P1247176263KARgB

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December 7, 2004 SIM Philly Workshop
PBX IN THE CLOUD The GMACCH VoIP Experience
Niraj Patel, CIO and EVP GMAC Commercial Holding
Corp.
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Technology A Strong Force at GMACCH

• GMACCH success in financial services has
  been facilitated by three core IT principles
• - business innovation drives business
  success
• - technology changes all the time
• - IT brand supports the business brand
• The Yankee Group

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Technology Value Creation at GMACCH
Initiation by industry pivot point, GMACCH pain
point, and/or business process discontinuity
Business innovation
Productivity insights
Global IT Leadership
Enhanced business value
Technology innovation / investment
Enhanced technology value
Strong business-IT alignment, strategic
governance, IT brand are central to sustaining
success
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Validating the INTRA-PRENEURSHIPTwo Data Points

• The paperless initiative Epitome
• Speech enablement

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VoIP Consumer and Corporate Acceptance Rising

• VOIP has very much been in the Dilbert stage
  in the past, but now its moving to the Dagwood
  stage
• CTO, Cisco

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GMACCM Service Delivery Vision
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Hosted Communications 101
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Why Hosted PBX at GMACCH?

• Industry lacked true enterprise value
• LD bypass only one factor
• No comprehensive offerings available
• Natural extension to technology needed, along
  with operational consolidation strategies
• Physical equipment had to be removed to achieve
  centralized leverage
• Risk needed lowering
• Regulatory
• Operational
• Capital expenditure
• Consistent platform

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GMACCH VoIP-Enabled For Some Time

• International MPLS Network deployed
• Global network covers 90 offices
• Next generation network infrastructure delivers
  the efficiency and cost savings inherent with IP
  architecture
• Operational convergence realized
• Centralized processes to manage large volumes of
  traffic at significantly lower costs in place
• Data has met telecommunications

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GMACCH Hosted Voice Platform
Enhanced LEC Point of Presence
Enhanced LEC Point of Presence
Softswitches
GMACCM Network Operations Center Broadsoft Class
5 Softswitch
MediaGateways
NetworkGateways
PRI
IMT
Masergy IP MPLS Network
LocalExchangeSwitch
Broadband Access
IP PhonesPC Clients
KTSPBX
Broadband User Access
GMACCH Branch
GMACCH Branch with Key System
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VoIP Milestones at GMACCH

• Localized Speech Auto Attendant May 2000
• Global MPLS network implemented January 2002
• Foundation for converged communication platform
• Voice Trunking January 2002
• International and Domestic
• IP PBX Deployment March 2002
• Limited soft phone/IP phone deployment
• Lacked geographical virtualization
• International VoIP termination January 2003
• Global Speech Auto Attendant March 2004
• Ensures leverage of VOIP
• Centralized infrastructure

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VoIP Milestones at GMACCH

• Softswitch Implemented July 2004
• Full feature hosted solution
• Geographical virtualization
• Next Generation Trunking
• - SIP Origination
• Direct Outward Dial September 2004

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QOS At the core of the Network
Wide Area
Bridged DLCRouted IPXRouted IP
Pure IP with QoS
Routed IPXRouted IP
IP only
Intl MPLS(1)T1/DS3/E1/E3Fully Meshed
Intl Frame RelayFractional T1/E1Spoke Hub
Frame Relay 56KB Spoke Hub
Frame RelayFractional T1Spoke Hub
(1) MLPS Multiprotocol Label Switching
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VoIP Technology Evolution at GMACCH
Switch Architecture
Router-based VOIP modules
PBX ITG VOIP cards (homogenous topology)
VOIP PBX
Softswitch
OffNet Termination
DoD (Direct Outward Dial
SIP Origination and Termination
Trunking
VoIP Deliverables
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VoIP Value Proposition

• Enterprise wide standard communications
  platform
• Single system for communication
• Links all employees and locations without
  geographic limitations
• Improved service assurance
• Carrier-grade performance, survivability,
  business continuity, risk management
• More effective employees
• Speedier project execution, reduced travel,
  enhanced collaboration
• Tele-worker/mobile support find-me,
  follow-me
• Improved total cost of ownership (TCO), ROI
• Converged access aggregation savings
• Open standards lower cost equipment
• Web-based self-service management
• On-net voice calling lower long distance

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Speech An Early Application
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Monetizing the VoIP Opportunity

• Special Servicing
• Increase property revenue with hosted VoIP
  offering
• Return property to performing state
• Asset Backed Lending
• Replace telecommunications capital expense at
  loan funding
• Accelerate franchise expansion