presence and the unified user experience (b-07) david schenkel senior technical analyst adtran the...
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Presence and the Unified User Experience (B-07)
David SchenkelSenior Technical Analyst
ADTRANThe cost savings and multi-device, location-agnostic access to communications services have thus far been the hallmark of VoIP and Unified Communications, allowing business users to increase productivity without a massive increase in human resources.
But, truly remarkable benefits from IP-based communications come from adding presence and a unified user experience into the business communications environment, truly allowing businesses to gain maximum value from their technology investments by enabling more precise communications and less wasted time.
However, just as with most new technologies, presence and user experience are open to interpretation, and there exist vast variations between offering from various vendors. This session will explore the foundational elements of presence, why it matters, what to look for, and importantly, how to use it effectively.
Who is ADTRAN?• Leading provider of UC, networking and
communications equipment
– ADTRAN solutions enable UC, voice, data, video, and Internet communications
– Widely deployed by carriers, SMBs and enterprises worldwide
– Nearly every T1 in the nation delivered via ADTRAN equipment
– Market leadership position in IP Business Gateways and #2 in Branch Office Access Routers
• Over 25 years of experience building innovative solutions supporting next generation technologies
Fast Facts:• Founded in 1985• Publicly traded on NASDAQ: ADTN• 2009 revenue - $484 million• 1,700 employees worldwide• 50 countries • Broad portfolio – 1,700 products
Fast Facts:• Founded in 1985• Publicly traded on NASDAQ: ADTN• 2009 revenue - $484 million• 1,700 employees worldwide• 50 countries • Broad portfolio – 1,700 products
ADTRAN Headquarters, Huntsville, AL
What is Presence?• Availability and capability status of things, contacts or groups
– May have levels of timeliness from seconds to years– Various Components
• On the phone• On-line/Off-line, available, busy or other status• On vacation, in a meeting• Part of an On-call group• Part of an expertise or responsibility group• Present, not present, occupied, not occupied for things
– May indicate location, device in use, and available comm modes• Associated rules, permissions, and priorities may determine
– Who can see a resource’s presence information – Who can connect with a resource, when, and using what
communications modes
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Sources of Presence
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Sources and Timeliness of PresenceSource Description Relationship Timeliness
PBX Phone Are you on the phone Individual Seconds
PC Desktop Are you working on your PC, are you available
Individual Minutes
Mobile Device Are you available on your mobile, where are you
Individual Minutes
IM/Social Networking
Are you online in your account Individual Minutes
Calendar Are you in a meeting, on vacation, out of office
Individual Minutes-Years
LOB Database Is conference room available, is the taxi here
Things Minutes-Years
Duty Rosters Are you on call, who is on call, who is the backup
Group Days-Months
Groups Who has expertise, responsibility Group Weeks-Years
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Why Do We Need Presence?• Increases the success and timeliness of reaching a needed resource
• Also referred to as Reducing Human Latency (the time delay in initiating and reaching a needed contact or resource)
• Get the right resource at the right time• Two General Uses:
– Collaboration: Allows workers to better reach co-workers, suppliers, partners, or customers.
– Service: Allows customers to reach service workers and get action faster
Why Presence Matters• Gives a return on investment (ROI) based on:
– Improving business processes, increases efficiency (Collaboration)
• Improves ability for workers to collaborate (lets you find the right person faster, enables ad-hoc meetings)
• Eliminates excuses for being un-contactable• Enables corporate policy (e.g. QOS), imposes discipline
– Improving customer intimacy (Service)• Reduced service times for customers (shorter resolution times, faster interaction, happier customers)
• Allows automation of call redirection, reduces staff requirements
What to Look for in Collaboration• UC Systems/Desktop Applications with:
– Open standards presence (e.g. XMPP) enables:• Presence aggregation and federation with other systems (e.g.
telephony presence integrated with desktop/mobile presence)• Presence and IM with cloud based social networking, IM systems
– Multimodal Communications (IM, voice, conference, fax, video, email), ability to add other workers to the conversation and change modes (e.g. IM to voice to conference by adding co-workers)
– API to enable presence and multimodal communications within Line of Business applications
– Access permissions for Workgroup/expertise groups– Built-in call re-direction capabilities based on presence and who
is calling
What to Look for in Service• UC/IVR Systems with presence aware application development environments that enable:– Easy custom development of call flows for Autoattendants/IVR Services/Personal Assistants
– Call flow behaviour based on presence and LOB database content, calendar, TOD/DOW, etc
– Out-calling capability for call forking, find-me-follow me, notifications, escalation, follow ups.
– Recognize calling party from Contacts, LOB databases, voice biometrics
– Multimodal Communications (voice, fax, email, IM, SMS)
– Presence aggregation from multiple sources
Examples of Presence Applications
• Some examples of how presence could be applied to some common communications problems.– One Number call routing
– After-Hours Access to Health Care
– Follow the Sun Around The World
1#
One Number call routing
1#
2. Attendant service
identifies call as fax or voice. If fax directs call to
fax server account. If voice, the service
identifies availability
based on presence.
1. Customer
calls Contact’s published One
Number
3. If available the
attendant service calls the contact’s available
phones
5. If not available
the attendant service forwards the call to a
backup identified available by presence
or to Unified Messaging if no
backup is available.
6. Backup
answers the
call
4. Contact
answers the
call
One Number call routing• Benefits
– ROI: approximately 4-16 months for 20 users or more by reducing cellular, roaming, fax line costs.
– Calls routed through the company’s infrastructure. Calls can be routed to the contact’s most cost effective device.
– Cell phone numbers remain private, calls still routed to company if contact leaves company
– Improves relationships by providing consistent access to the contact/backup to all callers
– Controls when contacts receive calls out of hours– Uses the same number for voice and fax 1#
After-Hours Access to Health Care
2. Attendant service
answers and records message or directs the
call to 911
1. Patient
calls clinic
hotline
4. Presence
indicates the on-duty doctor is In a call with
another patient
5. Call is redirected to a stand-
by doctor whose presence is available. Standby doctor hears
the message and transfers to patient. Attendant escalates the
call if standby doctor does not
answer.
3. Attendant
service identifieson-duty doctors from
Duty Roster and hunts
for on-duty doctor(s)
After-Hours Access to Health Care
• Benefits– ROI: approximately 2-4 months by eliminating outsourced answering service
– Reduces service times– Improves relationships by providing consistent service/experience for all patients
– Real time synchronized with duty roster in DB– Eliminates errors by answering service
Follow The Sun Around The World2. Attendant Service
consults roster to see which worldwide
corporate locations can handle the call at this time
and date. Determines which contacts could
handle the call in priority
order.
1. Customer
calls Worldwide
service hotline
3. Attendant
service determines availability of contacts
and hunts for an
available contact.
5. If no contacts are
available, the attendant Service
takes a message and starts hunting for a
contact on an
escalation list.
6. Escalation
contact answers the call, hears
the message and transfers to the
customer.
4. Contact
answers the
call
Follow The Sun Around The World• Benefits
– ROI: approximately 2-4 months for 10 locations worldwide.
– Use global resources to provide 24/365 service– Uses regional phone numbers to call into company infrastructure
– Calls can be routed to the contact’s most cost effective device
– Improves relationships by providing consistent service/experience for all customers
– Controls when contacts receive calls out of hours
Thank you!
David SchenkelSenior Technical AnalystADTRANEnterprise Networks Divisiontel: +1 (256) 963-3614e: [email protected]: www.adtran.com