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On April 27th and May 5th, Paul Hillman presented his 'news and views' from the 3rd Annual, "invitation-only" UC Summit in La Jolla, California.IT professionals and business executives around Michigan learned the cold, hard facts about the top UC providers, including Microsoft, Cisco, Avaya, IBM, NEC, and Siemens.View the slide deck and find out if and what unified communications solution is right for you.For more information on this or other unified communications topics, visit our blog at www.cdhtalkstech.com.
Citation preview
C D H
C D HUnified Communications
Summit 2011
April 2011
C D H Quick Facts
About Us• 21st Year• Grand Rapids &
Royal Oak• 30 Staff
Approach• Vendor Neutral• Non-reseller• Professional
Services Only
Partnerships• Microsoft Gold
• Central Region Client Experience Award Winner
• VMware Enterprise• Citrix Silver• Novell Platinum• Cisco Premier
C D H
Infrastructure
Access & Identity Management
Expertise
Project Management
Collaboration
C D H Talks TechC D H
C D H The UC Summit: What is it?
• 3rd Annual• 84 System Integrators• 28 Consultants• 16 Vendors• La Jolla, CA• Host: UC Strategies
C D H UC Summit Sponsors
Avaya
C D H Definition of UC
• Communications Integrated to Optimize Business Processes (UCStrategies.com)– UC integrates real-time and non-real time
communications with business processes– Uses presence capabilities for coordination – Presents a consistent, unified user interface
and experience across multiple devices and media types
7
Presence Software-based solutions
IP Networks / Multimedia
IM and Chat
Enhanced Conferencing
Collaborative Workspaces
Embedded CommunicationsSpeech Recognition
Video
C D H Process Optimizations
• Rich Presence with IM• Roles / skills vs. names• Mobile information delivery•Collaborative workspaces
Targeted to process groups Involves system integrationCuts 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 processeswith integrated communications
C D H UC – Phase I
– UC – User Productivity (UC-U)• At the personal / individual user level• Hard to measure and aggregate in ROI
UC-U
UC
C D H UC – Phase II
– UC – Business Process (UC-B)• At the business level - enterprise as a whole• Significant and measurable (track ROI)• Human latency
UC-U
UC
UC-B
C D H UC – Phase III
– UC – Analytics & Metrics• Time management• Word/phrase detection (real time)
– A new level of communications service• High ROI• Competitive advantage
UC-U
UC
UC-BUC-A
C D HCommunications Industry
Transition
• Hardware model to a software model• Microsoft & IBM enter market• Vertical market solutions will drive choices• Communications endpoints are evolving• CPE vs. cloud• Social networking moving to social
business• Major industry & channel consolidation
C D H
UC-U Value• Improve conferencing $3,034
• Reduce wasted time $1,137
• Eliminate delays $1,005
• Save toll costs $246
• Reduce admin TCO: $43
UC-B Value• Increase sales $115,909
• Speed projects $95,000
• Lower process costs $12,880
• Cut operational cost
$11,875
• Drive transactions to mobile devices
$7,813
UC Value Per User Per Year
C D H Three Platform Choices
Expand, build on voice platform1
2 Expand, build on desktop platform
3 Expand, build on business software applications platform
C D H Expand, build on voice platform1
• High number of voice calls
• Many field, retail, or branch personnel
• Conferencing is primarily meetings, notcollaboration
• Retail stores or services, construction, education, field sales
C D H Expanding the Voice Platform*
* Assumes current release of IP/PBX
• Add Presence, IM
• Add Conferencing
• Add Smartphone Mobility
• Add CEBP services
C D H 2 Expand, build on desktop platform
• Operation based on email and documents, spreadsheets, word documents, presentations, etc.
