Cloud-based Communications

Do you know why?

 Welcome

Jim Burton
CEO, CT Link
Cofounder, UCStrategies.com

Nancy Jamison
Principal Analyst, Jamison Consulting
UC Expert, UCStrategies.com

Tim Passios
Director, Solutions Marketing
Interactive Intelligence

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Innovation… A Solid Foundation
• Founded 1994
• Publically Traded: Nasdaq ININ
• Innovative, first-to-market approach
– 1st all-in-one platform for enterprise
and contact center telephony
– 1st SIP-based IP contact center suite
– 1st all-software IP PBX
• Headquarters: Indianapolis, Indiana
– Regional North America HQ offices:
–Denver, CO –Irvine, CA
–Herndon, VA –St. Louis, MO

– Offices throughout EMEA, APAC

and Latin America

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 CaaS Defined:

CaaS: Communications-as-a-Service

• Communications provided, and managed, as a

service vs. on-premises system
• Similar in scope to other software applications
• Minimization of capital expenditures and onsite
equipment
• The contact center is leading the way

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 The move to CaaS

• The preferred approach to business solutions, including

communications allows companies to:
–Reduce or eliminate capital expenditures
–Reduce IT educational and support costs
–On-demand scalability – safety from over or under
provisioning
–Reduce IT footprint
–Increase deployment flexibility
–Develop a disaster recovery plan
–Gain access to new technologies more quickly
–Enjoy investment protection
–Develop a virtual workplace

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 CaaS vs. Centrex

Centrex
• Didn’t meet the needs of majority of the market
• Only garnered 1-2% share of agent positions in NA
• Didn’t provide administration interfaces for MACs
• Didn’t have the applications
• TDM-based
• Limited and inflexible deployment models

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 CaaS vs. Centrex

CaaS
• IP-Based
• Full-featured, robust applications for contact center and
enterprise communications
• Flexible deployment models
• Applications can be turned on or off rapidly
• Remote administration tools
• Remote supervisory monitoring tools
• Phones can be moved around anywhere in the office
• *Can provide complete monitoring tools (queues, users,
lines, emails, chats, faxes - all with alerts)
*Depending on the provider

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 What the Analysts Say…

• While small and midsize businesses (SMBs) are attracted

to the operating expenditure (opex) financial model, hosted
contact center services are being embraced by larger
enterprises as well. – Gartner Dec 2008 G00163587

• The number of CaaS agent positions will grow from 107k in

2008 to 331k in 2013 – A CAGR of 25% – Gartner Feb 2009

• Given today’s tight economic environment and these

potential savings, the hosted or on-demand contact center
solution must be considered when an SME is considering
implementing or revamping a customer interaction software
application. -- Yankee Group March 2008

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Selecting a CaaS Provider

Provider Options Considerations

Poor track record with complex
Traditional Carriers applications

The ASP doesn’t own the contact

Traditional ASPs center/communications software =
lack of control

Typically small companies with a

lack of financial resources, track-
Start-up CaaS/SaaS Providers record and experience = increased
risk

Contact Provider-developed software =

Center/Communications greater control and experience/best
Software Companies practices

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 CaaS Concerns

• Security concerns with voice and data

• Lack of control/administration
• Lack of visibility
• Limited feature set
• Quality of voice
• Slower response to MACs, upgrades
• Higher total cost of ownership

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
CaaS Functionality
 CaaS Functionality

Contact Center
– ACD
– Supervisor Applications
– Recording and Quality Monitoring
– Post Call Survey
– Outbound Dialing
– Screen Pop
– IP PBX
– Auto Attendant
– IVR
– Knowledge Management
Integrations
Administration
Customer Portals

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 CaaS Functionality

UC
–Presence
–Conferencing
–Embedded call control
–Web Collaboration
–Video

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
DEPLOYMENT APPROACHES

©2009 Interactive Intelligence, Inc.

