1. Cover slide for SMB Press/Analyst Presentation
HiPath 3000 V8.0
Unified Communications Solutions for SMBs
Cost cutting, increased productivity, and competitiveness not limited to IP environments
Cover slide for SMB Press/Analyst Presentation
May 09
Copyright © Siemens Enterprise Communications GmbH & Co. KG All rights reserved.
Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG 1

2. What’s new? Expanding the reach of OpenScape Office
OpenScape Office UC SUITE
HiPath V8 PLATFORM
HiPath OpenOffice ME PLATFORM
OpenScape Office works on HiPath 3000 V8 AND our HiPath OpenOffice ME platform. As you know, our HiPath 3000 family has a long history of innovation. Now we are furthering that innovation by putting our UC application suite on our newest version. This means, UC is available to SMB customers with Analog, TDM, or IP implementations. UC advantages can be extended to our existing customers and partners.
Optimize
Enhance
Transform
Siemens UC is environment agnostic. Analog, TDM, or IP options are available.
Now scales up to 384 users.
May 09

3. A significant new release for HiPath 3000
Building on success
Award-winning converged communications platform blending the best technologies (IP, TDM, Analogue) for small and mid-sized companies
Remarkable global installed base:
Over 500,000 systems
Over 12.5 million lines
Over 160 countries
Opening new horizons
HiPath V8 PLATFORM
OpenScape Office UC application
OpenScape Office Contact Center application
Support for dual-mode WiFi-GSM devices
Support of OpenStage 10 and 15 Devices
Support for Video-capable SIP Endpoints
Open HTTP Application Interface and SDK (Example)
Here’s what’s new on our HiPath 3000 V8 platform. This platform has won numerous awards around the world. Now it will offer even more for our customers and resellers with an even more robust telephony feature set and the UC application suite. We have many customers that can benefit from this. Our global installed base of over 500 thousand systems and over 12.5 million lines have a lot to gain.
Some of the new highlights on the platform itself are listed here.
May 09

4. Q: Why is V8. 0 important for customers
Q: Why is V8.0 important for customers? A: The hidden cost of communications in the modern workstyle
SIS International research indentified the Top 5 hidden communications costs according to 500+ SMBs around the world
INEFFICIENT COORDINATION
I can’t easily tell when a team member is available for a meeting
WAITING FOR INFORMATION
I leave multiple messages in multiple ways and can’t make progress
UNWANTED CALLS
I get low priority calls about other projects that can wait
CUSTOMER COMPLAINTS
I get complaints from customers who could not contact me in time
BARRIERS TO COLLABORATION
I don’t have the right tools to easily collaborate with my team 1
Inefficient Coordination
68% of respondents stated that they experience difficulty coordinating communications between team members, which affects a team’s ability to respond quickly to time sensitive customer requests. Further, they spend an average of 3.7 hours per week attempting to coordinate communications between team members, hindering a team’s efficiency in moving towards goals and deadlines.
Waiting for Information
68% of all respondents experience work delays while waiting for information from others that they have attempted to reach live multiple times using multiple methods. The average delay is 3.5 hours per week per knowledge worker. This is a considerable amount of time to spend before making progress on a particular task, which could negatively affect critical business processes.
Unwanted Communications
Unwanted communications, including low-priority calls and voic , is the pain point most frequently experienced by the survey group. 77% of respondents cited spending two or more hours per week dealing with unwanted communications. These interruptions create distractions and disrupt workflow, leading to lower productivity and missed deadlines.
Customer Complaints
74% of all respondents stated that they spend, on average, 3.3 hours per week dealing with negative comments or complaints from customers, specifically because the customer was unable to reach them in a timely fashion. While an 8% loss in productivity is itself significant, the true cost of customer dissatisfaction is surely much greater.
Barriers to Collaboration
61% of respondents find difficulty in establishing collaboration sessions with colleagues. Further, they spend an average of 3.3 hours per week attempting to address issues of inaccessibility, or other communication-tool based lack of full collaboration with colleagues. 2 3 4 5
Source: SIS International Research, SMB Communications Study, 2008
May 09

