Enhancing Your Business Process    with Unified Communications                   November 2010
Quick FactsAbout Us           Approach            Partnerships• 20th Year        • Vendor Agnostic   • Microsoft Gold     ...
ExpertiseProject Management     InfrastructureCollaboration          Access & Identity Management
CDH   Talks Tech
Agenda• Unified Communications• Microsoft Technologies• Capabilities   –   Messaging   –   Voicemail   –   Telephony   –  ...
Unified Communications
Decreasing Costs                                                                                                      Savi...
Improve Business Outcomes              Improve End-User and Team Productivity                                             ...
Microsoft• Communications Server  – Live Communications Server 2003/2005  – Office Communications Server 2007/2007 R2  – L...
Magic Quadrant• Increased adoption year-  after-year. Critical telephony  improvements in Lync Server.• Exchange UM accept...
IntegrationOffice applications                               Conferencing Integration                         Office      ...
Messaging• Exchange Server• Roles  – Mailbox, Hub Transport, Client Access, Edge    Transport, Unified Messaging• Database...
Exchange 2010• Online archive• Retention policies    – Deletion and archival•   Legal hold•   Multi-mailbox search•   Role...
Voicemail• Voicemail preview   – Voice to text   – Actionable• Outlook Voice Access   – Voice commands• Protected voicemai...
Exchange ROIForrester Consulting: The Total Economic Impact of Microsoft Exchange 2010
Demo• Outlook Web• Exchange voicemail• Exchange Voice Access
Instant Messaging / Presence• Instant messaging  –   Multi-party chats  –   Access levels  –   File transfer  –   Ad-hoc m...
Presence• Presence  – Status – Available, Away, Busy, Do Not Disturb,    Offline  – Integration with other applications   ...
Unified Conferencing• With a single, easy to use interface you  can switch seamlessly between audio,  video, and Web confe...
Conferencing•   Scheduled or ad-hoc•   PSTN conferencing•   Outlook add-in•   Meeting client    – OCS/Lync client    – Liv...
Components                    •   Handles the IVR for the user join flowConferencing Auto                    •   Joins the...
Demo• Communicator client  – Multi-party chat  – Presence  – Access levels• Live meeting  – Outlook add-in  – Live meeting...
Telephony• Scalable Voice-over Internet Protocol  (VoIP) solution allows users to place,  receive, forward, or delegate ca...
• Enterprise voice• Remote call control• Communicator client  – Simultaneous ringing  – Call forwarding• Mediation service...
Response Group•   Hunt groups and basic IVRs•   Integration with OCS presence•   Agent anonymity•   Announcements•   Speec...
Lync Server 2010
Management•   PowerShell•   Role based access control (RBAC)•   Control Panel•   Improved alerting and reporting    – Repo...
Instant Messaging• Activity feeds• Conversation history• SharePoint based  skill search
Meeting• No more Live Meeting• Clients   – Communicator   – Attendee     console   – Reach server• Asynchronous  viewing• ...
Voice•   Call quality attendant / In-call quality feedback•   Call admission control•   Media bypass•   E911    – Location...
Architecture• Mediation server co-location   – From 1-to-1 to many-to-many• A/V Conferencing pool• Topology Builder• Centr...
High Availability• DNS load balancing   – Supports draining of servers• Survivable Branch Appliance  / Server   – Medium b...
Demo•   Lync client     – Integrated conferencing     – Activity feed, conversation history•   Attendant console•   Integr...
Thank YouRoyal Oak                   Grand Rapids306 S. Washington Ave.      15 Ionia SWSuite 212                   Suite ...
plantemoran.com        Understanding & Applying Unified Communications        C/D/H Customer Briefing
Confusion in the Market   Many is often    “UC” means sold           products     Integrated VM                        Ch...
UCUnified Communications
What is Unified “Communications?”“Communications integrated to integration of“Unified Communications is the optimize busin...
The UC Continuum
Three Stages of UnificationU-Infrastructure   U-Applications         U-Processes   IP Telephony      Conferencing       ...
The UC Continuum   UC-Infrastructure Consolidate          Merge                  Collapse Voice/Data Cabling   Voice and ...
