unified communications service portfolio executive overview v7
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Radian TechnologiesSolutions That Work
Unified Communications Service Portfolio
Frank Tartaglia
Global Service Portfolio
2Client ConfidentialRadian Technologies
Solutions That Work
Client Unified Communications - Innovation for Next Generation Technologies
Unified Communications – Integrating Services & Solutions
Colloboration Teams & Integrated Service
Unified Communications -Vertical Solutions
UC – Integrated Application Solutions
3Client ConfidentialRadian Technologies
Solutions That Work
Executive Summary
Executive Summary
Client – ABC Corporation
Background – Global manufacture of integrated products and services geared towards
multiple industries. The Unified Communications Portfolio provides a suite of
telecommunications and contact center telecommunications solutions
The Client in concert with its global Telecommunications Service Partners shall design and
deliver a fully advocated solution by leveraging Cisco Systems & Avaya based
Telecommunications & Contact Center solutions & services
This comprehensive solution will assist the senior leadership teams to comprehend the
Value Proposition and experience Next Generation – Unified Communications Services
4Client ConfidentialRadian Technologies
Solutions That Work
Client Profile
Successful IT organizations are not necessarily high tech firms, they are however, ‘plugged in’ to provide the necessary information to leverage this information to empower all of its employees.
Unified Communications Perspective
Transform Unified Communications from a Liability to a Strategic Asset
Fix what’s broken - Develop a comprehensive Vision and gain senior LT buy in
Building the Digital Platform – Standardize, Improved Quality, Operational Excellence, Client eased reliability & Reduced OPEX
Now the heavy lifting begins – this will take time and money to accomplish – here is where the buy in comes into play
Unified Communications Services Portfolio
5Client ConfidentialRadian Technologies
Solutions That Work
The Client is currently faced with the need to increasingly improve efficiencies, from an Operational Cost (OpEx) containment and Time-To-Market perspective. Adopting and implementing an Advanced Unified Communications Model:
Corporate Governance: IT Principles – IT requires that LT management specify the firms operating model Enterprise Architecture – Governance, Business Processes & Technology Standards IT Infrastructure – a set of shared IT services available through out the organization Business Needs and Project Deliverables – Comprehensive business case that drives Realistic Expectations IT Investment & Prioritization – Governance & Discipline
Corporate Focus: Lean Enterprise Business & Technology Development Improved Subscriber/ Partner / B2B-B2C Relationships Growth Initiatives & Opportunities
To remain competitive: Client must evolve its Unified Communications Service Delivery Model to Gain Efficiencies Remain Agile to meet Market demands
Improve Client / Partner / C2B Responsiveness
Unified Communications Service Portfolio
Situational Analysis
6Client ConfidentialRadian Technologies
Solutions That Work
Delivering sophisticated technologies and perpetual motion are the order of the day. Maintainingcompetitive service delivery efficiencies, operational cost containment and time-to-market perspective remains achallenge. Cultivating required skills supporting and Advance Communications Service Delivery Model must
encompass:
Leadership — Examines how senior executives guide the organizationStrategic Planning — Examines how the organization sets strategic directions and how it determines key action
plansCustomer & Market Focus — Examines how the organization determines requirements and expectations of customers
and marketsInformation & Analysis — Examines the management, effective use, and analysis of data and information to
support key initiatives
HR Focus —Examines how the organization enables its workforce and how workforce management is aligned with the organization’s objectives.
