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Understanding and Applying Unified Communications
- 1. plantemoran.com Understanding & Applying Unified Communications
- 2. Confusion in the Market “UC” means different Integrated VM things Chat applications Many products with File sharing “Unified” in the name IP communications “UC” is often sold as a Webinar “thing” you buy Teleconferencing Speech recognition Business process integration
- 3. Today’s Discussion Define UC Identify major UC applications (“tools”) 3 primary ways UC can be purchased / rolled out
- 5. What is Unified “Communications?” “Unified Communications is the integration of communication functions into business processes” Editor – CIO Magazine “Communications integrated to optimize business processes” www.ucstrategies.com “Technology that connects communication and collaboration applications on a common platform” Forrester Research
- 7. Three Stages of Unification U-Infrastructure U-Applications U-Processes IP Telephony Conferencing Attendance Mobility notification Presence/IM Embedded Communications Third Party Call Control
- 8. The UC Continuum At its lowest level, UC serves to join multiple types of communications to: Consolidate infrastructure
- 9. Separate Networks Phone Network Data Network
- 10. Combined Networks Data and Voice
- 11. Implications Lowest levels of UC is an IT project focused on voice and data infrastructure Consolidate Merge Collapse Voice/Data Cabling Voice and data staff Voice onto the LAN Vendors Voice onto the data WAN Better potential voice integration via IP and SIP
- 12. The UC Continuum At a moderate level, UC serves to join communication applications to: Enhance Personal Productivity Enhance Workgroup Productivity Jessica Young
- 13. Implications Moderate levels of UC is typically focused on deploying user productivity tools: Presence IM/Chat Unified Messaging (voice/email/fax) Click to call / Click to conference Find Me / Follow me Conferencing (Meet Me audio bridge, video and web conferencing)
- 14. The UC Continuum At its highest level, UC incorporates functionality to: Build communication methods directly into business processes Communications Enabled Business Processes (CEBP)
- 15. Implications High levels of UC are often concerned with integrating some form of communications input/output in response to a business process This require deep knowledge of: The enterprise business Who is communicating with who How they are communicating What are the critical paths
- 16. Implications At the highest levels, vendors are not in a good position to address this UC functionality They lack access to the customer organization They lack compensation for their time to figure this out This is where internal expertise or outside assistance is required Customization may be required
- 17. The UC Continuum Thus, all the confusion… Vendors/Media often over simplify UC as a “thing you buy” rather than a set of tools to be figured out and applied to optimize business communications Vendors/Media often present IP telephony, Unified Messaging, and Unified Communications as synonymous Vendors/Media often imply that UC capabilities are contingent upon implementing IP telephony
- 18. The UC Continuum Thus, all the confusion… Vendor’s naming conventions often build “Unified” into their product names Multiple vendors / New vendors to buy from Many vendors are still learning and evolving
- 19. What is Driving UC?
- 21. What is driving UC? As telephone systems come up for replacement, UC capabilities are the newest feature sets to be considered Available Features? Needed Features Presence Click to Conference Presence Web Conferencing IM IM Click to Call Video Conferencing Click to Call Federation Search Directory Search Directory Kitchen Sink Tag
- 22. What is driving UC? Organizations are trying to figure out How to solve communication problems Bottlenecks Difficulty reaching the right person quickly How to optimize business processes Single Number Reach Speed up communication flows Better collaboration
- 23. UC Toolsets
- 24. Main Categories of UC Toolsets Contact Management Messaging & Directory Services Conferencing & Mobility & Remote Collaboration Office
- 25. UC Toolsets Presence IM/Chat Click to Call Enterprise Phonebook Enterprise dialing Contact Management & Directory Services Call routing/Screening rules Single User Identity Email, phone, cell
- 26. UC Toolsets Presence Real time status – who is on-line and available? The “dial tone” of the future Today: Presence focused within the enterprise and ability to have an IM session Tomorrow: Presence servers gathering information from various sources/platforms from in/out of the enterprise (requires federation) Basic Presence: On-line, level of activity Rich Presence: Location, type of device being used, its OS, local time, outside-of-enterprise
