Transcript SOA: Special Double Session

Enhancing Business
Processes with IP Telephony,
Web Services, and Unified
Communications
Greg Pisano
Director, Market Development
BlueNote Networks
Market Dynamics
• Enterprise IT adopting Service Oriented Architectures (SOA)
– IT has become strategic in delivering business value and competitive
advantage
– SOA is most significant shift in how IT organizations realize business value
• Business agility, asset re-use, application decoupling, reduced integration expense
• Enterprise telephony has not advanced with innovation
– Business trends: mobility, virtualization, quick & flexible application
integration
…but many of today’s solutions are still:
• Monolithic, proprietary, phone-centric model
• Separate telecommunications island
• Expensive infrastructure and handsets
• CTI difficult & expensive integration
• How can telephony deliver business value?
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Eliminating Technology Silos
“Siloed communications make up the majority of enterprise communications where
each channel is separate. Often, there are multiple networks: voice, data and wireless,
each with its own dedicated platforms, devices and protocols”
Source: Gartner
Evolution……
Business
Applications
Business
Applications
Business
Applications
integrated with
Voice
Data
Voice
&
Data
real-time voice
and data
Business Agility and Value
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Business Communications
Workgroup
Personal
Geared toward
personal
productivity
improvement
Personal
Workgroup
Supports
collaborative and
team activity to
improve
effectiveness
Enterprise
Synergistic
Improves performance
at a scale beyond
personal or
workgroups levels
Communications in one
area benefits other
areas while
leveraging
investments across
multiple applications
Enterprise
Source: Gartner
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Unified Communications + Web Services
• Unified Communications is the foundation for multimedia
communications
– Connects users across multiple locations and devices, leveraging
Internet economics and SIP
– Combining voice, video, e-mail, IM, text, presence, and
conferencing
• Web services is the foundation for integrating telephony into
an SOA framework
– Telephony as a reusable Web services can create communicationsenabled business applications
– Combined with Unified Communications, provides a powerful set of
business tools to improve performance and business agility
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Business Communications
Combining Networks, Communication Services, and Applications
Business Processes
Automated Processes
Application Services
Composite Services, Business-level Interfaces
Communication Web Service APIs
High Level Programming Interfaces
Unified Communication Services
Telephony, Video, Conferencing, Messaging, Presence
Network Layer
IP/SIP, PSTN, PBX, PLMN
Clients
Handsets, SIP phones, Mobile Phones, PDAs
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Bringing it all Together
Internet
Telephony
Internet economics
SOA
Universal reach
Enterprise
Web 2.0
Location transparency
Distributed Software
Components
Unified
Communications
Reusable Services
On-demand applications
Rich Internet Applications (RIA)
Shared Infrastructure
Vendor Neutral
Access from anywhere
Business Agility Enablers
Software Solution
Flexible deployment
Standard Internet protocols
Location transparency
Reusable services
“Mashups”
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Interactive Business Communications
• IP Telephony
– Extends reach, internet economics
Communication
Optimization
• Unified Communications
– Productivity and collaborative tools
• Web Services Applications
– Voice-enabled business applications
Business Processes
• Outbound Notification
• Secure Mobile Integration
Business Applications
– Key for virtual workforce
• Business Continuity
– Maintain business operations
Value
– Multi-channel – voice, text, email
Unified Communications
• Merging of IT and Telephony
– Eliminates silos, converges network and
staff
Network
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Internet Telephony
Location transparency
Single number reach
Data Center
PSTN
Feature portability
Internet
Remote offices
Multi-vendor
PBXs
•
•
•
•
Standard
SIP clients
Companion phone
support
User centric services, independent of device, location and network service
Presence Service allows for presence-aware call routing
Secure teleworker, remote office, nomadic user, business continuity applications
Voice-mail to email, messaging, find me/follow me, conferencing, etc
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Integration with Business Applications
IP telephony services to distributed users over legacy
& next-generation networks, modernizes existing
telecommunications investment
Web Service APIs integrate IP telephony
services into business applications
Business Processes
& Reusable Services
Service Orchestration
or Service Bus
SIP
Legacy & Next
Generation
Infrastructures
Data
PSTN
Business
Logic
Business
Logic
Legacy
ERP
Business
Logic
Business
Logic
PBX
CRM
Finance
Provides more than Web Service APIs – leverages
external Web Services to influence call processing
Internet
Branch Office
Home, Hotel, Laptop
Lane
Traditional & VoIP Phone Users
Data correlated with sessions allows business context
to follow a call, enabling loosely-coupled integration
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Voice-Enabled Business Process
Exception
results in delays, expense,
and lost opportunity
Business Process
Automated communication resolves issues quickly
- right people communicating at the right time
Any business event can deliver
multi-channel notifications
to individuals or groups
• Address exceptions & issues efficiently
–
Automating contact involves right people at right time
• Automate human voice collaboration
–
Contact by role/responsibility/presence not ‘extension’; business logic drives contact rules
• Deliver anywhere, anytime, any channel event notifications
–
Also customer reaching events e.g. stock alerts, delivery notifications, flight changes, …
• Solve out-of-band communication problems
–
Automated communication captures call history & notes in-context
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
11
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Click-To-Talk & Enterprise Web 2.0
Click-to-talk
Browser embedded phone
Web Visitor Page
Call Center Agent Screen
Session contextual data automatically
conveyed to call center application
(screen pop)
PSTN or Internet support
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Business Process Using Presence
Routing Calls Based On Availability & Role
Regional VP Sales: up to 30%
Internet
IP Telephony &
Web Services
Applications
Need approval
CEO : > 40%
to offer a 30%
discount
US VP of Sales available and can approve 30% discount
Remote Sales Specialist
using Sales Productivity
Application
Create session
US VP Sales : up to 40%
App Server
Busy
Director Sales: up to 20%
Available
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Faster Development – Lower Project Cost
Telecom Abstracted
Placing a Call!
WS
Call Manager
Media Server
A
IVR
B
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
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Summary of Business Benefits
• Employees can collaborate more effectively with fellow employees,
partners and customers
– Anytime and anywhere to address business issues in real-time
• Enables businesses to quickly identify and respond to timesensitive business transactions
– Resulting in greater business agility and responsiveness
• Provides an enhanced user experience with capabilities that can
extend global communications reach
– Boosts productivity and reduces the barriers and bottlenecks often caused
by distributed and mobile workforces
• Allows businesses to focus on improving and automating
workflows for employees, customers and partners
– Voice-enabled business processes minimize transaction delays
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
Considerations
• Research, analyze, and understand the costs and
limitations of managing siloed technologies and
communications
• Infrastructure should be built on a flexible architecture that
can support voice as a reusable Web Service providing a
path to SOA
• Strategies should be based on open standards to realize all
the benefits of multiple channels, applications, devices and
clients
• Plan with a vision for how Enterprise Unified
Communications and Web services and SOA can be
leveraged to improve or transform the way users and
customers interact
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com
About BlueNote Networks
BlueNote is a provider of standards-based IP
Telephony software solutions empowering
voice-enabled applications through Web
Services
Recent Industry Awards
The Creators
January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
Memberships
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Thank You
Greg Pisano
Director, Market Development
BlueNote Networks
3 Highwood Drive
Suite 3-200W
Tewksbury, MA 01876
(978) 863-3500
[email protected]
www.bluenotenetworks.com
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January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA
www.ITEXPO.com