Gitex2013: YOUR TAILOR-MADE APPLICATIONS

COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

APPLICATION SERVICES

VALUE-ADDED ASSETSGITEX 2013October 20th – 24th

AGENDA

1. Introduction

2. Market trends and CIO challenges

3. How can Application Services help answer these challenges

4. Vendor assurance through high-expertise profiles

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4. Vendor assurance through high-expertise profiles

ALCATEL-LUCENT ENTERPRISE SERVICES

MARKET DRIVERS

54% 54% 57%37%

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FROM DESKPHONE TO BYOD

FROM HARDWARE TO FULL

SOFTWARE

FROM DEDICATED NETWORK

TO INTEGRATED SOLUTIONS

BLEND VIDEO, MESSAGING, DATA,

AND VOICE TO IMPROVE

COLLABORATION

54%is the average

effective usage of enterprise software

54%of organizations will

offer end-to-end services by 2012

FROM COMPLEXITY TO

SIMPLICITY

57%Of CIOs cite as top

concern not implementing fast enough

37%Of CIOs cite making business processes

more efficient

ALCATEL-LUCENT ENTERPRISE APPLICATION SERVICES

MORE VALUE, MORE SIMPLICITY, MORE ADAPTABILITY

Enhancing adoption rates

Enhancing your solution value return through customizationsAligning the solution with your business case

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Enhancing adoption rates

Capitalizing on your existing systems and infrastructure

Answering your specific needs

Accelerating and ehnacing your business benefits

PUTTING YOUR PRIORITIES FIRST !

ANSWERING YOUR EXACT NEEDS

A UNIQUE MIX OF EXPERTISE, OFF-THE-SHELF PORTFOLIO AND ENDLESS CUSTOMIZATION

POSSIBILITIES

BUSINESS CASE CREATIONNEED ASSESSEMENT

TECHNOLOGY ANALYSISBUSINESS ALIGNMENT

OFF-THE-SHELF ASSETS RAPID VALUELOW RISK FAST IMPLEMENTATION

CUSTOMIZATIONSAGILITY

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•Rapidity and low risks (assets)

•Full technology-business-processes alignment

•Existing technology & investment capitalization

•Strong differentiation and maximized value

•Agility to change

CUSTOMIZATIONSHIGH VALUE-ADD HIGH INTEGRATIONRADICAL DIFFERENTIATION

AGILITYCOLLABORATIVE DEVELOPMENT

RAPID RESPONSE TO CHANGEENHANCED USER ADOPTION

APPLICATION SERVICES

PORTFOLIO AND METHODOLOGY

OFF-THE-SHELF ASSETS: RAPID VALUE, FAST

CUSTOMIZATIONS: HIGH ADDED VALUE,

ENHANCED SOFTWARE

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RAPID VALUE, FAST IMPLEMENTATION

• Extra value • Rapid ROI

• Fixed price• Packaged• Already tested

• Low-risk, fast implementation• Ready to use

• Open to business evolutions• Customizations possible

HIGH ADDED VALUE, RADICAL DIFFERENTIATION

• Unique solutions for specific business or industry needs: Radical differentiation from your competitors

• Full integration allows you to maximize your installed base value return

• High added value through end-to-end services

SOFTWARE EFFICIENCY

• Innovative, Agile methodologies allow us to create only necessary features for your business

• Openness to change and evolutions

• Enhanced value return

READY-TO-USE OR FULLY CUSTOMIZED: A RICH CHOICE

OFF-THE-SHELF ASSETS OR CUSTOMIZATION FOR ALL INDUSTRIES AND FUNCTIONS

Finance Hospitality

Industries

Defense

Healthcare Public safety Education

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Functional

Telephony Back office Management

Contact centerVisual

communications Networks


SOME EXAMPLES: ASSETS AND CUSTOMIZATIONS IN DEPTH

RICH APPLICATIONS OFFER

AN APPLICATION FOR EVERY NEED

IP DESKTOP SOFTPHONE FOR APPLE® iPAD®&

OMNIPCX™ RECORDSUITE

BUSINESS CONTACTSTANDARD EDITION

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FOR APPLE® iPAD®&

iPhone®

SUITE

• Softphone on personal device allowsdevice users to make and receivecalls on the enterprise network

