VoIP & Unified CommunicationI i & C ll b i Innovation & Collaboration

Jason JulianoFormer Corporate Information Security Officer &

Program ManagerProgram ManagerING Real Estate

Agenda

Background on ING Real EstateThe challenge: maintaining good communications amid for rapid The challenge: maintaining good communications amid for rapid growthOur planning process & cost/benefit analysisOur planning process & cost/benefit analysisOur phased approach to implementationResults: hard dollars and soft benefitsResults: hard dollars and soft benefitsAdvice to others

ING Real Estate

Financial Services for Real Estate3000 End Users 110 Billion euro in AUMs3000 End-Users, 110 Billion euro in AUMsCovering Areas in the Americas, Europe & Asia-PacR l E t t UNit d IT Eff t A P t t li S t d Real Estate UNited IT Effort - A Program to centralize Support and Technology

The Challenge

Double Portfolio in the next 5 Years (2x revenue)hEffectively communicate with global groups in a timely mannerh Increase competitive edge for winning businesshEnhance business value externally to clients and internally to end users

How will you achieve these goals?Acquisition

2x more Revenue per Customer2x more customers

More CommunicationsFaster Communications

Intelligent Communications2x more customers Intelligent Communications

The Process

Leverage existing relationship with Microsoft and Avaya UC solution; create global agreements.Put ING Real Estate in control of the VoIP & UC environment, as opposed to internal or external service providers.Reduce IP telephony costs & improve ROIReduce IP telephony costs & improve ROIGlobal service support agreementIncreased control (both costs & services)Better service at lower costsExecutive/budgetary approval from the Management Board

Results from Cost Benefit Analysis

Cost savings will primarily result from better management and a consolidated infrastructureCurrent telephony environment is inefficient and requires consolidationA Unified Communications/IPT solution is best positioned to meet the requirements of usersrequirements of usersBetter accountability and cost control may be required Best results from implementation of UC and IPT for cost savings, benefits, and

id d d t tavoid redundant componentsFrom the implementation of IPT & UC we expect significant costs savings, improved user experience & better SLA’s

Mapping out the savings

Implementation

Project is a 24 month phased implementation, not a “big-bang” approach.It was agreed that global system integrator. will be used. Keep it simple It was agreed that global system integrator. will be used. Keep it simple and easy to manage. Although this project was on budget, we had issues with the timeline due to the management structure of the program. There were too many layers to the management structure of the program. There were too many layers in the decision-making process.Challenges included pressure for reducing the budget, managing a multitude of partners & technologies; cost allocation methods & multitude of partners & technologies; cost allocation methods & governance; acquiring, training & retaining expertise; time & momentum.

Implementation – Example of final VoIP Design Remote site (full IP) Remote site (full IP)

IP PhonesSurvivable Survivable

VoiceVoiceGateway

PSTN

IP PhonesVoiceGateway

PSTNCentral site or Data Center

QoS WAN

Central site or Data CenterCentralizedCall ManagementServer IP Voice

mail

Example integrationof legacy PBX

Legacy PBXPSTN

of legacy PBX

IP Phones

Analog/ digital phones

Results - Cost Savings

Unified number plan: extends reachability, simplifies management resulting in time for focus on core businessCentralized system using a single vendor means single configuration database resulting in reduced maintenanceIP trunking: Eliminates “external” internal calls resulting in reduction of g gPSTN network costsIP phones provide user mobility and flexibilityVirtual Office reduces real estate footprint Virtual Office reduces real estate footprint Fixed-mobile convergence generates better response from employeesIn-house voice & video conferencing: direct savings from external & g goperator

Results – Soft Benefits of VoIP & UC

Increase user productivity, including:Eliminate time wasted playing phone\email “tag” & tracking down Eliminate time wasted playing phone\email tag & tracking down colleaguesMore efficient information dissemination and eliminate unnecessary re-work.re work.Effective flexible-working and home-working

Reduce business delays, including missed sales opportunities and d l d d t l h delayed product launches. Simplification of network managementNew applications integration through communications-enabled business New applications integration through communications-enabled business processesIT Service Management

Advice

WAN (Sizing, QoS) Geographical reach

Big Bang vs. Phased ApproachUser AcceptanceGeographical reach

AD / Corporate Address Book / Exchange

User AcceptanceProject Management and Coordination

Unified Communication integration with Business AppsRemote Access / Security /

Centralized Helpdesk, Management / Local Administration

Remote Access / Security / Legal ConsiderationsUnified Voice Mail (UM)

Local Break & Fix SupportContingencies

Thank You

Jason JulianoFormer Corporate Information Security Officer &

Program Manager – ING Real Estatejuliano@nuvosys comjuliano@nuvosys.com

www.NuvoSys.com