driving business with next generation intelligent networks Your business technologists. Powering progress

Transcription

1 driving business with next generation intelligent networks Your business technologists. Powering progress

2 Next generation intelligent networks Atos has developed an advanced Next Generation Intelligent Networks (NGIN) product that pushes the envelope of technology in order to provide innovative telephony Centrex services that allow service providers to expand business into new segments, lock customers in, upsell new services, and become an innovator in the market. This document explains: What the NGIN means for users the convergent user concept. What the NGIN means for Service Providers. How the NGIN supports all of the business models a Service Provider would want to launch on the market, Enterprise and Residential. How the NGIN supports business models for both developed and emerging markets. How the large suite of NGIN services can be combined into a variety of market offerings. Key technological capabilities of the NGIN. Benefits for the Telco. Why Atos? Proven technology Huge suite of off-the-shelf services Flexibility to support the following business models: FMS and FMC Developed as well as emerging markets Enterprise and residential Prepaid or postpaid Mobile or Mobile+IP Strong mix of telco business, technology, telco networks, and system integration skills. 2 Next Generation Intelligent Networks

3 Ngin for the subscriber The NGIN concept has many possible definitions in terms of technologies and functionalities. But, the most important aspect should be what the NGIN means to a subscriber, and for a subscriber, the definition of NGIN can be summed up as a new service concept where: Services are independent of the devices used by the subscriber. Subscribers are not limited to only one service or specific combinations of a couple of services, but rather subscribers can have many services at the same time and in a consistent way, including rich, blended services. Subscribers can control their usage (prepaid, postpaid, or cost control modes) without losing functionality. This idea is best illustrated by comparing a traditional service concept with the NGIN service concept. What is a convergent user? The convergent user concept links devices together and has features like: One service, multiple numbers Unified experience Dual or sequential ringing Aggregated presence One voic box One bill Next Generation Intelligent Networks 3

4 Traditional service concept In a traditional service concept the services are linked to a device and network. For example: A mobile phone may have services such as prepaid, Home-office Zone, TwinSim, and Voic , as well as supplementary services provided by the GSM network. A POTS phone may have CLIP, CLIR, CW, CH, Call Restrictions, and Voic (but with a different voice mailbox from the GSM phone) and other supplementary services. An IP desk phone may have Centrex services such as Voic , Audio Conferencing, Virtual Call Center or a Switchboard. However, even when the same services are available in different devices or networks, the behavior of the services is usually quite different and therefore the user experience is bad (or at least could be improved) and not unified. A quintessential example is having a different voice mailbox for each device. CF Short Codes CH Switch- Barring Fixed SIP IMS PABX SIP AS Callback board Voice Mail Audio Conf Mobile GSM GSM IN Prepaid Short Codes HOZ CF, CH, CW Twin SIM CLIP CLIR Prepay Voice Mail 4 Next Generation Intelligent Networks

5 NGIN service concept In an NGIN service concept, the services are independent of the devices. In other words, a subscriber can sign up for services without worrying about which devices can support the service. With the NGIN service concept, convergence becomes a reality: All devices have the same services available. The user experience is consistent across all devices. Any device (one or more mobiles, SIP phones or PABX extensions) can be used transparently, and even more, devices can be swapped during a call (e.g., call toggle). A subscription can be associated with multiple numbers (e.g., mobile, geographic, and nomadic numbers). All user devices can be addressed by any of the numbers that are associated with the subscription. All user devices ring simultaneously or sequentially. The same profile applies to all devices in terms of call restrictions/barring and supplementary services (CLIP, CLIR, CB, CF, CH, CT, CW). Location, presence, and call status information about all devices (mobile and fixed) is available. In this advanced presence concept, the status of the devices is aggregated to avoid situations where, for example, a desk phone rings when an associated mobile phone is engaged. All user devices belong to one subscription so that they can all be unified in one bill. CLIP IMS NGIN VPN Short Codes Barring HOZ Switchboard Mgr Sec CLIR RBWF Absent Reason Voice Mail CF, CH, CW Audio Conf Twin SIM Hunt Group Prepay GSM Next Generation Intelligent Networks 5

