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Unified Communications Benefits, Considerations & Realities

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  1. Unified CommunicationsBenefits, Considerations & Realities

  2. Agenda • Government Business Challenges • Business Benefits of Unified Communications • Government Solutions with Unified Communications • A New Architecture for Government Communications • Session Initiation Protocol – the “Glue” for UC • Unified Communications – Planning for Success • UC Case Study-University of Washington • UC Case Study - Stevens County • Migrating UC to the Data Center

  3. Judy Blinn: Senior Account Manager, Public SectorRoger Junkermier: President • Cerium Networks established October 2000 • Core Business • Unified Communication Solutions: “A solution-based approach to unifying telephony, instant messaging, presence, video, collaboration, and conferencing” • 100+ Technology Professionals • 7 Offices in the Northwest • Unique Value • Technology Professionals • Strategic Alliances • Business Practices

  4. Increasing Complexities … How can I REMAIN PRODUCTIVE when I'm out of the office? How can I do 12 HOURS OF WORK in only 8 hours? How can I do MORE WITH LESS? I don’t need more information, I need KNOWLEDGE! I want government to WORK THE WAY I WORK. I need to MOVE FASTER. I want 24-HOUR ACCESS to services.

  5. … and their Impact on Government How can we CONTAIN COSTS? We need cost-effective ways to INVOLVE CITIZENS. We need to be able to SHARE RESOURCES with other agencies. We need to CHANGE THE STATUS QUO. We need to make BETTER DECISIONS FASTER. We need to do more with our EXISTING STAFF We need to be prepared for all kinds of EVENTS AND EMERGENCIES

  6. ImprovingCitizen Service Managing withinConstrainedBudgets Business Challenges Faced By Government • Simplify citizen access to government • Provide additional communications channelsfor citizen access, e.g. web sites, IVR access • Balance between responsiveness and service costs • Continued pressure to reduce networkand telephony expenses while improving productivity • Projects need to show clear benefits/ROI • Complying with policy mandates (i.e. Green, e911, etc.) Providing Safety& OperationsContinuity • Citizen and employee safety a high priority • Communications interoperability between government entities • Focus on continuity and disaster recovery

  7. Challenges in Government are driving…. • Stronger case for IT consolidation & virtualization • More collaboration and shared services • Service delivery productivity and operational efficiency investments • New methods for cost reduction, shift from capex to opex, managed services, cloud computing, procurement management

  8. Changing the Way We Work Collaborative Tools Text Voice, Video Many Social Networking Video on Demand Number of Stakeholders Discussion Forums Unified Communications Wikis Contact Center Blogs Email IM Documents One Conferencing TelePresence “Unified Communications capabilities have enabled us to save thousands of taxpayer dollars in infrastructure. At the same time, we are helping the department achieve its mission and deliver better service to Alabama residents.” — Gene Hill, County Support Manager, Alabama Department of Health Vmail

  9. Benefits of Unified Communications • Productivity Gains • Efficiency Gains • Infrastructure Savings • Reduced Footprint • Disaster Recovery Improvements • Ease of Administration • Remote Access to Business Systems • Expansion of Citizen Service

  10. UC Core Improving Citizen Service • Enhance Citizen Experience • Consistent access to government • Multi-channel/Multi-device • Citizen choice • Speech and web self service • Increase productivity of agencies • Increased first-call resolution • Real-time access to knowledge • Closed-loop communication • Proactive citizen outreach • Reduce Costs • Consolidation of resources increases productivity & efficiencies • Leverage experts across all agencies • Shift from agent to self-service options • Application sharing across agencies Citizen Benefits WEB Self Service Portal

  11. Trunking AvayaAuraTM Managing Within Constrained Budgets • Consolidated Communications • Consolidation of networks • Unified communications & messaging • Consistent features/functionalities • Connect remote agencies • Collaboration improves productivity • Government-wide reporting & analytics • Mobility & Remote Workers • The same applications and number wherever people go • Remote workers reduce infrastructure costs • “Green” grant funding opportunities • Shared Applications • Combine budgets to move to new technologies Controlling Costs Shared Applications UC Core

  12. Avaya Providing Safety & Operations Continuity • E-9-1-1 • Federal regulations will get tougher • Consolidation of networks & architecture increase the complexity of 9-1-1 • Notification Solutions • Emergency & non-emergency • Internal notifications • Event or resource based • Outreach to citizens • Event or geography based • Communications Continuity • Disaster recovery options • Distributed across state/county/city • Remote/teleworker solutions • Mobile communication solutions Safety UC Core

