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Agenda
• Government Business Challenges• Business Benefits of Unified Communications• Government Solutions with Unified Communications• A New Architecture for Government Communications• Session Initiation Protocol – the “Glue” for UC • Unified Communications – Planning for Success• UC Case Study-University of Washington• UC Case Study - Stevens County• Migrating UC to the Data Center
• Cerium Networks established October 2000• Core Business
– Unified Communication Solutions: “A solution-based approach to unifying telephony, instant messaging, presence, video, collaboration, and conferencing”
• 100+ Technology Professionals• 7 Offices in the Northwest• Unique Value
– Technology Professionals– Strategic Alliances– Business Practices
Judy Blinn: Senior Account Manager, Public SectorRoger Junkermier: President
Increasing Complexities …
How can I do MORE WITH LESS?
How can I REMAIN PRODUCTIVE when I'm out of the office?
I need to MOVE FASTER.
I don’t need more information, I need KNOWLEDGE!
How can I do 12 HOURS OF WORK in only 8 hours?
I want government to WORK THE WAY I WORK.
I want 24-HOUR ACCESS to services.
… and their Impact on Government
How can we CONTAIN COSTS?
We need to be able to SHARE RESOURCES with other agencies.
We need to do more with our EXISTING STAFF
We need to CHANGE THE STATUS QUO.
We need cost-effective ways to INVOLVE CITIZENS.
We need to make BETTER DECISIONS FASTER.
We need to be prepared for all kinds of EVENTS AND EMERGENCIES
6
Business Challenges Faced By Government
• Simplify citizen access to government• Provide additional communications channels
for citizen access, e.g. web sites, IVR access• Balance between responsiveness and service costs
ImprovingCitizen Service
ImprovingCitizen Service
• Continued pressure to reduce networkand telephony expenses while improving productivity
• Projects need to show clear benefits/ROI• Complying with policy mandates (i.e. Green, e911, etc.)
Managing withinConstrained
Budgets
Managing withinConstrained
Budgets
• Citizen and employee safety a high priority• Communications interoperability between government entities • Focus on continuity and disaster recovery
Providing Safety& Operations
Continuity
Providing Safety& Operations
Continuity
Challenges in Government are driving….
• Stronger case for IT consolidation & virtualization
• More collaboration and shared services• Service delivery productivity and
operational efficiency investments• New methods for cost reduction, shift
from capex to opex, managed services, cloud computing, procurement management
Changing the Way We Work
Text Voice, Video
Num
ber
of
Sta
keho
lder
sCollaborative Tools
Documents
On
eM
an
y
EmailIM
TelePresence
Unified Communications
Vmail
Discussion Forums
Video on Demand
Wikis Blogs ContactCenter
Conferencing
Social Networking
“Unified Communications capabilities have enabled us to save thousands of taxpayer dollars in infrastructure. At the same time, we are helping the department achieve its mission and deliver better service to Alabama residents. ”
— Gene Hill, County Support Manager, Alabama Department of Health
Benefits of Unified Communications
• Productivity Gains • Efficiency Gains• Infrastructure Savings• Reduced Footprint• Disaster Recovery Improvements• Ease of Administration• Remote Access to Business Systems • Expansion of Citizen Service
10
Citizen Benefits
Improving Citizen Service Enhance Citizen Experience
• Consistent access to government Multi-channel/Multi-device Citizen choice
• Speech and web self service• Increase productivity of agencies • Increased first-call resolution• Real-time access to knowledge• Closed-loop communication• Proactive citizen outreach
Reduce Costs• Consolidation of resources increases
productivity & efficiencies• Leverage experts across all agencies• Shift from agent to self-service options• Application sharing across agencies
UC Core
WEB
Self ServicePortal
11
Controlling Costs
Shared Applications
Managing Within Constrained Budgets Consolidated Communications
• Consolidation of networks• Unified communications & messaging• Consistent features/functionalities• Connect remote agencies• Collaboration improves productivity• Government-wide reporting & analytics
Mobility & Remote Workers• The same applications and number wherever
people go• Remote workers reduce infrastructure costs• “Green” grant funding opportunities
Shared Applications• Combine budgets to move to new technologies
Trunking
AvayaAuraTMUC Core
12
Safety
Providing Safety & Operations Continuity
E-9-1-1• Federal regulations will get tougher• Consolidation of networks & architecture increase
the complexity of 9-1-1 Notification Solutions
• Emergency & non-emergency• Internal notifications
Event or resource based• Outreach to citizens
Event or geography based Communications Continuity
• Disaster recovery options Distributed across state/county/city
• Remote/teleworker solutions• Mobile communication solutions
AvayaUC Core
Government Solutions
• Enable click-to-call directly from unified communication client.
