alcatel-lucent's sean o'halloran

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Sean O’Halloran, President and MD, Alcatel-Lucent AustraliaOctober 2013

WHAT REALLY MATTERSINDUSTRY STRENGTH FOR A BETTER CUSTOMER EXPERIENCE

2


3


4


But we’reall going wireless.

Speed matter

s.

Doc says, fibre is

essential.

There’s life in that copper

yet.

It’s about affordabilit

y.

5


SOURCE: Smart.Digital.Connected Research Report, 2012, Nielsen Research, Alcatel-Lucent Australia.

6


SOURCE: Get To Fast, Faster: Accelerate the Existing Copper Plant with VDSL2 Vectoring and Bonding, April 2013, Alcatel-Lucent.

7


Distance (meters)0 200 400 600 800 1000 1200 1400

0

20

40

60

80

100

120

140

Mbit

/s

April 2012

Trial upstream rates

July 2010

Performance improving over time

VDSL2 VECTORING MOMENTUM

VDSL2 CUSTOMERS

90+

VECTORING TRIALS

56

VECTORING CUSTOMERS

17

VECTORING LINES SHIPPED

1.5M

8


NBN vdsl vectoring ?

9


10


11


89%OF CONSUMERS CHURNED AFTER

POOR CUSTOMER EXPERIENCE

21%OF ISSUES

TAKE 1 HOUR TO RESOLVE

1 SUPPORT CALL CAN ERASE ALL

SUBSCRIBER PROFIT FOR A

MONTH

47% SUPPORT

CALLS ESCALATE

D

How do we manage

complexity?

How do we exceed

customer expectations to

boost our brand?

How do we drive

data revenue?

1,OOOs OF

DEVICEs

MILLIONS OF

SUBSCRIBERS

VARIOUS NETWORKS

SOURCE: Bell Labs analysis.

12


13


14


15


alcatel-lucent's sean o'halloran

Technology