nortel confidential information >from communications to collaboration transformations in...
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Nortel Confidential Information
> From Communications to CollaborationTransformations in networking and communications
Phil EdholmFebruary 2007
Agenda
> Challenges and issues faced (some call it “Pain Points”)
> Drivers and Needs
> Decision criteria
> Road to and What is Unified Communications
> Its about the method and architecture
Balance Cost with Flexibility
Benefits, trade off, leverage IP telephony…
Business Processes
Explosive people cost, disproportional costs,
culture…
Growing Complexity
Management, Security, Users…
Unified Communications Challenges and issues faced
Reducing Total Cost of Ownership
Holistic approach = Symbiotic effect in addressing issues
Unified Communications Workforce Change
EMPTY OFFICES
HOME ON THE ROAD WITH THE CUSTOMER
Where Are These People???
Unified Communications Information and Communication Landscape
Pre 1980s
Phone
1980s
Phone
Tra
nsa
ctio
nal
PC
2000s
Road PhonePC email Wireless Video
PhonePC
1990s
Applications
Co
llab
ora
tive
• Number of touch points growing• Not being replaced, must support them all• Customers demanding consistency
Technology Transition
Budget Realities
Simpler User Connectivity
Standards Convergence
Tighter Security
Dynamic Service Availability
Unrestricted Mobility
Need for a NewCommunication
Platform and Capability
Information and Communications Anywhere, Everywhere, Always &
Any-Media
Unified Communications Elements Driving Change
Unifiedrather then
More CommunicationsMediums
Delivering Strategic Advantage in IT
> Integrate back office with front office
> Use MM to integrate communications
> Change process to match new interactions and technology
?Tactical Strategic Utility
• Automating Existing Systems
• Based on existing Processes
• Technology and Process Change
• Enabled Significant Differentiated Value
• Generally Available Technology
• No longer Strategic• Early Follower
Multimedia Interaction Can Deliver Strategic Advantage
CIO Business Decision Criteria
Multimedia is about Transformation and Value
Customer Relationship
& Internal
Productivity
ComputingSystems
Costs
Revenue
NetworkCosts
BandwidthCosts
• New business Models• New Customers• Creating Strategic Advantage
• Reduce Time To Interaction• Reduce Time To Decision• Reduce Cost
• Acquisition• Operation
Increasing Revenue
Improving Productivity
Reducing Cost
Nortel Products and Solutions Deliver CIO Value
Customer Relationship
& Internal
Productivity
ComputingSystems
Costs
Revenue
NetworkCosts
BandwidthCosts
Increasing Revenue
Improving Productivity
Reducing Cost
CIO Business Decision Criteria
Hyper-Interactivity
Architectural Discontinuities
> DISCONTINUITY CRITERIA • Five-year view• Enabled by technology• Business transforming• Boundary eliminating
(towards anyone, anywhere, anytime, anyhow communications…securely)
> PAST EXAMPLES • Digital communications• Personal computers• Web browsers
Competitive advantage comes from managing IT evolution and risk to eliminate barriers…and not from the technology itself
Virtualization Webification
NetworkConvergence
A fundamental architectural shift that transforms networks, communication systems and networked applications
Virtualization
> Service Disassociation
> Global Location
> Proliferation of devices
> Device mobility
> Call mobility
> Location based services
Virtualization
Requires Dependable Security
Hyper-Interactivity
> Explosion in interaction events
> Reachability unification
> Time To Decision (TTD)
> Personal agents
> Adaptive intelligence
Requires trust of identity
Hyper-Interactivity
The World Is Adopting Disparate Multimedia Communications solutions while a unified delivery architecture is needed
IP Telephony
EnterpriseApplications
Video ServicesWeb Services
IP Telephony
EnterpriseApplications
Video ServicesWeb Services
IP Telephony
EnterpriseApplications
Video ServicesWeb Services
UnifiedCommunications
UnifiedCommunications
2004 2005 2007
IP Telephony Lead
Unified Communications Information and Communication Landscape
Unified Communications Creation of a Collaborative Environment
Telephony Services, Voicemail, Call Control, Audio conferencing, Videoconferencing, Fax Services, Personal Call Services, Directory Services
Unified Communication Services
Calendar, Scheduling, Instant messaging, Chat groups, Discussion databases, Application Sharing, Desktop Collaboration, Team workspaces and whiteboards,
Unified Collaboration Apps
Unified Environment
A single environment that blends unified communications with unified applications in a network based services model
VirtualisationWorkforce & Enterprise
Universal access, personalisation, management, network based services architecture
Enterprise - Emerging Knowledge Worker Collaboration Transformation
>Common Invocation and Interaction
>Seamless Transitions
>Multi-vendor Operation
Documents and communications
Unified Communications Integrates to the Other Components
• Many Devices• Many networks• Rich Context• Rich Content
Communications
• Tracking• Prioritizing• Movement
WorkflowDocuments• Availability• Common Formats• Security• Revision
Types of Migration to Unified Communications
TraditionalTelephony(TDM&IP)
HybridTelephony
and UC
Knowledge Driven to UCT
ypes
of
Co
mp
anie
s
Knowledge Information Service
Types of Workers
Primarily Knowledge WorkersConsulting, High Tech Dev.
