Partner Solutions Guide

Transcription

1 Partner Solutions Guide

2 Dear Reader, The communications industry has changed dramatically over the past 10 years, undergoing a fundamental shift away from legacy PBX systems and separate voice and data networks toward converged networks to support Unified Communications. Along with this technology transition we have seen the emergence of cloud based IT infrastructure and services. Forward thinking companies are now looking to cloud platforms to deliver business functions that go beyond traditional networking and telephony to deliver a complete suite of applications and services that can transform the way that they work. There has never been a better time to introduce your prospects and customers to the benefits of cloud based communications. The key is to position these cloud based services to complement and complete a customer s existing infrastructure and services. This is not a rip and replace sale; it s a consultative migration from where they are today to the world of converged solutions that free them from the burden of managing complex communications infrastructures and services. This sales guide will help you understand how to discuss cloud based communications with your customers and prospects, assess their needs and readiness for West IP Communications applications and services, and present them with the right solutions. We share a common goal: to create long term, durable relationships with customers who reap the benefits of unified IP communications. I hope that this guide will help us both achieve this goal. Sincerely, James Whitemore Executive Vice President Sales & Marketing

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4 Table of Contents Introduction to West IP Communications Who is West IP Communications? Cloud-Based Enterprise Communications Discussing Cloud Based Applications & Services Benefits of Cloud Applications & Services Enterprise Business Needs Identifying Triggers that Drive a Customer to Act West IP Communications Products & Services A Complete Portfolio of Solutions with Flexible Service Delivery The Maxxis Application Aware Network MaxxPort VoiceMaxx VoiceMaxx CE MaxxConnect ControlMaxx Contact Center MaxxSecure AMP MaxxUM MaxxBridge Cisco WebEx Microsoft Office 365 West IP Communications Service Delivery The West IP Communications Approach Management Tools Network Operations Center (NOC) Recognized Capabilities West IP Communications Value Proposition Why West IP Communications? West IP Communications Customer Examples Network Call Center SIP Trunking Hosted Voice

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6 Who is West IP Communications? West IP Communications helps organizations of all sizes solve business problems by empowering new forms of communications and collaboration. Our comprehensive suite of easy to use, hosted solutions is redefining the way people work around the globe from how businesses connect to employees and customers, to how they conduct meetings, collaborate, manage relationships, share knowledge and engage audiences. To view West IP Communications product collateral please visit

7 What we do We are working with industry leading companies, including many in the Fortune 500, to bring them a true cloud infrastructure, with the goal to: Deliver advanced communication and collaboration services Drive down communication costs Increase efficiency of their IT operations Instead of focusing on key communications initiatives, we see companies spending inordinate amounts of time on managing infrastructure. West IP Communications enables customers to end that cycle by helping them to make the migration to Unified Communications as a Service (UCaaS). As a thought leader in design, configuration, management and support of UCaaS, we are committed to innovation in hosted Unified Communications solutions. We give companies access to technology that they lack the skills or resources to deploy and manage themselves. How we do it We see an opportunity to think differently about your customers communications infrastructure. Our vision of tomorrow puts you in a position to redeploy their resources people, time, budget from managing basic voice and data infrastructures into driving the business initiatives that are the basis of their competitive advantage. Solutions: Cloud based applications and services delivered over next generation, application aware networks that provide companies with the best in voice, data, security, collaboration and contact center solutions. Services: A highly flexible model supported by end to end implementation services and on going operational support that scales as the company grows and as technology evolves. Infrastructure: We are a national provider of voice and data services with a platform specifically designed to meet the needs of dynamic companies of all sizes. Customer results Efficiency: Driving down the cost and complexity of implementing and managing advanced communications tools. Execution: Speeding the deployment and impact of Unified Communications. Agility: On demand services that are closely aligned with business needs. How we are different A global service provider with a true cloud infrastructure for the delivery of mission critical communications applications and services. A thought-leader in design, configuration, management and support of next generation application aware networks. Enabling companies of all sizes to make the migration to IP based Unified Communications as their business needs dictate. Committed to innovation in Unified Communications solutions to give companies access to technology that they lack the skills and resources to deploy themselves. Able to deliver a complete UC solution and integrate IT into an organization s business processes and applications for a truly transformational experience.

8 Discussing Cloud-Based Applications & Services The IT industry is in transition, from on premise solutions that a customer acquires, deploys and manages themselves, toward managed services, hosted services, SaaS applications and cloud based services. West IP Communications has been a pioneer, innovator and leader in these cloud based service models for over a decade and a part of any customer discussion regarding West IP Communications will inevitably include a conversation about the cloud approach to enterprise communications. This chapter is designed to aid that discussion by helping you to understand a customer s attitude towards cloud based services and decide which West IP Communications applications and services to propose.

