unifying communications through interoperability - mark coleman, microsoft
TRANSCRIPT
Unifying Communications through Interoperability
Mark ColemanCustomer Experience Engineering
What Information Workers Experience TodayCurrent communications and collaboration experience
Source: Ideal Communications and Collaboration Research by Microsoft, 2009
What is driving Employees to be Overwhelmed
▪ Shifting workforce: About 1/3 of US workers are currently freelance staff▪ Work from home: 63 million will telecommute in the US by 2016
▪ Overwhelmed: Businesses average more than six communications devices and almost five communications applications per employee
▪ Frustrated: Collaboration inefficiencies waste up to 25% of staff time
▪ Mobile phone = New PC: 600 million smart-phones will be used for business in 2011▪ Virtual meetings on the rise: Videoconferencing technology could replace 20% of business travel WW
Growth in Workforce Distribution
Lack of Technology Integration
Demand for New Modalities
What Employees WantIdeal communications and collaborations experience
Authentication
Administration
Storage
Compliance
Unified Experience
AudioConferencing
E-mail andCalendaring
WebConferencing Telephony
VideoConferencing Voice Mail
InstantMessaging (IM)
Common Communication Silos
Authentication
Administration
Storage
User Experience
Authentication
Administration
Storage
UserExperience
Authentication
Administration
Storage
User Experience
Authentication
Administration
Storage
UserExperience
Authentication
Administration
Storage
User Experience
Authentication
Administration
Storage
UserExperience
Authentication
Administration
Storage
User Experience
Telephony andVoice Mail
InstantMessaging
E-mail andCalendaring
Unified Conferencing: Audio, Video,
Web
The Unified Communications Offering
On-Premises In the Cloud
Unified Communications or PBX???
Unified Communications
PBX•Authenticated Presence & Availability•Instant Messaging•Peer-to-peer Voice & Video•Conferencing (Voice & Video)•Collaboration/Application Sharing•Unified Messaging•UC-enabled application platform•Available PBX interoperability
Cross Platform Support for Unified CommunicationsOptions for those who use Macs, mobile phones, browsers, and other devices
▪ Windows and Mac clients»
Connect with Windows and Mac users
▪ Mobile clients»
Communicate through mobile phones
▪ Web App»
Reach through the browser
▪ Polycom, Plantronics, Jabra, Aastra and more…»
Experience UC through numerous devices
Unified Conferencing
Key features of a successful collaboration experience▪ Single client▪ Join reliability▪ PSTN conferencing features▪ Rich collaboration experience▪ Panoramic HD video▪ Reach client
Provide best-in-class end user experience and drive adoption
Interoperable and Extensible Platform
UC client should work with other applications and systems
»Integrate and Enhance Existing Investments
Take advantage of interoperability to replace, enhance, or add voice / video options
»Offer Choice in Voice / Video
Integrate presence with line of business applications
»Extend Communications to Business Processes
▪ Listen to customers
▪ Make interoperability an explicit part of the development process
▪ Engage the industry
▪ Create a healthy partner ecosystem
Unified Communications Interoperability by DesignPrinciples and processes
▪ Non profit vendor alliance formed in April 2010▪ Open to all UC hardware, software vendors, service
providers and network operators▪ Mission - To enable interoperability of UC scenarios based
on existing standardsFounders
Contributors
UC Interoperability Forum An industry alliance aimed at UC interoperability
Unified Communications Driving Cost Savings and Learning
Improved Productivity and Greater Flexibility for the Global Workforce
Ad hoc collaboration Planning Meetings Customer Meetings Global Development Teams
Usage (June 2010)
Instant Messaging
▪ 137k unique users - 97M messages per month
Online Meetings and Ad hoc collaboration
▪ 135k monthly scheduled meetings
▪ 299k ad hoc desktop sharing sessions per month
Reservation-less Audio Conferencing
▪ 136k monthly audio conferences
▪ 58M minutes of audio conferencing per month
Enterprise Voice
▪ 77k people rely on OCS for all communications
▪ 59 sites, 6.6M calls and 44M minutes /month
Business Value
▪ $1.2M per month from audio conferencing service
▪ $2M per year in telephony support costs
▪ Facilitates $90M per year reduction in travel
Learning
▪ User education drives the experience
▪ Cultural change required to maximize the return
▪ Network planning essential to success
▪ Optimized devices improve user satisfaction
© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a
commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS
PRESENTATION.