Enhancing Enterprise Productivity with Managed Communication Services Gabriel

Enhancing Enterprise Productivity with Managed Communication Services Gabriel Karam Marketing & Business Development Manager Middle East Africa, India & Turkey ATIF 2006 - May 25 th, 2006 - Shangri-La Resort Muscat All rights reserved © 2006, Alcatel

What are we here to speak about? What is it? n n n Managed Communication Services Managed: by a Service Provider Communications: from connectivity to interactions Services: including management and operations Why now? n n n Communication over IP is changing the game (business models, new service opportunities) Employees’ mobility is becoming a must have Competition is coming from everywhere For whom? n n n Any enterprise size from SMBs to Fortune 1000 Any configuration from HQ to branch offices Any service provider from SI to ASP to Network SP All rights reserved © 2006, Alcatel

Enterprise Communication Market Drivers… Large, Medium Small So. Ho Enterprises What Enterprises want from Communication Solutions: • Move to IP • FMC: Fixed Mobile Convergence • Improve Employee Interaction • Improve Customer Interaction What Enterprises want for their Budget: • Make savings • Budget flexibility: Capex to Opex • Visibility and cost control for a guaranteed level of service • External partners for non-core activities Technology Business Sourcing All rights reserved © 2006, Alcatel

. . . and Threats Shortage of IP Communication skills – Which solutions / architecture to select? How to migrate ? – How to move support people from TDM to Vo. IP ? – How to integrate Vo. IP with IT systems ? Unwillingness to invest amid uncertainty – Uncertain volume ramp-up / headcount evolution – Uncertain technology evolution – Limited upfront CAPEX budgets Lack of control on operating costs and risks – Growing mobile services costs out of control – Unclear departmental cost split between Telecom/IT –… All rights reserved © 2006, Alcatel

Enterprises are looking for partners with new service business models In-house Who owns the equipment ? Where is equipment / service located ? Who operates the equipment/service ? Is equipment / service shared between enterprises ? Out-tasking (Operations) Enterprise Outsourcing (Ownership) Net-sourcing (Sharing) Service Provider Enterprise or Service Provider Enterprise Service Provider Not shared E. g. Hosted IP-PBX E. g. IP Centrex E. g. In-house IP-PBX E. g. Managed IP-PBX All rights reserved © 2006, Alcatel

MCS business model with Service Providers 1. Operator, Carrier 1 2 3 Enterprise 4 2. Alcatel 3. 3(*) Channels (*) 4. Enterprise subscribes to Service, single subscription, one-stopshopping: connectivity, traffic, internal (multi-site) calls, external calls, Business Communication, Employee and Customer Interaction Service Provider is the one face to the customer, for services with SLA; bills the Enterprise monthly (per user): connectivity, traffic, Business Communication, etc. Service Provider (or Alcatel and /or Alcatel channels (*)) do Installation, Maintenance, Management, customer support Service Provider buys solution and services from Alcatel. Business model for equipment is optimized to facilitate “pay per month, per user”. Integration , financing, outsourcing, support services are proposed. (*) Alcatel and its partner can do the service (installation, maintenance, management, customer support) for the CPE part of Operators/Carriers offering when they do not have their own channels All rights reserved © 2006, Alcatel

Alcatel overall MCS solutions portfolio Management Network Applications (Corporate Mobility Manager, ONEphone, Virtual PBX, Contact Center, Messaging, Conferencing, etc. ) Home/Remote Worker PSTN Hosted IP-PBX NGN Soft Switch + Apps App Servers Mobile PBX Mobile Worker Main Office 1 IP-PBX Branch Office IP-PBX Gateway Main Office 2 Branch Office @ @ Small Branch Office, Home/Remote Worker All rights reserved © 2006, Alcatel

Services covered with MCS Managed Business Communication Services (MBCS) n Managed IP PBX Managed Employee Interaction Services (MEIS) n Multi-Media Conferencing Managed Customer Interaction Services (MCIS) n Contact Center Outsourcing All rights reserved © 2006, Alcatel

Private IP Communication Network Reduce company communication costs while improving communication services Managed IP-VPN Managed Leased lines Management Private Network Management Home/Remote Worker PBX PSTN Hosted IP-PBX NGN Enterprise Directory, Full features transparency Leveraging IP-VPN Enterprise Applications Main Office 1 IP-PBX Branch Office IP-PBX Gateway Main Office 2 Reduced cost for company Voice traffic: • Free Internal traffic: no external calls for intra company communication • eliminate costly TDM leased lines with the use of existing data IP-VPN for Vo. IP • Economy of scale through PSTN access centralization Efficient enterprise communications: • single numbering plan, dial-by-name for the entire company • features transparency independently from physical location • Enterprise Applications accessible to all in the network. Branch Office @ @ Small Branch Office, Home/Remote Worker All rights reserved © 2006, Alcatel

Case Example: Business Challenge – Declining SMB CPE resale revenues – Sales focus on legacy services – Limited support resources – Opportunity for managed solution Solution Flexible CPE –Omni IP-PBX anchoring managed service offer Operational support – Installation management maintenance – Field “sales support mentors” Business Value – Service contract value up 50% – Average Customer revenue + 15% – Average fulfilment cycle down 3 -7 days – ‘Good’ to ‘Excellent’ rating > 85% Alcatel’s Managed MCS solution grew Verizon’s incremental customer revenue 15% All rights reserved © 2006, Alcatel

