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Y o u r S t r a t e g i c A d v a n t a g e

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Title: Y o u r S t r a t e g i c A d v a n t a g e


1
Y o u r S t r a t e g i c A d v a n t a g e
Lucent Technologies
Powerful choices in communicationsfor your
business success
2
DEFINITY ECS G3si Expansion
Control
Fiber
Processor Port Network
Expansion Port Network
Expansion Port Network
Maximum Distance 4.7 or 21.7 miles
3
DEFINITY ECS G3r Remoting Options
Control
Port Network
Remote PN
Center Stage Switch
Fiber
1 to 4 T-1s
Maximum Distance - 4.7 or 21.7 miles
Port Network
Remote PN
Distances gt 100 miles
4
DEFINITY G3si
  • Switch Processing Element

Network
Packet
Memory
SYSAM
Processor
Control
Interface
Flash ROM
BUS A
BUS B
LAN BUS
BRI
DCP
5
Duplication/Reliability
Switch Processing Element
Center Stage Switch
Active
Active
Expansion Port Network
Expansion Port Network
Center Stage Switch
Standby
Standby
Memory Shadowing
Switch Processing Element
6
ATM-Based Port Network Connectivity
Fiber Type Single-mode or multi-mode Bit Rate
155.52 Mbps Physical layer SONET OC-3c
ATM Switch
Survivable Remote Option
PPN
EPN-1
EPN-2
EPN-3
EPN-43



7
  • Business Solutions
  • New Networks
  • Management Services
  • Business Partners

8
Solutions for Business
Customer Sales Services
Messaging
Mobility Distributed Work Force
Conferencing Collaboration
Networking
9
The Call Center Re-Defined
A physical entity where many media calls are
placed and taken, using a combination of your
Ambassadors (Agents) and technology. The end
result is an information exchange that adds value
to your products and/or services.
10
Providing Motivation . . .
11
The Paradox of Approaches in Call Centers
Efficiency based on grouping resources
Segmentation Requires one-to-one approach to
the agent/caller relationship
12
Economics of Size
Scale
Uniformity
Consolidation
13
Economics of Size
Good Idea! Costs/call go down Productivity goes
up Service levels improve Fewer agents
needed Management streamlined
Scale
Uniformity
Consolidation
14
Pressures of Competition
Differentiation
Segmentation
Skills Usage
15
Pressures of Competition
Bad News! Costs/call go up Productivity goes
down Staffing increases Delays go up Management
is difficult
Differentiation
Segmentation
Skills Usage
16
Call Center Problem
Call Center Strategy
Segmentation
Scale
17
Call Center Evolution -
18
  • Addressing Customer Needs...
  • Responsiveness
  • Personalized Service
  • Accurate Call Handling
  • Better Customer Service
  • Reduced Hold Times

19
The Integrated Call Center

LAN
20
Enhanced Vector Routing
  • Expected Wait Time
  • Patented Capability
  • Conditional checking for goto and check backup
  • Prior to queuing
  • During wait in queue
  • Algorithm
  • Recent call history and current conditions
  • EWT for skills/splits to CMS

21
(No Transcript)
22
Enhanced Vector Routing
  • Expected Wait Time
  • Data Passed In-Band from DEFINITY to
    CONVERSANT

CONVERSANT Executes Application
CONVERSANT Plays Announcement to Queued Caller
CONVERSANT
DEFINITY
...
converse on split 85 passing wait
23
DEFINITY G3V5 Call Center Enhancements
  • Agent Enhancements
  • EAS PHDSM Bringing the Right Agent to the Call
  • Support for 20 skills, 16 levels
  • New Agent Routing Options
  • Skill Level
  • Greatest Need

24
Breakthrough Solutions
CentreVuAdvocate
25
The Intended Life of a Call
After Call Work
26
Routing an Expedite Process
After Call Work
Greet
Sort
Route
Talk
Increase Priority Levels
Queue the call in multiple places
Chain Vectors Together
GET ME ANYBODY THAT HAS A PULSE!
27
Focusing on the Expedite Process
Greet
Sort
Route
After Call Work
Talk
Vendor 1 We can queue the call to 192 skills
simultaneously
Vendor 2 We can provide seven call priority
levels
Vendor 3 Our routing has a million skills
WE HAVE MORE THAN LUCENT!!!!!!!
28
The Execution of the Well-Intended Business
Strategy
Reality is F.I.S.H. (First In, Still Here)
29
Rethinking the Life of a Call
Greet
Sort
Route
After Call Work
Talk
What about the Transitions between Slices of
Times?
30
Transitions between Slices of Time
Greet
Sort
Route
Expedite
After Call Work
Talk
31
The Power of Business Useful Routing Predictors
- Remains Accurate Across Features and Adjusts
Instantly to Conditions.
- Other Predictors Dont Change.
32
Variables used in Executing your Business Strategy
CentreVu Advocate
  • Historical Had a Problem
  • Real Time Having a Problem
  • Predictive
  • Going to have a problem
  • Proactive Problem Prevention