  13. Government Solutions Enable click-to-call directly from unified communication client. Allow mash-ups of government applications such as maps, floor plans, directions and timings within UC Desktop Enhance UC with Multi-Media Communications Campus Map

  14. Video self-help and wait-treatment Live 2-way video collaboration Enable Citizen Services with Video Self Service Citizen initiates query for service or information 2-WayConferenceVideo • Agent share: • Video • Documents • Web Pages

  15. Interactions are Changing No Single Interaction Channel: Need to be Proficient in all Channels Source: Webtorials Editorial/Analyst Division

  16. Social Media Integration Scan and process events from social media using Contact Center infrastructure Enterprise Contact Center Inbound Contact StandardMedia Contact Routing Managed Agents & Experts Social Media Manager SocialNetworks Web

  17. Customer Service Enable Exceptional Customer Service • Contact Center • Unified agent desktop • Social media integration • Video enabled agents • Voice Interactive Response • Proactive Outreach

  18. Proactive Outreach Reminders and Collections • Automated outbound agent • Preempts and reduces delinquency • Voice, SMS, email contacts • Credit card payment, account withdrawal, promise to pay • Campaigns created • Voice Portal and Media Processing Platforms

  19. Business Challenges Faced by Government: The Evolution of Technology Legacy Utility Converged Facilities Business Enabled Services SIP- Enabled Services TDM & Analog TDM, Analog, & IP • Integration of non-heterogeneous systems • Core Trunking and tail-end hop-off • Networked messaging • Centralized multi-vendor services • Network-available application services • Enterprise-wide consistent services & function • Borderless connectivity & services • Heterogeneous integration • Enterprise dial plans • Site specific applications • Integrated voice/data • Basic IP presence services • Switch-specific administration • Site specific dial tone • Separate voice and data services • Limited wireless and mobility (voice or data) Infrastructure User-Centric • Enterprise mobility (voice, data, apps) • Social Network integration • Integrated skills based call routing • Proactive call center applications • User specific services & control • Device independent information acquisition and access • Device, Application, and System (e.g., CRM, GIS,) integration • Context based messaging • Real time, synchronous messaging Network - Centric Organization - Centric • Standalone video services • In-building mobility (voice, data) • Site-dependent collaboration • Reactive contact center services • Call control • Number portability • Asynchronous messaging • IVR “agency specific” gateways • Uni-directional speech access • Voice mail • Asynchronous Messaging Applications

  20. UC as an IT priority

  21. But adoption hurdles still continue…

  22. UC Experiences Inform Better ROI Inputs

  23. Today’s Complex Government Architecture Video Systems Enterprise Applications Contact Centers Conferencing Services Communication Systems Data Centers Communication Systems . 23

  24. IP Multimedia Subsystem (IMS) Application Feature Server Future Apps IVR Messaging Connection Session/ Routing Manager Network/Access 3rd Party PBX/ IP Phones SIP Phones • Enterprise IMS • SIP for all Connectivity • Centrally Shared Applications Legacy PBX IP Connect Gateway Legacy PBX

  25. The Need for an Evolutionary RevolutionA common customer scenario • Manage heterogeneous multi-vendor mix of TDM and IP • Avoid complex and costly “rip and replace” everything in one step • Realize significant cost savings now • Reduce network spend • Simply manage a complex network • Deploy applications to users that need them • Accelerate the business – improving resultsandextending services • Securely add incremental UC and mobility applications now • Evolve old costly stand-alone systems Business Challenge – Rip and Replace?

  26. Build for the Future - The Promise of SIP StandardMedia SIP SocialNetworks Cloud Voice Web

  27. Session Initiation Protocol • SIP is the application integration protocol of the future • SIP – Ubiquitous within all types and classes of UC products, from gateways to endpoints to applications • SIP support is pervasive throughout UC portfolios • SIP improves interoperability and leads to new applications

  28. Cerium Networks – Unified Communications at Work

  29. UC - From Hype to Adoption “Ninety-nine percent of all Unified Communications network implementations that fail do so because IT departments didn’t do their homework.” -- William Stofega, VoIP research director, IDC

  30. Making Senseof Confusing Technologies and Roadmaps How Do We EnsureMulti-vendor Interoperability? Do Business Processes& Policy Needto Change? How to Best ApproachInitiatives? Unified Communications Roadmap Careful Planning Is Essential to Realize the Full Benefits of Unified Communication Solutions • Which applications should we be considering? • Where are the likely departments/agencies for deployment? • How is this technology likely to evolve? • Will the applications from one vendor work with another? • How can we makethe most of our existing investments? • What’s the best approach to minimize risk when deploying new applications ina mixed environment? • Who should use which applications? • How should they use them? • Are differentIT policies and approaches required? • What capabilities should we implement and in what timeframe? • How will wemeasure and track capabilities? • How do we evaluate skills & requirements for employees? • How do we communicatechanges to citizens?

