No Line On The Horizon


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No Line On The Horizon

  1. 1. No Line On The Horizon Stutler Technologies User Group Meeting February 25, 2010 Bob Anderson Sr. Account Manager Metaswitch Networks
  2. 2. Wireline Is In Decline
  3. 3. … Across All Demographics
  4. 4. Separation of Services from Pipes
  5. 5. What You Are Facing… “The idea of charging for calls belongs to the last century” NiklasZennström CEO and Co-Founder, Skype “We’re on a steady march… we're not just doing this to reduce prices ” Brian Roberts CEO, Comcast <ul><li>August 2009: </li></ul><ul><li>480 Million Subscribers </li></ul><ul><li>23.6 Billion Skype-Skype minutes </li></ul><ul><li>2.9 Billion Skype-Out minutes </li></ul><ul><li>$600 Million in FY2008 (estimated) </li></ul>Goal: 10 Million phone subscribers by 2010
  6. 6. What You Are Facing with Business <ul><li>Rapid move from traditional to IP Centrex and IP-PBX </li></ul><ul><li>IP Centrex service provider need not be local (e.g. Covad) </li></ul><ul><li>Rapid move from traditional to IP- PBX </li></ul><ul><li>Trunks will follow lines – TDM trunk to converged SIP + data pipe (provider need not be local) </li></ul>Sources: IDC, InfoTech / TIA
  7. 7. You Don’t Have to Get It, to Get It <ul><li>“ Societies or companies that expect a glorious past to shield them from the forces of change driven by advancing technology will fail and fall.” – Rupert Murdoch, 75-year-old Founder, Chairman and CEO, News Corporation, March 13, 2006 </li></ul><ul><li>(News Corp has spent $1 Billion on Internet acquisitions, including $400M for </li></ul>
  8. 8. Key Trends Unprecedented competition between telco, cable, wireless and “over-the-top” providers Continuous evolution to packet-based, software-driven networks Shifting expectations of always-connected “digital generation”
  9. 9. Implications for Carriers <ul><li>Service innovation at the speed of Google Labs, not Bell Labs </li></ul><ul><li>Multi-screen interface to personalized services </li></ul><ul><li>“ Horizontal” service delivery architecture for IMS, NGN and legacy networks </li></ul><ul><li>… all while meeting customers’ demand for quality and reliability </li></ul>
  10. 10. Recover Minutes Lost to Wireless Make Existing Features Usable Offer Enhanced Services Best use of switching and applications
  11. 11. <ul><li>Subscribers manage own phone services </li></ul><ul><li>Easily configurable, brandable, extensible </li></ul><ul><li>Consistent across standard Class 5 and advanced services </li></ul><ul><li>The Dashboard provides “at a glance” access to commonly-used features and settings </li></ul>Customer Self Care: Web GUI “ Personalize the subscriber experience”
  12. 12. Internet Access to Service Settings <ul><li>Access services settings instead of * codes </li></ul><ul><li>Separate settings for teen-line, etc. </li></ul><ul><li>Subscribe to new services </li></ul><ul><ul><li>Creates secure billing record for automated processing </li></ul></ul><ul><ul><li>Lowers barrier to adoption of value-added features </li></ul></ul>A subscriber Web portal reduces CSR costs, increases customer satisfaction, and encourages subscribers to try out new services!
  13. 13. <ul><li>Simplify Call Services Using Names/Groups instead of Phone Numbers </li></ul><ul><li>Access contacts anywhere </li></ul><ul><li>Assign contacts to groups (i.e. VIP, Family, Friends) </li></ul><ul><li>Synchronize with Outlook and Corporate Directories via LDAP </li></ul>Network-based Contacts
  14. 14. Advanced Call Management <ul><li>Call management configures all call terminating services </li></ul><ul><li>Makes complicated traditional services useable </li></ul><ul><ul><li>Makes clear what has been configured </li></ul></ul><ul><ul><li>Avoids confusion over rules precedence </li></ul></ul>
  15. 15. Find-me / Follow-me
  16. 16. Weekly Schedule
  17. 17. Unified Messaging <ul><li>Not your “plain old voicemail” </li></ul><ul><li>Unified Messaging: any message, any device </li></ul><ul><ul><li>Voicemail and Fax </li></ul></ul><ul><ul><li>Visual Voicemail / Message via Customer Portal </li></ul></ul><ul><ul><li>Forward messages to email </li></ul></ul><ul><ul><li>Converged mobile / wireline mailbox </li></ul></ul>
