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Informationweek sup 2011_06

  1. 1. Previous THe BuSIneSS VALue OF TeCHnOLOGY June 2011 Previous Next Previous Next Previous Nex Download If you’re not melding your social media, mobility, and collaboration strategies, you need to think bigger >> Subscribe By Michael Finneran Plus IPv6: Waiting will cost you >>
  2. 2. PracticalAnalysis Previous NextIN THIS ISSUEUC: Think big >> Time To Get Off The IPv6 Fence JEFF DOYL E For a decade, analysts have pointed to the ac- Nevertheless, as I discuss in a recent Informa- your control) and IPv6 proxies, or you can by- celerating trend of putting everything over IP tionWeek Analytics report, externally accessible pass those temporary workarounds by making and warned that we’d better get ready for IPv6. services are behind the business case for IPv6. your services natively accessible via IPv6. So why, even after v4 address depletion, are we Service providers, particularly broadband I know what you’re thinking—no large still begging vendors to please, just add IPv6 service providers, will soon be provisioning groups of IPv6 users are pushing for this yet. support to their products already? thousands of new customers on IPv6. There Why not stall for another year? It’s not that surprising. We tend to prioritize are three ways for these IPv6 customers to That would be a mistake. Every IPv6 project network upgrades around the most urgent reach online content and services: I’ve been involved with has been more com- needs, and IPv6 has always seemed like some- >> The broadband service provider will pro- plex than expected, and most of that complex- thing that we—and, thus, our suppliers— vide a centralized NAT (large-scale NAT, or LSN) ity has stemmed from the need to identify, test, could put off another year or two. So is the system that lets users reach IPv4 content us- and update or replace applications, gear, and requisite urgency finally here to move IPv6 at ing private IPv4 addresses. services that are accessed externally via IPv6. least close to the top of our priority lists? >> The enterprise will stand up IPv6 proxies Security is its own nightmare. That’s definitely so in the service provider in front of its IPv4-only servers. Sure, you can find plenty of reasons to put arena, where the business case is straightfor- >> The services will be made accessible na- off IPv6 planning or to implement a work - ward: We’re running out of an essential net- tively by IPv6. around for the near term. But IPv6 is in- work resource (addresses) and must do some- Lab testing and field experience show that evitable. Avoiding it now will eventually cost thing about it. But in most of the businesses I LSN and IPv6 proxies will adversely affect or you more, in lost customers and lost produc- work with, that urgency hasn’t yet hit home. even break some apps. If your customers have tivity, than you’ll spend beginning an imple- Internally, most enterprise networks can con- problems with your online services, they’re not mentation now. Trust me on this—and con- tinue to grow using private IPv4 addresses going to blame their ISPs—they’re going to sider taking part in our first IPv6 survey, behind IPv4-to-IPv6 Network Address Trans- blame you. Therefore, the IPv6 case for enter- through June 13. lation (NAT44), and externally accessible serv- prises is the need to maintain the customer ices don’t grow fast enough for IPv4 address quality of experience. You can hope for the best Jeff Doyle is one of the founders of the Rocky Mountain IPv6 depletion to be a near-term threat. with service provider LSNs (completely out of Task Force. Write to us at June 2011 2
  3. 3. UC Previous Next [COVER STORY]IN THIS ISSUEUC: Think big >>Get off the IPv6 fence >> Think Big The chief barrier to richer and more pervasive unified communications isn’t technology. It’s a lack of imagination. By Michael FinneranGet This AndAll Our Reports I f your idea of a unified communications when you can point to their potential for earn- The big, creative view of UC always links newBecome an InformationWeekAnalytics subscriber and get our strategy is to integrate voice mail and ing new business. communications options with the underlyingfull report on mobile unified email and set up a few room-based video- And here’s something you may not have con- business processes they’ll improve.communications. This reportincludes 19 pages of action- conferencing systems, you’re selling your com- sidered: The mobility and collaboration initia- We’re not saying that’s easy. For starters, mostoriented analysis. pany short. Think big—make your UC mission tives you’re likely undertaking may be UC by an- companies haven’t made nearly enough head-What you’ll find: statement “to integrate