Download Verizon voip success stories

VERIZON VoIP
SUCCESS STORIES
Presenter
Date
PTE15189 12/13
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Financial
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
3
Case: Regional Bank, 38 Branches
Improves Infrastructure While Controlling Costs
Banking Industry
• Customer Business Challenges
– Variety of Key System
difficult to manage
– Multiple ILEC contracts
from different providers
– Control operating and capital costs
– Addressing Risks
• Verizon IP Trunking Delivers
– Reduced Operating Costs
• Leveraged BEST capability to share trunks
across the enterprise; reducing number of Trunks
at each site from 10 to 5
• Significant cost savings over TDM voice
– Controlled Capital Costs
• Operating costs savings justified data network
upgrade and new IP PBX
• IP PBX design avoided TDM gateway purchases
– Addresses Risk
• A robust survivability solution leveraged
inbound fallover and load balancing
– Improved Productivity
• Telephony systems, contracts and
billing managed centrally
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
4
Case: Regional Bank, 100+ Locations
Provides Cost Effective Business Continuity Management
Banking Industry
• Customer Business Challenges
– This bank is Florida-based, so
Hurricane season represents a
significant threat to their operations
– Each office had separate contracts
and invoices from different providers
– Legacy TDM equipment in
decentralized design required
local support
• Verizon IP Trunking Delivers
– Drive Revenue and Enhance Customer
Service
• Improved customer experience by centralizing
telecom infrastructure and banking applications
over converged voice and data network over
Verizon’s MPLS network
• Improved customer service and business
continuity planning by allowing customer
automatically re-route voice traffic to an alternate
VoIP or traditional PSTN location
– Improve Productivity
• Significantly reduced the number of monthly
invoices allowing the customer to simplify their
operations management
– Control Costs
• Cost savings justified purchase of Avaya
UC equipment
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
5
Case: Regional Bank, 100+ Locations
Provides Cost Effective Business Continuity Management
Banking Industry
• Customer Business
Challenges
– Managing of seven different
telephone systems as a result
of acquisitions
– Inherited a disparate telecom
trunking infrastructure with local
lines from variety of ILECs, with
no common contract
– Corporate directive to
reduce costs
• Verizon IP Trunking Delivers
– Drive Revenue and Enhance Customer Service
• With centralized delivery of trunks, centralized IVR was
able to cost effectively create a single voice for the bank
and thus act as a major brand identity element
– Improve Productivity
• Allowed customer to realize network efficiencies via
convergence of voice and data and direct SIP connectivity
• Improved business survivability capabilities via location
call intercept and inbound fallover/load-balancing to
fallover from one location to another
– Control Costs
• Reduced trunking costs by leveraging the BEST feature to
reduce number of lines required at each site from 8 to 1
• Cost savings provided by the BEST feature allowed
customer to fund new technology deployment – IP PBX
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
6
Case: Banking Company, approximately 1800 Locations
Verizon’s Next Generation Network Drives Business Model
Banking Industry
• Customer Business
Challenges
– Managing Regional Bank
growth via acquisition
– Maintaining ‘look and feel’ of
small local bank
– Integrating hodgepodge of
legacy frame networks and
voice systems cost effectively
• Verizon IP Trunking Delivers
– Cost Savings
• Cost savings from BEST IP Trunking solution served as
catalyst to justify customer’s ‘Next Generation’ network
project which displaced legacy frame relay with Verizon’s
MPLS
• Reduced number of local lines at each branch office from
average of 8 lines at each site to two IP Trunking
concurrent call ‘ports’
– Improve Efficiencies
• Enabled replacement of legacy Key Systems with IP PBX
to allow centralized management of voice resources
• Provided easier and faster path to integrate newly
acquired branch offices and streamlined management
costs
– Greater Flexibility
• Allowed bank to maintain local number ‘look and feel’
while reaping benefits of a centrally managed voice
service and provider
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
7
Case: Regional Bank, 100 Locations
Combined Solution Allows Customer to Migrate to VoIP at their own Pace
Banking Industry
• Customer Business
Challenges
– Reduce costs
– Rapidly growing business
through bank acquisitions
– Broad range of premise
equipment
• Leveraged Verizon IP Trunking and IP Integrated
Access VoIP Services with Verizon Professional and
Site Services to Create a Turnkey Operation
– Comprehensive Solution
• Combined IP Trunking and IP Integrated Access with
Verizon MPLS network to create a winning VoIP solution
• Leveraged Verizon Site
• Leveraged Verizon Project management to provide a
seamless migration from TDM to VoIP services
• Terminated Verizon Toll Free services to VoIP
– Increased Business Agility
• Leveraged the flexibility of VoIP to make rapid changes to
concurrent calls setting to meet business demands and
ensure satisfactory customer service
– Improved Business Continuity Management
