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Building a Unified Communications and Collaboration Roadmap
Robin Gareiss,Executive Vice President & Founder [email protected]@nemertes
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©Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN25692
AgendaIntroductions and OverviewWhat is a Roadmap?Unified Communications ArchitectureKey Roadmap Components:
VoiceVideoIM/presenceConferencing (audio/web/video)Social computingMobilitySupporting services (directory, network, security)Management and operations
Business CasesConclusion and RecommendationsAdditional Nemertes Resources
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Introductions and Overview
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About NemertesUS-based research and consulting firm specializing in evaluating the business impact of emerging technologies.
The only research firm that consistently benchmarks 200+ IT organizationsStaffed by former IT and business practitioners, each with 20+ years experienceOrganized to deliver customized research findings to clients in real-timeIndependent and objective: We serve only our clients. We take no outside investment and do not own stock in, or serve on the boards of, companies that we cover.Founded in 2002 and consistently profitable
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Network, Communication and
Services
Unified Communications,
Contact Centers and Social Business
Security and Compliance
Big Data, Analytics, and Virtualization
Mobile Devices and Services IT Transformation Cost Data Analysis Cloud Delivery
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About Our Data
Nemertes Communications and Computing BenchmarkConversations with a total of 200 organizationsIn-depth interviews around key technology areas16 vertical industriesData for 2012-14 planningRange of company sizes
10.6% fewer than 250 employees28.6% 250-2500 employees60.8% 2500+ employees (including very large, with 10,000+ employees)
Roughly half have global operations
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Benchmark Process
Write reports, deliver client presentationsWrite reports, deliver client presentations
Determine hypotheses results; weave in qualitative dataDetermine hypotheses results; weave in qualitative data
Analyze data; conduct correlation analysisAnalyze data; conduct correlation analysis
Create baseline charts for preliminary findings Create baseline charts for preliminary findings
Conduct live, detailed interviews with the “Nemertes 200”Conduct live, detailed interviews with the “Nemertes 200”
Craft questions to validate/invalidate hypothesisCraft questions to validate/invalidate hypothesis
Field hypotheses with Nemertes clientsField hypotheses with Nemertes clients
Create research hypothesesCreate research hypotheses
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Benchmark Participants: Size (Revenue)
Small = < $300 millionMidsize = $300.1 million – $1 billionLarge = $1 billion – $10 billionVery Large = > $10 billion
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Defining a “Roadmap”
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Defining a Roadmap
What is a Roadmap?High level list of milestones, goals.Defines targets/goals/approximate timeframesDefines target technologies, dependenciesBecomes “the basis” for a project plan
Roadmap success factorsDefine by area of responsibilityTechnical, business, etc.
Possible roadmap formatsHigh-level visionPreliminary – goals by quarter/yearQuarterly by function
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Telepresence
Sample Chronological Roadmap
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VOIP Pilot
IP Video
VOIP Production
IP Audio Conf
IP Contact Center
Social Computing
Unified Messaging
Planning
Training, Management, Reporting, Security
Corporate Buy-in
Upgrade WAN infrastructure
Web Conf.
36 months24 months 60+ months48 months12 months
CEBP
Pre-deployment benchmarking
Validate Business Case Upgrades
Mobile Extensions
Presence/Unified Dashboards
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Functional Roadmap
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Unified Communications and Collaboration Architecture
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What is Collaboration?