• Business‐centered information and collaboration, teams work together to deliver services
• Legal, Accounting, Professional services, HQ staff, Marketing, Mobile Sales, Development, Government, Investment Management
C D H Expanding the Desktop Platform
• Add Presence, IM with click-to-communicate
• Add Conferencing
• Use native interfaces to email, office apps,collaboration
• Add enterprise telephony
C D H 3 Expand, build on applications platform
• Operation driven by software applications
• Work on transactions, logistics, supply chains, service, web‐based sales, call centers, catalog sales, global service desks
• Manufacturing, distribution, insurance, health care, retail brokerage, logistics, transportation
C D H 3 Expand, build on applications platform
Embed UC functions in Application Software• Communication functions invoked by
application software• Presence, buddy lists, etc. are hidden or dynamic• Click‐to‐communicate may be available• Detailed call plans, process driven escalation
procedures• Collaboration is minimal, transaction driven
C D H Expanding the Applications Platform
OR• IM & Presence
• Add communications to PC
• Headset plan a must
• CEBP LOB businessapplication
C D H Headset Plan
• Vendors– Plantronics– Jabra– Logitech– Motorola– AltiGEN– Sennheiser
C D H Pricing in $/User/YearVendor UC Only
Aastra $ 36
Alcatel-Lucent $ 48Avaya $ 35
Cisco $ 32
IBM $ 28 InteractiveIntelligence $ 104 (syst)
Microsoft $ 16 Mitel $ 63
NEC $ 11
RIM $ 41ShoreTel $ 70
Siemens $ 83
• 2,000 users;4 UC ‘workloads’– IM/Presence– Conferencing– Mobility– CEBP
• UC only ranges from $16 - $70/user/year($2 - $6/user/month)– Average down from
$81 to $38/user/year
C D H Summary
• Headsets are NOT just a microphone & speaker, you NEED a headset plan
• The cost of UC is driven by the number of UC services: IM, voice, video, presence, mobile, speech recognition, conferencing– Devices, integrations, professional services
• UC has permanently changed the economics
C D H Vendor Line Up
• Vendor Line Up– NEC– Siemens– Avaya– IBM– Cisco– Microsoft
C D H
C D H NEC
C D HIntroducing the UC&C
Architecture
Virtualization &
Cloud services
Mobility
Agent services
Vertical apps
RIA
• NEC’s software-based communications designed for dynamic, distributed environments suited to meet needs of workers tomorrow.
• NEC’s UC&C Architecture features:– Standards-based– Network agnostic– Service-orientation– Security & scalability– Robust UC & collaboration
services– Centralized management
C D H Next Generation UC PlatformSV8500 & Sphericall begin to expand capabilities and interoperability in 2011 to
reach common UC solution
Encompasses public/private/hybrid cloud-based environments
Software-basedSphericall platform
•Open standard protocol•Service oriented•IT SW Architecture•Vertical apps•RIA
XMPP
IPv6
Virtualization
Vertical Enhancements
Cloud Capacity
MS Lync/IBM ST
Standard SIP
Rich Call Center
XMPP
IPv6
Rich Media
Social Network
Web 2.0 (RIA)
CEBP
Vertical Apps
Cloud
Common Global Integrated
UC Applications
2011and beyond
Next GenUC&C Platform
C D HUC&C Overview
• Provides:• Enterprise Class IP-PBX
• Full featured unified communications
• Unified messaging
• Contact Center
• Audio/Video conferencing
An IP-based communications solution delivered in a single, easy to deploy software platform
• An integrated software-based communications solution
• Virtualization
• Scalable
• Easily distributed
• Network agnostic
• Standards-based
• Engineered for a Service Oriented Architecture (SOA)
• Call recording
• Business continuity
• Management tools
I’m in the UK this week, looking forward to a good meeting with Chris from EMEA IT Solutions
I hope you’re all spreading the word about the cool RIA software I am working on!
Review Meeting for RIA Development ProjectPearson Conference Room
Working hard on my Functional Spec due in a week!
I’m back from my holiday and starting up the coding on the new UI controls for the Twitter panels today!
C D HExtensible RIA Client
Framework
C D H Anywhere – All the Time
C D HNEC “No Customers Left
Behind”• Mapping of SV8500 enhanced networking to standards based networking, allows
UC&C to provide a rich array of services to existing customers as they evolve forward on their “timeframe”
– Rich new services added to existing telephony infrastructure– Software portability migrates IP phones smoothly– Enables IT to carefully manage migration to new infrastructure
XML/SOAP Web Page Server
Media Switching Services
Adaptive Session Initiation Protocol
XML/HTML .NET Remoting
Agent Services
Rich Agent Session Controls
Web Conf Page Server XML RPC
SW Audio Mixer with SIP Media Connection
Web Conferencing Services
Joe
X100
Customer
RIA Client X200JaneWeb Conference RIA Client
JaneWeb Conference
Jane
Web Conference
C D H NEC Summary
Positives ++ Strong Global
Company+ Large Installed Base+ Existing Channel
Negatives –- Hardware-based
solutions- Strategy Unclear- Fluff, Little substance- “No Customer Left
Behind”, is that good for you?
