Communications: Voted off the Island!

Danny Windham

CEO

Digium, Inc.

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Communications Evolutionary Steps

Money is the real change agent

Big Iron phone systems

Hardware products become software products

Everything over IP

Communications moves to the Cloud

Communications moves to the Web

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Communications Evolutionary Steps

Everything over IP

Including voice

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Communications Evolutionary Steps

Hardware products become

software products

Capable general purpose

computing systems

Virtualization technologies

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Communications Evolutionary Steps

Communications movesto the Cloud

The future of communications will …

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…move to the core of your business

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Why change?

Business Drivers

Lower cost

Improved efficiency

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Why change now?

Market Drivers

The way we communicate is changing

No longer just a voice world

• Where we communicate is changing

Distributed and mobile workforces

• The tools with which we communicate are changing

BYOD

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Assess where you are today

Select the appropriate step for

your individual situation

If the boss is a Luddite, then…

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Buy a current communications product

PBX displaced by Unified

Communications solutions

UC adds support for other models of

communications – thereby integrating

all communications activities

• Voice

• Chat

• Presence

• Video calling

• Screen sharing

• etc.

If you are mildly progressive, then…

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Product API-enabled Advancements

UC/Productivity Suite Integration

API-enabled bridges between a

Unified Communications solution and Productivity

Suite products allow features such as…

Presence status driven by calendar entry

Initiation of a call directly from a contact directory

Call initiation from within a document

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Product API-enabled Advancements

UC/CRM Integration

API-enabled bridges between a

Unified Communications solution and

CRM products allow features such as…

Screen pops of customer records based upon caller ID

Logging of voice recordings in CRM database

If you are moderately progressive, then…

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Product API-enabled Advancements

Case Study: Dentist’s office

Resource and patient management system

(RPMS) – with API

UC Solution - with API

Dentist used the API between the two

products to have the RPMS initiate a call

from the UC solution, and play a prerecorded

message reminding patients of an upcoming

appointment – freeing up office staff to do

more meaningful work.

If you are cautiously adventurous, then…

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Open Source-enabled Advancements

Open Source gives the user ultimate control

of integrations/customizations

Not limited by API constraints

Case Study: SkyAirTime

And if you’re aggressively adventurous, then…

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Powered By Web 3.0

WebSockets

Cloud Infrastructure

REST APIs

Ubiquitous Broadband

4G / LTE Mobile Infrastructure

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WebRTC

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How?

Use a service

Communications Platform-as-a-Service (PaaS)

Targeted to Web developers

Web API

Enhances connectivity success

• TURN and STUN services

How It Works

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What?

If you are like “bring it”, then…

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How?

Build it

Kindle: Mayday Button

Agent: Cathy Smith, iPhone Billing

Cathy: Do you mind if I upgrade this

chat to a voice / video call?

You: Sure. That’s great.

Screen Whiteboard: ON

Sales/Service/Support Portal

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What didn’t change dramatically for 100 years –

changes quickly in the future

Change will disrupt the existing status-quo

Direct effects

Communications integrated directly into apps

Web sites with communications integrated

Indirect effects

Disruption of traditional markets

USF funding model

We’ll all wonder how we got by in the ‘good ole days’

Conclusions

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