© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only. 1
Unified CommunicationsUnified Communications
Karen Jellow
Outside Consultant – ATAC UC Practice
2© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Agenda
Unified Communications Overview
– What is Unified communications?
– What is driving the market?
Presence – The new dial-tone
Unified Communication Solutions
– UC solution for the office worker
– UC solutions for the mobile and remote workers
3© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Complex Virtual Enterprises … Change is Rapid …and Inevitable
Rapid increase in non-office based workers, teleworkers and remote workers
91% work either in branches or remote
58% companies consider theirs to be a virtual workplace today
89 of top 100 US companies offer telecommuting
67% US executives believe it is critical to be available 24/7 for customers
Increased collaboration and interoperability requirements across organization and supplier boundaries
Real-time: IM, Voice, Video, and Web Conferencing
Collaboration Applications – Wikis, WEB 2, Blogs, Podcasts and Social Networking
Business continuity planning is a harsh reality
MoreVirtual
MoreComplex
MoreMobile
MoreCompetitive
MoreChange
4© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Professional Services
20% 65% 15%
60% 28% 12%
Where They Spend Their Time
Wh
o T
hey
Are
25%
Main Office / at the Desk
on PC
57%
Mobile Office / on the Road
or offline
18%
Remote Office / at Home or off-Site
Consultant, accountant
Manufacturing, FIRE, TCU, Wholesale
Sales & service personnel
Manufacturing, FIRE, TCU
Management,Mobile executives
Industry Function
The Mobile Workforce Is Growing Rapidly
FIRE: Finance, Insurance & Real EstateTCU: Transportation;Communication & Utilities
33% of the US workforce is (semi-)mobile: ~50 million peopleEvery enterprise has some applicable workers
Source: US Government Labor Statistics
5© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Employee Satisfaction
Survey on Worker Criteria for Selecting Employer• Higher Salary Than Competitors = 46%• Telecommuting / Flexible Schedule = 33%• Everything Else = LOWERProductivity • British Telecom found productivity rose 31 percent due to lack of disruptions, stress and commuting…
Commuting• Total Commute Time
56 minutes per day 233 hours per year
• Gas Expenditures more than $3.00/gallon
6© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
When You Drive to Work..• Carbon Rate = 0.3 Tons per 1,000 miles • 100 Workers = 70,000 miles per yearTons of CO2 = 210
Legislation• Section 359 of Transportations Appropriations Act (US) of 2001 directed all federal agencies to support teleworking •Commute Trip Reduction Law (Seattle) penalizes companies for not reducing year-over-year average employer commute times• Central London congestion charge imposes fees on motorists in downtown areas• Workplace Parking Tax (proposed) in London encourages use of public transport and telecommuting, by charging employers a tax on each parking space
Green Initiatives
7© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Business continuity planning is driving teleworking as a “contingency” solution
– The same solutions that support teleworking enable employees to work from home or alternate locations in the event of an emergency/disaster
– Teleworking programs helps ensure capabilities are in place ahead of time
Employer Agility
8© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Today’s “Unproductive” Workforce
Your people are working harder … but are they more productive?
Regional Offices
Remote Team
Members
Customers
++
Global Staff
++
Multiple devices
Multiple interfaces
Constant multitasking
Collaboration
Virtual teamsCustomersSuppliers
Quick responses
Multiple media
Mobile employees
Office PhoneOffice Phone
Voice Mail
Voice Mail
EMailEMail
Mobile PhoneMobile Phone
Instant MessageInstant
Message
Text Message
Text Message
++
++ ++
++
++++
Information overload
Work / life balance
9© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
The integration of real-time communications, non-real time communications and business applications, in a platform that provides users with presence information and a consistent interface regardless of location, device type or communication mode.
Collaboration
Video
Presence
Mobility
Telephony
Messaging
Interface
What Is Unified Communications?
10© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
How Vendors view Unified Communications
11© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Presence Can Be the New Dial Tone…
But Requires Real Time Comms Focus
Reliability, scalability, security are imperative
Interconnect both within and between organizations
Users need automatic aggregation and availability rules
Transform raw presence into actionable business information
Multi-vendor cooperation and open standards are critical – applications, end points, and devices must be well coordinated
“Presence will become the dial-tone for the 21st century”
- Wainhouse Research
12© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Evolution of Presence
Presence in multimedia communications is not new
– Basic presence has been available on phones and mobile devices
– Presence incorporated in conferencing/collaboration
– Rich “skill-based” presence is an integral part of contact centers
IM introduced Presence to the broader enterprise
– A key business communications enabler, but presence > IM
Customers now seeking deeper business value
– New productivity through Unified Communications
– Simpler user experiences for users across many devices/interfaces
– Agility through Communications Enabled Business Processes
– Rich, Reliable Presence is the cornerstone
13© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
The Challenge of Many Sources of Presence
Information is siloed and standards sporadically applied
Presence information is incomplete and not actionable
IM is ubiquitous but unreliable
Performance not tuned to real time communications
Communication Devices
Enterprise IM
Public IM
Desktop Enterprise Voice Clients
Network
• Location• Proximity• Activity
• Calendar• Activity• User context
• User presence states
• Basic channel availability
• Presence policies
• On hook/Off hook
• User presence states
• Basic channel availability
• Presence policies
• User presence states
• Basic channel availability
• Presence policies
LAN
WirelessGPS
Calendar Apps
User PC
14© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Customer ContactSatisfaction, Loyalty
Unified CommunicationsProductivity
Communications EnabledBusiness Processes
Agility, Process Acceleration
Automated Rich Presence AggregationIn conference call@ Office Phone Online “away” @ OCS
In meeting (Calendar entry) Location @ Mobile Device
CollaborationSpeed, Efficiency
The Value of Aggregated Presence
Mobile Wireless
Speech
IP Telephony
Voice MessagingDesktop Environments
Telematics
Internet Services
Availability, reachability, and policies
15© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Applications for Presence
Customer Contact
– Resident Expert - grouped by resource skill-set, view availability across multiple channels
– Presence-Based Routing - IVR routing based on availability & profile matching
Enterprise / IP Telephony
– Presence-Based Routing - inter and intra-branch routing based on availability and skill matching
– SIP end points rendering contact list availability and supporting IM chat
Unified Communications / Collaboration
– Social presence and mobility: adaptive collaboration based on relevance, proximity, skills, rankings, location, etc
– Personal Agent – user and business specific rules to automate communications handling based on presence and availability
– Enhanced productivity – user decisions driven by presence and availability
CEBP
– Event Notification: Notify and contact resources based on proximity, availability
16© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Unified Communications Leads to Improved Business Outcomes
ProductivitySpeed & Execution
Effectiveness & Efficiency
Content and Context
CustomersSimplification
Availability
Responsiveness
CollaborationWork Flow
Decision Making
Social Network
CostCollaborative & Mobile Expenses
Customer control & retention
Opportunity costs
Unified Communication
17© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Business Drivers for Unified Communications
Business Continuity Mandate- 80% customers interviewed had active program
Enhanced Customer Experience
- 77% of Enterprises invest to be responsive to Customers
Support Mobile Sales/Work Force- 61% have a plan in place
Save Money
- 54% of employees cost are facilities based
- 60% of mobile calls are made from the office
Results from Web based focus groups, blind independent study commissioned by Avaya, and Aberdeen Dec 2006.
18© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
UC Applications are a priority … don’t get left behind
Gartner: 80% probability that by 2010 businesses that implement unified communications will have competitive and revenue benefits over those who haven't.
19© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
The Challenge - How to develop and deploy the right UC Strategy for your organization!
Communications vendors are pushing into the collaboration space as vendors like Cisco, Avaya and Alcatel offer collaboration functionality.*
Collaboration vendors are edging into communications, as suppliers like IBM, Microsoft, AOL and Yahoo offer voice and messaging.
Existing IT organizational models are coming under strain as previously distinct areas increasingly overlap.
“UCC is the juncture where the market for communications overlaps with the collaboration market”.
Source: Gartner-”The New Market for Unified Communications andCollaboration”, Publication Date: 23 November 2007
20© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Mobile Worker
Campus Roamer
Desk Worker
Teleworker
One User Experience, Any Network, Any Device
Choice of devices Consistent user experience Transparently integrate work modes Centralized control & policies
LANLANCellularCellular
BroadbandBroadbandIn-bldg WirelessIn-bldg Wireless
BusinessCommunications
Applications/Services
Messaging
ContactCenter
IP Telephony
Conferencing
Presence
AES/SES
21© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Unified Communication for the Office Worker
22© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Integrated Clients – Enhancing worker productivity
…Maximizing the Value of Your Email and IM applications
23© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Unified Messaging
Email, voice mail, faxaccessible simultaneously
Flexible access enhances productivity
– via touch-tone based menu
– via email client
– via browser
– via speech client
Notification options supportfaster responses to customers& colleagues
– MWI, Call Me, Notify Me, Find Me
24© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Integrated IM Clients Quicker, more intelligent access to colleagues / greater efficiency
– Status info (presence)– Multiple modes of contact
Enabled telephony – Click to Call , Click-to-Conference– Escalate IM to call, Conference– Phone & MOC stay in synch– Presence is shared– Remote Call Control - Hold, Transfer, etc.
25© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
When you leave the Office: The Commute
26© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Extension to Cellular:
One Number / One Voicemail– Maintain your corporate identity while out of the office for both
inbound and outbound calls
– Calls missed on your mobile device are routed back to the corporate voice mail system – No more checking multiple mailboxes for missed calls
Simulring – Ring multiple devices when your office phone rings to minimize
missed calls and increase responsiveness
Seamless transition between Office Phone & Mobile Device– Minimize the use of cellular minutes in the office by easily moving
cellular calls to your office phone
Supports all mobile devices
27© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Internal orexternal call
Ringing
1. Simultaneous RingingPick up the one you want
3. Single Voicemail Enterprise Voicemail
2. Seamless TransferDeskphoneto/from Mobile
*Requires one-X Mobile Dual Mode
Enterprise Wi-Fi*
Ringing
*Requires one-X Mobile Dual Mode
Enterprise Wi-Fi*
Ringing
*Requires one-X Mobile Dual Mode
Enterprise Wi-Fi*Enterprise Wi-Fi*
Ringing
Ringing
Public LicensedMobile Network
Ringing
Public LicensedMobile NetworkPublic LicensedMobile Network
Incoming Calls: One Number / One Voicemail and Seamless Transition between Office/Mobile
Extension to CellularExtension to Cellular
28© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
•High cost
•No PBX feature access
•Not leveraging infrastructure
IP Call
•Low cost
•PBX feature access
•Leverage infrastructure
Wi-Fi*
Cellular
Deskphone Caller ID
*Requires one-X Mobile Dual Mode
Outgoing Calls: Leveraging Telephony Infrastructure to maintain corporate identity and control costs
Without Dial-by-PBXWithout Dial-by-PBX
With Dial-by-PBXWith Dial-by-PBX
Extension to CellularExtension to Cellular
29© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Speech Clients: Effective Message, Calendar, and Contact Management
‘Follow Me!’…and have allyour calls flexibly forwarded to you wherever you are.
‘Follow Me!’…and have allyour calls flexibly forwarded to you wherever you are.
‘When am I free today?’ …keep track of your time wherever you are!
‘When am I free today?’ …keep track of your time wherever you are!
‘Schedule a reminder.’…and let yourself be called at any number and reminded, so you won’t forget any of your tasks or appointments!
‘Schedule a reminder.’…and let yourself be called at any number and reminded, so you won’t forget any of your tasks or appointments!
‘Read my messages.’…voicemail and/or email.Filter by status or by sender. You can reply, forward, delete, …
‘Read my messages.’…voicemail and/or email.Filter by status or by sender. You can reply, forward, delete, …
‘Send a message.’…to a contact, to a voicemail mailbox or somebody within your corporate directory.
‘Send a message.’…to a contact, to a voicemail mailbox or somebody within your corporate directory.
‘Make a call.’ …to one of your contacts, somebody within your corporate directory or simply speak the number you want to call!
‘Make a call.’ …to one of your contacts, somebody within your corporate directory or simply speak the number you want to call!
30© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
When workers can not get to the Office! Thin (browser –based) UC Clients
Simple for users
…Easy to use
…Any PC any phone
…Easy to access
…Everything in one place
…Work from anywhere
Simple for IT… no software to deploy
Enhanced day-to-day communications
Business Continuity
31© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Telephony
Extension to Cellular
ConferenceManagement
VoiceMessages
Unified Communication _ Browser based Client
Personalized
ActiveCommunications
History
DirectoryIntegration
Users simplicity - one common interface for
telephony, messaging, conferencing
Use in the office or remote
Strengthens business continuity capability
Web-based meets IT need for smaller PC
footprint
32© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Easy to Deploy and Manage for Administrators
Avoids problems with PC desktop environment
Server-based, easier to update and patch
Integrates with Active Directory for automatic provisioning
Avoids placing "unmanaged devices" virtually on the LAN
– Supporting VPN software on non-corporate PCs
– Allowing non-corporate PCs to have VPN access to network
User access is via simple web URL
33© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Flexible Modes of OperationC
all
Con
trol
Cal
l C
ontr
ol
Voi
ce V
oic
eCal
l C
ontr
ol
Voi
ceC
all
Con
trol
Maintain enterprise identify for all inbound/outbound calls
Dual ConnectPC OnlyShared
Virtual Office Internet OnlyIn the office
34© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Telephony Features
Directory dialing from portal
Multiple Call Appearances
Call logs
Dial bar in Windows taskbar
Highlight any number and click-to-dial
Consultative and Single-Step Conference and Transfer
Send all calls
Hold
35© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Messaging
Indications of Newly Arriving Messages
MWI
List of Voice Messages
Aggregated Mailboxes
Click-to-Call
Click-to-Search
Click-to-Forward to email
Click-to-Play
View / Print faxes
36© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Mobility
Enable/DisableExtension to Cellular
