Connect and Collaborate With Unified Communications

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1 1 Connect and Collaborate With Unified Communications David Schenkel, ADTRAN, Industry Briefings 2 Sunday, 16 January 2011, 13:30 15:00 Location: Nautilus 1

2 2 Who is ADTRAN? Leading provider of UC, networking and communications equipment ADTRAN solutions enable UC, voice, data, video, and Internet communications Widely deployed by carriers, SMBs and enterprises worldwide Nearly every T1 in the nation delivered via ADTRAN equipment Market leadership position in IP Business Gateways and #2 in Branch Office Access Routers Over 25 years of experience building innovative solutions supporting next generation technologies ADTRAN Headquarters, Huntsville, AL Fast Facts: Founded in 1985 Publicly traded on NASDAQ: ADTN 2009 revenue - $484 million 1,700 employees worldwide 50 countries Broad portfolio 1,700 products

3 3 Strong Stable Company Financially stable Over 20 years of profitability History of success during challenging times Forbes Top 200 Best Small Companies Fortune 40 Stocks to Retire On Featured in The Breakthrough Company

4 4 Carrier Networks Division Central Office Improve service provider access infrastructure Increase services for business & residential customers Broadband Optical access Carrier Ethernet IPTV VoIP Mobile Backhaul Provider s Access Infrastructure Business & Residential Customers

5 5 Enterprise Networks Division Voice, UC and data networking solutions for SMB and Distributed Enterprises Demarc to the Desktop ADTRAN solutions enable: Internet Access Branch Office Connectivity LAN Switching Wireless Access IP Telephony/VoIP Multimedia - Video/Fax Unified Communications Increase Services for Business Customers

6 Data 6 ADTRAN UC Solutions Portfolio IPT Platform NetVanta 7100 NetVanta UC Switches, Routers IP Business Gateways IP PBX NetVanta 7060 Voice

7 7 NetVanta Unified Communications NetVanta 7000 Series Office in a Box IP-PBX up to 100 Users, 24 Port POE Switch, IP Router, Firewall/VPN, SIP Trunking, Auto Attendant, Voic , IP and Analog Phones and more NetVanta Business Communications System Bundled NetVanta 7000 Series + UC Server (+conf server, click to dial), adds UC to SMB solution NetVanta Unified Communications Server Adds UC to existing PBXs, IP-PBXs, up to 5000 Users per server NetVanta Enterprise Communications Server Soft IP PBX Plus full UC Server features + Conf, Paging Server, etc.. Up to 2000 Users or more per server NetVanta Business Application Server Inbound and Outbound IVR, CEBP, and point solutions, 100s of channels

8 8 What is Unified Communications? Telephony, Video Calling Audio & Video Conferencing Voic and Unified Messaging Fax and Paging Instant Messaging and Presence Fixed Mobile Convergence Desktop and Mobile Device Clients Business Enablement Communications Enabled Business Processes (CEBP) Auto Attendants, Integrated Voice Response (IVR) Out Calling and Notification Contact Centers Consolidated Administration For all Markets SMB to Enterprise UC Must Generate a Return on Investment (ROI) The business definition of UC is somewhat simpler: Communications integrated to optimize business processes.

9 9 Deployment Options for UC UC isn t restricted to on-premises solutions and can be deployed in a variety of scenarios by end users or service providers On Customer Premises UC adjunct to existing PBX, IP-PBX On Premises UC Solution Service Provider Infrastructure Overlay Service Provider SaaS Providers Cloud Service Providers Lots of opportunity for both Resellers and Service Providers

10 10 What Features Are Driving UC?

11 11 VoIP Still the # 1 driver for UC Allows voice endpoints to be deployed using a shared data communications and structured wiring infrastructure Enables easier interworking between systems (typically using SIP) Enables voice calls via data networking, SIP trunking and the Internet Has a hard ROI based on: Reduced cost of wiring Ease of deployment, adds, moves and changes Ease of system integration Reduced costs of operation for telephony services and LD calling

12 12 Unified Messaging (UM) The #2 driver for UC and the #1 feature based driver for UC Puts voice and fax messages in your in-box, lets you send fax and voice messages PC, Smartphone and web based clients supported with True UM synchronizes with PBX Message Waiting Indicators (MWI) Not to be confused with Integrated Messaging Has a soft ROI based on: Time saving using random access in UI vs. serial voic interfaces Elimination of LD phone calls to retrieve messages

13 13 Fixed Mobile Convergence & Mobile UC FMC Enables mobile phone as an extension of corporate PBX Often includes seamless handoff between mobile and PBX phone using cellular, 3G, or Wi-Fi Basic mid-call PBX telephony features supported (e.g. Transfer, Hold, Conference) Uses single corporate voic /um, Message Waiting Indicator Mobile UC adds presence, IM, directory dialing Generates both hard and soft ROIs based on: Reduced cost by avoiding cellular calls for in-facility calls by using WiFi Increased productivity by gaining benefits of Unified Communications, regardless of endpoint Easily reachable regardless of location

14 14 Web Conferencing Web Conferencing is used to conduct live meetings, training, or presentations via the Internet. Each participant sits at his or her own computer and is connected to other participants via a private data network or the Internet. Typically used to present slide shows, live or streaming video, but may allow interaction via screen sharing/desktop sharing/application sharing, white boarding, text chat, and polls and surveys. Sessions can usually be recorded for later playback. Generates a hard ROI by allowing participants to avoid travelling or enable collaboration that was not previously economically viable.