33
The Breakthrough Moment
Agent Process
Caller Process
Greet
Sort
Route
Expedite
Talk
After Call Work
In milliseconds, Definity will -
Consider the Agents Skills and Workload - Check
Service Levels against Business Objective -
Check the Waiting Calls - Reconfigure the Agent
Resource Level - Bring the Agent to the Best
Call
34
Advocate Breakthrough !
  • Bringing the Agent to the Callersm
  • By using the Moment BETWEEN Calls
  • To look at the calls in queue
  • From the Business Plan perspective
  • To achieve Breakthrough Results

35
Predicted Wait Time
Current Wait Time
95 Seconds
85 Seconds
105 Seconds
NEWPrediction made How Much longer will the
Caller Wait?
36
Service Objective
Service Objective
Predicted Wait Time

Current Wait Time
Ratio
45 seconds
80 sec
95 sec
95/80
95 sec
75 seconds
85 sec
85/95
30 seconds
105 sec
105 sec
105/105
NEW Select the Call That Minimizes the Deviation
from the Business Plan
37
(No Transcript)
38
  • Addressing Agent Needs
  • Increased effectiveness and efficiency
  • Fewer routine tasks
  • More desktop space
  • Better use of skills

39
CentreVu Agent -
  • Provides reliability
  • Installs easily to PC
  • Makes best use of desktop space

40
CentreVu Agent Callbar -
Full Callbar Call Control tab active
41
Available Agent Strategy
CentreVu Advocate
  • Historically Most Idle Agent
  • Queue List Progession
  • New Agent Occupancy
  • Agent Work Time

42
Benefits of Least Occupied Agent
  • Equity of Work Load
  • 31 Improvement
  • Overall Speed of Answer
  • 15.4 Improvement
  • Specialized Skills Speed of Answer
  • 20.6 Improvement
  • Specialized Skills in Service Level
  • 9.6 Improvement

43
Percent Allocation
44
New Routing Features
  • Enhanced Look Ahead Interflow (6.3)
  • FIFO Operation
  • Improved Information Forwarding
  • Collected digits
  • Accumulated time
  • Universal Call ID

45
New Routing Features
  • Best Service Routing (6.3)
  • Leverages Existing Hardware and Software
  • Queue to Best on Network
  • Global Feature
  • Considers
  • Multiple Skills in One Location
  • Multiple Locations / Weighted Values

46
EWT Drives Best Service Routing
Remains Accurate Across Features and Adjusts
Instantly to Conditions (queue changes, abandons,
agent breaks, etc.)
47
EWT Routing to Best Skill - Remote
If EWT in Atlanta gt 30 secondsand EWT in LA lt 10
secondswhere should the call be routed?
Skill 1 - UnixLA
Skill 1 - UnixAtlanta
48
Best Service RoutingSample Vector for New Calls
  • consider skill 1 priority medium
  • consider location 2
  • consider location 3
  • queue to best

49
Best Service RoutingSample Vector for New Calls
  • consider skill 1 priority medium adjust by 0
  • consider location 2 adjust by 30
  • consider location 3 adjust by 30
  • queue to best

50
Simulation Results ASA - Non Networked
51
Simulation Results ASA - Best Service Routing
52
The Call Center Re-Defined
A physical entity where many media calls are
placed and taken, using a combination of your
Ambassadors (Agents) and technology. The end
result is an information exchange that adds value
to your products and/or services.
53
Internet Call Center
Web Site Talk withUs Live
Hang up and Wait
Surfing the World Wide Web
54
Internet Call Center
  • Serving Customers on Their Terms

