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Unified Communications

Unified Communications

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Unified Communications

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  1. Unified Communications Karen Jellow Outside Consultant – ATAC UC Practice

  2. Agenda • Unified Communications Overview • What is Unified communications? • What is driving the market? • Presence – The new dial-tone • Unified Communication Solutions • UC solution for the office worker • UC solutions for the mobile and remote workers

  3. MoreCompetitive MoreChange MoreVirtual MoreComplex MoreMobile Complex Virtual Enterprises … Change is Rapid …and Inevitable • Rapid increase in non-office based workers, teleworkers and remote workers • 91% work either in branches or remote • 58% companies consider theirs to be a virtual workplace today • 89 of top 100 US companies offer telecommuting • 67% US executives believe it is critical to be available 24/7 for customers • Increased collaboration and interoperability requirements across organization and supplier boundaries • Real-time: IM, Voice, Video, and Web Conferencing • Collaboration Applications – Wikis, WEB 2, Blogs, Podcasts and Social Networking • Business continuity planning is a harsh reality

  4. The Mobile Workforce Is Growing Rapidly • 33% of the US workforce is (semi-)mobile: ~50 million people • Every enterprise has some applicable workers Where They Spend Their Time Main Office / at the Desk on PC Mobile Office / on the Road or offline Remote Office / at Home or off-Site Industry Function Manufacturing, FIRE, TCU Management, Mobile executives 25% 57% 18% Manufacturing, FIRE, TCU, Wholesale Sales & service personnel 20% 65% 15% Who They Are 60% 28% 12% Professional Services Consultant, accountant FIRE: Finance, Insurance & Real Estate TCU: Transportation;Communication & Utilities Source: US Government Labor Statistics

  5. Employee Satisfaction • Survey on Worker Criteria for Selecting Employer • Higher Salary Than Competitors = 46% • Telecommuting / Flexible Schedule = 33% • Everything Else = LOWER • Productivity • British Telecom found productivity rose 31 percent due to lack of disruptions, stress and commuting… • Commuting • Total Commute Time • 56 minutes per day • 233 hours per year • Gas Expenditures • more than $3.00/gallon

  6. Green Initiatives • When You Drive to Work.. • Carbon Rate = 0.3 Tons per 1,000 miles • 100 Workers = 70,000 miles per year • Tons of CO2 = 210 • Legislation • Section 359 of Transportations Appropriations Act (US) of 2001 directed all federal agencies to support teleworking • Commute Trip Reduction Law (Seattle) penalizes companies for not reducing year-over-year average employer commute times • Central London congestion charge imposes fees on motorists in downtown areas • Workplace Parking Tax (proposed)in Londonencourages use of public transport and telecommuting, by charging employers a tax on each parking space

  7. Employer Agility • Business continuity planning is driving teleworking as a “contingency” solution • The same solutions that support teleworking enable employees to work from home or alternate locations in the event of an emergency/disaster • Teleworking programs helps ensure capabilities are in place ahead of time

  8. Multiple devices Multiple interfaces Constant multitasking Remote Team Members Global Staff Collaboration Virtual teams Customers Suppliers Quick responses Multiple media Mobile employees Regional Offices Customers Information overload Work / life balance Your people are working harder … but are they more productive? Today’s “Unproductive” Workforce

  9. What Is Unified Communications? The integration of real-time communications, non-real time communications and business applications, in a platform that provides users with presence information and a consistent interface regardless of location, device type or communication mode.

