unified communications

© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. 1

Unified CommunicationsUnified Communications

Karen Jellow

Outside Consultant – ATAC UC Practice

2© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.

Agenda

Unified Communications Overview

– What is Unified communications?

– What is driving the market?

Presence – The new dial-tone

Unified Communication Solutions

– UC solution for the office worker

– UC solutions for the mobile and remote workers


Complex Virtual Enterprises … Change is Rapid …and Inevitable

Rapid increase in non-office based workers, teleworkers and remote workers

91% work either in branches or remote

58% companies consider theirs to be a virtual workplace today

89 of top 100 US companies offer telecommuting

67% US executives believe it is critical to be available 24/7 for customers

Increased collaboration and interoperability requirements across organization and supplier boundaries

Real-time: IM, Voice, Video, and Web Conferencing

Collaboration Applications – Wikis, WEB 2, Blogs, Podcasts and Social Networking

Business continuity planning is a harsh reality

MoreVirtual

MoreComplex

MoreMobile

MoreCompetitive

MoreChange


Professional Services

20% 65% 15%

60% 28% 12%

Where They Spend Their Time

Wh

o T

hey

Are

25%

Main Office / at the Desk

on PC

57%

Mobile Office / on the Road

or offline

18%

Remote Office / at Home or off-Site

Consultant, accountant

Manufacturing, FIRE, TCU, Wholesale

Sales & service personnel

Manufacturing, FIRE, TCU

Management,Mobile executives

Industry Function

The Mobile Workforce Is Growing Rapidly

FIRE: Finance, Insurance & Real EstateTCU: Transportation;Communication & Utilities

33% of the US workforce is (semi-)mobile: ~50 million peopleEvery enterprise has some applicable workers

Source: US Government Labor Statistics


Employee Satisfaction

Survey on Worker Criteria for Selecting Employer• Higher Salary Than Competitors = 46%• Telecommuting / Flexible Schedule = 33%• Everything Else = LOWERProductivity • British Telecom found productivity rose 31 percent due to lack of disruptions, stress and commuting…

Commuting• Total Commute Time

56 minutes per day 233 hours per year

• Gas Expenditures more than $3.00/gallon


When You Drive to Work..• Carbon Rate = 0.3 Tons per 1,000 miles • 100 Workers = 70,000 miles per yearTons of CO2 = 210

Legislation• Section 359 of Transportations Appropriations Act (US) of 2001 directed all federal agencies to support teleworking •Commute Trip Reduction Law (Seattle) penalizes companies for not reducing year-over-year average employer commute times• Central London congestion charge imposes fees on motorists in downtown areas• Workplace Parking Tax (proposed) in London encourages use of public transport and telecommuting, by charging employers a tax on each parking space

Green Initiatives


Business continuity planning is driving teleworking as a “contingency” solution

– The same solutions that support teleworking enable employees to work from home or alternate locations in the event of an emergency/disaster

– Teleworking programs helps ensure capabilities are in place ahead of time

Employer Agility


Today’s “Unproductive” Workforce

Your people are working harder … but are they more productive?

Regional Offices

Remote Team

Members

Customers

++

Global Staff

++

Multiple devices

Multiple interfaces

Constant multitasking

Collaboration

Virtual teamsCustomersSuppliers

Quick responses

Multiple media

Mobile employees

Office PhoneOffice Phone

Voice Mail

Voice Mail

EMailEMail

Mobile PhoneMobile Phone

Instant MessageInstant

Message

Text Message

Text Message

++

++ ++

++

++++

Information overload

Work / life balance


The integration of real-time communications, non-real time communications and business applications, in a platform that provides users with presence information and a consistent interface regardless of location, device type or communication mode.

Collaboration

Video

Presence

Mobility

Telephony

Messaging

Interface

What Is Unified Communications?


How Vendors view Unified Communications


Presence Can Be the New Dial Tone…

But Requires Real Time Comms Focus

Reliability, scalability, security are imperative

Interconnect both within and between organizations

Users need automatic aggregation and availability rules

Transform raw presence into actionable business information

Multi-vendor cooperation and open standards are critical – applications, end points, and devices must be well coordinated

“Presence will become the dial-tone for the 21st century”