6 Ngin for the service provider For a service provider, the NGIN must facilitate addressing the customer base (Enterprise or Residential) with generalised business strategies and market offerings for both developed and emerging markets. Business strategies for the enterprise market The NGIN service layer supports the various possible business strategies that a service provider needs to offer to the Enterprise market. Well known examples of business strategies for the Enterprise segment are: FMS (Fixed-Mobile Substitution) In an FMS model, mobile operators replace PABX extensions with mobile subscriptions and provide PABX-like features over the mobile network. In this way, a mobile operator gets additional mobile income from the replacement of fixed lines by mobile subscriptions. FMC (Fixed-Mobile Convergence) Also known as a total communication provider model, in an FMC model, fixed lines are replaced by IP phones and the IP and mobile extensions are integrated seamlessly. PABX features are delivered by the service layer in a mixed mobile, PSTN, and IP environment. In this way, an operator provides new convergent services at a competitive price. FMI (Fixed-Mobile Integration) Also known as business trunking, in an FMI model, the CS/PS PABX s are integrated by connecting them over the IMS network. The service layer is responsible for implementing fixed line basic services such as CF, CW, CH and CB, as well as legal obligations such as emergency calls and lawful intercept. In this way, an operator can integrate the Enterprise s PABX extensions with the mobile extensions. It is important to stress that these Enterprise business strategies can be used simultaneously by the same service provider to address different market segments. For example: A service provider with mobile operations: FMS is a perfect opportunity to take business away from fixed line providers by offering all of the traditional fixed line services in an all mobile environment and hosted from the network. This does not exclude the possibility to integrate company PABX (FMI) in the solution. A service provider with mobile and fixed operations in advanced markets: FMS is suitable for home office and small companies that do not need a fixed line service. FMC is suitable for medium and large sized companies that have good IP infrastructure with no significant investment in on-site PABX equipment. FMI is suitable for large Enterprises that want to finish amortizing on-site PABX equipment while adopting FMC solution. A service provider with worldwide operations: For emerging markets, due to lack of (or poor) IP connectivity, pure FMS approach is most suitable in the short term and for most cases, while the possibility of providing an FMC and/or FMI offering is valuable for specific cases where conditions and infrastructure allow it. Business strategies for the residential market In addition to addressing the Enterprise market, the NGIN is highly suited to the residential market as well. For the residential market, the FMS and FMC business strategies are applicable, while the FMI business strategy is obviously not. The Enterprise market is leading innovation in the area of VAS in the last few years. Most of the features implemented for the enterprise market in NGIN platforms can also be applied to residential users. This includes all Personal features. But Group features are also applicable to families and other types of non-enterprise user groups. These features are available to users with mobile and fixed (PSTN or IP) devices or combinations of them. A single service covers the needs of many user types. FMS and FMC can be used for different consumer behaviors depending on the kind of service provider. For example: A service provider with mobile operations: The FMS is a perfect strategy for a mobile operator to capture subscribers from the incumbent wireline operators, especially in an environment where geographic numbers can be assigned to mobiles or environments with full number portability. FMS is suitable for consumers who do not feel the need to have a fixed line phone service but who may want a geographic number associated with the mobile phone. A service provider with mobile and fixed operations in advanced markets (and these markets also exist in emerging markets): FMC is suitable for consumers who want to have some convergence between the mobile and the fixed line. In this model, the fixed line service is provided by the NGIN s VoIP/DSL service with the same functionality as the traditional PSTN service. IP/Broadband based residential services In this model, operators can offer a VoIP/DSL service with the same functionality as the traditional PSTN service. In this way, mobile and fixed operators can enter a new market. 6 Next Generation Intelligent Networks

7 Service catalogue Enabling the quick bundling of services into offerings is one of the key differentiators of the NGIN concept. In addition to the service independence from the point of view of the subscriber and the general business strategies of the service provider, the NGIN must enable a service provider to bundle different NGIN services into market products or service offerings. The Atos NGIN consists of a comprehensive, feature rich suite of off-the-shelf services. A rough grouping of the services is shown below: VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing MS Lync endpoints Lync Converged Users Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features IP Line Services CDR Generation Web Services API On-line Charging Integration GUI on Mobile Feature Access Codes Common Address Book Music Repository CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing The NGIN services can be bundled together into different service offers. Some examples of bundling of services into offers are described in the following pages. Next Generation Intelligent Networks 7

8 Market offerings Enterprise Mobile Centrex PABX-like services provided in a hosted mode to mobile users. VPN and Centrex advanced functionalities are available to mobile users. VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing MS Lync endpoints Lync Converged Users Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing Enterprise Convergent Centrex All types of users in the company (mobile, fixed, users with multiple devices, company PABX) are integrated and receive the same basic and advanced functionalities. VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing MS Lync endpoints Lync Converged Users Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 8 Next Generation Intelligent Networks

