Unified Communications BT Irelandbusiness.btireland.ie/.../unified_comms/Unified... · E-Mail &...

Unified CommunicationsBT Ireland

A more detailedview of Unified Communications

© British Telecommunications plc

Contents

• Unified Communications Description• The BT and Microsoft Unified Communications Proposition• The BT and Microsoft Unified Communications Proposition• The BT and Microsoft Unified Communications Proposition• Routes to Unified Communications


What is Unified Communications?

• Unified Communications (UC) has become the inclusive name for a converging set of voice, data, and video infrastructure services that integrate with common business applications to reduce typical communication bottlenecks.

• UC links communication technologies (e.g. voice) with collaboration services (e.g., email, calendaring, instant messaging and presence) to improve information workers’ ability to interact with co-workers more quickly and effortlessly.

• Functionality enabled by session initiation protocol (SIP) eliminates communication channel silos and provides services like presence,integrated messaging, multimodal conferencing, desktop call control, and asynchronous collaboration integration to accelerate business responsiveness’.

• Unified Communications demands close integration and seamless user experience across three historically siloed areas –– Network Infrastructure– Mobility and – Collaboration and Communication.


What is Unified Communications? The analysts view

With Unified Communications (UC), workers collaborate with colleagues anywhere to solve business problems on an immediate basis*UC solutions eliminate technology silos and integrate applications to provide richer functionality for existing desktop and communication applications**Forrester November 2006

UC enables users, from the desktop and from any business application, to choose to email, voice call, video call or IM through one click, without having to leave the application. UC enables users to collaborate and conference though a choice of communications medium, and to hold "virtual" meetings regardless of the location of the participants and benefiting from their known state or ‘presence’

Infrastructure, Mobility and the Desktop/Application need to work together to provide Unified Communications

Gartner defines UC products (equipment, software and services) as those that enhance individual, workgroup and organizational productivity by enabling and facilitating the control, management, integration and use of multiple enterprise communication methods. UC products achieve this through the convergence and integration of communication channels (that is, media), networks, systems and business applications, as well as through the consolidation of controls over them. UC products may be made up of a stand-alone product suite or a portfolio of integrated applications and platforms. Gartner Jan 2007

Collaboration & Communication

NetworkInfrastructure

UCCsolutions

Mobility


Unified Communications…removing discretion

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Standards-based distributed architecture

Accessibility in the entire network

One common database (active directory)

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Vertically integrated communication silosProprietary architectureLimited accessibilityMany different databases


What is UCC from BTBT’s Unified Communications and Collaboration proposition brings together functions in

IT and telecoms to exploit new available technologies and drive cost and inefficiency out of the IT department and ultimately the business. Consolidating networks into a single IP environment and migrating and consolidating IT infrastructures to the minimum number of instances, application and server rationalisation and consolidation allows voice, video, instant messaging, email messaging, fax, voicemail to all be integrated. The proposition allows for future flexibility to support changing business needs – risk mitigation.

BT’s Unified communications and collaboration proposition enables your organisation’s communications infrastructure, mobility, desktop and applications to work together. Users can take part in almost any kind of communication to anyone at any time, by linking voice, mobile and data services with desktop. BT UCC proposition enable individuals or workgroups to work together e.g. via voice, email, instant messaging, presence applications, voice and web conferencing, file sharing, applications sharing, records management, or online discussion groups

Unified Communications and Collaboration will enable more efficient engagement with employees, suppliers, customers and business partnersTraditional value chains will be transformed into dynamic, multi-directional trading networks delivering greater business flexibility


The Collaborative infrastructure:• Instant access to information and people

• Presence aware, multiple service capabilityService Oriented Infrastructure

Person to Person Collaboration:• Application and information sharing

• Cross functional team working

Unified Comms and Collaboration

BT UCC – Position in the collaboration value chain..

The Highest Level Collaboration:• Applications to Application

• Business to Business• Horizontal and Vertical drivers

• Composite Applications

Service Oriented Architecture

BT Provides

BT Provides

BT Provides for..

Business TransformationAligning IT more closely with the business

Business Process re-engineering BT Underpins


BT UCC Customer Benefits

• Simpler collaboration, improved productivity - users benefit from a more controlled and manageable communications interface and can work and collaborate more effectively. Use of Instant Messaging can lead to a 30% reduction in mobile phone bills, 40% reduction in email traffic, 15% reduction in voicemails.