15 15 Video Conferencing Video Conferencing and Telepresence allows participants at two or more locations to interact via live two-way video and audio transmissions. Participants sit in conference rooms and are connected to other participants via a private data network or the Internet. Individuals can also sit at their own computer or videophone or Smartphone and be connected into a conference by a conference server. Similar to Web Conferencing, Video Conferencing/Telepresence generates a hard ROI by allowing participants to avoid travelling, or enable collaboration that was not previously economically viable.

16 16 Presence Availability and capability status of things, contacts or groups PC ` Mobile Timeliness from seconds to years Various components such as: On the phone, On-line/Off-line, available, busy or other status, etc. Tablet PBX May indicate location, device in use, and available communication modes Get the right resource at the right time Rosters IM/Social Networks Also referred to as Reducing Human Latency LOB Database Calendar Two General Uses: Collaboration: Allows workers to better reach coworkers, suppliers, partners, or customers. Service: Allows customers to reach service workers and get action faster Has a soft ROI based on increasing the success and timeliness of reaching a needed resource

17 17 Enterprise Instant Messaging (EIM) Real-time text based communications, goes hand in hand with Presence It s the secure corporate version of Consumer IM (CIM) EIM allows effective and efficient communication, allowing immediate receipt of acknowledgment or reply, similar to a voice call Lower cost alternative to a voice call Clients available for PC, Web, and Mobile Devices such as Smartphone's Some UC Clients allow you to change modes from IM to voice or video calling/conferencing and vice versa. EIM has a soft ROI based on increased efficiency and timeliness, and a hard ROI based on reducing the cost for PSTN services

18 18 Communications Enabled Business Processes CEBP reduces human latency within business process flows by integrating communications with Line of Business (LOB) applications such as such as: Enterprise Resource Planning (ERP) Supply Chain Management (SCM), and Customer Relationship Management (CRM) Capabilities that are part of CEBP: Sophisticated auto-attendants Out calling Interactive Voice Response (IVR) Notification, paging and alerting; and Call pre-screening and re-direction services Inbound IVR Some Common CEBP Applications Auto-Attendants Automated Agents Talking Property Call Pre-Screening and Redirection Telephone Notification Telephone Surveys Automated Paging See this Now UC It! column article in UC Magazine for some more information on CEBP

19 19 Communications Enabled Business Processes Usually customized, so it s important to avoid costly development processes like code development. A growth area within UC, CEBP makes relationships with customers sticky CEBP generates hard ROIs quickly by: Reducing staff time to interact with callers Making calls or directing calls more efficiently Both allow businesses to reallocate staff to higher-value duties, while providing 24x7 customer self service. No programming skills required! Notification Integrates with corporate databases! See this Now UC It! column article in UC Magazine for some more information on CEBP

20 Simple CEBP Application: Follow The Sun Around The World Attendant Service consults roster to see which worldwide corporate locations can handle the call at this time and date. Determines which contacts could handle the call in priority order. 3. Attendant service determines availability of contacts and hunts for an available contact. 4. Contact answers the call 1. Customer calls Worldwide service hotline 5. If no contacts are available, the attendant Service takes a message and starts hunting for a contact on an escalation list. 6. Escalation contact answers the call, hears the message and transfers to the customer.

21 21 Other UC Features Contact Centers: Allows calls to a company to be routed to appropriate people, contacts tracked and data to be gathered. Out Calling: Allows appointment reminders, service follow ups, emergency notifications. Can have significant ROI. Overhead Paging: Can provide significant ROI for schools, hospitals, and businesses like retail and car dealerships Fax Server: Still a driver for many businesses such as real estate and financial services. ROI from paperless desktop faxing. Click-to-Call: Provides in-context dialling of phone numbers, contact and integration. ROI from increased user efficiency. Missed Call/Message Notifications: Provide notification when employees can t answer a call. ROI from reduced business latency. Call redirection: Routes callers to the correct person or location dependant on time of day, caller ID and LOB application data. Integrated Administration: UC user administration integrated with IT user admin. ROI about $100/user per year.

22 22 Question and Answers

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