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Wicom
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IP Telephony ApplicationsWicom Communications Oy
25.01.2000
Panu Suhonen, SW Development Manager
TKK
Wicom
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Content
• Introduction• Why is the convergence happening now?• Implications• Technology• Case: Wicom Communications Oy
?
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Wicom
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Introduction: Focus
Subscriber 2
Company N Subscriber n
Company 1
Company 2
Subscriber 1
PSTN
1. Focus on organizations
2. Communication Management
Telephony Communication Management
3. Not an ’Internet phone’
Wicom
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Introduction: Approach
Commercial
Technical
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Wicom
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Voice over IP - Why now?
VoIP
Enabling Factors- Processing power- Network capacity, VPNs- QoS, H.323, TAPI
Market Drivers- Deregulation- Focus on core, outsourcing- Demand for call centers
Wicom
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Implications
VoIP
New way of using- ’click-n-call’- Directory Integration- Intuitive user interface- Ease of integration
New players- Loosers: Traditional telcos,
CS manaufactures- Winners: ASPs, Networking
Companies,IT Consulting
New applications- Integration to wireless(WAP,
WLAN, GPRS)- Multimedia telephones- OPEN Environment
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Wicom
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Technology
• TAPI• H.323• QoS• Nokia plattform• Cisco plattform
Wicom
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Technology: TAPIInteractive VoiceResponse (IVR)
Application
Voice MailApplication
Call CenterApplication
Telephony API(TAPI) TAPI
Classic Telephony IP Telephony
PBX
Network
Call ControlApplication
IP ConferencingApplication
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Wicom
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Technology: H.323
• The H.323 standard provides a foundation for audio, video, and data communications across IP-based networks.
• Terminals, Gateways, Gatekeepers, and Multipoint Control Units.
• DesktopVideoconferencing
• Internet Telephonyand Videotelephony
• Collaborative Computing
• Network Gaming• Business Conference
Calling• Distance Learning• Support and Help
Desk Applications• Interactive Shopping
Wicom
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Technology: QoS
• Bandwidth• Latency• Jitter• Coexistence
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Wicom
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Technology: QoS
• Preference (preference Bit or preference port)• Package size• Vendors support different weighing and
preference algorithms.
Wicom
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Technology: Nokia plattform
• Gateways• Call Processing Server• Service Control Node• Vienna Configuration Tool• Client Products
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Wicom
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Technology: Cisco plattform
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Wicom
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Conclusion
The transition from switched circuit phone systems to IP-based phones is comparable to the transition from typewriter to word processor software.
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Wicom
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Case
Wicom Communications Oy
Wicom
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Wicom Communications
• Founded 1989• Background in CRM and CTI• Current Product: CRM
(Sales Power)• Domestic Sales in Finland
a Merlin Group Company
Merlin Systems Oy
• Spin-off 1999• Focus on communication• Current Products: VoiceFax
Server, Wicom CSS VoIP Applications
• Global approach through few good Partners
• ASPs, OEMs, VARsTools for CommunicationManagement
Wicom
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Wicom
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Wicom FrameworkFocus in value adding components
TCP / IP NETWORK
Wicom ECSEnterprise Communication Suite
Wicom CSSCommunication Service Solution
VoIP SoftwareVoIP Hardware
CUSTOMER
Data transmission capabilities
Call transmission capabilities for IP network
Telephony and enterprisecommunication features
Communication solutionsas service, outsourcing
Val
ue a
dded
com
pone
nts
Tec
hnic
alpl
atfo
rm
Cus
tom
erpe
rspe
ctiv
eTe
chno
logy
pers
pect
ive
Wicom
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TCP / IP NETWORK
• 64 Kbits – non compressed• 14 Kbits – compressed• QoS- quarantee
– Bandwidth– Latency– Priorization of Voice
Wicom Software
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
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Wicom
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VoIP HW and SW
• Gateways (PSTN ßà IP)• Gatekeepers (Call controll)• Nokia, Cisco + many others• H.323, TAPI, Client TSP
Wicom Software
Wicom Service Concept
TCP / IP NETWORK
VoIP SoftwareVoIP Hardware
Wicom
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Wicom ECS
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom CEMCommunication Event Manager
Enterprise Communication Suite
Cal
l Que
ue
IVR
Info
rmat
ion
Syst
em
AC
D, A
MD
Fax
Rec
eive
Fax
Send
Con
fere
nce
Voi
ce M
ail
Onl
ine
Mon
itorin
g
Log
Rep
ortin
g
Cal
l Rec
ordi
ng
ClientCOM
(for externalinterfaces:
CRM, ERM)
Contact Center FrameCall Center
AgentSwitchboardContact Center
Agent
VIP PRO(with info)
VIP PRO+(Secretary)
VIP(virtual phone)
SoftwarePlatform
ApplicationModules
End UserInterfaces
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Wicom
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Call Center
• Automatic Call Distribution• On-line Monitoring • Call Center Agent
– Virtual Phone– Client COM, interface to CRM
• Call Queue Facility– A-number filtering
• DTMF-filtering (IVR)• Call Recording• Reporting/Management Tools
Available system modules
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom
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Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom Call Center
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Wicom
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Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom Call Center
Wicom
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Wicom Call Center
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
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Wicom
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Switchboard
• Full Switchboard Functionality• Call Queues
– With IVR and ACD options
• Integrated Information System– Directories and LDAP– Passage Control Link
• Location Independent UI• Integration to other systems
– SMS, E-mail
• Log and Reporting• Management Tools
Available system modules
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom
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Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
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Wicom
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End user devices
• Wicom VIP Pro– call, transfer, forward, divert,
consultation call etc.– personal IN, personal queue– integrated information system– Voice Mail, SMS– open client COM for
system integration– various hand sets and head sets available
• IP phones– traditional functionality and look & feel
Advanced virtual phone, or standard IP phone
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom
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or...
