Understanding and Deploying Enterprise Unified Communications. February 2012

Understanding and Deploying Enterprise Unified Communications February 2012

Table of Contents Introduction...3 A Changing Landscape...3 The Unified Communications Solution...3 Challenges and Requirements...4 The Enterprise UC Platform...5 Architecture...5 Business Requirements...6 Access and Trunking...6 Integration...7 How GENBAND Can Help...7 Conclusion...8 2

Introduction A Changing Landscape Enterprise communications can be particularly challenging in today s business environment. The continuing weak global economic situation has impacted virtually every organization, with many resorting to downsizing or consolidation, working to do more with less and optimizing the use of existing resources all while enhancing service to customers and internal stakeholders. Those current realities are amplified by powerful enterprise trends, including globalization, the rapid emergence of mobility and social media and the increasing consumerization of IT. Most organizations now also face a greater reliance on value-chain collaboration, tough new competition, an accelerated velocity of change, and a shift in the communication infrastructure technologies and offerings. In fact, CIOs now typically confront a growing priority list from their business unit clients, yet invariably must deliver those solutions with a shrinking communications budget. The types and number of devices continue to proliferate, with tablets, smartphones and other secured and less-than-secure endpoints connected to corporate networks. Not surprisingly, many IT departments now struggle to provide secure, convenient communications in the mobile environment. Increasingly sophisticated and specialized enterprise applications require ever higher degrees of integration, across technologies, communications networks, internal units, and extended supply chains. Most large organizations are now, or soon plan to be migrating from legacy TDM/IP telephony platforms to the next-generation IP communications environment. Many are also exploring or deploying cloud environments, and must decide whether to manage their own cloud environment or to implement a hosted private cloud solution. Forward-looking enterprises understand the need to harmonize communications with a true end-to-end, unified solution. And always, organizations seek to manage and reduce capital expense requirements and ongoing operational spending. To compete and survive, large companies and agencies must find ways to enable and encourage their workforce to communicate and collaborate. They need underlying systems capable of delivering true anytime, anywhere connectivity across various networks and media and to and from any device. And they must do that while reducing risk, extending the lifecycle of current assets, and driving a rapid and positive return on investment. The Unified Communications Solution For many large organizations both businesses and agencies enterprise-class Unified Communications is the answer. Unified Communications (UC) might be defined as communications integrated to optimize business performance, and can describe a seamless set of voice, video and Web collaboration applications designed to enable advanced connectivity between employees, customers, partners and other stakeholders available on any device. UC is increasingly understood to include any type of communication exchanged via the TCP/IP network, and extending to still-emerging communications media such as digital signage, and Internet Protocol Television. Enterprise-class UC may include traditional and IP-based telephony, call control, video conferencing, interactive white boards and other collaborative tools, instant messaging, presence capabilities, speech recognition, integrated voicemail, email, fax and SMS, and tighter integration with dominant productivity systems and enterprise applications. In the large enterprise setting, Unified Communications allow employees to send and receive messages on various medium guided by presence information or employee preference switching calls between home lines and a mobile device, or accessing a voicemail via text or email. When well implemented, UC can save money, optimize business processes and improve communications by better connecting devices, media and applications, reducing latency, and opening new forms of collaboration. Both research and real-world experience confirm the value of Unified Communications. In a research report on enterprise Unified Communications, Frost & Sullivan found that companies that leverage collaborative tools enjoy a competitive 3

