enhancing your business process with unified communications

Enhancing Your Business Process with Unified Communications

November 2010

Quick Facts

About Us• 20th Year• Grand Rapids &

Royal Oak• 25 Staff

Approach• Vendor Agnostic• Non-reseller• Professional

Services Only

Partnerships• Microsoft Gold

• Central Region Client Experience Award Winner

• VMware Enterprise• Cisco Premier• Novell Platinum• Citrix Silver

Infrastructure

Access & Identity Management

Expertise

Project Management

Collaboration

Talks TechC D H

Agenda

• Unified Communications• Microsoft Technologies• Capabilities

– Messaging– Voicemail– Telephony– Instant Messaging / Presence– Unified Conferencing

• Architecture• Summary

Unified Communications

Decreasing Costs

Reduce Travel Expenses

Reduce Telephony and Audio Conferencing Charges

Lower Real Estate and Facility Costs

Lower Messaging and Voice Mail Costs

Reduce Cost of Communications Systems

Note: See the Achieving Costs and Resource Savings with Unified Communications White Paper for details.

Saving up to

40%Saving up to

40%

Saving up to

40%Saving up to

40%

Saving up to

40%Saving up to

40%

Saving up to

40%Saving up to

40%

Saving up to

50%Saving up to

50%

Improve Business Outcomes

Improve End-User and Team Productivity

Complete Projects Faster

Shorten Sales Cycle

Attract and Retain Customers

Resolve Customer Issues Faster

Up to 10%Up to 10%

Up to 20%Up to 20%

Up to 20%Up to 20%

Up to 30 min/dayUp to 30 min/day

Note: Results are based on actual Microsoft customer evidence and a composite case study of a 4,000-person company developed from interviewing 15 companies. Please see the “Total Economic Impact™ of Microsoft Unified Communications” white paper issued by Forrester Research.

Microsoft

• Communications Server– Live Communications Server 2003/2005– Office Communications Server 2007/2007 R2– Lync Server 2010

• Exchange Server– Exchange Server 2007– Exchange Server 2010

Magic Quadrant

• Increased adoption year-after-year. Critical telephony improvements in Lync Server.

• Exchange UM acceptance and maturity. Outlook Voice Access.

• Collaboration and desktop strength / emerging real-time communications.

• Flexibility in deployment configurations.

Gartner: Magic Quadrant for Unified Communications

Integration

Office applications

SharePoint

Conferencing Integration

Telephony Integration

Office Communications

ServerExchange

Server

Active Directory

Messaging

• Exchange Server• Roles

– Mailbox, Hub Transport, Client Access, Edge Transport, Unified Messaging

• Database improvements• High availability

– Database availability groups• Security

– AD RMS integration

Exchange 2010

• Online archive• Retention policies

– Deletion and archival• Legal hold• Multi-mailbox search• Role based access control (RBAC)• Exchange Control Panel• Enhanced integration with Exchange

Online

Voicemail

• Voicemail preview– Voice to text– Actionable

• Outlook Voice Access– Voice commands

• Protected voicemails• Auto attendant

– Custom menus, greetings, business and holiday schedules

• Call answering rules

Exchange ROI

Forrester Consulting: The Total Economic Impact of Microsoft Exchange 2010

Demo

• Outlook Web• Exchange voicemail• Exchange Voice Access

Instant Messaging / Presence

• Instant messaging– Multi-party chats– Access levels– File transfer– Ad-hoc meeting– Desktop sharing– Public IM Connectivity (PIC)– Federation

Presence

• Presence– Status – Available, Away, Busy, Do Not Disturb,

Offline– Integration with other applications

• SharePoint• Outlook• Exchange – Outlook Web

• Presence information– Level of access– Status updates

Unified Conferencing

• With a single, easy to use interface you can switch seamlessly between audio, video, and Web conferencing and desktop sharing.