Verizon • Small and Medium Businesses (SMBs) • MCS offering from Verizon that includes: • Omni. PCX Office as Voice, Data, Internet CPE • Voice connectivity and traffic • Internet connectivity and associated network services (web, e-mail, etc. ) • Verizon is the owner of the customer and sells the solution that is co-branded Verizon-Alcatel. Verizon is the one-stop-shopping for the customer (sales, monthly billing) • Installation, management, maintenance, customer support for Omni. PCX Office at customer’s premises is done by Alcatel and its partners on behalf of Verizon MCS Management Internet PSTN Managed Omni. PCX Office Voice, Data, Internet Main Office Omni. PCX Office Branch Office @ All rights reserved © 2006, Alcatel

Services covered with MCS Managed Business Communication Services (MBCS) n Managed IP PBX Managed Employee Interaction Services (MEIS) n Multi-Media Conferencing Managed Customer Interaction Services (MCIS) n Contact Center Outsourcing All rights reserved © 2006, Alcatel

Multimedia Conferencing & Collaboration Services add voice add data add more participants IM add

Instant Collaboration with My Teamwork Simple & User Friendly Conference calls n n n Scheduled and Recurring Meet Me and Ad Hoc Mixtures of dial-in and dial-out Mixtures of PSTN and Vo. IP Roll Call Leader required and leaderless n Access codes: automatic or assigned n Delegates for scheduling n Lecture mode Zero-footprint browser GUI n Windows, Unix, Macintosh n No downloads Conference Management n n n Mute, hold, drop, add Remote access over SSL Reserved executive ports Capacity notification Conference locking Record/Playback n Synchronized playback of audio and web conference n Playback through PC or telephone n Play recordings into conference Integration into mail n Email invitations n Calendar entries All rights reserved © 2006, Alcatel

MM collaboration provides immediate business value Reduced costs n Reduces travel expenses n Leverages customer's existing infrastructures n Pure software, browser based, platform independent Improved Team Collaboration capabilities n A new User Interface leveraging IM and Presence n One-click voice conferencing and interactive web presentations n Ad hoc or scheduled, one-time or recurring conferences n On site or remote setup and participation n Application and desktop sharing All rights reserved © 2006, Alcatel

Multimedia conferencing Examples of implementation CPE – In house Omni. PCX Enterprise Any PBX My Teamwork PBX ISDN gateway My Teamwork OXE > 6. 0 PSTN Hosted Service Provider IP WAN OXE MMIC IP MPLS Company XYZ All rights reserved © 2006, Alcatel

Differentiate and reduce time to market Success Story Company Challenges Ø Be able to differentiate in a very competitive market Ring 2 offers enhanced telephony and conference applications to SMEs in UK & NA Ø Purchase a solution able to help them to grow rapidly and reduce time to market Recent partnership with “Callways”, a SP in NA, to provide collaboration/conferencing services to 1500 SMEs Alcatel Solution Ø Alcatel provided Ring 2 with their first collaboration solution in 2003 Ø Deployment in both PSTN and NGN Ø Installed base of 12 servers Ø 5 new servers delivered in 2005 Ø 1 upgrade per year Financial Benefits Ø Ring 2 caught around 25 enterprise customers within the first 6 months of operations Ø Current own customer base of approx. 40 enterprises Ø Grow to provide 1500 SMEs with conferencing/ collaboration services in NA Ø Short ROI period Operational Benefits Ø Pricing model Ring 2 adopted a /minute pricing business model. They intend to adopt soon a flat fee pricing model (flat fee /user /month) Ø Differentiators Ring 2 developed a SMS Gateway solution. Conf. managers send a SMS to the e. Dial server, with the phone number(s) of participants(s). The system calls first the conference manager, and then calls and connect all participants in the conference All rights reserved © 2006, Alcatel

Services covered with MCS Managed Business Communication Services (MBCS) n Managed IP PBX Managed Employee Interaction Services (MEIS) n Multi-Media Conferencing Managed Customer Interaction Services (MCIS) n Contact Center Outsourcing All rights reserved © 2006, Alcatel

Contact center access is a mainstream Support and advice applications (IT and professional services) “Continued growth within the call-center industry, which happens to be the largest customer segment for dedicated services, provides positive growth in minutes and revenues. ” Source: Frost and Sullivan, “US Toll-Free Services Markets”, December 2004 All rights reserved © 2006, Alcatel

Genesys Call center integrated with Network Call Routing Works with NRS to get the phone number of the best-available agent based on real-time agent status 8642 FRC TDM IP SSP 8788 MRP Softswitch NRS Works with MRP to ensure most efficient use of ports and calculate correct charging model Service Provider Coarserouting logic Announcements business logic Customer-related database information Fine-routing logic Enterprise TDM Agents T-Server Agents Site with TDM PBX Agents SOHO – TDM Site with IP PBX SOHO – Vo. IP Any caller, any network, to any agent All rights reserved © 2006, Alcatel

Alcatel 8642 FRC Integration with Genesys Advanced Intelligent Network (BT GAIN) n Alcatel 8642 FRC responsible for routing across BT's core network n Network-based, call-answering service n Transfer calls between multiple sites without tie-lines Genesys Network Platform (GNP) n Networked IVR, skill-based routing, computer telephone integration (CTI) features and efficient call transfer n Can be used with any kind of numbers: toll-free, shared cost or premium rate A Western European Telco n Contact centers for large enterprises n Supports 30, 000 agents n Universal queue: web, e-mail, voice n Provides managed contact center services to a large enterprise n Alcatel 8642 FRC combines with Genesys Expert Contact and network based v. XML-based interactive voice response (IVR) All rights reserved © 2006, Alcatel

In Summary § Alcatel MCS offer: Comprehensive • Smooth service convergence • Budget flexibility Opex v/s Capex • Visibility & cost control • Guaranteed level of service • Focus on core business • All rights reserved © 2006, Alcatel