The Struggle to Unify Communications

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1 The Struggle to Unify Communications Art Schoeller Principal Analyst Unified Communications and Contact Centers IT Roadmap Chicago March 15, Forrester Research, Inc. Reproduction Prohibited

2 Pain Points on the path to Unified Communications What is the business case? Must IT identify UC champions? Preserving existing assets and building a roadmap. Suite versus best of breed? If IT builds it will they come? How does IT support consumerization? 2 Entire contents 2011 Forrester Research, Inc. All rights reserved.

3 Unified Communications a definition Unified conferencing, Audio, Web, Video, Text Mobility, Integrated calling Unified messaging Presence Single-user identify Integrated desktop Common user experience Simplified Management SIP support Out of the box integration to collaboration API s and toolkits IP Telephony / VoIP 3 Entire contents 2011 Forrester Research, Inc. All rights reserved.

4 UC adoption is progressing but the devil is in the details 4 Entire contents 2011 Forrester Research, Inc. All rights reserved.

5 As use grows, concern about value. 5 Entire contents 2011 Forrester Research, Inc. All rights reserved.

6 Which UC function to deploy when? 6 Entire contents 2011 Forrester Research, Inc. All rights reserved.

7 UC interoperability key to the enterprise 7 Entire contents 2011 Forrester Research, Inc. All rights reserved.

8 SIP supports business connectivity Software solutions provide greater flexibility and interoperability Supports advanced multimedia features and virtual applications SIP session managers provide: Common dial plan across the network Multivendor support Reduced number of trunks Features delivered to any type of endpoint Provides cost-effective connectivity to back-office systems SIP trunking grows and offers low-cost alternative to PRI lines Security challenges persist 8 Entire contents 2011 Forrester Research, Inc. All rights reserved.

9 SIP Trunking SIP Service Provider SIP Trunk Session Border Controller Enterprise WAN Enterprise Session Manager(s) PSTN Remote Workers Enterprise Locations 9 Entire contents 2011 Forrester Research, Inc. All rights reserved.

10 TDM - SIP Trunk comparison T-1 / PRI SIP Trunking Bandwidth utilization Fixed channels Statistical multiplexing Capacity planning Fixed increments Variable Provisioning Month Day Vendor Management Separate voice / data Consolidated Align with VoIP/SIP Gateway Minimized transcoding Availability Everywhere Still limitations Security High Subject to IP attacks CaaS options While possible limited Standard delivery 10 Entire contents 2011 Forrester Research, Inc. All rights reserved.

11 SIP Trunking design considerations Trunk concentration is desired, but avoid single points of failure Consider multiple aggregation points based on geography Maintain local DID for customer facing applications Maintain local branch trunks for survivability Coordinate with session management for: Dial plan normalization Disparate platform integration and endpoints Call admission control Toll cost optimization Policy management Fail over and disaster recovery Fixed Mobile Convergence scenarios raise additional security risks Select SBC s carefully evaluate carrier AND session manager interoperability 11 Entire contents 2011 Forrester Research, Inc. All rights reserved.

12 Device transformation and mobility Expansion of devices available with open standards for appliance servers, gateways, and phones Extend the enterprise UC envelope to mobile devices, fixed mobile convergence, single number access Workers receive a choice of devices, such as desktop phone, mobile device, wireless on-premise phone, or softphone, but not necessarily a landline phone Audio, Internet, and video combine for more compelling interactions Facilitates internal and external communications with less concern over employee location, to accelerate connectivity 12 Entire contents 2011 Forrester Research, Inc. All rights reserved.

13 Mobile UC ranks up there in interest level 13 Entire contents 2011 Forrester Research, Inc. All rights reserved.

14 But it competes with a ton of other mobile applications! 14 Entire contents 2011 Forrester Research, Inc. All rights reserved.

15 So mobile UC lags desktop UC 15 Entire contents 2011 Forrester Research, Inc. All rights reserved.

16 Mobile UC impediments - and resolutions A number of key verticals healthcare, manufacturing have alternative transport for years DECT, femtocells, which tie campus mobility to different application platform Devices have not had the processing capacity to abstract UC applications Thin, Thick mobile UC clients spanning common OS s are now coming out The trend to BYOM (bring your own mobile) UC vendors are addressing this issue But enterprises are still absorbing the shock 16 Entire contents 2011 Forrester Research, Inc. All rights reserved.

17 Widespread video redefines meetings Extends video from the conference room into new locations as a replacement for face-to-face meetings Supports business processes such as: Remote sales presentations by experts Escalation and problem-solving for projects Training at local sites rather than headquarters Partner meetings and contract negotiations Creates shared workplace with HD and desktop video for improved collaboration Reduces travel costs and lowers carbon footprint 17 Entire contents 2011 Forrester Research, Inc. All rights reserved.

