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Unified Communications Q Ask Dr I N S I D E : 02 What UC is and isn’t 07 How enterprises are using UC today 12 Evaluating goals; creating a roadmap 17 UC in the real world UNIFIED COMMUNICATIONS CU TTI NG T HRO UGH THE HYPE U C e co na nn b an e les d ct, p se co co eo am lla m pl EDITED BY LEIGHA CARDWELL bu l bo m e t si es ra un o re ne sly te ic su ss to ate lts a im . gil p ity ro a ve SPONSO nd RED BY: UC integrates real-time and non- 1. real-time communications with busi - ness processes and requirements based on presence capabilities, presenting a consistent unified user interface and user experience across multiple devices and media types. UC supports the enterprise to manage various types What UC of communications across multiple devices and applications, and across geographies, with personalized rules Is and Isn’t and policies, while integrating with back-office applications, systems and business processes. LET’S START WITH the basics—what is unified UC enables people to connect, com - communications ? The term unified com - municate and collaborate seamlessly munications means different things to to improve business agility and results. These results include better user and different people, depending on what group productivity, dynamic collabora - part of the market they represent—e.g., tion and simplified business processes, with the goal of increasing revenues, switch vendors have a view of unified decreasing costs and improving cus - communications (UC) different from that tomer service. Now let’s talk about what UC is not. of application or conferencing vendors. UC is not a single product but rather UCStrategies.com has defined UC as: a solution made up of a variety of com - munication tools and components. Communications integrated to optimize Some people use the terms “unified business processes. messaging” and “unified communica - tions” interchangeably, but—as you’ll see—unified messaging is simply one element of a UC solution. Similarly, the term UC is sometimes expanded to encompass the next generation of IP communications. Again, call control or IP communications is one element of a By Blair Pleasant UC solution, but it is not UC in and of President and principal itself. analyst, COMMfusion UC is a comprehensive solution that LLC and CoFounder, UCStrategies.com ties several components together with presence capabilities and a consistent user interface to provide a seamless 2 E G WHAT UC IS HOW ENTERPRISES EVALUATING GOALS; UC IN THE A AND ISN’T ARE USING UC TODAY CREATING A ROADMAP REAL WORLD P user experience. UC components lates to a phone call or Web conference include: through a click of a button on the PC screen. That click connects the parties I Call control and multimodal via audio, and another turns the call communications into video, if desired. If other people I Presence need to be added to the conversation, a I Instant messaging look at the presence status of people on I Unified messaging your buddy list lets you simply click-to- I Speech access and personal conference to bring them into the call. assistant In addition, the more advanced pres - I Conferencing—audio, Web and ence tools can find a person based on video role, skill or knowledge and can also I Collaboration tools present differing “presence” indications I Mobility to different audiences (available to I Business process integration (BPI) team or client, but busy to others)— I Software to enable business process simple and efficient. integration For the highest ROI results, these UC ELEMENTS AND COMPONENTS UC tools are tied into business processes Unified communications is not a single and applications, making the integrated product—it is a solution made up of solution exponentially more useful to various components, including (but businesses and workers. not limited to) the following: One key part of UC is called pres - ence. Presence enables you (or software Call control/IP PBXs: While several ven - applications) to determine whether dors consider the switch or IP PBX to be the main element of a UC solution, and some consider UC to be merely an Presence is the cornerstone extension of Internet telephony, we of a UC solution. ... [It] will be view the IP PBX as a UC enabler—no more, no less. The PBX/IP PBX pro - “the dial tone of the future.” vides the plumbing needed for a UC solution. The IP PBX market is in a state of change, as vendors move someone is available to communi - toward software approaches and away cate—either by telephone, instant from hardware-centric products. Serv - message, Web sharing or even mobile ice-oriented architecture (SOA) and phone. This makes communications Web services are playing an important much more efficient and greatly role in UC solutions, and most switch reduces “telephone tag.” A typical UC vendors have announced plans to pro - session might start with an instant vide call control capabilities via soft - message between two parties that esca - ware rather than hardware. 