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Gitex2013: YOUR TAILOR-MADE APPLICATIONS
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Gitex2013: YOUR TAILOR-MADE APPLICATIONS

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Alcatel-Lucent Enterprise Value Added Application Services

Alcatel-Lucent Enterprise Value Added Application Services

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    Gitex2013: YOUR TAILOR-MADE APPLICATIONS Gitex2013: YOUR TAILOR-MADE APPLICATIONS Presentation Transcript

    • APPLICATION SERVICES VALUE-ADDED ASSETS GITEX 2013 October 20th – 24th COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • AGENDA 1. Introduction 2. Market trends and CIO challenges 3. How can Application Services help answer these challenges 4. Vendor assurance through high-expertise profiles 3 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • ALCATEL-LUCENT ENTERPRISE SERVICES MARKET DRIVERS 37% 54% 54% 57% Of CIOs cite making business processes more efficient is the average effective usage of enterprise software of organizations will offer end-to-end services by 2012 Of CIOs cite as top concern not implementing fast enough FROM HARDWARE TO FULL SOFTWARE FROM DEDICATED NETWORK TO INTEGRATED SOLUTIONS BLEND VIDEO, MESSAGING, DATA, AND VOICE TO IMPROVE COLLABORATION 4 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. FROM COMPLEXITY TO SIMPLICITY FROM DESKPHONE TO BYOD
    • ALCATEL-LUCENT ENTERPRISE APPLICATION SERVICES MORE VALUE, MORE SIMPLICITY, MORE ADAPTABILITY Enhancing your solution value return through customizations Aligning the solution with your business case Enhancing adoption rates Answering your specific needs PUTTING YOUR PRIORITIES FIRST ! Accelerating and ehnacing your business benefits Capitalizing on your existing systems and infrastructure 5 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • ANSWERING YOUR EXACT NEEDS A UNIQUE MIX OF EXPERTISE, OFF-THE-SHELF PORTFOLIO AND ENDLESS CUSTOMIZATION POSSIBILITIES BUSINESS CASE CREATION OFF-THE-SHELF ASSETS NEED ASSESSEMENT TECHNOLOGY ANALYSIS BUSINESS ALIGNMENT RAPID VALUE LOW RISK FAST IMPLEMENTATION AGILITY CUSTOMIZATIONS COLLABORATIVE DEVELOPMENT RAPID RESPONSE TO CHANGE ENHANCED USER ADOPTION HIGH VALUE-ADD HIGH INTEGRATION RADICAL DIFFERENTIATION • Rapidity and low risks (assets) • Full technology-business-processes alignment • Existing technology & investment capitalization • Strong differentiation and maximized value • Agility to change 6 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • APPLICATION SERVICES PORTFOLIO AND METHODOLOGY OFF-THE-SHELF ASSETS: RAPID VALUE, FAST IMPLEMENTATION • Extra value • Rapid ROI • Fixed price • Packaged • Already tested • Low-risk, fast implementation • Ready to use • Open to business evolutions • Customizations possible CUSTOMIZATIONS: HIGH ADDED VALUE, RADICAL DIFFERENTIATION • Unique solutions for specific business or industry needs: Radical differentiation from your competitors • Full integration allows you to maximize your installed base value return • High added value through endto-end services 7 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. ENHANCED SOFTWARE EFFICIENCY • Innovative, Agile methodologies allow us to create only necessary features for your business • Openness to change and evolutions • Enhanced value return
    • READY-TO-USE OR FULLY CUSTOMIZED: A RICH CHOICE OFF-THE-SHELF ASSETS OR CUSTOMIZATION FOR ALL INDUSTRIES AND FUNCTIONS Industries Finance Hospitality Defense Healthcare Public safety Education Functional Telephony 8 Management Contact center COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Back office Visual communications Networks
    • SOME EXAMPLES: ASSETS AND CUSTOMIZATIONS IN DEPTH COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • RICH APPLICATIONS OFFER AN APPLICATION FOR EVERY NEED OMNIPCX™ RECORD SUITE • Packaged recording application compatible with Alcatel-Lucent OmniPCx™ Enterprise Communication Server • Simple to install and use IP DESKTOP SOFTPHONE FOR APPLE® iPAD®& iPhone® • Softphone on personal device allows device users to make and receive calls on the enterprise network • Order at Apple store® • Call recording, screen capture, coach module 10 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. BUSINESS CONTACT STANDARD EDITION • Intelligent routing for branch environments • Reduces lost calls through accurate contact and call tracking • Packaged version • Built-in routing strategies • Pre-defined price
    • RICH APPLICATIONS OFFER AN APPLICATION FOR EVERY NEED INTEGRATED COMMUNICATIONS FOR CONTROL CENTERS NEW CLICK TO CALL PLUGIN SMART GUEST APPLICATIONS • Easy-to-use click-to-call application • Hospitality-specific applications package for award-winning AlcatelLucent 8082 MyIC Phone • Simple to install and use • Fully compatible with OmniPCX Enterprise • SIP telephony, check-in services, customizable interface, directory access, call forward, do not disturb, suite services (wake-up, notifications) • Industry-specific fully integrated agent terminal (touchscreen) • Multi-media: voice, radio, video, CCTV, industrial systems control (SCADA) • Full call tracking and intelligent routing • Conferencing options • High availability 11 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • IP DESKTOP SOFTPHONE FOR PC, MAC & iPAD & iPHONE Telephony Core Offer telephony service to mobile users inside