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Migrating from Centrex to an all IP based Communications System

Migrating from Centrex to an all IP based Communications System. Case Stu dy: The San Francisco Giants. Bernard Gutnick Senior Director. May 5, 2010. Agenda. Industry Trends Selection and Deployment Game Plan Making the right selection Implementation considerations

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Migrating from Centrex to an all IP based Communications System

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  1. Migrating from Centrex to an all IP based Communications System Case Study: The San Francisco Giants Bernard Gutnick Senior Director May 5, 2010

  2. Agenda • Industry Trends • Selection and Deployment Game Plan • Making the right selection • Implementation considerations • Impact on infrastructure • Case Study: San Francisco Giants at AT&T Park • Solutions for Migrating to all IP • Summary and Conclusion

  3. Rapid Decline in TDM and Rise in IP 77 % of all enterprise line shipments will be IP based by 2012 Worldwide IP Adoption Enterprise Telephony Equipment Extension Line Shipments, Worldwide, 2006-2013 CAGR ‘05-‘09 ‘09-‘12 Overall 32% 21% IP SMB 34% 26% Ent 31% 16% Extension Lines (K) Overall -6% -15% SMB -5% -13% TDM Ent -9% -18% Year Note: Market projections based on July 2008 view of the market; not adjusted for economic downturn Source: Gartner, July 2008: Forecast Enterprise Telephony Equipment Worldwide 2003-2012 2

  4. An Actual Legacy Deployment

  5. An actual Avaya IP Office deployment – not made up!

  6. VoIP is Dramatically Reducing Costs 10-year analysis based on standard large enterprise configuration: 1,500 users across 3 sites 30 $26.65 25 $19.80 $19.79 20 $14.76 $14.02 15 $M Long distance charges Network costs 10 Electricity consumption System management, MACs, downtime $6.86 Support services 5 Implementation and training Capital cost for network upgrade Capital cost for telephony system 0 Source Data: Ferris Research, Inc., Wainhouse Research, Nemertes Research, Alinean Research, The Tolly Group ShoreTel Avaya Microsoft TDM Mitel Cisco 6

  7. UC Implementation Readiness – Step 1: Evaluate Existing Network Equipment Maintain autonomy between network equipment and unified communications applications decisions

  8. Step 2: Evaluate Solutions to Meet Requirements Focus on Who Understands and Addresses Your Employee’s Unique Requirements

  9. Step 3: Perform Thorough Evaluations By Your Users

  10. Case Study: San Francisco Giants Migrating from IP Centrex to VoIP

  11. Case Study: San Francisco Giants at AT&T Park • Leading adopter of technologies for serving customers • WIFI in ballpark since 2004 - One of largest WIFI spots in North America • State-of-the-art HD screens • Focus on customer service • Serves 41,503 customers per game • 68 luxury suites with unique services • 6,700 club seats

  12. Case Study: San Francisco Giants at AT&T Park • Home of the San Francisco Giants • Trivia: The Giants have the record for winning the most games in the historyof baseball since 1883 1984 Baseball Almanac

  13. San Francisco Giants and Unified Communications:Communication Requirements • 450+ phones throughout ball park and off-site facilities • Training facility in Scottsville, AZ • Club house and bullpen • Management offices • Customer relationship management • Contact center – custom application integration • Diverse employee requirements • Coaches and mobile employees • Customer service representatives

  14. San Francisco Giants and Unified Communications:Business Goals for Evaluating a UC Solution • Reduce telecommunications costs • Streamline communications and meet mobile requirements throughout the ball park and off-site facilities • Accommodate business process integration requirements • Enhance customer service and sales efficiency • Implement an easy-to-use and manage UC system that is scalable and reliable • Increase overall energy efficiency

  15. San Francisco Giants and Unified CommunicationsDefining Requirements and Evaluating Solutions • Process undertook for defining requirements • Surveyed users • Thoroughly analyzed solutions from major vendors • Compared solutions based on reliability, scalability, survivability, ease of management, productivity and mobility • Conducted complete due diligence on vendors and customers • Reasons ShoreTel was selected • Brilliantly simple, reduced complexity • Lower total cost of ownership • Open and easy to integrate with existing custom applications • Total commitment to customer satisfaction

