Cloud Based Unified Communications and Mobility for Centrex

2011 ITPX/NCUG Conference Kevin Drury

Las Vegas, April 12th, 2010

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Presentation Overview

Business VoIP and hosted Unified Communications trends suggest accelerating uptake of cost-effective Cloud-based services

Mobile broadband explosion increasing criticality of Wireless Applications

Mobile workforce features driving UC adoption

Meanwhile, IT complexity challenges still exist

Evolution of business communications in the cloud addresses the majority of these challenges while delivering productivity enhancements and reduced costs

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IP Centrex and Hosted UC Trends

Overall Business VoIP market grew 23% to $15.3B in CY10* Accelerated uptake in IP Centrex and Hosted UC based on

healthy demand for cloud-based services*

8% growth in service revenue

20% growth in seats

*Infonetics: VoIP and UC Services and Subscribers report, 03/28/2011

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IP Centrex/Hosted IP PBX Market Size and Forecast

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IP Centrex and Hosted UC Trends

Overall Business VoIP market grew 23% to $15.3B in CY10* Accelerated uptake in IP Centrex and Hosted UC based on

healthy demand for cloud-based services*

8% growth in service revenue

20% growth in seats

*Infonetics: VoIP and UC Services and Subscribers report, 03/28/2011

** CDW 3rd annual UC Tracking Poll, February 2011

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IP Centrex/Hosted IP PBX Market Size and Forecast

2011 U.S. UC doubled: 8% to 16%

ROI met or exceeded expectations

3/4 said cloud computing enabled faster UC deployment

2/3 said cloud computing made it more cost effective to deploy UC

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Mobile Broadband Proliferation

Driven by massive adoption of smart phones and tablets with 3G support at an affordable price

IDC, 2010

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Mobile Broadband Proliferation

Driven by massive adoption of smart phones and tablets with 3G / 4G support at an affordable price

IDC, 2010Infonetics Research: Fixed and Mobile Subscribers Market Size and Forecast, April 2010

Millions of new user-friendly mobile devices to accelerate availability of OTT VoIP/UC/Video

Mobile broadband penetration worldwide rising by a factor of 3.5 by 2014 to reach 27.1%

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Increased Importance of Wireless Applications

303M Wireless Subscriber Connections in U.S. as of CY10

45% of business decision makers state that wireless applications are important or absolutely essential to remaining competitive

Expect 15% improvement in their bottom-line in the next 12 months in terms of increased productivity or cost reduction Improvements in the form of customer

care, communications, employee efficiency and accessibility, stream-lined processes

National Survey by CTIA-The Wireless Association® and Harris Interactive®

Increasingly mobile workforce

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Mobile Workforce Features Driving UC AdoptionOn-the-go access features especially valued

Top UC Features* Top UC Benefits**

Access to work email and voicemail via smart phone or tablet

Increased productivity

Ability to receive voicemail messages via email

Reduction in operating costs

Video conferencing: Ability to speak face-to-face without traveling

More reliable communication of information

Ability to send broadcast messages to a group via email and telephone

Mass emergency notification

Ability to provide integrated audio/Web/video conferencing

More effective use of remote/mobile workers

Access to instant messaging services Better decision making

*Respondents asked to select all of the UC features employees at their organization find (or expect to find) most useful**Respondents asked to select all of the UC benefits that are (or would be) most important to their organizations

CDW 3rd annual UC Tracking Poll, February 2011

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Meanwhile, IT Complexity Challenges Still Exist

Business Continuity

• Recovering from a major disaster or maintaining productivity during major weather events

Migration Strategy

• Reluctance to rip and replace the existing network to attain advanced business features

Workforce Efficiency

• Employees in multiple locations, geographies and time zones• Maximizing employee collaboration despite travel restrictions

Network Complexity

• Multiple legacy TDM, VoIP, PBX and mobile network “Islands” with non-homogeneous service capabilities

Network Efficiency

• Consolidation and shared services versus decentralization• Outsourcing versus in-house service delivery

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Evolution of Business Communications in the CloudAddressing IT Complexity Challenges

• IP Networking• Wireless Broadband everywhere• WiFi, 3G and 4G Wireless• Intelligent Devices

• Desktop integration• Unified messaging• IM and Presence• Media – text, voice, video

• Reservation-less• Multimedia - many variants• Performance enhancing• Ready to scale in volume

• IP Phones• PC and Smartphone clients• Directory & Call Logs• Call routing / follow-me

• Web services & APIs• Business Apps – complex• “App Store” momentum• Developer communities

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Overlay Centrex with a Converged DesktopAchieve Productivity Enhancements and Reduced Costs

Preserve Existing Investment Deploy multimedia services

immediately Retain existing services and phones Gradually migrate to IP

LegacyLine

FutureMigrationto Full IP

Legacy Line withUnified Communications

Fully hosted VoIP Solution

Users gain access to the full set of UC capabilities, including: Personal Web Portal Federated IM, Chat and Presence Click-to-Call Adhoc Conferencing Web Collaboration

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Activate New Clients and PortalsAchieve Productivity Enhancements and Reduced Costs