Process Management —Examines aspects of how key production/delivery and support processes are designed,
managed, and improved
Business Results — Examines the organization’s performance and improvement in its key business areas: Customer Satisfaction Financial and Marketplace Performance Supplier & Partner PerformanceOperational Performance
Unified Communications Service Portfolio
Core Competencies & Human Capital
7Client ConfidentialRadian Technologies
Solutions That Work
Business Pressures
• The Client has expressed a concern with its accelerated growth in relation to its ability to address the rapid pace of change
– The business pressures are effectively managing the expanding growth which encumbers Stakeholders, Subscribers, Partners, and operational concerns that require immediate action
– Retain the philosophy and importance of delivering the Right Service to the Right Audience at the Right Time
– Continuous improvement of its Unified Communications Service Delivery Model
– Aligning Engineering expertise with Stakeholders /Partners/ Subscribers permitting its skilled Professionals to identify appropriate solutions
– Leverage Next Generation Technologies as the underpinning of Unified Communications in order to deliver Operational Excellence, Processes & Methodologies
Unified Communications Service Portfolio
8Client ConfidentialRadian Technologies
Solutions That Work
Objectives and Initiatives
• Deliver the most Cost-effective and Operationally Efficient Networks
• Provide flexibility to meet an expanding business model
• Create an on-demand service & business architecture enabling advanced networking technologies to seamlessly integrate
• Positioned for Future Business Opportunities
• The proposed Unified Communications Portfolio Model accelerates business value by providing flexibility, scalability, and enhanced functionality consistently across the Enterprise
• Integrated Web Portal & Applications that permits global communities to adopt a Self Service Approach
• Market penetration and Time to Market improvements through advanced technological constructs
• Reduce overall operation expenditures through advanced technologies – 15% -25%
Unified Communications Service Portfolio
Radian TechnologiesSolutions That Work
Unified Communications Services
Unified Communications Service Portfolio
10Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications - Enterprise Central will deliver…
Global Reporting and Collaboration
Control and Predictability
Operational Excellence – Life Cycle Management
Global Simplicity
Self-Service Model
Visibility, Analysis and Best Practice Insight
11Client ConfidentialRadian Technologies
Solutions That Work
Client Constructs – Integrating Unified Communications
• End to End Solutions - Achieving Value & Innovation
• A set of Unified Communications service constructs built from the most effective Applications and Engineering capabilities
• Enabled by a suite of proven, the Client tools, techniques, methodologies and capabilities
• Supported by a Global Support Organization & Service Partners
Constructs - Integrates Consulting and Global Delivery Providing Business Transformation
Tools, Techniques, Methods, & Capabilities
Client Focus: An Integrated Approach
12Client ConfidentialRadian Technologies
Solutions That Work
Differentiated by providing Client’s with holistic approach to Unified Communications and a Service Delivery model in terms that lead the market through technological adoption and business process improvements
Leading Strategies and Solutions
Achieve new business growth through technological and business constructs while defending the Service Delivery model through improvements in service delivery
Growth
Achieve an industry standard cost position, efficiency and quality through world class, leveraged, and consistent business & technological practices, standards and service levels
Sustained Cost Competitiveness
Achieve highest levels of technological ‘referenceability’ by setting new standards for those Client & Partners within specific vertical market segments
Partner of Choice
Be recognized as a High Performance – People organization in order to recruit, develop, and retain the most talented Industry Professionals
High Performing People &
Organization
Business Imperatives
Stre
ngt
hen
& D
efen
d t
he
Co
reBusiness Enablement & Strategy Imperatives
Unified Communications
Business Enablement Strategy
13Client ConfidentialRadian Technologies
Solutions That Work
Mobile Tier
Road Warrior
Cisco® CIPC Telephony Solution
Cisco IP Communicator (aka: CIPC or Cisco Soft-Phone) is a mobile desktop application that turns your laptop into a full-featured IP Phone allowing you to place and receive calls from your computer.
Highly-secure plus fully-eClient ypted communications
High Tier
Board room
Customer center
Cisco® CIPC Telephony Solution
Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, delivering a media-rich collaboration experience across business
Unified Communications provides exceptional levels of integrated business functionality and IP converged communications features/functionality
Tier Description
Entry Tier
Personal 7942
Cisco® 7942 Telephone
Easy, single-user, The Cisco Unified IP Phone 7942 is a full-featured enhanced business IP phone that addresses the communication needs of the transaction worker. face-to-face video
Simplified deployment and management – just like any other Cisco IP phone
Mid-tier
7962
Cisco® 7962 Telephone
The Cisco Unified IP Phone 7962 is an enhanced, full-featured manager IP phone that provides six backlit programmable line and feature buttons along with four interactive soft keys to help guide users through various call features and functions
Unified Communications – Product Tiers
14Client ConfidentialRadian Technologies
Solutions That Work
High Tier
Mobility Devices
Motorola Devices - DROID X successfully synchronizes Client email, contacts
and calendar services
DROID X meets EAS security requirements for Pass code/PIN (minimum 6
digit) and Remote Wipe
DROID X is a touch screen only device running Android 2.1 featuring
Motorola’s updated ‘MotoBlur’ UI, which includes the additional security
policy support for Exchange ActiveSync .
