White Paper NEC Unified Communications

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1 NEC Unified Communications NEC Australia nec.com.au

2 So what is Unified Communications? Unified Communications empowers you with the ultimate communications tool by converging and integrating all forms of communications, networks, systems and business applications on any device in any location. Resulting in improved productivity and efficiency by enabling you to communicate effectively. But what does that mean? For you, Unified Communications means communicating more effectively. Unified Communications empowers you to find the people you want to contact from rich, detailed directories Unified Communications allows you to know where people are and take action based on the results Unified Communications encompasses all forms of communication from voice, instant messaging, video and collaboration Unified Communications automates your communications by intelligently utilising your presence forward your calls when away from the desk, inform callers you re in a meeting and when you will return Unified Communications integrates into your business applications and processes and provides your organisation new ways of working. Unified Communications will totally change the way you work! So what is Unified Communications? NEC started as a communications company in 1899, and since then has been building high reliability, high quality, scalable communications systems. We believe 5 9 s of reliability is the standard and we aim at making all forms of Unified Communications as reliable. While your voice server will always be reliable, Unified Communications relies on varying forms of communications all with inherent levels of reliability and scalability. To achieve a truly reliable solution NEC has trained staff who will help you design, test and configure your networks, operating systems and infrastructure to ensure you get the most out of Unified Communications. NEC believes in protecting your investment and the majority of Unified Communication features are available on Traditional PBX systems it is not just for VoIP. 2

3 So what makes up a Unified Communications solution? Unified Communications can be broken down into a number of core features You As silly as it sounds, it really is all about you. It is about empowering individual users to take control of their communications. By presenting user intuitive interfaces and automating mundane tasks, allowing users to concentrate on their day job. Unified Communications is one of the few technologies that is applicable across the entire organisation. Everyone from senior executives to productivity workers can benefit from Unified Communications. NEC s view of Unified Communications. Multiple paths of communications centred around you. Identity Management Since it is all about you, it is most importantly about securely and reliably identifying you. User identification is imperative in creating a reliable communications system. This requires the integration and possible consolidation of a range of people data and authentication sources. The end benefit to your organisation is a simplification in your people data and the potential to move to a single point of data entry. Imagine the benefit of entering a new employee s details once and automatically enabling access to all of your crucial business applications, programming up a desk phone, enabling the employee s security card and sending a welcome . With Unified Communications and the right partner anything is possible. Telephony NEC is the leader in telephony this is our core strength. We have been connecting people with traditional and IP phone systems since We pride ourselves on giving our customers migration paths forward wherever possible, and our Unified Communications offering is no exception. Customers with traditional PBX s up to ten years old can take advantage of Unified Communications, either directly on their existing hardware or with minor upgrades to PBX capacity which other vendor can do that? NEC s range of telephony spans the entire gamut; Traditional analogue phones for wall mounting and redundancy. Digital phones with displays and line keys for accessing enhanced telephony. IP phones offering everything you get on a Digital phone but IP. SIP based phones (Extended or standards based). Soft phones for remote workers and road warriors. Large screen phones for running custom XML applications. Video phones, for point to point video communications. NEC has a phone for every purpose. 3