Web Site Talk withUs Live
Providing Data (Graphics) Voice on One
Connection
....A Complete Web Experience
55
Internet Call Center Call Flow Example
Web Server
Application Server
Customer Svc. Reps
Internet
Client Multimedia Endpoint
ITG
Data Component
CMS
Voice Component
DEFINTIY ECS
56
Internet Call Center Call Flow Example
Web Server
Application Server
Customer Svc. Reps
Internet
Client Multimedia Endpoint
ITG
Data Component
CMS begins measuring call data
Voice Component
DEFINTIY ECS
57
Internet Call Center Call Flow Example
Web Server
Application Server
Customer Svc. Reps
Internet
Client Multimedia Endpoint
ITG
Data Component
CMS begins measuring call data
Voice Component
DEFINTIY ECS
58
ASAI Phantom Call Queuing
CTI Application
CMS / BCMS
Email
Skill
Skill
Skill
Skill
Phantom Call linked to Request
Voice Mail
Text MsgfromWeb
CallAnswerMsg
FAXMsg
Live Call
FAX
Web Hits
Priority
Priority
Priority
Priority
Voice Calls
EAS Vectoring
Common Service Queue
59
  • Addressing Manager Needs
  • Consolidated routing and reporting from all
    call center sites
  • Innovative access to data
  • Complete information about the call center
    environment

60
Service Observing - Application OR Performance
Service Observe On-Site or Remotely By
  • Agent Extension
  • Logical Agent ID
  • Vector Directory Number (Application/DNIS)

Thank you for calling XYZ Company. This is
Joe. How may I help you?
Thank you for calling XYZ Company. This is
Joe. How may I help you?
Service Observer
61
Java Telephony API Support
Client
Windows NT
Lucent JAPI SW
Passageway Telephony Server
LAN
Server
62
CentreVu Explorer Components Topology
External Call History Software
MicroSoft NT Server
Local Area Network
TCP/IP
CentreVu Explorer
CMS
DEFINITY ECS
Supervisor / Agent Workstation
63
BCMS Vu (Basic Call Management System Vu) -
  • Real Time Graphical Reporting To Single/Multiple
    Supervisors
  • Long-Term Storage of Predefined Historical
    Reports
  • Exporting of Reports to Other Packages (e.g.,
    Microsoft Excel)
  • Local or Remote Connection PBX

Proprietary
64
BCMS Vu Real-time Monitor
System Summary
Windows 95TM Based
65
Versatile Reporting Capabilities
1
  • CentreVu Supervisor
  • Real-time multisite monitoringfrom the desktop
  • CentreVu Exchange, aggregated historical
    reporting package
  • Customizes reports to meetyour business needs
  • Accesses aggregated historicaldata from the
    desktop
  • Open ODBC-compliantreporting software

3
4
Proprietary
66
CentreVu Supervisor CentreVu CMS
  • Four Simultaneous Instances of CentreVu
    Supervisor
  • Form of multisite reporting
  • Up to four windows connecting to four separate
    DEFINITY ECS
  • CentreVu CMS can now support 8 DEFINITY ECS ACDs
  • Increased from 4
  • Available on R3V5 CMS also
  • Sun platform only

67
DEFINITY ECS CentreVuTM CMS Connectivity
Exceeds 4 ACDs per CMS
DEFINITY ECS
DEFINITY ECS
CentreVu CMS
TCP/IP
DEFINITY ECS
X.25
DEFINITY ECS
DEFINITY ECS
DEFINITY ECS
DEFINITY ECS
DEFINITY ECS
68
CentreVu Control Center
  • Java Application
  • GUI Interface
  • Commenting and Cross Referencing
  • Scratch Pad
  • Copy Vectors Across Locations

69
CentreVu Control Center
70
CentreVu Exchange
  • Data Aggregation in Multi-Site, Multi-Source
  • Consolidated Reporting
  • 20 Definity Switches
  • 40 Voice Response Units (first release)
  • Off the Shelf Report Writer (Historical Data)
  • Standards Based
  • Unified Call Record

71
Universal Call ID (UCID)
  • A unique identifier that remains with the call
    throughout a customers Lucent Call Center
    Network
  • Enabling capability for cradle-to-grave call
    tracking and reporting
  • Support on DEFINITY, CMS, ASAI, CONVERSANT, and
    Explorer
  • Future expansion to additional products
  • Lucent Technologies is on standards board