High Tier
Mobility Devices
Tablets -
Multiple tablet/slate devices to be released running Android, WebOS,
Windows (Phone 7 OS?) and BlackBerry OS.
iPad expected to remain the dominant tablet computer through 2012.
Figures from iSupply show iPad accounts for 74.1 percent of global tablet
shipments this year.
Tablets still not a full laptop/netbook replacement.
Tier Description
Entry Tier
Personal/CE Model
Traditional Entry Level Mobile / Cell phone
(ATT/Sprint/Verizon/Vodaphone)
Provide SMS texting, Voice Mail, and other programmable line and feature
buttons along with four interactive soft keys to help guide users through
various call features and functions
No major sync issues since MR8 was installed
Mid-tier
Mobility Devices
BlackBerry Devices As Data (Only) Service
Carrier OTA Updates caused Corp BlackBerry users to drop sync to wireless email services (primarily Verizon & Sprint)
No major sync issues since MR8 was installed
Mobility Services – Product Tiers
15Client ConfidentialRadian Technologies
Solutions That Work
Great deal of flexibility & benefit:– Easily share ideas - anyone, anywhere, anytime
– Meets the needs of an increased mobile workforce
– Integrate "the best" apps across the mobile and desktop user communities
– TelePresence two way video integration – future
Dependencies:– SAAS Model
– Video - requires increased network capacity
Collaboration Services Meeting Place & WebEx Integration
16Client ConfidentialRadian Technologies
Solutions That Work
High Tier
Small room
Cisco® TelePresence System 1000
4 seats at the virtual table
General purpose room
5Mbps Bandwidth, High Definition(1080p)
Wideband Audio
Imperceptible Latency
High Tier
Board room
Customer center
Cisco® TelePresence System 3000
12 seats at the virtual table
Purpose-built room
15Mbps Bandwidth, High Definition(1080p)
Spatial Wideband Audio
Imperceptible Latency
Tier Description
Entry Tier
Personal
Easy, single-user, face-to-face video
Productivity savings in time & travel
Simplified deployment and management – just like any other Cisco IP phone
Mid-tier
CTS-500
Cisco® TelePresence System 500
Individual, small room use
Mobile Unit – Can be used in specially configured rooms
5Mbps Bandwidth, High Definition(1080p)
Video Collaboration – Product Tiers
17Client ConfidentialRadian Technologies
Solutions That Work
Enterprise Voice Portfolio
Multi-media Conferencing• Significant Cost Savings
• Increased Functionality and Productivity
• Reservationless meeting
• Simplified Environment
• Supports a wide range of end-user devices
Managed IP Telephony • Enterprise Voice Communications
• Consolidated Dial-plans
• Network Consolidation
• Minimize Toll Expense
• Simplify Network Complexity
• Centralized System Configuration and
Management
• Foundation for new capabilities
Network Voice Applications• Mobile Office Communications
• Unified Communications
• Fax
• IVR Self Service
• Corporate Directory
• Virtual On-net Services
• CDR/ Call Accounting
Telecom Expense
Management• Policy Enforcement
• Call Accounting - TEMS
• Auditing
• Consumption Reporting
• Cost center allocations
• Spend Analysis
• Requirements Analysis
• Contract Compliance
• Supplier Performance Measurement
Virtual Contact Center• Reporting
• Performance Management
• Command and Control
• Workforce Management
• Skills Based Routing
• Knowledge Management
Hosted Voice Mail• Standardized User Interface
• Cost Control
• Centralized Management
• Mobility
• Intelligent Call Routing
Unified Communications Service Portfolio ~ Delvers Real-Time Business Agility
Telecommunications Portfolio
Consulting Services - Next Generation Telecommunications Portfolio
Radian TechnologiesSolutions That Work
Unified Communications Services
A Strategic Approach
19Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications – Service Delivery Model A Logical Technology Model & Service Delivery Architecture
Customer Document - A Next Generation Network (NGN) architectural vision
Service Description – Foundation for Unified Communications Platform
Fluid Architecture
Enterprise Applications and Systems Integration
Operational Support Manual –Comprehensive Description of Client ’s global Infrastructure
Service Delivery Model - service centric IP based model
Engineering Guidelines –
Industry Standards and Services
Positioned for Next Generation IP based infrastructures
Service Delivery
Unified Communications & Technology Service Delivery Model
