ALCATEL-LUCENT ENTERPRISE SERVICES VENDOR ASSURANCE, ADDED VALUE, PROTECTION, EDUCATION

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2 ALCATEL-LUCENT ENTERPRISE SERVICES VENDOR ASSURANCE, ADDED VALUE, PROTECTION, EDUCATION Overview for Customers

3 AGENDA 1. Market trends and CIO challenges 2. Expertise for success Professional services Application services Support services Managed services Education services 3. Business model and how to order 4. References 3

4 MARKET TRENDS AND CIO CHALLENGES

5 MARKET TRENDS AND CIO CHALLENGES 37% of CIOs cite need to make business processes more efficient 54% is the average effective usage of enterprise software 54% of organizations will offer end-to-end services by % of CIOs cite top concern as not implementing solutions fast enough From hardware to full software From dedicated network to integrated solutions Blend video, messaging, data and voice to improve collaboration From complexity to simplicity From deskphone to BYOD 5

6 A PALETTE OF SERVICES EXPERTISE FOR SUCCESS VENDOR ASSSURANCE, RISKS MITIGATION Integration services Mentoring, consulting services Project management Resident engineer EXTRA VALUE THROUGH CUSTOMIZATIONS Application services Customized applications INVESTMENT PROTECTION, COSTS CONTROL 24/7, WW support coverage Software support & evolution Hardware support & replacement Multi-year PROFESSIONAL SERVICES SUPPORT SERVICES BUSINESS PARTNERS COMMS NETWORKS PRODUCTS & SOLUTIONS GLOBAL PROJECT MANAGEMENT MANAGED SERVICES EDUCATION SERVICES VENDOR ACCOMPANIMENT Managed services Network operation Capex to opex Performance & change management Hosting Field services ENSURE KNOWLEDGE TRANSFER, ACCELERATED ADOPTION SUCCESS Training courses for our products and solutions Adapted to job function & profiles Multi-media, class, web-based, remote Our premises or on customer site Standard and/or customizable offer 6

7 SERVICES PRESENCE Alcatel-Lucent Centers services professionals; 200 field experts +50 product lines supported 2 Managed Services NOCs with 50 voice and data product experts and a Service Desk 120 trainers 24 training centers Calabasas Lexington Philadelphia Pittsburgh Maidenhead Brest Colombes Portugal Spain Morocco Service Desk, NOC (Scotland) Russia Poland Illkirch Italy UAE Chennai Shanghai Malaysia Singapore Brazil Mauritius Services teams Outsourced Center NOC (Peachtree) South Africa Sydney 7

8 EXPERTISE FOR SUCCESS

9 PROFESSIONAL SERVICES

10 PROFESSIONAL SERVICES FOR NETWORK AT A GLANCE Network infrastructure & Data Centers Provides a complete range of services to ensure Alcatel-Lucent Network technologies are successfully and optimally integrated into end-customers infrastructure and business. VENDOR ASSURANCE PLAN & DESIGN TRANSFORMATION INTEGRATE & DEPLOY HEALTH CHECK ASSESS & MIGRATE DATA CENTERS COMPLETE SERVICES Network consulting Network deployment assistance Network configuration audit Data center network consulting Low-level design Design validation Optimized LAN and WLAN upgrades Project management WLAN assessment Health check for LAN, WLAN Data center low-level design Deployment assistance Resident engineer Network/solution migration 10

11 A STRATEGIC PARTNERSHIP HOW PROFESSIONAL SERVICES REDUCE RISK AND ENHANCE SOLUTION VALUE CHOOSE THE BEST TECHNOLOGY FOR YOUR BUSINESS IMPLEMENT/MIGRATE QUICKLY AND WITHOUT RISK ENHANCE SOLUTION VALUE USE ENTERPRISE SOFTWARE EFFECTIVELY Create a unique business case based on consulting about value Choose the best transformation option Integrate technology and business processes according to your business Risk control Effective implementation Established project management methodologies Extensive integration expertise and experience by your side Solutions fully integrated and adapted to your business Make the most of your technology through backup from Alcatel-Lucent solution and field expertise Customer-centric customizations Innovative, agile methodologies, allowing you to develop only necessary features 11

12 CHOOSE THE BEST TECHNOLOGY FOR YOUR BUSINESS CONSULTING AND PRE-DEPLOYMENT SERVICES THE TECHNOLOGY YOUR BUSINESS NEEDS Helping you align technology and business processes to achieve the most efficient results Analyzing risks and current deficiencies Developing customer-specific transformation and evolution plans in line with audit results CONSULTING SERVICES Create a unique business case Consult on value and ROI Choose the best transformation option Develop proof of concept/ establish solution feasibility Perform architecture and solution audit Develop IP migration strategy DESIGN SERVICES Integrate technology and business processes according to your business Validate the architecture Develop network and solution design 12

