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UC Mobility Guide

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This report examines the trend of “bring your own device” in context, using Aberdeen’s research to discuss the issues, challenges and option associated with mobile unified communications.

This report examines the trend of “bring your own device” in context, using Aberdeen’s research to discuss the issues, challenges and option associated with mobile unified communications.

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  • 1. January, 2012 Thats the Way You Need It: A Guide to Mobile Unified Communications Analyst InsightJourneys song lyrics "Any way you want it / Thats the way you need it / Aberdeen’s Insights provide theAny way you want it" sum up the typical employees expectation for analyst perspective of themobility in this day and age. Regardless of device type or corporate policy, research as drawn from anemployees increasingly seek to use their own devices and preferred mobile aggregated view of the researchenvironment to communicate with co-workers and clients. Aberdeen has surveys, interviews, andtracked this trend toward putting a unified communications environment in data analysisthe employees hand. This report puts this trend in context, usingAberdeens research into wireless expense management, unifiedcommunications, enterprise mobility management, and mobile applicationsto describe the issues, challenges, and options associated with mobile unifiedcommunications.The Changing Face of Enterprise MobilityThe advent of powerful handheld mobile devices has resulted in a new typeof employee, who expects enterprise-level technology resources coupledwith the ease of the most delightful consumer experiences. Theseemployees expect to have access in any location on any device to high levelsof bandwidth, application functionality, corporate resources, and expertadvice on-demand. In addition, Aberdeen found in research for theNovember 2010 report Helping the Helpless Desk that a majority ofemployees now seek to fix their own technology issues before accessingtheir corporate help desk.The corporate reaction to these trends should be multi-faceted, since itmust take into account the business need for usability and robustcommunications capabilities, cost structure considerations, centralizedmanagement, and support tools for an IT department facing its ownchallenges with multi-vendor technology proliferation.In light of these countervailing individual and corporate trends, enterprisesseek a solution that supports greater individual and corporate productivitywhile maintaining costs and fitting into the current technology roadmap.Converge, Secure, and Upgrade MobilityTo translate mobility deployments into greater employee productivity,mobile devices and environments must be optimized to support bothemployee preference and corporate functionality. To better understandhow organizations complete this task, Aberdeen studied over 500organizations in the October 2011 report Enterprise B2E Mobile AppStrategies. This report focused on the best practices associated with building,This document is the result of primary research performed by Aberdeen Group. Aberdeen Groups methodologies provide for objective fact-based research andrepresent the best analysis available at the time of publication. Unless otherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc.and may not be reproduced, distributed, archived, or transmitted in any form or by any means without prior written consent by Aberdeen Group, Inc.
  • 2. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 2deploying and supporting mobile applications that accelerated time-to-information and operational efficiency for employees. Best-in-Class B2E Mobile AppsThree key traits associated with Best-in-Class mobile application usage In this September 2011 study,were: the top 20% of respondents, • a corporate focus on using mobile applications to improve deemed "Best-in-Class", were communications and collaboration among employees, defined as those who achieved the following characteristics on • the ability to provide secure applications that conformed to average: corporate needs, and  Can access information • the capability to update software over-the-air (OTA), which allowed within required time frame organizations to support and manage mobility more easily. 90% of the time  72% year-over-yearEach of these traits played an important role in aggregating communications improvement in “time-to-capabilities into consolidated mobile unified communications, but for information”different reasons.  42% year-over-yearAlthough most organizations identify improving collaboration as a key role improvement in operationalfor mobile applications, only 36% of organizations have deployed unified efficiencycommunications on their mobile devices, and another 26% are consideringdoing so in the future. A majority of survey respondents say their In comparison, the bottomorganization has formalized the use of mobile email, calendars, and contact 30% of respondents, deemeddirectories--but by failing to fully integrate smartphones and other mobile “Laggards”, had the following performance:devices with the corporate communications environment (including, voice,instant messaging, and presence), organizations focused on mobile  Can access information within required time frameapplications are missing a clear opportunity to accelerate time-to-action and 56% of the timesupport synchronous communications. By converging traditional deskphone  0% year-over-yearand PC-based communications capabilities onto the mobile device, they can improvement in “time-to-allow the employees mobile device to become a more powerful driver for information”increasing productivity.  