• Allow mash-ups of government applications such as maps, floor plans, directions and timings within UC Desktop
Enhance UC with Multi-Media Communications
Campus Map
Enable Citizen Services with Video
• Video self-help and wait-treatment• Live 2-way video collaboration
Agent share: Video Documents Web Pages
Citizen initiates
query for service or
information
2-WayConference
Video
Self Service
Interactions are Changing
No Single Interaction Channel: Need to be Proficient in all Channels
Source: Webtorials Editorial/Analyst Division
StandardMedia
Social Media Integration
SocialNetworks
Web
Managed Agents & Experts
Contact Routing
Inbound Contact
Social Media
Manager
Enterprise Contact Center
Scan and process events from social media using Contact Center infrastructure
Customer Service
Contact Center• Unified agent desktop
• Social media integration
• Video enabled agents
Voice Interactive Response Proactive Outreach
Enable Exceptional Customer Service
Proactive Outreach
Use Cases in Government
• Outage notifications and bill reminders
• Emergency medical services (EMS) collections
• Revenue collections
• Fine collections
• Tax collections
• Court fines
• Reminders
Automated outbound agent
Preempts and reduces delinquency
Voice, SMS, email contacts
Credit card payment, account withdrawal, promise to pay
Campaigns created
Voice Portal and Media Processing Platforms
Reminders and Collections
19
Legacy Utility
• Switch-specific administration• Site specific dial tone• Separate voice and data
services• Limited wireless and mobility
(voice or data)
Business Enabled ServicesConverged Facilities
• Standalone video services• In-building mobility (voice, data)• Site-dependent collaboration• Reactive contact center services• Call control• Number portability• Asynchronous messaging
• Integration of non-heterogeneous systems
• Core Trunking and tail-end hop-off• Networked messaging• Centralized multi-vendor services• Network-available application services• Enterprise-wide consistent services &
function• Borderless connectivity & services
TDM, Analog, & IPTDM & AnalogSIP- Enabled Services
• IVR “agency specific” gateways• Uni-directional speech access• Voice mail• Asynchronous Messaging
• Heterogeneous integration• Enterprise dial plans• Site specific applications• Integrated voice/data• Basic IP presence services
• Enterprise mobility (voice, data, apps)• Social Network integration• Integrated skills based call routing • Proactive call center applications• User specific services & control• Device independent information acquisition and
access• Device, Application, and System (e.g., CRM,
GIS,) integration• Context based messaging• Real time, synchronous messaging
Infr
ast
ruct
ure
Ap
plic
atio
ns
User-Centric
Organization - CentricNetwork - Centric
Business Challenges Faced by Government: The Evolution of Technology
Today’s Complex Government Architecture
. 23
VideoSystemsVideoSystems
Communication SystemsCommunication Systems
DataCentersDataCenters
Communication SystemsCommunication Systems
Contact CentersContact Centers
ConferencingServicesConferencingServices
EnterpriseApplicationsEnterpriseApplications
23
IP Multimedia Subsystem (IMS)
• Enterprise IMS• SIP for all Connectivity• Centrally Shared Applications
Network/Access
Connection
ApplicationFeature Server
Messaging
IVR FutureApps
Session/Routing Manager
3rd Party PBX/IP Phones
SIPCarrierService
SIP Phones
Legacy PBXLegacy PBX IP Connect Gateway
25
The Need for an Evolutionary RevolutionA common customer scenario
• Manage heterogeneous multi-vendor mix of TDM and IP• Avoid complex and costly “rip and replace” everything in one step• Realize significant cost savings now• Reduce network spend• Simply manage a complex network• Deploy applications to users that need them• Accelerate the business – improving results and extending services• Securely add incremental UC and mobility applications now• Evolve old costly stand-alone systems
Business Challenge – Rip and Replace?
Session Initiation Protocol
• SIP is the application integration protocol of the future
• SIP – Ubiquitous within all types and classes of UC products, from gateways to endpoints to applications
• SIP support is pervasive throughout UC portfolios• SIP improves interoperability and leads to new
applications
UC - From Hype to Adoption
“Ninety-nine percent of all Unified Communications network implementations that fail
do so because IT departments didn’t do their homework.”
-- William Stofega, VoIP research director, IDC
30
Unified Communications Roadmap
Careful Planning Is Essential to Realize the Full Benefits of Unified Communication Solutions
Making Senseof Confusing
Technologies and Roadmaps
Making Senseof Confusing
Technologies and Roadmaps
How Do We EnsureMulti-vendor
Interoperability?
How Do We EnsureMulti-vendor
Interoperability?
Do Business Processes
& Policy Needto Change?
Do Business Processes
& Policy Needto Change?
How to Best Approach
Initiatives?
How to Best Approach
Initiatives?
Which applications should we be considering?
