2. 2CDW — proprietary and confidential. Copying restricted. For internal use only.
CDW Overview
» Industry-leading provider of hardware, software and integrated solutions
» Founded in 1984
- Acquired Micro Warehouse in 2003
- Acquired Berbee Information Networks in 2006
» Ranked no. 5 by The Fortune 500 in Information Technology Services.
» Ranked no. 267 on Fortune’s 500 in 2012
» Sales of $10.1 billion in 2012
WHO WE ARE
3. 3CDW — proprietary and confidential. Copying restricted. For internal use only.
HOW WE DO IT
We provide full lifecycle for Cisco Unified Communications
• Presales Assessments
• Configuration
• Installation
• Managed Services
• System and Application Design Workshops
• Training
• Ongoing Support
4. 4CDW — proprietary and confidential. Copying restricted. For internal use only.
On Premise
• Over 4000 deployments in 11 years
• Cisco Unified Communications: over 750,000 IP phones deployed
Managed
• Managing Cisco Unified Communications Customers since 2006
• Currently 250+ customers, representing over 250,000 IP phones
and over 20,000 Contact Center Agents are managed by CDW
• Both on-premise and hosted deployments.
CDW Cloud
Collaboration
• Fully managed, monitored, with moves/adds/changes
• Cisco Unified Communications, shared architecture
CDW HAS BEEN PROVIDING
HOSTING SERVICES FOR
15 YEARS
CDW HAS BEEN PROVIDING
MANAGED SERVICES FOR
10 YEARS
WHY CDW FOR COLLABORATION?
5. 5CDW — proprietary and confidential. Copying restricted. For internal use only.
CDW CLOUD COLLABORATION, HYBRID, OR
ON-PREMISE
On Premises CloudHybrid
Cisco Unified
Communications
Manager
Cisco Clients
w/ Video
Conferencing w/
Video
3rd Party
Client
Support
Video
Applications
Social
Networking
IP Endpoints and Apps
6. 6CDW — proprietary and confidential. Copying restricted. For internal use only.
WHAT DOES CCC OR REMOTE MANAGED
SERVICES INCLUDE?
• Adds/Moves/Changes
• Gold-level Monitoring
- All UC Applications
- Customer Equipment:
o IP Phones
o Voice Gateways
o ASA Firewall for Phone VPN
- Items such as WAN routers and LAN switches can be
optionally added
• All Major Upgrades
• All Maintenance (SMARTnet, UCSS, etc.)
7. 7CDW — proprietary and confidential. Copying restricted. For internal use only.
Managed Services
» Two 24x7 Network operation centers
» Over 40 managed technologies
» 220 engineers (Level I, II, III)
» 6 US based Enterprise Class hosting facilities
» 3 levels of service
» Remote Managed Services
» “Your Place or Ours”
Credentials
» SSAE 16 Type II compliant
» HIPAA compliant
» PCI certified
» ITIL and SOP manual and service catalog
» Defined controls and change management
» Customized support plan per device
8. 8CDW — proprietary and confidential. Copying restricted. For internal use only.
Primary NOC:
Madison, WI
Secondary DR NOC:
Minneapolis, MN
•24x7 Staffing
•No offshore Outsourcing
•200 Engineering Support
team members
• Adds, Moves and Changes
• Additions, Deletions
• Support, Problem Resolution
24 X 7 NETWORK OPERATIONS CENTER
9. 9CDW — proprietary and confidential. Copying restricted. For internal use only.
Unified Communications
•60+ Solution Architects
•Voice
•Presence/IM
•Mobility
•Social
Video
•5 Video Solution Architects
•3 Audio/Visual Solution Architects
•Telepresence
•Digital Media Signage
•A/V Design Solutions
Contact Center
• 5 Contact Center Solution Architects
• Social Media
• Workforce Optimization
• Self Service / Application Development
COLLABORATION PRACTICE
10. 10CDW — proprietary and confidential. Copying restricted. For internal use only.
Early Field Trial
•Test major/minor
releases
•Perform testing
•Update
documentation
and deliverables
Alpha
Environment
•Train
implementation
engineers and
solution
architects
•Train operational
support staff
(managed
services team)
•Launch to the
sales
organization and
customers
•Production Pilots
with sample
customer set
Customer
Ready
•Full production
support
CDW SOLUTION ADOPTION FRAMEWORK
CDW is 1 of 6 Cisco UC Early Field Trial (EFT) participants worldwide
CDW is the only North America-based partner in the EFT
11. 11CDW — proprietary and confidential. Copying restricted. For internal use only.
CISCO UC EARLY FIELD TRIAL PROGRAM
• Plays a Critical Role in CDW’s Solution Adoption Framework
• Dedicated top CDW engineers to supporting Cisco EFT’s
12. 12CDW — proprietary and confidential. Copying restricted. For internal use only.
PROVEN EXPERIENCE - CORPORATE
Cisco UC and Contact Center rolled out to 28,000 phones and over
2500 agents across US, Asia, and Europe.
Cisco UC deployment in process scoped for 25,000 phones across
North America, Latin America, Europe, Australia and Asia
Cisco UC and Contact Center rolled out to 4,000 phones across 120
US locations.
