Building a Unified Communications and Collaboration Roadmap

Building a Unified Communications and Collaboration Roadmap

Robin Gareiss,Executive Vice President & Founder [email protected]@nemertes

©Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN25692

AgendaIntroductions 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 CasesConclusion and RecommendationsAdditional Nemertes Resources

Introductions and Overview

3 ©Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN2569

About NemertesUS-based research and consulting firm specializing in evaluating the business impact of emerging technologies.

The only research firm that consistently benchmarks 200+ IT organizationsStaffed by former IT and business practitioners, each with 20+ years experienceOrganized to deliver customized research findings to clients in real-timeIndependent and objective: We serve only our clients. We take no outside 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 2013 www.nemertes.com 1-888-241-2685 DN2334

Network, Communication and

Services

Unified Communications,

Contact Centers and Social Business

Security and Compliance

Big Data, Analytics, and Virtualization

Mobile Devices and Services IT Transformation Cost Data Analysis Cloud Delivery

About Our Data

Nemertes Communications and Computing BenchmarkConversations with a total of 200 organizationsIn-depth interviews around key technology areas16 vertical industriesData for 2012-14 planningRange of company sizes

10.6% fewer than 250 employees28.6% 250-2500 employees60.8% 2500+ employees (including very large, with 10,000+ employees)

Roughly half have global operations


Benchmark Process

Write reports, deliver client presentationsWrite reports, deliver client presentations

Determine hypotheses results; weave in qualitative dataDetermine hypotheses results; weave in qualitative data

Analyze data; conduct correlation analysisAnalyze data; conduct correlation analysis

Create baseline charts for preliminary findings Create baseline charts for preliminary findings

Conduct live, detailed interviews with the “Nemertes 200”Conduct live, detailed interviews with the “Nemertes 200”

Craft questions to validate/invalidate hypothesisCraft questions to validate/invalidate hypothesis

Field hypotheses with Nemertes clientsField hypotheses with Nemertes clients

Create research hypothesesCreate research hypotheses


Benchmark Participants: Size (Revenue)

Small = < $300 millionMidsize = $300.1 million – $1 billionLarge = $1 billion – $10 billionVery Large = > $10 billion


Defining a “Roadmap”


Defining a Roadmap

What is a Roadmap?High level list of milestones, goals.Defines targets/goals/approximate timeframesDefines target technologies, dependenciesBecomes “the basis” for a project plan

Roadmap success factorsDefine by area of responsibilityTechnical, business, etc.

Possible roadmap formatsHigh-level visionPreliminary – goals by quarter/yearQuarterly by function


Telepresence

Sample Chronological Roadmap


VOIP Pilot

IP Video

VOIP Production

IP Audio Conf

IP Contact Center

Social Computing

Unified Messaging

Planning

Training, Management, Reporting, Security

Corporate Buy-in

Upgrade WAN infrastructure

Web Conf.

36 months24 months 60+ months48 months12 months

CEBP

Pre-deployment benchmarking

Validate Business Case Upgrades

Mobile Extensions

Presence/Unified Dashboards

Functional Roadmap


Unified Communications and Collaboration Architecture


What is Collaboration?


Collaboration

Voice

Video

MessagingSocial Business

Document sharing

DesktopRoom-basedImmersiveMobileUser-generatedIntegratedB2B

HardphonesSoftphonesMobile PhonesAudio Bridges

EmailInstant MessagingUnified MessagingSMS

BlogsWikisMicroblogsGroupsActivity Streams

Document repositoriesFile sharesSearchWeb conferencing

Unified Communications Architecture

Voice

EmailVideo


Audio conferencing

Web conferencing

Instant messaging

Social Media

Unified messaging

IP Contact Center

Desktop video

Security & Management

Enterprise app integration

Mobile integration

Clouddelivery

P r e s e n c e

Social Computing Architecture

Agenda15 © Nemertes Research 2012 www.nemertes.com 1-888-241-2685 DN2087

Latest Trends


Only 18% Have Fully Deployed VOIP


Agenda

Slight increase in “Limited” (up from

26.5% in 2011)

Large Increase in “Growing Rollout” (up from 31.6% in

2012)

