Managed Office Positioned for the Enterprise
© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
What is Managed Office?
A simple, fully managed, bundled solution that integrates all elements of
their communication network.
• Data backup, voice, email and other services are
cloud based, providing the benefits of a
virtualized environment
Cloud
Services
email
Data
Backup
Hosted
VoIP
Hardware
Software
phones • routers
switches
upgrades and
patches
Security
Network
LAN/WAN
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
• All hardware is leased and maintained,
including refresh, so customers don’t need to
own equipment or make costly capital
investments
• Software upgrades are kept current, reducing
incidents, outages & costs
• Layered security and patch management
protect the integrity of the customer’s
environment
• A single, converged network is proactively
managed, carrying all customer voice and data,
scaling to customer needs
Managed Office Components
Managed Data
Managed Voice
• Speeds of DS1 to Ethernet
100Mbps with additional speeds
planned
• Hosted VoIP via the BroadSoft
platform
• Internet, Private or Enhanced
Port (based on the number of
locations)
• Polycom phones
Managed Applications
• Messaging capabilities and
collaboration tools (e.g., file
sharing)
• The latest security
• Online Backup
• ADTRAN wireless access point
• ADTRAN routers and switches
Managed Office provides a predictable cost structure that moves SMB’s from a capital
expense (CapEx) purchasing and premises equipment model to an operational expense
model (OpEx) where SMB’s pay for usage, not ownership.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Two Managed Office Options
Managed Office
Managed Office
Essentials
Managed Data
Managed Data
+
+
Managed Voice
Managed Voice
+
…and no Wireless Access Point
Managed Applications
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Why Develop Managed Office?
CenturyLink needs to expand SMB market penetration to grow revenue
• Monthly wireline telecom opportunity in CTL footprint is nearly $5B annual opportunity;
with addressable IT services another nearly $5B annual opportunity
• Today, CenturyLink penetration of SMB segment is approx. 28%, with continued
pressures from Cable MSOs and other competitors
• Managed Office allows for both a capability/solution differentiator as well as a package to
address both telecom and IT spend addressable markets
Managed Services is the largest growth engine for business customers
• $27B U.S. market opportunity (all segments)
• ~15% Compound Annual Growth Rate (CAGR)
• Strong demand across all business segments for a proven model, with ~3x upside in
customer spend
Source: Various third-party research studies
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Growing Managed Services is Highly Strategic
What We’re Doing
Why It Matters to Customers
Developing a suite of services across
customer segments that simplifies
business life
Customers are facing resource
challenges and need to focus on
growing their businesses
SMB Market
• Low-cost distribution channels, simple
offerings, and automated process support
Mid-Market & Local GES
• Direct and Indirect distribution channels,
complete solutions, and integrated support
Large Enterprise & GES
• Dedicated account teams, broad feature
sets, system integrations, and customized
support
• Increased pressure to reduce budgets and
capital spending
• Lack of resources within current IT
organizations to keep up with tech trends,
compliances, and regulations
• Significant market opportunity to deepen
traditional telecom relationships towards a
fully Managed Service paradigm
SMBs are migrating to Managed Services because they provide costeffective advanced technological solutions that help them stay
competitive and grow their businesses.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Managed Office Architecture
SMB Market
Simple offering & automated
support process
Off-the-shelf,
pre-packaged
solution
Three Managed Stacks
LAN Stack
WAN Stack
Apps Stack*
• Managed
Voice
Solution
• Equipment
• Managed
Data
Network
• Equipment
• Email/
Collaboration
• Security
• Online Backup
• Scalable Seat-Based Pricing
• End-to-End Management
*See slide 11 for the complete list of available Apps
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Managed Office – LAN Stack
LAN
Voice Solution
& Equipment
Hosted VoIP
• Premium seats for each
employee with advanced
IP phone features
• Direct inward dialing (DID)
• Advanced feature package with personal
mobility package
• CTL-supported certified soft client
• Unified messaging feature package
• Domestic calling
IP Phones
• Selection of phones with the
option to add a soft client
Polycom VVX400
Polycom VVX300
Polycom SoundStation
IP 7000 Conference Phone
Other LAN Equipment
• Switches
• Wireless Access Point
• Optional Failover Switch
(included in WAN stack)
• Optional Uninterruptable
power supply (UPS)
Polycom SoundPoint
IP650
NetVanta 1234
NetVanta 160
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Tripp Lite
Managed Office – WAN Stack
WAN
Network
Connectivity
Equipment
Network Connectivity
• Single Site
• Multi-Site
• Multi-Tenant Unit (MTU)
WAN Equipment
• Routers (Internal
switch/firewall)
• Routers determined by
needed bandwidth
• Optional Failover Router
(Internal switch/firewall)
