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A unified business solution for small and mid-size companies Oct. 2013
OpenScape Business A unified business solution for small and mid-size companies Oct. 2013

Agenda Market Trends Devices for Voice and Video
OpenScape Business – The Solution Networking and Virtualization Migration to OpenScape Business User Clients and Groupware Go with OpenScape Business into the future Multimedia Contact Center CRM Integration and Application Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business – The Solution Networking and Virtualization Migration to OpenScape Business User Clients and Groupware Go with OpenScape Business into the future Multimedia Contact Center CRM Integration and Application Identify with the challenges that face SMBs today and address the trends with support of industry data Copyright © Unify GmbH & Co. KG All rights reserved.

UC Can Help You What’s important? To find people quickly
What’s important? Never missing a message from a customer or coworker What’s important? Not wasting time transferring data A shipment is heading to the warehouse – Who will receive it? A deal will close if the owner can talk to the prospect – Can I reach the owner in time? Law firms can track voice communications automatically. If a customer calls, their CRM data will automatically open on your desktop A multi-tasking sales person won’t miss a voice or fax message because they will automatically appear via A Single Inbox Integration Can Help Presence Saves Time Average time saved because UC helps you to find the person you need on the first attempt Average time saved by managing s, voic s and faxes from one inbox 1- Time Savings 2- Better Accuracy 3- Real-Time Data Access 32 Mins 43 Mins 3 Benefits A goal of SMBs is for IT to be able to focus on Revenue generating projects. According to Information Week research, revenue generation and not cost will be a focal point of IT decisions. Also, hybrid IT roles will look to focus on CRM systems and sales enablement (which OSBiz can mainstream). Make Social easier for SMBs – map social efforts to business objectives Integration is the number one need for medium businesses, but not so much for small. Integration needs to meet functional and industry- specific workflow integration needs, and simultaneously help to address data quality requirements. IBM and other large vendors are opening up procurement networks so that SMBs can get more visibility and grow their business. With this trend, SMBs need to enable their employees to manage this expansion. Employees are your top assets and their communication is key to success – transform employee relationships – a whole new meaning to business transformation REAL SCENARIOS – Finding people quickly and reducing the time it takes to fulfill a task are the two most important things to SMBs, according to research. --Presence is important to make sure communications reach the employee in the best way possible. Shipment coming to the warehouse – is someone there to receive it? The company owner is needed to finalize a sale – can the sales person find the CEO? Car dealerships using UC and Mobility to access their sales and services systems and owner records quickly --law firms making sure they can link to billing and keep s and communications tagged to the project/client Buying from a supplier through an automated process and it linking to all purchasing and receiving teams Unified communications can offer significant time savings. Market-research company Sage Research Inc. found that, in companies that used unified communications, the average employee saved 32 minutes per day by being able to locate co-workers on the first attempt. In addition, employees saved an average of 43 minutes per day by managing all s, voice mails and faxes from a single inbox. Benefits of Integration If you choose to integrate your systems, you get three key benefits: Time Savings - your staff no longer needs to re-enter data that is already in another system. This allows your staff to get more done with less people. Increased Accuracy - only entering data once and automating as much as possible reduces the likelihood for error. Therefore, you can be more confident in the data when making decisions. Real-Time Data Access - when there is no waiting for data to be entered, you have access to real-time data to allow you to make decisions faster. This keeps you ahead of your competition. The technology is here for system integration. It is just requires that you pause and analyze your needs along with how your systems can work together. It can often help to use a CIO Service to be sure you are asking the right questions and looking at your full range of options for cost efficient integration. Sources: Information Week, IT Management, Inc. and Sage Research, Inc. 5

Retain Competitive Advantage
Our Own Experience Cost Control and Investment Protection One Solution Leverage IP and UC Improve Team Performance and Customer Service Retain Competitive Advantage Objective: Explain that we experience the same challenges and created solutions to address cost concerns and increase end user productivity, which is on the foundation of IP and UC Multiple systems can be costly and provide integration challenges: IT staff needs expertise in Linux, etc. to manage system integrations; needs to be trained on multiple systems We want a system that can grow with our business at our own pace Some integration passes costs on to the customer and can hinder employee performance IP and UC are the foundation to enable team productivity, better customer service. UC can be made available to everyone, and we will help SMBs embrace the new technology and use it successfully. Copyright © Unify GmbH & Co. KG All rights reserved.