  18. 18. Live Message Screening VM/UM “ Hi Jane, it’s Mike, please pick up if you’re home” <ul><li>Lack of call screening is number one reason for resistance to network voicemail </li></ul><ul><li>Subscribers retain personal answering machines </li></ul><ul><li>Live Message Screening addresses this need </li></ul><ul><li>One-way media for screening call </li></ul><ul><li>Local subs get distinctive ring (or auto-answer to SIP phone)‏ </li></ul><ul><li>Universal application for business, residential, wireline, wireless </li></ul>“ Please Leave a Message After the Tone”
  19. 19. Visual Voicemail on TV
  20. 20. Widget Integration
  21. 21. WIRELESS? <ul><ul><li>How can we tie into </li></ul></ul>
  22. 22. Traditional Fixed / Mobile Dichotomy <ul><li>Great quality, reliability, features, but… </li></ul><ul><li>Tied to one location </li></ul><ul><li>Great mobility, but… </li></ul><ul><li>Different number from landline </li></ul><ul><li>Two separate voice mailboxes </li></ul><ul><li>Bad reception indoors </li></ul><ul><li>Two bills to pay every month – with separate minute buckets </li></ul><ul><li>Different services from landline </li></ul>
  23. 23. Users Want the Best of Both Worlds <ul><li>Ease of use </li></ul><ul><li>Straightforward billing </li></ul><ul><li>Applies to residential and business </li></ul><ul><li>Features that merge with digital lifestyle </li></ul>
  24. 24. The Bottom Line on FMC for Wireline carriers <ul><li>Basic “one number” / “find-me follow-me” service has significant value for users </li></ul><ul><li>Enhanced “one number” service can provide even more value but require partnerships </li></ul><ul><li>Upgrade network infrastructure to IP to be ready for IMS </li></ul>
  25. 25. Voicemail Apps for Mobiles <ul><li>AppStore/Widget Environments </li></ul><ul><ul><li>iPhone </li></ul></ul><ul><ul><li>BlackBerry </li></ul></ul><ul><ul><li>Android </li></ul></ul><ul><li>Provides Feature-Rich VoiceMail Interface </li></ul>
  26. 26. FMC: Voicemail to SMS <ul><li>Notification of new voice messages via SMS </li></ul><ul><li>Text includes identity of caller and time of message deposit </li></ul><ul><li>Next: Message Transcription (aka Voice to Text) </li></ul>
  27. 27. FMC: Using a Mobile Phone as a “remote” <ul><li>Increasingly, people use their mobile phone as their Address Book </li></ul><ul><li>Syncing across devices and platforms is not perfected </li></ul>
  28. 28. FMC: Using a Mobile Phone as a “remote” <ul><li>iPhone app </li></ul><ul><li>Use iPhone address book to launch a click-to-dial call to your landline </li></ul>PhoneRemot
  29. 29. SMB <ul><ul><li>How can I better serve the </li></ul></ul><ul><ul><li>Market? </li></ul></ul>
  30. 30. Hosted PBX: Key Requirements Call Features <ul><li>Residential feature set plus: </li></ul><ul><li>Shared Line Appearance </li></ul><ul><li>Attendant Console </li></ul><ul><li>Call Park / Retrieve </li></ul><ul><li>Multi-Line Hunt Groups </li></ul><ul><li>etc etc </li></ul>Enhanced Services SIP Phone Support Self-Service Administration <ul><li>Unified Messaging </li></ul><ul><li>Auto-Attendant </li></ul><ul><li>Media On Hold </li></ul><ul><li>Conferencing </li></ul><ul><li>Paging </li></ul><ul><li>etc etc </li></ul>The latest SIP phone hardware . . . but user interface must follow established and familiar patterns. The Web portal is a powerful tool for attracting and retaining customers.
  31. 31. Since installing your VoIP system, what new features do you use? Core Feature Demands
  32. 32. Potential to Upsell Other and Managed Services vs. 39% vs. 17% vs. 13% What other services would you consider buying from a single VoIP provider? (< 100)
  33. 33. Business Group Administration <ul><li>The same powerful interface for administration of Business Group (BG) functions </li></ul><ul><ul><li>Lines, intercom codes, short codes, account codes </li></ul></ul><ul><ul><li>MADNs, MLHGs, Call Pickup groups </li></ul></ul><ul><ul><li>Auto-Attendant and Music On Hold </li></ul></ul><ul><li>Multi-tier BG admin support </li></ul><ul><ul><li>Can define multi-tier BG hierarchy with multiple admins </li></ul></ul><ul><ul><li>Each admin has access to lines at his / her level and below </li></ul></ul>
  34. 34. Provisioning Server Simplifies Management of IP Phones
  35. 35. SIP Business Phones and XML Apps Soft keys Programmable display
  36. 36. Conclusion <ul><li>Wireless doesn’t mean the death of wireline </li></ul><ul><li>‘Sticky’ features will keep customers </li></ul><ul><li>SMBs will continue to use wireline </li></ul><ul><li>You CAN retain your customer base with the right features and solutions! </li></ul>
  37. 37. <ul><li>Thank You! </li></ul><ul><li>For more informationgo to: </li></ul><ul><li> </li></ul>