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Let’s Talk
Hosted Unified Communications
www.onsip.com
Channel Partners Selling Techniques Networking Luncheon February 27th, 12 pm
Introduction to Mike Oeth, UC Subject Expert
MIKE OETH CEO & COFOUNDER, ONSIP
INTRODUCTION
• Began Junction Networks in 2005 as a SIP trunking provider
• Founded OnSIP Hosted PBX in 2006 • Launched my.OnSIP UC in 2008 &
APIs to integrate applications with our service
• Headquartered in NYC, We now provide hosted SIP-based communications to over 20,000 businesses
Overview
• What is Unified Communications (UC)? • What is Hosted Unified Communications (UCaaS)? • Example & Case Study • Market Predictions for UC
INTRODUCTION
Unified Communications (UC) is the integration of communication services to optimize business processes.
• “UC” is the integration of real-time and non-real time communication services.
• Term coined in the mid 90s when messaging and real-time communications first started combining
• First presence solution offered in the late 1990s
WHAT IS UC?
Unified Communica2ons Components
IM (Chat)
Presence
Telephony
Video Conference
Call Control Voicemail
Email / SMS / Fax
Business Process
Integra2on
Collab. Tools
UC offers productivity increase from the individual-worker to the enterprise
1. UC – User Productivity: Products that improve individual user experience and / or results
2. UC – Business Processes: UC tools that are explicitly integrated into business processes, either procedural or automated
WHAT IS UC?
Source: ucstrategies.com
Examples: Click to call app and VM-to-email saves time.
Example: CRM and PBX Integration streamlines call tracking with customers
Unified Communications Products • Most UC solutions are not a single product, but a mix of multiple
products with a consistent, unified UI across different media / endpoints.
• When we think of UC products today, most of the time we think of solutions from proprietary vendors that can be too expensive for the SMB. – IBM Lotus Sametime 7.5 (2006) – Cisco ( UC Platform, UC endpoints, UC Virtualization, UC Licensing) – Avaya – Shortel – Microsoft Office Communications Server (2007), Microsoft Lync (2011)
WHAT IS UC?
Hosted UC (or UCaaS) is a UC offering over the Internet— no on-premise equipment or software installs
• You can achieve Hosted UC for SMBs by integrating hosted and SMB-focused software, within budget and reach. Examples: – Hosted VoIP solutions with UC dashboards— OnSIP, 8x8 – Video-capable VoIP phones and mobile soft phones – Click-to-call plugins and integrations services that improve business processes
( i.e Zendesk, Salesforce, Highrise )
WHAT IS HOSTED UC?
Example of Hosted UC: my.OnSIP browser app combines voice, IM, presence, call control, VM, contact management.
EXAMPLES AND CASE STUDY
Example of Hosted UC – Automating a business process
Automatically turn voicemail messages into tickets in Zendesk
1. Client leaves a voicemail in OnSIP as a .wav file, which gets transcribed using PhoneTag.
2. Phonetag sends the transcribed text and the .wav file to the Zendesk drop-box
3. Zendesk creates a new trouble ticket with the text and .wav file attached.
EXAMPLES & CASE STUDY
New trouble +cket generated from voice mailbox
Example of Hosted UC – Improving user productivity / user experience Click to call and automatic call tracking in Highrise
1. Set up calls with contacts, and external phone numbers with a single click of the mouse
2. Automatic time/date logging of all calls with the contacts in your Highrise account for better tracking
3. Pop-up notifications on your computer when you receive an incoming call
EXAMPLES & CASE STUDY
Automa+c Date / Time logging of all calls to contacts
Prediction: Hosted UC expected to grow with increasing need for centralized management of business solutions.
– The global hosted UC market is expected to grow at a Compound Annual Growth Rate of 20.99 percent over the period of 2011-2015 1
1. Infini2 research limited, Oct 2012 2. Technavio
– SMBs will be a major contributing factor to growth. 2
• Many SMBs are hesitant to implement an on-premise UC solution as they are a substantial investment for companies of that size
• SMBs are more likely to go hosted, which eliminates the infrastructure cost
MARKET PREDICTIONS
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