Interactive Intelligence Options for Nortel Customers

Interactive Intelligence Options for Nortel Customers

By Jim Burton October 18, 2010 Leave a Comment
Interactive Intelli 125 PNG
Interactive Intelligence Options for Nortel Customers by Jim Burton

UCStrategies offered UC vendors the opportunity to present their migration options for Nortel customers and channel partners now that Avaya has delivered its roadmap for Nortel products. 

In this presentation, Tim Passios, Director of Solutions Marketing, Interactive Intelligence, presents Interactive Intelligence options for Nortel customers.

For additional information about Interactive Intelligence, visit  

For more Nortel migration options on

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Transcript for Interactive Intelligence Options for Nortel Customers

Hello. My name is Tim Passios and I'm the director of Solutions Marketing with Interactive Intelligence and I'd like to thank you for taking the time to review this presentation titled, “The Nortel Migration Question: Options for Nortel Customers.”

First, let's get started with a little bit of background on Interactive Intelligence. We were founded in 1994 under the premise of coming to market with an all software-based, all-in-one architecture for delivering communications solutions, so we have our claim to fame of an innovative first-to-market market approach in several areas. We’re headquartered in Indianapolis, Indiana, with regional offices surrounding the U.S. Outside the U.S., we have offices in EMEA, Asia Pacific and Latin America and last year we had an eight percent growth in a down economy.

In looking over our global install base, you'll find over 3,500 organizations in virtually every industry, in more than 90 countries, which is meant as a vendor we’ve had to localize our software into over 18 different languages. Taking a look at some of these brand names here, you'll find companies like Microsoft, Lily, Sears, Citrix, Rolex, Baxter Healthcare and others that are using our solution not just in the contact center, but enterprise-wide for all of their communications needs, spanning IP PBX and Unified Communications.

Lastly, Interactive Intelligence is more than just a software company providing innovative communications solutions for your entire enterprise. We are an entire ecosystem made up of over 300 resellers worldwide and strategic partnerships with vendors like Polycom, Microsoft, IBM, HP and Nuance. Additionally, we provide a whole host of services, including professional services, education, and support services for your organization and managed services if you’d like us to take care of your solution. Additionally, we have added communications as a service to our offering for those customers who are looking for a hosted context solution.

Lastly, strategic consulting wraps up our total services offering, allowing you to get total business process optimization from the Interactive Intelligence suite of products.

As a Nortel customer, I've got three takeaways for you during this presentation. First, I want to talk about the strength of our all-in-one platform versus a multipoint platform that you're used to. Second, I want to show you the value of migrating from a hardware-centric model to a software-based model, and number three, I'm going to show you more than one way to get there.

First, let's start with the hardware-centric multi-box approach. So this is what you've been used to as a Nortel customer, getting multiple boxes for different solutions that you needed for your enterprise-wide communications. The top row represents those services that are normally deployed in a contact center, PBX, ACD, IVR, Dialer, etc. And the bottom row represents those boxes that are typically deployed in the rest of the enterprise, especially as new voiceover IP or Unified Communications solutions come out. The problem is they're multiple boxes, multiple points of integration, lots of dollars spent on that integration, multiple points of administration, and a lot of headaches and pains associated with maintenance contracts and training.

With the Interactive Intelligence Solution, the architectural world looks completely different when you’re deploying communications now. Here, you see a single platform, a single all-in-one solution that provides all of the applications previously deployed upon multiple boxes, but now on a single server. All of these applications leverage one another and you get both contact center applications and enterprise functionalities on one platform. You also see that you get a single point of administration which eliminates the cost and complexity of trying to manage all those different boxes. As I mentioned before, this delivers upon less integration time and lower costs.

Now one thing that I do want to point out, and I'll show you in the next slide, is that this solution can be dropped into your existing Nortel infrastructure and you can tap in the applications when and if you need to.

Now, in building upon the previous slide, we know that customers aren’t just going to do rip-and-replace every single time they want to drop in our Interactive Intelligence solution. We know that they have an investment in existing infrastructures and therefore, we as a vender must be able to integrate to those different solutions. So whether you have existing Nortel products in the form of switches or instant messaging applications, phones, etcetera, or other applications like databases, e-mail servers, speech to text/text to speech engines and SIP carriers, whatever those needs you might have, we have the ability to integrate for you, meaning you can migrate over to the all-in-one solution as your needs dictate. You don’t have to do a rip-and-replace if you don’t want to and in just a moment, I'm going to show you many different ways in which we could do that.

Now in the next series of slides, I'm going to take you through several architectural diagrams that will help you see how we can help you move through your existing Nortel Legacy Solutions over to the all-in-one solution from Interactive Intelligence, as rapidly or as slowly as you might like.

Let's start off this illustration with just your normal Legacy environment. In your upper right-hand corner, you see several boxes that would be representative of your existing Nortel Infrastructure – the PBX, the IVR, the ACD, voicemail. Now this is a TDM infrastructure. In the bottom left, you see your business users, your agents who are deployed with their Nortel phones and their desktop PC’s. Now you also see we’ve got remote employee over there in the bottom right, and we haven’t yet integrated them into the solution yet and I'll talk to you how that’s going to take place.

