W H I T E P A P E R

V o i c e T r a n s f o r m a t i o n : T h e P a t h t o U n i f i e d C o m m u n i c a t i o n s

Sponsored by: AT&T

Amy Lind Courtney Munroe

November 2012

I N T H I S W H I T E P A P E R

Enterprise voice communications is undergoing a radical transformation, shifting from

an industry defined by the PBX equipment employed for decades that enabled basic

calling services to an applications-focused IP-enabled communications ecosystem.

This ecosystem provides the foundation for enterprises to engage in an increasingly

social, mobile, and global society, with converged applications that address internal

issues such as cost efficiency and time to market as well as redefine relationships

with business and consumer customers layered on top.

This IDC White Paper analyzes the transformation of voice from legacy solutions to an

Internet Protocol (IP)-based platform where voice over IP (VoIP) is positioned both as

one of the essential applications enabled by this transition and as a critical building block

paving the road to unified communications (UC). IP is the underlying foundation enabling

the transformation to converged solutions, with Session Initiation Protocol (SIP)

connecting VoIP transport services with applications and the key enabler allowing

applications to integrate with the network. This paper also outlines the challenges

enterprises face in migrating to an integrated, all-IP environment and presents strategies

they should consider to successfully transition to unified communications, based on their

business objectives and existing IT infrastructure. It also discusses AT&T's Business

VoIP and UC solutions portfolios and includes case studies that highlight AT&T's ongoing

experience working with customers on transforming their voice communications.

S I T U A T I O N O V E R V I E W

T h e E v o l u t i o n o f E n t e r p r i s e V o i c e

Enterprises are relying on technology more than ever to control costs, manage complexity,

and generate productivity gains. Yet technology elements — often devoted to solving a

specific need — have become overwhelming to maintain and are frequently underutilized.

Nowhere is this more evident than in the voice technology arena where past and present

choices involving legacy and emerging systems still lay strewn across many enterprises.

Further driving complexity are the rapid expansion of the virtual workforce, the growing

enterprise demand to connect devices and users across multiple geographies, and the

need to integrate many disparate vendors to make services and applications available

enterprisewide. It is the promise of reducing this complexity and gaining the business

advantages of newly converged, presence and voice-enabled applications that leads

many enterprises to embark on the path to unified communications.

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The transformation of voice from traditional TDM to more sophisticated IP-based

unified and mobile-centric services means that the future growth of voice will come

from integrated voice and data solutions and fixed mobile convergence (FMC)

services. TDM-based voice solutions will continue to play a role in the wireline voice

market. However, as Figure 1 illustrates, innovation, investment, and growth will

increasingly favor VoIP services over TDM, with VoIP services revenue experiencing

a five-year compound annual growth rate (CAGR) of 17.6%, compared with a -9.3%

CAGR for TDM voice.

F I G U R E 1

U .S . E n t e r p r i s e W i r e l i n e Vo i c e Re venue b y S egmen t , 2 0 11–2016

Source: IDC, 2012

Many enterprises have implemented or are considering implementing VoIP, a crucial

step toward opening the door to an integrated voice and data applications

environment. The pace of VoIP adoption varies depending on an enterprise's

business objectives and existing IT infrastructure. According to IDC's 2011 WAN

Manager Survey, VoIP usage is gaining momentum within the enterprise. More than

80% of respondents said their organization has deployed VoIP, up from 74% in 2010.

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©2012 IDC #237468 3

For many, deployment of VoIP begins in the WAN where toll bypass capabilities help

reduce long distance calling expenses, especially intercontinental calls. As Figure 2

shows, VoIP over corporate WAN is the most widely deployed solution across all

business sizes, while one-fourth of respondents have deployed a hosted VoIP

solution. Of the one-fourth of respondents that have deployed an onsite IP PBX

solution, 42.9% reported that they have implemented SIP trunking. Additionally, 36%

of respondents with SIP trunking said they currently use UC and a further 28% plan to

use it within the next year, supporting the notion that SIP investments go hand in

hand with UC planning and deployments.

F I G U R E 2

C u r r e n t V o I P D e p l o y m e n t s

Q. What types of voice over IP service does your organization currently use?

n = 810

Note: Multiple responses were allowed.