2% year-over-yearOrganizations that seek productivity must do so securely and compliantly. improvement in operationalProductivity gains are useless if that productivity is either carelessly lost or efficiencymaliciously taken away from the organization. Companies must securenetwork connections, and potentially encrypt sensitive or proprietarymobile communications. Although mobility makes work environments moreflexible and pervasive, it can also expose organizations to snooping, malwareattacks, and other security threats. Enterprises adapted to securitychallenges for personal computers and networks by using Virtual PrivateNetworks (VPN) and encryption, ideally embedded into the computingenvironment so that any remote usage is automatically protected. Mobileunified communications requires the same caution, as many transactionstraditionally conducted on the PC have moved to the mobile device.Employees also desire transparent, yet fully up-to-date, support of keytechnologies--especially on the mobile device, which is expected to haveubiquitous connectivity and access. To meet this need, organizations shouldbe sure they can update mobile applications OTA, rather than requiringthese devices be updated at a centralized or fixed location. Aberdeensmobile applications research found that Best-in-Class companies were overtwice as likely as Laggards to have OTA software update capabilities.© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 3. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 3Managing Many Forms of MobilityIn Enterprise Mobility Management Goes Global: Mobility Becomes Core IT (July2011), Aberdeen established that the top pressure for managing mobility,identified by 55% of over 400 organizations, was to maintain and supportemployee productivity throughout the organization. (Figure 1)Figure 1: Global Pressures to Manage Enterprise Mobility Source: Aberdeen Group, Enterprise Mobility Management Goes Global, June 2011This global demand superseded the desire to standardize on a single mobileplatform or control the influx of mobile devices and demand. However, asnew operating systems, form factors, applications, and use cases appeared,they came into conflict with legacy organizational strategies. Forty-eightpercent (48%) of respondents sought to ensure that all devices metcorporate standards, and placed corporate risk above individualconvenience. This need for compliance would seem to be in contrast withthe demand to expand the value of mobility. However, security andproductivity do not have to be diametrically opposed. To achieve bothgoals, mobility support must be scalable, compliant with corporate security "[Unified Communications]and governance policies, and easy-to-use. allows streamlined communication between whileAs part of this effort to expand the productivity gains of enterprise mobility, in the office or while mobile tocompanies have increasingly embraced the trend of Bring Your Own Device respond to our vendor and(BYOD). Currently, over 70% of Aberdeen respondents claim to have some customer needs much faster.BYOD policy, ranging from limited use for specific job roles to holistic use ~ SVP, Telecom Services,of BYOD throughout the organization. BYOD is typically assumed to lead United Statesto greater productivity and reduced cost.The first assumption is based on the employees ability to personalize theirmobile devices with the applications and environment best suited to theirneeds. As long as the employee chooses an environment compatible withthe companys mobile approach, this assumption can be sound.© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 4. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 4However, the assumption that BYOD reduces costs is highly dependent onhow these devices are managed. On average, BYOD actually costs thebusiness $19 more per month per device than corporate-liable becausethese personally-owned devices were used in the same way as corporatedevices, but incurred processing costs associated with expensing andreimbursing devices and services. To be cost effective, organizations mustbe strategic in reimbursing and acquiring unified communicationstechnologies to rationalize the cost structure of BYOD in the enterprise.Controlling Wireless BYOD CostsAlthough BYOD is not cost-effective in the vast majority of cases, there areenterprise mobility tools that can significantly reduce the cost of mobility byintegrating mobile devices with enterprise phone and unifiedcommunications systems. Rather than use desk phones because theyrepresent a traditional method of communications, consider the enterpriseability to optimize international calling and international roaming costs.Mobile international calling is expensive, controlled by carrier tariffs, andtypically represents one of the highest per-minute charges that can beinitiated from cell phones. However, by routing international calls through aPBX, organizations can effectively shift these calls from wireless carrier-billed calls to calls going through the landline or network carrier. Dependingon the routing options available, this could turn an expensive mobile callinto a call with virtually no cost. Considering the proliferation of BYODmobility and the difficulty of controlling associated costs, the ability to giveemployees an option to reduce international calling costs can improve thebottom line. This is especially true if this process is transparent to theemployee and this cost routing can be automated to provide a cheap andeasy solution while maintaining employee flexibility and productivity.Even more important than routing international calls is the need to controlinternational roaming. In Aberdeens September 2011 report Wireless Best-in-Class WEMExpense Management (WEM), international roaming placed second only to In this September 2011 study,the