Copyright © Siemens Enterprise Communications 2007. All rights reserved.
Unified Communication and CollaborationChristine ThewsSolution Line Manager Unified Communications
February 2008
Copyright © Siemens Enterprise Communications GmbH & Co KG 2007. All rights reserved.
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UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:
Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)
These elements are controllable as software services, or from the customer’s existing business application software
UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:
Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)
These elements are controllable as software services, or from the customer’s existing business application software
Definition Unified Communication and Collaboration *
*Adapted from a quote by Marty Parker, UniComm Consulting, BCR 09 / 2007
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Business IssuesThe business requires to act faster and more situation-aware
Consequences for collaborationin communities
& processes GlobalizationGlobalization
Process Process OptimizationOptimization
VirtualizationVirtualization
Allocate Allocate experts experts
in backin back--office office Decentralize Decentralize
organizationsorganizationsFocus on core Focus on core
competence competence Avoid process delays due to missing Avoid process delays due to missing information & failing decisioninformation & failing decisionOutsourcing of nonOutsourcing of non--core functionscore functions
Increase process quality Increase process quality Reduce traveling costs Reduce traveling costs
Rectify defectsRectify defects
Streamline business processesStreamline business processesHandle unexpected events regularlyHandle unexpected events regularlyIncrease staff Increase staff productivityproductivitySpeedSpeed--up time up time to marketto market
Work in Work in different different locations, locations, time zones time zones and companiesand companiesIntegrate mobile Integrate mobile users into users into workflowsworkflows
CostCostreductionreduction
Revenue Revenue growthgrowth
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Key challenges in introducing Unified Communication and Collaboration solutions
OrganizationOrganization
ProjectProject-- / Change/ Change--ManagementManagement
TechnologyTechnology
•• AvailablitiyAvailablitiy
•• Level of integration Level of integration
•• Vendor policyVendor policy
•• Level of standardizationLevel of standardization
•• Functional scopeFunctional scope
•• ScalabilityScalability
•• SecuritySecurity
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Enterprise communications is a software business and requires carrier-grade resiliency
Open integration delivers business value
Enterprise communication expertise is essential
Single vendor enterprise UCC solutions are not realistic
Siemens’ UCC PerspectiveA software and services approach to business communications
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Unified Communication and Collaboration –convergence of data and voice-centric offerings
Wiki‘s / Blog‘s
WikiWiki‘‘s / s / BlogBlog‘‘s s
E-MailEE--MailMail
Social softwareSocial Social
softwaresoftware
DirectoriesDirectoriesDirectories
Infrastructure /Networking
Infrastructure /Infrastructure /NetworkingNetworking
VoiceVoiceVoice
UM UM UM
ACDACDACD
IVRIVRIVR Enterprise Telephony VendorsEnterprise Telephony Vendors
IT /
SW S
uppl
iers
IT /
SW S
uppl
iers
Unified Communication and CollaborationUnified Communication and Collaboration
• IM Presence•• IM PresenceIM Presence
• Instant Messaging•• Instant MessagingInstant Messaging
• PIM incl. Calendar•• PIM incl. CalendarPIM incl. Calendar
• Web-Conferencing•• WebWeb--ConferencingConferencing • Mission Critical VoIP•• Mission Critical VoIPMission Critical VoIP
• Audio-Conferencing•• AudioAudio--ConferencingConferencing
• Rules based Call Management / ONS
•• Rules based Call Rules based Call Management / ONSManagement / ONS
• Video-Conferencing•• VideoVideo--ConferencingConferencing
• Voice Presence•• Voice PresenceVoice Presence
• Application / Document Sharing
•• Application / Document Application / Document SharingSharing
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Siemens Enterprise Communications @ UCC
First mover – developing UCC Suite OpenScape integrated both into multivendor IT telephony and data collaboration infrastructures
Providing high-scalable IT telephony infrastructures with scalable UCC portfolio and competitive choice of deployment models
Broad experience in integration of UCC into horizontal and vertical business applications
Consistent UCC portfolio based on a service oriented architecture
Specialized professional service delivery
First mover – developing UCC Suite OpenScape integrated both into multivendor IT telephony and data collaboration infrastructures
Providing high-scalable IT telephony infrastructures with scalable UCC portfolio and competitive choice of deployment models
Broad experience in integration of UCC into horizontal and vertical business applications
Consistent UCC portfolio based on a service oriented architecture
Specialized professional service delivery
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Cost containment and IT efficiency
Business agility and responsiveness
Consistency and synergy across enterprise applications
Why is Service-Oriented Architecture (SOA) important?