9 Industry Trends & Discovery Questions The key in this stage of the discussion is to understand how willing the customer is to consider cloud or hosted services. There are still many customers who are not ready to make the move to cloud based applications and services. They may have significant investments in on premise equipment, they may believe that they have the skills and resources to deploy IP communications solutions themselves, or they may have had a poor experience with a previous hosted solution that is affecting their judgment. But this does not mean that they are not a prospective customer for West IP Communications. If the customer is not ready today for a cloud based solution, we provide a full portfolio of applications and services that complement and complete their existing infrastructure and in house IT resources. Some common examples are: Managed network services that add resiliency and coverage to their existing network SIP trunking to on premise IP PBX, either delivered over existing MPLS network or Maxxis application aware network PRI/Integrated access that delivers the advantages of IP trunking to legacy TDM infrastructure Hosted Contact Center services that complement existing telephony services Conferencing and collaboration tools for enterprise wide communication We understand that a customer s migration to cloud based services will typically require multiple steps. Our strategic vision is not to rip and replace, but rather to surround and complement existing infrastructure. Over time, as the benefits of the cloud approach to communications are proven to the customer, and as trust in the relationship builds, the customer WILL migrate more of their communications services to the cloud, whether they fall under conferencing and collaboration, messaging, global network services, voice or professional services. The result is a long term, enduring customer relationship based on proven success and shared trust. It s a win win for all of us.

10 The Trends column highlights some of the high level drivers that are encouraging a customer to consider cloud based applications and services for communications. The Questions column gives some examples of questions to ask that will help determine how these trends are impacting a customer s business and their attitude toward cloud-based applications and services. Trends IT shift from cost center to revenue center. Shift from technology driven to business relevant Consolidation mergers, acquisitions, legacy hardware lifecycles, green initiatives, global standardization Workforces continue to become more mobile and distributed Virtualization, cloud computing and utility computing - next-generation, shared technology platforms and cost models SaaS and cloud-based applications internally or externally hosted Dramatic increase in bandwidth requirements and pressure to manage application performance Collaboration and sharing are the rule rather than the exception Reduction of IT and communications spend Increasing IT and communications complexity with robust security requirements and compliance regulations Job cutting is slowing and focus is shifting from saving money to increasing productivity The world is getting smaller, clients are expanding geographically, and there is strong demand for global reach Questions What demands are being made from the business to your IT department regarding ability to respond to business change? How are fixed cost pressures impacting your strategies? How has the pace of change created new challenges in the way your enterprise communicates? What has been the impact of M&A activity on your communications platforms and applications? What have been the challenges in system upgrades and maintenance? What changes are taking place in your workforce? How does the transformation into a distributed workforce impact your communication patterns? What challenges do you face in ensuring access to knowledge and expertise within your organization? What are your priorities for exploring new platforms and cost models in your IT strategy? Have SaaS applications been deployed within your organization? How have they changed your cost/ operating models? Do you use any form of co-location or externally managed IT services? How have bandwidth requirements increased in your enterprise over the past 18 months? Have you deployed MPLS networks? What are the key enterprise applications that you must prioritize on the network? How are you enabling your employees to collaborate internally and externally? What tools are used across the organization that are outside of corporate IT (Skype, IM, social networks)? How are your budgets changing as we come out of recession? How has the budget approval process changed within your organization over the past 18 months? Have you been able to maintain/hire the skills you need within your IT team to deal with new technology? How are security and compliance initiatives consuming your time and resources? Are all of your applications working together on one platform, allowing for increased productivity when using one or more of those applications? Is your current platform able to provide consistent connectivity and performance to all of your locations, whether across the country or across the world?

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12 The Benefits of Cloud Applications & Services Many IT departments cannot pursue the innovation initiatives the business demands because their resources are consumed by the burden of managing infrastructure. They face a constant struggle to balance the resources (people, time, budget) required to run today s business with the innovation requirements for tomorrow.

13 Use this discussion guide to help you articulate the benefits of cloud communications Instead of focusing on key business initiatives like developing and deploying new applications, many companies have been forced to spend an inordinate amount of their valuable resources on basic IT infrastructure. They are driven by cost management, change management, application/service performance management, upgrades and additions rather than by strategic business goals. We enable our customers to redeploy resources people, time, budget from managing and maintaining communications infrastructure towards business initiatives that are the basis of their competitive advantage. In short, we allow them to do more, with less leveraging the proven capabilities of West IP Communications and tapping into the benefits of the cloud services model we deliver. The benefits of cloud based enterprise communications are typically seen in three areas: Increased Business Efficiency: Driving down the cost and complexity of deploying advanced communications tools. Increased Business Execution: Speeding the deployment and impact of Unified Communications. Increased Business Agility: Delivering applications and services that are closely aligned with evolving business needs. The following pages will help you discuss these benefits with your customer, highlighting some of the key challenges faced by many companies, providing you with some sample questions to ask to understand how these challenges are impacting their business and introducing the ways that we can help overcome these challenges.

