Transcription
The Struggle to Unify CommunicationsArt SchoellerPrincipal AnalystUnified Communications and Contact CentersIT Roadmap Chicago March 15, 20111 20092010 Forrester Research, Inc. Reproduction Prohibited
Pain Points on the path to UnifiedCommunications What is the business case? Must IT identify UC champions? Preserving existing assets and building a roadmap. Suite versus best of breed? If IT builds it will they come? How does IT support consumerization?2Entire contents 2011 Forrester Research, Inc. All rights reserved.
Unified Communications – a definitionUnifiedconferencing,Audio, Web, Video,TextPresence“Out of the box”integration tocollaborationSingle-user identifyIntegrated desktopMobility,Integrated callingCommon userexperienceAPI’s and e contents 2011 Forrester Research, Inc. All rights reserved.SIP supportIP Telephony /VoIP
UC adoption is progressing – but the devil is in the details4Entire contents 2011 Forrester Research, Inc. All rights reserved.
As use grows, concern about value .5Entire contents 2011 Forrester Research, Inc. All rights reserved.
Which UC function to deploy when?6Entire contents 2011 Forrester Research, Inc. All rights reserved.
UC interoperability key to the enterprise7Entire contents 2011 Forrester Research, Inc. All rights reserved.
SIP supports business connectivity Software solutions provide greater flexibility andinteroperability Supports advanced multimedia features and virtualapplications SIP session managers provide:– Common dial plan across the network– Multivendor support– Reduced number of trunks– Features delivered to any type of endpoint Provides cost-effective connectivity to back-office systems SIP trunking grows and offers low-cost alternative to PRIlines Security challenges persist8Entire contents 2011 Forrester Research, Inc. All rights reserved.
SIP TrunkingEnterprise WANSIP ServiceProviderPSTN9SIP TrunkRemoteWorkersEntire contents 2011 Forrester Research, Inc. All rights reserved.Session BorderControllerEnterprise SessionManager(s)EnterpriseLocations
TDM - SIP Trunk comparison10T-1 / PRISIP TrunkingBandwidth utilizationFixed channels“Statistical multiplexing”Capacity planningFixed incrementsVariableProvisioningMonthDayVendor ManagementSeparate voice / dataConsolidatedAlign with VoIP/SIPGatewayMinimized transcodingAvailabilityEverywhereStill limitationsSecurityHighSubject to IP attacksCaaS optionsWhile possible – limited Standard deliveryEntire contents 2011 Forrester Research, Inc. All rights reserved.
SIP Trunking – design considerations Trunk concentration is desired, but avoid single points of failure Consider multiple aggregation points based on geography Maintain local DID for customer facing applications Maintain local branch trunks for survivability Coordinate with session management for: Dial plan normalization Disparate platform integration and endpoints Call admission control Toll cost optimization Policy management Fail over and disaster recovery Fixed Mobile Convergence scenarios raise additional security risks Select SBC‟s carefully – evaluate carrier AND session managerinteroperability11Entire contents 2011 Forrester Research, Inc. All rights reserved.
Device transformation and mobility Expansion of devices available with open standards forappliance servers, gateways, and phones Extend the “enterprise UC envelope to mobile devices, fixedmobile convergence, single number access Workers receive a choice of devices, such as desktop phone,mobile device, wireless on-premise phone, or softphone, butnot necessarily a landline phone Audio, Internet, and video combine for more compellinginteractions Facilitates internal and external communications with lessconcern over employee location, to accelerate connectivity12Entire contents 2011 Forrester Research, Inc. All rights reserved.
Mobile UC ranks up there in interest level13Entire contents 2011 Forrester Research, Inc. All rights reserved.
But it competes with a ton of other mobile applications!14Entire contents 2011 Forrester Research, Inc. All rights reserved.
So mobile UC lags desktop UC15Entire contents 2011 Forrester Research, Inc. All rights reserved.
Mobile UC impediments - and resolutions A number of key verticals – healthcare, manufacturing havealternative transport for years – DECT, femtocells, which tiecampus mobility to different application platform Devices have not had the processing capacity to abstract UCapplications “Thin, Thick” mobile UC clients spanning common OS‟s arenow coming out The trend to BYOM (bring your own mobile) UC vendors are addressing this issue But enterprises are still „absorbing‟ the shock16Entire contents 2011 Forrester Research, Inc. All rights reserved.
Widespread video redefines meetings Extends video from the conference room intonew locations as a replacement for face-to-facemeetings Supports business processes such as:– Remote sales presentations by experts– Escalation and problem-solving for projects– Training at local sites rather than headquarters– Partner meetings and contract negotiations Creates shared workplace with HD and desktopvideo for improved collaboration Reduces travel costs and lowers carbonfootprint17Entire contents 2011 Forrester Research, Inc. All rights reserved.
Video interest varies by technology segment18Entire contents 2011 Forrester Research, Inc. All rights reserved.
UC in the cloud interest is growing19Entire contents 2011 Forrester Research, Inc. All rights reserved.
