OpenScape Business Attendant

Report
OpenScape Business
A unified business solution for small and mid-size companies
Oct. 2013
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
3
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
4
UC Can Help You
What’s important?
To find people quickly
A shipment is heading to the
warehouse – Who will receive it?
A deal will close if the owner can
talk to the prospect – Can I reach
the owner in time?
Presence Saves Time
32
Mins
What’s important?
Never missing a
message from a
customer or coworker
A multi-tasking sales person won’t
miss a voice or fax message
because they will automatically
appear via e-mail
A Single Inbox
Average time
saved because
UC helps you to
find the person
you need on the
first attempt
Sources: Information Week, IT Management, Inc. and Sage Research, Inc.
43
Mins
Average time
saved by
managing emails,
voicemails and
faxes from one
inbox
What’s important?
Not wasting time
transferring data
Law firms can track voice
communications automatically.
If a customer calls, their CRM data
will automatically open on your
desktop
Integration Can Help
3
Benefits
1- Time Savings
2- Better Accuracy
3- Real-Time Data
Access
5
Our Own Experience
Cost Control and
Investment
Protection
Leverage IP and UC
One Solution
Improve Team
Performance and
Customer Service
Retain Competitive Advantage
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
6
Goals and Solutions
Business Goals
Key Factors
Management
Team
• Manage many tasks
• UC available to everyone
• Enable employees on the move
• Support smart phones and tablets
• Improve customer service
• Integrated tools enabling productivity
• Lower operational costs
• Simple migration
• Scalable and flexible solution
• Integration; add new users and devices
• Vendor support
• Global model to reassure customers
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
7
OpenScape Business
A unified business experience for single or multi-site environments
All-in-One
Fully
Integrated
Unified Business
“Classic” or Modern
VOIP Cabling
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Phones and apps for
any workplace
Adapts to
your
Business
8
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
9
The Perfect Solution for SMBs
OpenScape Business Voice & Unified Communications
User Clients & Groupware
Voice & Video Clients
myPortal Smart, myPortal for Desktop,
myPortal for Outlook, myPortal for Mobile/ Tablet
All OpenStage HFA, T & SIP devices,
Video with OpenScape Personal Edition SIP
Multichannel Contact Center
Available now for all deployment models
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Attendant Console & Applications
myAttendant & OpenScape Business Att
enhancements
OpenStage GateView, Application Launcher
10
For any Infrastructure, HW & SW,
“Classic” or IP
OpenScape Business X3 / X5 / X8
OpenScape Business S
Voice & UC-Solution for up to 500 Users
Virtualized PABX for up to 500 Users
All-In-One Voice & UC with on-board full IP, for up to 500 IP Users,
IP & Digital & Analog, DECT, ITSP, SIP Trunking, ISDN / S2
All-in-one Voice & UC , Server -based UC
Software Solution for up to 500 Users,
Virtualization with VMware, SIP Trunking
X3
X5
X8
UC Booster Option
UC Booster Card
For up to 150 UC Suite Users
Plug-In Board for X3R/X5R/X8
UC Booster Server
For up to 500 UC Suite User
Server for X3/X5/X8
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Voice Channel Booster
additional DSP channel
for X3/X5/X8
Server-based or fully virtualized
11
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
12
UC Clients for any Workplace
Desktop Clients
Mobility Client
myPortal Smart
myPortal for Mobile/for Tablet
•The powerful entry into the world of UC
•For office-based users with the most common OS
(Windows & MAC)
For mobile users – offering UC everywhere
on almost every device
Desktop & Groupware Integration
On the Phone
myPortal for Outlook & Desktop
myPortal for OpenStage
•Full feature diversity on the Desktop or integrated
into Outlook
•The perfect solution for Microsoft Outlook users
Allowing office-based workers fast change of their
presence status and fast & comfortable
access to their voice mail box
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
13
Powerful Entry into the UC World
Stay in contact, and never miss an important message
with myPortal Smart
Presence includes status-based announcements
Favorites includes Call Status
Voicemail to E-mail
Visual Voice Mail Control
Ad hoc conferencing
Directory Access
Chat
Reminder
For Apple MAC OS & Windows
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Integrated in the
UC-Mainboard for
up to 50 users for
the X3, X5, X8
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UC Smart -Integrated Enhancements
Improve your reachability with integrated visual
voicemail and Auto Attendant
Voicemail – Fully integrated into UC
Smart
Auto Attendant - No need for
additional hardware
•
•
•
•
•
•
•
• Up to 100 Auto Attendant Mailboxes
• Multi Level Attendant , AA to AA, Mailbox or
numbers
• 4 Auto Attendant Greetings for: night/day, manual
selection, etc.