Third-Party Services Growing

UC Managed/Professional Services2/3 using, evaluating


Cloud RoadmapsNearly 75% say they’re important to UC buying decisions

UC-Mobile Integration is Happening


Social Software Platforms Are Growing


2011:• 43% Using now• 37% No Plans

57% Have an Enterprise Social Platform


• 43% SharePoint• 13% Newsgator• 9% Jive• 9% Connections• 4% Yammer• 4% Quad• 18% other/multiple

Social Media Growing, But Long Way to Go

Social budgets on the rise; median increase 10%

18% have dedicated social team


But Social Success is Low


Reality Check

The more ways we have to collaborate, the more confusing things have become

Most people still use e-mail first and foremostSocial tools exploding, but largely in silosUC deployments ever increasing, but integration remains a challengeMobility is emerging as a key requirement

So what’s the problem?Collaboration tools should support the users, not the other way aroundSuccess = use, not deployment

Our goal:Create a collaboration architecture that is seamless, integrated, and usable via a variety of access methods (Web, mobile, desktop)KISS principle should always apply



Key UC&C Challenges

Organizational challenges

What’s the right organization?Where do we begin?How do we build the business case?

Technological challengesDirectoryIntegrationManagementNetworkMobilitySecurity/Compliance

Organizational ChallengesSiloes

MessagingVoiceContact CenterVideoSocialDesktopServer/Data centerSecurity / compliance

Disjointed deployments“Business unit “A” is deploying Jive while another business unit is using Yammer”“We had to scrap our desktop voice/video project after finding out the desktop team was deploying thin clients”


Productivity Enhancements & Business Case


Determined a Business Benefit for UC?


2010 201171% growth

Quantify UC benefits

What Matters?


Improved Collaboration Driving Social


Nemertes Case Study: Global Organization

Based on survey responses of individual employees—all business units.


Nemertes Case Study: What Really MattersExtremely Important

5.6%

9.3%

9.8%

33.7%

40.4%

41.6%

51.1%

71.6%

87.2%

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%

Room Based Video

Desktop Video

Social Networking

Instant Messaging

Voicemail

Web Conferencing

Audio Conferencing

Phone

Email

Based on survey responses of individual employees—all business units.


Despite relatively low “extremely important” rating, CEO funded corporate-wide

social project

Despite relatively low “extremely important” rating, CEO funded corporate-wide

social project

UC Success by Success Factors

Overall Mean: 3.38


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Key RecommendationsTen Steps to UC&C Business Case Success

1. Look for transactions involving human – to – human interaction2. Conduct pilots, model before / after results3. Look for ways to apply UC to reduce operational costs (travel

reductions, 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 not

tangible!”6. Work your vendors & partners to understand specific vertical

opportunities7. Evaluate options to deliver new services (remote experts,

telemedicine, etc.8. Evaluate customer support metrics – first call resolution, average

way times9. Evaluate sales metrics – increased revenues10. Evaluate project life cycle metrics – shorter time to market


UC&C Roadmap: Overall Themes


Where We Are, Where We’re GoingThe next several sections provide guidance for developing a roadmap 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 backwardsYour ultimate goal – a seamless user experience that minimizes complexity

And remember mobileMobile solutions should demonstrate same look and feel

As vendors cross into each others areas, best of breed is often trumped by “easiest integration,” “who’s my strategic vendor,” and “who’s my trusted advisor?”


UC&C Roadmap: Voice


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?


Choices, Choices, Choices


Type of Company

Examples Strengths Weaknesses

Traditional VOIP

Aastra, Avaya, ALU, Cisco, Mitel, NEC, Siemens etc.

Credibility, established channels, breadth

Often hardware-centric, perceived expense

Emerging VOIP Challengers

ShoreTel, Microsoft, Digium, eZuce, Teo, Vertical, Zultys, etc.

Innovative technology and offerings

Scale, scope, reach, channels

Carriers ATT, BT, CenturyLink, VzBz, etc.

Market presence, scale, reach, Cisco cloud UC

Credibility (“IP Centrex”), coverage

Hosted VOIP/UC Challengers

Cbeyond, Cypress, M5/ShoreTel, Smoothstone, Alteva, PanTerra, Fonality

Focus, agility Scale, scope, reach, channels

Lync as a PBX Plans More than Double


4.9% Planning for Lync telephony in 2011

New Telephony System: When?