the enterprise network to control costs ALCATEL-LUCENT IP DESKTOP SOFTPHONE is a fully-integrated telephony application installed on a user’s desktop (PC or MAC) , tablet (iPad) or Smartphone (iPhone). This application makes it transparent for mobile workers to use telephony in the enterprise network, as long as they are connected to their network using internet or VPN (in WiFi or 3G mode) Fully-integrated telephony solution, turning on a computer emulating a 4068, 4038, 4028 IP Touch set (4068 only on the iPad & iPhone). ® BENEFITS IP Desktop Softphone for PC IP Desktop Softphone interface for iPhone, iPad & MAC Quick and user-friendly access to telephone facilities • Help businesses optimize their employee’s productivity • Easy integration of remote and on-site workers, especially when desktop connection is the preferred communication mode • Carbon footprint reduction • Communications, connectivity and hardware costs control • Multi-languages (English, French, Spanish, Italian, German and Arabic) • Horizontal/vertical flip and horizontal full screen on iPhone 12 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • OMNIPCX RECORD SUITE A RECORDER FOR SMALL AND MEDIUM-SIZE BUSINESS Contact center Off-the-shelf An affordable recording solution for small and medium-sized customer service teams OMNIPCX RECORD SUITE provides extra web-based audio and video call recording as well as analysis tools. This enhances quality assurance, accelerates customer issues resolution, boosts customer loyalty and streamlines employee monitoring and coaching. This is particularly relevant in financial services, utilities, healthcare, education, hospitality and public safety organizations. OmniPCX Record OmniPCX Record interface and high-level architecture External or internal caller IP PSTN IP Recorded IP Phone BENEFITS • Optimize contact center efficiency • Increase correction strategies reactivity • Increase campaigns success rate through information • Keep key actors continuously informed • Enhance security by rapid transmission of important data to specific departments (IT, networking…) 13 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. IP OmniPCX Enterprise
    • CLICK TO CALL PLUGIN FOR OMNIPCX ENTERPRISE CLICK TO CALL A PHONE NUMBER OR A SEARCH A DIRECTORY Telephony Back office Custo Launch calls simply and rapidly from the PC ! CLICK TO CALL through a call box on Windows XP and Windows 7, a browser plug-in (IE, Firefox and Chrome) or a dedicated area in any web page. Directory lookup. Click to call toolbar BENEFITS BENEFITS: • Simplify how users initiate calls: make a call directly from your PC screen by simply clicking the telephone number • Costs effective way of increasing users efficiency • Easy integration and continued ease of use in simple or complex environments 14 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • BUSINESS CONTACT STANDARD EDITION Business Customer Telephony contact INTELLIGENT ROUTING BUSINESS CALL PLATFORM NOW PACKAGED Approx 20% of customer calls are being lost because of inaccurate contact. 10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANK GARTNER Enable direct and personalized interaction with customers through accurate counseling anytime, anywhere ! BUSINESS CONTACT is an intelligent business telephony routing platform for branch based organizations. With a standard core, it is adaptable to any company managing direct customer/employee relationship. Call routing is based on availability and job/business oriented. BENEFITS BENEFITS: • Unify functionality, ergonomics and service levels in all branches • Managed more calls without increasing branch resources • Turn personalized customer contact into a competitive advantage • Grow sales through faultless counselor-customer relationship • Deliver greater customer satisfaction (answer all customer calls) • Better measure counselor performance 15 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • SMART GUEST APPLICATIONS LET GUESTS CONTROL THE ROOM ENVIRONMENT Telephony Custo CUSTOMER NEED: Offer a state-of-the-art visitor experience by offering in-room control and added-value services from the phone set SOLUTION: SMART GUEST APPLICATIONS allows guests to control their in-room environment, adjust lighting and temperature controls, or set their room status to Do Not Disturb. Hospitality representatives can also promote their hotel services, activities or nearby shops, thanks to a customizable presentation service. With simple access to relevant information, guests can easily call or make an appointment to enjoy hotel amenities. Smart Guest Applications interface Room control: temperature Weather BENEFITS • Rich communications • Quick access to hotel services • Promotion of proximity services • Automation integration • Openness 16 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Hospitality services
