Transcript Yorktel Managed Services Presentation_NA_7

Yorktel Continuity
Managed Services Overview
Presenter and Date
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Challenges Facing Customers Today
Supporting a Video or UC solution internally has become expensive and difficult for
enterprises.
Driving factors to consider Managed Services:
Insufficient Staffing or headcount budget
Scalability needs of growing business
Lack of qualified Video/UC knowledge
Rapidly changing technology
Need for 24x7x365 support
Minimize CAPEX
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Measuring Return on Investment
Determining the Return On Investment (ROI) requires identification of tangible and
intangible benefits along with Total Cost of Ownership (TCO)
Examples of Tangible ROI:
Examples of Intangible ROI:
Less Time Spent Traveling
Quality of Life
Reduced Travel Costs
Productivity
Reduced Staffing
Remote Management
Increased Sales
Expanded Resource Pool
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Knowing Your Total Cost of Ownership
What is your Total Cost of Ownership (TCO) for a UC solution?
Items included in a TCO calculation:
Organizational
Agility
Innovation Culture
Cross-Org Collaboration
Employee Satisfaction
Customer Satisfaction
Measurability of Benefits
Impact on organizational success
soft
Revenue Generation
Cost-Savings
Network
Labor
Training
Hardware
Total Cost
Of
Software
Support
Ownership
Licenses
hard
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Yorktel is your strategic partner to help design, implement and support your Video and
Unified Communications solutions.
Define
Strategy
Assess, propose and steer: strategic development of
a sustainable video communications plan.
Apply best practices: to engineering end-to-end
solutions tailored to customer need and environment.
Support
& Manage
Design
Build and test new systems: for on-time delivery and
integration at customer site.
Accelerate return on investment: by fostering enduser adoption through training and documentation
library.
Deploy &
Train
Build &
Integrate
Ensure value: with 24/7 help desk support, VNOC
services, managed services and strategic on-site
solutions.
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Yorktel Office and Data Center
Yorktel Data Center
Yorktel Managed Services
Customers
Yorktel is a
Total Solutions
Provider of:
3 Secure Data Centers:
US, EMEA & APAC
Located in Secaucus NJ, Slough UK and Singapore
• Video Communications
• UC Integration
• Collaboration Services
• Professional Services
• Support Services
Over 380 employees / 100+ providing
full time, on-site support
Manage over 15,000 Video Systems
in 80+ countries
• Staffing Services
• Media Solutions
• Telehealth Solutions
• A/V Integration
www.yorktel.com
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Yorktel Continuity
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Staff Augmentation
Certified engineering resources
Expertise in multi-media network services
Live staffing and Help Desk
Conference production
Service Extension
Cloud-based service offerings
Management and monitoring of systems
and calls
Call Routing/Dial Plan
MCU resources
Expanded Support
Infrastructure, AV device and video endpoint
monitoring
Trouble resolution and vendor management
24x7x365 coverage
Cost Savings
Reduction of technical resources
IT focused on core business needs
Decreased OPEX and CAPEX investment
Greater utilization of investment
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Continuity Portfolio
Yorktel Continuity
Staffing
Support
Professional
Services
Collaboration
Technical
Tech Assistance/Repair
Consulting
Hosting/Bridging
Managerial
Device
Monitoring/Mgmt.
Training
Conference Support
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Support Programs
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VNOC: 24x7x365 Support
Our cohesive remote VNOC service
organization watches over the health of your
infrastructure, endpoints, and meetings.
Service Provider grade infrastructure,
services and live support
Pro-active monitoring identifies potential
incidents before any impact to users
Remote device and asset management
SLA based performance metrics
Call scheduling and production
Remote monitoring of devices 24x7x365
15,000+ devices under management
Multi-language support
Live Operation Centers based in:
• Eatontown, New Jersey, USA
• Basingstoke Hampshire, UK
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Support Services
Support
HELP DESK/TECH SUPPORT
Tech Assistance/Repair
NA and EMEA staffed Technical Assistance Centers
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Experienced and Qualified technicians
Live staff 24x7x365
Manufacturer Certified Service Provider
Tech Support
Onsite Repair
Help Desk
Technician
Dispatch
Options
Preventative
Maintenance
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Polycom, Cisco, Crestron, Vidyo, Prysm, Sharp, Acano, Pexip
and more.