Now, here you see we’ve dropped in the application server from Interactive Intelligence and it has all the different applications that you need on the single server. It's all software-based and you just turn on what you need when you need it through a license… license key. So here, perhaps you dropped it in for a variety of needs. Perhaps it's for Unified Communications, for your entire organization. Maybe it's for the call center applications that you've always wanted; you want to start doing screen pops and call recording and multimedia queuing. It's all there, ready to go. You turn it on as you need to. Now you'll see that it's just sitting right there with your existing Nortel infrastructure, just serving out applications when you need. Now, let's start taking a look at how we’d migrate slowly away from the, the Nortel infrastructure to the all-in-one solution.

In this particular step, perhaps it doesn’t apply to all of you, but for many of you you're still running on the TDM backbone of the Nortel switches. So let's start that IP migration. Here in the bottom left, you see we’ve taken one of the business users and moved them over to the IP solution and now they're running behind the Interactive Intelligence solution. Now in this particular case, that one business user or agent could be representative of single users, a group of users, a department of users, or perhaps even a separate location. You decide when you want to move them over to voiceover IP and Interactive Intelligence will accommodate them, again continuing to work with your existing switch to be able to provide enterprise-wide communications, multi-site dial plans, and all the things you would expect from a unified solution so that customers and end-users don’t have a separate… a separated feeling.

Now on this slide, we start seeing things looking dramatically different, and this is a representative slide of showing how we’ve moved away from your existing Nortel infrastructure and multipoint solutions, so no more separate ACD, no more PBX, no more IVR and the other call-recording applications or whatever you had existing. Now we’ve moved everything over to the single all-in-one solution and we also moved all users over to the Interactive Intelligence solution as well and now we’re running everything on that single platform and we’ve effectively migrated away from the Legacy environment that you once had.

Now, let's not forget that remote employee that’s sitting out there. With Interactive Intelligence because we’re software-based, all applications reside on the PC, so instant messaging, conferencing, call-recording, call center functionalities, screen-pops, call recording, monitoring can all be done remotely simply by the use of a software. So now we can plug in users anywhere, anytime and still plug them into the rest of the organization without them missing a beat.

In the last series of slides we showed you how you can migrate away from your existing premise-based equipment over to the all-in-one solution, and the time that it takes to do that could be a series of weeks, months, or years and we’ve had our customers take… range a whole gammit of migration time, so it's really up to you, but a lot of Nortel customers don’t have budget for moving to brand new on-premise equipment. Whether it's going to take a few months or few years to migrate it, the budget’s just not there. Well, Interactive Intelligence has another way in which you can do it and we call it Communications-as-a-Service. This gets you away from the capital expenditures and more to the operational expenses of being able to do monthly service fees for the contact center solutions. And in the next series of slides, I'd like to show you how you can still move to the all-in-one solution, but in the form of a service-oriented solution.

Let's start off the series of slides here with your existing Legacy infrastructure. Just like we did before, each one of those boxes you have today are represented by those three boxes in the upper right-hand corner.

As we move to this slide, we see the applications server sitting in the cloud represented by that gray box and the data center on the left side. It's plugged directly into your existing organization through the public switch telephone network, which means you can route calls out to the cloud and back as you might need to. You'll also see that blue line that represents the voiceover IP or data line, so that applications can be routed out to your end-users in the form of all the different applications we’ve talked to so far. So this mimics the previous premise-based solution when we dropped in the server at your location, but now we’re doing it and hosting it out in the cloud instead.

Just like we did in the previous series of slides where we were showing you how to migrate away from your premise-based solution, here we’ve eliminated the other application servers that you had before and we’ve moved all those application needs over to the data center in a hosted model. Again, we’re still dealing with your existing switch so the end-users are still TDM based, but nonetheless, we’re still able to get all the applications that we’re able to provide in that same infrastructure environment.

Here, we’ve finished the migration path away from your existing Legacy premise-based solution to now a holistic hosted communications platform in the cloud and you'll also see that on the bottom, your end-users, your business, your agents are all IP based. And so hopefully over the last couple of slides, I've shown you how you can still get to that all-in-one solution and migrate over a period of time, but by deploying a hosted model instead of outlaying capital for hardware at your premise. Now we are happy to do it either way; it's up to you. If you want the control and some of the security necessary for your environment, you can deploy it as an all-in-one solution on your site, but if a hosted model better fits your business needs, we can provide that solution for you as well.

In conclusion, I'd like to thank you for your time today. Remember, Interactive Intelligence has a unique, innovative approach to doing communications, for your contact center, and for your entire enterprise. All the applications that I've talked to reside on a single-server, with a single point of administration and the ability to handle any type of interaction you might throw its way, whether it's phone calls, e-mails, faxes, chats, SMS texting, or even new social media, it's all there for you, waiting for you to use it--in both a premise-based model and a hosted model. And don’t forget, we can communicate and integrate to your existing Nortel infrastructure which gives you the ability to migrate when your business needs dictate. Thank you very much for your time. I hope that we can do business with you in the future.


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