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- 1. Open Video Communications The Learning Group © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 2. Verizon Proprietary and Confidential VERIZON PROPRIETARY AND CONFIDENTIAL This document and any attached materials are the sole property of Verizon and are not to be used by you other than to gain knowledge necessary to performing your job as a Verizon employee. This document and any attached materials are FOR INTERNAL USE ONLY, and should not to be disseminated, distributed, or otherwise conveyed to anyone outside of Verizon. ________________________________________________________________ The Verizon and Verizon Business names and logos and all other names, logos, and slogans identifying Verizon‟s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. 2 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 3. Housekeeping • Download and print the Participant Guide and notes for useful reference • Complete the course exam to receive course credit • Provide your feedback by completing the online survey • Email follow-up questions and comments to the instructor – David.Laney@one.verizon.com 3 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 4. Course Goal Upon completion of this course, the participant will be able to define Open Video Communications solution to position the service with customers. 4
- 5. Course Sections Section 1: Visual Communications Marketplace Section 2: Open Video Communications Components Section 3: Positioning Section 4: Processes Resources 5
- 6. Section One Visual Communications Marketplace Overview Month Year For Internal Use Only © 2008 Verizon. All Rights Reserved.
- 7. Section One Objectives • Upon completion of this section, the participant will be able to: – Describe the visual communications marketplace 7
- 8. Video Conferencing - A Required Tool A UCLA study suggests that as much as 93% of communication is non-verbal • Visual communications is becoming the critical element that allows businesses to work as a team by removing the time/distance barrier – Meet face to face – Enable natural communications – Enhance business process – Develop better working relationships • Personal relationships are a key component in driving business performance – Video builds 90% higher level of trust – Confusion and misunderstanding are reduced by 81% …that means companies not using visual communications are working blindfolded 8
- 9. Video Conferencing Market Sizing and Trends • Immersive Video Conferencing worldwide revenue grew 24% to over $2.9b in 2010 • Worldwide Enterprise Network spending – Growth of 8.7% - stronger than 3.8% growth in 2011 – VIDEO IS THE MAIN DRIVER FOR NETWORK UPGRADES • The market for video services continues to be strong with an 18.5% CAGR from 2010 to 2015. • The video bridging global revenue alone exceeds $150m annually • Managed Conferencing services forecasted growth of ~20% from 2009 – 2014 9
- 10. Collaboration Tools Are Continuing to Evolve When Collaboration Tools Value First meetings, final contracts In Person Most impact • Critical negotiations • Expanded user base between business partners INTERACTIVITY • “Life-like” images • Cross-cultural Room-Based HD & Wireless PRODUCTIVITY communications Visual Communications • Greater business efficiency • Access to field experts Faster, more Relationship building SD Video Conferencing informed decisions Detailed explanations Audio & Web Conferencing More data Quick, short messages IM Instant Standard communications Voice Familiar Not time critical E-mail Pervasive 1 0 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 11. Current Challenge: “Islands of Communications” Customer B Customer C Verizon Video Corp Corp Exchange HQ HQ Public IP PIP/MPLS PIP/MPLS 4G Wireless PIP/MPLS BT MPLS Customer A - Verizon MPLS Verizon MPLS Desktop a Bus Partner Tablet Work at Home of Custs B & C Field SME PIP/MPLS PIP/MPLS Corp PIP/MPLS How to support users with HQ BT Video different devices, behind Exchange different networks, PIP/MPLS connected to different exchanges? Field Field Office Office 1 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 12. PROPERTIES On passing, 'Finish' button: Goes to Next Slide On failing, 'Finish' button: Goes to Next Slide Allow user to leave quiz: After user has completed quiz User may view slides after quiz: At any time
- 13. Section Two Open Video Communications Components © For Internal UseRights Reserved. 2009 Verizon. All Only Last updated May 2012
- 14. Section Two Objectives • Upon completion of this section, the participant will be able to: –Describe the components of Open Video Communications 14
- 15. Announcing Open Video Communications • Available for sale as of May 14th • External kick-off June 4th • Significantly enhances current Immersive Video solution to include: – Open standards based end points – Interoperability – Connectivity to the public internet – Instant video capabilities – Flexible Pricing model • Delivers features no other carrier can support today • Analysts believe Verizon has the right long term strategy
