A Mobile Architecture, Not Just a Mobile App

A Mobile Architecture, Not Just a Mobile App Gary Audin Delphi, Inc. May 2013 CONTENTS 2 Meeting the Mobility Challenge 2 The Impact of BYOD 3 What to Gain with Mobile Communications 4 The Right Mobile UC Architecture 6 Developing Policies and Standards for Mobile Devices 7 Recommendations to Ensure Successful BYOD Deployment 9 Conclusions

Meeting the Mobility Challenge There are over 100 million mobile smartphone users in the U.S. (comscore Reports, January 2012 U.S. Mobile Subscriber Market Share). By 2014, it is predicted there will be 90 million tablets owned in the U.S. (emarketer November 2011, http://www.emarketer.com/article.aspx?r=1008701). Businesses everywhere are at a crossroads in terms of maintaining operational and performance levels that were established by an increasingly outdated fixed-line infrastructure, all while keeping current with the latest mobile technology that is changing the way nearly everybody interacts. For most businesses, this means finding a new path that enables communications with employees, customers, suppliers and team members who use their personal smartphones and tablets to communicate and collaborate. To do so, businesses must embrace the mobility avalanche and consider how to best leverage it. Creating a successful and enriched, integrated and seamless mobile experience is the goal of businesses, governments, educational institutions and not-for-profits virtually any type of organization. In order to remain competitive, enterprises using Unified Communications (UC) to enhance productivity and efficiency across multiple business facets must consider the seamless integration of mobility in particular, BYOD into the UC environment sooner rather than later. Businesses are well advised to assess the best path to integrating mobility into the operational flow in ways that promote employee productivity and satisfaction which can ultimately lead to enhanced customer satisfaction and improved profitability. Why mobile now? Enterprise mobility not only encompasses mobile workers and devices, but more importantly, the access to corporate data and systems from any location. The rich information delivery commonly available on the UC desktop now needs to be available in the same fashion to the mobile user. This common access to data will improve business processes by reducing the time to retrieve information, allowing faster, more informed decisions, and lead to lower overall costs and higher profitability. With a well-developed mobility solution, the workforce can be transformed into an even more productive mobile asset that fully leverages the profound benefits of desktop UC applications. Intuitive interfaces that are common to the mobile device and the desktop provide users with the ability to access the same key features and tools while on the fly, regardless of location. With the tap of a finger, mobility-enabled UC can provide users with the ability to send and receive instant messages; record and forward calls; access call logs and call notes; integrate conference bridge access; and use presence features to check the availability of coworkers and other contacts wherever the user is. The best mobile UC solution should also include security and privacy controls to mitigate risks that range from control of corporate information to the use of a privately-owned device for corporate business. The Impact of BYOD Bring Your Own Device (BYOD) is a critical aspect for successfully deploying an enterprise mobility solution. Users like and feel comfortable with their own devices, and would prefer to use only one mobile device. Enterprises must understand and embrace BYOD to produce the most benefit from mobility.

BYOD is not a single product, nor a single service, or single application. It is an environment where the IT department does not own or distribute the endpoints. It is a user-driven phenomenon that IT must embrace, and then learn to manage, in order to surmount the challenges of integration into the business. The enterprise has to gain control of BYOD or risk business anarchy that could affect the enterprise s productivity, security, privacy, regulatory compliance and reputation. When properly managed however, mobile technologies can provide a whole range of capabilities and benefits to the enterprise. The IDC survey 2011 Consumerization of IT Study: Closing the Consumerization Gap, sponsored by Unisys, July 2011, asked IT executives to rate their level of agreement with employees use of personal devices. These executives recognized that employees use of BYOD is going to happen, will improve morale, increase productivity, and will be essential to the business objectives and services. IDC also stated BYOD will increase the workload for IT and help desk staff. Survey results found: 69% of respondents thought tablets, ipads and other like devices will be part of the business tools used. Unfortunately, 57% thought that IT will have an increased workload when these devices come into use. 52% of executives expect that their personal devices need to be supported. 43% thought that a BYOD policy would improve morale. 37% thought a BYOD policy would increase productivity. These data points demonstrate that the mobile culture is prevalent, influencing businesses and growing in acceptance. Encompassing mobile solutions will benefit businesses and improve efficiencies both internally to the business but also externally to its customers. The BYOD surge has a power of its own. It cannot be ignored. Those ignoring this trend will find themselves at a fast growing disadvantage relative to their competition. It is crucial that organizations consider how and what to do about delivering the value of UC to the preferred mobile devices of these users. What to Gain with Mobile Communications and Collaboration Eventually, the business has to adopt mobile UC; otherwise, the business will suffer a competitive disadvantage. In order to address this pressing need, the enterprise must look for a solution that will satisfy its unique requirements now and in the future. Comprehensive and integrated mobile solutions, such as Vertical Communication s ViewPoint Mobile application, provide easy access to all the same features and functionality found in the enterprise s onpremise UC capabilities. An extension of the Vertical Wave IP Unified Communications platform, ViewPoint Mobile is an excellent example of a well designed mobility solution that enables businesses to: Accelerate Sales Cycles Maximize face time with customers by deploying real-time collaboration tools that help to reach the resources needed, enable access to information, and ultimately speed up the decision-making process. Expand Service Coverage Allow the creation of premium service offerings and after-hours response by automating call routing based on time-of-day or on-call scheduling and extending these services to employees that may be off-site.

