Ucaas and The Small Business: Adoption and Implementation: An Ihs Markit Technology Webinar

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UCaaS and the small business:

adoption and implementation


An IHS Markit Technology Webinar

#UCaaS
Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 1
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Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 2


#UCaaS

Today’s speakers

Diane Myers Allen Tatara


Senior Research Director, VoIP, UC, and IMS Sr. Manager, Webinar Events (Moderator)
IHS Markit IHS Markit

Frederic Dickey
Vice President Cloud Services
Sangoma Technologies

Jim Machi
Vice President, Marketing
Sangoma Technologies

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 3


#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 4


What is Unified Communications?

• UC means different things to different


people but generally provides integration
of multiple communication applications
into a seamless solution
• Voice, chat, presence, collaboration,
conferencing, video, mobility, APIs …

© 2018 IHS MarkitTM. All Rights Reserved.


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Important UC capabilities
Above and beyond PBX and telephony features, businesses want:
Collaboration | Messaging | Mobility
Critical Capabilities

Collaboration tools 73%

Unified messaging 67%


Drivers

Team collaboration 67%

Mobility 62%

Instant Messaging 62%

0% 20% 40% 60% 80%

Source: IHS Markit Unified Communication Strategies N. American Enterprise Survey - March 2018
© 2018 IHS MarkitTM. All Rights Reserved.
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Why UC?
UC—Why?

Improve response time 71% Businesses are utilizing a variety of


communication tools to improve
productivity and workflows
Improve employee productivity 67%
Drivers

Digital transformation 62%

Reduce operational costs 60%

Employee flexibility 59%

0% 20% 40% 60% 80%

Source: IHS Markit Unified Communication Strategies N. American Enterprise Survey - March 2018
© 2018 IHS MarkitTM. All Rights Reserved.
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Business are moving UC to the cloud

Source: IHS Markit Unified Communication (UC) Strategies N. American Enterprise Survey – March 2018

© 2018 IHS MarkitTM. All Rights Reserved.


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UCaaS value

Ease of implementation 66%

Availability of enhanced capabilities 64%


Drivers

Expertise provided
63%
by service provider

Flexibility 61%

Service uptime 61%

0% 10% 20% 30% 40% 50% 60% 70%


Percent of Respondents Rating “Strong Driver”

Source: IHS Markit Unified Communication (UC) Strategies N. American Enterprise Survey – March 2018
© 2018 IHS MarkitTM. All Rights Reserved.
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Critical capabilities in choosing communications provider

Percent of UC cloud respondents rating “critical”

Fundamentals remain critical even when moving to


new modes of communications
Source: IHS Markit Unified Communication (UC) Strategies N. American Enterprise Survey – March 2018
© 2018 IHS MarkitTM. All Rights Reserved.
10
#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 11


Why UCaaS for small / medium business?

• Move to IP architecture / decrease costs

• Ability to add features easily

• No need for dedicated IT person

© 2018 IHS MarkitTM. All Rights Reserved.


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Why UCaaS for small / medium business?

• Increasing productivity

• Mobility

• Flexibility

• Call center features

© 2018 IHS MarkitTM. All Rights Reserved.


13
#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 14


Case study #1: St. Louis Foods

OVERVIEW THE ASK


• Ancillary foods provider for commercial • New modern phone system due to relocation
restaurants across the Midwest – Keep 314 area code
• 20-year-old digital phone system • Understand and trust options
• New features: Caller ID | VM via email | Utilize mobile app

THE SOLUTION
• Sangoma Cloud UC/PBX System
• Long-term strategy is to offer more features
- As applicable / not do rip and replace
• No need for in-house expertise

THE RESULT
• Additional benefits of call reporting, mobility via Smartphone
• Saving at least several hundred $$ / month

© 2018 IHS MarkitTM. All Rights Reserved.


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Case study #2: LAMP (Language Access Multicultural People)

OVERVIEW THE ASK


• Update efficiency when phone call came in
• Provide linguistic services
(primarily medical related) • Didn’t have enough interpreters to cover assignments
• Customizable scripts
• Find available translators to help clients
at doctors, etc.
• Analog PBX with no on-site staff
THE SOLUTION
• Sangoma Cloud UC/PBX System
• Conferencing capability, including video
• Customized call queues
• No need for in-house expertise

THE RESULT
• 4x increase in interpreters
• Handle 10,000 calls / month
• Ability add more call queues

© 2018 IHS MarkitTM. All Rights Reserved.