18 Video interest varies by technology segment 18 Entire contents 2011 Forrester Research, Inc. All rights reserved.

19 UC in the cloud interest is growing 19 Entire contents 2011 Forrester Research, Inc. All rights reserved.

20 Carriers expand their UC options Carriers leverage their account relationships and wish to grow and/or protect their ARPU A bridge from hosted/hybrid to cloud Either partner with a PS firm or grow their own Most align with one or two major UC vendors Determine skill set and certification in your area Skills required include: Infrastructure assessment Security practice Wireless solutions Voice and data networking Web integration 20 Entire contents 2011 Forrester Research, Inc. All rights reserved. Carriers AT&T Bell CA Orange BS Sprint TELUS Verizon Others

21 Cloud players proliferate UC options Potential market disruptive services include: Salesforce.com Chatter Google voice services Microsoft voice moves to the cloud Amazon s EC2 cloud computing with Siemens Skype s business strategy Tier two and tier three growth fueled by SIP trunking services such as Level 3, XO, Global Crossing, Broadvox, nexvortex, and Vonage MANY pure play UC players focused on SMB 21 Entire contents 2011 Forrester Research, Inc. All rights reserved.

22 Positive signs in UC decision making but 22 Entire contents 2011 Forrester Research, Inc. All rights reserved.

23 The UC Civil War can lead to a Frankenstein Global financial services firm Our situation is slightly more complicated in that enterprise decisions have already been made on the technology solution front. We have already chosen Cisco for enterprise voice, outsourced conference hosting to Intercall and signed an ecal with Microsoft that includes Lync. To your question below, we have an internally hosted Meeting Place environment that is being retired as part of the move to Intercall. Now we are trying to figure out how to wire this together into a seamless unified communications experience. The RFP is to hire a consultancy that will help us build what is starting to feel like a Frankenstein solution. 23 Entire contents 2011 Forrester Research, Inc. All rights reserved.

24 The UC Civil War Data network, LAN / WAN Telecom, PBX, Carrier svcs App development, UC integration Fractured UX Fractured MX Over-licensed Security risk Increased integration Increased hardware Stranded legacy Facilities, Video conferencing Collaboration portals, , IM Business units, Consumer IT 24 Entire contents 2011 Forrester Research, Inc. All rights reserved.

25 UC vendor landscape Communications Avaya Cisco Siemens Cloud Google Skype Microsoft Salesforce.com Each camp leverages core to attach adjacent markets Productivity software Google Microsoft IBM Application platform IBM Oracle 25 Entire contents 2011 Forrester Research, Inc. All rights reserved.

26 Critical UC road map considerations Item SIP session management Conferencing Carrier access / egress Deployment model Directory Identify and access management WAN/LAN QOS UX MX Integration points Description Long term plan to organize enterprise architecture around SIP signaling and consolidate number of session managers Where and how to deploy conferencing servers Plan for SIP trunking On-premise, managed, hosted, cloud Organize and clean up directory for search, dial plan External user authentication, federation Real time media (voice, video) stream quality For all UC applications: review and strategy for consolidated, streamlined UX across all devices. Pay special attention to conferencing. Assess SIP support Identify, inventory, and plan for all back end servers, including conferencing servers Client access to multiple back end services, SIP trunking between different servers, signaling and media transcoding points 26 Entire contents 2011 Forrester Research, Inc. All rights reserved.

27 UC ROI hard dollar levers Item Carrier toll charges Carrier conferencing Travel Consolidated infrastructure Devices Comment Move intra company LD to WAN Concentrate PSTN access on-net, off-net SIP trunking cost reduction IM displaces phone calls Fixed mobile convergence reduces cellular minutes Eliminate carrier conferencing per call costs Video conferencing displaces travel costs IP telephony data center model Reduce MAC and other UC staff sys admin FTEs Reduce physical hardware, server count Optimize software license purchase, utilization Unified Messaging voice mail and consolidation Soft phone displacement of hard phones Volume discounting of standardized phones 27 Entire contents 2011 Forrester Research, Inc. All rights reserved.

28 UC ROI soft dollar levers Item User productivity Staffing Comment IM/Presence reduction of phone tag Document sharing/editing improves speed, accuracy FTE travel time elimination Training utilization Recruiting and retention of Gen X, Gen Y, etc.. Skills utilization and knowledge transfer from Baby Boomers 28 Entire contents 2011 Forrester Research, Inc. All rights reserved.

29 A UC checklist for success Task UC project team Current technology inventory Current expertise inventory Systems management Worker segmentation Collaboration champions Description Business and all IT stakeholders shared metrics All UC assets determine timeframe for write down User Experience assessment across all UC communication types: what to preserve, what will change What stays, what will change, and opportunities for consolidation of systems administration, support reductions Office worker, teleworker, field, multi-office Drive POC s with key economic benefit workflows promote use 29 Entire contents 2011 Forrester Research, Inc. All rights reserved.

30 Recommendations Unified Communications is a journey you may need a travel agent. Use the UC checklist for success. UC is not a mandated technology so it s harder to drive it. Drive your vendors, partners to develop relevant use cases. Get executive support teach, don t tell. Consumerization, especially mobility is your ally not the enemy. Use Viral Marketing Locate who has the UC Flu Promote their stories to infect the rest of the enterprise Use your Marketing department Formal research to identify barriers Internal promotion 30 Entire contents 2011 Forrester Research, Inc. All rights reserved.

31 Thank you Art Schoeller Forrester Research, Inc. Reproduction Prohibited

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