25.01.2000 panu suhonen, sw development manager1 wicom page 1 all rights reserved. wicom...

1

Wicom

All rights reserved. Wicom Communications Oy www.wicom.com

IP Telephony ApplicationsWicom Communications Oy

25.01.2000

Panu Suhonen, SW Development Manager

TKK

Wicom

Page 2 All rights reserved. Wicom Communications Oy www.wicom.com

Content

• Introduction• Why is the convergence happening now?• Implications• Technology• Case: Wicom Communications Oy

?

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Wicom


Introduction: Focus

Subscriber 2

Company N Subscriber n

Company 1

Company 2

Subscriber 1

PSTN

1. Focus on organizations

2. Communication Management

Telephony Communication Management

3. Not an ’Internet phone’

Wicom


Introduction: Approach

Commercial

Technical

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Wicom


Voice over IP - Why now?

VoIP

Enabling Factors- Processing power- Network capacity, VPNs- QoS, H.323, TAPI

Market Drivers- Deregulation- Focus on core, outsourcing- Demand for call centers

Wicom


Implications

VoIP

New way of using- ’click-n-call’- Directory Integration- Intuitive user interface- Ease of integration

New players- Loosers: Traditional telcos,

CS manaufactures- Winners: ASPs, Networking

Companies,IT Consulting

New applications- Integration to wireless(WAP,

WLAN, GPRS)- Multimedia telephones- OPEN Environment

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Wicom


Technology

• TAPI• H.323• QoS• Nokia plattform• Cisco plattform

Wicom


Technology: TAPIInteractive VoiceResponse (IVR)

Application

Voice MailApplication

Call CenterApplication

Telephony API(TAPI) TAPI

Classic Telephony IP Telephony

PBX

Network

Call ControlApplication

IP ConferencingApplication

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Wicom


Technology: H.323

• The H.323 standard provides a foundation for audio, video, and data communications across IP-based networks.

• Terminals, Gateways, Gatekeepers, and Multipoint Control Units.

• DesktopVideoconferencing

• Internet Telephonyand Videotelephony

• Collaborative Computing

• Network Gaming• Business Conference

Calling• Distance Learning• Support and Help

Desk Applications• Interactive Shopping

Wicom


Technology: QoS

• Bandwidth• Latency• Jitter• Coexistence

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Wicom


Technology: QoS

• Preference (preference Bit or preference port)• Package size• Vendors support different weighing and

preference algorithms.

Wicom


Technology: Nokia plattform

• Gateways• Call Processing Server• Service Control Node• Vienna Configuration Tool• Client Products

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Wicom


Technology: Cisco plattform

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Wicom


Conclusion

The transition from switched circuit phone systems to IP-based phones is comparable to the transition from typewriter to word processor software.

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Wicom


Case

Wicom Communications Oy

Wicom


Wicom Communications

• Founded 1989• Background in CRM and CTI• Current Product: CRM

(Sales Power)• Domestic Sales in Finland

a Merlin Group Company

Merlin Systems Oy

• Spin-off 1999• Focus on communication• Current Products: VoiceFax

Server, Wicom CSS VoIP Applications

• Global approach through few good Partners

• ASPs, OEMs, VARsTools for CommunicationManagement

Wicom

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Wicom


Wicom FrameworkFocus in value adding components

TCP / IP NETWORK

Wicom ECSEnterprise Communication Suite

Wicom CSSCommunication Service Solution

VoIP SoftwareVoIP Hardware

CUSTOMER

Data transmission capabilities

Call transmission capabilities for IP network

Telephony and enterprisecommunication features

Communication solutionsas service, outsourcing

Val

ue a

dded

com

pone

nts

Tec

hnic

alpl

atfo

rm

Cus

tom

erpe

rspe

ctiv

eTe

chno

logy

pers

pect

ive

Wicom


TCP / IP NETWORK

• 64 Kbits – non compressed• 14 Kbits – compressed• QoS- quarantee

– Bandwidth– Latency– Priorization of Voice

Wicom Software

Wicom Service Concept


TCP / IP NETWORK

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Wicom


VoIP HW and SW

• Gateways (PSTN ßà IP)• Gatekeepers (Call controll)• Nokia, Cisco + many others• H.323, TAPI, Client TSP

Wicom Software


TCP / IP NETWORK


Wicom


Wicom ECS



TCP / IP NETWORK

Wicom Software



TCP / IP NETWORK

Wicom Software

Wicom CEMCommunication Event Manager

Enterprise Communication Suite

Cal

l Que

ue

IVR

Info

rmat

ion

Syst

em

AC

D, A

MD

Fax

Rec

eive

Fax

Send

Con

fere

nce

Voi

ce M

ail

Onl

ine

Mon

itorin

g

Log

Rep

ortin

g

Cal

l Rec

ordi

ng

ClientCOM

(for externalinterfaces:

CRM, ERM)

Contact Center FrameCall Center

AgentSwitchboardContact Center

Agent

VIP PRO(with info)

VIP PRO+(Secretary)

VIP(virtual phone)

