Post on 17-Jan-2016
Industry Perspective:Next Generation Services
Eric ShepcaroVice President
AT&T Business Strategy and Development
Broadband Penetration Tops 63% in USNielsen//NetRatings, October 2005
70+% percent of companies use cell phones; 40+% use PDAs/pocket PCs; 60% of large organizations use BlackBerrys NOP World Technology, 2005
Over 26 million Americans worked from home during at least one business day a monthITAC , October 2005
Over 450B minutes of VoIP traffic was carried by service providers worldwide (4Q04-3Q05) iLocus, September 2005
53% of US households subscribing
to VoIP services have completely replaced their landline phones Telecompaper, September 2005
All the pieces are coming together:
90% of employees spend up to 90 minutes daily sending IMsePolicy Institute & AMA, 2005
The Evolution of Convergence … Why Now?
3%
5%
5%
8%
8%
8%
10%
13%
13%
15%
18%
18%
28%
18%
68%
0% 10% 20% 30% 40% 50% 60% 70%
Cost SavingsSimplify or improve communications
Enable collaborationReduce LD or circuit cost
Enable applicationsEnable mobility
Optimize networkBoost productivity
Improve customer serviceAccommodate growth
Extend functionality to remote workersEliminate cable plant
Facilitate cost-effective telecommutingIncrease competitiveness
Consolidate vendors
Business Drivers for Convergence
Source : Nemertes Research - Survey of 68 IT professionals at organizations across a range of industries, predominantly midsize-to-large companies, with annual revenues typically exceeding $1 billion.
Enterprise customers view convergence as a lower cost solutionfor their multiple application/multiple network dilemma.
What applications are drivingyour convergence project?
Customers are moving towards purchasingapplications and functionality within a converged and integrated environment
2%
2%
2%
5%
5%
7%
12%
12%
14%
21%
21%
26%
36%
36%
29%
55%
0% 10% 20% 30% 40% 50% 60%
VideoUnified communications applications
Audio conferencingCollaboration tools
Call center, CTI / support deskVoice only
Web conferencingVoice to remote facilities
MobilityCRM or EPR data linked to handsets
No applications, just cost savingsImaging
PresenceInstant messagingDirectory ServicesDisaster Recovery
Multi-modal Ubiquitous Device independent Intelligent and integrated
Delivered in New Ways Predictive Personalized Global Highly Secure
Delivering New Efficiencies Improved business performance Enhanced corporate agility Increased operational control Strengthened security
Dynamic Network Applications
A New Definition of Collaboration
Voice Conferencing
Messaging Video
Web Services & Service Oriented Architecture Will Define Collaboration
Next
The Next Generation of Convergenceis About Collaboration
Now
“ Click to Call” from any application
Access to and from any device
Presence will drive productivity & customer satisfaction
Single point for all communications: VM, Email,Fax,Automated Attendant, Call Control PolicyIncreased richness, flexibility and device support
Repurposing digital assets / learningPersonal Communications / On demand
Auto sync, Group Share, Dynamic
Voice
Instant Messaging
Unified Communications
Conferencing
Media
Document Collaboration
Voice Data Converged Domain
Local Loop, SubscriberLoop Carrier, Copper
Digital Switches, DACS,TDM Trunks, SONET
Digital Switches, PBXs,Telephones, Wiring
Call Center, IVR, ACD,Voicemail, Conferencing,
Directory Services
Voice Network Mgt.,DMTF PIN Codes,Operator Services
Private Line
IP, ATM,Frame Relay
Routers, LANs, SANs,CoLo, Hosting, DNS
Supply Chain Mgt.,Enterprise Resource
Planning, Email,Directory, IM
iGEMS, TokenAuthentication,
Identify Mgt.