The UC Continuum   UC-Applications       Focus: User productivity tools           Enhance Personal Productivity        ...
The UC Continuum   UC-Processes:       Focus: Integrate/automate communications        input/output in response to a bus...
CEBP – How do we get there?
Process Optimizations   “Human Latency” in the business process   Examine operations, business processes, and    workflo...
Process Optimization Problem IdentificationBeginning   A          B           C            D   End                It has a...
Process Optimization Problem Identification                Human LatencyBeginning   A       B           C   D   End
Process Optimization Problem Identification                 BottlenecksBeginning   A    B         C   D   End            A...
Process Optimization Solutions            Finding Solution to alleviate HotSpotsBeginning   A               B         C   ...
Process Optimization Solutions                And optimize the processBeginning   A        B           C         D   End
Process Optimizations   CEBP is about removing (or minimizing) human    effort, understanding, action, remembering – to  ...
UC Driven Process       InventoryX X X        Y Y YX X X        Y Y YX X X        Y Y YX X X        Y Y YX X X        Y Y Y
Process Optimizations1   Review and assess key business processes – are any    being impacted by communications    bottlen...
Process Optimizations4   Identify what could be done (what tools could be    used) to resolve or mitigate the “hotspot”5  ...
Process Optimizations7   Determine which process(es) would be the best    candidate(s) for employing CEBP8   Verify a part...
Process Optimizations10 Conduct training11 Conduct a post-implementation review to assess    outcomes
Communications Enabled Business Process
CEBP – Example #1   Communications-Enabled Web Site       B2C           Add Click-to-Call / Click-to-Chat to customer-f...
CEBP – Example #2   Voice-Enabled Portals       Hospitality           Adding voice services to in-room Web terminals   ...
CEBP – Example #3   Communications-Enabled Kiosks       Retail Malls           Customers can look up stores/products   ...
CEBP – Example #4A   Interactive Notification Services       Phone calls, SMS message delivery, and email        notific...
CEBP – Example #4B   Interactive Notification Services       Examples:           Airlines: Notify customers of delayed ...
CEBP – Example #5   Internal Business Process       Old Way: Try to reach a party by name or        phone number       ...
CEBP – Example #5A   Internal Business Process       Financial Services:           A general financial advisor on a cus...
CEBP – Example #5B   Internal Business Process       Sales Force Automation:           A salesperson needs to offer an ...
CEBP – Example #5C   Internal Business Process       Telecommunications:           A Level 1 support rep is contacted b...
Thank You!
Ted MalliresPlante & Moran248.223.3340ted.mallires@plantemoran.com
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Enhancing Your Business Process with Unified Communications

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Unified communications is about integrating real-time or near-real time unified messaging and collaboration solutions.

But don't get confused. It's a lot more than making a call over your computer or checking whether someone is on the phone before you make a call.

It’s about looking at how things are done, and doing it better.

View the presentation, delivered as part of C/D/H's Technology Briefing Series, and find out more about Communication Enhanced Business Process and Microsoft Lync.

Contact C/D/H for more information about this and other topics – or check our blog at www.cdhtalkstech.com for tips on UC and other technologies.

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Enhancing Your Business Process with Unified Communications

  1. 1. Enhancing Your Business Process with Unified Communications November 2010
  2. 2. Quick FactsAbout Us Approach Partnerships• 20th Year • Vendor Agnostic • Microsoft Gold • Central Region Client• Grand Rapids & • Non-reseller Experience Award Winner Royal Oak • Professional • VMware Enterprise• 25 Staff Services Only • Cisco Premier • Novell Platinum • Citrix Silver
  3. 3. ExpertiseProject Management InfrastructureCollaboration Access & Identity Management
  4. 4. CDH Talks Tech
  5. 5. Agenda• Unified Communications• Microsoft Technologies• Capabilities – Messaging – Voicemail – Telephony – Instant Messaging / Presence – Unified Conferencing• Architecture• Summary
  6. 6. Unified Communications
  7. 7. Decreasing Costs Saving up to Reduce Travel Expenses 40% Saving up to Reduce Telephony and Audio Conferencing Charges 40% Lower Real Estate and Facility Costs Saving up to 40% Lower Messaging and Voice Mail Costs Saving up to 40% Reduce Cost of Communications Systems Saving up to 50%Note: See the Achieving Costs and Resource Savings with Unified Communications White Paper for details.