Carriers expand their UC options Carriers leverage their accountrelationships and wish to grow and/orprotect their “ARPU” A bridge from „hosted/hybrid‟ to cloud Either partner with a PS firm or growtheir own Most align with one or two major UCvendors Determine skill set and certification inyour area Skills required include:– Infrastructure assessment– Security practice– Wireless solutions– Voice and data networking– Web integration20Entire contents 2011 Forrester Research, Inc. All rights reserved.Carriers AT&T Bell CA Orange BS Sprint TELUS Verizon Others
Cloud players proliferate UC options Potential market disruptive services include:– Salesforce.com Chatter– Google voice services– Microsoft voice moves to the cloud– Amazon‟s EC2 cloud computing with Siemens– Skype‟s business strategy– Tier two and tier three growth fueled by SIPtrunking services such as Level 3, XO, GlobalCrossing, Broadvox, nexVortex, and Vonage– MANY „pure play‟ UC players focused on SMB21Entire contents 2011 Forrester Research, Inc. All rights reserved.
Positive signs in UC decision making – but 22Entire contents 2011 Forrester Research, Inc. All rights reserved.
The UC “Civil War” can lead to a FrankensteinGlobal financial services firm“Our situation is slightly more complicated in that enterprise decisions havealready been made on the technology solution front. We have already chosenCisco for enterprise voice, outsourced „conference‟ hosting to Intercall andsigned an eCal with Microsoft that includes Lync. To your question below, wehave an internally hosted Meeting Place environment that is being retired aspart of the move to Intercall. Now we are trying to figure out how to wire thistogether into a seamless unified communications experience. The RFP is tohire a consultancy that will help us build what is starting to feel like aFrankenstein solution.”23Entire contents 2011 Forrester Research, Inc. All rights reserved.
The UC “Civil War”Data network,LAN / WANTelecom,PBX,Carrier svcsAppdevelopment,UC integrationFacilities,Videoconferencing Fractured UX Fractured MX Over-licensed Security risk Increased integration Increased hardware Stranded legacyBusiness units,Consumer IT24Entire contents 2011 Forrester Research, Inc. All rights reserved.Collaborationportals,Email, IM
UC vendor mmunicationsAvayaCiscoSiemensEach camp leverages coreto attach adjacent marketsProductivity softwareGoogleMicrosoftIBM25Entire contents 2011 Forrester Research, Inc. All rights reserved.Application platformIBMOracle
Critical UC road map considerations26ItemDescriptionSIP – sessionmanagementLong term plan to organize enterprise architecture around SIPsignaling and consolidate number of session managersConferencingWhere and how to deploy conferencing serversCarrier access / egressPlan for SIP trunkingDeployment modelOn-premise, managed, hosted, cloudDirectoryOrganize and clean up directory – for search, dial planIdentify and accessmanagementExternal user authentication, federationWAN/LAN QOSReal time media (voice, video) stream qualityUXFor all UC applications: review and strategy for consolidated,streamlined UX across all devices. Pay special attention toconferencing. Assess SIP supportMXIdentify, inventory, and plan for all back end servers, includingconferencing serversIntegration pointsClient access to multiple back end services, SIP trunkingbetween different servers, signaling and media transcoding pointsEntire contents 2011 Forrester Research, Inc. All rights reserved.
UC ROI “hard dollar levers”ItemCommentCarrier toll chargesMove intra company LD to WANConcentrate PSTN access – on-net, off-netSIP trunking cost reductionIM displaces phone callsFixed mobile convergence reduces cellular minutesCarrier conferencingEliminate carrier conferencing per call costsTravelVideo conferencing displaces travel costsConsolidated infrastructureIP telephony „data center model‟Reduce MAC and other UC staff sys admin FTEsReduce physical hardware, server countOptimize software license purchase, utilizationUnified Messaging – voice mail and email consolidationDevicesSoft phone displacement of hard phonesVolume discounting of standardized phones27Entire contents 2011 Forrester Research, Inc. All rights reserved.
UC ROI “soft dollar levers”ItemCommentUser productivityIM/Presence reduction of “phone tag”Document sharing/editing improves speed, accuracyFTE travel time eliminationStaffingTraining utilizationRecruiting and retention of “Gen X, Gen Y, etc.”.Skills utilization and knowledge transfer from Baby Boomers28Entire contents 2011 Forrester Research, Inc. All rights reserved.
A UC “checklist for success”29TaskDescriptionUC project teamBusiness and all IT stakeholders – shared metricsCurrent technologyinventoryAll UC assets – determine timeframe for write downCurrent expertiseinventoryUser Experience assessment across all UCcommunication types: what to preserve, what willchangeSystemsmanagementWhat stays, what will change, and opportunities forconsolidation of systems administration, supportreductionsWorkersegmentationOffice worker, teleworker, field, multi-officeCollaborationchampionsDrive POC‟s with key economic benefit workflows –promote useEntire contents 2011 Forrester Research, Inc. All rights reserved.
Recommendations Unified Communications is a journey – you may need a travel agent. Use the UC „checklist for success‟. UC is not a „mandated‟ technology – so it‟s harder to drive it. Drive your vendors, partners to develop relevant use cases. Get executive support – teach, don‟t tell. Consumerization, especially mobility is your ally – not the enemy. Use “Viral Marketing” Locate who has the “UC Flu” Promote their stories to infect the rest of the enterprise Use your Marketing department Formal research to identify barriers Internal promotion30Entire contents 2011 Forrester Research, Inc. All rights reserved.
Thank youArt Schoeller 1 617 631 8811aschoeller@forrester.comwww.forrester.com 2009 Forrester Research, Inc. Reproduction Prohibited
mobile device, wireless on-premise phone, or softphone, but not necessarily a landline phone Audio, Internet, and video combine for more compelling interactions Facilitates internal and external communications with less c
