4. The Business Justification for Software-based Voice and Unified Communications 31/01/11 Reduce Communication Costs Improve Operational Efficiency Enhance Productivity and Collaboration Gain Competitive Advantage “ HARD” “SOFT” Tactical Strategic Toll bypass, least cost routing, data center consolidation, SIP trunking Reduce travel costs, eliminate 3 rd party conference service expense Enable mobility, federated presence, desktop multimedia conferencing Integrate UC with business processes and line-of-business apps 2010 licensed research
Presentation Objective: Provide an overview of SEN Group's range of solutions and specific elements of our three solution area portfolios (Voice & Applications [including UC and Contact Centers], Network Infrastructure, and Services). Also, to illustrate the value customers derive from our solutions and what makes us better and different as a provider of enterprise communications solutions and services.
Objective: to illustrate the cost and business / revenue impact of inefficient business processes, especially customer-facing processes like sales and customer service (e.g. in the contact center). Message: studies have shown lack of first contact resolution drives up to 30% of contact center customer service costs, and may be a driving factor in over 60% of customer defections which are typically based on service issues, not product or pricing problems. Manual and repetitive customer interactions can be automated to make them more efficient and effective, which also increases employee satisfaction and retention given that repetition and boredom are a key driver of expensive worker turnover in the customer service and contact center environments.
Finally, our Contact Center solutions include four components: OpenScape Contact Center Agile and Enteprise, our multimedia contact center solutions. Agile is optimized for small to mid-sized contact centers, while Enterprise is fully customizable. OpenScape Contact Center Campaign Director, for managing outbound campaigns OpenScape Contact Center Voice Portal, our IVR and voice portal solution, and OpenScape Contact Center Recorder, for recording and quality monitoring
Finally, our Contact Center solutions include four components: OpenScape Contact Center Agile and Enteprise, our multimedia contact center solutions. Agile is optimized for small to mid-sized contact centers, while Enterprise is fully customizable. OpenScape Contact Center Campaign Director, for managing outbound campaigns OpenScape Contact Center Voice Portal, our IVR and voice portal solution, and OpenScape Contact Center Recorder, for recording and quality monitoring
Finally, our Contact Center solutions include four components: OpenScape Contact Center Agile and Enteprise, our multimedia contact center solutions. Agile is optimized for small to mid-sized contact centers, while Enterprise is fully customizable. OpenScape Contact Center Campaign Director, for managing outbound campaigns OpenScape Contact Center Voice Portal, our IVR and voice portal solution, and OpenScape Contact Center Recorder, for recording and quality monitoring
Presentation Objective: Provide an overview of SEN Group's range of solutions and specific elements of our three solution area portfolios (Voice & Applications [including UC and Contact Centers], Network Infrastructure, and Services). Also, to illustrate the value customers derive from our solutions and what makes us better and different as a provider of enterprise communications solutions and services.
Skalierbar: Bis 100.000 Benutzer pro System Robust: Linux-Server in einer Worker-Worker-Konfiguration und RTP-Schicht gewährleisten 99,999-prozentige (5x9) Verfügbarkeit Überlegene Architektur: Cluster-freie Umgebung ohne geographische oder physikalische Einschränkungen. Datencenter-Implementierung ist mit geringerem Wartungsaufwand verbunden. Benutzerfreundliche Leistungsmerkmale der Enterprise-Klasse: Webdienste führen zu einem optimierten Ansatz für die Integration von Kommunikationsdienstanwendungen Interoperabilität: Die Möglichkeit, durch Einsatz von hersteller-unabhängigen Gateways, Endpunkten, Anwendungen und Servern eine „Best-of-Breed“-Kommunikationslösung bereitzustellen Wert: Geringste Gesamtbetriebskosten (TCO)
Flexible deployment and consumption models supporting on site, hosted, private and public cloud models In most scenarios the OpenScape portfolio becomes beneficial if the customer is looking for more than 30% of users to have IP desktop. OpenScape Xpress is a pre packaged OpenScape UC Server Enterprise solution providing partners with a self contained easy to learn, sell, implemented and service solution for the 350-1000 user market. It has a very low server footprint (2U) and has UC and Call Center applications pre integrated. Any investments made in OS UCS Xpress are transferable to the Enterprise edition both in terms of sales and technicl atraining for partners and licenses for customers.
Explanation of the Architecture – OpenScape UC Server Xpress (OS UCSX) provides all call feature and UC capabilities to the subscribers in the Main Office as well as the Branch Office. OS UCSX Main Office is connected to a SIP Service Provider who provides access to the PSTN. Use of SIP Trunking has a ROI within months SIP Trunking is ~ 30% cheaper then PRI connectivity SIP Trunks can be model on actual usage. Some SIP Providers allow for ‘burstable’ usage for peak traffic times. The Branch Office is also connected to a SIP Service Provider via SIP Trunks. Another connectivity point is the extension of the Branch Office LAN either via WAN or IP Service Provider to the Main Office via IPsec or VPN. This is not a specific Branch Office capability, but a general use of LAN / WAN VPNs. If OS UCSX in the Main Office fails, the Branch Office will still be able to maintain call connectivity to the PSTN, and will still be able to provide local calling features between Branch Office subscribers.