Unified Communications - A Myth or Reality ?

1
Unified Communications - A Myth or Reality ?
2
Unified Communications has no absolute meaning

• Unified Communications allows the integration of
  voice telephony with user presence and ID to
  allow seamless delivery of multi-modal
  communication methods including voicemail,
  unified messaging, conferencing (audio, video and
  web) and instant messaging.
• The separate elements that form unified
  communications are now starting to be sold in
  suites as opposed to stand alone solutions. This
  is expected to be the norm as we move forward
• The UC applications market value in the UK is
  projected to increase by a CAGR of almost 15
  throughout the projection period, rising from
  144 million at end user levels in 2007 to 331
  million in 2013
• Source MZA UC report 2009

3
Unified Communications Drivers/Trends
4
Unified Communications Restrictors ?
5
Customer service is a top priority, that is why
we
provide 24/7 service
to our customers. Accessibility
is key and if our technicians are unable to take a
call immediately, no matter where they are,
it results in unhappy customers and lost revenue.
Jim Goodlett, CEO Morris Technology
6
With moves adds and changes my add portion
of my expenditures
increased as mobility took on
a critical role in my business. It required
standardising all employees on the same mobile
device and incurring expensive service charges.
George Smaistrla, CEO Valley ENT
7
By 2011, enterprises will support more mobile
phones
Gartner
than desktop phones
8
Of 110 million office workers
99 million
spend 20 of the time on the go
Challenges
More people mobile
increased costs
60 - 70 calls go to voicemail 50 - 70 of
cellular minutes used within the halls of a
company
9
iPhones Replacing BlackBerrys at Standard
Chartered Bank18-May-2010

• UK-based, Asia-operating Standard Chartered Bank
  is allowing its 75,000 employees to replace their
  BlackBerry (NSDQ RIMM) with iPhones if they
  prefer. Although RIM has been riding high on
  consumer sales lately, they still have a massive
  installed base of enterprise customers. Standard
  Chartered is far from the biggest bank in the UK,
  but its still a significant BlackBerry rollout
  that could have its numbers reduced as a result
  of the iPhone option. With the next iPhone OS,
  Apple (NSDQ AAPL) is becoming more
  enterprise-friendly, offering management and
  security policies.
• Why ?
• Many people double up on mobiles BlackBerry for
  business, and iPhone for pleasure. The decision
  for a company to allow iPhones is based at least
  partly on that inconvenience,

10
Mobile Device Challenges in Business Today
11
Separate Networks
Separate fixed and wireless networks increases
mobile usage and cost
12
Need to be global to compete but at the cost of
expensive roaming charges for international
travelers
Roaming Charges
13
Buying Upgrading
New employees join requiring additional mobile
unit purchases constant upgrading to stay on top
14
The more mobile the organization is, the more IT
and infrastructure costs rise
More Service More Support
15
Teleworking Costs
A great solution for many, but not a perfect fit
for all
16
Drive the Transformation

• How you can Mobilize your company
• Transform the traditional office cost effectively
• Plan on the growth in mobile communications
• Always be accessible

17
Business Communications LeadershipDeveloping the
Future
Data Center Virtualization
Desktop Virtualization
SW Based Communications
Industry HW Support
RT O/S to Open O/S
TDM to VOIP

• Transition from TDM PBX switching to IP
• Real Time O/S to Open O/S (Linux)
• Support for Industry std Server HW (SUN, IBM, HP)
• Chose a SW based call control platform
• Strategy Virtualization?

Fall 2004
18
Types of Mobility.
19
Office to Office Mobility Hot Desking

• Staff can share the same office/desk space and
  have their preferences associated with the phone
  when they log in
• Phones can be restricted when no one is logged
  in
• Phones can be restricted for internal calls only
  or local calls
• One Number Contactability
• Hotdesk profile includes
• number, name, key appearances,
• message waiting, speed-calls,
• pick-up groups, hunt groups,
• class of service (long-distance, outside calls)

20
Premise Mobility DECT Wireless Offerings

• Both technologies can provide a feature rich
  solution for corridor warriors integrated
  into existing voice architecture..
• Support staff
• Healthcare
• Hospitality
• Security

Delivers premise mobile voice communications
21
Road Warrior Mobility - Integrating Mobiles in
to your network

• Allows traditional Mitel hot desking to be
  extended to any and all devices external to the
  Mitel network
• Twins to a home phone, a mobile phone even an
  extension on a 3rd party PBX effectively any
  phone
• Extend hot desking to multiple devices at one
  time allowing user to choose which device(s) to
  ring with full presence

• Allows a user to group a collection of telephony
  devices
• Simultaneously rings all devices
• Multiple internal and external devices (max 8)
• One busy all busy option support
• Outgoing call uses the groups caller line ID
• Handoff key allows the push and pull of calls
  from one device to another
• Allows user to choose which device to ring
  (w/presence)
• PRG can used in the same way as any other user in
  the system