Cloud IPT Use/Plans


What’s Driving Interest in Hosted UC?


Only 32% With No Plans to Virtualize UC Apps

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UC Applications: Softphones


Still primarily a complement to

desktop phones, but that is changing

Prerequisite for success: OS that can prioritize voice, high

quality headset

Can you troubleshoot voice

quality issues?

What About Analog?

Fax machines, alarm systems, sensors and industry-specific equipment still require analog connectionsHow best to support over IP?

T.38 for fax?Analog to IP conversions/gateways?Impact on SIP trunking?

Some may never move to IP


Only 23% With No SIP Trunking Plans

Agenda©Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN256947

2011:• 31% No Plans• 40%

Using/Planning to Deploy

• 30% Evaluating

Key SIP Trunking Considerations

Less about costs, more about flexibility, resiliency, new services

Flattening growth as cost becomes less of a driver than resiliency/flexibilityConsolidation drives ROILingering challenges related to support, pricing methods, interoperabilitySession border control typically a requirement for success

Owned SBC correlates with higher overall SIP trunking successSBC certification / support challenges remain


Don’t Forget UM

Key questions:User interface (keep old or evolve to new?)Where to store messages (mail server, dedicated store?)Archiving/retention/forwarding/destruction restrictions?Fax integration?

New services/featuresText to speechSpeech to textVideo messagingVoice controls (“play it again Sam….”)

Need to balance new features with impact to existing users.



Compliance Concerns Affect UC Deployments?

Limiting:We don’t want our instant messages stored!

PromotingWe need to store our instant messages!

Check with your legal department, or your lawyers

FRCP – Federal Rules of Civil Procedure for Electronically Stored Information

Voice Roadmap Checklist


Area Choices Selection

Hosted or On-Premise

SaaS, Hosted, On-Premise

Vendor Incumbent, Alternative?Virtualized? Server, Desktop, None

Softphones None, Complement, Replacement

Analog Gateways/ATAs, Encapsulation

SIP Trunking Centralized, Decentralized, None, Limited

Voice messaging Unified, separate? Single platform, multiplatform?

UC&C Roadmap: Video


UCC Roadmap: Video

Key Decision Areas:DesktopIntegrationExtranetRecording/streamingMobile video


72.2% With Less Than 2% Desktop Video Deployment


For all the hype,

desktop video

deployments lag

71% Integrating or Planning Desktop-Room-Telepresence


2011:• 35% No Plans • 32.7% Using now

71% Using/Evaluating/Planning B2B Video


Streaming/User Generated Video


Video increasingly viewed as a collaboration medium. Think “Enterprise YouTube”

“The first request we had after turning on desktop video was to allow people to record their own videos.”

Mobile


iPad poised to be the VC device of the

future?

Video Roadmap Checklist



Desktop Stand-alone video chat or desktop integrated with room systems?

Integration Single vendor? Multi-vendor?Extranet Roll-your-own vs. Managed?

Role of SaaS providers?Streaming/User Generated

Allow? Storage rules? Record meetings?

Mobile Company provided clients? Federate with public services?

UC&C Roadmap: IM/Presence


UCC Roadmap: IM/Presence

Key Decision Areas:Vendor selectionCloud federationExtranetMobile


71% Using/Planning/Evaluating Lync


• 56% Evaluating/deploying/planning to deploy in 2011

• 1.1% using in 2011 vs. 12.7% now

Integration Challenges

Who owns the desktop and how to you integrate back-end services?

RCC call control on Lync Desktop breaks videoPlug-in or federate for call control?

Is Lync a phone or an IM client with Avaya/Cisco plug-ins (etc.)Features vs. simplicity?

How do you manage a multi-vendor solution?What if something breaks?‘I was on the phone and my icon stayed “green”’


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Cisco vs. Microsoft vs. IBMVendor Strengths Weaknesses

Cisco Unified offering across desktop and mobileIntegration with Cisco voiceMindshare among network teamsHybrid/on-prem modelOpen standards / XMPP supportMobile device support

Lack of mindshare among messaging, application groups

Microsoft Dominant market position in messaging (Exchange)

Rapid adoption of SharePointExtensive partner ecosystem (Social, video,

contact center)

Need to integrate with installed voice / video base

IBM Telephony agnosticRobust conferencing, IM offeringsExtensive partners

Losing mindshare/marketshare

IBM shifting focus to social?

