Greg Pisano Director, Market Development BlueNote Networks Enhancing Business Processes with IP Telephony, Web Services, and Unified Communications

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 2 Market Dynamics Enterprise IT adopting Service Oriented Architectures (SOA) –IT has become strategic in delivering business value and competitive advantage –SOA is most significant shift in how IT organizations realize business value Business agility, asset re-use, application decoupling, reduced integration expense Enterprise telephony has not advanced with innovation –Business trends: mobility, virtualization, quick & flexible application integration …but many of today’s solutions are still: Monolithic, proprietary, phone-centric model Separate telecommunications island Expensive infrastructure and handsets CTI difficult & expensive integration How can telephony deliver business value?

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 3 Eliminating Technology Silos Business Applications Voice & Data Business Applications Voice Business Applications integrated with real-time voice and data Business Agility and Value Evolution…… “Siloed communications make up the majority of enterprise communications where each channel is separate. Often, there are multiple networks: voice, data and wireless, each with its own dedicated platforms, devices and protocols” Source: Gartner

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 4 Business Communications Personal Workgroup Enterprise Personal Geared toward personal productivity improvement Workgroup Supports collaborative and team activity to improve effectiveness Enterprise Improves performance at a scale beyond personal or workgroups levels Source: Gartner Synergistic Communications in one area benefits other areas while leveraging investments across multiple applications

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 5 Unified Communications + Web Services Unified Communications is the foundation for multimedia communications –Connects users across multiple locations and devices, leveraging Internet economics and SIP –Combining voice, video, , IM, text, presence, and conferencing Web services is the foundation for integrating telephony into an SOA framework –Telephony as a reusable Web services can create communications- enabled business applications –Combined with Unified Communications, provides a powerful set of business tools to improve performance and business agility

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 6 Combining Networks, Communication Services, and Applications Business Processes Automated Processes Communication Web Service APIs High Level Programming Interfaces Application Services Composite Services, Business-level Interfaces Unified Communication Services Telephony, Video, Conferencing, Messaging, Presence Network Layer IP/SIP, PSTN, PBX, PLMN Clients Handsets, SIP phones, Mobile Phones, PDAs Business Communications

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 7 On-demand applications Rich Internet Applications (RIA) Access from anywhere Enterprise Web 2.0 Bringing it all Together Internet economics Universal reach Location transparency Unified Communications Internet Telephony Distributed Software Components Reusable Services Shared Infrastructure Vendor Neutral SOA Business Agility Enablers Software Solution Flexible deployment Standard Internet protocols Location transparency Reusable services “Mashups”

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 8 Interactive Business Communications IP Telephony –Extends reach, internet economics Unified Communications –Productivity and collaborative tools Web Services Applications –Voice-enabled business applications Outbound Notification –Multi-channel – voice, text, Secure Mobile Integration –Key for virtual workforce Business Continuity –Maintain business operations Merging of IT and Telephony –Eliminates silos, converges network and staff Network Unified Communications Business Applications Business Processes Communication Optimization Value

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 9 Internet Telephony User centric services, independent of device, location and network service Presence Service allows for presence-aware call routing Secure teleworker, remote office, nomadic user, business continuity applications Voic to , messaging, find me/follow me, conferencing, etc Internet Multi-vendor PBXs Data Center Single number reach Standard SIP clients Location transparency PSTN Companion phone support Feature portability Remote offices

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 10 Integration with Business Applications IP telephony services to distributed users over legacy & next-generation networks, modernizes existing telecommunications investment Web Service APIs integrate IP telephony services into business applications Provides more than Web Service APIs – leverages external Web Services to influence call processing Data correlated with sessions allows business context to follow a call, enabling loosely-coupled integration PBX Business Logic LegacyERPCRMFinance Business Logic Business Processes & Reusable Services Service Orchestration or Service Bus Data SIP PSTN Internet Branch Office Home, Hotel, Laptop Lane Legacy & Next Generation Infrastructures Traditional & VoIP Phone Users

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 11 Voice-Enabled Business Process Exception results in delays, expense, and lost opportunity Business Process Automated communication resolves issues quickly - right people communicating at the right time Any business event can deliver multi-channel notifications to individuals or groups Address exceptions & issues efficiently –Automating contact involves right people at right time Automate human voice collaboration –Contact by role/responsibility/presence not ‘extension’; business logic drives contact rules Deliver anywhere, anytime, any channel event notifications –Also customer reaching events e.g. stock alerts, delivery notifications, flight changes, … Solve out-of-band communication problems –Automated communication captures call history & notes in-context

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 12 Click-To-Talk & Enterprise Web 2.0 Click-to-talk Call Center Agent Screen Web Visitor Page Session contextual data automatically conveyed to call center application (screen pop) PSTN or Internet support Browser embedded phone

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 13 Business Process Using Presence Routing Calls Based On Availability & Role Need approval to offer a 30% discount App Server US VP of Sales available and can approve 30% discount Create session Regional VP Sales: up to 30% US VP Sales : up to 40% Director Sales: up to 20% Available Busy Remote Sales Specialist using Sales Productivity Application CEO : > 40% Internet IP Telephony & Web Services Applications

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 14 Telecom Abstracted Placing a Call! WSCall ManagerMedia ServerABIVR CreateSession(A, B) Faster Development – Lower Project Cost

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 15 Summary of Business Benefits Employees can collaborate more effectively with fellow employees, partners and customers –Anytime and anywhere to address business issues in real-time Enables businesses to quickly identify and respond to time- sensitive business transactions –Resulting in greater business agility and responsiveness Provides an enhanced user experience with capabilities that can extend global communications reach –Boosts productivity and reduces the barriers and bottlenecks often caused by distributed and mobile workforces Allows businesses to focus on improving and automating workflows for employees, customers and partners –Voice-enabled business processes minimize transaction delays

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 16 Considerations Research, analyze, and understand the costs and limitations of managing siloed technologies and communications Infrastructure should be built on a flexible architecture that can support voice as a reusable Web Service providing a path to SOA Strategies should be based on open standards to realize all the benefits of multiple channels, applications, devices and clients Plan with a vision for how Enterprise Unified Communications and Web services and SOA can be leveraged to improve or transform the way users and customers interact

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 17 About BlueNote Networks BlueNote is a provider of standards-based IP Telephony software solutions empowering voice-enabled applications through Web Services Recent Industry Awards Memberships The Creators

January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA 18 Thank You Greg Pisano Director, Market Development BlueNote Networks 3 Highwood Drive Suite 3-200W Tewksbury, MA (978)