BroadCloud Customer Forum. Eric Strickland, Sr. Director BroadCloud Product Management

Transcription

1 Customer Forum Eric Strickland, Sr. Director BroadCloud Product Management

2 Agenda for Today Session BroadCloud Introduction 2015 Vision Overview Enterprise Services Update Service Provider Enablement Update Service Assurance Update

3 Rich Core Feature Set and Enhanced Services UC-One Suite Robust Business Features and Call Control Any device, anywhere Conferencing Call Center Call Recording #BC14 BROADSOFT CONNECTIONS 2014 PAGE 3

4 Addressing End to End Service Requirements Enable Profitable Revenue Growth and Retention Drive Innovation of Offer Insure Quality Across all Aspects of Service Repeatable Success #BC14 BROADSOFT CONNECTIONS 2014 PAGE 4

5 Feedback Loop BroadCloud Go Forward Release Plan November 2014 Production Release 16 Process includes new Beta environment Customer Product Management Planning 2015 Targeting thee major release - Spring, Summer, Fall Smaller point releases as required Beta environment to remain active at all times, and be incorporated into each major release cycle UAT Design Testing Beta Build Production #BC14 BROADSOFT CONNECTIONS 2014 PAGE 5

6 2015 Vision Optimizing Functionality for New Markets Large Ent Mid Market Small Business Expanding to Optimize for Large Enterprises and key Verticals Optimized for the Small to Mid Market Space Micro Business #BC14 BROADSOFT CONNECTIONS 2014 PAGE 6

7 Vertical Expansion Addressing Unique Requirements Driving growth through industry specific specialization Hospitality Arm our SP s to capture market opportunity over 12M guest rooms An Aging PBX Portfolio 80% end of life A Cloud-Based/Above property innovation strategy A Converged Guest/Staff Communications strategy Government Pent up IT spending Government mandate to leverage cloud services Movement from agency to department level TDM conversion to VoIP infrastructure #BC14 BROADSOFT CONNECTIONS 2014 PAGE 7

8 Enterprise Services Charles Mather, Manager of BroadCloud Product Management

9 Enterprise Services What do we mean by Enterprise Services? Development and management of service elements Market expansion solutions User Experience improvements Enabling our SP Customers with a compelling, broad line of turn-key, hosted UC services #BC14 BROADSOFT CONNECTIONS 2014 PAGE 9

10 Year in Review Since Connections 2013 Released High-Value Site and User Features Conferencing Call Center Call Recording Meet-me Conferencing Group Call Park, Pickup Hoteling Analog Hotline Call Notify Priority Alert Call Center Expanded Endpoint Catalog Dialer for Chrome Call Center Clients UC-One Clients 20.1.x VVX Camera Optional Devices Polycom Expansion Modules Call Recording #BC14 BROADSOFT CONNECTIONS 2014 PAGE 10

11 What s New Unified Communications in Release 16 Service Provider branded UC applications Business identity on any device from anywhere Always on access to business line features and services Point to point video calling IM&P fully integrated with business voice services Collaboration tools including group chat and desktop sharing with colleagues and customers Simple escalation to audio conferencing Microsoft Outlook integration #BC14 BROADSOFT CONNECTIONS 2014 PAGE 11

12 UC Value Across the Supply Chain Service Provider Fully brandable, integrated UC Offer Single vendor solution Increases customer stickiness Simple sales and delivery Enterprise Easily manage an integrated offer Improves workforce efficiency Improve TCO - no capex Increase user satisfaction End User Improve user experience with integrated solution Improve collaboration Increase productivity Choice device/os #BC14 BROADSOFT CONNECTIONS 2014 PAGE 12

13 UC: Instant Messaging & Presence Instant Messaging Chat functions File Transfer Presence Automated by telephony state Outlook integration for automatic Calendar status Manually set by user Multi-Device Support Simultaneously log in to desktop and mobile clients System sends invites, calls, presence updates to each device #BC14 BROADSOFT CONNECTIONS 2014 PAGE 13

14 UC: Video Calling Video Calling option added to soft clients Place / receive video calls with other BroadCloud users Personalizes interactions and enhances user communications Utilizes camera native to device #BC14 BROADSOFT CONNECTIONS 2014 PAGE 14

