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IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS FUNCTIONALITY REQUIREMENTS
Rolm Briefing
September 30, 1994
IBM TELE-INFRASTRUCTURE
BSH/IBM Proprietary—Use Pursuant to InstructionsBronner Slosberg Humphrey
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• Review current IBM/Bronner Slosberg Humphrey (BSH) tele-infrastructure assignment
• Describe telecommunications requirements to support proposed tele-utility model for IBM
• Achieve participation by Rolm as a preferred Solution Component provider
– Review telecommunications requirements
– Respond to an RFC/RFI/RFP process
– Participate in the preparation of functional and feasibility specifications
Play a key role in the preparation and execution of high-level telecommunications architectural design and implementation
INTRODUCTION PURPOSE AND OBJECTIVE
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• IBM/BSH Assignment
• Current IBM Tele-Infrastructure
• Proposed IBM Tele-Infrastructure
• Telecommunications Requirements
• Proposed Next Steps
INTRODUCTION
BRIEFING AGENDA
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BSH
• Vince Ficcaglia, Vice President, Director Business Process Management, Project Director
• Len Dorrian, Director, Telecommunications
• Richard Lynes, Vice President, Chief Technology Officer
• Wendy Roberts, Director, Electronic Strategy and Services
IBM
• Jim McDuffie, Program Manager, Networking Systems
INTRODUCTION
IBM/BSH ATTENDEES
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Direct Marketing agency and Consultancy in Boston; over 400 employees
10 Fortune 500 Clients
INTRODUCTION
BSH PROFILE
Assist clients to maximize the value of their customer base and the return on their customer
base investments
Bronner Slosberg Humphrey Core Competencies
1. Process Design and Management2. Investment Strategy Development3. Direct Marketing Program Design4. Efficient Execution5. Continuous Improvement focus
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INTRODUCTION
BSH PROFILE
Client Relationship Focus
• Steady, organic growth from a base of select client relationships
• Only Ten Clients– American Express – House of Seagram – The Quaker
Oats Co.
– AT&T – IBM – Walt Disney Company
– Federal Express – L.L.Bean
– Fidelity – Mobil
• Scale relationships focused on improving the value of customer base
Investment Objectivity• Fee for Service Compensation
• Independent
Marketing Investment Mgmt Capability
• Focus on building and integrating the core marketing investment management capabilities
– Investment Strategy – Information Technology – Teleservices
– Research & Analysis – Process Design – Creative
– Database Design/Mgmt. – Infrastructure Optimization – Media
Investment Mgmt Processes and Tools• Emphasis on developing proprietary investment management disciplines
(e.g., Behavior Optimization Process, Yield Loss Analysis)
Results Orientation • Focus on measurable return on investments
Operational Efficiency• Emphasis on integration of agency/client executional processes to minimize
combined costs
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INTRODUCTION
BSH PROFILE
Strong teleservice competency; over 60 professionals
• Global tele-infrastructure assessment• Call center design and implementation• Global
Teleservices Infrastructure
IBM/BSH Assignment
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In the 4th quarter of 1993, IBM’s Chairman issued a corporate mandate to create a world-wide customer responsive teleservices capability that is strategically integrated across all divisions in order to:
• Mitigate current high levels of customer dissatisfaction
• Optimize service delivery to IBM customers
• Leverage the teleservices capability to maximize return on investment
• Increase IBM share of potential customer value
• Deploy the teleservices channel as a strategic competitive advantage
IBM/BSH ASSIGNMENT
CORPORATE MANDATE
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Working under the executive sponsorship of Abby Kohnstamm, VP Corporate Marketing, a joint IBM/BSH effort was launched to aggressively
IBM/BSH ASSIGNMENT
JOINT IBM/BSH MANDATE RESPONSE
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IBM/BSH ASSIGNMENT
