1 Joanna Palonka Teresa Porębska-Miąc University Economics in Katowice CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS IN UNIFIED COMMUNICATIONS The essence communication is intention. Werner Erhard Introduction Over last 20 years globalization dynamic development communications technologies have revolutionized everyday communication between companies ir customers, business partners employees. Various communication modes tools have come into use. Geographically dispersed organizations have been formed, where virtual teams work, ten based in various parts world, meeting hardly ever or not at all. It has been noted that good communication involves not only disseminating information or resolving current problems. In order to unlock potential modern communications, companies have to use diverse technologies systems integrating all ir contact channels [Zdro13]. Nowadays, Unified Communications (UC) systems change way people communicate for both business purposes in private lives. A mere computer Internet access permit effective communication. However, a unified interface, access to all channels, such as chat, telephone video, file transfer, access to voic , desktop sharing, calendars, contact lists tasks shared from any location with Internet access create new opportunities. Unified Communications allows for using a wide range communications functions which facilitate execution everyday business tasks, at same time, give a chance to focus on content communication rar than a method providing it [www7].
2 120 Joanna Palonka, Teresa Porębska-Miąc The developments in Unified Communications solutions enable mobile technologies, video conferencing social networks to be used for business purposes. Or trends that can be observed include corporate migration towards integrated communications solutions provided by a single vendor development virtualization technologies cloud computing [Mars13]. However, organizations lack knowledge on availability a unified teleinformatics solution that enables truly effective communication. The aim paper is to analyze latest trends in UC&C solutions for business benefits ir implementation. Unified Communications Unified Communications, also called integrated communications, has many definitions. A unified communications system is a set communication services solutions bundled, sold delivered toger as one single compact solution. UC enables use voice, data, Internet, video or communication services through an integrated product or system, which is developed by a single vendor or in collaboration with supported partners [www9]. Gartner defines unified communications products (equipment, stware services) as those that facilitate interactive use multiple enterprise communications methods. It can include control, management integration se methods. UC products integrate communications channels (media), networks systems, as well as IT business applications, in some cases, consumer applications devices [www8]. A UC system is a combination hardware, stware, network or related solutions. A unified communications system is primarily designed to eliminate need for buying managing several communications technologies to collaborate exchange information within an organization or among workers. Enterprise-class UC exhibits provides most major real-time (voice video) near real-time (text, , fax) communication systems necessary for business productivity operations [www9]. UC keeps workgroups connected enabling collaboration streamlined business processes. It helps employees become more productive work smarter by simplifying ir communications process by giving m easy access to information y need to advanced applications [www2]. The main advantage this technology is its capability to provide a consistent unified interface user experience over multiple devices various media.
3 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 121 The major benefits to be gained by using UC technologies include [www7]: improved communication collaboration within a company as well as with its business partners customers, a well-organized unified flow information within a company, flexibility resulting from mobile access, elimination unnecessary business trips costs telecommunication services. UC systems are used in numerous sectors economy, such as medicine, finance, construction automotive industries, petroleum mining, science education. Each market requires specific solutions, e.g. medical imaging combined with a long-distance image transfer, wireless image transfer in construction industry or integration with e-learning applications. The next generation communications applications integrate collaboration tools into business processes, thus exceeding scope traditional UC solutions. Modern communications solutions Collaboration not only transform an employee workplace consisting one graphical interface but also create a communications platform for all parties a business process: employees, suppliers consumers [www6]. UC&C (Unified Communications Collaboration) describes combination communications collaboration technologies. Effective communication by itself does not suffice in business any longer. It is also necessary to collaborate remotely, exchanging information sharing materials. Collaboration features include presence working with colleagues on same documents at same time (Figure 1). UC&C integrates real-time communication services such as instant messaging, presence information, audio video, data collaboration, conferencing, location-based services, unified desktop client, call control speech recognition with non-real-time communication services such as unified messaging (integrated voic , , SMS fax). Blogs, social networks discussion forums are also becoming part UC&C platform. UC&C is not a product, but a framework to define a set products that provides a consistent unified user interface user experience across multiple devices media types. UC&C allows flexible, scalable communication among groups individuals. UC&C is more about technologies collaboration is more about outcome. The UC&C strategies are always concerned with outcome.
