alcatel-lucent application strategy didier usé

COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

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ALCATEL-LUCENTAPPLICATION STRATEGYDidier Usé

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ALCATEL-LUCENTREALIZING THE POTENTIAL OF A CONNECTED WORLD

Ben VerwaayenChief Executive Officer

BROADBAND EVERYWHERE is speeding up life and business. It takes NO TIME to go from having a NEW IDEA, to TOUCHING PEOPLE’S LIVES. We must innovate – and HELP OUR CUSTOMERS INNOVATE – at the speed of ideas.

“

• Headquarters: Paris, France• Annual revenues: approx. €15.3

billion• Employees: approx. 76,062• More than 130 countries

FASTFACTS

• R&D budget: €2.4 billion• Active patents held: 29,133• Patents awarded in 2011:

2,655• Nobel Prizes won: 7

“

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WHICH LIST STARTS WITH ALCATEL-LUCENT AND ENDS WITH ZYNGA?

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GLOBAL REACH% OF 2011 REVENUESN. AMERICA: ~38% EUROPE: ~30% ASIA PACIFIC: ~17% REST OF WORLD: ~15%

more than 130 countries

WORLDWIDEPRESENCE

more than 100

EMPLOYEENATIONALITIES

Canada UKFrance

AustraliaBrazil

Research Centers

Product and SolutionDevelopment Centers

IP Transformation Centers

Executive Briefing Centers

USA

BelgiumIreland

GermanyNetherlandsItalySpain

IsraelTurkey

RussiaPolandRomania

Slovakia

ChinaSouth Korea

TaiwanIndia

Singapore

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INDUSTRY MARKET TRENDS: SIX MAJOR DRIVERSWHERE IS DEMAND COMING FROM? 2. IS IT WIRELESS?1. IS IT BROADBAND?

4. IS IT DEVICES?

3. IS IT CONTENT/APPS?

5. IS IT VIDEO? 6. IS IT CLOUD?Applications downloads

2009

2.7 Billion

41.7 Billion

2015

Internet video share of consumer Internet traffic

2010

62%

2015

1 Billion(SMARTPHONE

SALES)

2009 2015

Smartphones2009

$7 Billion

$177 Billion

2015

Public cloud revenue

Mobile connections2009 2015

Fixed broadband connections

2009 2015

4.6 Billion

7.8 Billion

435 Million

691 Million

2011

532 Million

2009

18 Billion

2011

6 Billion

2012

50%

2011

428 Million(SMARTPHONE

SALES)180 Million(SMARTPHONE

SALES)

$89.4 Billion

2011

40 %

90% forecast to be the sum of all forms of video traffic by end 2015 (TV, video on demand [VoD], Internet, and P2P)

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CUSTOMERSWE SERVE

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.

SERVICEPROVIDERS

STRATEGICINDUSTRIES ENTERPRISES

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HIGH LEVERAGE NETWORK™ (HLN)

9COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION

Quality

Care Value Customer Satisfactio

n

MANAGEMENTSimplify customer interactions to improve profitability

ANALYTICSUse customer insights to improve business performance

OPTIMIZATIONCreate an experience

that positively influences usage behavior towards states of higher profitability

CONSULTINGDevelop a prioritized actionable plan to improve the customer experience

Awareness Interact Agree/Get Consume Suppor

tPay Rewar

dLeave

Quality Care Value Customer Satisfaction

THE CXS GOAL

DESIGN AND DELIVER A MARKET-LEADING CUSTOMER EXPERIENCE



ALU is priming End2End Solutions, integrating

CUSTOMER MANAGEMENT: SIMPLIFY CUSTOMER INTERACTIONS TO IMPROVE PROFITABILITY

TOUCHPOINTS

SERVICE FUNCTION

CHANNELMODEL

Customer Interaction:Instant business impact. Strong Technical Constraints.

How does Genesys fits in the picture

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Customer Experience Management for MobileImprove call resolution, decrease handling time for mobile consumers

Customer Service Console Devices Services Network

Visibility &troubleshooting

Data Integration and Service OrchestrationSMP

Genesys Voice PlatformInteractive Voice HandlingProcess integrated in Care flow

Identify

WDS Device Capabilities

KB

Diagnose

WirelessNetwork

Guardian

MobileDevice

Mgr

Remedy

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• 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 CUSTOMERS150+ Leading Service Providers Worldwide