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Collaboration
Voice
Video
MessagingSocial Business
Document sharing
DesktopRoom-basedImmersiveMobileUser-generatedIntegratedB2B
HardphonesSoftphonesMobile PhonesAudio Bridges
EmailInstant MessagingUnified MessagingSMS
BlogsWikisMicroblogsGroupsActivity Streams
Document repositoriesFile sharesSearchWeb conferencing
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Unified Communications Architecture
Voice
EmailVideo
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Audio conferencing
Web conferencing
Instant messaging
Social Media
Unified messaging
IP Contact Center
Desktop video
Security & Management
Enterprise app integration
Mobile integration
Clouddelivery
P r e s e n c e
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Social Computing Architecture
Agenda15 © Nemertes Research 2012 www.nemertes.com 1-888-241-2685 DN2087
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Latest Trends
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Only 18% Have Fully Deployed VOIP
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Agenda
Slight increase in “Limited” (up from
26.5% in 2011)
Large Increase in “Growing Rollout” (up from 31.6% in
2012)
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Third-Party Services Growing
UC Managed/Professional Services2/3 using, evaluating
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Cloud RoadmapsNearly 75% say they’re important to UC buying decisions
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UC-Mobile Integration is Happening
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Social Software Platforms Are Growing
Agenda20 © Nemertes Research 2012 www.nemertes.com 1-888-241-2685 DN2087
2011:• 43% Using now• 37% No Plans
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57% Have an Enterprise Social Platform
Agenda21 © Nemertes Research 2012 www.nemertes.com 1-888-241-2685 DN2087
• 43% SharePoint• 13% Newsgator• 9% Jive• 9% Connections• 4% Yammer• 4% Quad• 18% other/multiple
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Social Media Growing, But Long Way to Go
Social budgets on the rise; median increase 10%
18% have dedicated social team
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But Social Success is Low
Agenda23 © Nemertes Research 2012 www.nemertes.com 1-888-241-2685 DN2087
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Reality Check
The more ways we have to collaborate, the more confusing things have become
Most people still use e-mail first and foremostSocial tools exploding, but largely in silosUC deployments ever increasing, but integration remains a challengeMobility is emerging as a key requirement
So what’s the problem?Collaboration tools should support the users, not the other way aroundSuccess = use, not deployment
Our goal:Create a collaboration architecture that is seamless, integrated, and usable via a variety of access methods (Web, mobile, desktop)KISS principle should always apply
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Key UC&C Challenges
Organizational challenges
What’s the right organization?Where do we begin?How do we build the business case?
Technological challengesDirectoryIntegrationManagementNetworkMobilitySecurity/Compliance
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Organizational ChallengesSiloes
MessagingVoiceContact CenterVideoSocialDesktopServer/Data centerSecurity / compliance
Disjointed deployments“Business unit “A” is deploying Jive while another business unit is using Yammer”“We had to scrap our desktop voice/video project after finding out the desktop team was deploying thin clients”
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Productivity Enhancements & Business Case
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Determined a Business Benefit for UC?
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2010 201171% growth
Quantify UC benefits
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What Matters?
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Improved Collaboration Driving Social
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Nemertes Case Study: Global Organization
Based on survey responses of individual employees—all business units.
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Nemertes Case Study: What Really MattersExtremely Important
5.6%
9.3%
9.8%
33.7%
40.4%
41.6%
51.1%
71.6%
87.2%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
Room Based Video
Desktop Video
Social Networking
Instant Messaging
Voicemail
Web Conferencing
Audio Conferencing
Phone
Based on survey responses of individual employees—all business units.
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Despite relatively low “extremely important” rating, CEO funded corporate-wide
social project
Despite relatively low “extremely important” rating, CEO funded corporate-wide
social project
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UC Success by Success Factors
Overall Mean: 3.38
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34
Key RecommendationsTen Steps to UC&C Business Case Success
1. Look for transactions involving human – to – human interaction2. Conduct pilots, model before / after results3. Look for ways to apply UC to reduce operational costs (travel
reductions, long distance savings, virtual worker support)4. Consider all costs in your business case (operation, capital,
licensing, training, etc.)5. Don’t rely on “soft” metrics – “Improved productivity is not
tangible!”6. Work your vendors & partners to understand specific vertical
opportunities7. Evaluate options to deliver new services (remote experts,
telemedicine, etc.8. Evaluate customer support metrics – first call resolution, average
way times9. Evaluate sales metrics – increased revenues10. Evaluate project life cycle metrics – shorter time to market
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UC&C Roadmap: Overall Themes
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Where We Are, Where We’re GoingThe next several sections provide guidance for developing a roadmap covering each UC&C technology area.But, use this in context……
Already have a Microsoft CAL?Already investing in IBM?Already have Cisco voice, Jabber, and telepresence?