15 UC: Desktop Sharing Collaborate with other users on desktop clients Provide additional functionality without needing another service or client Intra Group Chicago Phoenix Inter Office Traveling and Remote Workers #BC14 BROADSOFT CONNECTIONS 2014 PAGE 15

16 UC: My Room Virtual, always-on meeting room as the center of unified user experience Enables group communication and collaboration Integrates with Meet-Me Conference bridge Audio Conferencing Desktop Sharing Chat #BC14 BROADSOFT CONNECTIONS 2014 PAGE 16

17 UC: Outlook Integration Microsoft Outlook Add-in (Windows) Presents UC-One presence status in Outlook via icon Enables users to initiate click to dial audio/video calls, chat, and/or desktop share from Outlook client Downloadable from My Phone Tightens integration of business communication apps and services #BC14 BROADSOFT CONNECTIONS 2014 PAGE 17

18 R16: Fax Solutions Reducing the challenges of providing reliable faxing on a VoIP service T.38 Fax Support for ATAs Compatible with high-speed (Super G3) fax machines Enable when assigning ATA to a fax line Fax to Unified Messaging Admins easily assign a fax number and activate inbox Users check faxes in My Phone and/or View fax as a.tiff file No need for physical fax machine or station #BC14 BROADSOFT CONNECTIONS 2014 PAGE 18

19 Enterprise Services R16 Highlights Sequential Ring Find-Me treatment for calls to business identity List 5 additional numbers to ring in a specific order Use My Rules to apply a schedule or specific origination criteria Closes open me too issue and addresses end customers looking for like to like transition SCA and Barge In Controls Notifications for parked calls, Click-to-dial and Group Paging actions on Shared devices Enable admins to control Barge-In settings for users #BC14 BROADSOFT CONNECTIONS 2014 PAGE 19

20 Enterprise Services R16 Highlights Receptionist Enterprise Upgrade Improved presentation and user experience Dynamic (Monitoring/BLF) and Selfselected contacts Functionally the same Receptionist Client Upgrade Introductions of AudioCodes ATAs Increased certified options MediaPack 1XX Series fully integrated with existing process 2, 4, 8, and 24 Port Options Improved density for larger sites AudioCodes MP-1XX #BC14 BROADSOFT CONNECTIONS 2014 PAGE 20

21 Enterprise Services R16 Highlights Admin Interface Navigation Enhancement Vertical Drop Down Menus Additional navigation path to jump directly to desired page Performance improvements for large sites #BC14 BROADSOFT CONNECTIONS 2014 PAGE 21

22 2015 Vision Optimizing Functionality for New Markets Large Ent Evolution from Hosted PBX to Hosted UC Mid Market Small Business Micro Business New & Enhanced Features Expanded Endpoints Portal & UX Improvements #BC14 BROADSOFT CONNECTIONS 2014 PAGE 22

23 2015 Vision Business Trunking More than Telephony: UC Enterprise Trunking Federation IM&P HD Video Sharing Offer Flavors Trunks with Enhanced Business Continuity Trunks with Mobility and BYOD SIM Ring Bursting Auto Attendant Extend PBX to Smartphones Office Anywhere Business UC for Mobile Devices SIP Business Lines Benefits to Service Providers and End Customers Fast and simple to sell, deliver, deploy Excellent solution for hybrid environments Multi-Site Support & Redundancy ISDN Migration Centralized Management #BC14 BROADSOFT CONNECTIONS 2014 PAGE 23

24 2015 Vision Enterprise Portal Experience Improved Usability of Portal with Underlying Complexity of the Service Dashboard with Enterprise wide visibility Streamlined search and user management Persistent multi path navigation Consolidated Admin and End User Dashboards Admin view to End User configurations Exposure driven by account type #BC14 BROADSOFT CONNECTIONS 2014 PAGE 24

25 2015 Vision Enterprise Portal Experience Flexible Configuration Methods Visual Flow Enterprise or Site Specific Detail by key criteria (TN, User, Bulk management Filtering and universal search Expanded Analytics PacketSmart Integration Summary Quality Indicators Advanced Call Metrics Expand Enterprise Reporting #BC14 BROADSOFT CONNECTIONS 2014 PAGE 25

