Alcatel-Lucent's Sean O'Halloran
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Transcript of Alcatel-Lucent's Sean O'Halloran
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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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOURCE: Smart.Digital.Connected Research Report, 2012, Nielsen Research, Alcatel-Lucent Australia.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOURCE: Get To Fast, Faster: Accelerate the Existing Copper Plant with VDSL2 Vectoring and Bonding, April 2013, Alcatel-Lucent.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
NBN vdsl vectoring ?
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
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