  8. 8. Improve Business Outcomes Improve End-User and Team Productivity Up to 30 min/day Complete Projects Faster Up to 10% Shorten Sales Cycle Up to 20% Resolve Customer Issues Faster Up to 20% Attract and Retain CustomersNote: Results are based on actual Microsoft customer evidence and a composite case study of a 4,000-person company developed from interviewing 15 companies. Pleasesee the “Total Economic Impact™ of Microsoft Unified Communications” white paper issued by Forrester Research.
  9. 9. Microsoft• Communications Server – Live Communications Server 2003/2005 – Office Communications Server 2007/2007 R2 – Lync Server 2010• Exchange Server – Exchange Server 2007 – Exchange Server 2010
  10. 10. Magic Quadrant• Increased adoption year- after-year. Critical telephony improvements in Lync Server.• Exchange UM acceptance and maturity. Outlook Voice Access.• Collaboration and desktop strength / emerging real-time communications.• Flexibility in deployment configurations.Gartner: Magic Quadrant for Unified Communications
  11. 11. IntegrationOffice applications Conferencing Integration Office Exchange Communications Server Server Active DirectorySharePoint Telephony Integration
  12. 12. Messaging• Exchange Server• Roles – Mailbox, Hub Transport, Client Access, Edge Transport, Unified Messaging• Database improvements• High availability – Database availability groups• Security – AD RMS integration
  13. 13. Exchange 2010• Online archive• Retention policies – Deletion and archival• Legal hold• Multi-mailbox search• Role based access control (RBAC)• Exchange Control Panel• Enhanced integration with Exchange Online
  14. 14. Voicemail• Voicemail preview – Voice to text – Actionable• Outlook Voice Access – Voice commands• Protected voicemails• Auto attendant – Custom menus, greetings, business and holiday schedules• Call answering rules
  15. 15. Exchange ROIForrester Consulting: The Total Economic Impact of Microsoft Exchange 2010
  16. 16. Demo• Outlook Web• Exchange voicemail• Exchange Voice Access
  17. 17. Instant Messaging / Presence• Instant messaging – Multi-party chats – Access levels – File transfer – Ad-hoc meeting – Desktop sharing – Public IM Connectivity (PIC) – Federation
  18. 18. Presence• Presence – Status – Available, Away, Busy, Do Not Disturb, Offline – Integration with other applications • SharePoint • Outlook • Exchange – Outlook Web• Presence information – Level of access – Status updates
  19. 19. Unified Conferencing• With a single, easy to use interface you can switch seamlessly between audio, video, and Web conferencing and desktop sharing.
  20. 20. Conferencing• Scheduled or ad-hoc• PSTN conferencing• Outlook add-in• Meeting client – OCS/Lync client – Live Meeting client/Attendee console – Web client/reach client• Meeting lobby
  21. 21. Components • Handles the IVR for the user join flowConferencing Auto • Joins the user to the conference Attendant (CAA) • Plays music if conference hasn’t been activated • Handles prompts played to a user/group of users in their Personal Virtual language Assistant (PVA) - You’ve been muted/unmuted, help, roll call • Handles prompts played to ALL users in the conference in their Group Virtual language Assistant (GVA) - Entry/Exit announcements
  22. 22. Demo• Communicator client – Multi-party chat – Presence – Access levels• Live meeting – Outlook add-in – Live meeting – Roundtable
  23. 23. Telephony• Scalable Voice-over Internet Protocol (VoIP) solution allows users to place, receive, forward, or delegate calls right from their PC, desk phone, or mobile phone.