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
• Premier Ethernet Local Access
• DS1 to 100 Mbps Ethernet
• Quality of Service (QoS)
NetVanta 1335P
NetVanta 4430P
NetVanta NV6355
Managed Office – Application Stack
Applications
Email/Collaboration
Security
Virtual Server
Email & Collaboration
• Hosted Exchange
• SharePoint
• Email Archiving
Security
• McAfee Endpoint
Protection
• McAfee Email
Protection
Virtual Server
• On-line Backup
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
• Cloud-based exchange with installation
of client on endpoint (25Gb per user)
• Email, calendar, address book contacts and
tasks
• 1-year retention on email archiving
• Cloud access to individual email box
• Choice of SharePoint templates
for collaboration (100Gb unlimited users)
• Multi-varied defense providing desktop
firewall capable of stopping desktop
intrusion
• Rapid endpoint updates
• Proactive attack detection (SPAM/Virus/
Phishing/Worm Protection)
• Cloud-based enterprise platform for
backup of data from PC/laptops
• Encrypted and compressed on a
redundant platform
• FIPS140-2 certified
• Supports Windows, Mac, and Linux
Platform/Equipment Partners
Key Partners During Initial Product Launch
• Rock-solid platform that features Geo/High availability,
redundancy, and is the industry standard for Hosted VoIP
• Supports a wide variety of cloud-based features, including mobility
and unified communications, which align to CenturyLink’s
roadmap strategy
• Longevity in telecom, with an extensive, diversified portfolio
• Long-term relationship with CenturyLink (included in our first
bundle offered )
• Standing SE certification support on new offers/sales
• Rich history in voice-driven hardware with brand recognition
• Current vision and strategy aligns well with the CenturyLink
HVoIP and Managed Office roadmaps
CenturyLink plans to add more partners as we deploy
additional feature/functionality in future product releases.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
White Glove Customer Experience
Project Manager assigned to every customer
• Introduced at contracting stage; collects information and establishes relationship
• Gathers technical and site contacts and user information needed to set up access to applications; provides outline of
what to expect via a detailed project plan
• Sets up and conducts progress calls with the customer at least once per week
• Coordinates service turn up of Managed Office
On-site installation and training
• Technician introduced to the customer by the project manager
• Technician provides LAN/WAN equipment set up and user voice portal set up
• Technician trains the customer via web-conference to fit customers’ schedule
Remote installation and training
• 3rd party installing the customer applications (Mural) introduced by the project manager
• Cloud activation occurs before contacting the customer to install the client on user PCs
• On-site training of admin and users tailored to fit customer preferences and schedule
First bill review and moves/adds/changes (MAC support)
• Project manager schedules first bill review between customer and account consultant
• Account consultant assigned to support multiple customer accounts
•
•
Provides first bill review to ensure billing accuracy and corrects any errors
Assists customers with user Moves, Adds, and Changes for both voice and Apps
Day 2 Support (Trouble Handling)
• Technical Assistance Center (TAC) staffed to support and own end-to-end accountability specific to Managed Office
• Ownership and accountability for all stacks in the Managed Office solution (LAN/WAN/Apps)
• Designated Managed Office toll-free number to report troubles should they occur
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Managed Office Worry-Free Value Proposition
A company you can trust
with your network
Get the maximum return on
your investment.
A financially stable Fortune 200 company
and 3rd largest integrated service provider
in the nation – we will be here for you.
One single price per seat provides a
predictable, “all in” cost for managing
your entire communication network
with a more scalable cost model.
CenturyLink
Managed Office
ensures your
business is
always ready to
perform
A customized solution that
incorporates best practices
from highly skilled experts.
Our core competency in networking with
certified, experienced staff working a
detailed, methodical process delivers a
better user experience than customers
can build on their own.
Easily adapt to changing
business needs as they
occur.
Our scalable management model is
adaptable and efficient and truly
allows IT to change as business
needs dictate.
Know your network will always be up-to-date.
From technology refresh and hardware maintenance to security patches &
software upgrades, we know how to keep your systems running.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Managed Office Customer Benefits
Swap CapEx
for OpEx
• Future proof--no big technology bets, sunk costs, obsolescence risk.
• CenturyLink Managed Office plans are flexible for SMBs both to grow and
shrink –- reflecting business realities.
• Roll up separate service contracts/bills into one partner.
One partner
accountability
• One support number covers all services. No more running in circles
between fingerpointing providers.
• Stability of CenturyLink, etc.
