Copyright© 2002 Avaya Inc. All rights reserved

Unified CommunicationUnified CommunicationAnswering the Question:

“What is a great application for IP Telephony?”“What is a great application for IP Telephony?”

Marty ParkerAvaya Inc.

2

Unified (IP) Communication Topics

• Customers speak on Unified Communication

• Gartner Group speaks on Unified Communication

• Unified Communication Capabilities

• Leveraging the Internet and IP Telephony

• Unified Communication evolution

3

Focus groups identified top customer expectations from Unified Communication…Focus groups identified top customer expectations from Unified Communication…

* Source: Taylor Group, Unified Communication Value Proposition Global Research, 1Q2001

Respond With Speed & Quality• Serve customers more effectively

– Improved management of contacts, information and messages

• Boost productivity of key talent– Sales, service, executives, managers,

knowledge workers are linked more effectively

Focus on the Right Priorities

Differentiated Value Stream

• Increase competitive advantage– Tools which allow key talent to focus

attention on the ideas which have the biggest impact on the business

… And Leverage My Investments

4

Professional Services;

FIRE: Finance, Insurance & Real EstateTCU: Transportation;Communication & Utilities * Employee Functions mapped to industries from Labor Statistics** E.g. High tech distributor Source: Yankee Group

The value propositions are supported by analysis of how and where people work … The value propositions are supported by analysis of how and where people work …

20% 65% 15%

60% 28% 12%

Where They Spend Their Time

Who

The

y A

re

25%

Main Office / at the Desk

on PC

57%

Mobile Office / on the Road

or offline

18%

Remote Office / at Home or off-Site

Professional; (e.g. consultant)

Manufacturing; FIRE; TCU; Wholesale**

Sales personnel;

Manufacturing; FIRE; TCU;

Management;Mobile Executives;

Industry* Function

5

Returns on Unified Communication InvestmentReturns on Unified Communication Investment• Management of time, productivity and results

– Increased customer satisfaction and loyalty

– Unit time per task by speeding processes

– Elapsed time per project for results

– Employee time, leveraging the knowledge base

• Management of cost

– The payroll – Paying for knowledge and time -- precious assets!

– Facilities and communication costs

• Optimizing network usage, rates and charges

• Relieving traffic loads into contact centers:– Employee self service

– Direct links to customer facing employees

– Costs of capital via shortened cycle times

• These benefits have great similarity to the benefits of CRM, while extending much more broadly through the enterprise, into the virtual enterprise and supply chain.

6

Unified Communications Definition

UC is the convergence ofcontact and interaction “silos”.

• Real-timee.g. fixed, mobile phone,

audio-conferencing• Near real-time

e.g. IM, SMS, paging,alerting

• Messaginge.g. email, vmail, fax,

wireless devices

• Info Sharing applicationse.g. calendar, scheduling,

greetings, filtering • Group applications

e.g. workflow, voting,group decision-making.

• Directory applicationse.g. personal, enterprise,

world-wide, etc.

Currently, almost all these examples are “silos”.

Gartner’s definition of Unified Communications:Gartner’s definition of Unified Communications:

Source: “Unified Communication is not Unified Messaging” Spring 2001

7

Enterprise Portal Architecture

InformationDBMSs

BrowsingDevices

• Generation one

– Search and index

– Categorization of content

– Content management and aggregation

– Personalization of content

– App development and iteration

• Generation two

– Robust application execution

– Powerful, flexible app dev tools

– Robust app integration framework

– Enterprise class capabilities

– Collaborative features

Voice Wireless GUI

Web Servers

Application

Presentation Preparation

Aggregation

IP

InformationServers

IP

Portal Platform Functions:

Gartner’s layered view of Enterprise PortalsGartner’s layered view of Enterprise Portals

Source: “Unified Communication is not Unified Messaging” Spring 2001

8

Unified Communication Architecture Model

VoiceWebWireless

Portal Applications

LANLAN

VPNVPN

PSTNPSTN

Msg Store

Switching/Bridging

DirectoryDB InfoCalendar

WirelessWireless

InternetInternet

Voicebrowser

Service Providers

PCMVoIP

Enterprise

VoIPGateway

VoiceXML

XML IMAP4SMTP

LDAP

SMS/Page

OfficePhone

Enterprise

Personal

Contact Queuing& Filtering

SMPP

HTML

H.323/RTPSGCP/MGCP

SIP

Gartner’s Unified Communication ArchitectureGartner’s Unified Communication Architecture

Source: “Unified Communication is not Unified Messaging” Spring 2001

9

Unified Communication Goals

• For highly mobile & collaborative individuals — executives, salespeople and professional specialists — who require continuous interaction with customers, associates and/or partners wherever they work.

