10 Tomislav Bronzin

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10 Tomislav Bronzin

  1. 1. Microsoft Telephony Platform with Windows 2000 Tomislav Bronzin B. Sc. EE/CS CITUS d.o.o.
  2. 2. Agenda <ul><li>Market Overview </li></ul><ul><li>Strategy / Product Update </li></ul>
  3. 3. Communications Opportunity Worldwide estimates. End customer spending. Variety of sources. Does not include public carrier spending. Selected categories 1999 2002 Enterprise Internetworking Server-based RAS $1.4B $1.6B 3% VPN .3 1.8 81% Routing 7.7 11.5 15% LAN Switching 13.5 17.6 9% Enterprise Telephony PBX 7.5 6.7 -2% Key systems 6.5 8.2 6% Voice Mail/ Unified Msg 4.9 6.6 8% Interactive Voice Response 2.9 5.1 15% Call Center - ACD 2.3 3.4 10% Call Center - Applications 8.6 18.9 22% Total $55.6B $63.8B 10% CAGR
  4. 4. Key Trends Affecting Enterprise Telecom <ul><li>Convergence </li></ul><ul><li>Open platforms </li></ul><ul><li>Call center -> Customer interaction center </li></ul><ul><li>Wireless </li></ul>
  5. 5. The Paths Toward Unified Communications Unified Communications
  6. 6. Convergence & Computer Telephony Isolated Server PBX Connected Server PBX Converged Communications Server
  7. 7. Enabling Enterprise Telephony Solutions Phone system role: important/only touch point for customers or Internet PBX / Key with Voice Apps Voice trunk or line PBX / Key Voice / Fax App Server(s) PBX / Key Voice / Fax App Server(s) Voice trunk or line PC PBX with Voice Apps PSTN
  8. 8. Owning and Operating a PBX Source: Forrester Research (10/97)
  9. 9. PBX Replacement Reasons Large Companies Feature completeness is key factor Call center features drive many PBX buys 50 39 33 10 9 7 4 2 7 0 10 20 30 40 50 60 Features Capacity Age of System Reliability Cost Overall Upgrade Relocation Compatibility Other Copyright Business Research Group - October 1994
  10. 10. Customer Interaction By Call Type <ul><li>Customer Interaction Center Call Volume (Approximate View / Trend) </li></ul>Source: META Group (3/99) 1997 2001 1998 1999 2000 Major Change! Voice calls Email Web Form Callback Shared White board VoIP
  11. 11. CTI Consideration in Call Centers (U.S.) 1996 Survey Source: Pelorus Group (6/99) 1999 Survey 1996 1999 13% 26% Using 13% 26% 16% 34% 5% 14% 16% Not Considering 34% Against 5% 14% 3% 41% 1% 36% Trialing 3% 1% Considering 41% 36% Implementing 6% 7% 6% 7%
  12. 12. Examples of CTI Savings <ul><li>IVR self-service </li></ul><ul><ul><li>10% to 75% of calls off-loaded </li></ul></ul><ul><li>Screen pops </li></ul><ul><ul><li>10 to 30 seconds per call saved </li></ul></ul><ul><li>Softphone </li></ul><ul><ul><li>5 to 10 seconds per call saved </li></ul></ul><ul><li>Intelligent routing </li></ul><ul><ul><li>Up to 80% fewer transfers </li></ul></ul><ul><ul><li>10% to 25% less hold time </li></ul></ul><ul><ul><li>Cuts transaction time </li></ul></ul><ul><li>Web-based interaction </li></ul><ul><ul><li>Too soon to tell </li></ul></ul>Source: Vanguard Communications 2/99
  13. 13. Customer Service Varies Today by Media <ul><li>Media </li></ul><ul><li>Phone call </li></ul><ul><li>Kiosk </li></ul><ul><li>Email </li></ul><ul><li>Fax </li></ul><ul><li>Web callback </li></ul><ul><li>VoIP </li></ul><ul><li>Online Web form </li></ul><ul><li>Service Today Cost/Inquiry </li></ul><ul><li><30 seconds $1.44 </li></ul><ul><li><30 seconds $1.44+ </li></ul><ul><li>1 to 5 days $12 to $15 </li></ul><ul><li>1 day $3 to $5 </li></ul><ul><li><1 to 2 hours $??? </li></ul><ul><li><1 minute $??? </li></ul><ul><li>1 to 2 days $0.04 </li></ul>Regardless of media customer chooses to use, customer expects persistence of customer interaction knowledge to be immediately available Source: Pelorus (6/99), Forrester, Adapted from Genesys Labs (6/99)
  14. 14. CRM Market Segmentation Key Verticals: Financial Services, Healthcare, Mfg, Hi-Tech Sales Force Automation Customer Service & Support Call Centers Help Desk Customer Interaction Centers Mobile Marketing Automation Channel Mgmt (PRM) Internet / PSTN Selling Service
  15. 15. Agenda <ul><li>Market Overview </li></ul><ul><li>Strategy / Product Update </li></ul>
  16. 16. MSFT Telephony Strategy Summary <ul><li>Expand role of Windows beyond telephony apps to include next-gen voice solutions platform </li></ul><ul><ul><li>Continue improving the OS </li></ul></ul><ul><ul><li>Introduce separate offering </li></ul></ul><ul><li>Actively promote the definitive way to build open telephony apps & systems with vendors </li></ul><ul><ul><li>TAPI, ECTF specs, NetMeeting, Windows DNA </li></ul></ul><ul><li>Promote these efforts in context of MSFT core initiatives </li></ul><ul><ul><li>e.g., Knowledge Mgt, e-commerce, CRM </li></ul></ul>
