Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via e-mail: vendor.relations@gartner.com. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Gartner’s Perspective on Collaboration

Steve Blood

The Role of “Collaboration” in an Enterprise

• Improve communication- Asynchronous moving to synchronous

• Coordinate project-related activities- Goal-centered, soft process management

• Empower communities of experts and interested parties- Groups of people with a "natural" affinity or inclination

that binds them together

• Facilitate social interaction - Enable team members to share personal information

Key Issues

• What trends are influencing enterprises' vision for collaboration (and communications)?

• How are vendors addressing the UCC approach. What are their strengths and weaknesses?

• How can enterprises develop a strategy to adopt UCC effectively?

Generational Changes in Collaboration

Generation 4Generation 4

Generation 3Generation 3

Generation 2Generation 2

Generation 1Generation 1Communicate(Asynchronously)

Share

Network

• E-Mail• Calendar• Group scheduling

• Discussion forums• Audioconferencing• Videoconferencing

• Teamware• Instant messaging• Presence• Mobile/wireless

• Web conferencing• P2P• Webcasting

• Blogs and wikis• Social network analysis• Social applications

• Expertise location• Syndication (RSS)• Ad hoc workflow

• Collaborative, real-time authoring • Universal dashboard integrates tools• Data portability apps, vendors, services• Integrated mobility, context aware• Social analytics

Aggregate

Heterogeneous

Universal queue

Cloud & premises

Built-in

Aware

Interenterprise

Mashup, user driven

More real time

The Evolution of Generation 4 CollaborationGeneration 1,2,3 Generation 4

User Access

Mobility

User Context

Scope

Extensibility

Client

Single stack

App by app

On-premises

Bolt-on

Unaware

Enterprise only

Developer driven

Mostly asynchronous

Vendors

Provisioning

Video Helps Improve Social Interaction

Source: Cisco

Consumer VideoContent (YouTube)

Enablers• Easy

• Free

Is video finally ready to move from "next big thing" to "current big thing"?

Is video finally ready to move from "next big thing" to "current big thing"?

Consumer Enterprise

Video Content ManagementEnablers• User Demand

Inhibitors• Network capacity

• Cost

"UC""UC"

UCC: Junction of Two Markets to Support Real Time Collaboration

Communications Collaboration

E-mail

Unified messaging

Web conferencing

Instant messaging

Presence

Team workspaces

Wikis

Blogs

Social software

Other collaboration tools

Telephony

Voice mail

Audioconferencing

Wireless e-mail

Videoconferencing

Call Center

• UCC is evolving toward a composite market in which UC joins the collaboration market

• Some technologies remain distinctly in the realm of communications (for example, voice infrastructure, call centers and so on) while others remain distinctly collaboration (for instance, team work spaces and social software)

• By 2013, the UCC market will be well-established, removing these distinctions

• Mobile is everywhere

Directory

"UCC"

Key Issues

• What trends are influencing enterprises' vision for collaboration (and communications)?

• How are vendors addressing the UCC approach. What are their strengths and weaknesses?

• How can enterprises develop a strategy to adopt UCC effectively?

Enterprise Collaboration Applications

• E-mail is the anchor

• Collaboration attach rate high

• IM presents voice on-ramp

• Hosted and premises

• Understanding the client side

• Inclusion of social software

• The ability to deliver voice

• The ability to deliver hosted

• Hybrid models

• Partner development

Strengths What to watch for…

Core collaboration vendors have the inside track on UCC penetration but voice is extremely challenging.

Core Competencies

E-mailInstant messaging

Web conferencing

Calendaring

Shared workspaces

Social software

Enterprise Communications Application

• Voice is critical and ubiquitous.

• LANs are critical and ubiquitous.

• Premise wireless Wi-Fi is common.

• Difficult to change installed base.

• Highly demanding real-timeapplications.

• Shift to software architecture.

• Unified Communications & virtualized software.

