Delivering UC Solutions UC Summit

(1)

Siemens Enterprise Communications

Delivering UC

Solutions

UC Summit

David Leach

Unified Communications Consultant

Siemens Enterprise Communications

May 2012

(2)

Business Issues to Address

June-12

2 

Lack effective communications evolution strategy



Collaboration initiatives



Mobility / remote work initiatives



Need for faster business responsiveness



Work anywhere, any device. Any chance?



Driving interop between comms networks and business apps



Cost containment – mobile, conferencing, travel, MAC



Perceived complexity of UCC



Evolving from multi-vendor voice infrastructure to a bright future



Outdated technology, lack of capital

(3)

Today’s Communications Challenges

May 2012

3 Business success

frequently comes down to one

common question:

How do we get better performance out of existing

assets?

(4)

Common Drivers Found for Unified Communications

May 2012

4 IT Expense Reduction



Data Center Model reduces Admin. costs



Minimize 3

rd

_{party conferencing services}



Closer inspection of on-going expenses



Work with the existing IT and telephony

infrastructure



Maximize value of VoIP networks

Improve Operational

Efficiency



Facilitates Shared Services Strategy



Maximize resilience; better than redundant



Adapt deployment to fit schedule and …



Reduce business travel and communications

costs while traveling



Centralize Management and Admin

Improve Corporate Efficiency



Be reached via one published number,

regardless of your location or device



Reduce duplication, waste and rework in

communications-intensive activities



Communications and collaboration approach

mirrors target customers and new employees



Tele-work, office sharing, at-home teams

Improve Responsiveness



Connect to Colleagues in real-time, on

the first try



Click-to-call/conference from your existing

applications and accelerate decision making



Reduce latency in processes

(5)

OpenScape Vision

The social mobile communications cloud

May 2012

5 OpenScape cloud solutions

OpenScape UC Server

Premise

deployment

Hybrid

deployment

Cloud

Enterprise

applications

services

Cloud

Consistent user

experience

Open SOA

(6)

Siemens Enterprise Communications

Delivering UC

Foundation Architecture

May 2012

(7)

Data Center Solution

May 2012

7 Data Center

Applications



All users access same features and

applications



IP Mobility and One-Number Service



Unified Management Domain

(8)

Data Center Solution

May 2012

8 

Unified Management Domain



All users access same features and

applications



IP Mobility and One-Number Service

Survivable Gateway

Voice Network



Geographic Node Separation

Data Center

Applications

Data Center

(9)

OpenScape

Unified Communications Architecture

June-12

9 June-12

9 OpenScape Unified

Communications Server

Session Detail

Reporting

_Management

Availability

Aggregated

_Presence

QoS

Management

SIP Session

_Control

(10)

OpenScape

Unified Communications Architecture

June-12

10 June-12

10 Aggreg

ated

Presen

ce

Aggre

gated

Prese

nce

Admin. &

Licensing

Admi

n. &

Lice

nsin

g

SIP Session

Control

SIP

Sess

ion

Cont

rol

QoS

Management

QoS

Mana

geme

nt

OpenScape Unified

Communications Server

Session

Detail

Reporting

Sessi

on

Detail

Repor

ting

Availability

Management

Availa

bility

Manag

ement

QoS

Management

SIP Session

Control

Admin. &

Licensing

Co

nfe

ren

cin

g

IM

Email

UC

Ap

pli

cation

Ema

il

Mobil

ity

Ca

ll

Ce

nter

Microsoft

Ecosystem

IBM

(11)

OpenScape Contact Center

Private cloud

May 2012

12 OpenScape Contact Center Agile/Enterprise

Multi-Channel Inbound

n

First-contact resolution

n

skills-based routing and reporting

OpenScape Contact Center Voice Portal

Self-service automation

n

High value segmentation

n

Reduce agent-assist handling

Workforce Optimization Solutions

Call recording

n

Quality monitoring

n

Workforce Management

OpenScape Contact Center Customer Collaboration Solutions

Screen Sharing

n

Remote Support

n

Web Collaboration

OpenScape Contact Center Social Media Solutions

Social Media Listening

n

Twitter integration

n

Facebook integration

O

pen

Scape

UC Ser

ver

UC

Voice

Mobility

Contact Center

Collaboration

Video

Messaging

OpenScape Contact Center Campaign Director

(12)

OpenScape Exchange

An Adaptable Approach to UC, not a transition to single vendor environment

May 2012

13 Local PSTN Access

Local PSTN Access

Site A

_SIP

Site B

Site C

PSTN

Gateway

Data

Center

Multi-facet

Management

OpenScape UC

Server 2011

Centralized

UC Services:

