C D H

C D HUnified Communications

Summit 2011

April 2011

C D H Quick Facts

About Us• 21st Year• Grand Rapids &

Royal Oak• 30 Staff

Approach• Vendor Neutral• Non-reseller• Professional

Services Only

Partnerships• Microsoft Gold

• Central Region Client Experience Award Winner

• VMware Enterprise• Citrix Silver• Novell Platinum• Cisco Premier

C D H

Infrastructure

Access & Identity Management

Expertise

Project Management

Collaboration

C D H Talks TechC D H

C D H The UC Summit: What is it?

• 3rd Annual• 84 System Integrators• 28 Consultants• 16 Vendors• La Jolla, CA• Host: UC Strategies

C D H UC Summit Sponsors

Avaya

C D H Definition of UC

• Communications Integrated to Optimize Business Processes (UCStrategies.com)– UC integrates real-time and non-real time

communications with business processes– Uses presence capabilities for coordination – Presents a consistent, unified user interface

and experience across multiple devices and media types

7

Presence Software-based solutions

IP Networks / Multimedia

IM and Chat

Enhanced Conferencing

Collaborative Workspaces

Embedded CommunicationsSpeech Recognition

Video

C D H Process Optimizations

• Rich Presence with IM• Roles / skills vs. names• Mobile information delivery•Collaborative workspaces

Targeted to process groups Involves system integrationCuts costs / drives revenue Reason to invest in change

User‐oriented tools• IM with Presence• Softphones • Mobility Support•Conferencing

Generic groups (~ COS)or enterprise‐wide Saves “xx” minutes / day “Sizzle” of IP Tel and

Messaging investments

UC-U: User Productivity

UC-B: Business Process

Helping individual users manage their communications

Enhancing business processeswith integrated communications

C D H UC – Phase I

– UC – User Productivity (UC-U)• At the personal / individual user level• Hard to measure and aggregate in ROI

UC-U

UC

C D H UC – Phase II

– UC – Business Process (UC-B)• At the business level - enterprise as a whole• Significant and measurable (track ROI)• Human latency

UC-U

UC

UC-B

C D H UC – Phase III

– UC – Analytics & Metrics• Time management• Word/phrase detection (real time)

– A new level of communications service• High ROI• Competitive advantage

UC-U

UC

UC-BUC-A

C D HCommunications Industry

Transition

• Hardware model to a software model• Microsoft & IBM enter market• Vertical market solutions will drive choices• Communications endpoints are evolving• CPE vs. cloud• Social networking moving to social

business• Major industry & channel consolidation

C D H

UC-U Value• Improve conferencing $3,034

• Reduce wasted time $1,137

• Eliminate delays $1,005

• Save toll costs $246

• Reduce admin TCO: $43

UC-B Value• Increase sales $115,909

• Speed projects $95,000

• Lower process costs $12,880

• Cut operational cost

$11,875

• Drive transactions to mobile devices

$7,813

UC Value Per User Per Year

C D H Three Platform Choices

Expand, build on voice platform1

2 Expand, build on desktop platform

3 Expand, build on business software applications platform

C D H Expand, build on voice platform1

• High number of voice calls 

• Many field, retail, or branch personnel

• Conferencing is primarily meetings, notcollaboration

• Retail stores or services, construction, education, field sales

C D H Expanding the Voice Platform*

* Assumes current release of IP/PBX

• Add Presence, IM

• Add Conferencing

• Add Smartphone Mobility

• Add CEBP services

C D H 2 Expand, build on desktop platform

• Operation based on  email and documents, spreadsheets, word documents, presentations, etc.

• Business‐centered information and collaboration, teams work together to deliver services

• Legal, Accounting, Professional services,  HQ staff,  Marketing, Mobile Sales,  Development,  Government, Investment Management

C D H Expanding the Desktop Platform

• Add Presence, IM with click-to-communicate

• Add Conferencing

• Use native interfaces to email, office apps,collaboration

• Add enterprise telephony

C D H 3 Expand, build on applications platform

• Operation driven by software  applications

• Work on  transactions, logistics, supply      chains, service, web‐based sales, call centers, catalog sales, global service desks

• Manufacturing, distribution, insurance,     health care, retail brokerage, logistics, transportation

