The document discusses key ingredients for developing a unified communications (UC) strategy, including considering people, processes, technology, and communication-enabled business processes. It provides examples of how UC solutions can address problems in sales and regulatory affairs. The document also outlines a sample two-year UC roadmap and lessons learned, including that a multi-vendor interoperable approach is more common than a single vendor, and communication-enabled business processes are often the most compelling use cases.

1. Developing a UC Strategy Patrick Borka, [email_address] (443) 625-5238

2. Agenda Key Ingredients of a UC strategy Example output of a strategy Lessons learned

3. Key Ingredients to a UC Strategy

4. People End-user culture Which tools are most predominant? Phone Mobile device PC How well can they adapt? Risk averse Tech-savvy IT Organization culture Do all the groups work near to one another and do they get along? Which has the ear of the business and leadership team?

5. Best Practices and Trends: People End users Pick a solution that users are likely to embrace Over-communicate the reason for change and the WIFM message ‘ If you build it they will come’ doesn’t always work IT Merge groups or create virtual team Clearly define new roles and responsibilities Cross-pollinate experts

6. Processes Business & User Processes Is there value in embedding comms into business processes? Are there established training and change processes? IT Support Is one help desk already taking voice, network, and app calls? Can issues be resolved quickly, across departmental boundaries? End User Training Do they need to be convinced to use something new? Or just shown how to use the new tools?

7. Best Practices and Trends: Processes Business/End users Think more broadly than just person-to-person communications Rolling out by site is not as valuable as by workgroup Start with the right pilot groups IT Unless you’re already doing VoIP well, support and satisfaction risks are high Get all stakeholders to buy-in and agree that they will own the issue if it comes their way

8. Comms-Enabled Example: Sales Force Problem: Unrecoverable returns Symptoms: Customer returns equipment, Sales Rep doesn’t know until end of month UC Solution: Billing app launches IM/email/outcall to the rep, who contacts customer to save the deal

9. Comms-Enabled Example: Regulatory Affairs Problem: Mobilizing a task force is too slow Symptoms: Regulators visit unexpectedly, information and experts needed ASAP UC Solution: Presence-enabled contact list and conferencing for instant multi-party collaboration

10. Technology What are the current and future expense trends? Is the existing infrastructure ready? Will there be prerequisite projects and investments? Is there an impending event that will force the hand? i.e. New site needs new system Voicemail system is outdated Licensing renewal or major upgrade ahead

11. Best Practices and Trends: Technology Address big picture first Representative samples, not single facility/circuit Data center architecture, not remote site LANs Then, before deploying, get into the details Consider which solutions can be best supported over time Phase in some components, phase out others

12. Technologies in Scope Applications Voice Voicemail Audio and Web Conferencing Email Video Collaboration, IM, and Presence Mobile Devices Supporting Technologies IP Network Directory Desktop Security VPN/DMZ Federation

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. 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. Summary of Key Lessons Learned Single vendor solution is a good a target, but not likely Multivendor interoperability (with caveats) is more common People and processes can derail a solid technical direction Three year outlook is feasible, longer vision gets hazy Communication-enabled business processes are under the radar, but are usually the most compelling use cases

16. Developing a UC Strategy