Goals and Solutions Business Goals Key Factors Management Team
Manage many tasks Enable employees on the move Improve customer service Lower operational costs Scalable and flexible solution Vendor support UC available to everyone Support smart phones and tablets Integrated tools enabling productivity Simple migration Integration; add new users and devices Global model to reassure customers Manage many tasks: Voice and UC for all users Ease of Installation and Support: In addition to reliability, a communications system needs to provide: an easy and fast installation with a user- friendly interface an easy migration to IP an easy and risk free upgrade path Scalable and Flexible: In case of a company expansion the voice and UC system needs to be able to grow with the business and accommodate: additional users and devices integration into existing infrastructure integration of new sites Mobility – Always on the Move: Mobile employees need to be able to collaborate independent of their location by: integration of Smart Phones and Tablets integration of home workers Lower Operational Costs (investment protection with migration): Retaining the existing IT infrastructure of a company when migrating or upgrading provides investment protection reduces costs Productivity and customer service (customer’s high expectations): Better fulfillment of customer requests, improve satisfaction and establish a trustworthy customer relationship Companies should better meet employee needs in order to optimize the productivity and get more done Support: Vendor support is an integral part of the solution to reassure our customers Unify has an excellent product portfolio, with extensive experience in this market Unify delivers support globally Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business Unified Business A unified business experience for single or multi-site environments All-in-One Fully Integrated Phones and apps for any workplace “Classic” or Modern VOIP Cabling Adapts to your Business Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business – The Solution Networking and Virtualization Migration to OpenScape Business User Clients and Groupware Go with OpenScape Business into the future Multimedia Contact Center CRM Integration and Application Solution components overview Copyright © Unify GmbH & Co. KG All rights reserved.

The Perfect Solution for SMBs
OpenScape Business Voice & Unified Communications User Clients & Groupware myPortal Smart, myPortal for Desktop, myPortal for Outlook, myPortal for Mobile/ Tablet Voice & Video Clients All OpenStage HFA, T & SIP devices, Video with OpenScape Personal Edition SIP Multichannel Contact Center Available now for all deployment models Attendant Console & Applications myAttendant & OpenScape Business Att enhancements OpenStage GateView, Application Launcher Copyright © Unify GmbH & Co. KG All rights reserved.

For any Infrastructure, HW & SW, “Classic” or IP
OpenScape Business X3 / X5 / X8 Voice & UC-Solution for up to 500 Users OpenScape Business S Virtualized PABX for up to 500 Users All-In-One Voice & UC with on-board full IP, for up to 500 IP Users, IP & Digital & Analog, DECT, ITSP, SIP Trunking, ISDN / S2 All-in-one Voice & UC , Server -based UC Software Solution for up to 500 Users, Virtualization with VMware, SIP Trunking X3 X5 X8 UC Booster Option UC Booster Card For up to 150 UC Suite Users Plug-In Board for X3R/X5R/X8 UC Booster Server For up to 500 UC Suite User Server for X3/X5/X8 Voice Channel Booster additional DSP channel for X3/X5/X8 Server-based or fully virtualized One common solution architecture across all deployments; extensive networking opportunities between the models Copyright © Unify GmbH & Co. KG All rights reserved.

UC Clients for any Workplace
Desktop Clients Mobility Client myPortal Smart The powerful entry into the world of UC For office-based users with the most common OS (Windows & MAC) myPortal for Mobile/for Tablet For mobile users – offering UC everywhere on almost every device Desktop & Groupware Integration On the Phone myPortal for Outlook & Desktop Full feature diversity on the Desktop or integrated into Outlook The perfect solution for Microsoft Outlook users myPortal for OpenStage Allowing office-based workers fast change of their presence status and fast & comfortable access to their voice mail box Copyright © Unify GmbH & Co. KG All rights reserved.

Powerful Entry into the UC World
Stay in contact, and never miss an important message with myPortal Smart Presence includes status-based announcements Favorites includes Call Status Visual Voice Mail Control Chat Voic to Ad hoc conferencing Integrated in the UC-Mainboard for up to 50 users for the X3, X5, X8 Directory Access Reminder For Apple MAC OS & Windows Copyright © Unify GmbH & Co. KG All rights reserved.