Enhance the Customer Experience Improve customer service with the ability to track, measure, and monitor customer calls to remote and mobile workers. Automate or use on-demand call recording to review customer interactions and train staff. Reduce Business Risk Implement consistent policies to maintain compliance with industry regulations, and when needed, provide the ability to automatically record conversations. Use the same reporting and logging tools available in the office to manage, monitor and maintain quality communications in the field. The Right Mobile UC Architecture Should Fit the Way Each Business Operates The best mobility solution for any business should offer seamless integration. This means that the addition of new applications and devices will not disrupt the existing system, or cause user experience problems, and that the solution can be deployed successfully across multiple types of endpoints. The right mobile product architecture and solution will deliver the in-office experience to the mobile device. This should not be a bolt-on set of applications that requires the implementation of multiple vendors products. The solution should be native to the internal UC system. The solution should not require any additional hardware, software, or licensing. Deployment should be simple. The mobility features should be activated with a simple permission and instantly delivered to every user throughout the enterprise. The transfer of voice calls between the UC system and mobile phones should be seamless, and provide users with immediate access to features such as instant messaging, presence capabilities, conferencing, voice mail, call recording and business-specific applications. The mobile solution must also enable the enterprise to secure any proprietary information residing on a user s mobile device. The solution s architecture should provide a broad range of back-office features that aid in the tracking and management of business activities, including detailed call records regarding the frequency and quantity of contacts with customers and conference call participants, as well as a method to track important customer interaction metrics. All enterprise communications should be handled through the common UC server, so inbound and outgoing calls, IMs and other communications are captured and stored on the premise-based UC server. The right product produces the biggest value Many enterprise communications platforms offer a variety of mobility technologies that deliver a wide range of functionalities. Sophisticated solutions, like Vertical s ViewPoint Mobile application, do more than just support phone calls. These solutions deliver simple, easy to use features and functions that are attractive and intuitive so that the user is comfortable using them. Through these technologies, the user can operate the mobile interface to gain the same efficiencies that are available from the UC desktop. And, the system should deliver a seamless transition as the user moves between the desktop and mobile device.

In addition, a mobile user, with a simple swipe or fingertip tap, should immediately be able to access secure corporate directory services, mobile messaging and real-time availability information for the entire enterprise. Key elements of these products should always include: Simplified Contact Management Single view into corporate directory and personal contacts Personalized favorites list for frequently used contacts Real-time Presence See who s available throughout the organization at a glance Change the user s personal status from anywhere Enhanced Call Handling Single-number contact for all inbound and outbound calls Integration with CRM and/or other corporate databases Effortlessly transfer, conference, record and manage multiple calls Call History and Logs Add notes to calls in real time Built-in call log with a single view of inbound and outbound call activity Centrally monitor, track, and report call activity Secure mobile messaging log and usage reporting Secure Mobile Messaging Privately and securely message co-workers Ensure compliance with automated monitoring tools for keyword identification and tagging Visual Voice Mail Single voice mail box for office and mobile phone messages Check office voice mail on the mobile device Respond to important calls first with a consolidated view of pending messages Call Recording Record any call with a single click, or automatically record all calls Access recorded calls securely through a unified voice mail or email inbox Easily add notes to recordings