Success comes from building from the user backwardsYour ultimate goal – a seamless user experience that minimizes complexity
And remember mobileMobile solutions should demonstrate same look and feel
As vendors cross into each others areas, best of breed is often trumped by “easiest integration,” “who’s my strategic vendor,” and “who’s my trusted advisor?”
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UC&C Roadmap: Voice
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UCC Roadmap: Voice
Key Decision Areas:Hosted or on-premises?Who’s the right vendor?Dedicated servers or virtualized?Softphone or desktop phones?How to support analog?SIP trunking?How to support voice messaging?
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Choices, Choices, Choices
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Type of Company
Examples Strengths Weaknesses
Traditional VOIP
Aastra, Avaya, ALU, Cisco, Mitel, NEC, Siemens etc.
Credibility, established channels, breadth
Often hardware-centric, perceived expense
Emerging VOIP Challengers
ShoreTel, Microsoft, Digium, eZuce, Teo, Vertical, Zultys, etc.
Innovative technology and offerings
Scale, scope, reach, channels
Carriers ATT, BT, CenturyLink, VzBz, etc.
Market presence, scale, reach, Cisco cloud UC
Credibility (“IP Centrex”), coverage
Hosted VOIP/UC Challengers
Cbeyond, Cypress, M5/ShoreTel, Smoothstone, Alteva, PanTerra, Fonality
Focus, agility Scale, scope, reach, channels
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Lync as a PBX Plans More than Double
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4.9% Planning for Lync telephony in 2011
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New Telephony System: When?
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Cloud IPT Use/Plans
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What’s Driving Interest in Hosted UC?
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Only 32% With No Plans to Virtualize UC Apps
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UC Applications: Softphones
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Still primarily a complement to
desktop phones, but that is changing
Prerequisite for success: OS that can prioritize voice, high
quality headset
Can you troubleshoot voice
quality issues?
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What About Analog?
Fax machines, alarm systems, sensors and industry-specific equipment still require analog connectionsHow best to support over IP?
T.38 for fax?Analog to IP conversions/gateways?Impact on SIP trunking?
Some may never move to IP
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Only 23% With No SIP Trunking Plans
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2011:• 31% No Plans• 40%
Using/Planning to Deploy
• 30% Evaluating
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Key SIP Trunking Considerations
Less about costs, more about flexibility, resiliency, new services
Flattening growth as cost becomes less of a driver than resiliency/flexibilityConsolidation drives ROILingering challenges related to support, pricing methods, interoperabilitySession border control typically a requirement for success
Owned SBC correlates with higher overall SIP trunking successSBC certification / support challenges remain
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Don’t Forget UM
Key questions:User interface (keep old or evolve to new?)Where to store messages (mail server, dedicated store?)Archiving/retention/forwarding/destruction restrictions?Fax integration?
New services/featuresText to speechSpeech to textVideo messagingVoice controls (“play it again Sam….”)
Need to balance new features with impact to existing users.
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Compliance Concerns Affect UC Deployments?
Limiting:We don’t want our instant messages stored!
PromotingWe need to store our instant messages!
Check with your legal department, or your lawyers
FRCP – Federal Rules of Civil Procedure for Electronically Stored Information
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Voice Roadmap Checklist
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Area Choices Selection
Hosted or On-Premise
SaaS, Hosted, On-Premise
Vendor Incumbent, Alternative?Virtualized? Server, Desktop, None
Softphones None, Complement, Replacement
Analog Gateways/ATAs, Encapsulation
SIP Trunking Centralized, Decentralized, None, Limited
Voice messaging Unified, separate? Single platform, multiplatform?
