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UC for the SMBPanel Discussion
Frank Stinson - ModeratorPartner & Sr. AnalystIntelliCom Analytics
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Focus Of This Discussion
• Introductory Presentations
• Panel Discussion Addressing Key Questions SMB Organizations Face Relative To Implementing Unified Communications (UC):
– What is UC, and what tangible new capabilities does it provide?
– How can UC help solve the day-to-day internal business issues an SMB faces in today’s challenging macro-environment?
– How can UC enhance an SMB’s competitive positioning in terms of providing value to customers and attracting top talent?
– Do current voice platform architectures provide a credible path to UC, or should users be holding out for future offerings or looking to non-traditional providers?
– What do SMBs planning to implement UC today need to look for in selecting a provider?
• Audience Q&A
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SMB Decision Makers Have Historically Viewed Core Vendor Capabilities And Stability As The Most Important Factors In Selecting A Voice Provider
Top Vendor Selection Criteria by Importance(All Global Regions, 20-100 Employee Size)
“Which of the following considerations are the first, second, and third in importance to you in selecting a business communications platform provider?”
The corporate stability, market share position, and strategic direction of the providerThe features and functionality of the provider’s current platformsThe deployment flexibility and migration options offered by the providerThe extent to which current platforms provide a foundation for next-generation applications and capabilitiesThe ability of the provider to support advanced applications such as Unified Communications and the integration of voice features into business processes
The ability of the provider to deliver comprehensive solutions incorporating converged infrastructures and applications, multi-vendor integration, and a full range of support services
1st
Priority2nd
Priority3rd
Priority
0%
20%
40%
60%
80%
100%
1st
Priority2nd
Priority3rd
Priority
Top Vendor Selection Criteria by Importance(All Global Regions, 101-250 Employee Size)
0%
20%
40%
60%
80%
100%
N = 920, IntelliCom Market DashboardSM
/ TMC Survey, September 2007
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Core Call Control Core Call Control PlatformsPlatforms
Supporting Supporting InfrastructureInfrastructure
End User DevicesEnd User Devices
Centralized Centralized Management & Management & ProvisioningProvisioning
But Emerging Unified Communications (UC) Solutions Have Started Shifting Customer Decision Drivers Toward Business Benefits
MessagingMessaging
PresencePresence
ConferencingConferencing
CollaborationCollaboration
MobilityMobility
Integrated ClientsIntegrated Clients
Com & Business Com & Business Apps ConvergenceApps Convergence
Event/Process-Driven Event/Process-Driven AutomationAutomation
Reduced LatencyReduced Latency
Creation of New Creation of New Services & Revenue Services & Revenue
StreamsStreams
IP TelephonyIP TelephonyUnified Unified
CommunicationsCommunicationsBusiness Process Business Process
IntegrationIntegration
Infrastructure Convergence
WorkforceProductivity
Business Transformation
Business Driven Needs
Technology Driven Needs
These are Not Necessarily Successive Deployment Phases, as BPI Can Form the Basis of Customer Decisions Today While also Pulling Through Standard UC Applications
Source: IntelliCom Market DashboardSM
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Application / Feature User Attach Rates, Annuity Revenues
Devices / Licenses Shipped
Lines / Ports Shipped
Key Business Model Metrics
Business Process Optimization, User Experience, Incremental Business Revenue
and Benefits
Business Process Integration, User
Productivity, ROI / TCO
Reliability, Functionality
Key End User Decision Attributes
Applications / Solution Design and Integration, Innovation
Services Management
Shared Responsibility Management (Managed and Hosted Services)
MaintenanceServices Focus
Open Servers, SOAs, Communication and
Business Applications w/Integrated Voice Features
Proprietary Servers and Appliances
Central ProcessorSystem Architecture
Enterprise Community / User-Centric
Network and Enterprise-CentricSite-CentricDecision Focus
Voice as a FeatureVoice as an ApplicationVoice as a SystemPosition of Voice
TDM IP TelephonyBusiness
Communications Software (BCS)
Source: IntelliCom Market DashboardSM
UC Is Part Of A Broader Industry Shift Toward Software-Centric Delivery And Business Models That Will Provide Key Enablers For Its Implementation
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This Shift Will Reorder The Current Competitive Landscape, As Some Traditional Voice Providers Will Be Unable Or Unwilling To Make The Transition
SolutionDelivery
Index
SustainabilityIndex
SiemensCisco
Avaya
3Com
Nortel
Alcatel-Lucent
Microsoft
NEC
ShoreTel
Mitel
IBM
Deficient
Challenged
Competitive
Well-Positioned
Differentiated
Toshiba
IntelliCom Market Dashboard: SMB Segment* Scores
*SMB Segment = 20-250 UsersSource: IntelliCom Market DashboardSM, July 2008
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Fully Proprietary
ProprietaryHardware
IndustryStandardHardware
Shrink-Wrapped Open Hardware
Delivery Delivery FlexibilityFlexibility
Call ControlCall ControlCustomizabilityCustomizability
Fully Open
Customized Open Source Solutions
Traditional TDM Systems
Box-Centric Approaches
Software-Centric Approaches
Customized BCS Delivery Models
“Cookie Cutter” Open Source Solutions
Peer-To-Peer Solutions
TDM/IPT Hybrid Systems
All-In-One Voice/Data Appliances
Native SIP IPT Platforms
Hybrid CPE/Hosted/SaaS Models
New Delivery Approaches From Both Traditional And Disruptive Competitors Will Increasingly Confront SMBs Regardless Of Their Intention To Deploy UC
Source: IntelliCom Market DashboardSM
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Reach Information
1259 Route 46, Building 1Parsippany, New Jersey 07054-4913
Main: 908-686-4477 www.intellicom-analytics.com
Frank Stinson 908-686-4066
Corey BrundageSr. Director of Product ManagementFonality
Fonality Unified CommunicationsAffordable UC Solutionsfor Small & Medium Businesses
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What is UC?
