2. Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from Gartner. Such approvals must be requested via e-mail: vendor.relations@gartner.com. Gartner is a registered trademark of Gartner, Inc. or its affiliates. Gartners Perspective on Collaboration Steve Blood

3. The Role of Collaboration in an Enterprise Improve communication -Asynchronous moving to synchronous Coordinate project-related activities -Goal-centered, soft process management Empower communities of experts and interested parties -Groups of people with a "natural" affinity or inclination that binds them together Facilitate social interaction -Enable team members to share personal information

4. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

5. Generational Changes in Collaboration Generation 4 Generation 3 Generation 2 Generation 1 Communicate (Asynchronously) Share Network E-Mail Calendar Group scheduling Discussion forums Audioconferencing Videoconferencing Teamware Instant messaging Presence Mobile/wireless Web conferencing P2P Webcasting Blogs and wikis Social network analysis Social applications Expertise location Syndication (RSS) Ad hoc workflow Collaborative, real-time authoring Universal dashboard integrates tools Data portability apps, vendors, services Integrated mobility, context aware Social analytics Aggregate

6. Heterogeneous Universal queue Cloud & premises Built-in Aware Interenterprise Mashup, user driven More real time The Evolution of Generation 4 Collaboration Generation 1,2,3 Generation 4 User Access Mobility User Context Scope Extensibility Client Single stack App by app On-premises Bolt-on Unaware Enterprise only Developer driven Mostly asynchronous VendorsProvisioning

7. Video Helps Improve Social Interaction Source: Cisco Consumer Video Content (YouTube) Enablers Easy Free Is video finally ready to move from "next big thing" to "current big thing"? Consumer Enterprise Video Content Management Enablers User Demand Inhibitors Network capacity Cost

8. "UC" UCC: Junction of Two Markets to Support Real Time Collaboration Communications Collaboration E-mail Unified messaging Web conferencing Instant messaging Presence Team workspaces Wikis Blogs Social software Other collaboration tools Telephony Voice mail Audioconferencing Wireless e-mail Videoconferencing Call Center UCC is evolving toward a composite market in which UC joins the collaboration market Some technologies remain distinctly in the realm of communications (for example, voice infrastructure, call centers and so on) while others remain distinctly collaboration (for instance, team work spaces and social software) By 2013, the UCC market will be well-established, removing these distinctions Mobile is everywhere Directory "UCC"

9. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

10. Enterprise Collaboration Applications E-mail is the anchor Collaboration attach rate high IM presents voice on-ramp Hosted and premises Understanding the client side Inclusion of social software The ability to deliver voice The ability to deliver hosted Hybrid models Partner development StrengthsWhat to watch for… Core collaboration vendors have the inside track on UCC penetration but voice is extremely challenging. Core Competencies E-mail Instant messaging Web conferencing Calendaring Shared workspaces Social software

11. Enterprise Communications Application Voice is critical and ubiquitous. LANs are critical and ubiquitous. Premise wireless Wi-Fi is common. Difficult to change installed base. Highly demanding real-time applications. Shift to software architecture. Unified Communications & virtualized software. Premises cloud and local survivable modules. Survivable branches Strengths What to watch for… Communications vendors have global products and channels, are highly reliable, have strong services, and are the trusted and accepted way to do real time business. Core Competencies Voice Instant messaging Real-time conferencing Telephony Video Social software

12. Microsoft, Cisco, IBM: Pushing Markets Together Positions Sametime IM/presence platform at center of UCC strategy Partners with telecom equipment providers by drawing a (sometimes moving) line between collaboration and communications Bulked up with WebEx, then Jabber and PostPath acquisitions Aggressive moves into collab. market, led by voice & video with work on integration/interoperability Positive steps into collaboration with show-n-share & Quad Launched attack on voice space with OCS announcements Special voice or communications hardware not needed Products complementary to existing enterprise voice communications

13. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

14. Cost Optimization Framework for UCC IT Procurement Best pricing and terms for your IT purchases Align Technology with Business Need Select Anchor Vendors Assess Vendor Influence Cost Savings With IT Opportunities to reduce IT costs Platform Consolidation Desk Phone Displacement Decommissioning Toll Bypass for Video Joint Business and IT Savings Cost saving technologies in the business Enable Innovation and Business Restructuring Process improvement, restructuring, innovation Source: Gartners Four Levels of Cost Optimization Hot Desk/Home Working Travel Displacement Energy Savings Comms-Enable Process New Comms Channels Effective Collaboration

15. Joint Business and IT Savings - Target the obvious…but make it stick Infrequent Flyer 2220 2342 4534 342 S J Blood VS Dont try to eliminate travel Target recurring meetings with video Create a Frequent Non-Flyer reward program Emphasise efficiency as well as cost savings Set a new base-line for frequency of meetings Link Cost Savings to Carbon Reduction Vary the times of meetings for international groups to share the inconvenience

16. Enabling Innovation – People, Process and Technology Process Exceptions Notifications Support Urgent Requests Process automation demands a reduction in human latency Notifications; SMS, Voice, E-mail Two or more people are required to make a decision Conferencing: Audio, Video, Web Real-time information is required to reach a collective resolution Collaboration: Workspaces, Wikis Stakeholders are in different locations with different communication devices Rich Presence: Netbook, Smartphone

17. Communications-Enabled Medical Imaging Collaboration Context-Specific Presence List Auto Log On IM, Voice or Video Interaction Process 1. Unexpected results found by radiologist 2. Use presence to contact doctor immediately 3. Radiologist and doctor conference/collaborate 4. Results communicated/acknowledged and in the next release can be recorded* Expected Benefits ~ 5% to 10% radiologist and patient throughput Improved patient care and shorter wait times Regulatory compliance improvements* *Available in next release

18. A Methodology for Communications-Enabling Business Processes Process Improvement Data Collection Business Process Measure Impact Implement MetricsEvaluationDeployDiscovery Sponsorship Role-Based Process-based Task-Based Internal and External Surveys Workflow Analysis Best Practice Return on Investment Roll Out Identify Synergies

19. Best Practices: How to Take Advantage of UCC Anticipate organizational and vendor politics; plan how to handle it. Be careful when vendors cross lines into new areas. Clearly determine what you want and what you can use. Look for business cases across the UCC stack from cost savings to process innovation