• Diversified traffic across multiple network border elements
• Deployed network based inbound survivability to re-route
inbound calls to an alternate termination in the event of a
failure
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
8
Case: National Bank, 9,000 Locations
Helps enable SIP Transformation
Banking Industry
• Customer Business Challenges
– Cost and Management of 6000+
Local PRIs, LEC Contracts; no
centralized control for branch access
– Lack of SIP transformation expertise
– Integration of dispersed Cisco
Unified Communications Manager
infrastructure with SIP Trunking
– Costs associated with building SIP
Gateway to support and secure bank
WAN from SIP carriers
• Verizon VoIP IP Trunking Delivers:
– Comprehensive Solution
• Fully managed SIP Gateway infrastructure with Managed
SBCs, Routers and Switches combined with Verizon
engineering expertise to integrate IP Trunking to
Cisco VOIP
• Ability, via Verizon Credit, to package CPE into a
consumption model that allows Bank Shared
Services to transform to SIP without large one-time
capital expenditure
– Cost Reduction
• IP Trunking with BEST reduces the number of lines
required at each site, providing savings over TDM PRIs
– Improved Business Continuity Management
• IP Trunking offers redundancy for VoIP survivability; dual
hubs for each branch offer alternate routes to PSTN not
available with LEC PRI Services
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
9
Case: Global Banking Institution, 1,300+ Sites
Combined VoIP Services Drive Efficiencies
Banking Industry
• Customer Business
Challenges
– Provide an infrastructure that
includes an advanced
service integrated solution at
a reduced cost
• Verizon VoIP Hosted IP Centrex (HIPC) with IP Trunking
and BEST Creates Unified Communication Solution that
Delivers:
– Comprehensive Solution
• Mix of VoIP services create seamless solution for
1.300+HIPC sites and 51 IP Trunking sites with BEST;
potential to add video conference and IP Toll Free
services
• Combined CPE solution utilizing Aastra phones and
Polycom for HIPC, and Avaya and Nortel IP PBXs for IP
Trunking
• Verizon VoIP redundancy for business continuity
management
– Management Tools
• Web-based portal offers RCF, usage tracking’s, PBX
unreachable call detail recording for outbound LD and
near real time reporting metrics to help customers
manage concurrent call utilization
– Implementation
• Dedicated PMO to manage implementation
• Cutover times scheduled for after hours and weekends
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
10
Insurance
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
11
Case: Insurance Company, 400+ Branches
Improves infrastructure and Gains Efficiencies
Insurance Industry
• Customer Business
Challenges
– More efficiency from existing
telephone system
configuration
– Better management of voice
communications for the 400+
retail sales offices
– Variety of Key Systems
difficult to manage
– Multiple ILEC contract from
different providers
• Verizon IP Trunking Delivers
– Control Costs
• BEST feature helped reduce the number of voice lines
per store from five to two
– Improve Productivity
• Cost savings from BEST capability enabled upgrade to
IP phone system across all locations
• Centralized voice services management with Trunking
reports at sales office level
• Consolidated contracting for local service requirements
– Expertise to Leverage Sales agent’s Free Time
• Verizon Professional Services configure CME routers to
integrate distributed sales agents into call center group
during their “free time”
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
12
Case: High Risk Casualty Firm,110+ Locations
Provides Effective Business Continuity Management
Insurance Industry
• Customer Business
Challenges
– Being located in the South
East in the hurricane corridor
business continuity was a
key service metric and
management priority
– Customer service is critical
– Managing more than 100
different local services
vendors/contracts
• Verizon IP Trunking Delivers
– Improved Business Continuity Management
• Improved business survivability capabilities via location call
intercept and inbound failover to failover inbound traffic
from one data center to another
– Greater Flexibility
• Allows customer to migrate to VoIP at their own pace by migrating
local services on IP Trunking first and phased migration of LD traffic
• Allows customer to maintain their TDM contract commitments but
reduce traffic and leverage VoIP for LD overflow
– Simplified Local Management
• Verizon solution provided 100% local coverage to their locations in
the contiguous US – greatly reducing number of vendors and
contracts to manage
– Controlled Operational Costs
• IP TRUNKING with BEST solution allowed for consolidation of local
service resources, helping control monthly telecom expenses
• Allowed customer to control CPE costs by eliminating the need to
procure premise gateway equipment at their remote locations
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
13
Manufacturing
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
14
Case: Air Con Manufacturer 150+ Locations
Provides Cost Effective Customer Service
Manufacturing Industry
• Customer Business
Challenges
– Managing acquired
companies efficiently and
maintaining high customer
satisfaction
– Variety of equipment and
vendor typese
• Verizon IP Trunking Delivers
– Control Costs
• Eliminated expensive remote call forwarding (RCF) features
