Tata Unified Communications Services

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  • 1. TCL UnifiedCommunication Services (TUCS)© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 2. Market trends driving Communications 1.3 million 3 trillion mins. of video content Android activations per day. will cross the Internet each month in 2016, (9/2012, Google) up from 735 billion in 2012. (Cisco VNI)64% of smartphones sold Nearly 1/3 of theare Android devices. collaboration market(Q2/2012 Gartner) will be hosted by 2013. (Gartner, IBSG) 5B mobile subscribers today. Mobile data traffic will be 5x larger Over 500M access the Internet on their in 2016, than the volume of mobile devices -(ITU) the entire global Internet in 2005. (Cisco VNI) Traffic of mobile business data will reach 2.5 Exabytes per month in 2016, the equivalent of 853,174 DVDs per hour. (Cisco VNI) www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 3 3
  • 3. Key challenges – customer voicesManaging heterogeneous Managing on cost Pressure heterogeneous Advent of multipleenvironment - environment and productivity smart devices - BYODinteroperability of -improvements of multi interoperabilitymulti OEM equipment OEM equipmentWe have over 1000 sites Unified communication with We need to enable endwith different configuration Better TCO and focused to users to use their smartof telephone systems increase productivity of devices for work without(PBXs) that require employees using suitable any compromise onseparate contracts to collaboration tools the securitymanage and maintain www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 4
  • 4. Key challenges – customer voicesDistributed workforce Regulation, Security, scalability Regulation, decentralizeand inconsistent decentralized control and availability d controluser experience and inconsistent tools and inconsistent toolsOur field force needs to We have challenges We need a secured highbe connected seamlessly understanding voice available platform thatand my users in India regulations specially in can meet my futuremust have the same parts of Asia and we want growth requirementsexperience as users in a centralized administrationEurope and Americas and control with a proactive network monitoring using effective tools www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 5
  • 5. Key challenges- Voice of our customersCurrent Challenges Customer quotes• Managing heterogeneous environment - interoperability “We have over 1000 sites with different configuration of telephone systems (PBXs) ” that require separate contracts to manage of multi OEM equipment and maintain• Advent of multiple smart devices “ We need to enable end users to use their ” –BYOD smart devices for work without any compromise on the security• Pressure on cost and productivity improvements “ Unified communication with Better TCO and focused to increase ” productivity of employees using suitable collaboration tools www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 6
  • 6. Current Challenges Customer quotes• Distributed workforce & inconsistent user experience “ Our field force needs to be connected seamlessly and my users in India must have ” the same experience as users in Europe and Americas• Regulation, decentralized control & inconsistent tools “ We have challenges understanding voice regulations specially in parts of Asia and we want a centralized administration and control ” with a proactive network monitoring using effective tools• Security, scalability and “ We need a secured high available platform ” that can meet my future growth availability requirements www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 7
  • 7. Unified Communications Service stackA End points Voice Video Smart Devices Media oriented Collaboration Productivity Integration with applications applications applications Business applicationsB Applications Web, Video, Audio IM, Email. Presence Document Sharing SCM, CRM, ERP Conferencing TCL platform GIPVC & MVOIP- Enterprise Voice Global Network- 42DC-IntegratedC Carrier grade Voice and Video platform 250 plus POP With IP backbone & network platforms Installation & Implementation Tools for monitoring & NetworkD Service fulfillment and Management assurance Configuration and Testing Compute servers & virtualization Service offerings/E Value added services Professional Services Support Helpdesk Reporting and Billing www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 8
  • 8. Components of TUCS IP TelephonyFull featured IP Interoperability Smart & soft phone basedFeatures Features Features• IP desk phones (from • Keep the current PSTN PBX • IP telephony using smart- Cisco/Avaya etc.) connected and deskphones phones or softphone client on over the IP network for the laptop, desktop • H.323/IP trunking with PBX entire enterprise management • Compelling event will be• Compelling event voice cost reduction • New customer site Solutions elements • IP network (WAN) Solutions elements • Move of an existing site • IP network (LAN and WAN) • IP telephony server • Need to replace very old • IP telephony server PBX • Integration service for PBX int. • Cloud to deploy the serverSolution elements • Managed services for IP • Laptop/desktop softphone• IP network (LAN and WAN) backbone client• IP telephony server • Smartphone softphone client• Cloud to deploy the server • Managed services for monitoring, management,• IP desk phones and support• Solution integration and • Wi Fi deployment• Managed services for monitoring, management, an d support www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 9
