Acano for CIOs at Gartner Symposium
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Why hasn’t UC delivered? Technology silos are unable to communicate and too much time is spent on tactical component upgrades. Employees are demanding the ability to connect to anyone regardless of network technology. Solution: Communications Middleware.
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Acano for CIOs at Gartner Symposium
- 1. Reduce the Complexity of Your Multivendor UC Network OJ Winge, CEO, Acano Gartner® Symposium/ITxpo 2014
- 2. Story from industry vendors over the past decade The marketing of UC has outpaced reality
- 3. Why hasn’t UC delivered? Technology silos are unable to communicate and too much time is spent on tactical component upgrades Video Infrastructure Web Conferencing Audio Infrastructure Need: Holistic UC for business impact
- 4. Employees are demanding the ability to connect to anyone regardless of network technology Web Client WebRTC IM Client Video Endpoint Lync Client Desktop Client Vendor Customer Employee Phone Skype Tablet Productivity Applications Need: Freedom of choice for user adoption
- 5. Solution: Communications Middleware Provides freedom of choice to users PREFERRED USER EXPERIENCE EXISTING INFRASTRUCTURE Phone Skype Web Client WebRTC IM Client Video Endpoint Lync Client Desktop Client Tablet Productivity Applications Video Infrastructure Web Conferencing Audio No ‘rip & replace’ for IT Infrastructure Lync
- 6. Solution: Workflow Phone Skype Web Client WebRTC IM Client Video Endpoint Lync Client Desktop Client Tablet Productivity Applications Audio Web IM Video coSpaces are always-available Content virtual meeting rooms (VMRs)
- 7. “Employees will be able to enter coSpaces and use audio, web, video, Lync, and tablets on a massive scale, this gives teams the freedom to choose how they communicate.” Acano - coSpaces improve workflow
- 8. It’s one of those killer applications that really changes the way you work… coSpaces are being used for acquisitions, HR interviews, RFP responses, client and vendor collaboration. Acano - coSpaces improve workflow
- 9. coSpaces are being used by doctors, hospitals and pharmacies to improve patient care across the entire population of Norway. coSpaces improve workflow
- 10. Reduce UC network complexity. Transform business. Months 4-6 workflow Assign VMRs to employees Months 1-4 middleware Identify internal costs Deploy middleware Months 6-12 transformation Assess hard/soft ROI Learn the new way of working
Editor's Notes
- Intro I am here to talk about reality
- This slide could have been presented of any of the players in the UC over the last decade Coupled with numerous videos on how fantastic and easy it would be working with new technology All talked about UC promised to be seamless, effortless, anywhere, any time, any device. 4) Marketing outpaced Technology – we have made progress, but reality is far from the marketing videos The marketing in Unified Communications has outpaced reality. Four years ago and even earlier UC promised to be seamless, effortless, anywhere, any time, any device. (Source: slide presented in 2010 at a technology conference by HP)
- Why hasn’t it delivered? Most UC systems are made of many components that are in silos, unable to communicate with each other. A typical situation we see at an enterprise is: Cisco video conferencing systems Audio conferencing from a BT, for example Chat from Lync, and growing internal communication WebEx on a department-by-department basis Employees either choose the same technology or are left out of the conversation. Result: IT teams spend time on tactical component upgrades Instead of viewing the holistic UC network and how it can make the business more effective. ARE ANY OF YOU CHALLENGED BY INTEGRATING LYNC WITH YOUR CISCO VIDEO CONFERENCING? This is the most urgent pain point we see in 60-70% of enterprises. ------------------------------------------------------------------------------- Gartner Research: Unfortunately, many organizations' UC road maps are not strategic. They are confined to planning and implementing tactical upgrades of individual components, such as telephony, messaging (email or IM) or conferencing, without much of a holistic sense of what they want to achieve from UC in the medium to long term. Inquiry with Gartner analysts shows that most have not even considered leveraging communications in their IT applications for productivity. Leading organizations that have planned for UC in their upgrade road maps are often also tactically focused on cost savings and operational benefits for IT, rather than on opportunities to make the business more effective.
- This is not simply a network management issue – this is about user centric design. Employees are demanding that UC finally catch up to marketing hype and demanding the freedom to choose their devices, and be connected to anyone. And why shouldn’t they? We can call each other on the phone and not worry if we have the same mobile provider. We should also be able to call outside our enterprise walls from Lync to Cisco room system to smartphone. And we should not have to care how our partners, vendors and customers are connecting. We just connect. Gartner calls this ability to communicate between organizations regardless of technology “intercompany Multimodal Federation”. I would take that another step to include business-to-consumer communication. Our shorthand at Acano for Intercompany Multimodal Federation is to simply say “Everyone’s Invited”. ------------------------------------------------------------------ Gartner Symposium theme: Digital business is blurring the lines between the digital and the physical worlds, disrupting all industries and redefining the role of IT. In this new era, people, businesses and things are connecting, transacting and even negotiating with one another directly. CIOs, business leaders and technology providers who understand and harness digital technologies and business moments will play a leading role in helping their organizations or government agencies win in this new environment. Gartner trend: Intercompany Modal Federation ON THE RISE: Intercompany multimodal federation is the ability for users inside one organization to share presence information, and communicate and collaborate using IM, audio, video and Web conference sessions with other users in another organization, irrespective of the technology platforms selected by their respective IT departments. The problem is that this collaborative functionality and the ability to switch between modality are only largely available from within a single vendor technology platform and inside a single organization. competition is fierce between vendors from different ends of the collaboration spectrum — voice vendors such as Cisco and Avaya; messaging vendors such as Microsoft and IBM; video from Polycom and Cisco; and cloud solutions from Google and Microsoft's Skype. While integration is possible to improve interoperability of the discrete communications channels (telephony, IM and video), the capability to switch between these modalities and establish multiparty collaboration sessions between different technology platforms is limited today. Development of standards: While SIP is emerging as the standard for voice and some video communications, Extensible Messaging and Presence Protocol (XMPP) is more accepted as the intercompany standard for IM. Developments in Web real-time communication (WebRTC) show promise for interoperability at a client level for peer-to-peer communications, but adoption by browser vendors is mixed and further development is required for mobile clients. Organizations will be challenged, though, by selective implementation of partial or complete standards on the part of vendors, which can adversely impact end users because it inhibits escalating and de-escalating smoothly from IM to voice and video and back between two connected platforms. Because standards are slow to evolve and the working groups established to address these issues are not fully supported by leading competitors, communications middleware providers are likely to be instrumental in providing early intercompany federation services. Business Impact: Intercompany federation of UC modalities has the opportunity to extend the operational benefits identified with UC inside the enterprise to customers, partners and suppliers.