14 Customer Challenge Increased Business Efficiency Questions to Ask West IP Communications Solutions Eliminate overprovisioning and overbuying of infrastructure and services Consolidating, merging or migrating disparate legacy networks and systems Lack of expertise necessary to deploy and maintain new technology Ensuring the performance of core enterprise applications Building effective disaster recovery plans for core services Managing multiple vendors and multiple technologies in the current environment How do you manage and measure utilization of your voice and data services? Is there an optimization strategy in place? How do you determine what to in source/outsource? Where have you experienced the biggest constraints from skills gaps? How do you manage application SLAs to your internal clients? How have interruptions impacted your business within the last 12 months? What is your vendor strategy? Multi vendor or one throat to choke? On demand services that burst to accommodate changes in enterprise usage and enable the effective utilization of services across the enterprise. From pooling of trunks to cloud based voice services, West IP Communications eliminates the over provisioning challenge. West IP Communications applications and services are designed to work with complex, heterogeneous legacy infrastructures. Complementing or completing a customer s existing infrastructure enables them to migrate to unified IP communications rather than rip and replace existing networks and systems. All of our applications and services are fully managed by highly credentialed service experts. Our team becomes an extension of the customer s IT staff, freeing them from the day to day headaches of managing complex communication infrastructures and services and allowing them to focus their resources on business critical IT projects. While most MPLS networks have QoS capability based on prioritizing tagged packets, the Maxxis Application Network takes QoS to a different level. Unlike typical MPLS configurations, Maxxis QoS is determined by assigning tags to traffic based on packet analysis, source and destination and also on business use case prioritizing mission critical traffic based on business requirements. Our service delivery was designed to deliver five 9s availability and our SLAs reflect that. In addition to the unique, distributed and highly redundant architecture used to deliver our services, we have developed service offerings designed to ensure our customers are able to build robust Disaster Recovery and Survivability plans West IP Communications is the single communications service provider to many of our customers, allowing them to eliminate multiple carriers and equipment vendors. For other customers, we complement their existing vendor strategy, providing cloud-based contact center, voice or security services that co exist with on premise solutions, or providing trunking services that are delivered across existing MPLS networks. Whatever the vendor strategy, our suite of cloud based applications and services deliver leading edge solutions that allow a company to migrate as their business needs dictate, complementing or completing existing infrastructure and backed by world class support.

15 Increased Business Execution Customer Challenge Meeting expectations of time to deployment of new technologies Delivering new applications and enabling new technologies that have a measurable impact on business value Enabling teams to work together effectively from distributed and mobile environments Retaining competitive advantage through enhanced customer service and support Questions to Ask Has your IT organization been as responsive as the business needs it to be? How is the current economy impacting your business? What changes do you need to make as a result? What are your top initiatives and priorities? What tools are your employees requesting to enable communication and collaboration? What have you already deployed? What distinguishes your company and what challenges are you facing? How do you ensure customer satisfaction and loyalty? West IP Communications Solutions With cloud based services you can achieve faster deployment times compared to traditional, on premise deployments. With our unique delivery model, skilled Solution Design teams design a solution that meets your unique business requirements, dedicated Project Management teams manage every aspect of the implementation and highly credentialed support staff serve as an extension of your IT department to ensure the performance of solutions. We provide a full suite of enterprise communications applications and services that provide flexible, scalable, transformational business solutions to critical business environments. All of these applications and services are designed to allow integration with the customer s business processes and enterprise applications enabling fully integrated enterprise communications that can transform how a company works. We provide all the tools that distributed and mobile teams need to work together with customers, colleagues and partners. Single number voice and fax services with unified inbox helps ensure responsiveness. Advanced personal call management tools, hoteling features and softphones enable mobility. Sophisticated web and audio conferencing allow teams to work together efficiently. Each of these services is available as a discrete package, enabling integration into existing communications infrastructure. We deliver an unprecedented level of call management, allowing a company to manage inbound numbers and how they are routed, according to geography, time of day, holiday schedules or in the event of outages. Coupled with sophisticated contact center tools that provide call queuing, monitoring, and recording, we enable companies to excel at handling complex and/or dynamic call flow scenarios where multiple locations are involved, including back up locations and home based employees.