 Separate System Approach

• Dedicated server for each Service Provider Data Center

customer System A System B System C

• Excellent customer isolation

• Expensive because of
dedicated hardware
• Difficult for service provider
to manage

Customer A Customer B Customer C

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Shared Tenant Approach

• Customers share hardware

and run off a single Service Provider Data Center

software image System A

• Inexpensive and easy to

manage for the service
provider
• Poor isolation of one
customer from another
• Poor security, increased
risk
Customer A Customer B Customer C

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Virtual Machine Approach

• Dedicated virtual machine

for each customer (and
ideally dedicated CPU)
• Excellent customer isolation
• Much less expensive and
easier to manage than
dedicated hardware

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
DEPLOYMENT MODELS

©2009 Interactive Intelligence, Inc.

 Three Deployment Models

Local Control Remote Remote

VoIP Control VoIP Control TDM
Local Control VoIP

DEPLOYMENT MODELS

©2009 Interactive Intelligence, Inc.

 Local Control VoIP Model

RTP
Data Center
SIP Messaging
Other Data

PSTN MPLS Internet

Network

VoIP
Gateway
LAN

Customer

Router

LCM End Users Database

Device (Business/Agents) Server

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Local Control VoIP Model

RTP
Data Center
SIP Messaging
Other Data

PSTN MPLS Internet

Network

Router
VoIP
Gateway
LAN

Customer
Remote Site
Router

LCM End Users Database

Device (Business/Agents) Server
WAN
(MPLS)

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Local Control VoIP Considerations

• Keep your current Telco lines

• Keep voice on your network
• Keep recordings on your storage
• Keep data in your database
• Easily handle remote sites and remote agents
• Keep taking calls even if the WAN becomes unavailable
• Easily transition to a premises-based solution
• Requires VoIP-ready network and on-premises equipment.

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
Remote Control VoIP

DEPLOYMENT MODELS

©2009 Interactive Intelligence, Inc.

 Remote Control VoIP Model

RTP Data Center

SIP Messaging
Other Data

LCM
Device
VoIP
Gateway Internet
MPLS
Network

PSTN
LAN

Analog VoIP
Gateway 911 Router

End Users Database

Customer
(Business/Agents) Server

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Remote Control VoIP Model

RTP Data Center

SIP Messaging
Other Data

LCM
Device
VoIP
Gateway Internet
MPLS
Network
Router

PSTN
LAN

Analog VoIP Remote Site

Gateway 911 Router

End Users Database

Customer
(Business/Agents) Server
WAN
(MPLS)

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Remote Control VoIP Considerations

• Minimize equipment required on-premises. (IP phones,

analog gateway)
• Easily handle remote sites and remote agents
• Leave the hassle of Telco lines and equipment to the
service provider (Interactive Intelligence)
• Requires VoIP-ready network
• Survivability mode if MPLS network is down.
• Usage fees for inbound call only. No usage on agent
connection call over MPLS

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
Remote Control TDM

DEPLOYMENT MODELS

©2009 Interactive Intelligence, Inc.

 Remote Control TDM Model
Data Center

LAN

Database
LCM
Server
Device

VoIP
Gateway Internet
MPLS
Network

PSTN
LAN

Router

Customer End Users

(Business/Agents)
PBX

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
 Remote Control TDM Considerations

• Shorter implementation
• Utilize existing TDM equipment
• No need for a VoIP-ready network
• No need for an MPLS connection to the data center but
may require increase in internet bandwidth.
• Works for remote agents and remote sites
• Two call legs (customer and agent) over PSTN, thus higher
usage fees

Innovation • Experience • Value www.inin.com

©2009 Interactive Intelligence, Inc.
How to determine if you are ready…

CAAS CONSIDERATIONS

©2009 Interactive Intelligence, Inc.

 5 Deployment Model Considerations

• Is your network VoIP ready?

• Do you need to extend the capabilities of your current

communication infrastructure? (TDM, VoIP, or hybrid)

• Do compliance standards require you to maintain control of

customer data?

• Do you have a distributed environment with branch office and

remote workers?

• Are there future plans to migrate to a premises-based

system?
Innovation • Experience • Value www.inin.com
©2009 Interactive Intelligence, Inc.
 Questions?

Innovation • Experience • Value www.inin.com

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©2009 Interactive Intelligence, Inc.
Cloud-based Communications
Do you know why?