Creating a uc strategy


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Things to consider when implementing your Unified Communications Strategy

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  • Isnt it fun to grind up people?
  • 2 nd half of year assumes that you’ll proceed with Voice. If ERP can be set up with a business rule that can invoke an email/SMS to the UC system, pilot the first comms-enabled business process
  • Creating a uc strategy

    1. 1. Developing a UC Strategy Patrick Borka, [email_address] (443) 625-5238
    2. 2. Agenda <ul><li>Key Ingredients of a UC strategy </li></ul><ul><li>Example output of a strategy </li></ul><ul><li>Lessons learned </li></ul>
    3. 3. Key Ingredients to a UC Strategy
    4. 4. People <ul><li>End-user culture </li></ul><ul><ul><li>Which tools are most predominant? </li></ul></ul><ul><ul><ul><li>Phone </li></ul></ul></ul><ul><ul><ul><li>Mobile device </li></ul></ul></ul><ul><ul><ul><li>PC </li></ul></ul></ul><ul><ul><li>How well can they adapt? </li></ul></ul><ul><ul><ul><li>Risk averse </li></ul></ul></ul><ul><ul><ul><li>Tech-savvy </li></ul></ul></ul><ul><li>IT Organization culture </li></ul><ul><ul><li>Do all the groups work near to one another and do they get along? </li></ul></ul><ul><ul><li>Which has the ear of the business and leadership team? </li></ul></ul>
    5. 5. Best Practices and Trends: People <ul><li>End users </li></ul><ul><ul><li>Pick a solution that users are likely to embrace </li></ul></ul><ul><ul><li>Over-communicate the reason for change and the WIFM message </li></ul></ul><ul><li>‘ If you build it they will come’ doesn’t always work </li></ul><ul><li>IT </li></ul><ul><ul><li>Merge groups or create virtual team </li></ul></ul><ul><ul><li>Clearly define new roles and responsibilities </li></ul></ul><ul><ul><li>Cross-pollinate experts </li></ul></ul>
    6. 6. Processes <ul><li>Business & User Processes </li></ul><ul><ul><li>Is there value in embedding comms into business processes? </li></ul></ul><ul><ul><li>Are there established training and change processes? </li></ul></ul><ul><li>IT Support </li></ul><ul><ul><li>Is one help desk already taking voice, network, and app calls? </li></ul></ul><ul><ul><li>Can issues be resolved quickly, across departmental boundaries? </li></ul></ul><ul><li>End User Training </li></ul><ul><ul><li>Do they need to be convinced to use something new? </li></ul></ul><ul><ul><li>Or just shown how to use the new tools? </li></ul></ul>
    7. 7. Best Practices and Trends: Processes <ul><li>Business/End users </li></ul><ul><ul><li>Think more broadly than just person-to-person communications </li></ul></ul><ul><ul><li>Rolling out by site is not as valuable as by workgroup </li></ul></ul><ul><ul><li>Start with the right pilot groups </li></ul></ul><ul><li>IT </li></ul><ul><ul><li>Unless you’re already doing VoIP well, support and satisfaction risks are high </li></ul></ul><ul><ul><li>Get all stakeholders to buy-in and agree that they will own the issue if it comes their way </li></ul></ul>
    8. 8. Comms-Enabled Example: Sales Force <ul><li>Problem: Unrecoverable returns </li></ul><ul><li>Symptoms: Customer returns equipment, Sales Rep doesn’t know until end of month </li></ul><ul><li>UC Solution: Billing app launches IM/email/outcall to the rep, who contacts customer to save the deal </li></ul>
    9. 9. Comms-Enabled Example: Regulatory Affairs <ul><li>Problem: Mobilizing a task force is too slow </li></ul><ul><li>Symptoms: Regulators visit unexpectedly, information and experts needed ASAP </li></ul><ul><li>UC Solution: Presence-enabled contact list and conferencing for instant multi-party collaboration </li></ul>