TELUS

Aliant

Bell Canada

Telefónica Brasil

ARCORHanseNetPT LuxemborgSunriseTeracom

Swisscom

SingTelGlobe Telecom

SoftbankBBSoftbank Mobile

Telecom New ZealandVodafone - New Zealand

France TelecomSFRBouyges TelecomT-Online FranceMonaco TelecomScarlet

Telefonica 02 - Czech RepTelekomunikacja Polska SAISKON

MobistarScarlet

KPNOrange NLOnline NederlandZiggo

Telecom ItaliaTELE2TiscaliVodafone - ItalyWindWind HellasSuper OnlineTurk Telecom

Telefónica Perú

BSkyBBT02 - UKVodafone – UKVodafone - Ireland

Bharti AitelBSNLMTNL

CYTAForthNetNetOneMetronetVodafone – GreeceTTNETTellcomKoc.net

Telefónica ArgentinaTelecom Argentina

Saudi TelecomJordan TelecomLINKdotNETTelecom EgyptCote D'Ivoire TelecomTunise TelecomTE DataQ Tel QatarDu

Telefónica Chile

Telefónica Colombia

TelstraOptusPrimus

China MobileCT- HubeiCT - SichuanCT - XizangCT- ZhejiangCU- Shanxi ChungwaTOT VietcoVNPT

Iceland Telecom

Vodafone – SpainTelefonica - Spain

CentertelecomFar Eastern TelecommunicationsSibirtelecom Southern TelecommunicationsVolgaTelecom MGTS

TDSVerizonVerizon WirelessWindstreamHawaiian Telecom

AT&TCenturyLinkFrontierTime Warner Cable

Portugal TelecomVodafone – PortugalZON

Telecom SolveniaRom TelecomT-Magyar TelekomT-Hrvatski Telekom

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HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION

LEVERAGE YOURNETWORK

• Address the data explosion

• Deliver service innovation

at speed• Transform and simplify

your network

PROVIDE BROADBANDEVERYWHERE

• Deliver wireless all around• Enable open access for all• Bridge the fixed and

mobile worlds

CAPTIVATE YOURCUSTOMERS

• Pioneer new media, new content, new applications

• Manage the real-time end customer experience

NETWORKEVOLUTION

UNIVERSALACCESS

APPLICATION ENABLEMENT

OPERATIONALTRANSFORMATIONTRANSFORM YOUROPERATIONS

• Optimize costs• Increase focus on

superior QoE and growth drivers

• Mitigate transformation complexity and risk… It all started with IN Services

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Alcatel-Lucent’s NGN IP Contact center in 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

• 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

5100 CMS

1357 ULIS

7510 MG

7510MG

BroadbandAccess Network

Let’s now study the detailed call flowGenesys in IMS 7.7/9.0/ICS2.0 - Network Architecture

DNS/ENUM

C-BGF

PC w/webaccess+ soft client

SIP GmDiam e2

Diam Rq H.248Ia

Diam GqSPDF

A-RACF5750SSC

5450IRC

5450 ISC

5420 CTS

SIP Mg

SIP Mj

SIP Mx

5020 MGC-85025 VSG

751x MG

FWFortiGate

H.248

SIP

SS7 A-Link

H.248M2UA

IUA

SIP

SS7F-Link

MGW

5900 MRF

IRI,target admin

8650 SDM1440 USDS

DiamCx/Dx

MRFC/PSIP Mr

SLF/HSS

SIPMa

DiamSh

VitalQIP

Genesys5420 PCM

IMT PSTN

IBCF/SPDF

ManagementConsole

signaling media

E-CSCF

TAS VMS

I-CSCF

MediaServer

Web Portal

SIP phone Genesys Agentsas IMS Users

CLF

P-CSCFSecGW BGCF MGCF

peer IPNetwork

IBGFLI

S-CSCF

SIP Isc LIG LEA

Access Border Control

FEPH

DHCPDNS

Genesys asIMS App Server

Framework, URS, Stat Server, etc

MediaServer

SIPServer

SIPServer

T-Lib Connection

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Alcatel-Lucent’s IMSALU helps Belgacom DIS prepare for the futureChallenges

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

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WE OFFER OUR CLIENTS

• Packaged, repeatable INDUSTRIALIZED SOLUTIONS built for the most complex network renovation, monetization and consolidation challenges.

