platform transformation gforce service provider summit guillaume calot, business director emea,...
TRANSCRIPT
Platform transformation
GForce Service Provider SummitGuillaume Calot, Business director EMEA, Genesys
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Revenues• Network• Hosted• SaaS
TCO & assets
•SDE, OSS, BSS
•Network, premise
•Cloud / Data Centers
Carrier-grade
• Scalability• Reliability• Interrop
Business•Multichannel•Virtualizatio
n•Speed to
market
Telco architecture under pressure!
but legacy technologies chain up IT services• Voice-centric• Too many servers, middlewares &
licenses• Lack of interoperability• Siloed operations• Expensive and slow evolutions
Change is required!
and users & customers are left behind…
• Heterogeneous experience across devices and locations
• Limited workforce virtualization• No consolidated customer view & SLA control• No business context, no unified presence• No native multimedia support• Poor multi-channel customer service
CLOSING - LIMBIC SLIDEProgress is impossible without change, and those who cannot change their minds cannot change anything.
George Bernard Shaw
IP transformation levels
Conversation
Standardization
Centralization
Cloudization
Disparateplatforms &applications
Disparateplatforms &applications
Conversation
Centralization
Cloudization
IP transformation levels
Standardization
PBX
TDM
From IP telephony…
PBXMGW
TDMTDM
MGW
IP
IP-PBX IP-PBX
MGW
IP MGW IPMGW
MGW
IP
Genesys
Central Site Remote Site
SCPPSTN
… to SIP Server
IP MGW IPMGW
IP
Genesys
SIP SIPMGW SIP
SIPMGWSBC
Genesys
IP-PBX
Central Site Remote Site
SCP
NGN
IVRRecorder Outbound Conference
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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SIP components
SIP Server• Session Manager• Softswitch• TServer• PBX services
Media Server• Universal media services• Voice & Video HD• DTMF, ASR/TTS integ
SIP Ecosystem• Endpoints• Media Gateways• SBC• Recorders, MCUs
• 15k agents/serv• 100 caps/serv• 1+1 HA, DR• TLS/SRTP
• 2,500 ports /serv• N+M HA• MSML, Netann
• IP-PBX• Softswitch• IMS• UC (Lync)
• 300k seats WW• 500 customers WW• 25+ EMEA telcos
• Parking & Qualif• Recording / QM• Agent services• Voicemail• GVP…
• SIP Select program• AudioCodes• Polycom• Counterpath
• On-demand valid
SIP standardization benefits
Revenues
• SIP trunking• Network
services: IVR, routing…
• Hosted solutions
TCO & assets
• Consolidation• Commoditized
hardware• Maintenance• Deployment• Migration
Carrier grade
• 5*9s• Encryption• Scalability• Billing / SDE• Interoperability
Business
• Voice, video, IM
• Outsourcers• Remote offices• Homes offices
Disparateplatforms &applications
Conversation
Standardization
Cloudization
IP transformation levels
Centralization
IP Centralization
IP
Genesys
SIP SIPMGW SIP
SIPMGW
SBC
App 1 App 3App 2
Server, OS, DB Server, OS, DBServer, OS, DB
Data Center
Central Site Remote Site
SCP
NGN
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Data Center integration
Virtualization & OS• Multi-OS & WAS:
windows, Linux, Unixs
Storage & DBMS• Multi-DB: Oracle,
MSQL, Sybase…
Reliability• High-availability• Hot, parallel, N+M…
Security• Flow encryption: TLS• Log encryption
• VMWare FULL support• Citrix, including VoIP
• Open software: Postgre
• Disaster Recovery• Proven 5*9s
• Client+Server port ctrl• PCI compliance (roadmap)
• Live references
• Cassandra RT database
• Standard firewalling• SBC support
IP Centralization benefits
Revenues
• SaaS & hosted enablement
TCO & assets
• Streamlined Data Center
• Hosted Provider Edition
Carrier grade
• Global Scalability
• Common Security
• WAN integration
Business
• Speed to market
• Service from anywhere
• Resources virtualization
Disparateplatforms &applications
Standardization
Centralization
Cloudization
IP transformation levels
Conversation
Central Site Remote Site
SCP
NGN
Data Center
Genesys 8: the conversation challenge
IP
SIP SIPMGW SIP
SIPMGW
SBC
Voice
web
SMS
IM
Video
Task
CO
NV
ER
SATIO
N
App 1 App 3App 2
SCP
NGN
2/3G Internet
CONTEXT & PROCESSESBI Process CRM OSSBilling BSS
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Conversation layers
IP
SIP SIPMGW SIP
SIPMGWSBC
Voix
web
SMS
IM
vidéo
tache
CO
NV
ER
SATIO
N
Data Center
App 1 App 3App 2
VoIP
App 1 App 3App 2
SIP non-real timeSIP
Session layer
Mgt & SDK Mgt & SDKMgt & SDK UI 2 UI 3UI 1 Process 2 Process 3Process 1Service Abstraction layer
Business Process layer
Framework & SOA layer
SCP
NGN
2/3G Internet
User interface layer
CONTEXT & PROCESSESBI Process CRM OSSBilling BSS
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Conversation componentsService Abstraction layer: Orchestration Server• Session & media abstraction• Persistent routing rules
Business Process layer: Conversation manager• Context Services• Rules System
User interface layer: Administrator extension• Web 2.0• Role-based portal
SOA layer: Mobile engagement• Call-back• Location, context
SOA layer: UC-Connect• UC Client integration• Presence, context, call control
• Open API & IDE: REST, SOAP, Eclipse • Open web architectureSC-XML, V-XML, CC-XML
• Rules development• Rules Authoring
• Media mgt• Routing mgt• Agent mgt
Open SDK:• HTML5, Java, iOS
• MS OCS, Lync• IBM Sametime
Genesys 8!
Conversation benefits
Revenues
• SaaS enablement
• Mobile services
TCO & assets
• Smooth migration (GVP, URS)
• Non-disruptive
Carrier grade
• Integrated apps (ex: UCaaS + CC)
• SDE• No footprint
Business
• Multimedia conversation
• Delegation to business
Disparateplatforms &applications
Conversation
Standardization
Centralization
IP transformation levels
Cloudization
Genesys within IN, NGN & IMS architecture
Transport layer
Session Control layer
Application layer
OSS-BSS layer
CSCF SGW
SSP
SCP
MGWPBX
BGCF
IP
MRF
HSS
OSSBilling BSS
SIP Server
IVR
Genesys Assisted servicesSelf services
(*) Roadmap
ISCSh* Mr
Ro/Rf
SRP
NTS
Genspec
TServer
CTI
Smooth migration
Cloudization benefits
Revenues
• SaaS• New services• Bundles
TCO & assets
• Consolidation• Simplification• Migration• Operations
Carrier grade
• Multi-tenant• Resilient
networks• Billing• SDE
Business
• Speed to market
• Multimedia• Virtualization
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Key takeaways
IP transformation happens at multiple levels Each level drives benefits, but the overall consistency is critical IMS is the ultimate convergence level, but many intermediate
steps are possible – or necessary Genesys can adapt to all transformation strategies - now The support of infrastructure vendors is a critical success factor Next speakers: