718 creating overlay centers of excellence

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Chris Collins, presented this presentation at IAUG Global Education Conference in Boston last month. Visit our website to request more information on Creating Overlay Centers of Excellence: http://bit.ly/L60P2C


  • 1. (718) Creating Overlay Centers ofExcellence Chris CollinsVP of Telecom & Programs Mission Critical Solutions

2. Why am I qualified to be here?? 15 Years with AT&T GBS/LBS/GBCS & Lucent Technologies AAE, AE, Aftermarket AE, Staff, Sales Mgr, MarketingManager, International Operations, CDMA Cellular Horizon, Dimension, System 25, System 75, System 85, G1,G2, G3, Spirit, EKTS, M206 to Legend, Definity, Definity-One, S8700 with mandatory UPS units 12 Years with Avaya Channel Partners Universal Solutions, Black Box, MCS Definity Call Processing, MultiVantage, CM, EnterpriseEdition, Software Support, Support Advantage AT&T Lucent Avaya Nortel- NEC - Cisco 3. DISCLAIMER None of the material in this presentation isPROBABLY original to mePROBABLY. I do see and use GREAT IDEAS from otherpeople/institutions/presenters (Avaya, Gartner,Yankee, @zkerravala, etc..) If I have, without proper credit, used someone elsesidea/concept/positionits a form of flatterynotblatant PLAGARISM Where possible, I have cited sources or reports 4. New Communications Challenges Traditional communications systems are highlysiloed, closed systems deployed on a location-by-location basis They cannot scale for todays increasingly mobile-remote work force They do not support the new methods ofcommunication used by clients To support the needs of the work force andclients a new architecture is required 5. Living with the Past In the past, organizations deployed variouscommunications tools to help peoplecommunicate better Telephony systems, conferencing, collaborationtools, e-mail, others Without linkage, these tools createdmanageability and interconnectivity challengesfor workers and IT Departments which limited theproductivity of the tools, workers, and employees 6. New Communication Architecture To support todays business challenges, a newcommunications architecture is required Standards based to allow for multivendorinteroperability and long-term scalability Loosely coupled and designed as a set of applicationobjects Three-Tier architecture which decouples users andtheir devices from systems and applications Centralized to distribute functionality from thecorporate data center over the company network 7. Enabling the Anywhere Enterprise To achieve fullpotential, organizations, workers, and clientsneed to communicate and collaborate better The ability of the extended the enterprise tocommunicate and collaborate with itsconstituents in real time is the basis for increasedcustomer satisfaction and significant competitiveadvantages The inefficiencies created from multiplecommunications tools are a significant challengefor workers trying to collaborate better 8. A new SIP architecture.AURA 9. but what if you cant change the ENTIRE Enterprise???? 10. Avaya Aura Solutions for Midsize EnterpriseApplications include: Target 200 to Communication Manager1000 users, 10s of Secure remotemonitoring (SAL) Standard locations Enterprise Communication ManagerUtility Services Communication ManagerMessaging Avaya Aura Solution for Session ManagerMidsize Enterprise System Platform virtualization System Manager Presence ServicesUtility server Application Enablement Single path install, fast, lessincludingEnterpriseServicescostlyDirectoryServer 10 11. UC is Collaboration Unified Communications is the convergence of allforms of audio, video, Web, Desktop and Mobilecommunications UC utilizes the Enterprises IP network to break downtime, distance, and media barriers UC enables people to communicate anywhere, anytime, over any device UC enables the Enterprise to support their clientspreferred method of communication UC.enables the creation of Silos of Excellence 12. Avaya one-X Communicator 6.1 Inbox Dashboard Layout and ControlsWindow Controls- Help - Messages - Contextual Menu - Calls- Minimize Tool Bar - Contacts - Close - System TrayUser definedSystemPresenceMessage Area Message Waiting IndicatorUser Status- Available- Busy- Unavailable- Out of office- OfflineAction BarChannels / Quick Settings(automatic or- Search- Voice user selected)- Dial- Email - Redial- Instant Messaging - Dial Pad- Video - Conference Bridge - Audio Devices 13. UC lowers costs Unified Communications is one of the few technologyinitiatives which can lower overall IT costs whileimproving user productivity and customer satisfaction UC lowers the overall cost of corporate communications UC improves worker productivity through advanced collaboration tools UC creates new communications-enables business processes UC enables clients to receive more personalized interactions 14. Avaya one-X CommunicatorSelectable Usage Modes for Audio Path ComputerDesk