What is Unified Communications?
Unified communications integrate and extend real-time and non real-time person-to-person
communications throughout the enterprise and across the public telephone network and mobile
operator domain
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What is UC?
Unified Communications is…• Telephony• Unified Messaging• Desktop Client• E-mail• Instant Messaging• Audio Conferencing• Video Conferencing• Web Conferencing• Converged Conferencing• Notification Service• Personal Assistant• Rich Presence Service• Communications-Enabled
Business Processes• Contact Center• Mobile Solutions• Collaboration
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Why do I need UC?
Reasons to consider UC:
• Higher employee productivity: 75%
• Be more responsive to customers: 64%
• Better collaboration within the company: 60%
• Simple, faster, better feature integrations: 20%
• Lower communication costs: 34%
• Simplified service management: 12%
• Better coverage in key locations: 10%
• Avoiding technical obsolescence: 6%
• Regulatory compliance: 2% Source: State of the Market Report, Kubernan 2007
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Why do I need UC?
Higher Productivity, Lower Costs?
• Presence: Saves 32 minutes per employee, per day
• Softphones: Saves users $1,727 monthly by avoiding cell phone and long-distance charges; saved traveling employees 40 minutes daily; and saved 3.5 days per year by enhancing business continuity
• Unified Messaging: Saves 43 minutes per employee, per day; mobile workers save 55 minutes per day
• Conference: Saves 30% on outsource expenses, $1,700 a month on travel, and 30 minutes per conference when integrated into desktop applications.Source: Unified Communications Application: Uses and Benefits, Sage Research 2006
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Why do I need UC?
Average Benefits from Productivity Enhancements:
• 29% higher customer satisfaction
• 27% higher employee satisfaction
• 20% more time for mobile employees to do their jobs
• 18% more sales as a result of shorter cycle times
• 18% more time for desktop-based employees to work
Source: State of the Market Report, Kubernan 2007
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Fonality UC
UC for the SMBPanel Discussion
Randy BuschCEOJazinga Inc.
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SMB Unified Communications
Needs• Professional Image
– Need to be perceived as larger than they are
• Efficiency– Need to spend every possible minute on their business
• Value– Need acquisition and operational affordability
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VonageSkypeTelcos
Home
CommuniGateMicrosoft
Open Source-basedHosted ServicesMany others…
3ComAvayaCiscoNortelShortel
25 to 200 users Large EnterpriseUp to 25 users(SOHO)
Small businesses often require more functionality from their Communication systems than many enterprises yet they lack the technical expertise and financial resource to acquire, install and manage them.
Choice
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Telco installs dedicated lines
VAR install switch or Bix board
VAR configures NAT and QoS
VAR installs hardware
VAR configures hardware
VAR installs and configures
phones & PC software
$
5000+
Users plugs Jazinga into existing broadband
User plugs phones in
User configures their
system themselves
<$ 1000
VS
Traditional Approach Do-it-Yourself Approach
Elapsed TimeDays/Weeks
Ongoing changes to the phone system are completely under the control of the end-user and no longer require small but costly System Integrator involvement.
20 minutes
Cost
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Current market players Jazinga
Ease
2222
We need to change the way small businesses purchase, install and manage telephone and communication systems
• Simple acquire• Simple to install• Simple to maintain and administer
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UC for the SMBPanel Discussion
Bob KentChief Technology OfficerSpenser Communications
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American Business Environment is at American Business Environment is at A Tipping PointA Tipping Point
•The era of cheap energy and travel is dead• UC now fits the business litmus test: Make Money, Save Money, Build Client Loyalty• UC is just as viable for Small Businesses as it is for Large
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Communication Styles Communication Styles Changing DramaticallyChanging Dramatically
In Person
Phone
Pagers
Fax
V-Mail
IM
Texting
Web ConfVideo Conf
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
50's 60's 70's 80's 90's 2000's 2010's
Source: IBM 2007Source: IBM 2007
With the speed of business today, real time With the speed of business today, real time communications capabilities are essential to successcommunications capabilities are essential to success
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UC Pays Off
Completes 20% more reliabledonations with UC apps, IP
Softphone, VPNremote, mobility
Completes 20% more reliabledonations with UC apps, IP
Softphone, VPNremote, mobility
Work-at-home access allows nurses to do paperwork before or
after client visits
Work-at-home access allows nurses to do paperwork before or
after client visits
Consolidated 5 contact centers down to 2
Consolidated 5 contact centers down to 2
100% Elimination of real estate costs
7500 agents work form home
100% Elimination of real estate costs
7500 agents work form home
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BrowserBasedIM
Telephony Presence
MessagingConferencing
Streamlined Deployment
Simple Interface
UC Solutions include
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Everything at your finger tips allows you to Everything at your finger tips allows you to decide how to communicate before..decide how to communicate before..
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Reach Information
Bob Kent
Chief Technology Officer
800 East Arrow Highway626.593.3191
