plantemoran.com        Understanding & Applying Unified Communications
Confusion in the Market   “UC” means different        Integrated VM    things                    Chat applications   Man...
Today’s Discussion   Define UC   Identify major UC applications (“tools”)   3 primary ways UC can be purchased /    rol...
UCUnified Communications
What is Unified “Communications?”“Unified Communications is the integration ofcommunication functions into business proces...
The UC Continuum
Three Stages of UnificationU-Infrastructure   U-Applications         U-Processes   IP Telephony      Conferencing       ...
The UC Continuum   At its lowest level, UC serves to join    multiple types of communications to:       Consolidate infr...
Separate Networks             Phone Network             Data Network
Combined Networks            Data and Voice
Implications   Lowest levels of UC is an IT project focused on    voice and data infrastructure Consolidate          Merg...
The UC Continuum   At a moderate level, UC serves to join    communication applications to:       Enhance Personal Produ...
Implications   Moderate levels of UC is typically focused on    deploying user productivity tools:       Presence      ...
The UC Continuum   At its highest level, UC incorporates    functionality to:       Build communication methods directly...
Implications   High levels of UC are often concerned with    integrating some form of communications    input/output in r...
Implications   At the highest levels, vendors are not in a good    position to address this UC functionality       They ...
The UC Continuum   Thus, all the confusion…       Vendors/Media often over simplify UC as a        “thing you buy” rathe...
The UC Continuum   Thus, all the confusion…       Vendor’s naming conventions often build        “Unified” into their pr...
What is Driving UC?
Communication Overload
What is driving UC?   As telephone systems come up for    replacement, UC capabilities are the    newest feature sets to ...
What is driving UC?   Organizations are trying to figure out       How to solve communication problems           Bottle...
UC Toolsets
Main Categories of UC Toolsets  Contact Management            Messaging  & Directory Services  Conferencing &         Mobi...
UC Toolsets                          Presence                          IM/Chat                          Click to Call  ...
UC Toolsets   Presence       Real time status – who is on-line and available?           The “dial tone” of the future  ...
UC Toolsets   Instant Messaging       Enterprise-grade/Enterprise-wide Instant        Messaging       Security and Priv...
UC Toolsets   Third-Party Call Control       Activation of telephone features by point/click           Click to Call   ...
UC Toolsets   Synchronized Directory       Single user identity to tie together           Email address           Offi...
UC Toolsets                    Integrated audio                     conferencing                    Integrated web confe...
UC Toolsets   Conferencing & Collaboration Tools       Audio conferencing (including call in “bridge”        service)   ...
UC Toolsets                         Unified Messaging                         Live reply/call return of                 ...
UC Toolsets   Unified Messaging       One in-box for email, voice mail – even fax       Unified message notification fo...
UC Toolsets   Advanced Call & Message Management       Desktop call screening (rules for screening        inbound calls)...
UC Toolsets                             Single number service                             Voice commands                ...
UC Toolsets   Mobility Tools       Single Number Service           Office Number routes to “hidden” cell number        ...
UC Toolsets   Speech Access & Personal Assistant       Voice Recognition / Natural Speech commands       Speech command...
UC Toolsets   Remote Telephony Access       Soft Phone (Laptop/PC with headset/microphone)           VPN over Broadband...
UC Toolsets   What appears to be readily adopted?       Instant Messaging       Presence       Click to Call       Se...
UC Toolsets          Presence                 IM       Click to Call  Search Directory                TagClick to Conferen...
UC in Action
Communication Grid      High                  PhoneIntrusion                    IM                Email      Low          ...
Process Optimizations   Speed up the process of reaching someone   Speed up and simplify the process of joining    multi...
Contact Management   Presence shows who is available   IM allows for instant access even if they are    engaged in anoth...
Mobility   One-Number / Find Me-Follow Me allows the    system to work through multiple venues – not    the caller   Uni...
Collaboration   Audio conferencing (“Meet Me”)   Video Conferencing (PC to PC up to telepresence)   Web Conferencing   ...
Communications-Enabled Portal   Integrate Presence/IM with operating system    software   Software identifies an event w...
