Presentation Transcript

1. Hosted IP Communications for Large Enterprise ITPX / NCUG May 5th, 2010
2. Market Drivers Huge growth in interest for converged applications FMC handset connections UC Market Size 27M (2014) $18B (2012) Unified Comms FMC $2.8B (2009) 6.3M (2009) Source: In-Stat/Forrester Research Source: ABI Research Smartphones % of all mobile phones 1M* downloads of Skype iphone app on first day Skype announces UC liteclient for business Over The Top 38% (2013) 15% (2008) *Source: Skype website Source: Informa Telecoms & Media, 2009 30M* US homes will add connectivity to the Internet for entertainment, business and social interaction AT&T opens up their iphone 3G network to VoIP 50% of end to end mobile voice will be VoIP by 2019* Mobile VoIP (3G/4G) Broadband Access *Source: Forrester Research *Source: Gartner
3. Agenda Why We Love Hosted Business Solutions- The Information Technology Crisis - IT Complexity- Outsourcing for Simplicity
4. The Challenges of Communications CIO View Deliver IT services in the most efficient and cost effective manner Workforce Employees in multiple geographies, time zones Travel restrictions hampering collaboration Business Continuity and Disaster Recovery Migration challenges in rapidly evolving technology environment Lack of internal IT communications expertise Businesses must reexamine what are its core competenciesand exploring alternate sourcing options
5. Complexity vs. Application Richness The Modern Dilemma - IT Complexity Glass's Law: A 25% increase in functionality increase complexity by 100% Top 3 IT Threats 16x #1 Increased Costs #2 Increased Risk #3 Decreased Agility 8x CPE Solutions Complexity Source: 2010, Dimensional Research 4x Service Provider Value 2x Hosted Solutions UnifiedCommunications Voice Call Centers Mobility
6. Why We Love Hosted SolutionsCommunications as a Service (CaaS) Business IP communications services outsourced to a service provider Follows cloud computing outsourcing trend - Cloud Communications Multi-tenant architecture supported - Scales from Very Small to Very Large Opening the door to New Services- Mobility- Unified Communications- IP Call Centers Simplicity in the face of Complexity: Multiple distributed sites and geographies Business continuity plan requirements Need to expand and contract for peak traffic Limited capital for upgrades/expansions Large contact centers
7. Hosted IP: Pay and Scale as you go $ $ $ $ $$ $ Hi Med $ $ $ $ Lo Hi $$ $ Paced Migration Rip & Replace $ $ $ $
8. Agenda Hosted IP Communications- Real Centrex Business Features- Call Centers Solutions
9. Hosted IP Communications What is it? ECIOV Centrex Lines Dedicated Lines Point to Point Analog Voice Specialized Signaling No Routing Change -> Lay New Track IP Communications Uses the IP Highway Goes Everywhere Text, Mail, Voice, Video Common Language Routes ANYWHERE Change -> Draw New Map HOV lane for Voice
10. Hosted IP MUST Provide Real Business Voice Feature Requirements Centrex Transparency - DMS and 5ESS Business Group Features - Pickup, Park/Retrieve Multi-Line Consoles- Boss/ Secretary Features Business or Individual Caller ID Call Recording, Hold or Reject Conference, Fax and VM Impact to Business Limit Retraining to New Capabilities- Unified Communications and Messaging, Mobility and Call Distribution Smooth Migration through the Process Top 30 Centrex Features(Survey from NA Government Account) Customer Originated Trace Name Display Digitone (tones for analog sets) Three-Way Calling Multiple Appearance Directory Number CFWD Universal Speed Calling Short Call Fwd Do Not Answer (Business) CFWD Busy Ring Again 800 Calling Line ID Delivery 800 Dial Number ID Delivery Message Waiting Permanent Hold Call Park Last Number Redial Call Pickup Service Group Dialable Directory Number Calling Name Delivery Automatic Dial Speed Calling User Suppress Line Identification Information Cutoff on Disconnect CFWD Intragroup No Double Connect Station Controlled Conference Essential Line ACDPrimary Carrier Selection
11. IP Call Center Solutions Hunt Groups Simple operation - agents in single pool Agent selection - Priority, Next Available... User Control of Add/Move/Change Agents Auto Attendant / IVR Friendly recorded voice menu Caller self routes via voice or key press Highly Efficient Hosted Call Center can be deployed at 29% lower TCO than premises based solution* Automatic Call Distribution Multiple input Queues and Menus Multiple Pools of Agents Statistical Agent Selection Attendant Console A Unified Communications Switchboard Presence Aware Drag/Drop Distribution CLID Script - allows multitenant operator
12. Agenda It Keeps Getting Better- Soft Clients, Web Meetings and Unified Communications- Mobility and Mobile Broadband- Migration - Hybrid Centrex and UC over Centrex
13. And Opening the Door … to New Power Voice Unified Messaging Audio Conferencing Unified Communications InstantMessaging Collaboration SIPBusiness Trunking Calendar Integration Video TDMCentrex HostedVoIP Mobility File Sharing ApplicationsIntegration Mobile Extension Presence and Status Call Centers Portfolio of functionality that can be customized for Large Enterprise needs