5. Hidden costs are wide spread The results are outrageous
70% have experienced the top 5 cost scenarios
17.5 hours per week is spent addressing the cost scenarios
About 40% of work time is unproductive as a result
Average hidden cost numbers
$26,000 per knowledge worker / year
$5,000 per employee / year
Source: SIS International Research, SMB Communications Study, 2008
May 09

6. What Can YOU Gain by Addressing these Costs?
NOTE: The calculator results are an estimation of potential productivity savings and is not a guarantee of savings.
INSTRUCTIONS
Select your country and vertical from the menu.
Enter the number of employees in your company.
Move the square orange sliders to enter the amount of time you spend each week on each hidden cost.
You must be in Presentation Mode to view the calculator. Please make sure you have a current Flash player installed.
THE RESULTS
The number in the grey box shows how much of your hidden cost can be avoided with Siemens UC solutions.
The numbers in the yellow fields show how much is wasted on communications barriers and latency per year.
May 09

7. How does OpenScape Office deliver these savings?
SIS International Research estimates that up to 20% of a knowledge workers’ unproductive time can be avoided with UC technology.
Hidden Cost
Avoidable Cost
Conference Calling
In that same communications study, SIS estimates that up to 20% of a knowledge worker’s unproductive time can be avoided with UC technology. Applying this to the top 5 hidden costs we talked about earlier, we have a UC function that can address each cost and more importantly, can quantify about how much hidden cost can be avoided.
Inefficient Coordination 1
OpenScape Office can save customers up to $1040/emp/yr
Mobility
Barriers to Collaborate 5
Waiting for Information 2
Presence
THE FORMULAS
Hidden cost/employee/year = time/KW/week X 52 weeks X weighted avg hourly labor rate X .20 (% emp affected)
Customer Complaints 4
Unwanted Comms 3
Attendant Console
Call Routing
Avoidable hidden costs = cost/employee/yr * .20 (avoidable cost%)
May 09

8. OpenScape Office UC SUITE
OpenScape Office UC portals Complete control – even from Microsoft Outlook™!
myPortal
Access to your mobile phone, , IM, contacts, desk phone, visible voic , and fax
May 09

9. OpenScape Office Cutting costs. Improving productivity.
OpenScape Office UC SUITE
Some features require additional licenses or are only available on a particular platform
Integrated Voice-supported Presence
Mobility (Office Roamer, Road Warrior, Remote Worker, CallMe!)
Drag and Drop Conference Management
myPortal Outlook Plug-in
Dial from any Application
Directories
Favorites List / Internal IM
Visible Voic
Fax Box
Call Journal
One Number Service
Personal Notifications
Personal AutoAttendant
Screen Pop and Live Call Recording
myAttendant
myAgent (Add-on Contact Center client) NEW!
OpenScape Office is packed with built-in UC features as this list shows. Integrated voice supported presence, features to support a mobile workforce, and conferencing options are some of the key highlights.
May 09

10. Contact Center solution myAgent on OpenScape Office Contact Center
OpenScape Office UC SUITE
Contact Center solution myAgent on OpenScape Office Contact Center
myAgent
This is the OpenScape Office Contact Center portal. This is an add-on client called myAgent that integrates into OpenScape Office.
Inbound Multimedia Contact Center for distribution of voice, fax and
Seamless integration with OpenScape Office
Skill-based routing and VIP support
Max. 64 concurrent agents, 50 groups/queues, 64 supervisors
May 09

11. OpenScape Office UC SUITE
OpenScape Office Contact Center See everyone’s status; improve first contact resolution
One of your best customers calls your contact center
CLIP info used to:
Identify & prioritize VIP callers
Send to a preferred agent (if available)
Skill-based Routing ensures that calls automatically go to the most appropriate Agent
Agents can see all employees presence status to help improve first call resolution
Click arrow to learn more
Click arrow to learn more
by phone ? i
by fax by
May 09

