Whitepaper Mobile Enterprise The path to the Mobile Enterprise
1 Executive summary At Ericsson, we are in a unique position to help enterprises achieve a truly mobile way of working. This involves providing business users with personalized, seamless access to corporate applications and services from any place, and at any time, via preferred devices for the situation, e.g. PCs, laptops, mobile phones, smartphones, PDAs and ordinary desk phones. We give our enterprise customers the freedom of choice - in which pace they want to enable the mobile enterprise - by introducing new components that evolve our voice based solutions to multi-service solutions. The multi-service solutions interwork with legacy systems, so enterprises can migrate towards IP and mobility and still protect investments made. At the end of the day, the Mobile Enterprise vision is about giving enterprises business advantages, and business users control over their communications, while enhancing quality of life. 2 Today s situation and trends Enterprises today are faced with the challenges of providing operational efficiency, generating new business and keeping costs for communication services under control. It is also essential that they offer excellent customer service. Enabling mobility is a vital part of achieving operational efficiency, business advantages and customer satisfaction. Most companies are already experiencing a mobility revolution, in which mobile professionals expect to have applications and services at their fingertips no matter where they are, and customers increasingly access information and services via mobile devices. Enterprises require multi-service solutions with integrated voice and data applications that can migrate from and interwork with existing systems, applications and services. Business users want to choose from a multitude of devices to access relevant applications and services. They want simplified, familiar interfaces on all these devices, which today include PCs, laptops, mobile phones, smartphones, PDAs and ordinary desk phones. They also want to access applications and services using the most appropriate device at any given time, via fixed or wireless access points on the company premises, at home or at hotels, airports or within the wide area network. In addition, business users need to keep in touch with a network of colleagues, associates and customers. They want access to email, messaging, directories and calendars, alerts and notifications. They need access to Intranet applications in order to work efficiently. Within this context, simplicity and security are key words for all products and solutions. They must be easy to use, install, maintain and operate. Voice will remain the prime communication media, and all solutions will require open architectures and standards. Enterprises tend to focus on their core businesses, and many want to have control over their mission-critical communication solutions. This means that there will continue to be a need for equipment that enterprises can own and operate. Some companies, however, might want to outsource all or part of their communications services. 3 Our vision of the Mobile Enterprise Ericsson will provide business users with multi-service communication solutions that leverage wide-area mobility and business-class services. These include all the services that enterprises are familiar with today, i.e. reliable, high-quality voice communication solutions enhanced with email, calendar and Intranet access to legacy systems. All these services will be accessible using multiple devices and different access technologies. The Mobile Enterprise vision is that business users will have personalized, seamless access to applications and services from any place and at any time, regardless of media all with the aim of increasing productivity and quality of life. By personalized, we mean that each user will be in control. They can define when and how to communicate, using their own individual mix of applications, for improved flexi- 2
bility and efficiency. Each business user will have information and tools available wherever they choose to work from. These tools consist of a base of horizontal services such as voice services, messaging, and access to directories, calendar and general enterprise information. Users can then add their own personal mix of applications to suit their specific needs and habits. For example, a technician can remotely administer servers on the Intranet, a security guard can get relevant information on his mobile device at specific locations on his guard round, home care personnel can get information about schedules and patient information when they are traveling, etc. As the line between professional and private lives blurs, we are in a position to provide solutions that increase both productivity and quality of life for business users. The aim is to give users more control over their communication and their working lives. Via a personalized user interface, users should also be able to gain access to their entire corporate environments, including the people, information and communication services they need. 4 How do we achieve the vision As we work towards the Mobile Enterprise vision, we will continue to provide the large, medium and small enterprise segments with communications solutions. We will also, however, offer new functionality on a regular basis with a strong focus on mobilityenhancing solutions. This involves continually introducing new components, i.e. software and hardware components, with the power to transform today s communications solutions into open converged solutions. These new components will be designed for next-generation communication systems, meaning they will adhere to open converged architectures/standards and be easy to install, operate and use. Mobility and IP will be key aspects of these components. In addition, we will continue to protect our customers investments by focusing on integrating new components with their legacy systems. We will provide enterprises with a smooth path from today s reliable voice services to multimedia applications designed for a multitude of devices mobile or fixed, with retained reliability, quality of service and security. We will give customers the freedom to choose the pace at which they introduce new solutions, to best suit their businesses and needs. The evolutionary path from today s voice-based solutions to multi-service solutions with multi-access and multi-device function-ality, is explained below. 4.1 Voice-based solutions We will continue to evolve our PBXs, and their associated applications and make these applications available for new devices such as mobile phones. We have, for instance, introduced the Mobile Extension for BC11, which gives users access to all MD110 services via a mobile phone or remote extension. Our PBX solutions are now IP enabled with VoIP functionality, and can be accessed using IP telephones and PC clients over IP networks. They also feature open architecture, and voice and data integration. Throughout this evolution, we have retained reliability, quality of service and security features, which are the cornerstones of our current systems. We have also introduced new technologies for MD110 over the years, and we plan to continue to do so in the future. The IP enabling of MD110 was designed to take advantage of IP technology without restricting circuit switch capacity. E.g. for a call between two IP phones, the media is switched on the LAN. The scalable capacity of MD110 is retained throughout this evolution by keeping the well-proven distributed concept. Another priority is to focus on creating synergies between our communication systems, by offering similar applications for all systems. Since our PBXs are cornerstones in our evolution, they will continuously be updated with new functionality and technologies. 3