  10. How Vendors view Unified Communications

  11. Presence Can Be the New Dial Tone… “Presence will become the dial-tone for the 21st century” - Wainhouse Research But Requires Real Time Comms Focus • Reliability, scalability, security are imperative • Interconnect both within and between organizations • Users need automatic aggregation and availability rules • Transform raw presence into actionable business information • Multi-vendor cooperation and open standards are critical – applications, end points, and devices must be well coordinated

  12. Evolution of Presence • Presence in multimedia communications is not new • Basic presence has been available on phones and mobile devices • Presence incorporated in conferencing/collaboration • Rich “skill-based” presence is an integral part of contact centers • IM introduced Presence to the broader enterprise • A key business communications enabler, but presence > IM • Customers now seeking deeper business value • New productivity through Unified Communications • Simpler user experiences for users across many devices/interfaces • Agility through Communications Enabled Business Processes • Rich, Reliable Presence is the cornerstone

  13. Enterprise Voice Clients Desktop Enterprise IM Public IM Communication Devices Network Apps Calendar LAN User PC Wireless GPS • User presence states • Basic channel availability • Presence policies • User presence states • Basic channel availability • Presence policies • User presence states • Basic channel availability • Presence policies • On hook/Off hook • Calendar • Activity • User context • Location • Proximity • Activity The Challenge of Many Sources of Presence • Information is siloed and standards sporadically applied • Presence information is incomplete and not actionable • IM is ubiquitous but unreliable • Performance not tuned to real time communications

  14. Speech Internet Services Mobile Wireless The Value of Aggregated Presence Customer Contact Satisfaction, Loyalty Unified Communications Productivity Collaboration Speed, Efficiency Communications EnabledBusiness Processes Agility, Process Acceleration Availability, reachability, and policies Automated Rich Presence Aggregation In conference call@ Office Phone Online “away” @ OCS In meeting (Calendar entry) Location @ Mobile Device IP Telephony Voice Messaging Desktop Environments Telematics

  15. Applications for Presence • Customer Contact • Resident Expert - grouped by resource skill-set, view availability across multiple channels • Presence-Based Routing - IVR routing based on availability & profile matching • Enterprise / IP Telephony • Presence-Based Routing - inter and intra-branch routing based on availability and skill matching • SIP end points rendering contact list availability and supporting IM chat • Unified Communications / Collaboration • Social presence and mobility: adaptive collaboration based on relevance, proximity, skills, rankings, location, etc • Personal Agent – user and business specific rules to automate communications handling based on presence and availability • Enhanced productivity – user decisions driven by presence and availability • CEBP • Event Notification: Notify and contact resources based on proximity, availability

  16. Unified Communication Unified Communications Leads to Improved Business Outcomes • Collaboration • Work Flow • Decision Making • Social Network • Customers • Simplification • Availability • Responsiveness • Productivity • Speed & Execution • Effectiveness & Efficiency • Content and Context • Cost • Collaborative & Mobile Expenses • Customer control & retention • Opportunity costs

  17. Business Drivers for Unified Communications Business Continuity Mandate - 80% customers interviewed had active program Enhanced Customer Experience - 77% of Enterprises invest to be responsive to Customers Support Mobile Sales/Work Force - 61% have a plan in place Save Money 54% of employees cost are facilities based 60% of mobile calls are made from the office Results from Web based focus groups, blind independent study commissioned by Avaya, and Aberdeen Dec 2006.

  18. Gartner: 80% probability that by 2010 businesses that implement unified communications will have competitive and revenue benefits over those who haven't. UC Applications are a priority … don’t get left behind

  19. The Challenge - How to develop and deploy the right UC Strategy for your organization! • Communications vendors are pushing into the collaboration space as vendors like Cisco, Avaya and Alcatel offer collaboration functionality.* • Collaboration vendors are edging into communications, as suppliers like IBM, Microsoft, AOL and Yahoo offer voice and messaging. • Existing IT organizational models are coming under strain as previously distinct areas increasingly overlap. “UCC is the juncture where the market for communications overlaps with the collaboration market”. Source: Gartner-”The New Market for Unified Communications and Collaboration”, Publication Date: 23 November 2007

  20. Choice of devices • Consistent user experience • Transparently integrate work modes • Centralized control & policies LAN Cellular BusinessCommunicationsApplications/Services Presence Messaging IP Telephony ContactCenter AES/SES Conferencing In-bldg Wireless Broadband One User Experience, Any Network, Any Device Desk Worker Mobile Worker Campus Roamer Teleworker