12. A significant new release for HiPath 3000
Building on success
Award-winning converged communications platform blending the best technologies (IP, TDM, Analogue) for small and mid-sized companies
Remarkable global installed base:
Over 500,000 systems
Over 12.5 million lines
Over 160 countries
Opening new horizons
HiPath V8 PLATFORM
OpenScape Office UC application
OpenScape Office Contact Center application
Support for dual-mode WiFi-GSM devices
Support of OpenStage 10 and 15 Devices
Support for Video-capable SIP Endpoints
Open HTTP Application Interface and SDK (Example)
Here’s what’s new on our HiPath 3000 V8 platform. This platform has won numerous awards around the world. Now it will offer even more for our customers and resellers with an even more robust telephony feature set and the UC application suite. We have many customers that can benefit from this. Our global installed base of over 500 thousand systems and over 12.5 million lines have a lot to gain.
Some of the new highlights on the platform itself are listed here.
May 09

13. Built-in Mobility for Every Type of Working Decrease phone bills, office space, and energy use
Remote Worker Solutions
OpenScape Personal Edition PC client
One Number Service
Secure VPN
CallMe! Service
Office Roamer Solutions
Cordless Voice (DECT)
WLAN Voice & data
Dual-mode GSM-WiFi device support
Desk sharing / roaming profiles
Full functionality across all of your locations!
Road Warrior Solutions
Mobility Entry & Pro clients for GSM phones
One mailbox
Parallel Ringing (desktop & GSM)
Remote presence status control
Personal notification
Home Office
Branch Office
Regional Office
Factory / Warehouse
On the Go
Public Cellular
Hot Spots
Public Wi-Fi
In Building
Campus-wide
It is no longer acceptable to look at the enterprise from within the confines of the office: the enterprise extends wherever its people and resources are
Enterprise are increasingly having to provide remote access to network services
Teleworkers are an increasing percentage of the workforce – improving the work/life balance and reducing office costs
Mobile staff now need to make more productive use of their time (eg. time spent waiting for flights)
Businesses want systems to support these users that are simple to administer
Customer expectations are rising, and responsiveness is key to retaining customers
Communication frustrations arising from increased mobility:
67% of people must leave multiple messages in different places
65% decision-making is delayed because colleagues fail to respond in time
59% aren’t able to locate a colleague
At a time when businesses are becoming ever more mobile
Mobility
You are a busy person that has to meet with a lot of different people. You are probably on your feet talking to different people in the office, are on the road to meet clients or vendors, and probably need to work remotely whether it is from home or a hotel in another country. OpenScape Office offers built-in mobility to cover all kinds of mobile working. Mobility provides you and your staff flexibility and convenience. More importantly, it offers your business savings in the areas of travel (use less gasoline, lower pollution), office space (lower overhead costs), energy (lower travel time, fuel savings), and monthly mobile phone costs.
Call Me! Users simply tell OpenScape Office the phone number they can be reached on and OpenScape Office will initiate any calls the user wants to make by dialling out to them wherever they are and whatever network they are on. This lets you take advantage of your low cost office calling plans and means that users do not run up big home, mobile or hotel phone bills.
Cell Phone Integration
Take advantage of OpenScape Office’s feature rich functionality (EX: Transfer calls, toggle between two calls, or set-up an internal conference call from your mobile phone)
Desk
HiPath 3000 mobility solutions can enable your company to effectively communicate from any device and any location
May 09

14. Fixed Mobile Convenience Mobility Entry
One Number Service
No need to issue mobile and home numbers
Mobility Entry:
Office features on your cell phone to improve productivity
Call handover: active Mobility Entry calls can be picked up on the deskphone
Dual-Mode:
Intelligent switching between WiFi and Cellular networks keeps mobile bills down
Allows you to dial your cell phone contacts through the HiPath when you are connected via Wi-Fi for lower mobile charges
Incoming call to
One Number
PSTN
GSM
Main Office
HiPath 3000
SLIDE OBJECTIVE:
To introduce the increasing number of FMC features
TALK POINTS:
Mobile Entry arrived last year on H2000, HOOME and H3000. The next step is dual mode operation
Dual Mode has been talked about for years. At one point we looked at doing it with DECT. The problem has always been the availability of handsets. Now an increasing number of manufacturers are offering devices that connect by both WLAN and Cell networks.
Mobile Connect is the Enterprise grade solution. For small businesses we’ve build functionality into the platform that will intelligently route calls by one network or the other. This entry-level solution does not handover calls from one net to the other though – during a call.
Mobile Entry:
Simple low-cost solution
Software client can be loaded to the mobile device
Activation of telephony features in idle state (internal call, call diversion, DND,…)
Busy indication for GSM subscriber
Wi-Fi
BACK
May 09