- Wainhouse Research


Evolution of Presence

Presence in multimedia communications is not new

– Basic presence has been available on phones and mobile devices

– Presence incorporated in conferencing/collaboration

– Rich “skill-based” presence is an integral part of contact centers

IM introduced Presence to the broader enterprise

– A key business communications enabler, but presence > IM

Customers now seeking deeper business value

– New productivity through Unified Communications

– Simpler user experiences for users across many devices/interfaces

– Agility through Communications Enabled Business Processes

– Rich, Reliable Presence is the cornerstone


The Challenge of Many Sources of Presence

Information is siloed and standards sporadically applied

Presence information is incomplete and not actionable

IM is ubiquitous but unreliable

Performance not tuned to real time communications

Communication Devices

Enterprise IM

Public IM

Desktop Enterprise Voice Clients

Network

• Location• Proximity• Activity

• Calendar• Activity• User context

• User presence states

• Basic channel availability

• Presence policies

• On hook/Off hook







LAN

WirelessGPS

Calendar Apps

User PC


Customer ContactSatisfaction, Loyalty

Unified CommunicationsProductivity

Communications EnabledBusiness Processes

Agility, Process Acceleration

Automated Rich Presence AggregationIn conference call@ Office Phone Online “away” @ OCS

In meeting (Calendar entry) Location @ Mobile Device

CollaborationSpeed, Efficiency

The Value of Aggregated Presence

Mobile Wireless

Speech

IP Telephony

Voice MessagingDesktop Environments

Telematics

Internet Services

Availability, reachability, and policies


Applications for Presence

Customer Contact

– Resident Expert - grouped by resource skill-set, view availability across multiple channels

– Presence-Based Routing - IVR routing based on availability & profile matching

Enterprise / IP Telephony

– Presence-Based Routing - inter and intra-branch routing based on availability and skill matching

– SIP end points rendering contact list availability and supporting IM chat

Unified Communications / Collaboration

– Social presence and mobility: adaptive collaboration based on relevance, proximity, skills, rankings, location, etc

– Personal Agent – user and business specific rules to automate communications handling based on presence and availability

– Enhanced productivity – user decisions driven by presence and availability

CEBP

– Event Notification: Notify and contact resources based on proximity, availability


Unified Communications Leads to Improved Business Outcomes

ProductivitySpeed & Execution

Effectiveness & Efficiency

Content and Context

CustomersSimplification

Availability

Responsiveness

CollaborationWork Flow

Decision Making

Social Network

CostCollaborative & Mobile Expenses

Customer control & retention

Opportunity costs

Unified Communication


Business Drivers for Unified Communications

Business Continuity Mandate- 80% customers interviewed had active program

Enhanced Customer Experience

- 77% of Enterprises invest to be responsive to Customers

Support Mobile Sales/Work Force- 61% have a plan in place

Save Money

- 54% of employees cost are facilities based

- 60% of mobile calls are made from the office

Results from Web based focus groups, blind independent study commissioned by Avaya, and Aberdeen Dec 2006.


UC Applications are a priority … don’t get left behind

Gartner: 80% probability that by 2010 businesses that implement unified communications will have competitive and revenue benefits over those who haven't.


The Challenge - How to develop and deploy the right UC Strategy for your organization!

Communications vendors are pushing into the collaboration space as vendors like Cisco, Avaya and Alcatel offer collaboration functionality.*

Collaboration vendors are edging into communications, as suppliers like IBM, Microsoft, AOL and Yahoo offer voice and messaging.

Existing IT organizational models are coming under strain as previously distinct areas increasingly overlap.

“UCC is the juncture where the market for communications overlaps with the collaboration market”.

Source: Gartner-”The New Market for Unified Communications andCollaboration”, Publication Date: 23 November 2007


Mobile Worker

Campus Roamer

Desk Worker

Teleworker

One User Experience, Any Network, Any Device

Choice of devices Consistent user experience Transparently integrate work modes Centralized control & policies

LANLANCellularCellular

BroadbandBroadbandIn-bldg WirelessIn-bldg Wireless

BusinessCommunications

Applications/Services

Messaging

ContactCenter

IP Telephony

Conferencing

Presence

AES/SES


Unified Communication for the Office Worker


Integrated Clients – Enhancing worker productivity

…Maximizing the Value of Your Email and IM applications


Unified Messaging

Email, voice mail, faxaccessible simultaneously

Flexible access enhances productivity

– via touch-tone based menu

– via email client

– via browser

– via speech client

Notification options supportfaster responses to customers& colleagues

– MWI, Call Me, Notify Me, Find Me


Integrated IM Clients Quicker, more intelligent access to colleagues / greater efficiency

– Status info (presence)– Multiple modes of contact

Enabled telephony – Click to Call , Click-to-Conference– Escalate IM to call, Conference– Phone & MOC stay in synch– Presence is shared– Remote Call Control - Hold, Transfer, etc.