MANDATE SCOPE
Comprehensive View of the IBM Tele-Infrastructure
• All Business Units
• Inbound/Outbound
• Marketing, Sales, Service, and Support Functions
• 800/900/Main-Line Numbers
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In July 1994, a review of the tele-infrastructure assessment was provided to the Worldwide Management Council at IBM
• Infrastructure Overview
• Competitive Benchmarking
• Gaps and Opportunities
Current State
Ideal Model• Key Attributes
• Infrastructure Architecture
Workplan • Critical Success
IBM/BSH ASSIGNMENT
WORLDWIDE MANAGEMENT COUNCIL REVIEW
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The size and cost of the current tele-infrastructure is significant
• At least 153 functional tele-utilities
• Over 1,953 distinct 800 numbers
• 750 million call minutes annually
• Estimated $2.8 - $3.0 billion annual investment
Infrastructure Dimensions
CURRENT STATE
SIZE AND COST
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IBM tele-operations have a strong functional orientation and are heavily concentrated in the Eastern United States
CURRENT STATE
MULTIPLE LOCATIONS/FUNCTIONAL ORIENTATION
Availability Centers
Benefits Centers
Canadian Sites
CritSit
CSO
ICC
IBM Direct
IISC
IMI Centers
NTSS Access
Manufacturing
PC Company
RICCs
Techline
25
18
3
9
17
7
1
1
10
4
29
5
21
3
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The site assessment process encompassed all aspects of a call center business environment
CURRENT STATE
ASSESSMENT SCOPE
New Technologies
Telephony Systems
Integrated Customer Database
BusinessOperations
Customer Access
Teleservices Communication
Channels
Call QualityCapacity Planning/
Workforce Optimization
Scripting/Messaging Training
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• It is difficult for customers to do business with IBM through the current tele-infrastructure
• IBM is operating with an inefficient infrastructure
The lack of basic call center telecommunications functionality has created a barrier between customers and IBM resources, resulting in extended queue times, increased abandonment
CURRENT STATE
KEY FINDINGS
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CURRENT STATE
KEY FINDINGS
35.2%
10.1%
9.4%
8.2%
6.7%
6.7%
5.5%
3.2%
2.3%
1.3%
6.7%
Power Failure
Power Surge or Spike
Storm Damage
Fire or Explosion
Hardware Error
Flood and Water Damage
Earthquake
Human Error
HVAC Failure
Employee Sabotage
Other*
1.5%Software Error
3.2%Network Outage
• Effective disaster recovery and back-up plans are not in place to support customer requirements in the event of a natural, infrastructure, or operational disaster
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CURRENT STATE
KEY FINDINGS
AWD
AAS
Dealer Locator
OS/2
ADL
IMI
TFMS
Gems
COS
PC Outlet
CRIS
JD Edwards
ECHO
Retain
Announce
Prodigy
DMS
CBR Ex.
Systems/Databases
Tele-Infrastructure
Tele-InfrastructureCustomerCustomer
DecisionSupportSystem
DecisionSupportSystem
MarketInvestmentAllocation
MarketInvestmentAllocation
• Database and systems environments are formidable barriers
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CURRENT STATE
KEY FINDINGS
SalesSales ServiceService
InboundInbound OutboundOutbound
HardwareHardware SoftwareSoftware
Lead Generationand QualificationLead Generationand Qualification
SalesClosureSales
Closure
RegionalRegional NationalNational
• A strong functional orientation has created barriers against delivering quality customer support
Proposed Model
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PROPOSED MODEL
• Infrastructure Overview
• Competitive Benchmarking
• Gaps and Opportunities
Current State
Proposed Model
• Key Attributes
• Infrastructure Architecture
Workplan • Critical Success
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Key Tele-Infrastructure Attributes
• Facilitate customer access to IBM
• Deliver qualified resources to meet customer needs, regardless of location
• Enable information access via transfer across geographic and cross-functional environments
• Capture, retain and leverage customer information
• Provide cross-functional capabilities
• Support consistent and high quality customer service
• Provide international coverage
• Facilitate “high touch” quotient
PROPOSED MODEL
KEY ATTRIBUTES
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Operational Features
• Expedient and effective customer access to the appropriate IBM resources regardless of location
• Multiple means of customer interaction with IBM (e.g., telephone, on-line services, interactive television, and other interactive tele-based channels)
• Virtual call centers linked by high performance computing and automation processes and high-speed networking capability
• Complete voice/data/image/video transfer across geographic and cross-functional environments independent of caller and servicing resource location
• Uniform system of processes interconnected and interoperating across IBM, with attendant lower costs for back-up
• Processes performed at a discrete center have mirror processes at one or more other centers
• Standardized support levels to ensure consistent and high-quality customer service
• Use of new and emerging technologies to meet customer needs, leveraging the associated lower cost
PROPOSED MODEL
OPERATIONAL FEATURES
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The tele-infrastructure must be flexible enough to support multiple means of customer interaction with IBM
Interactive TVOn-LineTelephone
Customer
Interactive Electronic
Environment
PROPOSED MODEL
CUSTOMER INTERACTION
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The proposed infrastructure model requires a solid foundation of telecommunications and information systems functionality
• The communications network must support network-level call load management and intelligent-based routing, as well as distribute information and applications across call centers
• The communications network will rely upon a robust, fully-integrated customer database and set of user applications to identify and support customers and execute real-time voice and data transfers among call centers
• A functionally-rich communications network is required to support network-level call load management and intelligent-based routing, as well as distribute information and applications across call centers
• This communications network relies upon a robust and fully-integrated customer database and set of user applications to identify and support customers and execute real-time voice and data transfers among call centers
PROPOSED MODEL
SOLID FOUNDATION
Virtual Call Centers
ITVOn-LineFaxPhone
Data Repository
Communications Networks
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The proposed infrastructure model will support a virtual calling environment
Center A
Center B
Center C
Center D
PROPOSED MODEL
VIRTUAL CALL CENTERS
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Call centers within the model will provide a full range of capabilities to support customer requirements
• Fully integrated ACD and predictive dialers provide efficient inbound and outbound capabilities
• Full computer-telephony integration enables real-time voice/data/video/image transfer of customer calls and information
• On-site training facilities provide continuous improvement of agent skill sets and customer support
Intelligent Call
Routing
(ACD)
Team 3
Team 2
Team 1
Dialer Training Facility
PROPOSED MODEL
CALL CENTER CAPABILITIES
Data Repository
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Call center support options will enable agents to access a broad range of tools and other resources to enhance overall productivity
PROPOSED MODEL
CALL CENTER SUPPORT OPTIONS
• Cross-functionally trained
• Defined career path
• Empowered
• Mobile
• Direct measures of quality
• Customer focused
Agents
• Differential investment
• Inbound/outbound capability
• Cross-functional paradigm
Teams
• Customer profile/needs assessment tool
• Vulnerability model
• Advanced imaging
• Competitive analysis
• Contact history integration
Intelligent Work Station
• Increased span of control
• Focus on coaching/skills development
• Voice/data monitoring responsibilities
• Customer satisfaction criteria
Management
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The model directly links customers with appropriate functional resources
PROPOSED MODEL
OPERATIONAL FUNCTIONALITY
PC AS/400RISC 6000
PSPEnterprise
SystemSoftware Etc.