15. OpenStage 10 & 15 Exceptional Performance at the Entry Level
HiPath V8 PLATFORM
OpenStage 10 & 15 Exceptional Performance at the Entry Level
OpenStage 10
H/W features:
12 button keypad
Speaker Key with LED
3 free programmable keys with LEDs
Plus / minus keys
Audio features:
Open listening
OpenStage 15
Display:
Display, 2x24 characters
Keys:
12-keypad and 8 free programmable keys
Speaker, messages and menu key
Full-duplex hands-free talking
Headset support
Support of new Key Module 15
TDM features:
Supports all HiPath features
3rd party CTI
No SW download
IP Phone specific:
802.3af PoE
100bT Ethernet
G.722, G.729
DLS support
TDM Phone specific:
Phone adapter supported
BACK
May 09

16. HiPath V8 PLATFORM
SIP Functionality for HiPath Experience SIP Video Communications Today!
Full end-to-end SIP video solution for SMBs
HiPath 3000 V8
HG1500 Gateway card for SIP functionality
OpenScape Personal Edition PC client software on a standard PC with webcam
BACK
May 09

17. HiPath V8 PLATFORM
Open Interfaces for 3rd Party App Development HTTP Application Interface & SDK
Open interface for application development
Software Development Kit to support programmers and users to make their own applications
Communication between application and Gadget Interface via HTML
Supported features based on a subset of available CSTA features
May 09

18. Partners Can Develop Custom Applications Some ideas and examples…
HiPath V8 PLATFORM
Partners Can Develop Custom Applications Some ideas and examples…
BACK
Build Apps to Boost Customer Response Agility While Creating an Additional Revenue Source
Voic management
Quick dial keys from desktop
Quick contact access
Internet bookmarks to web-based phone directories
Call log
Presence-based call routing
May 09

19. Strategic Fit: Siemens Enterprise Communications
We are a leading global provider of unified communications software, networks, devices and services, which we base on our Open Communications approach
Our Company:
Voice
HiPath 3000 V8.0
Unified
Communications
Contact Centers
Networks
Services
Our Solutions:
Solution Attributes:
Open, Secure, Mobile and Green
Our Promise:
OpenPath
Grow
Revenue
Reduce Operating Costs
Asset
Efficiency
Corporate
Excellence
Customer Value:
May 09

20. Market Positioning : Siemens Enterprise Communications SMB solutions
OpenScape Office
HiPath OpenOffice ME
HiPath 3000
Optimize Enhance Transform
OpenPath
NOTE:
Positioning based on “sweet spot” of product – not maximum capacity.
This shows the positioning based on the sweet spot of our solutions, not the technical maximums. You can see that we have a solution for any SMB of any size and any implementation.
Number of Phone Users
May 09

21. Version 8.0 Open up your office to a new way of working
Upgrade Opportunity: A genuine opportunity for partners
Version 8.0 Open up your office to a new way of working
Version 7.0
Support of Xpressions Compact V3.0 (add. features)
SRTP encryption
E2E payload to ITSP
T.38 Fax
Support of OpenStage phones
Fixed Mobile Convenience
CLIP support on analogue trunks
Phase-out of HiPath 37x0
Version 6.0
Support of XML Phone Services and ComScendo on a Button Suite
LIM module in basic configuration HiPath 33x0/35x0
SIP for subscriber and ITSP
Signaling and Payload Encryption
Small Remote Site scenarios together with HiPath 4000
Version 5.0
HiPath 3800 high performance hardware
Integrated voic EVM for HiPath 33x0/35x0
VPN via Internet connections
Support of optiPoint 420 family
Xpressions Compact used as announcement machine
IP networking of HiPath 3000, 4000 and 5000 via CorNet-IP
Version 4.0
Survivable Media Gateway for HiPath 5000
Up to 250 trunk lines (formerly 120)
CSTA Phase III
HiPath 5000 RSM
Version 3.0
IP convergence platform
IP Payload Switching
Enhanced capacities (notes, workpoints)
May 09