16 Increased Business Agility Customer Challenge Setting priorities and allocating the required budget and resources to accomplish new initiatives Determining the right mix of control of IT infrastructure and applications against the cost advantages of outsourcing Lack of tools that provide visibility and control of IT infrastructure assets Managing unpredictable costs Staying compliant with evolving standards and regulations Questions to Ask What is the process of selecting priorities against your budget? How do you manage priorities against budget? What elements of your IT do you consider core to your business and what elements do you consider peripheral? What tools do you plan to integrate into your business to improve visibility of network and communications services? Do you have the need to rapidly scale services from time to time based on market events? How do you manage your compliance strategy? West IP Communications Solutions The cloud approach to communications allows for effective use of company budgets. The cloud approach minimizes CAPEX requirements. Flexible, usage based pricing models prevent overbuying. The fully managed nature of the services and applications reduce a customer s requirements and costs of hiring and training IT staff. And the low costs of IP telephony help drive down inter company, local and long-distance charges. West IP Communications applications and services are designed to complement or complete a customer s existing infrastructure, enabling them to migrate to unified IP communications rather than rip and replace existing networks and systems, thus reducing the risks, costs and complexity of migrating to unified IP communications. We provide a single, comprehensive toolset that gives us the ability to manage a client s end to end business applications and provides a client with full visibility into application performance, from router and switch to network core. Our tools provide customers with the ultimate in end to end visibility, monitoring, analytics and reporting of communications applications and services. All West IP Communications applications and services are delivered on demand, with flexible, instantaneous capacity increases to accommodate changes in company usage and enable the effective utilization of services. Our sophisticated cloud services platform provides unlimited scale of users and usage ensuring that your communications applications and services are always aligned to your business needs. West IP Communications provides you with tools that enable you to ensure your applications and services are in compliance with your standards and regulations. Real time monitoring, advanced analytics and reporting and sophisticated recording tools coupled with a full suite of managed security services enable you to manage risk and maintain compliance.

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18 Identifying Triggers That Drive a Customer to Act This chapter illustrates some of the common triggers that create a need for a customer to act now, taking the sales cycle from discussion and discovery to bid and proposal.

19 Identifying triggers that cause a customer to act... The typical West IP Communications customer undertakes a migration to Unified Communications; this is not a simple rip and replace of their current infrastructure and services, rather a structured migration. The sales process is highly consultative and a key to success is being able to spot the trigger events that cause a customer to act moving the deal from they pushed their decision into next quarter, they are still looking for budget or they decided to stick with their incumbent carriers to we have a purchase decision and contracts ready to be signed. When you see events and characteristics outlined in this chapter, you know that the customer will be ready to act.

20 Increased Business Agility Increased Business Execution Increased Business Efficiency Trigger Events Multiple locations with significant intra company calling utilizing PRIs Multiple carrier contracts that are complex to manage Carrier contracts nearing expiration Loss of capital funding/budget Non performing vendors failing implementations Limitations or lack of IT skills Staff attrition or layoffs Security breaches that impact the business Loss of revenue or brand damage from outage of business applications Not meeting business needs Not operating within budget Deadlines to deploy new technology to support business initiatives (new product, new business model, M&A) End of life legacy systems Making the wrong decision due to lack of visibility into IT applications and services Customer or 3rd party demands for compliance and reliability Change in competitive environment requiring increased focus on customer service Changing contact center requirements (increased functionality, supporting remote locations, DR requirements) Deploying cloud based applications (such as Salesforce.com) across the enterprise Scaling services to add new locations and/or support new geographies Merger, acquisition, divestiture of companies and their IT assets Disruptive business events bankruptcies, outages, economic conditions Seasonality and/or unpredictability of requirements Requirement to re deploy IT resources to support critical business projects West IP Communications Response We help our clients run their business more efficiently and become more operationally effective by: Removing the burden of managing complex communications infrastructures and applications. Reducing costs of basic communications services. Managing Quality of Service to ensure the performance of critical business applications. Delivering services on demand, to help them deal with seasonal or unexpected changes in usage. Providing them with tools for business continuity and disaster recovery. We enable our customers to increase the pace of business execution by delivering new applications and enabling new business initiatives that have a measureable impact on business value by: Enhancing customer service and support through advanced call flow and contact center services. Enabling mobility of workforce through advance voice and messaging tools. Supporting new branches and remote workers with a consistent set of enterprise communication tools. Providing the infrastructure an enterprise needs to deliver real time applications and connectivity for centralized, cloud based applications. We help our customers transform their business, supporting their big bets to enter a market, completely revamp a delivery model, and execute M&A activity by: Delivering fully managed solutions that free their resources to focus on business strategy rather than tactics. Providing scalable, on-demand services that can be fine tuned to meet specific requirements and aligned with business results. We are as fast and flexible as they are, dialing up services when needed, scaling back if required we eliminate risk and help them deal with uncertainty.

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22 Flexible Service Delivery Before starting a discussion on any of our specific service offerings with a customer, take the time to remind them of one of the key reasons why they should consider West IP Communications a flexible and unique approach to service delivery that supports the migration to IP communications.