Service DescriptionOperational Support
ManualCustomer Document
Client Corporation
Quality of Service
Logical Technology Model
Customer Document
Technical OverviewPresentation
Service GuideMarketing
Flyer
Marketing
Service Description
Technical Design (LTM)
Product (SAAS/SOA)
Product Reference
Architecture
Operational Support Manual
Operational Design
Operational Guide
Operational References
Operations
Engineering Guidelines
Physical Technology Design
Subscriber Operations
Manual
Product Implementation
Document
Implementation
Engineering Guidelines
20Client ConfidentialRadian Technologies
Solutions That Work
Innovation - Key Elements of the Investment Strategy
f
Service ModelHelp Desk
Collaboration
Network Edge
Intelligence
• Integrate multiple carrier services to deliver best cost and service area coverage• Provide transparent class of service mapping across multiple providers• Deliver application acceleration • Bandwidth optimization to control cost
• Enable individual and work team productivity• Evolve from interaction to communication to work• Deliver next generation services leveraging the converged network
Network
Convergence
• Embed intelligence to deliver truly global enterprise network for both voice and data capabilities
• Deliver services and capabilities to remote/virtual users• Leverage network horsepower to allow users to share data and collaborate using IP
capability• Provide cost-effective way for individuals and teams to “work smarter”
“The Network is the Enabler of the Collaborative Experience”
21Client ConfidentialRadian Technologies
Solutions That Work
Now Time
Bu
sin
es
s V
alu
e
Enterprise Communications Value Timeline
Source: The Yankee Group, 2003
VoIP
Applications
Future valuewill be from
productivity
improvements from
enhanced
applications
Communications
Network
Infrastructure
Current valuerealized on
infrastructure
capital and
operational savings
Immediate Cost Reduction:
• Network Convergence
• Minimizing Toll Expense
• Reduced Transport
• Simplified Network
• Centralizing System Configuration & Management
Business Value of a Unified Communications Deployment
Increased Business Agility with Reduced Costs
Future Benefits:
• Increased Employee Productivity
• Enhanced New Site Expansions
• Customized Migration Plan - SIP
• Network-Based Applications
• Foundation for New Capabilities
Unified Communications - Business Value
22Client ConfidentialRadian Technologies
Solutions That Work
Architecture & Strategy Emerging Technologies
• ERP
• Web
• Emerging ROR Data
• EDW
• Tight Integration
• CMM Level 2• Green Screen
• Client Server
• Redundant Data
• Shadow IT
• Customer IT Presence
• Web Portals/User Experience
• Initial Business Intelligence
• Loose Integration
• VOIP
• Central IT
Foundation
E
ffic
ient
E
ffective
Valu
e-A
dd
2000 2004 2010 2012+
• Managed Services
• High Availability Services
• Enterprise Collaborative Services
• Soft Phone & Teleworking
• SaaS Model
• ITIL/PMBOK/WebEx
Virtual Call
Centers
• Cloud Services & Platforms
• Global Voice and Video
• Social Networking
• Mobile Applications
• SOA
• Master Data Management
• ITIL/Six Sigma/CMM/PMBOK
Emerging Technologies & a Global Horizon
23Client ConfidentialRadian Technologies
Solutions That Work
Now 6-18 months 18-36 Months
Immediate Term Tactical
Short Term Positioning
Productivity Improvements
Long Term Vision
Three Step Approach – Achieving Cost Efficiencies
Bu
sin
es
s V
alu
e
Cost Neutral Positioning for Savings Cost saving
• Implement IP PBX where
immediate opportunities
arise
•Implement Mobile VPN
• Migrate to MobileOffice
•Corporate Dial Plan
•SIP Transport
• Continue migration to IPT
• Multimedia Conferencing
• Unified Messaging
• Modify LAN &WAN for Quality of Service (QoS)
• Continue migration toMobile Office
•Complete migration to voice
strategy
•Collaboration
•Fixed Mobile Convergence
•Virtual Contact Centers
•Unified Communications
Unified Communications - A Strategic Approach
Radian TechnologiesSolutions That Work
Unified Communications Services
Session Initiation Protocol – SIP Initiative
25Client ConfidentialRadian Technologies
Solutions That Work
Session Initiation ProtocolAt a Glance
SIP Deployment Outlook Transformation Approach
Business Problem: Client Corporation is currently faced with the need to
increasingly improve operational & cost efficiencies, and time-to-market delivery. In order to meet these challenges, the Client continues to adopt
