Communication Service Provider Transformation Journeys
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Communication Service Provider Transformation Journeys

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  • Traditional New network requires new system Complex and does not allow end to end network management Every network element has its own configuration, fault and performance management NGN Integrated service delivery platform Centralized management / function that lower operating cost Better management of CPE

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  • 1. Communication Service Provider Transformation Journeys Gnanapriya C Head – Architecture Group Communications, Media & Entertainment Business Unit Infosys Technologies Ltd, Bangalore E-mail: [email_address] © 2008 Infosys Technologies Ltd. Strictly private and confidential. No part of this document should be reproduced or distributed without the prior permission of Infosys Technologies Ltd. Infosys VTU-EduSAT Lecture Series 27-Sep-2008
  • 2. Disclaimer
    • “ © 2008 Infosys Technologies Limited.  All rights reserved.  The information provided in this presentation is intended for the sole use of the recipient and is for educational purposes only. No part of this presentation may be reproduced or transmitted in any form or by any means, including photocopying and recording, without written permission.  Permission must also be obtained before any part of this presentation is stored in a retrieval system in any nature.  No responsibility can be accepted by Infosys Technologies Limited, the Editorial Board or contributors for action taken as a result of information contained in this presentation.  The views expressed in this presentation by the presenter are not necessarily those of the Editorial Board or Infosys Technologies Limited.”
  • 3. Agenda
    • Part 1 – Introduction
      • Trends
    • Part 2 – Transformation
      • Why Transformation?
      • Transformations in global arena
    • Part 3 – Transformation Illustrations
      • US (AT&T), Non US (BT)
    • Part 4 – Points to Ponder
      • Web 2.0 will impact CSPs?
  • 4. Current Trends with CSPs
    • Tinkering with Television (Television and broadcast market – IPTV, VOD)
    • From theory to reality to revenue (IP Multimedia Subsystems, Service Delivery platforms, Service Oriented Architectures)
    • Smart integrated operations (quad-play bundling, intelligence in operations, profitable product mix)
    • IMS Communications’ bottom line (providing end to end value to carriers)
  • 5. Context Setting: CSP Organization – High Level
  • 6. Agenda
    • Part 1 – Introduction - Trends
    • Part 2 – Transformation
      • Why Transformation?
      • Transformations in global arena
    • Part 3 – Transformation examples
      • US (AT&T), non US (BT)
    • Part 4 – Points to Ponder
      • Web 2.0 will impact CSPs?
  • 7. Next generation solution means ….
  • 8. Richer Customer Experience Lifestyle-Enabling Personalized Consistent Service Experience Context-Aware Football Enthusiast “ Tween Mu” Soap Opera Buff Formula 1 Fan Uniform UI Cust Service for Experience Performs as expected My preferences My device My subscriptions My buddies Location Device Capability Presence
  • 9. Operators Transformation requirements
    • Business Drivers
    • Enable delivery of new services
    • Seek competitive advantage
    • Lower OPEX
    • Increase customer intimacy and attract new customers
    • Technology Drivers
    • Invest in new technologies, upgrade infrastructure
    • Leverage established/ legacy infrastructure and strategy for future proofing
    • Consolidate systems
    • Optimize IT operations
    • Increase time to market for product delivery
  • 10. The CSP Transformation Journey
  • 11. Business Transformation: Changing Business Mix FMC Quad-Play IPTV Going from loosely bundled offerings, towards multiplay on different devices, into integrated multiplay the digital home Service Bundling Multiplay Integrated Multiplay Digital Home
    • Mobile Entertainment
    • Active buddy list
    • Rich Voice, Video, BB
    • IPTV, Multi-device Video
    • X-Conferencing
    • Push to Content Share
    • Remote Home Control
    • Intelligent Home
    • Bundled Voice, TV & Internet
    • Push to Talk
    • Integrated Service Portals
    Richness Of User Experience Convergence Service Stickiness
  • 12. Transition to IP: One network for everything Fixed line Cable Internet Mobile @ @ IP Network
    • Traditional
    • Circuit Switched network
    • TDM network increasingly obsolete
    • Opex constantly growing
    • NGN
    • IP network
    • Reduced network systems
    • Network simplification to optimize O&M
    • Reduce and mitigate interoperability and integration issues
  • 13. Operational Transformation – Improve customer experience Focus on Managing Customer Service Experience
    • Non-scalable
    • Inflexible
    • High-cost
    • Lowers profits
    • Superior service
    • Flexible - Scalable
    • Reduced cost of operations
    • Reactive + Pro-active
    Siloed Operations Mature Best-in-Class Operations
  • 14. Systems transformation - Changing the estate Rationalization of systems Introduction of COTS* Multiple systems for each functionality and product line Rationalized & integrated systems & platforms to offer bundled services * COTS – Commercial Off The Shelf Packages
  • 15. Transformations in Global Arena Operator Transformational Programs 21 CN All IP network U-Verse (Lightspeed) – 3 screen strategy Titan Network Transformation program FiOS (Fiber Optic Service) MaIP (Move to All IP)
  • 16. Transformational Approaches Approach Details Operators Network and Technology Led
    • Cost structure optimization
    • End of life upgrade infrastructure
    • Leapfrog cable competition and “triple play” delivery
    • Build infrastructure for future viability
    • Operational simplicity and standardization
    Business system transformation
    • Build telco-of-the-future to complete in a converging world
    • Productivity improvement – revenue and cost
    • Skills and capabilities transformation to complete future
    New product led
    • Customer services oriented migration to build competitive advantage
    • Enterprise segment positioning in ICT
    • New services
  • 17. Agenda
    • Part 1 – Introduction - Trends
    • Part 2 – Transformation
      • Why Transformation?
