Copyright 2014 Riverbed Inc. Confidential. 1 Kevin McGowan Principal Consultant September 10, 2015 Achieving Excellence in Managing the UC Lifecycle Riverbed SteelCentral™ UCExpert

Copyright 2014 Riverbed Inc. Confidential. 2 2 Agenda Background Enterprise Gaps and Impacts Service Provider Gaps and Impacts Four Pillars of UC Deployment Management UC Lifecycle Transition Keys to Successful UC Lifecycle Management UC Lifecycle Management Benefits

Copyright 2014 Riverbed Inc. Confidential. 3 Background 1998 – Voice over IP carrier integration/implementation 2002 – Cisco Unified Communication product development 2005 – Cisco UC Deployment Service Delivery 2 million + phones verified Hundreds of UC projects completed Service Providers & Enterprises

Copyright 2014 Riverbed Inc. Confidential. 4 4 Enterprise Gaps and Impacts Design standards neglect Transformation and Operational Management Challenges Frustrating end-user experiences Poor adoption & underutilized resources Lack of management ‘visibility’ and support tools Slow transformation & feature adoption

Copyright 2014 Riverbed Inc. Confidential. 5 5 Service Provider Gaps and Impacts Right tools for the job On-site support model and increased costs Required service assurance & visibility Slow project completion Verification of all stages of change Increased post change tickets

Copyright 2014 Riverbed Inc. Confidential. 6 Four Pillars of UC Deployment Management Remote device control for UAT verification and advanced issues identification and remediation Reduces/eliminate need for end user involvement with troubleshooting Remote device control for UAT verification and advanced issues identification and remediation Reduces/eliminate need for end user involvement with troubleshooting Comprehensive call and system performance analysis and reports Flexible reporting for users, sites, system, and voice quality Post deployment initial business performance analysis and reports Comprehensive call and system performance analysis and reports Flexible reporting for users, sites, system, and voice quality Post deployment initial business performance analysis and reports Scalable UAT for 1 – 100s of sites and users Emulates users calls, all test calls create CDR records Remote device control integrated into automated test results Scalable UAT for 1 – 100s of sites and users Emulates users calls, all test calls create CDR records Remote device control integrated into automated test results Comprehensive pre and post deployment analysis and reports Configuration Change Operational Verification Comprehensive pre and post deployment analysis and reports Configuration Change Operational Verification

Copyright 2014 Riverbed Inc. Confidential. 7 UC Lifecycle Transition A solution that supports the transition between UC Lifecycle Implement and Operate stages Day 1 Deployment Assurance Plan | Design | Implement Day 2 Management/Support Operate | Troubleshoot | Optimize Configuration analysis, identify irregularities Phone registration monitoring Comprehensive User Acceptance Testing (UAT) Remote troubleshooting & remediation verification Final acceptance implementation and performance analysis and reporting Initial business day monitoring Continuous Service Improvement: UC Deployment UC Migration and Consolidation UC System Upgrades SIP Trunk Implementation or Migration UC Assessment and Optimization End user MACDs Issue troubleshooting and remediation and root cause analysis End User experience monitoring System, gateway, trunk performance utilization monitoring Call performance monitoring Call Volume Call History, Failure, CCR

Copyright 2014 Riverbed Inc. Confidential. 8 Keys to Successful UC Lifecycle Management Pre-Sales/Sales – Objective: Establish Competitive Advantage Close complete deal – eliminate partial projects – Assess Customers understanding of UC Customer Operational/Engineering capabilities Customers business requirements – Visibility Comprehensive deliverables Adoption Utilization – Service Assurance Implementation Analysis UAT/root cause analysis/remediation Post Change performance verification End User adoption/utilization Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 9 Keys to Successful UC Lifecycle Management Plan – Objective: Establish Transformation Rate Service Assurance adoption Identify customer specific requirements – Assess Teams understanding of UC and alignment with technical design Implementation and operational processes and gaps Key technical and business stakeholders – Visibility Identify Analysis/Deliverables: – System, site, end-user performance and utilization Day 2 UC management capabilities and requirements – Service Assurance Alignment of analysis and UAT to implementation plan Issue remediation and verification plan Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 10 Keys to Successful UC Lifecycle Management Design – Objective: Alignment to Engineering/Operational requirements Identify customer specific requirements – Assess Existing UC network implementation, performance and utilization Change impact on operational and engineering systems and requirements – Visibility Implementation and change analysis Performance analysis, reporting, and monitoring Day 2 UC management capabilities and requirements – Service Assurance Alignment of analysis and UAT to implementation plan Issue remediation resources and verification plan Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 11 Keys to Successful UC Lifecycle Management Implement – Objective: Attain optimal Transformation rate Reduction/elimination of Day 2 issues 100% root cause identification of systemic problems – Assess Change execution performance and rate Service Assurance plan, modify as required Day 2 UC Management gaps – Visibility Pre and post implementation change, performance, and utilization analysis and reporting Issue identification, remediation, and verification – Service Assurance Pre and post analysis, UAT, and reporting Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 12 Keys to Successful UC Lifecycle Management Operate – Objective: Adherence to UC Design Standards Business adoption and performance monitoring/reporting 100% root cause identification of systemic problems – Assess UC Monitoring and Management, capabilities: – Implementation changes – End user performance/adoption – System and resource performance Operational execution and issues Day 2 UC Management gaps – Visibility Post change baseline: – Performance – Utilization – Adoption – Service Assurance Modification of operational processes and systems Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 13 Keys to Successful UC Lifecycle Management Optimize – Objective: Adherence to UC Design Standards Pre transformation to ensure technical and business success – Assess UC implementation UC end user adoption System performance, utilization, and failures – Visibility UC System baseline: – Performance – Utilization – Adoption – Service Assurance Modification of monitoring and management components as required Pre-SalesPlanDesignImplementOperateOptimize

Copyright 2014 Riverbed Inc. Confidential. 14 Copyright 2014 Riverbed Inc. Confidential. 14 UC Lifecycle Management Benefits Improved ROI Standardization for all UC transformation projects results in predictable transformation rates, resources, and costs accelerating time to value and cost reduction benefits. Enhanced Adoption Increased visibility into feature, device, end-user usage for pre and post transformation enables proactive issue identification and remediation. Accelerated Change Confidence to accelerate the transformation rate and maintain high customer satisfaction. Superior user experiences Enables organizations to deliver positive end-user experiences while increasing user productivity. Consistent Management Ensures all required management systems, processes, and training are available to support planned changes. Reduced Costs Reduce/eliminate customer/site visits. Eliminates unexpected end-user or service impacting issues. Reduced mean time to repair/end user reliance.

Copyright 2014 Riverbed Inc. Confidential. 15 Achieving Excellence in Managing the UC Lifecycle: Empowered by SteelCentral™ UCExpert Kevin McGowan (415)

Copyright 2014 Riverbed Inc. Confidential. 16 Thank You Copyright 2014 Riverbed Inc. Confidential. 16