w&m 2009 – ip voice mobility for the enterprise

IP Voice Mobility for the EnterpriseIntegrating Enterprise Mobility with UC

Michael Womeldorph, Director of Product MarketingConverged Enterprise Communications Division, Motorola

12 May 2009

MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2009

What is Voice Mobility for the Enterprise?Solving Enterprise ‘Islands of Communication’

Traditional View Motorola Focus

Definition Extend Office UC from PC/Deskphone to Mobile

Unify Critical Communications in Operations

Workers White collar/professionalHourly worker in retail, distribution, healthcare, manufacturing, hospitality…

Goal Productivity and responsiveness

Devices Desk sets, Smartphones, softphones, PDA, m-email

Desk sets, VoWiFi, PDA, m-email, pagers, 2way Radios

Communication Services

Telephony, IM, Visual VM, Conferencing, Presence, email

Telephony, texting, email, PTT; tie in radios, alert systems

ROI “Soft” “Hard”


Voice Mobility for the Enterprise -- Unifying Operational Communications

•Telephony via PBX– Supplemental Services, not just calling– SIP-based– Integrate with Existing Infrastructure: PBX, LAN, WLAN, etc.

•Push-To-Talk– 100s of call groups– Floor control– Private PTT– Integration with the installed base of millions of radios

•VoWLAN with QOS, Security, Mobility & Cellular•Mobile email, calendar, contact, task sync•Text Messaging•IM


Key Impediments to Voice Mobility for the Enterprise

Impediments

• Mobile basics– Voice quality– Mobility (drop when roaming)– Text/message continuity– Battery life– Durability– Support & Service

• Device support• Fragmented UI –an

applic. on phone• Beyond communications• ROI

Implications

• Get the basics right

• Integrated UI• Support

applications• Support diversity

of form factors• Focus on verticals

and hard ROI


Driving Voice Mobility for the Enterprise

• VoWLAN needs be excellent

– Voice quality

– Security

– Mobility

– Battery life

• Handoff has to work

• Experience needs to be integrated

• Deployable via enterprise only

• No rip & replace – including WLAN, PBX, radios

• Either a hard ROI or so easy & low cost it’s not a hurtle


Driving Voice Mobility for the EnterpriseThe wireless infrastructure has to be Real

From the access layer to the core, build end-to-end wireless networks with Motorola Wireless Enterprise Network solutions

One Point Wireless Suite

Wireless Broadband

VoiceSecurityIndoor / Outdoor

WLAN


Driving Voice Mobility for the Enterprise Wireless Network Architecture

Indoor / OutdoorWLAN

HQ

INDOOR / OUTDOOR WLAN

WLAN Controllers / Switches

Secure & Resilient

Scalable

Easy-to-use

802.11a/b/g/n SMART Meshing Access Points

n For Backhaul / Laptops

a For Voice

b/g For Legacy Data

Embedded Location Engine

Architecture Flexibility

Independent

Dependent

Adaptive




HQ

Wireless Broadband

WIRELESS BROADBAND

Point-to-multipoint

Connect Facilities & Sites Within a Campus or Municipality

LOS & NLOS

Point-to-point

Replace T1/E1

Connect Sites Across Long Distances(155 miles)

LOS & NLOS

LOS = Line-of-sightNLOS = Non Line-of-sight



SECURITY

Gap-free

Wireless Intrusion & RogueDetection / Elimination

Wireless (L2-7) Stateful Firewall

4-factor Access Control

Identity

Role

Location

Policy Compliance (NAC)

VPN


HQ

Wireless Broadband

Security


Driving Voice Mobility for the Enterprise Voice Communications Infrastructure

VoWLAN Architecture Principles

• High quality voice– Modern WLAN - QOS via WMM– Rapid handoffs – pre-authenticate– Telephony and Push-To-Talk

• Ensure mobility with seamless roaming between APs, subnets, cellular/WLAN

• Non intrusive overlay – no rip & replace

– Interoperate with many PBX brands– Connect to all – even radios

• Multimodal – Voice, PTT,email, txting

• Mobilize Key Back-office Apps • Secure: encrypt voice over the air

and encrypt signaling end to end• Diversity of devices – MCs, phones

Internet

Voice Solution

Existing PBX and WLAN

WLAN

IP-PBX / TDM PBX

PSTN

Firewall

VoWLANSmartphone

Line of BusinessApplic. Servers

Email

Customer Premise

Key IT ServersDHCP, DNS, AAA

Voice Feature Server

Management server

Radio Link


Wireless Broadband

Voice

Security


How Voice Mobility drives Enterprise Value

Retail •Customer hits call box, auto text/call to mgr phone/radio

•Customer has question on item; system routes call to expert in contact center

Healthcare •Nurse gets alerted on phone from heart monitor, nurse calls patient in room

Distribution •Voice “picking” of inventory with count going into ERP system

Manufacturing •Process outside control points, alerts to mgr, escalation around response time