Help Centers CE Dispatch
Customer Support Centers
Transaction Processing
Organization
Account Management
Direct MarketingIBM Credit
Corporation
1 800 IBM-YYYY 1 800 IBM-YYYY
1 800 IBM-XXXX
Benefits Center
1 800 IBM-ZZZZ
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Successful implementation of the revised tele-infrastructure model is based on several critical factors
PROPOSED MODEL
CRITICAL FACTORS
• Fully linked call centers
• Integrated telephony and information systems
• World-wide coverage with disaster recovery/interoperability
• Shared customer information
Infrastructure
• Standardized processes
• Clear mission and metrics
• Coordinated outsourced telemarketing vendor contracts
• Requisite MIS
• Fully leveraged technology
Operationalize
Current Workplan
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An aggressive workplan has been developed to implement the ideal tele-infrastructure across North America and begin global roll-out
CURRENT WORKPLAN
1Q 2Q 3Q 4Q 1Q 2Q1Q 2Q 3Q 4Q1Q 2Q
1994 1995 1996 1997
Define Architecture Requirements
Continue Blocking and Tackling (Call Center Optimization)
Complete Infrastructure Analysis
Refine Infrastructure Model
Develop Migration Plan
Build Telecommunicationsand Information Systems Foundation
Begin Worldwide SiteAssessment Program
Execute Call CenterConsolidation
Initiate End-State Site Development
CompleteEnd-State Integration
Telecommunications Requirements
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TELECOMMUNICATIONS REQUIREMENTS
REQUIREMENTS OVERVIEW
• High level excerpts from the more detailed Statement of Telecommunications Functionality /Capabilities Requirements document
• First pass living documents
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Teleservices
• Includes all core telecommunications capabilities necessary to support a fully integrated tele-infrastructure
• Excludes requirements for customer database/information systems and systems-based user applications
TELECOMMUNICATIONS REQUIREMENTS
REQUIREMENTS SCOPE
Telecommunications
Database Applications
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• Distributed data sources
• Customized and automated treatments
• Virtual environments
• Adapts to new technologies and communications
• Multiple communications environments
Develop Infrastructure
to Support
TELECOMMUNICATIONS REQUIREMENTS
INFRASTRUCTURE ENVIRONMENT OUTLOOK
Federal, State, Local
Gov’t
10 MillionBusinesses
Consumers93 Million
Households
Screen Phone
Telephone
On-line
PDA
Interactive TV
Kiosks/ATM
IVR
Agent
Smart Cards
I pledge a billion to the flag, of the right wing government of El Salvador. And to the death squads for which it stands, one nation underfed, indefensible, with M-16’s and howitzers for all... I pledge a billion to the flag, of the right wing government of El Salvador. And to the death squads for which it stands, one nation underfed, indefensible, with M-16’s and howitzers for all...
Marketing
Inventory
Customer
Profiles
Transactions
CustomersWill
Choose
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The tele-infrastructure requirements support six key concepts
Four Integrated
TELECOMMUNICATIONS REQUIREMENTS
SIX KEY CONCEPTS
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TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 1 - FOUR INTEGRATED LEVELS
The telecommunications requirements will be serviced at Four Integrated Levels
Each level will respond to requirements driven by other levels
WAN
Site
LAN
Desktop
Long distance transmission and service vendors
IBM facilities and equipment
Data and telecommunications networks at local facilities
Capabilities and services at the agent’s direct disposal
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The Network Centric and Location Centric views are complimentary in nature
Network Centric provides a broad based approach to resource management
Processes, key capabilities and control are managed at the WAN level, extending down to the various sites, LANs and finally the desktops
TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 2 - NETWORK CENTRIC VIEW
Call Center
Call Center
Caller
Call Center
Location Centric View
Network
Call Center
Caller
Call Center Call Center
Network Centric View
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TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 3 - CALLER NEEDS BASED RESOURCE MATCH
At the network level, customer calls are routed to appropriate resources based on a three- dimensional assessment approach
Segmentation and processing are “matched” with resource profiles to execute an optimized system approach
The network level takes an aggregate view of resources and needs to make an knowledge based decision
Segmentation&
Processing
Who
What
Why
Business Knowledge
Product Type
Expertise
OptimizedSystem
Matching
AvailabilityIncoming Call/Interaction
ANI, IVR, etc.
IVR
Data Base
Level
Grade
Type Resource Profile
Network Level
1
2
3
1
2
3
Site, LAN, DesktopSite, LAN, Desktop
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Various processes are replicated at multiple sites operating as single logical processes
Process standards and resources are consistent and integrated
TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 4 - DISTRIBUTED OPERATIONAL PROCESSES
OP1 OP2 OP3 OPnOP4 . . . . .
Site 1
Site 2
Site 3
Site 4
Site X
.
.
.
.
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Operational Processes (OP)
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Today, communications with customers are predominantly single media (voice) and single medium (telephone)
The tele-utility will increasingly become one of multi-media (integrated voice, video, data and image) communicated in a multi-medium environment (integrated vehicles of telephone, on-line, interactive TV, screen phones, smart cards, etc.)
TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 5 - MULTI-MEDIA CONTENT/MULTI-MEDIUM ENVIRONMENT
Customer
IBM
On Line
Telephone
Interactive TV
Screen Phone
Smart Cards
• Voice• Video• Data• Image
• Voice• Video• Data• Image
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TELECOMMUNICATIONS REQUIREMENTS
CONCEPT 6 - VIRTUAL SALES/SERVICE TEAM
Leverages the most appropriate resources in crucial steps of every call – instantly and with little effort
Resources step in quickly, automatically and without barriers of location or function to provide added value
Location 1
Location 2
Location 3Customer
Conference in appropriate additional resources
MarketingCustomer Service
Technical Support
Management Manufacturing
Sales
MarketingTechnical Support
ManagementManufacturing
Sales
MarketingTechnical Support
ManagementManufacturing
Sales
Customer Service
Customer Service
Agent
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The requisite telecommunications capability and functionality have been grouped into five categories, with dependent and enabling relationships both within and across categories
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
TELECOMMUNICATIONS REQUIREMENTS
FIVE REQUIREMENTS CATEGORIES
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Customer Segmentation
Determines:
• Who a customer is and why a customer is initiating a call
• Based on who a customer is, how a call should be processed
• When, how, and why the system initiates contact with a customer
TELECOMMUNICATIONS REQUIREMENTS
CUSTOMER SEGMENTATION CATEGORY
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
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Customer Segmentation
TELECOMMUNICATIONS REQUIREMENTS
CUSTOMER SEGMENTATION REQUIREMENTS
Call Receipt Recognition &
Processing
Dynamic Call Segmentation
Call Abandonment Treatment
Call Back Treatment
Proactive Customer Contact
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Customer Treatment
• Enables customer service on a call-by-call basis
• Integrates the unique identity of a customer, purpose of contact, current assessment, and real-time assignment of appropriate system-wide resources
• Presents a single image to the caller
TELECOMMUNICATIONS REQUIREMENTS
CUSTOMER TREATMENT CATEGORY
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
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Customer Treatment
TELECOMMUNICATIONS REQUIREMENTS
CUSTOMER TREATMENT REQUIREMENTS
Network Managed Routing
Network Signal Point Control
Direction
Remote Access Customer Facilities
ESSD
Variable Medium Communications
Channels
Next “Best” Available Resource
Real-Time Resource
Assessment
Enroute Call Treatment
Call Queueing Treatment
Logical Skill Sets
Multilingual Services
Borderless boxes indicate requirements in other groupings
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Management Process and Control
The ability to monitor, measure, assess, and allocate system-wide resources in response to changing conditions and events. This includes the following:
TELECOMMUNICATIONS REQUIREMENTS
MANAGEMENT PROCESS AND CONTROL CATEGORY
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
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Management Process and Control
TELECOMMUNICATIONS REQUIREMENTS
MANAGEMENT PROCESS AND CONTROL REQUIREMENTS
Network Signal Point Control
Direction
System Function Management and
Control
Real-Time Resource
Assessment
Logical Skill Sets
Connectivity Reallocation/
Reconstitution
Call TraceMonitoring by Operational
Process
Automatic Call Wrap-Up
Borderless boxes indicate requirements in other groupings
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Networking
• Hybrid “Virtual Private Network”
• Incorporates technology to support distributed, workflow, and collaborative work group computing environments
• Client/Server, On-Line Transaction Processing (OLTP), and replication strategies must be supported by Network Centric requirements
TELECOMMUNICATIONS REQUIREMENTS
NETWORKING CATEGORY
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
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TELECOMMUNICATIONS REQUIREMENTS
NETWORKING REQUIREMENTS
Network System Management
Compression Technologies
SecurityKerberos
Auto-matic Trouble Ticket
Generation
Network Service and
Event Scheduling
Traffic Routing and Load Balancing
User Profile Maintenance
MIB
SNMP Agents For Device
Configuration & Proxy Agents
Inter and intra network control
Multiple Topology Mapping
Collaboration Computing
EnvironmentsDSOM-SOM
Corba
Directory ServiceX.500
Electronic Forms and Interactive Fax
