User Clients & Groupware - SDC Group

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Oct 30, 2013 (4 years and 11 days ago)

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OpenScape Business

A unified business solution for small and mid
-
size companies

Oct. 2013

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

3

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

4

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

UC Can Help You

Sources: Information Week, IT Management, Inc. and Sage Research, Inc.

What’s important?

To find people quickly

Average time
saved because
UC helps you to
find the person
you need on the
first attempt

A Single Inbox

Presence Saves Time

Average time
saved by
managing emails,
voicemails and
faxes from one
inbox

A shipment is heading to the
warehouse


Who will receive it?


A deal will close if the owner can
talk to the prospect


Can I reach
the owner in time?

What’s important?
Never missing a
message from a
customer or coworker

Integration Can Help

A multi
-
tasking sales person won’t
miss a voice or fax message
because they will automatically
appear via e
-
mail

What’s important?
Not wasting time
transferring data

Law firms can track voice
communications automatically.

If a customer calls, their CRM data
will automatically open on your
desktop

32

Mins

43

Mins

3

Benefits

1
-

Time Savings

2
-

Better Accuracy

3
-

Real
-
Time Data
Access

5

6

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Improve Team
Performance and

Customer Service

One Solution

Our Own Experience

Cost Control and
Investment
Protection

Retain Competitive Advantage

Leverage IP and UC

Goals and Solutions


Manage many tasks


Enable employees on the move


Improve customer service


Lower operational costs


Scalable and flexible solution


Vendor support

Business Goals

Management
Team

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Key Factors


UC available to everyone


Support smart phones and tablets


Integrated tools enabling productivity


Simple migration


Integration; add new users and devices


Global model to reassure customers

7

8

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

OpenScape Business


Unified Business

A unified business experience for single or multi
-
site environments

All
-
in
-
One

Fully
Integrated

Phones and apps for
any workplace

“Classic” or Modern
VOIP Cabling

Adapts to
your
Business

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

9

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

The Perfect Solution for SMBs

10

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

OpenScape Business Voice & Unified
Communications

User Clients & Groupware

myPortal Smart, myPortal for Desktop,

myPortal for Outlook, myPortal for Mobile/ Tablet

Voice & Video Clients

All OpenStage
HFA, T & SIP devices,

Video with OpenScape Personal Edition SIP

Multichannel Contact Center

A
vailable
now for all deployment models


Attendant Console & Applications

myAttendant & OpenScape Business Att
enhancements

OpenStage GateView, Application Launcher

For any Infrastructure, HW & SW,
“Classic” or IP

11

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

OpenScape Business X3 / X5 / X8

Voice &

UC
-
Solution for up to 500 Users

OpenScape Business S

Virtualized PABX for up to 500 Users

UC Booster Card

For up to 150 UC Suite Users

Plug
-
In Board for X3R/X5R/X8

All
-
In
-
One Voice & UC with on
-
board full IP, for up to 500 IP Users,
IP & Digital & Analog, DECT, ITSP, SIP Trunking, ISDN / S2

UC Booster
Option

UC Booster Server

For up to 500 UC Suite User

Server for X3/X5/X8

Voice Channel Booster

additional DSP channel

for X3/X5/X8

X3

X5

X8

Server
-
based or fully virtualized

All
-
in
-
one
Voice
& UC
,

Server
-
based
UC
Software
Solution for up to 500 Users,

Virtualization with VMware
, SIP
Trunking

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

12

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

UC Clients for any Workplace

13

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

myPortal Smart


The powerful entry into the world of UC


For office
-
based users with the most common OS
(Windows & MAC)

myPortal for Mobile/for Tablet

For mobile users


offering UC everywhere

on almost every device


myPortal for OpenStage

Allowing office
-
based workers fast change of their
presence status and fast & comfortable

