TeleSpace CCaaS with UCaaS Pro
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Transcript TeleSpace CCaaS with UCaaS Pro
Cloud Services
M A K I NG B US IN ES S CO L LA BOR ATION EA SY
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
Cloud Realities
Collaboration applications still run on a network
Delivered as a service (predictable monthly subscription)
No need to upgrade & manage your own applications
Must evaluate strength of the cloud provider’s network
Business benefits are real – agility, flexibility, expense control
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
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Growth of Cloud Computing
2016
77%
2013
of North American companies
were using at least one public
cloud service in 2012
(IDC’s Buyer Market Guide, July 2013)
2012
2011
2009
Late 1990s
1960s
© 2013 TeleSpace. All rights reserved.
Predicting 80% of Global 2000 will have
30% of their IT capability offsite
(IDC’s Buyer Market Guide, July 2013)
TeleSpace is 1 of 3 Cisco Master Cloud Service Providers
and “…corporations [and] governments now have the
comfort level from a security perspective [and] the
return on investment is clear to move to the cloud…”
(The Wall Street Journal, June 11, 2013)
TeleSpace founded and 1st customer “live” on Quad Core Network™
Cisco developed virtual multiservice data center reference architecture
standards to address concerns about cloud data security & app performance
Google and Microsoft offered browser-based enterprise apps
Internet offered significant bandwidth
and SalesForce.com pioneered delivering enterprise apps via a website
Concept of Cloud Computing
TeleSpace Confidential
Top Applications Moving to Cloud
Cisco CIO/CTO Market Survey, June 2012
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Uses of Collaboration Cloud Services
Incorporate video into meetings, trainings, and large-scale communications
Enable meetings with remote participants, virtual teams, and B2B
Create internal communities, online team workspaces, new office space uses
Give mobile & remote workers access “as if in the office”
Provide multi-channel customer service (experts in real time)
© 2013 TeleSpace. All rights reserved.
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TeleSpace Overview
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Corporate Snapshot
Broad, fully-integrated TeleSpace℠ Cloud Services
UCaaS (hosted Unified Communications)
UCaaS P1 Interconnected VoIP (eligible for E-rate)
TPaaS (hosted TelePresence)
CCaaS (hosted Contact Center)
Innovative WAN Services for choice in how to connect
Managed private cloud offers
World-class Quad Core Network™ and Operations
Secure, scalable, carrier-neutral, geo-redundant design
One of industry’s most aggressive Service Level Agreements
Sample customers
Synergis Education (UCaaS, educational services)
One of America’s top 3 homebuilders (TPaaS, real estate)
Brokerage (UCaaS/CCaaS, health insurance) sold by ShoreGroup
© 2013 TeleSpace. All rights reserved.
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Lead with Cisco Powered Cloud Services
Unified
Communications
Customer
Collaboration
Collaboration
Applications
TelePresence
Same on-premise applications now available via monthly subscription
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Unmatched Strength of Quad Core Network™
Secure design
Internet /
MPLS
Carrier class
Internet
/ MPLS
Fault-tolerant
Backbone Waves
Geo-redundant
High availability
Fabric
Computing
Cloud
ASR9K
ASR9K
ASR9K
Dallas
Ashburn
telecom/partner peering POP
production data center
Carrier-neutral access
Independently scalable
Backbone Waves
Fabric
Computing
Cloud
Internet
/ MPLS
Backbone Waves
MPLS Core
DMVPN / Mobility Core
ASR9K
Data Center Unified Fabric Core
Fabric Computing Core
© 2013 TeleSpace. All rights reserved.
ASR9K
Austin
production data center
TeleSpace Confidential
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Trailblazer in Service Operations
Resilient, Reliable, Predictable, and Accountable
Geo-redundant NOCs (certified technical engineers)
99.99% service & infrastructure uptime guarantees
World-Class Support Expertise & Innovation
TeleSpace intellectual capital
Industry best practices
Market-leading tools
Proven ITSM processes
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
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TeleSpace Cloud Services
© 2013 TeleSpace. All rights reserved.
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Unified Communications as a Service
(UCaaS)
Unified Workspace
Voice
Voice Messaging
IM and Presence
Desktop TelePresence
Up to 10 endpoints per user
© 2013 TeleSpace. All rights reserved.
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TelePresence: Today’s Business Culture
Telephony and Video
Clients & Endpoints
Voice, Video and
Web Conferencing
TelePresence
made simple
TelePresence-Based
Customer Care
Point-to-Point and Multipoint
TelePresence
TelePresence High-Definition
Room Systems
Includes apps to capture/record,
transform and share
© 2013 TeleSpace. All rights reserved.