ON-SITE RESPONSE/REPAIR
Global Field Technician Dispatch
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Global Reach
Certified
Insured
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Yorktel Support Program
Service Feature
Service Level Guarantee
Unlimited Technical Phone Support (Business Hours)
Priority Help Desk Queue
Advanced Parts Replacement/Repair on Select Equipment*
Warranty Parts Repair/Replacement**
Access to Software Updates
Escalation Support
Standard
Standard with Onsite
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On-site Repair/Response
Asset Control
Online Service Portal
Annual Business Review
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*Advanced parts replacement and warranty repair subject to manufacturer’s policies, programs and part availability.
**All Consumer grade products must be serviced and repaired/replaced per manufacturer’s policies and procedures.
Units outside of manufacturer warranty require the customer to purchase a replacement.
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Program Options
Service Feature
24x7x365 Unlimited Technical Support
Dedicated Customer Service Representative
Software Version Control
Move/Add/Change Management
Quarterly Business Reviews
2 Hours Remote Administrator Training
Scheduled Service Visits
System Performance Test
Clean/Replace Filters and Screens*
Replace Lamps (if necessary)*
Adjust alignments where necessary
Check logs (if applicable)
Enhanced Services
Option
Preventative
Maintenance
First Call
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3rd Party Contract Logistics Handling
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*Consumables such as projection lamps, filters, fuses, batteries, etc. are chargeable items.
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Pro-Active Services
Support
Device Monitoring/Mgmt.
Device
Monitoring
Asset Mgmt.
DEVICE MONITORING
Total Room –VC and AV*equipment
• Codec, Control, Audio, Projectors, Displays
Infrastructure – End to End
• VC, Network, Servers, Apps
Automated Monitoring Platform
• Standards based communication with devices
ASSET MANAGEMENT/ADMINSTRATION
Total Room
(AV/VC)
Administration
Infrastructure/
Network
Reporting
Platform Administration
Performance Driven
Issue Mitigation
* Equipment must be IP addressable to be provided minimum up/down status
monitoring. It is preferred the equipment support SNMP v2 or 3.
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Yorktel Asset Management Program
Monitoring and Management Features
Monitoring
Automated Digital Device and Call Monitoring
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24x7 Remote Alarm Monitoring
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Automated notification and trouble ticket creation
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Management
Infrastructure Administration
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MCU Administration
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Endpoint/Room Administration
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Capacity/License Administration
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Move/Add/Change Administration
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Software Version Control
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Quarterly Reviews
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Reporting
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Pro-active Monitoring
DEVICE MONITORING:
Performance and Quality Monitoring
Real-time Views
Events and Alerting
Events and Alerts
• Proactively alarm and notify on critical
events and state change
Trouble-shooting
Ensures Network is Meeting SLAs
Reporting
• Custom reports against system
availability & resources
• Detailed call and performance history
• Customer portal
Infrastructure Health
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Reporting
USAGE AND PERFORMANCE REPORTING
Incident Tickets
Conference Usage
Trend Analysis
Telephone Service Level Metrics
Managed Service Level Metrics
Resource Utilization
Total minutes for the month
Most popular sites
Most popular requesters
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Case Study
Problem
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Energy
Company
Deployment:
Customers in 22
countries and 27,000
employees worldwide.
Not satisfied with the user experience and service quality being
provided by their legacy video conferencing suppliers.
Results
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45% decrease in corporate
travel costs.
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31% increase in
telepresence hours.
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21.4% increase in endpoint
calls.
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16.4% increase in # of
telepresence calls.
Solution
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Yorktel developed a 3-year master plan focused on taking over
the existing environment with limited user impact and restoring
customer confidence in the video service.
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Turn-key SLA-based Managed Services of existing
infrastructure.
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Help desk access, with on demand concierge services.