9 Challenges to Successful BYOD Integration Across the Enterprise The following issues may create challenges that need to be overcome for the successful integration of BYOD: Challenge #1 Challenge #2 Challenge #3 Challenge #4 Challenge #5 Challenge #6 Challenge #7 Challenge #8 Challenge #9 The enterprise is not the device owner or the wireless service subscriber. IT is usually responding to the rapid BYOD growth, not initiating it. The user may have more than one device in use. There may be information overlap and multiple applications simultaneously in use, requiring real-time data updating and synchronization. Data protection is required but is complicated by the BYOD user accessing private as well as enterprise applications. The user expects to use the rich multimedia capabilities of their mobile device. Ensuring that the existing infrastructure can support BYOD access and traffic. Developing, implementing and enforcing new access and usage policies, covering both the device and the user s role in the enterprise. Training help desk personnel and trying to avoid IT work overload. Developing Policies and Standards for Mobile Devices While the productivity and efficiency benefits of mobile communications are undeniable, mobility brings with it a number of issues in the management of personnel and data that are outside the typical office domain. Even with the right solution and the right features, the business cannot assume that these challenges can be met with a single or a few actions. Clear policies and standards need to be developed and promoted. It is interesting to note that in the IDC study, almost all organizations allowed employees to use mobile devices for business purposes; however, just over 50% of enterprises have indicated they had revised their cell phone policies to include employee-owned devices. For those enterprises that have already started the transition to employee-owned devices, the following pain points can be identified: A clear, approved definition of enterprise-owned vs. employee-owned devices is necessary. Effective staff communications are needed to describe the transition to a BYOD policy. Putting the policy in place can take longer than expected. Significant effort is needed to work with carriers to keep the same phone number and features active on employee-owned devices.

Recommendations to Ensure Successful BYOD Deployment Almost all organizations have standards for mobile devices, including ipads and tablets, which most enterprises do not treat any differently than smartphones. While these devices are mainly enterpriseowned, it is critical for enterprises to develop and publish standards for employee-owned devices, operating systems and levels of support. Creating a BYOD policy and enforcing it can be a headache for IT. There are no right or wrong policies or procedures. Each enterprise must develop its own based on business benefits, technology requirements, regulatory, security and privacy issues, as well as employee expectations and benefits. Whether enterprise- or employee-owned, consistent and reasonable standards are important for all mobile devices.. When moving to an employee-owned mobility model, consider the following 15 recommendations to implement an effective BYOD policy and plan. Establish a Mobility Committee The Mobility Committee should include key executives, IT and user departments. The Committee will evaluate the benefits and risks of mobility options, develop the corporate mobility policy, set strategic goals, establish actions plans and determine measures for success. Determine the Current Mobility Environment A mobility survey of employees and department managers should be conducted to provide a broader understanding of the business value and needs of the mobile workforce; define current usage; and provide knowledge of additional benefits not yet identified. IT should evaluate the mobility needs for employees in order to provide a competitive edge and maximize employee retention and morale. IT needs to know their current carriers contract terms to ensure they maintain commitments until contracts are open for revision. Revise the Existing Cell Phone Policy The current cell phone policy should be revised as needed to include all current and future mobile devices, and policies and processes for employee-owned devices. This policy must address privacy issues and ramifications for noncompliance of corporate policies, and should be reviewed on an annual basis, especially since the world of mobile devices is changing so rapidly. Employees should be informed that while connecting to the enterprise data and applications, their personal information such as SMS, MMS, e-mail and phone records are all available to the corporate environment. Accommodate Users While Protecting the Enterprise Network and Data An ever growing number of employees want to carry only one device with access to their enterprise e-mail, calendar, business applications, etc. IT should manage mobile devices with access to information resources like they do PCs, and implement similar security, authentication and protection procedures. IT should separate enterprise data from personal data. Ensure Compliance Regulations Are Followed Privacy and regulatory decisions must be identified and evaluated for employee-owned devices. For example, will users with their own personal devices be allowed to use camera capabilities while at

