IP - Genesys
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Transcript IP - Genesys
Platform transformation
GForce Service Provider Summit
Guillaume Calot, Business director EMEA, Genesys
Telco architecture under pressure!
Revenues
• Network
• Hosted
• SaaS
Business
TCO & assets
• Multichannel
• Virtualization
• Speed to market
• SDE, OSS, BSS
• Network, premise
• Cloud / Data Centers
Carriergrade
• Scalability
• Reliability
• Interrop
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
but legacy technologies chain up IT services
•Voice-centric
•Too many servers, middlewares & licenses
•Lack of interoperability
•Siloed operations
•Expensive and slow evolutions
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
Change is required!
Progress is impossible without
change, and those who cannot
change their minds cannot change
anything.
CLOSING - LIMBIC SLIDE
George Bernard Shaw
IP transformation levels
Conversation
Centralization
Standardization
Disparate
platforms &
applications
Cloudization
IP transformation levels
Conversation
Centralization
Standardization
Disparate
platforms &
applications
Cloudization
From IP telephony…
Genesys
IP-PBX
PBX
MGW MGW
TDM
IP
IP-PBX
PBX
MGW MGW
TDM
IP
IP
MGW
TDM
MGW
IP
SCP
Central Site
PSTN
Remote Site
… to SIP Server
Genesys
Genesys
Recorder
IVR
IP-PBX
Outbound Conference
IP
SIP
IP
SIP
MGW
MGW
SBC
SIP
MGW
MGW
SIP
IP
NGN
SCP
Central Site
Remote Site
SIP components
SIP Server
•
•
•
•
Session Manager
Softswitch
TServer
PBX services
•15k agents/serv
•100 caps/serv
•1+1 HA, DR
•TLS/SRTP
Media Server
• Universal media services •2,500 ports /serv
•N+M HA
• Voice & Video HD
•MSML, Netann
• DTMF, ASR/TTS integ
SIP Ecosystem
•
•
•
•
Endpoints
Media Gateways
SBC
Recorders, MCUs
•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
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
SIP standardization benefits
Revenues
• SIP trunking
• Network
services: IVR,
routing…
• Hosted
solutions
TCO & assets
• Consolidation
• Commoditized
hardware
• Maintenance
• Deployment
• Migration
Carrier grade
Business
• 5*9s
• Encryption
• Scalability
• Billing / SDE
• Interoperability
• Voice, video,
IM
• Outsourcers
• Remote offices
• Homes offices
IP transformation levels
Conversation
Centralization
Standardization
Disparate
platforms &
applications
Cloudization
IP Centralization
App 1
App 2
App 3
Genesys
Server, OS, DB
Server, OS, DB
Server, OS, DB
Data Center
IP
SIP
SIP
MGW
SBC
SIP
MGW
SIP
NGN
SCP
Central Site
Remote Site
Data Center integration
Virtualization & OS
• Live references
•VMWare FULL support
• Multi-OS & WAS:
windows, Linux, Unixs •Citrix, including VoIP
Storage & DBMS
• Multi-DB: Oracle,
MSQL, Sybase…
•Open software: Postgre
Reliability
• High-availability
• Hot, parallel, N+M…
•Disaster Recovery
•Proven 5*9s
•Cassandra RT database
Security
• Flow encryption: TLS •Client+Server port ctrl •Standard firewalling
•PCI compliance (roadmap)•SBC support
• Log encryption
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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
IP transformation levels
Conversation
Centralization
Standardization
Disparate
platforms &
applications
Cloudization
Genesys 8: the conversation challenge
BI
Process
CONTEXT & PROCESSES
Billing
BSS
CRM
OSS
Voice
CONVERSATION
email
web
App 1
App 2
App 3
SMS
IM
Data Center
Video
IP
Task
SIP
SIP
MGW
SBC
SIP
MGW
SIP
NGN
NGN
2/3G
Central Site
SCP
SCP
Internet
Remote Site
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Conversation layers
BI
Process
CONTEXT & PROCESSES
Billing
BSS
CRM
OSS
Voix
CONVERSATION
Framework & SOA layer
email
User interface layer
web
Business Process layer
App
11
App
1
Mgt
UI
& 1SDK
Process
SMS
SIP
App 3
3
App
22
App
2
App
Mgt
UI
& 2SDK
Mgt
UI
& 3SDK
Process
Process
3
Service Abstraction layer
VoIP
non-real time
SIP
Session layer
IM
Data Center
vidéo
IP
tache
SIP
SIP
MGW
SBC
SIP
MGW
NGN
2/3G
SCP
Internet
SIP
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Conversation components
Service Abstraction layer: Orchestration Server
• Session & media abstraction
• Persistent routing rules
•Open API & IDE: REST, SOAP, Eclipse
•Open web architecture
SC-XML, V-XML, CC-XML
Business Process layer: Conversation manager
• Context Services
• Rules System
•Rules development
•Rules Authoring
User interface layer: Administrator extension
• Web 2.0
• Role-based portal
•Media mgt
•Routing mgt
•Agent mgt
SOA layer: Mobile engagement
• Call-back
• Location, context
Open SDK:
•HTML5, Java, iOS
SOA layer: UC-Connect
• UC Client integration
• Presence, context, call control
•MS OCS, Lync
•IBM Sametime
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Conversation benefits
Revenues
• SaaS
enablement
• Mobile
services
TCO & assets
• Smooth
migration
(GVP, URS)
• Nondisruptive
Carrier grade
Business
• Integrated
apps (ex:
UCaaS + CC)
• SDE
• No footprint
• Multimedia
conversation
• Delegation
to business
IP transformation levels
Conversation
Centralization
Standardization
Disparate
platforms &
applications
Cloudization
Genesys within IN, NGN & IMS architecture
Billing
BSS
OSS
OSS-BSS layer
Ro/Rf
Self services
Genesys
SIP Server
Sh*
HSS
ISC
Application layer
NTS
Genspec
Mr
TServer
CTI
SCP
CSCF
IP
Session Control layer
SGW
BGCF
(*) Roadmap
Assisted services
MRF
IVR
MGW
SRP
SSP
Smooth migration
Transport layer
PBX
Cloudization benefits
Revenues
• SaaS
• New services
• Bundles
TCO & assets
Carrier grade
• Consolidation
• Simplification
• Migration
• Operations
• Multi-tenant
• Resilient
networks
• Billing
• SDE
Business
• Speed to
market
• Multimedia
• Virtualization
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:
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.