How VOIP, UC, and Mobility are Enabling the Distributed ... · Why the Savings? •Initial...
Transcript of How VOIP, UC, and Mobility are Enabling the Distributed ... · Why the Savings? •Initial...
How VOIP, UC, and Mobility are
Enabling the Distributed Enterprise
Robin Gareiss
Executive Vice President & Sr. Founding Partner
Nemertes Research
. © Nemertes Research 2011 www.nemertes.com
• Analyze & quantify the business impact of
emerging technologies – Prove/disprove compelling hypotheses annually
– Benchmark reality: Conduct in-depth interviews with
IT leaders
– “Nemertes 200” benchmark profile • 16 industries; range of company sizes
• More than half have global operations
• Advise Fortune 100-2,000 businesses on
critical IT issues, such as:
– Unified Communications & Social Computing
– Next-generation WANs
– Wireless & Mobility
– Data Centers
– Cloud Computing & Managed/Hosted Services
– Application Delivery Optimization & Virtualization
– Security
• Cost models, RFPs, architectures, strategies
• Founded 2002
Introductions: About Nemertes
. © Nemertes Research 2011 www.nemertes.com
UC, VOIP & Social Computing: Key Findings
• UC still lacks a quantifiable business case
• UC deployments largely flat year over year – IM/Presence & Web conferencing are most widely deployed applications
• Social computing still a stand-alone project – Marketing driving social spending positively correlates with success, but marketing efforts usually outward facing
• Microsoft Lync of interest to IT shops, but primarily for IM/presence/desktop UC – 56% evaluating/deploying/planning to deploy
– Only 4% planning Lync as a telephony system replacement
– 52% have no plans for new telephony system in the next 3 years
• VOIP Management is important to operational success
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Unified Communications
Integration of any or all
communications, collaborative,
and business applications.
Presence guides users to the
most appropriate means of
communications
Mobility extends applications
and integration of applications
Communications-Enabled
Business Processes improve
productivity
. © Nemertes Research 2011 www.nemertes.com
UC Technology Architecture & Evolution
VOIP
IP Video
Presen
ce
IM
Web conferencing
IP CC
Social Computing
Fixed Mobile Convergence
Communications-Enabled Business Process
Management, Directory, Security
UM
Co
mm
on
Pro
toco
ls (SIP, S
IMP
LE
, XM
PP
)
Handsets
Web portals
Office productivity apps
User Interfaces
Dashboard Desktop video
IP audio conferencing
Telepresence
UC Deployment: Little Change from 2010
Little
change:12.5% No
Plans in 2010
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UC Capabilities in the Branch
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Determined a Business Benefit for UC?
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UC Success by Success Factors
Overall
Mean:
3.38
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VOIP Adoption
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55.1% Fully deployed
or growing
rollout
Microsoft Lync Plans
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New Telephony System: When?
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Lync As a Telephony Replacement
. © Nemertes Research 2011 www.nemertes.com
Whatever Vendor: Management is Key
• Seven years of gathering VOIP cost data
– Limited UC cost data in past 3 years
• Data in this presentation based on:
– 225 live interviews
– Supplemented with Web-based survey of 1,300
companies
• Ask IT leaders for the following costs:
– Implementation
– Capital
– Operational
• Ask IT leaders how they manage their
VOIP systems
• Conduct correlation analysis
. © Nemertes Research 2011 www.nemertes.com
Operational Costs Correlated With Management
. © Nemertes Research 2011 www.nemertes.com
$1,194
$758
$585
$- $200 $400 $600 $800 $1,000 $1,200 $1,400
No tools
IP PBX tools
Specialty tools
Operational Costs of IP Telephony (per end unit) by Management Strategy
Implementation Costs With Correlation
. © Nemertes Research 2011 www.nemertes.com
$523
$384
$300
$- $100 $200 $300 $400 $500 $600
No tools
IP PBX
Specialty
Implementation Costs (per end unit) by Management Strategy
Why the Savings?
• Initial configuration
– Standardize on design, naming conventions, dial plans
– Load configuration data once, propagates through IPT, UC,
voicemail
• Asset management
• Voicemail deployment
• Automation of administration changes
• Predictive analysis
– When is the environment ripe for problems?
• Root-cause analysis
– Why is this problem happening? Knowledge base helps
. © Nemertes Research 2011 www.nemertes.com
Social Computing Architecture
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Enterprise Social Plans: Most Doing Something
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Social Budget Holder: All Over the Map!
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Marketing Controls Social = Best Success
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Overall
Mean:
2.87
Mobility
Video Desktop video
Room-based video
Telepresence
Mobility: A Holistic View
Voice
Phones
Audio conferencing
Messaging Email
Instant Messaging
Unified Messaging
SMS
Document
Sharing Document repositories
File shares
Search
Web conferencing
Social Networking
Blogs
Wiki
Microblogging
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Key Considerations
• Device ownership
– Employee or corporate ownership? Liability? Loss?
• Device types
– One device or multiple devices?
• Phone number ownership
• Application support
– One OS or multiple OS and platforms?
• Carrier contract negotiations
– One or multiple carriers?
• User support
• User profiles
• Alignment with other corporate groups
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UC-Mobile Integration: Lot of Interest
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Mobility Spend 2011-2012: Still Strong
Mean increase of
17% for those
reporting an
increase.
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Users With Wireless Devices: 2011
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34.2% have
>50%
72.9% plan
to increase
users in
2012
Wireless-Only Users on the Rise
36%
increase in
wireless-only
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Wireless Devices: Who Pays?
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Success By Device Ownership
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Personal Use of Corporate Devices: Yes
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Personal Use: Handling Taxes
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MDM Plans
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Success by MDM Use and Plans
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MHS Adoption Trends
• Reflects percentage of companies using managed/hosted services in any technology area
• 40% say they plan to add more services in 2011, but nearly all already use managed/hosted
services and are adding more
• Percentage of growth will slow for new companies adding MHS, but growth in new services
for existing MHS users is strong.
27%
46%
63%
73%
87% 91%
94%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2007 2008 2009 2010 2011 2012 2013
(Projected) Managed/Hosted Adoption, 2007-2013
. © Nemertes Research 2011 www.nemertes.com
. © Nemertes Research 2011 www.nemertes.com
Drivers for Using MHS
Combined total 69.7%
Closing Thoughts
• Build a business case for UC
• Most successful UC deployments pay attention to user
satisfaction above all other factors
• VOIP is mature, but still many companies deploying
– Evaluate Lync for desktop; be cautious with enterprise voice
– Management and monitoring tools are vital to reduced operating costs
• Convince Marketing to own social computing budgets; projects
will be more successful
• Mobility is huge—evaluate your strategy carefully
– Tax implications
– UC integration
– MDM deployment
• Consider managed services
Thank you!
Robin Gareiss
Executive Vice President & Sr. Founding Partner
Nemertes Research