Gartner’s Perspective on Collaboration
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Transcript of Gartner’s Perspective on Collaboration
Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via e-mail: [email protected]. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Gartner’s Perspective on Collaboration
Steve Blood
The Role of “Collaboration” in an Enterprise
• Improve communication- Asynchronous moving to synchronous
• Coordinate project-related activities- Goal-centered, soft process management
• Empower communities of experts and interested parties- Groups of people with a "natural" affinity or inclination
that binds them together
• Facilitate social interaction - Enable team members to share personal information
Key Issues
• What trends are influencing enterprises' vision for collaboration (and communications)?
• How are vendors addressing the UCC approach. What are their strengths and weaknesses?
• How can enterprises develop a strategy to adopt UCC effectively?
Generational Changes in Collaboration
Generation 4Generation 4
Generation 3Generation 3
Generation 2Generation 2
Generation 1Generation 1Communicate(Asynchronously)
Share
Network
• E-Mail• Calendar• Group scheduling
• Discussion forums• Audioconferencing• Videoconferencing
• Teamware• Instant messaging• Presence• Mobile/wireless
• Web conferencing• P2P• Webcasting
• Blogs and wikis• Social network analysis• Social applications
• Expertise location• Syndication (RSS)• Ad hoc workflow
• Collaborative, real-time authoring • Universal dashboard integrates tools• Data portability apps, vendors, services• Integrated mobility, context aware• Social analytics
Aggregate
Heterogeneous
Universal queue
Cloud & premises
Built-in
Aware
Interenterprise
Mashup, user driven
More real time
The Evolution of Generation 4 CollaborationGeneration 1,2,3 Generation 4
User Access
Mobility
User Context
Scope
Extensibility
Client
Single stack
App by app
On-premises
Bolt-on
Unaware
Enterprise only
Developer driven
Mostly asynchronous
Vendors
Provisioning
Video Helps Improve Social Interaction
Source: Cisco
Consumer VideoContent (YouTube)
Enablers• Easy
• Free
Is video finally ready to move from "next big thing" to "current big thing"?
Is video finally ready to move from "next big thing" to "current big thing"?
Consumer Enterprise
Video Content ManagementEnablers• User Demand
Inhibitors• Network capacity
• Cost
"UC""UC"
UCC: Junction of Two Markets to Support Real Time Collaboration
Communications Collaboration
Unified messaging
Web conferencing
Instant messaging
Presence
Team workspaces
Wikis
Blogs
Social software
Other collaboration tools
Telephony
Voice mail
Audioconferencing
Wireless e-mail
Videoconferencing
Call Center
• UCC is evolving toward a composite market in which UC joins the collaboration market
• Some technologies remain distinctly in the realm of communications (for example, voice infrastructure, call centers and so on) while others remain distinctly collaboration (for instance, team work spaces and social software)
• By 2013, the UCC market will be well-established, removing these distinctions
• Mobile is everywhere
Directory
"UCC"
Key Issues
• What trends are influencing enterprises' vision for collaboration (and communications)?
• How are vendors addressing the UCC approach. What are their strengths and weaknesses?
• How can enterprises develop a strategy to adopt UCC effectively?
Enterprise Collaboration Applications
• E-mail is the anchor
• Collaboration attach rate high
• IM presents voice on-ramp
• Hosted and premises
• Understanding the client side
• Inclusion of social software
• The ability to deliver voice
• The ability to deliver hosted
• Hybrid models
• Partner development
Strengths What to watch for…
Core collaboration vendors have the inside track on UCC penetration but voice is extremely challenging.
Core Competencies
E-mailInstant messaging
Web conferencing
Calendaring
Shared workspaces
Social software
Enterprise Communications Application
• Voice is critical and ubiquitous.
• LANs are critical and ubiquitous.
• Premise wireless Wi-Fi is common.
• Difficult to change installed base.
• Highly demanding real-timeapplications.
• Shift to software architecture.
