Unified Communications Portfolio - Vibrant · PDF fileUnified Communications Portfolio . ... MSS & MGW CTE MPL S/IP Net w o r k PL MN Net w o r k ... Core IP/MPLS Provider Network

Unified Communications

Portfolio Training Confidentiality level - C2

1 28 February 2013


Portfolio



2 28 February 2013

UC Portfolio

VoIP Platform

(IP Talk) AA / AO

IP Convert

MM

Dedicated IP PBX

AO

Hosted Call Centre

MM

Video Collaboration

(Phase 1)

MM

Voice only DSL

AN

Unified Communications Portfolio



3 28 February 2013

VoIP Platform Deployment

SoftswitchSignalling

& Media

Gateway

VB SBC

MTB

E1

(SS7)

GWC

GW

MSS &

MGW

MTE

VB IMG

MTB

GWC

SBC

London

VB SBC

DMO

MSS &

MGW

DMO

MSS &

MGW

CTE

MPLS/IP

Network

PLMN

Network

VB SBC

CTE

VB SBC

Bloem



4 28 February 2013

VoIP Value Proposition

• Voice PoP’s in Midrand, Durban, Cape Town and Bloemfontein

• Voice PoP in PE in the pipeline

• Call is handed over to interconnect partners in the region = Better voice quality

• G729 codec = equates to 42 kbps per voice call

• Local and International Network that support VoIP calls

• Competitive VoIP rates

• Ability to allocate Vodacom Geographic and Non Geographic numbers

• Ability to port in Geographic numbers from other networks to Vodacom



5 28 February 2013

VoIP Services – IP Talk

IP Talk

VoIP Interbranch

VoIP Local and

National

VoIP Cellular

VoIP International

6 28 February 2013 Confidentiality level - C2


Portfolio Training

PSTN

CE

PE

PRI

GW

VB SS

IP Network

PLMN Network

SIP Trunk

VoIP

Access

SIP Trunking

Customer has existing SIP

equipment (IP PABX)

Quick & Easy sell

VoIP Account with post-paid

minutes



Portfolio Training

IP

Fibre or Microwave

Provider Edge Router

Vodacom BusinessCore Routers

Customer Premises Router

SBC Layer

SIP & RTP

Vodacom MPLS

Vodacom Softswitch

Customer PBX

SIP and RTP

ISDN

Customer Premises Gateway

Customer MPLS NW

SIP Trunk



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Hosted IP PBX



Portfolio Training

CE

PE

GW

VB SS

IP Network

PLMN Network

IP PBX Architecture

Hosted IP PBX

LAN

Telco PRI

CE

PE

IP Handsets

Telco

BRI

LAN

IP Handsets

Optional

survivability



Portfolio Training

Product Definition

Cisco Unified Communications Manager (formerly Cisco Unified CallManager) is the IP

telephony call-processing component of the Cisco Unified Communications solution. It

enhances business productivity and facilitates agility by creating a unified workspace

encompassing every combination of applications, devices, networks, and operating

systems for up to 30,000 users.

This scalable, distributable, and highly available enterprise-class system delivers voice,

video, mobility, and presence services to IP phones, media processing devices, VoIP

gateways, mobile devices, and multimedia applications.

The Hosted PBX solution will be sold in conjunction with Vodacom’s managed access,

VPN and VoIP services.



