ITPX / NCUGMay 5th, 2010

Hosted IP Communications for Large Enterprise

Market Drivers

• AT&T opens up their iphone 3G network to VoIP

• 50% of end to end mobile voice will be VoIP by 2019*

30M* US homes will add connectivity to the Internet for entertainment, business and social interaction

Huge growth in interest for converged applications

MobileVoIP(3G/4G)

*Source: Gartner

BroadbandAccess

*Source: Forrester Research

UC Market Size

• 1M* downloads of Skype iphone app on first day

• Skype announces UC liteclient for business

UnifiedComms

Smartphones % of all mobile phones

Source: Informa Telecoms & Media, 2009

15% (2008)

38% (2013)

$2.8B (2009)

$18B (2012)

FMC handset connections

FMC

6.3M (2009)

27M (2014)

Source: ABI ResearchSource: In-Stat/Forrester Research

OverThe Top

*Source: Skype website

Agenda

• Why We Love Hosted Business Solutions- The Information Technology Crisis - IT Complexity- Outsourcing for Simplicity

The Challenges of Communications CIO View

• Deliver IT services in the most efficient and cost effective manner

• Workforce

• Employees in multiple geographies, time zones

• Travel restrictions hampering collaboration

• Business Continuity and Disaster Recovery

•Migration challenges in rapidly evolving technology environment

•Lack of internal IT communications expertise

Businesses must reexamine what are its core competencies and exploring alternate sourcing options

Complexity vs. Application Richness The Modern Dilemma - IT Complexity

Voice Call Centers UnifiedCommunications

Mobility

Co

mp

lexi

ty

2x

4x

8x

16x

Glass's Law:A 25% increase in functionality increase complexity by 100%

CPE Solutio

ns

Hosted Solutions

Source: 2010, Dimensional Research

Top 3 IT Threats

Service Provider Value

#1 Increased Costs

#2 Increased Risk

#3 Decreased Agility

Why We Love Hosted SolutionsCommunications as a Service (CaaS)

• Business IP communications services outsourced to a service provider

• Follows cloud computing outsourcing trend - Cloud Communications

• Multi-tenant architecture supported - Scales from Very Small to Very Large

• Opening the door to New Services- Mobility- Unified Communications- IP Call Centers

• Simplicity in the face of Complexity:• Multiple distributed sites and geographies• Business continuity plan requirements• Need to expand and contract for peak traffic• Limited capital for upgrades/expansions• Large contact centers

Hosted IP: Pay and Scale as you goIP PBX Hosted IP

CommunicationsHosted IP Value

Enterprise Cost CAPEX OPEX CAPEX OPEX

79% lower initial capex

25% lower 3 Yr NPV

Geo Survivable Reliability

Enterprise to build their own redundant sites

Flexibility to Scale

Hosted IP Provider can scale must faster

IT Resources and Skill Set

Needed63% lower opex

Enterprise OA&M/ Tech

Refresh Responsibility

98% lower opex cost

ScalableCall Center

Costs29% lower TCO*

TDM to IP Migration

Lower initial capex for IP migration

Hi Lo

Med Hi

$$

$$ $

$ $

$

$ $ $ $

$ $

$

Paced MigrationRip & Replace

$$

$

Agenda

• Hosted IP Communications- Real Centrex Business Features- Call Centers Solutions

Hosted IP Communications What is it?

Centrex Lines• Dedicated Lines

• Point to Point

• Analog Voice

• Specialized Signaling

• No Routing

• Change -> Lay New Track

IP Communications• Uses the IP Highway

• Goes Everywhere

• Text, Mail, Voice, Video

• Common Language

• Routes ANYWHERE

• Change -> Draw New Map

• HOV lane for Voice

EC

IOV

Hosted IP MUST Provide Real Business Voice

• Feature Requirements• Centrex Transparency

- DMS and 5ESS• Business Group Features

- Pickup, Park/Retrieve• Multi-Line Consoles

- Boss/ Secretary Features• Business or Individual Caller ID• Call Recording, Hold or Reject• Conference, Fax and VM

• Impact to Business• Limit Retraining to New Capabilities

- Unified Communications and Messaging, Mobility and Call Distribution

• Smooth Migration through the Process

Top 30 Centrex Features(Survey from NA Government Account)

Customer Originated TraceName Display

Digitone (tones for analog sets)Three-Way Calling

Multiple Appearance Directory NumberCFWD Universal

Speed Calling ShortCall Fwd Do Not Answer (Business)

CFWD BusyRing Again

800 Calling Line ID Delivery800 Dial Number ID Delivery

Message WaitingPermanent Hold

Call ParkLast Number Redial

Call PickupService Group

Dialable Directory NumberCalling Name Delivery

Automatic DialSpeed Calling User

Suppress Line Identification InformationCutoff on Disconnect

CFWD IntragroupNo Double Connect

Station Controlled ConferenceEssential Line

ACDPrimary Carrier Selection

IP Call Center Solutions

Hunt Groups• Simple operation - agents in single pool• Agent selection - Priority, Next Available...• User Control of Add/Move/Change Agents

Auto Attendant / IVR• Friendly recorded voice menu• Caller self routes via voice or key press• Highly Efficient

Hosted Call Center can be deployed at 29% lower TCO than premises based solution*

Automatic Call Distribution• Multiple input Queues and Menus• Multiple Pools of Agents• Statistical Agent Selection

Attendant Console• A Unified Communications Switchboard• Presence Aware Drag/Drop Distribution• CLID Script - allows multitenant operator

Agenda

• It Keeps Getting Better- Soft Clients, Web Meetings and Unified Communications- Mobility and Mobile Broadband- Migration - Hybrid Centrex and UC over Centrex

