The Key Basics of Unified Communications

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1 The Key Basics of Unified Communications Blair Pleasant COMMfusion LLC and UCStrategies.com

2 What We ll Cover Definitions & Components Who are the players Value Proposition How will the Unified Communications market develop? What is the status and future of the UC market?

3 Some Level Setting Unified Communications is NOT: A.Unified Messaging B. VoIP C.A single product from a single vendor D.A great name for a new rock band E. All of the above Correct Answer: E All of the above

4 Definition of UC Communications Integrated to Optimize Business Processes (ucstrategies.com) UC integrates real-time and non-real time communications with business processes and requirements based on presence capabilities, presenting a consistent unified user interface and experience across multiple devices and media types. Goal: Drive business results Enabling people to Connect, Communicate and Collaborate seamlessly to improve business agility Customer Experiences Differentiation Cost/Expense

5 UC Components Presence Messaging IM, , voice, video Communications Voice, data, video, VoIP/SIP, CTI Conferencing/Collaboration web, audio, video web chat, file sharing, document sharing Business processes, applications, directories Common user experience Portal, desktop, mobility, speech Rules engine Business rules, priorities, and permissions for routing, notification, and other tasks

6 UC Elements Mobility Call Control/ VoIP Presence, plus rules Messaging (IM, , UM, chat) Business Process/ Application Integration Conferencing/ Collaboration (audio/video/web) Presence is at the core

7 UC - Tying It All Together Linking to the Right Resource at the Right Time Devices Communication Mode Solutions Fax Messaging Voice Mobility Video IM SMS Voice Mail Real Time Comms Personal Asst Collaboration & Conferencing Voice mail, , fax, video Multiple devices Cross-modal Call Control IM Speech Access Navigation Control Presence Rules, Permissions, Priorities Integration to Business Processes Web, audio, video conferencing Supply Chain Mgt ERP,CRM

8 Value Proposition UC User Productivity UC Business Process Help people do their jobs better Improve user and group productivity, drive dynamic collaboration, and simplify business processes

9 Business Process Integration Very Basic Scenario: Working in Word document Need input from someone See their availability (via presence) Click on their name, initiate call Turn into collaborative call, with video, document sharing Click on other names to add them to conference Initiate communications from within applications ERP, accounting, human resources, financial, etc.

10 More Than Click-To-Call When integrated with business app, communications becomes embedded part of the application Find resources and experts either individual or group Eliminate human latency Examples: Loan application, claims process, inventory shortage, medical diagnosis, expert agent

11 A Look at the UC Players

12 Who Are the Players? Switch vendors All are becoming software vendors moving to SOA, web services All offer UC suites Started with voice, added conferencing/collab, presence May have their own IM/presence server or leverage 3 rd party Desktop and IM vendors Microsoft - Started with Office and Exchange, added collab, presence/im, UM, now voice/telephony IBM - Lotus still strong on desktop, using partners for telephony capabilities Application vendors Not seeing much yet from Oracle, SAP, Salesforce, etc. Partnering with switch vendors for UC Other mobile vendors, public IM, UM, conferencing

13 UC Players/Components Voice/telephony Collaboration IM/Presence UM Business Process/Apps Altigen X X Avaya X X X X Cisco X X X X Google X X IBM w/partners X X w/partners X Microsoft X X X X X (with Office only) Mitel X X X X NEC X X X Nortel X X X X Oracle X X SAP X X Siemens X X X X Zeacom X X X

14 The REALLY Important Players Telephony/VoIP/ Business Comms* Siemens Interactive Intelligence Wireless/Mobility Motorola Messaging and More* AVST Voice Mobility Iwatsu Altigen NEC IM/Presence UC Software* IBM Microsoft UC Ecosystem Misc Providers Oaisys Network/Infrastructure/ Management Communicado NET Excell *Overlap in these categories

15 Switch Vendor Overview Vendor Product Features Alcatel-Lucent Avaya OmniTouch UC Suite Genesys GETS Intelligent Presence Server Converged Communication Server One-X versions My Instant Communicator 4 UC bundles Also: CEBP Services: SIP, Speech, Mobility Cisco Unified Presence Server/Unified Presence Communicator Mobile Communicator Intelligence in network WebEx - SaaS Mitel/Inter-Tel 3300 Live Business Gateway Appl Suite Rel Presence Everywhere contact center, UM, etc. NEC Nortel Siemens UC for Business, UC for Enterprise Business ConneCT SMB Converged Office MCS 5100 OpenScape UC Application OpenScape UC Server Unified infrastructure, UC applications, Unified Business ICA w/msft; Comm-Enabled Appls (CEA), Agile Speech-enabled voice portal, multiple PBX integrations OpenSOA Zeacom Zeacom Communication Center UC + UM + CC+ Mobility SMB focus

