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Introductions
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CenturyLink Rebranding to Lumen
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Supporting the “Cloud-First Policy”
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Solutions Topology
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Service Categories
– Category 1 Unified Communication
– Category 2 SIP Trunking
– Category 3 Contact Center
– Category 4 Centrex Services
– Other Related Services
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New Technology/Additional Services
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Service Availability
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Wrap up with Q & A
AGENDA
SLED Focus on Our Customers:
Your Success is Our Success
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The Strategic Florida Government Team
• Andrea Thomas – Area Account Director
• Todd Kill – Account Director • George Dalton – Account Director • Todd Jones – Account Director • Will McFarlin – Lead Sales Engineer • John Glowczewski – Sr. Sales Engineer • Mike Renard – Engineering Manager
• Dave Lovelace – Strategic Services • Matt Fancher – Specialized Sales UCC
• Mark Murrell – Specialized Sales IT Solutions • Vickie Byrne – Call Center Sales Specialist
• Jason Wells - Call Center Engineer
• Rolando Perez – CPE Strategic Development • Jon Osterbur – Customer Support Manager
• Scott Mason – Service Delivery
Dedicated to serving Florida State Agencies, Local Government, Government Healthcare, K-12 and Higher Education Communities.
• Paul Curlee – Sales Director
• Michelle Watson – Area Vice President SLED • Sonia Ramsey – Regional Vice President SLED
• David Young – Sr. Vice President – Public Sector • Christie Pontis – Director of Regulatory Local Affairs
© 2020 Lumen Technologies. All Rights Reserved.
Lumen Presence in Florida
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More than 1 Million connections statewide
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More than $158 Million annual salaries
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More than $7 Billion total Network investment
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More than $200 Million investment in 2020
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More than 2,200 employees in Florida
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More than 30,000 fiber route miles
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Nearly16,000 On-net buildings
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Lumen and its employees gave nearly $500K in
The 4
thIndustrial Revolution
Lumen: The Platform for Amazing Things
Lumen is well-positioned for the platform
Next-gen
applications require
Highly distributed computeHigh performance networking
Multi-cloud orchestration and connectivity
Embedded security
Cloud-native digital experience
~450K
6400+
2200+
100+
Global fiber route miles
Low-latency connectivity with broad reach
Internet AS’s connected
Deepest peered IP network in the world
Public and Private data centers on-net globally
Dynamic connections to cloud providers
Edge compute nodes underway
Designed to cover > 98% of U.S. enterprise demand within 5ms of latency
Strategic Relationships
• Genesys - Partner since 2003
• Cisco Systems - Gold Partner since 1994 • PATLive – Partner since early 2000s • Mission Critical Services
• Security Services – Palo Alto
– Cisco Systems – Fortinet
– Black Lotus Labs • CPE partners
– Juniper – Versa
Hosted Collaboration
Solutions (HCS)
Cisco HCS delivered by
CenturyLink is a comprehensive, agile, single tenant service that solves your communication challenges by providing rich collaboration virtually anywhere, delivered as a service.
• Voice and video as a service
• Voicemail and integrated messaging as a service • IM and Presence as a Service
• Mobility-as-a-Service
• Contact Center-as-a-Service • Web Conferencing-as-a-Service
• Minimum 250 users across a single agency • Delivered via MFN2 network
• Delivered over any Internet or additional dedicated WAN/SDWAN services to build fully redundant per-site network options
• Requires separate PSTN connections - traditional TDM or recommended SIP Trunks
Lumen Customized
Hosted VoIP Services
(HVS)
Hosted VoIP offers advanced, cloud-based calling features over CenturyLink’s privately owned fiber network using the
geo-redundant BroadSoft BroadWorks platform for added business
continuity and security.
CenturyLink Hosted VoIP scales easily and includes all upgrades and improvements at no additional cost.
• Feature-rich Polycom IP handsets
• Simple portal for management and common feature set for end users
• Failover and recovery mode rollover/rollback options
• Flexible service allowing you to pay only for features per user type
• Scale from a few users to over 10,000 per location
• Delivered via MFN2 or optional delivery over any Internet • Pricing includes PSTN connectivity
SIP Trunking
CenturyLink IQ SIP Trunk is an optimized voice
communication service with simple, scalable and cost-effective service features that will modernize how your
business communicates.