22. A simplified proposition
What do I want to do?
OpenScape Office Options
myPortal
Outlook Plug-in
myAttendant
Contact Center*
myAgent 1
Integrated Software
* Available on HiPath OpenOffice V2
What hardware do I need?
Platform Options
HiPath OpenOffice ME
HiPath 3000 V8
Mobility Infrastructure Options
HiPath Wireless Access Points
HiPath Wireless Controller
HiPath Cordless (DECT)
HiPath Cordless IP (IP DECT)
Hardware / Infrastructure 2
Phone Options
OpenStage 10,15,20,40,60,80
optiPoint WL2 Professional
optiClient and OpenScape PE
optiPoint 410 and 420
optiPoint 500
Gigaset Professional
Analog
What phones can I use?
Phones 3
May 09

23. OpenScape Office What customers are saying
OSO on HP3K
OSO on HP3K
OSO on HOOME
Integrated HiPath 3000 V8 and OpenScape Office solution
Collaboration across the business enhanced by Unified Communications & Instant Messaging
OSO Contact Center helped to improve customer service for spare parts orders
OpenScape Office solution installed by E-Komm
Full integration of OSO into an existing CRM and ERP systems
OSO Contact Center’s Intelligent Routing improved responsiveness
Streamlined internal organization and saved costs
Improved presence management, mobility and call routing
Enhanced responsiveness for clients and consultants
Enhanced presentation of the company as an ‘always on’ business partner
Significant time savings for consultants and admin staff
Here are what some customers are saying about their implementations of OpenScape Office on the HOOME and HP3K platforms.
NAPIER SCOTT:
London-based Napier Scott is a highly respected legal and financial search firm with a formidable reputation in boardrooms and professional circles worldwide. Known for its discretion and 100% success rate, the company’s clients expect the best – whether searching for a role or a candidate. In an environment where situations change rapidly, Napier Scott’s consultants must be on hand at all times and the working day often extends out of hours. Siemens OpenScape Office is a unified communications solution based on the latest IP-based voice technology. It’s mobility capabilities and presence management functions are just some of the features
helping to save time and improve responsiveness at Napier Scott.
Challenges
Confidential incoming calls requiring instant attention
Consultants regularly in face-to-face meetings and on the move
A fast-paced, competitive environment where access to the latest information is the difference between success
and failure
The Solution
OpenScape Office on HiPath OpenOffice ME, a unified communications solution for SMBs, implemented over the existing IT network using optiPoint handsets. A converged IT and communications solution involving three IBM x3650 servers for Outlook integration, database and terminal services.
“We are delighted with the additional benefits that the new generation equipment brings. The integrated call centre is working very well for us…”
Richard Monk
Managing Director, MG Owner’s Club
“There is no comparison [to OpenScape Office] on the market. Users in every facet of the business experience improved internal and external communications.”
Carsten Engel
CEO, E-Komm
“[OpenScape Office] is superb technology and above all, it’s made for people who aren’t technically-minded.”
Shaun Springer CEO, Napier Scott
May 09

