3. 1. Executive summary This white paper examines the
considerations an IT manager faces when seeking toThe Changing
Nature of implement Unified Communications (UC) seamlessly (and
successfully) throughoutBusiness Communications the Everywhere
Enterprise. And virtually every enterprise is everywhere these
days.In a white paper titled The Employees work at offices, of
course, but they also work at home and from public places,Changing
Role of Mobile including airports, hotels, customer and partner
facilities, and coffee shops. As will beCommunications in the
shown, the simplicity and quality of the user experience are what
should be consideredWorkplace, Frost & Sullivan the hallmark of
a successful implementation of seamless UC for the Everywheremakes
an important Enterprise.observation about theEverywhere Enterprise:
As Owing to its ability to deliver dramatic improvements in
productivity, a wide variety of UCcompanies grow increasingly
solutions are currently available, and most of these work well
enough. The real challengeglobal and dispersed, with for IT
managers, therefore, becomes making an optimal selection from among
the manyemployees working from choices available. Which one has the
set of features that best matches the organizationsplaces other
than the office needs and culturenow and in the future? Which one
is the most cost-effective? Whichon a regular basis, one will be
the easiest to implement, use and manage?organizations must
deploytechnology that supports Further complicating the task, most
organizations will not be implementing UC fromcommunications and a
clean slate. Most enterprises now have voice over IP (VoIP)
communications, instantcollaboration for a growing, messaging
and/or Web conferencing solutions for some or all employees. Many
are alsoand changing, population of investing in a mobility
solution to integrate smartphones and tablets into their
enterprisemobile workers. Unified wireless LANs, and may already
support VoIP over the WLAN (VoWLAN).communications, which In such
environments, implementing Unified Communications enterprise-wide
in aincorporate voice, presence, way that is seamless and
consistent for users and administrators alike can indeed
beconferencing and chat a daunting challenge. The effort is well
worth it, though, because UC is capable ofcapabilities, make it
easier for delivering tremendous benefit to any organization.people
to share information,locate experts as soon as they Laying the
Foundation for Enterprise-wide UCneed them, speed andimprove
decision-making, The situation in most enterprises seeking to
implement Unified Communications todayand drive productivity. But
to can be broadly characterized as one of two scenarios:be truly
valuable to allemployees, UC technologies Greenfield environments,
where voice communications remain mostly or exclusively especially
voice and circuit-switched.presence must be made oIP environments,
where the organization has already deployed an IP PBX and IP Veasy
to use and available to phones.everyone who needs them,regardless
of where they are The former obviously has the luxury of
implementing a fully integrated UC solution fromworking or on which
device. a clean slate. But the latter also has the ability to
implement a fully functional, easy-to- use, and cost-effective UC
solutionone that preserves the investment in VoIPwith the right
approach. Seamless Unified Communications for the Everywhere
Enterprise PAGE 3
4. 2. The Enterprise IP PBXAt the risk of over-simplification,
IP PBXes have either a centralized or a distributedarchitecture.
Centralized architectures are characterized by a single, very large
systemdesigned to support tens of thousands of users. Remote users
normally connect via theenterprise WAN back to the centralized
system. Whether local or remote, all users aredependent on the
central system for voice services.Distributed architectures work
differently. System capabilities are provided by multiplesmaller
systems internetworked via the enterprise WAN and/or the Public
SwitchedTelephone Network (PSTN). Instead of a single, central
mainframe IP PBX providingdial-tone for all end users, the
distributed configuration involves a network of 10, 20 oreven 100
smaller IP PBX modules all working in unison to deliver the same
capabilities.Even though there are multiple modules in the
distributed architecture, the configurationstill provides a single
service to all the end users and can be managed as a single
systemby the administrators.In general, the distributed
architecture is superior for any organization with
multiplefacilities. Vendors of distributed solutions normally offer
a range of modules at differentprice/performance points, enabling
the configuration to be right-sized at each site tominimize costs.
