Success Story. Coca-Cola Brazil integrates voice, video, collaboration, mobility and contact center services with Unify.

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1 Success Story Coca-Cola Brazil integrates voice, video, collaboration, mobility and contact center services with Unify. OpenScape UC Server allows Coca-Cola to cut costs, boost productivity and achieve more efficient communications between staff, distributors and business partners. The Task Migrate the telecommunications infrastructure of the Brazilian Coca-Cola subsidiary to a highly secure convergent voice and data system that be expanded and evolve to meet new operational or business requirements for over 1,000 users. Transform six communication centers into a single centrally managed platform that delivers cutting-edge communications, collaboration technologies, mobility and more. Modernize the Contact Center platform to support enhanced efficiency, operational flexibility and improved customer service. The Solution OpenScape UC Server and OpenScape Voice for 1,136 users. OpenScape Contact Center Enterprise for 60 users plus OpenScape Contact Center Voice Portal (IVR) with 20 channels. HiCorder Live Media (Recording Application) for 50 agents. OpenScale Professional Services and Project Management. Gateways HiPath 4000 and AudioCodes Mediant IP optipoint 410 standard telephones, 2 IP OpenStage 80 telephones for the operators desks, 85 opticlient 130 softphones. 152 analog extensions. Integration with third party voice mail system (legacy). Integration with third party charging system (legacy). The Benefits Integrated networked communications services and business applications has transformed working life for staff, and enabled truly mobile working. Migration to a single and highly resilient communications platform has delivered annualized savings of US $ 100,000 in maintenance costs and reduced incident calls to the helpdesk by 70%. Utilizing OpenScape Contact Center, Coco-Cola Brazil has introduced innovative new response and assistance services for consumers. The new unified IP telephony, communication and collaboration environment can be centrally managed and is fully extensible.

2 That s real communication Coca-Cola, the world s most well-known brand, was the idea of pharmacist John Pemberton. By changing the original formula of a medication in 1886, he created the most successful soft drink of all times. The beverage, which is sold in over 200 countries, internationalized the Coca-Cola Company. With head office in Atlanta, Georgia, the company s third largest operation worldwide is located in Brazil. The company has 34,000 direct employees, more than 310,000 indirect employees, one million sales outlets and dozens of offices and factories distributed throughout the entire country. These figures are directly proportional to the size of the company s challenge to migrate the telecommunications infrastructure of the Brazilian subsidiary to a convergent voice and data system. It was necessary to replace the voice systems that used traditional technology (TDM) installed at the head office in Botafogo and Del Castilho, both in Rio de Janeiro, and connect the network with the São Paulo, Fortaleza, Porto Alegre and Brasília offices. To transform the communication network, which consists of six different communication centers, into a single platform managed centrally and still modernize the Contact Center, Coca-Cola needed a top-of-the-line solution that could integrate the latest technologies found on the market. The innovation came from Unify, chosen because it is a global partner and because it presented the best cost-benefit with its Unified Communications tool, based on open software and standards, called OpenScape UC Server. It was the best technical and financial package, said Carlos Anciães, Coca-Cola s Technology Towers & Projects Manager for Latin America. We also considered the support structure that the Unify Network Operations Center offers, he said. Through centralized network management, the technology department could earn better visibility over what happens at the organization and transform this information into management efficiency, and consequently, cost cuts. The challenge In 2008, the Coca-Cola IT team elaborated a RFP, which, besides Unify, involved the participation of the market s main Unified Communications solutions providers. The analysis of the communication network infrastructure did not bring good news. The network management was decentralized, without IP telephony and mobility resources for users. The way it was set up, there was no room for growth, said Anciães. The equipment was over 10 years old. The installed communication center at the head office, for example, had over 17 years of useful life, he said. The executive recalls that all the possible updates were performed, but Coca-Cola was hindered by the lack of infrastructure capacity to implement new mobile communication functionalities. We formed a company basically made up of executives, he said. That is why information and mobility are key for streamlining decision making processes. The professionals needed to be always able to communicate, regardless of their location. The change was necessary and designed primarily to guarantee more efficient communication between employees, authorized manufacturers, retail professionals, distributors and business partners. Consumer assistance was also a critical point of the operation, since thousands of Coca-Cola fans consult the company. The change was necessary and designed primarily to guarantee more efficient communication between employees, authorized manufacturers, retail professionals, distributors and business partners. Consumer assistance was also a critical point of the operation, since thousands of Coca-Cola fans consult the company. Migrating directly to a native IP system was the solution chosen 2