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UC&C Roadmap: Video
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UCC Roadmap: Video
Key Decision Areas:DesktopIntegrationExtranetRecording/streamingMobile video
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72.2% With Less Than 2% Desktop Video Deployment
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For all the hype,
desktop video
deployments lag
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71% Integrating or Planning Desktop-Room-Telepresence
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2011:• 35% No Plans • 32.7% Using now
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71% Using/Evaluating/Planning B2B Video
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Streaming/User Generated Video
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Video increasingly viewed as a collaboration medium. Think “Enterprise YouTube”
“The first request we had after turning on desktop video was to allow people to record their own videos.”
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Mobile
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iPad poised to be the VC device of the
future?
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Video Roadmap Checklist
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Area Choices Selection
Desktop Stand-alone video chat or desktop integrated with room systems?
Integration Single vendor? Multi-vendor?Extranet Roll-your-own vs. Managed?
Role of SaaS providers?Streaming/User Generated
Allow? Storage rules? Record meetings?
Mobile Company provided clients? Federate with public services?
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UC&C Roadmap: IM/Presence
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UCC Roadmap: IM/Presence
Key Decision Areas:Vendor selectionCloud federationExtranetMobile
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71% Using/Planning/Evaluating Lync
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• 56% Evaluating/deploying/planning to deploy in 2011
• 1.1% using in 2011 vs. 12.7% now
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Integration Challenges
Who owns the desktop and how to you integrate back-end services?
RCC call control on Lync Desktop breaks videoPlug-in or federate for call control?
Is Lync a phone or an IM client with Avaya/Cisco plug-ins (etc.)Features vs. simplicity?
How do you manage a multi-vendor solution?What if something breaks?‘I was on the phone and my icon stayed “green”’
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Cisco vs. Microsoft vs. IBMVendor Strengths Weaknesses
Cisco Unified offering across desktop and mobileIntegration with Cisco voiceMindshare among network teamsHybrid/on-prem modelOpen standards / XMPP supportMobile device support
Lack of mindshare among messaging, application groups
Microsoft Dominant market position in messaging (Exchange)
Rapid adoption of SharePointExtensive partner ecosystem (Social, video,
contact center)
Need to integrate with installed voice / video base
IBM Telephony agnosticRobust conferencing, IM offeringsExtensive partners
Losing mindshare/marketshare
IBM shifting focus to social?
Others Avaya, ShoreTel, Siemens, etc. all offering their own IM capabilities within their UC platforms
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What About Google?Google continues to play in the enterprise, but mostly SMB:
Gmail, Instant messaging, desktop video, voice, mobile clientsCollaborative applications (Google Apps, Google+, Hangouts)Search
What our research shows:Nearly half (49.5%) of participants are evaluating, using, or planning to deploy office-as-a service applications. Drivers are primarily cost reduction and secondarily scalabilityMore than half (50.2%) of organizations have significant concerns about Google as a SaaS provider, with concerns including “don’t trust” and “not ready for enterprise”Concerns with Google are highest among companies with global organizations and those with conservative/moderate IT cultures
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Federation
Federation of SaaS and on-premise becoming increasingly viable
XMPP federation to GoogleThird-party gateway services for presence/voice federation to Google and Office 365
Esnatech, Next PlaneFederation between SaaS services as well (8x8 to Salesforce.com, etc.)
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Mobile
Geo location services emerging
Presence based on real-time location monitoringSignificant privacy concerns
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IM/Presence Roadmap Checklist
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Area Choices Selection
Vendor Selection Single vendor? Multi-vendor? Microsoft? Cisco? IBM? Other?
Integration Single vendor? Multi-vendor?Extranet Roll-your-own vs. Managed?
Role of SaaS providers?Mobile Geo location support?