Proprietary
72
Universal Call ID (UCID)
  • Transmitted between DEFINITYs using ISDN
  • Sent in the UUI IE
  • Uses the Application Information Transport Common
    Interface (AITCI)
  • Can be sent with other information (i.e.,
    enhanced information forwarding) if ISDN network
    supports
  • UCID is sent only if the trunk group has been
    administered to send it

Proprietary
73
Universal Call Identifier
CTI Applications
ASAI
TCP/IP
ISDN
DEFINITY ECS
INTUITY CONVERSANT
CentreVu Exchange
ASAI or ISDN-PRI
Public Network
CMS
X.25 or TCP/IP
Proprietary
74
CentreVu Exchange, Aggregated Reporting
  • Overview
  • Generates comprehensive, in-depth, multisite
    reports
  • Expands multisite, multisource reporting for
    growing needs
  • Streamlines access and open interfaces
  • Increases range of data sources

3
4
5
Proprietary
75
Reporting and Management
  • CentreVu Exchange, aggregated reporting
  • Universal Call Identifier (UCID)
  • Cradle-to-grave reporting
  • CentreVu Supervisor reporting
  • Increased ACDs supported by a single CentreVu
    CMS

Proprietary
76
CentreVu Exchange, Aggregated Reporting
3
4
5
  • Multisite manageability
  • Enhances manageability for multisite statistics
  • Cross-site performance comparison
  • Enterprise-wide complexity management
  • Laser-accurate call tracking

77
Cradle-to-Grave Call Tracking
  • Creates one comprehensive cradle-to-grave
    call record
  • Tracks individual call data precisely
  • Provides clear insight on each customers
    experience
  • Uses a CORBA interface to CentreVu CMS

1
3
5
Proprietary
78
Cradle-to-Grave Call Tracking
1
3
5
Proprietary
79
The Rules Based Call Center
80
What is A Rule?
81
Call Center Rules Provide Efficiency and
Individualized Care
Identification
Efficiency Context
agents available
email address
long wait time
account number
ANI
time of day
direct agent call
cell phone
URL
preferred agent busy
Entitlement
email acknowledge
dial
high value
abandoned
email being worked
queue to skill
preferences
web hit today
targeted product
bad weather
premier card
frequent caller
Qualification
Circumstances
82
Lets Create An Example Rule
  • Rules
  • If the calling customer is of high value and has
    abandoned 3 times today while attempting contact
    via any medium, connect the caller to an agent
    quickly, even if call center is overloaded.
  • Desired effect
  • Avoids frustration of important callers who have
    attempted contact multiple times over their
    desired media, and have not completed their
    transaction. Generates revenue for the business.

83
Customer is Confirming Airline Upgrade!
  • Caller tries internet call -abandons after five
    minutes
  • Caller tries voice call - abandons after ten
    minutes
  • Caller tries call from airport video kiosk -
    abandons after three minutes

84
How Is Decision Made?
  • Caller has experienced 3 abandons, so on the next
    call, our rule applies

Efficiency Context
Identification
Circumstances
Qualification
This customer has abandoned three times
today media type is irrelevant
This customer is of high value
All Customer Service agents are busy
Customer identified via account number
85
  • All Customer Service agents are busy, so the
    customer is passed to a reserve agent in Sales