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Save IT dept
time, money
• Frees up IT staff time for computer support, software development.
Careful
attention to
support
• CenturyLink dedicates customer reps specifically to Managed Office.
• No more bills from outside VARs or consultants to install, manage,
update, troubleshoot phone, LAN/networking gear.
• Dedicated Project Manager, scheduled touchpoints mean expert advice to
avoid pitfalls, deal with service issues during transition.
© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Managed Office Transforms Legacy Networks
We converge and simplify your
infrastructure.....
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
...and deliver services from the cloud.
Managed Office Transforms Role of IT
Driving
Business
Results with
IT
Managing IT
Components &
Services
Driving
Business
Results with IT
Managing IT
Components &
Services
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Without Managed Office
In many organizations, over 70% of IT
resources are devoted to managing basic
infrastructure elements
With Managed Office
CenturyLink manages day-to-day IT
tasks, frees customer IT to deploy critical
new applications to drive business
Managed Office virtually expands a
customer’s IT staff via a CenturyLink
Network Operational Center fully
supported by local and centralized staff.
Superior Total Cost of Ownership (TCO)
A predictable cost structure that moves SMB’s from a capital expense
(CapEx) purchasing and premises equipment model to an operational
expense model (OpEx) where SMB’s pay for usage, not ownership.
____________________________________________________
• All components outlined in the LAN, WAN, and application stack
are included in a price per seat model.
• The price per seat varies based upon the number of seats
and term length.
• The price structure provides the customer with more predictability
and cost management associated with IT expenses.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
How is Managed Office Priced?
•
•
•
Seat based pricing determined by number of seats and term commitment
•
Seats include all equipment and applications with Managed Office
•
Seats include all equipment less the WAP with Managed Office Essentials
•
(1) TN/voice mail included in each seat – Long Distance minutes included per location
•
Hunt groups, soft client, extra TNs are available as an ala carte option
Port included when no additional bandwidth is required for data
Access rules apply:
•
Bundled in 10/100 Mbps when in territory – adder applied when out of territory
•
Priced ala carte in all other options
Available Speeds
Bundled (all in)
DS-1 – 4xDS-1
Port Included in Seat +
Loop
Port and Loop + Seat
Price
Managed Voice & Apps
Needed
When Additional Data is
Needed
Ethernet 10 Mbps (In
Territory)
Managed Voice & Apps
Needed
When Additional Data is
Needed
Ethernet 100 Mbps (In
Territory)
Managed Voice & Apps
Needed
When Additional Data is
Needed
Tiered Ethernet
© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
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Managed Voice & Apps
Needed
When Additional Data is
Needed
Aggressive Pricing
Rate Card Prices (per seat)
Seats
Minutes of LD Use
2-Year Term
3-Year Term
5-Year Term
10-20
3,000
$115
$109
$105
21-35
5,000
$105
$99
$95
36-50
7,000
$95
$89
$85
51+
10,000
$85
$79
$75
Note 1: The following are not included in the price per seat. They may be purchased separately:
•
•
•
•
Softphone
Auto Attendant
Additional Hunt Groups
Extra Telephone Numbers
Note 2: For Managed Office, the price on a minimum term is $115, but can go as low as $75 per seat. For Managed Office Essentials. the
seat price can go as low as $55 per seat.
Note 3: Lowered seat price available when access and/or port is unbundled from the seat. This option allows for layering management on
top of existing services.
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
How applicable is Managed Office in the Enterprise?
• Solution for remote, satellite and branch office locations
where no local IT support is present
• SIP at Headquarter locations
• PCR approval may be required to accommodate
custom dial plans between SIP and Broadsoft platform
• Target state SIP (via Broadsoft) creates seamless
solution for HQ and branch locations
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Special Pricing
• Managed Office Business Pricing Tool (BPT) used for
standard pricing up to 100 seats
• Engagement of SE for equipment configurations that go
beyond 100 seats at a particular location
• Submitting of NSP request w/Statement of Work
• Adtran Equipment is a requirement
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Additional Resources
• Training
• Managed Office Product Fundamentals
• Selling the solution
• Pricing and Qualification
• Managed Office CHATTER GROUP
• Total Cost of Ownership Tool TCO TOOL
• Business Marketing Intranet (BMI) PRODUCT PAGE
• Job Aids
• Sell sheets created for Enterprise Opportunities
• Proposal templates
• Customer Presentations
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.
Q&A and Survey
Q&A
Survey
https://www.surveymonkey.com/s/JVYPW9B
(please click url to launch survey. You may need to enable pop ups)
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© 2013 CenturyLink, Inc. All Rights Reserved. Internal Use Only.