growing the ip platforms business: andrew mcdonald, president of ip platforms business with...
DESCRIPTION
Over the last few years, Alcatel-Lucent has steadily increased its investment in software. It is now a core competence. Andrew outlines where Alcatel-Lucent plays, how we differentiate, and how we plan to grow the business. He will invite Christine North, Head of Business Improvement at BT to talk about how BT is using our software to improve customer experiences and save money.TRANSCRIPT
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
GROWING THE IP PLATFORMS BUSINESS Andrew McDonald, Alcatel-Lucent Christine North, British Telecom
ULTRA- BROADBAND ACCESS
CLOUD DYNAMIC
PROGRAMMABLE NETWORK
SDN BUSINESSES
HOMES
CONSUMERS
CLOUD OPTIMIZED ROUTING & TRANSPORT
CLOUD PLATFORM
vNF vNF vNF vNF
NF
NF NF
ULTRA- BROADBAND ACCESS
CLOUD DYNAMIC
PROGRAMMABLE NETWORK
SDN BUSINESSES
HOMES
CONSUMERS
CLOUD OPTIMIZED ROUTING & TRANSPORT
CLOUD PLATFORM
IP COMMS
NF
NF NF
POLICY & DATA
CHARGING
NETWORK ANLAYTICS
CUSTOMER CARE
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
CLOSED SOURCE TECHNOLOGY
OPEN SOURCE TECHNOLOGY
PRESENT PAST
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OPERATIONS THE HERO OF CHANGE
INVESTED IN MAKING
CLOUDBAND™
CLOUD APPS
MOTIVE BIG NETWORK ANALYTICS
m.IQ6
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CATALYST FOR CHANGE
CLOUDBAND™ IS THE
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BUILDING FOR THE “CLOUD AGE”
TRANSITIONING TO CLOUD FASTER
ACCELERATING THE COMMUNITY
DRIVING A DEV-OPS MENTALITY
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DRIVING THE INDUSTRY BY ESTABLISHING THE FIRST NVF ECOSYSTEM
CLOUD-READY PORTFOLIO
ACCELERATING TO A SIMPLIFYING OPERATIONS WITH CUSTOMERS
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VOLTE EARLY ADOPTERS
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MOST EXTENSIVE WEBRTC AND API STRATEGY
FIRST TWO VIRTUALIZED WINS IN THE US MARKET
TWO YEAR HEAD START ON DEPLOYING VOLTE AT SCALE
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EXPERIENCE FROM CONNECTION TO
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How to improve your infrastructure and operations
MOTIVE BIG NETWORK ANALYTICS
m.IQ6
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EXPAND YOUR VIEW OF THE MOBILE ECOSYSTEM
RESOLVE PROBLEMS BEFORE THEY HAPPEN
ENGAGE CUSTOMERS
CREATE NEW OPPORTUNITIES TO
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BUILDING BT’S CUSTOMER EXPERIENCE WITH MOTIVE Christine North, British Telecom
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REACTIVE
PROACTIVE
PRE-EMPTIVE
FUTURE STATE—PREMIUM SERVICE
Today Q4 12/13 Q4 13/14 Q4 14/15
• Customers contact BT for help with all problems, including simple faults and service status updates
• Large number of Tier 1 agents required
• Customers have multiple contact channels with strong self-serve options
• More network faults are fixed before customer contact
• Reduced number of Tier 1 agents required
• Customers can self-serve all but the most complex faults
• Consistent fault journey across all channels realized
• Small number of Tier 1 agents required
• Customers contact BT to procure premium services tailored to their needs
• Small number of Tier 1 agents required, with main resource pool supporting premium services
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
LAUNCHED SELF-CARE ACROSS MULTIPLE CHANNELS
2002–2005 ADDED HOME DEVICE MANAGEMENT
LAUNCHED CONSUMER SELF-CARE CLIENT
2006–2007 ADDED WIRELESS DEVICE MANAGEMENT LAUNCHED SELF-CARE FOR SMALL & MEDIUM BUSINESSES (SMB)
2008–2010 LAUNCHED SERVICE & WORKFLOW MANAGEMENT
FOR PROACTIVE SERVICE & SELF-SERVICE EXTENSIONS
2010–2012 INTRODUCING NEXT PHASE OF PROACTIVE / PRE-EMPTIVE SERVICE USING ANALYTICS
2012–ONWARDS
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
CONNECTED HOME
HOME DEVICE DATA
BUSINESS LOGIC
OR PROCESS
REAL-TIME ANALYTICS
SERVICE MANAGEMENT
HOME DEVICE MANAGEMENT
BT.COM
ADVISOR
DESKTOP HELP
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WWW.ALCATEL-LUCENT.COM
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WIRELINE AND WIRELESS ACCESS
AGGREGATION AND BACKHAUL
CONVERGED EDGE AND CORE
IP COMMS NETWORK ANALYTICS
POLICY AND DATA CHARGING
CUSTOMER CARE
INTERNET USERS DEVICES APPLICATIONS