platform transformation gforce service provider summit guillaume calot, business director emea,...

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

email

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

email

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: