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					Unified Communications
Benefits, Considerations & Realities
Agenda
•   Government Business Challenges
•   Business Benefits of Unified Communications
•   Government Solutions with Unified Communications
•   A New Architecture for Government Communications
•   Session Initiation Protocol – the “Glue” for UC
•   Unified Communications – Planning for Success
•   UC Case Study-University of Washington
•   UC Case Study - Stevens County
•   Migrating UC to the Data Center
Judy Blinn: Senior Account Manager, Public Sector
Roger Junkermier: President

•   Cerium Networks established October 2000
•   Core Business
     – Unified Communication Solutions: “A solution-
        based approach to unifying telephony, instant
        messaging, presence, video, collaboration, and
        conferencing”
•   100+ Technology Professionals
•   7 Offices in the Northwest
•   Unique Value
     – Technology Professionals
     – Strategic Alliances
     – Business Practices
Increasing Complexities …


   How can I do      How can I REMAIN         How can I do 12
   MORE WITH LESS?   PRODUCTIVE when          HOURS OF WORK in
                     I'm out of the office?   only 8 hours?



   I need to         I want government to     I don’t need more
   MOVE FASTER.      WORK THE WAY I           information, I need
                     WORK.                    KNOWLEDGE!




                     I want 24-HOUR
                     ACCESS to services.
… and their Impact on Government


   How can we                We need to be able to     We need cost-effective
   CONTAIN COSTS?            SHARE RESOURCES with      ways to INVOLVE
                             other agencies.           CITIZENS.



   We need to do more with   We need to make            We need to CHANGE
   our EXISTING STAFF        BETTER DECISIONS           THE STATUS QUO.
                             FASTER.




                             We need to be prepared
                             for all kinds of EVENTS
                             AND EMERGENCIES
Business Challenges Faced By Government

                      • Simplify citizen access to government
      Improving       • Provide additional communications channels
    Citizen Service     for citizen access, e.g. web sites, IVR access
                      • Balance between responsiveness and service costs



                      •   Continued pressure to reduce network
   Managing within        and telephony expenses while improving productivity
    Constrained       •   Projects need to show clear benefits/ROI
      Budgets
                      •   Complying with policy mandates (i.e. Green, e911, etc.)


  Providing Safety    •   Citizen and employee safety a high priority
   & Operations       •   Communications interoperability between government entities
     Continuity       •   Focus on continuity and disaster recovery

                                            6
Challenges in Government are driving….


  • Stronger case for IT consolidation &
    virtualization
  • More collaboration and shared services
  • Service delivery productivity and
    operational efficiency investments
  • New methods for cost reduction, shift
    from capex to opex, managed services,
    cloud computing, procurement
    management
Changing the Way We Work
                                                  Collaborative Tools
                                           Text                             Voice, Video
                           Many
                                                        Social Networking
                                                                                      Video on
            Stakeholders


                                                                                      Demand
             Number of




                                  Discussion Forums                         Unified
                                                                            Communications
                                       Wikis         Blogs       Contact
                                                                 Center

                                      Email                               Conferencing
                                                         IM
                                                                               TelePresence
                                   Documents
                           One




                                                                    Vmail

 “Unified Communications capabilities have enabled us to save thousands of taxpayer dollars in infrastructure. At the same
  time, we are helping the department achieve its mission and deliver better service to Alabama residents.”
                                       — Gene Hill, County Support Manager, Alabama Department of Health
Benefits of Unified Communications
  •   Productivity Gains
  •   Efficiency Gains
  •   Infrastructure Savings
  •   Reduced Footprint
  •   Disaster Recovery Improvements
  •   Ease of Administration
  •   Remote Access to Business Systems
  •   Expansion of Citizen Service
Improving Citizen Service
                                       Enhance Citizen Experience
                                          • Consistent access to government
       Citizen Benefits                        Multi-channel/Multi-device
                                               Citizen choice
                                          • Speech and web self service
                                          • Increase productivity of agencies
                                          • Increased first-call resolution
      WEB                                 • Real-time access to knowledge
            UC Core                       • Closed-loop communication
                  Self Service            • Proactive citizen outreach
                     Portal
                                       Reduce Costs
                                          • Consolidation of resources increases
                                            productivity & efficiencies
                                          • Leverage experts across all agencies
                                          • Shift from agent to self-service options
                                          • Application sharing across agencies


