Unified Communications Service Portfolio Executive Overview V7
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Unified Communications Service Portfolio Executive Overview V7

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Unified Communications Executive Dashboard - Service Delivery Management

Unified Communications Executive Dashboard - Service Delivery Management

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Unified Communications Service Portfolio Executive Overview V7 Unified Communications Service Portfolio Executive Overview V7 Presentation Transcript

  • Unified Communications Service PortfolioFrank TartagliaGlobal Service Portfolio Radian Technologies Solutions That Work
  • Client Unified Communications - Innovationfor Next Generation Technologies Unified Communications – Integrating Services & Solutions Colloboration Teams & Integrated Service Unified Communications -Vertical Solutions UC – Integrated Application Solutions Radian Technologies Solutions That Work Client Confidential 2
  • Executive SummaryExecutive 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 Radian Technologies Solutions That Work Client Confidential 3
  • Unified Communications Services Portfolio 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 playRadian Technologies Solutions That Work Client Confidential 4
  • Unified Communications Service Portfolio Situational Analysis 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 ResponsivenessRadian Technologies Solutions That Work Client Confidential 5
  • Unified Communications Service Portfolio Core Competencies & Human Capital Delivering sophisticated technologies and perpetual motion are the order of the day. Maintaining competitive service delivery efficiencies, operational cost containment and time-to-market perspective remains a challenge. Cultivating required skills supporting and Advance Communications Service Delivery Model must encompass: Leadership — Examines how senior executives guide the organization Strategic Planning — Examines how the organization sets strategic directions and how it determines key action plans Customer & Market Focus — Examines how the organization determines requirements and expectations of customers and markets Information & 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 Performance Operational PerformanceRadian Technologies Solutions That Work Client Confidential 6
  • Unified Communications Service Portfolio 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 & MethodologiesRadian Technologies Solutions That Work Client Confidential 7
  • Unified Communications Service Portfolio Objectives and Initiatives • Deliver the most Cost-effective and • The proposed Unified Communications Operationally Efficient Networks Portfolio Model accelerates business value by providing flexibility, scalability, and enhanced functionality consistently across the Enterprise • Provide flexibility to meet an expanding • Integrated Web Portal & Applications that business model permits global communities to adopt a Self Service Approach • Create an on-demand service & business • Market penetration and Time architecture enabling advanced to Market improvements through advanced networking technologies to seamlessly technological constructs integrate • Positioned for Future Business • Reduce overall operation expenditures Opportunities through advanced technologies – 15% -25%Radian Technologies Solutions That Work Client Confidential 8
  • Unified Communications ServicesUnified Communications Service Portfolio Radian Technologies Solutions That Work
  • Unified Communications - Enterprise Central will deliver… Global Simplicity Self-Service Model Global Reporting and Collaboration Visibility, Analysis and Best Practice Insight Control and Predictability Operational Excellence – Life Cycle Management Radian Technologies Solutions That Work Client Confidential 10
  • Client Focus: An Integrated Approach 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 Tools, Techniques, Methods, & Capabilities Constructs - Integrates Consulting and Global Delivery Providing Business Transformation Radian Technologies Solutions That Work Client Confidential 11