communications as a other name. Say: “We’re going to spend $300 per way on basic integration. A collaboration archi-> Why we need a new definition means to optimize business processes.” That employee on a set of tools to integrate voice, tect for a major global manufacturer says a lack of “mobility” means factoring in collaboration, social net- video, instant messaging, and email in a dash- of standards is still a major roadblock. “The ven-> A four-step plan to merge UC working, and mobility, as we’ll discuss, but it board, ” and at best you’ll inspire a yawn. But say: dors are playing chicken with each other and and mobility also means looking beyond mundane IT issues. “We’re going to spend $300 per employee to re- with customers,” he says. “Cisco works with> What your WLAN needs now Your infrastructure has to be up to the task, but duce by 75% the average time to create a tai- Cisco gear, but not Siemens. Microsoft works Download it’s a lot easier to justify new UC investments lored sales proposal,” and you’ll get attention. with its partners but has no interest in June 2011 3
  4. 4. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE ing a SIP partner. I frankly don’t care which Previous Next standard wins. I just want integration.” His com-UC: Think big >>Get off the IPv6 fence >> pany uses IBM’s Lotus Notes for email and Mi- Previous Next crosoft’s IM and SharePoint, but it’s migrating to a Cisco-centric architecture to address the influx of iOS and Android devices. “BYOD is Previous Next adding to the headache, and that’s partly why we’re moving to Cisco, as well as getting better Building Trust Around The Globe support for video,” he says. But at every turn, he runs into a snag. Coordinating IM with outside Download partners is a major source of angst, mostly be- cause of security concerns. And it’s amazing the When you want to establish trusted relationships with anyone, anywhere on the internet, turn to Thawte. industry is still fighting over SIP. Securing Web sites around the globe with: Still, in our most recent InformationWeek An- Subscribe alytics Unified Communications Survey, 61% of 406 respondents said they either have already • strong SSL encryption undertaken UC projects or plan to do so by • expansive browser support • multi-lingual customer support April 2012, mostly to deploy unified messag- • recognized trust seal in 18 languages ing, cited by 33% as the top driver. That’s a good start, but business drivers are top of mind. Improving employee collaboration was Offering outstanding value, Thawte is for those cited by 59% of respondents, followed by im- who know technology. Secure your site today proving efficiency, cited by 52%. with a Thawte SSL Certificate. The UC Social Network Many times we see IT teams treating UC and social networking as separate initiatives, even though the two share common roots. The ba- sic ideas for presence and texting came out of © 2010 Thawte, Inc. All rights reserved. Thawte, the Thawte logo, and other trademarks, service marks, and designs are or unregistered trademarks of Thawte, Inc. and its subsidiaries and affiliates in the United States and in foreign countries. All other trademarks are property of their respective owners.
  5. 5. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE AOL’s Instant Messenger, and the term Top Business Drivers Of UC Previous Next “Buddy List” is still used today. The presence-UC: Think big >> Improve employee collaborationGet off the IPv6 fence >> based multimodal communications we find in 59% Previous Next enterprise UC products such as Microsoft’s Improve employee efficiency Lync, IBM’s Sametime, and Cisco’s Unified 52% Legacy PBX retirement or upgrade technology to meet business needs and stay on par with peers Communications Manager are also available 34% Previous Next in consumer tools, including Facebook, Skype, Create a more mobile workforce and Microsoft Messenger. 33% Still, even though 89% of the 703 respon- Improve communications with customers dents to our Social Networking in the Enter- 26% Download Data: InformationWeek Analytics 2010 Unified Communications Survey of 249 business technology professionals at companies deploying prise Survey said they have social networks in or planning to deploy UC, April 2010 place, most said it’s an uphill battle to get em- ployees to use these systems, largely because game, which serves as a forum to apply tech- scan and tag the millions of reports, docu- their companies don’t integrate them with nology to solve real-world business, environ- ments, and other digital data sets created Subscribe email and other UC applications. mental, and logistical problems, says Sandy each day and profile users’ unique specialties. In some cases, consumer apps are good Carter, IBM’s