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.

Unified Communications In Your Pocket

Ken DulaneyBob Hafner

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.

Welcome! Here’s how to participate in today’s webinar• You can listen to the presentation using

your computer’s speaker system as the default (VoIP).

• Or dial the conference line by selecting Use Telephone in the webinar audio pane.

• Have a question for the presenter(s)? Type it into the Questions pane—we will answer as many as time permits.

• A recording of this presentation will be sent to you within 48 hours.

• If you would like a copy of today’s presentation, contact your Gartner Account Executive or e-mail us at: GartnerWebinars@gartner.com.

• Please note you may be polled during the webinar; only aggregate answers will appear.

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.

Our world-class, objective insight is drawn from thousands of daily client interactions

65% of Fortune 1000;

85% ofGlobal 500

60+ Conferences

3,700CIOs

650 Analysts Across 80 Countries

100,000IT End-User

Inquiries

10,000Media

Inquiries

2 Million+IT End-User

Searches

60,000Clients

10,000 Client

Enterprises

5,500Benchmarks

2© 2009 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.

Vision 2014 - Polling Questions• Today - What percentage of your buildings are covered by Wi-Fi?

A. Less than 25%B. 25 – 50%C. 50 – 75%D. 75% - 99%E. 100%

• In 2014 - What percentage of your buildings will be covered by Wi-Fi?A. Less than 25%B. 25 – 50%C. 50 – 75%D. 75% - 99%E. 100%

Vision 2014 - Polling Questions• Today - What percentage of the cell phones in your environment are

personally versus business owned (i.e. the phone number is the property of the employee)A. Less than 25%B. 25 – 50%C. 50 – 75%D. > 75%

• In 2014 - What percentage of the cell phones in your environment will be personally versus business owned (i.e. the phone number is the property of the employee)A. Less than 25%B. 25 – 50%C. 50 – 75%D. > 75%

ClientsIncludes thick clients, thin Web clients,

hard clients and mobile clients

ClientsIncludes thick clients, thin Web clients,

hard clients and mobile clients

Unified Communications

Voice Includes fixed voice, mobile

voice and softphone

clients

Voice Includes fixed voice, mobile

voice and softphone

clients

ApplicationsCollaboration,

notification and applications

with integrated communication

functions

ApplicationsCollaboration,

notification and applications

with integrated communication

functions

IM/PresenceIncludes instant

messaging, presence and rich presence aggregation

IM/PresenceIncludes instant

messaging, presence and rich presence aggregation

ConferencingIncludes audio, video and Web conferencing

ConferencingIncludes audio, video and Web conferencing

MessagingIncludes

e-mail, wemail, voice mail and unified messaging

MessagingIncludes

e-mail, wemail, voice mail and unified messaging

Mobility is a necessary capability of all UC components

Key Issues

• What will justify UC’s move into smartphones and where will it fit within the eventual UCC environment?

• How will UC enable mobility?• What vendor selection scenarios will be most

viable for enterprises?

The Way We Work Is ChangingThe Desk Worker• The primary voice

communications for 100+ years• Phone number = location,

corporate owned• Enterprise PBX connected —

voice mail, conferencing and many other features

• Drivers = cost, quality, reliability and functionality

• e-mail, IM• $

The Mobile Worker• Mobile voice communications• Phone number = person,

generally employee owned• PSTN connected — separate

voice mail and different pay-for-use features

• Wireless E-mail• Driver = Mobility• $$

Today's Needs• Semimobile• Drivers — mobility,

cost-effective, functionality

Driver = Mobility ahead of cost

Tomorrow's Worker• Single connection point for

wired and wireless• Phone number = person,

corporate owned• Enterprise PBX functionality

– voice mail, conferencing and many other features

• 1 voice mail, 1 phone number

• Wired/wireless e-mail, IM• $$$-$$$$

Moving to One Business Number

555-555-5555

Infrastructure

On premises

Off premises

Added Deskphone Key Features

Extension dialing

Call transfer

Enterprise conference

Do not disturb

Added Mobile Features

Location

Directory query

Who owns the customer?

International organizations spending half their mobile costs on international dialing

For example — An executive, >50% away from desk and <20% away from office, may require a desk phone, BlackBerry, unified messaging, wireless e-mail, one-number service and audioconferencing

UC Gives You New Options: Build a Communications Requirements Matrix

Class of Employee• Executive• Collaborative worker• Contributing worker• Mobile professional

- Alerts, message, forms, knowledge, or power

• Teleworker

Categorize users, then build a solution set for each category

Time Away From Desk• <20% of the time• 20% to 50% of the time• >50% of the timeTime Away from Office• <20% of the time• 20% to 50% of the time• >50% of the time

Wired• Desk phone• SoftphoneWireless• Cellular phone • BlackBerry/

smartphone• Wi-Fi phone• Wi-Fi/cellular

phone • Group voice• Push to talk• Two-way radio

Employee Categories

Solution Alternatives

Messaging• Voice mail• Unified messaging• E-mail• Wireless e-mail• Instant messagingIntelligent Assistant• Calendaring• One-number

service• PresenceConferencing• Audioconferencing• Videoconferencing• Web conferencing

The Impact on Mobility: UC Functionality Vs. Devices

Voice IM E-Mail Voice Conference

Video Conference

Web Conference

Desktop PC

Laptop

IP Screen Phone

Desk Phone

Smart Cell Phone

Feature Cell Phone

Basic Cell Phone

= No Capability = High Capability

Partial Feature Set

• Corporate phone: audio and video

• Click to call

• IM

• E-mail

• Conferencing: audio, video, Web

• Keypad dialer

• Presence

• Preferred contact method

• Contacts

• Corporate directory search

• Call history

• Voice messages

• File transfer

• Whiteboard sharing

• Preferences

+ =

• Soft client makes cell phone a PBX device• Graphic/soft key interface to PBX features• Vendor-specific requirements: handset and IP-PBX

Is Your Cell Phone Already a Flexible UC Client Portal? Yes!

