ucs cloud-based communications

8/8/2019 UCS Cloud-Based Communications

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Jim Burton

CEO, CT Link

Cofounder, UCStrategies.com

Nancy Jamison

Welcome

Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.

,

UC Expert, UCStrategies.com

Tim Passios

Director, Solutions Marketing

Interactive Intelligence


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Founded 1994

Publically Traded: Nasdaq ININ

Innovative, first-to-market approach

1st all-in-one platform for enterpriseand contact center telephony

1st SIP-based IP contact center suite

1st all-software IP PBX

Head uarters: Indiana olis Indiana

Innovation A Solid Foundation


Regional North America HQ offices:

Offices throughout EMEA, APAC

and Latin America

Denver, CO Irvine, CA

Herndon, VA St. Louis, MO


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CaaS: Communications-as-a-Service

Communications provided, and managed, as a

service vs. on-premises system

CaaS Defined:


Similar in scope to other software applications Minimization of capital expenditures and onsite

equipment

The contact center is leading the way


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The preferred approach to business solutions, including

communications allows companies to:

Reduce or eliminate capital expenditures

Reduce IT educational and support costs

On-demand scalability safety from over or under

provisioning

The move to CaaS


Reduce IT footprintIncrease deployment flexibility

Develop a disaster recovery plan

Gain access to new technologies more quickly

Enjoy investment protection

Develop a virtual workplace


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Centrex

Didnt meet the needs of majority of the market

Only garnered 1-2% share of agent positions in NA Didnt provide administration interfaces for MACs

Didnt have the applications

CaaS vs. Centrex


TDM-based Limited and inflexible deployment models


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CaaS

IP-Based

Full-featured, robust applications for contact center andenterprise communications

Flexible deployment models

CaaS vs. Centrex


pp ca ons can e urne on or o rap y Remote administration tools

Remote supervisory monitoring tools

Phones can be moved around anywhere in the office

*Can provide complete monitoring tools (queues, users,

lines, emails, chats, faxes - all with alerts)*Depending on the provider


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While small and midsize businesses (SMBs) are attracted

to the operating expenditure (opex) financial model, hosted

contact center services are being embraced by larger

enterprises as well. Gartner Dec 2008 G00163587

The number of CaaS agent positions will grow from 107k in

What the Analysts Say


ar ner e

Given todays tight economic environment and these

potential savings, the hosted or on-demand contact center

solution must be considered when an SME is consideringimplementing or revamping a customer interaction software

application. -- Yankee Group March 2008


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Selecting a CaaS Provider

Provider Options

Traditional Carriers

Considerations

Poor track record with complexapplications

The ASP doesnt own the contact


Traditional ASPs

Start-up CaaS/SaaS Providers

ContactCenter/Communications

Software Companies

center/communications software =lack of control

Typically small companies with alack of financial resources, track-

record and experience = increasedrisk

Provider-developed software =greater control and experience/best

practices


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CaaS Functionality


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Contact Center

ACD

Supervisor Applications

Recording and Quality Monitoring Post Call Survey

Outbound Dialing

Screen Pop

CaaS Functionality


IP PBX Auto Attendant

IVR

Knowledge Management

Integrations

Administration

Customer Portals


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UC

Presence

Conferencing

Embedded call control

Web Collaboration

Video

CaaS Functionality



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2009 Interactive Intelligence, Inc.

DEPLOYMENT APPROACHES


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System A System B System C

Service Provider Data Center Dedicated server for each

customer

Excellent customer isolation Expensive because of

dedicated hardware

Separate System Approach


Customer A Customer B Customer C

Difficult for service providerto manage


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Customers share hardware

and run off a single

software image

Inexpensive and easy to

manage for the service

rovider

Shared Tenant Approach

System A

Service Provider Data Center


Poor isolation of onecustomer from another

Poor security, increased

riskCustomer A Customer B Customer C


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Dedicated virtual machine

for each customer (and

ideally dedicated CPU) Excellent customer isolation

Much less expensive and

Virtual Machine Approach


eas er o manage an

dedicated hardware


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DEPLOYMENT MODELS


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Three Deployment Models

Local ControlVoIP

RemoteControl VoIP

RemoteControl TDM


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DEPLOYMENT MODELS

Local Control VoIP


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Local Control VoIP Model

InternetPSTN

RTP

SIP Messaging

Other Data

Data CenterData Center

MPLS


VoIP

Gateway

End Users

(Business/Agents)LCM

Device

Database

Server

Router

Customer

LAN


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Local Control VoIP Model

InternetPSTN

RTP

SIP Messaging

Other Data

MPLS



VoIP

Gateway

End Users

(Business/Agents)LCM

Device

Database

Server

Customer

Router

Remote SiteRouter

WAN(MPLS)

LAN


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Keep your current Telco lines

Keep voice on your network

Keep recordings on your storage Keep data in your database

Easily handle remote sites and remote agents

Local Control VoIP Considerations


eep a ng ca s even e ecomes unava a e

Easily transition to a premises-based solution

Requires VoIP-ready network and on-premises equipment.


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DEPLOYMENT MODELS

Remote Control VoIP


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Remote Control VoIP Model

Internet


LCM

Device

RTP

SIP Messaging

Other Data

VoIP

Gateway


Analog VoIPGateway 911

End Users

(Business/Agents)Database

Server

Router

Customer

Router

PSTN

Network

LAN


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Remote Control VoIP Model

Internet


LCM

Device

RTP

SIP Messaging

Other Data

VoIP

Gateway


Analog VoIPGateway 911

End Users

(Business/Agents)Database

Server

Router

Customer

Router

PSTN

Network

Remote Site

Router

WAN(MPLS)

LAN


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Minimize equipment required on-premises. (IP phones,

analog gateway)

Easily handle remote sites and remote agents

Leave the hassle of Telco lines and equipment to the

service provider (Interactive Intelligence)

-

Remote Control VoIP Considerations


Survivability mode if MPLS network is down.

Usage fees for inbound call only. No usage on agent

connection call over MPLS


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DEPLOYMENT MODELS

Remote Control TDM


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Remote Control TDM Model

Internet


LCM

Device

Database

Server

VoIP

Gateway

LAN


PBX

End Users

(Business/Agents)

Router

Customer

LANPSTN

MPLS

Network


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Shorter implementation

Utilize existing TDM equipment

No need for a VoIP-ready network

No need for an MPLS connection to the data center but

may require increase in internet bandwidth.

Remote Control TDM Considerations


Two call legs (customer and agent) over PSTN, thus higher

usage fees


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CAAS CONSIDERATIONS

How to determine if you are ready


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Is your network VoIP ready?

Do you need to extend the capabilities of your current

communication infrastructure? (TDM, VoIP, or hybrid)

Do compliance standards require you to maintain control of

5 Deployment Model Considerations


customer data?

Do you have a distributed environment with branch office and

remote workers?

Are there future plans to migrate to a premises-based

system?


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Questions?

Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.33


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Cloud-based Communications

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