How Unified can your Communications be?Communications be?

Geoff JohnsonResearch Vice President

Cisco

Singapore 28 March 2008

New Communication Models Emerge:Many Will Be Disruptive…….Many Will Be Disruptive…….

Today Tomorrow Future

Communications tell you whether

network is

With presence, you can learn whether

participants are

Context and sensors predict collaboration;

are participants accessible

p pavailable

p pamenable

Evolution of Communications Technologies Affects Behaviour and Procurement

2010s

Affects Behaviour and ProcurementCommunications tell you

whether a network is accessible.

1990s

2000s2010sWith Presence, you can learn whether

participants are available.

Context, sensors and social t ki di t ti i t

1980s

1990snetworking predict participants amenability for Collaboration.

1970s

Key Issuesy

1. What is unified communications?2. How should companies evaluate, justify and

use unified communications?3. How can unified communications be used to

communications-enable your business?

Unified Communications — Ultimately Controls ALL Component Communications.p

Buy Unified Communications as a Portfolio of Communications & IT Applications:

Contact Center

PBX IP Telephony and softphone E-Mail, Calendaring and Directory Services Desktop Communications Business Process IntegrationVoicemail Unified MessagingSeparate Conferencing forVoice, Video and Web Converged

g

Conferencing and CollaborationInstant Messaging "Next-Generation Dial Tone," Presence and St t S i f All C i ti

CollaborationMobility

Status Services for All CommunicationsUnified

CommunicationsRich Presence Services (New)Assistant – Intelligent Agent with Notification

………..…and the Vision EndPoint:Management, Control, Analysis of All Communications

Unified Communications & CollaborationValue Propositions.p

StrategicValue Enterprise UC

Improve performance at an enterpriseor department level, on a scale beyond

what is offered by Personal or Group UC.

Value

Processchanging Synergistic

Collaborative UCSupport collaborative and team activity.

Improves the effectiveness of workgroups in

what is offered by Personal or Group UC.

Revenuecreating

UCUC in one area benefits other

areas.TCO

DirectROI

Personal UCGeared towards personal productivity

BundlingImproves the effectiveness of workgroups in

both planned and ad-hoc activities. Leverages investments

acrossmultiple

CO

Geared towards personal productivity.Makes individual's tasks easier and

more effectively accomplished.TacticalValue

Long term value

applications.

Immediate / tangible/quantifiable benefits

Long-term valuefor employeesand customers

Big Picture: IP Telephony Leads Communications-Enabled Business Process

Business ValueE i it

Broad Integration

TransformationalReview: Infrastructure, Platforms, Applications

Knowledge Workers

Reduced human latencyInstant access

Service Exquisite experienceAlways availableReal-time

Horizontal Apps.

Enhanced Collaboration

BasicOffice Workers

PresenceVoice & videoShared

OCS (LCS); SametimeIdentity

Instant accessSkills on tapVoice valetCust. self-help

Real time enterpriseComplete cyclesEveryone

Internet

Basic Telephony

Shared documentsPersonal assistant Unified Comms

yDirectoriesBillingEnterprise apps

pImproved transactions

telephonyP2P = key systemsEnterprise

Voice embedded in IT apps.

Best brand equity

Unified Commsapps.Unified messaging

Enterprise "Skype"PBX replacement

Ease communication; collaboration; IM

Leverage voice into e-mail; directories; enterprise systems

IP telephony infrastructure; VoIP; hybrid PBX migration; VLAN/WAN; QOS; broadband

Communications Procurement Will Changeas the Service Providers' Food Chain Morphsp

ThreatOpportunityWeaknessStrength

Regulated returns, poor partnering skills

Wealthy partner, deep resources

Future as a commodity, utility

Large scale, reliable, ubiquitous

NSPs Fixed, Mobile

Carriers

Must scale for productivity

Master new technology

Volatile contracts, skill retention risk

IT core skills, large talent pool

IT SPs, SIsHP, EDS, CSC

Nimble startups, best of breed

Advance into emerging markets

Innovation, portfolio challenges

Huge "mindshare," well financed

Enterprise Platforms

(MS, IBM, SAP, O l ) marketsg

Weak business channels

Willing mass markets

Unrealistic user expectations

Overwhelming consumer acceptance

Oracle)

*Disrupters*(Google, acceptanceYahoo)

… to Managed Service Portals

Key Issuesy

1. What is unified communications?2. How should companies evaluate, justify and use

unified communications?3. How can unified communications be used to

communications-enable your business?

Unified Communication and Collaboration: Creating an Agile Workplace

R id t i d t k

g g pThe Workgroup Reality: What is Valued?

In an Environment Characterized by:

A h il bil kf• Rapid response to queries and tasks• Local and rapid decision-making• Cooperative decision-making

• A heavily mobile workforce• Cross-continent workgroups• Premium on business cycle

l ti• Cross-workgroup coordination• Custom and flexible problem resolution.• Quickly shifting tasks

acceleration.• Dynamic team creation• Teams that span companiesy g

• Finding the right expertise• 18-hour availability

PresenceVoice CallsFile Transfer

Instant MessagingAudio ConferencingBlogs

Social PagesPredictive MarketsShared Applications

Web ConferenceE-mail

WikisFolksonomies

SchedulingCommunities

IP Telephony, UC and IT Platforms Give New Options: Build a Comms Requirements Matrix.Options: Build a Comms Requirements Matrix.

