Transcript E-2 - TMCnet

Unified Communication
Answering the Question:
“What is a great application for IP Telephony?”
Marty Parker
Avaya Inc.
Copyright© 2002 Avaya Inc. All rights reserved
Unified (IP) Communication Topics
• Customers speak on Unified Communication
•
•
•
•
Gartner Group speaks on Unified Communication
Unified Communication Capabilities
Leveraging the Internet and IP Telephony
Unified Communication evolution
2
Focus groups identified top customer expectations
from Unified Communication…
• Serve customers more effectively
– Improved management of contacts,
information and messages
• Boost productivity of key talent
– Sales, service, executives, managers,
knowledge workers are linked more
effectively
• Increase competitive advantage
– Tools which allow key talent to focus
attention on the ideas which have the
biggest impact on the business
Respond With
Speed & Quality
Focus on the
Right Priorities
Differentiated
Value Stream
… And Leverage My Investments
* Source: Taylor Group, Unified Communication
Value Proposition Global Research, 1Q2001
3
The value propositions are supported by analysis of how
and where people work …
Where They Spend Their Time
Mobile Office
Remote Office
/ at the Desk
on PC
/ on the Road
or offline
/ at Home
or off-Site
Industry*
Function
Manufacturing;
Management;
Mobile
Executives;
25%
57%
18%
Sales
personnel;
20%
65%
15%
Professional;
(e.g.
consultant)
60%
28%
12%
FIRE; TCU;
Who They Are
Main Office
Manufacturing;
FIRE; TCU;
Wholesale**
Professional
Services;
FIRE: Finance, Insurance & Real Estate
TCU: Transportation;Communication & Utilities
* Employee Functions mapped to industries from Labor Statistics
** E.g. High tech distributor
Source: Yankee Group
4
Returns on Unified Communication Investment
• Management of time, productivity and results
– Increased customer satisfaction and loyalty
– Unit time per task by speeding processes
– Elapsed time per project for results
– Employee time, leveraging the knowledge base
• Management of cost
– The payroll – Paying for knowledge and time -- precious assets!
– Facilities and communication costs
• Optimizing network usage, rates and charges
• Relieving traffic loads into contact centers:
– Employee self service
– Direct links to customer facing employees
– Costs of capital via shortened cycle times
• These benefits have great similarity to the benefits of CRM,
while extending much more broadly through the enterprise,
into the virtual enterprise and supply chain.
5
Gartner’s definition of Unified Communications:
Unified Communications Definition
UC is the convergence of
contact and interaction “silos”.
• Real-time
e.g. fixed, mobile phone,
audio-conferencing
• Near real-time
e.g. IM, SMS, paging,
alerting
• Messaging
e.g. email, vmail, fax,
wireless devices
• Info Sharing applications
e.g. calendar, scheduling,
greetings, filtering
• Group applications
e.g. workflow, voting,
group decision-making.
• Directory applications
e.g. personal, enterprise,
world-wide, etc.
Currently, almost all these examples are “silos”.
Source: “Unified Communication is not Unified Messaging” Spring 2001
6
Gartner’s layered view of Enterprise Portals
Enterprise Portal Architecture
Browsing
Devices
Voice
Wireless
Portal Platform Functions:
GUI
Presentation Preparation
Application
Aggregation
Information
DBMSs
Information
Servers
• Generation one
– Search and index
– Categorization of content
– Content management and
aggregation
– Personalization of content
– App development and iteration
• Generation two
– Robust application execution
– Powerful, flexible app dev tools
– Robust app integration framework
– Enterprise class capabilities
– Collaborative features
Source: “Unified Communication is not Unified Messaging” Spring 2001
7
Gartner’s Unified Communication Architecture
Unified Communication Architecture Model
Service Providers
Enterprise
HTML
Internet
H.323/RTP
SGCP/MGCP
SIP
VPN
VoiceXML
Wireless
Web
Voice
Portal Applications
VoIP
VoIP
Gateway
Wireless
Voice
browser
PSTN
PCM
Switching/Bridging
Contact Queuing
& Filtering
LAN
SMS/Page
SMPP
Calendar
Office
Phone
DB Info
Directory
Msg Store
XML
LDAP
IMAP4
SMTP
Enterprise
Personal
Source: “Unified Communication is not Unified Messaging” Spring 2001
8
Unified Communication Goals
• For highly mobile & collaborative individuals —
executives, salespeople and professional
specialists — who require continuous
interaction with customers, associates and/or
partners wherever they work.