  • Unified Communications Business Enablement Strategy Business Enablement & Strategy Imperatives Business Imperatives Differentiated by providing Client’s with holistic approach to Unified Leading Strategies Communications and a Service Delivery model in terms that lead the market and Solutions through technological adoption and business process improvements Strengthen & Defend the Core Achieve new business growth through technological and business constructs Growth while defending the Service Delivery model through improvements in service delivery Achieve an industry standard cost position, efficiency and quality through Sustained Cost world class, leveraged, and consistent business & technological practices, Competitiveness standards and service levels Achieve highest levels of technological ‘referenceability’ by setting new Partner of Choice standards for those Client & Partners within specific vertical market segments High Performing Be recognized as a High Performance – People organization in order to People & recruit, develop, and retain the most talented Industry Professionals OrganizationRadian Technologies Solutions That Work Client Confidential 12
  • Unified Communications – Product TiersTier Description Cisco® 7942 TelephoneEntry Tier Easy, single-user, The Cisco Unified IP Phone 7942 is a full-featured Personal 7942 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 Cisco® 7962 TelephoneMid-tier The Cisco Unified IP Phone 7962 is an enhanced, full-featured manager IP 7962 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 Cisco® CIPC Telephony Solution Cisco IP Communicator (aka: CIPC or Cisco Soft-Phone) is a mobile Mobile Tier desktop application that turns your laptop into a full-featured IP Phone Road Warrior allowing you to place and receive calls from your computer. Highly-secure plus fully-eClient ypted communications Cisco® CIPC Telephony Solution Cisco Unified Communications Solutions unify voice, video, data, andHigh Tier mobile applications on fixed and mobile networks, delivering a media- rich collaboration experience across business Board room Unified Communications provides exceptional levels of integrated Customer center business functionality and IP converged communications features/functionality Radian Technologies Solutions That Work Client Confidential 13
  • Mobility Services – Product TiersTier Description Traditional Entry Level Mobile / Cell phone (ATT/Sprint/Verizon/Vodaphone)Entry Tier Provide SMS texting, Voice Mail, and other programmable line and feature Personal/CE buttons along with four interactive soft keys to help guide users through Model various call features and functions No major sync issues since MR8 was installed BlackBerry Devices As Data (Only) ServiceMid-tier Carrier OTA Updates caused Corp BlackBerry users to drop sync to wireless Mobility email services (primarily Verizon & Sprint) Devices No major sync issues since MR8 was installed Motorola Devices - DROID X successfully synchronizes Client email, contacts and calendar services DROID X meets EAS security requirements for Pass code/PIN (minimum 6High Tier digit) and Remote Wipe Mobility Devices 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 . Tablets - Multiple tablet/slate devices to be released running Android, WebOS, Windows (Phone 7 OS?) and BlackBerry OS.High Tier iPad expected to remain the dominant tablet computer through 2012. Mobility Devices Figures from iSupply show iPad accounts for 74.1 percent of global tablet shipments this year. Tablets still not a full laptop/netbook replacement. Radian Technologies Solutions That Work Client Confidential 14
  • Collaboration Services Meeting Place & WebEx Integration Great deal of flexibility & benefit: Dependencies: – Easily share ideas - anyone, anywhere, anytime – SAAS Model – Meets the needs of an increased mobile – Video - requires increased workforce network capacity – Integrate "the best" apps across the mobile and desktop user communities – TelePresence two way video integration – futureRadian Technologies Solutions That Work Client Confidential 15
  • Video Collaboration – Product TiersTier DescriptionEntry Tier Easy, single-user, face-to-face video Productivity savings in time & travel Personal Simplified deployment and management – just like any other Cisco IP phone Cisco® TelePresence System 500Mid-tier Individual, small room use CTS-500 Mobile Unit – Can be used in specially configured rooms 5Mbps Bandwidth, High Definition(1080p) Cisco® TelePresence System 1000 4 seats at the virtual tableHigh Tier General purpose room Small room 5Mbps Bandwidth, High Definition(1080p) Wideband Audio Imperceptible Latency Cisco® TelePresence System 3000 12 seats at the virtual tableHigh Tier Purpose-built room Board room 15Mbps Bandwidth, High Definition(1080p) Customer center Spatial Wideband Audio Imperceptible Latency Radian Technologies Solutions That Work Client Confidential 16