  • 9. Components of TUCSAudio/Video conferencingLaptop / smart-phone Dedicated hardware Enterprise-Enterprise VCDescription Description DescriptionAudio and video conferencing Audio and video conferencing Connect different enterprises toability from laptop/ desktop/ using dedicated hardware one another and interoperabilitysmart-phone (with microphoneand camera) between different VC Solutions elements technologiesSolution elements • Cloud to deploy the UC• IP network server Solutions elements (LAN and WAN) • Laptop/desktop conferencing • Hardware (Camera,• UC server for audio/video client application conference phone) conferencing • Managed services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 10
  • 10. Components of TUCSCollaboration tools Document sharingMessenger and presence and editingDescription DescriptionInstant messenger for sharing Solution to share documentstext messages immediately (word, ppt, xls) with colleaguesand present information and edit together in aabout colleagues on network collaborative mannerSolution elements Solutions elements• IP network (LAN and WAN) • Client applications for• UC collaboration server collaboration• Cloud to deploy the server • Managed services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 11
  • 11. Components of TUCSTCL Voice platformGlobal, carrier grade voice platformDescription• SIP Trunking - supports various call types• On-net to on-net (Closed User Group)• On-net to off-net (Premises to PSTN – outbound off-net)• Off-Net to On-Net (PSTN to Premises – inbound off-net, uses ITFS/UIFN and DID numbers)Solution elements• SIP based carrier grade voice platform• Integrated to TCL MPLS and internet cloud• Secured and high availability www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 12
  • 12. Service fulfillment and assuranceProvisioning Provisioning• Robust project management framework Simplified deployment and configuration• Milestones and project updatesAssurance• Helps deliver reliability through pro- Advanced active fault detection & rapid isolation reporting• Resolve issues before end user impact Long term trending and analytics Advanced reporting • Analyze trends for planning, resource Assurance Continuous monitoring optimization and service quality and diagnostics • Determine success of collaboration technology adoption to drive future investment decisions www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 13
  • 13. E Professional Services –Indicative list Integration with business app Interoperability with multiple OEM BusinessIP telephony applicationBasedinfrastructure on APIs • CRM openExample products • Self-Service• MR standards context• Call Manager • Analytics • Mashups • Compliance • Custom reports Based on open standards Interop based on tested configurationsBenchmarking services Security level assessment Identifying security Industry benchmark of vulnerabilities in the services offered to our network and suggesting customers on annual basis ways to mitigate the sameTata Communications can offer comprehensive integrated solutions www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 14
  • 14. E TCL Support Desk-End to End support for all Telephony issues Phone Single point of accountability Web 1 for telecom issues Email Right and timely escalation internally and 2 externally - keep SLA 3 End user supportTCL helpdesk Problem resolution and feedback• Log the Request to helpdesk• Identify the request Incident and performance reports –status Area 4 update and performance metrics• Resolve request within core expertise• Route request to Flexible Support to cover customer’s right resolver group 5 business hours Resolution team• Highly skilled and trained resources (CCNP, CCIEs etc)• End to-end view of voice and UC quality of service of deployed SGS voice network• Robust processes www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 15
  • 15. Security not an option but compliance• TCL cloud based • Secured network - • Encrypt signal HOME USER security VLANs, policies etc. and media or• Largest DDOS • Secured IPT network (TLS, mitigation and deployment SRTP, VPN) scrubbing service • Deployment of within and SBCs at the edge outside the for SIP NAT enterprise • Authentication of customer ENTERPRISE devices on network network • Secured end points (hardened voice and video) CUSTOMER/ SUPPLIER www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 16 16
  • 16. TUCS-Salient feature supported Single number reach - simultaneous ring on all phones even on calls to mobile phone Seamlessly move calls between mobile and desktop phones Maintaining a single voice mailbox across multiple phone numbers Extension mobility by allowing forwarding to a mobile device, home phone, or any other phone Place mobile calls through Office PBX – to gain cost efficiencies of the office system www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 18