• Increased responsiveness - converged voice and data facilitates a rapid response to changing business needs and seamless communication of information to all stakeholders.

• Increased business agility - geographically dispersed team members can more effectively function as a group and benefit from shared resources and information and use of core business functions/tools .

• Reduced cost - significant cost savings can be achieved through more effectivecommunications management and reduced travel costs.

• Increased client facing time - individuals can increase time spent with customers through more effective communications management. Greater efficiency in contact centre / service desk environments resulting in more sales, faster fault resolution and greater customer sat, depending on the application.

• Growth of business ecosystems and value networks - providing organisations with additional opportunities to expand their business throughout the value chain.


Will my company benefit from Unified Communications & Collaboration?Forrester say Yes if your business -

Market Evidence Confirms

requires on-going internal and external collaboration

BP UC pilot to reduce time to first barrel by enhancing team collaboration and speeding up decision making.

is ‘Face-time’ sensitive Sage Research – UC frees up time that can be spent with customers, partners or employees -• Presence - Save 32-mins per day • Unified messaging – 43-mins per day

strives for deeper communication with customers and partners

BT & Microsoft enable Federation – the ability to extend UC solutions beyond the corporate firewall to include customers, suppliers and partners

has distributed workforce and road warriors

BT employees 110,000 globally - UC enables 60,000 remote workers and 11,500 home based – Result – Property savings £500m pa

operates in competitive market conditions

BT Flexible working improved customer focus and helped create a project based organisation renowned for its ability to rapidly create and deploy virtual teams irrespective of where the right skills may physically sit.

considers employee productivity and job satisfaction a high priority

BT - Productivity of teleworkers is consistently 15-30% higher than those based in the office, saving BT a further £6 million a year. 99% of employees who take maternity leave return to work once they have given birth.


Why UCC? Facts & Figures (1)

Organisations using unified communications clients saved an average of 32 minutes per employee, per day, because presence technology enabled staff to reach one another on the first try.

A presence enabled workforce

Use of soft phones realised average savings of $1,727 per month in mobile and long distance charges. Mobile workers saved 40 minutes each day, enjoyed greater communications convenience, and generated annualproductivity gains of 3.5 days per year through business continuity impact.

Productivity / business continuity

Organisations using unified messaging reported that employees saved 43 minutes per day from more efficient message management, while mobile workers saved 55 minutes per day.

Unified messaging

Companies using integrated voice and Web conferencing reported a30% reduction in conferencing expenses (by making integrated conferencing capabilities available in-house and on-network) and an average saving of $1,700 per month in travel costs.

Web conferencing

Sage Research Jan 06


Why BT as your global UCC provider?

• People: BT has thousands of highly trained and certified people with Microsoft, IBM Cisco, Nortel and Avaya qualifications delivering Professional Services

• Providing messaging technology to over 250 customers for in-house deployment

• BT is Leader in Gartner MQ in Networked IT Services

• Key partner relationships: Gold Partner accreditations from, Microsoft, Cisco, Nortel & Avaya

• We support over 6,000 audio conferences a day – more than 2 million minutes a day together with 1,000 video conferences a week.

• We are Europe’s largest conferencing business with 12,000 ports

• We host and manage Microsoft’s EMEA LiveMeeting web conferencing platform

• Email service is a key BT competency and we operate one of the largest email systems in the world

• Over 16 years experience providing messaging, archiving and boundary protection services for a wide range of large global customers


Why BT as your global UCC provider?• Unified Communications solutions requires expertise and capability in both the IT and

Networking environments. BT has a unique capability to deliver networked IT solutions. •• BT has a set of tools that can prove a customers infrastructure across the local and wide

areas and into the data centre and IT environments. Using these tools it can pin point any issues within that end to end infrastructure and instigate fixes to make that infrastructure Unified Comms ready. BT has a unique capability to integrate voice into a UCC environment.

• BT’s solutions are fully scalable. Customer can start implementing UCC on a small scale such as within one LAN in one building. They can then increase the intregration into their IP and IT environments on a global scale.

• BT has from its heritage the knowledge and understanding of the “old” world of voicecommunications and how to integrate these with the new wave services associated with the new communications applications.

• BT has the capability to deliver a seamless service across both the IT and telecoms environments resulting in extremely high service levels. BT can then deliver a single service level agreement from the application to the wires. This is fundamental to ensure the maximum performance from person to application. BT can off one point of contact for all IP, IT and UCC services.

