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Building a Unified Communicationsand Collaboration RoadmapRobin Gareiss,Executive Vice President & Founderrobin.gareiss@nemertes.com@nemertes

Agenda Introductions and OverviewWhat is a Roadmap?Unified Communications ArchitectureKey Roadmap Components: VoiceVideoIM/presenceConferencing (audio/web/video)Social computingMobilitySupporting services (directory, network, security)Management and operations Business Cases Conclusion and Recommendations Additional Nemertes Resources2 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Introductions and Overview3 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

About Nemertes US-based research and consulting firm specializing in evaluating thebusiness impact of emerging technologies.Network,Communication andServicesUnifiedCommunications,Contact Centers andSocial BusinessSecurity andComplianceBig Data, Analytics,and VirtualizationMobile Devices andServicesIT TransformationCost Data AnalysisCloud Delivery The only research firm that consistently benchmarks 200 ITorganizations Staffed by former IT and business practitioners, each with 20 yearsexperience Organized to deliver customized research findings to clients in real-time Independent and objective: We serve only our clients. We take nooutside investment and do not own stock in, or serve on the boards of,companies that we cover. Founded in 2002 and consistently profitable Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2334

About Our Data Nemertes Communications and Computing Benchmark Conversations with a total of 200 organizations In-depth interviews around key technology areas 16 vertical industries Data for 2012-14 planning Range of company sizes 10.6% fewer than 250 employees 28.6% 250-2500 employees 60.8% 2500 employees (including very large, with 10,000 employees) Roughly half have global operations5 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Benchmark ProcessCreate research hypothesesField hypotheses with Nemertes clientsCraft questions to validate/invalidate hypothesisConduct live, detailed interviews with the “Nemertes 200”Create baseline charts for preliminary findingsAnalyze data; conduct correlation analysisDetermine hypotheses results; weave in qualitative dataWrite reports, deliver client presentations6 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Benchmark Participants: Size (Revenue)Small 300 millionMidsize 300.1 million – 1 billionLarge 1 billion – 10 billionVery Large 10 billion7 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Defining a “Roadmap”8 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Defining a Roadmap What is a Roadmap? High level list of milestones, goals. Defines targets/goals/approximate timeframes Defines target technologies, dependencies Becomes “the basis” for a project plan Roadmap success factors Define by area of responsibility Technical, business, etc. Possible roadmap formats High-level vision Preliminary – goals by quarter/year Quarterly by function9 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Sample Chronological RoadmapWebConf.TelepresenceIPVideoUnified MessagingSocialComputingPresence/Unified DashboardsIP Contact CenterIP AudioConfVOIP Pilot12 monthsPlanning10VOIP Production24 months36 monthsUpgrade WAN rkingCEBP48 monthsMobile ExtensionsValidate Business Case Nemertes Research 201360 monthsUpgradesTraining, Management, Reporting, Securitywww.nemertes.com1-888-241-2685 DN2569

Functional Roadmap11 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Unified Communications andCollaboration Architecture12 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

What is Collaboration?Voice¾Documentrepositories¾File shares¾Search¾Web conferencing¾Hardphones¾Softphones¾Mobile Phones¾Audio ikis¾Microblogs¾Groups¾Activity Streams13SocialBusiness Nemertes Research 2013www.nemertes.comMessaging1-888-241-2685 er-generated¾Integrated¾B2B¾Email¾Instant Messaging¾Unified Messaging¾SMS

Unified Communications ArchitectureAudioconferencingIP ContactCenterSecurity ideoClouddeliveryEnterprise appintegration14 Nemertes Research 5 DN2569

Social Computing ArchitectureAgenda15 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Latest Trends16 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Only 18% Have Fully Deployed VOIPSlight increase in“Limited” (up from26.5% in 2011)Large Increase in“Growing Rollout”(up from 31.6% in2012)Agenda17 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Third-Party Services GrowingUCManaged/ProfessionalServices2/3 using, evaluating18 Nemertes Research 2013www.nemertes.comCloud RoadmapsNearly 75% say they’reimportant to UC buyingdecisions1-888-241-2685 DN2569

UC-Mobile Integration is Happening19 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Social Software Platforms Are Growing2011: 43% Using now 37% No PlansAgenda20 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

57% Have an Enterprise Social Platform 43% SharePoint13% Newsgator9% Jive9% Connections4% Yammer4% Quad18% other/multipleAgenda21 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Social Media Growing, But Long Way to GoSocial budgets on therise; median increase10%22 Nemertes Research 2013www.nemertes.com18% have dedicatedsocial team1-888-241-2685 DN2569

