IP Telephony
Changing the Way we Work

Andy Bull

Managing Director

Mitel Networks – South Africa

Business Imperatives

Definitions

Voice over IP (VoIP)

The two-way transmission of audio over a packet-switched IP network (TCP/IP network).

Describes the integration of voice and data across an IP LAN/ WAN

IP Telephony is ….

Convergence of Voice and Data at the Desktop using a single infrastructure, with associated collaboration between IP Appliance, PC and PDA’s etc.

Seamless integration of value added applications such as Voice Mail, Unified Messaging, Speech Recognition

The Enterprise IP Telephony forecast is primarily built upon the displacement of Traditional TDM equipment. We have measured current rate of penetration at 21%, modelled the forecast to reach a penetration of 37% in 2004, and to further reach a penetration rate of 85% in 2008. SRG is forecasting the Enterprise IP Telephony forecast to be robust with a CAGR of 33.6% (2004 to 2008) creating a market value of $9.4 billion in 2008.

Growth of IP Telephony

Networked Business Enabler

Facilitating business-wide communication and collaboration

Enhancing workforce mobility and extend enterprise connectivity

Improving client service and contact management

Providing tools to manage communication overload

Reducing total cost of ownership

Tactical

Strategic

Organisational Value

Cost Containment

Operational Efficiency

Productivity Improvement

Revenue Generation

Competitive Advantage

2gIP

1gIP

Source: Robert Frances Group 2003

Evolution of the IP Telephony Business Case

Reduced Cost of Ownership

Reduced PSTN charges

Toll bypass

Cabling cost avoidance

One cable to the desktop

Automate adds, moves and changes

Intelligent network

Reduced network maintenance

Reduce cost of maintaining cabling infrastructure and traditional PBX

Business Wide Communication
& Collaboration

"The Real-time Enterprise competes by using up-to-date information to progressively remove delays to the management and execution of its critical business processes."
– Gartner Group, 2003

Manage real-time communications through a single, simple user interface

Facilitate group communications and collaboration via voice, video, instant messaging and data

Allow worker mobility with softphone and presence capabilities

Improve personal productivity by reducing the time it takes to make decisions

Networked Employees interact and collaborate effectively:

Workforce Mobility & Enterprise Connectivity

“Enterprises must cultivate their virtual work environments or risk losing their best employees, who will increasingly expect job flexibility. (By 2007), Telework will be practiced by 60 million people in the U.S.”	– Gartner Group, 2004

Integrate Mobile devices at the desktop

Plug-and-work secure remote connectivity for corporate voice and data

Secure in-building wireless LAN’s for voice and data

Enable “road warriors” to enjoy corporate connectivity anywhere broadband is available

Client Service and Contact Management

Integrates your client interactions with Customer Relationship Management systems

Provides intelligent multimedia routing capabilities based on your business rules

Offers extensive capabilities for reporting, forecasting, monitoring and client information management within contact centres

“Users want closer interoperability between their communications infrastructure and their business applications software”

– Gartner Group Contact Center Market Analysis 2003

Networking the Front Office with the Back Office:

IP Telephony Business Drivers

Source:

2004 VoIP

State of the Market Report

How do you get there?

Revolution

or

Evolution

Minimising capital expenditure & ongoing operational expenses:

Offers flexible solutions which can be deployed as pure IP, hybrid or application enabling servers protecting legacy investments where appropriate

Delivers simple, incremental, and highly scalable solutions

Integrates management applications designed to lower administration costs

$$$

In the current cost-cutting environment, most enterprises will adopt a frugal strategy by trying to maximize the utility of their current infrastructure. The migration to IP telephony will be gradual … the replacement of a traditional PBX will be event driven; companies will not embrace the IP PBX just for the sake of technology, but rather where it makes sense in terms of both CAPEX and OPEX	- Frost & Sullivan 2003

How do we get there?

TDM-PBX

802.11b
Base Station

Wireless IP Phone

Mobile Computing Devices

IP DECT
Base
Station

IP DECT Phones

Teleworker Server

IP-PBX

Firewall

Internet

Broadband Access

Home Workers

Remote Workers

Remote Workers

IP-PBX

Branch Offices

Connecting Users Anywhere over IP

WAN

PSTN

Head Office

Application Servers

Regional Office

Remote
Users

Branch

Office

IP VPN

Legacy PBX

Plug and Work Teleworking

Video

Typical Networked Enterprise

IP Centrex / Hosted Telephony Service

PSTN

IP

NETWORK

Softswitch

Intelligent

Handsets

Rich Feature Servers

- Man/Sec Working

- DND

- Callback

Business App. Server

- Voicemail

- Unified Messaging

- Contact Centre

Corporate A

Corporate B

Introducing Mitel

30 Years of Industry Innovation

Early adopter of VoIP

Leading evolution to IP Telephony at the customers pace

Setting new levels of price performance particularly at the desktop

In excess of 10 000 system deployed worldwide including installations exceeding 50 000 IP endpoints