Where are the likely departments/agencies for deployment?
How is this technology likely to evolve?
Will the applications from one vendor work with another?
How can we makethe most of our existing investments?
What’s the best approach to minimize risk when deploying new applications ina mixed environment?
Who should use which applications?
How should they use them? Are different
IT policies and approaches required?
What capabilities should we implement and in what timeframe?
How will wemeasure and track capabilities?
How do we evaluate skills & requirements for employees?
How do we communicatechanges to citizens?
• Conduct an Assessment to…– Review WAN link bandwidth levels– Current traffic flows– View existing switches/routers/firewalls for bottlenecks and
choke points– Determine needs through testing and modeling– Placement of analysis tools
• The more you know about your network the better prepared you are to properly deploy UC
Network Assessments are Critical
Myth: UC without Quality of Service (QoS) is Acceptable
• Why is Quality of Service important?– Managing VoIP means managing delay– Even a network with large bandwidth capabilities can
have poor call quality due to network contention– QoS measures can help make VoIP traffic less susceptible
to adverse network conditions– QoS offers VoIP traffic more consistent availability
Challenges with VoIP and UC Deployments
• Converged NW Implementation Plan• User Training• Data Network and Wiring Closets –PoE & UPS• IP Phone Firmware Updates• Headset adaptation• Change Management Policy
• Technical Discovery
• Business Case Development
• Roadmap & Project Planning
• Requirements & Functional Definition
• Solution Definition
• User Interface and Report Design & Prototyping
• Software/Firmware Compatibility Analysis
• Test Plan Development
• UAT Development & Management
• End to End System Test
• System & Role-based User Training
• Operational Readiness Planning
• Simulation & Load Testing
• Go Live Support
• Business Case Validation
• Readiness & Capacity Study• Technical Design• Application Implementation
& Configuration• Multi-Vendor Application
Integration• System & Data Migration• Custom Application
Development
• Custom App Support • Transition to Operations &
Knowledge Transfer• Call Routing Optimization• Agent Desktop and
Workflow Improvement• Proactive Contact
Productivity Analysis
Professional Methodology
Plan & Design Develop & Integrate
Test, Train, & Deploy Optimize
Program Management
UW Unified Communications
• Voice over IP: Deliver voice over data network
• Video conferencing: Desktop and conference room
• Web Collaboration: Share desktops
• Unified Messaging: integrate various forms of messaging – e-mail, texting, voicemail, fax, etc
• Mobility: Access via mobile devices
UW Pilot Objectives
1. Demonstrate cost effective unified communications service
2. Demonstrate access to services via multiple devices
3. Demonstrate interoperability in a multi-vendor environment
4. Demonstrate backwards compatibility with legacy phone system
5. Collect feedback from participants
6. Use formal test methodology
UW Telecom Pilot Architecture
37
Session Border Controllers
Access
Connection
Application
DesktopSoftphones
3rd Party SIP EndpointsLegacy Avaya PBX
o o o
Basic Telephony Video Conferencing
Unified Communications
Mobile Devices
UW Telephony CoreUW Telephony Core
Voicemail
Analog Digital
SessionManager System
Manager
PublicSwitched Network
Internet
UC Case Study - Stevens County
• Multiple offices of standalone systems
• Dispersed staff requiring mobility
• Aging data network that would not support gigabit switching, QoS and devices that required PoE for VoIP
• Data core was a single point of failure
• Legacy PBX system & voice mail that was end of life & support
• Stevens County Counseling Services(NEWACS) – Multiple offices – Mobile staff – Need for effective and efficient methods to support client care delivery
UC Case Study – Stevens County
• Investment in a data network infrastructure to increase reliability, redundancy and capacity
• Developed a phased migration plan from the legacy PBX to Cisco Unified Communications Manager
• Leveraged IP infrastructure to connect remote offices– Voice, Video & Data
• Utilized mobility clients to link remote and mobile workers to the Unified Communications Manager – Improved first call contact, improved productivity by eliminating call
backs, and improved responsiveness to external and internal customers
UC Case Study – Stevens County
• NEWACS (Northeastern Washington Alliance Counseling Services) using Unified Communications video clients to link offices improving access to staff and counselors
• Unified Video Communications is utilized for providing counseling services to clients– Leverages clinical and counseling resources– Reduces expense of delivering care– Improved communication between administration & staff—more
efficient & effective in managing and delivering of care– Improved Clinical Resource utilization
UC Success – Assess, Plan, Execute
• Understand your business priorities and the ROI from addressing them (Quantify!); focus on the most important and ROI rich opportunities first
• Assess your network infrastructure and make the investments required to deliver the performance and availability your customers require
• Apply a professional Program Management approach
• Training and executive sponsorship are key
• Identify quality partners that can apply their expertise to your process