And Opening the Door … to New Power

File Sharing

Unified Messaging

Video

Presenceand Status

InstantMessaging

VoiceAudio Conferencing

Mobile Extension

Call Centers

CalendarIntegration

ApplicationsIntegration

Collaboration

TDMCentrex

HostedVoIP

SIPBusiness

Trunking

Unified Communications

Mobility

Portfolio of functionality that can be customized for Large Enterprise needs

Unified Communications

• Instant Messaging/SMS• Presence - Online, Telephony, Meeting• Video Calling Telepresence• Web Meeting / Collaboration• Personal Conference Bridge• Unified Messaging• Outlook Integration

• Corporate Directory/ Call Logs• Click-to-Call, Social Media Links• Single number, Single Voicemail• Personal Call Routing, Time of Day• Mobile Client and Web Portal• File sharing, White Boarding

Any Media, Any Device, Anywhere

• Delivered across legacy, Hosted VoIP, PBX and Mobile networksUnifiedCommunications

TDMCentrex

IP /TDM PBX

HostedBusiness

VoIP

Mobile

PC Soft Client

Business Mobility Applications

VoIP solutions NOW to meet your mobile needs from day one

Mobile OfficeIP Communications over Wireless Broadband

Mobile Unified CommunicationsWireless Client for Management of Communications

Wireless Broadband allows SIP lines or soft clients the same feature set on the road as in the office

Delivers Presence, Federated IM, Call Logs, Corporate Directory and Call Routing from your cell

Voice Call ContinuityIn-call handoff between cellular mobile and WiFi

Mobile Extension Extend wireline business features to any mobile

Enables single number for business and mobile phone

with handover without call interruption

Voice service ubiquity and continuity between cellular

voice and broadband.3G/4G and IMS Solution

Migration is a MUST Hybrid Centrex

Enterprise does not need to rip and replace their TDM network for migration to IP

For existing Centrex customers who desire gradual

migration to IP

Line by line migration – does not require full rip and replace

Analog & Digital Centrex lines can be mixed with SIP Lines in the same customer group

Centrex features interwork between all lines

Customer Group A

Hybrid Centrex-SIP Lines MADN Group

TDM TDM

TDM SIP

MADN Groups

SIP Line can pick-up a call from a Centrex Line

TDM

SIP

Call Park/Pickup

Attendant for both SIP and TDM Centrex Lines

TDMSIP

Attendant Console

…

…

…

Migration Unified Communications over Centrex Lines

• UC Client & Feature Interworking with:• Existing TDM Centrex lines

• Preserve Existing Investment• Deploy multimedia services today• Retain existing services and phones• Gradual migration to IP

• Users have access to the full set of Nortel UC capabilities, including:• Personal Agent Web Portal• Federated IM, Chat and Presence• Click-to-Call• Meet-me Conferencing• Web Collaboration

Cost effective migration alternative to IP

CentrexLine

Centrex Line withUnified Communications

Updateto

Full IP

*Converged Desktop

Control Enterprise Administration Portal

• Provides management of employees• Add/remove employees• Modify the services of existing

employee • Quickly and easily add/delete

hunt groups • Assign Phones to employee

• Leverages templates for easy addition of new lines

• Works across TDM Centrex and Hosted IP lines

Key Hosted IP feature to match premises based Enterprise management

Business Continuity

• Volcano- Stranded out of town

• Floods- Alternate Sites

• Pandemic- Work from Home

• A New World Model - Fewer Offices - Fewer Traffic Jams - Less Energy Use

PSTN

Service Provider Architecture Total Survivability

IPSoftswitchCarrier

Site 0

IP

Firewall Border Control

Geo-Redundant

Customer SiteIP wih Dual IP Access

SiteLAN

SIPSoft Client

Analog

IAD

Fiber

CarrierSite 1

Firewalls Border Control

Customer SiteSingle IP with TDM Backup

SiteLAN

IP Phone+ UCAnalog

SurvivableRemoteGateway

IAD

MG MG

Customer SiteCentrex Lines

UnifiedCommunicationsCentrex

MG

PRI

Customer SitePBX

SIPAnalog

TDM or IPAccess

PRI

IPSoftswitch

IP

Agenda

• It Can be Done- Real World Deployments- Common Questions

It Can be Done - Who is Doing It?

Unified CommunicationsBusiness VoIP

Centrex IP Network

Unified CommunicationsBusiness VoIP

• Carrier Hosted IP Telephony for the Australian Tax Office

• 30,000+ endpoints2,700 Call Center Agents70 Sites,

• Highly Secure HostedIP Communications to UK government

• 150,000+ workers20,000 Call Center Agents 1,100 Sites3M calls in one day

• Comms for athletes, officials, Olympic Committee, volunteers and the media

• 15,000 IP Lines Fax lines for media/judges

United Kingdom

Winter OlympicsAustralia

Common Questions If I Keep My Existing Phone?

• Can I have an IP Phone extension in my home office?

• Can I have a Soft Client on the Road?

• Can I have a Mobile Extension on my Cell Phone?

• Can I ring all these at once, or in sequence or based on time of day?

• Can I have IM, Presence, Web Meetings, Personal Conference Bridge, Unified Messaging with my Legacy Phone?

• Can I have Outlook integration with my Legacy Phone?

Common Questions --- Hybrid Centrex IP and Legacy Phones in One Business Group?

• Can I Park a call from one and Pickup on the other?

• Can I have MADN across IP and Legacy sets?

• Can I have ACD Groups with Legacy Centrex and IP?

• Can I have Hunt Groups across IP and Legacy Lines?

• Can I have an IP Attendant Console manage calls for both IP and Legacy Lines?

• Can I view Presence information on the Legacy Lines?