"PBX in the Cloud": THe GMACCH VoIP Experience


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"PBX in the Cloud": THe GMACCH VoIP Experience

  1. 1. “ PBX IN THE CLOUD” The GMACCH VoIP Experience Niraj Patel, CIO and EVP GMAC Commercial Holding Corp . December 7, 2004 SIM Philly Workshop
  2. 2. <ul><li>“ GMACCH success in financial services has been facilitated by three core IT principles: </li></ul><ul><li>- business innovation drives business success </li></ul><ul><li>- technology changes all the time </li></ul><ul><li>- IT brand supports the business brand” </li></ul><ul><ul><ul><ul><ul><li>The Yankee Group </li></ul></ul></ul></ul></ul>Technology: A Strong Force at GMACCH
  3. 3. Technology Value Creation at GMACCH Business innovation Productivity insights Enhanced technology value Global IT Leadership Enhanced business value Strong business-IT alignment, strategic governance, IT brand are central to sustaining success Initiation by industry pivot point, GMACCH pain point, and/or business process discontinuity Technology innovation / investment
  4. 4. Validating the “INTRA-PRENEURSHIP” Two Data Points <ul><li>The “paperless initiative” – Epitome </li></ul><ul><li>Speech enablement </li></ul>
  5. 5. <ul><li>“ VOIP has very much been in the ‘Dilbert’ stage in the past, but now it’s moving to the ‘Dagwood’ stage” </li></ul><ul><ul><ul><ul><ul><li>CTO, Cisco </li></ul></ul></ul></ul></ul>VoIP Consumer and Corporate Acceptance Rising
  6. 6. GMACCM Service Delivery Vision GMACCM Applications Attendant Speech Instant Messaging Hosted PBX Voice VPN Unified Messaging Audio / Web Conferencing Call Distribution Third Party Applications and Portals Regulatory Services Accounting & Billing Element Management Media Server Translations & Routing Web Portal Voice Portal Security GMACCM Platform Back End and Operational Support Systems Network Side Elements Access Side Elements
  7. 7. Hosted Communications 101 Enterprise Sites Like IP PBX IP-based software model Rich PBX + multimedia functions Web-based control, MACs Consistent Global Service Delivery Like Centrex Scale, reliability Purchase incrementally Centralized control, mgmt . Network Communications Open, standards-based Best of both worlds
  8. 8. Why Hosted PBX at GMACCH? <ul><li>Industry lacked true enterprise value </li></ul><ul><ul><li>LD bypass only one factor </li></ul></ul><ul><ul><li>No comprehensive offerings available </li></ul></ul><ul><li>Natural extension to technology needed, along with operational consolidation strategies </li></ul><ul><ul><li>Physical equipment had to be removed to achieve centralized leverage </li></ul></ul><ul><li>Risk needed lowering </li></ul><ul><ul><li>Regulatory </li></ul></ul><ul><ul><li>Operational </li></ul></ul><ul><ul><li>Capital expenditure </li></ul></ul><ul><ul><li>Consistent platform </li></ul></ul>
  9. 9. <ul><li>International MPLS Network deployed </li></ul><ul><ul><li>Global network covers 90% offices </li></ul></ul><ul><ul><li>Next generation network infrastructure delivers the efficiency and cost savings inherent with IP architecture </li></ul></ul><ul><li>Operational convergence realized </li></ul><ul><ul><li>Centralized processes to manage large volumes of traffic at significantly lower costs in place </li></ul></ul><ul><ul><li>“ Data” has met “telecommunications” </li></ul></ul>GMACCH “VoIP-Enabled” For Some Time
  10. 10. GMACCH Hosted Voice Platform Enhanced LEC Point of Presence IMT Media Gateways Softswitches GMACCM Network Operations Center Broadsoft Class 5 Softswitch Masergy IP MPLS Network IP Phones PC Clients Enhanced LEC Point of Presence Network Gateways KTS PBX GMACCH Branch with Key System Broadband Access PRI Local Exchange Switch GMACCH Branch Broadband User Access Analog Phones
