4net Technologies Cloud Services V1.00-1115
4net Cloud Services 4net s Cloud Service successfully combines the most advanced technologies with the latest services and applications to create a network, which has no boundaries or limitations. The 4net Cloud allows organisations to mitigate the risk and complexity of migrating services at a pace that suits them in a structure that suits you. We offer organisations a timed roadmap which allows you to migrate to the cloud at your pace, offering hybrid deployments if you are not comfortable having all your services in the cloud. The 4net Cloud allows organisations to leverage our network to deliver services, which: Provide highly available and resilient infrastructure Facilitate Cloud or hybrid deployments Capital, operational, mixed and leased cost models Facilitates disaster recovery Carrier agnostic Reduction in cost due to core services and interconnects Allows organisations to focus on their core business innovate not stagnate Migrates services to the cloud as and when required a roadmap to suit your organisation s individual needs Services tailored to your business needs not ours 2 3
4net Avaya Cloud Services Transforming your organisation s communications What is the difference between the traditional methods of delivering Avaya solutions compared to 4net Avaya Cloud Services? Challenges Many businesses and organisations want to explore the potential of hosting their communications in the cloud but have concerns about reliability, resilience, restricted functionality and the TCO (Total Cost of Ownership). 4net Technologies, has been delivering private cloud services for a number of years and have now developed new services that can be tailored for individual customer needs to address the challenges facing businesses today. 4net s Avaya Cloud Services As Avaya s Partner of the Year, 4net Technologies has created a suite of Communications as a Service (CaaS) cloud offerings, which will help to address some of today s business drivers: People and systems efficiency Scalability to manage change, growth and baquisitions Increasing user demands Flexibility to enter new markets and regions 4net has been working with Avaya to take their market leading technology and deliver it as 4net Avaya Cloud Solutions. This approach harnesses the power of Avaya Aura Contact Centre (CC) and Unified Communications (UC) and/or IP Office CC and UC propositions, and delivers it as a true cloud utility service. The solution provides best of breed security and resilience combined with outstanding reliability backed by our award winning service and support and powered by BT Wholesale. Available as a service Additional elements can be turned on and off as required Based on profile consumption What are the key benefits of 4net s Avaya Cloud Solutions? Utility based pricing model, built on an average high water mark model, which totals your actual concurrent usage and allows this to be mapped to your business needs Key communications challenges: SIGNIFICANT TCO SAVINGS SUPPORTS HYBRID MODELS ACCESS TO A WEALTH OF FEATURES ACCESS TO THE LATEST CAPABILITIES Budget constraints Limited human resources Limited flexibility to respond to users requirements Unpredictable growth Legacy infrastructure High and unpredictable costs associated with upgrades or maintenance A true cloud utility model Opex based Best of breed security & resilience Our solution provides typical savings of 20% over PRIVATE 3 years, CLOUD and 5% to 10% over 5 years compared with a traditional on-premise, capex based Avaya Aura solution. You may want to continue using your on-premise solution to maximise your ROI, whilst benefiting from the enhanced features and capabilities delivered from the cloud. Our solution will support hybrid implementation, facilitating their progressive migration to the cloud. HYBRID CLOUD You can access the full suite of Avaya Aura CC and UC PUBLIC features. CLOUD You can avoid the pain and cost of upgrades, confident in the knowledge that you will always be up to date with the latest features and functionality. Tailored to your needs A great customer service A high quality service Furthermore, you don t need expensive internal resources to run the infrastructure, so your IT personnel can focus on core business issues and transformation. Our versatile solution enables you to adapt easily to changing needs by flexing your resources up and down and paying accordingly. This means that you can respond quickly to unexpected peaks and changing market demands and seasonal fluctuations. In fact, the cloud can completely transform your business. 4net s Service Management solution, 4net ESP proactively manages your cloud environment. A hosted, pay per user service delivered through our web portal, 4net ESP can help you to improve business performance and service by delivering proactive support and helping to increase performance and save money across your UC and CC estate. 4 5
4net s Avaya Cloud services have been created to support: Option 1: Enterprise Grade Service 4net s Avaya Cloud Service utilising the market leading Avaya Aura platform, is an enterprise-grade service, which has been specifically designed for mid-market, enterprise and government customers, offering a wide range of benefits. Our cloud services mean that you can use all of the Avaya Aura Contact Centre and Unified Communications capabilities, delivered over a high speed, high quality, managed Ethernet network. Organisations of all sizes will be able to access features and services that are normally only available to large enterprises transforming your communications and preparing your business for future growth at lower risk. 4net s Avaya Cloud Services mean that you can access the full sophistication of Avaya s Aura solutions Contact Centres Explore skills-based routing (ACD), CTI integration to third party applications, multi-channel interaction management (i.e. web chat, email), outbound calling, self-service (IVR), call recording, MIS and WFM (Workforce Management). Unified Communications Enjoy features such as IP telephony, voicemail, mobility, home working, MS Skype for Business integration, point-to-point video and MeetMe conferencing. We also provide support for hybrid models, in which part of your business is supported from an on-premise