Source: IDC's 2011 WAN Manager Survey

Premises-based solutions have garnered much of the mindshare to date, yet

businesses of all sizes are exhibiting a growing interest in hosted, cloud, and

managed solutions. Such solutions require minimal to no up-front capital

expenditures, thereby providing immediate cost savings that are well suited to today's

uncertain economic climate. In addition, hosted/cloud or managed models offer a

greater degree of flexibility and functionality than is available with TDM-based voice

services, an important differentiator for businesses competing in today's increasingly

complex, global, and rapidly changing business environment.

Many businesses are also embarking on the migration path from legacy, TDM voice

services to VoIP solutions. Survey results show that enterprise interest in migration is

expanding, with 36.7% of respondents indicating their company plans to migrate

some portion of employees from TDM to VoIP in the next 12 months. The top factors

cited for implementing VoIP among prospective users were cost reduction/savings

(66.4%), improved productivity (50.2%), and ease of management (44%).

0 10 20 30 40 50 60

Desktop-based VoIP such as Skype

Dedicated hosted IP PBX

Onsite IP PBX

Hosted VoIP service

VoIP over broadband

VoIP over corporate WAN

(% of respondents with VoIP)

4 #237468 ©2012 IDC

F U T U R E O U T L O O K

B u i l d i n g B l o c k s E n a b l i n g C o m m u n i c a t i o n s I n t e g r a t i o n

Communications networks are migrating to IP to leverage the potential of IP-based

communications and improve how enterprises communicate, collaborate, and ultimately

achieve their business objectives. The key enabler of this communications

transformation is the intelligent, IP-based network where VoIP is layered on top of the

global MPLS network with termination in an IP framework (see Figure 3). Riding on top

of that is the application layer, which leads to unified communications, collaboration,

and other applications. Essentially, the layered network provides the building blocks that

enable the evolution from individual products and applications to multiple, fully

integrated communications solutions delivered over a secure infrastructure.

F I G U R E 3

A n I n t e l l i g e n t N e t w o r k P r o v i d e s t h e B u i l d i n g B l o c k s T h a t E n a b l e E v o l u t i o n t o S o l u t i o n s

Source: AT&T, 2012

SIP connected;  common, highly  secure MPLS infrastructure, VoIP transport services to both 

AT&T & 3rd party services, on‐net

AT&T Global MPLS Network (IPv4/IPv6)

AT&T IP Voice Network

ManagedRouterw/Gateway

Client or T‐ManagedRouter

SIP Phone

TDMPBX IP PBX

AT&T Application  Layer

Ethernet access

Hosted IP Contact Svc

AT&T Telepresence

AT&T UC Central

IP Flexible Reach (Local/LD)

AT&T Connect

AT&T UC Voice

IP Toll Free (IP8YY)

CPE BE

AT&T & 3rd Party VOIP/UC

Voice DNA (IP Centrex)

Fixed Mobile Convergence

AT&T MobileNetwork

Mobile CarrierNetworks

Int’l IPNetworks Peer VoIP

Networks

Broadband

PSTN

Mobility

Border Elements

Network Gateways Border Elements

Border Elements

©2012 IDC #237468 5

IP is the first step on the convergence road map and the launch pad in the evolution

away from individually deployed products, services, and applications toward a unified

communications and collaboration environment. Emerging UC-based applications

and solutions — especially those delivered "as a service" — can be added virtually

wherever enterprises need them, as they need them, giving businesses the increased

agility they need to maximize the way they communicate and collaborate and to add

applications that change the way they conduct business as their business needs

evolve. This allows for productivity increases, cost savings and efficiencies, and

increased functionality not achievable in a legacy, siloed network architecture, all

tailored to meet the needs of each enterprise based on its unique environment.

Advanced features and functionalities, business continuity, presence, and the

integration of voice and data with business applications are also integral aspects to

any UC implementation.

A p p l i c a t i o n s I n t e g r a t i o n

IP is the foundation for enabling converged solutions and the platform for applications

integration. It enables UC, which, broadly defined, is the integration of multiple

communications and collaboration tools with presence behind a single user interface

that is accessible from almost any device, anywhere. UC provides many benefits —

including productivity gains, improved responsiveness to customers, and improved

business interactions — which together transform how enterprises conduct business.

Moreover, as collaboration becomes increasingly mission critical for many

enterprises, UC provides tools to help significantly improve how individual employees

and teams within the business as well as suppliers and customers external to the

organization interact and perform. UC is also unique in that its focus on real-time

connectivity inherently points toward mobilizing the workforce. Consequently, some

enterprises are prioritizing fixed/mobile plans within their UC road maps.