Portfolio Training

Hosted IP PBX Benefits

Multi-Tenant PBX Platform

Easy to configure and install

Remote Administration and ease of management – Customer Portal

OPEX Model – Monthly Re-occurring licence fee

Advanced PBX features

Investment Protection

Scalable and cost effective

Avoids bill shock, manage costs

Ease of scalability – customers can add on additional licences as required

High availability

Local (on-site failover) or Branch survivability

Ability to service multiple branches from one site



Portfolio Training

Licences

Basic License Basic License for 3905, ATA 187

Advanced License Advanced License for 6921, 7942G, 7962G

Support Support per end user

Reception Receptionist License

Voicemail Voicemail License

Auto Attendant Auto Attendant License

Boss/Secretary Boss / Secretary License

TMS Telephone Management Software



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Hardware

Code Description

SIP 3905 Cisco Unified SIP Phone 3905 - Basic

IP 6921 Cisco Unified IP Phone 6921 - Intermediate

IP 7942G Cisco Unified IP Phone 7942G - Advanced

IP 7962G Cisco Unified IP Phone 7962G - Console

Exp 7915-1 Cisco Unified IP Phone Single Expansion Module 7915

Exp 7915-2 Cisco Unified IP Phone Double Expansion Module 7915

ATA 187 Cisco ATA 187 Tel Adaptor

IP 7945G Cisco Unified IP Phone 7945G - 1G LAN

IP 7937G Cisco Unified Conference Phone 7937G

PSU 3000 Cisco PSU 3905 Phone

PSU 6-7000 Cisco PSU 6921, 7942, 7945, 7962 Phone

PSU 7937 Cisco PSU 7937 Phone

IP 7925G Cisco Unified IP Phone 7925G - Wi-Fi

AP1131AG Cisco Aironet 1131AG



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Installation

Code Description

Basic 1 Basic Installation 100km



Advanced 1-1 Advanced Installation 100km - 1 day



Advanced 1-n Advanced Installation 100km - per extra day





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Basic Call Logs

Call Waiting

Calling Name Retrieval

Connected Line Identification

presentation

External Calling Line ID Delivery

Internal Calling Line ID Delivery

Call Forwarding Always

Call Transfer

Flash Call Hold

Last Number Redial

Enhanced Call Logs

Call Forwarding Busy

Call Forwarding No Answer

Call Forwarding Not Reachable

Calling Line ID Delivery Blocking


restriction

Call Hold

N-Way Call

Three-Way Call

Leading number

Inventory Report

Outgoing Calling Plan

Incoming Calling Plan

Basic Licence Features



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Basic Call Logs

Call Waiting

Calling Name Retrieval


presentation

External Calling Line ID Delivery

Internal Calling Line ID Delivery

Call Forwarding Always

Call Transfer

Flash Call Hold

Last Number Redial

Enhanced Call Logs

Call Forwarding Busy

Call Forwarding No Answer

Call Forwarding Not Reachable

Calling Line ID Delivery Blocking


restriction

Call Hold

N-Way Call

Three-Way Call

Leading number

Inventory Report

Outgoing Calling Plan

Incoming Calling Plan

Do Not Disturb

Speed Dial options

Roaming profiles with Phone

Lockout

Call Return

Call Park

Call Pickup

Busy Lamp Field

Advance Licence Features



Portfolio Training

Basic

License

Cisco Unified SIP Phone 3905

Basic

Handset

Cisco Unified SIP Phone 6921

Advanced

License

Intermediate

Handset

Cisco Unified SIP Phone

7942G

Advanced

License

Advanced

Handset

Cisco Unified SIP Phone

7962G and 7915 expansion

modules

Advanced

License

Console

Handset

Expansion

Modules

Cisco ATA 187

Basic

License

Telephone

Adaptor

Handset and CPE components



Portfolio Training

How many sites?

Info for each site.

Is there currently a WAN with Vodacom?

What is the spec of the router?

LAN

Does the customer’s LAN support Voice QoS?

Does the customer require a LAN readiness assessment? (Can be

quoted)

Does the customer require a LAN replacement? (Can be quoted)

Telco Trunk Lines?

Does the customer want to keep the trunks on site?

How many?

What type? (Analogue, BRI, PRI)

Does the customer want to port the numbers into our network?

080, 086, 087 and 088 can not be ported.

SRST?

Does the customer require survivability on site?

Extensions?

How many?

What specification? (Basic, Intermediary, Advanced, Console, ATA)

Does the customer’s LAN support POE?

Concurrent calls?

Break in / out

Inter-branch

Training

Is train-the-trainer sufficient?

