Defining Enterprise Needs Reviewing The Vendor ...ucinsights.com/services/Bennett Parker Interop NY 2012 CL30 UC... · UC-U UCValue per user per year per user per year • $3,034Improve

UniComm Consulting and UC Insights Present …

Defining Enterprise Needs

Reviewing The Vendor Capabilities

Recommending Choices

Marty Parker, Principal

UniComm Consulting LLC [email protected]

408-420-5539

Russell Bennett

Founder & President, UC Insights [email protected]

425-283-6466

New York City, NY October 3, 2012

mailto:[email protected]


© 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


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


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…


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


http://www.polycom.com/products/telepresence_video/video_conference_systems/index.html

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


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


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


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?







Inter-domain vs. Intra-domain

Intra-domain – interop between vendor

equipment inside the corporate firewall

Inter-domain – interop between

companies through the corporate firewall


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


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


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


http://www.polycom.com/products/telepresence_video/telepresence_solutions/room_telepresence/index.html

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


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


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


What Is Available Now – Federation Multi-modal Instant Messaging

& Presence

© Russell Bennett UC Insights 2012

What Is Available Now – Federation

Instant Messaging & Presence, Voice



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


What Is Available Now – PBX / PSTN

UC : PBX/PSTN UC : SIP Trunk



UC Client Video Sessions

• Video sessions to video end-points

• Small rooms, executive desktops

• Desktop to desktop

• Intra-Domain and Inter-Domain


What Is Available Now – Video MCU


What Is Available Now – Video Cloud







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, R Bennett UC Insights 2012

What Is Available Now - Conferencing

‘Reach’ Client /

Dial-in






© 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 [email protected]

408-420-5539

Russell Bennett

Founder & President, UC Insights [email protected]

425-283-6466

New York City, NY October 3, 2012

Thank you for participating!



Appendix

Part 1: Vendor Reference Page Links


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


http://enterprise.alcatel-lucent.com/?dept=PartnerwithAlcatelLucent&page=ApplicationPartners



http://support.avaya.com/

http://www.cisco.com/en/US/netsol/ns728/networking_solutions_program_category_home.html

https://communities.cisco.com/community/technology/collaboration/product/uc/migration

http://technet.microsoft.com/en-us/lync/gg236602










Part 2: Vendor Interoperation Program Summary Slide(s)

(Where provided by various vendors)

Appendix


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

http://www.ucif.org/

http://msdn.microsoft.com/en-us/library/cc307432(v=office.12).aspx

http://technet.microsoft.com/ucoip

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

http://www.microsoft.com/windowsmobile/en-us/default.mspx

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Defining Enterprise Needs Reviewing The Vendor ...ucinsights.com/services/Bennett Parker Interop NY 2012 CL30 UC... · UC-U UCValue per user per year per user per year • $3,034Improve