AT&T Lync Unified Communications Overview

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1 AT&T Lync Unified Communications Overview Don Happe AT&T Consulting Solutions Terry Crews Hosting & Application Services Michael Keller Network Integration Mark Brownell Microsoft 2011 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

2 2 Background

3 AT&T and Microsoft Strategic Partnership AT&T is: AT&T has significantly matured our internal Lync Service Offerings AT&T Consulting with 100s of Lync Engagements under our belt (Customer Premise & App Services) Application Services maturing and gaining significant wins Launched OneAT&T approach to Lync UC Engagements (AT&T Consulting, Application Services, ABFS, NI, and Service Assurance) Added Microsoft Office 365 AT&T Consulting, ABFS & Service Assurance teaming up to provide technical design/oversight, Support for Lync Deployment and Monitoring Services New Service Available & Planned ATS Virtual Meetings Rooms AT&T Integrated Audio Conferencing Enhancing business customer choice, flexibility and integration expertise through: Broad UC expertise in SIP Trunking, Voice, Networking, and Consulting services Demonstrated expertise in some of the most complex UC deployments in the market. 3 OneAT&T Approach give the customers choice for partner Eco System but managed and supported by AT&T AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T AT&T Proprietary For AT&T and UTC internal use only

4 OneAT&T for UC: Comprehensive Solution Approach for Microsoft Lync AT&T Consulting Design, system integration, program management, IT Service Management AT&T Hosting, Application and Cloud Services Implementation, Support, Management, Monitoring, Service Management in AT&T Cloud Network Integration Data Center & CPE equipment, deployment and maintenance Telepresence and Video Conferencing Mobility Mobile Device Management, Mobile Enterprise Applications Platform Contact Center Hosted and managed contact center solutions Global IP Audio Conferencing Global AT&T IP Voice and Data Network SIP Trunking, MPLS, Managed SBC / SBA, Wireless Network 4

5 Market Drivers for AT&T s Investment in Lync Early Signs of Demand Existing AT&T customers such as Shell and Ernst & Young for hosting/managed services Steady stream of AT&T Consulting engagements from customers such as Honeywell, Flight Safety, Estee Lauder, Eli Lilly, Northrop, Northwestern Mutual, BNSF and others. Increase in new customers that are finding Office 365 does not meet their voice needs such as EY, BNSF, Mondelez, etc. Analysts are forecasting strong growth in the Lync market InfoTrak in July of 2013 reported that 59% of enterprises are either deploying Lync with Enterprise Voice or planning to do so in the next 12 months Microsoft s Strong Positioning in the Market Leveraging Microsoft s 1B seat install base of Office, >300M seat install base of Exchange, and >100M seat install base of SharePoint Lync adoption: 70% of the Fortune 500 have chosen Lync as a standard 30M Lync voice licenses in market now, 3M Lync Voice seats deployed Market leader in Instant Messaging Rich developer ecosystem with over 1,100 applications in market that extend the value of Lync AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

6 AT&T Offers/Capabilities for Microsoft Lync Customer Premise AT&T Dedicated Hosted Office Microsoft Hosted Hybrid Customer premises-based Microsoft Lync / Exchange / SharePoint AT&T-provided Strategy, Systems Integration, Program Management, Technical Design and Transformation Services AT&T IP Flexible Reach AT&T Hosted Microsoft Lync / Exchange / SharePoint Dedicated hosting and management in AT&T data centers Single tenant solution All services, maintenance and support provided by AT&T AT&T Datacenters Microsoft hosted and managed multitenant cloud service Sold by AT&T with implementation and support services Per-seat basis Voice connection (AT&T SIP Trunking) into Microsoft data center for PSTN connectivity Microsoft Datacenters Combination of the two hosted offers AT&T hosted Microsoft Lync (IM/Conferencing/Voice) and Microsoft hosted Office 365 for Exchange, SharePoint Voice Gateway Available today - US and MOW Available today - US and MOW Available 2014 US; MOW (TBD) Available today (Custom) US and MOW Down-market planned for Q (custom) US and MOW Consulting & NI App Services, Consulting & NI Voice Transformation App Services, Consulting & NI Voice Transformation Overlay Team