These modules are usually designed as dedicated appliances to
ensureadequate performance for the number of local users supported,
but some solutions areavailable as software capable of running on
an ordinary server. ShoreTel Director PSTN /ITSP HEADQUARTERS
INTERNATIONAL BRANCH Headquarters Server (System Adminstration,
voicemail, ShoreTel ShoreTel Communicator & auto attendant,
work groups) Communicator & RoamAnywhere [Physical or Virtual]
RoamAnywhere Analog Device ShoreTel Voice Switches ShoreTel Contact
Communicator Distributed Voice Center Server (voicemail & auto
attendant) ShoreTel [Physical or Virtual] ShoreTel Appliances
(Collaboration, Communicator VPN Concentrator, Contact Center &
Mobility Router) ShoreTel ShoreTel IP Phone IP Phone ShoreTel Voice
Switches IP WAN ShoreTel Communicator & ShoreTel RoamAnywhere
ShoreTel Voice Switch Communicator & ShoreTel RoamAnywhere
Communicator ShoreTel Legacy VPN Phone Voicemail OFFICE Legacy
ANYWHERE Phones Legacy PBX PSTN /ITSP REGIONAL OFFICE PSTN SINGL E
E-IMAGE ARCHITECTUR Figure 1: Distributed ArchitectureSeamless
Unified Communications for the Everywhere Enterprise PAGE 4
5. The distributed architecture also has the inherent advantage
of being both more reliableand more scalable. The use of multiple,
modulesall internetworked and functioningin unisonenables the
sessions being managed in any one experiencing a failure to
betransitioned to another, automatically and often transparently.
And rather than requiringany major or forklift upgrades, additional
modules can simply be added as neededto increase capacity or to
support more users, thereby affording both incrementalscalability
and increased resiliency in the enterprise-wide N+1 system
configuration.To maximize the reliability and scalability
advantages of distributed architectures, thebest modules are
designed with built-in redundancies to minimize local failures,
andthe entire network of modules can be configured and managed as a
single system.This latter ability is a major area of
differentiation among available solutions. In somecases, different
modules offer different feature sets and, therefore, must be
manageddifferently. In other cases, the only difference among
modules is their size (the numberof users supported), and these
solutions can usually be managed by a single console andsometimes
with a single software image.For organizations with a single, major
facility the centralized architecture may besuperior. Like the
original circuit-switched PBX, an IP PBX with a centralized
architectureis designed to handle many tens of thousands of users.
As a single point of failure,however, these large-scale systems
normally have built-in redundancies and must bedeployed in
redundant configurations. However, in systems where the redundancy
doesnot add usable capacity (characterized by modules operating in
a hot standby mode),the inherently reliable N+1 distributed
architecture may afford a more cost-effective yetequally capable
and large-scale solution. Although being centralized in the sense
thatthe multiple modules might all be located in the same data
center, the many advantagesof the distributed architecture would
still apply.The communications capabilities or feature set of the
IP PBX, whether characterized bya centralized or distributed
architecture, is also important. It is equally important thatthe
features needed should be understood from up front, and one good
way to do thisis to survey the users. In some offerings, all
available VoIP capabilities are bundled ina full feature set. In
other offerings, the basic system may include only core voice
callcapabilities, with all additional features being optional, and
available separately (andfor a separate licensing fee). Unbundling
enables organizations to license only the VoIPfeatures needed,
which may result in some cost savings. But be careful:
capabilitiesadded later may require an upgrade to the systems
hardware.3. Adding Unified Communications to VoIPFor the purposes
of this discussion, Unified Communications is multi-device,
multi-location and multimedia with support for voice, video and
dataall with presence andrich information integration. Specific
capabilities may include: collaboration; video, audioand Web
conferencing; conference recording; unified messaging (integrating
voiceSeamless Unified Communications for the Everywhere Enterprise
PAGE 5
6. mail and email); instant messaging; presence and scheduling;
contact center support;desktop sharing; and mobility. Of course,
not all UC solutions support all of thesecapabilities, but many now
do.Organizations with an existing IP PBX normally have the choice
of implementingthat particular vendors UC capabilities, or layering
on a separate UC solution fromanother vendor. Both are viable
choices, and neither is inherently superior. Indeed,industry
standards like the Session Initiation Protocol (SIP) are designed
to promoteinteroperability among systems from different vendors.