Entitlement
Customer Service
Sales
86
What Is The Architecture for Rules-Based
Solutions?
87
The High-Level Call Center Architectural Elements
Multi Media PC
ATM Network
Key Customer ServiceSolution Elements
Key Customer ServiceSolution Elements
Today Beyond
Web Collab. w Agent
Client Profiles
Proprietary
88
Call Center Architecture Require Rules Engine
(MultiMedia/Web Scenario)
Accessing
Connecting
Relating
Fulfilling
Information
Prompting w Screen Pops
Wired Voice Terminal
Customer Data Base
TCP/IP LAN/WAN
Interactive Response
ANI Hits w Screen Pops
PC
Live Agent
Scripts
Tip/Ring Public Network
Load Balancing
Forms
Cellular Voice/Data
Web Server
Web Pages
ISDN
Availability
MultiMedia Terminal
Fax Back
Billing Information
Customer Profile Info
ATM LAN/WAN
Payphone
Hyper Text
Messaging
Rules Engine
Business Application
Proprietary
89
ACD Drives Efficiency Component
Business Objectives
Expert Algorithms
Dynamic Predictors
Agent Selector
Call Selector
Call Handler (id, q inf., etc..)
Agent Handler (skills, status, etc..)
Call Receipt, Rig, Transfer, Hold, etc..
Any Media Calling
Virtual Fabric Layer
Proprietary
90
Other Rules Components Come From Enterprise Data
Web Server
Customer database
CTI Servers
VRUs
Individualized Care Engine
Proprietary
91
Flexible Architectures are the Key
Rule Creation Language/GUI
Business Objectives
Expert Algorithms
Dynamic Predictors
CTI Corba other
Agent Selector
Call Selector
Call Handler (id, q info, etc.)
Agent Handler (skills, status, etc..)
Call Receipt, Orig, Transfer, Hold, etc.
Efficiency Engine (CentreVu ACD)
Individualized Care Engine (CentreVu Exchange)
Proprietary
92
Management/Reporting Current Plan
CentreVu Supervisor
Cradle-to-Grave Call Tracking
DEFINITY ECS
Other DEFINITY ECS Sites
CentreVu Exchange
Seagate Crystal Reports or OTS ODBC-Compliant
Report Writer
INTUITYTM CONVERSANT
CentreVuTM CMSSun SPARC 5 or E3000
CentreVu Visual Vectors
Other Vendors VRUs
Proprietary
93
Management/Reporting Future Vision
Industry Workforce Management Packages, etc.
CentreVu Supervisor
INTUITYTM CONVERSANT
DEFINITY ECS
Cradle-to-Grave Call Tracking
Other Vendors ACD Sites
CentreVu Exchange
Seagate Crystal Reports or OTS ODBC-Compliant
Report Writer
CentreVuTM CMSSun SPARC 5 or E3000
Web Server
CentreVu Visual Vectors
Other VRUs
CentreVu Monitor
CTI Server
Proprietary
94
(No Transcript)
95
Solutions for Business
Customer Sales Services
Messaging
Mobility Distributed Work Force
Conferencing Collaboration
Networking
96
The Lucent TechnologiesConference Server
97
Server Software
  • Windows NT-based application software
  • Digital Signal Processing
  • Echo cancellation
  • DTMF detection
  • Automatic Gain Control (AGC)
  • Speaker identification

98
Client Software
  • Windows 95 or Windows NT 4.0
  • Scheduling and Viewing of Conferences
  • Conference Control
  • Attachment and Distribution of Meeting Material
  • Management Reports
  • Up to 20 active client connections

99
Web Server Software
  • Provides Browser Access to Client Applications
  • Create, Schedule, and Delete Conferences
  • Upload, Download Documents

100
Conference Reservation Features
  • Scheduling features
  • Resource Allocation Messages
  • Regular Conferences
  • Conference parameters
  • Maximum or Minimum Number of Talkers
  • Participants Allowed
  • Early Arrival
  • Conference Termination

101
Future Enhancements
  • Names Announcement
  • IVR for Reservations
  • Internal Recording
  • Audix or Fax Notification
  • T.120 Data Collaboration

102
Video MultiMedia Collaboration
  • Voice and Video
  • Application Sharing
  • Exchange of files/data

Thomas B. Henry 992-4899-4301-01 Years to
Retirement 24
401K Retirement Savings
Stocks
Bonds
Listing
Return
103
Multimedia Call Handling
  • ... for DEFINITY Endpoints

Single
2nd Call Notification
MM to Voice Conversion
Call Redirection ( Cover Forward)
Voice Mail Integration
Call Me Conferencing
104
Multimedia Call Center
Voice MM Agent Positions
Video Kiosks
Voice Agent Positions
MM PC
Call Master Pwy POD
Video Calls
CMS Server
LEC / WAN
Video Call Module (ACD)
CMS Link
Video Self Service
Voice Calls
MM EndpointsforInfomercials
DEFINITY ECS with ACD
105
Solutions for Business
Customer Sales Services
Messaging
Mobility Distributed Work Force
Conferencing Collaboration
Networking
106
Distributed Workforce Solutions
ISDN DEFINITY Extender
DEFINITY Extender
BRI Connection
DEFINITY Extender
PC
DCP Telephone
107
Time-of-Day Call Coverage
DEFINITY
Remote location
Coverage point 1 (call classified)
Accessibility Flexible Work Arrangements
INTUITY Voice Mail
Coverage point 1
Coverage point 2
108
Internet Telephony Server
  • Networking Alternatives

Reduced Costs
109
Virtual Telephone
110
Multi-zone Wireless
  • DEFINITY Integration