    10. 10. Technology <ul><li>What are the current and future expense trends? </li></ul><ul><li>Is the existing infrastructure ready? </li></ul><ul><li>Will there be prerequisite projects and investments? </li></ul><ul><li>Is there an impending event that will force the hand? i.e. </li></ul><ul><ul><li>New site needs new system </li></ul></ul><ul><ul><li>Voicemail system is outdated </li></ul></ul><ul><ul><li>Licensing renewal or major upgrade ahead </li></ul></ul>
    11. 11. Best Practices and Trends: Technology <ul><li>Address big picture first </li></ul><ul><ul><li>Representative samples, not single facility/circuit </li></ul></ul><ul><ul><li>Data center architecture, not remote site LANs </li></ul></ul><ul><li>Then, before deploying, get into the details </li></ul><ul><li>Consider which solutions can be best supported over time </li></ul><ul><li>Phase in some components, phase out others </li></ul>
    12. 12. Technologies in Scope <ul><li>Applications </li></ul><ul><li>Voice </li></ul><ul><li>Voicemail </li></ul><ul><li>Audio and Web Conferencing </li></ul><ul><li>Email </li></ul><ul><li>Video </li></ul><ul><li>Collaboration, IM, and Presence </li></ul><ul><li>Mobile Devices </li></ul><ul><li>Supporting Technologies </li></ul><ul><li>IP Network </li></ul><ul><li>Directory </li></ul><ul><li>Desktop </li></ul><ul><li>Security </li></ul><ul><li>VPN/DMZ </li></ul><ul><li>Federation </li></ul>
    13. 13. Example Output of a UC Strategy UC Roadmap Example: Year 1 RFP and/or Pilot Presence-enabled Contacts & IM PCs  PDAs  Evaluate Approaches Determine Solution Legend: UC Planning Decision Rollout Prereq Projects Confirm use cases and target users Develop retention policies Create UC Strategy Team Create UC User Group Determine Charter Replace F/R with MPLS Gain Exec approval Converge IT Help Desks Evaluate video usage and needs Get quick wins: Fix easy issues Global Audio and Web Conferencing Evaluate Training via web conferencing Train On web? Develop Architecture Evaluate Skype Risks vs Reward Replace Skype Evaluate linking UC with key surgeons /partners 2010 Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec
    14. 14. UC Roadmap Example: Year 2 Automate Attendants Legend: UC Planning Decision Rollout Prereq Projects Solidify Training’s Voice Needs Integrate Voice? Research JDE Extensibility Replace F/R with MPLS Pilot Presence-enhanced VoIP Pilot Message Flow from ERP UC User Group UC User Group Deploy Second UC Hub Presence-enhanced VoIP for Emerging Markets and Road Warriors Proceed with Comms- Enabled Workflow? Alert Sales Consultants about product returns from ERP Valuable Going Forward? Evaluate ‘in-sourcing’ of Video Evaluate Integrating UC into PLM portal Integrate Video? Prepare network for video Evaluate Social Networking and other Web 2.0 options Is company / Technology Ready? Pilot “Find the Expert” Search Engine Click to Communicate from PLM portal UC Planning team Evaluate Market Options, Validate Evaluate linking UC with key surgeons /partners 2010 Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Validate value of having consultants’ phone #s on Synthes systems Give Sales Consultants a Synthes Phone # on hub UC system
    15. 15. Summary of Key Lessons Learned <ul><li>Single vendor solution is a good a target, but not likely </li></ul><ul><ul><li>Multivendor interoperability (with caveats) is more common </li></ul></ul><ul><li>People and processes can derail a solid technical direction </li></ul><ul><li>Three year outlook is feasible, longer vision gets hazy </li></ul><ul><li>Communication-enabled business processes are under the radar, but are usually the most compelling use cases </li></ul>
    16. 16. Developing a UC Strategy
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