on business lines at acquired facilities and replaced them with
cost effective Verizon VoIP vFX service which is billed at a
trunk level reducing capacity from 1000 RCF lines down to
500 vFX trunks
• Leveraged the BEST feature to reduce the number of trunks
from 3,000 down to 2,100 across their enterprise
• Cost savings provided by IP Trunking allowed customer to fund
new technology deployment – IP PBX
– Design Flexibility
• Implemented IP Trunking using IP PBX equipment from a
variety of vendors while maintaining on-net calling capabilities
and network based dial plans
• Deployed IP Trunking using 3rd party MPLS at remote locations
while still leveraging the benefits of Verizon VoIP centralized
designs with local and long distance and the BEST feature
• Chose to include a premise session border controller
in their design
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
15
Case: National Printing Firm, 50+ locations
Deployed Comprehensive Unified Communication Solution
Manufacturing Industry
• Customer Business Challenges
– Provide an infrastructure combining
CPE and maintenance to reduce
costs and number of support
organizations, and provide a
consistent network design.
– Achieve single vendor solution for
installation, implementation, and
management of devices and
convergence.
Verizon IP Trunking Combined with Other Integral Verizon
Services Creates Winning Unified Communication solution
that delivers:
– Comprehensive Solution
• Verizon provided the VoIP solution meeting customer’s
business and technical objectives utilizing Cisco Unified
Communications Management to include eighty-six
disparate PBX’s on a single Cisco Unified Communication
M platform.
• Comprehensive solution leveraging IP Trunking and
BEST in addition to the investment in CPE.
– Cost Reduction
• Developed a customized approach to deliver business
value with VoIP, e-mail, IM, presence and Contact Center.
• Improved the customer’s experience, eliminating
geographic limitations, reducing overall costs, and
providing an enterprise view to customer call centers.
– Simplified Management Tools
• By taking advantage of the “reporting” function, customer
was able to determine if they could reduce their concurrent
calls from 900 to 600.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
16
Healthcare
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
17
Case: Medical Staffing, 80+ Locations
Design Flexibility Delivers New Business Efficiencies
Healthcare Industry
• Customer Business
Challenges
– Reduce Costs
– Adapt to changing business
– Ensure customer service
•Leveraged Centralized IP Trunking Design to Drive
Business Efficiencies:
– Design Flexibility
• Migrated to a centralized IP PBX design to improve system utilization
and drive cost efficiencies
• Provided for centralization of core communication assets allowing for
reciprocal failover between data centers and load sharing distribution
from a trunking design perspective
• Leveraged the power of the BEST feature and deployed just one
concurrent call at each remote site and remaining ports at the hub
location greatly streamlining network management and reducing total
trunks across the enterprise
– Increased Business Agility
• IP Trunking, combined with the BEST feature provided the customer
the ability to react to changing market conditions with ease
• Centralized design simplified deployment of new offices
– Management Tools
• Leveraged the Administrator portal to closely monitor local/long
distance concurrent call port utilization across their enterprise during
the peak busy hour
– Comprehensive Solution
• Leveraged Cisco UCC (routing, scripting, and IVR component) within
the contact center environment using professional services support
for their helpdesk environment
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
18
Case: Medical Firm, 300+ Dental Offices
Wins More Business and Improves Customer Service
Medical Industry
• Customer Business Challenges
– Increase appointment bookings
– Present a local presence
to patients
– Standardize local services
across acquired dental practices
– Create synergies by reducing
and eliminating remote site costs
•Verizon IP Trunking Delivers
– Drive Revenue and Enhance Customer Service
• Call center with local number origination to a
centralized call center
– Improve Productivity
• Call center better equipped to manage high call
volumes
• Private IP enabled new capabilities and stabilized
connectivity to applications
• IP Trunking available to 98% of offices – greatly
reducing number of vendors and contracts
– Control Costs
• BEST feature, Centralization and headcount
reductions driving cost efficiencies to subsidize new
CPE architecture
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
19
Real Estate
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
20
Case: Real Estate Trust Firms, 4,000+ Properties
Improves Productivity and Controls Costs
Real Estate Industry
• Customer Business Challenges
– Heavy inbound and Outbound
call volumes
– Multiple ILEC contract from
different providers
– Improve infrastructure efficiency
•Verizon IP Trunking Delivers
– Control Costs
• Leveraged BEST feature to share trunks across the
enterprise; reducing number of trunks required at
each site from 6-12 per site down to 1.5 per site
• Significant cost savings over TDM voice
– Improve Productivity
• Simplified local service management with centralized