Cisco UC rolled out 8,000 phones with 1,200 Contact Center
agents.
Cisco UC and Contact Center rolled out to 14,000 phones across
the US.
13. 13CDW — proprietary and confidential. Copying restricted. For internal use only.
IMPLEMENTATION TOOLS
• Custom implementation tools to more
efficiently implement Cisco Unified
Communications projects for CDW clients
• AXL Provisioning Toolkit
• Import Builder
• Enhanced TAPS
• CM Config
15. 15CDW — proprietary and confidential. Copying restricted. For internal use only.
Follow VVT
standards
BP
Build
DIRFUP
DESIGN
Follow VVT
standards
DIRFUP
PEER REVIEW
Client
Approves
Design
Design review
with client
Design
Corrections
& Updates
Design
Freeze
DESIGN REVIEW & APPROVAL
Submit Change
Order if there is
scope change
Functional
Tests
Install/
Configure
Weekly Status
Meetings
Follow VVT
standards
BP
IMPLEMENTATION
IMPLEMENTATION METHODOLOGY
16. 16CDW — proprietary and confidential. Copying restricted. For internal use only.
Implement Test Plan
(QA and Client Acceptance)
Customize
Detailed Test
Plan
Create Issues
List and track
issues
TESTING
Customize
Training Docs
End User
Training
TRAINING
Cutover Planning
Meeting
Cutover
Verify Cutover Check
List post Go-live
Manage Issues List
from Test Phase
Customize
Cutover Plan
CUTOVER & GO-LIVE
IMPLEMENTATION METHODOLOGY
17. 17CDW — proprietary and confidential. Copying restricted. For internal use only.
PROJECT PORTAL
Hi, my name is Jason Hays, CDW Account Executive in Arizona. I will be discussing CDW’s Cisco Unified Communications offerings. It really boils down to two key factors, options and expertise.
So, moving on to the options that CDW provides for Cisco UC. Whether its your business or ours, we can implement and fully support all of your Cisco UC needs.
All of the Cisco UC applications we’ve talked about for an on-premise solution, can now be delivered from the Cloud: CDW Cloud Collaboration. It’s an efficient way to use the power of the cloud to effectively deliver collaboration applications to your enterprise. It allows them to access the solution anywhere, anytime, on any device. You get the same features as you’d expect from an on-premise solution, but the flexibility that frees up your IT staff to work on other initiatives. Delivered on a virtualized architecture, it enables collaboration services without compromising security, flexibility, management or application functionality.
For expertise, our UC practice is deep and wide covering all aspects of Cisco UC including voice, video and contact center. CDW’s Collaboration Practice is broken down into three areas. Unified Communications, Video, and Contact Center.Unified CommunicationsOur Unified Communications team, made up of over 60 Solution Architects, focuses on Voice, Presence, IM, and mobility.We have over 11 years of experience delivering Unified Communications and have done more than 4000 projects.VideoWe have a dedicated team of Video Solution architects that focus on Telepresence, Digital Media Signage, and advanced Video and room design. The goal of our Video Solution architects is to infuse Video into your organization’s overall Collaboration strategy.Contact Center CDW has 11 years of Contact Center Consulting and Professional Services experience. Nothing is more important to an organization than delivering consistent Customer Care. Our Contact Center Solution Architects’ number one focus is to develop a solution that empowers your organization to take your customers experience to the next level. Whether that’s communication with them over the phone, via the web or email, or through Social Media. CDW also has a team of Contact Center Analysts that deliver our Contact Center Assessments. These Assessments focus on the operational side of your Contact Center up front, and work with CDW’s Contact Center Engineers to layer in the technology needed to deliver on your customer service objectives.
Also a note on our expertise, CDW was voted best in class for the EFTs for the last three releases starting with 7.x through 9.x. We actively participated in 10.x but the awards have not been released yet. Five years ago, CDW worked with Cisco to align our Solution Adoption Framework to their Early Field Trial program. CDW’s commitment of dedicated resources to testing Cisco’s Collaboration Software and Hardware has allowed us to be one of 6 participants in this program world wide. Its important to note that while many Cisco partners participate in “beta” programs where they get software 30 days before release, CDW stands apart with our participation in the EFT program where we typically receive software/hardware up to 12 months before release. Because of this program, we’ve build our Solution Adoption Framework around the EFT program with the sole purpose of minimizing risk for our customers.CDW has been recognized by Cisco, three year in a row, as being the top contributor of feedback in the EFT program.Next we’ll take about our Solution Adoption Framework.
Proven experience on projects from large to small. The key is a consistent approach and methodology across all of our projects no matter how big or small.
CDW is committed to delivering a consistent solution to our customers. We have a dedicated group of application developers focused on developing tools that enable our engineers to focus on the strategic areas of the implementations as opposed to data entry.
A SharePoint portal is built for every UC implementation. This portal is accessed and utilized by both CDW and the Customer. The portal is left up indefinitely, so it can be used for future upgrades and implementations. The Customer retains access to this site indefinitely, as well.
