Unified Communications as a Managed Service DIR Telecom

Unified Communications as a Managed Service DIR Telecom Forum, October 7, 2014 ROY ALBRECHT, Director, Sales and Marketing Globalscope Communications

Unified Communications Managed Services • What is Unified Communications • Benefits of Unified Communications • Things to consider • • • Planning Designing Implementation Training On-going management • How Managed Service can assist with Unified Communications • Q&A

What is Unified Communications fax presence information application sharing instant messaging IP telephony CRM chat call control interactive whiteboards SMS e-mail digital signage video conferencing speech recognition desktop sharing voicemail IPTV

What is Unified Communications Wikipedia: A basic definition is "communications integrated to optimize business processes. “ Unified communications is an evolving set of technologies that automates and unifies human and device communications in a common context and experience.

Benefits of Unified Communications • Save Time – Click to call, Single number, Presence, Call escalation, Content Sharing, Reduce Travel Time • Reduce Cost – Faster Contact, First Call Resolution, Minimize Travel Expense • Improve Customer/Employee Sat – First Call Resolution, Makes Time to complete work actions • Greater Flexibility – Mobility, Information Sharing, Call Escalation, Conferencing

Things to consider… • Planning • Designing • Implementation • Training • On-going management

Things to consider… Planning • Scope • Understand all the components of UC • Which organizations will be impacted? • How many locations will be included? • What current functionality can be migrated to our platforms? • Application/Feature Requirements • What features are required today? • What features will we need for the future? • Who gets what functionality?

Things to consider… Planning • Integration • Current communications systems? • Existing business applications • Provider series. • Network Infrastructure • Servers, Server Rooms capacities • Network Capacity, Quality of Service? • Network access for expanded user applications?

Things to consider… Planning • Network Infrastructure • Servers, Server Rooms capacities • Network Capacity, Quality of Service? • Network access for expanded user applications? • Budget and Resources • Implementation • On-going • Time frame

Things to consider… Designing • Capacity Requirements • “Right Sized” for current, future and unforeseen growth • Hardware, Software and Network • Integration • Identify technologies, software, and equipment required to connect • Document all interconnectivity points • Validate “ideal design” against the “reality in the field”

Things to consider… Designing • Migration Plan • What parts move forward • What parts are required…applications, access, capacity • Time requirements • Costs • Design cost versus Plan • Resource requirements • Recommend appropriate design based on cost versus functionality

Things to consider… Implementation • Installation • Hardware, Operating Systems and Application Licenses • Network Services • IP Addresses and Network Ports • Implementation • Configure UC platform and supporting systems • Configure integration with existing systems • Migrate features and applications

Things to consider… Implementation • Validation Testing • System integration and interoperability • Network Access • User Acceptance • Deployment • Flash cut or migration? • Required support staff during and after cut? • Training plan in place?

Things to consider… Training • Who needs to be trained and on what? • What is training curriculum / format is required? • What type of facilities are needed? • How many do you train at a time? • When do you role out the training? • On-going training for new hires?

Things to consider… On-going management • Proactive System Monitoring • Capacity / License Management • Moves, Adds, Changes • Application and OS Upgrades and Patches • Problem Isolation and Resolution • Problem Escalation • Hardware replacement • On-going training for support staff • Required Budget and Staff Resources

How Managed Service can assist with Unified Communications • Identify the application and feature requirements • Evaluate Network Capacities and QOS Levels • Develop an integration plan with existing applications • Project Manage the transition with an experienced team • Provide and Maintain Servers • Reduce the project delivery time frame • Bottom Line…Fill the resource/knowledge gap

Question & Answer