Others Avaya, ShoreTel, Siemens, etc. all offering their own IM capabilities within their UC platforms


65

What About Google?Google continues to play in the enterprise, but mostly SMB:

Gmail, Instant messaging, desktop video, voice, mobile clientsCollaborative applications (Google Apps, Google+, Hangouts)Search

What our research shows:Nearly half (49.5%) of participants are evaluating, using, or planning to deploy office-as-a service applications. Drivers are primarily cost reduction and secondarily scalabilityMore than half (50.2%) of organizations have significant concerns about Google as a SaaS provider, with concerns including “don’t trust” and “not ready for enterprise”Concerns with Google are highest among companies with global organizations and those with conservative/moderate IT cultures


Federation

Federation of SaaS and on-premise becoming increasingly viable

XMPP federation to GoogleThird-party gateway services for presence/voice federation to Google and Office 365

Esnatech, Next PlaneFederation between SaaS services as well (8x8 to Salesforce.com, etc.)


Mobile

Geo location services emerging

Presence based on real-time location monitoringSignificant privacy concerns


IM/Presence Roadmap Checklist



Vendor Selection Single vendor? Multi-vendor? Microsoft? Cisco? IBM? Other?

Integration Single vendor? Multi-vendor?Extranet Roll-your-own vs. Managed?

Role of SaaS providers?Mobile Geo location support?

UC&C Roadmap: Conferencing


UCC Roadmap: Conferencing

Key Decision Areas:On-Premise / Off-premiseExtranet connectivity


Cloud Dominated Web Conferencing


43% Say Video Web Conferencing Changing Desktop Plans


Conferencing Roadmap Checklist



Location On or off-premise for audio, video and web conferencing?

Extranet Managed, hosted, or roll-your-own?

UC&C Roadmap: Social Computing


UCC Roadmap: Social Computing

Key Decision Areas:Organizational StrategiesApplication IntegrationPublic vs. Private StrategiesGovernanceCompliance


Why Social Computing?

In a nutshell – better collaboration!Why?

Lack of personal interactionConference calls instead of conferencesTeleworkers lack ability to build inter-personal relationships

Need to improve access to informationWho knows the answer?How to I form communities of interest within my company and access public communities?

Consumer services driving enterprise interestDo you have a Facebook account?


Key Concerns

Social business joining with UCNeed to build the right organization

88% of enterprise social software budgets held by dedicated groups or groups outside of IT, 8.5% held by marketing, 17.5% by dedicated social team

Need to understand ability to integrate UC and social platforms (and go beyond the firewall)

Traditional ROI measures don’t work92% measure soft-metrics such as usage and network growth to determine success, just 3% cite quantifiable business benefitsBut, 41% require a business case before investing

Think about collaboration and process improvement, across multiple channels, both internal and external


IntegrationAs social and UC vendors integrate their offerings, or work through partners, evaluate “best of breed” vs. integrated solutionsVendors with integrated offerings:

Cisco WebEx Social (formerly “Quad”) integrating with Cisco voice/videoIBM Connections integrating with Avaya, Polycom voice/videoJive XMPP connectorsMicrosoft SharePoint / Lync / Newsgator (and Yammer?)

Stand-alone social platforms:Atlassian, Igloo, SocialText, Telligent (some offer IM)

Integration broadens accessExample: Search Lync for expertise based on SharePoint profile tags


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Public vs. PrivateOr “How I learned to stop worrying and love Facebook”

Public social policies:Allow everything: encourages innovation but wastes time/resources

How many are playing games?Concern becoming moot with the acceptance of BYO mobile device

Allow on a case-by-case basis: creates administrative challengesBlock everything: Can you still innovate? Are you missing out? Will your employees go around you?

An acceptable use policy is key!Lines will continue to blur (LinkedIn/Notes/Outlook integration)


We Block Everything!We Block Everything!

Hey! I need that for marketing!

Hey! I need that for marketing!

If they can access it, why can’t I?