C D H
C D H Siemens
C D H Siemens Enterprise CommunicationsCompany overview
Optimize Transform
Over 1 million customers in 120 countries
Revenues of €2.3 billion ($2.8 billion) FY-2010 Four quarters consecutive growth; strong Q1 Cash-flow positive/large war chest
A growing force in a growing market
#3 market share globally
Source: MZA Consultants
#1 in Europe (19%)#1 in LAM
(18%)
6.2 million devices in USA#4 in LME VoIP
#1 in Germany(40%)
#1 in India(17%)
(51%)
(49%)
70% global 500 customer base Vast annuitized revenue stream
C D H
OpenScape Cloud ServicesOpenScape Cloud Services
OpenScale Services
OpenScape Collaboration, Video, Social Media and Contact Center
OpenScape Voice, Office, Unified Communications and Mobility
Enterasys Switching & Routing, Wireless, Security and Network Management
Flexible deployment andconsumption choices
PremiseDeployment
HybridDeployment
CloudDeployment
Highly reliable and secure, carrier-grade UC SaaS
Highly reliable and secure, carrier-grade UC SaaS
Full spectrum of proven, ITIL-basedmulti-vendor services available globally
Easy, affordable, enterprise-grade software with deep application/social
integrations
Massively scalable, open and virtualized software architecture
Automation, visibility and control across integrated wired and wireless networksAutomation, visibility and control across integrated wired and wireless networks
Managed Services
Unified Communications
Automated Networks
Collaborative ApplicationsCollaborative Applications
Secure Cloud Secure Cloud
PortfolioDifferentiationSolutions
Open Communications ArchitectureUnified communications and networking –
ready for the cloud
C D H
Mature and Proven Solution
CAGR 124% over last 6 years Over 1.2M
licenses sold Next-Gen SW
Architecture
Scalable and Reliable
Single System scales to 100,000 users Carrier Grade
99.999% Reliability
Flexible Deployment Options Virtualized and
Cloud Ready Anywhere Worker Survivable Branch
Office
Most Complete Solutions
UC Essentials are Built-in Highest Value
Applications pre-integrated
Compelling Value Proposition
Lowest TCO Sound ROI on
Investment Customer
References
SIP session control
Federated presence
QoS management
Session detail reporting
Administration and licensing
Availability managementData center
OpenScape Unified Communications Server
OpenScape UC Suite
OpenSOA
OpenScape UC Server and UC Suite
C D H
OpenScape CloudServices
OpenScape OfficeVersion 3
OpenScape UC Server Xpress
PremiseDeployment
HybridDeployment
CloudDeployment
Optimal for 350 – 1,000 users
Includes: Enterprise VoIP Conferencing Voicemail Unified Messaging Device Presence Contact Center
New multi-site capabilitiesfor up to eight sites
Increased scalability upto 500 users (LX edition)
Social media federationwith Google Chat
Enhanced mobile UCclient
Virtualization support
Comprehensive future-proof ‘Voice and UC as a Service’
Robust carrier-grade next-gen software platform
Security and reliability, redefined for the Cloud
Easy to acquire and use Integrated Partner calling
plans
New FlexibleDeploymentOptions
End-to-end Range of Solutions for SMB and Mid-MarketCustomers – All Channel Partner Ready
Introducing OpenScape Channel-Only Solutions
C D HSiemens Enterprise
CommunicationsUnified Communications and voice portfolio positioning
< 350
1,000
>2,000
Advanced UC andintegration capabilities
Numberof users
SM
B
M
id-m
arke
tLa
rge
OpenScape OfficeHiPath 3000
HiPath 4000Evolution
OpenScape UC Server Xpress(incl. OpenScape Voice)
OpenScape UC Server Enterprise(incl. OpenScape Voice)
OpenScape Cloud Solutions
C D HOpenScape OfficeSolution Overview
Server-based
All-in-oneappliance
OROpenScape Office
OpenScape Office MX
All-In-One UC appliance solution Supporting up to 150 users
Pure Software UC enabling virtualization, multi-site Supporting up to 500 users
OpenScape Office LX
Server-Based UC solutionfor HiPath 3000 installations Supporting up to 500 users
OpenScape Office HX
C D H Siemens Summary
Positives ++ Strong Global
Company+ 1M Customer Base+ Vision to the Cloud+Solutions for the large enterprises >100,000 users
Negatives –- Slow to UC market- Not known for
innovative software solutions
- Hardware heritage trying to move to cloud solutions
C D H
C D H IBM
C D H 7,000,000,000
• http://www.ucstrategies.com/industry-buzz/uc-summit-2011-ibm-keynote.aspx– 1 min, 25 sec
C D HSametime makes a lot of things
easier...• Meetings
– Click-to-meet• Video
– Click-to-see• Integration with 3rd-
party telephony systems
• Integration with web applications– New web clients and
Web 2.0 APIs• Telephony
– Click-to-call with Sametime Unified Telephony
C D H Sametime key themes
Improvements to the meeting experience on the Web browser
Audio and video management tools to help accelerate adoption
Support for new mobile platforms and new capabilities
New options to simplify deployments
C D HAudio and video on the Web
meetings clientBrowser plug-in installs on demand or pre-installed; also supports 3rd
party video integration
Browser plug-in installs on demand or pre-installed; also supports 3rd
party video integration
Call and video controlsCall and video controls
List of participants shows connection, presence and muted status.