But Social Success is LowAgenda23 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Reality Check The more ways we have to collaborate, the moreconfusing things have become Most people still use e-mail first and foremost Social tools exploding, but largely in silos UC deployments ever increasing, but integration remains a challenge Mobility is emerging as a key requirement So what’s the problem? Collaboration tools should support the users, not the other way around Success use, not deployment Our goal: Create a collaboration architecture that is seamless, integrated, and usablevia a variety of access methods (Web, mobile, desktop) KISS principle should always apply24 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Key UC&C Challenges Organizationalchallenges What’s the right organization? Where do we begin? How do we build the businesscase? Technological challenges Directory Integration Management Network Mobility Security/Compliance25 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Organizational Challenges Siloes Messaging Voice Contact Center Video Social Desktop Server/Data center Security / compliance Disjointed deployments “Business unit “A” is deploying Jive while another business unit is usingYammer” “We had to scrap our desktop voice/video project after finding out thedesktop team was deploying thin clients”26 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Productivity Enhancements& Business Case27 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Determined a Business Benefit for UC?20102871% growthQuantify UC benefits Nemertes Research 2013www.nemertes.com20111-888-241-2685 DN2569

What Matters?29 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Improved Collaboration Driving SocialAgenda30 Nemertes Research 2012 www.nemertes.com1-888-241-2685 DN2087

Nemertes Case Study: Global OrganizationBased on survey responses of individual employees—all business units.31 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Nemertes Case Study: What Really MattersExtremely ImportantEmail87.2%Phone71.6%Audio Conferencing51.1%Web Conferencing41.6%Voicemail40.4%Instant Messaging33.7%Social Networking9.8%Desktop Video9.3%Room Based VideoDespite relatively low“extremely important” rating,CEO funded corporate-widesocial 80.0%Based on survey responses of individual employees—all business units.32 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN256990.0%100.0%

UC Success by Success FactorsOverallMean:3.3833 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Key Recommendations Ten Steps to UC&C Business Case Success1.2.3.Look for transactions involving human – to – human interactionConduct pilots, model before / after resultsLook for ways to apply UC to reduce operational costs (travelreductions, long distance savings, virtual worker support)4. Consider all costs in your business case (operation, capital,licensing, training, etc.)5. Don’t rely on “soft” metrics – “Improved productivity is nottangible!”6. Work your vendors & partners to understand specific verticalopportunities7. Evaluate options to deliver new services (remote experts,telemedicine, etc.8. Evaluate customer support metrics – first call resolution, averageway times9. Evaluate sales metrics – increased revenues10. Evaluate project life cycle metrics – shorter time to market34 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

UC&C Roadmap: OverallThemes35 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Where We Are, Where We’re Going The next several sections provide guidance for developing aroadmap covering each UC&C technology area. But, use this in context Already have a Microsoft CAL? Already investing in IBM? Already have Cisco voice, Jabber, and telepresence? Success comes from building from the user backwards Your ultimate goal – a seamless user experience that minimizes complexity And remember mobile Mobile solutions should demonstrate same look and feel As vendors cross into each others areas, best of breed is oftentrumped by “easiest integration,” “who’s my strategic vendor,” and“who’s my trusted advisor?”36 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

UC&C Roadmap: Voice37 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

UCC Roadmap: Voice Key Decision Areas: Hosted or on-premises? Who’s the right vendor? Dedicated servers or virtualized? Softphone or desktop phones? How to support analog? SIP trunking? How to support voice messaging?38 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Choices, Choices, ChoicesType PAastra, Avaya, ALU,Cisco, Mitel, NEC,Siemens etc.Credibility,established channels,breadthOften hardwarecentric, perceivedexpenseEmergingVOIPChallengersShoreTel, Microsoft,Digium, eZuce, Teo,Vertical, Zultys, etc.Innovative technology Scale, scope,and offeringsreach, channelsCarriersATT, BT, CenturyLink,VzBz, etc.Market presence,scale, reach, Ciscocloud UCCredibility Cbeyond, Cypress,M5/ShoreTel,Smoothstone, Alteva,PanTerra, FonalityFocus, agilityScale, scope,reach, channels39 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Lync as a PBX Plans More than Double4.9% Planning for Lynctelephony in 201140 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

New Telephony System: When?41 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Cloud IPT Use/Plans42 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

What’s Driving Interest in Hosted UC?43 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Only 32% With No Plans to Virtualize UC AppsAgenda44 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

UC Applications: SoftphonesStill primarily acomplement todesktop phones, butthat is changingPrerequisite forsuccess: OS that canprioritize voice, highquality headsetCan youtroubleshoot voicequality issues?45 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

What About Analog? Fax machines, alarm systems, sensors and industryspecific equipment still require analog connections How best to support over IP? T.38 for fax? Analog to IP conversions/gateways? Impact on SIP trunking? Some may never move to IP46 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569

Only 23% With No SIP Trunking Plans2011: 31% No Plans 40%Using/Planning toDeploy 30% EvaluatingAgenda47 Nemertes Research 2013www.nemertes.com1-888-241-2685 DN2569