Presentation Objective: To provide an overview of the Mitel Teleworker Solution as enabled by the Teleworker Service on the Mitel Border Gateway. Teleworker Service versus Teleworker Solution – what’s the difference ? The Teleworker service on the Mitel Border Gateway is an enabler of remote call control. The Teleworker Solution is the marketing term for the “remote call control”
Slide Objective : To provide a high level view of the range of Mitel customers (size and vertical market) that have deployed the Mitel Teleworker Solution. Provides a quick customer highlight of the value of the Mitel Teleworker Solutions.
Slide Objective: To highlight a few key business trends and challenges which are driving the requirements for teleworking Today, the face and nature of the traditional office work place is changing with increasing requirements for employee mobility and work location flexibility. To ensure enhanced productivity, companies are leveraging their investments in a Mitel IP-PBX by extending unified communications capabilities over the Internet to remote or home workers via IP phones, soft phones and WiFi/dual-mode phones. However, opening up the company’s internal network to allow employees to connect from anywhere, any time (from hotspots, hotels and home offices) raises a host of security concerns. For example; Internet based threats which may put the company network, services, and confidential data at risk; Privacy of confidential communication sent over the Internet; Ensuring strong access control by authenticating both phones and remote employees. One of the biggest challenges in running over the internet communications, aside from security, is dealing with internet “network: issues such as Home NAT traversal, internet packet loss and jitter – all of which can impact voice quality To ensure the deployment of secure internal and external workspaces, the Mitel Border Gateway provides comprehensive threat protection, strict access control, and privacy in a single server appliance. This solution securely enables remote employees to work and collaborate productively by having a complete in-office communications experience without being physically in the office.
Slide Objective: Highlight the benefits of Teleworking to a Small Business Trends: A recent Citrix Online report on “the World Wide Workplace” cited a forecast from Forrester Research that by 2016 a third of the U.S. workforce will work from alternate locations some of the time. Nearly 75 percent of workers participating in the Citrix survey, and more than 50 percent of owners, said they wanted the ability to work remotely, though most added they didn’t have it. About 20 percent of employees would take a 5 percent pay cut for the right to telework sometimes. Small businesses “aren’t interested in soft benefits.” They want to know about bottom-line impacts. Bottom-line Benefits Cost Reduction According to a recent survey (Avaya, 2009) companies who have employees who telework say it mitigates employee absenteeism, reducing cost per lost day from $2,000 to $1,000 on average. This is because workers can stay home and get some work done – and don’t infect others. TelCoa (non-profit that promotes the idea of telework) estimates, based on meta-research and surveying done by TelCoa, that telework can save companies $20,000 a year per employee on average. Savings on real estate and related costs. TelCoa estimates savings at $8,000 to $10,000 per employee per year. Increased productivity . TelCoa estimates productivity increases of 20 to 22 percent, but one American Express study pegged it at 45%. Workers reinvest time saved on commuting. An AT&T study showed teleworkers work one hour longer a day on average. They’re also more amenable to working flexible hours which makes it easier to schedule and easier for companies to be responsive to customers. Reduced employee churn . The theory, borne out by studies, according to Telcoa, is that teleworking employees are more satisfied so less likely to resign. TelCoa estimates costs to replace an employee at a minimum of 50 percent of annual salary. If telework saves having to rehire two $30,000 positions a year, that’s a saving of $30,000, he notes. The Intangibles Many businesses pursue telework because they want to be able to attract the best people at the best rate, regardless of location. You can do that if you’re able to accommodate remote teleworking employees. Business continuity If you have a telework capability, you can send employees home to work in the event of disaster – however major or minor. Wilsker says the American Red Cross found that 40 percent of small businesses that shut down for two weeks or longer because of a disaster never reopened. Align real estate strategy and operations with financial goals Transform the traditional office Seamless access to office voice and data capabilities – virtually anywhere Extends Unified Communications applications to remote and mobile employees Softphone integration Sustain communications in times of emergency Work anytime from anywhere Access the same applications Remain connected and productive with co-workers, customers, suppliers and business partners Real-time access to decision-makers Stay efficient and productive Achieve strategic corporate goals Expand recruitment efforts to new regions Retain valued employees Migrate to flexible-staffing environment Adopt independent work arrangements Dispelling the myth – just as productive as on-site employees Perform complex tasks faster and more accurately Convert commuting time to working time Match natural productivity output Operate in same time zones of customers Base employee performance on results Gaining back lost time More time commuting than on vacation: 245 hours a year Teleworking 2 days a week = savings 2 ½ work weeks serious alternative to commuting Decrease stress Better balance of work and family life Flexible hours Reduce travel time Decrease work related expenses Improved work opportunities People with disabilities Productivity and performance
Slide Objective : Highlight the key new functionality provided by the Mitel Border Gateway’s Teleworker Service Mitel Teleworker Service lays the foundation for a plug-and-work solution that extends the corporate network to virtually any location. It provides employees with seamless access to the voice and data capabilities of the office – regardless of whether they’re working from home, at a client site or when they’re mobile. It allows remote and mobile users to directly connect to the office and make and receive calls like they were there … using a wide range of standard Mitel IP Phones, Mitel’s Unified Communicator Advanced Softphone, and even a broad range of SIP endpoints. Mitel Teleworker also extends corporate network access to those using mobile devices or smartphones with built-in Wi-Fi capabilities. This enables mobile users to make use of VoIP over Wi-Fi when they find themselves in a Wi-Fi hotspot location. Teleworker is easy to set up and configure – there is no installation required, no training needed, employees are up and running immediately, and there is zero learning curve. Teleworker is highly-scalable – it’s suitable for small, medium and large-sized business and can manage from 5 to 5,000 users And it’s secure – the RTP provides security and privacy, it works with existing firewalls, and a VPN concentrator is included within the solution. This means remote and mobile workers can connect to the corporate network and seamlessly access the voice and data capabilities of the office using only a broadband Internet connection – a VPN connection does not need to be established. Mitel Teleworker can be configured to use a local analog line for emergency calls. So, when a user is working in a different city or a different state and need to make a 911 call … they can be confident knowing that the 911 call will be directed over the local analog line and . This ensures they’re connected to a local-area 911 operator, and not one in the city that their business extension and area code is associated to. Simplified Administration Simple to install - Plug and work from any broadband connection Support for both MiNet, certified SIP and soft-client endpoints Now supports 5550 IP console, IP Dect, Spectralink phones as well as PKMs Support for local Time Zone for MiNET phones Remote clients can now display their own appropriate time in 12- or 24-hour format. Simple Easy to set up and configure at the central site Easy to set up and install at the remote site No service visits required at the remote site Uses standard broadband connection and low-cost Ethernet router Plug-and-work design gets employees up and running immediately Zero learning curve for users, no end-user training required! Secure Secure RTP provides security and privacy Sets are authenticated based on the MAC address of set Works with existing firewalls Corporate barring and routing plans apply VPN concentrator is included within the solution Line Interface Module for emergency and local calls Line Interface Module for resiliency of broadband connection Extends employee availability and company accessibility Reduces mobile and long distance charges Ensures superior voice quality - large adaptive jitter buffer in the phone and in MBG accommodates poor quality IP connections. Provides high grade security with Authentication and Encryption of signalling and media via s ecure embedded 128 bit AES encrypted voice, SRTP Manages IP network traversal - no separate VPN required
Slide Objective: Provide an overview of the different deployment options for the Mitel Border Gateway with the Teleworker Service, and the web applications and SIP trunking Proxies Small Business Deployed on network edge with direct visibility to the Internet “ Embedded” Mitel Border Gateway Teleworker Service Medium Business Deployed on customer LAN Mitel Border Gateway provides edge services; “proxies” MAS applications
Slide Objective: To highlight the simplicity of administration across the mitel Border Gateway services (Teleworker Service, Web Application Proxy, & SIP Truck Porxy) and the Mitel Application Suite for the 3300. Note this will only be available with MAS 2.0 in the December 2009 timeframe.
Slide Objective: Highlight the resiliency of the Mitel Border Gateway’s Teleworker Service Multiple ICP Support In a network environment where multiple ICPs are deployed within the company, only one Mitel Border Gateway is required. This not only reduceds capital costs but increases network simplicity. Network Resiliency In the evnt of primary Mitel 3300 ICP failure, The Mitel Border Gateway will automatically failover to a secondary 3300 ICP. This results in no interruption in service. Mitel Border Gateway Resiliency In the unlikely event of the primary Mitel Border Gateway failing, a secondary “hotstart” MBG can provide resiliency. This ensures minimal interruption to service. Only need to license users on
Now provide support for clustering of Teleworker service on MBG across a number of nodes for high availability and scalability. This is supported for both releases of MBG and MBG for Service Providers Tested to 5 nodes per cluster Supported for MBG and MBG Service Provider (at Global GA) Each node in the cluster requires a Base license The TW service clients are licensed cluster wide (buy users once)
Slide Objective: Highlight the value of the ability to do local streaming Local Voice streaming The Teleworker Service on Mitel Border Gateway can stream voice conservations directly from one telworker phone to another without the voice path going back to the MBG server, when the voice path is contatined within a remote office location (point –to-point). The MBG server will support up to 20IP phones behind a saingle NAT router. Note media streaming is local point to point. Call signaling still goes via the 3300
MedQuist Inc. is a leading provider of medical transcription software technology and services which enable health systems, hospitals and group medical practices throughout the United States to efficiently manage clinical documentation workflow from voice capture through coding. They’re headquartered in Mount Laurel, N.J. and employ 7,500 people of which approximately 6,000 are skilled medical transcriptionists - making them the largest employer of domestic medical transcriptionists in the world. Until 2006, more than a third of the 1,500 corporate staff worked at one of 130 MedQuist offices throughout the United States. The increasing costs of leasing all of this real estate was forcing MedQuist to re-think the way it served clients. At this point in time, only 60 of their knowledge workers worked from home … and it was recommended by the organization’s IT group to consider expanding this capability to a broader cross-section of employees. Company management approved this approach, and in turn selected Mitel. They installed eight Mitel 3300 IP Communications Platforms with automatic call distribution. MedQuist also added Mitel Enterprise Manager and Mitel Unified Communicator Advanced, a unified communications client that integrates presence, secure instant messaging, audio conferencing, and video and data collaboration with the call control capabilities of the 3300 ICPs. When used in conjunction with Mitel Teleworker, MedQuist was able to transform the ‘traditional office’ and provide remote workers with seamless access to the corporate communications network. This being said, MedQuist was able to close 110 offices of their 130 offices, which drastically reduced their real estate and overhead costs. By enabling employees to work in their own environments with the tools to perform their jobs, MedQuist’s was able to increase employee satisfaction and morale, all while retaining highly valued staff. Today MedQuist have about 1,100 people working from home using the Mitel Teleworker Solution – and they’re adding more every day.