                                 10
Managing Within Constrained Budgets
                                             Consolidated Communications
                                               •   Consolidation of networks
       Controlling Costs                       •   Unified communications & messaging
                                               •   Consistent features/functionalities
      Shared Applications                      •   Connect remote agencies
                                               •   Collaboration improves productivity
                                               •   Government-wide reporting & analytics
                            Trunking
                                             Mobility & Remote Workers
             Avaya
             UC Core
             AuraTM                            •   The same applications and number wherever
                                                   people go
                                               •   Remote workers reduce infrastructure costs
                                               •   “Green” grant funding opportunities
                                             Shared Applications
                                               •   Combine budgets to move to new technologies




                                       11
Providing Safety & Operations Continuity

                              E-9-1-1
                                 •   Federal regulations will get tougher
            Safety               •   Consolidation of networks & architecture increase
                                     the complexity of 9-1-1
                              Notification Solutions
                                 •   Emergency & non-emergency
                                 •   Internal notifications
                                         Event or resource based
            Avaya
           UC Core
                                 •   Outreach to citizens
                                         Event or geography based
                              Communications Continuity
                                 •   Disaster recovery options
                                        Distributed across state/county/city
                                 •   Remote/teleworker solutions
                                 •   Mobile communication solutions



                            12
Government Solutions
Enhance UC with Multi-Media Communications
• Enable click-to-call directly from
  unified communication client.
• Allow mash-ups of government
  applications such as maps, floor
  plans, directions and timings        Campus Map


  within UC Desktop
Enable Citizen Services with Video
• Video self-help and wait-treatment
• Live 2-way video collaboration
                                 Self Service
                      Citizen
                     initiates
                     query for
                    service or
                   information
                                      2-Way
                                    Conference   Agent share:
                                      Video       Video
                                                  Documents
                                                  Web Pages
Interactions are Changing
No Single Interaction Channel: Need to be Proficient in all Channels




   Source: Webtorials Editorial/Analyst Division
Social Media Integration
                        Scan and process events from social media using Contact
                        Center infrastructure

             Standard                         Enterprise Contact Center
              Media
                          Inbound
                           Contact
                                             Contact            Managed
                                             Routing            Agents &
                                                                 Experts
                         Social
             Social      Media
            Networks    Manager




               Web
Customer Service
Enable Exceptional Customer Service
 Contact Center
   •   Unified agent desktop
   •   Social media integration
   •   Video enabled agents
 Voice Interactive Response
 Proactive Outreach
Proactive Outreach
Reminders and Collections
  Automated outbound agent                      Use Cases in Government

                                       • Outage notifications and bill reminders
  Preempts and reduces delinquency    • Emergency medical services (EMS)
                                         collections
  Voice, SMS, email contacts
                                       • Revenue collections

  Credit card payment, account        • Fine collections
                                       • Tax collections
    withdrawal, promise to pay
                                       • Court fines
  Campaigns created                   • Reminders

  Voice Portal and Media Processing
    Platforms
Business Challenges Faced by
Government: The Evolution of Technology
                      Legacy Utility                     Converged Facilities                         Business Enabled Services
 Infrastructure



                                                                                                            SIP- Enabled Services
                            TDM & Analog                           TDM, Analog, & IP                  • Integration of non-heterogeneous
                                                                                                        systems
                      • Switch-specific administration       •    Heterogeneous integration           • Core Trunking and tail-end hop-off
                      • Site specific dial tone              •    Enterprise dial plans               • Networked messaging
                      • Separate voice and data              •    Site specific applications          • Centralized multi-vendor services
                        services                             •    Integrated voice/data               • Network-available application services
                      • Limited wireless and mobility        •    Basic IP presence services
                        (voice or data)                                                               • Enterprise-wide consistent services &
                                                                                                        function
                                                                                                      • Borderless connectivity & services
                                                                                                                 User-Centric
 Applications