  24. 24. • Enterprise voice• Remote call control• Communicator client – Simultaneous ringing – Call forwarding• Mediation service• PSTN Gateway• SIP trunk
  25. 25. Response Group• Hunt groups and basic IVRs• Integration with OCS presence• Agent anonymity• Announcements• Speech recognition and TTS• Music on hold• Basic CDRs
  26. 26. Lync Server 2010
  27. 27. Management• PowerShell• Role based access control (RBAC)• Control Panel• Improved alerting and reporting – Reports on monitoring server – SCOM pack more accurate with synthetic transactions – Actionable alerts
  28. 28. Instant Messaging• Activity feeds• Conversation history• SharePoint based skill search
  29. 29. Meeting• No more Live Meeting• Clients – Communicator – Attendee console – Reach server• Asynchronous viewing• DTMF commands• HD Video
  30. 30. Voice• Call quality attendant / In-call quality feedback• Call admission control• Media bypass• E911 – Location awareness• Call park• Private lines• Malicious call tracking• Unassigned numbers
  31. 31. Architecture• Mediation server co-location – From 1-to-1 to many-to-many• A/V Conferencing pool• Topology Builder• Central Management Store – Each server has replica of topology• Virtualization support
  32. 32. High Availability• DNS load balancing – Supports draining of servers• Survivable Branch Appliance / Server – Medium branch (25-1000) = SBA – Large branch (>1000) = SBS or STD Ed.• Datacenter resiliency – Primary and backup SIP registrar – Failover to backup if primary non-responsive
  33. 33. Demo• Lync client – Integrated conferencing – Activity feed, conversation history• Attendant console• Integration – SharePoint – Office – Exchange• Management – Topology builder – Control Panel – Reporting
  34. 34. Thank YouRoyal Oak Grand Rapids306 S. Washington Ave. 15 Ionia SWSuite 212 Suite 270Royal Oak, MI 48067 Grand Rapids, MI 49503p: (248) 546-1800 p: (616) 776-1600 www.cdh.com
  35. 35. plantemoran.com Understanding & Applying Unified Communications C/D/H Customer Briefing
  36. 36. Confusion in the Market Many is often “UC” means sold products Integrated VM Chat applications as a “Unified” in with “thing” you different things Filesharing buy the name IP communications Webinar Teleconferencing Speech recognition Business process integration
  37. 37. UCUnified Communications
  38. 38. What is Unified “Communications?”“Communications integrated to integration of“Unified Communications is the optimize business“Technology that connects communication andprocesses” applications intoabusiness processes”collaborationcommunication functions on common platform” www.ucstrategies.com Editor – CIO Magazine Forrester Research
  39. 39. The UC Continuum
  40. 40. Three Stages of UnificationU-Infrastructure U-Applications U-Processes IP Telephony  Conferencing  Automatic  Mobility notification of events  Presence/IM  Automatic  Third Party Call contact lists Control  Web-enabled links allowing real-time contact
  41. 41. The UC Continuum UC-Infrastructure Consolidate Merge Collapse Voice/Data Cabling Voice and data staff Voice onto the LAN Vendors Voice onto the data WAN
  42. 42. The UC Continuum UC-Applications  Focus: User productivity tools  Enhance Personal Productivity  Enhance Workgroup Productivity Jessica Young
  43. 43. The UC Continuum UC-Processes:  Focus: Integrate/automate communications input/output in response to a business process  Build communication methods directly into business processes  Communications Enabled Business Processes (CEBP)
  44. 44. CEBP – How do we get there?
  45. 45. Process Optimizations “Human Latency” in the business process Examine operations, business processes, and workflows - where are communications causing bottlenecks? “hotspots” Determine what “tools” may exist to remove or mitigate “hotspots” Can “tools” be integrated into specific enterprise operations and business processes (CEBP)?
