Copyright© 2002 Avaya Inc. All rights reserved Marty Parker Avaya Inc.
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Transcript of Copyright© 2002 Avaya Inc. All rights reserved Marty Parker Avaya Inc.
Copyright© 2002 Avaya Inc. All rights reserved
Unified CommunicationUnified CommunicationAnswering the Question:
“What is a great application for IP Telephony?”“What is a great application for IP Telephony?”
Marty ParkerAvaya Inc.
2
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
3
Focus groups identified top customer expectations from Unified Communication…Focus groups identified top customer expectations from Unified Communication…
* Source: Taylor Group, Unified Communication Value Proposition Global Research, 1Q2001
Respond With Speed & Quality• 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
Focus on the Right Priorities
Differentiated Value Stream
• Increase competitive advantage– Tools which allow key talent to focus
attention on the ideas which have the biggest impact on the business
… And Leverage My Investments
4
Professional Services;
FIRE: Finance, Insurance & Real EstateTCU: Transportation;Communication & Utilities * Employee Functions mapped to industries from Labor Statistics** E.g. High tech distributor Source: Yankee Group
The value propositions are supported by analysis of how and where people work … The value propositions are supported by analysis of how and where people work …
20% 65% 15%
60% 28% 12%
Where They Spend Their Time
Who
The
y A
re
25%
Main Office / at the Desk
on PC
57%
Mobile Office / on the Road
or offline
18%
Remote Office / at Home or off-Site
Professional; (e.g. consultant)
Manufacturing; FIRE; TCU; Wholesale**
Sales personnel;
Manufacturing; FIRE; TCU;
Management;Mobile Executives;
Industry* Function
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Returns on Unified Communication InvestmentReturns 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.
6
Unified Communications Definition
UC is the convergence ofcontact and interaction “silos”.
• Real-timee.g. fixed, mobile phone,
audio-conferencing• Near real-time
e.g. IM, SMS, paging,alerting
• Messaginge.g. email, vmail, fax,
wireless devices
• Info Sharing applicationse.g. calendar, scheduling,
greetings, filtering • Group applications
e.g. workflow, voting,group decision-making.
• Directory applicationse.g. personal, enterprise,
world-wide, etc.
Currently, almost all these examples are “silos”.
Gartner’s definition of Unified Communications:Gartner’s definition of Unified Communications:
Source: “Unified Communication is not Unified Messaging” Spring 2001
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Enterprise Portal Architecture
InformationDBMSs
BrowsingDevices
• 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
Voice Wireless GUI
Web Servers
Application
Presentation Preparation
Aggregation
IP
InformationServers
IP
Portal Platform Functions:
Gartner’s layered view of Enterprise PortalsGartner’s layered view of Enterprise Portals
Source: “Unified Communication is not Unified Messaging” Spring 2001
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Unified Communication Architecture Model
VoiceWebWireless
Portal Applications
LANLAN
VPNVPN
PSTNPSTN
Msg Store
Switching/Bridging
DirectoryDB InfoCalendar
WirelessWireless
InternetInternet
Voicebrowser
Service Providers
PCMVoIP
Enterprise
VoIPGateway
VoiceXML
XML IMAP4SMTP
LDAP
SMS/Page
OfficePhone
Enterprise
Personal
Contact Queuing& Filtering
SMPP
HTML
H.323/RTPSGCP/MGCP
SIP
Gartner’s Unified Communication ArchitectureGartner’s Unified Communication Architecture
Source: “Unified Communication is not Unified Messaging” Spring 2001
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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.
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Unified Communication Building BlocksThe elements needed for business communication…
Integrated access to directory anddatabases
Near and Non real- time integrated voice, email, fax and video
Personal Efficiency Management
Individually customizable
communication rules
Real-time “any media” conferencing and collaboration
Contact & InformationManagement
Calling & Conferencing Management
WEB, WIRELESS & SPEECH ACCESSWEB, WIRELESS & SPEECH ACCESS
Message Management
e.g. SiebelSystems
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Typical Customer Deployment An illustration of how Unified Communication can be added…
Avaya DEFINITY/ECLIPSNortel Meridian Siemens HiCom
Octel 200/300
Serenade
Octel 250/350
Aria
IntuityAUDIX
MS ExchangeAvaya Unified Messenger Other IMAP4
Email Systems
LDAP Directories
Corporate LAN/WAN
CTI Links
Existing Communication Capabilities
Web &Wireless
Speech &Telephony
Wireless DataNetworks
Local or remotePC Browsers
AvayaMM3400
PSTNCell Network Both
OrSingly
Avaya UCC 1.1
Speech AccessServer
Web/WirelessServer
Voice link(s) to PBXUp to 8 voicemail systems per UCC Server
IP andIP Telephony
TDM or IPTelephony
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Using Speech Commands Workers (Remote and Mobile, or Main Office) Can …
Manage Exchange-based contacts, calendar and tasks
Screen incoming calls, set reminders and change find
me/reach me contact number
Increase Efficiency &
Accessibility
Hands-free dialing and addressing using contacts from
the Outlook directory or the corporate LDAP directory
Access Directories
Launch voice calls from any phone
Transfer, Hold, Drop
Add or join a conference
Selective drop for conferences
Initiate Calls &Conferences
View, listen, reply, forward, create, delete, save
Read, reply, forward, list, filter, send
Sort by media, sender and type
Manage Messages
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Using Wireless Data and Web FeaturesWorkers (Remote and Main Office, or Mobile) Can …
Incoming caller ID via “pop up” screen
Integration with optional Avaya™ EC500 Scheduler
Increase Efficiency &
Accessibility
Easy connection to directories to launch calls or
initiate conferences from any location
Access Directories
Telephony calling via any phone
Add parties for conferencing
Speed dial, hold, transfer, merge, drop
Send all calls, call forwarding
Initiate Calls &Conferences
View, listen, reply, forward, create, delete, save
Sort by media, sender, subject or receipt time
Manage Messages
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“Schedule an appointment”
“Read my urgent e-mail message”
Scenario: Having Your Own Speech Assistant
“How many messages do I have?”
“List my appointments”
“Call Mike Preston at his office…Avaya come back”
c
c
15
Scenario: Browser and Wireless Data Access
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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
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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
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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?”