The cost and complexity of delivering multiple UC tools in the form of premises-based

hardware and software — multiple licenses, expensive upgrade and support costs,

and integration challenges — have discouraged many enterprises from taking

advantage of the benefits of UC. However, moving UC to the cloud helps reduce the

cost and complexities associated with UC by bridging the gaps between offices,

enterprises, and geographic locations. In addition, applications delivered as a service

through the cloud enable organizations to scale and achieve the flexibility necessary

to meet dynamic business requirements.

Essentially, moving UC to the cloud:

Speeds up time to market

Invites technical innovation

Accelerates business transformation

Minimizes risk associated with new business ventures

Helps deal with fluctuating market conditions

6 #237468 ©2012 IDC

The result is that cloud-based UC supports top-line growth by increasing an

enterprise's ability to respond more quickly to business opportunities and challenges

while controlling costs through more efficient use of assets.

Growing adoption of UC and collaboration brings with it new challenges for many

enterprises as they grapple with implementing a variety of UC components to meet

the communications needs of an often diverse employee base. The result — whether

cloud or premises-based installations — is to either utilize a "rip and replace"

approach or implement multiple solutions with limited integration. However, a growing

number of UC installations feature hybrid "as a service" architectures, meaning that

some functionality is delivered from the cloud, while other functionality is delivered via

a premises-based platform. For example, an enterprise may rely on the cloud for

presence, video, and Web conferencing while maintaining onsite platforms for

voicemail and email until they are fully depreciated. A cloud-based, hybrid UC

solution architecture enables enterprises to leverage their existing communications

investments and integrate new UC components with the goal of transforming

business processes.

The emergence of UC solutions has increased interest in tools to presence-enable

enterprise applications. Instead of users accessing closed applications such as sales

force automation tools, the integration of mobile business applications with UC and

presence — Mobile Enterprise Applications Platform (MEAP) — allows enterprises to

draw upon the presence indicators of a UC platform and merge that presence

information with applications that require specific employees to expedite business

processes. The result is improved time to market, product quality, and customer

relations.

E n a b l i n g I n t e g r a t e d C o m m u n i c a t i o n s

Transforming voice communications is not an all-or-nothing proposition. Rather,

pursuing a phased approach that leverages the enterprise's existing investments in

legacy systems, while moving the parts of the organization that benefit the most from

IP down the migration path first, ensures that the enterprise is able to continue

operations yet reap the benefits of integration. Because each enterprise's situation

and desired outcome are unique, a range of options exist that can be tailored to meet

the individual needs of the enterprise. Moreover, the guidance of a trusted advisor

through the often complex transformation process facilitates a successful outcome.

AT&T offers a complete business VoIP portfolio where enterprises have a choice of

network-based or premises-based VoIP solutions that provide them with the level of

support and the cost structure that best meet the needs of the business. In addition,

enterprises have the ability to add applications — either now or later — that can help

support and increase their organization's productivity and potentially create cost

savings.

©2012 IDC #237468 7

The AT&T Business VoIP services portfolio includes the following:

AT&T IP Flexible Reach. AT&T IP Flexible Reach is a SIP trunking service that

delivers integrated access to customer-owned and -managed PBX and key

systems. The service features unlimited local and on-net calling with off-net long

distance. The key benefits of AT&T IP Flexible Reach include improved flexibility

and improved return on investment (ROI), which is achieved by leveraging unused

bandwidth through dynamic bandwidth allocation; maximizing existing investments

by supporting on-premises equipment; and consolidating resources by converging

voice and data on one network, thereby eliminating the need for separate access.

IP Toll-Free. AT&T offers IP Toll-Free, an integrated toll-free service across VoIP

and TDM endpoints with advanced feature capabilities. IP Toll-Free is a SIP

trunking service and can be partnered with AT&T IP Flexible Reach.

AT&T Voice DNA. AT&T Voice DNA is a network-based, fully hosted telephony

service that allows enterprises that do not have a PBX to offer their employees

and remote workers a range of advanced calling features, applications, and

management tools. AT&T Voice DNA leverages AT&T-provided access,

converging voice and data applications over one connection, and provides

customers with more than 70 calling features including voicemail and

conferencing and unified communications such as Outlook integration, click to

dial, and the ability to extend VoIP services to select wireless devices. Key

benefits to enterprises include enhanced productivity, centralized control of

communications across the entire organization, and improved ROI through

capital expense avoidance for PBX and key systems.