VP of SOA and WebSphere strat- Employees can build communities and fo- enough. You don’t want to be the person who egy. Players undertake a series of “missions” rums to exchange ideas with people working dropped five figures on an enterprise IM sys- that affect the energy, water, banking, and re- on similar projects. tem only to have employees refuse to use it tail industries. The UC hook: Real-time com- A good example of social collaboration in because they’re quite happy with AIM. Once munications among players and IBM subject- action is found at Cemex. The company, you’ve decided where to spend, there are two matter experts about, for example, how the based in Monterrey, Mexico, is one of the main tactics to get users to adopt enterprise- process models from the game relate to real- largest building materials suppliers in the class social networking systems. First, make world problems. world, with 47,000 employees in 50 coun- them fun. Second, highlight the unique ben- The fact is, institutional knowledge is often tries. To tap into internal expertise, Cemex efits consumer apps can’t match. cubbyholed in large enterprises. A major ben- launched in April 2010 the Shift collabora- To draw in its employees, IBM runs a game efit of social networking and UC is to locate tion platform; core elements of Shift include called CityOne as part of its Smarter Planet expertise and bring people together. Tools messaging (calendaring, scheduling, con- marketing program. Every day, 75% of IBM like IBM’s Lotus Connections, Microsoft’s Out- tacts), team collaboration (file synchroniza- employees worldwide log in to the Sims-style look Social Connector, and Cisco’s Eos can tion, discussion forums), and real-time June 2011 5
  6. 6. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE oration and communications (presence, in- eas—who can represent the company on their social media policies, so there’s no need Previous Next stant messaging, Web conferencing, desktop social sites, how the company will handle to reinvent the wheel.UC: Think big >>Get off the IPv6 fence >> sharing, and audio and videoconferencing). online incidents, and how employees should IT organizations should take the lead in Previous Next A year later, the company says 20,500 em- protect their personal privacy. Those poli- helping their companies figure out how to ployees regularly share their experiences, cies, Healey says, must come from business take advantage of these new tools as a part of specialized knowledge, and best practices in and human resources leaders, in addition to their overall marketing plans—and again, this Previous Next more than 500 virtual communities on Shift. the CIO. falls within our expansive definition of UC as As with IBM’s CityOne, Shift brings together “That last one might seem as if IT and HR are “communications integrated to optimize experts from different business and geo- overreaching, but the default settings on business processes.” In fact, given its focus on graphic areas in an entertaining way and most social media systems often aren’t in the external communications, consider making Download goes beyond garden-variety social media best interests of your company or the em- your contact center the main interface to so- features like wikis by adding real-time ployee,” Healey says. “If you’re using LinkedIn cial media. Just as we have agents handling communications. for business contacts, for example, the default voice calls, emails, and text chats, we also need It’s clear that to be this successful, social setting lets new contacts browse all your con- agents trained and assigned to track social Subscribe media projects need input from UC teams. tacts. If those include your best customers, do media feeds. Some companies are catching And that’s not only for internal efforts; the you want to allow that?” on: A Comcast customer in California was hav- other major intersection of UC and social net- Big companies, from IBM to Coca-Cola, post ing trouble getting the cable provider to con- working is external, as consumers increas- ingly turn to these tools to research products, Top Reasons For Not Using UC find support, and register complaints. How- Other projects have a higher priority ever, just 38% of respondents to our Social 54% Networking in the Enterprise Survey said No definitive business value 34% they monitor public social networks for Lack in-house expertise discussions about their companies or their 27% competitors. UC technology is too expensive Mike Healey, president of Yeoman Technol- 22% ogy Group and an InformationWeek Analyt- Sizable investment in current communications platform ics contributor, says companies must set 19% Data: InformationWeek Analytics 2010 Unified Communications Survey of 157 business technology professionals at companies policies in three critical social networking ar- not deploying UC, April June 2011 6
