nebula whitepaper - unified comms · 2016-01-29 · communication platforms in order to remain...

AN OVERVIEW FOR ORGANISATIONS OPERATING IN SOUTH AFRICA AND THE REST OF AFRICA

JULY 2013

UNIFIEDCOMMUNICATIONS

NEBULA :: UNIFIED COMMUNICATIONS • An Overview for Organisations Operating in South Africa and the Rest of Africaii

CONTACTNEBULA

SOUTH AFRICA

LEGALDISCLAIMER

WESTERN CAPE

Tel: +27 (0)21 555 3227Fax: +27 (0)21 551 0676

Address: 1 Ceres Road Milnerton 7441

Postal: PO Box 227 Century City 7446

E-mail: [email protected] GAUTENG

Tel: +27 (0)12 661 0400Fax: +27 (0)12 661 0650

Address: 1st Floor 267 West Street Building 267 West Avenue Centurion

Postal: Postnet Suite 43 Private Bag X108 Centurion 0046

E-mail: [email protected]

Article content is not intended to answer specific questions or suggest suitability of action in a particular case. Comments or questions about the article may be directed to the author at [email protected].

UNIFIED COMMUNICATIONS • An Overview for Organisations Operating in South Africa and the Rest of Africa :: NEBULAiii

An Understanding of Unified Communications For Business and the Benefits Thereof .......................... page 01

An Introduction to the Unified Communications Market In South Africa ...................................................... page 01 An Overview of the Unified Communications Service Providers in South Africa ...................................page 02

Business Considerations When Implementing or Optimising a Unified Communications Solution .............................................................................. page 04

Nebula Feasibility and Business Enablement ...............page 07

CONTENTSECTIONS

NEBULA :: UNIFIED COMMUNICATIONS • An Overview for Organisations Operating in South Africa and the Rest of Africa1

AN UNDERSTANDING OF UNIFIED COMMUNICATIONS FOR BUSINESS AND THE BENEFITS THEREOFUnified Communications (UC) refers to the integration of communication services. There are many definitions of UC available in the market but all describe, in some way, the combination of communication platforms within an organisation. It goes without saying that effective and reliable methods of communication are fundamental to the operational efficiency of all areas of the business.

Gartner defines UC products as “those that facilitate the interactive use of multiple enterprise communications methods. This can include control, management and integration of these methods. UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.”

As consumers become more accessible through more channels and devices, including mobile phones, company websites, social media and email, organisations need to be able to demonstrate their ability to match these advances and communicate in an integrated, seamless approach with their customers.

Unified Communications does not refer to one product or service offering, but rather a combination of both real-time and offline communication services providing constant access to the organisation and its people. Unified Communications ensure that staff are able to communicate or access information from anywhere at anytime. This is highly attractive for a workforce that is becoming increasingly mobile. The aim of UC is to optimise and enhance communication internally and externally within any business.

As the UC space is so broad, it is critical that organisations work with service providers who are able to assist in defining their requirements and implement the necessary solutions accordingly.

AN INTRODUCTION TO THE UNIFIED COMMUNICATIONS MARKET IN SOUTH AFRICA South African organisations are highly aware of the need for converged communication platforms in order to remain relevant and competitive in their particular industries. Although South Africa may be seen to be behind the rest of the world in terms of access to and the availability of bandwidth in some areas of the country, the same cannot be said of South African businesses. Organisations within the country are keeping up with their global counterparts in terms of their adoption of information and technology to increase productivity and profitability.

The UC market in South Africa is competitive. There are a number of information and technology providers that claim to be able to offer and implement UC simply and effectively. It’s important to note that because UC covers an increasingly broad spectrum of services and offerings, some strategic advice may be required in order to ensure the relevance and success of chosen solutions. There has historically been some doubt about the maturity of the UC market in South Africa, but major players have proven their ability to offer the necessary products and levels of service for their market.

Trends in the South Africa market show that large organisations are adopting an outsourcing approach to UC. Organisations generally look for strategic partners to manage their day-to-day requirements, as they constantly require updating to meet the expanded or changing needs of the organisation. Although slow to be adopted, UC is fast becoming crucial to the successful execution of business goals and to support an increasingly mobile workforce. UC can streamline work processes, improve internal and external communication and provide work-from-anywhere opportunities.