- 16. Open Video Communications 2011 2012 Cisco TP System Cisco Cisco TP System TP System Open Std Soft client Polycom Tandberg Customer Customer Customer Customer Tandberg A B A B Customer C VIVE VIVE Public Internet MPLS MPLS Remote User Tata Communications Cisco‟s Exchange Tata Communications Cisco‟s Exchange Cisco Cisco TP System TP System Customer Internal C Rooms Cisco Cisco TP System TP System • Pricing Telefonica BT • Usage only Cisco Cisco • MRC for end points supported with TP System TP System proactive management • Pricing • Supported End Points • MRC for all end points Orange • Cisco TP • Usage • Tandberg • MRC for end points supported with Cisco TP System • Polycom proactive management • Other open standards. end points • Supported End Points • Cisco TP © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 17. Key Service Updates Immersive Video Conferencing Service Open Video Communications Services Cisco Endpoint Support Open Platform (Cisco, Tandberg, Polycom) Private IP Access Only Public and Private IP Access Reserved Conferences Only Reserved and Instant Meeting Support Cisco Only Network Architecture Multi-platform Network Architecture Boardroom Focused Desktop, Boardroom, Remote Focus 17 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 18. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 19. Service Options When considering our Open Video product, customers can subscribe to: Open Video Hosted Bridging Service Supports B2B calls for customers who are members of VZ‟s Open Video exchange Supports intra-company, multipoint calls for customers who have not purchased bridging equipment and/or require inter-op capability between Cisco and Standards-based endpoints Provides robust and flexible Directory Options Service levels: – Standard – minimal attendant support – Premier – full attendant support for call launch and call management – Instant – reservation-less, unattended service Premier Plus Managed Service Ensures the operational readiness of the customer‟s video conferencing environment – VZ partners with York Telecom to provide 24x7 monitoring of customer‟s endpoint &/or infrastructure equipment – VZ‟s VNOC/VHD serves as the customer‟s first and only POC – Provides software updates and release changes Open Video Hosted Bridging Service + Premier Plus Managed Service Ideally, we want customers to use our bridging service AND let us manage their video conferencing environment 19 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 20. A Complete Video Conferencing Solution Premier Plus Managed Service Premier Plus + Features Managed Service Open Video Service Call Scheduling – via Portal (VZ Hosted Svc) X Call Scheduling – via Phone (VZ Hosted Svc) X Call Launching: OBTP / Attendant Svc / Instant Video X Inter-Operability - Cisco to Open Standards B2B X Attendant Call Hosting & Monitoring X Call Scheduling - on Customer’s CPE1 X X Usage & Trouble Reporting2 X X 24x7 Monitoring of Endpoint/Infrastructure Equipment X X Remote “Break/Fix” Support X X Dispatch for On Site CPE Maintenance X X Tiers 1, 2 & 3 Incident Management X X Software Updates / Release Management X X System Performance Reporting X X 1 Capability depends on level of integration desired. 2 Level of Call Detail reporting will be determined following review of customer-provided equipment . Premier Plus Managed Service can be provided with Verizon‟s Open Video service, or purchased separately. © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 21. Select the “Call Experience” Standard Service Description Benefit 24x7 support for questions and issues Help Desk Support (incidents) On the spot resolution of issues • Participant endpoint check Pre-Call Readiness • Fewer call mishaps • Troubleshooting, if required Check • Faster end user adoption • VNOC Attendant available to the call leader • Helps manage usage across the enterprise Call Level & Service • Provides ROI proof points Provides monthly service and usage data Reporting • Facilitate network planning/capacity analysis Premier Service* Description Benefit Provides best overall experience for Meeting Manager Provides call plan/execution requestor, leader & participants • Provides “meet & greet” service Increased productivity due to meetings Attendant Support • Available for call duration running more efficiently • Confirms all participants are connected • Fewer call mishaps In Call Monitoring • Monitors call for issues • Faster end user adoption Instant Meetings Description Benefit Reservation-less • Provides Leader and Participant pass codes Enables convenient on the spot Service • Launch calls without prior scheduling collaboration and decision-making * Includes all “Standard” level features 22 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 22. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 23. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 24. Directory Options Many Three Types of Directories Available Internal Customized to support the level of Directory privacy you desire... • Lists all sites that are registered with Business Number of Verizon Sites Listed Partner • Only visible to Directory Customer and Verizon • Subset of Internal • Allows all Directory Public internal users • Shared only with Directory to see all sites trusted Business Partners • Sites that are • Not visible to visible to all any Exchange • Not visible to members of the members other Exchange Exchange Few members High Level of Privacy Low 25 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 25. PROPERTIES On passing, 'Finish' button: Goes to Next Slide On failing, 'Finish' button: Goes to Next Slide Allow user to leave quiz: After user has completed quiz User may view slides after quiz: At any time
- 26. Section Three Positioning © For Internal UseRights Reserved. 2009 Verizon. All Only Last updated May 2012
- 27. Section Three Objectives • Upon completion of this section, the participant will be able to: – Define the value proposition to position the Open Video Communications solution 28
