UC And Collaboration Gartner

UC and Collaboration – The Roadmap for a Progressive Enterprise Aspect UC World Webcast Bern Elliot January 21, 2010 Research Vice President Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via e-mail: vendor.relations@gartner.com. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Different Historical "Approaches" to UCC Blended Premise–Services UC Portfolio Telephony Centric Complete UC suite that can be on- Multiple products Extends IP-PBX and unified premises, network-based or both. integrated into a broad messaging functionality with portfolio. Based on strong one number, mobile phones, Seamless blending of enterprise and lead products and partners softphones and flexible UM cloud. Examples: ATT; Cisco WebEx, for other areas. Examples: access. Examples: Avaya, Cisco, Microsoft BPOS; Google, others. Microsoft OCS, IBM UC2, AVST & most IP-PBX vendors. Cisco UC. Gartner Hype Cycle E-Mail and Collaboration- Tightly Bundled UC Based Approach Very full and integrated UC suite built into a media server. Lacks e-mail and some Extends e-mail and Web collaboration with IM, PBX functionality. Examples: Siemens presence and a unified client. Examples: Microsoft OpenScape, InIn CIC. Exchange and LCS, IBM Notes and Sametime. Technology Peak of Inflated Trough of Slope of Plateau of Trigger Expectations Disillusionment Enlightenment Productivity

Key Issues 1. What are the trends that are affecting the intersection of communications and collaboration? 2. How will the UCC solutions evolve through 2015? 3. How can organizations develop a strategy to adopt UCC effectively?

UCC: Junction of Two Markets Communications Collaboration "UCC" Telephony E-mail Team workspaces Voice mail Unified messaging Wikis & Blogs Audioconferencing Web conferencing Shared Content Wireless e-mail Instant messaging Social software Videoconferencing Presence Other collaboration Call Center tools Directory "UC"  UCC is evolving toward a composite market in which UC joins the collaboration market  Some technologies remain distinctly in the realm of communications (for example, voice infrastructure, call centers and so on) while others remain distinctly collaboration (for instance, team work spaces and social software)  By 2013, the UCC market will be well-established, removing these distinctions  Mobile is everywhere

Shifting Focus of UCC Technology Focus: Device & Web-Centric Multivendor Integrated Area User-Centric Flexibility Portfolios Silos Separate servers Communication Personalized with Integrated Pre-integrated PBX, e-mail and Services control in clients Web and mobile servers more Data-center model; Infrastructure Blended carrier- Standards for Only TCP/IP SOA & Web Model premise model key app. servers in common services Business Blended Plug-ins for Plug-ins for One-off server Application business- app. suites: key applications: integrations Integration consumer such as ERP, SCM collaboration Some shared Gartner Management and SLAs based on Shared directory Separate admin. Analysis personal goals admin., reports, and some reports Hype and reports analytics Cycle On-demand; Preserve existing Value to Business Process Consolidation: across- investment; & Business Model transformation platform & vendors organization tactical ROI Value to Customer and to the Corporation Higher Lower Willingness to Invest in Technology

Communications (& Collaboration) - Enabled Business Processes (CEBP) The Current Reality Extended Enterprise Market Industry Back Whenever human CRM ERP II App. Office intervention or a decision Event is required, the process must stop and move to a different infrastructure/ process chain. Real-Time Voice or Real-Time Voice or Messaging Infrastructure Messaging Infrastructure Each human intervention can add minutes, hours, days or weeks to the process. Human intervention may The Future Potential still be required, but with communications integrated Market into the process — presence, Event messaging, real-time voice — the delays are minimal. The application will directly contact the appropriate person using a communications application. Trading Grid

Three Killer Applications for Unified Communications Context-Specific Presence Lists • Broker/medical/technical Dynamically created lists based on specialist to answer questions specific current needs; determines who • Account team to handle requests is available to assist; may be integrated • Retail floor clerk to assist with location services • Manager who can approve Flexible Conferencing and Escalation Interaction starts one way, escalates • Fast response teams, financial, to another, invites others; chat, to audio, medical, technical to Web, etc.; know who is available • Cohesion in dispersed groups (dynamic presence lists) • Managers resolving issues Intelligent Notification Services • Notifies individuals of events, alerts Personalized group or interenterprise; or calls via preferred method role-based cascading and escalation; • Uses location services and presence channel-independent; find me/notify me to notify nearest person

Case Study: Streamlining Anadarko Purchase Process with BackFlip Software Problem • Time delays in procuring expensive resources jeopardize production scheduling • Increased employee mobility • Limited visibility and control of project costs and status Solution • Personalized real-time purchase approvals pushed by BackFlip over multiple communication channels • Central archive of interaction Impact audit trail • Reduced cycle time of purchase process by >80% - 60% of POs processed within 10 minutes (<2% prior to BackFlip) • Improved tracking of project costs to ensure alignment with forecasts