INTRODUCTION

UNIFIED COMMUNICATIONS • An Overview for Organisations Operating in South Africa and the Rest of Africa :: NEBULA2

AN OVERVIEW OF UC SERVICE PROVIDERS

AN OVERVIEW OF THE UNIFIED COMMUNICATIONS SERVICE PROVIDERS IN SOUTH AFRICA

There are eight major players to be considered within the South Africa UC market. Each has reach in countries other than South Africa, which could support existing or potential expansion strategies. These providers are detailed in Table 1.1 below.

Name Description of Services Reference / Web link

Dimension Data

• Assistance in the creation of a Unified Communications and Collaboration Strategy (UCC)

• Planning, deployment, integration and managed services

• UCC offerings in the following areas:1. Telephony and voice2. Visual communications3. Collaborative workspace solutions 4. Conferencing5. Messaging6. Social collaboration7. Telecommunications management

Core focus: Integrator. Carrier related services would be provided by Internet Solutions (both owned by NTT).

http://www.dimensiondata.com/en-ZA/Solutions/Unified-Communications-and-Collaboration#.UdK3sD49rU4

Business Connexion

• Communications Technology Architecture to unify communication methods and devices

• A variety of UC solutions including:1. Instant messaging2. Telephony3. Video 4. Voice mail5. SMS 6. Whiteboarding 7. The ability to determine presence of

intended communication recipients

Core focus: Integrator

http://www.businessconnexion.co.za/solutions/services/unified_network_services/unified_communications/

Telkom Business

• Fixed Mobile Convergence (FMC): Converged bundles to combine fixed, mobile and data offerings

• Offers UC solutions to customers based on customer-specific solutions and taking the following components into account:1. Data2. Fixed3. Voice4. Mobile5. Cloud

Core focus: Carrier

http://www.telkom.co.za/convergence/


AN OVERVIEW OF UC SERVICE PROVIDERS

Name Description of Services Reference / Web link

Vodacom Business

Key elements of the UC Portfolio:1. VoIP2. IP Telephony3. Hosted PBX4. Hosted Call Centre5. Messaging / Collaboration6. Hosted Exchange7. Hosted Lync8. Fixed Mobile Convergence9. Video Collaboration

Core focus: Carrier

http://www.vodacombusiness.co.za/corporate/businesssolutions/hostedofficecommunicator

MTN Business

An offering called Business Connect which has the ability to provide UC solutions for:

1. Unified messaging2. Contextual presence3. Multimedia conferencing4. Desktop and data sharing5. Web portals6. Content and knowledge management 7. Social computing (in progress)

Core focus: Carrier

http://www.mtnbusiness.co.za/ProductsServices/Pages/BusinessConnect.aspx

Internet Solutions

• A range of cloud-based conferencing solutions including:1. Hosted Video Exchange, which has

added feature such as document swap capabilities

2. Audio Conferencing 3. WebEx: an online collaboration platform

• Cloud-based e-mail, fax, messaging, task management and calendar solutions across a variety of platforms

• Voice and fixed mobile convergence solutions

Core focus: Carrier

http://www.is.co.za/OurSolutions/Communication/Collaboration/Pages/default.aspx

Bytes Technology Solutions

Bytes Connect (a division of Bytes Technology Solutions) includes the following in its UC offering:

1. Enterprise voice / Telephony2. IM and Presence3. Contacts4. Conferencing5. Meetings6. Video7. Document Sharing


http://www.bytessi.co.za/BytesConnect/unified-communications-overview.html

Gijima

UCC applications solutions include:1. Telephony Systems - PBX, IP Telephony,

Voice Recording, Telephony Management Systems

2. Contact (Call) Centres, Accessories,Workforce Management

3. Voice Switching and Least CostInterconnect and Routing Services

4. Audiovisual Systems - VideoConferencing, Surveillance, Digital Signage and Content Management Systems

5. Desktop Sharing, Instant Messaging,Collaboration Portals and Online Meeting Services


http://www.gijima.com/unified-communications


BUSINESS CONSIDERATIONS WHEN IMPLEMENTING OR OPTIMISING A UNIFIED COMMUNICATIONS SOLUTION

It is always important to ensure that the service provider chosen to meet UC needs and requirements is ideally suited to that of the organisation. If implemented correctly by a suitable partner in technology, an organisation will soon realise the following benefits:

• More effective and productive communication between employees;

• Increased workplace collaboration;• Easy access to employees and immediate knowledge regarding

employee presence and whereabouts;• Integrated business processes;• Support for a mobile workforce;• More connected and interactive customers.

The benefits are immense if a UC strategy is well defined and implementation is successful.

The step-by-step process shown below is recommended to any large organisation about to embark on the implementation of a new information and communication technology initiative, reviewing your incumbent supplier, benchmarking your service or evaluating potential new suppliers:

An in-depth feasibility study is recommended to ensure that the implementation and acceptance of new technology and ways of working will enhance the operational efficiency of the organisation and be accepted by its people.

BUSINESS CONSIDERATIONS

Businessconsiderations

Implementation readiness

Planning &preparation

Feasibility andbusinessenablement

What do you need to

consider when implementing or optimising your

solution?

How ready is your

organisation to deploy or

maximise value?

What needs to be done to prepare for

implementation or optimisation?

Is there a sound business case

and enablement plan for my

organisation?


The following considerations need to be made when embarking on a UC strategy:

1. Enterprise demand and buy-in:

Both the internal and external demands of the organisation need to be addressed. Consideration also needs to be given to customer and employee communication requirements. Necessary levels of access to the business and its information also need to be considered. Demand could be driven by related technology changes or upgrades, and the impact on these also need to be considered. The following questions need to be answered with regard to ensuring successful internal buy-in:

• Has buy-in been obtained from the relevant sections of the business?

• Has business and IT worked together to formulate a clear and obvious business case covering IT, people and process costs and demonstrating the direct financial benefits from a sales and customer support perspective?

2. Current environment:

Companies are advised to do a thorough audit or baseline assessment of their telecoms environment and its ability to support multi-channel business processes and service levels with their consumers. This will give companies a strong indication of the viability of these strategies and investments.

3. Cost / Revenue impact:

It is important for companies to determine the full financial implications of implementing UC. These financial implications need to be examined from two perspectives:

• Business process, people and IT/facilities costs for implementing and supporting UC.

• The value, in financial terms, of implementing an optimised communication strategy. Broad factors to be taken into consideration include increased employee productivity, streamlined and more effective ways of working, and customer satisfaction.


1. Enterprise demand and buy-in

2. Current environment

3. Cost / Revenue impact

4. Integration / Deployment strategy

5. Security and control

6. Enterprise readiness


4. Integration / Deployment strategy:

Organisations need to consider whether they have the available skills and resources to oversee, implement and integrate solutions into the business environment. The impact on the infrastructure environment and its current capabilities will also need to be assessed.

5. Security and Control:

It is of crucial importance that organisations identify potential risks within the UC strategy, as the information that is transported within the network can be sensitive and require proper protection. Organisations need to have a security policy in place to define the required levels of security for its data and ensure that these are implemented accordingly.

Often security requirements will differ for each component of UC, i.e. voice, instant messaging, collaboration, etc. and it is important to note that a one-size fits all or a simple extension of current security will not necessarily be effective or sufficient. There may also be regulatory or industry-standard compliance requirements that need to be taken into consideration.

6. Enterprise readiness:

The readiness of an organisation with regards to the implementation of any new technology is critical to the success of the initiative. The following factors need to be considered at a detailed level:

• IT Infrastructure Readiness – Is the current infrastructure able to support the new technologies? What updates are required in order to ensure seamless integration?

• Application Readiness – Are the applications used by the business able to integrate with, and support new technologies?

• Business Process Readiness – What business processes are affected by new technologies and how are they going to be aligned with new technologies or updated to suit them?