C D H 3 Expand, build on applications platform

Embed UC functions in Application Software• Communication functions invoked by 

application software• Presence, buddy lists, etc. are hidden or dynamic• Click‐to‐communicate may be available• Detailed call plans, process driven escalation 

procedures• Collaboration is minimal, transaction driven

C D H Expanding the Applications Platform

OR• IM & Presence

• Add communications to PC

• Headset plan a must

• CEBP LOB businessapplication

C D H Headset Plan

• Vendors– Plantronics– Jabra– Logitech– Motorola– AltiGEN– Sennheiser

C D H Pricing in $/User/YearVendor UC Only

Aastra $ 36

Alcatel-Lucent $ 48Avaya $ 35

Cisco $ 32

IBM $ 28 InteractiveIntelligence $ 104 (syst)

Microsoft $ 16 Mitel $ 63

NEC $ 11

RIM $ 41ShoreTel $ 70

Siemens $ 83

• 2,000 users;4 UC ‘workloads’– IM/Presence– Conferencing– Mobility– CEBP

• UC only ranges from $16 - $70/user/year($2 - $6/user/month)– Average down from

$81 to $38/user/year

C D H Summary

• Headsets are NOT just a microphone & speaker, you NEED a headset plan

• The cost of UC is driven by the number of UC services: IM, voice, video, presence, mobile, speech recognition, conferencing– Devices, integrations, professional services

• UC has permanently changed the economics

C D H Vendor Line Up

• Vendor Line Up– NEC– Siemens– Avaya– IBM– Cisco– Microsoft

C D H

C D H NEC

C D HIntroducing the UC&C

Architecture

Virtualization &

Cloud services

Mobility

Agent services

Vertical apps

RIA

• NEC’s software-based communications designed for dynamic, distributed environments suited to meet needs of workers tomorrow.

• NEC’s UC&C Architecture features:– Standards-based– Network agnostic– Service-orientation– Security & scalability– Robust UC & collaboration

services– Centralized management

C D H Next Generation UC PlatformSV8500 & Sphericall begin to expand capabilities and interoperability in 2011 to

reach common UC solution

Encompasses public/private/hybrid cloud-based environments

Software-basedSphericall platform

•Open standard protocol•Service oriented•IT SW Architecture•Vertical apps•RIA

XMPP

IPv6

Virtualization

Vertical Enhancements

Cloud Capacity

MS Lync/IBM ST

Standard SIP

Rich Call Center

XMPP

IPv6

Rich Media

Social Network

Web 2.0 (RIA)

CEBP

Vertical Apps

Cloud

Common Global Integrated

UC Applications

2011and beyond

Next GenUC&C Platform

C D HUC&C Overview

• Provides:• Enterprise Class IP-PBX

• Full featured unified communications

• Unified messaging

• Contact Center

• Audio/Video conferencing

An IP-based communications solution delivered in a single, easy to deploy software platform

• An integrated software-based communications solution

• Virtualization

• Scalable

• Easily distributed

• Network agnostic

• Standards-based

• Engineered for a Service Oriented Architecture (SOA)

• Call recording

• Business continuity

• Management tools

I’m in the UK this week,  looking forward to a good meeting with Chris from EMEA IT Solutions

I hope you’re all spreading the word about the cool RIA software I am working on!

Review Meeting for RIA Development ProjectPearson Conference Room

Working hard on my Functional Spec due in a week!

I’m back from my holiday and starting up the coding on the new UI controls for the Twitter panels today!

C D HExtensible RIA Client

Framework

C D H Anywhere – All the Time

C D HNEC “No Customers Left

Behind”• Mapping of SV8500 enhanced networking to standards based networking, allows

UC&C to provide a rich array of services to existing customers as they evolve forward on their “timeframe”

– Rich new services added to existing telephony infrastructure– Software portability migrates IP phones smoothly– Enables IT to carefully manage migration to new infrastructure

XML/SOAP Web Page Server

Media Switching Services

Adaptive Session Initiation Protocol

XML/HTML .NET Remoting

Agent Services

Rich Agent Session Controls 

Web Conf Page Server XML RPC

SW Audio Mixer with SIP Media Connection

Web Conferencing Services

Joe

X100

Customer

RIA Client X200JaneWeb Conference RIA Client

JaneWeb Conference

Jane

Web Conference

C D H NEC Summary

Positives ++ Strong Global

Company+ Large Installed Base+ Existing Channel

Negatives –- Hardware-based

solutions- Strategy Unclear- Fluff, Little substance- “No Customer Left

Behind”, is that good for you?

