Siemens Enterprise Communications Delivering UC Solutions UC Summit David Leach Unified Communications Consultant Siemens Enterprise Communications 1 2012 Siemens Enterprise Communications, Inc.
Business Issues to Address Lack effective communications evolution strategy Collaboration initiatives Mobility / remote work initiatives Need for faster business responsiveness Work anywhere, any device. Any chance? Driving interop between comms networks and business apps Cost containment mobile, conferencing, travel, MAC Perceived complexity of UCC Evolving from multi-vendor voice infrastructure to a bright future Outdated technology, lack of capital How do I drive monetizable value with my customers 2 June-12
Today s Communications Challenges Business success frequently comes down to one common question: How do we get better performance out of existing assets? We can help 3
Common Drivers Found for Unified Communications IT Expense Reduction Data Center Model reduces Admin. costs Minimize 3 rd party conferencing services Closer inspection of on-going expenses Work with the existing IT and telephony infrastructure Maximize value of VoIP networks Improve Operational Efficiency Facilitates Shared Services Strategy Maximize resilience; better than redundant Adapt deployment to fit schedule and Reduce business travel and communications costs while traveling Centralize Management and Admin Improve Corporate Efficiency Improve Responsiveness 4 Connect to Colleagues in real-time, on the first try Click-to-call/conference from your existing applications and accelerate decision making Reduce latency in processes Leverage Alternate media (e.g. Social media) for customer services as well as employees Be reached via one published number, regardless of your location or device Reduce duplication, waste and rework in communications-intensive activities Communications and collaboration approach mirrors target customers and new employees Tele-work, office sharing, at-home teams
OpenScape Vision The social mobile communications cloud OpenScape cloud solutions OpenScape UC Server Open SOA Enterprise applications Premise deployment Hybrid deployment Cloud deployment Cloud services Consistent user experience Enterasys integrated wired and wireless network 5
Siemens Enterprise Communications Delivering UC Foundation Architecture 6 2011 Siemens Enterprise Communications, Inc.
Data Center Solution Data Center Applications Unified Management Domain All users access same features and applications IP Mobility and One-Number Service IBM x3550 7
Data Center Solution Data Center Applications Geographic Unified Management Node Separation Domain All users access same features and applications IP Mobility and One-Number Service Survivable Gateway Voice Network 8
OpenScape Unified Communications Architecture OpenScale Integration Services Multimedia Messaging Conferencing Voice Unified Communications Applications Software QoS Management Session Detail Reporting SIP Session Control Availability Management Admin. & Licensing Aggregated Presence 9 Hardware June-12 OpenScape Unified Communications Server 2012 2011 Siemens Enterprise Communications, Inc..
Voice Email Video Conferencing Mobility Messaging IM Call Center UC Application OpenScape Unified Communications Architecture OpenScale OpenScale Integration Integration Services Services Other Business Apps Microsoft Ecosystem Security IBM Ecosystem 10 Unified Unified Communications Applications Applications Software Software Hardware Hardware June-12 Sessi Availa Aggre on bility gated Session Detail SIP Availability QoS Manag Admi Aggreg Prese Detail Management Reporting Repor Sess Mana ement n. & ated nce SIP ting Session ion Admin. & geme Lice Presen Control Licensing Cont nt nsince OpenScape rol Unified g QoS Management Communications Server 2012 2011 Siemens Enterprise Communications, Inc..
OpenScape Contact Center Private cloud Messaging OpenScape Contact Center Agile/Enterprise Multi-Channel Inbound First-contact resolution skills-based routing and reporting OpenScape UC Server Voice Video Contact Center UC Collaboration OpenScape Contact Center Voice Portal Self-service automation High value segmentation Reduce agent-assist handling OpenScape Contact Center Campaign Director Predictive Outbound Dialing Campaign Management Proactive Contact Workforce Optimization Solutions Call recording Quality monitoring Workforce Management OpenScape Contact Center Social Media Solutions Social Media Listening Twitter integration Facebook integration Mobility OpenScape Contact Center Customer Collaboration Solutions Screen Sharing Remote Support Web Collaboration 12
SIEMENS SIEMENS OpenScape Exchange An Adaptable Approach to UC, not a transition to single vendor environment Data Center Multi-facet Management Centralized UC Services: Video Conferencing UC App Unified Messaging CEBP Business Applications OpenScape UC Server 2011 HiPath 4000 Session Border Controller Home and Mobile Workers SIP Trunking Service WAN Site A Brand A Site B Brand B Site C Contact Center OpenBranch SIP SIP Brand C SIP Gateway OpenBranch Gateway Reuse Cisco Phones Migrate Licenses & Reuse Phones Local PSTN Access Local PSTN Access PSTN Local PSTN Access 13
Common Management Platform Scenario: Big and complex deployments Billing Directories Service Mgmt Umbrella Management Provisioning Common IT Apps Northbound interfaces OpenScape Identity Lifecycle Assistant ILA Self-Service Portals SPML interfaces for resource management Element Manager UI s SPML CMP5 Southbound Resource Management Open SOA Services Profiles Profiles Profiles Profiles Profiles Profiles Profiles Profiles RG8700 Assistant OS Branch Assistant OS UC Assistant OS Voice Assistant Xpressions DLS H4000 Assistant EM 3rd Party Products 14
Siemens Enterprise Communications Collaboration 15 2011 Siemens Enterprise Communications, Inc.
