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1 plantemoran.com Understanding & Applying Unified Communications

2 Confusion in the Market UC means different things Many products with Unified in the name UC is often sold as a thing you buy Integrated VM Chat applications File sharing IP communications Webinar Teleconferencing Speech recognition Business process integration

3 Today s Discussion Define UC Identify major UC applications ( tools ) 3 primary ways UC can be purchased / rolled out

4 UC Unified Communications

5 What is Unified Communications? Unified Communications is the integration of communication functions into business processes Editor CIO Magazine Communications integrated to optimize business processes Technology that connects communication and collaboration applications on a common platform Forrester Research

6 The UC Continuum

7 Three Stages of Unification U-Infrastructure U-Applications U-Processes IP Telephony Conferencing Mobility Presence/IM Third Party Call Control Attendance notification Embedded Communications

8 The UC Continuum At its lowest level, UC serves to join multiple types of communications to: Consolidate infrastructure

9 Separate Networks Phone Network Data Network

10 Combined Networks Data and Voice

11 Implications Lowest levels of UC is an IT project focused on voice and data infrastructure Consolidate Voice/Data Cabling Vendors Merge Voice and data staff Collapse Voice onto the LAN Voice onto the data WAN Better potential voice integration via IP and SIP

12 The UC Continuum At a moderate level, UC serves to join communication applications to: Enhance Personal Productivity Enhance Workgroup Productivity Jessica Young

13 Implications Moderate levels of UC is typically focused on deploying user productivity tools: Presence IM/Chat Unified Messaging (voice/ /fax) Click to call / Click to conference Find Me / Follow me Conferencing (Meet Me audio bridge, video and web conferencing)

14 The UC Continuum At its highest level, UC incorporates functionality to: Build communication methods directly into business processes Communications Enabled Business Processes (CEBP)

15 Implications High levels of UC are often concerned with integrating some form of communications input/output in response to a business process This require deep knowledge of: The enterprise business Who is communicating with who How they are communicating What are the critical paths

16 Implications At the highest levels, vendors are not in a good position to address this UC functionality They lack access to the customer organization They lack compensation for their time to figure this out This is where internal expertise or outside assistance is required Customization may be required

17 The UC Continuum Thus, all the confusion Vendors/Media often over simplify UC as a thing you buy rather than a set of tools to be figured out and applied to optimize business communications Vendors/Media often present IP telephony, Unified Messaging, and Unified Communications as synonymous Vendors/Media often imply that UC capabilities are contingent upon implementing IP telephony

18 The UC Continuum Thus, all the confusion Vendor s naming conventions often build Unified into their product names Multiple vendors / New vendors to buy from Many vendors are still learning and evolving

19 What is Driving UC?

20 Communication Overload

21 What is driving UC? As telephone systems come up for replacement, UC capabilities are the newest feature sets to be considered Available Features? Needed Features Presence Web Conferencing Click to Call Federation Kitchen Sink Click to Conference IM Video Conferencing Search Directory Tag Presence IM Click to Call Search Directory

22 What is driving UC? Organizations are trying to figure out How to solve communication problems Bottlenecks Difficulty reaching the right person quickly How to optimize business processes Single Number Reach Speed up communication flows Better collaboration

23 UC Toolsets

24 Main Categories of UC Toolsets Contact Management & Directory Services Messaging Conferencing & Collaboration Mobility & Remote Office

25 UC Toolsets Contact Management & Directory Services Presence IM/Chat Click to Call Enterprise Phonebook Enterprise dialing Call routing/screening rules Single User Identity , phone, cell

26 UC Toolsets Presence Real time status who is on-line and available? The dial tone of the future Today: Presence focused within the enterprise and ability to have an IM session Tomorrow: Presence servers gathering information from various sources/platforms from in/out of the enterprise (requires federation) Basic Presence: On-line, level of activity Rich Presence: Location, type of device being used, its OS, local time, outside-of-enterprise

