1. Unified Communications as a Managed Service DIR Telecom Forum, October 7, 2014 ROY ALBRECHT, Director, Sales and Marketing Globalscope Communications

2. Unified Communications Managed Services What is Unified Communications Benefits of Unified Communications Things to consider Planning Designing Implementation Training On-going management How Managed Service can assist with Unified Communications Q&A

3. What is Unified Communications instant messaging chat presence information IP telephony video conferencing desktop sharing voicemail e-mail SMS fax IPTV digital signage speech recognition call control interactive whiteboards application sharing CRM

4. What is Unified Communications Wikipedia: A basic definition is "communications integrated to optimize business processes.“ Unified communications is an evolving set of technologies that automates and unifies human and device communications in a common context and experience.

5. Benefits of Unified Communications Save Time – Click to call, Single number, Presence, Call escalation, Content Sharing, Reduce Travel Time Reduce Cost – Faster Contact, First Call Resolution, Minimize Travel Expense Improve Customer/Employee Sat – First Call Resolution, Makes Time to complete work actions Greater Flexibility – Mobility, Information Sharing, Call Escalation, Conferencing

6. Things to consider… Planning Designing Implementation Training On-going management

7. Things to consider… Planning Scope Understand all the components of UC Which organizations will be impacted? How many locations will be included? What current functionality can be migrated to our platforms? Application/Feature Requirements What features are required today? What features will we need for the future? Who gets what functionality?

8. Things to consider… Planning Integration Current communications systems? Existing business applications Provider series. Network Infrastructure Servers, Server Rooms capacities Network Capacity, Quality of Service? Network access for expanded user applications?

9. Network Infrastructure Servers, Server Rooms capacities Network Capacity, Quality of Service? Network access for expanded user applications? Budget and Resources Implementation On-going Time frame Things to consider… Planning

10. Things to consider… Designing Capacity Requirements “Right Sized” for current, future and unforeseen growth Hardware, Software and Network Integration Identify technologies, software, and equipment required to connect Document all interconnectivity points Validate “ideal design” against the “reality in the field”

11. Things to consider… Designing Migration Plan What parts move forward What parts are required…applications, access, capacity Time requirements Costs Design cost versus Plan Resource requirements Recommend appropriate design based on cost versus functionality

12. Things to consider… Implementation Installation Hardware, Operating Systems and Application Licenses Network Services IP Addresses and Network Ports Implementation Configure UC platform and supporting systems Configure integration with existing systems Migrate features and applications

13. Things to consider… Implementation Validation Testing System integration and interoperability Network Access User Acceptance Deployment Flash cut or migration? Required support staff during and after cut? Training plan in place?

14. Things to consider… Training Who needs to be trained and on what? What is training curriculum / format is required? What type of facilities are needed? How many do you train at a time? When do you role out the training? On-going training for new hires?

15. Things to consider… On-going management Proactive System Monitoring Capacity / License Management Moves, Adds, Changes Application and OS Upgrades and Patches Problem Isolation and Resolution Problem Escalation Hardware replacement On-going training for support staff Required Budget and Staff Resources

16. How Managed Service can assist with Unified Communications Identify the application and feature requirements Evaluate Network Capacities and QOS Levels Develop an integration plan with existing applications Project Manage the transition with an experienced team Provide and Maintain Servers Reduce the project delivery time frame Bottom Line…Fill the resource/knowledge gap

17. Question & Answer