Categorize Users and Their IT Platforms, Then Build a

Communications and IT solution Set Wired

Solution AlternativesIntelligent Assistant• Calendaringfor Each Category.

For example: An executive, >50% away from desk and <20% away from office,

may require a desk phone,

Wired• Desk Phone• Soft PhoneWireless

• Calendaring• One-Number

Service• Presencey q p ,

communicator, unified communications, wireless e-mail and conferencing

• Cellular Phone • BlackBerry/

Smartphone• Wi-Fi Phone

Employee Categories

Conferencing• Audioconferencing• Videoconferencing

Web ConferencingClass of Employee• Executive• Collaborative

Worker

Time Away From Desk• <20% of the time• 20% to 50% of the time

>50% f th ti

• Wi-Fi Phone• Wi-Fi/Cellular

Phone Messaging

• Web Conferencing

Enterprise IT PlatformWorker

• Contributing Worker

• Mobile Professional

• >50% of the timeTime Away From Office• <20% of the time• 20% to 50% of the time

• Voice Mail• Unified Messaging• Wireless E-Mail• Instant Messaging

• Communicator• ‘Discussion’• Unified Comms

C bl dProfessional • Teleworker

20% to 50% of the time• >50% of the time

• Instant Messaging • Comms-enabled Biz Process

Is Your Cell Phone Already a UC Portal? Yes!UC Partial Feature Set

• Corporate phone: audio & video• Soft client makes cell phone a PBX device

G hi / ft k i t f t PBX f t

Is Your Cell Phone Already a UC Portal? Yes!

p p

• Click-to-call

• IM

• E-mail

• Graphic/soft key interface to PBX features• Vendor-specific requirements: handset & IP-PBX

• Conferencing: audio, video, Web

• Keypad dialer

• Presence

• Preferred contact method

• Contacts

• Corporate directory search + =• Call history

• Voice messages

• File transfer

• Whiteboard sharing

• Preferences

Which Unified Communications Approach Best Fits Your Planning Cycle?g y

Best of Breed

Telephony CentricExtends IP-PBX and Unified Messaging functionality with

Blended Premise -ServicesComplete UC suite that can be on premise or network based, or both. Seamless blending of enterprise & g g y

one-number, mobile phones, soft-phones, and flexible UM access. Examples: Avaya, Cisco, AVST & most IP-PBX vendors

Multiple products integrated into a broad portfolio. Based on strong lead products and partners for other areas. E l Mi ft 0CS

Seamless blending of enterprise & cloud. Examples: ATT-Interwise; BT Converged, Orange Biz Everywhere.

vendorsExamples: Microsoft 0CS, IBM UC2, Cisco UC.

Gartner

Email & CollaborationTightly Bundled UC

Hype-Cycle

Email & CollaborationBased Approach

Tightly Bundled UCVery full and integrated UC suite built into a media server. Lacks email and some PBX functionality. Examples: Nortel 5100, Siemens OpenScape InIn CIC

Extends Email and web-collaboration with IM, Presence and a unified client: Microsoft

Siemens OpenScape, InIn CIC. Exchange & LCS, IBM Notes & Sametime.

TechnologyTrigger

Peak of InflatedExpectations

Trough of disillusionment

Slope ofEnlightenment

Plateau ofProductivity

Key Issuesy

1. What is unified communications?2. How should companies evaluate, justify and use

unified communications?3. How can unified communications be used to

communications-enable your business?

Unified Communications & Collaboration: Promoting Workplace Biz Process Agility.g p g y

Lo Business Cycle: Enterprise Process Chain oan

NeedApproval

Business ProcessIssues

ApprovalProblems

WithC i tiWithout

Presence + IMPresence-enabled Find-Me

Communications-enabled Applications

Presence + Email Presence + IMPresence enabled Find Me Presence + Email

Enterprise Information Chain

Business Case for Unified Communications.• UC and communications enablement business case is about:

- Productivity improvementoduc y p o e e- Business process acceleration- Operational improvements- Competitive necessity

And the tools to measure theseCompetitive necessity

- Changing the way people and businesses communicate• The real value is in "discovering" new ways to work together.• Business units and individuals not central IT generate the requirements• Business units and individuals — not central IT — generate the requirements.• Justification should be based on a few primary benefits per user group/type:

- Don't justify with a complex business case; it's unconvincing and unlikely to succeedto succeed.

Organizational Change Should Lead Technology Change: NOT Lag Behind It!!!gy g g

Availability Maturity

1970s 1980sAvailability Maturity

1998 2008Availability Maturity

2005 2015Availability Maturity

2010 2020

chno

logy

Tec

NetworkOrg.

Voice

Data

D t

Voice

Network Org.

D t

Voice

Network Org.

Apps Org.

Voice + Apps Org.

Org

aniz

atio

n

DataData Data

• Separate data / voice networks

• Dedicated voice

• Unification of voice and data

• Mainly a replacement

• Primarily focused on amalgamating traditional means of

• Business application and process integration

• Significant process

CEBP = Communications Enabled Business Process

devices with limited feature / function enhancements

communication (e.g., conferencing, messaging)

improvements anticipated

Conclusions:

• Emerging Unified Communications and Collaboration (UCC) will ultimately become aCollaboration (UCC) will ultimately become a set of tools used control ALL component communications.

• Consider Unified Communications as a necessary toolset on the way to Communications-Enabled Business Process.

• Communications-enabled businesses process ill h L d th th twill happen: Lead rather than react.