contracting, trunk management and invoicing
– Expansive Reach
• IP Trunking and BEST available at 98%
of the locations nationwide
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
21
Case: Holding Company, 350+ Locations
Consolidates Operations to Control Costs
Real Estate Industry
• Customer Business Challenges
– Managing acquired companies
efficiently with reduced IT staff
– Supporting local office presence
while consolidating operations to
control operating costs
– Managing more than 100
different local services
vendors/contracts as result of
legacy acquisitions
•Verizon IP Trunking Delivers
– Controlled Operational Costs
• The BEST feature with IP Trunking allowed for
consolidation of
local service resources, helping control monthly telecom
expenses
• Centralized IPT system with remote offices enabled small
IT staff to reduce costs/ overhead associated with legacy
Key System/local line support
– Improve Efficiencies
• Allows offices to maintain local number presence with
virtual FX services, while managing staff support centrally
• Verizon solution provided close to 89% local coverage to
their locations – greatly reducing number of vendors and
contracts to manage
– Greater Flexibility
• Allows holding company to more quickly adapt to changing
business climate
• Standard remote office ‘design’ can be managed centrally,
so design changes can be made more quickly and
efficiently
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
22
Retail
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
23
Case: National Retail Chain, 800+ Locations
Improves Customer Service and Controls Costs
Retail Industry
• Customer Business Challenges
– Cut $5M out of IT budget over
three years
– Improve disaster recovery plan
– Reduce number of
communication vendors and
contracts
– Manage seasonal spikes in call
volumes
•Verizon IP Trunking Delivers
– Control Costs
• Leveraged BEST feature to reduce the number of
business lines required at each location from five to
one or two depending on size
of store
– Address Risk
• Improved business continuity management
with call intercept and load balancing capabilities
– Improve Productivity
• Centralized voice services management
• Consolidated local service contracting
– Improve Customer Service
• Enhanced ability to handle inbound calls
during peak season
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
24
Case: National Medical Products, 70+ Locations
Enhances Management and Network Efficiencies
Retail Industry
• Customer Business Challenges
– Completely decentralized model
with multiple contracts, multiple
invoices, and different feature
capabilities across their enterprise
– Control costs
•Verizon IP Trunking Delivers
– Control Costs
• Leveraged BEST feature to reduce the number
of business lines required at each location from
14 down to 4
• Cost savings provided by BEST allowed customer to
fund new technology deployment – IP PBX
• Implemented their IP PBX without the need to buy
additional expensive IP to TDM gateway gear
– Simplified Management
• Centralized voice services management
• Consolidated local service contracting and invoicing
• Streamlined billing via a nationwide US Domestic LD
rate
– Expansive Reach
• IP Trunking and BEST available at 96% of the
customers locations nationwide
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
25
Case: Large Retailer, 1,000+ Locations
Control Costs While Migrating to VoIP
Retail Industry
• Customer Business Challenges
– Control costs as each store’s
phone systems sized to handle
peak traffic
– Variety of Key Systems difficult to
manage
– Multiple ILEC contract from
different providers
•Verizon IP Integrated Access Delivers
– Control Costs
• Leveraged BEST feature to reduce the
number of voice lines per
store from twelve to five
• Cost savings justified upgrade of data network
– Improve Productivity
• Delivered VoIP over current infrastructure
while creating foundation
to migrate to a full IP solution at company’s
own pace
• Consolidated contracting for local service
requirements
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
26
Case: National Retailer, 6,000+ Stores
Improves Customer Service and Productivity
Retail Industry
• Customer Business Challenges
– Poor customer service – required
average of 14 local telephone
lines, sized for high peak usage
and still getting busy signals
– Inability to centrally manage local
services across their enterprise
– Corporate directive to reduce costs
•Verizon IP Trunking Delivers
– Drive Revenue and Enhance Customer
Service
• Leveraging VoIP for features such as Inbound
Failover, where calls are automatically forwarded
to another IP address for business continuity and
disaster recovery
– Improve Productivity
• Allows customer to manage voice services across
the enterprise via centralized IP Trunking design
• Available with an expansive local footprint enabling
a 98% local hit rate across the Enterprise
– Control Costs
• Leveraged the BEST feature across four time
zones to enable compelling network trunk
efficiencies: Reducing trunks from 10-16 per
site down to one per site
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
27
Case: National Retailer, 280+ Locations
Realizes Trunk Efficiencies
Retail Industry
• Customer Business Challenges
– Completely decentralized model
with multiple contracts, multiple
contracts, multiple invoices, and
different feature capabilities across
their enterprise
– Severely over trunked locations to
