1 La Transformación en el Acceso Estrategia, Operación y EvoluciónAlcatel-Lucent PowerPoint Design Guidelines When necessary Portfolio/Program Name can wrap to a second or third line to maintain consistent typographic spec For title slide only, a 5% gray background has been added General specifications Page Setup set to “On Screen” format Update footer to include appropriate “Portfolio/Program Name” Ensure that only one font “Trebuchet” is used throughout. Following pages provide font sizes for text and graphic pages. Ensure all text boxes sit in proper location. Sometimes the automatic PowerPoint settings are not exact Titles on slides, Agenda and Division pages use “Title Case” Text is set predominantly with regular weight. Bold Trebuchet is used to highlight key words or phases When a slide has more text than comfortable fits on the page using standard font sizes, treat this instance as an exemption and reduce the font size of the entire block until it fits For graphic only slides, use as much of the object area as possible to enhance legibility and emphasis Slides with multiple logos should be adjusted so all logos appear visually equal in size and weight Please remove any tinted or light color backgrounds from slides other than Agenda and Division slides Gustavo Tonini AND CALA RSC Octubre 2007 Porque el mundo siempre está en movimiento

2 Agenda 1. Tendencias Mundiales en Banda AnchaLas Necesidades de los Operadores Las Soluciones a las Necesidades 4. Conclusión Agenda Pages This page allows for the listing of the sections within a presentation.

3 1 Tendencias Mundiales en Banda Ancha Divider Section Break PagesTitle block set 28/32pt Trebuchet white, flush left with text box positioned at, Horizontal 1.87” and Vertical 2.87” This slide is to be used to create Section Divider slides Please copy, paste and modify this slide to reflect your specific needs. It is not generated from a Master slide template

4 Situación del DSL en el MundoTechnology Number of Subscribers % of Subscribers DSL 184,934,032 65.70 Cable 62,810,493 22.31 FTTx 29,749,662 10.57 Other Access Technologies 3,213,646 1.14 Satellite 784,750 .28 Total 281,492,583 100 Source: Data provided for the DSL Forum by Point Topic IPTV becoming a global reality in 2007 DSL Forum data estimates that Global IPTV subscribers will Reach 14.5 millions in 2007 (192% more than 2006), reaching 63 millions by 2010.

5 Situación del ADSL en el Mundo y en LatinoaméricaArgentina Mexico Brasil Chile Peru Uruguay Panama El Salvador ADSL/POTS CALA Average 12% Venezuela Nicaragua Honduras Guatemala Source: Data provided for the DSL Forum by Point Topic

6 La Evolución de la Banda Ancha en LatinoamericaCrecimiento POTS (2006/2007) Casi sin Crecimiento!! Crecimiento Usuarios de Internet +20% Penetración (Pob.) 2006: 16% Crecimiento ADSL (2006/07): +40% Penetración (Pob.) 2006: 2 % Penetración PC sobre Población (2006): 15% La Penetración de PCs limitará la penetración de ADSL!!! Solución: Sacar la Banda Ancha de la PC => 3PLAY!!!!!

7 Fibra en el Acceso: Clave para un mercado masivo de Triple PlayCO Cabinet MDU/OSP % of homes (Europe) VDSL2(*) ADSL2+(*) 3.0km CO 80% - 9Mbps 1.0km CO 20% 25Mbps 18Mbps 1.0km FTTN 100% 50Mbps 24Mbps <0.5km FTTB/C 100% 100Mbps 24Mbps FTTU/ PON 100% +100Mbps splitter (*) Maximum theoretical downstream capacity Operators worldwide are transforming their network to accommodate triple play service bandwidth requirement. Traditionally, subscribers are served from the Central Office using copper lines. However, the bandwidth requirement typical triple play service portfolio is typically 20Mbps or more. For VDSL2, the maximum distance to deliver 20Mbps is about 1km. In Europe, this means you can only serve 20% of your subscribers from the central office. The answer is obvious of course: you need to shorten the copper loops. There are three options available, and they all use fiber in the access network to shorten the copper loops and reach all subscribers: you can use a Fiber-to-the-Node deployment. In this case you install DSLAMs in cabinets, and you use VDSL2 over existing copper to deliver triple play bandwidth over the last mile. You can also run fiber all the way to curb or to the building. In this case, you install a small DSLAM in the basement of a building, and again you re-use the existing copper pairs to deliver triple play services with VDSL2 Finally, you can also opt to deploy Fiber-to-the-User. It allows you to deliver 100Mbps and more to every subscriber, but at a higher cost, since you need to run fiber to every home. Operators will typically deploy fiber to the most economical point, in order to deliver triple play services to all their subscribers in the most cost-effective way. Fibra hasta el “punto mas económico” para dar un servicio triple play masivo

