Tata Unified Communications Services

TCL Unified
Communication Services (TUCS)

© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and
TATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm

Market trends driving Communications

1.3 million 3 trillion mins. of video content
Android activations per day. will cross the Internet each month in 2016,
(9/2012, Google) up from 735 billion in 2012. (Cisco VNI)

64% of smartphones sold Nearly 1/3 of the
are Android devices. collaboration market
(Q2/2012 Gartner) will be hosted by 2013. (Gartner, IBSG)

5B mobile subscribers today. Mobile data traffic will be 5x larger
Over 500M access the Internet on their in 2016, than the volume of
mobile devices -(ITU) the entire global Internet in 2005. (Cisco VNI)

Traffic of mobile
business data will reach 2.5 Exabytes per month
in 2016, the equivalent of 853,174 DVDs per hour.
(Cisco VNI)

www.tatacommunications.com | @tata_comm
http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms
TATA are trademarks of Tata Sons Limited in certain countries.
3 3

Key challenges – customer voices

Managing heterogeneous Managing on cost
Pressure heterogeneous Advent of multiple
environment - environment
and productivity smart devices - BYOD
interoperability of -improvements of multi
interoperability
multi OEM equipment OEM equipment

We have over 1000 sites Unified communication with We need to enable end
with different configuration Better TCO and focused to users to use their smart
of telephone systems increase productivity of devices for work without
(PBXs) that require employees using suitable any compromise on
separate contracts to collaboration tools the security
manage and maintain

4

Key challenges – customer voices

Distributed workforce Regulation, Security, scalability
Regulation, decentralize
and inconsistent decentralized control and availability
d control
user experience and inconsistent tools
and inconsistent tools

Our field force needs to We have challenges We need a secured high
be connected seamlessly understanding voice available platform that
and my users in India regulations specially in can meet my future
must have the same parts of Asia and we want growth requirements
experience as users in a centralized administration
Europe and Americas and control with a proactive
network monitoring using
effective tools

5

Key challenges- Voice of our customers

Current Challenges Customer quotes

• Managing heterogeneous
environment - interoperability “We have over 1000 sites with different
configuration of telephone systems (PBXs)

”
that require separate contracts to manage
of multi OEM equipment and maintain

• Advent of multiple smart devices
“ We need to enable end users to use their

”
–BYOD smart devices for work without any
compromise on the security

• Pressure on cost and
productivity improvements “ Unified communication with Better
TCO and focused to increase

”
productivity of employees using suitable
collaboration tools

6

Current Challenges Customer quotes

• Distributed workforce &
inconsistent user experience “ Our field force needs to be connected
seamlessly and my users in India must have

”
the same experience as users in Europe and
Americas

• Regulation, decentralized control
& inconsistent tools “ We have challenges understanding voice
regulations specially in parts of Asia and we
want a centralized administration and control

”
with a proactive network monitoring using
effective tools

• Security, scalability and
“ We need a secured high available platform

”
that can meet my future growth
availability requirements

7

Unified Communications Service stack

A End points Voice Video Smart Devices

Media oriented Collaboration Productivity Integration with
applications applications applications Business applications
B Applications Web, Video, Audio
IM, Email. Presence Document Sharing SCM, CRM, ERP
Conferencing

TCL platform GIPVC & MVOIP- Enterprise Voice Global Network- 42DC-Integrated
C Carrier grade Voice and Video platform 250 plus POP With IP backbone
& network platforms

Installation & Implementation Tools for monitoring & Network
D Service fulfillment and Management
assurance Configuration and Testing Compute servers & virtualization

Service offerings/
E Value added services
Professional Services Support Helpdesk Reporting and Billing

8

Components of TUCS IP Telephony

Full featured IP Interoperability Smart & soft phone based

Features Features Features
• IP desk phones (from • Keep the current PSTN PBX • IP telephony using smart-
Cisco/Avaya etc.) connected and deskphones phones or softphone client on
over the IP network for the laptop, desktop
• H.323/IP trunking with PBX
entire enterprise
management • Compelling event will be
• Compelling event voice cost reduction
• New customer site Solutions elements
• IP network (WAN) Solutions elements
• Move of an existing site
• IP network (LAN and WAN)
• IP telephony server
• Need to replace very old • IP telephony server
PBX • Integration service for PBX
int. • Cloud to deploy the server
Solution elements • Managed services for IP • Laptop/desktop softphone
• IP network (LAN and WAN) backbone client
• IP telephony server • Smartphone softphone client
• Cloud to deploy the server • Managed services for
monitoring, management,
• IP desk phones and support
• Solution integration and • Wi Fi
deployment
• Managed services for
monitoring, management, an
d support
9

