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Industry Profile: Australian IP Centrex Services
Telsyte, Dec 2004
Contents
1
Tables
2
Figures
2
Report License
5
1
Executive Summary and Methodology
6
2
Overview: The Australian IP Centrex Market
8
2.1
PSTN Centrex versus IP Centrex
8
2.2.1
IP Centrex Services — Market Drivers
10
2.2.2
Challenges and Costs
12
2.3
Positioning IP Centrex as the Solution
13
2.4
Network-hosted Services vs Customer-side Services
13
3
The Australian IP Centrex Market
15
3.1
Current Market
15
3.2
Growth Projections
15
3.3
IP Centrex — Market Structure
16
3.2
IP Centrex Services: Outline
18
3.2.1
Service Descriptions
18
3.3
Service Platforms
20
3.4
Delivery Network
21
4
Product Development Plans
23
4.1.1
Multimedia Communications
23
4.1.3
Presence Management
24
4.1.4
CRM Integration
24
4.1.5
Open APIs for Third Party Software Developers
24
4.1.6
User Self-Management
24
4.1.7
Fixed-to-Mobile Convergence
24
5
SLAs in IP Centrex Services
25
5.1
SLA Overview
25
5.1.1
SLAs and Customer Network Requirements
25
5.1.2
SLA Parameters in IP Centrex Services
27
5.1.3
SLA Definitions
27
5.2
SLA Boundaries and Metrics
29
6
Security in IP Centrex Services
30
6.1.1
Private IP/MPLS Network
30
6.1.2
RTP Encryption
30
6.1.3
Border Gateways
30
6.1.3
Intrusion Detection Systems
31
6.1.4
Firewalls
31
6.1.5
IP Virtual Private Network (IP VPN)
31
6.1.6
Other
31
7
IP Centrex Services: Migration Support, Legacy Systems Compatibility and Contact Centre Applications
33
7.1
Support for PABX Feature Sets
33
7.2
Mixed Systems and Phased Migration
34
7.3
Impact of IP Centrex Services on Call Centres
35
7.3.1
Integrated Speech Recognition
35
7.3.2
Business Continuity
35
7.3.3
Toll Bypass
36
7.3.4
Application Flexibility
36
7.3.5
SME Penetration
36
7.3.6
Hosted Call Centres
36
7.3.7
Location Independence
36
8
IP Centrex Services: Regulatory Context
37
8.1
Lawful Interception of IP Centrex Services
37
8.2
Lifeline Services
38
8.3
Emergency Service Access
38
9
IP Centrex Tariff Structures
39
9.1
Tariff Component Explanations
41
9.1.1
On-Network Calling
41
9.1.2
Component Subscription
41
9.1.3
“All-You-Can-Eat” (Comprehensive Subscription)
41
10
The Role of Partners in the IP Centrex Market
42
10.2
Types of Partnerships
42
10.1.1
Platform Developer Partnerships
42
10.1.2
Independent Software Vendors (ISVs)
42
10.1.3
Infrastructure, Implementation and Resale
43
10.2
Vendor Partners in the Australian IP Centrex Market
43
10.3
After-Market Partnerships in the Australian IP Centrex Market
44
11
Key Recommendations for IP Centrex
46
11.1
IP Centrex Benefits and Trade-offs
46
11.1.1
Bundling Opportunities
47
11.1.2
User Administration
48
11.1.3
Application Extension and Functionality
48
11.1.4
Service Granularity
49
11.1.5
Infrastructure Management
49
11.1.5
User Mobility
49
11.1.5
Teleworker Support
50
12
Glossary
51
Table 1: Australian IP Centrex Service Providers
17
Table 2: IP Centrex Service Outline
18
Table 3: IP Centrex Access by Service Provider
22
Table 4: Customer LAN Requirements by provider
26
Table 5: IP Centrex SLA Characteristics
29
Table 6: Network and Perimeter Security
31
Table 7: IP Centrex PSTN Compatibility
34
Table 8: Lifeline, 000, Lawful Intercept Support
38
Table 9: IP Centrex Tariff Components
39
Table 10: IP Centrex Tariff Components
40
Table 11: IP Centrex Partnerships
43
Table 12: Risks and Benefits in IP Centrex Services
47
Table 13: Technical and Other Terms
51
Figure 1: PSTN Centrex Service Architecture
9
Figure 2: IP Centrex Architecture
10
Figure 3: IP Centrex Market Share
15
Figure 4: IP Centrex Market Growth
16
Figure 5: IP Centrex Service Providers by Business Type
17
Figure 6: Service Platforms Deployed in the Australian IP Centrex market
20
Figure 7: IP Centrex - Delivery Networks
22
Figure 8: Future Product Development In IP Centrex Services
23
Figure 9: IP Centrex - Customer LAN Requirements
26
Figure 10: SLA Parameters in IP Centrex Services
27
Figure 11: Common Security Technologies
30
Figure 12: Support for TDM Telephony Features
34
Figure 13: Benefits Of IP Centrex Services To Call Centres
35
Figure 14: Common Billing Components
40
Figure 15: IP Centrex Services - Vendor Partners
44
Figure 16: Systems Integration and Resale Partners
45
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