Knowledge Workers and large portion of Information and Service WorkersGeneral Industry, Design, etc.
Primarily Service WorkersRetail, General Manufacturing.
Network
Multimedia SIP Based Unified Communication Server
Voice CallManagement
Web Conferencing
MultipointVideo
Conferencing
File SharingAnd
Exchange
InstantMessaging &Chat Groups
Voice andUnified
Messaging
Virtual White
Boarding
Communication Streams and Media Synchronisation
Presence and Availability Management
Standards Based Interfaces Open Communication Gateways
Common & Flexible User Interface / Client
Access Terminals Phone Personal
Computer Laptop PDA MobilePhone
Blackberry
Unified Communication Architecture Paradigm Shift
Unified Communications Attributes
PersonalisationAbility to define all elements of how, when and with whom a user wants to communicate with. Ranging from date, times, locations, media types and collaborative applications to name a few. Its all about user control.
Next generation conferencing services.
On demand 24/7 service
Conferencing that goes beyond voice, video and data. Conferencing that includes integrated white boarding, application sharing, participant monitoring all at a click of a button and on-demand availability.
Universally provisioned
services Services and applications that can be provisioned in IP, TDM and hybrid environments, on hard, soft and wireless clients regardless of physical location. .
Adaptive Media communications
Multimedia communications that automatically adopt to the clients used or the media specified by an individual user
Customisation and integration Ability to customise the client, provide full integration into applications vie the Theme/Software Developers Kits & Open API’s. Database application, call centres and other real time communication services
User defined real time
presence for all media types Presence capability that applies to all media types, but in addition enables users to specify how they make their presence visible to their communities..
Personal assistant / personal
agent
An electronic agent that provides users the ability to automate many tasks such as, find me follow me, availability, contact escalation and countless others.
Extending Beyond your Organization
Federation is required for removing boundaries
Intra• Rich Services• Integrated with
Applications• Trusted Sources• Commonality
Partners• Extended Services• Semi-trusted• Web-service• Disparate Systems
General• Undefined Sources• Low trust• Customer• Highly Disparate
Defined and Close Federation
Extended Interactivity and
Service Interaction
Multi-Organizational and High Value
Webification
> Integrate real-time front office to back office
> Future strategic differentiation
> Web enabled apps
> Integration of workflow, document management, and communications management
> Conference in real-time media replicates virtual spaces in cyber environment
Requires federation
Webification
Applications StrategyThe Nortel Applications Center (NAC)
THIS IS THE APPLICATIONS CENTER!
CommonTools
Modular Applications
Common Media Server
Switch Independent Standards Based Software Only (PVI)
ServiceCreation
ReportingUnifiedOA&M
UniversalLicensing
Messaging
Contact Center
Self Service
Unified Comms
Packaged Apps
Messaging
Contact Center
Self Service
Unified Comms
MPS
Symposium
MAS Apps
Co
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rgin
g t
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om
mo
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latf
orm
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To
ols
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anag
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Co
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MRCP
CallPilot
CTI
Service Provider
Enterprise
Applications and ServicesClients
Creating the Inter-Human Web
> Open Interfaces> Innovation at the intersection of end user and networking> Differentiation through function
Unified IP Data and Telephony and Multimedia
Continuum…
> Convergence is driving new transformations
> Each delivers new challenges and opportunities
> Each requires new thoughts at the network level
> Omni-Networking is critical• Autonomic Networking• Federated Trust• Ambient Intelligence
Hyper-Interactivity
Virtualization Webification
NetworkConvergence
www.nortel.com/edholm-vision-series