If they can access it, why can’t I?

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Block Public Sites


Public Challenges

So what’s the downside?Concerns about using public services

Where’s my data?Who tracks how my data is used?How do I meet compliance requirements?Where is my data stored?

Unproven business modelsWhat happens if my SaaS provider goes out of business?

What are the network requirements?Web services/SOA requires guaranteed network performanceNeed to bridge public/private networks


Governance

Fear“Out of control” usersSensitive information on public sitesPrivacy – can I have any anymore?This is just for kidsHow do I ensure compliance/governance?

OpportunityGiving users the power to generate their own content, form their own communities, and freely share information creates opportunityBut, in the confines of governance/compliance/security policiesUsing social computing to facilitate project planning and coordinationUsing social computing as a way to make compliance and security accessible


Social Networking Compliance Implications

Area Regulations RequirementPrivacy HIPAA, GLBA, PCI,

FERPA,HITECH, State breach notification laws

Prevention of breach of Personally Identifiable (PII) or Protected Health (PHI) Information

Financial Regulations

SEC(17a-3,4), 206(4), FINRA 10-6, 2210, 3010, Comm. Rule 13

Audit and control of all external communications by investment advisors. Explicit requirements for social networking

e-Discovery FRCP (34,37) Discovery of Electronically Stored Information (ESI). Must be “reasonably” accessible. Retention implications for social networking


Enabling Technologies


Inside Enterprise Outside Enterprise

LinkedIN

FaceBook

Twitter

Blogs

Internet

Skype

Proxy as a

Service

Web 2.0/IM/P2

P Gateway

10 Steps to Social Networking Compliance

Step 1 – Take ownershipStep 2 – Establish policyStep 3 – Engage compliance function earlyStep 4 – Formal education programStep 5 – Strong password managementStep 6 – Content monitoring and loggingStep 7 – Education Step 8 – Selective blocking of contentStep 9 – Routine audits and review of logsStep 10 – Regular policy review


Social Roadmap Checklist



Organizational Strategies

Siloed, converged?

ApplicationIntegration

XMPP? Native common applications?

Public vs. Private Strategies

No federation? Filtering? Policy enforcement?

Governance / Compliance?

Archiving? Remote data storage?

UC&C Roadmap: Mobility


UCC Roadmap: Mobility

Key Decision Areas:Device strategyPhone number strategyNative or third-party clientsVoice channelVideo


Mobility Budgets Up in 2013

*Mobility budgets include devices, services, MDM/MAM, app dev, support

Overall Change:

16% Increase

©Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN256989Agenda

Mean increase of 19.7% for those

reporting an increase.

Mean decrease of 25%for those reporting a

decrease.

Majority of Companies Support Tablets Now!


Key Considerations

Device ownershipEmployee or corporate ownership? Liability? Loss?

Device typesOne device or multiple devices?

Phone number ownershipApplication support

One OS or multiple OS and platforms?Carrier contract negotiations

One or multiple carriers?User supportUser profilesAlignment with other corporate groups


Integration of UC and Mobility

ExamplesAvaya, Cisco, NEC, ShoreTel, CounterPath, mobile UC clients

Find-me-follow-mePresence status updatesInstant messaging

Key challenge:Different clients for mobile UC and mobile social?

SIP and IMS integrationFree calls via SIP trunkingSingle number reach – calls to cell are forwarded by carrier to the company PBX


UC-Mobile Key Issues

Management:Performance (Especially for BYOD)ProvisioningDevice support

Opportunities:Cost savings (Do I really need desktop phones anymore?)Collaborate anywhereVertical / customer solutions (telemedicine)Better customer service (retail, field)

Key Questions:Are public services all I need (Apple FaceTime, Skype?)What’s the user experience (Hi there, nice nose!)?


Device Ownership

Technical/operationalStandardization (services, OSs, device platforms, programming tools)Integration with custom applicationsSecurity, including data protection/encryption, authorizationUpgrade/refresh cycles

HR/LegalFLAS (unreimbursed use of employees’ property)Exposure of company IP (California ruling)Asset tracking means employee tracking

CostService costs (bundled versus individually-procured)Application integration Hardware


MDM Growth Projection: Up, Up, and Away!