BYOD trend as a top concern for respondents. On average, the top 20% of respondentsorganizations concerned with international roaming paid an additional $60 were defined as those whoper employee per month just from international roaming charges. Multiple achieved, on average:respondents saw bills as high as $3,000 to $4,000 for an individual trip. To  $27 per user per month foravoid these unexpected charges, one of Aberdeens recommendations to data costs (31% less thanachieve Best-in-Class wireless expense management status was to take calls Industry Average)off the cellular network and take advantage of existing LAN and WAN  $31 per user per month forresources. Currently, only 15% of Best-in-Class companies use fixed mobile voice costs (26% less thanconvergence, but Aberdeen sees this as an opportunity to offload these Industry Average)expensive costs by taking advantage of ubiquitous connectivity and movingthese calls to Voice over WLAN calls that avoid carrier tariffs.The Reality of Supporting Unified CommunicationsAlthough supporting multi-platform mobile deployments can be challengingin itself, mobile unified communications also includes integration with thePBX. Enterprise telephony and communications have often been managed in© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 5. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 5an ad-hoc manner, resulting in many different types of solutions existing inthe same organization. To solve this problem, organizations should seektechnology management overlays that support multi-vendor telephonyenvironments. Rather than repeatedly worrying about whether a specificmobile platform will be compatible with a specific PBX, organizationsfocused on the productivity aspects of mobility should focus on supportingthe technology environments that are best for employees.In the June 2011 study Conquering the Fear, Uncertainty, and Doubt of Best-in-Class Managing CommsManaging Integrated Communications, Best-in-Class organizations were four In this June 2011 study, the toptimes as likely as Laggards to have a multi-vendor solution for configuring 20% of respondents (Best-in-and managing unified communications (UC). This capability provided Class) were defined as thoseorganizations with increased productivity in supporting communications and who achieved, on average:contributed to Best-in-Class results (see right sidebar).  98% of employees centrallyTechnicians and telecom analysts will especially appreciate the importance managed for UC (comparedof a consistent and managed dial plan. Although end users do not typically to 42% for Laggards)think about the challenges of managing a phone extension and identity, this  99% of locations centrallywork can take up ITs time with supporting employee orders on multiple managed for UC (comparedsystems for multiple devices, and threaten the departments ability to to 29% for Laggards)innovate and support new technologies. By adding mobile devices to the dial  98% of outage-based SLAsplan, organizations can provide corporate communications benefits in a met for UC (compared tocentrally managed way. Mobile unified communications should ideally 44% for Laggards)provide all the benefits of being in the office, regardless of whether the  1.2 hours of significantemployee is actually there or not, which is why integrated dial plan communications impairmentmanagement for all devices was a key capability associated with Best-in- to one or more locations (less than 1/30th theClass support of unified communications. downtime seen by Laggards)Questions Regarding Mobile Unified CommunicationsTo effectively mobilize your unified communications environment, askyourself the following questions, based on Best-in-Class practices reviewedin this document, as you evaluate internal or third-party solutions. To usethis table effectively:Consider the strategic questions in context of your organizations currentcapabilities and note the level of maturity, which indicates the highestAberdeen technology Maturity Class where this concern is still felt by amajority of companies (Table 1).Table 1: Your Mobile Unified Communications Concerns Strategic Maturity Class Your Companys Answers Questions Pain Point Mobile Is your current Laggard Strategy mobility strategy Concerns focused on supporting multiple device types and operating systems?© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 6. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 6 Strategic Maturity Class Your Companys Answers Questions Pain Point Are your employees Industry Average: content to use Best-in-Class track corporate mobile mobile access to devices or do they data for employee- use their own liable devices and mobile devices at have an inventory of all personal-liable work? devicesMobile Support Do your employees Industry Average: Concerns already support a Best-in-Class home technology organizations environment on par support multiple with corporate- types of devices, provided services? including those that maximize employee productivity Can you update Industry Average: communications 71% of Best-in-Class software on mobile companies have devices OTA? OTA support Are all work-related Industry Average: mobile 70% of Best-in-Class communications enforce security secure and policies for all compliant? corporate mobile devices Does the mobile Best-in-Class: Only security currently 43% of Best-in-Class used for your even have anti- devices require the malware solutions. end user to turn it on or is it automated? Wireless Are mobile Laggard: Best-in- Expense communications Class organizations Management conducted in a cost- reduce direct costs Concerns effective and fiscally by over 25% optimized way? compared to average companies Are international Industry Average: calling or 58% of Industry international Average companies roaming expenses a identified concern? international roaming costs as a key concern.© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 7. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 7 Strategic Maturity Class Your Companys Answers Questions Pain Point Convergence Does your mobile Best-in-Class: Only a Concerns deployment take third of Best-in- advantage of Class companies landline network used Fixed Mobile investments? Convergence compared to 14% of Laggards. Can your mobile Best-in-Class: Only a devices currently third of Best-in- access the dial plan, Class companies voice mail, and used Fixed Mobile unified Convergence communications compared to 14% of Laggards. features associated with your PBX? Do the mobile Industry Average - devices used for Instant messaging work have access to and presence are corporate instant two of the top messaging and differentiators for presence? gaining value from Unified Communications Do you currently Best-in-Class: Only support multiple 40% of Aberdeens PBX or telephony Best-in-Class have a vendors in your formal process to communications integrate multiple environment? vendor solutions. Source: Aberdeen Group, November 2011Key Takeaways for Mobile Unified Communications [Mobile Communications] haveAs mobility has become a core aspect of the employees technology allowed different means ofportfolio, organizations have gained a new opportunity to improve communication whereemployee productivity. However, these desired productivity gains require immediate 24x7x365 responses have become the norm.companies to improve collaboration by integrating mobility with enterprise Additionally, it has increasedcommunications. Aberdeen offers the following advice based on Best-in- employee productivity withoutClass end user experiences associated with business value: increasing overhead. • Develop a solution that takes end user support and self-service ~ IT Manager, Computer trends into account. Employees are more demanding, and expect Equipment, United States more personalized technology support as their own technology consumption habits become more mature. This may mean providing more flexibility for end-user configuration, supporting BYOD, or providing self-service capabilities for employees.© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897
  • 8. Thats the Way You Need It: A Guide to Mobile Unified CommunicationsPage 8 • Mobile unified communications should not be limited to the device. Aberdeen considers Social, Mobile, and Cloud to be part of one integrated whole called SoMoClo™. Although mobile devices already have their own unified services, they are typically specific to the device. To provide the greatest business value, mobile devices must be connected to corporate communications solutions that tie together the mobile device, cloud-based data, and applications. • Wireless expenses are controllable and reducable. Rather than take thousand-dollar roaming expenses and international calling charges for granted, organizations can offset these calls onto cheaper networks. By doing so, the employee can still make calls, without charging a premium to the company. • Mobile unified communications should be secure and ubiquitous. Although this statement seems obvious, only 20% of Aberdeens respondents have a security solution for unified communications, and only 21% of employees at Industry Average organizations in Aberdeens February 2011 Enterprise Mobility Management study have secure remote mobile access. Most organizations still have significant steps to take before their mobile communications and landline communications are as secure as their landline networks.For more information on this or other research topics, please visitwww.aberdeen.com Related Research Helping the Helpless Desk; November Enterprise Mobility Management Goes 2010 Global: Mobility Becomes Core IT; July Enterprise Mobility Management 2011: 2011 Mobility Becomes Core IT; February Wireless Expense Management; 2011 September 2011 Conquering the Fear, Uncertainty, and Enterprise B2E Mobile App Strategies; Doubt of Managing Integrated October 2011 Communications; June 2011 Author: Hyoun Park, Research Analyst, Collaboration and Integrated Communications (hyoun.park@aberdeen.com)For more than two decades, Aberdeens research has been helping corporations worldwide become Best-in-Class.Having benchmarked the performance of more than 644,000 companies, Aberdeen is uniquely positioned to provideorganizations with the facts that matter — the facts that enable companies to get ahead and drive results. Thats whyour research is relied on by more than 2.5 million readers in over 40 countries, 90% of the Fortune 1,000, and 93% ofthe Technology 500.As a Harte-Hanks Company, Aberdeen’s research provides insight and analysis to the Harte-Hanks community oflocal, regional, national and international marketing executives. Combined, we help our customers leverage the powerof insight to deliver innovative multichannel marketing programs that drive business-changing results. For additionalinformation, visit Aberdeen http://www.aberdeen.com or call (617) 854-5200, or to learn more about Harte-Hanks, call(800) 456-9748 or go to http://www.harte-hanks.com.This document is the result of primary research performed by Aberdeen Group. Aberdeen Groups methodologiesprovide for objective fact-based research and represent the best analysis available at the time of publication. Unlessotherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc. and may not bereproduced, distributed, archived, or transmitted in any form or by any means without prior written consent byAberdeen Group, Inc. (2011a)© 2011 Aberdeen Group. Telephone: 617 854 5200www.aberdeen.com Fax: 617 723 7897

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