And vendors routinely implementUC capabilities on hardware separate
from the IP PBX.For these reasons, IT managers are free to consider
UC solutions based on their ownmerits. How robust, complete and
mature is the feature set? How well does it conformto standards
and, therefore, interoperate? How satisfied is the installed base
of currentusers? How easy is it to install, use and manage? How
reliable is it? How extensible is thedesign? How does its
price/performance compare? How competitive is the total cost
ofownership? How does it integrated with the VoIP system for both
end users and networkmanagers?IT managers are likely to discover
that the most significant differentiation in todays UCmarketplace
exists in two areas: ease of use; and total cost of ownership, with
the latterbeing strongly influenced by ease of implementation and
management.Ease of Use cannot be taken for granted when UC features
are added to or layeredatop an IP telephony infrastructure. A
robust UC solution has many applications forcommunicating and
collaborating, and this level of sophistication can make some
difficultto use. This is especially true for solutions that offer
UC capabilities on separate systemsin a piecemeal or add-on
fashion. All-in-one solutions, by contrast, are generally
betterintegrated and are, therefore, normally easier to use.UC
capabilities that are easy to use afford two benefits to the
organization. The first is thesignificantly greater improvement in
productivity. As IT managers know, features that lacka consistent
user interface or are otherwise difficult to use will, simply, not
be used. Userswill instead turn to other systems, such as email,
that are less effective for collaboration.The second benefit is,
admittedly, more self-serving: Simple systems result in fewer
callsto the Help Desk. Simple systems also require less training,
and the most intuitive of userinterfaces may even eliminate the
need for any training.Total Cost of Ownership is sometimes ignored
in situations where a satisfactory return oninvestment is all but
guaranteed, as it is with the dramatic gains in productivity
affordedby Unified Communications. But some very powerful UC
solutions can also be quiteexpensive to own and operate, while
other equally capable and powerful solutions areremarkably
affordable. Indeed, some solutions are purpose-built to minimize
the totalcost of ownership by minimizing both the up-front capital
expenditure and the ongoingoperational expenditures.Seamless
Unified Communications for the Everywhere Enterprise PAGE 6
7. Capital expenditures vary dramatically with different
solutions, especially when taking into account future needs that
may require costly upgrades for some systems. For this reason, the
incremental scalability afforded by the distributed architecture
(with a variety of modules at a range of price/performance points)
normally has the CapEx advantage. The N+1 reliability of the
distributed architecture also has a CapEx advantage because none of
capacity is needed for a hot standby mode, as is the case with some
centralized systems. TCO comparison of major UC system vendors
(pre-tax)The Win/Win of BYODIn an Analyst Insight report $M 35
10-year analysis $32.60titled Enterprise-Grade BYOD based on 1,500
users 30 $29.18Strategies, Aberdeen Group across 3 sitesanswers the
Why BYOD? 25 $21.76 $22.04question as follows: Long distance
charges 20The BYOD phenomenon has Network costs $15.68momentum in
part because it Electricity consumption 15simultaneously meets the
System management, MACs, downtime $9.87 10 Support servicesneeds of
both the Implementation and trainingorganization and its Capital
cost for network upgrade 5employees to more broadly Capital cost
for telephony system 0propagate mobility and its ShoreTel Mitel
Avaya Microsoft Cisco TDMbenefits.For the organization: it Figure
2: Total Cost of Ownershipprovides an opportunity to Operating
expenditures are also generally lower for distributed solutions for
this reason:reduce the cost of mobility A family of modules, each
supporting dozens or hundreds of users, makes distributedoverall by
transferring solutions suitable for small and medium businesses.