access to their voice mail box

Desktop Clients

Mobility Client

On the Phone

Desktop & Groupware Integration

myPortal for Outlook & Desktop


Full feature diversity on the Desktop or integrated
into Outlook


The perfect solution for Microsoft Outlook users

Powerful Entry into the UC World

14

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Stay in contact, and never miss an important message

with myPortal Smart

Visual Voice Mail Control

Chat

Voicemail to E
-
mail

Presence includes status
-
based announcements

Favorites includes Call Status

Ad hoc conferencing

Directory Access

Reminder

For Apple MAC OS & Windows

Integrated in the

UC
-
Mainboard for

up to 50 users for

the X3, X5, X8

UC Smart
-
Integrated Enhancements

15

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Improve your reachability with integrated visual

voicemail and Auto Attendant

Voicemail


Fully integrated into UC
Smart



U
p
to 300 Voicemail boxes


6 Channels, 32h recording


TUI or UC Smart controlled


Voice Quality G.711 Wave


Enhanced password security


Announcement port start/stop or Loop


Group Mailbox (MWI to all members)

Auto Attendant
-

No need for
additional
hardware



U
p
to 100 Auto Attendant Mailboxes


Multi Level Attendant , AA to AA, Mailbox or
numbers


4 Auto Attendant Greetings for: night/day, manual
selection, etc.

myPortal for Desktop & myPortal for Outlook

16

Speed your communication with integrated UC

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

UC Suite

with UC Booster Card, Booster
Server or Business S

Drag & Drop

Conference

Call Recording

Integrated Presence

Visual Voicemail

Fax Mailbox

Call Journal

Directory Access

Call Pop
-
Ups

Dial per

Mouse Click

Mobility

Personal


Auto
-
Attendant

Personal

Notification

One Number Service

Instant

Messaging

Favorites

Social

Media

Outlook

Integration

Web
-
Collaboration

1#

myPortal for Mobile & myPortal for Tablet

17

Unlimited Mobility and Collaboration


Be available

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.


The OpenScape Business user interface for
mobile employees using smartphones or tablets
with a graphical user interface such
as: iPhone
,
Blackberry, Nokia, Android and Windows Mobile



Open
browser based approach for all other
mobile phones or tablets
-

No dedicated
applications need to be loaded on the mobile
device


Enhanced
UC feature set for managing calls
directly from the mobile phone (incl.
conferencing, consultation and call transfer
)



No need of a parallel fixed phone anymore with
the new mobility user
license


OpenScape Web Collaboration Integrated

18

Launch it with OpenScape Business User Interface

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.


Full
-
featured OpenScape Web Collaboration
solution specifically packed and embedded for
SMBs


Launched via OpenScape Business Drag &
Drop Conferencing Service or from call pop
-
up
window


Simple, intuitive interface with one
-
click access
to all features


Integrated text, data, web, and multi
-
party
H.264 desktop video conferencing


Mobile client that runs on any smartphone
device including iPhone, iPad, iPod Touch and
Android clients


Highly secure 256
-
bit AES encryption


On
-
premise deployment model, that can be
installed quickly, cost
-
effectively, and with
minimum IT resources


OpenScape Web Collaboration requires a
Windows Server


Available with UC Suite (UC Booster
Card/Server

or Business S)


OpenScape Business Attendant and BLF

19

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Provides the perfect view to all users

OpenScape Business Attendant



Display and change Presence status on
Attendant BLF


Show BLF with Feature keys ( Hold, Day/Night )


New Phonebook : System speed dial


"All in one window" for small systems


Support of OpenStage 30T


Network
-
wide “Call Status” & Presence View for
up to 4 Nodes (with BLF Server), more on a PSF
base


Different Skin variants available

OpenScape Business BLF (Busy
Lamp Field)



Network
-
wide Call Status & Presence view for up
to 4 Nodes


Display Presence status for other users & Change
own Presence


Up to 50 Business BLF Users per node


Caller Journal in/out


Dial via Web Service Interface (CTI Control)