  21. Unified Communication for the Office Worker Presence Telephony Instant Messaging Messaging Conferencing

  22. …Maximizing the Value of Your Email and IM applications Integrated Clients – Enhancing worker productivity

  23. Unified Messaging • Email, voice mail, faxaccessible simultaneously • Flexible access enhances productivity • via touch-tone based menu • via email client • via browser • via speech client • Notification options supportfaster responses to customers& colleagues • MWI, Call Me, Notify Me, Find Me

  24. Integrated IM Clients • Quicker, more intelligent access to colleagues / greater efficiency • Status info (presence) • Multiple modes of contact • Enabled telephony • Click to Call , Click-to-Conference • Escalate IM to call, Conference • Phone & MOC stay in synch • Presence is shared • Remote Call Control - Hold, Transfer, etc.

  25. When you leave the Office: The Commute

  26. Extension to Cellular: • One Number / One Voicemail • Maintain your corporate identity while out of the office for both inbound and outbound calls • Calls missed on your mobile device are routed back to the corporate voice mail system – No more checking multiple mailboxes for missed calls • Simulring • Ring multiple devices when your office phone rings to minimize missed calls and increase responsiveness • Seamless transition between Office Phone & Mobile Device • Minimize the use of cellular minutes in the office by easily moving cellular calls to your office phone • Supports all mobile devices

  27. Extension to Cellular Incoming Calls: One Number / One Voicemail and Seamless Transition between Office/Mobile

  28. Without Dial-by-PBX With Dial-by-PBX Extension to Cellular Outgoing Calls: Leveraging Telephony Infrastructure to maintain corporate identity and control costs • High cost • No PBX feature access • Not leveraging infrastructure • Low cost • PBX feature access • Leverage infrastructure Cellular IP Call Deskphone Caller ID Wi-Fi* *Requires one-X Mobile Dual Mode

  29. ‘Make a call.’…to one of your contacts, somebody within your corporate directory or simply speak the number you want to call! • ‘Schedule a reminder.’…and let yourself be called at any number and reminded, so you won’t forget any of your tasks or appointments! • ‘Send a message.’…to a contact, to a voicemail mailbox or somebody within your corporate directory. • ‘When am I free today?’…keep track of your time wherever you are! • ‘Follow Me!’…and have allyour calls flexibly forwarded to you wherever you are. • ‘Read my messages.’…voicemail and/or email.Filter by status or by sender. You can reply, forward, delete, … Speech Clients: Effective Message, Calendar, and Contact Management

  30. When workers can not get to the Office! Thin (browser –based) UC Clients • Simple for users …Easy to use …Any PC any phone …Easy to access …Everything in one place …Work from anywhere • Simple for IT… no software to deploy • Enhanced day-to-day communications • Business Continuity

  31. Unified Communication _ Browser based Client Telephony Personalized Extension to Cellular ActiveCommunications ConferenceManagement History VoiceMessages DirectoryIntegration • Web-based meets IT need for smaller PC footprint Use in the office or remote Strengthens business continuity capability • Users simplicity - one common interface fortelephony, messaging, conferencing

  32. Easy to Deploy and Manage for Administrators • Avoids problems with PC desktop environment • Server-based, easier to update and patch • Integrates with Active Directory for automatic provisioning • Avoids placing "unmanaged devices" virtually on the LAN • Supporting VPN software on non-corporate PCs • Allowing non-corporate PCs to have VPN access to network • User access is via simple web URL

  33. Dual Connect PC Only Shared Flexible Modes of Operation Call Control Call Control Call Control Call Control Voice Voice Voice In the office Internet Only Virtual Office Maintain enterprise identify for all inbound/outbound calls

  34. Telephony Features • Directory dialing from portal • Multiple Call Appearances • Call logs • Dial bar in Windows taskbar • Highlight any number and click-to-dial • Consultative and Single-Step Conference and Transfer • Send all calls • Hold

  35. Messaging • Indications of Newly Arriving Messages • MWI • List of Voice Messages • Aggregated Mailboxes • Click-to-Call • Click-to-Search • Click-to-Forward to email • Click-to-Play • View / Print faxes

