managing and optimizing your cisco uc and contact center

SEPTEMBER 2012 WEBINAR:

MAN AGIN G & OPT IMI Z I NG Y OUR UC & CC E NV I RONME NT

P R E S E N T E D B Y RIORD AN MAY NA RD C E O T O U C H B A S E

A G E N D A

• Introduction & Set Up

• Background

• Key Challenges

• Core Components

• Options & How to Get it Right

• Q&A

I N T R O D U C T I O N & S E T U P

• Who is Touchbase?

• Why this topic?

• What outcome should you expect?

OVERVIEW• Global Technology Services Company • Specialized in Collaboration & Contact Center Technologies• Heritage in Legacy Platforms• Proven & established services methodology to maximize the return from technology• Help mid-size National & Multinational Companies to Design, Deliver and Optimize new technology

nationally and across the world• Our clients employ between 1,000 and 50,000 people worldwide• Worked with over 1,000 organizations across 60 countries in the past 18 years • Absolute focus on solution value, exceptional execution and ongoing client satisfaction • Significant collaboration integration capability around all enterprise applications• Management & Optimize at the core of what we do for clients

THE DIFFERENCE• Specialist • Global Coverage• Proven Capability • Culture • Clients

TO U C H B A S E O V E RV I E W

W H Y T H I S TO P I C ?

• Investment in communications technology is significant

• Major focus at point of investment on the technology and how it is applied

• Management & Optimization often an after thought

• Should be at the core of the decision making process

• Makes the difference between success & failure

W H AT O U T C O M E S H O U L D Y O U E X P E C T ?

• A greater understanding of the importance of Management & Optimization

• The options available to you to manage your communications technology

• Some Best Practice / Tips that should be considered by all companies

• A follow up and free of charge M & O Audit

B A C K G R O U N D

• The communications technology environment is more complex than ever

• Proprietary systems from box to device no longer exist

• Significant interdependence between Transport, Processing & Application

• Rapid move to device & operating system independence – true mobility

• Broader & more complex portfolio of communications applications & tools

• Constant pressure on operating costs

• Increasing user demands and expectations

• More dynamic operating environments

• Fast changing and developing skill requirements

In summary the challenges are the same but the environment is vastly different

K E Y M A N A G E M E N T & O P T I M I Z AT I O N C H A L L E N G E S

• Maximize Uptime

• Keep the Technology Current

• Deliver an Exceptional User Experience

• Control Costs

C O R E C O M P O N E N T S

• Exceptional End User Helpdesk

• Amazing Technical Support Desk

• Proactive Monitoring

• Vendor Escalation

• Parts Replacement

• One Point of Accountability

• Regular Value Reviews

• Regular Optimize Briefings

• Dedicated Client Engagement Manager

• ITIL Based Methodology

A D D I T I O N A L F O C U S A R E A S

• Tight Service Level Agreements• 24x7x365• Current Skills• Knowledge Database• Upgrade Diary• Test Failover & Redundancy• System Configuration Audits• Effective Change Management Process• Patch Management • Clear Incident Reporting Process• Clear Escalation Process• Centralized & Up to date documentation• Constant Honest Communication• Root Cause Identification & Documentation

O P T I O N S TO M A N A G E Y O U R T E C H N O L O G Y

• Do it yourself

• Have someone else do it for you

• Do a bit of both

H O W TO G E T I T R I G H T

1. Full Audit of your Current Management & Optimization Situation

2. Map against Best Practice

3. Construct Gap Analysis / Requirements Schedule

4. Analyze Delivery Options

5. Execute through Partner Selection or Internal Resource, or both

6. Review against requirements every quarter

A S U C C E S S F U L M & O P L A N D E L I V E R S

• Maximum Uptime of the Technology

• Current & Aligned Technology

• Ecstatic Users

• Cost Efficiency

T H A N K Y O U

Management & Optimization is at least as important as the technology you choose to invest in

Treat it as a strategic and operational imperative and the benefits are significant

Touchbase would love to help with a free Management & Optimization Audit

Thank you for listening

Q & A

THANK YOU