Zone A
Wireless Controller Card
WFB
DEFINITY
CAU
To C.O.
CAU
Wired Sets
WFB
CAU
Zone B
111
Solutions for Business
Customer Sales Services
Messaging
Mobility Distributed Work Force
Conferencing Collaboration
Networking
112
Media Agile Solutions
Speech
Fax
Text
Video
Store Forward Translate
113
INTUITYTM Fax Messaging Solutions
  • Key Benefits
  • Privacy
  • Security
  • Voice Annotation
  • One Call Access
  • Cost Control

114
INTUITYTM Integrated Messaging
E-Mail Servers
Logically Integrated Desktops
E-mail or INTUITY Message Manager Remote Clients
Remote Access
LAN
Server
Public Switched Network
Lucent INTUITY Multimedia Messaging System
Public Phone
Cell Phone
Telephone Network
DEFINITY ECS
115
Integrated Messaging
  • Step 1 Receive Calls Messages

LAN
E-Mail Servers
INTUITY AUDIX Voice/Fax Server
116
Integrated Messaging
  • Step 2 Copy Headers or Messages

LAN
LAN
E-Mail Servers
INTUITY AUDIX Voice/Fax Server
117
Integrated Messaging
  • Step 3 Retrieve via Device of Choice

LAN
LAN
118
Solutions for Business
Customer Sales Services
Messaging
Mobility Distributed Work Force
Conferencing Collaboration
Networking
119
Distributed Communications System
  • Transparent Features
  • Call Coverage
  • Call Forwarding All Calls
  • Call Waiting
  • Distinctive Ringing
  • Leave Word Calling
  • Conference Transfer
  • Uniform Dial Plan

120
Distributed Communications System
  • Transparent Features
  • Centralized Intuity Voice Mail
  • Alphanumeric Display
  • Attendant Control of Trunk Group Access
  • Attendant Direct Trunk Group Selection
  • Automatic Callback
  • Automatic Circuit Assurance
  • Busy Verification of Terminals and Trunks

121
INTUITYTM Networking
  • Traditional Network

INTUITY
ECS/PBX
122
INTUITYTM Networking
  • Hub Networking

Main Hub
Secondary Hub
INTUITY
ECS/PBX
123
Interchange Connectivity through the Power of
Networking
UM
Multi- Protocol Support
INTUITY
Low Total Cost Ownership
Octel 250/350
One Directory
Interchange
Interchange
Octel 200/300
INTUITY
Global Scale
DEFINITY AUDIX
Other Vendor VM
AUDIX R1
124
Benefits of INTUITYTM Fax Networking
  • Higher Bandwidth Reduced Transmission Costs
  • Transmit Once to Multiple Recipients at Same
    Location

Annual Network Cost for 1000 Fax Users
Fax Machine
DCP Networking
TCP/IP Networking
80000
120000
100000
60000
0
20
10
125
Internet Communications
INTUITY UniversalMessaging
Internet Call Center
Software for InternetTelephony
Internet Telephony Server
126
INTUITY Internet Networking
multimedia messaging

ESMTP/MIME, POP-3
The Internet
  • Standards Based
  • Messaging Flexibility
  • Reach Effectiveness

INTUITY AUDIX
127
Internet Telephony Server
  • Networking Alternatives

Reduced Costs
128
Internet Telephony Server
  • Flexibility for Multimedia Workstations

129
  • Business Solutions
  • New Networks
  • Management Services
  • Business Partners

130
New Networks The Best of Both Worlds
Voice Network
Data Network
Store and Forward High Bandwidth Custom
Applications Scaleable
Real Time Calling Reliability Manageability Superi
or Service
131
Communications Today
(H.323)
Router
Hub
Backbone
Ethernet W/S
Data
SDS/FR
(H.323)
MMCX
ATM W/S
ATM Switch
OC-3 ATM
ATM
ATM Line
(H.320)
ISDN-BRI
ISDN-PRI
DEFINITY
SDN
EPN
PPN
132
How Do We Get There?
  • Multimedia Communications Exchange (MMCX)
  • The Roadmap

133
Multimedia Communications Exchange
MM Calling Software
(H.323)
Router
Hub
Backbone
Ethernet W/S
Data
SDS/FR
(H.323)
MMCX
ATM Closet Switch
(H.320)
ISDN-BRI
ISDN-PRI
DEFINITY
SDN
EPN
PPN
134
The DEFINITYECS Architecture
135
MMCX Release 1
Features
Netcare Services
  • Add/Drop Media
  • Conference
  • Transfer
  • Drop Party
  • Call Redirection
  • Call coverage
  • Call forwarding
  • Send all calls
  • Dial Plan