Because many SMBs lack IT/equipment costs to UC expertise, these
solutions must be designed for ease of implementation, use
andemployees, significantly management. And this simplicity scales
right along with those distributed solutions thatdecreasing capital
expense are also capable of supporting tens of thousands of users
in large enterprises.budgetsFor employees: it enablesthe
interleaving of their 4. Integrating Mobility Seamlessly and
Securelypersonal/social life back intothe workplace as appropriate,
Mobility means different things to different people. This
discussion takes a rather broadoffering the potential for a
approach to what it means to be mobile in the Everywhere
Enterprise. Everyone agreeshealthier work/life balance. that field
personnel are mobile; they are either in front of or en route to a
customer, and are rarely at a desk. But nearly every other employee
is also mobile at times. Some are corridor warriors who leave their
desks regularly to attend meetings. Some routinely work from home,
either as full- or part-time telecommuters, or just to catch up in
the evenings or on the weekends. Consider this: The vast majority
of people now have a smartphone, and a growing number are buying
tablets. And as with their credit cards, people dont leave home
without them. The enterprise can choose either to ignore or even
fight this trend, or to instead embrace its inevitability by
telling employees: Bring Your Own Device. Done Seamless Unified
Communications for the Everywhere Enterprise PAGE 7
8. right, BYOD is a win/win arrangement. Employees get to use a
single device for personaland business needs, and organizations
save money by issuing fewer so-called corporatedevices.In a white
paper titled The Changing Role of Mobile Communications in the
Workplace,Frost & Sullivan expresses the BYOD business
imperative this way: To stay competitivein an increasingly mobile
workplace, companies must find ways to allow their employeesto
communicate and collaborate anytime, anywhere, and from any
device.Achieving seamless and secure support of mobility in
general, and BYOD in particular,is perhaps the biggest challenge IT
managers face today when implementing aseamless, easy-to-use and
enterprise-wide UC solution. Every solution treats mobileusers
somewhat differently, and the win/win potential of BYOD is by no
means assured.Without the right approach, costs will go up as the
users quality of experience goesdown.Here is a list of the
essential capabilities needed to integrate mobility seamlessly
andsecurely into the enterprise-wide UC infrastructure: igorous
authentication and virtual private networking with strong
encryption to ensure R integrity and confidentiality he ability to
minimize mobile phone and long-distance charges by intelligently
and T transparently choosing the least cost path between carrier
and enterprise networks upport for the full suite of UC
capabilities on the most popular BYOD smartphones S and tablets,
such as iPhone, iPad, Android and Blackberry Dual Persona identity
management functionality that automatically distinguishes between
business and personal usage of VoIP and UC features upport for
presence with a single enterprise phone number for all users S
unified management system with over-the-air updates for all mobile
devices, whether A BYOD or issued by the organization5.
Implementing an Integrated UC/VoIP SolutionVoIP and Unified
Communications both benefit from a rich set of industry standards,
andthese make it possible to add both tethered and mobile UC
capabilities to virtually anyIP telephony infrastructure. There
remain two issues with this piecemeal approach,however. The first
is that even full compliance with all applicable standards does
notguarantee full interoperability among systems and applications,
and this can drive up thetotal cost of ownership. The second is
that separate applications, each with its own userinterface, can be
very difficult to use, thereby undermining the very productivity
gains UCis intended to achieve.Seamless Unified Communications for
the Everywhere Enterprise PAGE 8
9. The only way to eliminate these two issues to implement a
fully integrated and totalsolution for all VoIP and UC capabilities
for all tethered and mobile users throughout theEverywhere
Enterprise. Indeed, the advantages of such a greenfield approach
may welljustify a forklift replacement of any existing IP PBX
and/or UC systems already installed.Smaller organizations will,
naturally, find this easier to do than larger ones. But even
thelargest organizations may want to consider the greenfield
scenario phased in over timeon a site-by-site basis, especially
when being confronted with a major upgrade or duringa routine
technology refresh cycle.Implementing a fully integrated UC/VoIP
solution is also the best way to minimize totalcost of ownership
over time. Both capital expenditures and implementation
costs(including training) are minimized by having an all-in-one