Hospitality •Housekeeping enters ticket for room maintenance, routed to Maintenance, after fixed front desk gets notified


Retail Application

Home Store Plumbing Sales Associate

Current Communication GapsCurrent Communication Gaps

Business/Operations NeedsBusiness/Operations Needs

Two-way radios– Two-way radios for short brief

conversations only and are for internal “party-line”; some associates tune out

– Two-way radios don’t have telephone connectivity – need to go to a phone to take outside calls

Overhead paging– Distracting to shoppers– Doesn’t assure that intended party

has been reached Voice only VoWLAN or Cordless Solutions– Limit communications to voice only– Group calling PTT capabilities

limited– PTT set-up not instantaneous

Customer Service– Incoming customer phone requests– In-store (on floor) responsivenessMaximizing employee productivity– Ability to immediately reach

appropriate staff

Motorola’s TEAM SolutionMotorola’s TEAM Solution

Maximize floor time– No time needed off the floor to

take/make calls– Answer a customer call from the

retail floor– Mobile access to corporate

communication tools enables workers to manage “desk” tasks on the floor

– Provide customer with contractor information on the spot

Optimize reachability– Customer – Associate

communications (PBX)– Customer can reach Phil directly

with questions– Associate – Associate

communications (PTT or PBX)– Phil can quickly find hardware

assistance for a customer in the store

Enable new capabilities – inventory look-up, price checkHigh Performing devices with industry leading:– Battery life (Multi-shift)– Voice quality


Healthcare Application

RN in hospital maternity ward



Overhead paging– Disruptive– Public– Doesn’t assure that intended party

has been reachedStationary phone– Communication away from the point

of activity– Requires time away from main dutiesVoice only VoWLAN or Cordless Solutions– Voice only– Limited group calling PTT

capabilities– PTT set-up not instantaneous– Inability to integrate call flow with

operations processes

Productivity

Balance – urgency, privacy, assurance

Patient Care – Faster recovery/improved outcomes


Less time spent playing phone tag and going back to the station to make/return calls

– Samantha can make/receive calls while making rounds

– Contact the doctor when its “time”

– Respond to an urgent patient request

Higher voice quality shortens call time; reduces risk of misunderstanding

Mobile access to voice & data applications enables users to gather/validate critical information on the spot

– Verify drug contraindications while calling a prescription in to the pharmacy

Sealed rugged device that can be wiped clean

High Performing devices with industry leading:

– Battery life (Multi-shift: 8-10 hours talk time; 170-200 hours standby)

– Voice quality


Manufacturing Application

Manufacturing Engineer, Industrial Goods

Manufacturer



Overhead paging– Disruptive– Public– Doesn’t assure that intended party

has been reachedTwo-way radio– Cannot reach or be reached by

people on phonesStationary phone– Operations requires users to be

frequently away from desk, therefore out of touch

Voice only VoWLAN or Cordless Solutions– Voice only; 2nd device for data– Limited group calling PTT

capabilities– PTT set-up not instantaneous

Improving productivity and qualityRapid response to line down or line at risk situationsCollaboration to improve operational processesConstant mobility for engineers, technicians, supervisors… on campus


Reach the right people, wherever they are immediately

– Chuck can be alerted immediately of an issue in another part of the plant

– He can call for further assistance on the spot

Reach the right people immediately

– PTT Group call to support team

Maximize floor time

– Chuck can make/receive calls while managing activity on the floor

Access key data and applications (even during a voice call)

– Scorecard metrics reported real-time

Rugged, sealed devices for challenging environments

Multi-shift battery life

High voice quality in a noisy, harsh environment reduces risk of misunderstanding


Hospitality Application

Hotel Housekeeping Associate


Business/Operations NeedsBusiness/Operations Needs Motorola’s TEAM SolutionMotorola’s TEAM SolutionMeet AnnaMeet Anna

Customer Service– Personalize the guest experience– Respond real time to requestsMaximize employee productivity– Ability to centrally manage and

allocate resources – from anywhere– Ability to immediately reach

appropriate staff

Two-way radio– Cannot reach or be reached by

people on phones– Coverage can have gapsCell phones– Limited to managers given cost– Potentially distractingVoice only VoWLAN or Cordless Solutions– Voice only; 2nd device for data– Limited group calling PTT

capabilities– PTT set-up not instantaneous

Protect guest privacy with 1-to1 Push-to-Talk option

Reach managers anywhere on campus

– Freedom for managers to roam the facility and engage with guests or supervise employees yet still be reachable

– Easy call transfer: manager is on another internal extension rather than a cell phone

Reach the right people immediately

Front desk staff and management can use a single system for both dispatch of maintenance, housekeeping, bell staff as well as telephone interaction with guests and restaurants, spa and other depts with phones

Call additional staff to check in for large groups; move staff to where the queue is

Reach specific groups or departments with PTT talk groups

Enable new capabilities with custom application (leverage Windows Mobile)


Thank You

w&m 2009 – ip voice mobility for the enterprise

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