  • Consulting Services - Next Generation Telecommunications PortfolioEnterpriseTelecommunications Portfolio Voice Portfolio Managed IP Telephony • Enterprise Voice Communications • Consolidated Dial-plansNetwork Voice Applications • Network Consolidation • Mobile Office Communications • Minimize Toll Expense • Unified Communications • Simplify Network Complexity • Fax • Centralized System Configuration and • IVR Self Service Management • Corporate Directory • Foundation for new capabilities • Virtual On-net Services • CDR/ Call Accounting Hosted Voice Mail • Standardized User Interface • Cost Control • Centralized ManagementTelecom Expense • Mobility • Intelligent Call RoutingManagement • Policy Enforcement • Call Accounting - TEMS • Auditing • Consumption Reporting Multi-media Conferencing • Cost center allocations • Significant Cost Savings • Spend Analysis Virtual Contact Center • Increased Functionality and Productivity • Requirements Analysis • Reporting • Reservationless meeting • Contract Compliance • Performance Management • Simplified Environment • Supplier Performance Measurement • Command and Control • Supports a wide range of end-user devices • Workforce Management • Skills Based Routing • Knowledge Management Unified Communications Service Portfolio ~ Delvers Real-Time Business Agility Radian Technologies Solutions That Work Client Confidential 17
  • Unified Communications ServicesA Strategic Approach Radian Technologies Solutions That Work
  • Unified Communications – Service Delivery Model A Logical Technology Model & Service Delivery Architecture Client Corporation Unified Communications & Technology Service Delivery Model Quality of Service Logical Technology Model Operational Support Customer Document Service Description Engineering Manual Guidelines Customer Document - A Next Generation Network (NGN) Customer Document architectural vision Marketing Marketing Technical Overview Service Description – Foundation for Flyer Service Guide Unified Communications Platform Presentation Fluid Architecture Enterprise Applications and Systems Service Description Integration Architecture Product Technical Product Operational Support Manual – Reference Design (LTM) (SAAS/SOA) Comprehensive Description of Client ’s global Infrastructure Service Delivery Model - service Operational Support Manual centric IP based model Operations Operational Operational Operational Engineering Guidelines – References Design Guide Industry Standards and Services Positioned for Next Generation IP Engineering Guidelines based infrastructures Implementation Product Subscriber Physical Technology Service Delivery Implementation Operations Design Document Manual Radian Technologies Solutions That Work Client Confidential 19
  • Innovation - Key Elements of the Investment Strategy • Embed intelligence to deliver truly global enterprise network for both voice and Help Desk Service Model data capabilities Network • Deliver services and capabilities to remote/virtual users f • Leverage network horsepower to allow users to share data and collaborate using IP Convergence capability • Provide cost-effective way for individuals and teams to “work smarter” • Integrate multiple carrier services to deliver best cost and service area coverage Network Edge • Provide transparent class of service mapping across multiple providers • Deliver application acceleration Intelligence • Bandwidth optimization to control cost • Enable individual and work team productivity Collaboration • Evolve from interaction to communication to work • Deliver next generation services leveraging the converged network “The Network is the Enabler of the Collaborative Experience” Radian Technologies Solutions That Work Client Confidential 20