Head Office

Branch Office

Home office

Real-time Collaboration

Secure remote voice and data

Workforce Mobility

Multimedia Customer Service

Simplified message management

Seamless Connectivity

Distributed Applications

Communications Enable Your Business

Mitel 3300 ICP

5 – 50,000+ Extensions

64 User Platform

200 User Platform

1400 User Platform growing to

3300 Clustered for 50,000+

Purpose-Built Hardware

VxWorks Real-Time Embedded OS

Embedded MOH

650 Plus Telephony Features

Embedded Voice Mail with email integration

Automatic Call Distribution

Automatic Route Selection

Least Cost Routing

TDM and IP WAN Interfaces

IP Optimised Platform with Strong Legacy Support

PSTN Connectivity – Analogue, ISDN BRA/ PRA

High density Analogue and Digital Extension Support

Pay as you grow IP support

Embedded Applications

Analogue/

ISDN BRA/ PRA

Analogue/ Digital

Extensions

The Converged PBX

IP

Network

PSTN

IP Appliance Portfolio:

Mitel Networks IP desktop portfolio

delivers the promise and power of IP to the user,

providing rapid and easy access quality voice

communications

Industries most comprehensive range of

IP Handsets

At the best price

Collaboration Application

Presence & Availability Management

IP-Based Softphone

Video Conferencing

Audio Conferencing

Data Collaboration

Knowledge Management

Mitel 6600 Your Assistant 3.0 with Collaboration Modules

Rules-based Call Routing

Audio & Video Conferencing and Data Collaboration = Virtual Meetings

which reduce travel costs AND improve productivity & service

Thank You

Andy_Bull@Mitel.com

Need for Increased Responsiveness

Whether the organisation is commercial or governmental, one thing is certain – the expectations of their customers will be increasing all the time. Customers and consumers demand constant improvements in the level of service that they receive, and they are constantly exposed to heightened levels of service from other organisations. Improvements in customer service inevitably leads to increased revenues and improved customer retention for commercial business; for the public sector it means meeting regulatory requirements and providing better public services.

Responsiveness requires speed – communications need to be in real-time; information and knowledge must be shared quickly and easily; and the right decisions must be made immediately, without requiring constant meetings with all the logistical and travel factors that entails. Virtual meetings and more dynamic means of collaboration are needed to quicken the internal business processes so that the company can be more responsive to the evolving needs of their stakeholders.

Need for Greater Proximity to Customers and Partners

As part of the effort to be more responsive to customers and other stakeholders, and to improve customer service, customer-facing staff should be closer to them. More time spent with customers and partners will ensure better service and achievement of organisational objectives. As alluded to previously, customers’ expectations are rising all the time – even in consumer markets, customers are more business savvy and expect that same standard of service in consumer transactions that they receive in their business lives. Advances in communication technology means that access to information is all-pervasive, therefore customers can educate themselves very readily – more choice is available to them and more competitive alternatives can be evaluated. This is a risk to the business that can be averted by spending more time spent in greater proximity to those customers and partners, resulting in greater understanding of them – information that must be shared with the rest of the business. However, absence from the office makes it harder to communicate and collaborate with colleagues effectively, and office-bound colleagues form a crucial part of the customer service process. As a result, new collaborative working tools must enable improvements to be made in liasing with colleagues who are out of the office.

Need for Extended and Flexible Working Hours

The days of a rigid nine-to-five working environment are now behind us. Organisations need to be able to work when customers demand. However, being tied to the office 24/7 is not always practical. Travelling to the office in the event of crises can impede upon the ability of employees to respond with the alacrity needed to avert these crises. Therefore, more flexible methods of working such as teleworking and location independent working are needed in conjunction with collaboration tools to ensure that that the enterprise can be fully responsive to their customers regardless of time and where the necessary personnel are situated.

Need for Opportunistic Communications

To improve the responsiveness of the company, to enable greater proximity to customers and to facilitate increased working flexibility, communications need to be more opportunistic. Traditionally, the meeting process was highly formalised – regular and irregular meetings would be timetabled and scheduled, requiring all necessary parties to travel to a set location. However, this process requires considerable planning time, and often means that the meeting will occur several days or weeks after the event that originally initiated the demand for the meeting. This structured model needs to change so that virtual meetings can occur instantly – the availability of necessary people can be ascertained immediately using presence-based tools, so everybody can be pulled together regardless of where they are, using whatever tools they have at their disposal at the time.

Description:

Multiple sites distributed with existing PBX on each site and Data Network linking sites together.

Feature:

3300 as an IP Gateway- transporting inter company voice traffic over the data network

Resilience of trunk services - on TDM PBX and 3300 - Using XNET for a step back route.

DPNSS feature transparency in a mixed vendor environment

Eliminate point to point with point to multipoint links

Benefit:

No need for separate voice network

cost saving in converged network

Potential to bring in sites which may not have had a private network link (ie, smaller sites where it may have been hard to justify)

No huge capital outlay needed to add IP phones

User can continue using TDM telephones at all sites

There isn’t another IP portfolio that can match Mitel features, functionality and applications – nor respond to the communications requirements of different users across the entire enterprise with everything from basic and affordable IP Phones to sophisticated Appliances and Conference Units to PC-based Consoles

Superior voice quality, easy access to applications and features, unparalleled interface design and ergonomics

Unique capabilities also enable users to integrate popular Personal Digital Assistant (PDA) and PC-based applications with voice communications to truly converge the most popular devices we work with – the phone, the PC, and the PDA.

All Mitel Networks IP Appliances and Phones are dual-port devices with two 10/100 Mb switched Ethernet ports. This means the user’s PC or any other IP device can be connected to the phone or appliance

CW Template

Campbell Williams

2000-01-24T19:10:55

Andy Bull