THE NEW HYPER-CONNECTED ENTERPRISE Improve collaboration. Enhance customer experiences. Streamline business processes.
Oracle Communications portfolio of open enterprise-class communications solutions simplify unified communications networks, provide seamless secure connectivity to cloud services, integrate communications into business applications and improve end-user collaboration. 2
THE NEW HYPER-CONNECTED ENTERPRISE Enterprise communications is rapidly evolving. IP-based technologies are enabling a new hyper-connected enterprise where users are always on-line, always collaborating. A number of innovations are reshaping enterprise communications: Unified communications Traditional PBXs are giving way to unified communications platforms like Microsoft Lync, Cisco Unified Communications Manager, and Avaya Aura that offer integrated voice, video, chat, and collaboration capabilities. Mobility and BYOD Smartphones, tablets and wireless broadband are ubiquitous, enabling today s workers to engage colleagues from any place, at any time providing businesses with new ways to engage their customers. SIP-based communications The Session Initiation Protocol (SIP) has emerged as the industry standard for voice and video communications over IP networks. Enterprises are choosing SIP-based UC platforms and endpoints to increase flexibility and eliminate vendor lock-in. They are replacing legacy telephone network connections with SIP-based connections that deliver a wide range of innovative services beyond access to the PSTN. The cloud Cloud-based services are fundamentally transforming IT. Enterprise communications is no exception. Businesses are turning to cloud-based communications and collaboration solutions for video, audio and web conferencing, contact center services, and team productivity tools. Web-based communications WebRTC (Web Real-Time Communications) is emerging as an open standard for embedding real-time multimedia communications directly into enabled web browsers and mobile applications. Enterprises are adding browser-based voice, video, and data communications to business processes and apps to improve customer interactions and boost worker productivity. Disruptive enterprise communications trends 42% unified communications adoption 1 $3 billion global SIP trunking services market 2 1 billion global smartphone shipments per year 3 61% WebRTC browser share 4 3
BUILDING A COMPETITIVE ADVANTAGE Enterprises are leveraging these disruptions to build competitive advantage. The new hyper-connected enterprise uses next generation communications to accelerate decisions, boost productivity, respond faster to customers, and increase differentiation and brand loyalty: Enhance customer interactions Increase sales and improve brand stickiness by adding rich communications to websites and mobile apps. Accelerate decision-making Improve customer service and eliminate inefficiencies by weaving click-to-call functions into software that drives business processes. Improve collaboration and customer presentations With on-line meetings, HD video conferences, and file and desktop sharing. Unleash mobile produc tivit y By extending enterprise communications and collaboration services to mobile workers. Improve customer experiences By adding video and screen sharing to contact center apps. Optimize produc tivit y and accelerate transactions By rapidly identifying and engaging workers based on skill, availability, and other criteria. Rapidly disseminate impor tant information By automating communication processes. With Oracle s solution, we took an important step toward creating a more extensible telephony architecture that ensures support for future needs and value-added services, while being more cost-efficient than we were with conventional PSTN technology, Steffen Ninebuck Network System Engineer KKH-leading german health insurance provider 4
RE-THINKING ENTERPRISE COMMUNICATIONS The proprietary network architectures that have dominated enterprise communications simply don t have the flexibility to efficiently deliver the range of services required by the hyper-connected enterprise. They rely on costly and proprietary client-server software that locks-in customers, doesn t interoperate with systems supplied by other vendors and is cumbersome to deploy on mobile devices. Worse still, the APIs offered by these systems are not compatible or based on industry standards, which increases costs, lengthens development cycles and complicates maintenance for communications-enabled business applications. To become a hyper-connected enterprise, you need to adapt your network architecture to meet a variety of critical requirements: Multivendor interoperability To enable the hyper-connected enterprise you ll need to tie together diverse systems (UC, PBX, and business apps), devices (smartphone, tablet, browser, and desk phone) and connections (wired and wireless, public and private) while instituting uniform features and policies. Open architecture for applications Your applications developers will need familiar Web Services programming interfaces to easily add communications functions to business applications and you ll want standards-based collaboration applications that can contain costs. Web and cloud ready You ll need to tie your corporate communications infrastructure to select cloud services and build bridges between your contact centers and customers using WebRTC technology. Mobile You ll need to easily add rich communications capabilities to mobile apps for enhanced customer experiences and increased worker productivity. Enterprise-class security, reliability and compliance As communications becomes more distributed and ubiquitous, you ll need to make sure it remains as secure and reliable as your current infrastructure while ensuring compliance with a growing number of regulations and standards. 5
ORACLE HYPER-CONNECTED ENTERPRISE Oracle Hyper-Connected Enterprise solutions are specifically designed to meet the needs of a more dynamic, always-connected enterprise. Our communications infrastructure normalizes multivendor communications for easy endto-end connectivity, ensures enterprise- class security to protect against threats, and provides centralized network control so you can optimize costs and simplify operations. With Oracle Communications solutions you can rapidly deploy new communications-enabled applications, efficiently introduce new cloud-based collaboration services, and tie it all into your multivendor UC network-without sacrificing security or reliability. In addition, Oracle Hyper-Connected Enterprise solutions support open standards like WebRTC and REST that make it easy to embed real-time voice, video, and presence directly into web-based applications and business processes. COMMUNICATIONS- ENABLED APPS MULTIVENDOR UC CLOUD SERVICES COMMUNICATIONS INFRASTRUCTURE Figure 1. Oracle Communications open enterprise-class communications solutions simplify multivendor UC networks, provide seamless secure connectivity to cloud services, and integrate communications into business applications. 6
