unified communications and voip trends briefing
Post on 12-Apr-2017
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EMERGING TRENDS IN ENTERPRISE UC / COMMUNICATIONS
Presented by:Don Gulling, CEO, Verteks Consulting
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Verteks Consulting Company Background• Eighteen+ Year History
– Incorporated in January, 1997– Veteran Owned Business
• Premier Technology Partners– ShoreTel Gold Certified Partner– Microsoft Certified Partner– Hewlett Packard Business Partner– VMware Professional Partner– Ruckus Certified Partner– WatchGuard Gold Partner
• Extensive IT, VoIP, and Contact Center Experience – Over 420 ShoreTel Sites Supported– Experience in complex deployments with IVR,
Call/Screen Recording, and Work Force Management• Responsive Support
– Guaranteed service levels, 24x7x365
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Enterprise Unified CommunicationsKey Trends
1. Virtualization
2. Collaboration
3. Mobility
4. Application Integration
5. Business-Enabled Communications
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Flexibility of Deployment
Ease of Administration
Trend: Virtualization
Flexibility of Architecture
Low Total Cost of Ownership
Virtualization Trends / Benefits
• Leverage virtual infrastructure customers already own and operate
• Mix and match hardware-based and virtual appliances in a single network – managed through the same admin interface
• Extend existing business continuity practices (VMware HA, VMotion) or take advantage of ShoreTel’s N+1
• Increase phone, SIP trunk and IPT feature capacities per switch
Brilliantly Simple
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Flexibility of Architecture: Hybrid Virtualized
OptionalVoiceSwitches
PrimaryServer
ITSP
Headquarters and/or Data Center Phones and Devices
ShoreTel Distributed Architecture
Director
Remote Location
WANMobile Devices*
IP Phones
VPN Phones
ShoreTel Dock*
DECT Phone
Analog Devices
Softphone
Communicator
Client Software for Mac, PC and Mobile Devices
Back-upServer
Browser-based Administration
PSTN
PSTN* Requires ShoreTel Mobility
Communicator
Teleworker
Communicator
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Leverages existing investment in VMware or Microsoft Hyper-V to
reduce or eliminate new hardware
purchases, simplify administration, and
improve resilience and disaster recover
capabilities.
Conferencing , Instant Messaging & Desktop Sharing• Users Favor an Integrated Experience
• Integrated into Management and User Applications• One Click Conference Scheduling for Outlook
• Can Be Centralized or Distributed• Site-based: centralized or distributed• Virtual or appliance-based• System-based monitoring and reporting• System wide, floating licensing• Overload protection and fail-over
• Integrated Applications are Growing• Scheduled, reservation-less conferencing• Immersive audio conferencing• Simple desktop sharing• Secure enterprise IM• Multimedia recording
Trend: Collaboration
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When email is not fast enoughIM offers spontaneous, presence-enabled communication
More complex problems demand phone calls & conferences with team members
Conversations become collaborations with web-based desk top sharing
Trend: Step-by-Step Collaboration
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• Cost effective way to enhance customer response, accelerate decision making
• Standards like XMPP growing - work with third party clients such as IChat
• Encrypted communications, Instant messaging privacy to secure your data
• Multi-party IM and offline messaging to cover all situations
Trend: Internal Corporate Instant Messaging
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Often key contributors are not available immediately.
Scheduled meetings with one click in Outlook--
or use the a web-app alternative.More ‘clientless’ capabilities across the Enterprise.
One-click conference scheduling boosts group productivity
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• Attendees quickly join the desktop sharing session by clicking on one web link and with no download
• Attendees call in or are called by the system automatically
• Leading systems support both Windows and Mac
• “Table Stakes”? – Must share PowerPoint, images and movies, and easily record conferences
Collaborate easily with shared desktop views
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Source: iPass Global Mobile Workforce Report
72%
Average number of devices carried by mobile workers
Mobile workers with tablets
Additional hours spent working by mobile workers
25%
3.5
Trend: Mobility Usage Increasing
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The seamless extension of unified
communications applications and
infrastructure to mobile devices, enabling the
same capabilities as available on PCs and desk
phones, from anywhere, on any network
How Does ShoreTel Define Enterprise Mobility?