13 IMPLEMENT/MIGRATE QUICKLY AND REDUCE RISK IMPLEMENT AND DEPLOY SERVICES IMPROVE IMPLEMENTATION SPEED AND REDUCE RISKS Partner backup in complex transformations Project management and risk control DEPLOYMENT ASSURANCE SERVICES Staging/factory acceptance On-site/on-line assistance Cut-over assistance IP transformation Application/solution integration Project/program management TOP EXPERTISE AT YOUR SIDE Extensive technology and product experience: individual average of 15 years More than 3000 integrations and customizations Extensive Alcatel-Lucent Enterprise and Genesys portfolio expertise ESTABLISHED METHODOLOGIES FOR CONTROL Solution Lifecycle process: Ensures deployment quality and minimizes customer risks during complex transformations ITIL, PMI and MOF best practices Certified in project management practices 13

14 WHAT PARTNERS AND CUSTOMERS SAY ABOUT THE ALCATEL-LUCENT PROFESSIONAL SERVICES One of the many benefits of the Alcatel-Lucent Partner Program is the support we get from Alcatel-Lucent s Professional Services team. This magnifies the help we get from Alcatel-Lucent itself. ANDREY KVOCHKOV, GENERAL DIRECTOR, ALBETA BUSINESS PARTNER Partnering with Alcatel-Lucent to handle the implementation instilled a great sense of confidence. The project had enormous visibility in the community, and the improvements in customer satisfaction and efficiency have justified our investment many times over. OMER SIDDIQUI, CHIEF INFORMATION OFFICER, DC WATER We have built a genuine three-way partnership with Telefónica and Alcatel-Lucent because their Professional Services teams not only understand their products, but bring fresh ideas about how we can efficiently provide services to our citizens. EMILIO RUBIO, DIRECTOR OF ATTENTION TO THE CITIZEN, BARCELONA CITY COUNCIL 14

15 APPLICATION SERVICES

16 ENHANCE VALUE RETURN ON SOLUTIONS THROUGH APPLICATION SERVICES ENHANCE VALUE AND EFFECTIVENESS Rapid value through assets Solutions fully integrated and adapted to your business Make the most of your technology through backup from Alcatel-Lucent solution and field expertise OFF-THE-SHELF ASSETS: 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 CUSTOMIZATIONS: 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 endto-end services ENHANCED SOFTWARE EFFICIENCY Innovative, agile methodologies allow us to create only necessary features for your business Openness to change and evolutions Enhanced value return 16

17 ANSWERING YOUR EXACT NEEDS A UNIQUE MIX OF EXPERTISE, AN OFF-THE-SHELF PORTFOLIO AND ENDLESS CUSTOMIZATION POSSIBILITIES BUSINESS CASE CREATION Needs assessement Technology analysis Business alignment AGILITY Collaborative development Rapid response to change Enhanced user adoption OFF-THE-SHELF ASSETS Rapid value Low risk Fast implementation CUSTOMIZATIONS High added value High integration Radical differentiation Speed and low risk (assets) Full technology/business/processes alignment Existing technology and investment capitalization Strong differentiation and maximized value Agility to change 17

18 RICH APPLICATIONS OFFER AN APPLICATION FOR EVERY NEED OMNIPCX RECORD SUITE Packaged recording application compatible with Alcatel-Lucent OmniPCx Enterprise Communication Server Simple to install and use Call recording; screen capture; coach module Latest reference: DC Water IP DESKTOP SOFTPHONE FOR MICROSOFT WINDOWS, APPLE IPAD, APPLE IPHONE Softphone on personal device allows device users to make and receive calls on the enterprise network Order at Apple store BUSINESS CONTACT STANDARD EDITION Intelligent routing for branch environments Fewer lost calls through accurate contact and full call tracking Packaged version Engine Built-in routing strategies Fixed price Currently more than 100,000 users worldwide 18

19 RICH APPLICATIONS OFFER AN APPLICATION FOR EVERY NEED NEW CLICK TO CALL PLUGIN Easy-to-use click to call application: Toolbar or browser plugin Simple to install and use Fully compatible with OmniPCX Enterprise SMART GUEST APPLICATIONS Hospitality-specific applications package for award-winning Alcatel-Lucent 8082 My IC Phone Room automation and advanced hotel features (for example, a weather forecast application) in addition to hotel services (wake-up, notifications, etc) Latest reference: 45 Park Lane INTEGRATED COMMUNICATIONS FOR CONTROL CENTERS Industry-specific fully integrated agent terminal (touchscreen) Multimedia: voice, radio, video, CCTV, industrial systems control (SCADA) Full call tracking and intelligent routing Conferencing options High availability 19