maintain high end retail locations
– Lack of technical expertise
•Verizon IP Trunking Delivers
– Drive Revenue and Enhance Customer
Service
• With centralized delivery of trunks, centralized IVR
was able to cost effectively create a single voice for
this retailer and thus act as a major brand identity
element
– Improve Productivity
• Provided the ability to centralize management of
their local services
– Control Costs
• Reduced number of lines at each location from 22
or 12 down to 4
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
28
Case: National Retailer, Nearly 500 Locations
Delivered Cost Savings With Flexible Hybrid VoIP Design
Retailer
• Customer Business
Challenges
– Cost control
– Multiple local vendors
and invoices
– Mix of TDM Key System
and IP PBX equipment
– Minimal technical
expertise at the retail
stores
•Verizon IP Trunking Delivers
– Fast and Easy Implementation
• Implemented 8-9 stores per day with a single truck roll for installation and
porting. Sites installs started at 6am local time and typically wrapped by 9am
EST before the stores opened for business
• Leveraged a dedicated Verizon Project Manager who managed the migration
– Control Costs
• Allowed customer to continue using their existing TDM Key System equipment
and routers with only a small investment in premise gateway equipment
• Leveraged the BEST feature to reduce the number of trunks from 4,000 down to
2,500 across their enterprise
• When the solution was fully implemented, enabled the customer to save, on
average, 50% in telco costs
• Helped fund Private IP upgrade with savings
– Footprint
• Ported local services from many other local service providers with a consolidated
contract, flat rate pricing and exceptional local coverage at virtually all their
stores in the contiguous US
– Design Flexibility
• Leveraged a hybrid enterprise environment with some locations using IP
Trunking and others using IP Integrated Access with shared VNET dial plan
capabilities
• Leveraged network based voicemail capabilities to provide central voicemail
system across all their stores
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
29
Case: National Department Store, 800+ Locations
Helps Improve Service and Control Costs
Retail
• Business Challenges
– Architecture simplification
– Vendor management
– Cost reduction
– Aging technology
– De-centralized model
•Verizon IP Trunking Delivers
– An Ability to Control Costs
• IP Trunking with BEST feature enables trunk utilization across stores Local
PRI lines at stores reduced
• Local PRI lines at stores reduced
– Simplification
• Simplified vendor management
• Fewer contracts and invoices
• Streamlined peak season planning with web-based reporting to track
local/LD trunk usage
• Third-party network for in-store data access maintained connectivity and
enabled smooth migration to Verizon VoIP
– Confidence
• Well-defined VoIP processes and experienced support teams help
streamline migration
– Implementation Strategy
• Implementation scheduled over 18 months for 800+ locations
• Sites installed outside peak holiday season
• Local telephone number inventory conducted
• End-to-end deployment by Verizon Project Management Organization
• CPE installed prior to day of turn up
• 20 sites per day installed prior to store opening
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
30
Case: National Retailer, 230+ Locations
Helps Improve Service and Control Cost
•Verizon IP Trunking Delivers
Retail
• Business Challenges
– Aging technology
– Cost Reduction needs
– De-centralized model
– Technology
• Allows brand-aware customer to demonstrate cutting edge technology in
retail stores
• Migration from TDM infrastructure with distributed call manager to
centralized IP Trunking model with call manager cluster in data centers
• VIPER feature
• Flexibility to upgrade call paths and/or capacity in short timeframes
• Cisco CPE
– Business Continuity Management
• Disaster recovery and design flexibility allow customer to take main TN
from each store, port to hub locations using hosted IVR solution, and
manage calls appropriately
– Reporting
• Web-based reporting tools enables customer to obtain real-time reporting
on usage, allowing for monitoring and modifications as needed
– Resources
• On-site professional services verified business demands were met
– Implementation Strategy
• Implementation scheduled over three months for 230+ locations
• End-to-end deployment coordinated by Verizon project management
• Ten sites activated per day prior to store opening
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
31
Case: National Retail Store, 2600+ Locations
Improves Customer Service and Controls Costs
Retail
• Customer Overview
– Large national retailer
– US based presence
– 2600+ locations
• Customer Overview
•Verizon IP Trunking Delivers
– Control Costs
• High reduction in TDM voice lines at each store
• Demonstrate immediate cost savings per store per
month
• Efficient usage monitoring through Verizon on-line
reporting
– Agile deployment
– Reduce costs on a per store
location
• Deployment of several hundred stores per year over 2
years
– Agility in solution deployment
• 1500+ stores deployed in 3rd year
– High quality service support
• Reached an “auto-pilot” deployment methodology
– Operational excellence
• Successfully deliver high quality on-going support
• Proactive engagement to address any service impacting
issues