C D H

C D H Siemens

C D H Siemens Enterprise CommunicationsCompany overview

Optimize Transform

Over 1 million customers in 120 countries

Revenues of €2.3 billion ($2.8 billion) FY-2010 Four quarters consecutive growth; strong Q1 Cash-flow positive/large war chest

A growing force in a growing market

#3 market share globally

Source: MZA Consultants

#1 in Europe (19%)#1 in LAM

(18%)

6.2 million devices in USA#4 in LME VoIP

#1 in Germany(40%)

#1 in India(17%)

(51%)

(49%)

70% global 500 customer base Vast annuitized revenue stream

C D H

OpenScape Cloud ServicesOpenScape Cloud Services

OpenScale Services

OpenScape Collaboration, Video, Social Media and Contact Center

OpenScape Voice, Office, Unified Communications and Mobility

Enterasys Switching & Routing, Wireless, Security and Network Management

Flexible deployment andconsumption choices

PremiseDeployment

HybridDeployment

CloudDeployment

Highly reliable and secure, carrier-grade UC SaaS

Highly reliable and secure, carrier-grade UC SaaS

Full spectrum of proven, ITIL-basedmulti-vendor services available globally

Easy, affordable, enterprise-grade software with deep application/social

integrations

Massively scalable, open and virtualized software architecture

Automation, visibility and control across integrated wired and wireless networksAutomation, visibility and control across integrated wired and wireless networks

Managed Services

Unified Communications

Automated Networks

Collaborative ApplicationsCollaborative Applications

Secure Cloud Secure Cloud

PortfolioDifferentiationSolutions

Open Communications ArchitectureUnified communications and networking –

ready for the cloud

C D H

Mature and Proven Solution

CAGR 124% over last 6 years Over 1.2M

licenses sold Next-Gen SW

Architecture

Scalable and Reliable

Single System scales to 100,000 users Carrier Grade

99.999% Reliability

Flexible Deployment Options Virtualized and

Cloud Ready Anywhere Worker Survivable Branch

Office

Most Complete Solutions

UC Essentials are Built-in Highest Value

Applications pre-integrated

Compelling Value Proposition

Lowest TCO Sound ROI on

Investment Customer

References

SIP session control

Federated presence

QoS management

Session detail reporting

Administration and licensing

Availability managementData center

OpenScape Unified Communications Server

OpenScape UC Suite

OpenSOA

OpenScape UC Server and UC Suite

C D H

OpenScape CloudServices

OpenScape OfficeVersion 3

OpenScape UC Server Xpress

PremiseDeployment

HybridDeployment

CloudDeployment

Optimal for 350 – 1,000 users

Includes: Enterprise VoIP Conferencing Voicemail Unified Messaging Device Presence Contact Center

New multi-site capabilitiesfor up to eight sites

Increased scalability upto 500 users (LX edition)

Social media federationwith Google Chat

Enhanced mobile UCclient

Virtualization support

Comprehensive future-proof ‘Voice and UC as a Service’

Robust carrier-grade next-gen software platform

Security and reliability, redefined for the Cloud

Easy to acquire and use Integrated Partner calling

plans

New FlexibleDeploymentOptions

End-to-end Range of Solutions for SMB and Mid-MarketCustomers – All Channel Partner Ready

Introducing OpenScape Channel-Only Solutions

C D HSiemens Enterprise

CommunicationsUnified Communications and voice portfolio positioning

< 350

1,000

>2,000

Advanced UC andintegration capabilities

Numberof users

SM

B

M

id-m

arke

tLa

rge

OpenScape OfficeHiPath 3000

HiPath 4000Evolution

OpenScape UC Server Xpress(incl. OpenScape Voice)

OpenScape UC Server Enterprise(incl. OpenScape Voice)

OpenScape Cloud Solutions

C D HOpenScape OfficeSolution Overview

Server-based

All-in-oneappliance

OROpenScape Office

OpenScape Office MX

All-In-One UC appliance solution Supporting up to 150 users

Pure Software UC enabling virtualization, multi-site Supporting up to 500 users

OpenScape Office LX

Server-Based UC solutionfor HiPath 3000 installations Supporting up to 500 users

OpenScape Office HX

C D H Siemens Summary

Positives ++ Strong Global

Company+ 1M Customer Base+ Vision to the Cloud+Solutions for the large enterprises >100,000 users

Negatives –- Slow to UC market- Not known for

innovative software solutions

- Hardware heritage trying to move to cloud solutions

C D H

C D H IBM

C D H 7,000,000,000

• http://www.ucstrategies.com/industry-buzz/uc-summit-2011-ibm-keynote.aspx– 1 min, 25 sec