Up to 300 Voicemail boxes
6 Channels, 32h recording
TUI or UC Smart controlled
Voice Quality G.711 Wave
Enhanced password security
Announcement port start/stop or Loop
Group Mailbox (MWI to all members)
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
15
myPortal for Desktop & myPortal for Outlook
Speed your communication with integrated UC
Web-Collaboration
Call Recording
Integrated Presence
Visual Voicemail
Fax Mailbox
Outlook
Integration
Call Journal
Directory Access
Favorites
Drag & Drop
Conference
UC Suite
with UC Booster Card, Booster
Server or Business S
Instant
Messaging
Call Pop-Ups
1#
Mobility
One Number Service
Personal
Notification
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Social
Media
Personal
Auto-Attendant
Dial per
Mouse Click
16
myPortal for Mobile & myPortal for Tablet
Unlimited Mobility and Collaboration – Be available
 Enhanced UC feature set for managing calls
 The OpenScape Business user interface for
directly from the mobile phone (incl.
mobile employees using smartphones or tablets
conferencing, consultation and call transfer)
with a graphical user interface such as: iPhone,
Blackberry, Nokia, Android and Windows Mobile
 No need of a parallel fixed phone anymore with
the new mobility user license
 Open browser based approach for all other
mobile phones or tablets - No dedicated
applications need to be loaded on the mobile
device
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
17
OpenScape Web Collaboration Integrated
Launch it with OpenScape Business User Interface
• Full-featured OpenScape Web Collaboration
solution specifically packed and embedded for
SMBs
• Launched via OpenScape Business Drag &
Drop Conferencing Service or from call pop-up
window
• Simple, intuitive interface with one-click access
to all features
• Integrated text, data, web, and multi-party
H.264 desktop video conferencing
• Mobile client that runs on any smartphone
device including iPhone, iPad, iPod Touch and
Android clients
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
• Highly secure 256-bit AES encryption
• On-premise deployment model, that can be
installed quickly, cost-effectively, and with
minimum IT resources
• OpenScape Web Collaboration requires a
Windows Server
• Available with UC Suite (UC Booster
Card/Server
or Business S)
18
OpenScape Business Attendant and BLF
Provides the perfect view to all users
OpenScape Business Attendant
• Display and change Presence status on
Attendant BLF
• Show BLF with Feature keys ( Hold, Day/Night )
• New Phonebook : System speed dial
• "All in one window" for small systems
• Support of OpenStage 30T
• Network-wide “Call Status” & Presence View for
up to 4 Nodes (with BLF Server), more on a PSF
base
• Different Skin variants available
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
OpenScape Business BLF (Busy
Lamp Field)
• Network-wide Call Status & Presence view for up
to 4 Nodes
• Display Presence status for other users & Change
own Presence
• Up to 50 Business BLF Users per node
• Caller Journal in/out
• Dial via Web Service Interface (CTI Control)
• Business BLF is a “Stand-Alone” Application, BLF
Server for network-wide use
19
The Attendant Console and myAttendant
Stay in control of your business and see who is
available, and who is not, at-a-glance
myAttendant for UC Suite
for operators to handle calls fast
and efficiently, and for managing
teams
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
20
On-Premise Mobility -DECT and DECT IP
For voice connectivity on the entire campus, for
traditional and IP-based communication infrastructures
DECT “Classic”
DECT IP
• For traditional and network infrastructure
• Convenient, easy-to-use ,menu-driven interface
of the DECT handset
• Up to 7 DECT base stations for X3 and X5 rack
variants
•
•
•
•
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
For IP networks
Phonebook via LDAP
Call waiting and call forwarding
Caller Name on display and differentiation of calls
(internal/external)
• Message Waiting Indication
21
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
22
Integrated Contact Center with UC Suite
Optimize agent productivity with innovative communications tools
Business Process Integration
Collaboration tools that get the right expert on the line
Intelligent Routing
Visual design tools that simplify workflow development
Integrated Multimedia
Supervisors tools that can help Agents be more productive
Easy Management & Reporting
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
23
Multimedia Contact Center
Anywhere Agents –One Call Resolution
Branch Office
•
•
•
•
•
•
•
•
•
Reports
Agent Functions
Team Information
Presence of the Experts
Call Pop-Ups
Hands-free Call Control
Individual Recording of Agent Calls
Contact Center Voice Calls, Fax, & E-mail
Customized Agent Desktop
Headquarters
Supervisors and Agents
Agents
Agent
At Home
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
24
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
25
The Open Approach –IT Flexibility
Seamlessly integrate into the IT Eco Systems of choice
Integration
Integration into business environments and
customer databases with Open Directory Services
and Application Launcher increase productivity
Social Collaboration
Extending communications reach with standard
Interface XMPP leveraging social media networks
(e.g. Google Talk)
Flexible Deployments
Connectivity
Desktop and OS/Application level virtualization
reducing physical HW while enhancing availability
and reliability
Open SIP Interface to leverage lowest cost IP
communications via SIP trunking, including service
such as Skype Connect
SIP
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
26
Integrate CRM with Application Launcher
A client application that allows the launch of 3rd party
business applications based on Caller Identification (CLI)
Productivity
Customer Service
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
•Handing over caller information from
OpenScape Business into existing customers
CRM apps
•Launch customer apps by batch file or URLs
•Flexible pop-up windows with customized
action buttons
•Can be licensed individually per user client
27
Open Directory for Business Process
Integration
An embedded solution to provide flexible connectivity to