• Order at Apple store®

• Packaged recording application compatible with Alcatel-Lucent OmniPCx™ Enterprise Communication Server

• Simple to install and use

• Call recording, screen capture, coach module

STANDARD EDITION

• Intelligent routing for branchenvironments

• Reduces lost calls through accuratecontact and call tracking

• Packaged version• Built-in routing strategies• Pre-defined price

RICH APPLICATIONS OFFER

AN APPLICATION FOR EVERY NEED

NEWCLICK TO CALL PLUGIN

INTEGRATED COMMUNICATIONS FOR CONTROL SMART GUEST

APPLICATIONS

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CLICK TO CALL PLUGIN

• Easy-to-use click-to-call application

• Simple to install and use

• Fully compatible with OmniPCX Enterprise

FOR CONTROL CENTERS

• Industry-specific fully integrated agent terminal (touchscreen)

• Multi-media: voice, radio, video, CCTV, industrial systems control (SCADA)

• Full call tracking and intelligent routing

• Conferencing options

• High availability

APPLICATIONS

• Hospitality-specific applications package for award-winning Alcatel-Lucent 8082 MyIC Phone

• SIP telephony, check-in services, customizable interface, directory access, call forward, do not disturb, suite services (wake-up, notifications)

IP DESKTOP SOFTPHONE

FOR PC, MAC & iPAD & iPHONE

Offer telephony service to mobile users inside the enterprise network to control costsALCATEL-LUCENT IP DESKTOP SOFTPHONE is a fully-integrated telephony application installed on a user’s desktop (PC or MAC) , tablet (iPad) or Smartphone (iPhone). This application makes it transparent for mobile workers to use telephony in the enterprise network, as long as they are connected to their network using internet or VPN (in WiFi or 3G mode) Fully-integrated telephony solution, turning on a computer emulating a 4068, 4038, 4028 IP Touch set (4068 only on the iPad & iPhone).

Telephony Core

®®

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IP Desktop Softphone for PC IP Desktop Softphone interface for iPhone, iPad & MAC

®®

Quick and user-friendly access to telephone facilities• Help businesses optimize their employee’s productivity• Easy integration of remote and on-site workers, especially when desktop connection is the preferred communication mode

• Carbon footprint reduction• Communications, connectivity and hardware costs control• Multi-languages (English, French, Spanish, Italian, German and Arabic)

• Horizontal/vertical flip and horizontal full screen on iPhone

BENEFITS

PSTN

OmniPCX Record

IP

External or internal caller

Contact center Off-the-shelf

OMNIPCX RECORD SUITE

A RECORDER FOR SMALL AND MEDIUM-SIZE BUSINESS

An affordable recording solution for small and medium-sized customer service teams

OMNIPCX RECORD SUITE provides extra web-based audio and video call recording as well as analysis tools. This enhances quality assurance, accelerates customer issues resolution, boosts customer loyalty and streamlines employee monitoring and coaching. This is particularly relevant in financial services, utilities, healthcare, education, hospitality and public safety organizations.

OmniPCX Record interface

andhigh-level architecture

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OmniPCX Enterprise

PSTNIP

Recorded IP Phone

IP

•Optimize contact center efficiency• Increase correction strategies reactivity• Increase campaigns success rate through information•Keep key actors continuously informed•Enhance security by rapid transmission of important data to specific departments (IT, networking…)

high-level architecture

BENEFITS

CLICK TO CALL PLUGIN FOR OMNIPCX ENTERPRISE

CLICK TO CALL A PHONE NUMBER OR A SEARCH A DIRECTORY

Launch calls simply and rapidly from the PC !

CLICK TO CALL through a call box on Windows XP and Windows 7, a browser plug-in (IE, Firefox and Chrome) or a dedicated area in any web page. Directory lookup.