Conferencing

• Scheduled or ad-hoc• PSTN conferencing• Outlook add-in• Meeting client

– OCS/Lync client– Live Meeting client/Attendee console– Web client/reach client

• Meeting lobby

Components

Conferencing Auto Attendant (CAA)

Personal Virtual Assistant (PVA)

Group Virtual Assistant (GVA)

• Handles the IVR for the user join flow• Joins the user to the conference• Plays music if conference hasn’t been activated

• Handles prompts played to a user/group of users in their language- You’ve been muted/unmuted, help, roll call

• Handles prompts played to ALL users in the conference in their language

- Entry/Exit announcements

Demo

• Communicator client– Multi-party chat– Presence– Access levels

• Live meeting– Outlook add-in– Live meeting– Roundtable

Telephony

• Scalable Voice-over Internet Protocol (VoIP) solution allows users to place, receive, forward, or delegate calls right from their PC, desk phone, or mobile phone.

• Enterprise voice• Remote call control• Communicator client

– Simultaneous ringing– Call forwarding

• Mediation service• PSTN Gateway• SIP trunk

Response Group

• Hunt groups and basic IVRs• Integration with OCS presence• Agent anonymity• Announcements• Speech recognition and TTS• Music on hold• Basic CDRs

Lync Server 2010

Management

• PowerShell• Role based access control (RBAC)• Control Panel• Improved alerting and reporting

– Reports on monitoring server– SCOM pack more accurate with synthetic

transactions– Actionable alerts

Instant Messaging

• Activity feeds• Conversation history• SharePoint based

skill search

Meeting

• No more Live Meeting• Clients

– Communicator– Attendee

console– Reach server

• Asynchronous viewing

• DTMF commands

• HD Video

Voice

• Call quality attendant / In-call quality feedback• Call admission control• Media bypass• E911

– Location awareness

• Call park• Private lines• Malicious call tracking• Unassigned numbers

Architecture

• Mediation server co-location– From 1-to-1 to many-to-many

• A/V Conferencing pool• Topology Builder• Central Management Store

– Each server has replica of topology

• Virtualization support

High Availability

• DNS load balancing– Supports draining of servers

• Survivable Branch Appliance / Server– Medium branch (25-1000) = SBA– Large branch (>1000) = SBS

or STD Ed.

• Datacenter resiliency– Primary and backup SIP registrar – Failover to backup if primary

non-responsive

Demo

• Lync client– Integrated conferencing– Activity feed, conversation history

• Attendant console• Integration

– SharePoint– Office– Exchange

• Management– Topology builder– Control Panel– Reporting

Grand Rapids15 Ionia SWSuite 270Grand Rapids, MI 49503p: (616) 776-1600

Royal Oak306 S. Washington Ave.Suite 212Royal Oak, MI 48067p: (248) 546-1800

Thank You

www.cdh.com

plantemoran.com

Understanding & Applying Unified CommunicationsC/D/H Customer Briefing

“UC” means different things

Many products with “Unified” in the name

“UC” is often sold as a “thing” you buy

Confusion in the Market

Integrated VMChat applicationsFilesharingIP communicationsWebinarTeleconferencingSpeech recognitionBusiness process integration

Unified Communications

UC

“Unified Communications is the integration of communication functions into business processes”

Editor – CIO Magazine

“Technology that connects communication and collaboration applications on a common platform”

Forrester Research

“Communications integrated to optimize business processes”

www.ucstrategies.com

What is Unified “Communications?”

The UC Continuum

Three Stages of Unification

U-Infrastructure U-Applications U-Processes

IP Telephony Conferencing Mobility Presence/IM Third Party Call

Control

Automatic notification of events

Automatic contact lists

Web-enabled links allowing real-time contact

The UC Continuum

UC-Infrastructure

ConsolidateVoice/Data Cabling

Vendors

MergeVoice and data staff

CollapseVoice onto the LAN

Voice onto the data WAN

The UC Continuum

UC-Applications Focus: User productivity tools Enhance Personal Productivity Enhance Workgroup Productivity

Jessica Young

The UC Continuum

UC-Processes: Focus: Integrate/automate communications

input/output in response to a business process Build communication methods directly into business

processes Communications Enabled Business Processes

(CEBP)

CEBP – How do we get there?