20 WHAT PARTNERS AND CUSTOMERS SAY ABOUT OUR APPLICATIONS We were proposing [to the customer] a solution based on Alcatel-Lucent OmniPCX Enterprise. This not only simplifies implementation, it also helps make clearing customs and national security regulations far easier. It became clear that the new OmniPCX Record would simply be another fully integrated part of the same solution, massively reducing the administration needed to import it. ANDREY KVOCHKOV, GENERAL DIRECTOR, ALBETA The technology had to match that luxury type of product our customers had in their homes One of the features we liked about the 8082 was that the handset could be Bluetooth. This is really important because is gives a clean look to the phone. It also enables the customer to walk around the room whilst they re on the phone. Alcatel-Lucent allowed us to put together a very good comprehensive package [of Smart Guest Applications] that enabled our customers to control their room from their set. MARK CAMPBELL, CHIEF INFORMATION OFFICER, DORCHESTER COLLECTION The Alcatel-Lucent solution [OmniPCX Record] has dramatically enhanced our capabilities by enabling greater visibility and control of just how effectively we are communicating among ourselves and with our customers. We look forward to continuing our partnership and pushing the boundaries of what we can achieve together even further. CHRISTOPHER CAREW, CHIEF OF STAFF, DC WATER The Alcatel-Lucent Soft Panel is a great management tool. The Management Team monitors calls throughout the day; the thresholds allow us to quickly identify if we don't have enough agents available, which helps us with scheduling. It also allows us immediate visibility if we don't have enough Advanced agents staffed for our Elite and Preferred Customers, since we need to ensure those customers are receiving our best service. CONTACT CENTER MANAGER, SUNRISE MEDICAL 20

21 ALCATEL-LUCENT ENTERPRISE TOP EXPERTISE BY YOUR SIDE THE PROFESSIONAL SERVICES TEAM Global team of 200 integration and development experts Extensive technology and product experience: individual average of 15 years Team has delivered over 3000 integrations and customizations Certified in the Enterprise and Genesys portfolios Certified in project management practices Over 10,000 square meters of testing labs and data centers Close cooperation with R&D, Technical Support, Education Services EXPERTISE COMMUNICATIONS Alcatel-Lucent OpenTouch OmniPCX Enterprise Alcatel-Lucent OmniVista 8770 Network Management System Video collaboration Contact Center NETWORKS Enterprise networks: Alcatel-Lucent OmniSwitch 10k, Alcatel-Lucent OmniSwitch 6850/6900 Stackable LAN Switch, OmniSwitch 9700/9800 Chassis LAN Switch, Alcatel-Lucent OmniVista 2500 Wireless LAN VitalSuite VitalQIP Digital signage INDUSTRY-SPECIFIC Transportation Industry Defense Education Hospitality Finance Public authorities 21

22 SUPPORT SERVICES

23 SOLUTION PREMIER SERVICE EXTENSIVE SUPPORT OFFER THROUGH OUR PARTNERS PROBLEM DIAGNOSIS AND CORRECTION; AGGRESSIVE SERVICE-LEVEL AGREEMENTS* PROACTIVE SOFTWARE PATCHES AND MAINTENANCE RELEASES IMMEDIATE ACCESS TO ALL MAJOR PRODUCT ENHANCEMENTS AND MINOR SOFTWARE RELEASES * With committed response and resolution time to our partners 24x7x365 REMOTE TECHNICAL ASSISTANCE DURING BUSINESS HOURS IN GERMANY, FRANCE AND SPAIN MULTI-CHANNEL CUSTOMER CARE: , TELEPHONE, FAX, WEB, CHAT PARTNER ACCESS TO A COMPLETE DOCUMENTATION AND INCIDENTS KNOWLEDGE BASE COMPREHENSIVE COVERAGE AND FLEXIBILITY OmniPCX Enterprise, OpenTouch systems and applications are covered under one contract and with one payment the first year A la carte application support for renewals 23

24 PEACE OF MIND SOLUTION PREMIER SERVICE (SPS) EASES YOUR MIND THROUGH: Complete support offer through our global network of Business Partners Rapid diagnosis and resolution of critical problems Deep knowledge of your Alcatel-Lucent systems and applications Immediate availability of upgrades, updates and patches at no cost Prompt incident-based support Additional technical expertise when necessary Vendor protection 24