4 122 Joanna Palonka, Teresa Porębska-Miąc Fig. 1. Unified Com mmunications Collaboration Source: Based on [www7]. At present, mobility cloud computing are playing an increasing role in setting new UC& &C trends. Due to universal access to mo obile Internet it is possible to conn nect from any place in world, while cloud enables users to perform more advanced operations directly on Internet. Mobility combined with cloud computing is changingg business. It make es business more immediate, more relevant, more intelligent [Lope12]. Mobility Mobile technologies are transforming enterprises, industries world. For a young generation employees consumers a smartphone is a majo or tool to communicate with world. More than 80% workers currently conduct business on mobile devices, including both corporate-owned bring you ur own device ( BYOD) assets [www4]. Mobile workers dep end on cellular phones, smartphones or tablets to access information communicate. These devices require a high h-performing corporate wirelesss network. With mobi ile Unified Com mmunications firms realize benefits bot th mobility UC. By integrating mob bility capabilities with traditional telephony, messaging, voic ce, pre sence or businesss applications, mob bile UC provides
5 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 123 businesspeople with same integrated communications capabilities anywhere (in fice, at home, on road etc.) anytime on smartphones or mobile devices that are fully integrated with firm s communications collaboration platform. Mobile devices paired with UC fer real benefits to people in many roles in an enterprise. It enable workers groups to work easily collaborate from disparate locations. UC in conjunction with a mobility solution can increase employee productivity, improve customer service as well as enhance customer employee satisfaction. Moreover, it can provide a significant return on investment (ROI) through improved workforce productivity [www5]. Research conducted by Frost & Sullivan among 700 American companies shows that y provide ir employees with mobile access to few UC&C applications, most common being mobile stware PIM (Personal Information Manager) tools [Bara13]. In Pol, Microst Office 365 enjoys popularity. Cloud Computing Cloud computing is one most efficient delivery models for UC. Cloud services are dynamically entering ICT market. Cloud computing is a method providing a set shared computing resources that include applications, computing, storage, networks, development development platforms, business process [Mill12]. It is crucial for companies using cloud computing that services are available at any time in any location, economical (a user should pay for using computing power cloud, not its availability), scalable to individual needs that y ensure tight data security. The cloud model is composed five essential characteristics, four development models (public, community, private hybrid) many service models. The essential characteristics cloud computing are [HuKH12]: on-dem self-service computing capabilities (such as server resources) can be unilaterally automatically provisioned without human interaction with a service provider; broad network access services are available over network through various platforms (PCs, laptops, smartphones, tablets); resource pooling computing resources (processing, memory, storage, network bwidth) are dynamically assigned reassigned according to dem pooled to serve various customers (multitenancy);
6 124 Joanna Palonka, Teresa Porębska-Miąc rapi id elasticity capabilities can be provisioned released, in som me case es auto omatically, to scale with dem; mea asured service resources usa age can be mon itored, controlled, optimized reported. Everything in cloud computing is fered as a service. Nowadays, re is a wide range cloud-based service models, encompassing: Platform as a Ser- vice (PaaS), Infrastructure as a Service (IaaS), Security as a Serv vice (SaaS), Call Center as a Serv vice (CcaaS) or Unified Communications as a Service (UCaaS). Unified Communications as a Service (UCaaS) is a model in whichh a vari i- ety communication colla aboration applications services are outs sourced to a third-party provider delivered over an IP network, usually public Internet [www12]. UCaaS solu utions include enterprise messaging presence technology, onli ine meetings, tele- UC available for a wide range organiza- tions end users. UCaaS is an important tool for providing highh levels availability as welll as flexibility scalability for core business task. The prin n- cipal factors driving dem for UCaaS market are pay per use characteris- tics service low cost ownership. Many companies, especially smalll medium businesses, use UCaaS to avoid financial operational expenses associated with deploying unified communications solutions on ir own [www12]. video-conferencing (Figure 2). Cloud-based acce ess is making Fig. 2. The communications forms tools in UCaaS