Integrated Voice & Data Packet access
Integrated IP and MPLS Layer
IP-oriented Infrastructure with InteroperableSoftswitches, Storage, Servers, SIP Servlets
Integrated Contact Centers, Voice and VideoEnabled Applications, Collaboration and
Productivity Applications
Global Network Operations Center,Unified Threat Management,
Single Service Portal
Management, Portal, Security
Applications
Infrastructure
Core Network
Access
Tech
nolo
gy /
Uti
lizati
on
User
Pro
du
cti
vit
y
Convergence and Integration at all Layers
Access(Wi-Fi, Wi-Max, Ethernet, Optical, Private Line)
Networking Fabric(Firewalls, Gateways, Border Elements, MPLS Nodes)
SecurityBuilt into every layer from network transport through end-user application
Highly AvailableEnsures continued business operations
GlobalHigh performing, global application-aware IT environment
Integrated Application infrastructure and networking environment work together seamlessly for improved performance management
Application Infrastructure(Storage, Servers, OS, DB, IDCs)
Applications(Vertical Apps, Core Bus Apps (SCM, CRM, ERP) , SoIP, AT&T
Dynamic Network Apps (Voice, Video, Conferencing, Messaging)
Vis
ibilit
yC
on
trol
Corr
ela
tion
AT&T iGEMS & Business DirectSM
Home office
HQBranchEmployee
Contact Center
Partners/SuppliersMobile
Worker
Integrated Multi-Service Access Element
Network Prem Equipment
AT&T Dynamic IT Environment
VoIP Enabling Enterprise Networks
• VoIP on Managed IP & VPN Services • Interoperable Network- & Prem-based VPN’s• IP LD / IP Local• Call Routing / Toll Free Features
AT&T’s SoIP Infrastructure
• Single, scalable, common platform• Support TDM & IP hybrid environments• Plug & Play capability
VoIP Enabling Premises Solutions
• IP Telephony Interoperability & Certification• Managed IP Telephony & LAN Service
• Network-based IP Telephony• Remote Worker• Conferencing – Audio / Web• Enabling IP Call Centers
SoIP Applications
• Control over IP Traffic and Provisioning through a single portal
• Consistent service levels across all Services
Integrating Client Experience
AT&T Services over IP Product Strategy
AT&T Proprietary
ContactCenter
Remote Site
Headquarters
Supplier or International location
IPWAN
PSTN
Corporate On-Net to On-Net
Corporate On-Net to Off-Net
TDM (PSTN) Caller
Callers to Contact Centers
IP/IP EnabledPBX
HostedIP PBX /
Centrex
Remote Worker / Teleworker
AT&T Voice over IP• IP PBX Interoperability
• PBX Emulation
• IP Call Center
• Extended PBX to home office for Remote Worker
• IP 800 PSTN / TDM Callers
• Trusted Federated Partners – Gateway Partners
AT&T VoIP Technology Strength Extends From world-class IP Networking Foundation to Deliver an Integrated VoIP-enabled
portfolio of Enterprise Networking Services
VoIP Integrates A Company’s Multiple and Diverse Endpoints
The Foundation:IP/MPLS and Voice over IP
Benefits Include Greater business productivity Reduced complexity Cost savings
Voice DNA Provides Multiple Access options All-Distance calling with nationwide
pricing Telephony features & enhanced
applications including• Voice Mail• Find Me Follow Me• Switch phones• Conferencing
Customer Portal for enterprise-wide administration and end user feature support
VoIP SLA’s Redundancy Options
Voice DNA (Dynamic Network Application)
• Standard Management Plan– Low cost, basic monitoring with automatic
notification – Includes design, site installation, test/turn-up,
minimal reporting
• Advanced Management Plan– Includes Standard Package plus– Proactive Fault Management – Configuration (MACDs)– SLA reporting: Time to respond & restore,
Availability, On-time MACD Performance
• Additional Options – Performance & Capacity Tuning– Security WAN/QoS Optimization – Architectural Assessment, Design/Engineering
and Implementation
• Interoperability with Voice over IP Services• Multi-vendor support
– Avaya, Cisco, Alcatel, Nortel and Siemens
• Distributed or Centralized IP PBX config.’s
IP PBX
Branch Office
Branch Office
Branch Office
Headquarters
A
Voice Mail
AT&T MgdRouter
GCSC
AT&T Global MPLS
Network
PSTNLocal
AT&T MgdRouter
AT&T MgdRouter
IP Telephony & LAN Services
Local Service Features:• Local Number Portability• E-911, Inbound/Outbound, N11• Caller ID • Network Hunting• Directory Listings• Operator Services• Various Blocking Options• Dial Around (10XXX)• CALEA support• Local Pre/Post Routing options• Available in 125+ MSAs/RCs
• Converged voice and data network for all distance calling
• Telephone numbers provisioned anywhere for appearance of local “presence”
• Centralization of company operations
• Elimination of multiple local TDM lines from incumbent carrier
IP PBXor
TDM PBX w/ G/W
backup only
PSTNLocal,
International
LD & LocalCCE
GlobalIP Network
Verizon
911
PSAP
Local
IP PBXor
TDM PBX w/ G/W
LD & Local
#
#
#
#
#
#
IVR/Call Center
• Store hours
• Inventory
• Specialists
NYC
NYC
Chicago
GW
AT&T Voice DNA Flexible Reach Customer Applications
Adding IP Local to your VoIP Network
IPTF is an Enabler to Business Success
LABOR – AGENT COSTS
IP ENABLERS
PORTFOLIO OF
KNOWLEDGE MANAGEMENT COSTS
CTI & CRM
NETWORK COSTS
IVRIVR
US Center
MS
IP ACDIP ACD
TDM ACDTDM ACD
GW
GW
IVRIVRIP enabledIP enabledLegacy ACDLegacy ACD
IP based PlatformsIP based Platforms
IP ACDIP ACD
AT&T IP/MPLS
Global Network
TATA
CCE
BRICKS & MORTAR COSTS
Building 2
City
Suburban home
IBM AS/400
IBM AS/400
PSTNLocal, International
IVRIVR
IP Toll FreeIP Enabling Contact Centers & More
IP Audio Conferencing Provides
SIP-based, IP Reservationless Conferencing Management of all platform & network hardware Operations team supporting registrations
management, training, help desk, trouble assistance, etc.