advantage over those that do not and that advantages increases as the tools get more advanced. The same report 1 found that C-level executives most valued UC and collaborative solutions that saved their companies money, including audio conferencing, Voice over IP (VoIP), instant messaging, and Web and video conferencing. Presence, integrated clients, telepresence and other advanced capabilities were seen as smart ways to drive productivity through greater mobility, faster decision-making, and collaboration. Across many enterprise implementations, Unified Communications services deliver a two to five percent productivity increase in individual communications tasks, and increase employee satisfaction by eliminating wasted time. In a 2009 report on the topic 2, Gartner Research defined UC solutions, including equipment, software and services, as those that facilitate the use of multiple enterprise communications models. Those solutions might include systems for control, management and integration of communications channels, networks and systems, business applications and even consumer devices and applications. Gartner identified a number of critical capabilities typically sought by enterprises seeking to unify their communications, including: telephony, conferencing, messaging, instant messaging, multiple client support, communications-enabled business processes, consolidated administration, mobility, collaboration, and contact centers. Challenges and Requirements Working directly with enterprises the world over, GENBAND has identified a number of more specific Unified Communications challenges and requirements. The sheer size and complexity of most enterprise networks can pose unique difficulties. Years of mergers, acquisitions and localized service agreements have for many companies produced classic isolated IT islands for data, legacy TDM, Voice over IP, PBX and mobile networks, each with a varying set of capabilities. Most large organizations have multiple locations and geographies, and struggle to maximize employee collaboration while controlling travel and IT costs. Many large organizations also face the challenge of a highly distributed workforce that must work together more effectively than ever before. Teams rely on time-sensitive communications using a variety of user devices across multiple networks and services to keep pace with competition. Often, this growing complexity results in increased administrative and support costs along with missed business opportunities. Corporate IT groups struggle with decisions about how best to utilize consolidated or shared services, and whether to leverage in-house or outsourced service delivery. They need secure platforms and systems to protect critical corporate and customer data. All must have reliable business continuity plans to reduce the risk of a major disaster. For reasons of cost and productivity, while most want the advantages of advanced business communications features, few want to entirely rip-and-replace their current networks. Not surprisingly, many large organizations are now moving aggressively to deploy Unified Communications to meet those challenges. In GENBAND s experience, enterprises are seeking UC solutions that span the emerging public, private and hybrid cloud environments that deliver flexible and secure applications on any device as well as SIP trunking between the various sites. Most large organizations want rich voice features, fixed and mobile integration and convergence (FMC), and end-to-end communications capabilities. Many seek to transform legacy capabilities and to open a graceful migration pathway towards next-generation communications. They need secure interconnections, with strong mediation and SLA management all while having the flexibility to customize communications, and to more easily integrate it with their enterprise IT systems. Ideally, an enterprise-class UC approach will deliver a comprehensive set of technologies to address all communications needs as an organization migrates from legacy to next-gen environments. It will be built on a single, scalable UC platform with voice services, new business and communications applications delivered universally through a single point of integration. 1 Finding the Value in Unified Communications Understanding the Hierarchy of Return. Frost & Sullivan 2 Critical Capabilities for Unified Communications, Gartner RAS Core Research Note, August 2009 4

That single-platform model should provide dial plan consistency and least-cost on-network and off-network routing as well as support the direct replacement of enterprise voice services as legacy networks are phased out or as new geographical locations are introduced. Finally, any logical UC implementation must be supported by world-class design, deployment and technical service capabilities. Those are the broad outlines of Unified Communications in today s demanding enterprise environment. To better understand how UC can be deployed to generate positive, measurable business outcomes, it may help to examine in detail the elements of an enterprise unified communications platform. The Enterprise UC Platform To address those challenges and opportunities, a true enterprise-class Unified Communications solution simplifies how people interact with each other and with applications. It provides a common user interface and leverages IP network technologies to enable real-time collaboration via voice, video or data channels. A workable UC platform will also provide tight integration between communications and enterprise applications, allowing productivity-oriented employees to connect and share information quickly and easily. A robust UC solution may leverage public, private and hybrid cloud technologies, and both public and private IP capabilities to link the organization to partner and customer ecosystems, to branch and campus systems, to the mobile workforce and to the Internet Service Provider (ISP). Architecture As illustrated in Figure 1, Unified Communications architecture typically consists of four key layers. Applications Layer -- encompasses a broad spectrum of enterprise software solutions, including customized applications and applications development systems Session Layer integrates real-time applications bundled natively on a robust UC server platform Access Layer supports comprehensive connectivity to provide continuity and Total Cost of Ownership (TCO) savings Management Layer contains management applications, access controls, policy, and fault-management, configuration, accounting, performance, and security (FCAPS) Any reliable Unified Communications solution will incorporate best-in-class security. Network attack protection should include topology hiding, Denial of Service (DoS) and Distributed Denial of Service (DDoS) protection, malformed packet protection, rogue RTP protection, and dynamic blacklisting. Fraud protection ought to include signaling and media validation, a SIP/H.323 firewall, media pinhole management, and rolebased user management. The solution should include strong admission controls, such as registration throttling, ingress and egress call admission control, RADIUS authentication and authorization, and blacklist/ whitelist based access controls. Privacy controls must be present, including TLS encryption, IPSec security, and VLAN tagging. Figure 1 Layers of an enterprise UC architecture. 5