Case Study: Dynamic and Contextual Call Routing in a Bank Business Rules Calendar Company: Bank Problem Presence CRM 2000+ Branches, • Wanted to retain local relationship Skills 25,000+ Employees • Intelligent network services expensive Route • 10 lost calls/branch/day = 4 million/year Routing Strategy Builder Solution • Alcatel-Lucent business contact solution Routing Manager IP PBX • Central IP telephony, mixed IP/TDM LAN telephony in branches Call • Dynamic and contextual routing strategies Handler using call-routing applications Data Center Contact Center Process Client calls local branch Data • Local employee responds if available • If employee is unavailable, then routes to LAN anyone in bank based on: LAN - Customer value PSTN - Business rules, skills Gateway - Presence, calendar, others Gateway PBX Local Branch Branch Caller

Dassault Systèmes Communications- Enables 3-D Live Using Microsoft OCS embedded in Dassault Systèmes 3-D Live modeling application Real-time IM, video and conferencing from within the 3-D Live application Logging of IM chats for future verification Presence and contextual presence for people or function-specific contacts Used by Dassault Aviation to reduce plane assembly time by 50%! A single error could delay assembly by months.

Schlumberger Communications-Enables Petrel With Microsoft Schlumberger operate in 80 countries Microsoft OCS is embedded in Petrel Reservoir Modeling Software Allows engineers to communicate and collaborate from within the context of the modeling software Use presence to identify other available engineers — across all time zones. For collaboration and decision making, use embedded video with RoundTable (now Polycom CX5000) for Room solutions.

Organizational Change Should Lead Technology Change, Not Lag Behind It Availability Maturity Availability Maturity Availability Maturity Availability Maturity 1970s 1980s 1998 2008 2005 2015 2010 2020 Technology Voice Voice Voice and Organization Wireless Voice Network Comm. part of Apps Org., Including Apps Network Org. Network Org. Org. Org. Wireless Data and Data Data Data • Unification of • Primarily focused • Business application • Separate data/ voice and data on amalgamating and process voice networks • Mainly a replacement traditional means integration • Dedicated with limited feature/ of communication • Significant process voice devices function (e.g., conferencing, improvements enhancements messaging, wireless) anticipated

Look at UCC as a Whole: Balance Investments Hold off on PBX upgrade? Conferencing (IM, Web, Video) 1. Enterprise Access Enablement 2. High-End vs. Good-Enough Tools 1. Balance investment priorities. PBX upgrade versus Web/videoconferencing deployment and IM/presence 2. Capture travel expense savings 3. Best practices on the right modality for a meeting

Scenarios for UCC Adoption 2009-2011 2011-2014 2014-2020 Wait and See Do nothing Adopt IM, VoIP Respond to and conferencing specific business where proven requests for UCC and needed capabilities Opportunistic Train users on all Target processes Evaluate need for features of and communities IP-PBXs against installed products which will benefit software the most alternatives Aggressive Deploy latest Replace desktop Eliminate PBXs; versions of all phones with Ubiquitous main UCC mobiles and collaboration; components softphones Advanced CEBP • Organizations will adopt UCC at different speeds due to priorities, risk tolerance and potential benefits • Match profile to suggested tasks per time frame • Periodically re-evaluate profile and planned tasks

Your Action Plan Vendors Next Monday: A B C D E  Inventory organization's UCC knowledge, products, partners, business owners, stakeholders and plans Fixed  Identify overlaps and holes Voice Mobile  Take actions required to ensure organizational Softphone structures don't get in the way of plans Audio  Identify areas that produce the best returns (such as Confer- Web increased sales, faster product development and higher encing customer satisfaction) Video  Build communication "vision" to drive the business case IM IM/ Over the Year: Rich Presence Presence  Evaluate and test strategic partners' product directions, Prstnt. Chat their integration options and plans E-Mail  Don't let vendors drive your plans Unif. Msg.  Match vendors' plans to yours, and their's to each other Messaging  Select partners, define road maps, migrations, Voice Mail contracts, start evaluations and trials Thick Thin-Web Over the Next Three Years: Clients  Re-evaluate partner performance Mobile  Incrementally expand function and roll out Collaboration  Test assumptions about benefits and architectures Contact Ctr.  Evaluate how UCC is affecting change Apps. Portal

Related Gartner Research  Magic Quadrant for Unified Communications Bern Elliot, Steve Blood, G00169996  The Emergence of Fourth-Generation Collaboration Services Matt Cain, G00170366  Optimize Travel Costs Using Audio, Web and Video Conferencing Jeff Mann, G00164816  Developing a Vision for Unified Communications Bern Elliot, G00169563  Help Users Overcome Seven Challenges to Interaction David Mario Smith, Sept 2007  Tangible Cost Savings and Benefits in UC Steve Blood, Bern Elliot, G00170900

UC and Collaboration – The Roadmap for a Progressive Enterprise Aspect UC World Webcast Bern Elliot January 21, 2010 Research Vice President Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via e-mail: vendor.relations@gartner.com. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

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UC And Collaboration Gartner

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