Migrating to Unified Communications: Getting from Here to There Joe Burton Director of Engineering, Unified Communications Cisco Systems, Inc. www.cisco.com US_PSB07 1
Moving from Disparate Experiences Collaboration Data Calendar Voice Audio Conferencing Email Instant Messaging Web Application Voice Messaging Telephone Services Enterprise Video Mobility Video Conferencing 2
To a collaborative Experience that Intelligently Works the Way You Do Collaboration Calendar Unified Desktop Client Email Video Conferencing Audio Conferencing Voice Messaging Telephone Services Based on Open Industry Standards 3
Cisco Unified Communications Statistics 38,000+ Unified Communications customers worldwide More than 70% of the Fortune 500 True IP endpoints shipped 8.1 M+ IP phones 5.5 M+ Voice Messaging seats 1.0 M+ Contact Center agents 168 K+ Rich-media Conferencing server licenses Deployed & proven infrastructure 26 M+ VoIP gateway ports 56 M+ Power over Ethernet ports 4
Three Fundamental Lessons 1. Unified Communications is a critical application that fits into the overall IT Strategy - not simply a PBX replacement 2. Create a cross functional implementation teams that include IT, Telecom, reps from each Business Unit, Service and Support, etc. 3. Focus on what is behind the deployment the people and how it will impact them 5
Key Unified Communication Challenges Managing customer expectations Minimize complexity Rapid deployment Integration and migration strategies End-user acceptance Access to proven methodologies and best practices 6
Best Practices Involve key stakeholders Develop a clear roadmap and readiness plan - and communicate it Develop a training curriculum and pilot schedule Assemble teams to drive change management and PDIO Planning, Design, Implementation and Operations Implement a clear Day 2 Support Strategy Identify Project Drivers - Leases, TCO, greenfields, etc. 7
Assessment: Are You Ready? Feature Parity vs. Client Expectations Voice/Video Infrastructure Readiness Incumbent Challenges QoS/WAN Readiness Behavior changes, what s new, what s different CXO Level Support Customer/Partner Readiness Plan Organizational Change Readiness End User Support for the Project GO! ---------> DANGER! Score 1 2 3 4 5 8
Migration Approach Pilot the solution with the project team Phased migration vs. flash cut Identify drivers for the schedule PBX leases up for renewal New buildings or locations on line Groups of employees or departments 9
Managing User Expectations Managing Change Resistance to change - executive sponsor is key Flexibility and responding to needs - critical User Acclimation and Training Understand both business needs and personal preferences Identify must have vs. nice to have features Develop solutions ahead of time Set and meet client expectations Know users How do they use communications? How will they be impacted? Identify critical power users: Call center agents, receptionist, operators, execs, admins, etc. 10
Getting Users on Board User Training Variety of methods - Hands-on, VoD, on-line, etc. Identify critical power users - address their needs Support Hotline (Operations Center) Day 2 Operations Center and Support Hotline Converting Executive Row CXO sponsor help with other executives Manager/assistant configuration Confirmation of services is key Extensive User training 11
Day 2 Support Assemble a skilled support team Develop a knowledge transfer plan Line up the right services Line up the right tools (monitoring, troubleshooting, etc.) Post FAQs for end-users 12
Additional Areas of Focus Terminology Differences - Overlapping terms and acronyms Current Voicemail - know how the power users use voicemail Current PBX Trunking - Understand Grade of Service being provided Global Dial Plan - fully understand existing dialing plan requirements Watch for surprises - Modems, faxes, operator consoles, call center apps, special in-country ISDN signaling 13