718 creating overlay centers of excellence

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(718) – Creating Overlay Centers of Excellence Chris Collins VP of Telecom & Programs Mission Critical Solutions

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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

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Page 1: 718   creating overlay centers of excellence

(718) – Creating Overlay Centers of Excellence

Chris Collins

VP of Telecom & Programs

Mission Critical Solutions

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Why am I qualified to be here??• 15 Years with AT&T GBS/LBS/GBCS & Lucent Technologies

• AAE, AE, Aftermarket AE, Staff, Sales Mgr, Marketing Manager, 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, Enterprise

Edition, Software Support, Support Advantage• AT&T – Lucent – Avaya – Nortel- NEC - Cisco

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DISCLAIMER• None of the material in this presentation is

PROBABLY original to me…PROBABLY.• I do see and use GREAT IDEAS from other

people/institutions/presenters (Avaya, Gartner, Yankee, @zkerravala, etc..)

• If I have, without proper credit, used someone else’s idea/concept/position…it’s a form of flattery…not blatant PLAGARISM

• Where possible, I have cited sources or reports

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New Communications Challenges

• Traditional communications systems are highly siloed, closed systems deployed on a location-by-location basis

• They cannot scale for today’s increasingly mobile-remote work force

• They do not support the new methods of communication used by clients

• To support the needs of the work force and clients a new architecture is required

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Living with the Past

• In the past, organizations deployed various communications tools to help people communicate better– Telephony systems, conferencing, collaboration tools,

e-mail, others• Without linkage, these tools created

manageability and interconnectivity challenges for workers and IT Departments which limited the productivity of the tools, workers, and employees

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New Communication Architecture

• To support today’s business challenges, a new communications architecture is required– Standards based to allow for multivendor

interoperability and long-term scalability– Loosely coupled and designed as a set of application

objects– Three-Tier architecture which decouples users and

their devices from systems and applications– Centralized to distribute functionality from the

corporate data center over the company network

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Enabling the Anywhere Enterprise• To achieve full potential, organizations, workers,

and clients need to communicate and collaborate better

• The ability of the extended the enterprise to communicate and collaborate with its constituents in real time is the basis for increased customer satisfaction and significant competitive advantages

• The inefficiencies created from multiple communications tools are a significant challenge for workers trying to collaborate better

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A new SIP architecture….AURA™

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…but what if you can’t change the ENTIRE Enterprise????

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10

• Communication Manager– Standard– Enterprise

• Communication Manager Utility Services

• Communication Manager Messaging

• Session Manager• System Manager• Presence Services• Application Enablement

Services

Avaya Aura Solutions for Midsize EnterpriseApplications include:

Single path install, fast, less

costly

Utility server including Enterprise Directory

Server

Secure remote monitoring (SAL)

Avaya Aura® Solution for Midsize Enterprise

System Platform virtualization

Target 200 to 1000 users,

10’s of locations

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UC is Collaboration• Unified Communications is the convergence of all

forms of audio, video, Web, Desktop and Mobile communications

• UC utilizes the Enterprise’s IP network to break down time, distance, and media barriers

• UC enables people to communicate anywhere, any time, over any device

• UC enables the Enterprise to support their client’s preferred method of communication

• UC….enables the creation of Silos of Excellence

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Avaya one-X® Communicator 6.1 Layout and Controls

MessageWaiting Indicator

MessageWaiting Indicator

Inbox Dashboard- Messages- Calls- Contacts

Inbox Dashboard- Messages- Calls- Contacts

Window Controls- Help- Contextual Menu- Minimize Tool Bar- Close - System Tray

Window Controls- Help- Contextual Menu- Minimize Tool Bar- Close - System Tray

User Status- Available- Busy- Unavailable- Out of office- Offline(automatic or user selected)

User Status- Available- Busy- Unavailable- Out of office- Offline(automatic or user selected)

Action Bar- Search- Dial- Redial- Dial Pad- Conference Bridge

Action Bar- Search- Dial- Redial- Dial Pad- Conference Bridge

Channels / Quick Settings- Voice- Email- Instant Messaging- Video- Audio Devices

Channels / Quick Settings- Voice- Email- Instant Messaging- Video- Audio Devices

User definedPresenceUser definedPresence

SystemMessage AreaSystemMessage Area

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UC lowers costs

• Unified Communications is one of the few technology initiatives which can lower overall IT costs while improving 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

