Nortel Confidential Information

> From Communications to CollaborationTransformations in networking and communications

Phil EdholmFebruary 2007

Agenda

> Challenges and issues faced (some call it “Pain Points”)

> Drivers and Needs

> Decision criteria

> Road to and What is Unified Communications

> Its about the method and architecture

Balance Cost with Flexibility

Benefits, trade off, leverage IP telephony…

Business Processes

Explosive people cost, disproportional costs,

culture…

Growing Complexity

Management, Security, Users…

Unified Communications Challenges and issues faced

Reducing Total Cost of Ownership

Holistic approach = Symbiotic effect in addressing issues

Unified Communications Workforce Change

EMPTY OFFICES

HOME ON THE ROAD WITH THE CUSTOMER

Where Are These People???

Unified Communications Information and Communication Landscape

Pre 1980s

Phone

1980s

Phone

Tra

nsa

ctio

nal

PC

2000s

Road PhonePC email Wireless Video

PhonePC

1990s

email

Applications

Co

llab

ora

tive

• Number of touch points growing• Not being replaced, must support them all• Customers demanding consistency

Technology Transition

Budget Realities

Simpler User Connectivity

Standards Convergence

Tighter Security

Dynamic Service Availability

Unrestricted Mobility

Need for a NewCommunication

Platform and Capability

Information and Communications Anywhere, Everywhere, Always &

Any-Media

Unified Communications Elements Driving Change

Unifiedrather then

More CommunicationsMediums

Delivering Strategic Advantage in IT

> Integrate back office with front office

> Use MM to integrate communications

> Change process to match new interactions and technology

?Tactical Strategic Utility

• Automating Existing Systems

• Based on existing Processes

• Technology and Process Change

• Enabled Significant Differentiated Value

• Generally Available Technology

• No longer Strategic• Early Follower

Multimedia Interaction Can Deliver Strategic Advantage

CIO Business Decision Criteria

Multimedia is about Transformation and Value

Customer Relationship

& Internal

Productivity

ComputingSystems

Costs

Revenue

NetworkCosts

BandwidthCosts

• New business Models• New Customers• Creating Strategic Advantage

• Reduce Time To Interaction• Reduce Time To Decision• Reduce Cost

• Acquisition• Operation

Increasing Revenue

Improving Productivity

Reducing Cost

Nortel Products and Solutions Deliver CIO Value

Customer Relationship

& Internal

Productivity

ComputingSystems

Costs

Revenue

NetworkCosts

BandwidthCosts

Increasing Revenue

Improving Productivity

Reducing Cost

CIO Business Decision Criteria

Hyper-Interactivity

Architectural Discontinuities

> DISCONTINUITY CRITERIA • Five-year view• Enabled by technology• Business transforming• Boundary eliminating

(towards anyone, anywhere, anytime, anyhow communications…securely)

> PAST EXAMPLES • Digital communications• Personal computers• Web browsers

Competitive advantage comes from managing IT evolution and risk to eliminate barriers…and not from the technology itself

Virtualization Webification

NetworkConvergence

A fundamental architectural shift that transforms networks, communication systems and networked applications

Virtualization

> Service Disassociation

> Global Location

> Proliferation of devices

> Device mobility

> Call mobility

> Location based services

Virtualization

Requires Dependable Security

Hyper-Interactivity

> Explosion in interaction events

> Reachability unification

> Time To Decision (TTD)

> Personal agents

> Adaptive intelligence

Requires trust of identity

Hyper-Interactivity

The World Is Adopting Disparate Multimedia Communications solutions while a unified delivery architecture is needed

IP Telephony

EnterpriseApplications

Video ServicesWeb Services

IP Telephony

EnterpriseApplications

Video ServicesWeb Services

IP Telephony

EnterpriseApplications

Video ServicesWeb Services

UnifiedCommunications

UnifiedCommunications

2004 2005 2007

IP Telephony Lead

Unified Communications Information and Communication Landscape

Unified Communications Creation of a Collaborative Environment

Telephony Services, Voicemail, Call Control, Audio conferencing, Videoconferencing, Fax Services, Personal Call Services, Directory Services

Unified Communication Services

Calendar, Scheduling, Instant messaging, Chat groups, Discussion databases, Application Sharing, Desktop Collaboration, Team workspaces and whiteboards,