22
External Hot Desking
The world as we knew it
The world as we knew it

23
The World As We Now Know It Any device
The world as we knew it
The world as we knew it

24
The World As We Now Know It No Mitel phones
The world as we knew it
The world as we knew it

25
Dynamic Extension Multiple Devices and
Seamless Hand-off Between Each
26
Other things to consider..

• Caller Recognition Service (CRS)
• Introducing a new service, validating external
  incoming calls based on the Calling Party ID
• CRS verifies caller as a valid External Hot Desk
  User (EHDU)
• Various levels of validation, e.g. PIN Request,
  Completely Trusted
• Supported trunk types include PRI, BRI, SIP LS
  Class
• Pre-Authorized Voice Mail Access
• Once incoming calls are recognized as "EHDU
  trusted", users are logged in and may be routed
  to voice mail
• Voice mail welcomes users to their mailbox and
  immediately informs them of the number of
  messages that are waiting
• Voice mail bypasses the PIN entry, as callers are
  considered authorized users in the voice network

27
Intuitive Interfaces for users

• How it works
• Put an X before all your business calls from
  BlackBerry devices
• You are connected!
• Call back validation optional
• Make another call from corporate network when
  done
• No long distance charges

28
Personal Area Mobility

• 3rd Party Bluetooth Headset Support (i.e. Jabra,
  Plantronics, Nokia, Motorola, etc)
• Multi-use headset support (i.e. answer cell phone
  desk phone from the same headset)
• Bluetooth Cordless Handset (same features as
  existing DECT Handset)
• Bluetooth Class 2 range 10 Meters
• Bluetooth Presence Detection
• Determines when you are present by detecting
  Bluetooth Interface in your Cell Phone
• Drives UCA Smart Status change call routing
  based on presence status
• Auto Hotdesk login / logout as you enter / leave
  your office

29
Simplicity is Key to a successful deployment
One Application One Window One Number
30
Dynamic Status

• Unifies UC components into a single,
  easy-to-manage interface
• IM preferences
• Presence preferences
• Advisory messages
• Call routing based on Dynamic Extension group
  membership
• Update your status
• Easily from the desktop client/interface
• Automatically based on MS Outlook calendar
• Remotely from the Web or mobile device

31
Dynamic Status

• Preferential Treatment
• Allow important callers to reach you anytime,
  regardless of your current Dynamic Status

32
Knowledge Management

• Provides information about the caller, including
  emails, contact entries, and documents
• No searching for info with each call

33
RSS Feed

• End user configurable or pushed by administration
  (mass notification)

34
Secure Instant Messaging

• Intuitive interface including emoticons, far-end
  typing, and display picture
• Reply to an incoming call with an instant message
• Reduce number of voice mails
• Tag a user to monitor login
• Multi-user
• Chat logging

35
UC Advanced Softphone

• Complete deskphone functionality
• All phone calls, prompts, and features are
  available from a PC
• Access from any location with a high-speed
  connection
• Communicate and collaborate from anywhere
• Cost savings for no set environments
• Remote workers
• Customized ringtone

36
Visual Voice Mail

• Integration with NuPoint Unified Messaging
• View voice mail details (type, caller, time,
  duration, presence info)
• View the presence and calendar information of the
  person who left the voicemail
• Click to call, instant message, e-mail,
  conference
• Playback voice mail
• Send voice mail
• View Faxes

37
Launchpad

• Launch frequently Mitel and other frequently used
  applications from one location
• Create speed dials with interactive voice
  response (IVR) prompts that quickly navigate
  through voicemail and conferencing service menus
• Launch URLs to frequently accessed websites and
  web-based applications
• Unifying Personalized portal to applications
• Always on capability for easy access

38
Web / Mobile Portal

• Remote access to key information from a Web
  browser or mobile device
• Control Dynamic Status remotely
• View corporate contact details and presence
  information
• View call history
• View voice mail message details
• Download voice mails from Web browser
• Supports mobile access from browsers on
  BlackBerry, iPhone, gPhone, Windows Mobile or CE,
  Nokia

39
Audio and Web Conferencing

• Click to escalate to AWC
• Audio or Web only conferences
• Combined audio and web conferences
• Easy conference initiation (reception)
• Quickly view conferences (within UCA) or start an
  ad-hoc conference

40
Integration Flexibility

• Microsoft
• Click to call from IE, Word, Outlook
• Calendar
• Contacts
• IBM Lotus Notes
• Click to dial / collaborate
• Contacts
• Other PIM integration
• ACT, Corporate Directory
• Contacts
• Mitel applications
• AWC, NP, TW, 3300, 5000
• UC Advanced integration with BPI applications

41
Alison BrewerMarketing Manager
EMEAalison_brewer_at_mitel.com
http//www.mitel.tv