24. Availability and pricing Incentives for partners and new customers
General Availability
Germany and UK End of May
Rest of Europe End of June
Rest of World End of July
Pricing
Global List Price starts at:
€99 per OSO user
€550 per OSO Contact Center user
€800 for HiPath 3000 V8 upgrade license (needed for OSO)
Depending on customer needs, pricing for licenses will vary. Global List Price does not reflect partner discounts.
The two campaigns are part of the GoForward! Program Siemens has developed to support its indirect sales. Apart from continuing assistance and training, it also offers sales partners the two current promotions. They will run until September 30 of this year and include: CashBack promotion for resellers: replacement of old Siemens systems Under this campaign, Siemens supports sales partners’ business with existing Siemens customers who want to modernize their communications solution. Sales partners will receive 1,000 euros for every HiPath 3800-based solution that replaces an existing HiPath 3700, Hicom 150E Modular or Hicom 150E Office Pro system, for example. In addition, Siemens offers 20 euros for every end-user device that is replaced by an OpenStage phone. CashBack promotion for new customers: replacement of rival products Enterprises that purchase a HiPath OpenOffice ME solution with less than 51 users and replace a rival system with it receive 500 euros. And there is even 1,000 euros for larger implementations. Cash also beckons for old phones: 20 euros for every end-user device replaced by an OpenStage phone. Dr. Volker Flemming, Head of Channel Management Germany at Siemens Enterprise Communications, says: “Our market research has shown that small and medium businesses cannot make productive use of a large part of their working time as a result of communications solutions that are out-of-date and are hard to integrate. However, we also recognize the difficulties SMBs have in financing innovations in the current economic climate. Our CashBack promotions are aimed at giving a kick-start to these necessary investments. At the same time, we would like to do something to push the sales of UC solutions in the indirect channel and help our sales partners secure their business.”
CashBack Promotions
For Resellers: Replacement of old Siemens systems > 1000 EUR incentive
For New Customers: Replacement of rival products > 500 EUR incentive
Refer to GoForward! Program for details
May 09

25. Thank you!
May 09 25

26. Back up
May 09 26

27. What Features Work with What? Siemens SMB Feature Comparison Chart
LEGEND
XPR C = Xpressions Compact
OCA = optiClient Attendant
OS60/80 = OpenScape 60 and OpenScape 80 phone
OSO = OpenScape Office
END NOTES
Unplanned and Remote Working Mobility via VPN
Road Warrior Mobility via One Number Service (ONS)
Office Roamer Mobility via DECT and WLAN
Only TDM phones supported
^ = TDM and/or Analog
May 09

28. What Devices Work with What? Siemens SMB Device Chart
May 09

29. Soft cost improvements
The ROI for UC Goes Beyond Efficiency Gains Made from Tackling the Hidden Communication Costs
Efficiency gains
Hard cost savings
Soft cost improvements
Up to $1,040 per employee per year 1 2 3 4 5
INEFFICIENT COORDINATION
WAITING FOR INFORMATION
UNWANTED CALLS
CUSTOMER COMPLAINTS
BARRIERS TO COLLABORATION
LOWER ENERGY COSTS 1 2 3 4 5
LOWER CELL PHONE BILLS
LOWER OFFICE PHONE BILLS
LOWER TRAVEL EXPENSES
LOWER CONFERENCING COSTS
Up to $A,BCD per employee per year
DISASTER RESILIENCE 1 2 3 4 5
CUSTOMER SATISFACTION
EMPLOYEE ENGAGEMENT
ORGANIZATIONAL FLEXIBILITY
ENVIRONMENTAL AND SOCIAL
PRICELESS or just unquantifiable?
May 09

30. OpenScape Office UC SUITE
How Much Hidden Cost Can be Avoided? Up to $1040/emp/yr with Siemens UC technology 1
INEFFICIENT COORDINATION > Address with Siemens Conferencing Avoid $220/emp/yr
3.7 hours/wk * 52 wks* $28.59 * 20% affected = $1100 | $1100 * 20% avoidable cost = $220 2
WAITING FOR INFORMATION > Address with Siemens Presence Avoid $208/emp/yr
3.5 hours/wk * 52 wks* $28.59 * 20% affected = $1040 | $1040 * 20% avoidable cost = $208 3
UNWANTED CALLS > Address with Siemens Call Routing Avoid $214/emp/yr
3.6 hours/wk * 52 wks* $28.59 * 20% affected = $1070 | $1070 * 20% avoidable cost = $214 4
CUSTOMER COMPLAINTS > Address with Siemens Attendant Console Avoid $196/emp/yr
3.3 hours/wk * 52 wks* $28.59 * 20% affected = $981 | $981 * 20% avoidable cost = $196 5
BARRIERS TO COLLABORATION > Address with Siemens Mobility Avoid $202/emp/yr
3.4 hours/wk * 52 wks* $28.59 * 20% affected = $1010 | $1010 * 20% avoidable cost = $202
BACK
May 09