4 Presence Presence is a fundamental change in the way we communicate. It has been around for quite some time in the telephony world with switchboard operators knowing if people are on the phone, but the presence information was really about the phone, not the person. The core concept of Unified Communications is about you, so Presence provides rich information about you. Are you currently interacting with your PC, or are you away from your desk? Are you in a meeting and what time does the meeting end? Are you on a phone desk phone, mobile phone, wireless phone? Are you in a conference voice, video, application sharing? Are you busy? Where is your computer? LAN segment, wireless LAN location? Where is your phone? Wireless location, nearest cell tower? The combination of all of these answers allows us to change the way we work. Imagine you receive an from a colleague, if you could tell instantly from the that the colleague is currently in a meeting and not back for two hours, would you do something different, would you call another colleague who you know was at their desk, would your reply to the ? It helps you get your job done quicker. So presence is great but it needs to be everywhere. Unified Communications allows you to; See presence information in your desktop productivity suit, like Outlook, Notes and Office. Inform callers to your Unified Messaging voice mail that you are currently in a meeting and will return at 3:00PM. Automatically forward a call to your mobile if your spouse rings while you are in a meeting, but forward all other callers to your voice mail. When you look up a contact in your corporate address book you have the status right there. When you ring someone on the phone, imagine seeing Out to lunch on the phone display, Back at 2:00 PM. In your CRM, what if you knew that the customer you needed to get in contact with was at their desk. Being notified when your colleague from across the globe signs in, makes global communications so much easier. Presence information presented in the right place at the right time will save you hours of wasted time by reducing voice mail tag and missed communications Allowing you to get on with your business. Instant Messaging Instant Messaging provides a new way for users to communicate. You can effectively hold multiple conversations at the same time, and it provides a level of immediacy that does not without being as obtrusive as a phone call. With an enterprise grade Instant messaging system all of your communications are secured and encrypted to protect your security. All messages can be logged for auditing and compliancy purposes. If you choose to federate with external parties, messages between organisations can also be encrypted end-to-end to ensure your privacy is never compromised. With the steady flow of generation Y s into most organisations, it is important to note that instant messaging is a common and familiar way to communicate, and will become an expected form of communication. Instant messaging can be critical in your Contact Centres, where many consumers are now opting for web chat to talk to contact centre operators. This can drastically increase the number of calls your operators can handle at the same time providing a familiar and reliable communications method to those who prefer to type than talk. Instant Messaging can also play an important part in your business applications. What if your back end systems could send an instant message to the most appropriate person, based on the users status. Or what if your users could instant message your back end systems to find our critical data without the need to start up a new application. For example, a user could send an instant message to flights, from a mobile device while walking through a concourse, simply providing a flight number, and your back end systems could reply with the arrival times, scheduled departure times and flight details. The final key to instant messaging is the need for access to instant messaging wherever you go. With clients on your desktop, messaging from your desk phone, access via the web and even clients for your mobile phones and PDA s this is now a reality. 4

5 Conferencing and Collaboration The conferencing and collaboration market has matured greatly over the years, moving from expensive room to room video conferencing to streamlined, multiparty, web-based conferencing. There are many options available and each with its own benefits. The best conferencing and collaboration strategy is usually a combination of methods to achieve the best business benefit. Dedicated video phones (usually SIP based) can be used to provide desk to desk video conferencing. They can be a low cost option enabling quality video and audio. Soft-phone technology provides everything you would expect from a high quality business phone, but also incorporates a dedicated conferencing and collaboration solution, allowing users to perform point to point video conferencing with application sharing and instant messaging. Room to room solutions allows for high quality video for those key board meetings. These solutions pride themselves on the highest quality audio and video and can be used to hold meetings with multiple parties across the globe. Web based conferencing allows you to hold meetings with large numbers of participants all from within a standard web browser. These services can be either hosted externally or internally and allows you to hold scheduled or ad-hoc meetings, with high quality voice and application sharing. From room based conferencing, to real-time communications with hundreds of attendees across the globe NEC knows conferencing and collaboration. Mobility Unified Communications is powerful, but it needs to be mobile. You need to be able to communicate from anywhere. With current day Unified Communications solutions you can now start to communicate with almost the same functionality you have at your desk from an internet café, in a hotel room or on your mobile phone. Moving desks is simple, with NEC IP telephony, you can log your phone in anywhere and your entire telephony profile moves with you. If you take your laptop, then with a VPN solution, your complete communications solution is always available. From an internet café most services are available from a web browser, unified messaging, instant messaging, collaboration you will feel more connected than ever. With the uprising of virtualisation technologies, more and more companies are looking at disposing of the desktop computer and utilising thin client technologies this is where NEC is unique. We have the US100 thin client that allows you to log-on anywhere, bringing your complete profile, watch full frame streamed video, and even run a soft-phone with no degradation in quality no one else can do this, thanks to some innovative hardware designs exclusive to NEC. Implementing the US100 results in lower carbon emissions and up-to 40% reduction in total cost of ownership when compared to dedicated desktop PC s. 5