7 7 AT&T s Managed Lync UC Offerings

8 Messaging & Collaboration Solution Components Strategy, Planning, System Integration, Implementation, Migration, Custom Application Development Professional Services Archiving, Compliance, ediscovery Anti-virus, anti-spam, content filtering, DLP, Encryption Mobility Disaster Recovery Security Document and Portal Security, Information Rights Management Specialized Integrations FAX server, PBX, SIP Trunking, Business Data, Workflow, AD Synch Anti-spam, anti-virus for Instant Messaging Add-on Services Messaging Collaboration and Portal Real Time Communications , Calendar, Contacts Portal, Team Collaboration, IM, Presence, Conferencing, Unified Messaging Social Networking, Search, Voice, Unified Content Management Communications Core Managed Application Services 2013 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T companies. All other marks contained herein are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change.

9 AT&T Managed Apps Hosted Lync AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

10 Customer Key Words and Phrases to Listen for Microsoft Lync (of course!!) Unified Communications or UC Instant Messaging Voice Transformation PBX replacement Voice over IP (or Voip ) Enterprise Voice SIP or SIP Trunking Audio / Video / Web Conferencing Telepresence or Video Conferencing Microsoft O AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

11 Lync and ATS AT&T Business Exchange VMR Internet Other Exchanges PSTN/ISDN ATS Customers Voice Gateway Supports Lync 2010 today Lync 2013 and Content Sharing in Jun 14 Leverages Lync Edges Open Federation Model for ease of access AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

12 12 Capabilities & Sales Support

13 Types of Lync Opportunities Standard (Low-Complexity) Single-tenant, dedicated, AT&T-hosted UC if also: Smaller / greenfield deployments Single-vendor No platform integration Basic SIP / IP Flex Reach PSTN access Multitenant, cloud-based UC (i.e., Office365) with no voice or integration requirements Custom / Complex (High-Complexity) Single-tenant, dedicated, AT&T-hosted UC if also: Large, global deployment Multivendor UC integration (AT&T, Cisco, Avaya, Microsoft) Video Integration Custom Mobility / Fixed-Mobile Convergence (FMC) Custom Contact Center integration Custom Sourcing / IT Service Management High security environments SIP with Session Management Customer / 3rd party hosting Larger and / or Hybrid cloud-based UC (i.e., AT&T and Office365) UC Business Process Integration AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T AT&T Proprietary For AT&T and UTC internal use only

14 Presales Opportunity Support Customer Initiated Proposals (e.g., RFPs) AT&T Consulting Application Services Network Integration Voice Transformation Team Presales Opportunity Support Process Custom / Complex UC Solution Proposal and Pricing AT&T-Initiated Proposals AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

15 AT&T Consulting Solutions Strategy, Design and Integration Strategic Planning UC Strategy & Roadmap Transformation Support and Design Global Transformation Planning & Strategy Voice Architecture & Engineering Dial Plans, E911, CAC, and Site Profiles Integration and Deployment UC Network Readiness (LAN/ WAN & Infrastructure Assessment) Multi-vendor Integration (PBX, Video, Mobility, Contact Center & Applications) UC Program Management AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

16 AT&T Hosting & Application Services Solution Approach Breadth of Portfolio Support Global Reach Dedicated application environment which is more secure, flexible, and customizable Leverage best of breed 3 rd party solutions and customize Integrate with Office 365 UM, PBX, custom, and 3rd party apps Integrate with customer s network and Active Directory to provide Single Sign On (SSO) Full featured Exchange, SharePoint, and Lync services, with compliance, security, and mobility add-ons Voice and network services portfolio, including Network, SIP Trunking, Voice, Mobility, Video and TP, Contact Center, & managed Gateways/SBCs/SBAs Continuum of IT services from hosting and cloud services to application services for ERP, Microsoft, ecommerce, and custom applications Designated Support Team; 24x7x365 for all incidents; incident, change, & patch management Named client management contact for strategic planning, escalation, and contract/billing issues Client Portal, Administration Utility, and Reporting with real-time and historical views 14+ years experience with Hosting Microsoft messaging and collaboration applications AT&T high-performing, reliable Global Network 38 data centers worldwide, with 6 regional hubs Experience and expertise deploying custom global deployments using regional data centers 2013 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T companies. All other marks contained herein are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change.