Telephony Back office Custo

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BENEFITS: •Simplify how users initiate calls: make a call directly from your PC screen by simply clicking the telephone number•Costs effective way of increasing users efficiency •Easy integration and continued ease of use in simple or complex environments

BENEFITS

Click to call toolbar

BUSINESS CONTACT STANDARD EDITION

INTELLIGENT ROUTING BUSINESS CALL PLATFORM

NOW PACKAGED

Enable direct and personalized interaction with customers through accurate counseling anytime, anywhere !

BUSINESS CONTACT is an intelligent business telephony routing platform for branch based organizations. With a standard core, it is adaptable to any company managing direct customer/employee relationship. Call routing is

Customer contact

BusinessTelephony

Approx 20% of customer calls are being lost because of inaccurate contact.10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANKGARTNER

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company managing direct customer/employee relationship. Call routing is based on availability and job/business oriented.

BENEFITS: •Unify functionality, ergonomics and service levels in all branches•Managed more calls without increasing branch resources•Turn personalized customer contact into a competitive advantage•Grow sales through faultless counselor-customer relationship•Deliver greater customer satisfaction (answer all customer calls)•Better measure counselor performance

BENEFITS

SMART GUEST APPLICATIONS

LET GUESTS CONTROL THE ROOM ENVIRONMENT

CUSTOMER NEED: Offer a state-of-the-art visitor experience by offering in-room control and added-value services from the phone set

SOLUTION: SMART GUEST APPLICATIONS allows guests to control their in-room environment, adjust lighting and temperature controls, or set their room status to Do Not Disturb. Hospitality representatives can also promote their hotel services, activities or nearby shops, thanks to a customizable presentation service. With simple access to relevant information, guests can easily call or make an appointment to enjoy hotel amenities.

Telephony Custo

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•Rich communications•Quick access to hotel services•Promotion of proximity services•Automation integration•Openness

BENEFITS

Smart Guest Applications interface Room control: temperature Weather Hospitality services

ICCC – INTEGRATED COMMS FOR CONTROL CENTERS

CALL MANAGEMENT AND CENTRALIZATION OF ALL VOICE CALLS

CUSTOMER NEED: management and centralization of all voice/video calls coming to control rooms

SOLUTION: INTEGRATED COMMUNICATIONS FOR CONTROL CENTERS - a centralized control solution offering: intelligent routing system tracking all calls, identifying them, applying priority rules based on the emergency degree, managing waiting lines and broadcasting audio messages. An agent interface allows the visualization of all calls in progress and offers specific functionalities to answer them in the best conditions.

Telephony

•Optimized emergency treatment•Enhance reactivity in emergency situations

BENEFITS

Control room

ICCC agent interface

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•Enhance reactivity in emergency situations•Enhance communications and access control

ICCC hardware platform

EMERGENCY NOTIFICATION SERVER

TRACKS, LOCALIZES EMERGENCY CALLS AND

ROUTES THEM TO THE CORRECT PSAP

Better track and manage emergency calls inside the Enterprise to comply with regulations and enhance safetyEMERGENCY NOTIFICATION SERVER provides automatic location updates, visual location displays, mass broadcast module and flexible alerts. Open to integrations with third-party solutions, it can communicate with any existing base for emergencies: i.e. alarm broadcast, industrial or high-risk environments (access control, CCTV & radio, alarm systems, temperature or chemical detection systems, geo-localization…).

TelephonyOmniPCX Enterprise Custo

BENEFITS

Emergency Notification Server Interface

Public safety

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•Comply with current regulations for emergency call tracking •Enhance reactivity in case of enterprise emergency•Be prepared for further developments with an open solution

BENEFITS

SOFT PANEL MANAGER

OPTIMIZE CONTACT CENTER EFFICIENCY

THROUGH REAL TIME DATA DISPLAY

CUSTOMER NEED: Display key business and contact center indicators in real-time to enhance decision and reactivity

SOLUTION: SOFT PANEL MANAGER handles the real time display of business data and contact center statistics. It allows numerous statistics and data formats (bars, charts, gauges, comparisons) from several sources and a display in several ways: LED wallboards, LCD/Panel PC/Plasma/TV screens, individual PC screen (Desktop Wallboard) or GAD integration.