7 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 125 Or UCaaS benefits are as follows [www10]: faster ways working, faster communication collaboration, improved time-to-market reach services, digitized customer partner co-operation, reduction in travel costs up to 90%, enhanced attractiveness company for talented people. UCaaS is a rapidly growing market. The major players in this market are Cisco, Microst, Alcatel-Lucent, Avaya, HP, IBM, CSC, Verizon Communications, Voss, Polycom. UC&C Solutions in Practice The main challenge an organization faces is to choose right combination UC&C technologies, features applications that can best meet its specific business needs. Large corporations, which have divisions fices all over world, were first to use UC&C solutions since effective communication is crucial for ir success or failure. For small very small organizations, cloud deployment means reducing break-even point. Although adoption cloud solutions is economically sound, small companies still encounter technological barriers. Over last few years, number Unified Communications systems implemented on Polish market has been increasing steadily by 20% a year. The trend is expected to continue until 2016, when, according to IDC report Polish UC&C Call Center Market Research Update, 2012, value Polish market will exceed $140 mln [Mejs13]. Various solutions have been implemented by organizations, for example Danone Group Ministry Administration Digitization have implemented UC&C solution from Integrated Solutions, while PESA Bydgoszcz OpenScape Unified Communications from Siemens Enterprise Communications Sp. z o.o. Unified communications collaboration solutions prove effective wherever communication plays an important role in daily work [Made12]. Organizations can choose from following options: A cloud-based service available via IS/Orange. There are three reasons to choose Orange Business Services [www1]: global cloud infrastructure Orange cloud services are hosted in state--art cloud-ready data centers to fer customers outsting worldwide quality service security; flexible computing solutions business toger as a service (UCaaS) are available from Europe, U.S.
8 126 Joanna Palonka, Teresa Porębska-Miąc Asia; Orange has also invested in its own data center in Normy (France) for its customers own needs; much organization data meet strict current stards; end-to-end enterprise cloud is guaranteed Orange is a communications service provider; it knows how to deliver business-critical IT services over network, with requisite security performance guarantees; this includes understing impact delays on real-time applications how to prevent m; Orange is uniquely able to provide private cloud computing, network, even devices to access it, with end-to-end SLAs capability to deliver it all globally; recognized IT security expertise all Orange cloud services are secured by design ; y are implemented by security pressionals using secure data centers (ISAE 3402 certification), platforms operations; Orange cloud services are delivered with highest levels security; it is important that Orange can even connect to ir cloud service partners deliver ir services to organization completely securely efficiently through private network. A converged multimedia communication solution called OpenTouch. It s a product Alcatel-Lucent Enterprise which creates a new conversation experience for employees, partners customers. With OpenTouch, IT teams can provide lines business with integrated video web conferencingbased communications solutions across devices easily cost effectively. And y gain all benefits an open Session Initiation Protocol (SIP) architecture unified management. OpenTouch supplies: multi-device employees can have a single conversation that crosses available devices; y simply use device that makes most sense for context ir location wher y are on--move, telecommuting, at ir desk or in a meeting room; switching devices during conversations is transparent easy; communications become fluid conversations; multi-party conferencing is most important feature; conference participants can easily come go during conversations y can quickly form ad-hoc communities across locations organizations to meet specific business objectives; multimedia high-definition video, instant messaging (IM) web conferencing capabilities mean every user enjoys rich communications services without additional investments; employees can stay connected, collaborate share content more efficiently, y can move conversation across media from IM to ad-hoc video to scheduled video as it evolves becomes more in-depth.
