Post on 29-May-2018
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Jim Burton
CEO, CT Link
Cofounder, UCStrategies.com
Nancy Jamison
Welcome
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
,
UC Expert, UCStrategies.com
Tim Passios
Director, Solutions Marketing
Interactive Intelligence
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Founded 1994
Publically Traded: Nasdaq ININ
Innovative, first-to-market approach
1st all-in-one platform for enterpriseand contact center telephony
1st SIP-based IP contact center suite
1st all-software IP PBX
Head uarters: Indiana olis Indiana
Innovation A Solid Foundation
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Regional North America HQ offices:
Offices throughout EMEA, APAC
and Latin America
Denver, CO Irvine, CA
Herndon, VA St. Louis, MO
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CaaS: Communications-as-a-Service
Communications provided, and managed, as a
service vs. on-premises system
CaaS Defined:
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Similar in scope to other software applications Minimization of capital expenditures and onsite
equipment
The contact center is leading the way
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The preferred approach to business solutions, including
communications allows companies to:
Reduce or eliminate capital expenditures
Reduce IT educational and support costs
On-demand scalability safety from over or under
provisioning
The move to CaaS
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Reduce IT footprintIncrease deployment flexibility
Develop a disaster recovery plan
Gain access to new technologies more quickly
Enjoy investment protection
Develop a virtual workplace
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Centrex
Didnt meet the needs of majority of the market
Only garnered 1-2% share of agent positions in NA Didnt provide administration interfaces for MACs
Didnt have the applications
CaaS vs. Centrex
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
TDM-based Limited and inflexible deployment models
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CaaS
IP-Based
Full-featured, robust applications for contact center andenterprise communications
Flexible deployment models
CaaS vs. Centrex
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
pp ca ons can e urne on or o rap y Remote administration tools
Remote supervisory monitoring tools
Phones can be moved around anywhere in the office
*Can provide complete monitoring tools (queues, users,
lines, emails, chats, faxes - all with alerts)*Depending on the provider
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While small and midsize businesses (SMBs) are attracted
to the operating expenditure (opex) financial model, hosted
contact center services are being embraced by larger
enterprises as well. Gartner Dec 2008 G00163587
The number of CaaS agent positions will grow from 107k in
What the Analysts Say
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
ar ner e
Given todays tight economic environment and these
potential savings, the hosted or on-demand contact center
solution must be considered when an SME is consideringimplementing or revamping a customer interaction software
application. -- Yankee Group March 2008
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Selecting a CaaS Provider
Provider Options
Traditional Carriers
Considerations
Poor track record with complexapplications
The ASP doesnt own the contact
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Traditional ASPs
Start-up CaaS/SaaS Providers
ContactCenter/Communications
Software Companies
center/communications software =lack of control
Typically small companies with alack of financial resources, track-
record and experience = increasedrisk
Provider-developed software =greater control and experience/best
practices
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CaaS Functionality
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Contact Center
ACD
Supervisor Applications
Recording and Quality Monitoring Post Call Survey
Outbound Dialing
Screen Pop
CaaS Functionality
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
IP PBX Auto Attendant
IVR
Knowledge Management
Integrations
Administration
Customer Portals
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UC
Presence
Conferencing
Embedded call control
Web Collaboration
Video
CaaS Functionality
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
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2009 Interactive Intelligence, Inc.
DEPLOYMENT APPROACHES
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System A System B System C
Service Provider Data Center Dedicated server for each
customer
Excellent customer isolation Expensive because of
dedicated hardware
Separate System Approach
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Customer A Customer B Customer C
Difficult for service providerto manage
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Customers share hardware
and run off a single
software image
Inexpensive and easy to
manage for the service
rovider
Shared Tenant Approach
System A
Service Provider Data Center
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Poor isolation of onecustomer from another
Poor security, increased
riskCustomer A Customer B Customer C
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Dedicated virtual machine
for each customer (and
ideally dedicated CPU) Excellent customer isolation
Much less expensive and
Virtual Machine Approach
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
eas er o manage an
dedicated hardware
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2009 Interactive Intelligence, Inc.
DEPLOYMENT MODELS
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Three Deployment Models
Local ControlVoIP
RemoteControl VoIP
RemoteControl TDM
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2009 Interactive Intelligence, Inc.
DEPLOYMENT MODELS
Local Control VoIP
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Local Control VoIP Model
InternetPSTN
RTP
SIP Messaging
Other Data
Data CenterData Center
MPLS
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
VoIP
Gateway
End Users
(Business/Agents)LCM
Device
Database
Server
Router
Customer
LAN
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Local Control VoIP Model
InternetPSTN
RTP
SIP Messaging
Other Data
MPLS
Data CenterData Center
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
VoIP
Gateway
End Users
(Business/Agents)LCM
Device
Database
Server
Customer
Router
Remote SiteRouter
WAN(MPLS)
LAN
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Keep your current Telco lines
Keep voice on your network
Keep recordings on your storage Keep data in your database
Easily handle remote sites and remote agents
Local Control VoIP Considerations
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
eep a ng ca s even e ecomes unava a e
Easily transition to a premises-based solution
Requires VoIP-ready network and on-premises equipment.
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2009 Interactive Intelligence, Inc.
DEPLOYMENT MODELS
Remote Control VoIP
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Remote Control VoIP Model
Internet
Data CenterData Center
LCM
Device
RTP
SIP Messaging
Other Data
VoIP
Gateway
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Analog VoIPGateway 911
End Users
(Business/Agents)Database
Server
Router
Customer
Router
PSTN
Network
LAN
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Remote Control VoIP Model
Internet
Data CenterData Center
LCM
Device
RTP
SIP Messaging
Other Data
VoIP
Gateway
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Analog VoIPGateway 911
End Users
(Business/Agents)Database
Server
Router
Customer
Router
PSTN
Network
Remote Site
Router
WAN(MPLS)
LAN
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Minimize equipment required on-premises. (IP phones,
analog gateway)
Easily handle remote sites and remote agents
Leave the hassle of Telco lines and equipment to the
service provider (Interactive Intelligence)
-
Remote Control VoIP Considerations
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Survivability mode if MPLS network is down.
Usage fees for inbound call only. No usage on agent
connection call over MPLS
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2009 Interactive Intelligence, Inc.
DEPLOYMENT MODELS
Remote Control TDM
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Remote Control TDM Model
Internet
Data CenterData Center
LCM
Device
Database
Server
VoIP
Gateway
LAN
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
PBX
End Users
(Business/Agents)
Router
Customer
LANPSTN
MPLS
Network
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Shorter implementation
Utilize existing TDM equipment
No need for a VoIP-ready network
No need for an MPLS connection to the data center but
may require increase in internet bandwidth.
Remote Control TDM Considerations
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
Two call legs (customer and agent) over PSTN, thus higher
usage fees
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2009 Interactive Intelligence, Inc.
CAAS CONSIDERATIONS
How to determine if you are ready
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Is your network VoIP ready?
Do you need to extend the capabilities of your current
communication infrastructure? (TDM, VoIP, or hybrid)
Do compliance standards require you to maintain control of
5 Deployment Model Considerations
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.
customer data?
Do you have a distributed environment with branch office and
remote workers?
Are there future plans to migrate to a premises-based
system?
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Questions?
Innovation Experience Value www.inin.com2009 Interactive Intelligence, Inc.33
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Cloud-based Communications
Do you know why?