Web 2.0 - The Platform for Enabling UC

The Web 2.0 Platform - Enables “real-world” unified communicationsA place to launch software, ready for outside development (APIs), leveraged for

different uses than the original design, ready for participation

Provides Unparalleled Freedom of AccessDesktop - Windows, Mac or LinuxMobile - downloadable client, browser basedBlurring the lines between desktop and web clients

Web 2.0 Mash-ups “UC Mash-ups” - easy method for improving communications and collaboration

by connecting different applications

Architecture of participation where the value of components is based on how connected they are to other systems

UC - a Capability not a Product

UC From the User’s Perspective

UC at its best provides communications in contextAny device

Any location

Any time

Any application

. . .

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Voice Services

Applications

IM, Presence, etc

Social Networks

UC From the Enterprise Perspective

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Organizations have a huge investment in voice systems whose lifetime is dictated by depreciation schedules

So this is not a likely UC upgrade strategy

UC has to add value to existing systems – not create another stovepipe

This is the big constraint on UC deployments

SalesForce.com Mashup

Getting to UC A Perfect Job for Web 2.0 Mashups

Mashups From Wikipedia

". . . a web application that combines data from more than one source into a single integrated experience"

". . . easy, fast integration, frequently done by access to open APIs . . . "

"An example - the use of cartographic data from Google Maps to add location information to real-estate data"

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UC/Web 2.0 Customer Case Study

A Fortune 50, global financial services firm

Solution Requirements

Reduce Communications Costs Collapse voice and data networks to reduce operating expense

Virtualize multi-vendor PBXs and UC systems into a cohesive, centrally managed network service

Voice and presence become vendor agnostic, web services

Increase Sales Effectiveness Embed voice into CRM system to streamline sales process

Desktop and Mobile AccessDeliver multi-vendor voice and presence in browsers

UC/Web 2.0 Customer Case Study

Financial ResultsReduced annual telephony costs by 66%

Direct operating savings of $12M annually

Technology investment paid back within nine months

The ROI over the first two years is 200%

Cost Savings

Sales Effectiveness ResultsBroker starts the day with a set of recommendations CRM system finds interested clientsBroker clicks to call client If client answers broker speaks to clientIf call goes to voicemail the system automatically leaves a customized voicemail recorded earlier by the broker

Broker’s time is with live clients - not in voicemail Automated Sales Workflow

Why Web 2.0 for UC A Majority of the Architecture is in Place

This model, combined with Web 2.0 development technology, is ideal for delivering “UC” capabilities to users

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Application Server

Web 2.0 REST, AJAX, JSON, . . .

Legacy Applications and Data

HTTP

The web solved the application integration problem through an

SOA architectural model

Application Server

Web 2.0 REST, AJAX, JSON, . . .

Voice and UC Servers

SIP HTTP

Current Web Application Architecture Web 2.0 Builds on the Web Architecture

Why Web 2.0 for UC A Majority of the Architecture is in Place

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Need Web 2.0 APIs into the existing voice infrastructure

REST APIs will give you flexibility, extensibility and controlREST - A simple interface that defines how resources are addressed over HTTP without an additional messaging layer such as SOAP

PBX/UC vendors may supply them

Or you can get UC middleware which provides Web 2.0 APIs across vendors

Application Server

Web 2.0 REST, AJAX, JSON, . . .

Voice and UC Servers

SIP HTTP

Ubiquitous

Why Web 2.0 for UC It Delivers a Ubiquitous, Low Cost UC Experience

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CTI JAVA Web

Num

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f Dev

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Low Cost

Cost

of D

evel

oper

s

Mobile Devices

Advanced Web Client (Ajax)

Standard Web Client (HTML)

Windows Desktop Clients

Apple Desktop Clients

Linux Desktop Clients

Web 2.0 makes it easy for web developers to embed UC capabilities into applications

Why Web 2.0 for UC The Innovation is a Continuum

Web Services

Web 2.0 APIs

Java Developer

Gadgets & Widgets

Web Developer

Power User

Google Gadgets and IBM sMash widgets are pre-written HTML and JavaScript objects (AJAX) that make it possible for users to quickly build or customize web applications

Components make customization fast, simple and affordable

Skill Level

Web 2.0 - The Platform for Enabling UC

The Web 2.0 Platform - Enables “real-world” unified communications

Provides Unparalleled Freedom of AccessDesktop - Windows, Mac or LinuxMobile - downloadable client, browser basedBlurring the lines between desktop and web clients

“UC Mash-ups” - easy method for improving communications and collaboration by connecting different applications

Provides an Architecture of participation where the value of components is based on how connected they are to other systems