MMCX Server
HP and SUN UNIX Workstations
136
MMCX Release 2
New Capabilities via DEFINITY Integration
Router
Call Redirection
u
MMCX
ClosetSwitchor Hub
Voice Messaging Integration MWI
u
Least Cost Routing
u
Class of Restriction
u
IDSN-PRI
Call Detail Reporting
u
DEFINITYECS
137
IP Calling MMCX Calling
  • Making an IP Phone Call
  • Look Up Colleagues Phone
  • Call Colleague on Phone for IP Address
  • Call Colleague to Determine Availability
  • Enter IP Address
  • Begin Talking
  • Making an MMCX Call
  • Look Up Colleagues Phone
  • Dial It
  • Begin Talking

138
MMCX Makes H.323 Clients Business Useful
  • Has Phone Number
  • Can Dial Phone Numbers
  • Call Any Phone or Video System
  • Call Coverage
  • Conferencing
  • Integration with PBX

139
MMCX Conference Room
140
MMCX Conference Room
141
Collaboration Applications
Benefits
Financial Trading
Entertainment Production
Concurrent Engineering
142
MMCX Release 2
  • More Supported Endpoints
  • Windows 95 NT PCs
  • Lucents and Any Vendors H.323 Endpoint
  • More Connectivity
  • Any H.323 IP Phone
  • Any Telephone
  • Any H.320 Conferencing System

143
MMCX Release 2
  • More Server Options
  • Unix Today
  • NT in Late 97
  • Integration to DEFINITY via MASI

144
Large Business Roadmap
  • Embedded
  • ATM Concentrator
  • MM Messaging Response
  • Multipoint Video Conferences

DEFINITYATM Center Stage
ATM Switches
Multimedia Collaboration Services to LAN/WAN
ATM Networks
DEFINITY LAN Access/DEFINITY ATM Access
DEFINITY EnterpriseCommunications (ECS)
Architecture
145
ATM-Based Port Network Connectivity
Fiber Type Single-mode or multi-mode Bit Rate
155.52 Mbps Physical layer SONET OC-3c
ATM Switch
Survivable Remote Option
PPN
EPN-1
EPN-2
EPN-3
EPN-43



146
DEFINITY ATM Support
Router
DEFINITY ECS
AX500 Backbone Switch
ATM Network
MX1000 ATM Switch
EPNs with ATM EI
EPN
DEFINITY Global Distributed System
147
DEFINITY ATM Support
Router
DEFINITY ECS
AX500 Backbone Switch
ATM Network
MX1000 ATM Switch
EPNs with ATM EI
EPN
DEFINITY Global Distributed System
148
Maximizing YourInfrastructure Investment
H.320 or H.324 Endpoints
INTUITY
MCU
ISDN BRI, Analog
ISDN BRI, DCP, Analog
ISDN PRI, Analog
DEFINITY ECS
Public Private Networks
MX1000 Switch
ATM Network
149

Lucent IP Exchange Systems (IPES)
150
IP Exchange Systems
  • Strategic Intent
  • to be the applications platform of choice for
    integrated voice, fax, data solutions for
    enterprises and service providers
  • Fundamental Premises
  • Distributed Scalable
  • Portable
  • Interoperable Standards based
  • Software driven, open architecture
  • Open APIs market driven applications
  • Ease of use, install, maintenance and upgrades
  • Speed to market

151
Key Success Factors for Voice Over IP
  • Gateway cost per port
  • Voice quality
  • Network issues
  • QOS, signaling, bandwidth
  • Conversion issues
  • Reliability
  • Operations Support
  • Billing
  • Network Management
  • Interoperability
  • Within the VoIP domain
  • Between VoIP and PSTN, ATM, etc.
  • Ubiquity

VoIP, in its Infancy, has Many Deficiencies vs.
Traditional Telephony, but these will Gradually
Disappear
152
IP Exchange Systems Family Scalability
Functionality Options
  • IP ExchangeComm Initially a Key System
    alternative...