system and part from the cloud. This gives you a more cost-effective and progressive migration to the cloud; and an overflow model for peak demand or seasonal variations in call volumes. Finally, our solution enables you to keep up to date with the latest Avaya applications and features. Contact centre flexibility utilising the average high water mark pricing model IMPRESSIVE SAVINGS Our solution allows you to benefit from a greatly reduced TCO: a typical saving of 20% over three years and 5% to 10% over five years compared with a traditional on-premise capex based solution or a private cloud offering. A FUTURE-PROOFED, TAILOR MADE SERVICE Our service is tailored to meet your specific UC and CC needs. It gives you access to instant upgrades of the latest enterprise grade customer experience solutions and collaboration tools. Typical Contact Centre Profile A peak concurrent usage model would charge for 110 agents The ACS AHWM model charges for 71 agents Delivers incremental savings of circa 35% A MANAGED MIGRATION 4net Avaya Cloud Services support hybrid implementation, so you can keep your on-premise solution and migrate your contact centre to a cloud deployment. FLEXIBILITY Increase and decrease users, add and remove applications, upgrades, maintenance windows etc. Burst Scenario A peak concurrent usage model would charge for 110 agents The ACS AHWM model charges for 71 agents Delivers incremental savings of circa 35% 6 7
Option 2: Mid Market Cloud Services What s included? 4net Avaya Cloud Services for mid market is delivered by harnessing the powers of the market leading Avaya IP Office hosted via 4net s own highly secure data centres, and connected via your own network or via 4net s network powered by BT Wholesale. Multi-Instance architecture TELEPHONY USER UC USER CONTACT CENTRE 4net Hosted IP Office follows a Multi-instance architecture, which means each customer gets its own specific instance of IP Office. The multi-instance architecture of the IP Office solution offers advantages such as: Better fault tolerance Reduced risk of failure Better customisation Including integration into CRM and Back Office applications etc. Scale/Performance Can be managed at an instance level This bundle includes all standard telephony features, plus: Voicemail Call Recording Hot Desking Mobile Twinning Conferencing Includes all the functionality of Telephony User, with the addition of: Advanced Mobile Application Voicemail to Email Softphone (Communicator) Video Calling Instant Messaging & Presence 4net IPO Contact Centre provides the full range of contact centre functionality, from: Skills based routing of voice calls Integrated multi-channel customer contact solutions Voice E-mail SFDC Plug in Web chat Outlook Plug-in Self Service (IVR) Improved security Partitioned customer data (directories, voice messages, instant messages, dial plans etc.) Industry standard resiliency, Offered via VMWare tools Hybrid designs Supports increased resiliency and local on-site services Lync Plug-in CRM integration Real-time & historical reporting All these licences include SIP trunk PSTN connectivity*, maintenance and technical support and software upgrades which ensures that the platform is always up to date. *Calls to be billed separately, though preferential On-Net rates apply. Flexibility in terms of upgrades, maintenance windows, SLA s Can be enforced at each instance i.e. each customer level Billing You will receive a single monthly bill for monthly licence usage, network connectivity and calls. 8 9
Hosted IP Office 9.0.3 over Private Network Reference Architecture Diagram Cloud Telephony & UC 4net redudant data centres SIP trunk IP Office SE Primary Server & Applications IP Office SE Primary Server & Applications SCN connection H.323/ SIP regular IP Office endpoint H.323/ SIP Remote-worker Our cloud telephony and unified communications solutions are built around one key component you, our customer. Virtualized Instance A Firewall /NAT Virtualized Instance B Connection to PSTN 4net will work with you to understand your business challenges and build a solution that will help you connect your organisation across voice, video and data to build a bespoke solution that will deliver a cost effective, long term strategy for growth. INTERNET Customer A Private Network Customer B Private Network (e.g. MPLS, or P2P links)** By migrating your telephony and UC to the cloud you will be able to: Remote-workers (from e.g. home/hotel) clients, One-X Portal Move from a CAPEX to an OPEX model on a pay per user basis Retain your existing IT investment through integration Customer A Router Customer B Site 1 Router Customer B Site 2 IP500V2 Expansion Router Work smarter and more collaboratively with your distributed teams Scale up or down as your business needs change Any supported IP endpoints, One-X Portal, SoftConsole Any supported IP endpoints, One-X Portal, SoftConsole H.323 & SIP endpoints at customer sites deployed as in regular premise-based IP Office Server Edition deployments Analogue, Digital Any supported IP endpoints, One-X Portal, SoftConsole Reduce conferencing and infrastructure costs Deliver a truly global solution MPLS or private network facilitates a flat IP address space, avoiding NAT from customer sites, and can provide better security, quality and reliability than connections over the Internet. **4net provided and managed private network or interconnected into existing customer private network. 10 11
