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Mastering Service Management for Commercial Voice Offerings
 

Mastering Service Management for Commercial Voice Offerings

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Sigam Systems Commercial Voice

Sigam Systems Commercial Voice

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    Mastering Service Management for Commercial Voice Offerings Mastering Service Management for Commercial Voice Offerings Presentation Transcript

    • Mastering Service Management for Commercial Voice Offerings Rick Mallon VP Product Management Sigma Systems
    • Mastering Commercial Voice
      • MSOs first entered the commercial voice market with existing residential voice offers
        • These offers appealed to micro-businesses and SOHOs
        • Up to 2 lines, reasonable set of features & based on PacketCable
      • A second phase quickly took shape where the market asked for a deceptively small increment on top of residential voice
        • Hunt groups, call transfer, 3-way calling
        • Multi-port eMTAs (more than 2 lines was required)
      • To gain additional market share MSOs enhance their offers further
        • Richer sets of features – more Centrex-like
        • Add business trunking support
        • SIP is becoming increasingly important vs PacketCable
    • Resi-Plus Voice Service Definition
      • Single address
      • 1 feature package
      • 2-port devices
      • Voicemail
      • Secondary line
      • Simple listing
      • Basic hunt groups
    • Commercial Voice Service Definition
      • Much more complex
      • Multiple addresses
      • Company profile
      • Custom feature packages
      • Dial plans
      • Hunt groups
      • Multi-port devices
      • Group voicemail
      • Complex directory listings
      • N-port LNP
    • Commercial Voice Market Overview
      • The market is divided into 2 principle areas:
        • Hosted Business Services
        • Business Trunking
      • Hosted Business Services
        • Feature rich business lines, Centrex
      • Business Trunking
        • Customer has a key system, PBX or IP PBX on premise and requires only trunk connectivity from the service provider
      • OSS required to support both services
      Sources : TIA, RHK Phillips Infotech, 2001 US Market Dynamics Business Trunking Services Hosted Business Services % of Total Small Enterprise (2-40 lines) 35.1 M Lines 6.8 M Lines 37.1% Medium Enterprise (41-400 lines) 36.1 M Lines 4.1 M Lines 35.6% Large Enterprise (400+ lines) 25.3 M lines 5.6 M Lines 27.3% % of Total 85.4% 14.6% 100%
    • Keys to Success
      • What cable operators must do to successfully penetrate the market for commercial services to SMBs
        • Establish a reputation for excellent customer service 
        • Develop new service capabilities and establish strong strategic alliances to accelerate market entry
        • Maintain control of labor costs
        • Leverage technology suppliers' vested interest in MSO success
        • Vastly enhance OSS capabilities
      • Source: Broadband Advisory Services report, Pike & Fischer analyst Tim McElgunn, 2007
    • Fulfillment Requirements: Hosted SMB
      • Basic OSS Automation Requirements
        • Activate over 70 telephony features
        • Fax lines, 1-800, calling cards, lobby phones
        • Manage NCS & SIP CPE devices
      • Additional OSS Automation Requirements
        • Multi-number porting
        • Telephone & extension number management
      • Company and Employee Self-Care
        • Customer facing GUIs to manage employees
        • Employee self care GUIs are a key differentiator vs star codes
    • Fulfillment Requirements: Large Enterprise
      • Basic Requirements
        • Large enterprises have all of the requirements of SMBs and more
      • Additional OSS Requirements for Automation
        • Multiple sites
        • Sites have their own customer administrator
        • Voice VPNs are used to allow for extension dialing among sites
        • Bulk load employees at initial sign-up
        • Companies will want tighter control over incoming and outgoing calls
      • Telephony Feature Package Creation
        • Need for custom feature packages for a single enterprise
    • Fulfillment Rqmts: Business Trunking
      • Basic Requirements
        • Business trunking includes both data and voice links
        • Fax lines, 1-8xx numbers, calling cards
        • Number porting
        • TN management
      • Advanced Requirements
        • Enable the service provider to up-sell advanced services to the customer
          • Incoming and outgoing calling plans
          • Voice VPNs
          • Network based auto-attendants
    • Typical Call Features
      • Account Codes
      • Anonymous Call Rejection
      • Authorization Codes
      • Automatic Callback
      • Automatic Line (Hotline)
      • Automatic Recall
      • Call Forward Busy
      • Call Forward Busy Unrestricted
      • Call Forward Don't Answer
      • Call Forward Don't Answer Unrestricted
      • Call Forward Don't Answer Variable Timer
      • Call Forward Fixed
      • Call Forward Fixed Activate
      • Call Forward Remote Access
      • Call Forward Group Don’t Answer
      • Call Forward Universal
      • Call Hold
      • Calling Name Delivery
      • Calling Name Delivery Blocking
      • Calling Number Delivery
      • Calling Number Delivery Blocking
      • Make Set Busy
      • Message Waiting Indicator
      • Multiple Appearance Directory Number (MADN)
      • Multiple Time Zones
      • Music on Hold
      • Name Display
      • Secondary Language
      • Selective Call Acceptance
      • Selective Call Forwarding
      • Selective Call Rejection
      • Simultaneous Ring
      • Speed Call Short
      • Speed Call Long
      • Spontaneous Call Waiting Identification
      • Subscriber Activated Call Blocking
      • Suppress Line Identification Information
      • Ten Digit LNP Trigger
      • Three Way Calling
      • Warm Line
      • Call Park
      • Call Pickup
      • Call Waiting
      • Call Transfer
      • Cancel Call Waiting
      • Click to Call (SIP only)
      • Click to Conference (SIP only)
      • Customer Originated Trace
      • Denied Termination
      • Dialable Directory Number
      • Directed Call Park
      • Directed Call Pickup
      • Directory Number Hunt
      • Distinctive Ring
      • Distinctive Ring Call Waiting
      • Do Not Disturb
      • InterLATA Carrier
      • IntraLATA Carrier
      • Line Overflow to Directory Number
      • Local Call Detail Recording
    • Order Management for Commercial Voice
      • Need for new back office order management screens
      • Multiple business addresses (Billing and Service Address) capture
      • Ability to copy/duplicate lines for rapid data entry
      • Order capture for complex directory listings
      • Ability to handle multiple line ports as one transaction
    • Customer Administration
      • Company Administrator GUI - create, manage, delete users (employees), features and equipment
      • Billing triggers are generated for “billable events” such as addition and deletion of employees
      • Supports for Single Sign On
      • Multiple language support
      • Large reduction in call center burden
    • Customer Use Cases
      • Top 10 MSO
        • 2007 started selling residential voice to micro-businesses with no changes
        • 2008 added up to 4 lines plus hunt groups
        • 2009 have now launched a full commercial voice offer with 60-plus features
        • 2010 looking to add trunking and SIP based services
      • Mid-size MSO
        • Soft launch of commercial voice in summer 2009
        • Moved straight to full SIP based offers and are positioned well for web 2.0 and unified communications
    • More Commercial Services are Coming
      • Business customers are looking for more from their service provider than just voice & data services
      • Other service opportunities include:
        • Remote data backup
        • Business continuity
        • Managed security services (IP VPNs, anti-virus, firewalls)
        • Video – basic, VOD, streamed content (entertainment & education)
        • Unified communication
        • SIP enabled services (presence, location, collaboration)
        • Web 2.0 (e.g. salesforce.com)
        • Fixed-mobile convergence – unified business user profile