• Premises cloud and local survivable modules.

• Survivable branches

StrengthsWhat to watch for…

Communications vendors have global products and channels, are highly reliable, have strong services,and are the trusted and accepted way to

do real time business.

Core Competencies

VoiceInstant messaging

Real-time conferencing

Telephony

Video

Social software

Microsoft, Cisco, IBM: Pushing Markets Together

• Positions Sametime IM/presence platform at center of UCC strategy

• Partners with telecom equipment providers by drawing a (sometimes moving) line between collaboration and communications

• Bulked up with WebEx, then Jabber and PostPath acquisitions

• Aggressive moves into collab. market, led by voice & video with work on integration/interoperability

• Positive steps into collaboration with show-n-share & Quad

• Launched attack on voice space with OCS announcements

• Special voice or communications hardware not needed

• Products complementary to existing enterprise voice communications

Key Issues

• What trends are influencing enterprises' vision for collaboration (and communications)?

• How are vendors addressing the UCC approach. What are their strengths and weaknesses?

• How can enterprises develop a strategy to adopt UCC effectively?

Cost Optimization Framework for UCC

IT ProcurementBest pricing and terms for your IT purchasesBest pricing and terms for your IT purchases

Align Technology with Business Need

Select Anchor Vendors Assess Vendor Influence

Cost Savings With ITOpportunities to reduce IT costsOpportunities to reduce IT costs

Platform ConsolidationDesk Phone Displacement

DecommissioningToll Bypass for Video

Joint Business and IT SavingsCost saving technologies in the businessCost saving technologies in the business

Enable Innovation and Business RestructuringProcess improvement, restructuring, innovationProcess improvement, restructuring, innovation

Source: Gartner’s Four Levels of Cost Optimization

Hot Desk/Home WorkingTravel Displacement

Energy Savings

Comms-Enable ProcessNew Comms ChannelsEffective Collaboration

Joint Business and IT Savings - Target the obvious…but make it stick

Infrequent Flyer

2220 2342 4534 342

S J Blood

VSDon’t try to eliminate travel

Target recurring meetings with video

Create a “Frequent Non-Flyer” reward program

Emphasise efficiency as well as cost savings

Set a new base-line for frequency of meetings

Link Cost Savings to Carbon Reduction

Vary the times of meetings for international groups to share the inconvenience

Enabling Innovation – People, Process and Technology

Process Exceptions

Notifications SupportUrgentRequests

Process automation demands a reduction in human latency

Notifications; SMS, Voice, E-mail

Two or more people are required to make a decision

Conferencing: Audio, Video, Web

Real-time information is required to reach a collective resolution

Collaboration: Workspaces, Wikis

Stakeholders are in different locations with different communication devices

Rich Presence: Netbook, Smartphone

Communications-Enabled Medical Imaging

Collaboration

Context-Specific Presence List

Auto Log On

IM, Voice or Video Interaction

Process

1. Unexpected results found by radiologist

2. Use presence to contact doctor immediately

3. Radiologist and doctor conference/collaborate

4. Results communicated/acknowledged and in the next release can be recorded*

Expected Benefits

• ~ 5% to 10% radiologist and patient throughput

• Improved patient care and shorter wait times

• Regulatory compliance improvements*

*Available in next release

A Methodology for Communications-Enabling Business Processes

Process Improvement

Data Collection

Business Process

Measure Impact

Implement

Metrics

EvaluationDeploy

Discovery

Sponsorship

Role-Based

Process-based

Task-Based

Internal and

External

Surveys

Workflow Analysis

Best PracticeReturn on

Investment

Roll Out

Identify Synergies

Best Practices: How to Take Advantage of UCC

• Anticipate organizational and vendor politics; plan how to handle it.

• Be careful when vendors cross lines into new areas.

• Clearly determine what you want and what you can use.

• Look for business cases across the UCC stack from cost savings to process innovation