Does the customer require all handsets to be installed and all users to

be trained?

How do we Sell it?



19 28 February 2013

Video Collaboration



20 28 February 2013

In 2017, the gigabyte equivalent of all movies ever made will

cross global IP networks every 3 minutes.

Every second, nearly a million minutes of video content will

cross the network in 2017.

It would take an individual over 5 million years to watch the

amount of video that will cross global IP networks each

month in 2017.

In 2017, the gigabyte equivalent of all movies ever made will

cross global IP networks every 3 minutes.

Monthly Internet traffic in the Middle East and Africa will

generate 789 million DVDs' worth of traffic, or 3.2 exabytes

per month, by 2017.



21 28 February 2013

Video Collaboration

Video Collaboration is a Hosted Video and Application sharing solution which allows

customers to enjoy the benefits of an enterprise bridge service for communication and

collaboration between Meeting Rooms, Office devices or a Mobile end-points.

Business Drivers of Visual Communications

• Cost improvements based on travel reduction.

• Business transformation based on faster decision making, improved communications

with customers and supply chain partners, and shortened time-to-market for product

developments.

• Decreased carbon footprint resulting from electronic communications’ replacing local

and/or long distance travel.



22 28 February 2013

Benefits of a Hosted Bridge Service

• Reduced upfront costs : There is a significant reduction in the upfront costs as

there isn’t any physical MCU (bridge) to be installed and maintained on site. Hence

there is much lesser investment to be done in terms of costs, infrastructure as well as

labour charges.

• Highly scalable : Ideally, the systems and equipment are designed by assuming the

volume of users.

• Simple to maintain : In every telecom system, there is some or the other routine

and remedial maintenance required. A hosted Bridge service would make sure that

the issues related to the system are addressed by trained specialists. Further more,

the expense of maintenance doesn’t have to be incurred by the IT department of the

organization.



23 28 February 2013

Core IP/MPLS

Provider Network

Meeting

RoomDesktop client

Basic point-to-point session

Typical Point-to-Point Video Configuration



24 28 February 2013

Core IP/MPLS

Provider Network

Mobile Data

Network

Internet

Meeting

RoomDesktop client

Hosted Video BridgeInfrastructure

Mobile ClientVideo Desktop phone

Point-to-Multipoint Video Configuration



25 28 February 2013

Core IP/MPLS

Provider Network

Mobile Data

Network

Internet

Meeting

RoomDesktop client

Hosted Video BridgeInfrastructure

Mobile ClientVideo Desktop phone

Point-to-Multipoint Video Configuration – Hosted Bridge

•Advantage is they add in mobile users seamlessly

•Don’t need to go into the meeting room to set up the service



26 28 February 2013

Product Suite

The Meeting Room

Meeting room facilities range from High Resolution immersive solutions to standard

definition small room solutions

The Office

Office facilities range from desk based devices to soft clients that offer both high as well as

standard definition resolution.

The Mobile Device - Tablet

Mobile devices allow users to join a video conference on the go allowing users the ability to

have a face to face meeting from literally anywhere.

Co

rpo

rate

SMM

E SM

E



27 28 February 2013

Price Elements: End-Points

Meeting Room

• Small (4 to 6 Seats) : HDX 6000 / Group 300

• Medium (8 to 12 Seats) : HDX 7000 / Group 500

• Large (12 to 20 Seats) : HDX 8000 / Group 700

• Executive

• Premium: 4,5k

The Office / The Desktop

• SME Client: M100

• Corporate Client: CMA

• Desk Phone: VVX 1500

• MS Lync

Mobility

• M500

• MS Lync



28 28 February 2013

Polycom HDX Solution

Eagle Eye

Camera

Codec

Mic

Remote

Multipoint

License 1+3 NOT SUPPORTED ON THE

HDX 6000



29 28 February 2013

HDX Positioning and Features

* Optional feature on some models – refer to specification sheets.

