The document summarizes a webinar on managing and optimizing unified communications and contact center environments. The webinar covered: key challenges in managing complex communications technologies, core components of effective management like monitoring and support, options for managing technology internally or outsourcing it, and steps to develop a successful management and optimization plan. The presenter emphasized that management and optimization should be a strategic priority alongside the initial technology investment to maximize benefits like uptime and user experience while controlling costs.

1. SEPTEMBER 2012 W EBINAR:
M AN A G I N G & O P T I M I Z I N G Y O U R
U C & C C E NVIRONMENT
P R E S E N T E D B Y R I O R D AN M AY N A R D
CEO TOUCHBASE

2. AGENDA
• Introduction & Set Up
• Background
• Key Challenges
• Core Components
• Options & How to Get it Right
• Q&A

3. INTRODUCTION & SET UP
• Who is Touchbase?
• Why this topic?
• What outcome should you expect?

4. TOUCHBASE O VERVIEW
OVERVIEW
• Global Technology Services Company
• Specialized in Collaboration & Contact Center Technologies
• Heritage in Legacy Platforms
• Proven & established services methodology to maximize the return from technology
• Help mid-size National & Multinational Companies to Design, Deliver and Optimize new
technology nationally and across the world
• Our clients employ between 1,000 and 50,000 people worldwide
• Worked with over 1,000 organizations across 60 countries in the past 18 years
• Absolute focus on solution value, exceptional execution and ongoing client satisfaction
• Significant collaboration integration capability around all enterprise applications
• Management & Optimize at the core of what we do for clients
THE DIFFERENCE
• Specialist
• Global Coverage
• Proven Capability
• Culture
• Clients

5. WHY THIS TOPIC?
• Investment in communications technology is significant
• Major focus at point of investment on the technology and how it is applied
• Management & Optimization often an after thought
• Should be at the core of the decision making process
• Makes the difference between success & failure

6. WHAT OUTCOME SHOULD YOU EXPECT?
• A greater understanding of the importance of Management & Optimization
• The options available to you to manage your communications technology
• Some Best Practice / Tips that should be considered by all companies
• A follow up and free of charge M & O Audit

7. BACKGROUND
• The communications technology environment is more complex than ever
• Proprietary systems from box to device no longer exist
• Significant interdependence between Transport, Processing & Application
• Rapid move to device & operating system independence – true mobility
• Broader & more complex portfolio of communications applications & tools
• Constant pressure on operating costs
• Increasing user demands and expectations
• More dynamic operating environments
• Fast changing and developing skill requirements
In summary the challenges are the same but the environment is vastly different

8. KEY MANAGEMENT & O PTIMIZATION C HALLENGES
• Maximize Uptime
• Keep the Technology Current
• Deliver an Exceptional User Experience
• Control Costs

9. C ORE C OMPONENTS
• Exceptional End User Helpdesk
• Amazing Technical Support Desk
• Proactive Monitoring
• Vendor Escalation
• Parts Replacement
• One Point of Accountability
• Regular Value Reviews
• Regular Optimize Briefings
• Dedicated Client Engagement Manager
• ITIL Based Methodology

10. ADDITIONAL FOCUS AREAS
• Tight Service Level Agreements
• 24x7x365
• Current Skills
• Knowledge Database
• Upgrade Diary
• Test Failover & Redundancy
• System Configuration Audits
• Effective Change Management Process
• Patch Management
• Clear Incident Reporting Process
• Clear Escalation Process
• Centralized & Up to date documentation
• Constant Honest Communication
• Root Cause Identification & Documentation

11. OPTIONS TO MANAGE YOUR TECHNOLOGY
• Do it yourself
• Have someone else do it for you
• Do a bit of both

12. H OW TO GET IT R IGHT
1. Full Audit of your Current Management & Optimization Situation
2. Map against Best Practice
3. Construct Gap Analysis / Requirements Schedule
4. Analyze Delivery Options
5. Execute through Partner Selection or Internal Resource, or both
6. Review against requirements every quarter

13. A SUCCESSFUL M&O PLAN D ELIVERS
• Maximum Uptime of the Technology
• Current & Aligned Technology
• Ecstatic Users
• Cost Efficiency

14. THANK YOU
Management & Optimization is at least as important as the technology you
choose to invest in
Treat it as a strategic and operational imperative and the benefits are significant
Touchbase would love to help with a free Management & Optimization Audit
Thank you for listening

15. Q & A

16. T HANK YOU