• BT has deployed the world leading 21st Century Network. This environment will transform / is transforming communications as we know it today.

• The experience and capability around 21CN takes us to new levels of IT Service excellence and we are industry leading with regard to adopting Service Oriented Architecturalstandards. Ultimately BT has the capability to offer our customers a high service availability environment from person to application and from application to application.


UCC Main Messages

Key Messages • Bring together functions in IT and telecoms to exploit new available technologies and drive cost and inefficiency out of the IT department and ultimately the business

• Consolidating networks into a single IP environment and migrating and consolidating IT infrastructures to the minimum number of instances, application and server rationalisation and consolidation.

• Provide voice, video, instant messaging, email messaging, fax, voicemail all in a single instance.

• A single communications interface including voice, video, instant messaging, presence awareness and collaboration.

• A single repository for all forms of messaging whether voice or electronic with faster access to information and business tools regardless of location and in a consistent format.

• An efficient IT and network infrastructure to support the business and future business applications

• Optimised costs to meet IT budgeting challenges

● Voice integration

● Network capabilities

● Single supplier for IP and IT Services

USP

Benefits


The UCC Proposition comprises products and services from a number of vendors. The following lists out key underpinning products and services that support UCC:

Microsoft• Exchange Server 2007 Unified

Messaging• LCS 2005• Sharepoint 2007• OCS 2007

Cisco:• Unified Call Manager (Version 5.1)• IP Telephones• IP Communicator• Meeting Place• Unity (unified Comms Platform)• Desk Top Video• Cisco Unified Presense Server

(CUPS) • Telepresense

Nortel:• MCS 5100• CS1000• IP Telephones• Converged Office

Conferencing:BT Conferencing provides:• BT MeetMe and audio integration to LM

and LCS• Microsoft Live Meeting 2005• Microsoft Live Meeting 2008• Microsoft Live Meeting Conference Plus• Cisco Enterprise Solution – available

now for bid• LCS• Cisco Telepresence available now for

bid

The BT & Microsoft Unified Communications Proposition


Proposition…the software

Unified Messaging

Conferencing

Enhanced IPT

IM and PresenceE-mail and Calendar

Common Directory

Document, review, signoff, control

Centraliseddocument storage

SharePoint ServerSharePoint Server20072007

Collaboration


BT Managed Microsoft UCC Applications

• Microsoft Exchange 2007: offers built-in protective technologies to reduce spam and viruses, enable confidential communications and assist with regulatory compliance.

• LiveMeeting: enables multiple users to participate in online meetings, training and events using unique interactive tools that seamlessly integrate with existing systems and productivity applications.

• Office Communications Server 2007: facilitates instant messaging and presence as part of a secure, scalable, enterprise-grade solution that seamlessly integrates with other Microsoft products.

• Microsoft SharePoint Portal Server 2003: provides an intelligent portal capable of seamlessly connecting users, teams, and knowledge to enable more efficient working and dissemination of relevant information across business processes. SharePoint Portal Server 2003 integrates information from various systems into one solution through single sign-on and enterprise application integration capability.


Why BT and Microsoft• BT and Microsoft better together

– Reduces operational management time, risks, and end-to-end costs– Provides an extensive portfolio of communication and collaborative

services– Builds on your existing estate and services– Provides a platform for outstanding innovation

• Unified service model– End-to-end service options– Integrated service desk removes complexity

• Systems integration– The ability to provide collaborative application, access,

communication networks and computing infrastructure– Integration of Microsoft with voice and networking infrastructure– Comprehensive Nortel and Cisco implementation and integration

capabilities– Fixed and mobile access

The BT and Cisco Unified Communications Proposition


BT Managed Cisco UCC Applications

• Unified Communications Clients– Cisco Unified Communications Manager: enables unified messaging, multimedia

conferencing and collaborative contact centres. – Cisco Unified Presence Server: supports Cisco Unified Personal Communicator and

Cisco Unified Communications Manager to access voice, video, instant messaging, conferencing and presence information.

– Cisco Unified CallConnector for Microsoft Office: streamlines communications and facilitates collaboration.

• Presence and mobility applications– Cisco Unified Attendant Consoles: human operators can quickly accept calls, check

user-busy status and effectively dispatch calls.• Messaging

– Cisco Unity Connection: voice and integrated messaging solution.• Conferencing for collaboration

– Cisco Unified MeetingPlace: an integrated voice, video, and Web conferencing solution.