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Yorktel managed the Maintenance services related to
refreshes and upgrades to all infrastructure.
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Yorktel implemented a room-based scheduling.
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Collaboration Services
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Collaboration Services
Collaboration Services
Hosting/Bridging
Infrastructure
Bridging
Conference Support
Call Scheduling
Call Support
Call Production
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Hosting/Bridging
Hosting/Bridging
Infrastructure
Bridging
Dial Plan/Call
Routing Svc.
VMR/Ad-hoc
INFRASTRUCTURE
Dial Plan – Global or Private
Call Routing/Authentication/Authorization
Co-locating/Hosting Customer Infrastructure
Gateway Services – IP, Protocol, ISDN, PSTN
BRIDGING
Assisted, HD/ITP Scheduled ports
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Hosted
Infrastructure
Hosted
IP/Protocol/
ISDN Gateway
Immersive
Telepresence
Cisco MSE8000, Polycom RMX
Ad-Hoc – VMR, ports users, unlimited
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Acano, Pexip, Vidyo
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Conference Support
Conference Support
CALL SCHEDULING
Call
Scheduling
Call Support
Call
Production
Web Portal-Currently MyVRM
MS Exchange Integration
CALL SUPPORT
Web Portal
End User
Call Launching
Conference Rooms
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People located in rooms (Group)
End Users
MS Exchange
Conference
Room
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People on personal VC solutions
Moderating
CALL PRODUCTION
Reporting
Call Launching
Moderating
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Univago
Univago is Yorktel’s Next Gen Cloud Service that combines a powerful
media platform with an intuitive and easy to use front end portal and user
interface to bring you a collaboration solution that is flexible, scalable and
affordable.
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Fully self serve via the Web Portal
- Easy to deploy, track, measure and scale
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Rapidly provision new users and manage
accounts
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Natively Supports Lync and Skype, WebRTC,
Legacy H.323 and SIP
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Calls Supported over Public Internet, Private
Network or Both
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A fully brand-able and customizable customer
experience
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Case Study
Problem
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The company needed to improve communication between its
executives across several continents.
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International travel was widespread, greatly reducing productivity and
increasing operating costs.
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65% of their video systems were nearing end of life.
Media and
Entertainment
Company
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Inconsistent scheduling and call launch scenarios due to multiple
business and IT functions claiming ownership of
infrastructure/endpoints.
Deployment:
Over 500 locations
globally.
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Yorktel developed a 5-year master plan for video conference and video
streaming.
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Provided a consistent in-room experience globally.
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Designed and deployed 500+new rooms across the globe
Solution
Results
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Yorktel took over day-to-day
management of their AV
meeting rooms, 500+ video
endpoints and media
services.
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We backed our
recommendations with
penalty based SLA’s.
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Helped improve internal
communications while
reducing costs.
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Professional Services
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Professional Services
Professional Services
Consulting
Business
Assessments
Technical
Assessments
Training
Architecture,
Planning and
Implementation
Adoption
and
Training
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Professional Services
BUSINESS ASSESSMENTS
Consulting
Business
Assessments
Technical
Assessments
Use Case Development
Operations and Support
Architecture,
Planning and
Implementation
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Assess the client’s operational practices as well as the
associated staff currently providing all levels of support.
Business Case and ROI
TECHNICAL ASSESSMENT
Use Case
Development
UC&C
Infrastructure
UC Architecture
Design
Operations
And Support
UC Network
UC
Implementation
Strategy
Operations
And Support
Conference
Rooms
UC Project
Management and
Implementation
UC&C Infrastructure
UC&C Network
Conference Rooms
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Complete site surveys
Review of AV equipment & resources deployed across a
defined set of conference rooms
ARCHITECTURE, PLANNING & IMPLEMENTATION
UC Architecture Design
UC Implementation Strategy
UC Project Management and Implementation
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Professional Services
Training
USER ADOPTION & TRAINING
End User Training
Product training
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Adoption and Training
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User & Product
Training
User Adoption
Program
Curriculum
Development
Polycom, Cisco, Microsoft, Vidyo, Acano,
Pexip, Custom
Microsoft Lync, Telepresence
User Adoption Program
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Conduct a thorough analysis of the client’s
adoption of collaboration tools to understand
barriers and challenges.
