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.