- 28. Why Verizon? Carrier Grade Network / Robust Video Platform / Service & PS Support Better Customer Experience Tandberg Cisco UC Server TP System TP System UCM, OCS IBM Lotus Global network reach Tandberg Open Standards Based HD System HD Room IP Video Wireless VPN A VPN B Bridging Open Video Interoperability between Exchange Open Standards and Cisco TP MPLS Support for devices on PIP/ MPLS or Internet FIOS Other Carrier HD Instant Meeting Exchanges Service Positioned to leverage Managed Services cloud based platform to enable any to any Visual Communications Professional Services connectivity
- 29. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 30. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 31. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 32. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 33. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 34. PROPERTIES On passing, 'Finish' button: Goes to Next Slide On failing, 'Finish' button: Goes to Next Slide Allow user to leave quiz: After user has completed quiz User may view slides after quiz: At any time
- 35. Section Four Pricing and Processes © For Internal UseRights Reserved. 2009 Verizon. All Only Last updated May 2012
- 36. Section Four Objectives • Upon completion of this section, the participant will be able to: – Identify the pricing and processes associated with Open Video Communications 37
- 37. Open Video Flexible Pricing Open Video calls are charged on a per minute of use basis according to the following: “Pay As You Go” and • Duration of the call only for what you use • Connecting speed (bandwidth used by the participating endpoint Devices requiring less • Level of Concierge service chosen (for Scheduled bandwidth pay lower calls): Standard or Premier rates – broader participation/better Instant Meeting rates reflect the convenience of a ROI reservation-less, unattended service. No set-up fees for Premier Plus Managed Service is charged initial on-boarding monthly based on the type & quantity of endpoints that are Managed All-in-one pricing for • No additional monthly fees for Management of Managed Service infrastructure devices (bridges, gatekeepers, etc.) 38 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 38. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 39. Contract Specifics • Typically the Open Video Communications Service Attachment will serve as an addendum to an enterprise customer‟s Master Service Agreement – Pricing for Open Video and Premier Plus Managed Service is included in the Service Attachment – there is no separate Service Guide – Customer may contract for something other than “list rates” • Effective with launch of Open Video, no new Immersive Video contracts – IMV service is “grandfathered” to current customers • Customer must sign an Open Video contract to use the Open Video Hosted Bridging service or Premier Plus Managed Service – Existing Traditional (Legacy) Video and/or Immersive Video (VIVE) customers will not automatically migrate to Open Video service • High level “Customer Responsibilities” are included in the Open Video Service Attachment • Early Termination fees will apply for customer‟s subscribing to Premier Plus Managed Service 40 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 40. PROPERTIES Allow user to leave interaction: After viewing all the steps Show „Next Slide‟ Button: Show upon completion Completion Button Label: Next Slide
- 41. PROPERTIES On passing, 'Finish' button: Goes to Next Slide On failing, 'Finish' button: Goes to Next Slide Allow user to leave quiz: After user has completed quiz User may view slides after quiz: At any time
- 42. Activity Exam and Survey – Learning Home 1. Click on the course title as it appears in you’re My Learning (Current and Planned) transcript. 1 2. After clicking on the course title, click on the Launch icon to take and complete the Exam. You can also click on a separate Launch icon to complete the Course Survey. 2 43 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 43. Thank you david.laney@one.verizon.com The Learning Group © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 44. Further Resources • Global Product Availability: – Insite/Product Availability Matrix – https://insite.mcilink.com/ProductMatrixForm.aspx • Ask Products – http://askproducts.vzbi.com/ • Export Compliance: – Insite/Products/Programs and Tools/Export Compliance • Global Market and Competitive Intelligence – http://intelligence.vzbi.com 45 © 2009 Verizon. All Rights Reserved. Last updated May 2012
- 45. Appendix © 2009 Verizon. All Rights Reserved. Last updated May 2012
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Editor's Notes
- One of the biggest challenges in video adoption is the ability to communicate beyond the four walls of your business. While technical advancements have improved the quality of the video experience; and desktop and handheld devices now have the ability to quickly become video-enabled – there are still obstacles to bringing a vast base of disparate users together – both internally and across partner companies. High device turnover, carrier-specific exchanges and a wide array of access options contend with each other to create “islands” of users.Enterprise customers want to maintain the security and efficiency inherent in their LAN and WAN solutions, but they also want the flexibility to communicate with employees outside their VPN, and with key business partners across VPNs.SMB customers want to leverage the lower cost video solutions now available, but expect the same degree of flexibility they currently enjoy with other conferencing solutions.
