unified communication and collaboration - dfn · 22.02.2008 · communication and collaboration...

Copyright © Siemens Enterprise Communications 2007. All rights reserved.

Unified Communication and CollaborationChristine ThewsSolution Line Manager Unified Communications

February 2008

Copyright © Siemens Enterprise Communications GmbH & Co KG 2007. All rights reserved.

February 08 Siemens Enterprise Communications

UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:

Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)

These elements are controllable as software services, or from the customer’s existing business application software

UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:

Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)

These elements are controllable as software services, or from the customer’s existing business application software

Definition Unified Communication and Collaboration *

*Adapted from a quote by Marty Parker, UniComm Consulting, BCR 09 / 2007


Business IssuesThe business requires to act faster and more situation-aware

Consequences for collaborationin communities

& processes GlobalizationGlobalization

Process Process OptimizationOptimization

VirtualizationVirtualization

Allocate Allocate experts experts

in backin back--office office Decentralize Decentralize

organizationsorganizationsFocus on core Focus on core

competence competence Avoid process delays due to missing Avoid process delays due to missing information & failing decisioninformation & failing decisionOutsourcing of nonOutsourcing of non--core functionscore functions

Increase process quality Increase process quality Reduce traveling costs Reduce traveling costs

Rectify defectsRectify defects

Streamline business processesStreamline business processesHandle unexpected events regularlyHandle unexpected events regularlyIncrease staff Increase staff productivityproductivitySpeedSpeed--up time up time to marketto market

Work in Work in different different locations, locations, time zones time zones and companiesand companiesIntegrate mobile Integrate mobile users into users into workflowsworkflows

CostCostreductionreduction

Revenue Revenue growthgrowth


Key challenges in introducing Unified Communication and Collaboration solutions

OrganizationOrganization

ProjectProject-- / Change/ Change--ManagementManagement

TechnologyTechnology

•• AvailablitiyAvailablitiy

•• Level of integration Level of integration

•• Vendor policyVendor policy

•• Level of standardizationLevel of standardization

•• Functional scopeFunctional scope

•• ScalabilityScalability

•• SecuritySecurity


Enterprise communications is a software business and requires carrier-grade resiliency

Open integration delivers business value

Enterprise communication expertise is essential

Single vendor enterprise UCC solutions are not realistic

Siemens’ UCC PerspectiveA software and services approach to business communications


Unified Communication and Collaboration –convergence of data and voice-centric offerings

Wiki‘s / Blog‘s

WikiWiki‘‘s / s / BlogBlog‘‘s s

E-MailEE--MailMail

Social softwareSocial Social

softwaresoftware

DirectoriesDirectoriesDirectories

Infrastructure /Networking

Infrastructure /Infrastructure /NetworkingNetworking

VoiceVoiceVoice

UM UM UM

ACDACDACD

IVRIVRIVR Enterprise Telephony VendorsEnterprise Telephony Vendors

IT /

SW S

uppl

iers

IT /

SW S

uppl

iers

Unified Communication and CollaborationUnified Communication and Collaboration

• IM Presence•• IM PresenceIM Presence

• Instant Messaging•• Instant MessagingInstant Messaging

• PIM incl. Calendar•• PIM incl. CalendarPIM incl. Calendar

• Web-Conferencing•• WebWeb--ConferencingConferencing • Mission Critical VoIP•• Mission Critical VoIPMission Critical VoIP

• Audio-Conferencing•• AudioAudio--ConferencingConferencing

• Rules based Call Management / ONS

•• Rules based Call Rules based Call Management / ONSManagement / ONS

• Video-Conferencing•• VideoVideo--ConferencingConferencing

• Voice Presence•• Voice PresenceVoice Presence

• Application / Document Sharing

•• Application / Document Application / Document SharingSharing


Siemens Enterprise Communications @ UCC

First mover – developing UCC Suite OpenScape integrated both into multivendor IT telephony and data collaboration infrastructures

Providing high-scalable IT telephony infrastructures with scalable UCC portfolio and competitive choice of deployment models

Broad experience in integration of UCC into horizontal and vertical business applications

Consistent UCC portfolio based on a service oriented architecture

Specialized professional service delivery

First mover – developing UCC Suite OpenScape integrated both into multivendor IT telephony and data collaboration infrastructures

Providing high-scalable IT telephony infrastructures with scalable UCC portfolio and competitive choice of deployment models

Broad experience in integration of UCC into horizontal and vertical business applications

Consistent UCC portfolio based on a service oriented architecture

Specialized professional service delivery


Cost containment and IT efficiency

Business agility and responsiveness

Consistency and synergy across enterprise applications

Why is Service-Oriented Architecture (SOA) important?