work? Are there any special regulations or compliance issues that apply? In addition, legal liabilities for employees use of cell phones while driving or IRS changes in regulations for enterprise-owned cell phones must also be considered. Require Employees to Sign a User Policy Statement All employees, especially those using personal devices, must be required to acknowledge and sign the user policy and procedures before obtaining access to enterprise resources. Centralize the Management of Services Centralized management of telecom services and support, including cellular, mobile and wireless technologies, provides the best organizational structure to control costs and continue to maintain an environment where mobility can grow while ensuring access to corporate data. Strengthen the Existing Security Policy Enterprises should evaluate and modify as needed, their current security policy and procedures to reflect the risks of employee-owned devices. Employee-owned devices should be secured with strong passwords and data encryption, and policies enforced that prevent data security breaches. Be sure users with employee-owned devices know that, depending on security, legal, or administrative needs, their devices may be wiped remotely. Develop Corporate Standards for Devices and Platforms With an explosion of smartphones, tablets and even devices integrated into cars, it is critical to standardize on the type of employee-owned devices, platforms and operating systems that will be allowed and supported. This is especially true when IT is supporting these with in-house staff and applications. Create User Groups and Policy Standards Define and identify which employees, by user group, will be eligible for either enterprise-owned or employee-owned devices; the type of devices, applications and data allowed; appropriate stipend or reimbursement options; and levels of technical and help desk support. Define what users, devices and applications will be fully supported by the organization. Determine Payment Options For each defined employee user group, identify how IT will fund employee-owned devices, whether by stipend, reimbursement, or not at all. These payment options should include voice and data services costs. Minimize the Impact on IT and Help Desk Staff Trying to meet the needs and complexities of many different employee-owned devices and platforms will be very difficult for in-house IT and help desk staff. To help reduce the number of help desk calls and IT support, a self-service portal or the utilization of other Web resources should be considered.

Develop a Communications and Training Plan IT must develop and publish a comprehensive communications and training plan to make sure all affected employees are aware of the new policy, standards, guidelines and procedures. This plan should be published on a self-service portal or through Web resources. Evaluate Mobile Device Management (MDM) Solutions IT should fully utilize the features and capabilities of any existing Mobile Device Management solutions before moving to employee-owned devices. These tools provide an organized approach to implementation, and can manage both corporate-owned and employee-owned devices. IT will be required to manage and use a MDM solution, which will be essential for successful provisioning and deployment, device and application security, and user support. Measure the Results A critical component of moving to employee-owned devices is to measure the results to show that initial goals and objectives have been achieved. Key metrics should include dollars saved, employee satisfaction and help desk response time. initial goals and objectives have been achieved. Key metrics should include dollars saved, employee satisfaction and help desk response time. Conclusions Mobile products, applications and services have significantly penetrated both the business and personal lives of everyone. Mobility solutions keep coming and are here to stay. As part of this trend, BYOD has emerged as a common way to offer information to users on their personnel mobile devices. The successful business must look for efficient and effective mobility solutions to remain competitive. This is not the time to wait and see. By waiting, the business places itself in jeopardy of its competitive existence. Solutions like Vertical Communication s ViewPoint Mobile application are perfect examples for how businesses can seamlessly integrate mobility into their communications infrastructure today. Supporting both ios and Android smartphones and tablets, ViewPoint Mobile delivers all the features of its Wave IP UC platform directly to mobile users. In addition, ViewPoint Mobile records and maintains all corporate information on the server, ensuring that businesses maintain complete control over proprietary information. About the Author Gary Audin is the President of Delphi, Inc. He has more than 40 years of computer, communications and security experience. For 30+ years, Gary has been an independent communications and security consultant. Mr. Audin has been published extensively in the Business Communications Review, ACUTA Journal, Computer Weekly, Telecom Reseller, Data Communications Magazine, Infosystems, Computerworld, Computer Business News, Auerbach Publications and other magazines. He has been Keynote speaker at many user conferences, and delivered many webcasts on VoIP and IP communications technologies. He is a founder of the ANSI X.9 committee and a senior member of the IEEE. In addition to www.nojitter.com, he publishes technical tips at www.searchvoip.com.

About Vertical Headquartered in Santa Clara, California, Vertical Communications is a leading provider of UC solutions for businesses. The company serves a wide range of customers throughout North America, Europe and Asia, including industry leaders in retail, hospitality, health care, and automotive, along with government agencies and educational institutions. Vertical s enterprise mobility solution, ViewPoint Mobile extends the full features of the company s flagship Vertical Wave IP unified communications platform to Android and ios smartphones and tablets. ViewPoint Mobile is built right into the core of the Vertical Wave IP platform, giving any organization the ability to be 100 percent mobile while being able to connect, communicate and collaborate simply and securely from any location in or out of the office. The application runs all communications features, including collaboration, presence and instant messaging, call recording, contact center functionalities, and IP telephony features. Vertical provides ViewPoint Mobile as part of its singular license, which gives businesses full access to all enterprise mobility features without having to incur any additional software licenses, or acquire any external hardware. For more information, visit www.vertical.com.