  46. 46. Process Optimization Problem IdentificationBeginning A B C D End It has a beginning and an end
  47. 47. Process Optimization Problem Identification Human LatencyBeginning A B C D End
  48. 48. Process Optimization Problem Identification BottlenecksBeginning A B C D End A A A
  49. 49. Process Optimization Solutions Finding Solution to alleviate HotSpotsBeginning A B C D End
  50. 50. Process Optimization Solutions And optimize the processBeginning A B C D End
  51. 51. Process Optimizations CEBP is about removing (or minimizing) human effort, understanding, action, remembering – to make needed communications happen Where are the communications problems? Can we embed tools to simplify/streamline/automate the communication or action we need to occur? Automatic Alerts / Reminders / Notifications
  52. 52. UC Driven Process InventoryX X X Y Y YX X X Y Y YX X X Y Y YX X X Y Y YX X X Y Y Y
  53. 53. Process Optimizations1 Review and assess key business processes – are any being impacted by communications bottlenecks/breakdowns?2 Identify and prioritize the key business processes being affected by communications bottlenecks/breakdown3 Identify the source and impact of the communications bottleneck/breakdown
  54. 54. Process Optimizations4 Identify what could be done (what tools could be used) to resolve or mitigate the “hotspot”5 Identify what the new process would look like6 Assess the difficulty and cost to implement the change
  55. 55. Process Optimizations7 Determine which process(es) would be the best candidate(s) for employing CEBP8 Verify a partner who can help you get there9 Plan the deployment process
  56. 56. Process Optimizations10 Conduct training11 Conduct a post-implementation review to assess outcomes
  57. 57. Communications Enabled Business Process
  58. 58. CEBP – Example #1 Communications-Enabled Web Site  B2C  Add Click-to-Call / Click-to-Chat to customer-facing web sites  Reduce customer abandonments  Improve customer satisfaction  Pass customer account information to agent  Faster service  Avoid annoying the customer with redundant requests
  59. 59. CEBP – Example #2 Voice-Enabled Portals  Hospitality  Adding voice services to in-room Web terminals  Free VoIP calls to restaurants, theaters, sporting events  Improve customer experience  Ad revenues from participating business partners  Healthcare  Adding voice services to in-room Internet  Telephone calling  Access to hospital services  Conferencing distant family members
  60. 60. CEBP – Example #3 Communications-Enabled Kiosks  Retail Malls  Customers can look up stores/products  Customers can make a call to ask questions  Airports, Train Stations, Convention Centers  Customers can look up hotels, restaurants, car rental agencies, taxis  Customers can make a call to set a reservation
  61. 61. CEBP – Example #4A Interactive Notification Services  Phone calls, SMS message delivery, and email notification is typically supported  Capabilities exist for customers to interact with back-office business systems and call centers
  62. 62. CEBP – Example #4B Interactive Notification Services  Examples:  Airlines: Notify customers of delayed or cancelled flights; customers can use IVR or call center agent to reschedule flight or request refund.  Credit card companies: Alert customers to unusual account activity, allowing them to verify or deny a transaction.  Brokerage firms: Notify customers when a stock reaches a pre-defined price, allowing them to confirm a sell or buy order using a touchtone phone.
  63. 63. CEBP – Example #5 Internal Business Process  Old Way: Try to reach a party by name or phone number  New Way: Callers are automatically connected to the person who is best suited to help them based on business function, skills and availability.  How: Many provide extensible presence services for contextual call routing.
  64. 64. CEBP – Example #5A Internal Business Process  Financial Services:  A general financial advisor on a customer call seeks a real-time consultation with a government bond specialist. Rather than dialing the phone number of a particular specialist, the advisor simply clicks on a government bond icon in his client application and is connected automatically to an available specialist.
  65. 65. CEBP – Example #5B Internal Business Process  Sales Force Automation:  A salesperson needs to offer an extraordinary discount to close a deal by the end of the business day. Rather than trying to manually find a manager who can approve the discount, the salesperson initiates an approval action directly from his sales force automation application and is automatically connected to an available sales manager authorized to approve the requested discount level.
  66. 66. CEBP – Example #5C Internal Business Process  Telecommunications:  A Level 1 support rep is contacted by a customer with a network problem. As the support rep documents the problem a portal is opened showing the available technical engineers qualified to take this call. The support rep can click to start an IM session or add the engineer to the call.
  67. 67. Thank You!
  68. 68. Ted MalliresPlante & Moran248.223.3340ted.mallires@plantemoran.com

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