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UC&C Roadmap: Conferencing
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UCC Roadmap: Conferencing
Key Decision Areas:On-Premise / Off-premiseExtranet connectivity
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Cloud Dominated Web Conferencing
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43% Say Video Web Conferencing Changing Desktop Plans
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Conferencing Roadmap Checklist
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Area Choices Selection
Location On or off-premise for audio, video and web conferencing?
Extranet Managed, hosted, or roll-your-own?
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UC&C Roadmap: Social Computing
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UCC Roadmap: Social Computing
Key Decision Areas:Organizational StrategiesApplication IntegrationPublic vs. Private StrategiesGovernanceCompliance
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Why Social Computing?
In a nutshell – better collaboration!Why?
Lack of personal interactionConference calls instead of conferencesTeleworkers lack ability to build inter-personal relationships
Need to improve access to informationWho knows the answer?How to I form communities of interest within my company and access public communities?
Consumer services driving enterprise interestDo you have a Facebook account?
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Key Concerns
Social business joining with UCNeed to build the right organization
88% of enterprise social software budgets held by dedicated groups or groups outside of IT, 8.5% held by marketing, 17.5% by dedicated social team
Need to understand ability to integrate UC and social platforms (and go beyond the firewall)
Traditional ROI measures don’t work92% measure soft-metrics such as usage and network growth to determine success, just 3% cite quantifiable business benefitsBut, 41% require a business case before investing
Think about collaboration and process improvement, across multiple channels, both internal and external
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IntegrationAs social and UC vendors integrate their offerings, or work through partners, evaluate “best of breed” vs. integrated solutionsVendors with integrated offerings:
Cisco WebEx Social (formerly “Quad”) integrating with Cisco voice/videoIBM Connections integrating with Avaya, Polycom voice/videoJive XMPP connectorsMicrosoft SharePoint / Lync / Newsgator (and Yammer?)
Stand-alone social platforms:Atlassian, Igloo, SocialText, Telligent (some offer IM)
Integration broadens accessExample: Search Lync for expertise based on SharePoint profile tags
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Public vs. PrivateOr “How I learned to stop worrying and love Facebook”
Public social policies:Allow everything: encourages innovation but wastes time/resources
How many are playing games?Concern becoming moot with the acceptance of BYO mobile device
Allow on a case-by-case basis: creates administrative challengesBlock everything: Can you still innovate? Are you missing out? Will your employees go around you?
An acceptable use policy is key!Lines will continue to blur (LinkedIn/Notes/Outlook integration)
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We Block Everything!We Block Everything!
Hey! I need that for marketing!
Hey! I need that for marketing!
If they can access it, why can’t I?
If they can access it, why can’t I?
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Block Public Sites
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Public Challenges
So what’s the downside?Concerns about using public services
Where’s my data?Who tracks how my data is used?How do I meet compliance requirements?Where is my data stored?
Unproven business modelsWhat happens if my SaaS provider goes out of business?
What are the network requirements?Web services/SOA requires guaranteed network performanceNeed to bridge public/private networks
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Governance
Fear“Out of control” usersSensitive information on public sitesPrivacy – can I have any anymore?This is just for kidsHow do I ensure compliance/governance?