23 A Complete Portfolio of Solutions with Flexible Service Delivery Since introducing the industry s first converged voice and data service over an MPLS network in 2001, we have continuously pushed the boundaries of what s possible with Unified Communications building a full portfolio of best of breed solutions that provide a single vendor solution for dynamic and distributed environments. APPLICATION AWARE NETWORKS ENTERPRISE VOICE & TELEPHONY Network Network QoS Unified Threat Infrastructure Management Management Management Telephony Trunking Mobile Integra on UNIFIED COMMUNICATIONS As a Service Contact Center IM & Presence Fax Voic Web Conferencing Video Conferencing Audio Conferencing MESSAGING CONFERENCING & COLLABORATION CLIENT APPLICATIONS INTEGRATION Flexible Service Delivery The Key to Long Term Customers Before starting a discussion on any of our specific service offerings with a customer, take the time to remind them of one of the key reasons why they should consider West IP Communications a flexible and unique approach to service delivery that supports the migration to IP communications. We offer a flexible and unique approach to service delivery that supports a customer s migration to IP communications.

24 West IP Communications Services Complement & Complete a Customer s Legacy Infrastructure A typical West IP Communications customer has multiple locations and hundreds or thousands of employees distributed across corporate facilities and is often faced with a daunting task: making the migration from their complex, heterogeneous environments to a Unified Communications solution. West IP Communications customers typically have some or all of the following characteristics: 1. Existing MPLS network services and service providers 2. Legacy TDM PBX equipment that they intend to keep in service 3. On premise IP PBX systems that they intend to keep in service 4. Contact Center platforms and services that must be incorporated into a solution 5. New locations being added without existing infrastructure For these customers, a multi phased migration to IP communications is normal and it s West IP Communications flexible approach to service delivery that wins the deal. Providing the Roadmap for Migration to IP Communications Collabora on Voice Services MAXXIS MPLS Networking WEST IP COMMUNICATIONS SaaS APPLICATIONS DS3 - MPLS Unified Messaging Management Tools Managed Security Mobile Connect Contact Center T1 - MPLS Office 1 - Headquarters 400 Users Fully Managed IP to Desktops 10 Mbps - MPLS NxT1 - MPLS T1 - MPLS Regional Office with Contact Center 120 Users Fully Managed IP to Desktops Regional Office with Contact Center 120 Users Fully Managed IP to Desktops Regional Office 70 Users Trunking to IP PBX Regional Office 35 Users Trunking to Legacy PBX A typical customer s varied communications structure

25 Flexible, scalable, transformational business solutions for critical business environments At West IP Communications, our flexible approach to service delivery is designed to help customers make the migration to Unified Communications. We work with them to solve their urgent problems and provide them with a roadmap to UC that will transform and shape their use of communications technology. 1. Multi carrier MPLS solutions. The Maxxis Application Network allows multiple carrier transport infrastructure to act as a single network solution with unified routing tables, universal QoS capabilities and complete visibility all while operating under a single network architecture. 2. SIP Trunking and Integrated Access which can be deployed over third party MPLS services to support legacy systems and service providers. 3. All services delivered with a comprehensive tool set for management of end to end applications and full visibility of performance and usage. 4. All services supported by a centralized NOC which serves as a direct extension to the customer s IT staff. 5. A full suite of UC services with unlimited scale of capacity and users available on demand across the enterprise. When a customer understands and appreciates this flexibility in approach, they will be much more receptive to consider our solutions. West IP Communications service offerings complement & complete a customer s existing infrastructure and services.

26 The West IP Communications Executive Briefing Center (EBC) Visits to the West IP Communications Executive Briefing Center are highly effective during the sales process, giving the customer confidence in the capabilities of West IP Communications and demonstrating to them the service experience a customer can expect. Contact your Regional Sales Manager or partner@westipc.com to schedule a visit.

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28 Maxxis Application Aware Network It s time for your customers to rethink corporate networks. A typical corporate network, built piecemeal over a number of years, can hold back the deployment of applications and services that drive business growth. It s time for Maxxis, an application aware MPLS network solution optimized for the delivery of real time communications, centralized applications and cloud based services. Forget next generation. This is now.

29 Maxxis Application Aware Network Value Proposition: The Maxxis MPLS network solution allows a company to deploy a converged, all IP network as a fully managed infrastructure with unprecedented application performance, flexibility and resiliency. Maxxis offers flexible service delivery, utilizing multiple Tier 1 carriers to ensure wide geographic coverage, a complete choice of network interfaces to suit business needs and a level of resiliency that is not found in single carrier networks. Maxxis provides a comprehensive toolset to manage your business applications end to end and delivers full visibility into performance, from router and switch to network core. Built on a state of the art platform, Maxxis provides intelligent application based routing, sophisticated management and control, and unprecedented network performance in a single MPLS solution. Customer Characteristics: Multiple office locations geographically dispersed domestically or globally Lacking common network monitoring tools to monitor applications beyond the router Deploying centralized or cloud based applications across the enterprise and require QoS management of applications on the network Thin IT staff that lacks 24x7 helpdesk Multiple carrier bills that are difficult to reconcile Want to explore IP voice convergence on MPLS

