How Unified can your. Geoff Johnson Research Vice President. Cisco Singapore 28 March 2008

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1 How Unified can your Communications be? Geoff Johnson Research Vice President Cisco Singapore 28 March 2008

2 New Communication Models Emerge: Many Will Be Disruptive. Today Tomorrow Future Communications tell you whether network is accessible With presence, you can learn whether participants p are available Context and sensors predict collaboration; are participants p amenable

3 Evolution of Communications Technologies Affects Behaviour and Procurement Communications tell you whether a network is accessible. With Presence, you can learn whether participants are available. Context, sensors and social networking predict participants i t amenability for Collaboration. 1980s 1970s 1990s 2000s 2010s

4 Key Issues 1. What is unified communications? 2. How should companies evaluate, justify and use unified communications? 3. How can unified communications be used to communications-enable your business?

5 Unified Communications Ultimately Controls ALL Component Communications. Buy Unified Communications as a Portfolio of Contact Center Communications & IT Applications: PBX IP Telephony and softphone , Calendaring and Directory Services Desktop Communications Business Process Integration Voic Unified Messaging Separate Conferencing for Voice, Video and Web Converged Conferencing and Collaboration Collaboration Instant Messaging "Next- Generation Dial Tone," Presence and Mobility Status t Services for All Communications Unified Rich Presence Services (New) Communications Assistant Intelligent Agent with Notification.. and the Vision EndPoint: Management, Control, Analysis of All Communications

Unified Communications & Collaboration Value Propositions.

Enterprise UC Improve performance at an enterprise or department level, on a scale beyond

Collaborative UC Support collaborative and team activity.

Personal UC Geared towards personal productivity.

6 Unified Communications & Collaboration Value Propositions. Strategic Value Process changing Revenue creating TCO Bundling Direct ROI Tactical Value Enterprise UC Improve performance at an enterprise or department level, on a scale beyond what is offered by Personal or Group UC. Collaborative UC Support collaborative and team activity. Improves the effectiveness of workgroups in both planned and ad-hoc activities. Personal UC Geared towards personal productivity. Makes individual's tasks easier and more effectively accomplished. Synergistic UC UC in one area benefits other areas. Leverages investments across multiple applications. Immediate / tangible/ quantifiable benefits Long-term value for employees and customers

7 Big Picture: IP Telephony Leads Communications-Enabled Business Process Basic Telephony Everyone Internet telephony P2P = key systems Enterprise "Skype" PBX replacement Review: Infrastructure, Platforms, Applications Horizontal Apps. Office OCS (LCS); Sametime Identity Directories Billing Enterprise apps. Unified messaging Enhanced Collaboration Knowledge Workers Presence Voice & video Shared documents Personal assistant Unified Comms Broad Integration Service Reduced human latency Instant access Skills on tap Voice valet Cust. self-help Improved transactions Transformational Business Value Exquisite it experience Always available Real-time enterprise Complete cycles Best brand equity Voice embedded in IT apps. Ease communication; collaboration; IM Leverage voice into ; directories; enterprise systems IP telephony infrastructure; VoIP; hybrid PBX migration; VLAN/WAN; QOS; broadband

8 Communications Procurement Will Change as the Service Providers' Food Chain Morphs NSPs Fixed, Mobile Carriers IT SPs, SIs HP, EDS, CSC Enterprise Platforms (MS, IBM, SAP, Oracle) *Disrupters* (Google, Yahoo) Strength Large scale, reliable, ubiquitous IT core skills, large talent pool Huge "mindshare," well financed Overwhelming consumer acceptance Weakness Future as a commodity, utility Volatile contracts, skill retention risk Innovation, portfolio challenges Unrealistic user expectations Opportunity Wealthy partner, deep resources Master new technology Advance into emerging markets Willing mass markets to Managed Service Portals Threat Regulated returns, poor partnering skills Must scale for productivity Nimble startups, best of breed Weak business channels

9 Key Issues 1. What is unified communications? 2. How should companies evaluate, justify and use unified communications? 3. How can unified communications be used to communications-enable your business?

10 Unified Communication and Collaboration: Creating an Agile Workplace The Workgroup Reality: What is Valued? Rapid response to queries and tasks Local and rapid decision-making Cooperative decision-making Cross-workgroup coordination Custom and flexible problem resolution. Quickly shifting tasks Finding the right expertise 18-hour availability In an Environment Characterized by: Ah heavily mobile workforce Cross-continent workgroups Premium on business cycle acceleration. Dynamic team creation Teams that span companies Presence Voice Calls File Transfer Web Conference Instant Messaging Audio Conferencing Blogs Wikis Folksonomies Social Pages Predictive Markets Shared Applications Scheduling Communities