  7. 7. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE firm an appointment. She tweeted her com- PBX. These clients are beginning to find their number hidden. This setup allows an employee Previous Next plaint and got a reply within half an hour. way onto Apple and Android tablets. Using a to keep her own number for personal callsUC: Think big >>Get off the IPv6 fence >> mobile UC client on the phone or tablet, a while presenting a consistent number for all Previous Next Going Mobile user can access the corporate directory, see business contacts. Employees must stay connected to en- the presence status of contacts, check for There’s a cost involved here, as additional hanced communications and collaboration voice-mail messages, and dial numbers from trunks will be required to support all the addi- Previous Next capabilities when they’re out of the office. To the corporate directory or by the four-digit tional mobile calls passing through the PBX. that end, UC providers offer an array of hooks extension. Calls to the user’s desk number are However, the biggest challenge with the mo- to laptops, tablets, and smartphones. Laptops automatically forwarded to the mobile de- bile part of UC has been user adoption. People can support essentially the same UC clients as vice, and the caller ID provided is that of the like the way their smartphones work (that’s Download desktops, but then, laptops are “portable” actual caller (not the PBX number). one reason they use them so much), and mo- rather than truly “mobile” devices. It’s the Outbound mobile calls are also routed bile UC systems typically require a separate smartphones and tablets that really challenge through the PBX, and the user’s desk number client on the device. The trick to making UC UC developers. Besides having to account for is provided as the caller ID, keeping the mobile fundamental to the business process, then, is Subscribe small and touch-centric displays and a dizzy- ing array of operating systems and connectiv- THE NEW ROI ity states, mobile UC application designs must take into consideration the particular require- ments of your employees, such as the ability How Do I Justify My UC? to be operated with one hand (because a user must pull a wheelie bag with the other). And, since these devices are easily lost or stolen, se- curity must be a top consideration. Q uantify your productivity gains in two areas, as defined by industry consortium UCStrategies: UC for user productivity, or UC-U: Integrat- UC for business productivity, or UC-B: One intriguing communications-enabled business process is that developed by a healthcare in- stitution to discharge patients. All parties re- UC vendors have been developing mobile ing all end user communication and collabo- quired to sign off are notified by text message clients with varying degrees of success. Typi- ration tools into one package allows them to and may give consent from a desk phone, cally, we see smartphone applications using be used on all devices, both in and out of the mobile device, or PC. The result: The average cellular data services to communicate with office. The payoff: Boost efficiency and maxi- time it takes to discharge a patient is reduced the enterprise UC system by, for example, mize hardware investments, like tablets. by almost six hours. —Michael Finneran routing all mobile business calls through June 2011 7
  8. 8. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE integrating this client seamlessly with the na- automatically included. To join the confer- 3 Previous NextUC: Think big >> tive operation of the mobile phone—a tall or- Additions To The ence, participants simply click on the calen- der, given that handset makers don’t provide dar entry. Most UC tools allow users to breakGet off the IPv6 fence >> Previous Next access to all APIs. About the only vendor that Standard UC Lineup off into smaller groups or convert from a text has been able to do this effectively is Research Collaboration: Let employees pool chat to an audio or videoconference and In Motion, whose BlackBerry integrates clients resources via audio, video, Web channels. back again. These tools also incorporate Previous Next that work with the Microsoft Lync and IBM Social Networking: Presence-based screen and/or document sharing and let Sametime UC platforms. Those clients also multimodal communications are critical. users download copies of presentation mate- work with BlackBerry’s fixed-mobile conver- Use enterprise UC products or consumer rials for later reference. tools. But deliver. gence suite, Mobile Voice System, which can Increasingly, the companies we work with