9 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 127 An enterprise-ready unified communications platform Microst Lync. It connects people everywhere, as part ir everyday productivity experience. Lync is available as a separate application or as a part Microst Office 365 Midisize Business or Enterprise E3. Lync fers features which enable users to [Sien13, Szyb13, www3]: connect with outside world Lync federation extends unified communications securely over Internet to customers, suppliers, partners using Lync or Skype; stay in touch anywhere Lync enables users to communicate securely anywhere y have network connectivity, automatically adapts to network conditions; use device y want Lync makes communicating easier with a consistent familiar experience available on Windows PCs, Windows Phone, ios, Mac, Android smartphones; new immersive Lync app for Windows 8 Windows RT provides a seamless touch-first experience; communicate in right way Lync unifies voice video calls, Lync Meetings, presence, IM in one easy-to-use client, making it simple to choose switch between different forms communication; take advantage stards-based HD video Lync uses open stards including H.264 SVC to provide a high-quality video experience on a wide range devices; make virtual meetings more effective see up to five meeting participants simultaneously with new multiparty HD video support; users can choose who to see or let Lync choose for m; easily join meetings Joining a Lync Meeting requires only a single touch or click on smartphones, tablets, PCs; extend Lync Meetings outside our organization with browser-based access: The Lync Web App allows PC Mac users to join a Lync Meeting from a browser delivers a full online meeting experience including IM, voice, multiparty video, data collaboration sharing; take notes in OneNote OneNote share allows users in to create share OneNote digital meeting notes within Lync Meetings; quickly intuitively find best way to communicate Quick Lync is a menu that appears over a contact in Lync contact list shows available communication modes (Table 1).
10 128 Joanna Palonka, Teresa Porębska-Miąc The main characteristicss selected UC&CC solutions Table 1 UC& C solutions Orange Business Services (Orange) OpenTouch (Alcatel Lucent Enterpise) Microst Lync (Microst) Top features It combines leading unified communications products applications with real-time services like enterprise telephony, mobility, voice, video conferencing With collaborative services thatt incorporate unified communications, it enhances individual, workgroup organizational productivity It is available through a range flexible service models, including integrated, managed, hoste ed UCaaS with technology from leading vendors like Alcatel, Avaya, Cisco Microst It fers comprehensive advanced business telephony services, including flexible auto-attendant, group, routing messagingg services It provides multi-platform support: desk phones, mobile h dsets, PC, tablet smartphone stware clients It fers easy access to multiparty conferences with audio, video, IM content sharing Integrated conferencing capabilities easily accessible from any phone or browser. Shared documents stay within enterprise premises It allows users to communicate securely stay connected with colleagues customers, from virtually wherever y chose to work Users can switc ch among devices as y choose based on ir needs. It fers familiar consistent user experience acros ss PC, phone, browser tablets It connects millions people, ir communications applications y use every day toger. Multiparty HD video conferencing brings life expression to Lync Meetings It is a dependable platfo orm for all real-time communications. A single system reduces complexity in Enterprise IT Source: Based on [www1, www3, www11]. Although Lync is implemented in University (Figure 3) ), its potential is not exploited. Economics in Katowice Fig. 3. The Lync sign-in screen at University Economics in Katowice
11 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 129 The results empirical stud dy conducted among 30 stud dents both un- dergraduate graduate programs at Faculty Informatics Com mmuni- cation at University Economics in Katowice indicate that non ne respon- dents usess platform at university. Six students use Lync in com mpanies where y have ir internships or ones y work for (i.e. Wincor-Nixdorf, ING Bank Śląski SA, Sygnity, Hil- ton Foods, JCommerce). Thesee are big companies consisting numerous geo- graphically disp persed branches. Two companies have implemented Lync Server 2010, while ors are adopting Lync Server at present. In alll companies Lync platform is used by employees to communicate with one anor. Each user has his or her own label in system (Figure 4). Fig. 4. A user label Each user has insight into availability or users (Fig gure 5) ). Three com mpanies communicate on platform with ir customers business partners as well: cust tomers use corporate telephone numbers from which y are transferred to Lync.