and implement revised business processes leveraging a refined IP and SIP service delivery model and application centric approach:
The Client is growing at a rapid pace The business need for a emerging telecommunications services
Legacy business & technological processes require further development and alignment
Corporate Focus: Aggressively Deploy Emerging Technologies & Services
Lean Enterprise Transformation Business & Technology Development
Improved Customer Experience Growth Initiatives & Opportunities
To remain competitive: The Client must evolve its Infrastructure & Service Delivery Model
to Gain Efficiencies Increased Agility to meet Market Demands
Improve Customer & Partner Responsiveness
Define Business & Technical Objective
• Implement GC SIP architecture to suppost cost efficient Unified Communications globally
• Migrate MeetingPlace, CallCenter , Service Provider (SP) Inbound and Toll Free numbers voice traffic to the SIP Infrastructure
Timeline:
SIP Strategy
Implement a cost effective SIP Architecture to standardize the
Unified Communications environment globally
Reduce calling card expenditures by deploying SIP at the TOP (20) locations
Migrate Client Call Centers voice traffic to SIP in oder to improve and
standardize the Infrastructure
Migrate AT&T Gateway and GIS numbers to SIP to achieve cost savings
Current Deployment Outlook
Region Sept.- Nov. 2010
Jan. 2011 -Nov. 2011
Cost Savings
2011
Americas 13 sites on SIP CC, Inbound & MP TBD
EMEA N/A MP & GIS TBD
AP N/A MP & GIS TBD
Japan N/A MP 6 GIS TBD
Radian TechnologiesSolutions That Work
Unified Communications Services
Mobility Services
27Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications Services Mobility Service Deployment NA Summary
2011 Deployment Outlook Business Requirements
Engagement – Review existing contracts with the two carriers and the time
frames left on those agreement and lines of service play a key factor in our
ability to move swiftly and without additional cost.
Contract Terms – Dependencies based on Oracle solution deployment
strategy
1. A three year term may significantly reduce cost
2. A two year may only yield a (10%) savings but if we are adding
features those savings could be absorbed very quickly.
Product Portfolio – Delivering Mobility Services Globally
Requirements – The business requirements are evolving as the need for wireless laptop access grows w/in emerging markets - so too does the cost to provide service
Expectations – Business requirements, delivery expectations and time frames are currently under review
Functionality – Enhanced Service Notifications to Field Operatives
Target Service:
3G & 4G Technologies
Texting, Tethering, Navigation Features
Strategic Deployments - Connection cards for Field Units
Marketing Strategy
Rogers & Client - Mobility Strategy
•Review overall business requirements – align functionality to expectation
•Renegotiate Legacy Contacts similar to that of the U.S. Engagement
•Reduce Mobility Spend – Procurement Team
•Assess Financial Impact – Mobility Team
Current Deployment Outlook
Deployment & Growth
Region Q1 2011 Q2 2011 Total Subscribers
Americas TBD TBD TBD
EMEA
AP
CALA
Radian TechnologiesSolutions That Work
Unified Communications Services
Telecommunications Expense
Management Reporting Initiatives
29Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications Services Communications Data Recording – Transformation Service Summary
CDR Service Deployment Outlook CDR Transformation Approach
Business Problem: Presently, the Client has business requirement to
re-deploy a Call Accounting System which captures, call detail records,
and their associated costs telephone usage events.
Expectations – Business requirements, delivery expectations and time frames
are currently under review
CDR Strategy:
Comparative Analysis – Develop global selection criteria
Spend and Consumption Analysis - Data is only visible at the invoice level
Improved Contract Negotiations – Mobility Space
Improve visibility to consumption based services
Improved Visibility and accurate telecom data
Improved Benchmarking & Integration w/other Client systems
Financial & Operational Performance Expectations
Carrier Cost Optimization
Global Mobile Wireless Device Management
Security & Compliance
Business Need: Restore the CDR functionality in order to accurately identify both fixed costs and variable costs.