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Case study #3: N1 Critical Technologies

OVERVIEW THE ASK


• Evolved hosted phone system to replace Grasshopper
• Manufacturer and seller of lithium-Ion
uninterruptible power supply systems • Ability to customize software
• Installation with no cables
• Opening new office location
• Familiar with Grasshopper systems

THE SOLUTION
• Sangoma Cloud UC/PBX System
• Sangoma S705 WiFi phones
• No need for on-premise hardware maintenance

THE RESULT
• Solutions easy to customize
• Saving several hundred $$ / month

© 2018 IHS MarkitTM. All Rights Reserved.


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#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 18


Planning – Prepare

• What is currently running / inventory


• Phone and toll-free numbers
• Number of extensions – which ones will still need a desk phone?

• Single or multiple locations

• Call center / help desk


• Special devices
• Receptionist console

• Point of sale terminals

• Paging

• Intercom / door entry

• Fax machines

© 2018 IHS MarkitTM. All Rights Reserved.


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Business process integration

• UCaaS services are a lot more than a phone system replacement

• In many cases they provide integration with other commonly used


business tools
• CRM

• Help desk

• Property management

• Practice management software

© 2018 IHS MarkitTM. All Rights Reserved.


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Network considerations – All applications run on the same infrastructure

Router / FW

Computers
LAN
ISP
UCaaS IP Phones
Switch

Areas for considerations:

• Broadband connection • VLAN / QoS / traffic prioritization


• Router and firewall settings • PoE switches
• Latency / jitter / packet loss • Analog devices (fax, elevator phones, paging units)

© 2018 IHS MarkitTM. All Rights Reserved.


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Implementation considerations for UCaaS

• Have a plan

• Think business processes integration

• Network improvements (WAN / LAN)

• Vendor customer services and on-boarding

• Train your users

© 2018 IHS MarkitTM. All Rights Reserved.


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#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 23


Sangoma overview

Leading Unified Communications Solution Provider

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 24


approach

• Be a trusted partner

• Same features On-Prem or Cloud

• No hidden fees

> Advanced features part of product

• Ease of use

• Offer best value

> Price / quality / features / service

© 2018 IHS MarkitTM. All Rights Reserved.


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How to engage with Sangoma

• Come to our websites: www.sangoma.com &


https://www.digium.com/

• Visit Product resources to learn more

• Register for our newsletter from the website

• Check our Sangoma Event Calendar & Digium Event


Calendar for info on webinars, trainings, roadshows and Chat with a sales specialist
tradeshows
• Subscribe to bi-weekly blogs on latest topics:
https://www.sangoma.com/blog/
http://www.digium.com/blog/

• Connect with us on social media

Attend on-going roadshows

© 2018 IHS MarkitTM. All Rights Reserved.


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#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 27


Takeaways

UC brings together a variety of UCaaS puts the complexity of Have a plan: network
communication apps: voice, implementation, management, considerations, end-user
collaboration, messaging, and upgrades with provider onboarding, vendor selection
presence, video…..

© 2018 IHS MarkitTM. All Rights Reserved.


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#UCaaS

1 Market trends

2 Why UCaaS?

3 Case studies

4 Key implementation considerations

5 Sangoma approach

6 Conclusions

7 Audience Q&A

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 29


#UCaaS

Audience Q&A
Diane Myers Allen Tatara
Senior Research Director, VoIP, UC, and IMS Sr. Manager, Webinar Events (Moderator)
IHS Markit IHS Markit
Diane.Myers@ihsmarkit.com Allen.Tatara@ihsmarkit.com

Frederic Dickey
Vice President Cloud Services
Sangoma Technologies
fdickey@sangoma.com

Jim Machi
Vice President, Marketing
Sangoma Technologies
jmachi@sangoma.com

Confidential. © 2018 IHS MarkitTM. All Rights Reserved. 30


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