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TelePresence as a Service (TPaaS)
HD-quality business video
Supports Cisco, SIP-, and H.323-compliant endpoints
TelePresence subscriptions for all use cases
Personal, desktop, and 3rd party endpoints
Mobile devices
Conference room endpoints
External connections (B2B)
Multi-point functionality for all
TeleSpace Rendezvous Rooms
Dedicated port model
Virtual Meeting Room (VMR) shared port model
Secure multi-point meetings
TPaaS-only subscriptions, or seamlessly blend with UCaaS and CCaaS
© 2013 TeleSpace. All rights reserved.
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Contact Center as a Service (CCaaS)
Subscriptions can support 25 to 1000’s of users
Hosted agents and supervisors
Precision routing (most proficient agent for customer)
Mobile device flexibility (TeleSpace CCaaS with UCaaS Pro)
Reporting
Seamless options for best-in-class adjunct applications
Bucher+Suter: CRM integration
eGain: email, web chat & co-browse
Calabrio: recording voice calls & screen captures, workforce management and analytics
Nuance: self-service IVR (interactive voice response) and speech recognition
Acqueon: predictive outbound dialer
Multi-customer environment
Individual, dedicated instance of the services you want (vs. all customers sharing same services)
Bursting subscription option for seasonal increased capacity needs
© 2013 TeleSpace. All rights reserved.
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The Last Mile: Choose Your Connections
Supported WAN Services
MPLS (traditional private corporate network)
Public Internet (over the top and VPN)
Secure encrypted media streams
TeleSpace WAN Service Innovation
Cloud Connect℠ (secure DMVPN over broadband public Internet)
Mobile Connect℠ (secure mobile access)
Media speeds: Voice (100K), Video (2M), Wideband Video (5M)
PSTN Calling Plans: DID, E911, local, LD, number portability
© 2013 TeleSpace. All rights reserved.
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Compelling Value
Executives
Employees
Improve workforce productivity
Seamless Instant Messaging, presence
(availability), voice, and video
Accelerate execution of business strategy
Secure access with their choice of devices
(Bring Your Own Device – BYOD)
Stimulate product/service innovation
Gain business continuity and disaster recovery capabilities
Information Technology
Single Number Reach on all endpoints
Finance & Administration
Offload non-mission-critical workloads
Reduce hourly average downtime costs1
that can range from $9K to $686K
Consolidate communications platform
Trim energy use2
Scale easily with business seasonality
Decrease Total Cost of Ownership
Centralize maintenance & support
Expedite delivery of current versions for all users
Lower CapEx (data center facilities, insurance, heating, ventilation, cooling)
Limit need to identify, train & incent new technology talent to stay
1 Aberdeen’s
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2 CIMI’s
Business Continuity and Disaster Recovery: Don’t Go It Alone, June 2013
Cloud Computing Cost Savings: Fact or Fiction?
TeleSpace Confidential
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Measurable Results
Nearly double profits when optimize
networked connections (including cloud)
among people, process, data and things1
27% lower annual contact center costs
for companies deploying their contact center
in the cloud vs. their peers2
Up to 87% reduction in energy use if all
US business email, productivity software and
CRM software shifted to the cloud3
1 Cisco’s
Internet of Everything Value Index study, June 2013
Transitioning your Contact Center from On-Premise to the Cloud, April 2013
3 Lawrence Berkeley National Laboratory research study with Google, 2013
2 Aberdeen’s
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Noteworthy Distinction with TeleSpace
Secure, scalable and flexible Quad Core Network™
High reliability with our “carrier-neutral” design
Alternate WAN access to TeleSpace (if not using corporate MPLS circuits)
Single, integrated applications platform
Running complete Cisco Powered Collaboration portfolio
Managed private cloud offers for adjunct/ecosystem applications
TelePresence breadth
Support SIP- and H.323-compliant endpoints (Cisco, Polycom, LifeSize, et al.)
Extensive functionality (B2B, multipoint, recording, capture/transform/share)
Contact Center depth
Supports 25 to 1000’s of users (Cisco UCCX and UCCE)
Simplified contact center environment incorporates best-in-class partner apps
Multi-customer environment
Aggressive Service Level Agreements
Enjoy 99.99% service and infrastructure uptime guarantees
© 2013 TeleSpace. All rights reserved.
TeleSpace Confidential
Thank you.
[email protected]
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