12 130 Joanna Palonka, Teresa Porębska-Miąc Fig. 5. Users availability statuses In alll companies userss access platform via Windows PC (in 2 com m- panies via Wind dows Phone on Nokia Lumia or HT TC telephones in 1 com m- pany, additionally, via ios, Mac or Android). Communication takes form voice, video or instantt messaging (chat). Fig. 6. Available modes communication among users Moreover, group conversations are conducted in all companies (Figure 7). Fig. 7. Information about participants a group conversation
13 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 131 One company uses online meeting service, whichh is available after integration with MS Outlook (Figure 8). The meeting can be joined via a web browser, Lync Attendee (whichh is seldom used) or Lync communicator. Fig. 8. Scheduling a meeting in MS Outlook During such a meeting, a user can show his or her desktop, a Pow werpoint presentation, a whiteboard whichh can be drawn on or createe a poll (Fig gure 9) ). The desktop share feature is used only by com mpany employees. Sharing it with customers would require involvement IT department creating a suitable connection ( so called federation) ). Fig. 9. Share options during a meeting
14 132 Joanna Palonka, Teresa Porębska-Miąc The service fers capability to record whole meet ting (Figure 10) ), communicate by text upload atta chments. It is also possible to integrate wit th OneNote stware. Fig. 10. Recording a meeti ng The results study demonstrate that Lync, with its exte ended func ctional- ity, is a UC& &C platform showing great potential. Unfortunately, it is still only marginally depl oyed by Polish companies. Summary Effective integrated communications involves integrating real-time asynchronous communication into businesss processes an orga anization us- ing latestt communications devices applications to ensure smooth transi- tion from one to anor. Increasingly, level functionality required by a user can be achieved regardless device (interface) used. Unified Communications solutions should naturally integrate into an organiza- tion s IT environment, operating on its own servers or virtual mac chines, in its own dataa centre or cloud model. At same time, y shouldn t bring about an im- plementation revolution cause an immediate switch-f existing systems ir complete replacement. They should have open interfaces that would en- able users to connect with anything used in an organization. The communications system has to evolve to allow prompt effective so- lution problems resulting from economic globalization, increasing popu- larity social media employee mobility. The UC& &C communications tool ls enable flexible adaptation to current communication needs. Thei ir use is intuitive quickly becomes employees second nature. It is possible to access ap- propriate communication mode from any device any location. The transition
15 CLOUD COMPUTING AND MOBILITY AS THE MAIN TRENDS 133 between particular communications media voice, text, www or video is easy smooth can be made from one user interface. The content information is aggregated, filtered n presented contextually to a user. Taking into account low market saturation with UC&C solutions, y are likely to be thriving in future. References [Bara13] Baranowska-Skimina A.: Komunikacja zunifikowana: trendy technologiczne (accessed: ). [HuKH12] Hurwitz J., Kaufman M., Halper F.: Cloud for Dummies. John Wiley & Sons, Inc., Hoboken, New Jersey [Lope12] Lopez M.: Four Ways Mobility Transforms Business. sites/maribellopez/2012/06/26/four-ways-mobility-transforms-business/ (accessed: ). [LPRW13] Lewis A., Pacyk T., Ross D., Wintle R.: Microst Lync Server Unleashed. 2nd ed., Sams, [Mars13] Marszałek K.: UC: Komunikacja skuteczna. raporty-i-analizy/2013/04/uc-komunikacja-skuteczna/article_view?b_start: int=0&-c= (accessed: ). [Mill12] Miller L.C.: Network Security in Virtualized Data Centers for Dummies. John Wiley & Sons, Inc., Hoboken, New Jersey [Made12] Madej O.: Stać cię na straty? Nowoczesne Technologie 2012, nr 1. [Mejs13] Mejssner B.: Polski rynek otwarty na rozwiązania zunifikowanej komunikacji. (accessed: ). [Sien13] Sienkiewicz K.: 5 powodów dzięki którym Lync 2013 się liczy. (accessed: ). [Szyb13] Szybiński J.: Podstawowe informacje o Lync wordpress.com/2013/05/07/podstawowe-informacje-o-lync-2013/ (accessed: ). [Zdro13] Zdrojek A.: Na czym polega koncepcja Unified Communications. loads/unified-communications3.pdf (accessed: ). [www1] Cloud Computing. Orange 2014, cloud-computing (accessed: ).
