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UniComm Consulting and UC Insights Present …
Defining Enterprise Needs
Reviewing The Vendor Capabilities
Recommending Choices
Marty Parker, Principal
UniComm Consulting LLC MParker@UniCommConsulting.com
408-420-5539
Russell Bennett
Founder & President, UC Insights russell@ucinsights.com
425-283-6466
New York City, NY October 3, 2012
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
For each UC application,
UC Interoperability is:
The minimum set of
connection points and methodologies
between the UC Platform or Client
and any other system or network elements
necessary for the UC application to
meet the users’ and the business’ needs.
UC Interoperability - Definition
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
It just works – out of the box
We have made it work, bilaterally
We have made it work, unilaterally
Can be made to work (APIs, SDKs)
Does not work, at all
UC Interoperability Categories
Session Focus
Why Interoperation?
Integrate UC with legacy systems
• ‘Sweat the assets’: save upgrade time & money
Connect diverse UC use cases/platforms
• Optimize business results most efficiently
Extend communication reach, effectiveness
• Reach customers, partners, prospects
• Use the best tools for each task or function
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Three Things In This Session
1. What Are the Top UC Applications?
2. Where is UC Interoperation Needed?
3. What Solutions Are Available Now?
Plus: Your scenarios and questions…
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Communications integrated to optimize
business processes
What Is UC?
© M Parker UniComm Consulting 2012
Presence
Enhanced Conferencing Collaborative Workspaces
Software-based solutions
Video Options
Embedded Communications
IM and Chat Social Networks
Multimedia/Mobile IP Devices
© M Parker UniComm Consulting 2012
Process Optimizations
• Rich Presence with IM • Roles / skills vs. names • Mobile information delivery • Collaborative workspaces
Targeted to process groups Involves system integration Cuts costs / drives revenue Reason to invest in change
User-oriented tools • IM with Presence • Softphones • Mobility Support • Conferencing
Generic groups (~ COS) or enterprise-wide Saves “xx” minutes / day “Sizzle” of IP Tel and Messaging investments
UC-U: User Productivity UC-B: Business Process
Helping individual users manage their communications
Enhancing business processes with integrated communications
© M Parker UniComm Consulting 2012
Major UC-B Applications
Optimize resource utilization
Accelerate transaction completion
Increase notification precision
Improve contact success
Automate communication processes
Speed information delivery
Enhance collaboration effectiveness
1
2
3
4
5
6
7
© M Parker UniComm Consulting 2012
UC-B Application Case Study Examples
Optimize
Resource Utilization
Help Desk: Find engineers via IM search to save
70% of time; 80% better service
Accelerate
Transaction Completion
Mortgage Company: Answer questions via
Presence and IM ups capacity by 30K loans/year
Increase
Notification Precision
Utility Company: Reduce outage times via crew
dispatch app using location, skills, rules
Improve
Contact Success
Branch Banks: Increase revenues and service via
video access to banking specialists
Automate
Communication Processes
Insurance: Put IM in broker portal for field-specific
chat; staff saves 30%, ups loyalty
Speed
Information Delivery
University: Use student iPhone apps for NANO
quizzes for better and more learning
Enhance
Collaboration Effectiveness
Oil Exploration: Reduce time and assets 20-25% for
each exploration via built-in collaboration tools
© M Parker UniComm Consulting 2012
UC-U Value
per user per year
• Improve conferencing
$3,034
• Reduce wasted time
$1,137
• Eliminate Delays
$1,005
• Save Toll Costs
$246
• Reduce Admin TCO:
$43
UC-B Value
per user per year
• Increase sales
$115,909
• Speed projects
$95,000
• Lower process costs $12,880
• Cut operational $ $11,875
• Drive transactions to
mobile devices
$7,813
What Value Can UC Deliver?