Modify find-me numbers
Various Work Modes
– Normal
– Find Me
– Forward
– Do Not Disturb
37© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Conferencing
See all participants(Caller ID, name where mapped)
Identification of the active speaker / noisy line
Identification of participant audio mode (muted / unmuted)
Mute participants
Drop participants
Invite new participants
38© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Unified Communications for the Mobile and Remote Worker
Road WarriorRoad Warrior
Mobile Devices
TeleworkerTeleworker
Home Phones, PC’s & VoIP
Campus NomadCampus Nomad
DECT, WI-FI
39© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Mobility is a key requirement but comes with challenges
Business Requirement
Business Challenge
Businesses need to support a flexible workforce that spendsan increasing amount of time outside the office
Businesses want workers to be more productive outside the office
Businesses want to increase customer satisfaction viaimproved responsiveness
Workers need access to office voice and data capabilities
Out of the office can mean decreased responsiveness and productivity
Productivity requires mobile infrastructure and management and associated costs
Additional devices and phone numbers can add complexity and still result in missed calls
Current mobile solution do not provide access to enterprise grade communications
40© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Enhanced Call Routing Options
– Route incoming calls by Schedule, Location or via quick entry feature
VIP Screening
– User controlled presence minimizes interruptions
Visual Voicemail
– Local access to voicemail messages
– Review messages from GUI to increase responsiveness
– Synchronizes with Corporate Modular Messaging Platform
Access to Corporate Directory
– Search and click to dial functionality
Broadest Mobile Device Support
– RIM, Palm, iPhone, J2ME and WAP environments
UC Applications for Mobile Devices: Extending Unified Communications to the Mobile Worker
41© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Incoming Calls:One Number / One Voicemail and call routing from the mobile device
Via a BlackBerry, Treo, Mobile Phone, choose the device on which you’d like to receive enterprise calls
Receive calls on the selected phone2
Callers dial one number
…the call is sent to the selected phone
…the call is sent to the selected phone
1
Office Extension
Mobile Phone
HomeOffice
Enterprise Voicemail
You can also simulring up to 5 devices
+ +
Why it’s valuable:
It’s mobile
You control presence
Compliance
Manage turnover
Reduces costs: 30% of mobile calls take place in office
42© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
VIP Screening:Minimizing interruptions – Prioritizing Communications
Block Non-VIP Callers1
…receive calls VIPs only2
…your phone rings
Unknown personcalls or
Non-VIP calls…
…answered directly by voicemail
with no interruptionClient calls…
43© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Visual VoicemailBetter manage and prioritize message – locally
Listen to new and saved voice messages directly from the mobile device
View an email-like inbox of received
corporate voicemail messages with contact information, length of message, and time of
message
View an email-like inbox of received
corporate voicemail messages with contact information, length of message, and time of
message
Select one or more messages within the inbox to save, delete,
or hear
Select one or more messages within the inbox to save, delete,
or hear
Hear the message(s) immediately without
dialing into the enterprise voicemail
platform*
Hear the message(s) immediately without
dialing into the enterprise voicemail
platform*
Why it’s valuable:
No need to navigatetouch-tone maze
It’s visual and its dynamic
Reduces costs
1 2 3
44© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Corporate Directory & Call BackSearch Corporate Directory and click to dial via office extension
Search the Corporate Directory
Desktop phone initiates a call to designated phone,then to the selected person
one-X Mobile Corporate Directory Search Criteria Search Results
Desk phone automatically calls…
Why it’s valuable:Company directory available while remote
Money: savings on roaming and international callsCompliance
First Second
1
2
45© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Synchronized Call LogsView all calls made to and from desk extension and remotely initiate callback
Call Logs
Desktop phone initiates a call to designated phone, then to the selected person
1
2
Desk phone automatically calls…
First Second
46© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
Full-function rich telephony (softphone), including find-me, forwarding, message waiting
Integrated Video
Visual voice mail and Fax
Presence
Click-to-dial, email, and drag-and-drop calling and conferencing
Easy access to and searching of contacts, call history, and IM history
Optional integration with other desktop applications
– Microsoft Outlook, Office Communicator Lotus Notes/Sametime
Click-to-conference
Unified Communications Applications for EnterpriseSimplifies access to voicemail, presence, directories, & call control, video
47© 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.
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