Define Business & Technical Objective Conduct inventory development, savings and service deployment strategy, the CDR Transformation will:• Drive savings quickly, yet prevent savings erosion via the strategic automation, which will
maintain the savings• Provide the savings that will provide the payback / ROI for funding the investment in the
strategic CDR capability – provides a self-funding model
Develop CDR Analysis Matrix – illustrating Feature/Functionality
Assess Business & Financial Risk – highlight potential employee abuse & toll fraud
CDR Financial Review CDR Service Review
Vendor Nov. 2010 Dec. 2010 Recommendations
Vendor A Corporation
Review Opportunity
Review Pricing Models
Award Service to Vendor A Corporation
Vendor B
Corporation
Review Opportunity
Review Pricing Models
Pricing model is 67% Higher than Vendor A Corporation
Vendor C
Corporation
Review Opportunity
Review Pricing Models
Did not meet the financial commitment
Vendor D
Corporation
Review Opportunity
Review Pricing Models
Does not have a global reach
CDR Financial Summary Vendor A Vendor B %
Item
Proposed 1st Year Cost $161,625 $291,082 - 80.10%
On site (CE) Installation $ (47,500) $(100,000) - 110.53%
Year One Grand Total $114,125 $191,082 - 67.43%
Radian TechnologiesSolutions That Work
Unified Communications Services
IP Telephony Transformation Initiatives
31Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications Services IP Telephony – Advanced Systems Transformation Summary
IPT Service Deployment Outlook IPT Transformation Approach
Business Problem: Presently, the Client has a business requirement to
Replace Aging Legacy PBX systems to Advanced IP based technologies
Expectations – Business requirements, service delivery expectations and
operational time frames are currently under review
IPT Deployment Strategy:
Comparative Analysis – Develop global selection criteria
Improved Contract Negotiations – Mobility Space
Improve Visibility to UC / IP Based Services
Improved Benchmarking & Integration w/other Client systems
Financial & Operational Performance Expectations
Carrier Cost Optimization
Security & Compliance
Business Need: Replace Legacy Systems with Advanced IP based functionality in order to ensure service delivery
Define Business & Technical Objective Conduct IPT Design & Deployment strategy -the IPT Transformation will:• Ensure Operational Integrity by replacing aging Fleet • Reduce Service Disruption ensuring that Customer SLAs are met • Drive Savings through IPT System Automation – Reduced Maintenance Fees • Deliver Payback / ROI Investment Model – Self-funding Model
IPT Financial Review IPT Deployment Review
Region Nov. 2010 Dec. 2010 Recommendations
North America Review Opportunity
Review (BOM) & Pricing Models
Award Service to Vendor
EMEA Review Opportunity
Review (BOM) & Pricing Models
Pricing model is 67% Higher than Vendor A Corporation
APAC Review Opportunity
Review (BOM) & Pricing Models
Did not meet the financial commitment
CALA Review Opportunity
Review (BOM) & Pricing Models
Does not have a global reach
Location Capital($) Expense ($) Total Cost/Site Implementation
Date
Depreciation
Cost
Dubai UAE $58,115 $10,324 $68,439 30-Nov-10 $589
Hong Kong $41,840 $22,467 $64,307 15-Dec-10 $427
Nairobi-Kenya $27,245 $5,963 $33,208 15-Nov-10 $366
Australia $21,500 $3,840 $25,340 30-Oct-10 $388
Saudi Arabia $27,570 $7,550 $35,120 15-Dec-10 $476
Kuwait $21,966 $27,486 $49,452 10-Sep-10 $366
Jordan $12,874 $6,486 $19,360 30-Sep-10 $290
Totals $211,110 $84,116 $295,226 $2,902
Radian TechnologiesSolutions That Work
Unified Communications Service Portfolio
Cisco IP Communication - CIPC
Project Outlook
33Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications IPT Services Cisco IP Communicator (CIPC) - Project Summary
CIPC Deployment CIPC - Financial Strategy
The Client has effectively implemented a very efficient solution to enable employees to more seamlessly interact, and to maximize their ability to “escalate the conversation”.
