Roche approach to IP Telephony and Unified Communication

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1 we power possibilities Roche approach to IP Telephony and Unified Communication Eugenio Walter Brambilla Team Leader IP Telephony, Western Europe Head of Infrastructure Services and Operations, Italy

2 Agenda Company profile The Roche IP Telephony and UC approach PBX replacement Service enrichment and enhancement Regional standardization and organization New service model What s important in the Unified Communication?

3 Roche Svizzera Ad opera di Adele e Fritz Hoffmann-La Roche nasce a Basilea, un azienda che da oltre 100 anni è una family company Italia A Milano Augusto Steffen, giovane commesso di una farmacia milanese, ottiene la rappresentanza per l Italia dei prodotti Roche Italia Divisioni Pharmaceuticals (873,9 mio ) e Diagnostics (386 mio ) con HQs a Monza(MI) Sito produttivo a Segrate (MI), Centro di Eccellenza in Europa per la fornitura globale delle forme solide Oltre dipendenti

4 dipendenti Il Gruppo Roche nel mondo Pharmaceuticals Test diagnostici per la cura dei tumori, una forza in più al servizio dei pazienti Diagnostics Roche Pharma Genentec h Chugai Roche Applied Science Roche Roche Molecular Professional Diagnostics Diagnostics Ventana Medical Systems Roche Diabetes Care Fatturato 2007 Pharma 36,8 miliardi CHF (23 miliardi ), Dia 9,3 miliardi CHF (5,8 miliardi ) Presente in 150 paesi in tutti i continenti

5 La nostra mission Apportare miglioramenti concreti alla salute e alla qualità di vita dei pazienti attraverso terapie innovative personalizzate, geneticamente mirate

6 Come ci posizioniamo nel mondo Top 10 aziende nel settore biotech Sales ($m) Growth (%) Market Share (%) 1 Roche 14, Amgen 13, Johnson & Johnson 6, Novo Nordisk 5, Eli Lilly 3, Serono 2, sanofi-aventis 2, Schering- Plough 2, Wyeth 2, Bayer 2, Source: Wood Mackenzie 2006

7 Agenda Company profile The Roche IP Telephony and UC approach PBX replacement Service enrichment and enhancement Regional standardization and organization New service model What s important in the Unified Communication?

8 Roche IP Telephony and UC approach Transition from IP Telephony to Unified Messaging collaboration PBX replacement Service enhancement and enrichment Regional standardization and organization New service model

9 PBX replacement 2002 Business Requirements Reduce telephony costs Call centers (with application integration) Agility and flexibility to support company organizational changes Unify the company telephone public numbers Technology 2 sites with different PBX vendor system manageability, single provider and maintenance select the correct system integrator partner IT Organization Telephony and TLCs responsibilities and managements belongs to IT Dept (prerequisite) Telephony as an opportunity, no longer a trouble (background)

10 PBX replacement 2002 Facts & Figures 2 companies (ITALY Roche Pharma and Roche Diagnostics) 2 sites (Monza and Segrate) 1200 telephony extensions 50 call center agents/supvs Extension mobility (login into the phones) ROI 3 years

11 Service enrichment and enhancement 2004 Business Requirements Company and Corporate phone directories (fix & mobile) Cost allocation Incoming calls management (company public image ) Remote and tele workers integrated telephony service Technology IP Telephony as the enabling technology Optimise switchboard services (incl. SLA reporting) IT Organization Telephony accounting and billing 1st and 2nd level telephony support: IT Help Desk and IPT Team

12 Service enrichment and enhancement 2004 Facts & Figures Unified messaging Switchboard application (support queueing, priorities, prompting, SLA measurements) Accounting & Billing application IP Softphones (seamless usage and services) XML services: corporate and company phone books

13 Regional standardization and organization 2005 Business Requirements Telephony and UM as a value added service, not just a commodity Prompt support to business changing market New affiliates, emerging markets (Eastern Europe) Shared centers of services (regionalization, globalization) Technology Establishment of IP Telephony Centre of Excellence in Monza Centralized management and operations IT Organization Promote the local IPT Team into a Regional Service provider for the Corporate Focus knowledge and skills into Operations and Engineering (Region) Establishment of 3rd level of support: Engineering (Region) Define 1st level support in each customer site (customer-facing role) and deploy common processes

14 Regional standardization and organization 2005 Facts & Figures Remote management and operations for big sites with local infrastructure Regionalized and unified IPT & UM infrastructure for small/medium sites Common processes and tools (incident, change and configuration management) Skill development (certification paths for IPT Team) Centralized IPT & UM test lab IPT Center of Excellence Mission Paris Grenzach Welwyn Nutley Basel Warsaw Palo Alto Applications Development Shanghai Mexico City San José Istanbul Sao Paulo Monza Dee Why Madrid Engineering & Infrastructure Global Data Centre Shared Service Centre Centre of Excellence Other Key sites Manage and operate standard IP Telephony infrastructure delivering high-quality telephony, unified messaging and call center services to Roche EMEA affiliates. As of Jan managed extensions 350 call center agents/supvs 4 big sites 11 small/medium sites new IPT site deployment preparation 2 weeks migration 1 weekend

15 New service model 2008 Business Requirements Services to enable and sustain the change management processes Multi dimensional and cross countries organization Cooperation, collaboration and virtual teamworking Structured and comprehensive approach to UC services Technology Regional and Global standard service, technology, tools, processes, SLAs Capability to manage increasing complexity and new applications/services Review and re-engineer service catalog proposal IT Organization IT governance Selective/full outsourcing opportunities Account Management and Service Management: focus on customer and service

16 New service model 2008 IPT01 IP Telephony (core IPT Service) management and support for IP telephone devices and the underlying infrastructure components and ongoing voice service operations. The core IPT service allows end-users to access to other IPT services. IPT02 Voice Mail & UM management, support and operation of Voice Mail and Unified Messaging systems and users mailboxes. IPT03 Call Center management, support and operation of Call Center systems, agents and supervisors configurations. IPT04 Switchboard management, support and operation of Cisco certified third-parties switchboard applications and systems, operators and supervisors configurations. IPT05 Application Integration & UC management, support and operation of IP Telephony and call center integrations with ERP, CRM and other business applications. management, support and operation of future applications and features (presence, mobility, call recording, time-card tracking. User profiles enable a customized service delivery costs extended SLA where strong Business requirements exists

17 Unified Communications Integration and development areas next Call Center Tools Customer Relationship Management Device Interoperab. Remote Site Management Callaboration Services Mobility Agent Availbility Caller Informations Presence Detection Presence Detection Collaboration Application Integration Switchboard PC/ Telephone/ Video/ Connectivity Centralized Administration Centralized Management Bridge Services Scheduling Tools Istant Messaging Fix/mobile integration User Authentication Extending Telephone features PC Videoconf and data collaboration Presence Detection Application integration & Unified Communication

18 Agenda Company profile The Roche IP Telephony and UC approach PBX replacement Service enrichment and enhancement Regional standardization and organization New service model What s important in the Unified Communication?

19 What s important in the Unified Communication? Business requirement: integrated proposal Services and SLAs Usability & flexibility Added value to Business processes IT Organization Governance, common processes New roles (service and account management) Tighten link IT-Business Synergies, Centres of Excellence Unified Technology: follow a stepwise approach Manage technology, and complexity Problem and risk mitigation Standard technologies and architectures Budget and ROI control

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