Business BLF is a “Stand
-
Alone” Application, BLF
Server for network
-
wide use

The Attendant Console and myAttendant

20

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Stay in control of your business and see who is

available, and who is not, at
-
a
-
glance

myAttendant for UC Suite

for operators to handle calls fast
and efficiently, and for managing
teams

On
-
Premise Mobility
-
DECT and DECT IP

21

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

For voice connectivity on the entire campus, for

traditional and IP
-
based communication infrastructures

DECT “Classic”



For traditional and network infrastructure


Convenient, easy
-
to
-
use ,menu
-
driven interface
of the DECT handset


Up to 7 DECT base stations for X3 and X5 rack
variants

DECT IP



For IP networks


Phonebook via LDAP


Call waiting and call forwarding


Caller Name on display and differentiation of calls
(internal/external)


Message Waiting Indication

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

22

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Integrated Contact Center with UC Suite

23

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Supervisors tools that can help Agents be more productive

Collaboration tools that get the right expert on the line

Optimize agent productivity with innovative communications tools

Visual design tools that simplify workflow development

Business Process Integration

Intelligent Routing

Integrated Multimedia

Easy Management & Reporting

Multimedia Contact Center

24

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Anywhere Agents

One Call Resolution

At Home

Headquarters

Supervisors and Agents

Branch Office

Agents

Agent



Reports


Agent Functions


Team Information


Presence of the Experts


Call Pop
-
Ups


Hands
-
free Call Control


Individual Recording of Agent Calls


Contact Center Voice Calls, Fax, & E
-
mail


Customized Agent Desktop


Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

25

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

The Open Approach

IT Flexibility

26

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Integration

Integration into business environments and
customer databases with Open Directory Services
and Application Launcher increase productivity


Social Collaboration

Extending communications reach with standard
Interface XMPP leveraging social media networks
(e.g. Google Talk)


Connectivity

Open SIP Interface to leverage lowest cost IP
communications via SIP trunking, including service
such as Skype Connect

Flexible Deployments

Desktop and OS/Application level virtualization
reducing physical HW while enhancing availability
and reliability

Seamlessly integrate into the IT Eco Systems of choice

SIP

27

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Integrate CRM with Application Launcher

A client application that allows the launch of 3rd party

business applications based on Caller Identification (CLI)

Productivity

Customer Service


Handing over caller information from
OpenScape Business into existing customers
CRM apps


Launch customer apps by batch file or URLs


Flexible pop
-
up windows with customized
action buttons


Can be licensed individually per user client

28

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Open Directory for Business Process
Integration

An embedded solution to provide flexible connectivity to

external customer databases & client applications

Unified Directory Access

Database Connector SQL


Access to all directories from 3rd party
applications, OpenStage or IP
-
DECT through an
embedded LDAP Server interface


Connection to multiple external databases


Combines internal directories and external
databases into a single unified search engine UI


Easy to manage and configure through well
-
known OpenScape Business Web
-
based
Management

Access to Phonebook

Open Directory Assistant

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

29

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Full Range of UC
-
enabled Devices & Voice
Clients

30

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

IP

Deployment

Service


Phones


Soft

Clients

Mobile UC


CMI, IP DECT,

WLAN



OS5


OS10


OS15


OS20


OS30


OS40


OS60


IP 35/55 (SIP)

OpenStage HFA, SIP & T

Secure, reliable advanced phones

* Migration of existing optiPoint Phones possible


31

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

OpenStage Gate View

User
-
friendly, security solution offering real
-
time video

surveillance to observe/control your business from anywhere


View real
-
time video from a broad range of
device options


Compatible with a large range of certified IP
web
-
cameras to prevent physical threats


Video recording to secure and observe
important areas


Video
-
control entrance areas and grant access
via OpenStage phones together with video door
-
phone solutions


PC Desktops (Web
-
client)


OpenStage 60


iPhone/iPad (Gate View app)