17 NI End-to-End Sales Support beyond Lync Core Central Site On-premise data center enhancements (Enterprise Private Cloud, DC switches/servers, and management) Third party hosting center, Co-lo (e.g., for MoW) Networking infrastructure readiness, LAN/WLAN for voice/video delivery User endpoints (e.g., VDS, Polycom, AudioCodes, Aastra) SBC/Gateways (AudioCodes, Sonus/NET, Acme Packet, Avaya, and Cisco CUBE-MRS), Managed SBC WAN/Network 3 rd party network resale integration, MoW, Broadband Aggregation WAN/LAN management Remote sites SBC/SBA/Gateways, Managed SBC LAN/WLAN network enhancements User endpoints 2012 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

18 18 Anatomy of a Deal

19 One of the Largest Railways in North America Modernizing Systems to deliver greater business value Customer Challenges Consolidate systems to reduce number of disparate systems, network size and complexity. Centralize systems in the controlled environments of Data Centers. Converge all voice, video, and data into IP packets transported over an all IP Network. Provide enhanced communications tools to help improve efficiency for internal and external customers in a Contact Center. IT demands to manage separate initiatives (Contact Center, PBX replacement for 213 legacy PBXs). AT&T Success Story AT&T was able to consolidate multiple technology projects into a cohesive program to integrate our Microsoft Office 365, Lync and Genesys Contact Center initiatives. BNSF and AT&T collaborated on a holistic solution to deliver integrated functionality for our users Jo-ann Olsovsky VP & CIO BNSF Railway Industry Benefits AT&T s hybrid UC approach supports the customer s need to balance Office 365 price point while benefiting from a full featured hosted Lync solution enabling Voice Transformation of 213 legacy PBX platforms. Customer Benefits Positioning modernized systems to deliver greater business value, supporting new market growth opportunities and efficient delivery of BNSF transportation services. Consolidate systems to reduce the number of disparate systems, network size and complexity AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T Internal Use Only

20 Managed Hybrid Lync & Contact Center Solution AT&T Internet Datacenter SIP Trunking In/Outbound Calls IP Flexible Reach AT&T Internet Datacenter Enterprise Voice/ IM & Presence IVR & Contact Center Solution Microsoft O365 Voic IVR & Contact Center Solution Enterprise Voice/ IM & Presence MPLS - VPN BNSF DC BNSF DC Employee Contact Center Agents Cloud CRM Employee Contact Center Agents Field office Home office Field office Home office AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T Internal Use Only

21 BNSF - PCSB Problem Cause Solution Benefit In the business of running a railroad, not Unified Communications and Infrastructure Continued investment in legacy and aging voice infrastructure resulting in unpredictable costs Unable to leverage modern UC&C solutions and services to maximize worker productivity, improve business communications, and provide a homogeneous UC&C platform New Field Services solutions creating a need for changes in employee communications. Evolving technology are offering more capabilities, and costs are decreasing. Lack comprehensive strategy, expertise, experience and thought leadership to modernize legacy infrastructure to ensure stability of business communications and address costs short and long term Highly available Lync UC solution that interoperates with Microsoft s Office 365 Exchange, SharePoint, and Unified Messaging Deliver to 30,000 users Upgrade of 180+ field sites to retire aging voice systems and support site resiliency IP Flexible Reach SIP Trunk; Managed CPE (SBCs/SBAS) Genesys ERS 600+ Contact Centers agents; communication to all railway operators Significant ROI up to $4.0M per year* Focus on core business while upgrading technology Failsafe communications with HA with Geo DR & Site Resiliency Reduce recurring and maintenance costs while achieving a predictable cost structure Strategic Partnership significant event to completely outsource solution AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

22 BNSF Pull Through Revenue ~$22M, 5-Year Deal Service Component Application Services - Hosted Lync Service / Colo Space AT&T Consulting Lync Svc Offerings for Hosted Lync CPE Managed ACME / SBC; SBAs: Resell, implementation, monitoring and management Percent of Solution 24% 2.3% Genesys Solution - Hosted Contact Center 56% Transport / SIP: Primary / Backup Sites 6.3% 8% Pull Through $16.5M AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T Internal Use Only