C D HSametime makes a lot of things

easier...• Meetings

– Click-to-meet• Video

– Click-to-see• Integration with 3rd-

party telephony systems

• Integration with web applications– New web clients and

Web 2.0 APIs• Telephony

– Click-to-call with Sametime Unified Telephony

C D H Sametime key themes

Improvements to the meeting experience on the Web browser

Audio and video management tools to help accelerate adoption

Support for new mobile platforms and new capabilities

New options to simplify deployments

C D HAudio and video on the Web

meetings clientBrowser plug-in installs on demand or pre-installed; also supports 3rd

party video integration

Browser plug-in installs on demand or pre-installed; also supports 3rd

party video integration

Call and video controlsCall and video controls

List of participants shows connection, presence and muted status.

List of participants shows connection, presence and muted status.

Video Controls:- Show/ hide own video- Hold/resume - Pause/resume

Video Controls:- Show/ hide own video- Hold/resume - Pause/resume

Moderator Controls:- Mute/unmute all- Mute another person- Lock call- End call for everyone- Hang up participant

Moderator Controls:- Mute/unmute all- Mute another person- Lock call- End call for everyone- Hang up participant

Call Controls:- Connect/disconnect- Adjust volume- Hold/Resume

Call Controls:- Connect/disconnect- Adjust volume- Hold/Resume

C D HSupport for new mobile

platforms and capabilities• Native support for

Android, iPhone• Meetings client for

BlackBerry, iPad

C D H New Sametime features

• Click-to-call number in Notes and Sametime• Active speaker notification• Call initiation from Android devices• REST APIs to support mobile Web page for

getting/adding/setting devices• New hardware support, OS Support, Linux, Mac

Updated toolbars for ad-hoc calls and meetingsUpdated toolbars for ad-hoc calls and meetings

C D HA new SUT flavor

(a “lite” one...)

• Simplified video and telephony integration

• Basic soft phone features

• SUT infrastructure not required

• Uses standard SIP trunking to certified systems

C D H Sametime Advanced

Group support for chat room access

Group support for chat room access

C D H IBM Summary

Positives ++ Multi-OS support Linux, Mac, Windows+ Multi-Device support Blackberry, iPhone, Windows 7, Android+Software based solution+Full collaboration suite

Negatives –- Relying on 3rd parties

for Enterprise Voice- Poor integration into

non-IBM applications- Assumes Notes

email, Websphereportals

C D H

C D H Avaya

C D H Avaya New Architecture

C D H Popular UC Options

C D H Avaya Components

• Foundational– Voice over IP– Presence

• Options– Voice Mail Integrated– Email Integrated– Mobile Client– Fixed Mobile Convergence (FMC)– Multimedia Conferencing– Chat IM– Contact Center Integration

C D H Avaya Flare

The Avaya Desktop Video Device is a cost-effective video desktop collaboration endpoint. In addition to HD video, device features include telephone, web conferencing, social media, calendar, and scheduling from a single user interface on a multi-touch device. The Desktop Video Device with the Avaya Flare® Experience can be used to consolidate tools such as a desk phone, speaker phone and video endpoint. It enables ad hoc, person-to-person collaboration for enterprise workers. Used as a customer service kiosk, the device allows customers to get information and click to communicate with contact center experts.

C D H Avaya Summary

Positives ++Extensive history with telephony solutions+Strong partner channel and vendor support+Innovative hardware and software solutions

Negatives –- Hardware centric

vision- Lacks vision for the

cloud- Confusing and broad

product line- Minimal collaborative

and LOB application integration

C D H

C D H Cisco

C D H

• http://www.ucstrategies.com/industry-buzz/uc-summit-2011-cisco-keynote.aspx 1 min, 14 sec

Mobile

Social

Visual

Virtual

C D HMobileFrom phone to virtual workspace

WebEx on Android

CiscoJabber

C D H

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 62

70% of employees want better social

media tracking tools

70% of employees want better social

media tracking tools

70% of employees want better social

media tracking tools1.3M Tweets sent

every hour1.3M Tweets sent

every hour1.3M Tweets sent

every hour

2B videos viewed on YouTube every day

2B videos viewed on YouTube every day

2B videos viewed on YouTube every day

3.5B pieces of content shared each week on

Facebook

SocialFrom personal productivity to business productivity

C D HIntersection of enterprise social software and UC

Microblogging

Blogs, Wikis, Forums, Posts

Dynamic Communities

Search AcrossPeople & Information

Directory Profile

Click to: Call, IM, WebEx

XMPP-Based Presence

WebCommunicator

Visual Voicemail

Video

Activity Feeds/Notifications

3rd PartyUC Integrations

Enterprise Social Software Unified Communications

Accelerated Time To Resolution

Improved Customer Satisfaction

More Rapid Innovation

Improved Workforce Competency

Cisco Quad

C D H

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64

Cisco SocialMinerSocial media meets customer care

Customer Social Media Customer Care

Agent

Airline lost my luggage!