When you leave the Office: The Commute


Extension to Cellular:

One Number / One Voicemail– Maintain your corporate identity while out of the office for both

inbound and outbound calls

– Calls missed on your mobile device are routed back to the corporate voice mail system – No more checking multiple mailboxes for missed calls

Simulring – Ring multiple devices when your office phone rings to minimize

missed calls and increase responsiveness

Seamless transition between Office Phone & Mobile Device– Minimize the use of cellular minutes in the office by easily moving

cellular calls to your office phone

Supports all mobile devices


Internal orexternal call

Ringing

1. Simultaneous RingingPick up the one you want

3. Single Voicemail Enterprise Voicemail

2. Seamless TransferDeskphoneto/from Mobile

*Requires one-X Mobile Dual Mode

Enterprise Wi-Fi*

Ringing


Enterprise Wi-Fi*

Ringing


Enterprise Wi-Fi*Enterprise Wi-Fi*

Ringing

Ringing

Public LicensedMobile Network

Ringing

Public LicensedMobile NetworkPublic LicensedMobile Network

Incoming Calls: One Number / One Voicemail and Seamless Transition between Office/Mobile

Extension to CellularExtension to Cellular


•High cost

•No PBX feature access

•Not leveraging infrastructure

IP Call

•Low cost

•PBX feature access

•Leverage infrastructure

Wi-Fi*

Cellular

Deskphone Caller ID


Outgoing Calls: Leveraging Telephony Infrastructure to maintain corporate identity and control costs

Without Dial-by-PBXWithout Dial-by-PBX

With Dial-by-PBXWith Dial-by-PBX

Extension to CellularExtension to Cellular


Speech Clients: Effective Message, Calendar, and Contact Management

‘Follow Me!’…and have allyour calls flexibly forwarded to you wherever you are.

‘Follow Me!’…and have allyour calls flexibly forwarded to you wherever you are.

‘When am I free today?’ …keep track of your time wherever you are!

‘When am I free today?’ …keep track of your time wherever you are!

‘Schedule a reminder.’…and let yourself be called at any number and reminded, so you won’t forget any of your tasks or appointments!

‘Schedule a reminder.’…and let yourself be called at any number and reminded, so you won’t forget any of your tasks or appointments!

‘Read my messages.’…voicemail and/or email.Filter by status or by sender. You can reply, forward, delete, …

‘Read my messages.’…voicemail and/or email.Filter by status or by sender. You can reply, forward, delete, …

‘Send a message.’…to a contact, to a voicemail mailbox or somebody within your corporate directory.

‘Send a message.’…to a contact, to a voicemail mailbox or somebody within your corporate directory.

‘Make a call.’ …to one of your contacts, somebody within your corporate directory or simply speak the number you want to call!

‘Make a call.’ …to one of your contacts, somebody within your corporate directory or simply speak the number you want to call!


When workers can not get to the Office! Thin (browser –based) UC Clients

Simple for users

…Easy to use

…Any PC any phone

…Easy to access

…Everything in one place

…Work from anywhere

Simple for IT… no software to deploy

Enhanced day-to-day communications

Business Continuity


Telephony

Extension to Cellular

ConferenceManagement

VoiceMessages

Unified Communication _ Browser based Client

Personalized

ActiveCommunications

History

DirectoryIntegration

Users simplicity - one common interface for

telephony, messaging, conferencing

Use in the office or remote

Strengthens business continuity capability

Web-based meets IT need for smaller PC

footprint


Easy to Deploy and Manage for Administrators

Avoids problems with PC desktop environment

Server-based, easier to update and patch

Integrates with Active Directory for automatic provisioning

Avoids placing "unmanaged devices" virtually on the LAN

– Supporting VPN software on non-corporate PCs

– Allowing non-corporate PCs to have VPN access to network

User access is via simple web URL


Flexible Modes of OperationC

all

Con

trol

Cal

l C

ontr

ol

Voi

ce V

oic

eCal

l C

ontr

ol

Voi

ceC

all

Con

trol

Maintain enterprise identify for all inbound/outbound calls

Dual ConnectPC OnlyShared

Virtual Office Internet OnlyIn the office


Telephony Features

Directory dialing from portal

Multiple Call Appearances

Call logs

Dial bar in Windows taskbar

Highlight any number and click-to-dial

Consultative and Single-Step Conference and Transfer

Send all calls

Hold


Messaging

Indications of Newly Arriving Messages

MWI

List of Voice Messages

Aggregated Mailboxes

Click-to-Call

Click-to-Search

Click-to-Forward to email

Click-to-Play

View / Print faxes


Mobility

Enable/DisableExtension to Cellular

Modify find-me numbers

Various Work Modes

– Normal

– Find Me

– Forward

– Do Not Disturb


Conferencing

See all participants(Caller ID, name where mapped)

