Download - OpenScape Business A unified business solution for small and mid-size companies Oct. 2013
OpenScape Business
A unified business solution for small and mid-size companies
Oct. 2013
3Copyright © 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
4Copyright © 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
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 InboxPresence Saves TimeAverage 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
32Mins
43Mins
3Benefits
1- Time Savings
2- Better Accuracy
3- Real-Time Data Access
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Improve Team Performance andCustomer 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
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8Copyright © 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
9Copyright © 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
10Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
The Perfect Solution for SMBsOpenScape Business Voice & Unified Communications
User Clients & Groupware myPortal Smart, myPortal for Desktop,
myPortal for Outlook, myPortal for Mobile/ Tablet
Voice & Video ClientsAll OpenStage HFA, T & SIP devices,
Video with OpenScape Personal Edition SIP
Multichannel Contact CenterAvailable now for all deployment models
Attendant Console & ApplicationsmyAttendant & OpenScape Business Att
enhancementsOpenStage GateView, Application Launcher
11Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
For any Infrastructure, HW & SW, “Classic” or IP
OpenScape Business X3 / X5 / X8Voice & UC-Solution for up to 500 Users
OpenScape Business SVirtualized 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 ServerFor up to 500 UC Suite User
Server for X3/X5/X8
Voice Channel Boosteradditional 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
12Copyright © 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
13Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
UC Clients for any Workplace
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 TabletFor mobile users – offering UC everywhere on almost every device
myPortal for OpenStageAllowing office-based workers fast change of their presence status and fast & comfortable access to their voice mail box
Desktop Clients Mobility Client
On the PhoneDesktop & 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
14Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Stay in contact, and never miss an important messagewith myPortal Smart
Visual Voice Mail Control
Chat
Voicemail to E-mail
Presence includes status-based announcementsFavorites includes Call Status
Ad hoc conferencing
Directory Access
ReminderFor Apple MAC OS & Windows
Integrated in theUC-Mainboard forup to 50 users forthe X3, X5, X8
UC Smart -Integrated Enhancements
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Improve your reachability with integrated visual voicemail and Auto Attendant
Voicemail – Fully integrated into UC Smart
• Up 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
• Up 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
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Speed your communication with integrated UC
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
UC Suitewith 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
OutlookIntegration
Web-Collaboration
1#
myPortal for Mobile & myPortal for Tablet
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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
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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
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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
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Stay in control of your business and see who isavailable, and who is not, at-a-glance
myAttendant for UC Suitefor operators to handle calls fast and efficiently, and for managing teams
On-Premise Mobility -DECT and DECT IP
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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
22Copyright © 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
23Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Integrated Contact Center with UC Suite
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
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Multimedia Contact Center
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
25Copyright © 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
26Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
The Open Approach –IT Flexibility
IntegrationIntegration into business environments and customer databases with Open Directory Services and Application Launcher increase productivity
Social CollaborationExtending communications reach with standard Interface XMPP leveraging social media networks (e.g. Google Talk)
ConnectivityOpen SIP Interface to leverage lowest cost IP communications via SIP trunking, including service such as Skype Connect
Flexible DeploymentsDesktop and OS/Application level virtualization reducing physical HW while enhancing availability and reliability
Seamlessly integrate into the IT Eco Systems of choice
SIP
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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
28Copyright © 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 PhonebookOpen Directory Assistant
29Copyright © 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
30Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Full Range of UC-enabled Devices & Voice Clients
IP
DeploymentService
Phones
SoftClients
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
31Copyright © 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
32Copyright © 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
33Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Networking with UC Suite
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
34Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Software-based UC Solution- Virtualization
• 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
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
Survivability is Business Continuity
35
• 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 Teams1.High Availability
Server HW2.X3/X5/X8 Failover3.VMWare – High
Availability
36Copyright © 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
Leverage Existing InvestmentsInnovative 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
37Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
38Copyright © 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
39Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
OpenScape Business
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
41Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
OpenScape Business -Unmatched in Value
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
42
Copyright © Unify GmbH & Co. KG 2013. All rights reserved.
OpenScape Business Key Takeaways
• 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