  • 17. Business Impact IP Telephony Operational ROI Return on Collaboration Productivity ROIImpact driver Impact driver Impact driver• Reduction in international • Significant improvement in • Improved collaboration calls connectivity cost for delivery timelines across distributed workforce usage of voice over IP • For instance, sales • Effective use of performance review of• Reduction in meetings collaboration tools between 25-30 people large travel cost at internal teams can regional sales team over regional, zonal and national significantly reduce delays video over the laptop level (especially sales in response to end saving travel and meets) customer queries increasing productivity by 10-15% due to • Co-creation of a availability of video rich Vertical wrapper complicated activity communication over UC • 50% reduction in through document turnaround time sharing applicationVertical wrapper • 10% reduction in overhead• 10-15% reduction in cost of products Vertical wrapper telecom expenditure on a • 10-20% increase in 5 year TCO basis productivity due to more• 20% travel cost reduction time being spent on client facing activities www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 19
  • 18. Return on collaboration (ROC)Case study: Banking sectorHome loan application• Faster turnaround time for processing loan applications• Instant messaging between manager, back office and manual adjudicator reduces time for approval and number of steps• Messaging with workflow solution enables faster on-boarding 20-30% reduction in turnaround time www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 20
  • 19. Return on collaboration (ROC)Case study: Banking sectorCommercial property finance for SME• Real time chat and conferencing reduces time to prepare term sheet and finalize negotiations• Real time collaboration reduces time to collate details from various departments and do credit approval• Integrated messaging and workflow reduces product on boarding time 15-20% reduction in credit approval time www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 21
  • 20. Return on collaboration (ROC)Case study: Banking sectorInvestment for HNW individual• Single number makes it easier for clients to contact their banker• Mobility solutions enable bankers to process documents anytime anywhere• Real time document sharing and integrated view of customer reduce processing time and enabler faster turnaround Increased customer satisfaction www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 22
  • 21. Return on collaboration (ROC)Case study: Banking sectorCredit card limit increase request• Integrated view of customer across products and consistent view across channels streamlines and enhances customer experience• Presence information helps find best available time with the manager for the meeting 50% time saving in transaction processing www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 23
  • 22. Productivity ROI High productivity improvement Low productivity improvement Not a target for UC Product and Reporting/risk marketing management Front office Middle office Back office management Current acc. & payments Limit management Account keeping Product development Account opening Risk management loans and mortgages Payments processing Clearing Product adjustments Account servicing Credit bureaus loans Statutory reporting Interest calculation and mortgages Debit/credit card Fee processing Product phase-out Portfolio management application Deposits and savings Account keeping Core Branch network Term-deposit-process. Fraud management development Loans & mortgages CRM Application processing Anti money laundering Contracting Channel mgmt Collateral mgmt. Application scoring Campaign mgmt Early/late collection Debit/Credit cards Application processing Clearing Statement handling SOURCE: Mc Kinsey Banking operations Authorization expert interview Dispute mgmt. BO: Doc.mgmt, MIS, Legal and Office Finance, accSupport print serv., postage HR Communication compliance Auditing support/ ounting, con Procurement serv. facilities trolling . www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 24 24
  • 23. TUCS-Fit for purpose (catering to different employee segments) # large Bank percent workforce breakout Relationship Senior Middle/ back office From Sales force managers management employees (15,000 / 18-20%) (9,000 / 10-12%) (10,000 / 11-13%) (40,000 / 55-60%) ▪ On the move ▪ Work from home ▪ Work from office ▪ Work from office ▪ No fixed seat office and on the move ▪ Share documents Usage ▪ Need quick ▪ Need variety of ▪ Need to remain with the otherbehavior access to people and work modes to connect to affluent clients connected to bank’s data for ▪ employees Stay accessible to documents from ▪ Access bank’s key decisions answer queries customer location internal data instantly FeaturesIP desk phoneVoiceconferencingVideoconferencingDocumentsharingIM / presenceMobile UC access SOURCE: Mc Kinsey Banking operations expert interview www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 25 25