21%

46%

56%

84%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

2011 2012 2013 2014

(Projected)

Mobile Device Management Adoption, 2011-2014 Percent of companies using MDM

© DN2569Nemertes Research 2013 www.nemertes.com 1-888-241-2685 DN2087 95

Agenda


Wireless Devices: Who Pays?


Device Ownership


Model Issues RecommendationsBring your own device (BYOD)

• Application and device support• Device replacement / upgrades• Security and data protection• Device constraints• Reimbursement?• Phone number ownership• Storage management• UC integration

• MDM• Minimum standards• Address exempt/non-exempt

issues• Understand support

constraints• Develop reimbursement

strategy• Own phone numbers / UC

integrationEmployer-Provided

• Tax• User unhappiness / nerdiness• Slow change

• Address tax / reimbursement requirements

• Broaden device options• UC integration

Hybrid • Consistency• Costs• Application constraints

• Corporate-wide standards• UC integration

97

Applications

Mobile application requirementsMobile Enterprise Application Platform (MEAP)Control and support of employee application downloads

Mobile application managementRemote OTA provisioningApplication configuration managementApplication white/black listingSelf-service portalsInternational support

Applications cost model


Mobility Roadmap Checklist



Device strategy BYOD, company-provided, Mix, Apple, Android, RIM, Other? Tablets, Smartphones?

Phone Number Employee or Company-owned? Which number is primary?

Native or 3rd party clients

Native client? Multiple clients? SIP client?

Voice channel VoWiFi or 3G/4G only?Video Archiving? Remote data

storage?

Management and Operations


UCC Roadmap: Management and Operations

Key Decision Areas:Managed and Professional Services


Managed Services Drivers


UC Managed / PS for Management = UC Success


Partner Selection

Assess Your Requirements

Where do you need help?

•Engineering & Design•Organizational structure•Baseline assessment•Installation•Training•Management

Evaluate Options

Finding the Best Partners

•Existing relationships•Peer referrals•Vendor referrals•Trade-shows & conferences

Type of Partners

Types of Partners

•Vendors•VARs•Systems Integrators•Consultants•Outsourcers•Carriers•MSPs


Partner Selection Methodology1. Assess needs. Discuss and document requirements with your

team. (This is the single most important step!). 2. Develop selection criteria. Upon what parameters will prospective

partners be assessed (see following slides)?3. Craft RFP. Include descriptions of your current and desired

scenarios. 4. Select “universe” of recipients (see previous slide; may include

VARs, vendors, SIs, consultants, etc).5. Issue RFP.6. Assess responses according to selection criteria.7. Define “shortlist” of prospective partners based on selection

criteria.8. Meet individually with “shortlist” for details.9. Craft terms and conditions (including SLAs, escalation,

subcontracting, security policies).


Managed Services Roadmap Checklist



Managed Services Tier 1, 2, 3, or fully managed? Same approach in all locations? Vendor or Partner?

Professional Services

Requirements, architecture, roadmap, vendor selection, design, implementation?

Conclusion and Recommendations


108

Key RecommendationsDefine Architecture

Create a collaboration planning functionIncorporating UC, document management, security, compliance, AND social computing

Define an enterprise social computing strategy – what applications are coveredWhat’s the public/private boundary?Should the architecture define interoperability or address all applications?

Mobility, Mobility, Mobility (Did I mention mobility?)Define roles for users (what tools for different user communities?)Define organizational structure

Service owners, service deliveryHow to support tools that span multiple servicesIs the service model we use today still appropriate?

Define use cases & opportunities for business application developmentExtensibility capabilitiesIdentity management

Define governance/compliance requirementsEvaluate tools/policies for enforcement

Define operations and management structureIncluding training plans


Consider Alternative Scenarios

© Nemertes Research 2010 www.nemertes.com 109

Scenario 1:Best of Breed

Scenario2:Microsoft

Scenario 3:Microsoft-Cisco Mix

Scenario 4: Cisco

Email Microsoft Exchange 2010 Microsoft Exchange 2010 Microsoft Exchange 2010 Cisco WebEx MailUnified Messaging AVST CallXpress Microsoft Exchange 2010 Cisco Unity UM Cisco Unity UM