AT&T Business in a Box. Business in a Box used with AT&T VoIP solutions

targets small and medium-sized businesses or larger organizations with

distributed locations. The product provides the capability to integrate voice and

data services and is available with hosted VoIP for businesses that want a fully

hosted, cloud-based VoIP solution or with SIP trunking for organizations that

want a managed, premises-based solution.

AT&T also offers a full portfolio of unified communications solutions tailored to meet

the wide-ranging needs of its diverse customer base:

AT&T Unified Communications Services. Offered "as a service," AT&T cloud-

based UC Services are hosted and delivered from the AT&T cloud, feature user-

based pricing, and provide enterprises the flexibility to expand as the

organization grows and changes. Applications are supported by an AT&T service

team that works as an extension of the corporate IT staff. The architectures

support a broad range of platforms, connectivity options, and devices with the

goal of simplifying the migration path to a set of capabilities that improve

employee functionality and efficiency, maximize ROI, and minimize expenses.

The AT&T UC Services offering consists of two tightly integrated components:

AT&T Unified Communications Voice (UC Voice) and AT&T Unified

Communications Central (UC Central).

AT&T UC Voice is a cloud-based alternative to a premises-based IP PBX.

8 #237468 ©2012 IDC

AT&T UC Central is a downloadable application for PC and mobile devices

that offers users, whether they are in the office or on the move, a consistent

set of UC and voice features such as presence, instant messaging (IM),

conferencing, and unified messaging tools. It supports a selection of wired

and wireless devices and platforms, including Windows-based PC desktops

and notebooks, various smartphones, IP phones, video phones, and soft

phones, and delivers a consistent user experience across all devices. AT&T

UC Central also supports integration with:

New and existing UC apps, including presence; IM; unified messaging;

email; and Web, audio and video conferencing

Multiple telephony solutions, including legacy TDM/IP and PBX systems

and AT&T UC Voice

Microsoft Outlook and IBM Lotus Notes

AT&T Connect. AT&T Connect is a hosted audio, Web, and video conferencing

solution with a hybrid deployment option that includes advanced whiteboard and

document-sharing capabilities for PC and Mac and mobility applications for

BlackBerry, Android, iPhone, and iPad devices. AT&T deployed bridges in Europe

late last year and is currently deploying them in Asia/Pacific, with the goal of providing

local access in an effort to reduce the costs associated with connecting to a bridge.

AT&T Telepresence Solution. AT&T Telepresence Solution encompasses video

collaboration environments ranging from immersive to multipurpose to personal.

With immersive rooms, AT&T Telepresence Solution combines high definition (HD)

video and spatial audio and enables users to collaborate with others working in

different locations and companies as if they were located in the same room.

Multipurpose room arrangements are adaptable to a variety of room configurations

and environments but deliver an in-person type of meeting experience.

AT&T Custom On-Premises UC Solutions. These solutions include UC

premises-based options from a range of vendors, with AT&T providing support

for pricing, sourcing, installation, and maintenance. Network services include

MPLS, SIP trunking (AT&T IP Flexible Reach), mobility, and FMC. For example,

AT&T IP Flexible Reach creates an IP WAN connection that delivers UC

capabilities such as IP conferencing, unified messaging, instant messaging, and

"presence" and is fully certified with Microsoft Lync and premises-based solutions

from other vendors including Cisco.

AT&T Managed IP Telephony Services (IPT). For enterprises that are looking

for a dedicated solution that is cost effective and highly customizable,

AT&T offers a managed IPT service capability that supports enterprises'

premises-based IP PBX infrastructure. It allows internal voice and data traffic to

be merged onto a single network, providing improved operational performance

and a full UC application environment. IPT leverages existing investments,

allowing enterprises to transition to UC at the pace that best fits their business

objectives and budgetary constraints. Customers receive a comprehensive, end-

to-end design and deployment of a fully managed, customizable solution

designed to leverage the full range of Cisco and Avaya IPT and UC technologies

as well as Microsoft Lync, Exchange, and SharePoint.

©2012 IDC #237468 9

AT&T Mobile Enterprise Applications Platform (MEAP). AT&T helps

customers mobilize their organizations to help increase agility, responsiveness,

and profit potential. AT&T MEAP — designed for larger enterprises that want to

design, build, and manage dynamic mobile sales, services, and support

applications — provides a set of tools and an infrastructure to help connect

mobile workers to designated back-end systems from nearly any mobile device.