List of participants shows connection, presence and muted status.
Video Controls:- Show/ hide own video- Hold/resume - Pause/resume
Video Controls:- Show/ hide own video- Hold/resume - Pause/resume
Moderator Controls:- Mute/unmute all- Mute another person- Lock call- End call for everyone- Hang up participant
Moderator Controls:- Mute/unmute all- Mute another person- Lock call- End call for everyone- Hang up participant
Call Controls:- Connect/disconnect- Adjust volume- Hold/Resume
Call Controls:- Connect/disconnect- Adjust volume- Hold/Resume
C D HSupport for new mobile
platforms and capabilities• Native support for
Android, iPhone• Meetings client for
BlackBerry, iPad
C D H New Sametime features
• Click-to-call number in Notes and Sametime• Active speaker notification• Call initiation from Android devices• REST APIs to support mobile Web page for
getting/adding/setting devices• New hardware support, OS Support, Linux, Mac
Updated toolbars for ad-hoc calls and meetingsUpdated toolbars for ad-hoc calls and meetings
C D HA new SUT flavor
(a “lite” one...)
• Simplified video and telephony integration
• Basic soft phone features
• SUT infrastructure not required
• Uses standard SIP trunking to certified systems
C D H Sametime Advanced
Group support for chat room access
Group support for chat room access
C D H IBM Summary
Positives ++ Multi-OS support Linux, Mac, Windows+ Multi-Device support Blackberry, iPhone, Windows 7, Android+Software based solution+Full collaboration suite
Negatives –- Relying on 3rd parties
for Enterprise Voice- Poor integration into
non-IBM applications- Assumes Notes
email, Websphereportals
C D H
C D H Avaya
C D H Avaya New Architecture
C D H Popular UC Options
C D H Avaya Components
• Foundational– Voice over IP– Presence
• Options– Voice Mail Integrated– Email Integrated– Mobile Client– Fixed Mobile Convergence (FMC)– Multimedia Conferencing– Chat IM– Contact Center Integration
C D H Avaya Flare
The Avaya Desktop Video Device is a cost-effective video desktop collaboration endpoint. In addition to HD video, device features include telephone, web conferencing, social media, calendar, and scheduling from a single user interface on a multi-touch device. The Desktop Video Device with the Avaya Flare® Experience can be used to consolidate tools such as a desk phone, speaker phone and video endpoint. It enables ad hoc, person-to-person collaboration for enterprise workers. Used as a customer service kiosk, the device allows customers to get information and click to communicate with contact center experts.
C D H Avaya Summary
Positives ++Extensive history with telephony solutions+Strong partner channel and vendor support+Innovative hardware and software solutions
Negatives –- Hardware centric
vision- Lacks vision for the
cloud- Confusing and broad
product line- Minimal collaborative
and LOB application integration
C D H
C D H Cisco
C D H
• http://www.ucstrategies.com/industry-buzz/uc-summit-2011-cisco-keynote.aspx 1 min, 14 sec
Mobile
Social
Visual
Virtual
C D HMobileFrom phone to virtual workspace
WebEx on Android
CiscoJabber
C D H
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 62
70% of employees want better social
media tracking tools
70% of employees want better social
media tracking tools
70% of employees want better social
media tracking tools1.3M Tweets sent
every hour1.3M Tweets sent
every hour1.3M Tweets sent
every hour
2B videos viewed on YouTube every day
2B videos viewed on YouTube every day
2B videos viewed on YouTube every day
3.5B pieces of content shared each week on
SocialFrom personal productivity to business productivity
C D HIntersection of enterprise social software and UC
Microblogging
Blogs, Wikis, Forums, Posts
Dynamic Communities
Search AcrossPeople & Information
Directory Profile
Click to: Call, IM, WebEx
XMPP-Based Presence
WebCommunicator
Visual Voicemail
Video
Activity Feeds/Notifications
3rd PartyUC Integrations
Enterprise Social Software Unified Communications
Accelerated Time To Resolution
Improved Customer Satisfaction
More Rapid Innovation
Improved Workforce Competency
Cisco Quad
C D H
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64
Cisco SocialMinerSocial media meets customer care
Customer Social Media Customer Care
Agent
Airline lost my luggage!