© M Parker UniComm Consulting 2012
Three Things In This Session
1. What Are the Top UC Applications?
2. Where is UC Interoperation Needed?
3. What Solutions Are Available Now?
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Inter-domain vs. Intra-domain
Intra-domain – interop between vendor
equipment inside the corporate firewall
Inter-domain – interop between
companies through the corporate firewall
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Inter-domain – AKA Federation
Multi-media communications across the internet
• Needs authentication, encryption and firewall traversal
Standards for ‘out of the box inter-vendor interop’ are
incomplete
Mostly same-vendor support
• Cisco CUCM v8
• Microsoft LCS (IM&P only), OCS / R2, Lync, Lync Online
Unless…you use:
• A bilateral gateway
• A Federation Intermediation Service
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Top Five areas of UC Interoperation
UC Functional Areas UC Interoperation Requirements
1. Presence & Instant Messaging Intra-Domain: PBX/IP PBX, video systs.
Inter-Domain: Business partners; public.
2. Voice Sessions Intra-Domain: PBX/IP PBX calls
Inter-Domain: PSTN/Cellular calls
3. Video Sessions Intra- or Inter-Domain: Video end points
4. Conferencing Intra- or Inter-Domain: Conference
Services on on-prem. MCUs
5. Sharing Desktop/Apps/Docs Intra- or Inter-Domain:
Ability to share across vendor brands
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Not included in today’s session:
• Mobility: UC vendor’s client functionality, not interoperation
• CEBP Integration: UC vendor’s API/SDK/plug-in suite, not interoperation
Points of Interoperation P
ub
lic
Oth
er E
nte
rpris
es
PC/MAC
Tablet
Smart-
Phone
UC System
Video Systems
MCU
PBX/IP-PBX
Gateways
PSTN/
Cellular
Internet
UC Clients
1. Federation
E-mail, Portals,
Workspaces
2. Voice
Intra-
Domain
Inter-
Domain
3. Video
4. Conferencing
5. Sharing,
Collaboration
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Vendor Priorities
A small sample of vendors offered their
priorities for UC Interoperation:
• IM/Presence
• Voice – media and devices
• Video – media and devices
• Gateways
• Services (SIP trunks, E-911, etc.)
• BYOD (mobile devices)
• CEBP
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
What are the sources of Information?
Primarily, published vendor information
Secondarily, SI and third party information
• Create packaged modules
• Offer custom integration services
See selected links in Appendix sections
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Where UC Interoperation Is Needed
Federation
• Connection between UC system and other
presence-enabled systems in the enterprise
• E.g. PBX off-hook status; video end point status
• Connection with supply chain partners and
with business associates
• Between UC systems (Intra- or Inter-Domain)