Download Mobility: Smartphones and tablets challenge integrate with just about any PBX. The most re- are moving from audio to videoconferencing, UC developers: small displays, new OSes, spotty cent upgrade, MVS 5.1, lets mobile calls be particularly with the advent of lower-cost connectivity. But there are opportunities here. routed over Wi-Fi if the user is within a cover- desktop systems. Our survey showed Polycom age area. With the reduction in cellular use by and Cisco to be the predominant vendors for Subscribe shifting calls onto Wi-Fi, the system can pay for can come from reducing the use of outside room-size video/teleconferencing, but Mi- itself. The catch is that MVS 5.1 is supported conferencing services like InterCall and Pre- crosoft led the way in desktop video. Recently, only on Cisco, Avaya, and Mitel PBXes. miere Global Services. Not only does an inter- Polycom introduced an innovative video sys- There’s that interoperability gotcha again. nal UC system cut costs by routing internal tem for use with Microsoft’s Lync. Its CX5000 voice and video calls over existing MPLS camera can be placed in the center of a con- Wrap It All Up backbones as opposed to paying “cents per ference table and provides a 360-degree view The collaboration benefits of UC are often minute” to a conference provider, but the UC of the room. Not to be outdone, since its ac- the main reason for adopting these sys- desktop client can typically be integrated quisition of Tandberg in 2010 Cisco has been tems—not for nothing did IBM rename its UC with your calendar application. UC user pro- pushing the envelope on video. The company initiative “UC2” to denote “unified communi- ductivity tools such as the Microsoft Lync popularized the idea of high-definition tele- cations and collaboration.” Collaboration en- client integrate directly with desktop tools presence systems, and its Intercompany Me- compasses all audio, video, and Web-based such as Outlook. The organizer can scan the dia Engine extends video connectivity from channels—think Cisco WebEx and Microsoft availability of participants and send a calen- intracompany to intercompany environ- Live Meeting. From an ROI standpoint, one of dar invite with login information (bridge ments. Also interesting is the idea of tagging the quickest paybacks in a UC deployment number, conference code, participant code) and retrieving video content. Locating a June 2011 8
  9. 9. Register Previous Next UC: THINK BIG [COVER STORY]IN THIS ISSUE cific snippet of conversation has always been sion of computer-telephony integration, where .com introduce mobile clients. Those vendors Previous Next a manual task, but Cisco has incorporated agents use caller ID information to locate cus- aren’t usually included on IT short lists of UCUC: Think big >>Get off the IPv6 fence >> speech-to-text transcription and real-time tomer records and do “screen pops.” Early ex- suppliers, but they’re integrating communica- Previous Next video transcoding. A search feature performs amples also were found in interactive voice re- tions capabilities with their CRM and ERP pro- dynamic tagging of content, letting users lo- sponse systems, which screen callers and route grams, letting customers initiate mobile calls, cate and rapidly access relevant moments of them to agents with the appropriate expertise. texts, and emails. Previous Next a video or audio meeting. However, communications-enabled business To be sure, plenty of UC challenges remain. One note: Vendors commonly cite savings processes don’t end in the contact center. Mo- Vendor interoperability is at the top of that on travel costs when calculating ROI for their bile communications-enabled business list, though organizations like the UC Interop- UC systems, but be sure to take into account processes streamline any number of opera- erability Forum are moving things forward. Download the fact that videoconferencing requires tional tasks, from checking in rental cars to scan- Our UC survey also showed that 42% of UC equipment, possibly dedicated meeting ning tickets at sporting events. FedEx and UPS adopters cite a lack of end user training as a rooms, bridging units, and additional network have revolutionized the package delivery busi- barrier to full deployment. bandwidth. And, many companies see added ness by equipping route drivers with mobile However, imagination may be the biggest ob- Subscribe value in face-to-face meetings, so make sure terminals that let them track packages from stacle enterprises face. UC vendors provide a you’ll really reduce travel expenses before door to door. Another UC-charged business vast array of tools to attack business problems, banking on savings. process is inventory management, where work- but a hammer is only as