- 27. UC Toolsets Instant Messaging Enterprise-grade/Enterprise-wide Instant Messaging Security and Privacy Quick exchanges Multi-tasking / Ability to reach those that are “busy”
- 28. UC Toolsets Third-Party Call Control Activation of telephone features by point/click Click to Call Click to Conference The office telephone becomes a “handset”
- 29. UC Toolsets Synchronized Directory Single user identity to tie together Email address Office telephone number Mobile telephone number
- 30. UC Toolsets Integrated audio conferencing Integrated web conferencing Integrated video conferencing Conferencing & Collaboration
- 31. UC Toolsets Conferencing & Collaboration Tools Audio conferencing (including call in “bridge” service) Video conferencing Web conferencing Collaborative capabilities Shared workspaces “White boarding” File / Document sharing Enterprise-wide Instant Messaging
- 32. UC Toolsets Unified Messaging Live reply/call return of VM messages Messaging
- 33. UC Toolsets Unified Messaging One in-box for email, voice mail – even fax Unified message notification for all message types Ability to access any messages from any device Ability to forward voice mail messages as email attachments Ability to work with voice mail messages from PC
- 34. UC Toolsets Advanced Call & Message Management Desktop call screening (rules for screening inbound calls) Find Me/Follow Me Live Reply/Call Return of a VM message
- 35. UC Toolsets Single number service Voice commands Seamlessly swap calls from cell to desk phone (and vice versa) Mobility & Remote Soft phone VPN to corporate Office network
- 36. UC Toolsets Mobility Tools Single Number Service Office Number routes to “hidden” cell number Voice mail messages pulled back to enterprise VM server Outbound calls from cell show Office Number CLID Voice commands
- 37. UC Toolsets Speech Access & Personal Assistant Voice Recognition / Natural Speech commands Speech commands to control “personal assistants” Access inbox Access calendar Access directory / contacts Set up outbound dialing
- 38. UC Toolsets Remote Telephony Access Soft Phone (Laptop/PC with headset/microphone) VPN over Broadband Internet Connection Remote workers can receive calls to their business number Remote workers can place calls over the corporate trunks
- 39. UC Toolsets What appears to be readily adopted? Instant Messaging Presence Click to Call Search Directory
- 40. UC Toolsets Presence IM Click to Call Search Directory Tag Click to Conference Web Conferencing Video Conferencing Federation 0% 20% 40% 60% 80% 100% Blair Pleasant and Nancy Jamison – June 2008
- 41. UC in Action
- 42. Communication Grid High Phone Intrusion IM Email Low Immediate Delayed Time
- 43. Process Optimizations Speed up the process of reaching someone Speed up and simplify the process of joining multiple parties Simplify and enhance the process of collaborating with disparate parties Enhance the ability of mobile users to be reached and function with the tools available within their office Set up triggers to automatically provide notification at a critical point
- 44. Contact Management Presence shows who is available IM allows for instant access even if they are engaged in another task One-Number / Find Me-Follow Me allows the system to manage multiple venues – relieving the caller from trying different numbers Directory Dialing and Click to Call simplifies the process of identifying and contacting someone
- 45. Mobility One-Number / Find Me-Follow Me allows the system to work through multiple venues – not the caller Unified Messaging allows voice mail, email, and fax to available through a single interface (Smartphone user) Text-to-Speech allows access to email from standard cell phones Natural Speech allows for easier interaction
- 46. Collaboration Audio conferencing (“Meet Me”) Video Conferencing (PC to PC up to telepresence) Web Conferencing Rapid virtual meetings Share documents and files Calendar and project timeline Presence
- 47. Communications-Enabled Portal Integrate Presence/IM with operating system software Software identifies an event where assistance is required Software identified individuals that could assist IM/Chat window is opened to communicate with selected individuals Click to Call can be selected
- 48. 3 Ways to UC
- 49. 3 Ways to UC Telecom solutions Desktop solutions Application solutions
- 50. 3 Ways to UC UC via Telecom Provider solutions Avaya (Nortel) Cisco Siemens Mitel NEC
- 51. 3 Ways to UC UC via Desktop Provider solutions Microsoft IBM Webex Google
- 52. 3 Ways to UC UC via Application Provider solutions SAP Salesforce
- 53. Ted Mallires Plante & Moran 248.223.3340 [email protected]