11 IP Telephony, UC and IT Platforms Give New Options: Build a Comms Requirements Matrix. Categorize Users and Their IT Platforms, Then Build a Communications and IT solution Set for Each Category. For example: An executive, >50% away from desk and <20% away from office, may require a desk phone, communicator, unified communications, wireless and conferencing Class of Employee Executive Collaborative Worker Contributing Worker Mobile Professional Teleworker Employee Categories Time Away From Desk <20% of the time 20% to 50% of the time >50% of the time Time Away From Office <20% of the time 20% to 50% of the time >50% of the time Solution Alternatives Wired Desk Phone Soft Phone Wireless Cellular Phone BlackBerry/ Smartphone Wi-Fi Phone Wi-Fi/Cellular Phone Messaging Voice Mail Unified Messaging Wireless Instant Messaging Intelligent Assistant Calendaring One-Number Service Presence Conferencing Audioconferencing Videoconferencing Web Conferencing Enterprise IT Platform Communicator Discussion Unified Comms Comms-enabled Biz Process

Is Your Cell Phone Already a UC Portal? Yes!

E-mail Conferencing: audio, video, Web Keypad dialer Presence Preferred

messages File transfer Whiteboard sharing Preferences Soft client makes

12 Is Your Cell Phone Already a UC Portal? Yes! UC Partial Feature Set Corporate phone: audio & video Click-to-call IM Conferencing: audio, video, Web Keypad dialer Presence Preferred contact method + Contacts Corporate directory search Call history Voice messages File transfer Whiteboard sharing Preferences Soft client makes cell phone a PBX device Graphic/soft key interface to PBX features Vendor-specific requirements: handset & IP-PBX =

13 Which Unified Communications Approach Best Fits Your Planning Cycle? Blended Premise -Services Complete UC suite that can be on premise or network based, or both. Seamless blending of enterprise & cloud. Examples: ATT-Interwise; BT Converged, Orange Biz Everywhere. Best of Breed Multiple products integrated into a broad portfolio. Based on strong lead products and partners for other areas. Examples: Microsoft 0CS, IBM UC2, Cisco UC. Telephony Centric Extends IP-PBX and Unified Messaging g functionality with one-number, mobile phones, soft-phones, and flexible UM access. Examples: Avaya, Cisco, AVST & most IP-PBX vendors Gartner Hype-Cycle Tightly Bundled UC Very full and integrated UC suite built into a media server. Lacks and some PBX functionality. Examples: Nortel 5100, Siemens OpenScape, InIn CIC. & Collaboration Based Approach Extends and web-collaboration with IM, Presence and a unified client: Microsoft Exchange & LCS, IBM Notes & Sametime. Technology Trigger Peak of Inflated Expectations Trough of disillusionment Slope of Enlightenment Plateau of Productivity

14 Key Issues 1. What is unified communications? 2. How should companies evaluate, justify and use unified communications? 3. How can unified communications be used to communications-enable your business?

15 Unified Communications & Collaboration: Promoting Workplace Biz Process Agility. Lo oan Business Cycle: Enterprise Process Chain Without Communicationsenabled Applications Need Approval Business Process Issues Approval Problems Presence-enabled enabled Find-Me Presence + Presence + IM Enterprise Information Chain

16 Business Case for Unified Communications. UC and communications enablement business case is about: -Productivity improvement e - Business process acceleration - Operational improvements - Competitive necessity And the tools to measure these - Changing the way people and businesses communicate The real value is in "discovering" new ways to work together. Business units and individuals not central IT generate the requirements. Justification should be based on a few primary benefits per user group/type: - Don't justify with a complex business case; it's unconvincing and unlikely to succeed.

17 Organizational Change Should Lead Technology Change: NOT Lag Behind It!!! Availability 1970s Maturity 1980s Availability Maturity Availability Maturity Availability Maturity Organization chnology Tec Voice Data Voice Network Org. Data Voice Network Org. Data Apps Org. Network Org. Data Voice + Apps Org. Separate data / voice networks Dedicated voice Unification of voice and data Mainly a replacement devices with limited feature / function enhancements Primarily focused on amalgamating traditional means of communication (e.g., conferencing, messaging) Business application and process integration Significant process improvements anticipated CEBP = Communications Enabled Business Process

18 Conclusions: Emerging Unified Communications and Collaboration (UCC) will ultimately become a set of tools used control ALL component communications. Consider Unified Communications as a necessary toolset on the way to Communications-Enabled Business Process. Communications-enabled businesses process will happen: Lead rather than react.

THE NEW HYPER-CONNECTED ENTERPRISE. Improve collaboration. Enhance customer experiences. Streamline business processes.

THE NEW HYPER-CONNECTED ENTERPRISE Improve collaboration. Enhance customer experiences. Streamline business processes. Oracle Communications portfolio of open enterprise-class communications solutions