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Avaya one-X® CommunicatorSelectable Usage Modes for Audio Path

Maintain enterprise identify for all inbound/outbound calls

Other Phone

Office/Home Officewith Avaya Deskphone

Desk PhoneComputer

Remote Locationwith any phone

Any Locationwithout phone

Audi

o

Call

Cont

rol

Audi

o / V

oIP

Call

Cont

rol

Audi

o

Call

Cont

rol

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Removing autonomy and silos

• Traditional PBX systems met the business challenges when workers tended to be in fewer larger location, but don’t meet the needs of a growing mobile work force and client base

• Traditional voice services require a PBX at each location, with decision making authority locally based– No corporate standards, limited interoperability, multiple maintenance

vendors• Feature and user experiences vary on a site-by-site bases, as will

customer experiences• Workers and customers in smaller remote locations typically

experience significant lags in technology due to budgets and access to updated systems

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Deployment Challenges (cont.)

• Using architecture made for traditional systems means each site requires new hardware

• Upgrading the silos means each site has its own upgrade path and different tools

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Mimic the Service Providers

• A centralized architecture is the equivalent of what large Service Providers (Qwest, AT&T, etc) have used for IP multimedia subsystems for years

• It allows for the roll out of new services to millions of global subscribers

• Enterprises must become service providers and leverage similar principles and ideas to serve the needs of employees and customers

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A new architecture

• Connections are centralized, not site to site. Data flows through the core, through a centrally managed infrastructure

• A centralized infrastructure is truly manageable, a key success factor when adopting and deploying communications-enabled business processes

• Ultimately, this new architecture reduces costs and improves employee and customer satisfaction

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Cost Savings

• Corporate on-net calling – using the infrastructure of the WAN, IP based office to office calls ride on the network eliminating long distance calls between corporate offices

• Least cost routing – using the infrastructure of the WAN to route calls domestically and internationally to local trunks

• Reduction in Trunk Lines – more calls on the WAN mean less local and long distance trunks are required to call the same call volume

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Cost Savings• Integrating to Legacy Systems – SIP and

inexpensive gateway devices allow the integration of legacy traditional architecture systems to the new UC infrastructure

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Employee Productivity• A UC architecture, based on service-oriented goals allows for

faster end-user communications, mobility, and collaboration applications

• A UC architecture permits applications to be deployed to business users over ANY device and platform, regardless of where the worker is located.

• Video at the desktop enables real-time connections. SIP interoperability allows for the inclusion of presence, voice, IM, video, and perhaps Social Media to provide a seamless end-user experience across desktop or mobile devices

• Video endpoints can be desktop phones, mobile phones, PC softclients

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Employee Productivity

• Centralized architecture eliminates case-by-case deployments where services are not consistent or accessible the same way at all locations.

• Centralized architecture ensures services are delivered the same way at all locations allowing for consistency, measurability, and redundancy

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Foundation for Futures

• Scalable – A centralized UC architecture provides a scalable foundation for the deployment of “what next”

• Multivendor Integration – SIP gateway devices seamlessly integrate silos to the new UC architecture, turning traditional PBX systems into analog gateways, preserving investment

• Faster – A centralized UC architecture allows for deployments to occur from a single location, instead of from EVERY location

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Foundation for Futures• Endpoint agnostic – A centralized UC architecture opens

the door for many types of endpoints, innovative endpoints, and not currently available endpoints

• Rapid Response – A centralized UC architecture has a foundation in speed and is less complex, rapid response to issues or technology changes is fundamental in the design

• Improved Client Service – UC empowers people and organizations to better serve their clients. A centralized UC architecture provides richer integration between client-facing locations and the people and resources to serve them.

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Summary

• Unified Communications is a philosophy, not a particular product. It is a platform from which an organization can improve employee and client satisfaction

• A centralized architecture provides the integration of an organizations communications tools with its processes to improve client satisfaction and reduce costs

• A centralized UC architecture enables wholesale organizational change without the need for wholesale replacement of past investment

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Summary

• A centralized UC architecture enables an organization to create and link communications enables processes, designed to improve client satisfaction, with the centers of excellence that exist within the organization