• Via public IM/Presence/UC systems
• Minimum: Presence & IM
• Preferred: Voice, Video, Collaboration
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
What Is Available Now – Federation Multi-modal Instant Messaging
& Presence
© Russell Bennett UC Insights 2012
What Is Available Now – Federation
Instant Messaging & Presence, Voice
© Russell Bennett UC Insights 2012
Where UC Interoperation Is Needed
PBX/PSTN Connectivity
• Voice calls to/from phones/numbers on the PBX
• Intra-Domain
• Voice calls to/from phones/numbers on the PSTN
and Cellular networks
• Inter-Domain
Excludes Video or Sharing options
• Usually supported on non-PBX adjunct systems
Excludes voice via UC federation
May require Uniform Dial Plan rationalization
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
What Is Available Now – PBX / PSTN
UC : PBX/PSTN UC : SIP Trunk
© Russell Bennett UC Insights 2012
Where UC Interoperation Is Needed
UC Client Video Sessions
• Video sessions to video end-points
• Small rooms, executive desktops
• Desktop to desktop
• Intra-Domain and Inter-Domain
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
What Is Available Now – Video MCU
© Russell Bennett UC Insights 2012
What Is Available Now – Video Cloud
© Russell Bennett UC Insights 2012
What Is Available Now – Video Cloud
© Russell Bennett UC Insights 2012
What Is Available Now – Video Cloud
© Russell Bennett UC Insights 2012
Where UC Interoperation Is Needed
UC Client To Audio/Video/Web Conferences
• Audio/Video Meeting Room systems
• Primarily Intra-Domain
• Audio/Video Conferencing systems
• Usually a Multipoint Control Unit (MCU) or Bridge
• Intra- or Inter-Domain
Excludes conferencing on the UC system
• Since this is supported by the UC vendor
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
© M Parker UniComm Consulting, R Bennett UC Insights 2012
What Is Available Now - Conferencing
‘Reach’ Client /
Dial-in
Three Things In This Session
1. What Are the Top UC Applications?
2. Where is UC Interoperation Needed?
3. What Solutions Are Available Now?
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
© M Parker UniComm Consulting, R Bennett UC Insights, 2012
Your Q & A
Your Scenarios
Defining Enterprise Needs
Reviewing The Vendor Capabilities
Recommending Choices
Marty Parker, Principal
UniComm Consulting LLC MParker@UniCommConsulting.com
408-420-5539
Russell Bennett
Founder & President, UC Insights russell@ucinsights.com
425-283-6466
New York City, NY October 3, 2012
Thank you for participating!
Appendix
Part 1: Vendor Reference Page Links
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Vendor Interoperation Resources
Vendor Interoperation Web Link(s)
Alcatel-Lucent http://enterprise.alcatel-lucent.com/?dept=PartnerwithAlcatelLucent&page=ApplicationPartners
Avaya http://support.avaya.com
select downloads & documents
enter the Avaya product of interest
select Application Notes as the desired content type
Cisco Cisco Interoperability Portal Page http://www.cisco.com/en/US/netsol/ns728/networking_solutions_program_category_home.html
Migration Corner in Collaboration community, where you can ask questions: https://communities.cisco.com/community/technology/collaboration/product/uc/migration
IBM
Microsoft http://technet.microsoft.com/en-us/lync/gg236602
Master page for wide range of interoperation topics
Siemens Enterprise
Communications
http://www.siemens-enterprise.com/us/products/unified-communications-collaboration.aspx
General link to their UC offering
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
Part 2: Vendor Interoperation Program Summary Slide(s)
(Where provided by various vendors)
Appendix
© M Parker UniComm Consulting 2012 © Russell Bennett UC Insights 2012
COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.
37
SEAMLESSY SHIFT BETWEEN ALL DEVICES
SHARE OR WHITEBOARD
GENERATE/MANAGE VIDEO CONTENT
Personal Cloud for Unified Communications: Multi-Party, Multi-Media, and Multi-Device
ADD ANY PARTICIPANT ANY NETWORK
Public Enterprise
WITH “NATIVE” VIDEO
AND START CONVERSATIONS
Choose your DEVICE
Choose your Apps: PERSONAL or BUSINESS, DESKTOP or MOBILE
© 2011 IBM Corporation
38
IBM Sametime: The social software platform for
Unified Communications and Collaboration
● Standards based audio & video
● Web 2.0 APIs for easy integration
Commitment to standards-driven interoperability
● Multiple options to integrate with IP or TDM telephony
● Open, extensible, secure, cross platform, highly scalable
UCI Forum
Office Protocol Docs
technet.microsoft.com/UCOIP
Interoperability with Lync
UC Open Interoperability Program
Ensuring that customers have seamless experiences with setup,
support, and use of qualified products & services
41
© 2011 Siemens Enterprise Communications GmbH & Co. KG.
Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens
AG. October 12
Our approach to Unified Communications
Support various email, IM, web conference, application clients
Work w/ various voice platforms
Email toolbars
IM client integration
Enterprise portal integration
Enterprise-grade voice platform
Centralized administration and data-center solution
Unique, user-centric presence & collaboration features
Integrated application suite from a single source
Social media integration
Directory search & provisioning w/
Active Directory
Deliver the rich enterprise assets customers expect
Maintain vendor flexibility at component level
Interoperate and add value where possible
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