HDX 6000 HDX 7000 HDX 8000 HDX 9000

Telepresence Experience for

multiple environments

Application Driven HD

Conferencing

Feature rich HD conferencing

platform High Performance Solution

Expanding HD HD for multiple environments Feature rich HD conferencing platform Rooms that require complete integration

1080p30 (RX) & 1080p15 (TX)

720p at 30fps from 512 kbps

4CIF below 512Kbps

1920 x1080 30 fps from 1024 kbps

720p30 from 512 kbps


4CIF below 512 Kbps

1920 x1080 30 fps from 1024 kbps



4CIF below 512 Kbps

1920 x1080 30 fps from 1024 kbps



4CIF below 512 Kbps

2 Video Inputs

1 video output (HDMI)

3 video inputs

3 video outputs

4 video inputs

3 video outputs

4 HD Video Inputs

3 video outputs

- 4-way internal multipoint (SD) 4-way internal multipoint (HD) 4-way internal multipoint(HD)

Siren22 StereoSurround™ Siren22 StereoSurround™ Siren22 StereoSurround™ Siren22 StereoSurround™

H.323 and SIP support H.323, H.320 and SIP support H.323, H.320 and SIP support H.323, H.320 and SIP support

AES Encryption AES Encryption AES Encryption AES Encryption

Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery Advanced QOS – Lost Packet Recovery

People+Content & PPCIP People+Content & PPCIP People+Content & PPCIP People+Content & PPCIP

- - People On Content People On Content

HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array HDX Digital 3-element Microphone Array

- - Analog phone line for audio-only users Analog phone line for audio-only users

Integration with SoundStructure or

IP 7000


IP 7000


IP 7000


IP 7000

Polycom Touch Control Integration Polycom Touch Control Integration Polycom Touch Control Integration Polycom Touch Control Integration



30 28 February 2013

> People and Content

– Standard’s based H.239 content sharing

– Show both the presenter and the presentation

– Content can be transmitted up to HD resolutions at 30 fps while

people video is at 1080p30 720p30/60

> People on Content

– Interactive presentation method

– User becomes part of the presentation using chroma-key

technology

– Can be seen by any make of video system – being sent as a

camera source

Flexible Content Sharing



31 28 February 2013

Vodacom VMR Your very own… Meeting room… …in the Sky!

VMR is a subscription service that enables video and audio collaboration

from multiple endpoint devices simultaneously calling into a virtual meeting room located in the cloud.

It is designed to make multipoint video collaboration easy for individuals and

organisations.

What is Vodacom VMR?



32 28 February 2013

CPE vs. Access Bandwidth Requirements VC Solution Type Access Medium Option VGA/PC

Bandwidth

Requirements

(Kbps)

VGA/PC

Bandwidth

Requirements

(Kbps)

SD Bandwidth Requirements (Kbps)

HD Bandwidth Requirements (Kbps)

Meeting Room Small Fibre 256 384 Min 1Meg Min 2Meg

MW 256 384 Min 1Meg Min 2Meg

Diginet 256 384 Min 1Meg Min 2Meg

Meeting Room Medium Fibre 256 384 Min 1Meg Min 2Meg



Meeting Room Large Fibre 256 384 Min 1Meg Min 2Meg



Meeting Room

EXECUTIVE

Fibre 256 384 Min 1Meg Min 2Meg



Meeting Room PREM

EXECUTIVE




M100 Client/PC/

Notebook

Win XP/7

***



ADSL(Best Effort) 256 384 Min 1Meg Min 2Meg

3G (Best Effort) 256 384 Min 1Meg Min 2Meg

VSAT 256 384 Min 1Meg Min 2Meg


M500 Client/iPad/

Galaxy

***



ADSL(Best Effort) 256 384 Min 1Meg Min 2Meg

3G (Best Effort) 256 384 Min 1Meg Min 2Meg

VSAT 256 384 Min 1Meg Min 2Meg


Step 1 – Identify the “VC Solution type” customer requires

Step 2 – Indentify the associated “access medium” that

customer may have in place or requires. Fibre and MW

should be the recommended choice to Customers to

optimally support “Video Collaboration”.

