Unified Communications. Comprehensive upgrade to the voice services for PBC

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1 Unified Communications Comprehensive upgrade to the voice services for PBC 1

2 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 2

3 Project Initiation Capital Budget request initiated for FY 2013 Due to an aging voice infrastructure consisting of >80 phone systems serving over 10,000 users and rising maintenance costs, ISS requested a capital budget of $10 million to design and implement a cohesive unified communications solution. Funding for project obtained via low interest loan The County Administrator recommended and the BCC approved the acquisition of funds via a low interest loan. BCC approval was granted on 10/16/

4 Project Components The Unified Communications Project consists of three discrete elements: Unified Communications System This element includes call processing hardware, software, telephone hardware, soft phones, instant messaging software, contact center, etc. Infrastructure Upgrades Staff Augmentation This element includes the necessary network switches, electrical upgrades and structured cabling upgrades necessary to support the project. These upgrades are in-process via existing contracts. This element includes staff contracted through our existing professional services contract to assist with the deployment of the prior two elements. 4

5 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 5

6 ISS developed criteria & methodology Evaluation criteria were divided into three categories: 1 UC/VoIP Platform Architecture This category includes the primary call processing system, including telephones, voic and other primary functions. 2 Collaboration This includes integration with existing client infrastructure including computers, tablets, video conferencing, etc. 3 Contact Center This category includes all of the elements associated with operating a multi-tenant, multichannel, high volume contact center. 6

7 UC/VoIP Platform Architecture Platform Architecture Architecture/Features/Integration Availability/Reliability/Survivability Automatic/Manual Failback to Primary Server Remote Site Signaling Encryption Features Architecture/Features/Integration Session Border Controller (SBC) Architecture/Features/Integration High Availability Failover Voic /Unified Messaging/Auto Attendant Architecture/Features/Integration Endpoints Architecture/Features/Integration IP Desk Phones Firmware Upgrades User Mobility TDM Integration & Migration Strategy Architecture/Features/Integration Class of Service (COS) Voic Class of Restriction (COR) Unified Messaging 911/E911 Testing Auto Attendant 7

8 Collaboration Architecture/Features/Integration IP Softphone Desktop Collaboration Integration with Microsoft Lync Tandberg Video Interoperability Smartphone/Tablet 8

9 Contact Center Architecture/Features/Integration: Contact Center Architecture/Features/Integration: Integrated Voice Response Basic Connectivity Inbound Call Handling Call Transfers Voic w/ Delivery Silent Monitor Barge-In & Whisper Call Recording Chat Reports Capability Resource Failover Database Failover 9

10 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 10

11 Participant Selection Initial participant selection was made via Gartner Research Magic Quadrant for Unified Communications and brief survey of existing deployments. Challengers Avaya Shoretel NEC Leaders Cisco Microsoft Siemens Six Manufacturers were sent a questionnaire to determine if they met PBC minimum requirements. The primary qualifier was installations in the U.S. with a minimum of 10,000 VoIP endpoints which comprise greater than 50% of an organization s total voice platform. Manufacturers were also asked for references based on the above criteria. Niche Players Visionaries NEC was the only polled manufacturer who did not meet that requirement. 11

12 Reference Check Highlights Shoretel High rate of user acceptance and customer satisfaction Ease of use, agile, flexible Easy to maintain and support Excellent support from Shoretel Excellent training provided Implementation tends to go very fast Pricing tends to be highly competitive Microsoft Cisco Avaya Only submitted reference was Idaho Department of Labor No return contact despite multiple attempts Substantial reduction in support costs No major implementation issues Product tends to be more complex than Shoretel or Siemens Very important to carefully plan the implementation Pricing tends to be less competitive than other vendors All were previous Avaya TDM customers and migrated to VoIP No major implementation issues Satisfied with the product Low cost mainly due to previous Avaya infrastructure in place Siemens Siemens direct maintenance and support excellent Installation described as plug and play with the exception of Contact Center which was complicated Pricing is very competitive Product performs well in a mission critical call center. Excellent backup capability 12

13 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 13

14 Whiteboard Session County educated manufacturers on existing network architecture & the following requirements Centralized topology, SIP trunking, integration with legacy TDM environment, scalability, reliability, availability & contact center capabilities. Manufacturer s educated County on their UC solution including architecture & features Addressed County s requirements. 14

15 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 15

16 Lab Participation Order Determined by blind draw Each manufacturer given 30 days notice Notice included evaluation criteria and required architecture 1 Shoretel Installed lab solution according to requirements No logistical issues during setup 2 Avaya Attempted to install non-compliant solution After discussion with PBC staff the required solution was installed Manufacturer lost two weeks of lab time due to this issue 3 Cisco Installed lab solution according to requirements No logistical issues during setup 4 Siemens Installed lab solution according to requirements No logistical issues during setup 5 Microsoft Withdrew from consideration Did not participate in lab 16

17 Evaluation Lab Planned Sequence Week One Week Two Week Three Week Four Technical planning sessions Setup of manufacturer solution within PBC environment Lab testing of UC/ VoIP architecture & features Lab testing of collaboration features Lab testing of contact center solutions Customer testing of contact center functionality Final system testing Wrap up including questions from the evaluation team 17

18 Total Cost of Ownership Analysis Participants requested to provide a proposed solution and 10- year cost estimates based on prices currently published in Federal GSA schedule Spreadsheet provided to participants with categories to complete; Capital implementation cost Training cost Service level experts (project implementation) Maintenance cost (years 1-3) and (years 4-10) Software/Hardware refresh cost after year 3 The 10-year cost projections will not be considered in the manufacturer selection process. 18

19 Project Initiation Request for funding/bcc approval 1 Evaluation Methodology ISS developed lab criteria and testing methodology 2 Selected Participants Determination and reference checks of selected lab participants 3 Whiteboard Session Architectural design session to share information with participants 4 Lab & TCO Evaluation Technical & Budgetary evaluation of selected participants 5 Next Steps Recommended actions to move the project to operational status 6 19

20 Next steps Committee selects manufacturer to provide UC solution to PBC Prepare BCC agenda item for contract award based on piggybacking approved government contract Phase 2: Rollout of phase 2 locations March March April Negotiate scope of work with selected manufacturer based on existing contract vehicle Phase 1: Call Processing development & rollout of phase 1 locations Phase 3: Rollout of phase 3 locations 20

21 Questions? 21

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