• Provide users with consistent & seamless access to critical communications tools, business applications, information, and transactions, via their choice of device and voice.

• To Deliver new enterprise efficiency resulting in increased productivity and better, faster responsiveness to customers — leveraging current investments.

10

Unified Communication Building BlocksThe elements needed for business communication…

Integrated access to directory anddatabases

Near and Non real- time integrated voice, email, fax and video

Personal Efficiency Management

Individually customizable

communication rules

Real-time “any media” conferencing and collaboration

Contact & InformationManagement

Calling & Conferencing Management

WEB, WIRELESS & SPEECH ACCESSWEB, WIRELESS & SPEECH ACCESS

Message Management

e.g. SiebelSystems

11

Typical Customer Deployment An illustration of how Unified Communication can be added…

Avaya DEFINITY/ECLIPSNortel Meridian Siemens HiCom

Octel 200/300

Serenade

Octel 250/350

Aria

IntuityAUDIX

MS ExchangeAvaya Unified Messenger Other IMAP4

Email Systems

LDAP Directories

Corporate LAN/WAN

CTI Links

Existing Communication Capabilities

Web &Wireless

Speech &Telephony

Wireless DataNetworks

Local or remotePC Browsers

AvayaMM3400

PSTNCell Network Both

OrSingly

Avaya UCC 1.1

Speech AccessServer

Web/WirelessServer

Voice link(s) to PBXUp to 8 voicemail systems per UCC Server

IP andIP Telephony

TDM or IPTelephony

12

Using Speech Commands Workers (Remote and Mobile, or Main Office) Can …

Manage Exchange-based contacts, calendar and tasks

Screen incoming calls, set reminders and change find

me/reach me contact number

Increase Efficiency &

Accessibility

Hands-free dialing and addressing using contacts from

the Outlook directory or the corporate LDAP directory

Access Directories

Launch voice calls from any phone

Transfer, Hold, Drop

Add or join a conference

Selective drop for conferences

Initiate Calls &Conferences

View, listen, reply, forward, create, delete, save

Read, reply, forward, list, filter, send

Sort by media, sender and type

Manage Messages

13

Using Wireless Data and Web FeaturesWorkers (Remote and Main Office, or Mobile) Can …

Incoming caller ID via “pop up” screen

Integration with optional Avaya™ EC500 Scheduler

Increase Efficiency &

Accessibility

Easy connection to directories to launch calls or

initiate conferences from any location

Access Directories

Telephony calling via any phone

Add parties for conferencing

Speed dial, hold, transfer, merge, drop

Send all calls, call forwarding

Initiate Calls &Conferences

View, listen, reply, forward, create, delete, save

Sort by media, sender, subject or receipt time

Manage Messages

14

“Schedule an appointment”

“Read my urgent e-mail message”

Scenario: Having Your Own Speech Assistant

“How many messages do I have?”

“List my appointments”

“Call Mike Preston at his office…Avaya come back”

c

c

15

Scenario: Browser and Wireless Data Access

16

Leveraging the Internet and IP Telephony

• Standards: Fosters standards-based interoperation– Access to messaging, information, directories, CTI, et al.

• Reach: Enables wide-spread access– Supported by important VPN and Security tools

• Modularity: Facilitates functional layering– UC Portals, Communication Apps, Infrastructure Servers

• Packaging: Produces optimal functional distribution– Browsers, thin clients, gateway servers, central resource

• Cost: Accelerates move to software-driven appliances– Maximum value on high volume, low cost appliances

17

Unified Communication: Moving Forward with IP Telephony

• IP Telephony will lower configuration costs– E.g. substitute IP links for T-1 network interfaces

• Depends on competitive Host Media Processing

• Requires development for signaling and signal processing

• IP Telephony will increase user functionality– Increased use of IP Softphone and SIP capabilities

• Standalone or embedded in applications and portals

– Major benefit of 3G or Wireless Data networks• Concurrent use of browser and conversation functions

– Blending with other functions• “Call Sender” of message; “Always On” presence and chat

18

Summary• We are in the emerging stages of

Unified Communication– Early adopters can create advantages

• The expectations and the benefits are significant– Business processes are driving the needs and solutions

• Avaya and others are delivering solutions now– And will evolve these progressively to the future

• Unified Communication answers the question: “What is a great application for IP Telephony?”