Avaya Unified Communications for Teleworkers

Agenda

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Overview

Business Value

Solution Overview

Teleworking is Here Today

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Almost 100 million† teleworkers globally

36 million† teleworkers in the US

9.6%†† annual growth rate

† Gartner; World at Work Report, Feb. 2007: † † Teleworker Forecast

Teleworking is an arrangement by which enterprise employees enjoy flexibility to work from a home office

Teleworking is an arrangement by which enterprise employees enjoy flexibility to work from a home office

Who’s Teleworking Full or Part Time?

Professionals (marketing, accountants, software development, etc.)

Services (technical and professional), account managers, consultants, engineers and other out-of-office professionals

Executives & management

Business continuity enabled employees

Who’s Teleworking Full or Part Time?

Professionals (marketing, accountants, software development, etc.)

Services (technical and professional), account managers, consultants, engineers and other out-of-office professionals

Executives & management

Business continuity enabled employees

Case Study

© 2009 Avaya Inc. All rights reserved. 4

Company The nation’s largest non-profit, full-service organ donation agency and biomedical tissue banking system

Business Issue

According to LifeNet’s telecommunications manager:“The ability to communicate effectively at the office, on the road or from home offers our people the opportunity for well-needed mental downtime. When you’re in the midst of a potentially critical medical situation, it is very helpful to have the option of handling communications from home or other locations.”  

Solutions • Unified Communications & VPNremote phones to virtual workers• Staff anywhere can access directories, conduct conference calls, and

receive voicemail and e‑mail remotely• Upgraded its existing Avaya platform

Result In the 1st year, LifeNet increased communication reliability and effectiveness:

• Improved staff utilization. Employees are effective regardless of location• Communications efficiency helped increase tissue grafts supplied by 10%• Enhanced fielding of donor calls

Case Study

© 2009 Avaya Inc. All rights reserved. 5

Company Global leader in communication systems, applications, and services

Business Issue

• Flux in employee base resulting from Lucent spinoff• Growing real estate costs, and recent business continuity issues• Need to reduce number of offices• HR needed to continue the war for talent without geographic restriction• Employee commitment surveys showed growing need for flexibility

Solutions Deployed a complete teleworking solution to enhance remote workers’ communication and collaboration:• Softphones (telecommuter mode), VPNremote phones, Extension-to-Cellular, and Avaya one-XTM Mobile• Employees leverage Microsoft integration for presence and contacts

Result Avaya initiated a plan to save $50M in real estate expenses. Employee base includes teleworkers from all parts of the globe, and the company is better positioned to handle many business continuity scenarios. • Over 2,200 employees telework full time• 75% of employee base teleworks at least part of the week• Teleworkers are as easy to collaborate with as if they’re in the office• Zero down time during Hurricane Charley

Has Your Company Started Teleworking?

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What is your current teleworker strategy?

Have you given thought to incorporating teleworking into your recruitment strategy?

What is your roadmap for disaster recovery and how do teleworkers play into it?

Are you planning on expanding or remodeling to gain space? Have you considered utilizing teleworkers to save space?

Given the current trend towards going “green”, do you have a plan to limit/reduce your carbon footprint if environmental regulation is passed?

Agenda

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Teleworking Today

Business Value

Solution Overview

Unified Communications Benefits

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Employer agility

– Reduced operating costs

• Real estate, telecom, labor pool

– Business continuity

Employee satisfaction

– Attracting and retaining top employees

– Increasing geographical reach

Green initiatives, compliance and public relations

IT simplicity

– Streamlined Teleworker management

– Professional services support

Employer Agility

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Office space can cost $600,000 per 100 worker a year…

– Cut real estate costs from 25% to 90%

Expanded labor pool geographicly

Commute time savings, 23,333 hours per year per 100 workers saving $700,000 / year

Teleworker Solution vs. home or wireless phone

– Additional line = $15 month

– Eliminate costly paper-based phone expensing processes

– Save $.06 per min. by on cell phone usage

Employer Agility (cont’d)

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Business continuity planning is driving teleworkingas a “contingency” solution

– The same solutions that support teleworking enable employees to work from home or alternate locations in the event of an emergency/disaster

