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Extending the Value of Your VoIP Investment to Business Applications

Extending the Value of Your VoIP Investment to Business Applications. Welcome. Andrew Hunkins Founder, CTO and President of Unimax Systems Corp.

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Extending the Value of Your VoIP Investment to Business Applications

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  1. Extending the Value of Your VoIP Investment to Business Applications

  2. Welcome Andrew Hunkins • Founder, CTO and President of Unimax Systems Corp. • Holds two patents in disparate data synchronization and authored the ECTF M.001 specification and coauthored the M.100 specification, two vendor independent standards for computer telephony application and server management • Past chairman of the Board of Directors and president of the Enterprise Computer Telephony Forum (ECTF) • Chair of the VoIP Consortium

  3. Welcome Agenda • Terminology • 3 Telephony Truths • Supporting Business Strategy • Telephony Receiving Recognition • What is Migration Really About? • Bringing the Truths Together • Putting the Power of Convergence to Work • Resources • Questions

  4. Terminology Setting Expectations • Convergence • VoIP vs. IPT

  5. Telephony Truths The Unspoken Truths • Telephony is a key to supporting business strategy. • Telephony administration doesn’t get the recognition it deserves. • Migration of telephony environments is more difficult than business executives realize.

  6. Supporting Business Strategy The Infamous “Killer App” • Improved business productivity • Enhanced customer-facing opportunities • Better customer retention Required Convergence Management Tasks • Testing • Troubleshooting, fault and performance management • Service assurance • Configuration management • Call accounting • Security management

  7. Telephony Receiving Recognition Telephony Administration Doesn’t get the Recognition it Deserves

  8. MANAGEMENT Fault Configuration Accounting Performance Security Telephony Receiving Recognition

  9. Telephony Receiving Recognition 360° Model • Systems management is not just for “management” • Use as an assessmentand installation tool • Leverage your IPT investment with an integration to other company processes and databases Assess Install Integrate Manage

  10. Telephony Receiving Recognition FCAPS under IPT • Provisioning software • Synchronizes the billing database and corporate directory • Performance software • Recommends provisioning changes to accommodate growth • Security software • Detects abuse and triggers an automatic service freeze • Provisioning software • Mirrors changes in e-mail group distribution lists into voice mail group distribution lists

  11. Telephony Receiving Recognition Maslow’s Hierarchy • Evaluate existing tools serving each of the 5 FCAPS areas • Allow for exceptions, e.g. performance management for a call center • Look for drastic inequality Anticipate Manage React

  12. Telephony Receiving Recognition Lifecycle • Introduce VoIP • Begin Unified Administration planning prior to moving to IP • Ask for Unified Administration in RFP • Sell • Perform assessment • Know the target network • Establish urgency • Migrate • Move data supporting existing business processes • Reduce risk of failed or delayed implementations • Make Unified Administration a new service

  13. Telephony Receiving Recognition Lifecycle continued… • Manage • Maintain optimal performance • Make systems management a better service with Unified Administration • Integrate • Automate manual administrative tasks • Personify the promise of IP Telephony

  14. What is Migration Really About? Considerations • Time • It WILL take longer than you expect (for the first time) • Vendor offerings • Recognize value of existing relationships • Design assistance • Project planning assistance • Network assessment/validation • Requirements review • Software release coordination • Tips • Pilot the entire system • Upgrade first

  15. Bringing the Truths Together Returning to the Truths • Supporting business strategy • Alignment with value • Unified Administration • Deserving of recognition • Needs acknowledgment • Make the obvious obvious • Migration is difficult • Consider partners • Consider lifecycle • Consider time

  16. Bringing the Truths Together Business Applications • Real-time applications • Messaging & collaboration • People-centric • User-published & controlled • Integrated • Customizable • Extensible

  17. Bringing the Truths Together Business Applications • Wireless access strategy • Presence Detection • Follow Me • Application development

  18. Bringing the Truths Together Business Opportunities • Disaster Recovery • E911 • Migration • Call Accounting support • Corporate Directory • Off-line Provisioning • Discrepancy Reporting/SLA • … and more

  19. Bringing the Truths Together Opportunity: Migration Cutover • Challenge: • Limited visibility into disparate systems • Limited technical resources • Limited timeframe • Solution: • Improved data visibility • Reduced errors • 65% faster migration • Reduced business risk • Benefit: • Can leverage promises of IPT more quickly • Linked telephony to business strategy

  20. Bringing the Truths Together Opportunity: Automated Voice Mail Distribution Lists • Challenge: • 10,000 national field sales employees • More than 1,000 lists • Rapidly changing list membership • Incomplete visibility and control • Disparate systems ownership and management • Solution: • Linked telephony with HR databases for improved accuracy • Simple Web interface for “ad-hoc” distribution list MAC work and reporting • Web interface to allow for flexible systems management • Benefit: • Improved communication with field sales force • Improved ability to respond to organization • Linked telephony to business strategy

  21. Bringing the Truths Together Opportunity: Disaster Recovery • Challenge: • Natural disaster interrupted services • Needed to maintain voice communications • Solution: • Identified capacity on remote voice mail systems • Exported data to populate on remote system • Managed systems remotely • Benefit: • Re-established communication with 2,150 employees within hours • Improved organization’s ability to respond to crisis • Linked telephony capabilities to service strategy

  22. Bringing the Truths Together Opportunity: E-911 • Challenge: • Protect staff and students • Resolve discrepancies between the E-911, IPT switch and PSAP data • Keep information accurate day-to-day • Validate data automatically • Solution: • Synchronized information • Automatic verification of information • Benefit: • Improved emergency response time • Linked telephony to service delivery

  23. Putting the Power of Convergence to Work Implementation • Consider more than one facet of convergence when extending your system. • Proper preparation is the key to success; but preparation is not just about networks! • Involve cross-functional teams • Look for partners who can help you • All lifecycle elements • “Day 2” administration • Align with business strategy • Track and report metrics • Communicate successes

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