UC should support secure and scalable instant messaging, socially federated instant messaging, presence interworking, and web collaboration, conferencing and video calling. It should provide network-wide private dialing, single-number and capabilities that allow users to move active calls between fixed and mobile networks (call grabber). The solution should integrate smoothly with Microsoft Outlook, IBM Same- Time/Lotus Notes, CRM applications and other productivity systems, and provide clean interworking to legacy PBX systems, TDM Centrex, hosted VoIP and mobile communications systems. While linking devices, networks, and capabilities, enterpriseclass UC must deliver a consistent and convenient experience for today s modern workforce. Advanced desktop clients are available to support personalized workplace communications, including enhanced voice, socially Federated IM, live video and collaborative features. Web-based end-user portals allow easy and secure personalization of enterprise communications. A multimedia client can be used to integrate voice, IM and presence capabilities for Microsoft Office, as well as for Lotus Notes/IBM SameTime. Audio and video conferencing capabilities can include both scheduled and reservationless meetings, recurring conferences, and single-click instant conferences. Online meeting tools support presentations, speaker videos, instant feedback, voting and other collaborative web activities. enterprise-class Unified Communications solution will incorporate mobile phone presence, calling, and clients whether they be web-based, computer-based and mobile-based for end users to access based upon preference. Access and Trunking Legacy PBX interworking capabilities have to seamlessly interconnect on-premise phone systems. PBX interworking should incorporate converged voice and data on simplified billing reports, cost-efficient extension dialing between locations, and the ability to integrate multiple offices and PBX groups into a single group. PBX connection options should include integrated SIP access via a device or gateway, or via direct connection through a SIP-enabled PBX. When evaluating SIP PBX trunking features, look for a solution that truly covers the bases, including emergency calling, incoming/outgoing/tandem calls, 3-7 digit extension calling, and caller ID by name or number. Call handling features should include hold and resume, forwarding for all, no answers and busy signals, and both blind and supervised call transfers. Voice path short circuiting ensures anti-tromboning of calls. Other enterprise-class trunking features would include centralized voicemail and conferencing, out-of-service forwarding by trunk or user, support for metered calls and call bursting, and an end user web portal to setup and manage incoming call screening. Business Requirements When evaluating potential UC solutions, large organizations may also want to focus on the availability of more advanced business features. Most large organizations expect anywhere, anytime, any device access to communications and applications. IT managers want robust administration to simplify adds, moves and changes. At the user level, powerful voice service is a given, and should be supplemented by a full range of advanced capabilities. Those can include find-me/follow-me, attendant console and executive/admin features. Call center and hunt group functions, presence and instant messaging, and full audio/video conferencing and collaboration capabilities should also be included. Finally, an Enterprises of all kinds are making full use of current video technologies. Voice and video software integrated into an advanced Unified Communications solution allows workers to communicate with customers, colleagues and others via their desktop or laptop computers, or even their mobile smartphones. When well used, video conferencing can improve the productivity of remote and mobile employees. Unified conferencing provides accessibility and flexibility for many enterprise communications situations. A robust Unified Communications solution will support full collaboration and sharing, video conferencing, ad hoc conferencing and mobile integration. A well-integrated solution allows mobile workers to easily switch active calls between their office, mobile or home 6

telephones. By simply dialing a code or special telephone number, users can transfer calls from one device to another. This capability works with any mobile phone, and can be deployed with a single call-grabber number for all enterprise subscribers. Integration Close integration with Microsoft Outlook allows the seamless interworking of voice messaging and conferencing all from the Microsoft Office toolbar. Employees can launch conference calls using grouped Outlook contacts, and smart tags to set up single-click calls, instant messaging or sharing activities. Given the mix and complexity of devices and clients in a typical enterprise communications environment, any unified solution should provide broad and reliable support. A system must interoperate smoothly with major device vendors, including support for emerging converged devices. The best Unified Communications solutions employ an automatic plug-and-play default profile based on most-common functionality to connect and support the widest possible range of devices. Device and client support need to provide enhanced end user choice and satisfaction, and a consistent enterprise communications experience. How GENBAND Can Help GENBAND can assist large organizations in the evaluation, deployment and operation of an enterprise-class Unified Communications solution. GENBAND delivers cloud-based UC solutions to demanding companies, organizations, and telecom service providers the world over. For enterprises, those UC solutions can incorporate unified business communications, managed PBX and IP Centrex transformation, and Fixed-Mobile Convergence solutions tuned specifically to meet the needs of large enterprises. Large enterprises can use the GENBAND Unified Communications solution to link disparate voice networks into a single platform for dial plan consistency, and least-cost on-network and off-network routing. This approach can be used to support global PSTN interconnect, with feature transparency and full regulatory compliance. GENBAND solutions incorporate robust security, mediation and SLA management capabilities. By implementing a single, scalable Unified Communications platform for voice services, ongoing PBX maintenance routines can be reduced from months to days. New business and communications applications can be delivered universally through a single point of integration. Should a catastrophic outage occur, the GENBAND large enterprise solution maintains active calls through a geographically redundant architecture. Local area survivability and trunk access gateways maintain service in the event of network failure, and offer PSTN interconnect for nationwide and multi-national enterprise requirements. The large enterprise solution allows organizations to harmonize Unified Communications, with massively scalable platforms that deliver carrier-grade performance in reliability for enterprise voice and multimedia services. The GENBAND UC solution is open and customizable, and supported by extensive toolsets and APIs, and an active and growing developer community. It is easy to customize, and integrates smoothly with enterprise IT systems and marketleading business productivity applications. GENBAND backs this UC solution with exceptional design, deployment and support services. A Unique Unified Communications Platform GENBAND s Unified Communications solution is powered by the A2 Communications Application Server. This marketproven platform combines a rich VoIP business service set with advanced multimedia services and includes desktop and mobile full-featured unified communications clients. Enterprises can benefit from their existing rich set of voice services, while adding advanced IP-based services, including Fixed Mobile Convergence, presence, instant messaging, voicemail, conferencing and web collaboration, file sharing, and federated and secure instant messaging. GENBAND also offers Unified Communications integration with Microsoft OCS/Lync and IBM Lotus Notes/SameTime. 7