– Teleworking programs help ensure capabilities are in place ahead of time

Employee Satisfaction

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Survey on worker criteria for selecting employer

– Higher salary than competitors = 46%

– Telecommuting / flexible schedule = 33%

– Everything Else = LOWER

Productivity

– British Telecom found productivity rose 31%by reducing disruptions, stress and commuting…

– Can save 1 hour / week (by cutting “phone tag” time)

Commuting

– Total commute time saved, 56 minutes/day, 233 hours/year

– Gas expenditures, $840/ year

Green Initiatives

Legislation

Section 359 of Transportations Appropriations Act (US) of 2001 directed all federal agencies to support teleworking

Commute Trip Reduction Law (Seattle) penalizes companies for not reducing year-over-year average employer commute times

Central London Congestion Charge imposes fees on motorists in downtown areas

Workplace Parking Tax (proposed) in London encourages use of public transport and telecommuting, by charging employers a tax on each parking space

© 2009 Avaya Inc. All rights reserved. 12

When you drive to work..Carbon Rate = 0.3 Tons per 1,000 miles

100 Workers = 70,000 miles per yearTons of CO2 = 210

When you drive to work..Carbon Rate = 0.3 Tons per 1,000 miles

100 Workers = 70,000 miles per yearTons of CO2 = 210

IT Simplicity

Manage geographically dispersed teleworkers

– End user visibility for monitoring and management

– Maintain corporate security standards

– Call records

Eliminate complex processes, such as home lines, expense reports, external product and services

Leverage upfront Teleworker Assessment engagement to help ensure program success

Professional services support deployingand managing Teleworker program

Provide similar experience and qualityto that of office-based workers

© 2009 Avaya Inc. All rights reserved. 13

Agenda

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Teleworking Today

Business Value

Solution Overview

Time Spent Teleworking

Com

m.

Req

uire

men

ts

CASUAL• < 1 Day• Data focused

MAINSTREAM• Stndrd. Bus. Feat.• 1-5 Day(s)

POWER USERS• High-volume• >3 Days• Advnc. Features• Desktop Experience• Strategic to Company

Telecommuter Use Cases

Avaya Unified Communications for Teleworkers

© 2009 Avaya Inc. All rights reserved. 16

Address Virtual Businesses’ Unique Needs

UC Standard Edition applicationsdeliver flexibility

– endpoints support VPNremote and partner offers for extended enterprise

Teleworker assessment, planning and on-going support services

Complement Avaya portfolio with industry-leading DevConnect partnersolutions

– corporate network extension, securitygateway, home router, video, data VPN, xSP, QoS

Partnerships

ServicesAssessment

Installation & Configuration Remote Diagnostics & Monitoring

Support

Power Users

Choice ofEndpoints

UCStandard Edition

Mainstream Users

Software Only

Solution Overview End Point Choices

– UC Standard Edition (1 & 2)

– Physical VPNremote phone (3)

Home Office Broadband Router (4)

VPN Connection & Tunnel (5 & 6)– Created between the VPNremote client

on the phone or the PC and the gateway at the corporate office

Corporate VPN Gateway (7)– Connectivity to Corp. network

© 2009 Avaya Inc. All rights reserved. 17

Internet

Home Office

Service Capabilities Assessment

Installation & Configuration Remote Diagnostics &

Monitoring Support

Service Capabilities Assessment

Installation & Configuration Remote Diagnostics &

Monitoring Support

Corporate Office

3

one-X® Communicator

1

4

QoS

5

7

6

2

Tunnel

VPN Connection

ISP

Intranet

Solution OverviewUC Standard Edition Software

Avaya one-X® Communicator

– Place and receive phone calls from laptop.

– Toll-grade quality via PSTN

– Transform PCs into intelligent collaboration endpoints, send instant messages and track presence using an intuitive GUI

– Leverage video communication*

Avaya one-X® Mobile

– Enables mobile device access to Avaya Communication Manager features via an integrated GUI

• Symbian and Windows Mobile 5 (Global)

• RIM, Palm, J2ME, iPhone, and WAP (United States)

Extension to Cellular (EC500)

– Delivers one-number access by enabling calls bound for an employee’s business number to ring simultaneously on both their office phone and up to four mobile (or home) phones

© 2009 Avaya Inc. All rights reserved. 18

Solution OverviewUC Standard Edition Software (cont.)

