Unified Communications and VoIP Trends Briefing

EMERGING TRENDS IN
ENTERPRISE UC /
COMMUNICATIONS
Presented by:
Don Gulling, CEO, Verteks Consulting
Twitter:@dongulling LinkedIn:www.linkedin.com/in/dongulling

Verteks Consulting Company Background
• Eighteen+ Year History
– Incorporated in January, 1997
– Veteran Owned Business
• Premier Technology Partners
– ShoreTel Gold Certified Partner
– Microsoft Certified Partner
– Hewlett Packard Business Partner
– VMware Professional Partner
– Ruckus Certified Partner
– WatchGuard Gold Partner
• Extensive IT, VoIP, and Contact Center Experience
– Over 420 ShoreTel Sites Supported
– Experience in complex deployments with IVR,
Call/Screen Recording, and Work Force Management
• Responsive Support
– Guaranteed service levels, 24x7x365

Enterprise Unified Communications
Key Trends
1. Virtualization
2. Collaboration
3. Mobility
4. Application Integration
5. Business-Enabled Communications

Flexibility of
Deployment
Ease of
Administration
Trend: Virtualization
Flexibility of
Architecture
Low Total Cost of Ownership

Virtualization Trends / Benefits
• Leverage virtual infrastructure
customers already own and operate
• Mix and match hardware-based and
virtual appliances in a single network –
managed through the same admin
interface
• Extend existing business continuity
practices (VMware HA, VMotion) or
take advantage of ShoreTel’s N+1
• Increase phone, SIP trunk and IPT
feature capacities per switch
Brilliantly Simple

Flexibility of Architecture: Hybrid Virtualized
Optional
Voice
Switches
Primary
Server
ITSP
Headquarters and/or Data Center Phones and Devices
ShoreTel Distributed Architecture
Remote Location
WAN
Mobile Devices*
IP Phones
VPN Phones
ShoreTel Dock*
DECT Phone
Analog Devices
Softphone
Client Software for Mac,
PC and Mobile Devices
Back-up
Server
Browser-based
Administration
PSTN
PSTN
* Requires ShoreTel Mobility
Teleworker
Leverages existing
investment in VMware
or Microsoft Hyper-V to
reduce or eliminate
new hardware
purchases, simplify
administration, and
improve resilience and
disaster recover
capabilities.

Conferencing , Instant Messaging & Desktop Sharing
• Users Favor an Integrated Experience
• Integrated into Management and User Applications
• One Click Conference Scheduling for Outlook
• Can Be Centralized or Distributed
• Site-based: centralized or distributed
• Virtual or appliance-based
• System-based monitoring and reporting
• System wide, floating licensing
• Overload protection and fail-over
• Integrated Applications are Growing
• Scheduled, reservation-less conferencing
• Immersive audio conferencing
• Simple desktop sharing
• Secure enterprise IM
• Multimedia recording
Trend: Collaboration

When email is not fast enough
IM offers spontaneous, presence-enabled
communication
More complex problems demand
phone calls & conferences with
team members
Conversations become
collaborations with web-based
desk top sharing
Trend: Step-by-Step Collaboration

• Cost effective way to enhance
customer response, accelerate
decision making
• Standards like XMPP growing -
work with third party clients
such as IChat
• Encrypted communications,
Instant messaging privacy to
secure your data
• Multi-party IM and offline
messaging to cover all
situations
Trend: Internal Corporate Instant Messaging

Often key contributors are not
available immediately.
Scheduled meetings with one
click in Outlook--
or use the a web-app alternative.
More ‘clientless’ capabilities across
the Enterprise.
One-click conference scheduling
boosts group productivity

• Attendees quickly join the
desktop sharing session by
clicking on one web link and
with no download
• Attendees call in or are called
by the system automatically
• Leading systems support
both Windows and Mac
• “Table Stakes”? – Must share
PowerPoint, images and
movies, and easily record
conferences
Collaborate easily with shared desktop views

Source: iPass Global Mobile Workforce Report
Average number of devices
carried by mobile workers
Mobile workers
with tablets
Additional hours spent
working by mobile workers
25%
Trend: Mobility Usage Increasing

The seamless extension of unified
communications applications and
infrastructure to mobile devices, enabling the
same capabilities as available on PCs and desk
phones, from anywhere, on any network
How Does ShoreTel Define Enterprise Mobility?