• Choose from Standard, Premium and Enterprise Sessions that support session pooling, trunk-level failover and diverse route planning, all controlled from a single portal • Delivery to the MFN2 network is designed to
be diverse. Customers can also select the Enterprise Sessions to enable geo-diverse SBCs in the CenturyLink Network
• Agencies can bring their own customer premise SBC or purchase a managed SBC using this contract
• Certified to work with Cisco, Avaya, ShoreTel, Adtran, AudioCodes and others
• Supports Centralized and Decentralized designs without incurring additional trunk costs due to session pooling
• Enables business continuity with additional failover options to IP, PSTN and PRI
Our Contact Center Portfolio
A comprehensive portfolio supporting a broad set of customer needs and applications
Cloud Contact Center
Interaction Routing, Genesys Cloud and UCCE
• ACD
• IVR
• Voice & Screen Recording • Omni-Channel • WFM • VHT • Analytics • Outbound Notification Network Services and Applications
Contact Center Services (CCS) - Advanced Toll-Free • Toll-Free • Local numbers • Advanced Features • IVR • Recording • Queuing • Voice clarity • CX tools • Non-PSTN • Risk scoring Consulting Services
Scope of Work (SOW) based custom solutions
• Strategy evolution • Transformation planning • Strategy • Integration analysis • BCDR Recovery / Planning • Workflow Optimization • Application Development • Systems integration 20
Lumen Contact Center Solutions
4G/LTE Advanced Routing Toll-Free Cloud Hybrid ACD IVR Customer Experience Analytics AI/Bots Security Fraud Protection Queuing Recording Omni-Channel CPE Virtualizing Business Thought LeadershipNetwork
Growth
Efficiency
Security
• Genesys Partner Since 2003
• Lumen Interaction Routing
• Hosted legacy product based on Genesys PureEngage • 1000+ Customers (Enterprise & Government)
• Strong Lumen and Genesys Support Teams • Operations
• Engineering
• Professional Services • Sales
• Architects
• Network & CCTR with 1 Ticket
• Genesys Cloud is Lumen Go Forward Direction
• Integration of Lumen Network with Genesys Cloud for all-in-one Solution
Voice Transition Services
• Scope of Work based service
• Ability to provide Walk-in Takeover (WITO) support for legacy systems while transitioning to new SCS services
• Voice platform agnostic
• Team of voice and data specialists
• Develop strategic engineering designs and project plans that include integration to legacy systems to facilitate large, complex migrations that cannot experience downtime • Provide detailed system documentation,
operational guides, end user and admin
training, all customized to fit the needs of the agency
• Agencies can utilize self-enablement
resources for less complex or business as usual activities and escalate to additional support resources as needed
PATLive Services
• Scope of Work based services
• Activate Tier 1 call center with agents in 72 hours • Remote agents deployed statewide
• Multilingual
• Multi-Tiered trained staff based on agency requirements
• Capability of integrating with customer backend databases
• Dashboard and daily reporting • IVR front-end option
Long Distance and Toll-Free
Services
• Long distance provided on all services • International Long Distance
• Toll Free on all services • Operator Service
• Answer and Disconnect Supervision
• Block calls to certain numbers (976, 974) • Support of Fax and Modem calls
• CenturyLink will port existing 800 numbers
• CenturyLink has failover built into the solution and can reroute 800 numbers
• Can block 800 numbers from certain areas • DNIS and ANI delivered
• Percentage allocation routing
Dedicated IP Access for
Non-MFN2 Sites
• CenturyLink owns, operates, or leases a total of 500,000+ fiber route miles globally
• International backbone of 280,000 fiber route miles reach and coverage in 85+ countries
• Dual POP resiliency in major centers
• Seamless connectivity into CenturyLink’s data centers around the globe
• Extensive Peering Arrangements
• Control Center Web-Based Customer Portal
• Complete Network Monitoring and Management through Network Management Service
Managed LAN
• High levels of expertise to design, install and proactively manage
• Full reporting and visibility available
• Internal IT staff can focus on more critical business needs • Full 24/7/365 professional monitoring, troubleshooting and
response
• Proactive monitoring of customer environments and alerts to incidents while responding and resolving them
Cloud Connect
• Efficiency: Connect offices around the world to the local cloud
and datcenter resources needed to run mission critical applications
• Security: When choosing private connectivity, the applications
for you to migrate and optimize to the cloud, are within your trusted perimeter and external threats are minimized
• Agility: Connect to a range of clouds, range of technologies and
speeds, turn up service quickly, scale bandwidth dynamically, pay only for what is used
• Performance: Maintain control over the end-to-end
performance of applications as you migrate them to public and private clouds
IP Failover SD-WAN
CenturyLink® SD-WAN Solutions help
reduce the complexity and risks of
network transformation by securing and coordinating workloads across the full range of connectivity types on a single, automated platform with centralized visibility and control.
• Strengthen security with end-to-end visibility, next-generation firewall capabilities and encryption to help minimize security risk
• Optimize app performance and availability with real-time
analytics visibility and control to help increase productivity and optimize cloud and app performance
• Increase network agility by providing on-demand scalability to make changes in near real-time to quickly meet evolving
business needs
• SDWAN is network agnostic and allows the integration of multiple transports. Intelligent use of public and private
transports to augment MPLS and Ethernet with budget-friendly dedicated internet, broadband and 4G/LTE access
• SDWAN appliances sized appropriately for various site High Availability (HA), bandwidth and security needs. Ethernet handoff for all circuits is required
Lumen Labor and Professional
Services
• SOW based services
• Provides full life cycle support
• Consultative and collaborative approach to support implementation, optimization and growth
New Technology/Additional Services
• 5 Year Contract
• 5 – 1 Year Renewals • Cloud Based Technology
• Remote/Teleworking enabled offerings – Hosted Collaboration Service – Hosted VoIP Service
– SIP Service
– Contact Center Service
Service Availability and Acceptance
• Contract award date – July 1, 2020 • Service availability End of Q1 2021
In summary….
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End-to-End Provider
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ILEC in the Capital City
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#1 MFN-2 Partner
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Local Tallahassee account team
• Respected partner with strong history
• State of Florida Program Manager