  • 24. Large inspection companyCase study From To• Depreciated cost, low OpEx • Flexible, per user per month, ‘Pay• Fit for purpose for today as you grow model’• Legacy platform with limited features • Next Gen platform delivering business enabling features• Distributed model = high overhead • Resilient, centralised solution• No resiliency • Low operational overheads• Limited collaboration tools• In- depth study of end-user usage patterns • Bringing cost efficiency• Developed detailed Planning sheet • Future• Optimized BOM proofing the• Built resiliency options network • Increasing• Integration with global network profitability www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
  • 25. Deployment Scenario 1- Using TCL overlay network Resilient architecture Global PSTN Secured voice network PBX with logical partioning to have Call Unity Presence only Outbound Offnet Termination on manager server server TCL GIPVC with Internet platform TCL internet PBX with logical partitioning to have only outbound off-net Termination on TCL GIPVC with internet platform Remote site Jabber TATA Jabber Client Client MPLS network SRST Voice Regulation compliant SRST Local PBX with logical partioning to have PSTN only Outbound Offnet Termination on TCL GIPVC with Internet platform Remote Site Site-to-Site Call International Outgoing Call Incoming and Local Call www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 27
  • 26. Deployment scenario 2 –Using customer’s existing WAN Legend Secondary Core Tata router Voice capable Primary 3rd Party Router Local / IP Phone inbound Mobile Cisco TATA MPLS Tata MPLS Client Tata MPLS Cloud cloud Cloud Phone Edge PSTN UCS Platform WAN Interconnect Gateway Remote site Data LAN Jabber Jabber client Remote Customer WAN client site Voice LAN PSTN www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 28
  • 27. Unique value proposition • World’s largest international voice service providerGlobal IP • Relationships with 1600+ plus carriersbackbone • Carrier grade voice priced for enterprises • Economies of scale to reduce voice costs internationally • Next-generation voice network enables both IP and PSTN interconnections Carrier grade to an all-IP global transport core SIP platform • Available via IPSec to remote workers • Call routing capabilities in cloud • Encrypt signal and media or network (TLS, SRTP, VPN) • Security embedded network-VLANs, policies etc Security • Deployment of SBCs at the edge for SIP NAT • Secured end points (hardened voice and video)Flexible, modular • Vendor agnostic support • Single point of accountability for management of completeand managed solution, including legacy endpoints and personal clientsservices • Single point of accountability for all UCC services Regulation & • PTT partnership in x counties – more countries are being added • Comprehensive understanding of voice regulations in Asia PTT partnership • NTP 2012 ready voice network -India www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 29 29
  • 28. Where do you see yourself in the journey?The Transformational journeyBusinesstransformation Employee productivity Architecture for growth Operational efficiency Network convergence www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 30
  • 29. Taking Next Step IP telephony Replace aging and limiting Tele-presence TCL support PBX technology helpdesk Accelerate productivity Single point of and strengthen contact for all relationships telephony issues SIP platform Mobile Consolidate your voice applications Start at any point, go at any pace, infra using SIP to get Increase productivity and accessibility based on business priorities rid of Colos and TDM PRI Advanced Conferencing video Improve team Improve user productivity interactions and experiences TCL Unified Communications Services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 31
  • 30. Taking Next Step IP telephony Replace aging and limiting Tele presence TCL support PBX technology helpdesk Accelerate productivity Single point of and strengthen contact for all relationships telephony issues Example: Use on-premise SIP platform Mobile call control and Consolidate your voice applications conferencing to lower infra using SIP to get Increase productivity costs, while delivering rid of Colos and and accessibility higher audio quality TDM PRI Advanced Conferencing video Improve team Improve user productivity interactions and experiences TCL Unified Communications Services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 32
  • 31. Taking Next Step IP telephony Replace aging and limiting PBX Tele-presence technology Accelerate productivity and strengthen relationships Increase business value while reducing company expenses with Tele-presence. Conferencing Improve team productivity TCL Unified Communications Services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 33
  • 32. Taking Next Step TCL support helpdesk Single point of contact for all telephony issues Example: Leverage our VC concierge services and reservation less booking Advanced video Improve user interactions and experiences TCL Unified Communications Services www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 34