  31. Network Assessments are Critical • Conduct an Assessment to… • Review WAN link bandwidth levels • Current traffic flows • View existing switches/routers/firewalls for bottlenecks and choke points • Determine needs through testing and modeling • Placement of analysis tools • The more you know about your network the better prepared you are to properly deploy UC

  32. Myth: UC without Quality of Service (QoS) is Acceptable • Why is Quality of Service important? • Managing VoIP means managing delay • Even a network with large bandwidth capabilities can have poor call quality due to network contention • QoS measures can help make VoIP traffic less susceptible to adverse network conditions • QoS offers VoIP traffic more consistent availability

  33. Challenges with VoIP and UC Deployments • Converged NW Implementation Plan • User Training • Data Network and Wiring Closets –PoE & UPS • IP Phone Firmware Updates • Headset adaptation • Change Management Policy

  34. Technical Discovery Business Case Development Roadmap & Project Planning Requirements & Functional Definition Solution Definition User Interface and Report Design & Prototyping Software/Firmware Compatibility Analysis Test Plan Development UAT Development & Management End to End System Test System & Role-based User Training Operational Readiness Planning Simulation & Load Testing Go Live Support Business Case Validation Professional Methodology Program Management Test, Train, & Deploy Optimize Plan & Design Develop & Integrate • Readiness & Capacity Study • Technical Design • Application Implementation & Configuration • Multi-Vendor Application Integration • System & Data Migration • Custom Application Development • Custom App Support • Transition to Operations & Knowledge Transfer • Call Routing Optimization • Agent Desktop and Workflow Improvement • Proactive Contact Productivity Analysis

  35. UW Unified Communications • Voice over IP: Deliver voice over data network • Video conferencing: Desktop and conference room • Web Collaboration: Share desktops • Unified Messaging: integrate various forms of messaging • e-mail, texting, voicemail, fax, etc • Mobility: Access via mobile devices

  36. UW Pilot Objectives • Demonstrate cost effectiveunified communications service • Demonstrate accessto services via multiple devices • Demonstrate interoperabilityin a multi-vendor environment • Demonstrate backwards compatibility with legacy phone system • Collect feedback from participants • Use formal test methodology

  37. o o o UW Telecom Pilot Architecture Application Unified Communications Video Conferencing Voicemail Basic Telephony Connection UW Telephony Core Public Switched Network Session BorderControllers SystemManager Access SessionManager Internet Desktop Softphones Digital Analog 3rd Party SIP Endpoints Mobile Devices Legacy Avaya PBX

  38. UC Case Study - Stevens County • Multiple offices of standalone systems • Dispersed staff requiring mobility • Aging data network that would not support gigabit switching, QoS and devices that required PoE for VoIP • Data core was a single point of failure • Legacy PBX system & voice mail that was end of life & support • Stevens County Counseling Services(NEWACS) • Multiple offices • Mobile staff • Need for effective and efficient methods  to support client care delivery

  39. UC Case Study – Stevens County • Investment in a data network infrastructure to increase reliability, redundancy and capacity • Developed a phased migration plan from the legacy PBX to Cisco Unified Communications Manager • Leveraged IP infrastructure to connect remote offices • Voice, Video & Data • Utilized mobility clients to link remote and mobile workers to the Unified Communications Manager • Improved first call contact, improved productivity by eliminating call backs, and improved responsiveness to external and internal customers

  40. UC Case Study – Stevens County • NEWACS (Northeastern Washington Alliance Counseling Services) using Unified Communications video clients to link offices improving access to staff and counselors • Unified Video Communications is utilized for providing counseling services to clients • Leverages clinical and counseling resources • Reduces expense of delivering care • Improved communication between administration & staff—more efficient & effective in managing and delivering of care • Improved Clinical Resource utilization

  41. UC Success – Assess, Plan, Execute • Understand your business priorities and the ROI from addressing them (Quantify!); focus on the most important and ROI rich opportunities first • Assess your network infrastructure and make the investments required to deliver the performance and availability your customers require • Apply a professional Program Management approach • Training and executive sponsorship are key • Identify quality partners that can apply their expertise to your process

  42. Thank you!