Cisco SocialMiner
3. Manage Workflow
1. Capture
2. Analyze & Prioritize
4. Assign & Engage
C D H
Video is the new voice
It’s about collaboration
VideoFrom connecting devices to connecting people
C D HVideo on Every Endpoint
C D H
• User Experience• Breadth of Portfolio• Video Everywhere• Bringing Social to Enterprise• Protecting Investments
Mobile
Social
Visual
Virtual
C D H Cisco Summary
Positives ++ Leader in IP-PBX+Visionary with video, mobile & social focus+Strong partner channel and vendor support+Ability to execute on strategy
Negatives –- Hardware centric
vision, equip provided by Cisco
- Poor interoperability- Integration into
collaboration software & LOB applications
- No cloud solution
C D H
C D H Microsoft
C D H
Authentication
Administration
Storage
Compliance
Authentication
Administration
Storage
Compliance
AudioConferencing
AudioConferencing
E-mail andCalendaringE-mail and
CalendaringWeb
Conferencing Web
Conferencing TelephonyTelephonyVideo
Conferencing Video
Conferencing Voice MailVoice MailInstant
Messaging (IM)Instant
Messaging (IM)
Communications Today
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Telephony and
Voice Mail
Telephony and
Voice Mail
InstantMessaging
InstantMessaging
E-mail andCalendaringE-mail and
Calendaring
Unified Conferencing: Audio, Video,
Web
Unified Conferencing: Audio, Video,
Web
Future of Communications
On-Premises Hybrid In the CloudOn-Premises Hybrid In the Cloud
C D H Common Services
Client Capabilities
Security and Networking
Data Protection and Recovery
Des
ktop
, Dev
ice,
and
Ser
ver M
anag
emen
tD
eskt
op, D
evic
e, a
ndS
erve
r Man
agem
ent
Iden
tity
and
Acc
ess
Man
agem
ent
Data Management
Dev
elop
men
t
Ser
vice
-Orie
nted
Arc
hite
ctur
e an
dB
usin
ess
Pro
cess User Experience
Enterprise Content Management
Collaboration
Enterprise SearchBusiness
IntelligenceUnified
Communications
Application Platform
Business Productivity Infrastructure
Core Infrastructure
The Microsoft Integrated Platform
C D HMicrosoft Unified Business
Platform
C D H
Common Services
Client Capabilities
Security and Networking
Data Protection and Recovery
Data Management
User Experience
Dev
elop
men
t
Des
ktop
, Dev
ice,
and
Ser
ver M
anag
emen
tD
eskt
op, D
evic
e, a
ndS
erve
r Man
agem
ent
Iden
tity
and
Acc
ess
Man
agem
ent
Serv
ice-
Orie
nted
Arc
hite
ctur
e an
dBu
sine
ss
Proc
ess
Enterprise Content
Management
Collaboration
Enterprise SearchBusines
s Intellige
nceUnified
Communications
On-premises
On-line
“This isn’t about fancy phone calls. It’s about policy based, user access to an Enterprise software architecture.”
C D H Microsoft Summary
Positives ++ Leader in collaboration suites+Innovative software +Strong integration into collab software & LOB applications+Ability to integrate into data center stack
Negatives –- Limited hardware
support (iPhone, Mac, Linux)
- “Youngest” player in the telephony industry
- Fewer enterprise class voice customers (> 5,000 users)
C D H 5 Industry Trends To Remember
1. Software over Hardware2. Cloud Computing Strategy3. Social Business4. Mobile Communications 5. Interoperability
C D H
And the winner is…….
C D H
Royal Oak306 S. Washington Ave.Suite 212Royal Oak, MI 48067p: (248) 546-1800
Thank You
Grand Rapids15 Ionia SWSuite 270Grand Rapids, MI 49503p: (616) 776-1600
(c) C/D/H 2007. All rights reservedwww.cdh.com