In addition, even as we introduce our voice services for mobile phones, DECT will remain the best wireless voice technology for indoor usage. A large group of users will still need this type of mobility, and we will continue to support this standard in the form of our integrated DECT solutions for our PBXs. MD110 BC11 even has a function for sending SMS messages using DECT phones. When migrating from a PBX to an IP network, we consider it essential to retain the services that enterprises are used to. They can then migrate at the pace they want. If, for example, IP phones don t deliver the features or cost/feature benefits they want, they can continue to use their legacy phones until it is cost and feature beneficial to migrate. The choice is theirs. IT managers also prefer to administer all users using just one system. If both IP phones and mobile phones are connected to the PBX, they only have to deal with one administrative system for implementing moves, and adding and changing users. That makes investing in our our PBXs a safe and future-proof choice for increased enterprise mobility. 4.2 Introduction of new components We have already introduced the Mobile Intranet Package, which consists of the Ericsson Mobile Organizer (EMO), Ericsson Virtual Office (EVO), Enterprise WAP Gateway and WAP-enabled mobile phones, such as the Smartphone R380. The Mobile Intranet solutions provide access to the Intranet from any mobile device. This, combined with the Mobile Extension, gives users access to both voice services and Intranet in the wide area network, which previously were only accessible at the office. MD110 s well-proven, feature-rich services are ported to an open server, meaning they are now built with open standardized software components and tools. This allows us to utilize web- and Internet-enabled technologies, such as XML, to introduce new webbased services that can be integrated into our solutions with legacy applications on the Intranet. The open server also delivers new services that complement those of MD110. The server helps enable the transformation of MD110 from a PBX into a multi-service solution, built on open converged standards and architectures. In 2002, we will verify this new service node in field trials and introduce it as a component that interworks with MD110 through a Q-SIG interface. The interface will be based on IP networking technologies, as of 2003. We will also, as a second step, introduce a new IP-based hardware component for MD110. This will initially be used to enhance mobility for small departments or remote branches. The hardware node will be offered for use in locations requiring a high degree of mobility, and where IP is appropriate. We will, over time, add functionality and interfaces to this hardware node, in accordance with demand. Other important considerations on the path to mobility are wireless LAN access and roaming between wireless LAN and GPRS networks. These allow business users to wirelessly access corporate data at the office or at hotspots, such as airports or hotels, as well as in the wide area with GPRS access. The service node will include this functionality. The introduction of the service node will also make it possible to introduce services such as access to Intranet applications, and will enable interworking with mobile networks, e.g. localization services and roaming. Security solutions are also essential when accessing the Intranet from a remote location. We provide secure end-to-end access to remote locations, for instance for GPRSconnected devices. In addition, we will continuously add more services, including access to ERP and CRM systems for sales forces or mobile workers needing access to information on the Intranet. 4
4.3 Personalized multi-service solutions We will provide a personalized mix of applications for the business user. This involves integrating services such as location, messaging, directory, calendar, voice and legacy Intranet services and allowing users to choose how and when these services are accessed. Users want to have control over how to access different services. To enable this, we will offer preference-based call routing based on location, calendar information and profile status. This means that the system will route all calls according to whether a user is at the office or at home, if there is a meeting or lunch scheduled in the calendar and if the profile is set to certain status, such as do not disturb or contact my assistant. This user-controlled routing will be introduced for MD110 and for new components in 2002. For full mobility, all our mobile solutions will be aligned with the architecture and application framework of the public systems, as well as the emerging 3rd generation mobile systems. Ericsson s leadership in this area guarantees effective alignment with mobile systems, services and applications. The newly launched Ericsson Mobility World will also provide access to an important source of mobile applications and services appropriate for business users. With its worldwide network of centers and web-based services, Ericsson Mobility World helps network operators, developers, content providers and enterprises collaborate in developing and bringing to market innovative applications and services for Mobile internet users worldwide. Ericsson Mobility World supports its partners through all phases of creating applications and services from developing the initial idea, technical concept and business plan, through to design, technical development, testing, network implementation and integration. Because our enterprise solutions feature common applications frameworks, we can easily integrate third-party applications from organizations such as Ericsson Mobility World, to suit the needs of our customers. In local environments, we can also provide unlicensed solutions such as Wireless LAN and Bluetooth, which complement wide-area solutions such as GSM, GPRS and 3G. In addition, as the interface between terminals and users becomes increasingly important, our solutions offer user-friendly interfaces that simplify communication. Users are presented with easy readable choices, that feature icons or name lists, depending on the type of communication involved. The number of clicks or buttons pushed is also minimized. 