UC App

Conferencing

Video

Unified Messaging

Business Applications

WAN

Migrate Licenses &

Reuse Phones

Home and Mobile Workers

(13)

Common Management Platform

Scenario: Big and complex deployments

May 2012

14 3rd Party

Products

OS Voice

Assistant

OS UC

Assistant

OS Branch

Assistant

RG8700

Assistant

Xpressions

DLS

H4000

Assistant

EM

Open SOA Services

SPML

Profiles

Southbound Resource Management

OpenScape Identity Lifecycle Assistant

CMP5

SPML interfaces for resource management

Directories

Service

_Mgmt

_Management

Umbrella

Billing

Provisioning

Common

_{IT Apps}

Northbound interfaces

_{ILA Self-Service}

Portals

(14)

Siemens Enterprise Communications

Collaboration

May 2012

(15)

OpenScape UC Functionality Overview

May 2012

16 General presence

status of each contact

Availability, by media,

of each contact

Directory search – any LDAP

How to manage your

presence state

(16)

OpenScape Mobile Client

For Those Who Don’t Sit Still

May 2012

17 

One Number Service



Presence



Preferred Devices



Synchronized Contact



Lists



Conferencing



Call Routing

OpenScape Mobile UC client



Set preferred device



Set own presence status



See Contact List with presence and aggregated media status



Set own location, timezone, free-form note



Query location, time zone and free-form note from each contact



Call/conference to single/multiple contact(s)



See workgroup list



Make call to workgroup



Device handover



Initiate / join conference



See conference status



Activate pre-configured rules



See missed calls



Call numbers in call history



Local contact list search, sort and grouping

(17)

Handling Social Media as a New

Customer Interaction Channel

May 2012

18 Customer sends a tweet

into the twittersphere

Agent responds via twitter using

their social media agent desktop

Contact center

managers use

existing routing and

reporting tools to

manage the center

Careful - lights are out in

the campus parking lot?

Tweet detected

by OpenScape

Contact Center and

routed to the best

available agent

2

1

(18)

OpenScape Fusion SDK

Some Examples of What You Can Do

May 2012

19 Connect with people faster and easier

Social Media Integrations

Contact Center with Embedded UC

Powerful Phone Applications

Call me...

Improve response time & proactive support

Deliver better service &

automate communication

Communications Embedded Processes

(19)

OpenScape UC Integration Services & Solutions

Typical Business Portal Integration Scenarios

May 2012

(20)

Siemens Enterprise Communications

Deployment Options

May 2012

(21)

Deployment Options - Differentiators

May 2012

22 

OpenScape Exchange – Insurance

Carrier, multiple platforms and generations



Hosted – Manufacturing Company



Housed – Automotive Company



Disaster Recovery – Financial Institution



Cloud Computing – Private Clouds



Subscription Pricing – Seasonal

Businesses



Virtualization – 15% of new opportunities

(22)

Siemens Enterprise Communications

Business Case

May 2012

(23)

Key Assumptions of Savings

May 2012

25 Topic

Assumptions

Gross Savings

_{(Full Deployment)}

Voice Support Staff

(On-Site Physical MAC,

Administration)



Centralized and IP based infrastructure will reduce current PBX support staff as rollout of OpenScape

UC platform covers each BU



Over time, we assume that ~12 FTE currently in BUs will be reduced to effectively 3 FTEs (to support

perhaps some BU specific legacy infrastructure that remains after full UC deployment after 3 year

deployment)



This cost will be replaced by centralized system admin, program management and help desk costs

related to the UC platform (and billed back to BUs in a utility model)

35%

Audio Conferencing



OpenScape UC includes a built in, rich self-managed audio conferencing solution that will eliminate

most of the bills to external providers



We estimate ~20% of current spend will not go away (customer needs, external 800 number,

individuals who insist on having external bridge etc)



Cost of deploying and managing UC based conferencing as well as bandwidth included in net

savings.

25%

Maintenance & Service

Contract Fees



Elimination of current maintenance & service contract fees as legacy PBX migrate to new OpenScape

solution



Maintenance costs for new solution will be taken into account as new costs

20%

Mobility spend of home workers



40% reduction in mobile minutes usage (savings for pooled plan or moving to lower plan)



Excludes data plan when estimating savings (~40$/month/user)

8%

Trunking via SIP Trunking



20% improvement by using SIP trunking

_4%

Domestic Call Reduction



All intra-company calls routed on IP network (estimated by BUs at ~60%)

4%

(24)

Siemens Enterprise Communications

Thank You!

May 2012