Phone Other Phone Audio / VoIPCall ControlCall Control Call Control AudioAudioAny Location Office/Home Office Remote Locationwithout phonewith Avaya Deskphonewith any phoneMaintain enterprise identify for all inbound/outbound calls 15. Removing autonomy and silos Traditional PBX systems met the business challenges when workerstended to be in fewer larger location, but dont meet the needs of agrowing mobile work force and client base Traditional voice services require a PBX at each location, withdecision making authority locally based No corporate standards, limited interoperability, multiple maintenance vendors Feature and user experiences vary on a site-by-site bases, as willcustomer experiences Workers and customers in smaller remote locations typicallyexperience significant lags in technology due to budgets and accessto updated systems 16. Deployment Challenges (cont.) Using architecture made for traditionalsystems means each site requires newhardware Upgrading the silos means each site has itsown upgrade path and different tools 17. Mimic the Service Providers A centralized architecture is the equivalent ofwhat large Service Providers(Qwest, AT&T, etc) have used for IPmultimedia subsystems for years It allows for the roll out of new services tomillions of global subscribers Enterprises must become service providersand leverage similar principles and ideas toserve the needs of employees and customers 18. A new architecture Connections are centralized, not site to site. Dataflows through the core, through a centrallymanaged infrastructure A centralized infrastructure is truly manageable, akey success factor when adopting and deployingcommunications-enabled business processes Ultimately, this new architecture reduces costsand improves employee and customersatisfaction 19. Cost Savings Corporate on-net calling using theinfrastructure of the WAN, IP based office tooffice calls ride on the network eliminating longdistance calls between corporate offices Least cost routing using the infrastructure ofthe WAN to route calls domestically andinternationally to local trunks Reduction in Trunk Lines more calls on the WANmean less local and long distance trunks arerequired to call the same call volume 20. Cost Savings Integrating to Legacy Systems SIP andinexpensive gateway devices allow theintegration of legacy traditional architecturesystems to the new UC infrastructure 21. Employee Productivity A UC architecture, based on service-oriented goals allows forfaster end-user communications, mobility, and collaborationapplications A UC architecture permits applications to be deployed tobusiness users over ANY device and platform, regardless ofwhere the worker is located. Video at the desktop enables real-time connections. SIPinteroperability allows for the inclusion ofpresence, voice, IM, video, and perhaps Social Media toprovide a seamless end-user experience across desktop ormobile devices Video endpoints can be desktop phones, mobile phones, PCsoftclients 22. Employee Productivity Centralized architecture eliminates case-by-case deployments where services are notconsistent or accessible the same way at alllocations. Centralized architecture ensures services aredelivered the same way at all locationsallowing for consistency, measurability, andredundancy 23. Foundation for Futures Scalable A centralized UC architecture providesa scalable foundation for the deployment ofwhat next Multivendor Integration SIP gateway devicesseamlessly integrate silos to the new UCarchitecture, turning traditional PBX systems intoanalog gateways, preserving investment Faster A centralized UC architecture allows fordeployments to occur from a single location,instead of from EVERY location 24. Foundation for Futures Endpoint agnostic A centralized UC architecture opensthe door for many types of endpoints, innovativeendpoints, and not currently available endpoints Rapid Response A centralized UC architecture has afoundation in speed and is less complex, rapid responseto issues or technology changes is fundamental in thedesign Improved Client Service UC empowers people andorganizations to better serve their clients. A centralizedUC architecture provides richer integration betweenclient-facing locations and the people and resources toserve them. 25. Summary Unified Communications is a philosophy, not aparticular product. It is a platform from which anorganization can improve employee and clientsatisfaction A centralized architecture provides the integration ofan organizations communications tools with itsprocesses to improve client satisfaction and reducecosts A centralized UC architecture enables wholesaleorganizational change without the need for wholesalereplacement of past investment 26. Summary A centralized UC architecture enables anorganization to create and linkcommunications enables processes, designedto improve client satisfaction, with thecenters of excellence that exist within theorganization