Process Optimizations

“Human Latency” in the business process Examine operations, business processes, and

workflows - where are communications causing bottlenecks? “hotspots”

Determine what “tools” may exist to remove or mitigate “hotspots”

Can “tools” be integrated into specific enterprise operations and business processes (CEBP)?

Process OptimizationProblem Identification

A B C D EndBeginning

It has a beginning and an end



Human Latency


Bottlenecks


A

A

A

Process Optimization Solutions

Finding Solution to alleviate HotSpots

A B C D EndBeginning A

Process Optimization Solutions

And optimize the process



CEBP is about removing (or minimizing) human effort, understanding, action, remembering – to make needed communications happen

Where are the communications problems? Can we embed tools to

simplify/streamline/automate the communication or action we need to occur?

Automatic Alerts / Reminders / Notifications

X X X

X X X

X X X

X X X

X X X

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Y Y Y

Inventory

UC Driven Process


1 Review and assess key business processes – are any being impacted by communications bottlenecks/breakdowns?

2 Identify and prioritize the key business processes being affected by communications bottlenecks/breakdown

3 Identify the source and impact of the communications bottleneck/breakdown


4 Identify what could be done (what tools could be used) to resolve or mitigate the “hotspot”

5 Identify what the new process would look like

6 Assess the difficulty and cost to implement the change


7 Determine which process(es) would be the best candidate(s) for employing CEBP

8 Verify a partner who can help you get there

9 Plan the deployment process


10 Conduct training

11 Conduct a post-implementation review to assess outcomes

Communications Enabled Business Process

CEBP – Example #1

Communications-Enabled Web Site B2C Add Click-to-Call / Click-to-Chat to customer-facing

web sites Reduce customer abandonments Improve customer satisfaction

Pass customer account information to agent Faster service Avoid annoying the customer with redundant requests

CEBP – Example #2

Voice-Enabled Portals Hospitality Adding voice services to in-room Web terminals

Free VoIP calls to restaurants, theaters, sporting events Improve customer experience Ad revenues from participating business partners

Healthcare Adding voice services to in-room Internet

Telephone calling Access to hospital services Conferencing distant family members

CEBP – Example #3

Communications-Enabled Kiosks Retail Malls Customers can look up stores/products Customers can make a call to ask questions

Airports, Train Stations, Convention Centers Customers can look up hotels, restaurants, car

rental agencies, taxis Customers can make a call to set a reservation

CEBP – Example #4A

Interactive Notification Services Phone calls, SMS message delivery, and email

notification is typically supported Capabilities exist for customers to interact with

back-office business systems and call centers

CEBP – Example #4B

Interactive Notification Services Examples: Airlines: Notify customers of delayed or cancelled

flights; customers can use IVR or call center agent to reschedule flight or request refund.

Credit card companies: Alert customers to unusual account activity, allowing them to verify or deny a transaction.

Brokerage firms: Notify customers when a stock reaches a pre-defined price, allowing them to confirm a sell or buy order using a touchtone phone.

CEBP – Example #5

Internal Business Process Old Way: Try to reach a party by name or

phone number New Way: Callers are automatically connected

to the person who is best suited to help them based on business function, skills and availability. How: Many provide extensible presence services for

contextual call routing.

CEBP – Example #5A

Internal Business Process Financial Services: A general financial advisor on a customer call seeks

a real-time consultation with a government bond specialist. Rather than dialing the phone number of a particular specialist, the advisor simply clicks on a government bond icon in his client application and is connected automatically to an available specialist.

CEBP – Example #5B

Internal Business Process Sales Force Automation: A salesperson needs to offer an extraordinary discount

to close a deal by the end of the business day. Rather than trying to manually find a manager who can approve the discount, the salesperson initiates an approval action directly from his sales force automation application and is automatically connected to an available sales manager authorized to approve the requested discount level.

CEBP – Example #5C

Internal Business Process Telecommunications: A Level 1 support rep is contacted by a customer with

a network problem. As the support rep documents the problem a portal is opened showing the available technical engineers qualified to take this call. The support rep can click to start an IM session or add the engineer to the call.

Thank You!

Ted MalliresPlante & [email protected]