9 Market offerings Enterprise Contact Center The Enterprise Contact Center consists of the core services needed to provide call center support for an Enterprise. The main application is the Switchboard Operator, which allows a receptionist to manage incoming calls to the company header number, answering and forwarding calls to the right extensions. VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing MS Lync endpoints Lync Converged Users Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing Residential Market Examples of service offering or bundles for the residential market are: Convergent User: A consumer can have the mobile and home landline associated with one subscription. Dual or sequential ringing of the mobile and home phone can be set up. Home Zone: A consumer has a geographic number associated with a mobile. Calls can be received or initiated with either number when a subscriber is within a home zone. Family Group: An extended family or group of friends can enjoy special tariffs and short number dialing for group members. Particular members of the groups can even be convergent users or home zone subscribers. The family can include the wireline home phone as a member of the Family group. The home phone can be associated with one of the family members (e.g., the mother) as part of a mobile-fixed convergent user, in which case the home phone and related mobile can be set up with dual or sequential ringing and can enjoy a unified voice mailbox. Via the GUI, the parents can configure the children s phones with restrictions for making or receiving calls during school hours or late at night. VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing MS Lync endpoints Lync Converged Users Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing Next Generation Intelligent Networks 9

10 Technological implications of the new paradigm Considering the lofty goals discussed thus far in terms of the new service concept, business needs, and network evolution gives rise to implications on the technology used to implement the service layer. The most important technological implications are: This requires the availability of a comprehensive suite of Centrex services working with IN and SIP interfaces. Maintaining consistency across distinct devices for Centrex services provided from the network as opposed to on site equipment in the Enterprises. This requires a horizontal platform to facilitate the implementation of the same service logic for any type of network. Future proofing through the evolution from Circuit Switched to Packet Switched core networks. The most effective way to provide this functionality is to use mediation capabilities in the platform that allow invoking service logics and on-line charging in parallel. Charging of all services must be possible in post-paid, pre-paid or cost-control modes. On-line charging must not limit the services available to subscribers. Atos Compatibility with pure IN services such as prepaid, Dual-SIM, Twin-SIM, Home/Office Zone, Single Number and others. This requires having a leg in the CS network to avoid the inefficiencies of IMS anchoring in all scenarios, or in same cases, to be able to implement the service at all. Rich service offerings. A subscriber may have contracted several services (classic IN platforms were limited to one or a few This requires a platform services) and should get that is able to invoke many them working in services for a subscriber a consistent without restrictions and solve the way. interactions among them. Correct management of mobile-centric issues such as roaming, mobile location and status and mobile This requires a platform messaging. with the necessary protocol adaptors and mobile-aware services; in other words, services prepared to cover the specific needs of mobile users. 10 Next Generation Intelligent Networks

11 The benefits of the NGIN service concept Increase market share Get new customers or add new revenue streams in existing customers. FMS Grow mobile business into the wireline service space. Provide all Enterprise PBX needs with a mobile service. FMC Provide a convergent user experience. Tie mobile and fixed services together. Provide all communications to customers, not just mobile, fixed line, or Internet services. 10% churn reduction for FMC customers 16% increase in ARPU Reduce churn - Tie mobile and fixed line services together. Once users experience a convergent service, it will be difficult to go back to a basic service. Few Service Providers can offer all communication needs. Once a total communications approach is taken, churning will require contracting mobile and fixed line services separately. Increase ARPU. More talk time. Charge monthly fees for services. 12% annual increase in Enterprise market share Proven Results 4% churn reduction for FMS customers 4% increase in talk time Next Generation Intelligent Networks 11

12 About Atos Atos is an international information technology services company with annual 2010 pro forma revenues of EUR 8.6 billion and 74,000 employees in 42 countries at the end of September Serving a global client base, it delivers hi-tech transactional services, consulting and technology services, systems integration and managed services. With its deep technology expertise and industry knowledge, it works with clients across the following market sectors: Manufacturing, Retail, Services; Public, Health & Transport; Financial Services; Telecoms, Media & Technology; Energy & Utilities. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting and Technology Services, Atos Worldline and Atos WorldGrid. For more information, visit: atos.net We make your transition to IMS worthwhile For more information: Please contact ngin@atos.net or visit atos.net atos.net Atos, the Atos logo, Atos Consulting & Technology Services, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos Worldgrid are registered trademarks of Atos SA. June Atos.