  17. 17. Windows Communications Today <ul><li>Remote Access </li></ul><ul><li>Routing </li></ul><ul><li>Integrated VPN </li></ul><ul><li>Telephony </li></ul><ul><li>And more... </li></ul>
  18. 18. Changing Perceptions of Windows Communications Server-on-a- ”Blade” Large-scale Server Clusters Lots of form factors High-End Networking Systems Traditional
  19. 19. Windows Embedded <ul><li>Targeted Devices </li></ul><ul><li>Mobile/Disconnected States </li></ul><ul><li>Small Footprint </li></ul>Windows CE 30%+ beta companies working on communications Cameras POS PC Companion Now Available! <ul><ul><li>PBXs, Switches </li></ul></ul>Copiers Printers Windows NT <ul><li>BackOffice integration </li></ul><ul><li>PC architecture </li></ul><ul><li>Full Win32 Capability </li></ul>
  20. 20. Communications in Windows 2000 <ul><li>Enhanced security </li></ul><ul><li>Better performance </li></ul><ul><li>Native ATM support </li></ul><ul><li>Easier to use, easier to set up </li></ul><ul><li>TAPI 3.0 </li></ul><ul><li>Active Directory policy & management </li></ul><ul><li>Quality of Service </li></ul>
  21. 21. TAPI 3.0 Windows 2000 & Windows 98 <ul><li>COM API - multi-language support </li></ul><ul><li>Call control & media streaming </li></ul><ul><li>PSTN & IP telephony </li></ul><ul><li>H.323 & IP Multicast support </li></ul><ul><li>And more </li></ul>
  22. 22. TAPI 3.0 Architecture TAPI 2.1 Call Control C API Unimodem TSP PBX PBX Driver PBX TSP TSPI NDIS 5 TSP ATM/ISDN NDIS 5 Miniport Modem Modem Driver TAPI Server Codec Audio RTP DirectShow filter graph NIC TCP/IP Winsock 2.0 MSPI COM API TAPI 3.0 Call Control Media Control Directory Control H.323 TSP IP-MC TSP NDIS5 MSP Unimodem MSP H.323 MSP IP-MC MSP LDAP AD
  23. 23. Web Telephony Engine <ul><li>Navigate using speech rec or telephone dial pad commands </li></ul><ul><li>Enables dual-access Web sites </li></ul><ul><li>New! – in Microsoft Platform SDK with Windows 2000 </li></ul><ul><li>W3C group underway </li></ul>Use Internet technologies & standards to create and run telephony apps
  24. 24. Recent News – Windows NetMeeting 3 Released <ul><li>Easier to use </li></ul><ul><li>Better security </li></ul><ul><li>Desktop sharing </li></ul><ul><li>More standards </li></ul><ul><li>Resource kit for deployment </li></ul><ul><li>Embed in Web page </li></ul><ul><li>SDK for value-add </li></ul>
  25. 25. NetMeeting Web Integration
  26. 26. New Windows Phone Dialer <ul><li>Traditional telephony </li></ul><ul><li>IP Multicast calls </li></ul><ul><li>H.323 calls </li></ul>
  27. 27. Recent News Unified Messaging Vision Online Device Wireline Phone Wireless Phone The Global Knowledge Worker Page Email Vmail Calendar Directory Fax News & Stocks
  28. 28. Today’s Typical Infrastructure PBX / Key Voice / fax App Server(s) Voice trunk or line PSTN Proxy / Firewall Router Internet
  29. 29. Adding IP Telephony Proxy / Firewall PBX / Key Voice trunk or line Router Internet Voice / fax App Server(s) With H.323 Proxy IP / PSTN Gateway ILS -> Gatekeeper IP Telset NetMeeting IP / PSTN Gateway PSTN NetMeeting ILS - >Gatekeeper NetMeeting
  30. 30. Convergence PSTN PBX / Key Proxy / Firewall Internet Router NetMeeting ILS - >Gatekeeper Internet PBX/Key IP Access Router IP / PSTN Gateway Gatekeeper H.323 Proxy Voice / fax App Server(s) IP Telset NetMeeting NetMeeting Proxy Firewall
  31. 31. Open Communications End Customer Opportunity <ul><li>More choice </li></ul><ul><li>More innovation </li></ul><ul><li>More capabilities </li></ul><ul><li>More value </li></ul><ul><li>Lower total cost of ownership </li></ul>
  32. 32. Open Communications Vendor Opportunity <ul><li>Faster time to market </li></ul><ul><li>Lower cost </li></ul><ul><li>More partnering opportunities </li></ul><ul><li>More focus on solution </li></ul><ul><li>More focus on customer satisfaction </li></ul>
  33. 33. Downside to Open-ness? <ul><li>Customer </li></ul><ul><ul><li>More work to make systems work together? </li></ul></ul><ul><ul><li>Confusion? </li></ul></ul><ul><ul><li>Channel confidence? </li></ul></ul><ul><li>Vendors </li></ul><ul><ul><li>Changing business landscape (products, channels, partners…) </li></ul></ul><ul><ul><li>New entrants / competitors </li></ul></ul>We can help make transition easier
  34. 34. For More Information <ul><li>Web Sites </li></ul><ul><ul><li>www.microsoft.com/communications </li></ul></ul><ul><ul><li>www.microsoft.com/netmeeting </li></ul></ul><ul><ul><li>www.microsoft.com/embedded </li></ul></ul><ul><ul><li>www.microsoft.com/isn </li></ul></ul>CITUS d.o.o. http://www.citus.hr Tomislav Bronzin

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