8 El camino hacia la FibraCentrado en el Cobre Centrado en la Fibra 100% 100% WiMAX (5/10 Mbps) ? WiMAX (5/10 Mbps) ? 85% 85% DSLAM (ADSL) DSLAM (ADSL) VDSL2 50 Mbps ADSL2+ FTTH/B ADSL2+ FTTH/B 3-5 Mbps 3-5 Mbps 25 Mbps Coverage 25 Mbps Coverage >100 Mbps >100 Mbps Rehab Rehab Greenfield Greenfield 2005 2010 2015 2005 2010 2015 VDSL2: 20 Mlines in ’06  70 Mlines in ’09 (1) Densidad Incrementada VDSL 20+ operadores con ISAM VDSL2 FTTH: 12 Mlines in ’06  40 Mlines in ’09 (1) ‘11: 50% GPON, 40% ePON, 10%P2P (2) 20+ operadores con ISAM GPON (1) Source : Dell’Oro Group (2) Broadbandtrends

9 Una Profunda Transformation de la Cadena de Valor de la Banda AnchaServicios Una nueva experiencia de TV generada por los Usuarios Red Diferenciación de los Servicios Radical Reingeniería de costos Acceso Ilimitada Capacidad (Fibra, VDSL2, Broadband wireless) Proveedores de Contenidos Servicios BT wholesale Red Networks Wholesaling Acceso Citynet Amsterdam Open public facility

10 2 Las Necesidades de los Operadores 3Play Divider Section Break PagesTitle block set 28/32pt Trebuchet white, flush left with text box positioned at, Horizontal 1.87” and Vertical 2.87” This slide is to be used to create Section Divider slides Please copy, paste and modify this slide to reflect your specific needs. It is not generated from a Master slide template

11 Operador 1: Competir con los Cableros dando full Triple Play con GPONPor que? Bundled triple play services, con HDTV market share ; churn GPON future proof GPON passive OSP Excelencia en la Operación Excellence: 80% reducción de costos de mantenimiento, 110$ de ahorros por línea Que? GPON (migración de BPON a GPON comenzó en 2007) Como? Estado: commercial roll-out Hoy 6 Mio HP, 18 Mio en 2010 Inversiones 18 BU$S

12 Operador 2: Compitiendo y dando servicios Triple Play con VDSL2Por qué? Servicios Bundled Triple Play market share, churn Ahora: HDTV, DVR, VOD Proximamente: VoIP, PC/TV convergence, Photo-sharing, games Re-uso del cobre existente Que? FTTN/VDSL2 Como? Desde 7.5M HP a 18M fin 2007 6.5 B€ inversiones para el 2008 Desarrollo Masivo emp. en 2007 20,000 usuarios, +2K/week

13 3 Las Soluciones a las necesidades Divider Section Break PagesTitle block set 28/32pt Trebuchet white, flush left with text box positioned at, Horizontal 1.87” and Vertical 2.87” This slide is to be used to create Section Divider slides Please copy, paste and modify this slide to reflect your specific needs. It is not generated from a Master slide template