Components of TUCS
Audio/Video conferencing

Laptop / smart-phone Dedicated hardware Enterprise-Enterprise VC

Description Description Description
Audio and video conferencing Audio and video conferencing Connect different enterprises to
ability from laptop/ desktop/
using dedicated hardware one another and interoperability
smart-phone (with microphone
and camera) between different VC
Solutions elements technologies
Solution elements
• Cloud to deploy the UC
• IP network server Solutions elements
(LAN and WAN)
• Laptop/desktop conferencing • Hardware (Camera,
• UC server for audio/video client application conference phone)
conferencing
• Managed services

10

Components of TUCS
Collaboration tools

Document sharing
Messenger and presence
and editing
Description Description
Instant messenger for sharing Solution to share documents
text messages immediately (word, ppt, xls) with colleagues
and present information and edit together in a
about colleagues on network collaborative manner
Solution elements Solutions elements
• IP network (LAN and WAN) • Client applications for
• UC collaboration server collaboration
• Cloud to deploy the server • Managed services

11

Components of TUCS
TCL Voice platform

Global, carrier grade voice platform

Description
• SIP Trunking - supports various call types
• On-net to on-net (Closed User Group)
• On-net to off-net (Premises to PSTN –
outbound off-net)
• Off-Net to On-Net (PSTN to Premises –
inbound off-net, uses ITFS/UIFN and DID numbers)

Solution elements
• SIP based carrier grade voice platform
• Integrated to TCL MPLS and internet cloud
• Secured and high availability

12

Service fulfillment and assurance

Provisioning Provisioning
• Robust project management framework Simplified deployment
and configuration
• Milestones and project updates

Assurance
• Helps deliver reliability through pro- Advanced
active fault detection & rapid isolation reporting
• Resolve issues before end user impact Long term trending
and analytics

Advanced reporting
• Analyze trends for planning, resource Assurance
Continuous monitoring
optimization and service quality and diagnostics
• Determine success of collaboration
technology adoption to drive future
investment decisions

13

E Professional Services –Indicative list

Integration with business app Interoperability with multiple OEM
Business
IP telephony
applicationBased
infrastructure
on
APIs • CRM open
Example products
• Self-Service
• MR standards
context
• Call Manager
• Analytics
• Mashups
• Compliance
• Custom reports

Based on open standards Interop based on tested configurations

Benchmarking services Security level assessment

Identifying security
Industry benchmark of
vulnerabilities in the
services offered to our
network and suggesting
customers on annual basis
ways to mitigate the same

Tata Communications can offer comprehensive integrated solutions
14

E TCL Support Desk-End to End support
for all Telephony issues
Phone Single point of accountability
Web 1 for telecom issues
Email
Right and timely escalation internally and
2 externally - keep SLA

3 End user support
TCL helpdesk Problem resolution
and feedback
• Log the Request to helpdesk
• Identify the request Incident and performance reports –status
Area 4 update and performance metrics
• Resolve request
within core expertise
• Route request to Flexible Support to cover customer’s
right resolver group 5 business hours
Resolution team

• Highly skilled and trained resources (CCNP, CCIEs etc)
• End to-end view of voice and UC quality of service of deployed SGS voice network
• Robust processes

15

Security not an option but compliance

• TCL cloud based • Secured network - • Encrypt signal HOME USER
security VLANs, policies etc. and media or
• Largest DDOS • Secured IPT network (TLS,
mitigation and deployment SRTP, VPN)
scrubbing service • Deployment of within and
SBCs at the edge outside the
for SIP NAT enterprise
• Authentication of customer ENTERPRISE
devices on network network
• Secured end points
(hardened voice and
video)

CUSTOMER/
SUPPLIER

16 16

TUCS-Salient feature supported

Single number reach - simultaneous ring on all
phones even on calls to mobile phone

Seamlessly move calls between mobile and
desktop phones

Maintaining a single voice mailbox across multiple
phone numbers

Extension mobility by allowing forwarding to a
mobile device, home phone, or any other phone