• Internal User Readiness – Have employees been sufficiently educated to both use and accept new technologies? Have the necessary change management interventions been put in place?

• Customer Readiness – Have customers been informed regarding changes and have the benefits of updated technologies been communicated sufficiently? Have customers been educated with regards to how to use new technologies?

There are many considerations to be made to ensure the UC technologies are chosen and implemented successfully to enhance the overall success of the organisation and its people.



ENABLING YOUR UC STRATEGY

NEBULA FEASIBILITY AND BUSINESS ENABLEMENT

For reviewing or renewing your network service providers and technology, Nebula proposes a structured methodology and approach which is independent of both internal or external vested interests and that aligns with your investment, sourcing and governance requirements.

The Technology Business Enablement (TBE®) lifecycle is a structured methodology to enhance and protect your VPN decision support process:

Telecoms Business Enablement® (TBE®)

Nebula offers a Telecoms Business Enablement® methodology, which covers the structured selection, planning and implementation of telecoms services or products from a vendor or service provider. It can originate as part of a Telecoms Optimisation Programme® (TOP®) or Telecoms Strategic Decision Framework® (TSDF®) Project, as a result of the recommendations of either, or as a standalone engagement.

Secondly, TBE® entails the development and customisation of the best-fit operating model needed to manage and support the new services and business function within the client’s telecoms environment (a choice between managed services, business process outsourcing, traditional outsourcing or a hybrid model).

The Nebula TBE® methodology follows a six-phased approach:

Phase 1: Feasibility analysis and approvals

During this phase, the case for change in the client’s telecoms environment is examined, along with its impact and the organisation’s buy-in and readiness. Nebula supports the executive in its approval of the proposal and helps prepare the proposal.

Phase 2: Sourcing and selection

Once approval is obtained, Nebula oversees facilitates a period of insourcing or outsourcing, as well as a service provider evaluation and selection.

Phase 3: Planning and preparation

Once approval has been received to proceed with vendor appointment and contracting, planning and preparation for the client’s transitioning to and operationalisation of the new operating model follows.

Phase 4: Transitioning and implementation

This phase will facilitate full transitioning from the current state operational environment and solution to the new one, including


ENABLING YOUR UC STRATEGY

training, implementation and migration management, change management and compliance management.

Phase 5: Operations

Once implementation is concluded successfully, the telecoms environment’s successful on-going operations are ensured through a variety of measures, including service and performance assurance, configuration and migration data management and best practice controlled handover.

Phase 6: Renew or change supplier

With continuous refreshing of the Telecoms Baseline Profile®, the latest information in terms of in-scope services will, at contract maturity, lead to a decision whether to renew a contract or not. If not, the entire TBE® methodology will need to be restarted. If renewal is in order, Nebula’s Contracting Consulting function will be engaged.

FeasibilityAnalysis &Approvals

Planning &Preparation

Transitioning & Implementation Operations

Renew orChangeSupplier

Sourcingand Selection

Nebula’s Techonology Business Enablement® (TBE) Lifecycle

WESTERN CAPETel: +27 (0)21 555 3227Fax: +27 (0)21 551 0676E-mail: [email protected]

GAUTENGTel: +27 (0)12 661 0400Fax: +27 (0)12 661 0650E-mail: [email protected]

Nebula is an independent professional services firm that creates business success through its expertise and holistic service offering across the telecoms spectrum, specializing in enterprise telecoms outsourcing, consulting and insight. We offer end-to-end advice allowing our clients to get value out of their telecoms investments, providing them with solutions and helping to implement them.

Our engagement model is one of extensive and on-going interaction, resulting in a significant exchange of knowledge between our clients and us. This model enables us to create sustainable value for our clients, and thus guarantee their business success.

Nebula operates independently of products or service providers with a team of highly skilled technology and business professionals, handpicked to deliver comprehensive strategic solutions for our clients that follow focused principles and methodologies.

Please contact us if you would like to discuss technology strategy, investment or optimisation decisions and would like an independent party to assist you with those processes.

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nebula whitepaper - unified comms · 2016-01-29 · communication platforms in order to remain...

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