Unified Collaboration Apps

Unified Environment

A single environment that blends unified communications with unified applications in a network based services model

VirtualisationWorkforce & Enterprise

Universal access, personalisation, management, network based services architecture

Enterprise - Emerging Knowledge Worker Collaboration Transformation

>Common Invocation and Interaction

>Seamless Transitions

>Multi-vendor Operation

Documents and communications

Unified Communications Integrates to the Other Components

• Many Devices• Many networks• Rich Context• Rich Content

Communications

• Tracking• Prioritizing• Movement

WorkflowDocuments• Availability• Common Formats• Security• Revision

Types of Migration to Unified Communications

TraditionalTelephony(TDM&IP)

HybridTelephony

and UC

Knowledge Driven to UCT

ypes

of

Co

mp

anie

s

Knowledge Information Service

Types of Workers

Primarily Knowledge WorkersConsulting, High Tech Dev.

Knowledge Workers and large portion of Information and Service WorkersGeneral Industry, Design, etc.

Primarily Service WorkersRetail, General Manufacturing.

Network

Multimedia SIP Based Unified Communication Server

Voice CallManagement

Web Conferencing

MultipointVideo

Conferencing

File SharingAnd

Exchange

InstantMessaging &Chat Groups

Voice andUnified

Messaging

Virtual White

Boarding

Communication Streams and Media Synchronisation

Presence and Availability Management

Standards Based Interfaces Open Communication Gateways

Common & Flexible User Interface / Client

Access Terminals Phone Personal

Computer Laptop PDA MobilePhone

Blackberry

Unified Communication Architecture Paradigm Shift

Unified Communications Attributes

PersonalisationAbility to define all elements of how, when and with whom a user wants to communicate with. Ranging from date, times, locations, media types and collaborative applications to name a few. Its all about user control.

Next generation conferencing services.

On demand 24/7 service

Conferencing that goes beyond voice, video and data. Conferencing that includes integrated white boarding, application sharing, participant monitoring all at a click of a button and on-demand availability.

Universally provisioned

services Services and applications that can be provisioned in IP, TDM and hybrid environments, on hard, soft and wireless clients regardless of physical location. .

Adaptive Media communications

Multimedia communications that automatically adopt to the clients used or the media specified by an individual user

Customisation and integration Ability to customise the client, provide full integration into applications vie the Theme/Software Developers Kits & Open API’s. Database application, call centres and other real time communication services

User defined real time

presence for all media types Presence capability that applies to all media types, but in addition enables users to specify how they make their presence visible to their communities..

Personal assistant / personal

agent

An electronic agent that provides users the ability to automate many tasks such as, find me follow me, availability, contact escalation and countless others.

Extending Beyond your Organization

Federation is required for removing boundaries

Intra• Rich Services• Integrated with

Applications• Trusted Sources• Commonality

Partners• Extended Services• Semi-trusted• Web-service• Disparate Systems

General• Undefined Sources• Low trust• Customer• Highly Disparate

Defined and Close Federation

Extended Interactivity and

Service Interaction

Multi-Organizational and High Value

Webification

> Integrate real-time front office to back office

> Future strategic differentiation

> Web enabled apps

> Integration of workflow, document management, and communications management

> Conference in real-time media replicates virtual spaces in cyber environment

Requires federation

Webification

Applications StrategyThe Nortel Applications Center (NAC)

THIS IS THE APPLICATIONS CENTER!

CommonTools

Modular Applications

Common Media Server

Switch Independent Standards Based Software Only (PVI)

ServiceCreation

ReportingUnifiedOA&M

UniversalLicensing

Messaging

Contact Center

Self Service

Unified Comms

Packaged Apps

Messaging

Contact Center

Self Service

Unified Comms

MPS

Symposium

MAS Apps

Co

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MRCP

CallPilot

CTI

Service Provider

Enterprise

Applications and ServicesClients

Creating the Inter-Human Web

> Open Interfaces> Innovation at the intersection of end user and networking> Differentiation through function

Unified IP Data and Telephony and Multimedia

Continuum…

> Convergence is driving new transformations

> Each delivers new challenges and opportunities

> Each requires new thoughts at the network level

> Omni-Networking is critical• Autonomic Networking• Federated Trust• Ambient Intelligence

Hyper-Interactivity

Virtualization Webification

NetworkConvergence

www.nortel.com/edholm-vision-series