voip wired, wireless, everywhere� an enterprise perspective
DESCRIPTION
Organizations will derive increasingly greater value from VoIP as their implemenation of converged communications evolves. Get an enterprise perspective on VoIP.TRANSCRIPT
Global Technology Services
May 1, 2008 © 2007 IBM Corporation
VoIP Wired, Wireless, Everywhere
… An enterprise perspective
Marisa Viveros
Vice President
IBM Integrated Communications Services
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
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
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
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
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
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
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
§
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:
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
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
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
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
Global Technology Services
© 2007 IBM Corporation14 InterOp Conference, Las Vegas May 1, 2008
Thank you!