• Unified Communications & virtualized software.
• Premises cloud and local survivable modules.
• Survivable branches
StrengthsWhat to watch for…
Communications vendors have global products and channels, are highly reliable, have strong services,and are the trusted and accepted way to
do real time business.
Core Competencies
VoiceInstant messaging
Real-time conferencing
Telephony
Video
Social software
Microsoft, Cisco, IBM: Pushing Markets Together
• Positions Sametime IM/presence platform at center of UCC strategy
• Partners with telecom equipment providers by drawing a (sometimes moving) line between collaboration and communications
• Bulked up with WebEx, then Jabber and PostPath acquisitions
• Aggressive moves into collab. market, led by voice & video with work on integration/interoperability
• Positive steps into collaboration with show-n-share & Quad
• Launched attack on voice space with OCS announcements
• Special voice or communications hardware not needed
• Products complementary to existing enterprise voice communications
Key Issues
• What trends are influencing enterprises' vision for collaboration (and communications)?
• How are vendors addressing the UCC approach. What are their strengths and weaknesses?
• How can enterprises develop a strategy to adopt UCC effectively?
Cost Optimization Framework for UCC
IT ProcurementBest pricing and terms for your IT purchasesBest pricing and terms for your IT purchases
Align Technology with Business Need
Select Anchor Vendors Assess Vendor Influence
Cost Savings With ITOpportunities to reduce IT costsOpportunities to reduce IT costs
Platform ConsolidationDesk Phone Displacement
DecommissioningToll Bypass for Video
Joint Business and IT SavingsCost saving technologies in the businessCost saving technologies in the business
Enable Innovation and Business RestructuringProcess improvement, restructuring, innovationProcess improvement, restructuring, innovation
Source: Gartner’s Four Levels of Cost Optimization
Hot Desk/Home WorkingTravel Displacement
Energy Savings
Comms-Enable ProcessNew Comms ChannelsEffective Collaboration
Joint Business and IT Savings - Target the obvious…but make it stick
Infrequent Flyer
2220 2342 4534 342
S J Blood
VSDon’t try to eliminate travel
Target recurring meetings with video
Create a “Frequent Non-Flyer” reward program
Emphasise efficiency as well as cost savings
Set a new base-line for frequency of meetings
Link Cost Savings to Carbon Reduction
Vary the times of meetings for international groups to share the inconvenience
Enabling Innovation – People, Process and Technology
Process Exceptions
Notifications SupportUrgentRequests
Process automation demands a reduction in human latency
Notifications; SMS, Voice, E-mail
Two or more people are required to make a decision
Conferencing: Audio, Video, Web
Real-time information is required to reach a collective resolution
Collaboration: Workspaces, Wikis
Stakeholders are in different locations with different communication devices
Rich Presence: Netbook, Smartphone
Communications-Enabled Medical Imaging
Collaboration
Context-Specific Presence List
Auto Log On
IM, Voice or Video Interaction
Process
1. Unexpected results found by radiologist
2. Use presence to contact doctor immediately
3. Radiologist and doctor conference/collaborate
4. Results communicated/acknowledged and in the next release can be recorded*
Expected Benefits
• ~ 5% to 10% radiologist and patient throughput
• Improved patient care and shorter wait times
• Regulatory compliance improvements*
*Available in next release
A Methodology for Communications-Enabling Business Processes
Process Improvement
Data Collection
Business Process
Measure Impact
Implement
Metrics
EvaluationDeploy
Discovery
Sponsorship
Role-Based
Process-based
Task-Based
Internal and
External
Surveys
Workflow Analysis
Best PracticeReturn on
Investment
Roll Out
Identify Synergies
Best Practices: How to Take Advantage of UCC
• Anticipate organizational and vendor politics; plan how to handle it.
• Be careful when vendors cross lines into new areas.
• Clearly determine what you want and what you can use.
• Look for business cases across the UCC stack from cost savings to process innovation