solution that combines IPtelephony, collaboration, conferencing;
conference recording; unified messaging, instantmessaging, presence
and scheduling, contact center support, desktop sharing,
andmobility in a single platform, preferably available in a choice
of modules at differentprice/performance points.Ongoing operational
expenditures are similarly minimized with an integratedmanagement
system for all of the UC/VoIP applications. With such a fully-
andseamlessly-integrated solution, the many applications are
normally updated concurrentlyin a single software release from the
vendor. This avoids any compatibility problems thatmight occur when
updating different applications from different vendors on
differentschedules.Finally and perhaps most importantly,
implementing a fully-integrated UC/VoIP solutionfrom a clean slate
is the best way to ensure a high quality of experience for the
users.Collaboration is more likely to be seamless for everyone
throughout the EverywhereEnterprise. The user interface is likely
to be more consistent across the diverse set oftethered and mobile
devices. And management of the entire infrastructure is likely to
beconsolidated and simplified for the IT department.Given the
potential upside advantages, one of the options considered in
anyorganizations situation should, therefore, be the greenfield
scenario.6. ConclusionUnified Communications promises to deliver
tremendous benefit to any organization,and most solutions available
today are capable of delivering on that promise to oneextent or
another. The differences among the multitude of choices available
are to befound instead in the robustness of the feature sets, the
ease of implementation andmanagement, and other areas. Given the
considerable improvements in employeeproductivity, most UC
solutions also afford an acceptable return on the investmentdespite
some dramatic differences in their total costs of
ownership.Seamless Unified Communications for the Everywhere
Enterprise PAGE 9
10. Perhaps the most significant difference among UC solutions
today involves the user experience. A desktop IP phone or PC is
very different from a VoWLAN phone or a tablet, but that does not
mean users should be required to learn an entirely different way of
interacting with the UC applications. To be fully effective,
collaboration with colleagues must be consistent and seamless. And
the users choice of device should not limit the capabilities
supported, nor should they be burdened with different interfaces to
different UC applications. The difference between success and
failure when implementing Unified Communications for the Everywhere
Enterprise depends, more than anything else, on the quality of
experience for the users. To become fully effective, UC must
deliver its beneficial changes without requiring users to change.
Better collaboration with colleagues. Better overall productivity.
Better work/life balance. Better results. All without forcing users
to struggle learning something dramatically different from what
they already do today. Indeed, if Unified Communications is not
such a win/win for both the organization and the users alike, it
will never become part of the organizations daily culture, and its
full potential will forever remain elusive. ShoreTels Unified
Communications solution has been designed for the best possible
user experienceone that is consistent, seamless and satisfactory,
regardless of the users device or location. To learn more about the
benefits of such an approach in the Everywhere Enterprise, please
visit ShoreTel on the Web at www.shoretel.com or call 408.331.3300.
About ShoreTel ShoreTel is the provider of brilliantly simple
Unified Communication (UC) solutions based on its award-winning IP
business phone system. We offer organizations of all sizes
integrated, voice, video, data, and mobile communications on an
open, distributed IP architecture that helps significantly reduce
the complexity and costs typically associated with other solutions.
The feature-rich ShoreTel UC system offers the lowest total cost of
ownership (TCO) and the highest customer satisfaction in the
industry, in part because it is easy to deploy, manage, scale and
use. Increasingly, companies around the world are finding a
competitive edge by replacing business-as-usual with new thinking,
and choosing ShoreTel to handle their integrated business
communication. ShoreTel is based in Sunnyvale, California, and has
regional offices and partners worldwide. For more information,
visit shoretel.com. WORLD HEADQUARTERS 960 Stewart Drive,
Sunnyvale, CA 94085 USA. shoretel.com +1 (800) 425-9385 Toll Free
+1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax EMEA +800 408 33133
Freephone +44 (1628) 826300 Tel. ASIA PACIFIC +61 (0)2 9959 8000
Tel.Copyright 2012 ShoreTel. All rights reserved. The ShoreTel logo
and ShoreTel are registered trademarks of ShoreTel, Inc. in the
United States and/or other countries. All other copyrights and
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