26 2015 Vision Enterprise Portal Experience Introduces New Capabilities Self Sales Provider and admin initiated notifications Highly customizable to convey a relevant, innovative brand Color scheme, layout Service provider content Optimized for Desktop, Tablet, or Mobile Phone Phased Rollout Dual portal for extended period Extended period of exposure and feedback #BC14 BROADSOFT CONNECTIONS 2014 PAGE 26

27 Adding Depth for the Small to Mid Market Enhance solution to enable Service providers to address the needs of broad SMB businesses Process improvements for low cost of acquisition and support Interface improvements for more effective positioning Select feature functionality additions Key Elements Refreshed user portal Self sales functionality within user portal Services UC, Efax, Mobile Integration, Cloud Business Apps & Integration #BC14 BROADSOFT CONNECTIONS 2014 PAGE 27

28 Optimizing for Large Enterprise Introduce functionality enabling Service Providers to drive cloud services into Enterprise space Key Elements Bulk configuration management, with robust upload options Multipath navigation with universal search and user specific drill down for simplified support Improved overall portal performance and responsiveness Tools PacketSmart and core network end customer reporting and alarming Customer and end user Communications / Notifications Services Business Trunking, UC, T.38, Efax, Directory Integration, Private Networking, Business Application Integration (Lync, CRM, etc.) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 28

29 Customer Enablement Dennis Weeks, Product Manager

30 Agenda BroadCloud Customer Enablement What is Customer Enablement and why you benefit What s new since last year New Beta Environment Release 16 Highlights Vision Notables

31 Service Provider Enablement What is it and how do you benefit? Comprehensive Onboarding Focuses on selling & delivering not building Methods & procedures deep dives with focus on best practices & lessons learned Systems and technical training workshops Operational Optimization & Simplification Faster revenue recognition with streamlined activation intervals Robust order entry portal & service delivery workflow automation Continuous process refinement Expanding System integration Trending & planning through real-time and historical reports #BC14 BROADSOFT CONNECTIONS 2014 PAGE 31

32 Customer Enablement Highlights since Connections 2013 User Experience / Product Mgmt Tools Introduced BroadCloud Knowledge Base Enhanced reporting with SP-custom fields for Users, Customers, Sites & Orders Sales Exec view across Sale Organization Sales & Order Entry Workflow econtracting workflow Global address validation Provisioning & Implementation Workflow Enhanced Action Queue with JEP Order Status Order cancellation synchronization Additional span of control for Operations Users Provisioning & CPE fulfillment workflow PacketSmart domain assignment automation System Integration CPE Fulfillment API & ICD #BC14 BROADSOFT CONNECTIONS 2014 PAGE 32

33 Customer Enablement What s New in R16 Beta Environment Live production-like environment Brand-able Full-access to SP portal & user dashboards Provision and activate services (TNs & devices) Production-level support & maintenance Pre-release sandbox Trial new release content prior to production release Create documentation Develop & conduct training #BC14 BROADSOFT CONNECTIONS 2014 PAGE 33

34 Customer Enablement What s New in R16 User Experience ios-enabled Selling Empowering a mobile sales force econtracting Flexible options to facilitate rapid sales and acceptance process #BC14 BROADSOFT CONNECTIONS 2014 PAGE 34

35 Customer Enablement What s New in R16 Workflow & Process Increased clarity for order staging process Consolidated Native & Porting TN orders New workflow Statuses Enhanced Status sequence Sales-based order cancellation Add l service delivery milestones & scheduling capabilities #BC14 BROADSOFT CONNECTIONS 2014 PAGE 35

36 Customer Enablement What s New in R16 System Integration Device Fulfillment API Framework for new CPE fulfillment partners to support ordering & provisioning Improved bargaining position for Service Providers Integration guide now available Order API Automated ordering from Service Provider s native systems Revised Interface Control Document and Test environment to be available post R16 Service Provider Systems (CRM, BSS/OSS, Web) SOAP over HTTP (SSL Encryption) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 36

37 Customer Enablement Vision Notables Expanded Product Management Tools Multi-tiered Channel Management SP-customizable product catalog Promos & discounts Enhanced KPI s and Reporting Operational Simplification Large Enterprise deployment process and gates Customizable pre-order forms Customer type specific workflows Change Management processes & tools System Integration Automated private network provisioning #BC14 BROADSOFT CONNECTIONS 2014 PAGE 37