3 E G WHAT UC IS HOW ENTERPRISES EVALUATING GOALS; UC IN THE A AND ISN’T ARE USING UC TODAY CREATING A ROADMAP REAL WORLD P Presence: Presence is the cornerstone cation. UM allows users to access any of a UC solution. As the fundamental of these messages, anywhere, anytime, enabler for UC, presence will be “the from any terminal. Building on UM’s dial tone of the future.” Presence pro - store-and-forward capabilities, most vides real-time notification of users’ UM products add a variety of advanced current availability and ability to com - call and message management func - municate. Presence servers gather pres - tions, including desktop call screening ence information from various sources of inbound calls, find me/follow me, CLICK FOR MORE and provide unified presence informa - live reply or call return, and cross- ON UC APPS tion to end users or applications. In a media messaging. New presence capa - + Instant UC world, when we discuss presence, bilities mean that the need for UM messaging (IM) we are going beyond simple instant systems to act as answering machines and presence message presence (i.e., knowing if a is being reduced, and the value of UM + Collaboration buddy is online and available for an is moving toward enhanced, real-time instant messaging session) to presence connectivity with individuals. enabling all communications, including telephony. Most switch vendors today Speech access and personal assistant: either offer their own presence server Using speech commands, personal and capabilities or integrate with pres - assistants (or virtual assistants) allow ence capabilities from IBM and/or users to access their inbox, calendar, Microsoft. The biggest challenge today directory and so on. Personal assistants is the lack of federation, or the ability provide intelligent screening and filter - of these presence systems to work ing of messages and let users navigate together to allow users on one presence their schedule, calendar, contacts, out - system to see the presence status of a bound dialing and so on, in addition to partner or customer on another system. their UM system. OUR SPONSORS Instant messaging: Instant messaging Conferencing and collaboration: Con- (IM) is another critical component of a ferencing and collaboration includes UC solution. In business environments, audio, video and Web conferencing, as IM generally requires an enterprise- well as collaborative capabilities such grade IM system, rather than a public as shared workspaces, whiteboarding, IM service such as AOL or Yahoo. file sharing and document sharing. The Enterprise IM systems offer security fastest-growing technology in the col - and privacy that public IM services can - laborative portfolio is Web conferenc - not. As with presence servers, however, ing, which brings collaboration to the most enterprise IM systems do not desktop via a Web browser and an interoperate with others. Internet connection, allowing partici - pants to view presentations and other Unified messaging: Unified messaging documents while participating in a (UM) is the integration of voice, fax real-time conference. Voice communi - and email messages and message notifi - cations can take place over the Internet 4 E G WHAT UC IS HOW ENTERPRISES EVALUATING GOALS; UC IN THE A AND ISN’T ARE USING UC TODAY CREATING A ROADMAP REAL WORLD P or through a separate audio conferenc - to resolve a problem. ing bridge. Another collaboration com - The first applications to be commu - ponent is shared workspaces, which nication-enabled are back-office appli - enable participants to view, share, edit cations such as CRM, ERP, sales force and save documents and files. automation and supply-chain manage - ment. Order fulfillment and customer Mobility: In the UC world, more and service readily lend themselves to sim - more voice and video communications plification through presence and com - will be launched from—and connected munications awareness. to—mobile wireless devices. Integrat - An example of basic business ing the mobile users’ voice and real- process integration is a process that time communications services with uses Microsoft Office applications. core enterprise communications lets Someone who is reviewing a document them do their jobs regardless of loca - or spreadsheet and needs additional tion. Enabling UC features like click- information from the author can sim - to-conference and IM for mobile users ply mouse-over the author’s name, see allows them to participate in confer - his/her presence status, and click-to- ences and access some of the same call to initiate a real-time conversation. capabilities they can access in the The same can be done within special - office, improving their productivity ized applications. A manufacturing when mobile. exception system, for example, can detect an issue and automatically Business process integration: An impor - notify the appropriate people (i.e., tant element of a UC solution is inte - quality assurance specialist, engineer gration with business processes and and supervisor) via any communica - workflow applications.
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