31. Improve Contact Center Communications with OpenScape Office Contact Center
Key Contact Center Communications Challenges
OpenScape Office Features
Call Flow setup
Automated Missed Call response
Easy Supervisor assistance
Skill based routing
myPortal presence information
INEFFICIENT COORDINATION
Failing to get the most out of a small support team can lead to customer disasters
WAITING FOR INFORMATION
Multiple mailboxes and numbers means problems can “fall through the cracks”
UNWANTED CALLS
How can I be sure that the most important problems and customers get help first?
CUSTOMER COMPLAINTS
Problems happen – how you help the customer solve them makes all the difference
BARRIERS TO COLLABORATION
Does your support team have the tools needed to work together effectively? 1 2 3 4 5
Multimedia call type support
Separate Call Back mailbox
VIP call support
Preferred Agent support
Skill-based routing
CRM notes
Reports and real-time statistics
Wallboard feature
Wrap-up codes
myPortal presence information
May 09

32. Study Background
Study Performed by SIS International Research (Global firm established in 1982)
Telephone survey methodology
513 respondents
8 countries
8 vertical markets
4 company sizes (1 – 400)
Timeframe: September – November 2008
Final results: February 2009
Confidence level: 95%
Note: Due to rounding, percentages may not always add up to 100%.
Let me give you some background to the vast coverage this study reached out to. This presentation shows some tables and charts with percentages and numbers…before you double check everything with a calculator, just know that due to rounding, the numbers may not always add up. Rounder numbers make it easier for us to read.
About SIS Research International:
SIS International Research is a global research firm specializing in market research and market intelligence.  Established in 1982, the SIS global coverage spans over 120 countries in Europe, North America, Latin America, Asia and the Middle East. 
Their core competency lies in the strategic analysis of global trends, market segmentation and emerging markets opportunities. Their sector coverage includes B2B, Consumer, Pharmaceuticals, Technology, Transportation, and the Service and Education sector.
BACKUP
Countries: Brazil, France, Germany, India, Italy, Russia, the United States, and the United Kingdom
Verticals: Communications, finance, healthcare, insurance, manufacturing, professional business services, real estate, and wholesale or retail trade
Company Size: 1-20, , , and
May 09

33. Study Participant Breakdown Evenly distributed across country, vertical, and size
You can see that between country, vertical, and company size, SIS was able to distribute the SMB respondents pretty evenly across the board. This helps us to get an true representation of what SMBs experience around the world.
Source: SIS International Research
May 09