16 134 Joanna Palonka, Teresa Porębska-Miąc [www2] Is Unified Communications Next Stage Mobility? An NEC White Paper, fc7ca5f3b33 (accessed: ). [www3] Lync Server Office 2013, lync-server-2013-features-video-conferencing--instant-messaging (accessed: ). [www4] Mobility BYOD. Strategic Products Services 2014, Mobility--BYOD (accessed: ). [www5] Mobility Enables True Unified Communications. Net Corportion 2009, bles%20true%20unified%20communications_wp.pdf (accessed: ). [www6] Od Unified Communications do Collaboration transformacja metod komunikacji w nowoczesnych firmach. (accessed: ). [www7] UC Ujednolicona Komunikacja. Integrated Solutions. solutions.pl/erta/communication-collaboration/uc-ujednolicona-komunikacja (accessed: ). [www8] Unified Communication. Gartner IT Glossary 2013, (accessed: ). [www9] Unified Communications System (UCS), definition/26794/unified-communications-system-ucs (accessed: ). [www10] Unified Communications. E-Mbizo Solutions 2014, page_id=8814 (accessed: ). [www11] page=features (accessed: ). [www12] (accessed: ). PRZETWARZANIE W CHMURZE I MOBILNOŚĆ JAKO GŁÓWNE TENDENCJE ZUNIFIKOWANEJ KOMUNIKACJI Streszczenie W artykule zaprezentowano nowe trendy w rozwiązaniach zunifikowanej komunikacji i współpracy (UC&C) dla biznesu oraz korzyści wynikające z ich wdrożenia. Dla ich użytkowników systemy UC&C stanowią wygodny sposób kontaktowania się i współpracy, poprawiający komfort pracy pracowników i wpływający na jej efektywność. Obecnie rozwój rozwiązań UC&C zmierza w kierunku wykorzystania technologii mobilnych, wideokonferencji i sieci społecznościowych w biznesie. Jest także zauważalny trend polegający na migracji firm do zintegrowanych rozwiązań komunikacyjnych od jednego dostawcy, jak również rozwój technologii wirtualizacji i cloud computing.
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IP Office: Simple, Powerful Communications for Small and Medium Size Businesses Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and
WHITE PaPEr: Easing the Way to the Cloud: 1 WHITE PAPER The Business Benefits of Upgrading Legacy IP Communications Systems 2 WHITE PAPER: The Business Benefits of Upgrading Legacy IP Communications Systems
In creating a UC strategy for the future, global enterprises too often find themselves limited by the past. As your business moves forward, bringing together different islands of communication across platforms,
Boost Workforce Mobility and Productivity with Unified Communications Seven Essential Considerations for a Complete Hosted VoIP, Video and Collaboration Solution EXECUTIVE SUMMARY Traditionally, communications
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IP Office Receptionist Efficient and Professional Call Handling Overview Receptionists can handle dozens, even hundreds of calls daily, so it s easy to see how important it is to deploy a phone application
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Microsoft Lync Transforms Business Communications September 2012 Prepared by: Zeus Kerravala Microsoft Lync Transforms Business Communications by Zeus Kerravala September 2012 º º º º º º º º º º º º º
Unified Communications Converge applications and communication channels for superior collaboration and customer care. Office phones, cell phones, voice mail, email, videoconferencing, instant messaging
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