Cisco SocialMiner

3. Manage Workflow

1. Capture

2. Analyze & Prioritize

4. Assign & Engage

C D H

Video is the new voice

It’s about collaboration

VideoFrom connecting devices to connecting people

C D HVideo on Every Endpoint

C D H

• User Experience• Breadth of Portfolio• Video Everywhere• Bringing Social to Enterprise• Protecting Investments

Mobile

Social

Visual

Virtual

C D H Cisco Summary

Positives ++ Leader in IP-PBX+Visionary with video, mobile & social focus+Strong partner channel and vendor support+Ability to execute on strategy

Negatives –- Hardware centric

vision, equip provided by Cisco

- Poor interoperability- Integration into

collaboration software & LOB applications

- No cloud solution

C D H

C D H Microsoft

C D H

Authentication

Administration

Storage

Compliance

Authentication

Administration

Storage

Compliance

AudioConferencing

AudioConferencing

E-mail andCalendaringE-mail and

CalendaringWeb

Conferencing Web

Conferencing TelephonyTelephonyVideo

Conferencing Video

Conferencing Voice MailVoice MailInstant

Messaging (IM)Instant

Messaging (IM)

Communications Today

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Authentication

Administration

Storage

Telephony and

Voice Mail

Telephony and

Voice Mail

InstantMessaging

InstantMessaging

E-mail andCalendaringE-mail and

Calendaring

Unified Conferencing: Audio, Video,

Web

Unified Conferencing: Audio, Video,

Web

Future of Communications

On-Premises Hybrid In the CloudOn-Premises Hybrid In the Cloud

C D H Common Services

Client Capabilities

Security and Networking

Data Protection and Recovery

Des

ktop

, Dev

ice,

and

Ser

ver M

anag

emen

tD

eskt

op, D

evic

e, a

ndS

erve

r Man

agem

ent

Iden

tity

and

Acc

ess

Man

agem

ent

Data Management

Dev

elop

men

t

Ser

vice

-Orie

nted

Arc

hite

ctur

e an

dB

usin

ess

Pro

cess User Experience

Enterprise Content Management

Collaboration

Enterprise SearchBusiness

IntelligenceUnified

Communications

Application Platform

Business Productivity Infrastructure

Core Infrastructure

The Microsoft Integrated Platform

C D HMicrosoft Unified Business

Platform

C D H

Common Services

Client Capabilities

Security and Networking

Data Protection and Recovery

Data Management

User Experience

Dev

elop

men

t

Des

ktop

, Dev

ice,

and

Ser

ver M

anag

emen

tD

eskt

op, D

evic

e, a

ndS

erve

r Man

agem

ent

Iden

tity

and

Acc

ess

Man

agem

ent

Serv

ice-

Orie

nted

Arc

hite

ctur

e an

dBu

sine

ss

Proc

ess

Enterprise Content

Management

Collaboration

Enterprise SearchBusines

s Intellige

nceUnified

Communications

On-premises

On-line

“This isn’t about fancy phone calls. It’s about policy based, user access to an Enterprise software architecture.”

C D H Microsoft Summary

Positives ++ Leader in collaboration suites+Innovative software +Strong integration into collab software & LOB applications+Ability to integrate into data center stack

Negatives –- Limited hardware

support (iPhone, Mac, Linux)

- “Youngest” player in the telephony industry

- Fewer enterprise class voice customers (> 5,000 users)

C D H 5 Industry Trends To Remember

1. Software over Hardware2. Cloud Computing Strategy3. Social Business4. Mobile Communications 5. Interoperability

C D H

And the winner is…….

C D H

Royal Oak306 S. Washington Ave.Suite 212Royal Oak, MI 48067p: (248) 546-1800

Thank You

Grand Rapids15 Ionia SWSuite 270Grand Rapids, MI 49503p: (616) 776-1600

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