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• Multi-Vendor Support• Centralized Control• Security• Ease of Management
and Support
IT Management CxO Users
• Ease of Use• Multi-Modal – Voice,
UC, IM, Email/PIM• Support for BYOD
• Low(er) TCO• Cost Savings• High User Productivity
Mobility Needs For Different Stakeholders
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Reduce international roaming charges by 30%-80%• Leverage VoIP over Wi-Fi and VoIP
over 3G/4G
Eliminate cellular international direct dial charges• Leverage enterprise PBX least cost
routing
Reduce cellular minutes and move to lower tier plans• Automatic and dynamic
network selection
Reduce mobile device costs• Leverage employee-owned mobile
devices (BYOD)
Eliminate secondary deskphones and associated support
Trend: Leverage Mobility for Cost Savings
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• Hybrid client interface• Native interface for “pre-call” user experience• Enhanced “mid-call” experience
• A single, unified, communications app• Voice, IM/Presence, Security
• Consistent user experience on any network
Experience the phone as you already know how – no learning curve
Mobility Requirements: simple, rich and easy to use
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• Extension dialing• Transfer, hold• Enterprise conf.• Do Not Disturb
• Personal dial• VoIP over Wi-Fi, 3G/4G• Automatic handover• Corporate directory access
(LDAP, ShoreTel Directory)
• Desk transfer/retrieve• Simultaneous ring• Visual Voicemail• Business dial
(dial via office)
Required - Rich, “Deskphone” Capabilities
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• Outgoing calls – cellular caller ID displayed
• Incoming calls - route to cellular voicemail
• Automatically recognizes personal contacts
• Outgoing calls – desk/enterprise caller ID displayed
• Incoming calls – routeto enterprise voicemail
• Default mode
POLICY CONTROLAdmin policy controlled groups
and/or users can be enabled for personal calling
Personal calls Business calls
Single device, dual persona
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The next BIG THINGin Apple handhelds…
A place toUNHAND them
Availability and feature functionality may vary
ShoreTel Dock--the first desk phone for the mobile generation
Trend – Hardware Extenders Like the ShoreTel Dock
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Enterprise Presence and IM on mobile devices – Remember, Same Capabilities Across Devices and Platforms
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Designed from the ground up for tablet users
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Tablets aren’t just ‘toys’ anymore – BYOD means that workers are using rich web apps to take their work, and their communications platform, with them.
Extension Assignment Call Handling Mode Visual Voice Mail
Trend: Integrated Desktop Control into Mobile
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• Video calls between mobile devices and desktop users
• Wi-Fi, Cellular Voice, Reverse-Dial and Video• When enabled, Video option also appears in:
– Favorites– Employee Directory– Buddy List– Recents– Contacts– Messages– Voicemail
Trend: Corporate Video On Your Mobile Device
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Trend: Enterprise Wearables
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ShoreTel Mobility with Apple Watch means it’s never been easier for the mobile pro to stay connected• Ability to place an enterprise call
across Wi-Fi, cellular, or cellular data access to corporate favorites
• One tap join to corporate meetings• Ability to view and respond to secure
corporate instant messaging by selecting from a predefined set of responses or by speaking into the Apple Watch
• Ability to view and update enterprise presence
• Ability to answer/reject incoming enterprise calls, or easily redial a missed enterprise call.
• CRM integrations with most popular apps
• Enhanced and custom reports
• Advanced and emergency call handling
• IVR enhancements and campaigns
• Workforce management integration
• Cost recovery and account management tools
• Custom application integration
Trend: Application Integration
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Feature rich softphone and complete Salesforce.com Integrated and delivered from the cloud
• Screen pop upon call arrival• Click-to-dial to make calls• QuickDialer directory lookup• Call logs with agent notes & call results• Salesforce report & dashboard • Cloud application & zero install• All platforms & browsers
Trend: Business Enabled Communications Processes
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• It’s the difference between knowing who made the most calls to now who made the right calls?
Actionable Business Intelligence
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Enterprise Unified CommunicationsKey Trends - Summary
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• Virtualization• Reduce hardware costs, improve resilience, simplify
administration• Collaboration
• Empower teams to work together anywhere, anytime, any medium (chat, screen, audio)
• Mobility• Any device, anywhere, all Enterprise capabilities
• Application Integration• Link communications to critical information, improve agility,
enhance customer support• Business-Enabled Communications
• Connect people to the right resources quickly, use business rules to manage interactions
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