Capital / Asset Management Production Maintenance Organization supporting all
maintenance activities / upgrades Scalable, low cost solution Identical user experience regardless of access (e.g.
PSTN or IP ) Migration ease from TDM to IP environments
IP Web Conferencing Provides
Document collaboration Application and desktop sharing Features and enhanced applications from Whiteboard,
Chat & File Share Easy access from anywhere from Internet Secure experience including SSL encryption Reliable, network based solution
Audio & Web Conference Services over IP
Portal User Admin.
Service Delivery Platform
ManagementSecurityVisibility
Policy
Deliver utilitynetwork based
applications
ManagedApplication
Infrastructure
EAGClient
App
SI
ISVEnable third partyapplications to utilize
AT&T’s network functions
Service Delivery Platform – CSF
Messaging
IM
Unified Comm.
IP Centrex
Web Conferencing
Video Conferencing
SOA
Provide applicationintegration in
the network
VoIPManaged
ApplicationInfrastructure
Converge real time andNear real time transactions
Leverage core assets Ubiquitous Global Access IP/MPLS
AT&T’s Vision
Reach51 Countries
77.6k Fiber Miles
152 Nodes
MSA Ethernet
DSL
WiFiNative IPWireless
IP/MPLS
VoIP
ManagedApplication
Infrastructure
Call Control Element
Media Services
Border Elements
DynamicCollaborations& Transactions • Federation/Trust/
Security• Intelligent Transactions• Application
Interoperability• Network resident
Functions• Realtime/Near-Realtime
IntegrationCPE/IPPBXVoice over X
Control
Communications
Convergence – Voice &
DataIP adoption
• Cost Reduction• Efficiency Gain• Capital/Resource
Maximization
Mobile Workforce
Device Proliferation
Ubiquitous Connection
Globalization
Drivers Need
Multinational
CoS
QoS
AT&T’s Services over IP Platform
• Dynamic virtualized IT environment
• Simplified to the IT organization and end users
• Visibility and Control of services delivered
• Applications delivered as Services over IP Access
Native IP, Ethernet, DSLBroadband, Wireless, WiFi
IP/MPLSGlobal Reach, Quality of Service,
Multi-Service Edge
Network Application EnablersData Centers, Network Based Firewall,
SMTP Gateway
VoIPBorder Elements, Call Control Element,
Media Servers
Application Aware Network
Load Balancing and Utility Scaling of Bandwidth, CPU’s, Storage and
Business Continuity
AT&T Application Infrastructure
Application Service Creation, Deployment,
Execution and Orchestration
ExternalApplicatio
nGateway /
SDKManageme
nt
Proactive Management,
Monitoring and Remediation of CPE, Network,
IDC’s, Gatewaysand applicationsutilizing iGEMS
PortalProvisioning, MACD’s, Reporting utilizing BusinessDirect, E-
Business
The Building Blocks for AT&T’s Services over IP PlatformAn Application Aware Infrastructure requires capabilities at all levels
Service Bundles
UnifiedCommunications =
Near Real TimeService Building Blocks
UtilityService Building Blocks
Real TimeService Building Blocks
Call Control
UserProfile
Confer-encing
Voice
MidCall
Move
CallRe-
directTransfer
3 WayCalling
Mess-aging
Pres-ence
DataMgmt.
Encryp-tion
MobileTrans-code
Direct-ory
Identity
UtilityCPU
Storage AV/AS
NBFTrans-lations
Grid
3rd
PartyToolKit
ISV
ClientOwnedApps
SI
Management
Reporting
Policy
Billing
Contracting
Portal
Dynamic Transaction Services
ArchivingClient A = IP/MPLS
VoIP
IDC
Policy
Email IMBlackBerry
IPCentrix
Direct-ory
Fax
Storage AV/ASUser
ProfileData
Mgmt.
Encryp-tion
So what
Integrated Collaboration in Action…a real-world scenario
Outbound Calls
Fax
Voice Mail
EMS Service
WirelessNotification
VPIM
Conference Bridge IVR
Unified Communications adds Value to AT&T’s Enterprise Messaging Service by unifying ALL forms of communication into a easily accessible platform
HQ IP-PBXCorporateIntranet
Network Prem Equipment
Home or RemoteBranch Office
DataVoice
Video
Integrated Multi-ServiceAccess Element It’s All About
IP/MPLS Core
Service Access Network
NRT-XoIP CommonInfrastructure
Converged Dynamic Networking and Computing
MSE
MSEMSE
Call Control
Border ElementBorder Element Border Element
Network Based FW
SMTP GW
Hosting
MediaSvrs
RT-XoIP CommonInfrastructure
Voice DNAServices over IP Application Infrastructure
Conferencing DNA Collaboration DNAMedia/Video DNA
P O R T A L (provisioning, reporting, MACDs)
ExternalApplication
Gateway
External Application
Gateway
Application Aware Network
AT&T is revolutionizing the Services over IP World
Revolutionizing All Services over IP:Target Architecture