30 Why West IP Communications? Best of breed Network Architecture: Core backbone consisting of multiple interconnections with nationwide network providers and carrier grade routing infrastructure. Expansive Network Footprint: High speed, high quality MPLS backbone, accessible via T1, DS3, OCx, and Metro Ethernet. Fully Converged Network: Able to integrate voice, data, video and internet services into one network architecture. Application Layer Prioritization: Customized data traffic prioritization, beyond standard QoS, to ensure optimal performance of applications and other network traffic. Dynamic Bandwidth Allocation: Bandwidth fully available for all applications, including internet access, based on needs and Application Layer Prioritization. 24x7x365 Network Monitoring and Customer Support: Proactive monitoring and management of the corporate network by our Cisco certified engineers. Web based Management Tools: Network monitoring tools providing real time and historical visibility and reporting. Maximum network coverage with greater flexibility to meet specific design needs. Extensive reach and flexibility to manage geographically dispersed offices. Improved performance and simplified management through a single network and a single vendor. Enhanced geographic diversity to ensure performance, reach and reliability. High quality, QoS enabled network connectivity providing the bandwidth needed for time sensitive applications. Eliminates the need to over provision dedicated Internet access and other services. Relieves the pressure of constant IT overview through trouble management and fast resolution. Key Qualifiers: Network contracts must be near or at end of term Looking for a managed service, not just cheapest MPLS Needing to maintain service levels for centralized and/or cloud based applications To view West IP Communications product collateral please visit

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32 MaxxPort

33 MaxxPort Value Proposition: The MaxxPort network solution allows an organization to deploy a converged, all IP network with exceptional application performance, flexibility, and resiliency. Like Maxxis, MaxxPort offers flexible service delivery, utilizing multiple Tier 1 carriers to ensure wide geographic coverage, a complete choice of network interfaces to suit business needs and a level of resiliency that is not found in single-carrier networks. Built on the state of the art Maxxis platform, MaxxPort provides customers with an advanced network option that is easy to deploy and manage with limited IT resources. Customer Characteristics: Poor network performance Poor service and support Struggling to manage multiple service providers for multiple locations Lack of competitive pricing in key locations Deploying centralized or cloud-based applications Multiple office locations geographically dispersed across a wide area Want to explore IP voice convergence on MPLS

34 Why West IP Communications? Best of breed Network Architecture: Core backbone consisting of multiple interconnections with nationwide network providers and carrier grade routing infrastructure. Expansive Network Footprint: High speed, high quality MPLS backbone, accessible via T1, DS3, OCx, and Metro Ethernet. Fully Converged Network: Able to integrate voice, data, video and internet services into one network architecture. Customized data traffic prioritization, to ensure optimal performance of applications and other network traffic using standard QoS policies. Dynamic Bandwidth Allocation: Bandwidth fully available for all applications, including internet access, based on QoS settings. 24x7x365 Network Monitoring and Customer Support: Proactive monitoring and management of the corporate network by our Cisco certified engineers. Web based Management of bandwidth utilization monitoring and reporting. Maximum network coverage with greater flexibility to meet specific design needs. Extensive reach and flexibility to manage geographically dispersed offices. Improved performance and simplified management through a single network and a single vendor. Enhanced geographic diversity to ensure performance, reach and reliability. High quality, QoS enabled network connectivity providing the bandwidth needed for time sensitive applications. Eliminates the need to over provision dedicated Internet access and other services. Relieves the pressure of constant IT overview through trouble management and fast resolution. Key Qualifiers: Network contracts must be near or at end of term Looking for a managed service, and/or lower cost MPLS Needing to maintain service levels for centralized and/or cloud based applications To view West IP Communications product collateral please visit

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36 VoiceMaxx Forget everything you thought you knew about enterprise communications. Conventional thinking will not drive business growth. No ordinary PBX will deliver the accessibility, mobility and productivity tools that an enterprise needs to thrive. VoiceMaxx is real technology solving real problems.