OpportunityGiving users the power to generate their own content, form their own communities, and freely share information creates opportunityBut, in the confines of governance/compliance/security policiesUsing social computing to facilitate project planning and coordinationUsing social computing as a way to make compliance and security accessible
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Social Networking Compliance Implications
Area Regulations RequirementPrivacy HIPAA, GLBA, PCI,
FERPA,HITECH, State breach notification laws
Prevention of breach of Personally Identifiable (PII) or Protected Health (PHI) Information
Financial Regulations
SEC(17a-3,4), 206(4), FINRA 10-6, 2210, 3010, Comm. Rule 13
Audit and control of all external communications by investment advisors. Explicit requirements for social networking
e-Discovery FRCP (34,37) Discovery of Electronically Stored Information (ESI). Must be “reasonably” accessible. Retention implications for social networking
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Enabling Technologies
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Inside Enterprise Outside Enterprise
Blogs
Internet
Skype
Proxy as a
Service
Web 2.0/IM/P2
P Gateway
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10 Steps to Social Networking Compliance
Step 1 – Take ownershipStep 2 – Establish policyStep 3 – Engage compliance function earlyStep 4 – Formal education programStep 5 – Strong password managementStep 6 – Content monitoring and loggingStep 7 – Education Step 8 – Selective blocking of contentStep 9 – Routine audits and review of logsStep 10 – Regular policy review
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Social Roadmap Checklist
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Area Choices Selection
Organizational Strategies
Siloed, converged?
ApplicationIntegration
XMPP? Native common applications?
Public vs. Private Strategies
No federation? Filtering? Policy enforcement?
Governance / Compliance?
Archiving? Remote data storage?
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UC&C Roadmap: Mobility
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UCC Roadmap: Mobility
Key Decision Areas:Device strategyPhone number strategyNative or third-party clientsVoice channelVideo
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Mobility Budgets Up in 2013
*Mobility budgets include devices, services, MDM/MAM, app dev, support
Overall Change:
16% Increase
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Mean increase of 19.7% for those
reporting an increase.
Mean decrease of 25%for those reporting a
decrease.
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Majority of Companies Support Tablets Now!
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Key Considerations
Device ownershipEmployee or corporate ownership? Liability? Loss?
Device typesOne device or multiple devices?
Phone number ownershipApplication support
One OS or multiple OS and platforms?Carrier contract negotiations
One or multiple carriers?User supportUser profilesAlignment with other corporate groups
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Integration of UC and Mobility
ExamplesAvaya, Cisco, NEC, ShoreTel, CounterPath, mobile UC clients
Find-me-follow-mePresence status updatesInstant messaging
Key challenge:Different clients for mobile UC and mobile social?
SIP and IMS integrationFree calls via SIP trunkingSingle number reach – calls to cell are forwarded by carrier to the company PBX
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UC-Mobile Key Issues
Management:Performance (Especially for BYOD)ProvisioningDevice support
Opportunities:Cost savings (Do I really need desktop phones anymore?)Collaborate anywhereVertical / customer solutions (telemedicine)Better customer service (retail, field)
Key Questions:Are public services all I need (Apple FaceTime, Skype?)What’s the user experience (Hi there, nice nose!)?
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Device Ownership
Technical/operationalStandardization (services, OSs, device platforms, programming tools)Integration with custom applicationsSecurity, including data protection/encryption, authorizationUpgrade/refresh cycles
HR/LegalFLAS (unreimbursed use of employees’ property)Exposure of company IP (California ruling)Asset tracking means employee tracking
CostService costs (bundled versus individually-procured)Application integration Hardware
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MDM Growth Projection: Up, Up, and Away!
21%
46%
56%
84%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
2011 2012 2013 2014
(Projected)
Mobile Device Management Adoption, 2011-2014 Percent of companies using MDM
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Agenda
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Wireless Devices: Who Pays?
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Device Ownership
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Model Issues RecommendationsBring your own device (BYOD)
• Application and device support• Device replacement / upgrades• Security and data protection• Device constraints• Reimbursement?• Phone number ownership• Storage management• UC integration
• MDM• Minimum standards• Address exempt/non-exempt
issues• Understand support
constraints• Develop reimbursement
strategy• Own phone numbers / UC
integrationEmployer-Provided
• Tax• User unhappiness / nerdiness• Slow change
• Address tax / reimbursement requirements
• Broaden device options• UC integration
Hybrid • Consistency• Costs• Application constraints
• Corporate-wide standards• UC integration
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Applications
Mobile application requirementsMobile Enterprise Application Platform (MEAP)Control and support of employee application downloads
Mobile application managementRemote OTA provisioningApplication configuration managementApplication white/black listingSelf-service portalsInternational support
Applications cost model
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Mobility Roadmap Checklist
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Area Choices Selection
Device strategy BYOD, company-provided, Mix, Apple, Android, RIM, Other? Tablets, Smartphones?