– Cisco Unified Conferencing for TelePresence: connects Cisco TelePresencesystems in a meeting.

• Cisco managed services– Cisco Unified Application Environment: rapid development, reliable execution, and

automated management of applications that converge voice and video with enterprise applications and data.


Why Cisco• Cisco is an industry leader

– Cisco is a leader in total enterprise voice shipments in Europe, Middle East and Africa*

– Includes both TDM and IP telephony – In the UK, in Q3 2006, Cisco sold more line systems

(including TDM and IPT) than Nortel & Avaya put together** – Cisco is the worldwide market leader in wireless WLAN***

• Cisco provides key infrastructure which supports unified communications applications

– Over ten million Cisco IP phones have now been shipped – Over 6.8 million unified messaging seats now shipped – Cisco is displacing more than 15,000 TDM phones every

business day – Cisco’s market share of IP phone shipments is more than

double that of its nearest competitor


Why BT and Cisco

• BT’s Cisco credibility– Cisco Gold Partnership status in the UK, US, Belgium, Netherlands, Spain

and Ireland– Cisco Global Managed Service Provider Partner of the year 2005– In-depth experience to deliver Cisco solutions with more than 4000 Cisco-

trained field engineers. – We have won the following Cisco awards:

o Global Award Winner for Service Provider Managed Services for 2006o Service Provider of the Year for UK, Ireland, Spain and Belgium for

2006o Managed Service provider of the Year in Hungary, UK and Ireland for

2006o Gold Partner of the Year in Ireland for 2006

• BT is a Cisco partner with• Cisco Powered Network (CPN) status on our WAN and LAN

capabilities• IP Telephony Partner status • Advanced Security Partner status • Wireless Partner status • VPN Security Partner status

The BT and Nortel Unified Communications Proposition


BT Managed Nortel UCC Applications

Nortel Communication Server (CS) 1000 IP phone system and Meridian 1 support a broad range of business applications, such as:

• Unified messaging– Nortel CallPilot: brings voicemail, e-mail and fax into one easy-to-use

mailbox– Nortel Integrated Call Director: a personalised, one number find-me service

that provides greater control– Nortel DECT Mobility: a digital enhanced cordless telecommunications

(DECT) solution• Audio conferencing

– Nortel Integrated Conference Bridge: reduces travel time and expense, improves teamwork, speeds up decision making and shortens project lead times

• Contact Centre solutions– CS1000 and Meridian 1 support a range of contact centre solutions.– Nortel Integrated Record Announcement: a fully integrated, multi-featured,

digital recorded announcement and music on hold service• Multimedia

– Nortel Multimedia Communications Server: delivers multimedia communications including telephony, conferencing, e-mail, instant messaging, and video


Nortel Converged Office proposition

Collaboration

Simplification

Access

• One client for unified communications – Office Communicator

• Full telephony control from the desktop

• No retraining – Retain the existing numbering plan

• Real-time collaboration integrated with Presence• Integrates IP telephony with Microsoft Applications• Extend beyond firewall – Federation connectivity – MSN• AOL & Yahoo! + Other LCS enabled organisations

• Extends reach beyond PC to PC communications• Delivers telephony gateway for seamless communication to

the PSTN• Enhances mobility

21 3


Routes to Unified Communications…


Extending to unified communications and collaboration

You have achieved a state of convergence readiness with common apps such as IPT wholly or partially deployed

Nortel/CiscoIP PBX

BT MeetMe

Microsoft

Active DirectoryLCS 2005 / OCS 2007

LM 2005

SharePoint

MS Exchange

IBM

IBM Lotus Notes

IBM Websphere

IBM Lotus Quickplace

IBM Lotus Sametime 7.5

Lotus DominoUser Base

Cisco PBXUser

Unified Call MgrCM 4.2/5.0 CM Express

3.4/4.0

Cisco (UCP)

Unified Personal Communicator

Unified Presence Server

Unified Client

Federated IM

Cisco Users

IBM Users

Federated - Collaboration- Presence- Conferencing - Voice- Desktop apps

Fixed-Mobile Convergence

Journey

Currently Fixed IPTSolution

Enterprise-Site Based

Fusion Centrex-Net Based

Fusion(Kennet)

You have achieved a high state of IntegratedCommunicationproviding anoperationallyefficient, business classinfrastructure

AAIMonitor or

ManageFirstwatch


Next Steps?

• Contact the BT Ireland Convergence team on:

• Phone: 086 909 6568

• Email: [email protected]


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