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UC from a Mobile Applications Perspective. Track: Leveraging UC to Optimize the Customer Experience ITEXPO West 2009, Los Angeles. Lew Roth VP Business Development. Unified Communications.

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uc from a mobile applications perspective

UC from a Mobile Applications Perspective

Track: Leveraging UC to Optimize the Customer Experience

ITEXPO West 2009, Los Angeles

Lew Roth

VP Business Development

unified communications
Unified Communications
  • ... is the integration of non real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax) with real-time communication services such as instant messaging (chat), presence information, IP telephony, video conferencing, call control and speech control
  • … is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types
enterprise pov
Enterprise POV


  • One number to be reached on
  • One voicemail box
  • All the features of desk phone and delivered to a mobile end point
  • Push out applications that access presence and messaging
  • Push out support for conferencing, video, social and professional networking

employees / customers

example enterprise centric solution
Example Enterprise-Centric Solution
  • Mobile extensions to enterprise VOIP systems
    • e.g. Cisco Mobile Connect - Unified Mobility Features
  • Single number reach and a single business voice mailbox:
    • consolidate all incoming business calls into a single business phone number, receive wherever they are working
    • stores unanswered calls in a single business voice mailbox
  • Transparent movement during ongoing calls:
    • support for dual-mode devices
    • Support users who move between wireless campus environments and external cellular network environments.
    • least-cost routing of mobile calls across the company's IP communications infrastructure while in the office.
    • transparent transition of ongoing calls from mobile phones to desk phones, and conversely
    • continue a conversation without needing to hang up even when they switch phones.
  • Other companies include – Nortel, Avaya, Alcatel Lucent, Siemens Enterprise Communications …
mobile devices and uc
Mobile Devices and UC
  • Smart Phones bring together non-realtime communications channels with realtime communications channels.
    • Phone, email, SMS, Contacts, Dialers
    • Instant Messaging, VOIP, Data Apps, video apps
  • They may not be all integrated in a unified manner but users have applications on devices that can be used individually or together.
mobile centric view
Mobile-centric View
  • All the convenience of mobile or smartphone as the initiator of services not just an end point.
  • Enterprise communication and identities only one of many managed identities from the users device and may not be the primary calling identity. User has multiple roles and associations.
  • Users want to access their personalized spectrum of web, social, and cloud-based communication services.
  • Expectation is that device becomes primary remote control for voice, data, media, and app automation.
  • OS and Applications need to support the behavior

Conflict between the user’s mobile and enterprise mobile views.

mobile os apl silos constrain uc app development
Mobile OS/APl Silos Constrain UC App Development
  • Device/OS dependent
  • APIs may/may not exist
  • APIs may be restricted to internal access
  • OS may not provide equal access for 3rd party apps
  • Multitasking may not be available
  • Device reliability/battery life trumps functionality
  • Privacy and access to user data are certification issues.











projects that have moved uc forward on mobile
Projects that have movedUC forward on Mobile
  • Accessing multiple IM networks and presence engines simultaneously from a mobile device.
  • Using presence to drive VoIP on mobile phones.
  • Using presence to drive voice and video conferencing.
  • Managing alerts on mobile devices across voice, SMS, and email.
  • Streaming and personalizing video news in near real-time to mobile devices
1 multiple im identities in a single app
1) Multiple IM Identities in a Single App
  • Converged consumer and enterprise IM identities in a single mobile UI
    • AOL, Yahoo!, MSN, Skype
    • Jabber, OCS, Lotus Sametime, Reuters
  • Enterprise-side server with unified IM protocol
  • Network gateways for aggregation of RT presence with push to device
  • Cross platform RIM, WM, Symbian, Palm and J2ME Delivery
2 adding voip to unified im
2) Adding VoIP to Unified IM
  • Adding SIP servers to IM and Presense
  • SIP (Session Initiation Protocol) based VoIP to support HD voice, video,
  • Click-to-connect requires SIP devices on both ends of the connection.
  • Service allows users to make telephone calls to other users of the client around the world.
  • Through limited connections to the PSTN, users can receive direct-dialed calls from landline users, as well as place calls to toll-free numbers in the U.S. and other countries.
  • Available on Windows Mobile as FWD
3 evolving to uc and collaborative suites
3) Evolving to UC and Collaborative Suites
  • Enterprise Grade IM
    • Integrate contacts from AIM, Yahoo!, Google Talk, MSN, Cisco's Jabber, and Reuters into one app
  • HD Audio Conferencing and Web Meetings
4 managing identities inbound across multiple communications modes
4) Managing Identities Inbound Across Multiple Communications Modes
  • Powerful rules and filters processing phone, mobile email and SMS messages puts use back in control of communications on mobile
  • Rules-based interception of inbound messages is applied to categorize and prioritize them
  • Define personal filters using rules that are automatically applied to incoming phone, e-mail and SMS messages
  • Be alerted to just what is needed through user-defined alerts to include your custom MP3 audio files

An Outlook style rules engine for message alerting

5 personalizing video news consumption
5) Personalizing Video News Consumption
  • Mobile video – Pandora for video news casts
  • Core mobile components for a cutting-edge video news aggregator
  • Support on iPhone, Android, and Windows Mobile and PC
  • Flex application for ad monitoring and reporting
  • Integration with number one social networking site. The product was launched in November 2008.
  • 1Cast.com
lots of other great uc apps on mobile phones
Lots of other great UC apps on mobile phones
  • Great Apps: VoIP
    • Available solutions
      • Truphone (WiFi),
      • iCall (WiFi)
      • Nimbuzz (WiFi, 3G announced)
    • Some are not yet available
      • Google Voice on iPhone, citing data privacy and other issues
      • Certification is uncertain
  • Is mobile ready for UC?
    • Yes. Better applications being developed all the time
    • Mobile-centric view needs to be integrated/reconciled with enterprise-centric view.
  • What type of applications are available?
    • Spectrum of UC apps including unified messaging, mobile VoiP, identity management, mobile social, video and media sharing, smart dialing, voice-to-web search, …
  • What would we like to see as app developers?
    • Opening of the API and OS silos on the devices
    • Removal of certification uncertainty at the device level
    • More freedom to build true UC solutions