Business Issues SOA Delivers

Easier integration through open standards

Investment protection of a multi-vendor environment; no vendor lock-in

More unified, flexible client and admin interfaces

Deployment portability and efficiencies


OpenScapeSuite

Telephony and IT Domain

IndependenceMulti-resourceCollaboration

Presence-based Communications

SDK/SOAAPI's, Web Services/PortletsModular

Deployment and Feature Options

Siemens OpenScape Suite - Open and Flexible Unified Communication and Collaboration

Open Application Architecture

Multi-Modal Client Access Choices

Business Application and

Workflow Integration

Alex

IT Help Desk

Customer TeamMonday Morning Call

IT Help Desk

OpenScape MobileConnect


Flexible

Modular packaging choices to meet intra-enterprise requirements and provide seamless upgrade paths

Choices of devices & client access modes: desktop, web, mobile, voice portal, custom imbedded

Modular deployment options within the enterprise, for optimized scalability and availability

Built on OpenSOA for optimized performance and TCO advantage

Rich middleware services for deep integration into business processes

SIP-based IP communications - IT and telephony domain independent

Makes your existing infrastructure and business applications investments more valuable

Open

Comprehensive UC feature set

Rich aggregated presence capabilities

Sophisticated yet simplified rules

Optimized team conferencing and collaboration capabilities for voice, web and video

CompleteOpen

Built on Open standardsBusiness process integration

CompleteFeature-rich, mature, fully-integrated user experience

OpenScape Differentiation

FlexibleModular application suiteMultiple deployment models


Adding value within customers existing communications applications

• Rich Presence • Messaging and Notification

• Conferencing and Collaboration• Video• Data• Web• VoiceEm

ergi

ng M

ains

trea

mU

C S

egm

ent

Unification of all relevant business communications into a simple, seamless and context-sensitive experience.

Communication Enabled Business Processes

Business Process Integration

Soph

istic

ated

U

C S

egm

ent

Unified Communication and Collaboration (UCC) continuum

e.ge.g. Contact Center. Contact Center e.ge.g. Command Control Center. Command Control Center

e.ge.g. Financial service . Financial service solutionssolutions e.ge.g. Healthcare . Healthcare solutionssolutions

Enable more efficient and effective individuals and workgroups by overcoming communication friction, latency and overload

Communications Productivity Tools

Entr

y L

evel

U

C S

egm

ent


Enhance your personal productivity tools by integration of all-embracing UCC functionalities

Aggregated User-centric presence (IM and voice)Click-to-callAdd-hoc and scheduled audio- and videoconferencingAdvanced Call and Conference Control

Transfer, on hold, consultToggle between active calls and conferencesExtend 2-way call to conferenceAdd participants to conference

Info of All CallsDevice HandoverOne number serviceRules managementUnified messaging

Extended UCC Features

PresenceInstant MessagingCollaboration

UC Features


Increase your first fix resolution rate and improve your customer satisfaction by back office integration

111

222

333

x

x

xx

444

System failure System failure System failure

Identify the available experts in

the back office

Identify the Identify the available available experts in experts in

the back officethe back office

Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click

Trouble-shooting TroubleTrouble--shooting shooting


Process task identifies role

Role identifies person or group

Presence of persons identifies the communicative result

Task 2 Get decision

by expert!Task 3

Role AExpert

or

Presence• Availability• Location• Device

Phone call

Video call

E-mail

Fax

Voice mail

Video mail

InstantMessage

Presenceof Group Members

• Availability• Location• Device

• Skill “Optimal availableperson”

Alternative Outputs

Task 1

Process driven collaborationInnovative enhancement by presence management to reduce idle times


Key challenges in introducing Unified Communication and Collaboration solutions

OrganizationOrganization

ProjectProject-- / Change/ Change--ManagementManagement

TechnologyTechnology

•• AvailablitiyAvailablitiy

••Level of integration Level of integration

•• Vendor policyVendor policy

•• Level of standardizationLevel of standardization

•• Functional scopeFunctional scope

•• ScalabilityScalability

•• SecuritySecurity

•• Focus on early adopters Focus on early adopters vs. broad introductionvs. broad introduction

•• Cultural Cultural environmentenvironment

•• Incentive Incentive schemesschemes

•• Level of painLevel of pain

•• GovernanceGovernance

•• Support structureSupport structure•• RollRoll--out strategyout strategy

•• Communication strategyCommunication strategy•• Stakeholder involvementStakeholder involvement


Conclusion

Demonstrate value – why are we going into UCC

Create stable “alliances“ within the organization

Support & “user sitting” is key

Focus on core needs first – allow your organization to learn

Unified user experience – look for tight integration

Establish user community leveraging UCC

Make top management use it

Demonstrate value – why are we going into UCC

Create stable “alliances“ within the organization

Support & “user sitting” is key

Focus on core needs first – allow your organization to learn

Unified user experience – look for tight integration

Establish user community leveraging UCC

Make top management use it


Communication for the open minded

Questions?

unified communication and collaboration - dfn · 22.02.2008 · communication and collaboration...

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