Entrances


Parking lots


Doors

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

32

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Networking with UC Suite

33

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Flexibility in deployment and interfaces


Voice supported Presence management (Presence visibility)


Network
-
wide call status (ringing, on call, active mobile device)


Call Pick Up via myPortal


Instant Messaging including multi user chats


Drag & Drop Conferencing in the network


Network
-
wide Web Collaboration (with Desktop Sharing & Video)


Voicemail forwarding in the network


Business Attendant and myAttendant change presence status for all users


System
-
wide internal directory and favorites


External directories via Open Directory Services


Integration into MS Exchange calendar and public folders


XMPP based presence & chat support to external partners


Providing network
-
wide busy lamp indication on DSS Phone Keys


Software
-
based UC Solution
-

Virtualization

34

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.


Re
-
organization due to server
rank
-
growth


Need of Centralized Management


Need to enhance reliability


Need to reduce service hours


Reduction of physical Server
-
Parks:
> HW costs, Space, Green IT


Ease of Data Backup and Restore



Scalability



Monitoring



Re
-
use of old OS systems in a
virtual environment

Motivations

Benefits

Survivability is Business Continuity

35

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.


Dedicated Standard Industry Server


Redundant power supply


Linux SW based redundant hard disks


ECC RAM to detect and correct RAM
errors


Automatic re
-
register via second
standby registration setting


Voice functionality can be used during
the emergency mode


Detects server failures automatically,
using a “heartbeat” on servers


Restarts virtual machines almost

instantly without human intervention




Host
System

Customers

Suppliers

Sales Teams

1.
High Availability
Server HW

2.
X3/X5/X8 Failover

3.
VMWare


High
Availability

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

36

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Leverage
Existing
I
nvestments

Innovative
Migration for your existing HiPath 3000 V9

Flexibility to move from TDM to
IP


Exchange
your mainboard

Investment Protection


Keep
your hardware, phones and cables

Easy migration path for HiPath
3000 (includes OpenScape Office HX) customers


Exchange
your mainboard

Upgrade to full featured UCC and use Presence, Fax, Conferencing, Contact Center and much
more…

Migration Path for OpenScape Office LX Customers


Free of charge upgrade license

Leverage

Existing Investments

37

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

Agenda


Market Trends



OpenScape Business


The
Solution


User Clients and Groupware


Multimedia Contact Center


CRM Integration and Application


Devices for Voice and Video


Networking and Virtualization


Migration to OpenScape Business


Go with OpenScape Business into
the future

38

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

OpenScape Business

39

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

All
-
in
-
One Solution meeting all SMB needs


Easy to install and maintain


Scalable and Flexible


Mobility/Distributed Workforce


Management of Operational Costs


Productivity and Customer Service


Support

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

40

"We are pleased to add OpenScape Business to
our portfolio and are excited to bring a UC
solution to our TDM customers. As a partner
who has sold HiPath 3000 systems for many
years, we see OpenScape Business as a natural
evolution of this product family that brings our
customers the latest in communications
technology."

Ian Allmark

Managing Director, Lloyds IP

OpenScape Business
-
Unmatched in Value

41

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.

More UC functionality in one box than any other vendor,
and
is easy
to support with Web
-
based management tools

A superior ownership experience


No rip and replace to upgrade from
TDM to IP, add more functionality, or scale to support more users

Has Apple Mac OS client, where other
vendors
only have Web
-
based
solutions

Available on more mobile platforms than any other vendor

Simplicity

TCO

User
Experience

Flexibility

OpenScape Business Key Takeaways

4
2

Copyright © Unify GmbH & Co. KG 2013. All rights reserved.


Streamlined use of product components (i.e. cables, hardware
boards)


Designed as an All
-
in
-
One Appliance with TDM, analogue, DECT, IP
and UC as default capabilities


New license model to simplify purchasing process


3 years SW Assurance is included, receive all upgrades and updates
for free


3 years of partner Support is included with premium hotline, remote
access platform