Phone Number Employee or Company-owned? Which number is primary?
Native or 3rd party clients
Native client? Multiple clients? SIP client?
Voice channel VoWiFi or 3G/4G only?Video Archiving? Remote data
storage?
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Management and Operations
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UCC Roadmap: Management and Operations
Key Decision Areas:Managed and Professional Services
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Managed Services Drivers
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UC Managed / PS for Management = UC Success
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Partner Selection
Assess Your Requirements
Where do you need help?
•Engineering & Design•Organizational structure•Baseline assessment•Installation•Training•Management
Evaluate Options
Finding the Best Partners
•Existing relationships•Peer referrals•Vendor referrals•Trade-shows & conferences
Type of Partners
Types of Partners
•Vendors•VARs•Systems Integrators•Consultants•Outsourcers•Carriers•MSPs
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Partner Selection Methodology1. Assess needs. Discuss and document requirements with your
team. (This is the single most important step!). 2. Develop selection criteria. Upon what parameters will prospective
partners be assessed (see following slides)?3. Craft RFP. Include descriptions of your current and desired
scenarios. 4. Select “universe” of recipients (see previous slide; may include
VARs, vendors, SIs, consultants, etc).5. Issue RFP.6. Assess responses according to selection criteria.7. Define “shortlist” of prospective partners based on selection
criteria.8. Meet individually with “shortlist” for details.9. Craft terms and conditions (including SLAs, escalation,
subcontracting, security policies).
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Managed Services Roadmap Checklist
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Area Choices Selection
Managed Services Tier 1, 2, 3, or fully managed? Same approach in all locations? Vendor or Partner?
Professional Services
Requirements, architecture, roadmap, vendor selection, design, implementation?
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Conclusion and Recommendations
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Key RecommendationsDefine Architecture
Create a collaboration planning functionIncorporating UC, document management, security, compliance, AND social computing
Define an enterprise social computing strategy – what applications are coveredWhat’s the public/private boundary?Should the architecture define interoperability or address all applications?
Mobility, Mobility, Mobility (Did I mention mobility?)Define roles for users (what tools for different user communities?)Define organizational structure
Service owners, service deliveryHow to support tools that span multiple servicesIs the service model we use today still appropriate?
Define use cases & opportunities for business application developmentExtensibility capabilitiesIdentity management
Define governance/compliance requirementsEvaluate tools/policies for enforcement
Define operations and management structureIncluding training plans
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Consider Alternative Scenarios
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Scenario 1:Best of Breed
Scenario2:Microsoft
Scenario 3:Microsoft-Cisco Mix
Scenario 4: Cisco
Email Microsoft Exchange 2010 Microsoft Exchange 2010 Microsoft Exchange 2010 Cisco WebEx MailUnified Messaging AVST CallXpress Microsoft Exchange 2010 Cisco Unity UM Cisco Unity UM
Unified Communications Microsoft OCS 2010 Microsoft OCS 2010 Microsoft OCS 2010 Cisco WebEx Connect
IP Telephony Avaya Aura Microsoft OCS 2010Cisco Unified Communications Manager
Cisco Unified Communications Manager
Audio ConferencingIntercall (service); Avaya Aura (up to 48 participants) Microsoft OCS LiveMeeting Cisco WebEx & UCM Cisco WebEx
Web Conferencing* Microsoft OCS Live Meeting Microsoft Live Meeting Cisco WebEx Cisco WebEx
