UNIFIED

COMMUNICATIONS

AT STANFORD

2020 and beyond

Communications Roadmap

Current Technology Drivers�

• Work from anywhere phenomenon

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• Ecosystem development around remote work

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• No clear leader in the Unified Communications (UC) space

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• Interoperability is still limited

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• Solutions that offer comprehensive set of capabilities will prevail

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• Location-independent organizations

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• Shift to hybrid/ cloud UC solutions

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• Move from hard phones to soft phones and identity-based directories

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UC Service Portfolio: Voice, Contact Center, Video Conferencing, Instant Messaging

How the Pandemic is Accelerating the Landscape

• Softphone adoption� + 50% users� + 1000% usage�
• Widespread remote �work & telehealth�
• Geographically �dispersed workforce

Remote

work

Distributed

workforce

Scalability

Flexibility

Ensure maximum support for an extremely wide range of business needs and use cases that are constantly growing and evolving.

Scale & Economy

Leverage Stanford’s complete scale and status for maximum cost efficiency and technology access. Design for high-growth scenarios.

Partnership

Collaborate with peers, industry and business subject matter experts to recognize and execute on high-impact opportunities.

Our Approach

UC Roadmap

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Reliability

Implement effective resiliency measures to support critical operations and user experience through geographical and technological diversity.

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Historic Unified Communications Architecture

Evolving Unified Communications Architecture

• Continue UC on-premise services where needed
• Bring your own collaboration tools
• Cross-platform integration for collaboration
• Focus on architectural principles and design
• Platform agnostic for technological agility�(e.g. Stanford Video Service powered by Zoom)
• Shape vendor offerings with partnership and�our deep technology expertise
• Rapid transition to cloud service models
• Collaborate to define technology footprint
• Unified experience for voice, video, meetings, �events, presence, chat, integrations�(Cisco Jabber/Teams/WebEx, MS Teams, Zoom, etc.)

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Our Strategy

How Will the Stanford Phone Number (DN) Evolve?

The Stanford business phone number is an increasingly important part of the identity of Stanford employees and services, supporting all work patterns:

• On premise
• Fully remote
• Hybrid premise/remote

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Infrastructure

& User Experience Milestones

SBC/policy infrastructure

Zoom security & rollout

Jabber expansion

Telehealth support

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Governance focus

Cisco UCM 12.5 upgrade

Custom UC APIs

Identity & SSO Proxy

UCaaS Prototyping

SMS Diversification

Robo Call Blocking

Soft phone adoption

Policy Routing Migration

Call verification

Zoom integrations

Zoom events

911 evolution

Carrier diversification

Identity evolution

Self service & ordering

WebRTC in Stanford app

Legacy PBX decomm

SU soft switch rollout

Spok paging decomm

Digital signage

Hybrid room systems

Contact Center

UCCE migration

Remote & mobile agent

Fonolo hybrid callback

Custom reporting

Custom data pushes

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Contact Center

UCCE migration

UCCE refresh upgrade

Avaya upgrade

Verint hybrid upgrade

Egain hybrid services

Epic integration

Service Now integration

Contact Center

Cloud migration

Virtual call & chat agents

Hybrid cloud migration

Contact Center

UCCE migration

Email & chat

Failover routing

Speech-based menus

Agent experience

Cloud Analytics

Experience surveys

Integration evolution

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Leveraging Stanford’s Public Switched Telephone Network (PSTN)

• Pilot MS Teams with Stanford PSTN

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• Pilot Integration with Zoom Phones with PSTN

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• Pilot Slack Integration with Stanford PSTN

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Opportunities for Partnership

Collaborating on a Path to Transition

Supporting Remote Workers and Remote Sites

• Plan for decommissioning of desk phones

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• Use of MRA phones for remote sites

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Business Continuity and Disaster Recovery Planning

• Collaborate on shared plans to support BC and DR

Compliance & Security

• Joint planning to support E911�
• Spam mitigation�
• High-risk data compliance�
• ISO Alignment

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Better Together

Unified user experience

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Integrated infrastructure

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Economies

of scale and educational discounts

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Institutional knowledge and understanding

end user expectations

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Seamless service across the ecosystem

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Shared benefits from an integrated Stanford infrastructure

Architecting a robust infrastructure designed to meet end user expectations

Benefits from �significant �financial and �vendor savings�

Leveraging economies �of scale, vendor �relationships, and �existing resources

Thank you

Propose�

Establish UC governance

Share SHC and SCH roadmap

Continue critical messaging planning

Technical solutions review

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