SIP as an Enabling Technology

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1 SIP as an Enabling Technology

2 Michael Taylor Chief Technology Officer Jeffery Bryce Manager Sales Engineering

3 Agenda Acceptance of SIP SIP Economics? SIP Deployment Examples

4 ACCEPTANCE OF SIP?

5 ACCEPTANCE OF SIP

6 ($M) SIP Disaggregates Voice Networks Runs on TCP, UDP or SCT protocols More cost effective that IP Can carry rich UC to interconnect applications more effectively 300 Worldwide SIP Trunking Line Penetration, : Comparison of May 2008 and December 2009 Forecast Line Centric User Centric 150 Voice Calls Multimedia Sessions Administered User Control Individual Routing Centralized Policy December 2009 Forecast May 2008 Forecast Source: IDC

7 SIP ECONOMICS

8 Better Manageability SIP is easy to learn, develop, troubleshoot and support Modeled after HTTP, easier to understand and interpret Single network for all communications Enhanced scalability From single road warrior to small branch to carrier-class enterprise solutions with common applications and user experience Lower Communications and Business Costs Cost saving SIP trunking Reduced PBX hardware Minimize travel with collaborative applications Leverage multimodal communications to eliminate the costs of delayed decision making Reduce cost of real estate and optimize geographic coverage with a more mobile workforce

9 SIP Trunking Setting the Stage: Voice as an Application Complex to manage for local, domestic and international calling Costly and Inefficient legacy POTs / ISDN / RCF Sub-optimal uptime / longer MTTR caused by multiple vendors Inefficient Contact Centers that don t deliver customer satisfaction Multiple vendors for coverage, local services Inbound/Outbound via Carriers Local LEC #1 Small sites have dramatic underutilization Local LEC #1 Incoming Calls Long Distance Carrier (s) Single PRI Small Retail Location Headquarters Local LEC #2 PSTN Local LEC #2 Multiple PRIs Enterprise Enterprise MPLS / WAN WAN Contact Centers incur usage and DNIS delivery fees, remote call forwarding fees, and higher toll-free usage costs Data Center IP Access Central or Network IVR Internet Local LEC #3 Multiple PRIs Medium Branch Location Retail Store Fronts Separate dedicated IP and PSTN connections Inefficient, costly local PRI connections from all sites; no bandwidth sharing Contact Center

10 Level 3 Voice Complete Remote Office TDM PBX P S T N Enterprise Trunk CCP Pool Telephone Number Geo Independence Customer VPN Branch Office 1 Customer HQ Centralized PBX Branch Office 2 Branch Office 3 Remote Office SIP PBX

11 Case Study Example: 1,250 Seat Organization 5:1 User-to-SIP Trunk drives 250 sessions (11) T1 equivalent $4,050 savings per month $57.60 per channel month for PRI $41.40 per channel month for SIP $16.2 savings per month x 300 channels Gartner report: Session Mediant 4000 MSRP at $19,750

12 National Retailer REAL LIFE USE CASE

13 Situation Had to Cut Cost to Stay Competitive Uneven feature delivery across enterprise Aging Real-time Communications Infrastructure New IT Management

14 Large Retailer Communication Silos

15 Conversion to SIP Trunking

16 Moving to End State - Private Cloud

17 Benefits Financial Benefits $1.2 Million Annually Centralization Reduce Number of Trunks Required Eliminate Local Access Circuits Eliminate T1 Hardware Cards, Slots, Carriers Potential for Additional Savings of $5 Million by extending Infrastructure to Their Retail Stores Enhanced Disaster Recovery Capabilities Can now extend contact center capabilities to anywhere in the enterprise

18 Additional Benefits - DR

19 SIP IN THE CONTACT CENTER

20 SIP Reduction in Hardware Costs Reduce HARDWARE components Reduce FOOTPRINT requirements Reduce POWER consumption And this is not even using a high density gateway!