  16. San Francisco Giants and Unified Communications:Results from their First Season • Significant reduction in telecom and systems management costs • Saving more than $300,000 dollars/year on line and management costs • Improved fan experience with custom phones in suites • Improved customer service with integrated businesses processes • Sales reps quickly retrieves customer information, enables effective conversations, resulting in world-class customer service • Emergency notification enables rapid response to emergencies • Reduced energy costs with a goal of achieving the “greenest” ball park in the country

  17. ShoreTel Overview • Founded in 1996 with superior technology designed from a clean sheet of paper in 1996 • Headquarters in Sunnyvale, California with offices in Austin, Texas, UK, Germany, Spain, Australia, Singapore and Hong Kong • No debt, positive cash flow

  18. Over 750 Global Resellers in 35 Countries National Large Regional / Local International 18

  19. More than 15,000 customers across all industries 19

  20. Businesses Rate ShoreTel Highest in All Categories Highest Overall Rating for 6 Consecutive Years 2009 Nemertes Research PilotHouse Study of 1,393 Businesses

  21. Customer satisfaction is our mission World Class Ranking 0- • Strict Rules for Serious Results • 4-point scale • Conducted by third party • All results included • Everyone is measured—partners and employees alike

  22. Simple, effective philosophy Obsessively driven to deliver the best customer experience Raving fans give highest satisfaction ratings Making innovation truly work Purpose-built for the power of IP A straightforward approach to everything Committed to value with rapid ROI for customers

  23. EASY TO The Opportunity with VoIP Solutions EASY TO EASY TO DEPLOY EASY TO EASY TO SCALE LEARN MANAGE USE 23

  24. Look For Solutions Serving Centrex Requirements • Built from the ground up for IP, • Distributed architecture makes it easy to deploy and scale • Easily managed from anywhere with browser-based interface • Applications are distributed and run from anywhere in the system • Open platform for business agility, integrating enterprise applications, third-party phones and even other UC/UM platforms

  25. Expect Centrex Grade Availability • 99.999 percent (five-nines) availability for mission critical communications • Reliability is inherently built into the system using flash drive technology • In the event of a WAN failure, switches continue to work independently • In the event of a switch failure, n+1redundancy ensures it rolls over to anavailable switch on the network 25

  26. Taking the First Step From Centrex to VoiP Distributed call control software • Single, unified system – management ease • Reliable, stand-alone services in all locations • N+1 redundancy built into architecture Rich software applications • Unified messaging and auto-attendant • Contact Center and IVR • IM, audio, & Web conferencing

  27. Plan for Decentralized Appliances Migration to reliable voice switches • Modular design that’s easy to scale • Call control, messaging, auto-attendant • Flexible modules selected by capacity 27

  28. Empower Employees with IP Phones IP Phones – Similar to Centrex • The latest ergonomic designs • Superior sound quality • Models for all user needs and types

  29. Provide Users with Desktop Applications Call Manager • Users come up to speed quickly • Extend voice to video & IM • Move from 4 digit to 0 digit dialing • Raise productivity & efficiency

  30. Take Back System Management • Everything can managed from a single, browser-based interface • Intuitive administration • Requires minimal training • Needs fewer IT resources ShoreTel IP Phones ShoreTel User Applications ShoreTel System Management ShoreTel Open Integration ShoreTel Services ShoreTel UC Platform 30

  31. Integrate Your Business Applications • Enterprise applications seamlessly integrate into the system • Out-of-the-box implementation • User productivity & efficiency greatly enhanced • Open API for custom integrations ShoreTel IP Phones ShoreTel User Applications ShoreTel System Management ShoreTel Open Integration ShoreTel Services ShoreTel UC Platform 31

  32. What we learned… • Successful requirements gathering must include user involvement • Reducing Centrex telecom expenses can be a reality • Brilliantly simple solutions lead to higher user adoption • This combination will makes the IT team happy • Migrating from Centrex will make you a hero in your company

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