unified communications and voip trends briefing

EMERGING TRENDS IN ENTERPRISE UC / COMMUNICATIONS

Presented by:Don Gulling, CEO, Verteks Consulting

Twitter:@dongulling LinkedIn: www.linkedin.com/in/dongulling

Verteks Consulting Company Background• Eighteen+ Year History

– Incorporated in January, 1997– Veteran Owned Business

• Premier Technology Partners– ShoreTel Gold Certified Partner– Microsoft Certified Partner– Hewlett Packard Business Partner– VMware Professional Partner– Ruckus Certified Partner– WatchGuard Gold Partner

• Extensive IT, VoIP, and Contact Center Experience – Over 420 ShoreTel Sites Supported– Experience in complex deployments with IVR,

Call/Screen Recording, and Work Force Management• Responsive Support

– Guaranteed service levels, 24x7x365


Enterprise Unified CommunicationsKey Trends

1. Virtualization

2. Collaboration

3. Mobility

4. Application Integration

5. Business-Enabled Communications


Flexibility of Deployment

Ease of Administration

Trend: Virtualization

Flexibility of Architecture

Low Total Cost of Ownership

Virtualization Trends / Benefits

• Leverage virtual infrastructure customers already own and operate

• Mix and match hardware-based and virtual appliances in a single network – managed through the same admin interface

• Extend existing business continuity practices (VMware HA, VMotion) or take advantage of ShoreTel’s N+1

• Increase phone, SIP trunk and IPT feature capacities per switch

Brilliantly Simple


Flexibility of Architecture: Hybrid Virtualized

OptionalVoiceSwitches

PrimaryServer

ITSP

Headquarters and/or Data Center Phones and Devices

ShoreTel Distributed Architecture

Director

Remote Location

WANMobile Devices*

IP Phones

VPN Phones

ShoreTel Dock*

DECT Phone

Analog Devices

Softphone

Communicator

Client Software for Mac, PC and Mobile Devices

Back-upServer

Browser-based Administration

PSTN

PSTN* Requires ShoreTel Mobility

Communicator

Teleworker

Communicator


Leverages existing investment in VMware or Microsoft Hyper-V to

reduce or eliminate new hardware

purchases, simplify administration, and

improve resilience and disaster recover

capabilities.

Conferencing , Instant Messaging & Desktop Sharing• Users Favor an Integrated Experience

• Integrated into Management and User Applications• One Click Conference Scheduling for Outlook

• Can Be Centralized or Distributed• Site-based: centralized or distributed• Virtual or appliance-based• System-based monitoring and reporting• System wide, floating licensing• Overload protection and fail-over

• Integrated Applications are Growing• Scheduled, reservation-less conferencing• Immersive audio conferencing• Simple desktop sharing• Secure enterprise IM• Multimedia recording

Trend: Collaboration


When email is not fast enoughIM offers spontaneous, presence-enabled communication

More complex problems demand phone calls & conferences with team members

Conversations become collaborations with web-based desk top sharing

Trend: Step-by-Step Collaboration


• Cost effective way to enhance customer response, accelerate decision making

• Standards like XMPP growing - work with third party clients such as IChat

• Encrypted communications, Instant messaging privacy to secure your data

• Multi-party IM and offline messaging to cover all situations

Trend: Internal Corporate Instant Messaging


Often key contributors are not available immediately.

Scheduled meetings with one click in Outlook--

or use the a web-app alternative.More ‘clientless’ capabilities across the Enterprise.

One-click conference scheduling boosts group productivity


• Attendees quickly join the desktop sharing session by clicking on one web link and with no download

• Attendees call in or are called by the system automatically

• Leading systems support both Windows and Mac

• “Table Stakes”? – Must share PowerPoint, images and movies, and easily record conferences

Collaborate easily with shared desktop views


Source: iPass Global Mobile Workforce Report

72%

Average number of devices carried by mobile workers

Mobile workers with tablets

Additional hours spent working by mobile workers

25%

3.5

Trend: Mobility Usage Increasing


The seamless extension of unified

communications applications and

infrastructure to mobile devices, enabling the

same capabilities as available on PCs and desk

phones, from anywhere, on any network

How Does ShoreTel Define Enterprise Mobility?