14 La demanda de una Transformación del Servicio. . .Interactive Video Phone FROM TO On-Demand HDTV On-Demand High-definition TV On-Demand E-Learning Adding new triple play services to the service bundle has compelled service providers to re-think their network infrastructure to factor in stringent requirements in terms of high-availability, service flexibility and richness, scale, service reach, as well as network and service manageability. Over the last ten tears the Internet has emerged as a key infrastructure for service innovation, enabling the Internet Protocol (IP) to become the dominant wide area network communication protocol of choice. The natural result of this is that service providers and their customers are looking for ways to optimize cost by migrating existing services and applications onto IP as well. The ultimate goal of Triple Play is to move all current and future services on IP; data, voice and video. The issue is that current IP networks and communication services have been primarily designed to support traditional Internet services and applications, notably web browsing, and file transfer. These applications generally have modest transport service requirements, generally known as “best effort” service. “Best effort” service means that the network is allowed to discard or delay data packets when congestion occurs as a result of too much traffic on the network. Such loss or delay of packets will generally not be noticed by the user because the application will simply retransmit the packet or simply complete the data transfer a bit later in time. Another characteristic is that network efficiencies can be gained when aggregating traffic from multiple users because not all users are on-line and the average bandwidth demand placed on the network is much lower than the peak bandwidth. While the best effort service works very well for non-real time data transfers, problems occur with real-time applications and services as they have strict requirements on transport delay, jitter and packet loss, bandwidth availability and connection reliability. One example is voice service where packet delay or loss will impair service quality to the point that the connection may be dropped or generally becomes unusable. However, the bandwidth required for voice is relatively low and irregular, meaning that problems can be avoided by reserving some capacity of the network exclusively for voice applications and not allowing this capacity to become exhausted. Support for broadband TV and Video-on-Demand is a whole different story. The most important point is that the average bandwidth required per user for video is easily 50 times higher than what is required for Internet access, and network congestion resulting in a drop in available bandwidth or loss of traffic will in most cases instantly be noticed on the television screen. Also of importance is that during prime time, a large percentage of households are watching television. This calls for an architectural change in terms of the amount of average bandwidth per customer and – in the specific case of broadcast TV services – tools that allow bandwidth efficiency by limiting the number of copies of the same channel (the latter is achieved using a technique called “IP multicast” for traffic replication in the network). Traditional Internet service delivery networks concentrate all subscriber and service control functions in a single device called a BRAS. As this approach makes it a fairly complex and expensive device, the investment needed to increase the capacity of such infrastructure to handle the bandwidth needs of broadband video are significant. In other words, there is a service delivery infrastructure in place designed for high speed internet (web browsing, , etc.) that was not designed to support the convergence of data, voice and video services on a shared infrastructure. El Video ha transformado los requerimeintos de la Red de Acceso. Nuevos Servicios, diferentes clases de contenidos, expectativas (always on) Y la mayor competencia dictan la velocidad/innovación de los Servicios

15 . . . Nos lleva a una Transformación de la Red de AccesoLos Servicios Triple play nos plantean cambios tecnológicos en el Acceso ATM a Ethernet Fibra en el Access (VDSL2, GPON) ”Session-Based” a “Connectionless” 1 2 3 Estructura de Costos Optima Alcance del Servicio Plug & Play, Flexibilidad Y Eficiencia en la Operación This service transformation, or “video inflection point,” is driving technology shifts which demands a network transformation. The transition from ATM to Ethernet allows service providers to ride new cost curves enabled by Ethernet technology. This is an important transition that enables cost optimization, especially for bandwidth hungry applications which span millions of subscribers who average 10MBs/, 20MBs, and one day in the future, 100Mbs per household. A second important technology shift we are seeing is that strategic decisions are made to move away from session-based implementations to clientless connectivity models that are better suited to the delivery of media rich services over a broad portfolio of “plug and play” appliances in the household. Such models use proven technologies such as DHCP, and offer added flexibility in terms of allowing service providers to implement services and service policies across the service delivery architecture (for optimizing the right policies where they can scale, or are better implemented – more on this later), a key requirement for services that are dynamic and unpredictable in nature- and deployed in massive scales. A third important technology shift addresses what we refer to as “service reach” – i.e. the ability to deliver rich, always on services at very high speed in an economical way to various geographies through various access methods – copper, fiber, and perhaps in the future wirelessly. Any service provider today must deliver triple play services with at least 20MBps per user with different degrees of depth, using different xPON or xdsl technologies (NOTE: this is not just about bandwidth – but also about very rich service capabilities and policies that must be enabled : example: multicast, security, QoS etc..- we’ll cover this later in the presentation). Over the past couple of years, industry analysts have confirmed and characterized this transformation to a new type of broadband aggregation network. The table on the bottom of this slide appeared in a recent Yankee Group note titled: “IP Video Drives Rapid Evolution of Broadband Aggregation Networks” which characterizes the network transformation needed to support Triple Play. A fundamental difference in the transformed network is the appearance of distributed broadband aggregation routers taking over subscriber and service control functions traditionally located in a centralized BRAS. Essentially this means that leading industry analysts are now independently confirming the need and viability of the key concepts for transforming the network to support triple play services. Totalmente Integrado en una única plataforma de Gerencia de Usuarios, Red y Servicios