Step 3 – Confirm if the customer meets minimum

requirements in terms of BW for his “VC Solution type” and

associated “Access medium”. Upgrade of existing

Customer BW may be required (Red indicates

recommended BW values). HD=2048k / SD=1024k / VGA

PC quality = 256, 384 / Audio = 64.

Step 4 – Repeat step 1-3 for each customer site taking into

consideration that Customers may require both Hard

Clients and Software clients. A single site may require more

than 1 VC endpoint including multiple VC clients. The BW

must be specified such that all endpoints have sufficient

BW to connect concurrently.



33 28 February 2013

Virtual Meeting Room (VMR)

Standard Definition

VMR 4 +1

VMR 8 + 1

VMR 12 + 1

High Definition

VMR 4 +1

VMR 8 + 1

VMR 12 + 1

VGA

VMR 4 +1

VMR 8 + 1

VMR 12 + 1

Audio

VMR 4 +1

VMR 8 + 1

VMR 12 + 1



34 28 February 2013

Key Building Blocks

Key building blocks for delivering

a successful cloud-based Video

Collaboration Strategy:

1. Network Infrastructure

• MPLS / QoS / Management / IP

Talk

2. Self-provisioned Access

• Fibre / Microwave

3. Mobile Network Infrastructure

• 3G / HSPA / LTE

4. Bridging platform

• Multi-tenancy / Open Standards

Vodacom

MPLS

Vodacom

3G

Video Collaboration Bridge

Video Collaboration Architecture



Portfolio Training

Hosted Contact Centre



Portfolio Training

• BPeSA predicts that the contact centre sector will continue to grow in Gauteng at

between 9% and 14% to 2014.

• Statistics show that South Africa is a country of large call centres: the average

number of seats is 116, bigger than any European Union country.

• Gauteng is home to more than 70% of the country’s call centres and it is growing

all the time.

South African Market

Address the needs of

Small, Medium and

Large Enterprises

Vodacom has packaged solutions and commercial models to specifically

address the needs of South African companies.

Challenges:

Flexibility

Time to market

Access to technology

Capital outlay

Business Continuity

Specialised Skills

Transport

Rural Development



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• Low Productivity

• Manual Processes

• Limited Reporting

• Very Low Flexibility

• Business Intelligence not Automated

• Lack of Business Intelligence

• Cost Per Minute or Cost Per Call.

• Call Types to Determine Your Cost Per Process

• Customer Intelligence

• Why and how often do customers contact the contact centre

• Why are customers happy/unhappy?

• What services are causing the most customer “pain”?

Day to Day Challenges



Portfolio Training

Advantages

Time Deploy

Predictable costs

Flexibility

Business Continuity

Access to Technology

Economies of scale

Advantages



Portfolio Training

Contact Centre Situation

T I M E

T R

A F

F I C

Call Volume

Staff

Wasted Agent

Capacity

Frustrated

Customers



Portfolio Training

Contact Centre Situation

T I M E

T R

A F

F I C

Priority Routing

Offer Call Back

IVR Automation

Route other Channels

Outbound Campaigns

Extract from IVR

Back Office

Email…

Return Calls

Cross / Up Selling

Proactive Calls



Portfolio Training

Product Model

> Packaged Contact Centre Solutions are provided to companies that have or will have a Contact

Centre

> The package includes:

• Communication (telephony + data)

• Contact Centre Solution Suite

• Storage Space/ Capacity

• Implementation, configuration and training

• Support & Maintenance

• Consulting services if required

• The solution will be hosted in Vodacom’s Data Centre and will be a fully managed service

• Monthly fee depending on the use and modules (minutes, GB, bandwidth, VOIP, agents



Portfolio Training

Modules

Inbound

Outbound

Multimedia

Back office

Internet (Chat, Co-browsing)

Social Media

Intelligent Routing Recording

(Voice and Screen)