25 ALCATEL-LUCENT SUPPORT BENEFITS REDUCE RISKS AND VULNERABILITY WINDOWS CONTROL COSTS PREDICTABILITY DRAW GREATER VALUE FROM EXISTING APPLICATIONS REDUCE COMPLEXITY AND IMPROVE KNOWLEDGE IMPROVE IT SUPPORT AGILITY, QUALITY AND STABILITY FOCUS ON BUSINESS PROCESSES RATHER THAN TECHNOLOGY 25

26 CONTROL COSTS PREDICTABILITY PREDICTABLE SUPPORT COSTS Through our Business Partners you can benefit from: Flat annual fee for upgrades and support Fixed OPEX for upgrades Stable pricing for the life of the system Price for service contracts locked in for multipleyear periods 26

27 RISKS OF AGING INFRASTRUCTURES AND HOW ALCATEL-LUCENT CAN HELP OVERCOME THEM MULTI-YEAR SUPPORT COVERAGE BENEFITS Underestimated costs of aging infrastructures The likelihood of equipment failures increases No service level agreement (SLA) for End-of-Life (EOL) equipment Costly intervention fees Incompatibility with new standards and protocols Further costs (such as employees using personal devices instead of the aging equipment) Benefits of alcatel-lucent support to enterprises with aging systems Up-to-date systems and stability Access to latest technologies and features Continuous architectural enhancements Assurance of vendor support Continued savings on the upgrade costs through an OPEX approach Reduce risks and always be up-to-date and supported Always have fully supported software with the latest functionality Enhance cost visibility and predictability Anticipate and minimize technology evolution costs Save on upgrade and one-time-intervention costs Turn CAPEX into predictable OPEX Reduce costs Multi-year contracts have a lower price Reduce administrative hassle and focus on your business Multi-year contracts save time and money spent on administrative tasks related to renewals 27

28 GIVING YOU THE BEST SUPPORT QUALITY EXCELLENT SERVICE LEVELS AND CUSTOMER SATISFACTION RATES Service provided to our partners at aggressive service levels for response and resolution times Excellent customer satisfaction rate: between 90% and 95% [1] ISO 9000 certified All our partners commit to support delivery service capabilities through the Alcatel-Lucent Enterprise Distributorship Agreement. Alcatel-Lucent is responsible for on-going verification of these capabilities. [1] Results of annual quality survey of our partners: 94% (quality of welcome), 92% (communication), 92% (response to request), 90% (answer efficiency), 93% (technical expertise), 92% global satisfaction. 28

29 MANAGED SERVICES

30 SEAMLESS SOLUTION MANAGEMENT WITH STANDARDIZED SERVICES COMPLETE OFFER, INCLUDING TURNKEY SOLUTION, SERVICES AND COMMITTED QUALITY LEVELS. ALCATEL-LUCENT ENTERPRISE COMMUNICATIONS AND NETWORK SOLUTIONS COMPLETE PALETTE OF SERVICES BUILD Site survey VoIP and radio coverage assessment Configuration design On-site installation Hosting OPERATE Service desk Change management Evolution management Performance management MAINTAIN Fault management On-site break-fix Proactive maintenance 30

31 BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES TO CUSTOMERS WHY SHOULD YOU CONSIDER OUTSOURCING YOUR ALCATEL-LUCENT SOLUTION OPERATIONS? OPTIMIZED INFRASTRUCTURE One-stop shop for products and services; dedicated Global Program Manager COST CONTROL AND PREDICTABILITY Price-per-user (PPU) model; move to OPEX; ability to control set-up, management and staff costs REDUCED RISKS Committed Service Level Agreements (SLAs); transfer of support tasks to Alcatel-Lucent; centralized alarm monitoring MINIMAL LEARNING CURVE Skills transfer; customized training and e-learning plan COMMITTED SERVICE CONTINUITY AND EVOLUTION Preventive maintenance and backups; evolution management 31

32 BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES TO PARTNERS CREATE NEW BUSINESS OPPORTUNITIES WITH ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES NEW BUSINESS OPPORTUNITIES Deliver services to distant or offshore customer sites ENHANCED BUSINESS AGILITY AND FASTER TIME-TO-MARKET Fast response to customer expectations speeds new technology time-to-market REDUCED CAPEX AND OPEX Related to managing multiple subcontractors; outsource spare parts stock and logistics; optimize engineering resources ENRICHED OFFER AND CAPABILITIES With the latest Alcatel-Lucent Enterprise technologies and Alcatel-Lucent expertise backup 32