- How do you bring together the needs of the network and employees? Communications middleware fills the gaps between technologies - think of it as network glue. Most of our customers call it the Magic Glue Enabling enterprises like yours to integrate multivendor components without “rip and replace”. Can be deployed rapidly and at a cost far lower than overhauling your UC platform. Provides freedom of technology choice to employees, customers and vendors. FOR THOSE WITH LYNC/CISCO CONNECTIVITY ISSUES MIDDLEWARE EXTENDS THE REACH OF LYNC TO NON-LYNC USERS. I’ll provide real customer examples in just a minute. -------------------------------------------------------- No Jitter We believe middleware platforms are going to represent opportunities for enterprises to modernize communications capabilities without going out and committing to a whole new horizontal platform. Eric Krapf in No Jitter, “Middleware platforms represent opportunities for enterprises to modernize communications capabilities without going out and committing to a whole new horizontal platform.” Relevant Gartner Comment on Middleware from Intercompany Multimodal Federation Because standards are slow to evolve and the working groups established to address these issues are not fully supported by leading competitors, communications middleware providers are likely to be instrumental in providing early intercompany federation services. Business Impact: Intercompany federation of UC modalities has the opportunity to extend the operational benefits identified with UC inside the enterprise to customers, partners and suppliers.
- Middleware is just one important piece of the puzzle. Gartner’s conference theme is about the lines are blurring between digital and physical. For UC that means that technology must accommodate workflow, not require workflow to conform to technology. Assigning each employee a Virtual Meeting Room that is always on, has a dial-plan address, and any-device access improves workflow. Employees and their vendors and customers can chat, create agendas, and post photos and links. It is like having a huddle room or war room for each employee – but without the real estate costs and geography limitations. - McKinsey example As our customer Charles River has said “It’s one of those killer applications that really changes the way you work.” Acano calls these always-available virtual meeting rooms “coSpaces”. -------------------------------------------- Gartner research As WebRTC matures, the expectation is for high-quality voice and video communication to be tightly integrated with business applications that can be consumed by any smart device running a Web browser client.Benefit Rating: TransformationalMarket Penetration: 1% to 5% of target audience Business Impact: The business focus for WebRTC video has centered on business-to-consumer applications where there is the need to simplify call creation. Typical examples include home healthcare initiatives and contact center implementations. For business videoconferencing, we anticipate that WebRTC will be just another video option in heterogeneous meet-me conferencing and will be mixed into calls accordingly. WebRTC video's primary business advantage is the additional reach it supplies without the need to manage concurrent or ephemeral licenses, or intervene in initial endpoint configuration.User Advice: WebRTC video is still only supported in a limited number of browsers, and may also require additional transcoding resources since WebRTC includes both h.264 and VP8 as video codec options. The audio stream (Opus) will need to be transcoded and, in many cases, needs interworking signaling between enterprise SIP and the WebRTC endpoint. Enterprises that are focused on video-enabled contact centers or business-to-consumer (B2C) applications should evaluate WebRTC as an option, but should also evaluate other video meet-me alternatives that are endpoint neutral.
- Let’s talk about a real customer example. Vodafone has made the journey from middle ware to workflow. - Vodafone started with Acano as a Lync gateway. - Usage has increased almost 20% over the last quarter to 3500 calls, averaging 29 minutes/call for over 2 million minutes/month. - The company views 29 minutes as a major leap in productivity, with employees now able to participate in meetings as needed, rather than traveling or spending a full hour or more in a meeting. - For even greater business impact, the company is now providing personal virtual meeting rooms to employees, called “voSpaces”.
- 8000 employees, global locations Use of coSpaces: A team working on a particular drug study could leave notes and updates for one another as a natural part of their workflow, rather than waiting for a scheduled meeting to occur. - Strategic planning and onboarding during a recent acquisition. The CTO created an instant virtual meeting room on his Mac to connect with several departments. During the first week, the team included four sites across three countries and used Acano solidly for five hours per day. Reduce travel and improve communication for an expansion in China. Connecting external general contractors and architects working with their internal procurement, facilities, and general management teams.
- NHN serves nearly 5 million people and has over 900 video studios. It is now possible for doctors and hospitals with different technologies to discuss patient care. This is a transformation for healthcare in Norway.
- How can you quickly reduce complexity and begin transforming your business? Months 1-4 Understand your internal costs for each component across departmental budgets Deploy middleware to bridge the gap between silos, modernize the network and provide freedom of choice. Months 4-6 Assign dedicated VMRs to employees to improve workflow Months 6-12 Transform with a new way of working Assess ROI, including reduction of real estate costs with new mobility Continue transformation, removing additional components/costs
- Thank you.