3 by the IT team to obtain concrete results in terms of savings and boosted productivity over the short term. Coca-Cola chose Unify with the adoption of OpenScape UC Server, a solution based on the Session Initiation Protocol (SIP) and developed based on Service-Oriented Architecture (SOA), essential for integrating the communication services with the rest of the network and with business applications. OpenScape UC Server is at the heart of the communication and collaboration environment. Differently from the traditional centers that use their own hardware, the server, which is a softwarebased Unified Communication solution, allows users to include applications at any time. To begin using them, it is only necessary to activate licenses for new voice, videoconference, collaboration, mobility and unified message users, among others. At Coca-Cola, the technological migration project begins with more than 1,000 users and can increase quickly, since the solution has the scalability to serve all of Latin America. The company can increase the array of applications whenever it judges necessary. A major advantage in the case of telephony is that the extension is not connected to the desk, but rather the user. If the user has a laptop in another city, the same phone number will answer, granted that he or she is connected to the network. One of Coca-Cola s goals is to save on national long-distance calls between different sites in Brazil and, in the future, in Latin America as a whole. The administration of only one communication system should cut operating costs and contribute to reducing the TCO. The centralization of software-based Unified Communications also reduces energy consumption when compared to decentralized systems. Coca-Cola has also recorded other gains with IP telephony. The OpenStage terminal family, for example, brings different integrated communication functionalities and reduces energy consumption by 35% with the use of intelligent technology. Two of these models were installed at operators desks. The project also includes 984 IP telephones, 85 softphones and 152 analog extensions. Security First Coca-Cola s concern with network reliability was another aspect considered by Unify. Gateways with survival resources installed at all sites guarantee service continuity in case communication between the sites and data center is interrupted. The voice network equipment was updated to operate as gateways and market systems were also used, thanks to the OpenScape UC Server capacity to work with open standards. This guarantees % solution availability, explained Juliano Menegazzo, Unified Communications Business Development Manager at Unify. Before beginning the technological migration project, the Unify team assisted the Coca-Cola IT area with a network consulting (VoIP Assessment) project to incorporate the service quality levels (QoS). The solutions architect responsible for the project undertook pre-assessment activities, supported by Consultants to ensure improved reliability. One of the results obtained through the new network, now much more reliable, was the reduced number of calls to the Helpdesk. Incidents fell an average of 70%, said Anciães. In addition to reducing the resources allocated to the activity, we recorded annual savings of some US$ 100, formerly directed at the monthly maintenance cost for the old systems. Contact Center Innovation Coca-Cola increased the dynamics of its business processes by modernizing communication tools to improve the daily work routine of employees and also its consumer assistance. A recent survey by SQM Consulting Group demonstrates that the satisfaction rate of Contact Center clients is directly related to first contact resolution. With aims of increasingly improving its consumer assistance, Coca-Cola acquired the OpenScape Contact Center Enterprise application. There are 50 assistance and six supervisor positions, which can be increased when necessary. This is because, differently than traditional 3

4 solutions that require prior planning for new hardware installation, the solution is fully softwarebased and allows for streamlined expansions since it requires only the acquisition of new licenses. Coca-Cola was also innovative in its implementation of OpenScape Contact Center Voice Portal, said José Geraldo, responsible for the Contact Center segment at Unify. It is a voice portal for automatic assistance at Contact Centers. The solution uses more user-friendly electronic assistance technologies and makes intelligent use of the voice and dialing combination for users to browse its assistance menus. The new Contact Center also uses a recording tool called HiCorder Live Media, necessary for storing the record of calls made to the Consumer Assistance. Contact Center Innovation Center (SAC) every 90 days, as required by Brazilian law applicable to the sector. The capacity for integration with the legacy infrastructure was another important factor in choosing the solution. Since it uses open standards, OpenScape UC Server (base for including the Contact Center application) operates in any IT and telephony environment, including those inherited from other suppliers. At Coca-Cola, the Contact Center was integrated with the voice mail that the company used. Our main concern was to conduct the migration to the new solution smoothly and transparently for the user, said Paulo Alonso, Business Developer at Unify. Thanks to the competent project management and a high degree of interaction between the Unify and Coca-Cola teams on a national and global level, we can safely say that the implementation was a success, Alonso concluded. The secret for the fast and easy integration process lies in the way the Unify solution was built, based on the principles of Service-Oriented Architecture that allows services to be added in modules, in addition to a solid project management structure. The new fully software-based model streamlines expansions with the acquisition of new licenses, guaranteeing environment expansion control. The complete project installation, including the Contact Center, was completed within a record time of four months and the agreement includes maintenance for a three-year period. We traded the outdated centers for a 100% IP solution, said Anciães. We also changed the voice message system and upgraded the Lotus Notes electronic voice mail in order to integrate it with OpenScape UC Server over the short term. Looking Forward The alignment between the Unify and Coca-Cola project management teams made a major difference when it came to implementing the project securely and within the required timeframes, said Jonas Mariano, Project Manager at Unify. Considered a global benchmark, the technological modernization of Coca- Cola in Brazil will reap more fruits. According to Anciães, the company plans to implement the same solution at the Argentina office still this year. Unify was also invited to present the Unified Communications solutions at the annual IT Committee meeting of Coca-Cola Brazil manufacturers. I credit the project s success to the established partnership, the detailed planning and the mutual involvement, concluded Anciães. Technology has become a commodity, but the information and knowledge resulting from the data processing capacity help perpetuate and strengthen the Coca-Cola brand, an eternal market phenomenon. 4

5 About Unify Unify is one of the world s leading communications software and services firms, providing integrated communications solutions for approximately 75 percent of the Fortune Global 500. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. unify.com Copyright Unify Software and Solutions GmbH & Co. KG, 2016 Mies-van-der-Rohe-Strasse 6, Munich, Germany All rights reserved. The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify Software and Solutions GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.