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Platform transformation

Platform transformation. GForce Service Provider Summit Guillaume Calot, Business director EMEA, Genesys. Telco architecture under pressure!. but legacy technologies chain up IT services. Voice-centric Too many servers, middlewares & licenses Lack of interoperability

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Platform transformation

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  1. Platform transformation GForce Service Provider Summit Guillaume Calot, Business director EMEA, Genesys

  2. Telco architecture under pressure!

  3. 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!

  4. CLOSING - LIMBIC SLIDE Progress is impossible without change, and those who cannot change their minds cannot change anything. George Bernard Shaw

  5. IP transformation levels Conversation Cloudization Centralization Standardization Disparateplatforms &applications

  6. IP transformation levels Conversation Cloudization Centralization Standardization Disparateplatforms &applications

  7. Remote Site Central Site From IP telephony… Genesys IP-PBX PBX PBX MGW MGW MGW MGW IP-PBX TDM TDM IP TDM IP MGW MGW IP IP SCP PSTN

  8. Remote Site Central Site … to SIP Server Genesys Genesys Recorder IVR IP-PBX Outbound Conference IP SIPMGW MGW MGW SIPMGW SBC SIP IP IP SIP NGN SCP

  9. SIP components • 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 • 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)

  10. SIP standardization benefits

  11. IP transformation levels Conversation Cloudization Centralization Standardization Disparateplatforms &applications

  12. Remote Site Central Site IP Centralization Genesys App 1 App 3 App 2 Server, OS, DB Server, OS, DB Server, OS, DB Data Center IP SBC SIPMGW SIPMGW SIP SIP NGN SCP

  13. Data Center integration • Live references • Cassandra RT database • Standard firewalling • SBC support • VMWare FULL support • Citrix, including VoIP • Open software: Postgre • Disaster Recovery • Proven 5*9s • Client+Server port ctrl • PCI compliance (roadmap)

  14. IP Centralization benefits

  15. IP transformation levels Conversation Cloudization Centralization Standardization Disparateplatforms &applications

  16. Central Site Remote Site Genesys 8: the conversation challenge CONTEXT & PROCESSES BI Billing BSS Process CRM OSS Voice email web App 1 App 3 App 2 CONVERSATION SMS IM Data Center Video IP SBC SIPMGW SIPMGW SIP SIP Task NGN NGN SCP SCP 2/3G Internet

  17. Conversation layers CONTEXT & PROCESSES BI Billing BSS Process CRM OSS Voix Framework & SOA layer User interface layer email non-real time SIP SIP Business Process layer web Process 1 Process 2 Process 3 UI 1 Mgt & SDK UI 2 Mgt & SDK Mgt & SDK UI 3 CONVERSATION Service Abstraction layer App 3 App 2 App 1 SMS App 1 App 2 App 3 Session layer VoIP IM Data Center vidéo IP SIPMGW SIPMGW SBC SIP SIP tache NGN SCP 2/3G Internet

  18. Conversation components Genesys 8! • Open API & IDE: REST, SOAP, Eclipse • Open web architecture • SC-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

  19. Conversation benefits

  20. IP transformation levels Conversation Cloudization Centralization Standardization Disparateplatforms &applications

  21. Genesys within IN, NGN & IMS architecture OSS-BSS layer Billing BSS OSS SCP SSP SRP Application layer Ro/Rf Genesys Assisted services Self services TServer SIP Server NTS CSCF Session Control layer Sh* Genspec CTI ISC Mr HSS SGW MGW Transport layer BGCF MRF IVR IP Smooth migration PBX (*) Roadmap

  22. Cloudization benefits

  23. 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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