UC Smart -Integrated Enhancements
Improve your reachability with integrated visual voic and Auto Attendant Voic – Fully integrated into UC Smart Up to 300 Voic boxes 6 Channels, 32h recording TUI or UC Smart controlled Voice Quality G.711 Wave Enhanced password security Announcement port start/stop or Loop Group Mailbox (MWI to all members) Auto Attendant - No need for additional hardware Up to 100 Auto Attendant Mailboxes Multi Level Attendant , AA to AA, Mailbox or numbers 4 Auto Attendant Greetings for: night/day, manual selection, etc. Copyright © Unify GmbH & Co. KG All rights reserved.

myPortal for Desktop & myPortal for Outlook
Speed your communication with integrated UC Web-Collaboration Call Recording Integrated Presence Visual Voic Fax Mailbox Call Journal UC Suite with UC Booster Card, Booster Server or Business S Outlook Integration Directory Access Favorites Drag & Drop Conference Instant Messaging Call Pop-Ups 1# Mobility One Number Service Personal Notification Social Media Personal Auto-Attendant Dial per Mouse Click Copyright © Unify GmbH & Co. KG All rights reserved.

myPortal for Mobile & myPortal for Tablet
Unlimited Mobility and Collaboration – Be available The OpenScape Business user interface for mobile employees using smartphones or tablets with a graphical user interface such as: iPhone, Blackberry, Nokia, Android and Windows Mobile Open browser based approach for all other mobile phones or tablets - No dedicated applications need to be loaded on the mobile device Enhanced UC feature set for managing calls directly from the mobile phone (incl. conferencing, consultation and call transfer) No need of a parallel fixed phone anymore with the new mobility user license Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Web Collaboration Integrated
Launch it with OpenScape Business User Interface Full-featured OpenScape Web Collaboration solution specifically packed and embedded for SMBs Launched via OpenScape Business Drag & Drop Conferencing Service or from call pop-up window Simple, intuitive interface with one-click access to all features Integrated text, data, web, and multi-party H.264 desktop video conferencing Mobile client that runs on any smartphone device including iPhone, iPad, iPod Touch and Android clients Highly secure 256-bit AES encryption On-premise deployment model, that can be installed quickly, cost-effectively, and with minimum IT resources OpenScape Web Collaboration requires a Windows Server Available with UC Suite (UC Booster Card/Server or Business S) Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business Attendant and BLF
Provides the perfect view to all users OpenScape Business Attendant Display and change Presence status on Attendant BLF Show BLF with Feature keys ( Hold, Day/Night ) New Phonebook : System speed dial "All in one window" for small systems Support of OpenStage 30T Network-wide “Call Status” & Presence View for up to 4 Nodes (with BLF Server), more on a PSF base Different Skin variants available OpenScape Business BLF (Busy Lamp Field) Network-wide Call Status & Presence view for up to 4 Nodes Display Presence status for other users & Change own Presence Up to 50 Business BLF Users per node Caller Journal in/out Dial via Web Service Interface (CTI Control) Business BLF is a “Stand-Alone” Application, BLF Server for network-wide use Copyright © Unify GmbH & Co. KG All rights reserved.

The Attendant Console and myAttendant
Stay in control of your business and see who is available, and who is not, at-a-glance myAttendant for UC Suite for operators to handle calls fast and efficiently, and for managing teams Copyright © Unify GmbH & Co. KG All rights reserved.

On-Premise Mobility -DECT and DECT IP
For voice connectivity on the entire campus, for traditional and IP-based communication infrastructures DECT “Classic” For traditional and network infrastructure Convenient, easy-to-use ,menu-driven interface of the DECT handset Up to 7 DECT base stations for X3 and X5 rack variants DECT IP For IP networks Phonebook via LDAP Call waiting and call forwarding Caller Name on display and differentiation of calls (internal/external) Message Waiting Indication Copyright © Unify GmbH & Co. KG All rights reserved.