  • Unified Communications - Business ValueBusiness Value of a Unified Communications Deployment Immediate Cost Reduction: Enterprise Communications Value • Network Convergence Timeline Source: The Yankee Group, 2003 • Minimizing Toll Expense Future value will be from • Reduced Transport productivity • Simplified NetworkBusiness Value improvements from Current value realized on enhanced applications • Centralizing System infrastructure VoIP Configuration & Management capital and Applications operational savings Future Benefits: • Increased Employee Productivity Communications • Enhanced New Site Expansions Network Infrastructure • Customized Migration Plan - SIP • Network-Based Applications Now Time • Foundation for New Capabilities Increased Business Agility with Reduced Costs Radian Technologies Solutions That Work Client Confidential 21
  • Architecture & StrategyEmerging Technologies Emerging Technologies & a Global Horizon • Cloud Services & Platforms • Global Voice and Video Effective Value-Add • Social Networking • Mobile Applications • SOA • Master Data Management • ITIL/Six Sigma/CMM/PMBOK • Customer IT Presence • Managed Services • Web Portals/User Experience • High Availability Services • Initial Business Intelligence • Enterprise Collaborative Services • Loose Integration • Soft Phone & Teleworking • VOIP • SaaS Model WebEx Efficient • Central IT • ITIL/PMBOK/ Virtual Call • ERP Centers • Web • Emerging ROR Data Foundation • EDW • Green Screen • Tight Integration • Client Server • CMM Level 2 • Redundant Data • Shadow IT 2000 2004 2010 2012+ Radian Technologies Solutions That Work Client Confidential 22
  • Unified Communications - A Strategic Approach Immediate Term Short Term Long Term Vision Tactical Positioning • Implement IP PBX where • Continue migration to IPT •Complete migration to voice immediate opportunities • Multimedia Conferencing strategyBusiness Value arise • Unified Messaging •Collaboration •Implement Mobile VPN • Modify LAN &WAN •Fixed Mobile Convergence • Migrate to Mobile for Quality of Service (QoS) •Virtual Contact Centers Office • Continue migration to •Unified Communications •Corporate Dial Plan Mobile Office •SIP Transport Productivity Improvements Cost Neutral Positioning for Savings Cost saving Now 6-18 months 18-36 Months Three Step Approach – Achieving Cost Efficiencies Radian Technologies Solutions That Work Client Confidential 23
  • Unified Communications ServicesSession Initiation Protocol – SIP Initiative Radian Technologies Solutions That Work
  • Session Initiation ProtocolAt a Glance SIP Deployment Outlook Transformation Approach Define Business & Technical ObjectiveBusiness Problem: Client Corporation is currently faced with the need to • Implement GC SIP architecture to suppost cost efficient Unified increasingly improve operational & cost efficiencies, and time-to-market Communications globally delivery. In order to meet these challenges, the Client continues to adopt and implement revised business processes leveraging a refined IP and SIP • Migrate MeetingPlace, CallCenter , Service Provider (SP) Inbound and Toll service delivery model and application centric approach: Free numbers voice traffic to the SIP Infrastructure The Client is growing at a rapid pace Timeline:  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 SIP Strategy Current Deployment Outlook Implement a cost effective SIP Architecture to standardize the Region Sept.- Nov. Jan. 2011 - Cost Savings Unified Communications environment globally 2010 Nov. 2011 2011 Reduce calling card expenditures by deploying SIP at the TOP (20) locations Americas 13 sites on SIP CC, Inbound & MP TBD Migrate Client Call Centers voice traffic to SIP in oder to improve and EMEA N/A MP & GIS TBD standardize the InfrastructureMigrate AT&T Gateway and GIS numbers to SIP to achieve cost savings AP N/A MP & GIS TBD Japan N/A MP 6 GIS TBD Radian Technologies Solutions That Work Client Confidential 25
  • Unified Communications ServicesMobility Services Radian Technologies Solutions That Work
  • Unified Communications Services Mobility Service Deployment NA Summary 2011 Deployment Outlook Business RequirementsEngagement – Review existing contracts with the two carriers and the time Requirements – The business requirements are evolving as the need forframes left on those agreement and lines of service play a key factor in our wireless laptop access grows w/in emerging markets - so too does the cost toability to move swiftly and without additional cost. provide serviceContract Terms – Dependencies based on Oracle solution deployment Expectations – Business requirements, delivery expectations and time framesstrategy are currently under review 