Download pdf - Growing the IP Platforms Business: Andrew McDonald, President of IP Platforms Business with Christine North, Head of Business Improvement, BT

COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

GROWING THE IP PLATFORMS BUSINESS Andrew McDonald, Alcatel-Lucent Christine North, British Telecom

ULTRA- BROADBAND ACCESS

CLOUD DYNAMIC

PROGRAMMABLE NETWORK

SDN BUSINESSES

HOMES

CONSUMERS

CLOUD OPTIMIZED ROUTING & TRANSPORT

CLOUD PLATFORM

vNF vNF vNF vNF

NF

NF NF

ULTRA- BROADBAND ACCESS

CLOUD DYNAMIC

PROGRAMMABLE NETWORK

SDN BUSINESSES

HOMES

CONSUMERS

CLOUD OPTIMIZED ROUTING & TRANSPORT

CLOUD PLATFORM

IP COMMS

NF

NF NF

POLICY & DATA

CHARGING

NETWORK ANLAYTICS

CUSTOMER CARE

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CLOSED SOURCE TECHNOLOGY

OPEN SOURCE TECHNOLOGY

PRESENT PAST

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OPERATIONS THE HERO OF CHANGE

INVESTED IN MAKING

CLOUDBAND™

CLOUD APPS

MOTIVE BIG NETWORK ANALYTICS

m.IQ6

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CATALYST FOR CHANGE

CLOUDBAND™ IS THE

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BUILDING FOR THE “CLOUD AGE”

TRANSITIONING TO CLOUD FASTER

ACCELERATING THE COMMUNITY

DRIVING A DEV-OPS MENTALITY

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DRIVING THE INDUSTRY BY ESTABLISHING THE FIRST NVF ECOSYSTEM

CLOUD-READY PORTFOLIO

ACCELERATING TO A SIMPLIFYING OPERATIONS WITH CUSTOMERS

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VOLTE EARLY ADOPTERS

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MOST EXTENSIVE WEBRTC AND API STRATEGY

FIRST TWO VIRTUALIZED WINS IN THE US MARKET

TWO YEAR HEAD START ON DEPLOYING VOLTE AT SCALE

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EXPERIENCE FROM CONNECTION TO

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How to improve your infrastructure and operations

MOTIVE BIG NETWORK ANALYTICS

m.IQ6

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EXPAND YOUR VIEW OF THE MOBILE ECOSYSTEM

RESOLVE PROBLEMS BEFORE THEY HAPPEN

ENGAGE CUSTOMERS

CREATE NEW OPPORTUNITIES TO

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BUILDING BT’S CUSTOMER EXPERIENCE WITH MOTIVE Christine North, British Telecom

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REACTIVE

PROACTIVE

PRE-EMPTIVE

FUTURE STATE—PREMIUM SERVICE

Today Q4 12/13 Q4 13/14 Q4 14/15

•  Customers contact BT for help with all problems, including simple faults and service status updates

•  Large number of Tier 1 agents required

•  Customers have multiple contact channels with strong self-serve options

•  More network faults are fixed before customer contact

•  Reduced number of Tier 1 agents required

•  Customers can self-serve all but the most complex faults

•  Consistent fault journey across all channels realized

•  Small number of Tier 1 agents required

•  Customers contact BT to procure premium services tailored to their needs

•  Small number of Tier 1 agents required, with main resource pool supporting premium services

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LAUNCHED SELF-CARE ACROSS MULTIPLE CHANNELS

2002–2005 ADDED HOME DEVICE MANAGEMENT

LAUNCHED CONSUMER SELF-CARE CLIENT

2006–2007 ADDED WIRELESS DEVICE MANAGEMENT LAUNCHED SELF-CARE FOR SMALL & MEDIUM BUSINESSES (SMB)

2008–2010 LAUNCHED SERVICE & WORKFLOW MANAGEMENT

FOR PROACTIVE SERVICE & SELF-SERVICE EXTENSIONS

2010–2012 INTRODUCING NEXT PHASE OF PROACTIVE / PRE-EMPTIVE SERVICE USING ANALYTICS

2012–ONWARDS

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CONNECTED HOME

HOME DEVICE DATA

BUSINESS LOGIC

OR PROCESS

REAL-TIME ANALYTICS

SERVICE MANAGEMENT

HOME DEVICE MANAGEMENT

BT.COM

ADVISOR

DESKTOP HELP

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WWW.ALCATEL-LUCENT.COM

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WIRELINE AND WIRELESS ACCESS

AGGREGATION AND BACKHAUL

CONVERGED EDGE AND CORE

IP COMMS NETWORK ANALYTICS

POLICY AND DATA CHARGING

CUSTOMER CARE

INTERNET USERS DEVICES APPLICATIONS