Target Market:
IPT facility Based Employees with hard phones
Virtual Office users
Call Center – DR solution
Strategic Deployments
CIPC - Marketing Strategy
In alignment with the SIP deployment and in countries where the IT group promotes the use of CIPC as a standard telephony solution.
Calling Card Subscribers
- Communicate the functionality and the savings potential
- Contact the top 20% calling card users - recommend CIPC
- Reduce calling card expense by 50%
Disaster Recovery
- Offering as a solution in the Call Center for Disaster Recovery
CIPC - Go Live Fidelity
Deployment & Growth
Region Jan Dec Total
Americas 70 614 2708
EMEA 39 92 735
APAC 31 15 526
Total 140 721 3978
Three Month Deployment Outlook
0
1000
2000
3000
4000
5000
Nov Dec Jan
CIPC Financial Overview
$0.00
$20,000.00
$40,000.00
$60,000.00
$80,000.00
$100,000.00
$120,000.00
$140,000.00
$160,000.00
Facility Field Non
Facility
Remote Virtual Mobile
Radian TechnologiesSolutions That Work
Unified Communications Services
Alternate Data Center - Deployment Initiatives
35Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications Services Alternative Data Center – Project Summary
Alternate Data Center - Service Deployment Outlook Alternate Data Center - Transformation Time Line
Business Problem: Presently, the Client has a business requirement to
re-locate is Alternative Data Center. As part of Phase III, the IP Telephony and
IP Contact Center servers will physically and logically move to an alternate d
destination.
Expectations – Business requirements, delivery expectations and time frames
are reviewed and deployment schedules developed
CDR Strategy:
Develop Transformation Criteria
Transition Analysis – Server Migration Planned by Phases Only
Benchmark Operational & Network Integrations Techniques
Financial & Operational Performance Expectations
Security & Compliance
Document Lessons Learned
Business Need: Locate a new facility which will ensure that all business applications, systems and services have a comprehensive back up facility
Define Business & Technical Objective Conduct facility review, develop comprehensive time line strategy ensuring the following Transformation will:• Strategic redeployment of critical business applications & services • Preserve Service Integrity
Alternate Data Center - Project Review The following are guidelines for obtaining or maintaining a High Availability architecture for an application.
Application functions across two servers in an Active-Active modeActive-Passive or Fast DR solutions do not qualify as an HA solutionServers are sized appropriately so that either server can maintain the production load in the case of a failure to a single server
Both the Production and High Availability servers will reside in the Primary Data Center
Solution requires a Disaster Recovery Server sized appropriately to maintain the production load
Disaster Recovery Server will reside in Alternate Data Center for site level Disaster Recovery
Radian TechnologiesSolutions That Work
Unified Communications Services
Service Metrics Reporting
37Client ConfidentialRadian Technologies
Solutions That Work
Unified Communications Services Service Metrics & Reporting Summary
Critical Response & Resolution - Nov 2010 High Response & Resolution - Nov 2010
49 8
26
1410
1720
27
11
42
29
0
10
20
30
40
50
0%
20%
40%
60%
80%
100%
Dec Jan Feb MarAprilMayJuneJuly AugSeptOct Nov
CRITICAL RESPONSE AND RESOLUTION
Response Resolve Target Oppurtunity
28 3023
48
2431 34
3935 36
66
32
0
10
20
30
40
50
60
70
0%
20%
40%
60%
80%
100%
Dec Jan Feb Mar AprilMayJuneJuly Aug Sept Oct Nov
HIGH RESPONSE AND RESOLUTION
Response Resolve Target Oppurtunity
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 1 / 2 50% / 0 / 0 27 / 27 100% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 221 / 222 100% 222
Low / 0 1 / 1 100% 2 / 2 100% 392 / 392 100% 395
Totals 1 / 2 50% 1 / 1 100% 2 / 2 100% 672 / 673 100% 678
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 2 / 2 100% / 0 / 0 23 / 27 85% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 210 / 222 95% 222
Low / 0 / 1 0% 2 / 2 100% 380 / 392 97% 395
Totals 2 / 2 100% 0 / 1 0% 2 / 2 100% 645 / 673 96% 678
Bronze - UNK
Response: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK
Resolved: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3
38Client ConfidentialRadian Technologies
Solutions That Work
Second Level Resolution Closed Incidents & Task Summary (UC)
Priority Number Avg. Response (Hr.) Avg. Resolve (Hr.)