Place mobile calls through Office PBX – to gain
cost efficiencies of the office system

18

Business Impact IP Telephony

Operational ROI Return on Collaboration Productivity ROI

Impact driver Impact driver Impact driver
• Reduction in international • Significant improvement in • Improved collaboration
calls connectivity cost for delivery timelines across distributed workforce
usage of voice over IP • For instance, sales
• Effective use of performance review of
• Reduction in meetings collaboration tools between
25-30 people large
travel cost at internal teams can
regional sales team over
regional, zonal and national significantly reduce delays
video over the laptop
level (especially sales in response to end
saving travel and
meets) customer queries
increasing productivity
by 10-15% due to
• Co-creation of a
availability of video rich Vertical wrapper complicated activity
communication over UC
• 50% reduction in through document
turnaround time sharing application
Vertical wrapper
• 10% reduction in overhead
• 10-15% reduction in cost of products Vertical wrapper
telecom expenditure on a • 10-20% increase in
5 year TCO basis productivity due to more
• 20% travel cost reduction time being spent on client
facing activities
19

Return on collaboration (ROC)
Case study: Banking sector

Home loan application
• Faster turnaround time for processing
loan applications
• Instant messaging between manager,
back office and manual adjudicator reduces
time for approval and number of steps
• Messaging with workflow solution enables faster
on-boarding
20-30%
reduction in
turnaround
time

20


Commercial property finance for SME
• Real time chat and conferencing reduces time to
prepare term sheet and finalize negotiations
• Real time collaboration reduces time to collate details
from various departments and do credit approval
• Integrated messaging and workflow reduces product
on boarding time

15-20%
reduction in
credit
approval
time

21


Investment for HNW individual
• Single number makes it easier for clients to contact
their banker
• Mobility solutions enable bankers to process
documents anytime anywhere
• Real time document sharing and integrated view of
customer reduce processing time and enabler faster
turnaround

Increased
customer
satisfaction

22


Credit card limit increase request
• Integrated view of customer across products and
consistent view across channels streamlines and
enhances customer experience
• Presence information helps find best available time
with the manager for the meeting

50% time
saving in
transaction
processing

23

Productivity ROI High productivity improvement
Low productivity improvement Not a target for UC

Product and Reporting/risk
marketing management Front office Middle office Back office management

Current acc. & payments
Limit management Account keeping
Product development Account opening Risk management
loans and mortgages Payments processing
Clearing
Product adjustments Account servicing Credit bureaus loans Statutory reporting
Interest calculation
and mortgages
Debit/credit card Fee processing
Product phase-out Portfolio management
application Deposits and savings
Account keeping
Core

Branch network
Term-deposit-process. Fraud management
development
Loans & mortgages
CRM Application processing Anti money laundering
Contracting
Channel mgmt Collateral mgmt.
Application scoring
Campaign mgmt Early/late collection
Debit/Credit cards
Application processing
Clearing
Statement handling
SOURCE: Mc Kinsey Banking operations
Authorization expert interview
Dispute mgmt.

BO: Doc.mgmt, MIS, Legal and Office Finance, acc
Support print serv., postage HR Communication compliance Auditing support/ ounting, con
Procurement
serv. facilities trolling
.
24 24

TUCS-Fit for purpose
(catering to different employee segments)
# large Bank percent workforce breakout
Relationship Senior Middle/ back office
From Sales force managers management employees
(15,000 / 18-20%) (9,000 / 10-12%) (10,000 / 11-13%) (40,000 / 55-60%)

▪ On the move ▪ Work from home ▪ Work from office ▪ Work from office
▪ No fixed seat office and on the move ▪ Share documents
Usage ▪ Need quick ▪ Need variety of ▪ Need to remain with the other
behavior access to people
and work
modes to connect
to affluent clients
connected to
bank’s data for ▪
employees
Stay accessible to
documents from ▪ Access bank’s key decisions answer queries
customer location internal data instantly
Features