ServicesMail Gateways
Electronic Document
Interchange (EDI) Services
X.12 & X.435
Middleware messaging architecture with embedded OLTP services
Message queuing
Network Persistence Support for Compound Complex Data Types (Multimedia)
Open Doc
Bandwith on DemandSMDS
Multiple Platform Support
Frame Relay Data Service (FRDS)
Asynchronous Transfer Mode (ATM)
Networks: TCP/IP, IPX, LU6.2, NetBIOS, Appletalk, DLC
Distributed Applications
PIPES Platform API
PIPES Platform Message-Based Communication Infrastructure
Message-Queuing
Transaction Management
Remote Procedure
Call
Event Management
and Other Services
DCE and Other
Distributed Services
Distributed Computing Environment
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Networking Requirements
TELECOMMUNICATIONS REQUIREMENTS
NETWORKING REQUIREMENTS
Multimedia Conferencing
One-Way/Two-Way Media Conversion
SecurityRemote
Resource Connectivity
Application Programming Interface (API)
MessagingConcurrent
Mutual Transfer
Programmed/Scheduled
DeliveryESSD
Computer Telephony Integration
Borderless boxes indicate requirements in other groupings
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VIRTUAL PRIVATE NETWORKCOLLAPSED FIBER BACKBONE TOPOLOGY
HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS
FIRE WALL
Commercial “IT” Corporate Users
FIRE WALL
Vendor/SupplierOEM’sInformationProviders&VAN’S
T1 - E1
Consumer/Homeuser
FIRE WALL
Video/Voice Server
Video/Voice Server
Application Server
Application Server
Interactive Fax ServerInteractive Fax Server
EDI ServerEDI Server
INFOPUMP Server
INFOPUMP Server
Mail Gateway Server
Mail Gateway Server
IVRIVR Content Server
Content Server
Replication Server
Replication Server
INFOPUMP Database Interfaces
INFOPUMP Database Interfaces
Message GatewayMessage Gateway
Remote9.6 - 28.8kbs
T1 - T3
Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions
Speech Recognition AppsVoice Apps
Voice Mail/Auto AttendantVoice Response SystemsAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions
Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification
Fax Apps
TELECOMMUNICATIONS REQUIREMENTS
VIRTUAL PRIVATE NETWORK
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TELECOMMUNICATIONS REQUIREMENTS
NETWORKING REQUIREMENTS
Electronic Commerce
InteractiveSystems
Telecommunication
Media/Advertising
Database & InformationMarketing
TeleservicesCommunications
Services
MarketingServicesCustomer Tracking &
Usage MeteringOn-line Services
PurchaseAdvisoryServices
EvolvingElectronic
Environments
SatisfactionMeasurement
Evolving Electronic Environment Applications
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TELECOMMUNICATIONS REQUIREMENTS
NETWORKING REQUIREMENTS
Electronic Commerce
InteractiveSystems
Telecommunication
Media/Advertising
Database & InformationMarketing
TeleservicesCommunications
Services
MarketingServicesCustomer Tracking &
Usage MeteringOn-line Services
PurchaseAdvisoryServices
EvolvingElectronic
Environments
SatisfactionMeasurement
Commercial “IT” Corporate Users
Interactive Fax ServerInteractive Fax Server
FIRE WALL
FIRE
WALL
Vendor/SupplierOEM’sInformationProviders&VAN’S
T1T3
Consumer/Homeuser
T1 - T3
EDI ServerEDI Server
INFOPUMP Server
INFOPUMP Server
INFOPUMP Database Interfaces
INFOPUMP Database Interfaces
Mail Gateway Server
Mail Gateway Server
Content Server
Content Server
Replication Server
Replication Server
Remote9.6 - 28.8kbs
Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification
Fax Apps
Video/Voice Server
Video/Voice Server
IVRIVR Application Server
Application Server
Message GatewayMessage Gateway
Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions
Speech Recognition AppsVoice Mail/Auto AttendantVoice Response SystemsAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions
Voice Apps
FIRE
WALL
Convergence of Network and Applications
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ApplicationsElectronic forms, Intelligent Call Routing, Resource Scheduling,
Shared Customer Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways
AIX, OS/2, VMS, MVS, UNIX, Windows NT, Netware, Tiger, TaligentOperation System and Transport Services
SNA, TCP, APPC, IPX, LU/6.2, Others
ThreadsSockets
Other Distributed ServicesDCE–DSOM–SOM–Others
Distributed File ServicesTiger, Taligent, NFS
TimeDirectory/File
Synchronization
NamingX.500
Other Fundamental Services (Future)
Electronic Commerce
API’sPC Integration
CTI–Client AgentSecurityKerberosDistributedKey Encryption• Authorization• Authentication• Notification
ManagementNet View• Configuration• Trouble Tickets• EDS• Lic. Mgt.• Asset Mgt.• Change Mgt.
