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© 2010 Forrester Research, Inc. Reproduction Prohibited1 © 2009 Forrester Research, Inc. Reproduction Prohibited
The Struggle to Unify Communications
Art Schoeller
Principal Analyst
Unified Communications and Contact Centers
IT Roadmap Chicago March 15, 2011
2 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Pain Points on the path to Unified Communications
• What is the business case?
• Must IT identify UC champions?
• Preserving existing assets and building a roadmap.
• Suite versus best of breed?
• If IT builds it will they come?
• How does IT support consumerization?
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Presence
Single-user identify
Integrated desktop
Common user
experience
Simplified
Management
SIP support
Unified Communications – a definition
Unified
messaging
Mobility,
Integrated calling
“Out of the box”
integration to
collaboration
API’s and toolkits
IP Telephony /
VoIP
Unified
conferencing,
Audio, Web, Video,
Text
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UC adoption is progressing – but the devil is in the details
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As use grows, concern about value….
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Which UC function to deploy when?
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UC interoperability key to the enterprise
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SIP supports business connectivity
• Software solutions provide greater flexibility and
interoperability
• Supports advanced multimedia features and virtual
applications
• SIP session managers provide:
– Common dial plan across the network
– Multivendor support
– Reduced number of trunks
– Features delivered to any type of endpoint
• Provides cost-effective connectivity to back-office systems
• SIP trunking grows and offers low-cost alternative to PRI
lines
• Security challenges persist
9 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
SIP Trunking
SIP Service
Provider
PSTN
Remote
Workers
SIP Trunk
Enterprise WANSession Border
Controller Enterprise Session
Manager(s)
Enterprise
Locations
10 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
TDM - SIP Trunk comparison
T-1 / PRI SIP Trunking
Bandwidth utilization Fixed channels “Statistical multiplexing”
Capacity planning Fixed increments Variable
Provisioning Month Day
Vendor Management Separate voice / data Consolidated
Align with VoIP/SIP Gateway Minimized transcoding
Availability Everywhere Still limitations
Security High Subject to IP attacks
CaaS options While possible – limited Standard delivery
11 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
SIP Trunking – design considerations
• Trunk concentration is desired, but avoid single points of failure
• Consider multiple aggregation points based on geography
• Maintain local DID for customer facing applications
• Maintain local branch trunks for survivability
• Coordinate with session management for:
• Dial plan normalization
• Disparate platform integration and endpoints
• Call admission control
• Toll cost optimization
• Policy management
• Fail over and disaster recovery
• Fixed Mobile Convergence scenarios raise additional security risks
• Select SBC‟s carefully – evaluate carrier AND session manager
interoperability
12 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Device transformation and mobility
Expansion of devices available with open standards for
appliance servers, gateways, and phones
Extend the “enterprise UC envelope to mobile devices, fixed
mobile convergence, single number access
Workers receive a choice of devices, such as desktop phone,
mobile device, wireless on-premise phone, or softphone, but
not necessarily a landline phone
Audio, Internet, and video combine for more compelling
interactions
Facilitates internal and external communications with less
concern over employee location, to accelerate connectivity
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Mobile UC ranks up there in interest level
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But it competes with a ton of other mobile applications!
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So mobile UC lags desktop UC
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Mobile UC impediments - and resolutions
• A number of key verticals – healthcare, manufacturing have
alternative transport for years – DECT, femtocells, which tie
campus mobility to different application platform
• Devices have not had the processing capacity to abstract UC
applications
• “Thin, Thick” mobile UC clients spanning common OS‟s are
now coming out
• The trend to BYOM (bring your own mobile)
• UC vendors are addressing this issue
• But enterprises are still „absorbing‟ the shock
17 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Widespread video redefines meetings
• Extends video from the conference room into
new locations as a replacement for face-to-face
meetings
• Supports business processes such as:– Remote sales presentations by experts
– Escalation and problem-solving for projects
– Training at local sites rather than headquarters
– Partner meetings and contract negotiations
• Creates shared workplace with HD and desktop
video for improved collaboration
• Reduces travel costs and lowers carbon
footprint
18 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Video interest varies by technology segment
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UC in the cloud interest is growing
20 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Carriers expand their UC options• Carriers leverage their account
relationships and wish to grow and/or protect their “ARPU”
• A bridge from „hosted/hybrid‟ to cloud
• Either partner with a PS firm or grow their own
• Most align with one or two major UC vendors
• Determine skill set and certification in your area
• Skills required include:
– Infrastructure assessment
– Security practice
– Wireless solutions
– Voice and data networking
– Web integration
Carriers• AT&T
• Bell CA
• Orange BS
• Sprint
• TELUS
• Verizon
• Others
21 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Cloud players proliferate UC options
• Potential market disruptive services include:
– Salesforce.com Chatter
– Google voice services
– Microsoft voice moves to the cloud
– Amazon‟s EC2 cloud computing with Siemens
– Skype‟s business strategy
– Tier two and tier three growth fueled by SIP
trunking services such as Level 3, XO, Global
Crossing, Broadvox, nexVortex, and Vonage
– MANY „pure play‟ UC players focused on SMB
22 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Positive signs in UC decision making – but…
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The UC “Civil War” can lead to a Frankenstein
“Our situation is slightly more complicated in that enterprise decisions have
already been made on the technology solution front. We have already chosen
Cisco for enterprise voice, outsourced „conference‟ hosting to Intercall and
signed an eCal with Microsoft that includes Lync. To your question below, we
have an internally hosted Meeting Place environment that is being retired as
part of the move to Intercall. Now we are trying to figure out how to wire this
together into a seamless unified communications experience. The RFP is to
hire a consultancy that will help us build what is starting to feel like a
Frankenstein solution.”