IP desk phone
Voice
conferencing
Video
conferencing

Document
sharing
IM / presence

Mobile UC access
SOURCE: Mc Kinsey Banking operations expert interview
25 25

Large inspection company
Case study

From To

• Depreciated cost, low OpEx • Flexible, per user per month, ‘Pay
• Fit for purpose for today as you
grow model’
• Legacy platform with limited
features • Next Gen platform delivering
business enabling features
• Distributed model = high overhead
• Resilient, centralised solution
• No resiliency
• Low operational overheads
• Limited collaboration tools
• In- depth study of end-user usage
patterns • Bringing cost
efficiency
• Developed detailed Planning sheet
• Future
• Optimized BOM proofing the
• Built resiliency options network
• Increasing
• Integration with global network
profitability


Deployment Scenario 1- Using TCL overlay network

Resilient architecture
Global PSTN
Secured voice network

PBX with logical partioning to have Call Unity Presence
only Outbound Offnet Termination on manager server server
TCL GIPVC with Internet platform
TCL internet
PBX with logical partitioning to have only
outbound off-net Termination on TCL
GIPVC with internet platform

Remote site
Jabber TATA
Jabber
Client
Client MPLS network
SRST
Voice
Regulation compliant SRST
Local
PBX with logical partioning to have PSTN
only Outbound Offnet Termination on
TCL GIPVC with Internet platform Remote Site
Site-to-Site Call
International Outgoing Call
Incoming and Local Call
27

Deployment scenario 2 –
Using customer’s existing WAN Legend

Secondary Core Tata router
Voice capable
Primary 3rd Party
Router
Local / IP Phone
inbound Mobile Cisco
TATA MPLS
Tata MPLS Client
Tata MPLS
Cloud
cloud
Cloud Phone
Edge PSTN
UCS
Platform

WAN
Interconnect
Gateway

Remote site Data LAN
Jabber
Jabber client Remote Customer WAN
client
site

Voice LAN

PSTN
28

Unique value proposition
• World’s largest international voice service provider
Global IP • Relationships with 1600+ plus carriers
backbone • Carrier grade voice priced for enterprises
• Economies of scale to reduce voice costs internationally

• Next-generation voice network enables both IP and PSTN interconnections
Carrier grade to an all-IP global transport core
SIP platform • Available via IPSec to remote workers
• Call routing capabilities in cloud

• Encrypt signal and media or network (TLS, SRTP, VPN)
• Security embedded network-VLANs, policies etc
Security
• Deployment of SBCs at the edge for SIP NAT
• Secured end points (hardened voice and video)

Flexible, modular
• Vendor agnostic support
• Single point of accountability for management of complete
and managed
solution, including legacy endpoints and personal clients
services • Single point of accountability for all UCC services

Regulation &
• PTT partnership in x counties – more countries are being added
• Comprehensive understanding of voice regulations in Asia
PTT partnership • NTP 2012 ready voice network -India
29 29

Where do you see yourself in the journey?
The Transformational journey

Business
transformation

Employee
productivity

Architecture
for growth
Operational
efficiency

Network
convergence

30

Taking Next Step
IP telephony
Replace aging
and limiting Tele-presence
TCL support
PBX technology
helpdesk Accelerate productivity
Single point of and strengthen
contact for all relationships
telephony issues

SIP platform
Mobile
Consolidate your voice
applications Start at any point, go at any pace, infra using SIP to get
Increase productivity
and accessibility
based on business priorities rid of Colos and
TDM PRI

Advanced Conferencing
video Improve team
Improve user productivity
interactions and
experiences

TCL Unified
Communications Services
31

Taking Next Step
IP telephony
Replace aging
and limiting Tele presence
TCL support
PBX technology
helpdesk Accelerate productivity
Single point of and strengthen
contact for all relationships
telephony issues

Example: Use on-premise
SIP platform
Mobile call control and
Consolidate your voice
applications conferencing to lower infra using SIP to get
Increase productivity costs, while delivering rid of Colos and
and accessibility
higher audio quality TDM PRI

Advanced Conferencing
video Improve team
Improve user productivity
interactions and
experiences

TCL Unified Communications Services

32

Taking Next Step
IP telephony
Replace aging
and limiting PBX Tele-presence
technology
Accelerate productivity
and strengthen
relationships

Increase business value
while reducing company expenses
with Tele-presence.

Conferencing
Improve team
productivity

TCL Unified
33

Taking Next Step
TCL support
helpdesk
Single point of
contact for all
telephony issues

Example: Leverage our VC
concierge services and
reservation less booking

Advanced
video
Improve user
interactions and
experiences

TCL Unified
34

Tata Unified Communications Services

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