Avaya one-X® Portal

– Web-based solution provides users with control of telephony, conferencing, messaging, mobility administration, and access to corporate and personal contact information

Application Enablement Services for Microsoft® Office Communications Server

– Enables Microsoft Office Communications Server to leverage the rich telephony capabilities of Avaya Communication Manager

VPNremote Phone

– VPN application enables employees to plug in a physical Avaya IP phone at home and use the corporate phone network as though they are sitting at a headquarters site. Separate home-based VPN hardware not required.

© 2009 Avaya Inc. All rights reserved. 19

Solution Overview Hardware Components

IP endpoints for VPNremote

– 46xx (4610, 4621, 4625)

IP endpoints for extended enterprise ecosystem partners

– 96xx

– 46xx

– 16xx

– 36xx (on-premises mobility)

Additional endpoint hardware

– power supplies

– power cords

Solution OverviewComprehensive Services from Avaya and Partners

• Best practices implementation

• Multi-vendor integration• Quality Assurance

ImplementationImplementation • Proactive ongoing technical and product support for IT staff from the right expert

• Product patches, updates and upgrades

• Remote technical support and diagnostics

Solution Maintenance

Solution Maintenance

SolutionAssessment

SolutionAssessment

• Technology, demographic and business continuity assessment

• Ranked change opportunities

• Roadmap• Implementation strategies• Performance metrics

Services Fact

The upfront assessment defines the strategy and lays the foundation for on-going

solution success

Services Fact

The upfront assessment defines the strategy and lays the foundation for on-going

solution success

CSI Teleworker Assessment

© 2009 Avaya Inc. All rights reserved. 22

CURRENT STATE ASSESSMENT• Cost analysis• Demographic

• Organizational structure• Technology

• Security• Business continuity

DESIRED STATE ASSESSMENT• Worker profiles and suggested usage• Opportunities for change ranked by

complexity and impact• Business Plan for change

SOLUTION DESIGN• Technology choices including 3rd party

applications and services• Detailed implementation / 3rd party

integration / migration plan • Resource expectations and

contribution requirements

Answer to: HOW DO I REALIZE THESE IMPROVEMENTS?

Answer to: WHAT PRODUCTIVITY AND COST IMPROVEMENTS CAN I REALIZE?

Answer to: WHAT IS MY CURRENT STATE?

Solution Overview Ecosystem Partners

Industry leading technologies complement teleworker portfolio

Strong network of partners offer best-of-breed technology

With each enterprise taking a unique approach to its teleworker program, Avaya’s partners help ensure the right technology is always available for your company

DevConnect tested

Ecosystem Partners

© 2009 Avaya Inc. All rights reserved. 24

– Wireless Access Point at Teleworker’s home office for Avaya IP endpoints– Data VPN (client / server) solution

– Enables Avaya SIP endpoints located at remote users’ homes to appear and perform like phones directly on the corporate network

– Helps ensure extended business operations at branch and remote sites with security, application performance, connectivity and server centralization

– Integrates fax into an existing data network helping businesses realize substantial savings on inter-office toll charges

– Allows users to share Internet access, peripherals, files, digital multimedia and applications among multiple PC’s and other Internet-enabled devices

– Provides enterprise firewall, personal firewall, data security and VPN to protect business resources for corp. networks, applications, and remote employees

Avaya Advantage

Complete solution

– Simplifies purchasing and deployment

Best cost of ownership

– Broad application coverage supporting low cost connectivity

– Toll-grade quality with PC based softphones

– Deepest integration with Microsoft

– Web-based portal eliminates software at the desktop

Best worker experience

– VPN “hard phone” delivers desktop experience to the home

– Single phone number synchronization with desk phone, home and mobile phones

© 2009 Avaya Inc. All rights reserved. 25

© 2009 Avaya Inc. All rights reserved. 26

Next Steps?

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