16 “All-IP & IMS” para manejar la complejidad del “Multi-Service”1 “All-IP & IMS” para manejar la complejidad del “Multi-Service” Red IP Convergente Desarrollo escalable de servicios a través de una infraestructura Full IP IP/MPLS/ Optical Core Service Aggregation Service Edge WiMAX IMS Federated Control Policy-Driven Subscriber & Resource Management Universal Access Fiber DSL Digital Home Gateway, mgmt remoto, cableado Service-awareness MPLS/QOS, seguridad, video distribuido, presencia/inserción, Acceso para empresas convergente The Multi-Service, multi-provider and multi-technology complexity requires a careful networks design: IP/MPLS for secure, resilient and efficient transport of multiple services end-to-end IMS for control, e.g., policy driver subscriber management and end-to-end resource reservation and management. Digital Home Care for to handle the increasingly complex home environment Main message: IP and IMS are end-to-end Access is an intelligent part of this architecture. Back-up: In case of questions, typical “intelligent: functions expected in the access node are: IMS functional support Bearer Gateway Function (IMS BGW/BGF) Resource Management (RACS/RACF) Deep Packet Inspection (tied to RACS/RACF) VoIP/AGCF Associated convergence functions WiMax/Basestation Router Video Media Resource IPTV Presence More in detail: Bearer Gateway Functionality: For VoIP services, SIP + embedded Session Description Protocol (SDP) messages are used to communicate the media types supported and the IP address and incoming (UDP/TCP) port information expected by the end point. Similarly for VoD, Real Time Streaming Protocol (RTSP) + SDP messages are used for this purpose. However, when these messages pass through a NAT/NAPT device, the IP address and ports advertised no longer correspond to reality in the external network, resulting in packets coming from the contacted device being sent to entirely the wrong IP address and port, so the call/session will be compromised. Different solutions exist to this problem, one being to allow the end point to discover what it looks like to the external network and to advertise the appropriate These approaches employ servers in the network and STUN/TURN/ICE methods to allow the client to learn the parameters that it should use. However, this requires all clients to be adapted to support these methods and does not provide a reliable solution as no firm bindings are enforced – a ‘best guess’ is often employed. Therefore, we favor an alternative approach - performing NAT/NAPT traversal with firm negotiated bindings between the session control plane (IMS for SIP, IPTV for RTSP), with the edge Access Node acting as a so-called “Bearer Gateway” or BGW. This BGW can also then perform quality assurance via RTP statistics monitoring and Lawful Intercept functionality which must occur at the edge for peer-to-peer types flows. Deep Packet Inspection: As networks evolve to support any service over IP, it is becoming increasingly important to be able to perform a number of packet classification functions at the edges of the network where the flows originate, in order to ensure the right Quality of Experience (QoE). The Access network node is clearly one such point of ingress that can provide the necessary policing/metering/marking/filtering of flows. However, many operators own applications that do not identify the required QoS (e.g. by marking the flow at the originating client or server), and therefore these flows must be recognized in-line at wire speed in order that the appropriate actions can be taken. Similarly, peer-to-peer application fairness or filtering – wherein the different P2P flows are identified and metered separately – is an important concern for many service providers, either to minimize complaints from end users experiencing fluctuations in service as other P2P apps are being used, or to filter P2P applications where permitted. Last, virus detection and intrusion detection are critical security features that must be enabled beyond the home or enterprise environment to maximize the chance of intercepting rogue flows from all devices as early as possible. All these features require inspection of packets beyond the conventional IP 5-tuple – and therefore require DPI in the Access Node. RACS/RACF: As mentioned above, controlling the QoE is vital for NG Access supporting triple or quadruple-play services. In