no line on the horizon
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TRANSCRIPT
No Line On The Horizon
Stutler Technologies User Group MeetingFebruary 25, 2010
Bob AndersonSr. Account Manager
Metaswitch Networks
Wireline Is In Decline
… Across All Demographics
Separation of Services from Pipes
What You Are Facing…“The idea of charging for calls belongs to the last century”
NiklasZennströmCEO and Co-Founder, Skype
“We’re on a steady march… we're not just doing this to reduce prices ”
Brian RobertsCEO, Comcast
August 2009: • 480 Million Subscribers• 23.6 Billion Skype-Skype minutes• 2.9 Billion Skype-Out minutes• $600 Million in FY2008 (estimated)
Goal:10 Million phone subscribers by 2010
What You Are Facing with Business
• Rapid move from traditional to IP Centrex and IP-PBX
• IP Centrex service provider need not be local (e.g. Covad)
• Rapid move from traditional to IP- PBX
• Trunks will follow lines – TDM trunk to converged SIP + data pipe (provider need not be local)
Sources: IDC, InfoTech / TIA
U.S. PBX Revenue ($M)
0
1000
2000
3000
4000
5000
6000
1999 2002 2005 2008
IP/Converged
Traditional
You Don’t Have to Get It, to Get It
“Societies or companies that expect a glorious past to shield them from the forces of change driven by advancing technology will fail and fall.”
– Rupert Murdoch, 75-year-old Founder, Chairman and CEO, News Corporation, March 13, 2006
(News Corp has spent $1 Billion on Internet acquisitions, including $400M for MySpace.com)
Unprecedented competition between telco, cable, wireless and “over-the-top” providers
Continuous evolution to packet-based, software-driven networks
Key Trends
Shifting expectations of always-connected “digital generation”
Implications for Carriers
Service innovation at the speed of Google Labs, not Bell Labs
Multi-screen interface to personalized services
“Horizontal” service delivery architecture for IMS, NGN and legacy networks
… all while meeting customers’ demand for quality and reliability
Recover Minutes Lost to Wireless
Make ExistingFeatures
Usable
Offer Enhanced Services
Best use of switching and applications
• Subscribers manage own phone services
• Easily configurable, brandable, extensible
• Consistent across standard Class 5 and advanced services
The Dashboard provides “at a glance” access to commonly-used features and settings
Customer Self Care: Web GUI“Personalize the subscriber experience”
Internet Access to Service Settings
• Access services settings instead of * codes
• Separate settings for teen-line, etc.
• Subscribe to new services– Creates secure billing
record for automated processing
– Lowers barrier to adoption of value-added features
A subscriber Web portal reduces CSRcosts, increases customer satisfaction,and encourages subscribers to try outnew services!
A subscriber Web portal reduces CSRcosts, increases customer satisfaction,and encourages subscribers to try outnew services!
• Simplify Call Services Using Names/Groups instead of Phone Numbers
• Access contacts anywhere• Assign contacts to groups
(i.e. VIP, Family, Friends)• Synchronize with Outlook
and Corporate Directories via LDAP
Network-based Contacts
Advanced Call Management• Call management
configures all call terminating services
• Makes complicated traditional services useable– Makes clear what
has been configured
– Avoids confusion over rules precedence
Find-me / Follow-me
Weekly Schedule
Unified Messaging• Not your “plain old voicemail”
• Unified Messaging: any message, any device– Voicemail and Fax– Visual Voicemail / Message via
Customer Portal– Forward messages to email– Converged mobile / wireline mailbox
Live Message Screening
VM/UM
“Hi Jane, it’s Mike, please pick up if you’re home”
• Lack of call screening is number one reason for resistance to network voicemail
• Subscribers retain personal answering machines
Live Message Screening addresses this need
• One-way media for screening call
• Local subs get distinctive ring (or auto-answer to SIP phone)
• Universal application for business, residential, wireline, wireless
“Please Leave a Message After the Tone”
Visual Voicemail on TV
Widget Integration
WIRELESS?
How can we tie into
Traditional Fixed / Mobile Dichotomy
Great quality, reliability, features, but…
• Tied to one location
Great mobility, but…• Different number from landline• Two separate voice mailboxes• Bad reception indoors• Two bills to pay every month –
with separate minute buckets• Different services from landline
Users Want the Best of Both Worlds• Ease of use • Straightforward billing• Applies to residential and
business
• Features that merge with digital lifestyle
The Bottom Line on FMC for Wireline carriers
• Basic “one number” / “find-me follow-me” service has significant value for users
• Enhanced “one number” service can provide even more value but require partnerships
• Upgrade network infrastructure to IP to be ready for IMS
Voicemail Apps for Mobiles• AppStore/Widget
Environments– iPhone– BlackBerry– Android
• Provides Feature-Rich VoiceMail Interface
FMC: Voicemail to SMS
• Notification of new voice messages via SMS
• Text includes identity of caller and time of message deposit
• Next: Message Transcription (aka Voice to Text)
FMC: Using a Mobile Phone as a “remote”
• Increasingly, people use their mobile phone as their Address Book
• Syncing across devices and platforms is not perfected
FMC: Using a Mobile Phone as a “remote”
• iPhone app• Use iPhone address
book to launch a click-to-dial call to your landline
PhoneRemot
SMB
How can I better serve the
Market?
Hosted PBX: Key Requirements
Call FeaturesResidential feature set plus:• Shared Line Appearance• Attendant Console• Call Park / Retrieve• Multi-Line Hunt Groups• etc etc
Enhanced Services
SIP Phone Support Self-Service Administration
• Unified Messaging• Auto-Attendant• Media On Hold• Conferencing• Paging• etc etc
The latest SIP phonehardware . . . but user interface must follow established andfamiliar patterns.
The Web portalis a powerful tool for attracting and retaining customers.
Since installing your VoIP system, what new features do you use?
Core Feature Demands
Potential to Upsell Other and Managed Services
vs. 39%
vs. 17%
vs. 13%
What other services would you consider buying from a single VoIP provider? (< 100)
Business Group Administration•The same powerful
interface for administration of Business Group (BG) functions• Lines, intercom codes, short
codes, account codes• MADNs, MLHGs, Call Pickup
groups• Auto-Attendant and Music On
Hold
•Multi-tier BG admin support• Can define multi-tier BG
hierarchy with multiple admins
• Each admin has access to lines at his / her level and below
Provisioning Server Simplifies Management of IP Phones
SIP Business Phones and XML Apps
Soft keys
Programmabledisplay
Conclusion
• Wireless doesn’t mean the death of wireline
• ‘Sticky’ features will keep customers
• SMBs will continue to use wireline
• You CAN retain your customer base with the right features and solutions!