16 Microsoft Office Communications Server (OCS) and Microsoft Office Communicator (MOC) Embedded telephony into OCS Enterprise-wide presence, secure enterprise IM On-premise audio, video, web conferencing VoIP capabilities Placing and receiving voice calls Advanced call routing Integration with Exchange Server 2007 UM Office Communicator Mobile Will OCS replace IP PBX? Working with partners for integration and advanced telephony capabilities

17 IBM Unified Communications and Collaboration - UC 2 solutions Emphasis on SameTime Presence and Conferencing Telephony Integration with PBX suppliers Click to Dial Sametime Entry, Standard, and Advanced Sametime Unified Telephony IBM Global Services Social Networking/Social Software

18 UC Adoption, Changes, Future

19 UC Value Business Transformation Enterprise Business Process Integration/ CEBP Benefits Teams/ Workgroups Conferencing/ Collaboration Basic UC Individual Worker Personal Productivity Workgroup Productivity Enterprise Bottom Line Return on Investment

20 UC Continuum Telephony Model IP Communications Enhanced IP Communications UC User Productivity Presence UC Business Process Instant Messaging Advanced Mobility Conferencing/ Collaboration Integration with Business Processes Communication- Enabled Business Processes Call Mgt (Automated) Screen Pop Communication- Enabling Vertical & Horizontal Apps SIP Advanced Rules IP PBX CTI-like capabilities Interfaces, and links to cellular phones Unified Messaging Basic integration with business processes & applications

21 UC Continuum Desktop Application Model Desktop Application Enhanced Desktop Application UC User Productivity UC Business Process Collaborative App: IBM Microsoft Other Portal Presentation -- Desktop and Mobile -- Web or PC Client CTI Telephony Links to TDM or IP PBXs Interface to mobile data devices Speech Access Communication Capabilities: - Presence - Click to call - Click to Conference - Directory calling -Incoming screen pop -Call Control - Messaging (EM, IM, VM, UM) Advanced Mobility Advanced Rules Unified Interface (web portal, mobile, desktop) Integration with Business Processes Communication- Enabled Business Processes Communication- Enabling Vertical & Horizontal Apps

22 UC Continuum Enterprise Application Model Application Enhanced Applications UC User Productivity UC Business Process Enterprise Apps, e.g. CRM ERP Vertical Apps PC Clients Portal Presentation -- Desktop and Mobile -- Web or PC Client CTI Telephony Links to TDM or IP PBXs Interface to mobile data devices Speech Access Communication Capabilities: -- Click to call -- Click to Conference -- Directory calling -- Incoming screen pop -- Presence -- Messaging (EM, IM) Advanced Mobility Advanced Rules Unified Interface (web portal, mobile, desktop) Integration with Business Processes Communication- Enabled Business Processes Communication- Enabling Vertical & Horizontal Apps

23 UC Continuum Messaging Model Unified Messaging (UM) Enhanced Unified Messaging UC User Productivity UC Business Process Voice Mail Voice Mail Fax Live Reply Find Me/Follow Me Calendar/Directory Integration Speech Access Call Management (Manual) Rules Presence Instant Messaging Advanced Mobility Collaboration Call Mgt (Automated) Screen Pop Advanced Rules Unified Interface Integration with Business Processes Communication- Enabling Vertical & Horizontal Apps

24 Mobility is Happening Mobility is where the big money is going in Enterprise Comms and UC Bring enterprise capabilities to the user s mobile device Microsoft and IBM have mobile offerings Communicator Mobile Sametime Mobile and WebSphere Everywhere IP PBX vendors targeting cell phone as business extension Offering follow me and cell phone clients Role of Fixed Mobile Convergence and Mobile UC

25 UC Adoption Short Term Road warriors Telecommuters Semi-Mobile/ Corridor Warriors Workgroups Need for Collaboration

26 UC Adoption Longer Term Business Process Integration/ CEBP

27 UC Adoption Next 6 12 months: (early adopters) Companies implementing presence/enterprise IM Continuation of lots of trials leading to early implementations; Small pockets of users within enterprises Will start with general business processes & apps, seeing some business process integration ROI - starting with UC-UP benefits 1-3 years: (early majority) New entrants to market i.e., business process/app vendors Viral impact: workers will see others using UC More trials and implementations, expanding to difft groups ROI - moving to comm-enabled business apps 3-5 years: (late majority) UC as a competitive weapon Moves to mainstream

28 Measuring the Market UC

29 Total vs. True UC Market Forecast Source: COMMfusion LLC Soon-to-be released UC Market Study, 2008

30 Net or True UC Revenue Forecast Source: COMMfusion LLC Soon-to-be released UC Market Study, 2008

31 Forecast? Voice will be integrated into enterprise business processes and applications Unified Communications can and will Optimize Business Processes UC will become a key competitive advantage those who wait to figure out their UC strategies will be at a competitive loss Communication vendors will not only be the traditional switch vendors new entrants will dramatically change the game Microsoft will shake up the market don t underestimate its control over the user experience The Channel is THE Key to Success!

32 Final Thoughts

33 Thank you Questions???? Contact me at For more info, go to

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