order to better ensure that the necessary class of service is available to support any requested flow (conforming to a subscriber’s SLA) at any time, real-time monitoring of network resources utilized must be supported, along with the potential for re-allocating resources as necessary. To this end, we will support interworking of the Access Node with ETSI TISPAN RACS functionality and the related ITU-T RACF framework functionality via a SNMP or Diameter control interface. VoIP/AGCF function: As prescribed by ETSI TISPAN NGN network architecture, a PSTN Emulation Subsystem (PES) is required to interwork existing systems with the IMS core. The Access Gateway Control Function is such a functional element that allows interworking of GR303 or V5 interfaces with SIP (to allow incorporation or NGDLC equipment into the IMS), as well as the H.248 to SIP interworking function that allows accommodation of current H.248-based VoIP implementations within the NGN/IMS architecture. Alcatel Lucent’s voice gateway functionality (derived from the best of the AnyMedia and Litespan products) will support the AGCF function allowing seamless convergence of voice networks and NGN/IMS networks at the edge. WiMax/Basestation Router: In order to support facile deployment of WiMax networks, and integration with core wireline OSS and BSS systems and the ability to support facile transfer of sessions to fixed networks (which have intrinsically superior QoS characteristics), or roaming to a wireless network (for anywhere, anytime access to content/services), it is desirable to have the basestation, controller and routing functionality incorporated into the wireline Access node. Similarly, in order to improve coverage and spectral re-use for 3G networks, smaller cell sites are required, so co-location of the control function with the wilreline network control is potentially beneficial from an OpEx and CapEx standpoint. Alcatel Lucent is working to incorporate this functionality into the Access Networks portfolio in the near-to-medium term, leveraging Alcatel’s strength in WiMax technologies and Lucent’s strength in Basestation routers for CDMA/UMTS. Video Media Resource: For IPTV to be successful, it must deliver an experience that is superior to anything currently available today over cable and satellite networks or over the web. Two key features of importance in this regard are Fast Channel Change (FCC), and superior video quality. In addition, IPTV/Video networks are evolving to support decentralized distribution of content to more geographically local serving offices, in order to allow efficient access to personalized or ‘on demand’ video content (e.g. VoD, network PVR, uploaded user multimedia content). Furthermore, the ability to ‘roam’ on this content – to take it with you to different networks and different devices – is very attractive to users. All of these functions, taken in concert, require the ability to modify video streams at the edge of the network (local to the user), to increase the I-frame rate, to adapt the content for the local network, or to allow forwarding of content to a remote network/device, with guaranteed QoE. Alcatel Lucent are developing a video media resource function (in Bell Labs) that will allow such functionality to be deployed in, or near, the Access network edge, allowing an unparalleled user experience anywhere, anytime. IPTV Presence: Alcatel Lucent are architecting ties between IMS and IPTV in order to provide rich multimedia communications services on TV. For example, IM/SMS/ and generalized news/weather/information alerts will be supported via a TV interface, as well as more traditional applications such as Interactive Caller ID and Video Telephony. In order to guarantee that these services are delivered in a manner that does not perturb the underlying video experience (e.g. too many ‘pop-up’ messages during a premium video/TV event), the IMS core must have knowledge of the users current IPTV state or “Presence”. For multicast TV services, there are only two elements that may know the current channel a given user is watching – the Set Top Box (which generated the ‘join’ message) and the Access Node (that received and terminated the message). To address the case where the STB is not IMS-enabled directly, the Alcatel Lucent will support direct reporting of IPTV user Presence using the embedded SIP UA used for VoIP services.