                                                                                                      • Enterprise mobility (voice, data, apps)
                         Network - Centric                        Organization - Centric              • Social Network integration
                                                                                                      • Integrated skills based call routing
                  •    IVR “agency specific” gateways    •       Standalone video services            • Proactive call center applications
                  •    Uni-directional speech access     •       In-building mobility (voice, data)   • User specific services & control
                  •    Voice mail                        •       Site-dependent collaboration         • Device independent information acquisition and
                  •    Asynchronous Messaging            •       Reactive contact center services       access
                                                         •       Call control                         • Device, Application, and System (e.g., CRM,
                                                         •       Number portability                     GIS,) integration
                                                         •       Asynchronous messaging               • Context based messaging
                                                                                                      • Real time, synchronous messaging


                                                                                    19
UC as an IT priority




                       20
But adoption hurdles still continue…




                                       21
UC Experiences Inform Better ROI Inputs




                                          22
Today’s Complex Government Architecture

                  Video         Enterprise
                  Systems       Applications

        Contact                          Conferencing
        Centers                          Services

 Communication                                 Data
 Systems                                       Centers


                                          Communication
                                          Systems




                            .                            23
                                                          23
IP Multimedia Subsystem (IMS)
             Feature Server
                                    IVR       Future
                                               Apps                         Application
        Messaging


   SIP
  Carrier
  Service                         Session/                                  Connection
                                  Routing
                                  Manager

                                                                          Network/Access
                                             3rd Party PBX/
SIP Phones                                     IP Phones      • Enterprise IMS
                                                              • SIP for all Connectivity
    Legacy PBX
                     Legacy PBX      IP Connect Gateway
                                                              • Centrally Shared Applications
The Need for an Evolutionary Revolution
A common customer scenario

                    Business Challenge – Rip and Replace?

  • Manage heterogeneous multi-vendor mix of TDM and IP
  • Avoid complex and costly “rip and replace” everything in one step
  • Realize significant cost savings now
  • Reduce network spend
  • Simply manage a complex network
  • Deploy applications to users that need them
  • Accelerate the business – improving results and extending services
  • Securely add incremental UC and mobility applications now
  • Evolve old costly stand-alone systems


                                            25
Build for the Future - The Promise of SIP


                 Standard
                  Media




                 Social
                Networks

                                  SIP


                 Web
                                            Cloud
                                            Voice
Session Initiation Protocol
  • SIP is the application integration protocol of the
    future
  • SIP – Ubiquitous within all types and classes of
    UC products, from gateways to endpoints to
    applications
  • SIP support is pervasive throughout UC portfolios
  • SIP improves interoperability and leads to new
    applications
Cerium Networks – Unified Communications at Work
UC - From Hype to Adoption


   “Ninety-nine percent of all Unified Communications
           network implementations that fail
             do so because IT departments
               didn’t do their homework.”

                   -- William Stofega,
               VoIP research director, IDC
Unified Communications Roadmap
Careful Planning Is Essential to Realize the Full Benefits of Unified Communication Solutions

       Making Sense                                                            Do Business
                                      How Do We Ensure                                                        How to Best
       of Confusing                                                             Processes
                                         Multi-vendor                                                          Approach
     Technologies and                                                         & Policy Need
                                       Interoperability?                                                      Initiatives?
        Roadmaps                                                               to Change?

   Which applications should        Will the applications from          Who should use which          What capabilities should we
    we be considering?                one vendor work with                 applications?                  implement and in what
   Where are the likely              another?                            How should they use them?      timeframe?
    departments/agencies for         How can we make                     Are different                 How will we
    deployment?                       the most of our existing             IT policies and approaches     measure and track
   How is this technology likely     investments?                         required?                      capabilities?
    to evolve?                       What’s the best approach to                                        How do we evaluate skills &
                                      minimize risk when                                                  requirements for
                                      deploying new applications                                          employees?
                                      in                                                                 How do we communicate
                                      a mixed environment?                                                changes to citizens?


                                                                    30
Network Assessments are Critical
  • Conduct an Assessment to…
     – Review WAN link bandwidth levels
     – Current traffic flows
     – View existing switches/routers/firewalls for bottlenecks
       and choke points
     – Determine needs through testing and modeling
     – Placement of analysis tools

  • The more you know about your network the better
    prepared you are to properly deploy UC
Myth: UC without Quality of Service (QoS) is Acceptable


  • Why is Quality of Service important?
    – Managing VoIP means managing delay
    – Even a network with large bandwidth capabilities can
      have poor call quality due to network contention
    – QoS measures can help make VoIP traffic less susceptible
      to adverse network conditions
    – QoS offers VoIP traffic more consistent availability
Challenges with VoIP and UC Deployments

