OVERCOME ENTERPRISE

How Western Union Manages a 10K User, Multivendor Network

SpeakersJacob Borgeson Jordan Owens David Levin

Product Americas VP Director of Technology

● Challenges of Enterprise UC

● Western Union: Path to Success

● 4 Keys To Overcoming Challenges

Key Takeaways

UC in the Enterprise1-2 Years behind consumer technology and adoption.

Upcoming: Remote work, flexible work, ROWE, distributed teams, etc.

Source: Wainhouse Research: 2016 Video Conference Usage Survey Results

Less than 30% use video weekly!

The Challenge of Enterprise UC: Scale

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Interoperability Cost & Efficiency

Manage & Support

Interoperability

Can’t throw out old investments.- Need to work with older tech.

Video vendors could/would not design for future interop.

People want to unify and simplify- User Experience- Network- Costs

Cost and Efficiency

Past UC came with big risks• Use expensive, dedicated networks

• Licensing, maintenance, service costs as well

• Support was critical for adoption.

If technology isn’t used, then the investment is wasted.

What is the return?

Management and Support

Gartner’s UC Monitoring Market Guide Key Findings:

1. Most network teams are unprepared to handle UC services

2. Video and voice are the most sensitive applications to network issues.

3. Troubleshooting global UC applications requires broad and deep monitoring and analytics.

https://www.gartner.com/doc/3487617/market-guide-unified-communications-monitoring

Western Union: David LevinDirector of End User Technology

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• 175+ Rooms

• 10,000 Employee / Users

• Team of 3

And many more brands…

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IT Goals: 2014

Move to Office365Reduce Travel

Improve End User Productivity

1. 100% scheduled for 30 legacy Rooms- 2 dedicated IT Staff

2. Mostly Executive Usage- Everything handled by IT team- On premise infrastructure

3. Centralized IT + Decentralized Workforce

- Bandwidth Headaches

4. Skype and VC = Not completely integrated

Existing Video Technology

Western Union Strategy

Leverage existing technology and infrastructureCannot add much network capacity instantlyCloud has its own quality issues

Bandwidth Efficiency

Make scheduling easy as possible30 à 200 Rooms – can’t hire 12 more peopleEnable people to join how they like

Self-service & Interoperable

Focused adoption and training to scale fastMonitoring tools to enable faster decisionsReal time support and troubleshooting

Skype and Video

Several hurdles inherent to Skype/O365○ Interoperabilitywithlegacytechnology○ PerformanceandManagementof10,000newusersquickly○ TrackingEfficiencyacrossplatforms○ Troubleshootingcallperformance

Key Challenges

Pexip bridges the gap for O365 and legacy endpoints

○ Makesiteasytoscaleaswell○ Reducebandwidthneeds

Implement Scheduling

○ AutoStartfeature

Custom meeting portal

○ WAVEmakesiteasy

Real Time Monitoring and Reporting from Vyopta

Bonus: Replace Web Conferencing platform!

The Solution

Significant reduction in costs of video and audio:- Licensing- Overhead (staff)- Equipment & Network

Adoption up- Over 3M minutes/month- Up to 175 rooms and growing!

Productivity Up- Travel down- Reduce Time to start meetings- Simple reporting and support- Usage up 10x, yet still team of 3

Results

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1. Increase adoption to more users.Add 30-40 more rooms this year

2. Reduce travel even more.

3. Improve User ExperienceScheduling and joining via other methods

What’s Next

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1. Get to know your network team

2. Focus on an adoption plan Build an ambassador team for employees.

3. Understand and improve on existing toolsEvolve with users and replace old tools quickly

4. Automate as much as you canRooms autojoin at designated meeting time

4 Keys to Success

Vyopta: Monitoring and Analytics for Video Collaboration

Simplify management and support of video

collaboration.• Multi-vendor

• Intelligent and scalable

• Real-time data and alerts

• Interactive, custom reports

Pexip delivers software that organizations can deploy across their own IT infrastructures, in a cloud or both – so that everyone can have their own

personal high-quality video, audio and mobile meeting experience.

Simple Scalable Efficient

Questions?

Free UC Assessment

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