1. A three year term may significantly reduce cost Functionality – Enhanced Service Notifications to Field Operatives 2. A two year may only yield a (10%) savings but if we are adding features those savings could be absorbed very quickly. Target Service: 3G & 4G TechnologiesProduct Portfolio – Delivering Mobility Services Globally Texting, Tethering, Navigation Features Strategic Deployments - Connection cards for Field Units Marketing Strategy Current Deployment OutlookRogers & Client - Mobility Strategy Deployment & Growth•Review overall business requirements – align functionality to expectation Region Q1 2011 Q2 2011 Total Subscribers•Renegotiate Legacy Contacts similar to that of the U.S. Engagement•Reduce Mobility Spend – Procurement Team Americas TBD TBD TBD•Assess Financial Impact – Mobility Team EMEA AP CALA Radian Technologies Solutions That Work Client Confidential 27
  • Unified Communications ServicesTelecommunications ExpenseManagement Reporting Initiatives Radian Technologies Solutions That Work
  • Unified Communications Services Communications Data Recording – Transformation Service Summary CDR Service Deployment Outlook CDR Transformation ApproachBusiness Problem: Presently, the Client has business requirement to Business Need: Restore the CDR functionality in order to accurately identify both fixed costs and variable costs.re-deploy a Call Accounting System which captures, call detail records, Define Business & Technical Objective Conduct inventory development, savings andand their associated costs telephone usage events. service deployment strategy, the CDR Transformation will:Expectations – Business requirements, delivery expectations and time frames • Drive savings quickly, yet prevent savings erosion via the strategic automation, which will maintain the savingsare currently under review • Provide the savings that will provide the payback / ROI for funding the investment in theCDR Strategy: strategic CDR capability – provides a self-funding model Comparative Analysis – Develop global selection criteria Develop CDR Analysis Matrix – illustrating Feature/Functionality Spend and Consumption Analysis - Data is only visible at the invoice level Assess Business & Financial Risk – highlight potential employee abuse & toll fraud 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 CDR Financial Review CDR Service Review Vendor Nov. 2010 Dec. 2010 Recommendations CDR Financial Summary Vendor A Vendor B % Vendor A Review Review Pricing Award Service to Vendor A Opportunity Models Corporation Item Corporation Proposed 1st Year Cost $161,625 $291,082 -80.10% Vendor B Review Review Pricing Pricing model is 67% Higher than Opportunity Models Vendor A Corporation Corporation On site (CE) Installation $ (47,500) $(100,000) -110.53% Vendor C Review Review Pricing Did not meet the financial Opportunity Models commitment Year One Grand Total $114,125 $191,082 -67.43% Corporation Vendor D Review Review Pricing Does not have a global reach Opportunity Models Corporation Radian Technologies Solutions That Work Client Confidential 29
  • Unified Communications ServicesIP Telephony Transformation Initiatives Radian Technologies Solutions That Work
  • Unified Communications Services IP Telephony – Advanced Systems Transformation Summary IPT Service Deployment Outlook IPT Transformation Approach Business Need: Replace Legacy Systems with Advanced IP based functionality in order to ensure service deliveryBusiness Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct IPT Design & Deployment strategy - the IPT Transformation will:Replace Aging Legacy PBX systems to Advanced IP based technologies • Ensure Operational Integrity by replacing aging FleetExpectations – Business requirements, service delivery expectations and • Reduce Service Disruption ensuring that Customer SLAs are met • Drive Savings through IPT System Automation – Reduced Maintenance Feesoperational time frames are currently under review • Deliver Payback / ROI Investment Model – Self-funding ModelIPT Deployment Strategy: Comparative Analysis – Develop global selection criteria Improved Contract Negotiations – Mobility Space Improve Visibility to UC / IP Based Services Improved Benchmarking & Integration w/other Client systems Financial & Operational Performance Expectations Carrier Cost Optimization Security & Compliance IPT Financial Review IPT Deployment