  •   Converged NW Implementation Plan
  •   User Training
  •   Data Network and Wiring Closets –PoE & UPS
  •   IP Phone Firmware Updates
  •   Headset adaptation
  •   Change Management Policy
Professional Methodology

                                                Program Management
                                          Develop                     Test, Train,
       Plan & Design                                                                                  Optimize
                                         & Integrate                   & Deploy

 • Technical Discovery          • Readiness & Capacity Study   • Test Plan Development       • Custom App Support
 • Business Case Development    • Technical Design             • UAT Development &           • Transition to Operations &
                                                                 Management
 • Roadmap & Project Planning                                                                  Knowledge Transfer
                                • Application Implementation   • End to End System Test
 • Requirements &                 & Configuration                                            • Call Routing Optimization
                                                               • System & Role-based
   Functional Definition        • Multi-Vendor Application       User Training               • Agent Desktop and
 • Solution Definition            Integration                  • Operational Readiness         Workflow Improvement
 • User Interface and Report                                     Planning
                                • System & Data Migration                                    • Proactive Contact
   Design & Prototyping                                        • Simulation & Load Testing     Productivity Analysis
                                • Custom Application
 • Software/Firmware              Development                  • Go Live Support
   Compatibility Analysis                                      • Business Case Validation
UW Unified Communications
• Voice over IP: Deliver voice over data network


• Video conferencing: Desktop and conference room


• Web Collaboration: Share desktops


• Unified Messaging: integrate various forms of messaging
    – e-mail, texting, voicemail, fax, etc

• Mobility: Access via mobile devices
UW Pilot Objectives

 1.   Demonstrate cost effective unified communications service

 2.   Demonstrate access to services via multiple devices

 3.   Demonstrate interoperability in a multi-vendor environment

 4.   Demonstrate backwards compatibility with legacy phone system

 5.   Collect feedback from participants

 6.   Use formal test methodology
 UW Telecom Pilot Architecture
Application

                      Unified                                                                          Video
                                              Basic Telephony                Voicemail
                   Communications                                                                   Conferencing


Connection
                                                                                                                        Public
                                               UW Telephony Core                                                       Switched
                                                                                         Session Border Controllers    Network
                                               Session
                                               Manager   System
                                                         Manager                                                      Internet


Access



                                                   ooo
                                    Analog                         Digital                                       Desktop
         Mobile                                                                3rd Party
         Devices                             Legacy Avaya PBX                SIP Endpoints                      Softphones
UC Case Study - Stevens County

  • Multiple offices of standalone systems
  • Dispersed staff requiring mobility
  • Aging data network that would not support gigabit switching, QoS and
    devices that required PoE for VoIP
  • Data core was a single point of failure
  • Legacy PBX system & voice mail that was end of life & support
  • Stevens County Counseling Services(NEWACS)
      – Multiple offices
      – Mobile staff
      – Need for effective and efficient methods to support client care delivery
UC Case Study – Stevens County

  • Investment in a data network infrastructure to increase reliability,
    redundancy and capacity
  • Developed a phased migration plan from the legacy PBX to Cisco
    Unified Communications Manager
  • Leveraged IP infrastructure to connect remote offices
      – Voice, Video & Data
  • Utilized mobility clients to link remote and mobile workers to the
    Unified Communications Manager
      – Improved first call contact, improved productivity by eliminating call
        backs, and improved responsiveness to external and internal
        customers
UC Case Study – Stevens County

  • NEWACS (Northeastern Washington Alliance Counseling Services) using
    Unified Communications video clients to link offices improving
    access to staff and counselors
  • Unified Video Communications is utilized for providing
    counseling services to clients
     – Leverages clinical and counseling resources
     – Reduces expense of delivering care
     – Improved communication between administration & staff—more
       efficient & effective in managing and delivering of care
     – Improved Clinical Resource utilization
UC Success – Assess, Plan, Execute
  • Understand your business priorities and the ROI from addressing them
    (Quantify!); focus on the most important and ROI rich opportunities first
  • Assess your network infrastructure and make the investments required to
    deliver the performance and availability your customers require
  • Apply a professional Program Management approach
  • Training and executive sponsorship are key
  • Identify quality partners that can apply their expertise to your process
Thank you!

				
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