38 Tools and Analytics Get it Right the First Time Don Lewis, Director of BroadCloud Product Management

39 Agenda for Today Session BroadCloud Service Assurance What is Examinet and PacketSmart? Why Examinet and PacketSmart for Your Deployments? PacketSmart Features Since Connections 2013 New Features Targeted for 2014/2015 BroadCloud Interconnect Options New Assessment Training Program with SIP School

40 Service Assurance Objective Integrated Service Assurance solution set for Service Providers and their customers PacketSmart quality approach thru preassessments, acceptance, and monitoring ExamiNet readiness assessment Objective Integration of Examinet into PacketSmart Dashboard Continued development on PacketSmart firmware New Development for QoS/QA tools Integration of all tool sets ExamiNet, PacketSmart and Core NMS New proactive alerting and automated reporting #BC14 BROADSOFT CONNECTIONS 2014 PAGE 40

41 What is Examinet? Examinet for Customer Qualification Fast and Easy Access Initial Baseline Test Simple java based web application Spot checks key LAN characteristics DHCP Firewall Bandwidth Jitter Latency Packet Loss #BC14 BROADSOFT CONNECTIONS 2014 PAGE 41

42 What is PacketSmart? Real-Time Application Deployment Program Easy Plug and Play Baseline Network Infrastructure LAN & WAN LAN Discovery Assessment Verification Acceptance and Turn-Up Packet Loss, Jitter and MOS Test Results Web Based Cloud Application LAN and WAN Assessment Verification/Acceptance Testing 24X7X365 Monitoring Automated Reporting Proactive Alerts On-Demand Reports Active Low Level Testing Diagnostics 24x7x365 Monitoring Fully Managed Services SLAs Automated Reports On-Demand Reporting Proactive Monitoring Alerting Rest API Low Level Testing #BC14 BROADSOFT CONNECTIONS 2014 PAGE 42

43 Why Examinet & PacketSmart for Your Deployments? To Ensure QoS is Delivered and Maintained Produces baseline performance measurements 24X7X365 Monitoring and Analytics Extensive Performance Analysis New Approach Proactive Instead of Reactive #BC14 BROADSOFT CONNECTIONS 2014 PAGE 43

44 PacketSmart Features Since Connections 2013 PI-500 Appliance Increased Monitoring Performance Domain Level Notifications Additional REST APIs provisioning and activation Secure data transport from probe to cloud Export feature for all SIP signaling Low-Level Testing New Automated Reporting #BC14 BROADSOFT CONNECTIONS 2014 PAGE 44

45 New Features Targeted for 2014/2015 Proactive Alerting New Proactive Alerting Bandwidth Alerting on a Per Site Basis On Call Capacity and Call Distribution On TCP Bandwidth Hogs On High Congested Routes New Automated Reporting on WAN SLA Low Level Synthetic Calls Tests Bandwidth Checks QoS Tags Packet Performance Latency Top 3 Applications #BC14 BROADSOFT CONNECTIONS 2014 PAGE 45

46 New Features Targeted for 2014/2015 Dashboard and Admin Portal IPv6 on all PacketSmart Appliances Planning New Hardware PI-150 Appliance OEM Expansion VLAN Filtering for Monitoring and Assessment Video Monitoring for H.264 and VP8 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 46

47 Interconnect Options Accessing BroadCloud Public Interconnect Option Private Interconnect Option Both Options All use BGP peering Application Driven Connectivity #BC14 BROADSOFT CONNECTIONS 2014 PAGE 47

48 Training Program SIP School Assessment program New SIP School Program SIP Trunk Assessment Test, Measurement and Reporting Class Delivers Detailed Process and Procedures on How To Successfully Assess Networks for SIP Trunks Provides Industry Certifications for AT&T, Verizon, CenturyLink, Comcast Business, BT etc. Web-Based Access for Easy Use The SIP School teaches students about the whole SIP ecosystem with an emphasis on getting it right first time. Delivers Clear Education to the Value of QoS in Your Networks If you ignore Quality of Service on the network it s not just Quality you lose, you may lose Service as well. Graham Francis, CEO Vocale Ltd (owner of The SIP School and WebRTC School) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 48

49 Questions?