Broad Experience GENBAND has extensive experience in delivering businessclass hosted line solutions around the world. This solution is ideally suited for delivering voice to new business campuses, Unified Communications to mobile networks, and for migrating from legacy PBX or IP Centrex installations to next-generation IP-based infrastructures. GENBAND is a proven leader in enterprise communications. Our global footprint includes an installed base of over 20,000 switches and networking products, including over 240 million in-service IP ports and 15 million SIP lines. To support enterprise communications, GENBAND also offers: GENVelocity. A marketing assistance program designed to help organizations rapidly expand service capabilities and deploy new IP-based solutions. Large enterprises can deploy these Unified Communications services much faster by leveraging GENBAND s professionally produced materials, training and tools. GENVelocity can help to provide the necessary expertise and tools to quickly roll out telecommunications solutions that will reduce corporate communications costs, increase employee productivity and unify employees across offices. GENFuzion. The GENFuzion Developer Community is a world class ecosystem designed with one thing in mind to meet and exceed the needs of GENBAND customers worldwide by creating and nurturing relationships with IT developers at the edge of innovation. To expand the design and deployment of applications powered by the GENBAND A2 Unified Communications platform, the GENFuzion program encourages a robust ecosystem, free and open APIs, collaborative testing and a coordinated application development environment. Figure 2 GENBAND addresses the full range of enterprise communications requirements Our product portfolio includes the world s Number One IP switching and media gateway, and the Number Two application server in the telco/cable market. We are known for market-leading design, components and software. GEN- BAND also maintains 50 operational locations worldwide, from which an experienced and innovative employee base supports customers in 80 countries worldwide. Mixed TDM/SIP features allows large organizations to migrate all existing TDM features to next-generation environments, and allow mixed legacy and SIP endpoints in a single business group. This end-to-end solution includes an enterprise-grade Reference Architecture that incorporates application servers, routers, gateways and IP terminals, and provisioning and self-help portals. GENApps. GENApps is a virtual showcase which highlights leading applications for both business and consumer deployments all powered by the A2 Communications Application Server. These revenue-generating applications are created by GENBAND as well as third party developers and can address security, mobility integration, notifications/alerts, CRM integration, scheduling, and many vertical market specific applications. Conclusion As large companies and other organizations struggle to meet the challenges of a tough economy, accelerated competitive and technology changes, and to realize the opportunities of a more mobile and collaborative value-chain Unified Communications is emerging as a logical enterprise objective. Many corporations can meet their primary goal of reducing costs through a basic implementation of IP-based communications. To accelerate productivity and to improve business processes, those large organizations can then deploy more 8

advanced UC technologies. Today, aggressive companies seek enterprise-class UC solutions that deliver speed, open and standardized connectivity, proven security, and ease of deployment. As we have seen, a modern UC platform incorporates a stable architectural foundation and end-to-end enterprise communications solutions. It should include powerful integration with mobile and productivity systems. And it must be supported by world-class applications, a healthy developer ecosystem, and quality service and technical support. By better understanding the requirements and capabilities of an enterprise-grade solution, business leaders can move their organizations toward the collaborative, productive and costefficient benefits of Unified Communications. GENBAND stands ready at any point in that journey to help organizations realize the promise of enterprise UC. About GENBAND GENBAND is a global leader of IP infrastructure solutions, enabling enterprise, service and content providers around the world to evolve communications networks through IP innovation. The Company offers market-leading Switching, Applications, Networking and Service solutions, with products deployed in over 600 customer networks spanning more than 80 countries. GENBAND is headquartered in Frisco, Texas, and has vast resources in R&D, sales and support spanning more than 50 countries. To learn more, visit us on the web at www.genband.com. GENBAND, the GENBAND logo and icon are trademarks of GENBAND. 9