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Ubiquitous connectivity has its benefits, but in the enterprise it also introduces the danger of information overload and communication breakdown. Businesses need to look to consumer social hubs and evolve their communications solutions from separate silos to an integrated mix of devices, apps and solutions on a cloud-based infrastructure.
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From Unified To Social Communications & Collaboration
Pim Bilderbeek
Principal Analyst, The METISfiles
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Transition
2
• Legacy
• Silo
• Fixed
Past
Present • Cloud
• Social
• Mobile
Future
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Enterprise Vision
3
Elas
tic
Ente
rpri
se
•Adaptable to changes in economy and strategy
•Flexible workforce
•Fluid partner ecosystem
•Globally distributed business functions
•Virtual teams
•Outsourced non-core functions
•Multiple channels to customer
Co
nn
ecte
d W
ork
er
•Employer and employee
•Digital skills and knowledge
•Flexible and virtual
•Mixing work and play
•Location independent
•Bring their own IT
•Multiple communication channels
Part
ner
Eco
syst
em
•Networked community
•Mutually interdependent
•Fluid partner roles & responsibilities
•Performance driven by network characteristics and structure
•Distributed intelligence
• Influence through combined behavior
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Enterprise Reality
4 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
• Multiple countries, different sets of IT infrastructure
• Four generations of users, digital ignorants <-> digital natives
• Many cultures and languages with different communication and collaboration behavior
• Several departments with separate and distinct business processes
From Unified To Social Communications & Collaboration
5 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Separate Communications Separate stacks for voice and data applications
Mixed Communications A mix of devices and multimedia communications applications across a mix of infrastructures
Unified Communications Multiple devices with single interfaces integrating a mix of multimedia communications apps on a unified infrastructure
Social Communications & Collaboration Multiple devices with single interfaces integrating a mix of multimedia communications, collaboration, social networking, and business apps on a cloud based infrastructure
Stage 1 Stage 2 Stage 3 Stage 4
Social Communications & Collaboration
6 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
On-premise Hybrid Cloud
CRM
Video
Web conferencing
Messaging IP Telephony
Social media
Mobility
Business
Single Dashboard
7 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Interface
Presence
App App
Alerts
App App
Communications
App App
Directory
Man
agem
ent
Search
Two Paths
8 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
• Install IP Telephony • Add video conferencing • Add collaboration • Add mobility • + ….
• Build own unified environment • Bring own mobile device • Use consumer technology • Use social media • + …. BYOIT
IT Roadmap
Ecosystems, Hubs, Connectors
9 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
CRM
Video
Web conferencing
Messaging IP Telephony
Social media
Mobility
Business
Recommendations
10 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Improve the communication and collaboration experience
• attract talent
• boost productivity and innovation
Satisfy enterprise and employee needs
• employee adoption most important measure of success
• implement proper training and education to increase user acceptance
Social communication and collaboration solutions
• flexible solutions, based on multiple vendors
• hubs, connectors, ecosystems, openness
• support different generations and their specific preferences
• independent consultant-led approach
Four Scenarios
11 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
Disconnected Worker
Elastic Enterprise
Siloed Enterprise
Disconnected Enterprise
elastic
connected
fixed
unplugged
ente
rpri
se
worker
ente
rpri
se
worker
One Strategy
12 Avaya – Uppsala, Oslo, Copenhagen – Spring 2012