Global financial services firm
24 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
The UC “Civil War”
Telecom,
PBX,
Carrier svcs
Business units,
Consumer IT
App
development,
UC integration
Collaboration
portals,
Email, IM
Data network,
LAN / WAN
Facilities,
Video
conferencing
• Fractured UX
• Fractured MX
• Over-licensed
• Security risk
• Increased integration
• Increased hardware
• Stranded legacy
25 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
UC vendor landscape
CloudGoogle
Skype
Microsoft
Salesforce.com
Application platformIBM
Oracle
Productivity softwareGoogle
Microsoft
IBM
CommunicationsAvaya
Cisco
Siemens
Each camp leverages core
to attach adjacent markets
26 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Critical UC road map considerationsItem Description
SIP – session
management
Long term plan to organize enterprise architecture around SIP
signaling and consolidate number of session managers
Conferencing Where and how to deploy conferencing servers
Carrier access / egress Plan for SIP trunking
Deployment model On-premise, managed, hosted, cloud
Directory Organize and clean up directory – for search, dial plan
Identify and access
management
External user authentication, federation
WAN/LAN QOS Real time media (voice, video) stream quality
UX For all UC applications: review and strategy for consolidated,
streamlined UX across all devices. Pay special attention to
conferencing. Assess SIP support
MX Identify, inventory, and plan for all back end servers, including
conferencing servers
Integration points Client access to multiple back end services, SIP trunking
between different servers, signaling and media transcoding points
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UC ROI “hard dollar levers”Item Comment
Carrier toll charges Move intra company LD to WAN
Concentrate PSTN access – on-net, off-net
SIP trunking cost reduction
IM displaces phone calls
Fixed mobile convergence reduces cellular minutes
Carrier conferencing Eliminate carrier conferencing per call costs
Travel Video conferencing displaces travel costs
Consolidated infrastructure IP telephony „data center model‟
Reduce MAC and other UC staff sys admin FTEs
Reduce physical hardware, server count
Optimize software license purchase, utilization
Unified Messaging – voice mail and email consolidation
Devices Soft phone displacement of hard phones
Volume discounting of standardized phones
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UC ROI “soft dollar levers”Item Comment
User productivity IM/Presence reduction of “phone tag”
Document sharing/editing improves speed, accuracy
FTE travel time elimination
Staffing Training utilization
Recruiting and retention of “Gen X, Gen Y, etc.”.
Skills utilization and knowledge transfer from Baby Boomers
29 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
A UC “checklist for success”
Task Description
UC project team Business and all IT stakeholders – shared metrics
Current technology
inventory
All UC assets – determine timeframe for write down
Current expertise
inventory
User Experience assessment across all UC
communication types: what to preserve, what will
change
Systems
management
What stays, what will change, and opportunities for
consolidation of systems administration, support
reductions
Worker
segmentation
Office worker, teleworker, field, multi-office
Collaboration
champions
Drive POC‟s with key economic benefit workflows –
promote use
30 Entire contents © 2011 Forrester Research, Inc. All rights reserved.
Recommendations
• Unified Communications is a journey – you may need a travel agent.
• Use the UC „checklist for success‟.
• UC is not a „mandated‟ technology – so it‟s harder to drive it.
• Drive your vendors, partners to develop relevant use cases.
• Get executive support – teach, don‟t tell.
• Consumerization, especially mobility is your ally – not the enemy.
• Use “Viral Marketing”
• Locate who has the “UC Flu”
• Promote their stories to infect the rest of the enterprise
• Use your Marketing department
• Formal research to identify barriers
• Internal promotion
© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
Art Schoeller
+1 617 631 8811
www.forrester.com