6 Unified Messaging Often Unified Messaging is used to describe voice mail that is delivered to an inbox, be it, Outlook, Notes, Group Wise etc, but there is so much more to Unified Messaging. So what are some of the key components that make up a Unified Messaging solution? Most offices have faxes scattered around, but with Unified Messaging you can have users fax directly from their PC s even receive the faxes straight into the inbox! Receiving your voice mail as an attachment in your inbox is one thing, but with Unified Messaging you get control. You will not only be able to play that message in your client, you can get it to play on your desk phone, or even get it to call you on another phone number and play the message. Play it at normal speed, faster, slower you choose, skip forward or back, then reply with a voic or , or even forward the message on to others. Unified Messaging takes your current presence status and ensures your callers are upto date. I am sorry, Fred is not in the office, and will not be returning until 8:30am tomorrow not because you had to record it, but because the system knows where you are and speaks it. Personalised greetings are powerful and with Unified Messaging you can play different messages based on the callers identity, or even control the call flow. A key customer is calling and you are in a meeting, forward to your mobile. A colleague calls while you are in a meeting, take a message. Voice response provides you the flexibility of working when you just can t get a network connection. Ring up and actually talk to your Unified Messaging system. Ask for what is your next appointment, tell the system you are running 10 minutes late and have it all attendees, attaching your voice message, search your corporate directory, listen to your s and send voice replies. Imagine doing all of that in a taxi heading to the airport. Unified Messaging has come a long way and it now provides a rich user interfaces without complex training and instructions. Portals, Office Applications & Business Applications Communication is key to your business, but it is important that it is in a controlled and easy to understand method. If the use of Unified Communications required you to learn a wide range of new products, a whole new interface and management tools, the implementation would fail. It is important that Unified Communications blends with your existing applications and minimises the need for training and certifications. When you find a contact in Lotus Notes, you know that they are currently at their desk and you can dial all without leaving Notes. When your open share point portal web site you see an up-to-date list of your colleagues and their status, you can launch a web conference with four of them and sharing a document. You can dial a name that was typed in a word document. When a call comes in, be told the name of the person. Click to answer, or divert the call. While in an internet café view all your s in a simple web browser, even listen to your voic s, or select a number for the system to call you on to play the messages. Have SAP send users instant messages. Allow users to query corporate data by chatting to an Instant Message robot. 6

7 Devices So you ve now heard great Unified Communications is but to provide the best solution you also need high quality devices and end points to ensure you get the highest quality performance and portability. Laptops and desktops now carry dedicated, high quality audio devices capable of rivalling some home theatre systems. These devices now have enough processing power and audio / video capabilities to provide seamless Unified Messaging. NEC desk phone handsets provide the perfect audio device, for high quality voice and reliable operations. In their IP variant you get the same high quality device with the flexibility of mobility. NEC s US100 is the ultimate device for true portability. Take your complete desktop everywhere by utilising advanced thin client technology. Remove your ID card and the thin client disconnects your session, move to another device and insert your card and you are back where you left off. Mobile devices are becoming more powerful with advanced features including 3G and wireless LAN. Soft phone technology means that dual mode handsets are here now and will only continue to get better. You now have access to most things you have on your desktop with very little loss in function. Is Unified Communications new? Unified Communications is a new name for a group of technologies that have been around in different combinations for quite some time. In the last few years these building blocks have evolved and a new name has emerged. Most importantly it doesn t mean that to access Unified Communications you don t have to throw away everything and start again in most cases you can leverage your existing communications infrastructure and enable some truly amazing ways to communicate. How do I get Unified Communications? One of the largest misconceptions around Unified Communications is that it is simply a product or a number of products; it is a complex solution that needs to be tailored to your organisation for you to get the best business benefits. This is where NEC excels. Not only do we have a wide range of Unified Communications Solutions to help your organisation, we have skilled resources trained to help you implement it. This is done by engaging you in a number of crucial steps. Scoping allows NEC s trained Business Analysts to understand your business drivers and find ways in which a Unified Communications solution can solve your critical business needs. Technical architects design a secure, robust solution that meets your requirements at a budget that you can afford. Any unique business requirements can be developed into a tailored solution, allowing you to customise your investment to gain the greatest business success. Trained installation staff will perform the implementation, providing you with a complete, working system including all relevant training everything you need to make the most of your Unified Communications system. All implementations are supported by NEC arguably Australia s largest telecommunications support company, giving you access to trained support staff not only in every capital city but also in the majority of regional centres across Australia. And through out the entire processes, NEC s certified project managers ensure your project is delivered on-time and on budget. 7