Contact center Off-the-shelf

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•Optimize contact center efficiency• Increase correction strategies reactivity• Increase campaigns success rate through information•Keep key actors continuously informed•Enhance security by rapid transmission of important data to specific departments (IT, networking…)

BENEFITS

Soft Panel Manager on LED wallboardSoft Panel Manager on plasma screen Soft Panel Manager on agent PC


VENDOR ASSURANCE SERVICES

RISK MITIGATION, COST CONTROL, ADOPTION SUCCESS

VENDOR ASSURANCE THROUGH OUR TOP EXPERTISE

ACCOMPANYING YOU ALL ALONG THE WAY AND MITIGATING RISKS

ON-SITE ASSISTANCE PROACTIVE PROFESSIONAL SERVICES

TECHNICAL CONSULTING

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•Ensure solution deployment success through vendor backup

•Control time, costs, risks, resources and global efficiency

•Minimize disruptions to customer network operations

•Flexible access to Alcatel-Lucent expertise

•On-site assistance for projects requiring specialized skills

•Packaged: 20 days, 30 days, 40 days, and 60 days with discounts for multi-year

•Current technology assessement

•Transformation roadmap recommendations

•Best practices application

•Risk mitigation and solution value return maximization

PROJECT MANAGERTECHNICAL ACCOUNT

MANAGER

VENDOR ASSURANCE THROUGH OUR TOP EXPERTISE

ACCOMPANYING YOU ALL ALONG THE WAY AND MITIGATING RISKS

CUSTOMER SOLUTION ARCHITECT

RESIDENT ENGINEER

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•Single point of contact for Customer & Partner for project control

•Full ressources, project, costs, risks and efficiency control

•Vendor stamp on project

• Solution evolution consulting

•Defines and commits to the global solution architecture

•Makes technical recommendations based on audit results

•Defines migration strategies and controls the process

•On-site troubleshooting, operational assistance

•Expertise accompaniment for a given period of time

•Ensures a smooth transition in the first adoption weeks/ months

GLOBAL ECOSYSTEM

Andorra ArgentinaAustraliaAustriaBahrainBelgiumBosnia/HerzegovinaBrazilBruneiBulgariaCanadaCentral African ChileChinaColombiaCroatia

GreeceGuadeloupeHong KongHungaryIcelandIndiaIndonesiaIrelandItalyJapanJerseyJordanKenyaKorea, SouthKuwaitLebanonLiechtenstein

PeruPhilippinesPolandPortugalPuerto RicoQatarRomaniaRussiaSaudi ArabiaSingaporeSlovakiaSloveniaSpainSwedenSwitzerlandSyriaTaiwanThailand

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CroatiaCyprusCzech RepublicDenmarkDominican RepublicEgyptEl SalvadorFijiFinlandFranceGabonGermanyGhana

LuxembourgMacauMalaysiaMexicoNetherlandsNew ZealandNigeriaNorwayOmanPacific Islands (Palau),Pakistan

ThailandTurkeyUkraineUnited Arab EmiratesUnited KingdomUnited StatesZimbabwe

* 100 extra countries covered

GEOGRAPHICAL COVERAGE

• Over 150 countries covered through our eco-system of Partner and field teams

• Global integration teams in all regions• 3 development teams in France, Morocco, Calabassas

• 2200 Partners worldwide

GET THE MOST VALUE FROM YOUR SOLUTIONS AND INFRASTRUCTURE:

CONTACT YOUR LOCAL BUSINESS PARTNER

ORDER THE PROFESSIONAL SERVICES

ASSISTANCE OR ASSETS THROUGH

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YOUR LOCAL BUSINESS PARTNER.

www.alcatel-lucent.com/enterprise

facebook.com/ALUEnterprise

twitter.com/ALUEnterprise

youtube.com/user/AlcatelLucentCorp

Technology

Gitex2013: YOUR TAILOR-MADE APPLICATIONS