Curriculum Development
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Develop a tailored communications program
aimed to promote user awareness, drive
adoption, increase usage, speed technology
adoption and raise customer satisfaction.
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Professional Services
Yorktel’s Professional Services will help plan, design, implement and train your staff
to use your video and Unified Communications solutions.
Objectives and Process Employed:
Interviews
Room Assessment
•Schedule sessions
with users
•Determine
perceptions, uses and
pain points
•Generate collaboration
use cases
•Specify substandard
aspects found in rooms
•Define baseline metrics
for conference rooms
•Prescribe technology
standards for
ubiquitous
communication
between tools
Collaboration Strategy
Adoption and Training
• Provide industry best
practices
•Prescribe a strategy
that exceeds use case
requirements
•Incorporate UC&C
ubiquity for rooms
systems, desktop
systems, and mobile
users
•Specify an adoption
and training program
•Promote user
confidence
•Identify and reinforce
deficiencies
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Case Study
Problem
National CPA
and advisory
firm
Deployment:
35 locations in the US,
2,100 partners
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Latency issues when watching live or on demand training video
content.
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Content was not SCORM compliant.
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No strategy around how to enable the creation of user-generated
content through the use of live inter-office webcasts.
Results
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Immediately delivered
quantitative results and improved
operational efficiency.
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Firm saw an increase in
attendance for the education and
accreditation webcasts it
conducts.
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Improved content delivery
quality, thereby enhancing the
firm’s position as a thought
leader in its field.
Solution
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Created a set of standards that allowed for creation of higher
quality desktop generated video content.
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Identified areas where the firm was not SCORM compliant and
developed a strategy to bring everything up to latest SCORM
protocols.
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Discovered cause of latency issues and corrected the problem.
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Designed and delivered a unified platform for delivery of ondemand and live streaming content.
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Staffing Solutions
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Staffing
Staffing
Technical
TECHNICAL RESOURCE PLACEMENT
Infrastructure support
Onsite Call Launching
Onsite tech support
Events
Managerial
MANAGERIAL RESOURCE PLACEMENT
Program Management
Operations
Personnel Management
Events
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Case Study
Problem
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High Travel costs due to unreliable and poorly managed video
deployment.
Results
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On-Site staff dedicated to
Video facilitated the steady
growth of internal
adaptation and usage of the
deployment.
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Videoconferences
conducted per month
increased from 250 to over
3000.
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Saved $2.1M by connecting
over video instead and
cutting travel cost and
commute times.
Solution
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Cisco Telepresence and Video Phones deployed with Cisco
Telepresence MCU Video Communication Servers.
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Two MCUs for HD multimedia conferencing.
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Event management with recording and streaming and archiving.
Deployment:
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Five On-site staff
across two sites.
Five full-time dedicated staff responsible for scheduling, launching
and monitoring calls.
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On-site staff provide in-room assistance coupled with monthly
performance reporting.
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The solution included installation, monitoring and maintenance of
all video endpoints and associated infrastructure.
Healthcare
Customer
Solutions installed in 5
major sites and
numerous satellite
offices
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Onboarding Process
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Onboarding a New Managed Service Customer
Phase I:
Plan
• Project Kick-off
• HLD Review
• Review SOW
• Develop Plan
Phase II:
Implement
• Configuration and
Setup
• Status Meetings
Phase III:
Test
• Perform testing
• Resolve identified
issues
• Confirm Performance
Phase IV:
Launch
• Activate services
• Communicate to
users
Phase V:
Project
Close-out
• Review project
• Close project
• Hand-off to VNOC
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Continuity Portfolio
Yorktel Continuity
Staffing
Support
ProServices
Collaboration
Technical
Tech Assistance/Repair
Consulting
Hosting/Bridging
Managerial
Device
Monitoring/Mgmt.
Training
Conference Support
Thank You
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