34. Top 5 Hidden Cost Detail Views by Hidden Cost, Country, and Size
Table 11: Summary of SMB Pain Points
Inefficient
Coordination
Waiting for
Information
Unwanted Communications
Customer Complaints
Barriers to
Collaboration
Total
Cost/Emp/Yr
$1,149
$1,092
$1,062
$978
$969
$5,246
Cost/KW/Yr
$5,382
$5,320
$5,328
$5,008
$5,003
$26,041
Labor Rate
$27.65
$28.87
$28.85
$29.32
$28.36
$28.59
Incidence
68%
77%
74%
61%
70%
Time/Week
3.7
3.5
3.6
3.3
3.4
17.5
% Affected
21%
20%
19%
The SMB study respondents were ALL knowledge workers.
Question: Why do the percentages not add up to 100%?
Answer: This is due to rounding.
Question: If this survey only interviewed KWs (as it states in the report), isn’t the entire survey about KW SMB pains vs. employee pains?
Answer: Although we only interviewed knowledge workers, we asked respondents to estimate what % of their companies employees were similarly experiencing pain (this is a proxy for the proportion of employees that are knowledge workers and is reported as the % affected e.g.20%). The reason we use this data to estimate cost per employee to a company, is that it is easier estimate the total number of employees an SMB has, than it may be to estimate how many knowledge workers they have. Thus the cost per employee metric can be readily used to estimate the total cost of the status quo for a company simply by knowing the aggregate number of employees it has.
Inefficient Coordination Calculation Example
3.74 * 52* *0.2 = /employee
3.74 * 52* = /KW
Table 12: Summary of SMB Pain Points by Employee Size
Size
Labor Rate
Incidence
Time/Week
% Affected
Cost/KW/Yr
Cost/Emp/Yr
$29.99
78%
21.2
24%
$32,988
$7,767
$28.56
71%
18.5
22%
$27,519
$6,050
20-100
$30.00
72%
17.5
20%
$27,261
$5,410
1-20
$21.74
53%
11.6
14%
$13,123
$1,806
Total
$28.59
70%
$26,041
$5,246
Table 13: Summary of SMB Pain Points by Country
Country
Labor Rate
Incidence
Time/Week
% Affected
Cost/KW/Yr
Cost/Emp/Yr
France
$40.93
78%
21.6
25%
$45,971
$11,550 UK
$24.93
87%
26.6
28%
$34,524
$9,678
Italy
$30.21
84%
25.4
24%
$39,882
$9,597 US
$36.48
73%
20.3
$38,455
$9,596
Germany
$39.15
71%
13.8
18%
$28,129
$5,135
Brazil
$23.77
40%
9.2
13%
$11,417
$1,527
India
$5.71
80%
18.1
19%
$5,367
$1,036
Russia
$21.84
45%
5.7 9%
$6,486
$559
Total
$28.59
70%
17.5
20%
$26,041
$5,246
May 09

35. OpenScape Office Contact Center Supported Contact Center Roles
Administrator Rights
Supervisor Rights
Agent Rights
Agent
Main objective: Answering of Contact Center Calls
Agents can handle all types of calls within their assigned queues
Agents can simultaneously belong to multiple queues
Agents have the ability to use the Instant Message service to request Supervisor Assistance
If accepted by Supervisor, a chat session can take place 1
Supervisor
Main Objective: Supervise contact center groups
Supervisors have access to all Agent rights
The supervisor can see the information of all queues
Contact Center Agent features be assigned and managed 2
Administrator
Main Objective: Manage the whole contact center
Has access to all Agent and Supervisor rights
Responsible for creating queues, managing call flows, etc.
Can drag & drop listed Agents to appropriate queue(s) in real-time
Administrators can easily control unexpected peaks! 3
A single Agent License covers all three roles
May 09

36. OpenScape Office Reasons for partners to upgrade customers to V8 & OSO
Position themselves favorably
Open doors to the UC world: bring hybrid systems to the UC world (LAN infrastructure, wireless networking, integration services, network tariffs, and mobile tariffs) 1
Capture easy wins
Try and buy: all features for 30 days. Cash flow friendly; software licenses can be ordered up to 30 days after the system is first switched on
CashBack Program: If customer purchases during the try and buy period, there is a cash back incentive for the customer 2
Sell wider and increase revenues
Up sell potential: Easy incremental revenue for telephony installed base
Broaden opportunity: to offer managed service contracts; value-add service updates
Easy to service: with high profitability – remote maintenance and auto updates for OpenScape Office 3
May 09

37. HiPath OpenOffice ME – What’s New? The first UC appliance for SMBs
HiPath OpenOffice ME PLATFORM
Award-winning IP communications platform
First UC appliance with UC app built-in for SMBs
A trained technician can install in less than 5 hours
Microsoft Exchange Calendar Integration
Support of Dual Mode GSM Phones
Deactivation of Voic Recording
Personal myPortal Login for Desksharers
Citrix Support
HiPath Cordless IP Support
Back in Oct 06, we launched the HiPath OpenOffice ME platform – which already was equipped with the OpenScape Office application suite. Since then, we have made some enhancements. HiPath OpenOffice has won a number of awards because of the built-in application suite, OpenScape Office.
May 09