Customer Premises
Service Provider
Remote PC/laptop
IP ExchangeComm
3
RAS
PSTN
(IP Telephony Option)
PC (H.323)
2
LAN
VoIP gateway
LAN Phone
Network-based IP Telephony Hop-off Option
IP Network
Router
1
Cordless Wireless Phone
Base Station
Analog, FeaturePhones
Highly Distributed and Scalable Architecture
Built on an IP/LAN Infrastructure
Exchange Adapter
Fax
Proprietary
153
IP Exchange Systems Family Scalability
Functionality Options
  • A CENTREX alternative...

Customer Premises
Service Provider
Remote PC
RAS
PSTN
PC (H.323)
2
LAN
VoIP gateway
LAN Phone
IP Network
1
Router
Cordless Wireless Phone
Base Station
IP ExchangeComm
Analog, Feature Phones
Highly Distributed and Scalable Architecture
Built on an IP/LAN Infrastructure
Exchange Adapter
Fax
Proprietary
154
IP Exchange Systems Family Scalability
Functionality Options
  • IP ExchangeLink a Key System alternative

Customer Premises
Service Provider
Remote PC/Laptop
PSTN
PC (H.323)
RAS
LAN
(VoIP gateway)
LAN Phone
IP Network
Cordless Wireless Phone
Base station
IP ExchangeLink
POTS Phones Feature Phones
Combined Voice / Data Communication system -
A Phone system, router, hub, server,
adapter in one
Fax
Proprietary
155
The Distributed Architecture Enables Resource
Sharing Among Multiple Sites (Applications,
Features, Functionality)
Voice Virtual Private Network
Regional Office
Pay Phone
IP ExchangeLink
PSTN
Cellular/PCS Phone
IP Telephony Gateway
HQ
Home or Branch Office
With Optional IP Telephony Gateway
PC (H.323)
PC (H.323)
IP Backbone
LAN Phone
Router (e.g. ISDN or officer
Router
IP ExchangeComm
Phone
POTs Phone
Fax (Tip/Ring)
Fax (Tip/Ring)
Proprietary
156
IP Exchange Systems
Improvements
  • Easy to use / administer
  • Multiple client types
  • Unified Messaging (incl. Voice Mail)
  • Remote Diagnostics Software
  • Upgrades
  • PC-based Administration
  • Provisioning
  • Partitioning (multiple customers)
  • Call Center
  • Personal Assistant
  • Call Detail Records
  • Directory-enabled dialing

Proprietary
157
Product Growth Dimensions
  • Scalability
  • Greater station capacity
  • Greater loop bandwidth
  • Greater LAN bandwidth
  • Clustered servers
  • International versions
  • Voice Capabilities
  • Greater customization for vertical markets
  • Multimedia collaboration
  • Video conferencing
  • Data Capabilities
  • Full routing
  • Internet access
  • Web server
  • Remote access
  • Business Productivity
  • Ecommerce
  • Intranets/Extranets/VPN
  • Vertical markets
  • Personalization

Our Vision the Best Business Communications and
Productivity Solutions
158
IP Exchange Systems Timeline
Time-To-Market is Our Highest Priority
4Q98
1Q99
2Q99
2H99
Shipping ExchangeLink
Market Trial ExchangeComm
Shipping ExchangeComm Market Trial
ExchangeLink
Launch Network-Hosted ExchangeComm
  • Service provider network
  • based services (e.g. IP
  • CENTREX)
  • Enterprise prem solution
  • Service provider managed
  • network service solution

159
  • Business Solutions
  • New Networks
  • Management Services
  • Business Partners

160
Management Service
6000 Field Technicians
SNMP Based Net Mgmt
On-SiteService
95 Customer Svc Centers
NetworkManagement
430 ApplicationConsultants
6 Global Tech Centers
BusinessWorksSolutions
RemoteSupport
ProfessionalServices
Bell Labs ExpertSystems
250 Solution Specialists
MultimediaSupport
2400 Svc Professionals
gt4000 Direct Sales Associates
750 Application Data Specialists
161
  • Business Solutions
  • New Networks
  • Management Services
  • Business Partners

162
Business Partnering
Solutions for Business
The New Network
Lotus
?
?
Novell
Versit Partners
?
Management Services
?
HP Open View
?
700 Distribution Outlets
163
Innovation in action Turning information into
knowledge
Teamwork
Customer Service
164
Y o u r S t r a t e g i c A d v a n t a g e
Lucent Technologies
Powerful choices in communicationsfor your
business success
165
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