21 Times of Change Savings! Before 8 full racks of equipment After 3 racks of equipment Think of the hardware savings energy savings space savings power savings maintenance contracts T1 management reduction

22 Level 3 Contact Center Services

23 Typical Multi Site Call Center Customer RCF Call Path $20.00 per month Local circuits $600 per month RCF Inbound 800 $.015 per minute Local circuit $600 per month Local Carrier Toll-free Local circuit $600 per month Virtual ACD $.04 per minute Inbound IVR $.04 per minute

24 Call Center No RCFs Projected RCF Savings Customer RCFs $37,000 per month RCF Call Path $20.00 per month RCF toll-free charges - $13,800 per month Local circuits $600 per month RCF Projected cost increase SIP circuits $4,800 per month National DID Inbound 800 $.015 per minute Concurrent call paths $2,820 per month Local circuit $600 per month Total savings Local Carrier Toll-free $43,180 per month $518,160 per year $2,590,800 over 5 years Local circuit $600 per month Virtual ACD $.04 per minute Inbound IVR $.04 per minute

25 Call Center MPLS VoIP to sites Projected Savings Customer Hosted IVR cost per minute reduction - $44,800 per month Local circuits - $47,400 per month Local circuits $600 per month RF Projected cost increase Circuits & bandwidth $20,000 per month Avaya central system $2,000,000 one time $8,040 per month Total savings $64,160 per month Local circuit $600 per month Local circuit $600 per month Local Carrier MPLS National DIDs Virtual ACD $.04 $.03 per minute Toll-free Inbound 800 $.015 per minute $769,920 per year $3,849,600 over 5 years ($1,849,600 less Avaya system) Inbound IVR $.04 per minute

26 SIP Based Routing Model Peered Elements Alternate Path SIP SIP Intelligent Customer SIP Routing Engine Avaya Voice Portal Experience Portal Session Border Controller SIP Aura Session Mgr SIP SIP SIP Proxy SIP SIP Status Communication Manager ACDs

27 Avaya Collaboration Environment WEBRTC

28 Avaya WebRTC Snap-in Enable Consumers to Click to Call Browser to Seamlessly Connect Through to an Agent Better application and tighter integration between web and telephony communications Integrate real-time web communications into the browser without plug-ins Integrate with context store, providing relevant contextual data to agents when consumer calls are presented Integrate with real-time speech to support audio driven menus and to monitor agent script compliance Richer, more seamless customer experience across different media

29 Collaboration Environment with WebRTC Snap-in Makes WebRTC Easy Flexibility: add communications to your experience without a plug-in Rapid Integration with other snap-ins: context, speech, work assignment Easy: many web designers don t know / don t want to know about the details of real time communications STUN

30 Avaya WebRTC Use Case Click for Service Solution: Integrate Click to call services quickly and easily into existing web experiences Provide agent with context for rapid issue resolution and great service Leverage speech analytics for agent support and tracking Collaboration Environment Business Issue: Abandon rates remain stubbornly high Agent support is blind to customer s context Not every customer is beside a phone Benefits: Differentiated service levels Reduced call times Increased revenue High agent compliance with company policy

31 Use Case Examples Click to Connect: Shopping Customer service Payment resolution Appointment scheduling On-line registration Post-purchase survey Claims support Reservations

32 Best Practices REAL LIFE EXAMPLE HOW TO DEPLOY SIP TRUNKING

33 Law Firm Unanswered Questions Moving to Centralized SIP Trunking What was the Correct Number of Trunks? What Size Access Pipes at the Data Center? Do I have the resources in the PBX to handle the conversion from TDM to SIP (DSPs, etc.) What Impact Will Centralized SIP Trunking Have on My Wide Area Network? Who Has the Skills to Help Us?

34 SPS and Level 3 Can Help

35 Questions? Michael Taylor Chief Technology Officer Jeff Bryce Manager Sales Engineering

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