SoftwarePlatform

ApplicationModules

End UserInterfaces

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Wicom


Call Center

• Automatic Call Distribution• On-line Monitoring • Call Center Agent

– Virtual Phone– Client COM, interface to CRM

• Call Queue Facility– A-number filtering

• DTMF-filtering (IVR)• Call Recording• Reporting/Management Tools

Available system modules



TCP / IP NETWORK

Wicom Software

Wicom




TCP / IP NETWORK

Wicom Software

Wicom Call Center

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Wicom




TCP / IP NETWORK

Wicom Software

Wicom Call Center

Wicom


Wicom Call Center



TCP / IP NETWORK

Wicom Software

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Wicom


Switchboard

• Full Switchboard Functionality• Call Queues

– With IVR and ACD options

• Integrated Information System– Directories and LDAP– Passage Control Link

• Location Independent UI• Integration to other systems

– SMS, E-mail

• Log and Reporting• Management Tools

Available system modules



TCP / IP NETWORK

Wicom Software

Wicom




TCP / IP NETWORK

Wicom Software

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Wicom


End user devices

• Wicom VIP Pro– call, transfer, forward, divert,

consultation call etc.– personal IN, personal queue– integrated information system– Voice Mail, SMS– open client COM for

system integration– various hand sets and head sets available

• IP phones– traditional functionality and look & feel

Advanced virtual phone, or standard IP phone



TCP / IP NETWORK

Wicom Software

Wicom


or...

• Wicom ECS can be used for example through a CRM

• The telephone functionality is in the background

• Client COM is the key



TCP / IP NETWORK

Wicom Software

...there is no specific user interface at all!

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Wicom


Wicom CSS Architecture

Wicom Service Center

Company 1

Company 3

IPNETWORK

Gatekeepers

TAPI

Wicom CSSServers

Gateways

PSTN

INPBX-

Network

Call Center 2

Service Center operated by ASP

Link toPBX network


TCP / IP NETWORK

Wicom Software


Wicom


Centralized ServicesDistributed Gateways, Virtual Private Networks


TCP / IP NETWORK

Wicom Software


Customer 3

Application Service Provicer

Cust. 1 BO

Cust. 2 BO

Customer 2 HQ

ASP Branch Office 1ASP Branch Office 2

Customer 1 HQ

Cust. 1 BO

PSTN PSTN

CSS Service Center

PSTN3-4 x E1

E1E1

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Wicom


New marketing channel

Traditional PBX• Integrated system

– hardware&software

• Single supplier• End user leashed to

supplier• Separate system

Wicom CSS• Solution built on best

components in industry– hardware & software

& options

• Option to change• Several suppliers• Integration to existing

service concepts

Wicom


Service Portfolio

OfficeToolsOfficeTools

Operativesystems

Operativesystems

IntranetIntranet

Mobileoffice

Mobileoffice

Telephony,Conference

Video

Telephony,Conference

Video

Archive,Dataware-

house

Archive,Dataware-

houseCalendarCalendar

Bulletinboard,News

Bulletinboard,News

ExtranetExtranet InternetInternet

SecuritySecurity

Communication servicesCommunication services

Telecommunicationnetworks

Telecommunicationnetworks

WorkflowWorkflow

DesktopDesktop

MailMailMessagingdirectory

Messagingdirectory

Workstation managementInstallation tools

Software distribution

Workstation managementInstallation tools

Software distribution

Service interfaceService interface

Telephony as part of IT service concept

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Wicom


Client Perspective

• Fast and smooth implementation– telephony outsourced to

service provider– modularity– fast set up time

• Drastically lower total cost of ownership– no hidden costs– single network

administration– Reliability– Small initial investment

• Increased productivity through enhanced functionality– unified communication– service level is not limited

by system functionality

• Future-proof expandability– total scalability– open platform support in

industry standards

Wicom


Communication Service SolutionWicom CSS Benefits

• Scalability• Flexibility• Full service concept

with single supplier• Enhanced functionality• Total cost of ownership• Administration savings• Resource savings• Clear growth path

• Cost and resource savings

• Future proof• Increased productivity• Improved control• Focus on core business• Easy implementation• Maintainability

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Wicom


Wicom CSS BenefitsScalability

Wicom CSS• Number of offices and

users can easily be adjusted

• Additional features can easily be implemented to open platform

• Version upgrades managed in service center

• Costs based on usage

Traditional PBX• Scaling possible but

hardware intensive and very expensive

• Additional features expensive and limited

• Continuous version upgrades require local installations and cause extra costs

Cost savings,future proof

Wicom


Wicom CSS BenefitsFlexibility

Wicom CSS• Web interface offers

location independent services

• Option to distribute or centralize switchboard operations

• Longer service times• Possibility to move end

user devices without re-configuration

Traditional PBX• Users are wired to one

location• Excess number of

switchboard operators• Moving requires re-

programming and cable adjustments

• Working time lost due to inflexibility

Cost savings

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Wicom


Wicom CSS BenefitsEnhanced functionality

Wicom CSS• Full functionality

available– Info-system for all users– Voice Mail, Personal IN,

SMS, E-mail– Call center agent– On-line monitoring– IVR, ACD, Call recording

• Open platform for system integration

Traditional PBX• Additional features

limited and costly• Proprietary hardware

platform limits integration options

Productivity

Wicom


Wicom CSS BenefitsTotal cost of ownership

Wicom CSS• No hardware

investments• Single network• Low administration

need• Easy management with

single supplier• No hidden costs• Full controls on costs

Traditional PBX• High investments on

proprietary hardware• Double networks• Expensive

administration• Multiple suppliers• Plenty of hidden costs

Cost savings

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Wicom


Additional saving options

• Internal calling costs– domestic and international

• Outgoing calling costs– least cost routing

Wicom CSS Benefits

Wicom


Wicom CSS BenefitsClear growth path

• Gradual implementation, office-by-office– call routing with PBX while implementing IP

telephony– conversion of old info systems

• Total scalability supports both growth, down scaling, and organization changes

• Smooth implementation of enhanced features afterwards

Easy implementation, full control, future proof

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Wicom


25.01.2000 panu suhonen, sw development manager1 wicom page 1 all rights reserved. wicom...

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