Integrated Contact Center with UC Suite
Optimize agent productivity with innovative communications tools Business Process Integration Collaboration tools that get the right expert on the line Intelligent Routing Visual design tools that simplify workflow development Integrated Multimedia Supervisors tools that can help Agents be more productive Easy Management & Reporting OpenScape Contact Center is an integrated multi-channel contact center solution for routing, tracking, and handling contacts. The solution is 'ready-to-run’; featuring group-based routing for the mid-to-large contact center. The OpenScape Contact Center system provides an integrated set of features and tools that can be used to manage multiple channels of Customer interaction in order to improve the efficiency of the contact center. OpenScape Contact Center provides: Visual tools for contact center management and reporting that enable managers and supervisors to ensure productivity in the contact center. An intuitive desktop for blended multimedia interaction handling that enables the contact center to improve Customer service and increase efficiency. Unique multimedia presence and collaboration tools that enable extension of the contact center to experts and decision makers across the enterprise, including remote locations. Innovative and easy-to-use communication tools for all media that optimize user productivity. Visual design tools for quick and easy creation of multimedia routing strategies and queue processing workflows. Copyright © Unify GmbH & Co. KG All rights reserved.

Multimedia Contact Center
Anywhere Agents –One Call Resolution At Home Headquarters Supervisors and Agents Branch Office Agents Agent Reports Agent Functions Team Information Presence of the Experts Call Pop-Ups Hands-free Call Control Individual Recording of Agent Calls Contact Center Voice Calls, Fax, & Customized Agent Desktop Whether the contact center is centralized, or users are distributed across diverse locations, departments or functions, OpenScape Contact Center Enterprise is designed to help improve business operations and the bottom-line. Copyright © Unify GmbH & Co. KG All rights reserved.

The Open Approach –IT Flexibility
Seamlessly integrate into the IT Eco Systems of choice Integration Integration into business environments and customer databases with Open Directory Services and Application Launcher increase productivity Social Collaboration Extending communications reach with standard Interface XMPP leveraging social media networks (e.g. Google Talk) Flexible Deployments Desktop and OS/Application level virtualization reducing physical HW while enhancing availability and reliability Connectivity Open SIP Interface to leverage lowest cost IP communications via SIP trunking, including service such as Skype Connect SIP Copyright © Unify GmbH & Co. KG All rights reserved.

Integrate CRM with Application Launcher
A client application that allows the launch of 3rd party business applications based on Caller Identification (CLI) Handing over caller information from OpenScape Business into existing customers CRM apps Launch customer apps by batch file or URLs Flexible pop-up windows with customized action buttons Can be licensed individually per user client Productivity Customer Service Copyright © Unify GmbH & Co. KG All rights reserved.

Open Directory for Business Process Integration
An embedded solution to provide flexible connectivity to external customer databases & client applications Access to all directories from 3rd party applications, OpenStage or IP-DECT through an embedded LDAP Server interface Connection to multiple external databases Combines internal directories and external databases into a single unified search engine UI Easy to manage and configure through well-known OpenScape Business Web-based Management Unified Directory Access Database Connector SQL Access to Phonebook Open Directory Assistant Copyright © Unify GmbH & Co. KG All rights reserved.

Full Range of UC-enabled Devices & Voice Clients
OpenStage HFA, SIP & T –Secure, reliable advanced phones IP Deployment Service Phones Soft Clients Mobile UC CMI, IP DECT, WLAN OS5 OS10 OS15 OS20 OS30 OS40 OS60 IP 35/55 (SIP) * Migration of existing optiPoint Phones possible Copyright © Unify GmbH & Co. KG All rights reserved.

OpenStage Gate View User-friendly, security solution offering real-time video surveillance to observe/control your business from anywhere PC Desktops (Web-client) OpenStage 60 iPhone/iPad (Gate View app) View real-time video from a broad range of device options Compatible with a large range of certified IP web-cameras to prevent physical threats Video recording to secure and observe important areas Video-control entrance areas and grant access via OpenStage phones together with video door-phone solutions Entrances Parking lots Doors Copyright © Unify GmbH & Co. KG All rights reserved.

Networking with UC Suite
Flexibility in deployment and interfaces Voice supported Presence management (Presence visibility) Network-wide call status (ringing, on call, active mobile device) Call Pick Up via myPortal Instant Messaging including multi user chats Drag & Drop Conferencing in the network Network-wide Web Collaboration (with Desktop Sharing & Video) Voic forwarding in the network Business Attendant and myAttendant change presence status for all users System-wide internal directory and favorites External directories via Open Directory Services Integration into MS Exchange calendar and public folders XMPP based presence & chat support to external partners Providing network-wide busy lamp indication on DSS Phone Keys Copyright © Unify GmbH & Co. KG All rights reserved.