• Demonstrate high sense of urgency to address new
service request
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
32
Service
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
33
Case: Photography Studio, 800+ Locations
Provides Foundation for New Business Applications
Service Industry
• Customer Business Challenges
– Pushing large images to
centralized data warehouse
– DSL data infrastructure insufficient
to meet their changing business
requirements
– Time consuming peak season
trunk management
•Verizon IP Integrated Access (IPIA) Delivers
– Created New Business Applications
• Trunk reductions enabled by IPIA with the BEST feature
helped cost justify upgrade of their data network to bigger
MPLS ports
• Bigger MPLS ports allowed this enterprise to launch new
on-line business applications to their customers
• Leveraged dynamic bandwidth allocation allowing data to
use additional MPLS bandwidth when no voice calls are
engaged
– Simplified Peak Season Planning
• Eliminated the need to spend months of peak season
planning ordering business line for their 3 month peak
– Controlled Operational Costs
• Control long distance transport costs by leveraging Verizon
VoIP on-net voice calling between their studios and
corporate office
• Leveraged the BEST feature to reduce the number of
trunks from 2-3 down to 1 per location
• Realized the benefits of VoIP while maintaining their
existing phone equipment and mitigating the need for
re-training
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
34
Case: National Fitness Chain, 300+ Locations
Provides Flexibility to Rapidly Grow Business
Service Industry
• Customer Business Challenges
– Customer service Is critical
– Managing more than 300 different
local services vendors/contracts
– Scalability is essential
•Verizon IP Trunking Delivers
– Speed-to-Market
• Verizon IP Trunking helped enable this fast growing
fitness chain to rapidly open new centers across the
country
• Provided easy and fast path to integrate newly
acquired branch offices and helped control
management costs
– Simplified Management
• Verizon solution provided local coverage to
customer’s locations in the contiguous US—greatly
reducing number of vendors and contracts to manage
• Predictable billing for local services
• Enterprise wide web based reporting capabilities
– Improved Network Utilization
• Dynamic Bandwidth allocation
• Voice compression
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
35
Other
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
36
Case: International Advertising Agency
Flexible Solution Supports Changes in Business Demand
Advertising Industry
• Customer Business Challenges
– Simplify communications with
dispersed sites
– Flexible solutions that support
changes in business demand
– Eliminate need to maintain
separate PBX systems
•Verizon Hosted IP Centrex Delivers
– Scale
• Scalability during company’s ad campaigns
or promotions
• Ability to add one user at a time
– Consistency
• multiple offices with consistent features
across the enterprise
• Integrated system eliminates need for
PBXs at any of their sites
• Simplified IT operations and controlled
capital investment
– Management
• Centralized web GUI based system
management
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
37
Case: National Consulting Firm, 100 Locations
Combines IP Services to Gain Business Efficiencies
Consulting Agency
• Customer Business
Challenges
– Significant number of minutes
on their conferencing platform
generating high conferencing
and transport costs
•Verizon IP Trunking Combined with IP Conferencing Services
Creates a Winning Unified Communication Solution that Delivers:
– Comprehensive Solution
• Leveraged IP Trunking to create seamless and converged VoIP
solution
at their sites with TDM PBX and IP PBX equipment as well as their
UC system for mobile users
• Layered in managed services of their UC mobility system
– Cost Reduction
– Corporate directive to reduce
costs
• Eliminated toll usage charges from VoIP facilities to the conferencing
platform
– Complex CPE environment
with TDM PBX’s, IP PBX’s
and UC clients
• Controlled trunk costs by allowing calls from VoIP locations and
mobile
UC users to the conferencing platform to leverage on-net concurrent
call ports included with solution
• Reduced total trunks across their enterprise by allowing local and long
distance concurrent calls to be shared using the BEST and
Conferencing features
– Improved Business Continuity Management
• Improved business survivability capabilities by leveraging Verizon
and 3rd party data access at remote locations and between hubs
with automatic failover
• Leveraged the Verizon VoIP Inbound IP load balancing and Failover
feature to provide inbound survivability between sites
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Case: Marketing Agency, 50+ Locations
One Stop Shop for Support and Cut Costs
Marketing Industry
• Customer Business
Challenges
– Provide an infrastructure that
includes an integrated
solution at a reduced cost
– Achieve integrated solution
from design to turn-up
– Provide one stop shop so the
agency can focus on their
marketing business
•Verizon IP Integrated Access Combined With “One Stop Shop”
Support Provides Winning Customer Solution that Delivers:
– Comprehensive Solution
• Created “One Stop Shop” solution by providing PBX equipment,
data facilities and VoIP with comprehensive Verizon owned
management support.