Good to Go

Close to Ready

Not Ready Yet

Is Your Cell Phone Already a Flexible UC Client Portal?

Evolution of Mobility in Enterprise Voice Communications

IP PhonePSTN

IP-PBX

Ethernet Switch

IP Everywhere

Cellular Everywhere

PSTN

PBX

Enterprise Voice

Wi-Fi

In Building

PSTN

IP-PBX Softphone

AP Wi-Fi Phone

Wi-Fi Everywhere

Cellular and Wi-Fi

In Building

PSTNCellular

Softphone

AP

Mobility Software

Single-Mode Wireless

X

PSTNCellular

Dual-Mode Phone

IP-PBX

Dual-Mode Wireless

X

X

Vision 2014 - Polling Questions• What would be the primary driver to move/allow in-building cellular to

move to WiFi?A. Cost SavingsB. To address poor in-building cellular coverageC. Natural evolution of the network

• Do you consider personal cell phone numbers listed on business cards to be a threat to ownership of the customer relationship?A. YesB. No

Vision 2014 - Polling Questions• Today, what percentage of your knowledge worker use a smartphone instead

of a deskphone when they are in the office? A. Less than 25%B. 25 – 50%C. 50 – 75%D. >75%

• In 2014, what percentage of your knowledge worker will use a smartphoneinstead of a deskphone? A. Less than 25%B. 25 – 50%C. 50 – 75%D. >75%

In Gartner’s 2009 Top Predicts Report …

By YE13, 40% of knowledge workers worldwide will have abandoned or removed their

desk phones.

MOTOBLUR … A Vision For Mobile UC?

WiFi in Smartphones Projection

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Africa 1.6% 1.6% 1.6% 4.9% 10.6% 26.8% 36.8% 45.6% 53.9% 53.9%

Asia/Pacific 1.6% 1.6% 2.1% 4.2% 10.6% 23.0% 37.5% 49.1% 60.0% 60.0%Eastern Europe 3.2% 3.2% 4.3% 10.0% 15.2% 31.6% 41.0% 49.3% 55.3% 55.3%

Japan 0.1% 0.1% 1.3% 0.6% 0.6% 2.9% 5.6% 9.5% 13.7% 13.7%Latin America 1.3% 1.3% 1.5% 1.5% 2.7% 8.4% 12.4% 16.0% 22.3% 22.3%

Middle East 0.7% 0.7% 1.6% 7.1% 10.5% 27.9% 38.5% 47.6% 55.2% 55.2%North America 2.2% 2.2% 8.3% 6.7% 36.8% 45.8% 61.4% 71.7% 80.6% 80.6%Western Europe 1.0% 1.0% 7.2% 13.2% 25.1% 40.9% 50.2% 60.0% 68.3% 68.3%

Communications Gateways Marketscope

RIM MVS vs. Agito Networks onCisco UCS 7.0 Using BlackBerry Handset

RIM MVS• Cellular only• Requires BES MVS

support added• Only BlackBerry

supported• Can select personal or

business line at call time; only white or black list splits

• Voice over Wi-Fi and cellular

• Single extension for desk and mobile phone

• Expands to other phones• Policy engine can

perform more sophisticated business/personal split; routing policies

Agito Networks

Business Imperative Action PlanTomorrow:

Build a plan for UC and mobility. Understand who needs it (first) and how it will evolve in your enterprise.Identify which communication and mobility functions are most used today.

Look for patterns, trends, and obvious needs.Within 12 Months:

Create an inter-department team (technical & business) to define a UC and mobility road map. Create a UC and Mobility center of excellence (CoE).Develop business plans for evaluation, deployment and resource priorities.

Develop a next generation voice and communications architecture.Start to build a business case based more on enabling mobility and UC than on reduced costs. Choose a small segment of users to adopt UC and mobility capabilities first; begin with pilot programs.

During the Next Three to Five Years:Use refresh cycles to prepare for "Your Enterprise Specific UC Environment."Anticipate UC and mobility products; expect more mature products in thenext few years.

Thanks for participating! Do you have any questions?

• If you haven’t done so already, please type your questions into the Questions pane.

• We will answer as many of your questions as time permits.

Get daily insight focused on your role• Gartner advice in the

context of your role

• Dedicated portal focused on what you need to know from Gartner or the media

• Analysts as coaches

• Peer connection and input

• Toolkit content helps you be more efficient and effective

• Access to all eight roles

Let Gartner be your indispensable resource—follow up with your account executive today!

Two simple steps for increasing the value of today’s webinar experience

• Contact your Gartner account executive (or e-mail GartnerWebinars@gartner.com) with any additional questions, comments or requests—or to order a complimentary copy of today’s presentation

• Visit gartner.com/webinars for a schedule of upcoming Gartner webinars (plus replays of previous webinars) and share these resources with your colleagues