ENABLING THE HYPER-CONNECTED ENTERPRISE Improve collaboration, enhance customer experiences and streamline business processes with Oracle Hyper-Connected Enterprise Solutions. Multivendor UC Simplifies and integrates disparate UC systems and network services for seamless end-to-end communications. Open architecture Standards-based interfaces accelerate delivery of communications-enabled business processes and optimize costs. Enterprise class Highly scalable and reliable, with comprehensive security, policy, and management controls to streamline deployment and operations. 7
... the layered architecture enables you to rapidly deploy a range of communications services... 8
LAYERED COMMUNICATIONS ARCHITECTURE ENABLES SCALABILITY AND RESILIENCY Oracle Hyper-Connected Enterprise solutions leverage a layered architecture that centralizes and abstracts key services to streamline network operations, enable rapid deployment of communications-enabled applications, and ensure compliance. The tiered architecture includes: An access layer That ensures secure and seamless connectivity and high service quality. A core layer That normalizes traffic and provides centralized session control, orchestration, and management functions. An application layer That delivers converged services to business applications. By centralizing session control and policy enforcement functions, safeguarding network access, and ensuring seamless interoperability, the layered architecture enables you to rapidly deploy a range of communications services that leverage diverse vendors, endpoints, applications, and networks. You can do this without compromising security, scalability, or reliability. Business UC Cloud Apps Systems Services APPLICATION Converged Services CORE ACCESS Routing, Normalization, Orchestration Security, Interworking, QoS Web PSTN Remote Worker Private Network Figure 2. Oracle Hyper-Connected Enterprise solutions exploit a layered architecture for ultimate scalability and reliability. 9
ORACLE HYPER-CONNECTED ENTERPRISE SOLUTIONS Oracle Communications offers a wide range of solutions to help improve collaboration, enhance customer experiences, and streamline business processes. Many customers deploy our solutions in sequence as they expand their use of IP communications from the access to the application layer. Oracle solutions for the Hyper-Connected Enterprise include: SIP trunking Leverage IP-based trunk services offered by carriers to create an all-ip infrastructure that improves agility and economics without sacrificing security or reliability. Multivendor UC Tie together disparate unified communications platforms. Enable end-to-end communications and uniform identities, policies, and dial plans across diverse systems and endpoints. Improve worker productivity and collaboration. Customer experience Add voice and video to mobile apps, customer-facing websites, and contact center applications. Record sessions for compliance and ensure high service quality for customer interactions. Improve customer satisfaction and retention. Application integration Integrate real-time communications into web-based business processes. Orchestrate sessions based on business logic. Accelerate decision-making and improve corporate productivity. Mobile communications Extend enterprise communications services to mobile users while ensuring high security, reliability, and service quality. Reduce international calling costs for traveling employees. Fully empower on-the-go workers. Collaboration Bring people and processes together in a cost-effective manner. Add multimodal communications, presence, and screen and information-sharing to web-based applications and services. Move to an all-ip Infrastructure Reduce network complexity Enable WebRTC and compiance recording Extend comms to business applications Deploy secure, high-quality remote comms Deliver IM, presence and collaboration Figure 3. Oracle Hyper-Connected Enterprise solutions improve collaboration, enhance customer experiences, streamline business processes, and optimize economics. 10
BENEFITS Improve collaboration Support on-line meetings, video conferences, and desktop and file sharing Enhance customer experiences Communications-enable websites and mobile apps Streamline processes Add voice and video to business applications Contain costs Reduce capital equipment and operations expenses Accelerate deployment Ensure seamless interoperability and interworking across diverse environments Increase reliability Deliver highly available services to customers and employees 11
UNLEASH PRODUCTIVITY AND COLLABORATION WITH ORACLE Unified communications, mobility, and the cloud are ringing in a new era of enterprise communications where one-on-one phone calls give way to rich multimedia experiences, and hyper-connected users conduct business anywhere, anytime. You ll need to adapt your network architecture to meet the requirements of the new hyper-connected enterprise, and Oracle can help. Oracle Communications portfolio of open enterprise-class communications solutions are UC vendor-agnostic, enabling a best of breed communications strategy while protecting investments in legacy UC systems. Designed to bring communications and business applications together, they ensure simple, secure, and reliable communications across diverse vendors, networks, applications, and services, helping you make the hyper-connected enterprise a reality. Improve collaboration, enhance customer experiences, and streamline business processes with Oracle Hyper-Connected Enterprise solutions. Oracle Corporation, World Headquarters Worldwide Inquiries 500 Oracle Parkway Phone: +1.650.506.7000 Redwood Shores, CA 94065, USA Fax: +1.650.506.7200 CONNECT WITH US B blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com Hardware and Software, Engineered to Work Together Copyright 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. 0614