33 KEY TAKE-AWAYS AVAILABLE EVERYWHERE where Alcatel-Lucent has a local partner MODULAR Customers can choose the appropriate services according to their in-house technical skills or geographical coverage A COMPLETE SERVICES OFFER from multilingual hotline to problem resolution and on-site interventions HOMOGENEOUS QUALITY OF SERVICE One single worldwide SLA; unified quality and reporting HIGH-LEVEL EXPERTISE Alcatel-Lucent experts, ITIL processes and a global network of field technicians trained in the latest technology 33

34 EDUCATION SERVICES

35 EDUCATION SERVICES AT A GLANCE BENEFIT FROM VARIOUS TRAINING METHODS Classroom, virtual class, individual learning and virtual labs: On the Enterprise Portfolio Whatever your knowledge level and profile Using appropriate media and delivery mode Standard or customized training At our premises or at your site 35

36 USE EDUCATION FOR BUSINESS GROWTH COMPETENCY TRANSFER WORLDWIDE PRESENCE RECOGNITION STATE OF THE ART A strong network of experienced expert instructors; a training offer for every business profile and need Delivery capabilities around the world; regional training centers and local trainers A certification program recognizing skills compliant with Partner Program Benefit from 25 years of experience in training design and delivery EDUCATION IS THE MOST POWERFUL WEAPON WHICH YOU CAN USE TO CHANGE THE WORLD. NELSON MANDELA 36

37 STATE-OF-THE-ART TRAINING INNOVATION GREEN TOUCH SELF-PACED STRATEGIC Using latest technologies, multimedia, virtualization and remote access Electronic format, reducing carbon footprint; secured and easy to update Using multimedia support, multiple devices, videos and training guides Ensuring the durability and efficiency of your investment in people 37

38 A CUTTING-EDGE LEARNING ENVIRONMENT Enabling students to build their own learning environment based on their: Personal context Work environment Connection type Devices CLASSROOM, ONLINE, BLENDED, AT ANY TIME, QUICK, SHORT LEVERAGING NEW MEDIA: VIDEO, MULTIMEDIA, AND SO ON 38

39 BUSINESS MODEL AND HOW TO ORDER

40 GLOBAL ECOSYSTEM GEOGRAPHICAL COVERAGE Over 150 countries covered through our ecosystem of field teams Global integration teams in all regions Three development teams in France, Morocco and the US Andorra Argentina Austria Australia Bahrain Belgium Bosnia/ Herzegovina Brazil Brunei Bulgaria Canada Central Africa Chile China Colombia Croatia Cyprus Czech Republic Denmark Dominican Republic Egypt El Salvador Fiji Finland France Gabon Germany Ghana Greece Guadeloupe Hong Kong Hungary Iceland India Indonesia Ireland Italy Japan Jersey Jordan Kenya Kuwait Lebanon Liechtenstein Luxembourg Macau Malaysia Mexico Netherlands New Zealand Nigeria Norway Oman Pacific Islands (Palau) Pakistan Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Saudi Arabia Singapore Slovakia Slovenia South Korea Spain Sweden Switzerland Syria Taiwan Thailand Turkey Ukraine United Arab Emirates United Kingdom United States Zimbabwe * 100 extra countries covered 40

41 GET THE MOST VALUE FROM YOUR SOLUTIONS AND INFRASTRUCTURE: CONTACT YOUR LOCAL BUSINESS PARTNER ORDER THE PROFESSIONAL SERVICES ASSISTANCE OR ASSETS THROUGH YOUR LOCAL BUSINESS PARTNER. FIND A PARTNER THROUGH THE PARTNER LOCATOR AT: Or use the following links: EMEA APAC CALA US/CANADA 41

42 REFERENCES

43 REFERENCES AND MANY MORE 43

44 ALCATEL-LUCENT ENTERPRISE YOUR PARTNER TO CHANGE THE CONVERSATION 500,000 CUSTOMERS FROM SMALL TO MULTINATIONALS IN EVERY INDUSTRY: FINANCE, HEALTHCARE, RETAIL, HOSPITALITY, EDUCATION, PUBLIC SECTOR, AND SO ON #1 EMEA LEADER IN CORPORATE TELEPHONY, INCLUDING UNIFIED COMMUNICATIONS FASTEST GROWTH IN NETWORKING, GAINING MARKET SHARE IN EVERY REGION AND OUTPACING THE MARKET: WIRELESS AND WIRED, CAMPUS LAN AND DATA CENTERS TRANSFORMING THE WAY PEOPLE COMMUNICATE 44

45 twitter.com/aluenterprise facebook.com/aluenterprise youtube.com/user/alcatellucentcorp