23 AT&T Consulting White-board Session Initial customer Response: We re already far down the path with a Competitor. Conducted a 90 minute whiteboard session Shared Best Practices and Lessons Learned ( ) Shared industry deployment options and limitations of offers in the market Tied together multiple initiatives into one Program Voice Transformation SIP Strategy: SBC/ SBAs UC Strategy: Premise, O365, CC, Scaling Deployment/ Provisioning/ Training Post White-board Response: You accomplished more in 90 minutes than your competitor accomplished in weeks!! AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T Internal Use Only

24 Organized Lync Project Roles and Responsibilities INTERNAL ONLY - Lync RACI Matrix AT&T Consulting s RACI Matrix Support for Account Teams/ Technical Sellers Opportunity / Shaping Deal Contact Names Service Tower Sales Strategy Account Team Client vision PA / Chief Architect Application Services Hosting & Application Services (if Hosted) (AT&T Consulting if Premise) UC Solution Offering RACI Matrix Network/ SIP TSC / DNC Transport: Bandwidth MPLS, SIP Trunking, SBC Design. Systems Integration Gateway Deployment Gateway Monitoring AT&T NI Contract Consulting - Consolidation ABFS: US Program Billing Based Mgmt., Operations, Gateway Detailed Design Hardware, Deployment (Dial Plan, E911, CAC, transformation AudioCodes Maintenance, Day 2, Install MOW GCSC - If an Managed Router MRS/AVPN /EVPN customer Presales Proposal Development Overall Customer Vision A R C C C C C C C Overall Lync/UC Strategy & Technology Selection / Trusted Advisor A C C C R C C C C Cross Functional (Ops, lifecycle, Provision, reporting, PM, Governance). A C R C I I I R R IP Network & Data Requirements (EVPN / AVPN) A C C R C I I I I Lync IM, Presence, A/V/W conf., Voice Bandwidth projections A C R C C I I I I Voice Network & Services (SIP Trunking) A C C R C I I I I Conferencing Requirements A C R C C I I I I Remote Access Services / Requirements A C C R I I I I I Enterprise Voice Design / Dial Plan / Remote Site Strategy A C C C R I I I I Integrated Video Services / Customer Premise (Future ATS VMR) A C I R C I I I I Managed Voice Requirements A C C C R I I I I Voice PBX Transformation / Integration (dial plans, e911, CAC, etc.) A C I I R I I I I Transformation / Program Management Strategy A C C C R C I I I Gateway Installation A C I I C R R C C Program Management A C R I C R R C C If not an Managed Router Customer then NI - 3rd Party 24 Internal Use Only

25 Keys to Success, Lessons Learned & Takeaways Engage our mature Lync Teams as early in the process as possible Takeaway Leveraged AT&T Consulting early for a whiteboard session and establish instant credibility; Application Services for globally available Enterprise Voice / PBX replacement platform Account Team Positioning at Customer executive and C-levels critical Takeaway - Change may be difficult depending on corporate and employee culture/ Need Customer leadership support AT&T-BNSF Executive Relationships played a key role as we got closer to decision Takeaway leverage Exec relationships to the fullest extent Require strong collaboration across all products and services Takeaway Alignment of all product houses and services to ensure the service being delivered is clearly defined, avoid working in silos if at all possible One AT&T Clearly defined roles and responsibilities are required Takeaway Map out all of the solution components and identify owners and gaps AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

26 Keys to Success, Lessons Learned & Takeaways Don t forget the support model multiple AT&T and 3 rd party services Takeaway Multiple AT&T services being delivered and supported independent of one another, requires focus and attention early in sales cycle Contract Negotiations establish strong framework to communicate across all supporting teams Service Level Agreements (SLAs) Customer effectively leveraged Managed Lync and Contact Center SLAs and Credit structure to strengthen their position Takeaway For Like services understand contractual structure and align accordingly before submitting to customer Do not walk away from an opportunity if you hear Office 365 Takeaway Office 365 Multi-tenant and Dedicated cannot and are limited in what they can deliver as far as Lync Enterprise Voice. AT&T has developed a solution that enables us to deliver full Lync Enterprise Voice while interoperating with Office 365 Exchange, SharePoint, and UM AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T

27 For More Information To obtain a Lync account or for more information, go to: AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T AT&T Proprietary For AT&T and UTC internal use only

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