Video Conferencing Polycom (room & desktop)Polycom (room) & Microsoft (desktop)
Cisco/Tandberg (room & desktop) Cisco/Tandberg
Social ComputingMicrosoft Sharepoint with Newsgator
Microsoft Sharepoint with Newsgator
Microsoft Sharepoint with Newsgator
Cisco Enterprise Collaboration Server, Cisco See & Share, Cisco Pulse
Document Sharing & Management
Microsoft Sharepoint, EMC Documentum, Adobe Creative Suite
Microsoft Sharepoint, EMC Documentum, Adobe Creative Suite
Microsoft Sharepoint, EMC Documentum, Adobe Creative Suite
Cisco ECS, EMC Documentum, Adobe Creative Suite
Enterprise Search Endeca Microsoft FAST Search Microsoft FAST Search Endeca
Desktop ProductivityMicrosoft Office 2010 / Office Web Apps
Microsoft Office 2010 / Office Web Apps
Microsoft Office 2010 / Office Web Apps
Microsoft Office 2010 / Office Web Apps
* Specific customer requirement for Pearson Canada: Adobe Connect. Not required company-wide
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Example Roadmap2010 2011 2012 2013
EmailRFP and Vendor Selection, Develop Transition Strategy Deployment & Training
Complete Deployment & Training
Unified Messaging Continue AVST Migration Continue AVST MigrationComplete AVST Implementation & Integration
Unified CommunicationsRFP and Vendor Selection, Begin Pilots
Broader Roll-Out & IPT, Email Integration Complete Roll-Out
IP TelephonyRFP and Vendor Selection, Begin Transition
Growing Deployment, UC Integration Growing Deployment Complete Deployment
Audio ConferencingRFP with IPT & Web Conferencing; selection Begin Transition Growing Deployment Complete Deployment
Web Conferencing* RFP and Vendor SelectionConsolidate Existing Vendors; Deplyment Complete Deployment
Video Conferencing Continued Polycom Rollout
Continued Expansion, Add External Connectivity; Evaluate Desktop Strategy
Continued Expansion; Act on Desktop Strategy Continued Expansion
Social Computing
RFP and SharePoint Integration Strategy, Conduct Pilots
Growing Deployment, External Linkages Growing Deployment
Document Sharing & Management
RFP and Vendor Selection, Begin Transition
Growing Deployment, Integration Growing Deployment Refresh
Enterprise SearchRFP and Vendor Selection, Begin Transition Deployment
Desktop ProductivityContinue Office 2007 Implementation
Office 2010/Office Live Migration
Office 2010/Office Live Migration
Office 2010/Office Live Migration
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Cast a Wide Net
Evaluate vendors across a wide range of product areasAgain, pay special attention to partnerships, ability to integrateUnderstand this is a rapidly changing market, new entrants, acquisitions, competition and cooperationPay attention to financials!Keep abreast of the Cisco-Microsoft-IBM-and now Google dynamicWatch out for rapid development of the SaaS market, new options for cloud-based services rapidly emerging
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What Else?
Other items that ought to be part of your roadmap:IPv6 – it’s coming (no, really it is this time!)WebRTC (or rtc-web)
Building voice/video processing directly into the browserLots of opportunity for customer service applications
WiFi evolutionMore VoWiFi, video over WiFi, new end-point registration options
Impact of LTEA new VoIP channel?
Impact of Skype (especially Cisco’s legal challenges)E-911 / NG 9-1-1
Especially for softphone/mobile phone users
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Additional Nemertes Resources
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Additional ResourcesConsulting:
Requirements gathering and analysisCurrent state assessmentArchitecture, strategy and road-map developmentRFI/RFP development, process management, and evaluationOn-going expert advise
Recent research2012-13 Communications and Computing benchmark
Specific reports on social computing, UC, VOIP, Video, SIP, application management, organizational strategies
Complimentary monthly webinarshttp://www.nemertes.comTwitter: @nemertes
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Thank you!Questions?
[email protected]@nemertes