• Proven SOFTWARE-ENABLED delivery 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



THE DEPTH OF OUR EXPERIENCE

THE BREADTH OF OUR EXPERIENCE

THE UNIQUENESS OF OUR EXPERTISE

180M+ 110M+ 90M 70M

175+ TIM

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A Genesys Global Partner

Alcatel-Lucent Services, our Genesys deploymentsTHE Telco Solution ProviderMULTIVENDOR environment

http://www.ncc.nnov.ru/

http://www.italia.bt.com/index.asp

http://www.velton.ua/

http://www.nextel.cl/

http://en.wikipedia.org/wiki/File:Oi_logo.svg

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ZON SIP Architecture and Main Features

Configuration System

Management System

Media System

Routing System

Services System

IVR System

Reporting System

Siebel Connector

Outbound System

Multimedia System

Genesys Suite

NICE LOQUENDO

SIP Phone

Phone Bar

NICE

Supervisor Desktop

C3TWallboard

CCPulse

Call Center

Reporting Recording Routing

Hyperion

LDAP

Tibco SOA

Siebel

IVR Failures


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HARNESSING THE NETWORK

AS A BUSINESS PLATFORM

TRANSFORMING THE

NETWORK

Conclusion: taking the right decision @ the right time AGILITY: THE OPERATOR'S GREATEST STRATEGIC CHALLENGE

Carrier Cloud

ApplicationsMedia

Video

New Conversation Experience

Connected Customer

Experience

• 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 !


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ALU Contact Center Competence Centers :Global Expertise and Local Presence

UK / NORDICS

FRANCE

SPAIN/PORTUGAL

GERMANY

ITALY

RUSSIA

CHINA

AUSTRALIA

MEXICO

BRAZIL

ROMANIA

ENGINEERING

PRESALES

(including 25% low/mid Cost)+ 100 High Qualified People in Area of Contact Center

IPTC Demo Center


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ALCATEL-LUCENT PROFESSIONAL SERVICESYOUR TRANSFORMATION & INNOVATION PARTNER

TRANSFORMING THE NETWORK

HARNESSING THE NETWORK AS A BUSINESS PLATFORM

NEXT GEN. FIXED• Solutions for the transition to

converged IP/Optical backbone, backhaul, edge and core networks.

• Solutions to consolidate legacy PSTN assets.

OSS/IT• Service Performance

management, assurance and fulfillment.

CLOUD• Solutions to build the cloud - IaaS• Enabling virtual network elements

on the cloud - virtual Telco• Applications integration for cloud

providers - SaaS

CUSTOMER EXPERIENCE

• Subscriber Self Service, call center, device management, Customer Analytics.

ADVANCEDCOMM

• Voice Network Evolution to IMS and social communication and next gen. Messaging.

PAYMENT, CHARGING AND BILLING

• Smart Charging, revenue Assurance, and Payment Transformation.


• Customer API creation enabling new services, business models, and analytics.

MOBILE COMMERCE

• Deployment Services for Optism and Digital Media Store.

NEXT GEN. WIRELESS • Solutions to support

Broadband RAN (LTE, lightRadio, data offload, small cells) for homogeneous and HetNet deployments.

CONSULTING AND CO-CREATION WITH CLIENTS FOR FASTER INNOVATION & SERVICES.

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• 29,133 active patents • Collaboration with >250

universities worldwide• Multiple Open Innovation Initiatives

PRESENCE IN 8 COUNTRIES• Belgium• China• France• Germany

LIFE-CHANGING TECHNOLOGIES• DSL• PON• WiMAX• WDM• The transistor

MARKETIMPACT

GLOBALREACH

A HERITAGEOF INNOVATION

DEFINING THE FOREFRONTOF THE INDUSTRY2011 BREAKTHROUGHS

• lightRadioTM • FP3 Chip• VDSL2 Vectoring• Cloudband• 100G XR (eXtended Reach) Optical

• India• Ireland• South Korea• United States

• Digital signal processing

• CCD• Communications

satellites• The laser• Cellular telephony

BELL LABSINNOVATING AT THE SPEED OF IDEAS

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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

APPLICATIONENABLEMENT

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VALUE OF SUCCESS

WHAT’S THE VALUE?

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HIGH LEVERAGE NETWORK™ A PLATFORM FOR VALUE CREATION

LEVERAGE YOURNETWORK

• Address the data explosion

• Deliver service innovation

at speed• Transform and simplify

your network

PROVIDE BROADBANDEVERYWHERE

• Deliver wireless all around• Enable open access for all• Bridge the fixed and

mobile worlds

CAPTIVATE YOURCUSTOMERS

• Pioneer new media, new content, new applications

• Manage the real-time end customer experience

NETWORKEVOLUTION

UNIVERSALACCESS


OPERATIONALTRANSFORMATIONTRANSFORM YOUROPERATIONS

• Optimize costs• Increase focus on

superior QoE and growth drivers

• Mitigate transformation complexity and risk

alcatel-lucent application strategy didier usé

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