• Multi-Vendor Support• Centralized Control• Security• Ease of Management

and Support

IT Management CxO Users

• Ease of Use• Multi-Modal – Voice,

UC, IM, Email/PIM• Support for BYOD

• Low(er) TCO• Cost Savings• High User Productivity

Mobility Needs For Different Stakeholders


Reduce international roaming charges by 30%-80%• Leverage VoIP over Wi-Fi and VoIP

over 3G/4G

Eliminate cellular international direct dial charges• Leverage enterprise PBX least cost

routing

Reduce cellular minutes and move to lower tier plans• Automatic and dynamic

network selection

Reduce mobile device costs• Leverage employee-owned mobile

devices (BYOD)

Eliminate secondary deskphones and associated support

Trend: Leverage Mobility for Cost Savings


• Hybrid client interface• Native interface for “pre-call” user experience• Enhanced “mid-call” experience

• A single, unified, communications app• Voice, IM/Presence, Security

• Consistent user experience on any network

Experience the phone as you already know how – no learning curve

Mobility Requirements: simple, rich and easy to use


• Extension dialing• Transfer, hold• Enterprise conf.• Do Not Disturb

• Personal dial• VoIP over Wi-Fi, 3G/4G• Automatic handover• Corporate directory access

(LDAP, ShoreTel Directory)

• Desk transfer/retrieve• Simultaneous ring• Visual Voicemail• Business dial

(dial via office)

Required - Rich, “Deskphone” Capabilities


• Outgoing calls – cellular caller ID displayed

• Incoming calls - route to cellular voicemail

• Automatically recognizes personal contacts

• Outgoing calls – desk/enterprise caller ID displayed

• Incoming calls – routeto enterprise voicemail

• Default mode

POLICY CONTROLAdmin policy controlled groups

and/or users can be enabled for personal calling

Personal calls Business calls

Single device, dual persona


The next BIG THINGin Apple handhelds…

A place toUNHAND them

Availability and feature functionality may vary

ShoreTel Dock--the first desk phone for the mobile generation

Trend – Hardware Extenders Like the ShoreTel Dock


Enterprise Presence and IM on mobile devices – Remember, Same Capabilities Across Devices and Platforms


Designed from the ground up for tablet users


Tablets aren’t just ‘toys’ anymore – BYOD means that workers are using rich web apps to take their work, and their communications platform, with them.

Extension Assignment Call Handling Mode Visual Voice Mail

Trend: Integrated Desktop Control into Mobile


• Video calls between mobile devices and desktop users

• Wi-Fi, Cellular Voice, Reverse-Dial and Video• When enabled, Video option also appears in:

– Favorites– Employee Directory– Buddy List– Recents– Contacts– Messages– Voicemail

Trend: Corporate Video On Your Mobile Device


Trend: Enterprise Wearables


ShoreTel Mobility with Apple Watch means it’s never been easier for the mobile pro to stay connected• Ability to place an enterprise call

across Wi-Fi, cellular, or cellular data access to corporate favorites

• One tap join to corporate meetings• Ability to view and respond to secure

corporate instant messaging by selecting from a predefined set of responses or by speaking into the Apple Watch

• Ability to view and update enterprise presence

• Ability to answer/reject incoming enterprise calls, or easily redial a missed enterprise call.

• CRM integrations with most popular apps

• Enhanced and custom reports

• Advanced and emergency call handling

• IVR enhancements and campaigns

• Workforce management integration

• Cost recovery and account management tools

• Custom application integration

Trend: Application Integration


Feature rich softphone and complete Salesforce.com Integrated and delivered from the cloud

• Screen pop upon call arrival• Click-to-dial to make calls• QuickDialer directory lookup• Call logs with agent notes & call results• Salesforce report & dashboard • Cloud application & zero install• All platforms & browsers

Trend: Business Enabled Communications Processes


• It’s the difference between knowing who made the most calls to now who made the right calls?

Actionable Business Intelligence


Enterprise Unified CommunicationsKey Trends - Summary


• Virtualization• Reduce hardware costs, improve resilience, simplify

administration• Collaboration

• Empower teams to work together anywhere, anytime, any medium (chat, screen, audio)

• Mobility• Any device, anywhere, all Enterprise capabilities

• Application Integration• Link communications to critical information, improve agility,

enhance customer support• Business-Enabled Communications

• Connect people to the right resources quickly, use business rules to manage interactions

THANK YOU!Don Gulling, CEO, Verteks Consulting

www.verteks.com