Business Issues SOA Delivers
Easier integration through open standards
Investment protection of a multi-vendor environment; no vendor lock-in
More unified, flexible client and admin interfaces
Deployment portability and efficiencies
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OpenScapeSuite
Telephony and IT Domain
IndependenceMulti-resourceCollaboration
Presence-based Communications
SDK/SOAAPI's, Web Services/PortletsModular
Deployment and Feature Options
Siemens OpenScape Suite - Open and Flexible Unified Communication and Collaboration
Open Application Architecture
Multi-Modal Client Access Choices
Business Application and
Workflow Integration
Alex
IT Help Desk
Customer TeamMonday Morning Call
IT Help Desk
OpenScape MobileConnect
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Flexible
Modular packaging choices to meet intra-enterprise requirements and provide seamless upgrade paths
Choices of devices & client access modes: desktop, web, mobile, voice portal, custom imbedded
Modular deployment options within the enterprise, for optimized scalability and availability
Built on OpenSOA for optimized performance and TCO advantage
Rich middleware services for deep integration into business processes
SIP-based IP communications - IT and telephony domain independent
Makes your existing infrastructure and business applications investments more valuable
Open
Comprehensive UC feature set
Rich aggregated presence capabilities
Sophisticated yet simplified rules
Optimized team conferencing and collaboration capabilities for voice, web and video
CompleteOpen
Built on Open standardsBusiness process integration
CompleteFeature-rich, mature, fully-integrated user experience
OpenScape Differentiation
FlexibleModular application suiteMultiple deployment models
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Adding value within customers existing communications applications
• Rich Presence • Messaging and Notification
• Conferencing and Collaboration• Video• Data• Web• VoiceEm
ergi
ng M
ains
trea
mU
C S
egm
ent
Unification of all relevant business communications into a simple, seamless and context-sensitive experience.
Communication Enabled Business Processes
Business Process Integration
Soph
istic
ated
U
C S
egm
ent
Unified Communication and Collaboration (UCC) continuum
e.ge.g. Contact Center. Contact Center e.ge.g. Command Control Center. Command Control Center
e.ge.g. Financial service . Financial service solutionssolutions e.ge.g. Healthcare . Healthcare solutionssolutions
Enable more efficient and effective individuals and workgroups by overcoming communication friction, latency and overload
Communications Productivity Tools
Entr
y L
evel
U
C S
egm
ent
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Enhance your personal productivity tools by integration of all-embracing UCC functionalities
Aggregated User-centric presence (IM and voice)Click-to-callAdd-hoc and scheduled audio- and videoconferencingAdvanced Call and Conference Control
Transfer, on hold, consultToggle between active calls and conferencesExtend 2-way call to conferenceAdd participants to conference
Info of All CallsDevice HandoverOne number serviceRules managementUnified messaging
Extended UCC Features
PresenceInstant MessagingCollaboration
UC Features
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Increase your first fix resolution rate and improve your customer satisfaction by back office integration
111
222
333
x
x
xx
444
System failure System failure System failure
Identify the available experts in
the back office
Identify the Identify the available available experts in experts in
the back officethe back office
Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click
Trouble-shooting TroubleTrouble--shooting shooting
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Process task identifies role
Role identifies person or group
Presence of persons identifies the communicative result
Task 2 Get decision
by expert!Task 3
Role AExpert
or
Presence• Availability• Location• Device
Phone call
Video call
Fax
Voice mail
Video mail
InstantMessage
Presenceof Group Members
• Availability• Location• Device
• Skill “Optimal availableperson”
Alternative Outputs
Task 1
Process driven collaborationInnovative enhancement by presence management to reduce idle times
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Key challenges in introducing Unified Communication and Collaboration solutions
OrganizationOrganization
ProjectProject-- / Change/ Change--ManagementManagement
TechnologyTechnology
•• AvailablitiyAvailablitiy
••Level of integration Level of integration
•• Vendor policyVendor policy
•• Level of standardizationLevel of standardization
•• Functional scopeFunctional scope
•• ScalabilityScalability
•• SecuritySecurity
•• Focus on early adopters Focus on early adopters vs. broad introductionvs. broad introduction
•• Cultural Cultural environmentenvironment
•• Incentive Incentive schemesschemes
•• Level of painLevel of pain
•• GovernanceGovernance
•• Support structureSupport structure•• RollRoll--out strategyout strategy
•• Communication strategyCommunication strategy•• Stakeholder involvementStakeholder involvement
Page 21 February 08 Siemens Enterprise Communications
Conclusion
Demonstrate value – why are we going into UCC
Create stable “alliances“ within the organization
Support & “user sitting” is key
Focus on core needs first – allow your organization to learn
Unified user experience – look for tight integration
Establish user community leveraging UCC
Make top management use it
Demonstrate value – why are we going into UCC
Create stable “alliances“ within the organization
Support & “user sitting” is key
Focus on core needs first – allow your organization to learn
Unified user experience – look for tight integration
Establish user community leveraging UCC
Make top management use it
Page 22 February 08 Siemens Enterprise Communications
Communication for the open minded
Questions?