want it
• The right information/device/time
• Seamless collaboration and innovation
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Enabled by Ubiquitous Communications
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
• Analog to IP Enabled End Devices
• Communication Systems Architecture on IP
• Communication through MPLS Cloud services
• VoIP Enabled Applications – Connect anywhere anytime
• From Voice only to Voice + Video + Text/Application
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Enterprise Journey
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Options Disruption
Oracle ConfidentialCopyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Disruptive Forces
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UC Adoption
SIP TrunkingServices
Smart Phones
Adoption
API Based
Comms
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Enterprise Challenges
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Lines-of-Business driving rapid innovation: Want more, sooner, for less cost!
Users demand simpler, consumer-like experiencesat Any time and Any where
Pace of innovation (e.g. cloud) creating complex network interactions
Difficulty in keeping pace with changing industry regulations
and standards compliance
Increasing vulnerabilities to communications
cyberthreats and fraud
Owned infrastructure that is not responsive to changing
business needs
Enterprise
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Strengthen security• DoS protection• Fraud prevention• Government-grade
encryption
A Digital Enterprise needs to…
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Reduce costs• Monitoring &
troubleshooting solution• Migrate TDM to SIP
Comply with standards and regulations
• PCI compliance solutions• MiFID II and Frank/Dodd
solutions
Improve user experiences• Live customer interactions
for contact center• Multi end-point enterprise
call routing
Increase network agility• NFV• Session and dial plan
management• Modern, API-enabled
recording
Simplify operations• Vendor-neutral SIP services
platform• Centralized recording solution
pressure
from LoBs
non-responsive
infrastructure
network
complexity
cyber-threats
& fraud
regulations &
compliance
UX across
modalities
#COMMUNICATEBETTER
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Compliance/
Security
Application
Integration
Customer
Experience
Mobile
Comms
SIP
Trunking
Building the Digital Enterprise Solution..
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Multi-Vendor
UC
Move to
an all-IP
Infrastructure
Reduce
network
complexity
Peace of mind
and within legal
guidance
Audio/Video
channel
enablement
Extend comms
to business
applications
Deploy secure,
high-quality
remote comms
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Oracle Global IT Deploys SIP Trunking
• Applications
– Deploy SIP trunks for PSTN access
– Private peering with audio conferencing service provider
• Key Benefits– Easily accommodate 32% growth in
conferencing minutes
– High availability and scalability
– Rich E-SBC features
Slashes Costs $7M Per Year and Simplifies Operations
Fortune 86 technology company
135,000 employees worldwide
98 US locations
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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Global Technology Corporation
• Applications
– Connect 180 sites in 30
countries
– Centralized SIP trunking topology
• Benefits
– 60% reduction in service provider costs
– Departmental billing and reporting per user
– Increased productivity
– Extensive security, interoperability, service quality features
– High availability capabilities
– Centralized management and control
RemoteSite
RemoteSite
RemoteSite
Economics
“By implementing SIP trunking & Oracle E-SBCs, [we are] able to reduce PSTN access costs by over 60% without sacrificing security or reliability.”
- Global Voice Service Manager
Regional Data Centers
PSTN
RemoteSite
MPLS Network
RemoteSite
RemoteSite
Europe
Americas
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
• Transitioning to Genesys while using Avaya CM
• Needed to support multiple carriers, Genesys and Avaya for their Contact Center.
• Also looking to use Avaya and Microsoft for Corporate Traffic
• Introducing 3rd party Voicemail
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North American Online University – Use Case
Avaya CM
Provider
Network
M U L T IR E C O R D E R
0
1 5
4
3
2
M U L T IR E C O R D E R
0
1 5
4
3
2
Avaya Session Manager
SIP
TrunkPower Active Reset
AcmePacket SBC
M U L T IR E C O R D E R
0
1 5
4
3
2
Avaya Enablement Server
T-Server
CTI VLAN
A
va
ya
Po
rt N
etw
ork
SIP
Server
Application VLAN
Media
Servers
11. called party
answers
SIP VLAN
Routing
15
1
2
3
189 10
19
27
22
21
Answering
machine
Outbound
Contact
Server
Calling Lists
iWD4
5
6
7
812
13
14
16
23
24
25
17
20
26
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
North American Online University – Use Case
PSTN
H.323
Border SBC
Outside World
Value• Provide efficient and effective routing
between elements• Support interoperability amongst
vendors• Build long term supportable
architecture and visibility.• Achieve session management as a core
responsibility and make it easy to configure and user friendly.