      • Transformations in global arena
    • Part 3 – Transformation examples
      • US (AT&T), non US (BT)
    • Part 4 – Points to Ponder
      • Web 2.0 will impact CSPs?
  • 18. ATT Transformation Journey
    • Game Plan: Seamless IP Access at the edge
    • Expanding NG 3G Wireless BB NW
    • High BW local access loops (U-Verse)
    • Metro fiber-based services
  • 19. Game Plan Game Plan Details Seamless IP Access at the edge
    • Expanding NG 3G Wireless BB NW
    • High BW local access loops (U-Verse)
    • Metro fiber-based services
    Operations Optimization
    • Network consolidation and standardization
    • Call Center – Unproductive call reduction, Increase self service capabilities, Improve first call resolution
    Systems Consolidation & automation
    • Applications rationalization
    • Automation and process improvements
    Changing Business Outlook
    • AT&T U-verse SM to bring consumers a revolutionary new entertainment experience that’s cooler than cable through FTTN, FTTP
    • 3 screen strategy
  • 20. U-verse (Light Speed)
    • AT&T U-verse SM brings consumers a revolutionary new entertainment experience that’s cooler than cable.
    • AT&T is the only national provider to offer a 100-percent Internet Protocol (IP)-based video service, AT&T U-verse TV, which delivers a new level of service integration and features that are unmatched in the marketplace.
    • The AT&T U-verse portfolio of IP-based services integrates digital TV, U-verse enabled AT&T High Speed Internet, and next-generation digital voice services.
    • AT&T is bringing fiber even closer to customers' homes using fiber-to-the-node (FTTN) and fiber-to-the-premises (FTTP) technologies.
    • Source: http://www.att.com/gen/press-room?pid=5838
  • 21. BT Transformation Journey
    • Strategies
      • to enhance the customer experience
      • to accelerate product to market times 
      • to reduce BT’s cost base
    • FROM
    • Product centric
    • Complex
    • Telco
    • TO
    • Customer centric
    • Simple and complete
    • IT and network services Co
  • 22. Game Plan Game Plan Details Network Simplification
    • Simplified and unified (17 networks to simplified IP network)
    • Operational simplicity and standardization
    • Cost structure optimization
    • Infrastructure for future viability
    Operations Optimization
    • Radical improvement in Customer Experience
    • Improve Cycle Time
    • Right First Time
    Systems Consolidation & automation
    • Platform rationalization
    • Global infrastructure with platform capabilities to provide E2E services
    • BT SDK, Open platforms
    • Leveraging Web 2.0 paradigm
    Changing Business Outlook
    • Driving a new customer experience
    • Product Centric to Customer Centric
    • Open Innovation
  • 23. Agenda
    • Part 1 – Introduction - Trends
    • Part 2 – Transformation
      • Why Transformation?
      • Transformations in global arena
    • Part 3 – Transformation examples
      • US (AT&T), non US (BT)
    • Part 4 – Points to Ponder
      • Web 2.0 will impact CSPs?
  • 24. Will Googles’ of the world impact Telco Operators? Source: http://www.telco2.net/blog/2008/03/google_vs_telcos_the_tale_of_t.html
  • 25. Probable topics for your seminars or projects
    • “ Multi-channel Content Delivery” bringing in the concept of 3 screens web, mobile, IPTV
    • “ Seamless call handover between multiple access technologies”
    • “ Convergence – Aiding Quad-play service offerings”
    • “ Mobile Application Platform – for content rendering to varied handhelds”
    • “ Mobile Information Services for Indian Rural markets”
    • “ Mash-up solutions – leveraging Web 2.0 for a Telco”
    • “ Service Delivery Platform 2.0 – New Paradigm in Telco”
    • “ Leveraging Network capabilities - Offering Open environment”
  • 26. References
    • Infosys Research
    • Gartner and other market Reports
    • Presentations from AT&T, BT, Telstra, Verizon, telecom Malaysia on their transformation programs
    • Telco 2.0
  • 27. Thank You “ The contents of this document are proprietary and confidential to Infosys Technologies Ltd. and may not be disclosed in whole or in part at any time, to any third party without the prior written consent of Infosys Technologies Ltd.” “ © 2008 Infosys Technologies Ltd. All rights reserved. Copyright in the whole and any part of this document belongs to Infosys Technologies Ltd. This work may not be used, sold, transferred, adapted, abridged, copied or reproduced in whole or in part, in any manner or form, or in any media, without the prior written consent of Infosys Technologies Ltd.”