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Migrating to Unified Communications: Best Practices Revealed!
Migrating to Unified Communications – Best Practices Revealed! Rohit Partha, Industry Analyst ICT Frost & Sullivan Asia-Pacific 25 May 2012
Today’s Presenter Rohit Partha, Industry Analyst Frost & Sullivan• Rohit’s expertise is in the financial and operational due diligence, market strategy, new product development and cost analysis.• He has over 7 years of consulting and industry experience in technology and outsourcing with large MNCs across US and Europe.• Currently he’s involved in research and consulting projects in this space at Frost & Sullivan. 2
Agenda 1 Benefits of UC 2 Factors Inhibiting Adoption of UC 3 Challenges in Deployment 4 Best Practices in the Migration Process 5 Case Study of a Successful Deployment 3
Key Elements of Unified Communications Unified Communications Within Outside the Unified Messaging the Enterprise Enterprise Mobility Conferencing & Collaboration Presence Presence Presence Unified Client Contact Center Presence Email Enterprise Telephony Unified Communications (UC) is the integration of the various tools and applications used within an enterprise and with external partners for business communications. 4
Well Known Benefits of UC Operational • TCO benefits from a single network infrastructure • Hosted UC services - efficiencies • Reduce upfront investment • Mitigate technology risk • Reduce time required for deployment • Allow for easy scalability • Employees able to reach one another and share information Business through IM, conferencing etc. enhancement • Acceleration in decision-making, more efficient and streamlined workflows • Increased worker satisfaction, employees able to easily and User quickly select most effective and efficient means of communication productivity • Ability for UC enabled workgroups to interact and collaborate more effectively leading to quicker time to market 5
Factors Inhibiting Adoption of UCUnclear understanding of the Complexity of solutionsbenefits • Enterprises have large investments in• Business case based on soft ROI like communications productivity • Complex nature of UC deters• IT managers do not have clear strategy to enterprises not keen to introduce more demonstrate this complexity InhibitorsLack of IT budget High upfront and ongoing costs• Low economic sentiment has resulted in • High initial investment and same or less IT spending maintenance costs with respect to on–• Enterprises moving away from looking at premise solutions IT as strategic tool • Difficult expense to justify in weak economic times 6
Common Challenges Faced in UC Deployment Challenges Mitigation • Existing security mechanisms • Perform risk assessment before Security may sufficient to handle implementation. Assess where threats and attacks specific to additional support is needed to UC protect the organization from attack • Lack of interoperability has • Look at technologies on open remained a challenge standards Interoperability • Enterprises need to turn to • SIP protocol acts as single system integrators each time a communications protocol layer new solution is deployed for all UC elements • Gains as a result of UC are • Use the ROI process to capture mostly intangible such as Measuring ROI costs before and after productivity and efficiency implementing UC • Challenging to put a number to these gains 7
UC Implementation Options Clearly understand communications objective and how different business Objective processes interrelate. Gradual adoption Expand functionality and extend life Phased of existing infrastructure Blend implementation of Incremental, cost-effective method and extend Individual UC for increasing operational efficiency Key benefits UC components Ease the adoption processImplementation Options Completely revamp and eliminate Complete Rip and constraints of the older system replace replacement of existing communications Operational savings through efficient infrastructure in one management, security and better swoop control 8
Best Practices in the Migration Process Path to successful deployment and implementation should include best practices learnt from those organizations that have already been through this process Enterprises that are realizing value from their UC programs are succeeding because they’ve followed some basic, common-sense practices. Four of these best practices are: Assess current Align IT state of Evaluate right Manage investment with organization’s technologies organizational business IT for business changes strategy infrastructure 9
Best Practices in the Migration Process 1 2 3 4Aligning IT investment with business strategy Work environments for information workers keep changing to include Business any combination of locations assessment A business assessment that evaluates communications patterns of the employee base is critical Business processes should be evaluated to identify where latencies exist due to human interaction and communication A clear roadmap for UC implementation can help businesses manage Up-front expectations and be sure that time frames are realized planning Up front plan should also consider whether some commodity services might need to be outsourced, so corporate knowledge resources can focus on strategic UC applications 10
Best Practices in the Migration Process 1 2 3 4Assessing current state of IT infrastructure Road to migrating to UC begins with a review of existing telecom and data infrastructures, Devices devices used, and servers supported Depending on the type of UC applications to IT manage- be deployed, the data network will need to be Servers Review ment assessed for voice and video performance systems IT and telecom management systems also need to be carefully reviewed so that they can Network properly manage the integrated UC environment 11
Best Practices in the Migration Process 1 2 3 4Evaluating the right technologies Solutions should ideally be interoperable that lets the enterprise Leverage existing IT infra leverage existing IT infrastructure and communications technology As the mobile workforce of an organization grows and more enterprises Mobility grapple with BYOD trend, UC solutions must deliver a seamless support communications experience across applications, devices and locations Solutions must meet the needs of all users each having very different Flexibility & communications needs. A UC solution must also scale easily to provide scalability the highest level of service To ensure low TCO, maximum security and reliability, the solutions must include simplified management and provisioning with the full Manageability range of tools to configure and control all aspects of the solutions centrally 12
Best Practices in the Migration Process 1 2 3 4Managing organizational changesEnterprises must be prepared to address changes in the organization as part of this migration. Thereneeds to be enterprise buy-in from the business units that will be affected by the UC deployment. Finding the right champion in IT or business units who is seeking to Find the right champion establish UC capabilities to support a business initiative will ease adoption Selective implementation of functionality for specific projects, job tasks or Pursue a lines of business is a good way to start the roll out selective A staged UC deployment can be more budget friendly, help mitigate implementation risk, and allow organizations to adjust their strategies and priorities along the migration path Establish cross- Cross-functional teams can help in communicating the benefits across the functional teams organization as well as to customers, partners and suppliers 13
Case Study: Successful UC Deployment in a LeadingMalaysian Shipping Line Shipping player wanted to tap the benefits of UC to enhance and integrate its Situation communications systems for its 8000 employees across the worldMove to unified communications motivated by corporate strategy of Managing costs Aligning IT with business strategy Reduce carbon footprint of the group Improve productivity and collaboration Pursuing a selective Pilot project was implemented to test out the extensive features of implementation UC productAn avenue to collaborate and communicate with fellow colleagues Scalability andand business partners flexibility Leverage existing infrastructure Integrated UC applications with existing video conferencing solutions 14
Obstacles to Successful UC Migration Lack of alignment between business goals and Management what the technology can deliver Disruptive factors Unclear communication on the implications and benefits to end users End User Absence of cross functional team to get user buy in Wholesale rollout of comprehensive UC solutions as opposed to selective implementation IT Upfront planning to ensure that migration does not disrupt business 15
Key Take-aways UC increases efficiency of distributed teams, reduces travel time and expenses, and also eliminates some communication barriers Pre-implementation, the key is to understand how communication objectives of the organization and how business processes interrelate Blend and extend approach: Enterprises should take into account which areas of communication would benefit most from the improvement Rip and replace approach: Despite the immediate pains, enterprises should be confident that it will lead to the ultimate goal: competitive advantage Managing organizational change is key to seeing benefits. Ultimately up to users to reaping the benefits of UC!!! 16
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