  11. 11. <ul><li>Localized Speech Auto Attendant – May 2000 </li></ul><ul><li>Global MPLS network implemented – January 2002 </li></ul><ul><ul><li>Foundation for converged communication platform </li></ul></ul><ul><li>Voice Trunking – January 2002 </li></ul><ul><ul><li>International and Domestic </li></ul></ul><ul><li>IP PBX Deployment – March 2002 </li></ul><ul><ul><li>Limited soft phone/IP phone deployment </li></ul></ul><ul><ul><ul><li>Lacked geographical virtualization </li></ul></ul></ul><ul><li>International VoIP termination – January 2003 </li></ul><ul><li>Global Speech Auto Attendant – March 2004 </li></ul><ul><ul><li>Ensures leverage of VOIP </li></ul></ul><ul><ul><li>Centralized infrastructure </li></ul></ul>VoIP Milestones at GMACCH
  12. 12. <ul><li>Softswitch Implemented – July 2004 </li></ul><ul><ul><li>Full feature hosted solution </li></ul></ul><ul><ul><li>Geographical virtualization </li></ul></ul><ul><ul><li>Next Generation Trunking </li></ul></ul><ul><ul><li>- SIP Origination </li></ul></ul><ul><li>Direct Outward Dial – September 2004 </li></ul>VoIP Milestones at GMACCH
  13. 13. QOS: At the core of the Network Wide Area Frame Relay 56KB Spoke & Hub Bridged DLC Routed IPX Routed IP Frame Relay Fractional T1 Spoke & Hub Routed IPX Routed IP Int’l Frame Relay Fractional T1/E1 Spoke & Hub IP only Pure IP with QoS Int’l MPLS (1) T1/DS3/E1/E3 Fully Meshed (1) MLPS = Multiprotocol Label Switching
  14. 14. VoIP Technology Evolution at GMACCH Switch Architecture Router-based VOIP modules PBX & ITG VOIP cards (homogenous topology) VOIP PBX Softswitch VoIP Deliverables Trunking OffNet Termination DoD (Direct Outward Dial SIP Origination and Termination
  15. 15. VoIP Value Proposition <ul><li>Enterprise wide “standard” communications platform </li></ul><ul><ul><li>Single system for communication </li></ul></ul><ul><ul><li>Links all employees and locations without geographic limitations </li></ul></ul><ul><li>Improved service assurance </li></ul><ul><ul><li>Carrier-grade performance, survivability, business continuity, risk management </li></ul></ul><ul><li>More effective employees </li></ul><ul><ul><li>Speedier project execution, reduced travel, enhanced collaboration </li></ul></ul><ul><ul><li>Tele-worker/mobile support “find-me, follow-me” </li></ul></ul><ul><li>Improved total cost of ownership (TCO), ROI </li></ul><ul><ul><li>Converged access = aggregation savings </li></ul></ul><ul><ul><li>Open standards = lower cost equipment </li></ul></ul><ul><ul><li>Web-based self-service management </li></ul></ul><ul><ul><li>On-net voice calling = lower long distance </li></ul></ul>
  16. 16. Speech: An Early Application Speech Technology VRU/IVR – Voice Response/ Interactive Voice Call Center “Screen Pops”, Dealer Loans Telephonic Speech Recognition (SpeechWorks) AutoAttendant x3200 Olive Olive.NET Speech.NET – Multimodal Multianswer Speech Reco/Natural Text to Speech Telephonic Speech Reco (SpeechWorks) with Natural Text to Speech (Speechify)
  17. 17. Monetizing the VoIP Opportunity <ul><li>Special Servicing </li></ul><ul><ul><li>Increase property revenue with hosted VoIP offering </li></ul></ul><ul><ul><li>Return property to performing state </li></ul></ul><ul><li>Asset Backed Lending </li></ul><ul><ul><li>Replace telecommunications capital expense at loan funding </li></ul></ul><ul><ul><li>Accelerate franchise expansion </li></ul></ul>