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.

1. From Unified To Social
Communications & Collaboration
Pim Bilderbeek
Principal Analyst, The METISfiles
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012

2. Transition
• Legacy
Present • Cloud
• Silo • Social
• Fixed • Mobile
Past Future
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012 2

3. Enterprise Vision
Connected Worker
Elastic Enterprise
Partner Ecosystem
• Adaptable to • Employer and • Networked
changes in employee community
economy and • Digital skills and • Mutually
strategy knowledge interdependent
• Flexible workforce • Flexible and virtual • Fluid partner roles
• Fluid partner • Mixing work and & responsibilities
ecosystem play • Performance driven
• Globally distributed • Location by network
business functions independent characteristics and
• Virtual teams • Bring their own IT structure
• Outsourced non- • Multiple • Distributed
core functions communication intelligence
• Multiple channels channels • Influence through
to customer combined behavior
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4. Enterprise Reality
• 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
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5. From Unified To Social
Communications & Collaboration
Stage 1 Stage 2 Stage 3 Stage 4
Social
Communications &
Unified Collaboration
Communications Multiple devices with
Multiple devices with single interfaces
single interfaces integrating a mix of
Mixed integrating a mix of multimedia
Communications multimedia communications,
A mix of devices and communications apps collaboration, social
multimedia on a unified networking, and
communications infrastructure business apps on a
Separate applications across a cloud based
Communications mix of infrastructures infrastructure
Separate stacks for
voice and data
applications
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6. Social Communications & Collaboration
CRM
Video
Business
Web
Mobility conferencing
IP Messaging
Telephony
Social media
On-premise Hybrid Cloud
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012 6

7. Single Dashboard
Interface
Management
Presence Alerts Communications
Search
App App App App App App
Directory
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8. Two Paths
• Build own unified environment
• Bring own mobile device
• Use consumer technology
• Use social media
BYOIT • + ….
• Install IP Telephony IT Roadmap
• Add video conferencing
• Add collaboration
• Add mobility
• + ….
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9. Ecosystems, Hubs, Connectors
CRM
Video
Business
Web
Mobility conferencing
IP Messaging
Telephony
Social media
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10. Recommendations
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
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11. Four Scenarios
elastic
enterprise
Disconnected Elastic
Worker Enterprise
unplugged worker worker connected
Siloed enterprise Disconnected
Enterprise Enterprise
fixed
Avaya – Uppsala, Oslo, Copenhagen – Spring 2012 11

12. One Strategy
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