3 Ways to UC
3 Ways to UC   Telecom solutions   Desktop solutions   Application solutions
3 Ways to UC   UC via Telecom Provider solutions       Avaya (Nortel)       Cisco       Siemens       Mitel       NEC
3 Ways to UC   UC via Desktop Provider solutions       Microsoft       IBM       Webex       Google
3 Ways to UC   UC via Application Provider solutions       SAP       Salesforce
Ted MalliresPlante & Moran248.223.3340ted.mallires@plantemoran.com
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Understanding and Applying Unified Communications

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Understanding and Applying Unified Communications

  1. 1. plantemoran.com Understanding & Applying Unified Communications
  2. 2. Confusion in the Market “UC” means different Integrated VM things Chat applications Many products with File sharing “Unified” in the name IP communications “UC” is often sold as a Webinar “thing” you buy Teleconferencing Speech recognition Business process integration
  3. 3. Today’s Discussion Define UC Identify major UC applications (“tools”) 3 primary ways UC can be purchased / rolled out
  4. 4. UCUnified Communications
  5. 5. What is Unified “Communications?”“Unified Communications is the integration ofcommunication functions into business processes” Editor – CIO Magazine“Communications integrated to optimize businessprocesses” www.ucstrategies.com“Technology that connects communication andcollaboration applications on a common platform” Forrester Research
  6. 6. The UC Continuum
  7. 7. Three Stages of UnificationU-Infrastructure U-Applications U-Processes IP Telephony  Conferencing  Attendance  Mobility notification  Presence/IM  Embedded Communications  Third Party Call Control
  8. 8. The UC Continuum At its lowest level, UC serves to join multiple types of communications to:  Consolidate infrastructure
  9. 9. Separate Networks Phone Network Data Network
  10. 10. Combined Networks Data and Voice
  11. 11. Implications Lowest levels of UC is an IT project focused on voice and data infrastructure Consolidate Merge Collapse Voice/Data Cabling Voice and data staff Voice onto the LAN Vendors Voice onto the data WAN Better potential voice integration via IP and SIP
  12. 12. The UC Continuum At a moderate level, UC serves to join communication applications to:  Enhance Personal Productivity  Enhance Workgroup Productivity Jessica Young
  13. 13. Implications Moderate levels of UC is typically focused on deploying user productivity tools:  Presence  IM/Chat  Unified Messaging (voice/email/fax)  Click to call / Click to conference  Find Me / Follow me  Conferencing (Meet Me audio bridge, video and web conferencing)
  14. 14. The UC Continuum At its highest level, UC incorporates functionality to:  Build communication methods directly into business processes  Communications Enabled Business Processes (CEBP)
  15. 15. Implications High levels of UC are often concerned with integrating some form of communications input/output in response to a business process This require deep knowledge of:  The enterprise business  Who is communicating with who  How they are communicating  What are the critical paths
  16. 16. Implications At the highest levels, vendors are not in a good position to address this UC functionality  They lack access to the customer organization  They lack compensation for their time to figure this out This is where internal expertise or outside assistance is required  Customization may be required
  17. 17. The UC Continuum Thus, all the confusion…  Vendors/Media often over simplify UC as a “thing you buy” rather than a set of tools to be figured out and applied to optimize business communications  Vendors/Media often present IP telephony, Unified Messaging, and Unified Communications as synonymous  Vendors/Media often imply that UC capabilities are contingent upon implementing IP telephony
  18. 18. The UC Continuum Thus, all the confusion…  Vendor’s naming conventions often build “Unified” into their product names  Multiple vendors / New vendors to buy from  Many vendors are still learning and evolving
  19. 19. What is Driving UC?
  20. 20. Communication Overload
  21. 21. What is driving UC? As telephone systems come up for replacement, UC capabilities are the newest feature sets to be considered Available Features? Needed Features Presence Click to Conference Presence Web Conferencing IM IM Click to Call Video Conferencing Click to Call Federation Search Directory Search Directory Kitchen Sink Tag
  22. 22. What is driving UC? Organizations are trying to figure out  How to solve communication problems  Bottlenecks  Difficulty reaching the right person quickly  How to optimize business processes  Single Number Reach  Speed up communication flows  Better collaboration
  23. 23. UC Toolsets
  24. 24. Main Categories of UC Toolsets Contact Management Messaging & Directory Services Conferencing & Mobility & Remote Collaboration Office
  25. 25. UC Toolsets  Presence  IM/Chat  Click to Call  Enterprise Phonebook  Enterprise dialing Contact Management & Directory Services  Call routing/Screening rules  Single User Identity  Email, phone, cell
