voip wired, wireless, everywhere� an enterprise perspective

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Global Technology Services May 1, 2008 © 2007 IBM Corporation VoIP Wired, Wireless, Everywhere An enterprise perspective Marisa Viveros Vice President IBM Integrated Communications Services

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Organizations will derive increasingly greater value from VoIP as their implemenation of converged communications evolves. Get an enterprise perspective on VoIP.

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Page 1: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

May 1, 2008 © 2007 IBM Corporation

VoIP Wired, Wireless, Everywhere

… An enterprise perspective

Marisa Viveros

Vice President

IBM Integrated Communications Services

Page 2: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation2 InterOp Conference, Las Vegas May 1, 2008

Market Update

Source: Forrester, Enterprise Network And Telecommunications Survey, North America and Europe, Q1 2007

Timeframe for IP Telephony Migration

Completion

0%

20%

40%

60%

80%

100%

2007 2008 2009 2010 2011 2012

North America Europe

% of the Worldwide Workforce That Is

Mobile

24.8%25.7%

26.8%27.9%

30.4%29.0%

20%

22%

24%

26%

28%

30%

32%

2006 2007 2008 2009 2010 2011

Source: IDC, "Worldwide Mobile Worker Population 2007–2011 Forecast", December 2007

Drivers

� Real-time collaboration is a business imperative

� Mobile employees require anytime, anywhere access to data, voice & video on multiple devices

� Rising communications costs (voice and data networks represent 17% of IT spend1)

� Legacy networks restrict essential regulatory compliance

� Mergers & acquisitions force CIOs to unify communications environments

� Attracting & retaining talents

� Improve Customer Services

Page 3: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation3 InterOp Conference, Las Vegas May 1, 2008

Degrees of Mobility

Different environments and tasks require different devices

Required functionality

� Secure real-time collaboration

� Single phone number reach

� Rules based call routing

� Single Unified Messaging

� IM and phone presence

� Instant Messaging

� Click-to-Call/ Conference

� Click-to-Video Call/ Conference

� Web conferencing

Mobile phonesInside campus

Cell phone users:� national� international

Notebook users in:� campus

� home office

� on-the-road: hotel, airport,..

Smartphone users in:� wireless campus

� wireless home office

� on-the-road

Page 4: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation4 InterOp Conference, Las Vegas May 1, 2008

Complexity Impacts Business Productivity

…Results inDelays and

Missed Deadlines

…Unable to Reach

Coworkers onFirst Try…

…Have to UseMultiple Methodsof Reaching Coworkers…

Devices and ApplicationsProliferating…

EmployeesIncreasingly Mobile…

DailyDaily

Monthly

Types of DevicesTypes of Devices

Traveling per Month

Daily

Page 5: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation5 InterOp Conference, Las Vegas May 1, 2008

Benefits must = business value

Business value

Infrastructure value

BusinessApplicationsIntegrationIP Telephony

Real-timeCollaboration

Organizations will derive increasingly greater value as their

implementation of converged communications evolves

Unified Messaging IP Contact Center

Industry solutions

Competitive business modelsenabled through the integration of new converged communications capabilities leveraging all forms of information for anytime, anywhere decisions

Innovation

ContactCenter

Advanced contacts centers helping to deliver improved customer service.

IP telephony solutions

VoIP

Converged communications enabled network and IP switching capability providing: Lower TCO, increased flexibility and resiliency Unified

Messaging

Powerful collaboration capabilities, built on integrated voice, data and video applications delivering improvements in employee effectiveness and productivity. Collaboration

solutions

VideoCommunication

Page 6: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation6 InterOp Conference, Las Vegas May 1, 2008

Converged Communications

IBM IP Communications Reference Architecture

Private Public

Networks

IT Services Management

Security and Privacy

Industry-specific Processes Services

Design, Development and Deployment -Tools Common Business Processes Services

Asynchronous

Collaboration

Services

Contact Center Infrastructure

Services

Communications Applications Services

Real-Time

Collaboration

Services

User

Management

Services

Data

Management

Services

Infrastructure Support

Services

Speech

Services

Content Dist.

