#CONVERGE2014 Session Code #438 Building an Effective UC Strategy Joe Seghatoleslami, Mike Taylor Strategic Products & Services

Learning Objectives Discuss current UC best practices, the need for Line of Business buy-in, and the building blocks of an effective UC infrastructure. Enable users to develop an effective UC strategy that will ensure ongoing success.

WHAT IS UNIFIED COMMUNICATIONS?

#CONVERGE2014 What is UC&C? Integration of disparate, potentially multi-vendor, communications media – IM and Presence – Voice – Video – Document sharing – Conferencing – audio, video, web The goal: drive productivity and business agility IP Telephony & Presence Video Conferencing Audio and Web Conferencing Mobility Online Collaboration Chat / Instant Messaging Unified Messaging UC Applications “Communications integrated to optimize business processes” –Marty Parker, UC Strategies

#CONVERGE2014 What’s the Point? The virtual workforce requires the right tools: – CTrip: 9% productivity increase; happier, healthier agents – Aetna: $78M in real estate savings – Cisco: $195M/year in productivity increases (1993) Sources: “Does Working from Home Work?”. Bloom et al. Stanford University. “In telecommuting debate, Aetna sticks by big at-home workforce”. Reuters. “Location, Location, Location”. New York Times.

#CONVERGE2014 What’s the Point? De-risk yourself from your younger workforce: – Used to modern consumer tools – Don’t be a time portal – Be in control of: Bandwidth Security* Compliance *

THE PROBLEM WITH UC

#CONVERGE2014 The Problem with UC Risks and Challenges Adoption: Just because you build it … they may not come Too many technologies IT requires a major cultural change as traditional silos must be merged Pan Am

#CONVERGE2014 What if I own “UC”? Major communications vendors have all switched to a three-tier licensing structure to sell their UC stack.

#CONVERGE2014 What if I own “UC”? Remember the goal: drive productivity and business agility – Without a business case, “what if?” is really “so what?” – If it does not drive efficiencies or reduce risk in your business, it is a poor investment no matter what the cost. Investments should be prioritized based on business value.

#CONVERGE2014 The Problem with UC First, you must define it within the context of your business. – Business requirements How will this initiative actually improve results/performance? – User requirements Workflows and inefficiencies – Technical requirements Security Network Compliance Have you mapped your definition to specific goals? Have you defined and analyzed existing gaps?

HOW TO DEVELOP A UC STRATEGY

#CONVERGE2014 How to Develop a Strategy Align with business goals and end user requirements 1.Identify stakeholders, business processes and user needs for UC 2.Define UC within the context of your business. ‒Specific business goals ‒Functional requirements 3.Assess your current environment 4.Design a “clean sheet” reference architecture which meets your core business and end user needs. 5.Perform a gap analysis between your current and target state 6.Define the projects required to fill in the gaps and prioritize based on value ‒Remember there is value to risk mitigation in addition to reducing costs or increasing productivity. ‒Define detailed training and rollout plans. 7.Implement, analyze, optimize.

#CONVERGE2014 Identify Stakeholders UC will embed communications into work flows and should change the way people do business – Solicit input up-front to increase support and user adoption when deployed Stakeholder Groups: – Line of Business – IT - Network – IT - Applications – IT - Security

#CONVERGE2014 Is This Your Organization? LOB Marketing Leadership LOB Customer Experience IT Applications IT Security IT Network Telecom LOB Product Management User Groups Aligned Incentives Build Bridges

#CONVERGE2014 Identify User Needs GroupCollaborate WithHowNeed ExecutivesBoard Members , VideoWay for outside users to join video session SalesCustomersVoice, Mobile phones, Ability to spontaneously share desktop to conduct presentations or resolve a billing issues DesignInternal and SuppliersIM, Ability to review SOWs and Price Quotes LegalCustomers Share documents to speed up redline process Think like a user.

#CONVERGE2014 Taking Use Cases to the Next Level Use cases should be able to be tied back to specific goals. – Improve productivity: Add IM/P and escalation Click-to-dial from CRM Provide advanced mobile services – Decrease time-to-market: Video collaboration for product engineering Document collaboration for sales – Improve communication with suppliers: Federate IM/P

#CONVERGE2014 Assess Current Infrastructure Understand corporate policies – Compliance: PCI/HIPAA/etc. – Archiving, eDiscovery – Data security – BYOD Assess infrastructure readiness (short term, mid term, long term) – Applications – Network: LAN/WAN/Wi-Fi – Network access control – Mobile Device Management (MDM) – Edge support VPN/Edge servers/SBC Identify gaps and remediation plan – Document visually and in writing—read from the same page. Speed the process and increase the chance of success by finding a Partner with experience in Voice, Video and Collaboration Applications.

#CONVERGE2014 Go Beyond Technical Diagrams Instant Messaging Microsoft Lync 2013 Audio Conferencing Cisco WebEx AT&T Video Polycom Microsoft Lync Microsoft Exchange 2010 Unified Messaging Avaya Aura Messaging + Mutare Microsoft Exchange 2010 Voice Avaya Aura 6.3 Cisco UCM

#CONVERGE2014 Gap Analysis Should Drive Projects GapTechnical RecommendationBusiness BenefitPriorityBudget No current method for desktop and room-based video users to communicate Deploy Acano for peer-to-peer and virtual meeting room scenarios Maximize investment in current communications; better productivity; less user complaints/tickets No IM solution for mobile devices/users Deploy Lync 2013 Mobile client to corporate provided iOS and Android devices Increased connectedness and collaboration for mobile employees Investment overlaps for audio conferencing Consolidate on to a single hosted audio conferencing provider Decrease spend; provide common set of tools 32015

#CONVERGE2014 Implement, Analyze, Optimize Training and proper communication are crucial at this phase Measure or fail Create a positive feedback loop between users, LOBs, and IT to drive optimization

#CONVERGE2014 On-Going Support Ongoing support should always be considered when building a UC Strategy – It is important to have support agreements and SLAs in place prior to roll out regardless if the support is internal or external – Lengthy outages and poor user support will kill adoption faster than anything else and will take considerable time to recover from Some things to considered: – Hard costs of manufacturer maintenance – Cost for MACs – Cost to service a support ticket vs. volume of tickets.

CONCLUSION

#CONVERGE2014 Conclusion Proper planning ensures success Having an outside partner can speed up the deployment and reduce risk Include users up-front so your solution meets their needs to ensure adoption Do an honest assessment of your current infrastructure Have User Adoption and Ongoing Support plans in place prior to going live

QUESTIONS?

#CONVERGE2014 Thank You for Attending Please remember to complete your evaluation of this session in the CONVERGE2014 mobile app.