  26. 26. UC Toolsets Presence  Real time status – who is on-line and available?  The “dial tone” of the future  Today: Presence focused within the enterprise and ability to have an IM session  Tomorrow: Presence servers gathering information from various sources/platforms from in/out of the enterprise (requires federation)  Basic Presence: On-line, level of activity  Rich Presence: Location, type of device being used, its OS, local time, outside-of-enterprise
  27. 27. UC Toolsets Instant Messaging  Enterprise-grade/Enterprise-wide Instant Messaging  Security and Privacy  Quick exchanges  Multi-tasking / Ability to reach those that are “busy”
  28. 28. UC Toolsets Third-Party Call Control  Activation of telephone features by point/click  Click to Call  Click to Conference  The office telephone becomes a “handset”
  29. 29. UC Toolsets Synchronized Directory  Single user identity to tie together  Email address  Office telephone number  Mobile telephone number
  30. 30. UC Toolsets  Integrated audio conferencing  Integrated web conferencing  Integrated video conferencing Conferencing & Collaboration
  31. 31. UC Toolsets Conferencing & Collaboration Tools  Audio conferencing (including call in “bridge” service)  Video conferencing  Web conferencing  Collaborative capabilities  Shared workspaces  “White boarding”  File / Document sharing  Enterprise-wide Instant Messaging
  32. 32. UC Toolsets  Unified Messaging  Live reply/call return of VM messages Messaging
  33. 33. UC Toolsets Unified Messaging  One in-box for email, voice mail – even fax  Unified message notification for all message types  Ability to access any messages from any device  Ability to forward voice mail messages as email attachments  Ability to work with voice mail messages from PC
  34. 34. UC Toolsets Advanced Call & Message Management  Desktop call screening (rules for screening inbound calls)  Find Me/Follow Me  Live Reply/Call Return of a VM message
  35. 35. UC Toolsets  Single number service  Voice commands  Seamlessly swap calls from cell to desk phone (and vice versa) Mobility & Remote  Soft phone VPN to corporate Office network
  36. 36. UC Toolsets Mobility Tools  Single Number Service  Office Number routes to “hidden” cell number  Voice mail messages pulled back to enterprise VM server  Outbound calls from cell show Office Number CLID  Voice commands
  37. 37. UC Toolsets Speech Access & Personal Assistant  Voice Recognition / Natural Speech commands  Speech commands to control “personal assistants”  Access inbox  Access calendar  Access directory / contacts  Set up outbound dialing
  38. 38. UC Toolsets Remote Telephony Access  Soft Phone (Laptop/PC with headset/microphone)  VPN over Broadband Internet Connection  Remote workers can receive calls to their business number  Remote workers can place calls over the corporate trunks
  39. 39. UC Toolsets What appears to be readily adopted?  Instant Messaging  Presence  Click to Call  Search Directory
  40. 40. UC Toolsets Presence IM Click to Call Search Directory TagClick to Conference Web ConferencingVideo Conferencing Federation 0% 20% 40% 60% 80% 100% Blair Pleasant and Nancy Jamison – June 2008
  41. 41. UC in Action
  42. 42. Communication Grid High PhoneIntrusion IM Email Low Immediate Delayed Time
  43. 43. Process Optimizations Speed up the process of reaching someone Speed up and simplify the process of joining multiple parties Simplify and enhance the process of collaborating with disparate parties Enhance the ability of mobile users to be reached and function with the tools available within their office Set up triggers to automatically provide notification at a critical point
  44. 44. Contact Management Presence shows who is available IM allows for instant access even if they are engaged in another task One-Number / Find Me-Follow Me allows the system to manage multiple venues – relieving the caller from trying different numbers Directory Dialing and Click to Call simplifies the process of identifying and contacting someone
  45. 45. Mobility One-Number / Find Me-Follow Me allows the system to work through multiple venues – not the caller Unified Messaging allows voice mail, email, and fax to available through a single interface (Smartphone user) Text-to-Speech allows access to email from standard cell phones Natural Speech allows for easier interaction
  46. 46. Collaboration Audio conferencing (“Meet Me”) Video Conferencing (PC to PC up to telepresence) Web Conferencing  Rapid virtual meetings  Share documents and files  Calendar and project timeline  Presence
  47. 47. Communications-Enabled Portal Integrate Presence/IM with operating system software Software identifies an event where assistance is required Software identified individuals that could assist IM/Chat window is opened to communicate with selected individuals Click to Call can be selected
  48. 48. 3 Ways to UC
  49. 49. 3 Ways to UC Telecom solutions Desktop solutions Application solutions
  50. 50. 3 Ways to UC UC via Telecom Provider solutions  Avaya (Nortel)  Cisco  Siemens  Mitel  NEC
  51. 51. 3 Ways to UC UC via Desktop Provider solutions  Microsoft  IBM  Webex  Google
  52. 52. 3 Ways to UC UC via Application Provider solutions  SAP  Salesforce
  53. 53. Ted MalliresPlante & Moran248.223.3340ted.mallires@plantemoran.com
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