Identification of the active speaker / noisy line

Identification of participant audio mode (muted / unmuted)

Mute participants

Drop participants

Invite new participants


Unified Communications for the Mobile and Remote Worker

Road WarriorRoad Warrior

Mobile Devices

TeleworkerTeleworker

Home Phones, PC’s & VoIP

Campus NomadCampus Nomad

DECT, WI-FI


Mobility is a key requirement but comes with challenges

Business Requirement

Business Challenge

Businesses need to support a flexible workforce that spendsan increasing amount of time outside the office

Businesses want workers to be more productive outside the office

Businesses want to increase customer satisfaction viaimproved responsiveness

Workers need access to office voice and data capabilities

Out of the office can mean decreased responsiveness and productivity

Productivity requires mobile infrastructure and management and associated costs

Additional devices and phone numbers can add complexity and still result in missed calls

Current mobile solution do not provide access to enterprise grade communications


Enhanced Call Routing Options

– Route incoming calls by Schedule, Location or via quick entry feature

VIP Screening

– User controlled presence minimizes interruptions

Visual Voicemail

– Local access to voicemail messages

– Review messages from GUI to increase responsiveness

– Synchronizes with Corporate Modular Messaging Platform

Access to Corporate Directory

– Search and click to dial functionality

Broadest Mobile Device Support

– RIM, Palm, iPhone, J2ME and WAP environments

UC Applications for Mobile Devices: Extending Unified Communications to the Mobile Worker


Incoming Calls:One Number / One Voicemail and call routing from the mobile device

Via a BlackBerry, Treo, Mobile Phone, choose the device on which you’d like to receive enterprise calls

Receive calls on the selected phone2

Callers dial one number

…the call is sent to the selected phone

…the call is sent to the selected phone

1

Office Extension

Mobile Phone

HomeOffice

Enterprise Voicemail

You can also simulring up to 5 devices

+ +

Why it’s valuable:

It’s mobile

You control presence

Compliance

Manage turnover

Reduces costs: 30% of mobile calls take place in office


VIP Screening:Minimizing interruptions – Prioritizing Communications

Block Non-VIP Callers1

…receive calls VIPs only2

…your phone rings

Unknown personcalls or

Non-VIP calls…

…answered directly by voicemail

with no interruptionClient calls…


Visual VoicemailBetter manage and prioritize message – locally

Listen to new and saved voice messages directly from the mobile device

View an email-like inbox of received

corporate voicemail messages with contact information, length of message, and time of

message

View an email-like inbox of received

corporate voicemail messages with contact information, length of message, and time of

message

Select one or more messages within the inbox to save, delete,

or hear

Select one or more messages within the inbox to save, delete,

or hear

Hear the message(s) immediately without

dialing into the enterprise voicemail

platform*

Hear the message(s) immediately without

dialing into the enterprise voicemail

platform*

Why it’s valuable:

No need to navigatetouch-tone maze

It’s visual and its dynamic

Reduces costs

1 2 3


Corporate Directory & Call BackSearch Corporate Directory and click to dial via office extension

Search the Corporate Directory

Desktop phone initiates a call to designated phone,then to the selected person

one-X Mobile Corporate Directory Search Criteria Search Results

Desk phone automatically calls…

Why it’s valuable:Company directory available while remote

Money: savings on roaming and international callsCompliance

First Second

1

2


Synchronized Call LogsView all calls made to and from desk extension and remotely initiate callback

Call Logs

Desktop phone initiates a call to designated phone, then to the selected person

1

2

Desk phone automatically calls…

First Second


Full-function rich telephony (softphone), including find-me, forwarding, message waiting

Integrated Video

Visual voice mail and Fax

Presence

Click-to-dial, email, and drag-and-drop calling and conferencing

Easy access to and searching of contacts, call history, and IM history

Optional integration with other desktop applications

– Microsoft Outlook, Office Communicator Lotus Notes/Sametime

Click-to-conference

Unified Communications Applications for EnterpriseSimplifies access to voicemail, presence, directories, & call control, video

unified communications

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