17 GPON: Estandard ITU-T G.9842 GPON: Estandard ITU-T G.984 2x100 Mbps Up to 20km with 28 dB optical budget Fixed LL VoIP PON split Up to 64 subs Dynamic allocation 2.5Gbps Residential IPTV CWDM V-OLT RF Analog TV DVB TV HSI MDU Dynamic allocation 1.25Gbps IP QoS GPON OLT SME/Business GPON: Consolidando 10 años de PON (*) Capacidad, Distancia, Uusarios x 2 del ePON Eficiencia del Ancho de Banda : payload 60%  93% DBA - Dynamic Bandwidth Allocation AES - Advanced Encryption Standard P-to-MP:10x menos espacio en CO, 4 x menos Potencia, 3 x menos fibra (*) El primer PON & DSL Estandards son de 1998 Soportando servicios con IP QoS Fixed BW : Business LL, Voice Guaranteed BW : IPTV, gold data, voice Instant DBA for Internet browsing (peak rates ++100Mbps ) 8 Classes of Service Video RF overlay on separate l

18 GPON: Estandarizado, Interoperable y Abierto2 GPON: Estandarizado, Interoperable y Abierto Estandarizacion Mbps Per User APON BPON p2p GPON ADSL ADSL2 ADSL2+ VDSL VDSL2 WDM PON 10G PON DSM ePON Interoperabilidad Jan’06 #1: 6 vendors GTC Sublayer May’06 #2: 10 vendors GTC Sublayer Sept’06 #3: OMCI & Application Delivery OK ! Masificación As for was the case for DSL in general, standardization, interoperability and adaption by major players are key elements of a successful technology. GPON, the reference design for FTTH, has all these traits: Standardization: PON has been thoroughly standardized. In fact, PON standardization dates back to roughly the same time as DSL and there is a clear analogy with how the standardization has been taken place. Interoperability: Standards without interoperability tend to fail. FSAN is well aware of this and has set up an ambitious interoperability program. Last year, the physical layer and transmission (GTC = GPON transmission convergence), as well as application delivery and ONT management (OMCI = ONT management and control interface) where tested by more than 10 vendors during three test events. Alcatel-Lucent ONT SoC Licensing Program: Manufacturers of GPON terminal equipment will be able to procure system-on-a-chip (SOC) silicon from industry leader Freescale Semiconductor. Freescale and Alcatel-Lucent had already partnered in 2005 to deliver the first available GPON interface using a combination of Freescale and Alcatel-Lucent intellectual property. Through the use of a reference design and support services, vendors will now be able to ensure interoperability of GPON optical network terminals (ONTs). In addition, and under a separate agreement, Alcatel-Lucent will offer support services required to assure interoperability.

19 … y ahorros Operativos significantes…2 … y ahorros Operativos significantes… 3 Número de Nodos de Acceso Potencia & espacio Mantenimiento de la planta exsterna Manejo de los dispositivos del hogar Que Importa para Operar el Acceso What FTTH brings Consolidación de Central Office > Densidad de Usuarios-< Potencia Planta Externa Pasiva Control de ONTs Estandarizado For FTTH, there are some new challenges and with GPON four additional operational gains that can be achieved (in addition to the once discussed in the previous slide): Central office consolidation (in contrast to p2p fiber, which is limited to half the distance: 10km) High density of users and low power consumption in the CO (in contrast to p2p fiber) Passive OSP (in contrast to active Ethernet) Managed ONTs (in contrast to CPEs, which are not managed normally) PON: + 10 años de experiencia – 10 Millones de Usuarios