Slide objectives: Highlight the value of the Mitel Teleworker Solution CapEx Reduction Single Server Consolidation: Mitel competitors offer the same teleworker service functionality on separate servers. Mitel Border Gateway offers Teleworker Services, Application Web Proxy and SIP Trunk Proxy , along with the Mitel Application Suite on a single server to offer a rich set of UC IP applications for remote employees Secure: RTP provides security and privacy, it works with existing firewalls, and a VPN concentrator is included within the solution Resilient – MBG Teleworker Service leverages the resilient architecture of the Mitel 3300 ICP and supports multiple ICPs Leverage existing servers for clustering: Company can use any certified servers for clustering. Reduces the need / cost to go out and by new servers. OpEx Reduction Teleworker solution helps to lower the need for mobile and long distance calling. Can decrease the amount of real estate required if a % of company is located at home offices (use hoteling spots on site) Simple to use – not training required. Simply plug in “teleworker” appointed IP phone in to a broadband connection and start working. Efficiency Gains Provide employees with the tools to make them more efficient and effective when working from remote locations. Experience the zero commute. Teleworking is good for the environment in terms of alleviating traffic congestion, and lowering carbon emissions, Mitel’s Teleworker solution (phones and platforms) have been certified as being energy efficient.
Mitel Teleworker Solution Mitel Border Gateway Customer Presentation June 2009 Notes available in notes view Please see companion Mitel Border Gateway Product Presentation
Mitel Teleworker Solution “ Reduction of overhead expenses, improvement of customer satisfaction, and an increase in productivity and staff retention are a few of the many core business benefits that stem from teleworking .
Dynamic Jitter Buffering and Packet Order Handling
Dynamic bandwidth management
Road Warrior Simple. Plug-in and Work Home / Remote office Corporate LAN/WAN Public Internet Mitel Border Gateway Teleworker Service Home Router / NAT / Firewall Remote Contact Center Agent Home / Remote office Corporate LAN/WAN Public Internet Mitel Border Gateway Teleworker Service Home Router / NAT / Firewall Remote Contact Center Agent
MBG – Teleworker Service & Mitel Applications Suite Internet LAN (Server-Only) Network Edge (Server-Gateway) Internet MBG, Teleworker, & SIP Trunking Service Mitel Border Gateway Mitel Applications Suite Mitel Application Suite Mitel Application Suite Optimizing Network Fit & Cost Effectiveness
Deployed on the Network edge
“ Embedded” MBG
Teleworker, SIP Trunking Proxy*
Small Business Teleworker Service SIP Trunk Proxy Service Application Web Proxy Service
Local Apps, Remote TW Service, and 3300 user/device
Reach-Through to Mitel Border Gateway, 3300 ICP
Single Point of User Provisioning with MAS 2.0 DMZ Internet Public Private PSTN Company LAN Mitel Applications Suite Nupoint, SAA, AWC, ME, Business Dashboard, CSM Availability MAS 2.0 (December 2009) Mitel Border Gateway Teleworker , SIP Trunk Proxy, App Web Proxy
3300 ICP X PSTN Home / Remote office Corporate LAN/WAN Public Internet Mitel Border Gateway Home Router / NAT / Firewall Remote Contact Center Agent 3300 ICP HQ Second Location X Location 3300 ICP Road warrior PSTN X Teleworker Service
Allows company to attract and retain skilled employees
Allows company to interact with employees all over the country
Provides employees with a virtual and visual presence and availability at all times
Avoided real-estate costs
8 Mitel 3300 ICP’s
1200 Teleworkers (200 more planned)
Mitel Applications Suite
Contact Center with 6110 Enterprise Mgmt Server
Mitel Your Assistant (350 clients)
To enhance customer service
Retain valuable employees
Largest global provider of medical transcriptions in healthcare
The company has 10,000 employees in the U.S. and 130 customer service centers nation-wide
“ The IP system will allow us to retain the integrity of our ‘knowledge workers’ throughout the country while maintaining our employees location preference” (Lauren Johansson, Telecoms Manager)
Mitel Teleworker Solution Single Server Consolidation Secure, Resilient Leverage Existing Servers for Clustering Anytime, Anywhere Access Complete “in-office” telephony experience Zero commute Lower mobile, long distance, real estate and travel costs Plug and work simplicity CapEX Reduction OpEX Reduction Efficiency Gains