Voice over IP Client Flexibility Desktop phones Soft clients for PC and Mobile Devices Click to Call and Control of adjacent IP or TDM phone

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Activate New Clients and PortalsAchieve Productivity Enhancements and Reduced Costs

Voice over IP Client Flexibility Desktop phones Soft clients for PC and Mobile Devices Click to Call and Control of adjacent IP or TDM phone

Call Management Call Routing – Find me, follow me Ad-hoc Conference (any time, no reservations) Multi-call handling Call Logs

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Activate New Clients and PortalsAchieve Productivity Enhancements and Reduced Costs

Voice over IP Client Flexibility Desktop phones Soft clients for PC and Mobile Devices Click to Call and Control of adjacent IP or TDM phone

Call Management Call Routing – Find me, follow me Ad-hoc Conference (any time, no reservations) Multi-call handling Call Logs

Presence/Messaging Auto Presence including “on the phone”

and “Inactive” icon states Secure IM IM Federation with Yahoo, AOL, MSN and Google

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Introduce Mobile OfficeAchieve Productivity Enhancements and Reduced Costs

Extend Corporate network capabilities to the mobile workforce while addressing security risks Great for employees working in the field or

requiring high accessibility Seek out fixed-mobile convergence offers

which support a single number for incoming / outgoing calls with simultaneous / sequential ringing across desk, PC and mobile and a single voicemail box

Look for support of active transfer of calls between mobile and fixed phones with single button push

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Mobile Office Service Overview

Single identity One number for incoming /

outgoing calls Simultaneous ringing IM to SMS federation

Single voicemail box Calls to mobile and fixed

forwarded to single voicemail box

Common dialing plan Across fixed and mobile devices,

including extension dialing

Single point of configuration All features managed using Web Portal

Consistent call handling Same features across any device

Mobile Presence Reflects “on the phone” status of

fixed and mobile devices

Call Grabber Transfer active calls between devices

Dual personality Personal calls can be billed separately

from business calls

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Mobile Office - Business Feature Support

Call Forward Unconditional Call Forward Busy, Don’t Answer Call Waiting* Call Transfer* Conference* Call Completion Busy Subscriber Calling Number Display Blocking Busy Lamp Field/Presence Do Not Disturb Speed Call Long Call Barring/Restrictions Call Screening Call Grabber Music on Hold Meet-me conference

Group Call Pickup Directed Call Pickup Call Park/Retrieve** Parallel Team Ringing Distributed Team Ringing (Hunting)

* Call Waiting, Transfer and 3-party Conference are supported with GSM supplementary services on the Mobile Extension Mobile Handset** Calls cannot be parked on the Mobile Extension Mobile Handset but parked calls can be retrieved

Subscriber Features Group Features

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Mobile Office Client

Mobile Office is a smartphone / mobile phone / Unified Communications client

Client allows mobile users to seamlessly interact with co-workers using their mobile phone as they would at their desk specifically for:

Mobile Extension Dialing Access to Network-Based Address Book Access to Call Logs Meet-Me Conferencing Presence/Instant Messaging Voice Mail Call Handoff / Call Grabber

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Workforce Efficiency

• Productivity enhancements offset the cost of Hosted UC and lower TCO

• More effective use of remote/mobile workers with Centrex features extended into the Mobile environment with full interworking with existing fixed Centrex lines

• Mobile VoIP services can be extended to smart phones over any 3G, 4G or WiFi network without consuming wireless minutes or incurring LD charges

• Reduced travel and faster decision making can be achieved through “ad hoc” & reservation-less audio/video conferencing with no need to book or wait for use of a dedicated facility

• Increased employee satisfaction and reduced frustration due to phone and voice mail tag, presence lessens time trying to contact end users

Realizing Productivity Enhancements & Reduced CostsAddressing IT Complexity Challenges

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Realizing Productivity Enhancements & Reduced CostsAddressing IT Complexity Challenges

Migration Strategy

• Eliminate upfront Capex, etc. associated with CPE solutions• Simple deployment model for PC or Mobile Client • Smooth Migration through the modernization process

Network Complexity

• Ease of extending UC across Enterprise network ”islands”• Extend IM externally to Yahoo, AOL, MSN and Google users• Benefits of UC with no replacement of legacy gear

Network Efficiency

• Support for mixed TDM, VoIP, PBX networks• Limited end user retraining and familiar interface for voice

services, IM, Web Collab and audio/video conferencing

Business Continuity

• Geo-Survivability, alternate routing, survivable gateways, and rapid redeployment

• Services delivered to any PC or IP Phone, anywhere there is broadband access, any time, at any desired location. Work from the road, from home, or anywhere due to an emergency or out of convenience

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The industry trend towards cloud computing and IT outsourcing will enhance productivity through pervasive communications

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Concluding Remarks - Vision of the Future

Productivity enhancements of Unified Communications, Collaboration and true Mobility will change how we work

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Global applications ecosystems will grow from being consumer centric (Apple, Android, RIM) to deliver rich applications to business verticals

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Thank You