20 Control E2E en el acceso para reducción del OPEX: Herramientas3 Control E2E en el acceso para reducción del OPEX: Herramientas Gerenciando la red de Cobre DSLAM Analizador De Redes Service Provider OSS / BSS Digital Camera TV DSL line Gerenciando el Hogar Set-Top-Box W-LAN Router Operations Last Mile management VoIP UPnP TR-064 IGD MP3 Player TR-069 Auto-Configuration Gerenciador De Dispositivos Hogareños Marketing RGW Gerenciando el Entorno del Cliente Game Konsole Activate Hotline Interaction via Phone Internet Support-Portal /Chat Support Notebook (WiFI) Manage PC CRM Subscriber Ecosystem Gerenciador del Servicio al cliente

21 Herramienta 1: Analizador de Redes3 Herramienta 1: Analizador de Redes Diagnóstico de Línea Ejemplo Real Detección de Fallas en el cable Detección de Fallas en la configuracion Maximizar Performance Optimizar y Estabilizar Diagnóstico de Línea: Detección de fallas de configuración y del cable basada en SELT and DELT Análisis de Red: Analisis de la calidad y performance de las líneas de la red de acceso. Gerenciamiento Dinámico de la Línea Optimizar automaticamente la performance de la red para la máxima estabilidad y ancho de banda Análisis de Red Ejemplo Real

22 Herramienta 2: Gerenciador de Dispositivos Hogareños3 Herramienta 2: Gerenciador de Dispositivos Hogareños Activación de Servicios y Dispositivos Activación de Dispositivos Activación de Servicios Mantenimiento Proactivo Diagnóstico & Troubleshooting Escalable Operar por grupo o por dispositivo Flexibilidad en los perfiles Operaciones programadas o por eventos Alta Disponibilidad Configuraciones de Alta Disponibilidad Multi-vendor Soporte TR-069 Integracion en OSS Interfaces basadas en estandares abiertos Ejemplo Real CPE Diagnostics & Troubleshooting Ejemplo Real

23 Herramienta 3: Gerenciador de Servicios al ClienteEjemplos Reales Ejemplos Reales Gerenciador de auto-Servicio Auto TroubleShooting para reducir costos operacionales filtrando llamadas al help desk Hacer del “self-management” una realidad y fomentarlo en los clientes Satisfacer al cliente con un simple “always-on” soporte del servicio Gerenciador de Activación de Servicios Acelera la adopción de Servicios (incrementa el ARPU) Evita llamadas de soporte de activación Auto-activación debe ser simple sin necesidad de conocimientos técnicos por parte del cliente Beneficios del Gerenciador de Atención al Cliente Modo asistido de TroubleShooting Reduce el tiempo promedio de retención de llamadas Elimina errores del CSR eliminando suposiciones Soporte de CSR mas directo y por lo tanto mas eficiente

24 Impacto de estas herramientas en OPEX3 Impacto de estas herramientas en OPEX 11% Browsing 3% Information 14% Accounting 2% Sales info 1% ADSL Tech Support Calls to wrong support number Distribución de llamadas de quejas típicas en un Operador de Banda Ancha: Calidad & Performance Resincronizaciones Frecuentes. Latencia Conectividad DSL modems … En promedio, 20% de las llamadas de helpdesk pueden ser reducidas por un Analizador de Redes. En promedio, 40% de las llamadas de helpdesk pueden ser reducidas por un Gerenciador del Servicio al Cliente. En promedio, 20 % de las llamadas de helpdesk pueden ser reducidas por el Gerenciador de Dispositivos del Hogar.

25 4 Conclusiones Divider Section Break PagesTitle block set 28/32pt Trebuchet white, flush left with text box positioned at, Horizontal 1.87” and Vertical 2.87” This slide is to be used to create Section Divider slides Please copy, paste and modify this slide to reflect your specific needs. It is not generated from a Master slide template

26 Soluciones de la Transformación Necesidades de los OperadoresConclusiones Digital Home Soluciones de la Transformación Digital Home Necesidades de los Operadores Flexibilidad para dar Servicios IP full Model A Prueba de futuro / Re-uso del cobre Transformación GPON / FTTx Fibra / Herramientas Control del Acceso Ahorro de OPEX

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