4.4 Freedom of choice Our newest innovations, including the Mobile Extension, Mobile Intranet solutions, Preference-Based Communication and GPRS-Wireless LAN roaming, are available to customers in a variety of ways, depending on their situation and needs. Most new features will be available for use with MD110, and some will require a new software or hardware component that will transform MD110 into a multi-service solution. The new components may also be stand-alone solutions, applicable for new customers or customers with non-ericsson PBXs. Customers will have the freedom to choose from the following: An IP-enabled MD110 with new enhanced services such as Mobile Extension, Preference-Based Communication and Web-Based Management. These could be combined with, e.g. our Mobile Intranet Package. MD110 combined with a new service node with features such as GPRS-Wireless LAN roaming and integration with legacy Intranet applications, which interwork with mobile systems. 5
A next-generation, IP-based system, consisting of new components that enhance the functionality of MD110. New functions are packaged within modern, state-of-the-art solutions, with a focus on IP technology and mobility. All these choices will have the same software base, providing feature-rich MD110 voice services enhanced with multimedia services. This also ensures the same look and feel of the services regardless of the solution. The new hardware and software components will over time be further enhanced with more functionality and interfaces to match the demands of a multi-service communication system. This will also make it possible to combine the components to build a totally new system. The timing of this will depend on the demands placed on a multi-service communication system, but is planned to be achievable in 2003. Customers will, as always, have the freedom to choose the pace at which to introduce new services, components and configurations, to suit their specific demands and situations. 5 Why Ericsson We have been delivering voice communication solutions to enterprise customers for many years and we will continue to deliver these services enhanced with integrated voice/data communication solutions that include limitless IP and mobile functionality. When other vendors combine a pure IP system with a PBX, there generally are limitations. With Ericsson multi-service communication systems, however, users can take advantage of business-class communication via devices connected to IP and mobile networks. Also, voicemail systems are available with all features, as from any regular PBX. In addition, mobility and security are vital aspects of our solutions, and have a fundamental impact on the design of the system architecture. The applications and services we offer are accessible through a variety of wireless technologies, including wide area, local area and personal area. These can be adapted to suit a customer s needs, situation and region. Ericsson has a strong foundation in wireless and mobile technologies and is in the forefront with regard to 3rd generation mobile systems and IP technologies, with a strong presence at forums such as IETF and 3GPP. Important characteristics for our solutions are mobility, reliability and availability, quality of service, seamless access, security and real-time services. We provide innovative solutions that leverage the strengths of our systems, e.g. Bluetooth-connected appliances in the office, which can be reached from the personal area network, complete with security, positioning, etc. Together with our partners, we can also create attractive offerings that make our solutions even more convenient for enterprise users. We build alliances around preference-based routing, so that other vendors can integrate solutions with our open interfaces, to enhance each user s personal mix of applications. We have built distributed real-time voice communications solutions for enterprises for over 20 years, and are developing these systems to embrace IP technologies while maintaining quality of service, reliability and security. In the future, Ericsson will continue to provide multi-service solutions with multi-access and multi-device communication for business users. Our strength in voice and mobile services is enhanced with new functionality enabled by web- and Internet-based technologies which extend our multi-service solutions to encompass web-based applications on the Intranet and Internet. As our customers evolve with us, from voice-based services to multi-service solutions, we will put all of our experience and strengths into effect so they can leverage the full benefits of our Mobile Enterprise vision. 6
6 Acronyms and glossary IP EMO EVO GPRS PDA 3G Internet Protocol Ericsson Mobile Organizer (product) Ericsson Virtual Office (product) General Packet Radio Service Personal Digital Assistant Third Generation mobile network Ericsson Mobile Organizer (EMO) is a middleware-software connecting WAP-enabled mobile devices to Microsoft s Exchange Server. The software enables real-time access to almost any function of Microsoft Exchange and Microsoft Outlook via WAP-enabled mobile phones or PDAs. Any of these devices will become a pocket-sized office that enables direct online access to Outlook applications. Ericsson Virtual Office (EVO) is a middleware-software connecting mobile laptops and PDAs to the corporate network. It includes client and server software. EVO provides fast and secure access to the corporate file system, the corporate web, the global Internet, and to the corporate Microsoft Exchange Server (e-mail, corporate calendar, corporate directory etc). EVO accelerates remote downloading dramatically by using advanced coding, compression and caching mechanisms. Ericsson Enterprise WAP Gateway Different protocols are used for data communication in mobile networks (e.g. WAP/WSP) and corporate Intranets (e.g. HTTP). In order to realize data communication using both types of networks, the gateway translates between the different protocols. Mobile Extension A mobile subscriber, be it 2G, 2.5G or 3G or any standard GSM, GPRS, D-AMPS, UMTS, can be made an extension in MD110. The traffic to, as well as from, the mobile user passes through the MD110. While passing the MD110, the system will be able to link services to the calls. Users of the MD110 Mobile Extension are defined in the MD110 as other standard extensions. This means that the mobile user will have full access to the corporate network. The mobile user will also be able to use the services such as short number dialing, camp-on, intrusion, callback, conferences etc. GPRS is a non-voice, value-added service that allows packet-based data communication across mobile networks. The two major user benefits provided by GPRS are higher bandwidth and 'always on' connection. 7