Unified Communications Microsoft OCS 2010 Microsoft OCS 2010 Microsoft OCS 2010 Cisco WebEx Connect

IP Telephony Avaya Aura Microsoft OCS 2010Cisco Unified Communications Manager

Cisco Unified Communications Manager

Audio ConferencingIntercall (service); Avaya Aura (up to 48 participants) Microsoft OCS LiveMeeting Cisco WebEx & UCM Cisco WebEx

Web Conferencing* Microsoft OCS Live Meeting Microsoft Live Meeting Cisco WebEx Cisco WebEx

Video Conferencing Polycom (room & desktop)Polycom (room) & Microsoft (desktop)

Cisco/Tandberg (room & desktop) Cisco/Tandberg

Social ComputingMicrosoft Sharepoint with Newsgator

Microsoft Sharepoint with Newsgator

Microsoft Sharepoint with Newsgator

Cisco Enterprise Collaboration Server, Cisco See & Share, Cisco Pulse

Document Sharing & Management

Microsoft Sharepoint, EMC Documentum, Adobe Creative Suite



Cisco ECS, EMC Documentum, Adobe Creative Suite

Enterprise Search Endeca Microsoft FAST Search Microsoft FAST Search Endeca

Desktop ProductivityMicrosoft Office 2010 / Office Web Apps

Microsoft Office 2010 / Office Web Apps



* Specific customer requirement for Pearson Canada: Adobe Connect. Not required company-wide


Example Roadmap2010 2011 2012 2013

EmailRFP and Vendor Selection, Develop Transition Strategy Deployment & Training

Complete Deployment & Training

Unified Messaging Continue AVST Migration Continue AVST MigrationComplete AVST Implementation & Integration

Unified CommunicationsRFP and Vendor Selection, Begin Pilots

Broader Roll-Out & IPT, Email Integration Complete Roll-Out

IP TelephonyRFP and Vendor Selection, Begin Transition

Growing Deployment, UC Integration Growing Deployment Complete Deployment

Audio ConferencingRFP with IPT & Web Conferencing; selection Begin Transition Growing Deployment Complete Deployment

Web Conferencing* RFP and Vendor SelectionConsolidate Existing Vendors; Deplyment Complete Deployment

Video Conferencing Continued Polycom Rollout

Continued Expansion, Add External Connectivity; Evaluate Desktop Strategy

Continued Expansion; Act on Desktop Strategy Continued Expansion

Social Computing

RFP and SharePoint Integration Strategy, Conduct Pilots

Growing Deployment, External Linkages Growing Deployment

Document Sharing & Management

RFP and Vendor Selection, Begin Transition

Growing Deployment, Integration Growing Deployment Refresh

Enterprise SearchRFP and Vendor Selection, Begin Transition Deployment

Desktop ProductivityContinue Office 2007 Implementation

Office 2010/Office Live Migration




Cast a Wide Net

Evaluate vendors across a wide range of product areasAgain, pay special attention to partnerships, ability to integrateUnderstand this is a rapidly changing market, new entrants, acquisitions, competition and cooperationPay attention to financials!Keep abreast of the Cisco-Microsoft-IBM-and now Google dynamicWatch out for rapid development of the SaaS market, new options for cloud-based services rapidly emerging


What Else?

Other items that ought to be part of your roadmap:IPv6 – it’s coming (no, really it is this time!)WebRTC (or rtc-web)

Building voice/video processing directly into the browserLots of opportunity for customer service applications

WiFi evolutionMore VoWiFi, video over WiFi, new end-point registration options

Impact of LTEA new VoIP channel?

Impact of Skype (especially Cisco’s legal challenges)E-911 / NG 9-1-1

Especially for softphone/mobile phone users



Additional Nemertes Resources

Additional ResourcesConsulting:

Requirements gathering and analysisCurrent state assessmentArchitecture, strategy and road-map developmentRFI/RFP development, process management, and evaluationOn-going expert advise

Recent research2012-13 Communications and Computing benchmark

Specific reports on social computing, UC, VOIP, Video, SIP, application management, organizational strategies

Complimentary monthly webinarshttp://www.nemertes.comTwitter: @nemertes



Thank you!Questions?

[email protected]@nemertes

Building a Unified Communications and Collaboration Roadmap

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