14. Any Media, Any Device, Anywhere Unified Communications PC Soft Client Instant Messaging/SMS Presence - Online, Telephony, Meeting Video Calling Telepresence Web Meeting / Collaboration Personal Conference Bridge Unified Messaging Outlook Integration Corporate Directory/ Call Logs Click-to-Call, Social Media Links Single number, Single Voicemail Personal Call Routing, Time of Day Mobile Client and Web Portal File sharing, White Boarding Hosted Business VoIP Mobile TDMCentrex IP /TDM PBX UnifiedCommunications Delivered across legacy, Hosted VoIP, PBX and Mobile networks
15. Mobile Unified Communications Wireless Client for Management of Communications Mobile Extension Extend wireline business features to any mobile Mobile Office IP Communications over Wireless Broadband Voice Call Continuity In-call handoff between cellular mobile and WiFi Business Mobility Applications Delivers Presence, Federated IM, Call Logs, Corporate Directory and Call Routing from your cell Enables single number for business and mobile phone with handover without call interruption Voice service ubiquity and continuity between cellular voice and broadband.3G/4G and IMS Solution Wireless Broadband allows SIP lines or soft clients the same feature set on the road as in the office VoIP solutions NOW to meet your mobile needs from day one
16. Migration is a MUST Hybrid Centrex Enterprise does not need to rip and replace their TDM network for migration to IP For existing Centrex customers who desire gradual migration to IP Line by line migration – does not require full rip and replace Analog & Digital Centrex lines can be mixed with SIP Lines in the same customer group Centrex features interwork between all lines … Customer Group A Call Park/Pickup Attendant Console MADN Groups … TDM TDM TDM SIP TDM … TDM SIP SIP Attendant for both SIP and TDM Centrex Lines Hybrid Centrex-SIP Lines MADN Group SIP Line can pick-up a call from a Centrex Line
17. Migration Unified Communications over Centrex Lines UC Client & Feature Interworking with: Existing TDM Centrex lines Preserve Existing Investment Deploy multimedia services today Retain existing services and phones Gradual migration to IP Users have access to the full set of Nortel UC capabilities, including: Personal Agent Web Portal Federated IM, Chat and Presence Click-to-Call Meet-me Conferencing Web Collaboration Cost effective migration alternative to IP Centrex Line Centrex Line withUnified Communications UpdatetoFull IP *Converged Desktop
18. Control Enterprise Administration Portal Provides management of employees Add/remove employees Modify the services of existing employee Quickly and easily add/delete hunt groups Assign Phones to employee Leverages templates for easy addition of new lines Works across TDM Centrex and Hosted IP lines Key Hosted IP feature to match premises based Enterprise management
19. Business Continuity Volcano- Stranded out of town Floods- Alternate Sites Pandemic- Work from Home A New World Model - Fewer Offices - Fewer Traffic Jams - Less Energy Use
20. Service Provider Architecture Total Survivability MG MG MG IPSoftswitch IPSoftswitch CarrierSite 0 CarrierSite 1 Fiber Geo-Redundant IP IP PSTN Firewall Border Control Border Control Firewalls PRI PRI TDM or IPAccess Survivable Remote Gateway SiteLAN SiteLAN IAD IAD Soft Client SIP UnifiedCommunications IP Phone+ UC Analog SIP Centrex Analog Analog Customer SiteSingle IP with TDM Backup Customer SiteIP wih Dual IP Access Customer SitePBX Customer SiteCentrex Lines
21. Agenda It Can be Done- Real World Deployments- Common Questions
22. It Can be Done - Who is Doing It? United Kingdom Australia Winter Olympics Unified CommunicationsBusiness VoIP Unified Communications Business VoIP Centrex IP Network Comms for athletes, officials, Olympic Committee, volunteers and the media 15,000 IP Lines Fax lines for media/judges Highly Secure HostedIP Communications to UK government 150,000+ workers20,000 Call Center Agents 1,100 Sites3M calls in one day Carrier Hosted IP Telephony for the Australian Tax Office 30,000+ endpoints2,700 Call Center Agents70 Sites,
23. Common Questions If I Keep My Existing Phone? Can I have an IP Phone extension in my home office? Can I have a Soft Client on the Road? Can I have a Mobile Extension on my Cell Phone? Can I ring all these at once, or in sequence or based on time of day? Can I have IM, Presence, Web Meetings, Personal Conference Bridge, Unified Messaging with my Legacy Phone? Can I have Outlook integration with my Legacy Phone?
24. Common Questions --- Hybrid Centrex IP and Legacy Phones in One Business Group? Can I Park a call from one and Pickup on the other? Can I have MADN across IP and Legacy sets? Can I have ACD Groups with Legacy Centrex and IP? Can I have Hunt Groups across IP and Legacy Lines? Can I have an IP Attendant Console manage calls for both IP and Legacy Lines? Can I view Presence information on the Legacy Lines?