OSF DCE MODEL
MOM (Message Oriented Middleware)Remote Procedure Call and Presentation Services with TP Monitor
Supports Multiple ProtocolsPipes, MQ (Message–Queueing), Object Request Broke (ORB) APPC
TELECOMMUNICATIONS REQUIREMENTS
NETWORKING REQUIREMENTS
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Systems Integration
• The telecom network supporting the proposed tele-utility will be composed of various “Solution Components”
• The integration of these systems is required to provide the total telecom architecture
• The integration will provide transparent customer access, uniform agent operation, and seamless systems functionality
TELECOMMUNICATIONS REQUIREMENTS
SYSTEMS INTEGRATION CATEGORY
Customer Segmentation
Customer Treatment
Management Process/
Control
Networking
SystemsIntegration
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Systems Integration Requirements
TELECOMMUNICATIONS REQUIREMENTS
SYSTEMS INTEGRATION REQUIREMENTS
Computer Telephony Integration
Network Distributed Switching
Remote Access Customer Facilities
Dynamic Bandwidth Capacity
Electronic Software & Service
Distribution
Medium Integration
Application Programming Interface (API)
SecurityDistributed
Client Server Topology
Concurrent Mutual Transfer
Variable Site Termination
MethodologiesMessaging
Borderless boxes indicate requirements in other groupings
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TelephoneSwitch
PBS, or ACD, or PC-Based
Switch
PBX Extension LAN
Telephony Server
PBX File Server Interface Card or Special Port
First SCSA Server
Computer Telephony Processing Cards
OAI Link
Telco Central Office
Switch Interface Card
PBX Extensions
SC Bus
C.O. Trucks
SecondSCSA Server
LAN
File Server
Database Server
SCX Bus
Computer Telephony Integration
TELECOMMUNICATIONS REQUIREMENTS
SYSTEMS INTEGRATION REQUIREMENTS
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Physical Network
SNAAPPN
Common Transport Semantics
Presentation Services
Data Access Services
Applications and Development Tools
Application Services
TCP/IP OSI NETBIOSIPX
Object Mgmt. Services
Multimedia
Print/View
User Interface
Database
Files
Transaction Monitor
Workflow Manager
Communication ServicesRemote
Procedure Call
Messaging and
Queuing
Conver-sational Model
Communication ServicesSecurity
Object Manager
Transaction Manager
Directory
Time
WAN Channel EmergingLAN
INTEGRATION ARCHITECTURE
TELECOMMUNICATIONS REQUIREMENTS
SYSTEMS INTEGRATION ARCHITECTURE
Next Steps
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To move forward most effectively, we will undertake four major steps which will ensure the requisite telecommunications foundation to support overall implementation of the proposed IBM tele-utility. These four steps are scheduled for completion by year end, 1994.
Functional Specification
Process
– Site visit(s)– Answer RFC (Telecom
Requirements)– Presentation of present
and planned offerings– Answer RFI
NEXT STEPS
FOUR MAJOR STEPS
Four Major Steps
Feasibility Assessment
Process
– Answer RFP– Feasibility study
Solution Component Planning Process
– Answer round 2 RFI/RFP
– Answer build-to specifications
High-Level Architecture Design
Process
– Detailed development plan
– Component specification plan
– Detailed integration plan– Implementation plan
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NEXT STEPS
IMMEDIATE ACTIONS
Immediate Next Steps for Rolm’s consideration:
• Designation of a primary resource leading the Rolm team for this effort
• Meeting(s) of IBM/BSH/Rolm team to review:
– Telecommunications requirements
– Response to RFC
– Current product and service offerings
– Development plans