Services

Federation

ServicesApplication Support

Services

Voice

Services

Session

Services

Audio

Services

Infrastructure Access Services

Presence

Services

Video

Services

End User

Page 7: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation7 InterOp Conference, Las Vegas May 1, 2008

Savings and revenue benefits

� Eliminate the costs of multiple networks, sets of

equipment, management applications and resources

� Reduce and eliminate toll fees and international call

charges for intra-company calls, faxes, audio conferences,

etc.

� Enhance employee productivity through better

communications management, mobility and choice of

devices

� Enhance customer service capabilities through audio,

video, image and web services

� Make geographically separated teams can work as if they

were in the same room, reducing travel expenditures and

shortening the time to solve business problems

Page 8: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation8 InterOp Conference, Las Vegas May 1, 2008

Security and privacy

Security must be designed and built in – not bolted on as an afterthought:

Resource Protection

Access Control

Policy Assurance

Protect computers and network

� Know the connected devices

� Prevent malicious network access

� Defend against viruses

� Respond to attacks

Protect users, applications and data

� Know the authorized users

� Control what users can see and do

� Secure transactions and data

� Make security transparent to users

Protect privacy and reputation

� Meet regulatory compliance

� Enforce corporate policies

� Provide integrated audit trail

� Manage security risks

§

Page 9: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation9 InterOp Conference, Las Vegas May 1, 2008

Securing the mobile real-time collaboration

Mobile users need to be:

assure that service stays available� Service protection

intrusion detection and prevention� Threat prevention

keep data and voice transmission secure � Encryption

secure workstations and the intranet � Firewalls

who can access what?� Access control

what is allowed/ not allowed/ by who?� Policy

what the user does/ did? � Accounted

what the user can do? � Authorized

who the user is?� Authenticated

Functions that need to be included into mobile real-time collaboration solutions:

Page 10: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation10 InterOp Conference, Las Vegas May 1, 2008

Empowering Teams

� Information access: price, products, inventory

� Employee self-service, e learning

� Communication and collaboration

Satisfy Customers

� Self-service: info. access, transactions

� Self-checkout, kiosks, wireless access

� Advanced payment techniques� Cross-channel transactions: buying, fulfillment, help

Motivate Customers

� Leveraged customer insight� Brand loyalty and marketing execution� Cross-channel marketing and promotions

Expert Managers

� Performance management, exceptions, and alerts

� Training and development� Task management and communication

� People management

Streamlined Operations

� Optimized processes� Technology management

Business value will be generated as standalone applications become integrated communications

Page 11: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation11 InterOp Conference, Las Vegas May 1, 2008

Integrated banking and financial services leaderIBM Converged Communications Services

When their existing call center solution reached its limit in

growth and flexibility, a leading international bank wanted to

design and deployed an intelligent VoIP communications

system that would seamlessly integrate the telephone into the

bank’s operations. The new environment meets existing

requirements for customer service, and provides the

foundation for several innovative, and highly competitive,

business and client services.

Leading European bank improves call center services and builds competitive advantage

Voice over IP – foundation for the intelligent

call center

Page 12: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation12 InterOp Conference, Las Vegas May 1, 2008

Healthcare provider

IBM Converged Communications Services

Designed and deployed a communications solution that

supports a suite of health services with videoconferencing,

data, voice and wireless technologies over a single

physical infrastructure. The solution enables the

healthcare provider to offer anytime, anywhere

health services to patients regardless of geographic

location, improve communications and reduce

videoconferencing.

Healthcare company delivers high-quality care over vast distances

High-quality patient healthcare—anytime,

anywhere

Page 13: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation13 InterOp Conference, Las Vegas May 1, 2008

Critical success factors in VoIP

When deploying a project:

� Business process change

� How to assure security and privacy

� How to assure compliance

� internal and regulatory

� Resiliency

� How to provide secure, reliable mobility

� Standards

� ROI

� Hosted vs. in-house

Page 14: VoIP Wired, Wireless, Everywhere� An enterprise perspective

Global Technology Services

© 2007 IBM Corporation14 InterOp Conference, Las Vegas May 1, 2008

Thank you!