 Challenges  Why UC?  Solution  Implementation  Uniqueness • 1 National Library • 3 Regional Libraries • 22 Public Libraries • 2 Data Centres • National Archive • Other Libraries 3 UC for everyone Staffs Customers / library users Partners Private Cloud Content stays within NLB Easy for everyone to collaborate 4 • Enhanced communication • Effective virtual meeting with partners • Enriched and flexible customer support 5 • Everyone is “busy” • Conventional tools work in “silos” • UC offers integration • Media-rich collaboration • Seamless experience • Technology maturity • Higher bandwidth for HD 6 Staff Multiparty Meeting room Partner UC Library User 7 • Statutory Board • On-premise solution • Virtualized platforms • Secured • Scalable • Interoperable • Ease of use 8 Contact Centre Soft phone UC Web Conferencing Roombased Conference 9 VPN Staff @ Work Staff @ Home UC Internet PSTN Staff in Office Partner 10 PSTN Roving librarian Contact Centre Home user Contact Centre Digital Concierge in Library 11 12 13 • Presence in Outlook • Place call • Schedule Web‐conference 14 15 • “Eat our own dog food” • Different handsets • Client settings • Phone numbers 16 • Firewall rule • QoS / prioritization of network traffic • PoE / Power over Ethernet • LAN / Data point • Buy-in from Management • Staff training 17 • Retain phone numbers for key services • Transition (analogue -> softphone) • Remove analogue lines • Cost saving • Increase productivity • Cross-platform collaboration • Anytime, anywhere, anyone 18 • Analogue line as contingency (key services) • Utilising backup server (load-balance) • On-site clinic • Best practices • Monitor usage • Encourage usage 19 • Soft-phone, Headset, IP phone • Learning curve • Cultural change • Technical fine-tuning 20 • POP Phone 21 • Softphone to Room-based VC • External clients to Room-based VC (secured gateway) • Softphone on staffs’ mobile device (secured gateway) 22 • Understand Business requirement • Adopt the right tool • Solicit Management support • Strategize the deployment • Engage users for continuous improvement 23 24