37 VoiceMaxx Value Proposition: VoiceMaxx allows companies to transform and reshape their use of communications technology with a suite of cloud based, on demand services including full PBX functionality, advanced call management tools and leading edge Unified Communications features. VoiceMaxx drives down the cost of voice communications while providing users with advanced feature packages designed to enhance accessibility, mobility and productivity, along with sophisticated tools that give IT administrators an unrivaled degree of flexibility and control. VoiceMaxx services can be fully integrated with a client s existing IP or legacy TDM infrastructure where required, preserving investments already made in telephony infrastructure and providing a seamless solution. Customer Characteristics: Multiple office locations that are geographically dispersed Significant intracompany calling Need sophisticated call routing tools to handle out of hours and/or over flow calls Aging PBX and/or voice mail infrastructure that is costly to maintain and support Seasonal or unpredictable call volumes and/or numbers of users Small branch offices and home based workers that need to be included in corporate voice and network services Thin IT staff that lacks 24x7 helpdesk Multiple carrier bills that are difficult to reconcile Want to explore IP Voice convergence on MPLS Looking to minimize capital outlay in migration to IP PBX

38 Why West IP Communications? Flexibility. Give customers the option to choose from service packages designed to align service level with price: Premium Package: For users with a need for a high level of accessibility, mobility, and specialized features Standard Plus Package: For users requiring personalized functionality with added features Standard Package: For general users requiring some personalized functionality Admin/Reception Package: For administrative, reception and department assistants Limited Use Package: For a limited use line necessary for point to point communications Unlimited calling capacity, both inbound and outbound. A converged network solution that efficiently utilizes bandwidth and scales to accommodate spikes in calling activity. No capacity constraints typically associated with legacy PBX systems. No over provisioning and over buying of infrastructure and services required. Access to a powerful set of personal call management tools for mobile users. Competitive local, long distance and international rates. Access to the latest in communications technology without the need for investments in on site PBX systems and the associated support, maintenance and upgrade costs. Complete management of inbound numbers and how they route. Ability to monitor calling activity across the enterprise in real time. Customized billing options that allow for flexibility in the way that invoices are presented across the enterprise. Unlimited moves, adds and changes. One web portal to access and manage all administration needs. A NOC that becomes an extension of a customer s IT team, integrating our processes and knowledge into the way an enterprise works. Among the highest customer retention and satisfaction rates in the industry. Best in class customer experience. VoiceMaxx Complete For companies that want to further streamline and simplify their communications, we offer VoiceMaxx Complete. This company wide bundle provides: Telephone equipment rental to conserve capital budgets and maximize equipment flexibility Unlimited outbound long distance for non call center applications Key Qualifiers: Voice contracts must be near or at end of term. New locations being added, companies/divisions being merged or divested. Looking for consistent set of enterprise features across multiple locations rather than a commodity hosted VoIP service. Requirements for call management tools that enable inbound calls to be routed according to geography, time of day, holiday schedules or in the event of outages.

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40 VoiceMaxx CE VoiceMaxx CE (Cisco Edition) provides a complete Unified Communications solution based on the Cisco Hosted Collaboration Solution (HCS)

41 VoiceMaxx CE Value Proposition: VoiceMaxx CE is designed for those that want the benefits of West IP Communications VoiceMaxx cloud based on demand services, including full PBX functionality, advanced call management tools, unparalleled client support and service, and also need to provide their user with an end to end Cisco Unified Communications and collaboration experience. VoiceMaxx CE drives down the costs of communications while providing users with advanced feature packages designed to enhance accessibility, mobility and productivity. VoiceMaxx CE integrates with various Cisco collaboration products, providing a comprehensive Unified Communications solution. Customer Characteristics: Has an IT policy that specifies Cisco Has a volume purchasing agreement with Cisco Wants to move from an on premise to hosted environment to save on costs Would like a telephony solution that integrates with Cisco Jabber (formerly Connect) and/or Microsoft Office Communicator Has requirements for globalization and federation

42 Key Benefits: Integrate and Collaborate. VoiceMaxx CE integrates a complete suite of Cisco centric services and applications like conferencing, messaging and presence, with business tools employees use every day, such as Microsoft Office and WebEx. Increase Efficiency. VoiceMaxx CE provides unlimited calling capacity (in/outbound), on a converged network solution that efficiently utilizes bandwidth and scales to accommodate bursts in calling activity. Enable Mobility. VoiceMaxx CE gives mobile users access to a powerful set of personal call management tools along with hoteling capabilities, personal conferencing and mobile client integration. Experience Service Excellence. There is no one size fits-all solution, we work with our clients to solve their urgent problems and at the same time, show them how to use technology to transform their business. Reduce Costs. VoiceMaxx CE provides a Unified Communications solution hosted by West IP Communications, thereby driving down the cost of maintenance, deployments and upgrades. Flexible Solution. VoiceMaxx CE provides a customized solution for any type of user. Whether the user travels the world or works from one location, there is a solution for all.

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44 MaxxConnect MaxxConnect is a suite of IP trunking solutions designed to provide your customers with the carrier grade service they have come to expect from traditional providers, along with the benefits of next generation IP based service that allow their business to run more efficiently. MaxxConnect delivers a consistent set of voice services across the communications infrastructure, with flexible IP and TDM Trunking options for on site PBXs. MaxxConnect is delivered over virtually any MPLS network, providing the efficiency and economic benefits of network convergence and eliminating the need for local PSTN gateways and costly PRIs.