external customer databases & client applications
Unified Directory Access
Database Connector SQL
Access to Phonebook
Open Directory Assistant
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
•Access to all directories from 3rd party
applications, OpenStage or IP-DECT through an
embedded LDAP Server interface
•Connection to multiple external databases
•Combines internal directories and external
databases into a single unified search engine UI
•Easy to manage and configure through wellknown OpenScape Business Web-based
Management
28
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
29
Full Range of UC-enabled Devices & Voice
Clients
OpenStage HFA, SIP & T –Secure, reliable advanced phones
Phones
Deployment
Service
Mobile UC
IP
Soft
Clients
CMI, IP DECT,
WLAN
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
•OS5
•OS10
•OS15
•OS20
•OS30
•OS40
•OS60
•IP 35/55 (SIP)
* Migration of existing optiPoint Phones possible
30
OpenStage Gate View
User-friendly, security solution offering real-time video
surveillance to observe/control your business from anywhere
•PC Desktops (Web-client)
•OpenStage 60
•iPhone/iPad (Gate View app)
•Entrances
•Parking lots
•Doors
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
•View real-time video from a broad range of
device options
•Compatible with a large range of certified IP
web-cameras to prevent physical threats
•Video recording to secure and observe
important areas
•Video-control entrance areas and grant access
via OpenStage phones together with video doorphone solutions
31
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
32
Networking with UC Suite
Flexibility in deployment and interfaces
•
•
•
•
•
•
•
•
•
•
•
•
•
Voice supported Presence management (Presence visibility)
Network-wide call status (ringing, on call, active mobile device)
Call Pick Up via myPortal
Instant Messaging including multi user chats
Drag & Drop Conferencing in the network
Network-wide Web Collaboration (with Desktop Sharing & Video)
Voicemail forwarding in the network
Business Attendant and myAttendant change presence status for all users
System-wide internal directory and favorites
External directories via Open Directory Services
Integration into MS Exchange calendar and public folders
XMPP based presence & chat support to external partners
Providing network-wide busy lamp indication on DSS Phone Keys
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
33
Software-based UC Solution- Virtualization
Motivations
Benefits
• Re-organization due to server
rank-growth
• Reduction of physical Server-Parks:
> HW costs, Space, Green IT
• Need of Centralized Management
• Ease of Data Backup and Restore
• Need to enhance reliability
•
Scalability
• Need to reduce service hours
•
Monitoring
•
Re-use of old OS systems in a
virtual environment
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
34
Survivability is Business Continuity
• Dedicated Standard Industry Server
Customers
• Redundant power supply
• Linux SW based redundant hard disks
• ECC RAM to detect and correct RAM
errors
Suppliers
Host
System
• Automatic re-register via second
standby registration setting
• Voice functionality can be used during
the emergency mode
• Detects server failures automatically,
using a “heartbeat” on servers
• Restarts virtual machines almost
instantly without human intervention
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
1. High Availability
Server HW
2. X3/X5/X8 Failover
3. VMWare – High
Availability
Sales Teams
35
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
36
Leverage Existing Investments
Innovative Migration for your existing HiPath 3000 V9
Leverage Existing Investments
Easy migration path for HiPath 3000 (includes OpenScape Office HX) customers – Exchange
your mainboard
Migration Path for OpenScape Office LX Customers – Free of charge upgrade license
Investment Protection – Keep your hardware, phones and cables
Flexibility to move from TDM to IP– Exchange your mainboard
Upgrade to full featured UCC and use Presence, Fax, Conferencing, Contact Center and much
more…
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
37
Agenda
• Market Trends
• Devices for Voice and Video
• OpenScape Business – The
Solution
• Networking and Virtualization
• User Clients and Groupware
• Multimedia Contact Center
• Migration to OpenScape Business
• Go with OpenScape Business into
the future
• CRM Integration and Application
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
38
OpenScape Business
All-in-One Solution meeting all SMB needs
• Easy to install and maintain
• Scalable and Flexible
• Mobility/Distributed Workforce
• Management of Operational Costs
• Productivity and Customer Service
• Support
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
39
"We are pleased to add OpenScape Business to
our portfolio and are excited to bring a UC
solution to our TDM customers. As a partner
who has sold HiPath 3000 systems for many
years, we see OpenScape Business as a natural
evolution of this product family that brings our
customers the latest in communications
technology."
Ian Allmark
Managing Director, Lloyds IP
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
40
OpenScape Business -Unmatched in Value
Simplicity
More UC functionality in one box than any other vendor, and is easy
to support with Web-based management tools
TCO
A superior ownership experience – No rip and replace to upgrade from
TDM to IP, add more functionality, or scale to support more users
User
Experience
Has Apple Mac OS client, where other vendors only have Web-based
solutions
Flexibility
Available on more mobile platforms than any other vendor
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
41
OpenScape Business Key Takeaways
• Streamlined use of product components (i.e. cables, hardware
boards)
• Designed as an All-in-One Appliance with TDM, analogue, DECT, IP
and UC as default capabilities
• New license model to simplify purchasing process
• 3 years SW Assurance is included, receive all upgrades and updates
for free
• 3 years of partner Support is included with premium hotline, remote
access platform
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
4

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