OpenScape UC Functionality Overview Directory search any LDAP Availability, by media, of each contact How to manage your presence state 16 General presence status of each contact Selecting your preferred phone from as many choices or situations as you need
OpenScape Mobile Client For Those Who Don t Sit Still OpenScape Complete Access Mobile to UC UC client & Collaboration Set preferred device Set own presence status One Number Service See Contact List with presence and aggregated media status Presence Set own location, timezone, free-form note Query location, time zone and free-form note from each contact Preferred Devices Call/conference to single/multiple contact(s) Synchronized Contact See workgroup list Lists Make call to workgroup Device handover Conferencing Initiate / join conference Call Routing See conference status Activate pre-configured rules See missed calls Call numbers in call history Local contact list search, sort and grouping 17
Handling Social Media as a New Customer Interaction Channel 4 Careful - lights are out in the campus parking lot? Contact center managers use existing routing and reporting tools to manage the center 1 Customer sends a tweet into the twittersphere 2 Tweet detected by OpenScape Contact Center and routed to the best available agent Agent responds via twitter using their social media agent desktop 3 18
OpenScape Fusion SDK Some Examples of What You Can Do Social Media Integrations Contact Center with Embedded UC Connect with people faster and easier Improve response time & proactive support Call me... Powerful Phone Applications Communications Embedded Processes Improve workflow and collaboration Deliver better service & automate communication 19
OpenScape UC Integration Services & Solutions Typical Business Portal Integration Scenarios 20
Siemens Enterprise Communications Deployment Options 21 2012 Siemens Enterprise Communications, Inc.
Deployment Options - Differentiators OpenScape Exchange Insurance Carrier, multiple platforms and generations Hosted Manufacturing Company Housed Automotive Company Disaster Recovery Financial Institution Cloud Computing Private Clouds Subscription Pricing Seasonal Businesses Virtualization 15% of new opportunities Managed Services Health Care and other industries 22
Siemens Enterprise Communications Business Case 24 2012 Siemens Enterprise Communications, Inc.
Key Assumptions of Savings Topic Assumptions Gross Savings (Full Deployment) Voice Support Staff (On-Site Physical MAC, Administration) Audio Conferencing Maintenance & Service Contract Fees Mobility spend of home workers Centralized and IP based infrastructure will reduce current PBX support staff as rollout of OpenScape UC platform covers each BU Over time, we assume that ~12 FTE currently in BUs will be reduced to effectively 3 FTEs (to support perhaps some BU specific legacy infrastructure that remains after full UC deployment after 3 year deployment) This cost will be replaced by centralized system admin, program management and help desk costs related to the UC platform (and billed back to BUs in a utility model) OpenScape UC includes a built in, rich self-managed audio conferencing solution that will eliminate most of the bills to external providers We estimate ~20% of current spend will not go away (customer needs, external 800 number, individuals who insist on having external bridge etc) Cost of deploying and managing UC based conferencing as well as bandwidth included in net savings. Elimination of current maintenance & service contract fees as legacy PBX migrate to new OpenScape solution Maintenance costs for new solution will be taken into account as new costs 40% reduction in mobile minutes usage (savings for pooled plan or moving to lower plan) Excludes data plan when estimating savings (~40$/month/user) 35% 25% 20% 8% Trunking via SIP Trunking 20% improvement by using SIP trunking 4% Domestic Call Reduction All intra-company calls routed on IP network (estimated by BUs at ~60%) 4% Data Center, Power & Support 30 % savings for facilities, power, revision level management based on past experience 4% 25
Siemens Enterprise Communications Thank You! 27 2011 Siemens Enterprise Communications, Inc.