• Leveraged multiple Verizon provided management options including
managed WAN, professional services for things like inside wiring and
PBX maintenance
• Effectively executed customer’s solution with an experienced team
of engineers, project managers, field technicians, service managers,
and VoIP sales and technical specialists.
– Cost Reduction
• Realized significant monthly telecom savings by provisioning the
number of trunks that they really need. They reduced the number of
lines from 24 down to 12 at most sites
– Management Tools
• Leverages the web based portal to track current reporting metrics
to monitor concurrent call utilization.
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
39
Case: Tax Preparation Company, 25+ locations
Flexibility to Adapt to Changing Business Needs
Tax Prep Industry
• Customer Business
Challenges
– Centralized hub
•Leveraged Verizon’s Hosted IP Centrex (HIPC) to Create a
Winning Solution:
– Comprehensive Solution
• Verizon equipped a centralized hub where phones were provisioned
allowing remote employees to plug in to/from third party locations
– Reduce costs
• Competitive win providing for E911 at remote locations and customer
ability to update name and address
– Flexibility and ability to adapt
to changing business needs
• Verizon provided the customer the ability to turn phones up/down
during the tax off season avoiding disconnect/re-connect
associated costs
• Leveraged pricing benefits by providing unlimited local and LD
packages vs. a per minute rate
– Increased Business Agility
• HIPC provided the customer the ability to open and/or close offices
with ease and the opportunity to react to market conditions and
deployment of new offices based on changing needs of the business
– Tools
• Customer utilizes the reporting tools to analyze their utilization
and adjust accordingly
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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Case: State University – One Campus, Over 240 Buildings
Combined IP Services Help Drive Efficiency Gains
Education
• Customer Business
Challenges
– Need for integrated
infrastructure solution at
reduced cost
– Complex CPE environment
including TDM Centrex and IP
PBX equipment
– Significant Telco and IT
budget reductions
•Verizon Hosted IP Centrex (HIPC), IP Trunking, IP
Conferencing and Contact Center Services Creates
a Winning Unified Communications Solution
that Delivers: :
– Comprehensive Approach
• HIPC, IP Trunking, IP Conferencing and Contact Center create
seamless solution for 200+ buildings on campus
• Plan to add over 19K lines of HIPC and 6K lines of IP Trunking
– Cost Reduction
• IP phone leasing through Verizon Credit Services enables
department migrations under individual timeframes with little capital
investment
• HIPC and Aastra IP phone solution provide cost-effective
pre-user price
– Management Tools
• Web-based portal tracks near real time reporting metrics, helping
customers manage concurrent call utilization
• Individual users, groups, and buildings can migrate at their own
pace, providing ease of migration, scalable capacity, and the ability
to avoid PBX investment and mass user migration effort
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
41
European Stories
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
42
Case: Electrical, Engineering and Automation Industry, 60+ Locations
Transition to a Unified Communications Environment
Communication Industry
• Customer Business Challenges
– De-centralized infrastructure
across 10+ European countries
– Legacy TDM PBX
– Equipment
– Improve business efficiencies
– Ensure good customer service
•Leveraged Verizon IP Trunking with Centralized
Multi-Site Multi-country Design and BEST:
– Improved Business Efficiencies
• Deployed a centralized multi-site, multi-country
design allowing
them to streamline management and
administration of their sites across Europe
• Enabled customer to migrate from TDM to IP PBX
equipment with direct SIP connectivity eliminating
the need for expensive gateways while improving
communications capabilities and efficiencies
– Increased Business Agility
– Leveraged the flexibility of VoIP with BEST to
rapidly meet fluctuations in business
requirements while providing satisfactory
customer service
– Footprint
• UK, Germany, Italy, Sweden, Belgium, Spain,
Switzerland
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
43
Case: Business Services Company, 1 Location
Straightforward and Highly Reliable Phone Service
Business Service Industry
• Customer Business Challenges
– Moved to new office where existing
telephone system couldn’t easily
move
– Required straightforward and
highly reliable phone services
– Facilitate call delivery to disaster
recovery site
•Verizon Hosted IP Centrex Delivers
– Control Costs
• Replaced the service from outdated equipment
while avoiding additional capital expenditures
