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Unified Communications (UC) is a commonly used term for the integration of disparate communications systems, media, devices and applications. This potentially includes the integration of fixed and mobile voice, e-mail, instant messaging, desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, voice-mail, fax, audio video and web conferencing, unified messaging, unified voicemail, and white boarding into a single environment offering the user a more complete but simpler experience. The largest single value of UC is its ability to reduce " HUMAN LATENCY " in business processes. Unified Communications?
IP Network | Telephony | VOIP | Desktop Software | Mobility | Security | Presence Applications UC Applications
Conversed Applications? Master Data Management Patterns Trends SCM ERP CRM Data | Voice Data | Voice Data | Voice
Conversed Applications? SM receives a Call from Customer SM dials a hunting number SM authenticates himself and accesses the SFDC system SM speaks out the Account name SM now can update the a/c status, add a/c information, record a voice file SM disconnects by hanging up SM talks to the called in party Voice Mail gets appended to the activity history along w/ transcribed text file Sales Manager gets back to his desk and opens up SFDC and he can now listen to the voice recordings as well as read the text files.
Breaks down today’s silos of communications experiences and provides rich capabilities that allow people, teams, organizations to communicate simply and effectively while integrating seamlessly with business apps and processes.
Provides the right communication services, user experience , and corporate resources to the individual in an intelligent way.
Integrates communications more closely with business processes , ensuring that information reaches recipients quickly, through the most appropriate medium.
Improves business process - streamlines the tasks each of us perform in business today, improves productivity and ultimately takes the human out of the "process" enabling us to work more efficiently.
UC Vision of Leading Players – Impact on Application Development
* Marked companies caters to multiple categories HP Accenture Dimension Data Spanlink eLoyalty Citrix WebEx Interwise Polycom Sonexis AVST Active Voice Adomo Esna Plus all telephony providers Oracle* SAP Siebel Vertical apps AOL IBM/Lotus* Google Microsoft* On-State Orative Tello Yahoo Skype Alcatel Avaya Cisco* Inter-Tel Inter Intelli Mitel NEC Nortel Shoretel Siemens others SIs, Other Conf’ng/ Collab Voice Messaging Business Process IM/ Email/ Presence and/or Search Telephony Categories & Players
CISCO Vs. Microsoft Recent acquisitions of Audium and Metreos Speech Application Language Tags (SALT), .NET Application Development Broad range of low- to high end phones, wired and wireless, third party Third party IP Phones CallManager, CallManager Express Office Communications Server (OCS) Call Control None Exchange 2007 E-Mail Server IP Contact Center (IPCC), IP Contact Center Express (IPCCE) None Contact Center Unity, Unity Connection Exchange 2007 Unified Messaging MeetingPlace, Telepresence, MeetingPlace Express (MPE) Live Meeting Conferencing Applications Cisco Unified Presence Server (CUPS) Live Communications Server (LCS) Presence Server Cisco Unified Personal Communicator (CUPC) Microsoft Office Communicator (MOC) Desktop Clients CISCO Microsoft Product
Recent research indicates that in order to become more agile the vast majority of companies are currently making significant changes to at least one business process . The research also indicates that while a wide range of business processes is currently being re-engineered, there is a particularly strong focus on re-engineering any aspect of business that touches the customer . Additional research shows that the factor most likely to cause a company to re-engineer its business processes is the emergence of new, enabling technology…. CUAE, SALT Tags, .Net Framework Business Value of Converged Applications
IT staff inexperienced with telephony protocols and media processing
Complexity drives time, cost and project failures
Developers must build everything from scratch
Decision to use emerging standards like SIP or SCCP is made by the development environment itself as against the developer.
CUAE – Addressing Organizational Concerns
Streamline business processes by building full-features applications for converged voice, video and data networks using the first integrated, end-to-end runtime and development platform for unified communications - Extensible provider network shields developers from voice complexity - Abstraction layer simplifies and provides flexibility in telephony protocols - Framework reduces training and development time - Virtual machine layer separates application logic from core call routing Single standard application container (Similar to a J2EE application server but for IP communications software) provides a common platform that developers, quality assurance, and operations staff can share to manage the reliability, scalability, capacity, and performance of all packaged and custom unified communications applications. What CUAE Does?
In-store customer assistance, workforce scheduling, order ready notification, inventory management
- Employee hoteling with departmental charge back
- Time critical alerting and resolution workflows w/ Tivoli, BMC, CA, NetIQ, OpenView
Vertical and Horizontal application examples
Salesman is talking to the customer from his SFDC Accounts page Salesman gets the different status of consultants available at that hour Salesman now proceeds to organize a conference with the client, himself and the consultant by clicking on a toast in the SFDC account page. He wants to know if any consultants are available and if so than in what mode (Presence Information) Empowering SFDC Users with Presence
Business Problem: Takes too much time for expensive analysts to conduct routine client communications. Here the analyst is dialing out and finding the different states of the called in party phone himself. He is leaving voice mail messages himself. Customer Case Studies - Lehman/QuickDial
Business Problem: The financial analyst is now directing an predictive dialing platform to dial out from a list compiled on the basis of a business parameter. The system identifies the status of the dialing party and accordingly takes an action. The system connects the call back to the financial advisor only when there is a human voice at other end. Customer Case Studies - Lehman/QuickDial
Business Problem: Unnecessary office space and lease expenses due to inflated usage records.
$1.5M per year cost savings on real estate lease costs for east coast offices
More reachable & responsive consultants
Reduced consultant cell phone expenses
Customer Case Studies – BearingPoint/Hoteling
TRANSACTION INTERACTION Club for frequent customers to stay in touch Send text/voice message depending on their visits Initiate action through the same message for orders Send message to the customer when the order is ready Automatically debit the account of the customer and place the slip. Retail
Provide and end emerging CISCO Developer Community with the necessary materials and knowledge to effectively utilize the CISCO Unified Application Environment to build, deploy and administer innovative applications that converge voice and data. Training Plan
Delve into the architecture and operation of the platform to the extend a developer will be able to understand how to design and build a variety of applications that merge voice, data, and enterprise applications.
Familiarize the participant with the CISCO Unified Application Environment interface and common design patterns found in the CISCO unified Application Environment
Receive and overarching view of all major administration concepts and features so that the participant can deploy a new application into any Call Manager environment
As part of CISCO's SONA architecture, the CISCO Unified Application Environment plays a key role in enabling the rapid development, reliable execution and automated management of applications that converge voice, video and enterprise applications and data
Network is platform:
Platform for customers, integrators, VARs...To deliver profitable value-added solutions that transform core customer business processes.