good as the carpenter Speaking of savings, one of the most inter- ers are equipped with mobile computers from swinging it. Now businesses need architects esting findings of our UC survey is that, in de- the likes of Motorola-Symbol that work over ei- who can see beyond mundane speeds, specs, termining the ROI for UC, only 29% of respon- ther Wi-Fi or cellular networks. For example, a features, and interoperability glitches to how dents said they consider business factors like Wi-Fi-based inventory management system these systems can help employees collaborate increasing sales (17%) or increasing market supplied by Motorola lets Baylor Health Care in new ways. Redefine the goal of UC as a tight share (12%). However, it’s in those key busi- System track 27,000 inventory items across 12 alignment of communications and business ness metrics where we typically find the hospitals in the Dallas area. BHCS says the sys- processes, and you’ll be most of the way there. biggest ROI for UC—along with the most pos- tem increased the efficiency of inventory man- itive exposure in companies. agement and cut personnel costs dramatically. Michael Finneran is an independent consultant and industry This idea originated with communications- Mobile applications are also moving to the analyst specializing in wireless technologies, mobile unified enabled business processes, and early exam- white-collar workforce, as enterprise software communications, and fixed-mobile convergence. Write to us ples were found in contact centers as an exten- vendors such as SAP, Oracle, and Salesforce at June 2011 9
  10. 10. Previous Next Print, Online, Newsletters, Events, Research IN THIS ISSUE Rob Preston VP and Editor In Chief Chris Murphy Editor READER SERVICES UC: Think big >> 516-562-5692 414-906-5331 The destination for breaking IT news, and instant analysis Get off the IPv6 fence >> Electronic Newsletters Subscribe to Art Wittmann VP and Director, Analytics Stacey Peterson Executive Editor, Quality Lorna Garey Content Director, Analytics InformationWeek Daily and other newsletters at 408-416-3227 516-562-5933 978-694-1681 Jim Donahue Chief Copy Editor Events Get the latest on our live events and Net Mary Ellen Forte Senior Art Director Sek Leung Associate Art Director events at Analytics for original research and strategic advice Business Contacts How to Contact Us Editorial Calendar Executive VP of Group Sales, SALES CONTACTS—NATIONAL UBM TECHWEB InformationWeek Business Technology Network, Back Issues Dr. Dobb’s Tony L. Uphoff CEO E-mail: Martha Schwartz Sales Director, Michele Hurabiell Phone: 888-664-3332 (U.S.) (212) 600-3015, John Dennehy CFO 847-763-9588 (Outside U.S.) (415) 378-3540, Sales Assistant, Adrienne Darnell David Michael CIO Reprints Wright’s Media, 1-877-652-5295 (212) 600-3327, Account Executive, Shaina Guttman Web: Joseph Braue Sr. VP, Light Reading (212) 600-3106, E-mail: Communications Network SALES CONTACTS—WEST List Rentals Merit Direct LLC Western U.S. (Pacific and Mountain states) SALES CONTACTS—MARKETING Scott Vaughan CMO E-mail: and Western Canada (British Columbia, Alberta) AS A SERVICE Ed Grossman Executive VP, InformationWeek Phone: (914) 368-1083 Director of Client Marketing Strategy, Jonathan Vlock Business Technology Network Media Kits and Advertising Contacts Western Regional Director, JohnHenry Giddings (212) 600-3019, (415) 947-6237, John Ecke VP and Group Publisher, Letters to the Editor E-mail InformationWeek Vertical Industries Account Director, Matt Stovall SALES CONTACTS—EVENTS Include name, title, (415) 947-6245, Beth Rivera Senior VP, Human Resources company, city, and daytime phone number. Senior Director, InformationWeek Events, Robyn Duda District Sales Manager, Rachel Calderon (212) 600-3046, David Berlind Chief Content Officer, Subscriptions Web: (516) 562-5338, TechWeb, and Editor in Chief, E-mail: MARKETING Fritz Nelson VP, Editorial Director, Phone: 888-664-3332 (U.S.) Strategic Accounts VP, Marketing, Winnie Ng-Schuchman InformationWeek Business Technology 847-763-9588 (Outside U.S.) Account Director, Sandra Kupiec (631) 406-6507, Network, and Executive Producer, TechWeb TV (415) 947-6922, Director of Marketing, Sherbrooke Balser UBM LLC SALES CONTACTS—EAST (949) 223-3605, Pat Nohilly Sr. VP, Strategic Development Midwest, South, Northeast U.S. and Eastern Canada Marketing Manager, Monique Luttrell and Business Admin. (Saskatchewan, Ontario, Quebec, New Brunswick) (949) 223-3609, Marie Myers Sr. VP, Manufacturing District Manager, Jenny Hanna (516) 562-5116, District Manager, Michael Greenhut Copyright 2011 UBM LLC. All rights reserved. (516) 562-5044, Strategic Accounts District Manager, Mary Hyland (516) 562-5120, June 2011 10
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