ReviewLocation Capital($) Expense ($) Total Cost/Site Implementation Depreciation Region Nov. 2010 Dec. 2010 Recommendations Date Cost Review Review (BOM) & Award Service to Vendor North AmericaDubai UAE $58,115 $10,324 $68,439 30-Nov-10 $589 Opportunity Pricing ModelsHong Kong $41,840 $22,467 $64,307 15-Dec-10 $427 Review Review (BOM) & Pricing model is 67% Higher than EMEANairobi-Kenya $27,245 $5,963 $33,208 15-Nov-10 $366 Opportunity Pricing Models Vendor A CorporationAustralia $21,500 $3,840 $25,340 30-Oct-10 $388 APAC Review Review (BOM) & Did not meet the financialSaudi Arabia $27,570 $7,550 $35,120 15-Dec-10 $476 Opportunity Pricing Models commitmentKuwait $21,966 $27,486 $49,452 10-Sep-10 $366Jordan $12,874 $6,486 $19,360 30-Sep-10 $290 CALA Review Review (BOM) & Does not have a global reach Opportunity Pricing ModelsTotals $211,110 $84,116 $295,226 $2,902 Radian Technologies Solutions That Work Client Confidential 31
  • Unified Communications Service PortfolioCisco IP Communication - CIPCProject Outlook Radian Technologies Solutions That Work
  • Unified Communications IPT Services Cisco IP Communicator (CIPC) - Project Summary CIPC Deployment CIPC - Financial StrategyThe Client has effectively implemented a very efficient solution CIPC Financial Overviewto enable employees to more seamlessly interact, and tomaximize their ability to “escalate the conversation”. $160,000.00 $140,000.00 $120,000.00Target Market: $100,000.00 IPT facility Based Employees with hard phones $80,000.00 $60,000.00 Virtual Office users $40,000.00Call Center – DR solution $20,000.00Strategic Deployments $0.00 Facility Field Non Remote Virtual Mobile Facility CIPC - Marketing Strategy CIPC - Go Live FidelityIn alignment with the SIP deployment and in countries where Deployment & Growththe IT group promotes the use of CIPC as a standard telephony Region Jan Dec Totalsolution. Three Month Deployment OutlookCalling Card Subscribers Americas 70 614 2708 5000- Communicate the functionality and the savings potential EMEA 39 92 735 4000- Contact the top 20% calling card users - recommend CIPC APAC 31 15 526 3000- Reduce calling card expense by 50% Total 140 721 3978 2000Disaster Recovery 1000- Offering as a solution in the Call Center for Disaster Recovery 0 Nov Dec Jan Radian Technologies Solutions That Work Client Confidential 33
  • Unified Communications ServicesAlternate Data Center - Deployment Initiatives Radian 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 Need: Locate a new facility which will ensure that all business applications, systems and services have a comprehensive back up facilityBusiness Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct facility review, developre-locate is Alternative Data Center. As part of Phase III, the IP Telephony and comprehensive time line strategy ensuring the following Transformation will: • Strategic redeployment of critical business applications & servicesIP Contact Center servers will physically and logically move to an alternate d • Preserve Service Integritydestination.Expectations – Business requirements, delivery expectations and time framesare reviewed and deployment schedules developedCDR 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 Alternate Data Center - Project ReviewThe 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 failureto a single serverBoth the Production and High Availability servers will reside in the Primary Data CenterSolution requires a Disaster Recovery Server sized appropriately to maintain the production loadDisaster Recovery Server will reside in Alternate Data Center for site level Disaster Recovery Radian Technologies Solutions That Work Client Confidential 35
  • Unified Communications ServicesService Metrics Reporting Radian Technologies Solutions That Work
  • Unified Communications Services Service Metrics & Reporting Summary Critical Response & Resolution - Nov 2010 High Response & Resolution - Nov 2010 CRITICAL RESPONSE AND RESOLUTION HIGH RESPONSE AND RESOLUTION 100% 50 100% 70 66 80% 42 40 80% 60 48 50 60% 2930 60% 39 40 26 27 34 35 36 30 31 32 30 40% 20 20 40% 28 17 23 24 14 20 20% 10 11 10 20% 9 8 10 4 0% 0 0% 0 Dec Jan Feb Mar April MayJuneJuly Aug Sept Oct Nov Dec Jan Feb MarAprilMayJuneJuly AugSeptOct Nov Response Resolve Target Oppurtunity Response Resolve Target Oppurtunity Response: 01 Nov 10 - 01 Dec 10 Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met TotalCritical 1 / 2 50% / 0 / 0 27 / 27 100% 29High / 0 / 0 / 0 32 / 32 100% 32Medium / 0 / 0 / 0 221 / 222 100% 222Low / 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 Resolved: 01 Nov 10 - 01 Dec 10 Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met TotalCritical 2 / 2 100% / 0 / 0 23 / 27 85% 29High / 0 / 0 / 0 32 / 32 100% 32Medium / 0 / 0 / 0 210 / 222 95% 222Low / 0 / 1 0% 2 / 2 100% 380 / 392 97% 395 Totals 2 / 2 100% 0 / 1 0% 2 / 2 100% 645 / 673 96% 678 Radian Technologies Solutions That Work Client Confidential 37