8 How to make Unified Communications successful Unified Communications is as you would have seen a wide range of solutions that can totally change the way people communicate. But we all know that people can sometimes resist change. To ensure your Unified Communications deployment is successful we recommend you follow these simple steps. Identify your key components Determine the key components you want to deploy that will provide your business with key benefits. Do not implement everything at once. Identify your key users Identify a group of open users that will get the most business benefit from a trial. Pick people who work together but preferably do not sit together. Train Provide adequate training to the users and ensure they see and understand the benefits. Support these users through out the trial. Integrate Integrate the trial into standard business practices this will make it easier for users to adopt. Back up the deployment with realistic but reasonable SLA s. Deploy business wide Deploy the solution organisation wide. Advertise the solution to your entire organisation selling them on the benefits and the way it will improve their business day. Your trial group will evangelise the solution and they will move quickly to get others they work with involved in the official release. Unified Communications will snowball quickly as the word gets out. Repeat Once a wave of Unified Communications is deployed, consider the next best component and continue through the process until you organisation is truly unified. Unified Communications is business critical Once you begin to use Unified Communications, it will quickly move from a nice-to-have to a main stream necessity. With this in mind all deployments of UC should be considered business critical, so think about the way they will be deployed, supported and maintained. NEC has monitoring and maintenance solutions to ensure your entire Unified Communications solution is maintained and running at optimal performance. 8

9 What will the future hold? No one can predict the future, but at NEC we are looking forward to ensure that solutions we provide to you today will work well into the future. Here are a few things that NEC sees in the world of Unified Communications. Telephony Presence Phones will become increasingly intelligent. Soft-phones will become more user-accepted, and become available on more devices. Users will consolidate on the number of devices they need. Presence information will become richer allowing you to know a person location and status on multiple devices, in multiple applications. This information will be used more and more to control business process. Presence will extend to all facets of home and business life, phones, cars, trucks, rooms, not just traditional IT devices all unified to provide integrated business benefit. Instant Messaging Conferencing and Collaboration Mobility Business Applications will respond with IM. IM will incorporate voice integration to allow for handsfree IM. Federation will become more widely used. Federation will become an expectation, with companies making it mandatory to federate if you want to do business. Business transactions will be performed over IM. Multi-party conferencing across the web will become more common, relieving the need for travel. Bandwidth costs reduction means higher quality video and audio. Application sharing will become seamless - available on any device, 3G phones, conference rooms, web, car consoles. Virtualisation will continue at it current rapid pace. Access will be available everywhere with seamless handover of profiles. Everything available on any device with little compromise. Unified Messaging Unified Messaging will approach voice mails high enterprise penetration. UM will improve productivity by utilising travel times. UM becomes your off-line voice centre providing access to s, presence, messaging, business applications. Users will expect a single UM for all devices, desk phone, home phone, mobile phone. Maintenance Unified Communications not only means better communications, in a lot of cases it means reduced maintenance. With advanced maintenance tools and savings in single point of entry, a properly designed and implemented Unified Communications solution should save your company time and money in administration. The time is now There has never been a better time to implement Unified Communications and all of the benefits that your organisation can achieve. Lower cost of ownership Reduced administration Improved processes Reduction in communications costs Reduction in voice mail tag. For further information contact NEC on , or visit our website at 9

10 UNIVERGE 360 is NEC s approach to unifying business communications. It places people at the centre of communications and delivers on an organisation s needs by uniting infrastructure, communications and business. For more information, visit contactus@nec.com.au or call Oceania (Australia) NEC Australia Pty Ltd Corporate Headquarters (Japan) NEC Corporation North America (USA) NEC Corporation of America Asia NEC Corporation Europe (EMEA) NEC Philips Unified Solutions About NEC Australia Pty Ltd. NEC Australia is a leading supplier and integrator of ICT solutions to carriers, government and businesses. With over 800 staff and over 200 partner organisations, we research, develop and deploy advanced IT/Network communication solutions and services using best-of-breed technologies in multi-vendor environments. NEC Australia s business encompasses Hosted Application and Network Services, Systems Integration, IP Communications Servers, PBX, Broadband Access Systems, Data Centre and Cloud Technology Services along with Digital Signage and Data Technology products. NEC operates in 44 countries with consolidated net sales in excess of $US46 billion. NEC Unified Communications v NEC Australia Pty Ltd reserves the right to change product specifications, functions, or features, at any time, without notice. Please refer to your local NEC representatives for further details. Although all efforts have been made to ensure that the contents are correct, NEC shall not be liable for any direct, indirect, consequential or incidental damages resulting from the use of the equipment, manual or any related materials. The information contained herein is the property of NEC Australia Pty Ltd and shall not be reproduced without prior written approval from NEC Australia Pty Ltd. Copyright 2010 NEC Australia Pty Ltd. All rights reserved. NEC, NEC logo, and UNIVERGE are trademarks or registered trademarks of NEC Corporation that may be registered in Japan and other jurisdictions. All other trademarks are the property of their respective owners. All rights reserved. Printed in Australia. Note: This disclaimer also applies to all related documents previously published.

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