AT&T Consulting Services. Enterprises are adopting UC to help increase

productivity, accelerate business processes, and improve collaboration.

However, the migration to UC is complex and should be approached within a

structured framework to ensure a successful transformation. AT&T offers

consulting services that assist enterprises with the design and development of a

comprehensive UC plan, including creating a UC strategy and road map; helping

develop a technical architecture to support the UC plan; and assisting with

technology acquisition, reuse, and optimization assessment, as well as

deployment and life-cycle governance.

AT&T also has a variety of applications that have been developed internally or in

conjunction with customers as well as externally by others. The applications are

available as a service — dynamically or on a pay-per-use basis through an integrated

and automated experience — and are designed to work together with a simple and

intuitive customer interface.

Most of AT&T's unified communications solutions are available globally in select

countries.

Voice Transformation Case Studies

There are many paths to unified communications, with an array of elements capable

of standing alone or working together to enable migration to an integrated

communications solution. AT&T has evolved its core communications capabilities into

end-to-end solutions capable of maximizing the way enterprises communicate and

collaborate. Working closely with customers, AT&T provides the resources, tools, and

technical support necessary to develop a UC migration plan from the ground up or to

create one that utilizes the customer's existing products and solutions.

As Figure 4 shows, AT&T UC Services is designed with a flexible, hybrid architecture

that allows customers to implement the UC solution that best meets their needs and

timetable. Although customers can choose to "rip and replace" their existing solutions,

cloud-based AT&T UC Services components can be easily integrated with customers'

existing on-premises and hosted capabilities in an effort to maximize current

investments. Customers also have the option of providing their own broadband

connectivity or purchasing it from AT&T. AT&T UC Services can be implemented in

several ways, including:

Full replacement of existing investments

Implementation of AT&T UC Services at one or more locations and integration of

existing PBX or Centrex at other locations

Support for home or small remote office locations using VPN

10 #237468 ©2012 IDC

Support of mobile workforces with key features such as single number reach and

FMC

Integration with existing applications such as Microsoft Outlook, IBM Lotus

Notes, or Microsoft SharePoint

F I G U R E 4

H y b r i d I n t e g r a t i o n : L e v e r a g i n g E x i s t i n g I n v e s t m e n t s

Source: AT&T, 2012

Scenar io #1: Voice and Data Integrat ion with AT&T IP F lexib le

Reach, IPT

As Figure 5 shows, in this scenario, the dedicated, physical TDM voice trunks are

replaced with logical or "virtual" VoIP circuits that carry voice traffic implemented on a

variety of IP-based network access services. The "new" voice traffic may also be

integrated with other types of data traffic, such as site-to-site data traffic and Internet

traffic, thereby taking advantage of increased versatility and lower-cost capacity. As a

result, disparate local/toll, long distance, and voice facilities are consolidated onto the

site's existing IP-based network access (i.e., integrated access). The benefits of

integrated access on the AT&T VPN include the reduction or elimination of voice

circuit costs; more secure IP handoff to IP PBX networks than is available with ISDN;

network optimization, with on-net/on-net calling included; and increased trunking

scalability and flexibility so that "virtual" voice channels can easily be added or

removed without physical reconfiguration.

Cloud components  can be integrated with existingon‐premises and hosted capabilities,  benefits include:• Preserve existing investments

• Expand capacity

• Opex pay‐per user model

• Enhance functionality

• Provide single point of responsibility for integration

PSTN

Voice Gateway

IP Telephony Site Large Office

Centrex Site

Home/Small Office IP Softphone

Existing PBX Site Integrated with Managed UC Services

PBX

VoiceGateway

Mobile Network & FMC

Interworking with Existing applications

WAN

WANVPN

PSTN

Wireless

AT&T UC Services 

©2012 IDC #237468 11

F I G U R E 5

S c e n a r i o # 1 : V o i c e a n d D a t a I n t e g r a t i o n w i t h A T & T I P F l e x i b l e R e a c h

Source: AT&T, 2012

Scenar io #2: Voice and Data Integrat ion with AT&T Voice DNA

In this scenario, network complexity is reduced through centralized communications

control across the enterprise. Previously, each site managed its own private network

along with equipment and IT support. In addition, it was difficult to share information

between sites due to the physical restrictions of each separate network.

Now, administrator and end-user portals are easy to use and accessible via the

Internet using a secure log-on through AT&T BusinessDirect. VoIP offers the benefits

of a converged network while gaining operational and capital expenditure efficiencies

through a network-based, hosted solution (see Figure 6).