  36. Mobility • Enable/DisableExtension to Cellular • Modify find-me numbers • Various Work Modes • Normal • Find Me • Forward • Do Not Disturb

  37. Conferencing • See all participants(Caller ID, name where mapped) • Identification of the active speaker / noisy line • Identification of participant audio mode (muted / unmuted) • Mute participants • Drop participants • Invite new participants

  38. Road Warrior Teleworker Contact Center IP Telephony Messaging SIP Conferencing Home Phones, PC’s & VoIP Mobile Devices Campus Nomad DECT, WI-FI Unified Communications for the Mobile and Remote Worker

  39. Mobility is a key requirement but comes with challenges Business Requirement Business Challenge • Businesses need to support a flexible workforce that spendsan increasing amount of time outside the office • Businesses want workers to be more productive outside the office • Businesses want to increase customer satisfaction viaimproved responsiveness • Workers need access to office voice and data capabilities • Out of the office can mean decreased responsiveness and productivity • Productivity requires mobile infrastructure and management and associated costs • Additional devices and phone numbers can add complexity and still result in missed calls • Current mobile solution do not provide access to enterprise grade communications

  40. UC Applications for Mobile Devices:Extending Unified Communications to the Mobile Worker • Enhanced Call Routing Options • Route incoming calls by Schedule, Location or via quick entry feature • VIP Screening • User controlled presence minimizes interruptions • Visual Voicemail • Local access to voicemail messages • Review messages from GUI to increase responsiveness • Synchronizes with Corporate Modular Messaging Platform • Access to Corporate Directory • Search and click to dial functionality • Broadest Mobile Device Support • RIM, Palm, iPhone, J2ME and WAP environments

  41. Callers dial one number Incoming Calls:One Number / One Voicemail and call routing from the mobile device Receive calls on the selected phone 2 1 Via a BlackBerry, Treo, Mobile Phone, choose the device on which you’d like to receive enterprise calls …the call is sent to the selected phone HomeOffice Enterprise Voicemail Office Extension Mobile Phone • Why it’s valuable: • It’s mobile • You control presence • Compliance • Manage turnover • Reduces costs: 30% of mobile calls take place in office

  42. VIP Screening:Minimizing interruptions – Prioritizing Communications Block Non-VIP Callers 1 …receive calls VIPs only 2 …answered directly by voicemailwith no interruption Unknown personcalls or Non-VIP calls… Client calls… …your phone rings

  43. Visual VoicemailBetter manage and prioritize message – locally Listen to new and saved voice messages directly from the mobile device 1 2 3 View an email-like inbox of received corporate voicemail messages with contact information, length of message, and time of message Select one or more messages within the inbox to save, delete,or hear Hear the message(s) immediately without dialing into the enterprise voicemail platform* • Why it’s valuable: • No need to navigatetouch-tone maze • It’s visual and its dynamic • Reduces costs

  44. Corporate Directory & Call BackSearch Corporate Directory and click to dial via office extension Search the Corporate Directory 1 one-X Mobile Corporate Directory Search Criteria Search Results Desktop phone initiates a call to designated phone,then to the selected person 2 • Why it’s valuable: • Company directory available while remote • Money: savings on roaming and international calls • Compliance First Second Desk phone automatically calls…

  45. Synchronized Call LogsView all calls made to and from desk extension and remotely initiate callback Call Logs 1 2 Desktop phone initiates a call to designated phone, then to the selected person First Second Desk phone automatically calls…

  46. Full-function rich telephony (softphone), including find-me, forwarding, message waiting Integrated Video Visual voice mail and Fax Presence Click-to-dial, email, and drag-and-drop calling and conferencing Easy access to and searching of contacts, call history, and IM history Optional integration with other desktop applications Microsoft Outlook, Office Communicator Lotus Notes/Sametime Click-to-conference Unified Communications Applications for EnterpriseSimplifies access to voicemail, presence, directories, & call control, video