  • Unified Communications Services Service Metrics & Reporting SummarySecond Level Resolution Closed Incidents & Task Summary (UC) 2010 Priority Number Avg. Response (Hr.) Avg. Resolve (Hr.) All Inc / Tasks Total 765 4.41 112.39Months 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 Critical 31 0.20 51.72 High 32 0.26 33.74Total Opportunities 722 701 586 613 621 870 710 722 937 821 723 684 754 Medium 250 5.54 144.12 Low 452 4.36 104.57Completed by IT Team 693 667 559 587 594 830 695 698 899 799 712 672 738Escalated to Tier III 29 34 27 26 27 40 15 24 38 20 11 12 16 Problems Total 290 5.07 139.45SLR % by IPT Team 96% 95% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% Critical 26 0.20 61.50Target 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% High 28 0.20 36.58 Medium 202 6.28 154.83 Low 34 5.58 192.37 Work Requests Total 473 4.01 96.03 100% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% 97% Critical 5 0.17 0.84 90% 80% High 4 0.71 13.87 70% Medium 48 2.39 99.06 60% SLR SLAby HCL %% Low 416 4.28 97.62 50% Other Total 2 1.37 59.23 40% Target Target CIPC Requests Total 132 6.04 40.47 Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Critical 0 0.00 0.00 09 10 10 10 10 10 10 10 10 10 10 10 High 0 0.00 0.00 Medium 2 2.89 141.56 Low 130 6.09 38.92 Major Issues - November 20101> I000058882 – Server Node AUDIX1 - 153.255.111.11 - Node Down status detected - Vendor was dispatched who re-initiatedVoice Mail Server to full Operational / Production state2> I000040497 – Site - Unable to dial Toll Free numbers possibly due to system upgrades - Changes performed by Level IIEngineers, calls unable to traverse SIP transport, routed through Session Boarder Controller3> I000040469 - Sydney Australia – UC System Down – RFO/RCA: Problem with Service Provider’s Internal Network4> I000040659 - Meeting Place/Collaboration System Down - Directory at 100% Capacity Radian Technologies Solutions That Work Client Confidential 38
  • Unified Communications Services Service Metrics & Reporting Summary Project Summary – November 2010: 3> Project details : Japan IPT Upgrade – Tokyo1> Project details : 20 Cisco hard phone Configured. Site : Tokyo Japan Site : Virtual Users Start Date : 15th NOV 2010 Start Date : 23 Nov 2010 Completion date : 29th NOV 2010 Completion date : 25 Nov 2010 Device count : 80+ Device count : 20 Client - Team Member : Karate, K Client - Team Member : Coe, M. IT Support Team Member : Sandy D IT Support Team Member : Dirage 4> Project details : Brussels - IPT Migration2> Project details : 35 CIPC account created Site : Virtual Users Site : Brussels Start Date : 15th Oct 2010 Start Date : 1st NOV 2010 Completion date : 16th Sept 2010 Completion date : 15th NOV 2010 Device count : 35 Device count : 35 Client - Team Member : Smith, T Client - Team Member : Karate, K IT Support Team Member : Dirage IT Support Team M ember: Aaron5> Project details : Entertainment Agent ID Creation 7> Project details : CC Agent Wrap-up Session – Holiday Calls Site : Dayton Site :Doraville GA –Media Services Team Start Date : 24th NOV 2010 Start Date :22nd Nov 2010 Completion date : 26th NOV 2010 Completion date :22nd Nov 2010 Device count : 50 Device count :60+ Client - Team member : BRILLO, R Client - Team Member : James, K IT Support Team Member : Aaron IT Support Team Member :Harry, S6> Project details :Frankfurt Germany => IPT 8> Project details :Egypt FAC CODE/Soft phone/FAX-ATA additions Site :Frankfurt Site :CAIRO Egypt Start Date :18th Nov 2010 Start Date :1st Nov 2010 Completion date :22nd Nov 2010 Completion date :8th Nov 2010 Device count :30+ Device count :30+ Client - Team Member :Detroit, G. Client - Team Member :Harry, S IT Support Team Member :Harry S. IT Support Team Member :Harry, S /Sandy, D Radian Technologies Solutions That Work Client Confidential 39