• Wicom ECS can be used for example through a CRM
• The telephone functionality is in the background
• Client COM is the key
Wicom Service Concept
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
...there is no specific user interface at all!
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Wicom
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Wicom CSS Architecture
Wicom Service Center
Company 1
Company 3
IPNETWORK
Gatekeepers
TAPI
Wicom CSSServers
Gateways
PSTN
INPBX-
Network
Call Center 2
Service Center operated by ASP
Link toPBX network
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom Service Concept
Wicom
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Centralized ServicesDistributed Gateways, Virtual Private Networks
VoIP SoftwareVoIP Hardware
TCP / IP NETWORK
Wicom Software
Wicom Service Concept
Customer 3
Application Service Provicer
Cust. 1 BO
Cust. 2 BO
Customer 2 HQ
ASP Branch Office 1ASP Branch Office 2
Customer 1 HQ
Cust. 1 BO
PSTN PSTN
CSS Service Center
PSTN3-4 x E1
E1E1
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Wicom
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New marketing channel
Traditional PBX• Integrated system
– hardware&software
• Single supplier• End user leashed to
supplier• Separate system
Wicom CSS• Solution built on best
components in industry– hardware & software
& options
• Option to change• Several suppliers• Integration to existing
service concepts
Wicom
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Service Portfolio
OfficeToolsOfficeTools
Operativesystems
Operativesystems
IntranetIntranet
Mobileoffice
Mobileoffice
Telephony,Conference
Video
Telephony,Conference
Video
Archive,Dataware-
house
Archive,Dataware-
houseCalendarCalendar
Bulletinboard,News
Bulletinboard,News
ExtranetExtranet InternetInternet
SecuritySecurity
Communication servicesCommunication services
Telecommunicationnetworks
Telecommunicationnetworks
WorkflowWorkflow
DesktopDesktop
MailMailMessagingdirectory
Messagingdirectory
Workstation managementInstallation tools
Software distribution
Workstation managementInstallation tools
Software distribution
Service interfaceService interface
Telephony as part of IT service concept
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Wicom
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Client Perspective
• Fast and smooth implementation– telephony outsourced to
service provider– modularity– fast set up time
• Drastically lower total cost of ownership– no hidden costs– single network
administration– Reliability– Small initial investment
• Increased productivity through enhanced functionality– unified communication– service level is not limited
by system functionality
• Future-proof expandability– total scalability– open platform support in
industry standards
Wicom
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Communication Service SolutionWicom CSS Benefits
• Scalability• Flexibility• Full service concept
with single supplier• Enhanced functionality• Total cost of ownership• Administration savings• Resource savings• Clear growth path
• Cost and resource savings
• Future proof• Increased productivity• Improved control• Focus on core business• Easy implementation• Maintainability
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Wicom
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Wicom CSS BenefitsScalability
Wicom CSS• Number of offices and
users can easily be adjusted
• Additional features can easily be implemented to open platform
• Version upgrades managed in service center
• Costs based on usage
Traditional PBX• Scaling possible but
hardware intensive and very expensive
• Additional features expensive and limited
• Continuous version upgrades require local installations and cause extra costs
Cost savings,future proof
Wicom
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Wicom CSS BenefitsFlexibility
Wicom CSS• Web interface offers
location independent services
• Option to distribute or centralize switchboard operations
• Longer service times• Possibility to move end
user devices without re-configuration
Traditional PBX• Users are wired to one
location• Excess number of
switchboard operators• Moving requires re-
programming and cable adjustments
• Working time lost due to inflexibility
Cost savings
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Wicom
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Wicom CSS BenefitsEnhanced functionality
Wicom CSS• Full functionality
available– Info-system for all users– Voice Mail, Personal IN,
SMS, E-mail– Call center agent– On-line monitoring– IVR, ACD, Call recording
• Open platform for system integration
Traditional PBX• Additional features
limited and costly• Proprietary hardware
platform limits integration options
Productivity
Wicom
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Wicom CSS BenefitsTotal cost of ownership
Wicom CSS• No hardware
investments• Single network• Low administration
need• Easy management with
single supplier• No hidden costs• Full controls on costs
Traditional PBX• High investments on
proprietary hardware• Double networks• Expensive
administration• Multiple suppliers• Plenty of hidden costs
Cost savings
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Wicom
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Additional saving options
• Internal calling costs– domestic and international
• Outgoing calling costs– least cost routing
Wicom CSS Benefits
Wicom
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Wicom CSS BenefitsClear growth path
• Gradual implementation, office-by-office– call routing with PBX while implementing IP
telephony– conversion of old info systems
• Total scalability supports both growth, down scaling, and organization changes
• Smooth implementation of enhanced features afterwards
Easy implementation, full control, future proof
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Wicom
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