Quality

Workforce Management

Dynamic Scripting

Business Intelligence

PBX and Unified Comms

Professional Services



Portfolio Training

Vodacom Case Study 1

• Woolworths Financial Services (Pty) Ltd – joint venture between Woolworths and

ABSA Bank

• Authorised financial service provider that supports Woolworths retail business by

providing in-store credit in the form of Woolworth Store Card offering value-

added services including credit cards, personal loans and short-term insurance

• 700 agents handling all calls for its in-store credit system and recently expanded

the business to include credit cards, personal loans, short term insurance and

life insurance linked to other products

Requirement

• Existing call centre which handles inbound and outbound calls to expand into

new premises

• Replace their aging telephony infrastructure

• Move offices and required minimal disruption before and after the move.



Portfolio Training

Vodacom Case Study

Solution

• Rapid deployable, integrated and multifaceted systems serving 700 agents

• Dual fibre links

• VoIP Calls

• Inbound, outbound, recording, scripting, messaging, multimedia, reporting, IVR,

customer satisfaction survey and intelligent routing modules

Project Planning

• Installation was carefully planned and implemented in a phased manner

ensuring the call centre was never offline.

• Installation took place over 5 months from March to August 2011

Quoted by Andy Clark, Head of Transformation, COO, WFS

“VoIP is 20% cheaper than fixed line costs and operational costs have

decreased by 15%. We expect further reductions over time”



Portfolio Training

Case Study 2

Industry

Improvements

Situation

Needs

Contact Centre

Outsourcer

Manual dialing

Not able to record vital information about the call

Lack of real time Management Tools

Leverage Existing infrastructure

Reduced investment and fast ROI

Embed business rules

Capture business information

Real time Monitors and Management Reports

Fast adaptation to business changes

Easy to use

Increase productivity & profitability

Solution

Presence Solution Suite

From 35 – 40 calls per agent / day to 200 calls per agent / day

Increase in collections from R1.2M to R34M per month

Automate Business intelligence

Fast and easy implementation of scripts + easy data capture

Real time Management (configuration and monitoring)

Rich Historical Data allows analysis and make decisions

Proactive Process adherence

ROI less than 1 Month



Portfolio Training

Case Study 3

Industry

Improvements

Situation

Needs

Contact Centre

Outsourcer

Manual dialing

Not able to record vital information about the call

Lack of real time Management Tools

Leverage Existing infrastructure

Reduced investment and fast ROI

Real time Monitors and Mgmt Reports

Easy to use

Increase productivity & profitability

Solution


From 50 calls per agent / day to 90 calls per agent / day

42% increase in Sales

Variable after call work time

Business dash boarding

Profitability Analysis

Increase schedule adherence

Automate Business Intelligence

Dynamic Prioritization

Automate Supporting Processes

Scripting – Proactive Process adherence

BI within the call!



Portfolio Training

Case Study 4 – Global Telco

Industry

Improvements Situation

Needs

Telecom

Cable Operator

Merge of many Cable Operators

CC Strategy:

Internal

Outsourced: On-Shore

Outsourced: Off-Shore

Thousands of seats

Normalize & Simplify environment

Fast Implementation & Fast Changes

Improve Quality & Customer Satisfaction

Minimize Resources – Increase Profits

Automate & integrate with Business apps.

Improve control on disperse environment

Solution

Welcome Desk Service:

With 40% less Personnel

40% more Productivity

Other Inbound Services:

75% of the callers identified automatically

Identify client: 20 sec. reduction

Transferred call: 30 sec. reduction

IR reduced AHT by 37.5 sec.

Blending: 25% productivity increase

FAX and Email: from 72 to 24 h

Automatic Call Back on congestion

Standardized Responses




Portfolio Training

Thank You

Documents

Unified Communications Portfolio - Vibrant · PDF fileUnified Communications Portfolio . ... MSS & MGW CTE MPL S/IP Net w o r k PL MN Net w o r k ... Core IP/MPLS Provider Network