    • ICCC – INTEGRATED COMMS FOR CONTROL CENTERS CALL MANAGEMENT AND CENTRALIZATION OF ALL VOICE CALLS Telephony Control room CUSTOMER NEED: management and centralization of all voice/video calls coming to control rooms SOLUTION: INTEGRATED COMMUNICATIONS FOR CONTROL CENTERS - a centralized control solution offering: intelligent routing system tracking all calls, identifying them, applying priority rules based on the emergency degree, managing waiting lines and broadcasting audio messages. An agent interface allows the visualization of all calls in progress and offers specific functionalities to answer them in the best conditions. BENEFITS ICCC agent interface • Optimized emergency treatment • Enhance reactivity in emergency situations • Enhance communications and access control ICCC hardware platform 17 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • EMERGENCY NOTIFICATION SERVER TRACKS, LOCALIZES EMERGENCY CALLS AND ROUTES THEM TO THE CORRECT PSAP OmniPCX Enterprise Telephony Public safety Custo Better track and manage emergency calls inside the Enterprise to comply with regulations and enhance safety EMERGENCY NOTIFICATION SERVER provides automatic location updates, visual location displays, mass broadcast module and flexible alerts. Open to integrations with third-party solutions, it can communicate with any existing base for emergencies: i.e. alarm broadcast, industrial or high-risk environments (access control, CCTV & radio, alarm systems, temperature or chemical detection systems, geo-localization…). Emergency Notification Server Interface BENEFITS • Comply with current regulations for emergency call tracking • Enhance reactivity in case of enterprise emergency • Be prepared for further developments with an open solution 18 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • SOFT PANEL MANAGER OPTIMIZE CONTACT CENTER EFFICIENCY THROUGH REAL TIME DATA DISPLAY Contact center Off-the-shelf CUSTOMER NEED: Display key business and contact center indicators in real-time to enhance decision and reactivity SOLUTION: SOFT PANEL MANAGER handles the real time display of business data and contact center statistics. It allows numerous statistics and data formats (bars, charts, gauges, comparisons) from several sources and a display in several ways: LED wallboards, LCD/Panel PC/Plasma/TV screens, individual PC screen (Desktop Wallboard) or GAD integration. Soft Panel Manager on LED wallboard Soft Panel Manager on plasma screen BENEFITS • Optimize contact center efficiency • Increase correction strategies reactivity • Increase campaigns success rate through information • Keep key actors continuously informed • Enhance security by rapid transmission of important data to specific departments (IT, networking…) 19 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Soft Panel Manager on agent PC
    • VENDOR ASSURANCE SERVICES RISK MITIGATION, COST CONTROL, ADOPTION SUCCESS COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • VENDOR ASSURANCE THROUGH OUR TOP EXPERTISE ACCOMPANYING YOU ALL ALONG THE WAY AND MITIGATING RISKS TECHNICAL CONSULTING ON-SITE ASSISTANCE • Current technology assessement • Transformation roadmap recommendations • Best practices application • Ensure solution deployment success through vendor backup • Risk mitigation and solution value return maximization • Minimize disruptions to customer network operations • Control time, costs, risks, resources and global efficiency 21 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. PROACTIVE PROFESSIONAL SERVICES • Flexible access to AlcatelLucent expertise • On-site assistance for projects requiring specialized skills • Packaged: 20 days, 30 days, 40 days, and 60 days with discounts for multi-year
    • VENDOR ASSURANCE THROUGH OUR TOP EXPERTISE ACCOMPANYING YOU ALL ALONG THE WAY AND MITIGATING RISKS CUSTOMER SOLUTION ARCHITECT • Defines and commits to the global solution architecture • Makes technical recommendations based on audit results • Defines migration strategies and controls the process PROJECT MANAGER TECHNICAL ACCOUNT MANAGER • Single point of contact for Customer & Partner for project control • Full ressources, project, costs, risks and efficiency control • Vendor stamp on project • Solution evolution consulting 22 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. RESIDENT ENGINEER • On-site troubleshooting, operational assistance • Expertise accompaniment for a given period of time • Ensures a smooth transition in the first adoption weeks/ months
    • GLOBAL ECOSYSTEM GEOGRAPHICAL COVERAGE • Over 150 countries covered through our eco-system of Partner and field teams • Global integration teams in all regions • 3 development teams in France, Morocco, Calabassas • 2200 Partners worldwide Andorra Argentina Australia Austria Bahrain Belgium Bosnia/ Herzegovina Brazil Brunei Bulgaria Canada Central African Chile China Colombia Croatia Cyprus Czech Republic Denmark Dominican Republic Egypt El Salvador Fiji Finland France Gabon Germany Ghana 23 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Greece Guadeloupe Hong Kong Hungary Iceland India Indonesia Ireland Italy Japan Jersey Jordan Kenya Korea, South Kuwait Lebanon Liechtenstein Luxembourg Macau Malaysia Mexico Netherlands New Zealand Nigeria Norway Oman Pacific Islands (Palau), Pakistan Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Saudi Arabia Singapore Slovakia Slovenia Spain Sweden Switzerland Syria Taiwan Thailand Turkey Ukraine United Arab Emirates United Kingdom United States Zimbabwe * 100 extra countries covered
    • GET THE MOST VALUE FROM YOUR SOLUTIONS AND INFRASTRUCTURE: CONTACT YOUR LOCAL BUSINESS PARTNER ORDER THE PROFESSIONAL SERVICES ASSISTANCE OR ASSETS THROUGH YOUR LOCAL BUSINESS PARTNER. 24 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
    • www.alcatel-lucent.com/enterprise twitter.com/ALUEnterprise facebook.com/ALUEnterprise youtube.com/user/AlcatelLucentCorp