- Verizon’s initial Immersive Video Conferencing Service faced a limited market opportunity because its proprietary, “Cisco only” nature, coupled with the fact that less than 20,000 Cisco video terminal endpoints are now in use today. The offering was also late to market, making it difficult to build a customer membership base necessary in establishing a private video communications exchange. Still, Verizon is now experiencing a significant amount of demand for video communication services as collaborative work tools have now solidified their value within the corporate enterprise marketplace. Verizon’s new Open Video Communications service offering carries a much greater market potential with more than 2 million open standards-based video endpoints currently in use, and closes a number of service feature gaps that limited the success of the earlier service offering. The new Open Standards offering includes several new service enhancements that significantly increase its customer benefit potential. Unlike the earlier offering that only supported Cisco CTS terminal endpoints, the new offering supports endpoints offered by Cisco, Tandberg, and Polycom, and Lifesize, as well as most standards-based endpoint platforms. The service is accessible from both the public Internet and Private IP networks, and now supports the same “Instant Meeting” call type that customers have long since enjoyed when satisfying their audio and net conference needs. These features are available as a result of multi-platform upgrades to the Verizon Open Video Communications Network, which also allow the service to support both traditional boardroom and newer desktop video conferencing applications.
- SPECIAL NOTE: Verizon’s Premier Plus Managed Service offer is provided as a “white label” service through a partnership with York Telecom. Simply stated, Verizon’s VNOC provides “front-end,” first point of contact and help desk support, while York Telecom provides the “back-end,” 24x7 monitoring and management services. In initial customer discussions, we should always present Premier Plus as a Verizon offer, and avoid discussing York’s involvement. If discussions proceed to “how is the monitoring done” and “what network connectivity is required,” then it may be appropriate to explain our arrangement with York.The Open Video platform and VNOC will help customers schedule and launch intra- and/or inter-company calls that include both Cisco and open standards endpoints.As part of Open Video service, we will also be expanding “managed service” support to cover standards-based equipment. (Note: Verizon has provided “managed” support for Immersive (Cisco) environments since April, 2011.)We provide 24x7x365 monitoring and incident support through our VNOCs in Chicago and Cedar Rapids, Iowa. Incident Management: Our technicians detect and report problems “proactively” – while equipment is idle; and, “reactively” – when a conference participant reports a problem during a call. Some problems can be diagnosed and fixed remotely. If on site support is required, VNOC will coordinate the dispatch of the customer’s 3rd party maintenance provider.Problem Management: VNOC will capture recurring system performance and error data, and perform root cause and trend analysis. Remediation and possible resolution procedures are documented. VNOC will work with the manufacturer to implement preventive procedures and monitor the fix to prevent recurring errors.Software Updates & Release Management: Verizon coordinates the downloading of software updates to correct known problems or improve system performance; Downloads will be performed during off business hours to prevent service disruption. Release changes – which may provide enhanced features – are provided as part of the service and will be implemented according to a “change management process” negotiated with the customer.
- Slide Notes Cont’dReporting: Monthly incident reports with detailed ticketing information are available and delivered through your account team. Usage data includes call information from conferences hosted on Verizon’s Open Video exchange ANDfrom calls hosted on customer’s equipment. Site utilization reports help determine where the service is being used, and where adoption efforts should be undertaken.Previously, Verizon’s managed service offer supporting Cisco Telepresence was bundled with our Immersive Video Conferencing Service (sometimes referred to as “VIVE” B2B service). In other words, we did not have a standalone offer supporting video equipment management. With the launch of Open Video, our Premier Plus managed service offer is available separately. Customers do not have to subscribe to our Open Video exchange service to purchase endpoint & infrastructure monitoring/management.In addition to the services mentioned above, this slide points out that Verizon’s Premier Plus solution will provide “Scheduling” support. Enterprise customers with a medium to large number of video calls may purchase and maintain bridging equipment to host their internal, multipoint calls; i.e., those that are not inter-company B2B. Calls hosted on customer-provided equipment would not be supported by Verizon’s VNOC.However, in some cases, these customers are seeking some level of concierge/”white glove” support; specifically, they are looking for someone to: Schedule calls on their customer-provided bridges; Provide “meet & greet” service when this type of internal call – particularly those involving C-level executives – is launched; Passively participate for the duration of the internal call.Based on the level of scheduling support required and volume of calls expected, Verizon will provide some level of scheduling and concierge support. This will need to be discussed during the pre-sales process.Also, while we are able to pull Usage/CDR information on internal calls hosted on customer-provided equipment, exactly how much detail we can provide will depend on the equipment the customer is using, the release level(s) of those devices, and the customer’s willingness to provide access to devices capturing call information.
