All Rights Reserved © Alcatel-Lucent 2010 1 | Presentation Title | 2010 Charles Lee, Senior Product Marketing Manager Antoine Schnuriger, Mobility Offer.

All Rights Reserved © Alcatel-Lucent 2010• 1 | Presentation Title | 2010

Charles Lee, Senior Product Marketing Manager

Antoine Schnuriger, Mobility Offer Manager

October, 2010

Mobilizing the Dynamic Enterprise

“There are applications for that...”



Wikipedia commons, picture of the year 2007

Open applications Open Platform Open Terminal

SIPcore

PBX SIP IMS

Any end-pointA

pplica

tions

Unifi

ed M

anagem

ent

Our solutions: help our customers become Dynamic Enterprises

and turn any interaction with mobile user into business opportunities.


Conversation is the New Communication

Presence aware

Multimedia (voice, text, video)

Persistent, carry Context

Conference paradigm (can add/remove participants)


Dynamic Mobile Customer Care1

Do You Mobile Today?


Your Customer Is Mobile Now!

• Source: ITU, Oct/2009• * - Estimates

• WW Communication Subscription


Powerful

Smartphone = Desktop Internet + More

Personal

Connected

Location

Aware

Easy Paymen

t


The Customer Conversation: Evolution of G8

InteractionsCalls Conversations

G7G6

• CTI

• Multi-Channel Routing • Unified view of

customer interactions

across multiple channels and over

time


Mobile – The Touch Point of Cross-Channel Interactions

Mobile+Web

ContactCenterBack+BranchOffice

WorkItem

CallBack

Work Item

Payment

Specialist

Self-Service

Distribution

SMS/MMS

Browse

In-Person

SocialLocation


End-to-End Mobile Customer Care

Voice, Call-Back SMS, MMS Assisted Service Location-Based …

• Customer Facing • Enterprise Connection

End-to-End Interactions

• Mobile Customer • Mobile Staff

Mobile Experts Mobile Sales Service Request Mobile Business

Managers …

• Contact Center


Usability – Convenient and Effective

InformationNotificationCommunicationAction

• Mobile User • Operation Manager

Call Back• Call-Me-Now

• Call-Me-Later


Business Benefits

Shorter and fewer calls to contact center

Easy to reach customers anywhere & anytime

Reduce customer service saturation in peak hour

Penetrate and grow mobile customer base

Customer experience & loyalty

Up-sale and cross-sale opportunities


Dynamic (mobile) Employee Engagement2My Instant Communicator Mobile Edition


Enterprise Mobile Worker Pain Points

Make Mobile Users More Productive and More Efficient:

Favorite device is the mobile

Interweaving of professionnal and personnal use

CIOs challenges with Mobile Worker

Control (decrease) communication cost

Deploy business apps over Mobile Devices

• Mobile Device Management

0

200

400

600

800

1000

1200

janv Fev mar s apr i l May J une J uly Aug Sept Oct Nov Dec


Conversation elements from users and not from the device:

« Unified Call Log » gathers every calls from Mobile, IPTouch, My Instant Communicator Desktop

• « Who called me? »

Unified Directory Access from any device

• « Click to call » from my mobile

Visual Voice Voice Mail

• Access to my mailbox from enterprise voice mail

My Instant Communicator Mobile: Unified User Experience

User Centricity


My Instant Communicator Mobile: Unified Instant Messaging

Instant Messaging service from Instant Communication Suite (ICS):

Group chat

Telephony and user presence

Device ambiance

IM and presence with any ICS user

My Instant Communicator Mobile

My Instant Communicator PC

My IC Smartphone

Microsoft MOCS users (IM federation)

Sab GranhrMy Company USAMobility Manager

Mobile: +1 6547933387

Email: [email protected]

Leave a voice message

Work: 5778

Add to my contacts

Send an instant message

Find:

Unread and opened conversations…

Edward Granwich – 11:13a

Hi Richard, would like to discuss with you for…

John Richardson – 09:57a

Call me please for reviewing the pricing list

Mike Roberts – 02/12/2009 1:07p

Please call me for the pricing list

24 1

OmniTouch8400 ICS


Unified User Experience: « Session Persistance »

Enterprise flexible office:

«Open space » virtual office Application

Remote and home working

Session Persistance: seamlessly moving conversation

From mobile to My IC smartphone

• Conversation

• Sab Granhr

• 00:

26

• Alcatel-Lucent UK

• Technical SupportMoving call to

Office Phone…


Cost Control with «My Instant Communicator for Mobile »

Dual mode wifi /cellular enables cost saving

Gains benefits from existing WLAN infrastructure

Seamless cell to wifi handoff leads solution effectiveness

Data from service flow on wifi

Flexible call routing policy

Routing policy on a per carrier basis

• Cellular cost control

Easy to manage

• Centralized management from ICS environement

WLAN

Cellular

Seamless

Smart routing

ARS

OXE/ICSBICS


Consistent Management: Mobile Device Management, Ecosystem

Alcatel-Lucent solution for consistent management

OmniVista NMC

Motive integration (2011)

Device Management Ecosystem

BES deployment for MIC for Blackberry

• MIC is a Blackberry application deployable with Blackberry Enterprise Server

Alcatel-Lucent Alliance Partner Program certified MDM application

* © Research In Motion

*


« Mobilizing Unified Communication » Deployement

Available on most smartphone:

Android®, RIM Blackberry ®, Iphone®, Nokia

Eseries®, Windows Mobile® 6.x

3 level of service

• My Cellular Extension: Enterprise grade

telephony service

• My Instant Communicator Mobile: UC

services on smartphone

• Remote Extension: One number service,

basic Fixed Mobile Convergence, any mobile device

Runs on BICS and OmniPCX Enterprise / ICS

BICS- Mid Sized Enterprise: single server

deployment

OmniPCX Enterprise/Omntouch 8400 ICS

Coming soon: My IC for IPad

RemoteExtension


MMH Business Opportunity

Key customer needs

Improve global quality of service delivered to the citizen

Improve key users reachability

Decrease cost of ownership

Need to update lookout for a governmental agency

New building, up-to-date services and technology

Solution

Instant Communication Suite, dual mode Nokia E Series

OmniPCX Enterprise

OmniSwitch for LAN infrastructure


Key Takeaway: Mobilizing the Dynamic Enterprise

Supporting the Dynamic Enterprise with innovative service for mobile users

Transforming any interaction with Mobile user in a business opportunity

Developping the next generation UC with seamless integration of the mobile client engagement and mobile co worker

Wikipedia commons, picture of the year 2007

Open applications Open Platform Open Terminal

SIPcore

PBX SIP IMS

Any end-point

Applica

tions

Unifi

ed M

anagem

ent


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THANK YOU


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All Rights Reserved © Alcatel-Lucent 2010 1 | Presentation Title | 2010 Charles Lee, Senior Product Marketing Manager Antoine Schnuriger, Mobility Offer.

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