• Reliability and maintainability
AudioConf
3rd Party Voicemail
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Project
• Transforming the contact center from Avaya to Genesys
• Outbound dialer upgrade
• IVR upgrade
• Inbound Call Center upgrade
• With a goal of allowing their customer to easily address their concerns using any media of their choice and cost savings
How to make the transition?
• Using Oracle’s Enterprise Session Border Controllers to provide
– SIP Normalization
– Security
– Media quality and services
• Using Oracle Enterprise Operation to provide
– End to end monitoring and KPIs
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Global Auto Financial Services Group – Use Case
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
European Retailer Deploys IP Contact Center
• Challenges
– Enable remote access for agents and workers
– Multivendor interoperability
– Reduce in/outbound voice network costs
• Key Benefits
– Increased workforce flexibility and productivity
– Reduced telecom costs
– Highly scalable and secure
Increases workforce flexibility
• Large international retailing company• European headquarters• Over 2,000 outlets in Europe, Africa, and
Asia
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Fortune 500 Insurance Company
• Challenge – Home Agents
– IP call recording - compliance
• Benefits
– Centralized call recording - SIPREC
– Session replication of media and signaling to separate locations
– High VoIP call quality
– Integrated CDRs
– Remote & Home agents
Headquarters
Case Study
BusinessAgility
Region/Branch
SIP trunks
Contact Center
RTPSIP/TLSSRTPIPsec RTPIPsec SIP/RTP
Home Agent
Internet
PSTN
PSTN
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Case Study: Energy Company
Customer Profile• Multi-National Energy Company• 24,000 employees, 100 traders• European headquarters
Challenges• Calls between traders and customers must be
recorded by EU directive MiFID• Recording must cover mobile phone usage
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Call Recording for Commodities Traders
Fraud & Compliance
Solution
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. | 19
Case Study: Energy Company
Trader’s SfBClient
SIPREC3PCCCall Trader’s
Mobile Client
Customer’s Phone
BEFORE AFTER
SIP Trunks PSTN
Trader’s Client
Trader’s Mobile Client
Customer’s Phone
SIP Trunks PSTN
Compliance App
Compliance App
Fraud & Compliance
Solution
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Customer Successes
Customer Benefits
Major US Bank • Saved $M costs associated with paper confirmation statements while maintaining PCI compliance
Major US Insurance Company • Enables integration of recordings with compliance applications to simplify compliance reporting and management
Major European Utility Company • Enable commodities traders to use mobile devices while maintaining EU compliance
Major European Telecomm Service Provider
• Solution complements UCaaS offering targeting financial services customers and eliminates 8 sec post-dial delay
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Oracle Fraud and Compliance Solution
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
The Journey Enterprises Are Taking...T
he S
tart 50-90% ROI
ROI for an enterprise that centralizes and consolidates its
communications infrastructure using SIP trunking and E-SBCs
SIP
Trunking
Multi-
Vendor UC
Comm
Enabled Apps
SIP Call
Monitoring
Contact
Center
Enterprise
“Trust but verify”Gives customers confidence that their SP is delivering on SIP promises
Internal UC IntegrationSimplify management of UC systems via SIP normalization layer
Customer ExperienceEnabling better and more cost
effective customer touch points
Mobile
UC
Mobile UCCorporate WIFI and roaming
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Converged Communications – The Digital Enterprise
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Leveraging SIP within the Enterprise
Hosted Services
SIP Trunks
PSTN,Toll Free
Internet
ENTERPRISE
Remote Agent
Customer
Enterprise Session Border Controller (E-SBC)
Controls & Secures connection to SIP trunk services
Protects against security threats and cures interoperability problems
Securely connects remote users
Enterprise Communications Broker (ECB)
Session manager for multivendor UC systems
Optimizes on-net routing, normalizes dial plans, enforces policies & cures interop problems
Enterprise Operations Monitor (EOM)
Monitors operations and quickly isolates problems
WebRTC Session Controller (WSC)
Enables new channels into the Contact Center such as Web and in-app communication
Interactive Session Recorder (ISR)
Compliance and Fraud Recording & Logging
Confidential – Oracle Restricted
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
Why is SIP Trunking Right for You?
• Network Simplification – Flatten and consolidate traditional distributed models
• Greater Flexibility
– Removes nailed down unused circuits
– Allows for centralized routing and redistribution of traffic
– Flexible routing and failover from public voice network
• Higher Availability
• Better Quality Voice
• Increased Scalability
• Reduced Cost – Lowers the footprint cost of ports, power and space
• Simplify Multi-Vendor UC
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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
For Oracle Communications Questions
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Amit BishnoiSenor Director Sales – APAC & JapanPhone: +91 124 [email protected]