- Bridging the “islands of communications” requires subscribers to know who else they can reach, and Directories are becoming an increasingly important part of a video solution. Verizon offers three types of directories available through our e-meetings portal. The directories are made available to all customers and everyone is listed within them unless the customer specifically opts out.Internal DirectoryAn internal directory lists all the end points a customer has registered with Verizon. The customer may have other end points but this list represents all the Verizon known end points. No one but the customer and Verizon sees this list of available end points within e-meetings.Business Partner DirectoryCustomers using the ***VERIZON IMMSERVE VIDEO EXCHANGE*** platform are often trying to reach other companies with whom they do business. Customers can define special relationships with companies to provide them access to see and schedule selected rooms. If Company X and Company Y identified each other as business partners, then they will see a sub-set of each other***’***s rooms that have been identified as business partner rooms. Company X could take a sub-set of its internal directory and make that list available only to its business partners and internal users. The business partner, Company Y, will have the ability to reserve and schedule the other company’s room. Once a business partner relationship is identified, the customer will need to “opt out” the rooms they do not wish to be seen. This list will be consistent across all business partners. Again, the list will be made available in e-meetings. However, the customer has the option to “hide” these rooms requiring the partner to call the operations center to set up a call. Public DirectoryThe last directory option is the public directory. All Verizon Video customers have access to scheduling meetings with public directory rooms. However, this directory is not available to the public at large. Customers can identify any number of rooms to be available within the public directory. If identified as a public room, any other Verizon video customer can reserve and schedule the room. Marketing expects customers will elect to only have a small sub-set of their rooms identified as public. Those rooms not identified as public can still be used for inter-company meetings. The only requirement is that a company must schedule their own non-public rooms. However, it can prove useful to companies to communicate with other companies that they do have the capability to meet via video. If Company A wants to meet with Company B in a New York room but Company B only identifies a public room in Boston, it still indicates to Company A that it might be a possibility as they do not see all Company B’s rooms. Customers must “opt out” the rooms they do not want to make public at the time of provisioning. The purpose is to promote the concept of using the public directory ***FOR*** greater utilization of the customer asset.
- With Open Video, Verizon will introduce a Usage-based pricing structure that is similar to what is currently offered today with our Legacy Video Conferencing product.Participants will pay a per minute of use rate based on: 1) call length; 2) the speed/bandwidth the participant is using to connect to the call; and 3) the service level chosen – Standard, Premier or Instant. Important Note: Customers select a service level for every call – they’re not locked into a particular level – and therefore have the option, for example, to select Premier level, “white glove” support for C-level calls. (See Slide 7 for a high level explanation of the service levels.)The bandwidth tiers for all service types are: - Up to 6Mb - 6Mb+ to 12Mb - 12Mb+ to 18Mb - 18Mb+ NOTE (not for discussion with customers): The bandwidth tiers listed above are aligned with the number of ports that are used when provisioning calls on the Codian 8710 bridge. One port = 6Mb.The following devices will typically connect at less than 6Mb: - Single codec (single screen) room-based devices (CTS 500, CTS 1xxx, Tandberg MX200) - Desktop conferencing units (Tandberg EX 90) - Laptop using soft client appsThe following devices will typically connect at 12Mb+ to 18Mb: - Multi-Codec (three screen) room-based devices (Tandberg T3, CTS 3xxx)Our Premier Plus Managed Service monthly recurring charges are based on the type of endpoint device we’re managing – two rates for Cisco endpoints (single and multi-codec) and one rate for any standards-based (Tandberg, Polycom, Lifesize, etc.) endpoints.Note: It is important to emphasize that Verizon does not charge separate monthly recurring fees for infrastructure devices we may be asked to manage (bridges, gatekeepers, etc.). Many managed service providers have separate charges for this equipment