Greg Pisano Director, Market Development BlueNote Networks Enhancing Business Processes with IP...

Greg PisanoDirector, Market

DevelopmentBlueNote Networks

Enhancing Business Processes with IP

Telephony, Web Services, and Unified

Communications

2January 23-25, 2008 • Miami Beach Convention Center • Miami, Florida USA www.ITEXPO.com

Market Dynamics

• Enterprise IT adopting Service Oriented Architectures (SOA) – IT has become strategic in delivering business value and competitive

advantage

– SOA is most significant shift in how IT organizations realize business value• Business agility, asset re-use, application decoupling, reduced integration expense

• Enterprise telephony has not advanced with innovation– Business trends: mobility, virtualization, quick & flexible application integration

…but many of today’s solutions are still:• Monolithic, proprietary, phone-centric model

• Separate telecommunications island

• Expensive infrastructure and handsets

• CTI difficult & expensive integration

• How can telephony deliver business value?


Eliminating Technology Silos

Business Applications

Voice &

DataData


Voice

Business

Applications

integrated with

real-time voice

and data

Business Agility and Value

Evolution……

“Siloed communications make up the majority of enterprise communications where each channel is separate. Often, there are multiple networks: voice, data and wireless, each with its own dedicated platforms, devices and protocols”

Source: Gartner


Business Communications

Personal Workgroup

Enterprise

Personal

Geared toward personal

productivity improvement

Workgroup

Supports collaborative and team activity to

improve effectiveness

Enterprise

Improves performance at a scale beyond

personal or workgroups levels

Source: Gartner

Synergistic

Communications in one area benefits other

areas while leveraging

investments across multiple applications


Unified Communications + Web Services

• Unified Communications is the foundation for multimedia communications

– Connects users across multiple locations and devices, leveraging Internet economics and SIP

– Combining voice, video, e-mail, IM, text, presence, and conferencing

• Web services is the foundation for integrating telephony into an SOA framework

– Telephony as a reusable Web services can create communications-enabled business applications

– Combined with Unified Communications, provides a powerful set of business tools to improve performance and business agility


Combining Networks, Communication Services, and Applications

Business ProcessesAutomated Processes

Communication Web Service APIsHigh Level Programming Interfaces

Application ServicesComposite Services, Business-level Interfaces

Unified Communication ServicesTelephony, Video, Conferencing, Messaging, Presence

Network LayerIP/SIP, PSTN, PBX, PLMN

ClientsHandsets, SIP phones, Mobile Phones, PDAs

Business Communications


On-demand applications

Rich Internet Applications (RIA)

Access from anywhere

EnterpriseWeb 2.0

Bringing it all Together

Internet economics

Universal reach

Location transparency

Unified Communications

InternetTelephony

Distributed Software Components

Reusable Services

Shared Infrastructure

Vendor Neutral

SOA

Business Agility Enablers

Software Solution

Flexible deployment

Standard Internet protocols


Reusable services

“Mashups”


Interactive Business Communications

• IP Telephony– Extends reach, internet economics

• Unified Communications– Productivity and collaborative tools

• Web Services Applications– Voice-enabled business applications

• Outbound Notification– Multi-channel – voice, text, email

• Secure Mobile Integration– Key for virtual workforce

• Business Continuity – Maintain business operations

• Merging of IT and Telephony – Eliminates silos, converges network and

staff

Network

Unified Communications


Business Processes

Communication Optimization

Va

lue


Internet Telephony

• User centric services, independent of device, location and network service• Presence Service allows for presence-aware call routing• Secure teleworker, remote office, nomadic user, business continuity applications• Voice-mail to email, messaging, find me/follow me, conferencing, etc

Internet

Multi-vendor

PBXs

Data Center

Single number reach

Standard SIP clients


PSTN

Companion phonesupport

Feature portability

Remote offices


Integration with Business ApplicationsIP telephony services to distributed users over legacy & next-generation networks, modernizes existing telecommunications investment

Web Service APIs integrate IP telephony services into business applications

Provides more than Web Service APIs – leverages external Web Services to influence call processing

Data correlated with sessions allows business context to follow a call, enabling loosely-coupled integration

PBX

BusinessLogic

Legacy ERP CRM Finance

BusinessLogic

BusinessLogic

BusinessLogic

Business Processes& Reusable Services

Service Orchestrationor Service Bus

Data

SIP

PSTN

Internet Branch OfficeHome, Hotel, Laptop

Lane

Legacy & Next Generation

Infrastructures

Traditional & VoIP Phone Users


Voice-Enabled Business Process

Exceptionresults in delays, expense,

and lost opportunity

Business Process

Automated communication resolves issues quickly - right people communicating at the right time

Any business event can delivermulti-channel notificationsto individuals or groups

• Address exceptions & issues efficiently

– Automating contact involves right people at right time

• Automate human voice collaboration

– Contact by role/responsibility/presence not ‘extension’; business logic drives contact rules

• Deliver anywhere, anytime, any channel event notifications

– Also customer reaching events e.g. stock alerts, delivery notifications, flight changes, …

• Solve out-of-band communication problems

– Automated communication captures call history & notes in-context


Click-To-Talk & Enterprise Web 2.0

Click-to-talk

Call Center Agent Screen

Web Visitor Page

Session contextual data automatically conveyed to call center application

(screen pop)PSTN or Internet support

Browser embedded phone


Business Process Using Presence

Routing Calls Based On Availability & Role

Need approval

to offer a 30%

discount

App Server

US VP of Sales available and can approve 30% discount

Create session

Regional VP Sales: up to 30%

US VP Sales : up to 40%

Director Sales: up to 20%Available

Busy

Remote Sales Specialist using Sales Productivity

Application

CEO : > 40%

Internet

IP Telephony & Web ServicesApplications


Telecom AbstractedPlacing a Call!

WS Call Manager Media Server A BIVR

CreateSession(A, B)

Faster Development – Lower Project Cost


Summary of Business Benefits

• Employees can collaborate more effectively with fellow employees, partners and customers

– Anytime and anywhere to address business issues in real-time

• Enables businesses to quickly identify and respond to time-sensitive business transactions

– Resulting in greater business agility and responsiveness

• Provides an enhanced user experience with capabilities that can extend global communications reach

– Boosts productivity and reduces the barriers and bottlenecks often caused by distributed and mobile workforces

• Allows businesses to focus on improving and automating workflows for employees, customers and partners

– Voice-enabled business processes minimize transaction delays


Considerations

• Research, analyze, and understand the costs and limitations of managing siloed technologies and communications

• Infrastructure should be built on a flexible architecture that can support voice as a reusable Web Service providing a path to SOA

• Strategies should be based on open standards to realize all the benefits of multiple channels, applications, devices and clients

• Plan with a vision for how Enterprise Unified Communications and Web services and SOA can be leveraged to improve or transform the way users and customers interact


About BlueNote Networks

BlueNote is a provider of standards-based IP Telephony software solutions empowering voice-enabled applications through Web

ServicesRecent Industry Awards Memberships

The Creators


Thank YouGreg PisanoDirector, Market Development

BlueNote Networks3 Highwood Drive Suite 3-200W Tewksbury, MA 01876(978) [email protected]

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