27 UC Toolsets Instant Messaging Enterprise-grade/Enterprise-wide Instant Messaging Security and Privacy Quick exchanges Multi-tasking / Ability to reach those that are busy

28 UC Toolsets Third-Party Call Control Activation of telephone features by point/click Click to Call Click to Conference The office telephone becomes a handset

29 UC Toolsets Synchronized Directory Single user identity to tie together address Office telephone number Mobile telephone number

30 UC Toolsets Conferencing & Collaboration Integrated audio conferencing Integrated web conferencing Integrated video conferencing

31 UC Toolsets Conferencing & Collaboration Tools Audio conferencing (including call in bridge service) Video conferencing Web conferencing Collaborative capabilities Shared workspaces White boarding File / Document sharing Enterprise-wide Instant Messaging

32 UC Toolsets Unified Messaging Live reply/call return of VM messages Messaging

33 UC Toolsets Unified Messaging One in-box for , voice mail even fax Unified message notification for all message types Ability to access any messages from any device Ability to forward voice mail messages as attachments Ability to work with voice mail messages from PC

34 UC Toolsets Advanced Call & Message Management Desktop call screening (rules for screening inbound calls) Find Me/Follow Me Live Reply/Call Return of a VM message

35 UC Toolsets Mobility & Remote Office Single number service Voice commands Seamlessly swap calls from cell to desk phone (and vice versa) Soft phone VPN to corporate network

36 UC Toolsets Mobility Tools Single Number Service Office Number routes to hidden cell number Voice mail messages pulled back to enterprise VM server Outbound calls from cell show Office Number CLID Voice commands

37 UC Toolsets Speech Access & Personal Assistant Voice Recognition / Natural Speech commands Speech commands to control personal assistants Access inbox Access calendar Access directory / contacts Set up outbound dialing

38 UC Toolsets Remote Telephony Access Soft Phone (Laptop/PC with headset/microphone) VPN over Broadband Internet Connection Remote workers can receive calls to their business number Remote workers can place calls over the corporate trunks

39 UC Toolsets What appears to be readily adopted? Instant Messaging Presence Click to Call Search Directory

40 UC Toolsets Presence IM Click to Call Search Directory Tag Click to Conference Web Conferencing Video Conferencing Federation 0% 20% 40% 60% 80% 100% Blair Pleasant and Nancy Jamison June 2008

41 UC in Action

42 Communication Grid High Phone Intrusion Low IM Immediate Time Delayed

43 Process Optimizations Speed up the process of reaching someone Speed up and simplify the process of joining multiple parties Simplify and enhance the process of collaborating with disparate parties Enhance the ability of mobile users to be reached and function with the tools available within their office Set up triggers to automatically provide notification at a critical point

44 Contact Management Presence shows who is available IM allows for instant access even if they are engaged in another task One-Number / Find Me-Follow Me allows the system to manage multiple venues relieving the caller from trying different numbers Directory Dialing and Click to Call simplifies the process of identifying and contacting someone

45 Mobility One-Number / Find Me-Follow Me allows the system to work through multiple venues not the caller Unified Messaging allows voice mail, , and fax to available through a single interface (Smartphone user) Text-to-Speech allows access to from standard cell phones Natural Speech allows for easier interaction

46 Collaboration Audio conferencing ( Meet Me ) Video Conferencing (PC to PC up to telepresence) Web Conferencing Rapid virtual meetings Share documents and files Calendar and project timeline Presence

47 Communications-Enabled Portal Integrate Presence/IM with operating system software Software identifies an event where assistance is required Software identified individuals that could assist IM/Chat window is opened to communicate with selected individuals Click to Call can be selected

48 3 Ways to UC

49 3 Ways to UC Telecom solutions Desktop solutions Application solutions

50 3 Ways to UC UC via Telecom Provider solutions Avaya (Nortel) Cisco Siemens Mitel NEC

51 3 Ways to UC UC via Desktop Provider solutions Microsoft IBM Webex Google

52 3 Ways to UC UC via Application Provider solutions SAP Salesforce

53 Ted Mallires Plante & Moran

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