45 MaxxConnect Value Proposition: For companies looking to reduce the costs of telephony through the deployment of SIP trunking services, West IP Communications offers a fully managed solution with broad geographic coverage and support for a wide range of network carriers and PBX systems. MaxxConnect enables a single solution backed with industry leading business continuity tools, advanced call routing capabilities and expert support that ensures a company reaps the full benefits of IP trunking. Customer Characteristics: Multiple office locations geographically dispersed Heterogeneous TDM/IP PBX environment Needs call center functionality Separate voice/data networks Experienced a voice service outage that impacted business and are looking for highly resilient solution Over buying PRI services Experiencing PRI overflow in heavy calling periods Need sophisticated call routing tools to handle out of hours and/or over flow calls Thin IT staff that lacks 24x7 helpdesk Multiple carrier bills that are difficult to reconcile Want to explore IP Voice convergence on MPLS Looking to reduce the overall costs of enterprise telephony services Looking to minimize capital outlay in migration to IP PBX Intuitive web portal for creation of Disaster Recovery Plans

46 Why West IP Communications? Fully managed solution that removes the burden of managing enterprise wide voice services. Unlimited scale of users and calling capacity, along with trunk pooling across the enterprise, eliminates over buying and ensuring that every call is connected, every time no more busy signals as a result of too few trunks. Carrier grade services, delivered from the cloud, utilizing an advanced service delivery architecture that provides full ACD functionality and centralized call recording capabilities. Industry leading Disaster Recovery and Survivability tools that provide continuity of service regardless of the nature of the outage, from local carrier circuits, to LAN issues, to routine system maintenance and upgrade. Wide geographic coverage with over 8,000 local rate centers across the US with unlimited local and on net (4 6 digit) calling. Flexible service options that allow the solution to be customized to client s unique requirements. Powerful web based tools for IT managers to monitor and report on enterprise wide calling activity, enabling effective expense/charge management one vendor, one bill to manage. Reduces monthly telecom and WAN infrastructure costs eliminate local teleco lines, LD carriers, ISPs, maintenance costs, upgrade costs and MAC charges. Outstanding support. The West IP Communications NOC is staffed 24x7x365 with Cisco Certified engineers providing end to end support for all trunking services. Key Qualifiers: Voice contracts must be near or at end of term Have existing MPLS infrastructure they want to utilize for delivering SIP trunking Want to preserve existing TDM PBX infrastructure Have IP PBX infrastructure that lacks resiliency Have experienced service outages that have measurable business impact Have requirements for call management tools that enable inbound calls to be routed according to geography, time of day, holiday schedules or in the event of outages To view West IP Communications product collateral please visit

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48 ControlMaxx Contact Center Solutions Flexible, nimble, dynamic these are not words you would normally associate with enterprise contact center solutions. An enterprise needs a contact center solution that provides the tools necessary to maximize efficiency, increase productivity and ensure outstanding customer service in dynamic business environments. Change is constant and inevitable. Competition is fierce. Every customer interaction counts.

49 Call Center Management Tools Agent Desktop Client

50 ControlMaxx Solutions Value Proposition: ControlMaxx delivers a powerful set of tools that put your customers in total control of call routing across the company with sophisticated contact center functionality to ensure that incoming callers reach the resources best able to meet their requirements. World class companies must be agile enough to adapt quickly to changing business conditions, handling unpredictable or seasonal call volumes, meeting and exceeding customer service expectations and adhering to corporate governance policies. Traditional telephony and on premise contact center offerings just don t deliver the agility and real time control that customers need to stay ahead of the pack. ControlMaxx is different cloud based, with unlimited scale of users and call handling capacity providing administrators and agents the tools they need to ensure excellence in customer service. Customer Characteristics: Contact centers with agents Geographically dispersed agents Desire to incorporate work from home or remote agents into centralized call queues Enterprises wanting a powerful call traffic management tool Customers seeking enterprise level features, without the enterprise class price tag Why West IP Communications? A full range of customer manageable contact center features, including: Call Director Call Queuing Call Recording Call Monitoring Call Reporting Agent Desktop Clients Drive quality and productivity with call routing that controls call flows across distributed centers and agents, ensuring callers reach the resources best able to serve them. Stay nimble with real time queue management which lets you add or remove users from queues as call flow dictates to accommodate high traffic periods or busy seasons. Invest wisely by using the cloud to reduce or eliminate the need to purchase, upgrade and maintain complex on premise systems. Ensure business continuity with a powerful set of disaster recovery features during times of critical need, allowing for on the fly changes. Integrate business processes by using incoming call and caller provided data for intelligent call routing and integration. Key Qualifiers: Customers looking for a new or enhanced contact center infrastructure Looking for a managed, cloud based solution Willing to see a demo of ControlMaxx