All Inc / Tasks Total 765 4.41 112.39
Critical 31 0.20 51.72
High 32 0.26 33.74
Medium 250 5.54 144.12
Low 452 4.36 104.57
Problems Total 290 5.07 139.45
Critical 26 0.20 61.50
High 28 0.20 36.58
Medium 202 6.28 154.83
Low 34 5.58 192.37
Work Requests Total 473 4.01 96.03
Critical 5 0.17 0.84
High 4 0.71 13.87
Medium 48 2.39 99.06
Low 416 4.28 97.62
Other Total 2 1.37 59.23
CIPC Requests Total 132 6.04 40.47
Critical 0 0.00 0.00
High 0 0.00 0.00
Medium 2 2.89 141.56
Low 130 6.09 38.92
Major Issues - November 2010
1> I000058882 – Server Node AUDIX1 - 153.255.111.11 - Node Down status detected - Vendor was dispatched who re-initiated
Voice Mail Server to full Operational / Production state
2> I000040497 – Site - Unable to dial Toll Free numbers possibly due to system upgrades - Changes performed by Level II Engineers, calls unable to traverse SIP transport, routed through Session Boarder Controller
3> I000040469 - Sydney Australia – UC System Down – RFO/RCA: Problem with Service Provider’s Internal Network
4> I000040659 - Meeting Place/Collaboration System Down - Directory at 100% Capacity
2010
Months Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10
Total Opportunities 722 701 586 613 621 870 710 722 937 821 723 684 754
Completed by IT Team 693 667 559 587 594 830 695 698 899 799 712 672 738
Escalated to Tier III 29 34 27 26 27 40 15 24 38 20 11 12 16
SLR % by IPT Team 96% 95% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98%
Target 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65%
95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% 97%
40%50%60%70%80%90%
100%
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
SLR % by HCL
Target
Unified Communications Services Service Metrics & Reporting Summary
SLA %
Target
39Client ConfidentialRadian Technologies
Solutions That Work
Project Summary – November 2010:
1> Project details : 20 Cisco hard phone Configured.
Site : Virtual Users
Start Date : 23 Nov 2010
Completion date : 25 Nov 2010
Device count : 20
Client - Team Member : Coe, M.
IT Support Team Member : Dirage
2> Project details : 35 CIPC account created
Site : Virtual Users
Start Date : 15th Oct 2010
Completion date : 16th Sept 2010
Device count : 35
Client - Team Member : Smith, T
IT Support Team Member : Dirage
3> Project details : Japan IPT Upgrade – Tokyo
Site : Tokyo Japan
Start Date : 15th NOV 2010
Completion date : 29th NOV 2010
Device count : 80+
Client - Team Member : Karate, K
IT Support Team Member : Sandy D
4> Project details : Brussels - IPT Migration
Site : Brussels
Start Date : 1st NOV 2010
Completion date : 15th NOV 2010
Device count : 35
Client - Team Member : Karate, K
IT Support Team M ember: Aaron
5> Project details : Entertainment Agent ID Creation
Site : Dayton
Start Date : 24th NOV 2010
Completion date : 26th NOV 2010
Device count : 50
Client - Team member : BRILLO, R
IT Support Team Member : Aaron
6> Project details :Frankfurt Germany => IPT
Site :Frankfurt
Start Date :18th Nov 2010
Completion date :22nd Nov 2010
Device count :30+
Client - Team Member :Detroit, G.
IT Support Team Member :Harry S.
7> Project details : CC Agent Wrap-up Session – Holiday Calls
Site :Doraville GA –Media Services Team
Start Date :22nd Nov 2010
Completion date :22nd Nov 2010
Device count :60+
Client - Team Member : James, K
IT Support Team Member :Harry, S
8> Project details :Egypt FAC CODE/Soft phone/FAX-ATA additions
Site :CAIRO Egypt
Start Date :1st Nov 2010
Completion date :8th Nov 2010
Device count :30+
Client - Team Member :Harry, S
IT Support Team Member :Harry, S /Sandy, D
Unified Communications Services Service Metrics & Reporting Summary
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