Cloud Contact Centre Cloud VC & Conferencing Our cloud telephony and unified communications solutions are built around one key component you, our customer. 4net will work with you to understand your business challenges and build a solution that will help you connect your organisation across voice, video and data to build a bespoke solution that will deliver a cost effective, long term strategy for growth. More and more businesses are migrating their fixed desk office based contact centres to virtual contact centres built in the cloud. This means that agents are available on demand as part of a pay as you go service that provides flexibility with minimal up front investment. Migrating your contact centre to the cloud means that you only have to pay for the services you need, when you need them, allowing you to adjust for seasonal spikes without unnecessary investment. Other benefits include improved speed of delivery, the ability to adopt and trial solutions and applications without the need to invest in new infrastructure enabling organisations to scale quickly as needs dictate. Our cloud based contact centre solutions provide you email, web chat, co-browsing, voice and call back, and you can include each whenever you need it. They can be designed to support your agents with the expertise of knowledge workers anywhere in your Enterprise, helping you deliver an improved customer experience. Cloud Conferencing Cloud based services make video easily accessible to anyone, anywhere whether they are using video at their desktop, in a conference room or over a mobile device. Cloud services make video simple for every employee, customer or stakeholder to use. Cloud services transform video and unified communications solutions, from boardroom tools to a means for a distributed enterprise (including SME s) to seamlessly link employees, partners and customers no matter where they are based across the globe. 4net s Cloud Video is a cost-effective, hosted conferencing service that extends videoconferencing beyond the boardroom. It enables high-productivity, multi-location group meetings with High Definition voice and video conferencing and content sharing. There are no installation costs, no complex licensing fees, no compromise on features and functionality, and as a leading UK voice & video integrator 4net centrally manage everything. Designed to meet the demands of high performance videoconferencing with only a standard PC or mobile device and Internet connection, 4net Cloud Video is powerful enough to connect any device, anywhere in the world, with a simple monthly managed service. Our integrated suite of multimedia applications and communication tools can seamlessly enable a higher level of real-time collaboration and interaction between your contact centre agents and the knowledge workers in your Enterprise. More and more businesses are migrating their fixed desk office based contact centres to virtual contact centres built in the cloud. This means that agents are available on demand as part of a pay as you go service that provides flexibility with minimal up front investment. Migrating your contact centre to the cloud means that you only have to pay for the services you need, when you need them, allowing you to adjust for seasonal spikes without unnecessary investment. Other benefits include improved speed of delivery, the ability to adopt and trial solutions and applications without the need to invest in new infrastructure enabling organisations to scale quickly as needs dictate. Our cloud based contact centre solutions provide you email, web chat, co-browsing, voice and call back, and you can include each whenever you need it. They can be designed to support your agents with the expertise of knowledge workers anywhere in your Enterprise, helping you deliver an improved customer experience. Our integrated suite of multimedia applications and communication tools can seamlessly enable a higher level of real-time collaboration and interaction between your contact centre agents and the knowledge workers in your Enterprise. 12 13
Cloud Infrastructure 4net s Cloud Solutions are hosted in our data centre facilities running industry-leading security and environmental systems to ensure that your communications systems and data are safe, secure and always available, increasing efficiencies and enabling our customers to reach environmental-impact reduction targets where required. 4net s data centres are ISO27001 Information and Security Management Standards accredited and are able to provide Tier 2 and Tier 3 data centre facilities. 4net operate data centres in Manchester and London redundantly connected via diverse routes, providing platform redundancy for both our private and public cloud customers. Data Centre Totally flexible, 4net s capability is defined by the individual requirements of each customer, making it a truly bespoke solution. The network has been built to deliver all service requirements. Data centres are connected directly into the core of most major carriers including BT, Virgin Media, Talk Talk Business, KCOM and Cable & Wireless networks. Centred around our highly resilient data centre network core, which has ISO 9001 and 27001 accreditation, our data centres are located across the UK and Europe. Significant investment has been made to incorporate the latest networking innovations and our network and services are continuously monitored 24x7x 365, to deliver you leading edge performance. Virtualisation Virtualisation technology increases efficiency in your Data Centre allowing them to run multiple operating systems and applications. Workloads get deployed faster, performance and availability increases and operations become automated, resulting in IT that s simpler to manage and less costly to own and operate. Virtualisation is the single most effective way to reduce IT expenses while boosting efficiency and agility not just for large enterprises, but for small and midsize businesses too. Consolidate hardware to get vastly higher productivity from fewer servers. Save 50 percent or more on overall IT costs. Speed up and simplify IT management, maintenance, and the deployment of new applications. 14 15
4net s powerful combination of service excellence and technical expertise makes us the partner of choice for organisations who want to transform the way they communicate with customers, staff and stakeholders, reduce costs and gain competitive advantage. Our contact centre, unified communications, managed and cloud services are designed to address today s complex business challenges, helping you to respond to your customer and staff requirements. From simple IP Telephony Solutions to Virtual Contact Centres, from Unified Communications to Cloud Services, we partner with best in class vendors such as Avaya, Microsoft and Enghouse to deliver a solutions portfolio that will address today s changing workplace and build tomorrow s future, making 4net the preferred communications partner for many businesses across the UK and the Globe. 4net Technologies Ltd, 3 Scholar Green Road, Cobra Court, Manchester M32 0TR 0333 323 0700 www.4net-technologies.com