• Multi-Vendor Support
• Centralized Control
• Security
• Ease of Management
and Support
IT Management CxO Users
• Ease of Use
• Multi-Modal – Voice,
UC, IM, Email/PIM
• Support for BYOD
• Low(er) TCO
• Cost Savings
• High User Productivity
Mobility Needs For Different Stakeholders

Reduce international roaming
charges by 30%-80%
• Leverage VoIP over Wi-Fi and VoIP
over 3G/4G
Eliminate cellular international
direct dial charges
• Leverage enterprise PBX least cost
routing
Reduce cellular minutes and
move to lower tier plans
• Automatic and dynamic
network selection
Reduce mobile device costs
• Leverage employee-owned mobile
devices (BYOD)
Eliminate secondary deskphones
and associated support
Trend: Leverage Mobility for Cost Savings

• Hybrid client interface
• Native interface for “pre-call” user experience
• Enhanced “mid-call” experience
• A single, unified, communications app
• Voice, IM/Presence, Security
• Consistent user experience on any network
Experience the phone as you already
know how – no learning curve
Mobility Requirements: simple, rich and easy to use

• Extension dialing
• Transfer, hold
• Enterprise conf.
• Do Not Disturb
• Personal dial
• VoIP over Wi-Fi, 3G/4G
• Automatic handover
• Corporate directory access
(LDAP, ShoreTel Directory)
• Desk transfer/retrieve
• Simultaneous ring
• Visual Voicemail
• Business dial
(dial via office)
Required - Rich, “Deskphone” Capabilities

• Outgoing calls – cellular
caller
ID displayed
• Incoming calls - route to
cellular voicemail
• Automatically recognizes
personal contacts
• Outgoing calls – desk/enterprise
caller ID displayed
• Incoming calls – route
to enterprise voicemail
• Default mode
POLICY CONTROL
Admin policy controlled groups
and/or users can be enabled for personal calling
Personal calls Business calls
Single device, dual persona

The next BIG THING
in Apple handhelds…
A place to
UNHAND them
Availability and feature functionality may vary
ShoreTel Dock--the first desk phone
for the mobile generation
Trend – Hardware Extenders Like the ShoreTel Dock

Enterprise Presence and IM on mobile devices – Remember,
Same Capabilities Across Devices and Platforms

Designed from the ground up for tablet users
Tablets aren’t just ‘toys’
anymore – BYOD
means that workers are
using rich web apps to
take their work, and
their communications
platform, with them.

Extension Assignment Call Handling Mode Visual Voice Mail
Trend: Integrated Desktop Control into Mobile

• Video calls between mobile devices and
desktop users
• Wi-Fi, Cellular Voice, Reverse-Dial and Video
• When enabled, Video option also appears in:
– Favorites
– Employee Directory
– Buddy List
– Recents
– Contacts
– Messages
– Voicemail
Trend: Corporate Video On Your Mobile Device

Trend: Enterprise Wearables
ShoreTel Mobility with Apple Watch means it’s never been
easier for the mobile pro to stay connected
• Ability to place an enterprise call
across Wi-Fi, cellular, or cellular
data access to corporate favorites
• One tap join to corporate meetings
• Ability to view and respond to
secure corporate instant
messaging by selecting from a
predefined set of responses or by
speaking into the Apple Watch
• Ability to view and update
enterprise presence
• Ability to answer/reject incoming
enterprise calls, or easily redial a
missed enterprise call.

• CRM integrations with most popular
apps
• Enhanced and custom reports
• Advanced and emergency call handling
• IVR enhancements and campaigns
• Workforce management integration
• Cost recovery and account
management tools
• Custom application integration
Trend: Application Integration

Feature rich softphone and complete Salesforce.com
Integrated and delivered from the cloud
• Screen pop upon call arrival
• Click-to-dial to make calls
• QuickDialer directory lookup
• Call logs with agent notes &
call results
• Salesforce report & dashboard
• Cloud application & zero install
• All platforms & browsers
Trend: Business Enabled Communications Processes

• It’s the difference
between knowing who
made the most calls to
now who made the
right calls?
Actionable Business Intelligence

Enterprise Unified Communications
Key Trends - Summary
• Virtualization
• Reduce hardware costs, improve resilience, simplify
administration
• Collaboration
• Empower teams to work together anywhere, anytime, any
medium (chat, screen, audio)
• Mobility
• Any device, anywhere, all Enterprise capabilities
• Application Integration
• Link communications to critical information, improve agility,
enhance customer support
• Business-Enabled Communications
• Connect people to the right resources quickly, use business
rules to manage interactions

THANK YOU!
Don Gulling, CEO, Verteks Consulting
www.verteks.com

Unified Communications and VoIP Trends Briefing

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