Software-based UC Solution- Virtualization
Motivations Benefits Re-organization due to server rank-growth Need of Centralized Management Need to enhance reliability Need to reduce service hours Reduction of physical Server-Parks: > HW costs, Space, Green IT Ease of Data Backup and Restore Scalability Monitoring Re-use of old OS systems in a virtual environment Copyright © Unify GmbH & Co. KG All rights reserved.

Survivability is Business Continuity
Dedicated Standard Industry Server Redundant power supply Linux SW based redundant hard disks ECC RAM to detect and correct RAM errors Automatic re-register via second standby registration setting Voice functionality can be used during the emergency mode Detects server failures automatically, using a “heartbeat” on servers Restarts virtual machines almost instantly without human intervention Customers Suppliers Host System Sales Teams High Availability Server HW X3/X5/X8 Failover VMWare – High Availability Copyright © Unify GmbH & Co. KG All rights reserved.

Leverage Existing Investments
Leverage Existing Investments Innovative Migration for your existing HiPath 3000 V9 Leverage Existing Investments Easy migration path for HiPath 3000 (includes OpenScape Office HX) customers – Exchange your mainboard Migration Path for OpenScape Office LX Customers – Free of charge upgrade license Investment Protection – Keep your hardware, phones and cables Flexibility to move from TDM to IP– Exchange your mainboard Upgrade to full featured UCC and use Presence, Fax, Conferencing, Contact Center and much more… Our installed base and partners will benefit from a solution that joins the best of our two portfolio families. The HiPath 3000 components will be used so that the housing is familiar, while the power of our OpenScape Office UC is added. Hardware components as well as training that has been achieved can all be leveraged as we move forward to OpenScape Business. Copyright © Unify GmbH & Co. KG All rights reserved. 37

OpenScape Business All-in-One Solution meeting all SMB needs
Easy to install and maintain Scalable and Flexible Mobility/Distributed Workforce Management of Operational Costs Productivity and Customer Service Support Copyright © Unify GmbH & Co. KG All rights reserved.

"We are pleased to add OpenScape Business to our portfolio and are excited to bring a UC solution to our TDM customers. As a partner who has sold HiPath 3000 systems for many years, we see OpenScape Business as a natural evolution of this product family that brings our customers the latest in communications technology." Ian Allmark Managing Director, Lloyds IP Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business -Unmatched in Value
Simplicity More UC functionality in one box than any other vendor, and is easy to support with Web-based management tools TCO A superior ownership experience – No rip and replace to upgrade from TDM to IP, add more functionality, or scale to support more users User Experience Has Apple Mac OS client, where other vendors only have Web-based solutions Flexibility Available on more mobile platforms than any other vendor Objective: Summarize the value propositions based on Creating Business Value SIP Trunking 50% In-House Audio / Web Conference – ROI in 3 months, on-going savings Virtualization – Green IT savings Single Management – reduce cost of maintaining and managing the solution Team collaboration – making decisions quicker, getting the right answer back to the customer, innovation – all intangible business assets At Home Contact Center Agents can be 13% more productive that Agents in the office – OS EE makes this possible. ACD is protected with the OS Branch Office Sum it all up – increased customer satisfaction, reliability, business continuity, lower integration costs, lower communications costs and improved team collaboration – OpenScape Enterprise Express solves the CxO problem! Audio / Web Conferencing Savings – use the ROI calculator from the new website. Additional Proof Points Pre-integrated, pre-packaging avoids integration of multiple applications 27 hours – benchmark installation time Please use conferencing ROI calculator to estimate the ROI for your customer – it’s going to be quick Presence, IM, ONS all are designed to keep virtual teams in touch. SIP Trunking can reduce PSTN charges by up to 50% - various industry studies Professional Contact Center is the foundation for customer service and satisfaction – various industry studies. Also reference CC CBB. Copyright © Unify GmbH & Co. KG All rights reserved.

OpenScape Business Key Takeaways
Streamlined use of product components (i.e. cables, hardware boards) Designed as an All-in-One Appliance with TDM, analogue, DECT, IP and UC as default capabilities New license model to simplify purchasing process 3 years SW Assurance is included, receive all upgrades and updates for free 3 years of partner Support is included with premium hotline, remote access platform Interim summary slide – Highlight the application packaging and three key points to remember: 1) Increases business performance by making teams and employees more productive 2) Lowers operational costs with a unified management solution 3) it’s all delivered on a single server – removing the burden of multiple integrations of different applications Copyright © Unify GmbH & Co. KG All rights reserved.

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