• No need to provide space or power, or be
responsible to maintain or upgrade the phone
system
• No extra lease or maintenance costs associated
with CPE
– Additional Feature Capabilities
• Small sites also benefit from access to
sophisticated subscriber and administrative
features normally only available at large sites with
large PBXs
– Business Continuity Management
• Enhanced business continuity planning with builtin VoIP network resiliency initiated directly from a
web interface
– Footprint
• Great Britain
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
44
Case: Systems Services Provider, 4 Locations
Swift Migration from Traditional Telephony Systems
Systems Services Industry
• Customer Business Challenges
– Short timeframe to migrate their
traditional telephony and WAN
– Lack of internal resources to
manage the telephone system
– Focus on their business not
telephones
– Standardized deployment across
multiple sites
•Verizon Hosted IP Centrex Delivers
– Swiftness
• Fast roll-out and deployment
– Reduction in complexity
• A single invoice
• Controls maintenance costs associated
with their IP-PBX
• Easy centralized sub-scriber and site administration
– Convergence
• Unification of its communications
services running the IP protocol
• Ability to use common resources for its
telephone system and IT networks in this
converged IP environment
– Differentiation
• 200 IP sets installed kept their modern
image intact with customer
– Footprint
• France
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
45
Case: Global Car Manufacturer
Enables unified Communications evolution
Car Manufacturing
• Customer Overview
– Large Car Manufacturer
– 5 European countries and 30+ sites
– 5 years contract
• Customer Business Challenges
– Centralize and simplify European
operations
– Realize significant cost reduction
– Consolidate voice supplier to a single
vendor
– Maximize use of their current IPPBX
infrastructure
•Verizon VoIP IP Trunking Delivers
– Proven solution
• Use of a strong proof of concept to validate solutions
– Controlled cost and cost reduction
• Leveraged Multi-Site Multi0-country feature to deliver
strong TCO model
• Delivered full voice solution across all countries
• Significant cost-saving Projected over five years
– Flexible Solution
• Provided flexibility to migrate to an existing IP PBX
design to better utilize resources
• The flexibility of centralized access and call control
• The ability to easily add new sites as required
– Confidence
• Demonstrated expertise to deliver enhanced
technology capabilities across a broad footprint
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
• 0
46
Case: Insurance Company 100+ conc. calls
Enhanced their contact center operations
Insurance Services
• Customer Overview
– Large insurance company
– Presence in over 200 countries
– Existing Verizon PIP customer
• Customer Business Challenges
•Verizon VoIP IP Trunking Delivers
• Provided Unified Communication expertise
– Build upon existing PIP infrastructure to provide single carrier for IP
and voice traffic
– High quality voice traffic for international calling
– Multi-site centralized solution to effectively manage traffic across
multiple locations
• Efficient delivery
– Utilize contact center resources for
international voice traffic
– Effectively execute VoIP service delivery in 30 days
– Centralized traffic management across
different contact center locations
– Successfully deliver high quality on-going support
– Ability to seamlessly expand presence
globally
– High quality VoIP project Management team
– Proactively address new service requests with a sense of urgency
• Cost effective solution
– Achieved high voice quality with G729 whilst requiring less
bandwidth
– Significant savings over existing voice services
• Next step
– Solution flexibility and Initial Pilot lead to 100 concurrent calls
upgrade
– Expansion plan to Belgium and Switzerland
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
47
Case: Brokerage Company 200+ conc. calls
Use VoIP Cost Savings as a First Transformation Step
Insurance Services
• Customer Overview
– Global Brokerage arm of
international financial company
Existing Verizon Direct Voice
customer
• Customer Business Challenges
– Consolidate IP and voice traffic
– Reduce voice costs across
European operations
– Provide a path to UC&C solutions
•Verizon VoIP IP Trunking Delivers
• Cost saving
– Traffic consolidation over 2 specific European hub
– Significant projected savings
• Provided Unified Communication expertise
– Proven IP Trunking solution from another subsidiary
– Multi-site centralized solution to effectively manage
traffic across multiple locations
• Efficient delivery
– High quality VoIP project Management team
– Seamless deployment
• Next step
– Proven expertise leading to additional UC&C
projects
– Expansion plan to US and APAC
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
48