PSTN

AT&T Global MPLS Network

PSTN

IP PBX/TDM PBX

CustomerEquipment

Customer Edge Router

AT&T MIS/PNT  /AT&T VPN

Provider Edge Router

12 #237468 ©2012 IDC

F I G U R E 6

S c e n a r i o # 2 : V o i c e a n d D a t a I n t e g r a t i o n w i t h A T & T V o i c e D N A

Source: AT&T, 2012

A T & T : T h e V o i c e T r a n s f o r m a t i o n G u i d e

Deploying IP solutions and migrating voice and data communications onto a unified, IP-

based network are complex tasks and involve a number of challenges. As detailed in

Figure 7, enterprises need to assess where they are today, where they want to be

tomorrow, and what business benefits they are looking to achieve as they embark on

the voice transformation and UC integration process. Other key issues to consider are:

When is the right time?

How do enterprises protect and take advantage of their existing investments as

they migrate to an integrated UC environment?

How do they ensure that the transformation they undertake supports their

business objectives?

How will mobilization, globalization, and virtualization impact their business?

Voice Mail Server

SIP PhonesBranch Office

AT&T Voice DNA Server

Remote Worker

AT&TGlobal MPLSNetwork

SIP PhonesCorporate Site

Off‐NetSites

BE

BE

NGBEBE

Global Client Support Center

Local & LD via Broadband 

or DSL

911AT&T Toll FreeService

Local & LD via MIS/PNT

Local & LD via MIS/PNT

BE = Border ElementCCE = Call Control ElementNGBE = Network Gateway  Border ElementPSTN = Public Switched Telephone Network

ILEC

PSAP

PSTNLocal Service

AT&T  CCE

Customer PrivateNetwork

Customer Site B

Customer Site A

AT&TVPN

BE

©2012 IDC #237468 13

F I G U R E 7

T r a n s f o r m a t i o n G u i d e

Source: AT&T, 2012

C O N C L U S I O N

Voice communications are an indispensable aspect of work and personal life and will

continue to be one of the most widely used enterprise applications. However,

enterprise voice usage and spending patterns are evolving, driven by the rise of new

technologies and services, the ever-expanding demand for secure communications

solutions, and the rise of collaboration as mission critical to enabling an increasingly

virtual and mobile workforce.

Communications networks are being transformed from legacy, circuit-switched

platforms to an IP-based communications infrastructure where the potential of IP is

being leveraged to integrate voice and data traffic onto a single, converged network.

Voice transformation is well under way, maximizing the way enterprises communicate

and collaborate and helping them achieve their business objectives because IP-

based applications and solutions can be added wherever enterprises need them,

when they need them.

Voice transformation is an evolutionary process that entails moving from individual

products, services, and applications to an integrated, converged solution with VoIP

positioned as a critical application and as a foundational element to moving toward

converged solutions. SIP is also a key enabler allowing applications — including

voice — to integrate with the all-IP-based network. The move to all-IP-based

networks also enables unified communications and collaboration by delivering value-

added applications and services such as VoIP, conferencing, instant messaging, and

immersive video to users across the globe.

• Legacy Voice Services

• PBX, Key System, Centrex

• Separate Voice, Data  or consolidated Transport

• VoIP, IPT, Contact Center (hosted or on premises)

• Individual communication tools

• Integration of Voice and Data. IP Packet Transport, develop intelligent network infrastructure

• Extend capabilities of Wireline and Mobility features/routing

• Link to foundational set of contact center capabilities

• Enablement of communication applications

• Unified tools: presence, IM, conferencing, e‐mail, collaboration

• VoIP, IPT (hosted/managed or as a service)

• IP Packet Transport, intelligent routing 

• Contact Center on demand feature functionality and routing capabilities

• Communication Enabled Business Processes ‐ helps reduce inefficiency in business process flows. Leverages UC capabilities by embedding them into process flow

Voice Transformation Integrated Experience: Efficiency, productivity, cost savings

Current StateComplex Solution

Unified CommunicationsComplete Integration of Communications

14 #237468 ©2012 IDC

Ultimately, for enterprises embarking on the voice transformation journey, success

hinges on working with a trusted ally that can guide them through the often complex

transformation process. Moreover, because each enterprise's situation,

transformation road map, and desired outcome are unique, working with a

collaborator that can present a range of options and tailor them to meet the individual

needs of the enterprise is essential to ensuring a successful outcome.

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