• Provide users with consistent & seamless
access to critical communications tools,
business applications, information, and
transactions, via their choice of device and
voice.
• To Deliver new enterprise efficiency resulting in
increased productivity and better, faster
responsiveness to customers — leveraging
current investments.
9
Unified Communication Building Blocks
The elements needed for business communication…
WEB, WIRELESS & SPEECH ACCESS
Message
Management
Contact
& Information
Management
Calling &
Conferencing
Management
Personal
Efficiency
Management
Near and
Non realtime integrated voice,
email, fax and video
Real-time
“any media” conferencing
and collaboration
Integrated
access to
directory
and
databases
e.g. Siebel
Systems
Individually
customizable
communication rules
10
Typical Customer Deployment
An illustration of how Unified Communication can be added…
Speech &
Telephony
Web &
Wireless
Avaya UCC 1.1
PSTN
Cell Network
TDM or IP
Telephony
Speech Access
Server
Both
Or
Singly
Wireless Data
Networks
Web/Wireless
Server
Local or remote
PC Browsers
Voice link(s) to PBX
Up to 8 voicemail systems per UCC Server
IP and
IP Telephony
Corporate LAN/WAN
CTI Links
Avaya
MM3400
Avaya DEFINITY/ECLIPS
Nortel Meridian Siemens HiCom
Octel
250/350
Aria
Octel
200/300
Serenade
Intuity
AUDIX
MS Exchange
Avaya Unified
Messenger
Existing Communication Capabilities
11
LDAP Directories
Other IMAP4
Email Systems
Using Speech Commands
Workers (Remote and Mobile, or Main Office) Can …
View, listen, reply, forward, create, delete, save
Manage
Read, reply, forward, list, filter, send
Messages
Sort by media, sender and type
Launch voice calls from any phone
Initiate Calls Transfer, Hold, Drop
&Conferences Add or join a conference
Selective drop for conferences
Access  Hands-free dialing and addressing using contacts from
Directories the Outlook directory or the corporate LDAP directory
Increase  Manage Exchange-based contacts, calendar and tasks
Efficiency &  Screen incoming calls, set reminders and change find
Accessibility me/reach me contact number
12
Using Wireless Data and Web Features
Workers (Remote and Main Office, or Mobile) Can …
Manage  View, listen, reply, forward, create, delete, save
Messages  Sort by media, sender, subject or receipt time
Telephony calling via any phone
Initiate Calls Add parties for conferencing
&Conferences Speed dial, hold, transfer, merge, drop
Send all calls, call forwarding
Access  Easy connection to directories to launch calls or
Directories initiate conferences from any location
Increase 
Efficiency &

Accessibility
13
Incoming caller ID via “pop up” screen
Integration with optional Avaya™ EC500 Scheduler
Scenario: Having Your Own Speech Assistant
“How many messages
do I have?”
“Read my urgent email message”
“List my
appointments”
c
“Schedule an
appointment”
c
“Call Mike Preston
at his office…Avaya
come back”
14
Scenario: Browser and Wireless Data Access
15
Leveraging the Internet and IP Telephony
• Standards: Fosters standards-based interoperation
– Access to messaging, information, directories, CTI, et al.
• Reach: Enables wide-spread access
– Supported by important VPN and Security tools
• Modularity: Facilitates functional layering
– UC Portals, Communication Apps, Infrastructure Servers
• Packaging: Produces optimal functional distribution
– Browsers, thin clients, gateway servers, central resource
• Cost: Accelerates move to software-driven appliances
– Maximum value on high volume, low cost appliances
16
Unified Communication:
Moving Forward with IP Telephony
• IP Telephony will lower configuration costs
– E.g. substitute IP links for T-1 network interfaces
• Depends on competitive Host Media Processing
• Requires development for signaling and signal processing
• IP Telephony will increase user functionality
– Increased use of IP Softphone and SIP capabilities
• Standalone or embedded in applications and portals
– Major benefit of 3G or Wireless Data networks
• Concurrent use of browser and conversation functions
– Blending with other functions
• “Call Sender” of message; “Always On” presence and chat
17
Summary
• We are in the emerging stages of
Unified Communication
– Early adopters can create advantages
• The expectations and the benefits are significant
– Business processes are driving the needs and solutions
• Avaya and others are delivering solutions now
– And will evolve these progressively to the future
• Unified Communication answers the question:
“What is a great application
for IP Telephony?”
18