This document discusses predictions for unified communications trends in 2011. It outlines top priorities for customers, service providers, and the channel. Key trends include the evolution of unified mobility, texting, and enterprise social networking. The integration of contextual speech recognition and video conferencing is also highlighted.

1. & Predictions
Joe Schurman
Vice Chairman, CompTIA UC Community
Independent Consultant
joe.schurman@me.com

3. 2011 Executive Strategy Engagement
Strategic Meetings Research & Analysis
Customers Products
– Financial Services – Platform (On-Prem, Hybrid, Cloud)
– Government – Video
– Healthcare – Mobile
– Retail – Contact Center
– Manufacturing – CEBP
– Automotive – Social Networking
– Energy – Speech
– Media & Entertainment – Context
Resellers Services
Solution Providers – Infrastructure & Deployment
– Hosting
Vendors
– Application Development
– Premium Support

4. Top of Mind for the Customer
UC Platform
Platform, Cloud, & Co-existence
Integration, CEBP, & UC Applications
Mobile & Virtual Workforce
Meeting end-user device demand
Tough economy + General cutbacks = No offices
Video & Telepresence
2011 marked the video-conferencing technology revolution!
Contact Center
Demand for $1M Contact Center is over!
Enterprise Social Networking
Making Facebook, Linked-In, & Twitter productive.

5. Top of Mind for the Service Provider
Infrastructure & Deployments
Margin & Rates to compete with Hosted Offerings
Did pilots kill production?
Application Development
Realization of another gold mine
Difficulty in keeping up with ever-changing platforms
Hosting & Cloud
Not the next frontier, The frontier!
Where’s the beef….I mean voice?
Premium Support
Profitable add-on service
Incentivized by vendors

6. Top of Mind for the Channel
Complete market shift
Startups & Newcomers level the playing field
Maintaining Value
Adopting new UC practices to maintain relevancy
Sales Re-engineering
Focus on the UC consultative sale
Cloud
How to resell the cloud
UC Applications
The next UC Channel frontier!

7. Unified Communications
Market Trends

8. Market Trends – Trend Setters
Apple
– Defined & Re-defined Everything
– Introduced Personal UC
Microsoft
– Office 365 took the cloud by storm
Polycom & Vidyo
– Forever-changed video-conferencing
Facebook
– Took control of us all
Cisco
– Defined Cloud Building Blocks
eZuce
– Made UC Open Source

9. Market Trends – UC Evolution
Unified Mobility
– Transitioning communications across modalities
Unified Texting
– Incorporating SMS & Short Video into the UC mix
Enterprise Social Networking
– The new UC conversation starter
CEBP & UC Applications
– Innovation through existing business processes
– UC Applications in the AppStore
UC & Video Federation
Cloud Contact Center
@jschurman
Personal Unified Communications

10. 10

11. Customizable API-based
interface enabled on any
desktop operating system
or browser application.
Contextual
Speech
Noun Recognition
Aurix is a leading
specialist in true phonetic
enabled Video
search technology
solutions to gain
operational efficiencies,
competitive advantage
Conferencing
and peace of mind
with content
The Aurix audio search
engine SDK is based on
advanced phonetic
aggregation.
search technology rather
than common speech-to-
text systems that use
(LVCSR) techniques.
Touch-enabled
John Sanders
Business Manager
Jenny Williams
Sales Specialist
Cathy Ngyuen
Sales Director
Alan Voit
Sales Specialist
Video Conference
with configurable
London, UK New York, NY New York, NY New York, NY
live view windows.
Social Networking
and/or Portal
integrated Documents
with Cloud-sync
support.

12. Touch-enabled Mobile Wi-
Fi, 3G, 4G enabled Audio,
Video, IM Conferencing.
HD or VGA- Contextual
enabled Mobile
Video
Context Speech
Conferencing Mobile Control
Detailed
Recognition
Wikipedia
with Active
Desktop Control
description of enabled Video
that context.
Speaker Conferencing.
Window.
John Sanders Jenny Williams Cathy Ngyuen Alan Voit
Business Manager Sales Specialist Sales Director Sales Specialist
London, UK New York, NY New York, NY New York, NY
Continuous
Conferencing Soft and Hard
through FMC & Keyboard
Handoff service enabled to
to/from desktop support Mobile
conferencing. IM and Group
Chat sessions.

13. Live, Hosted Chat with Remote Agent
Audio, Video, & IM service enabled with
customizable user, admin, & agent UIs.
Web-based Aggregated
Admin Console Presence
enabled with enabled with
built-in Contact Center
recording & routing based
reporting on Agent and/or
services. SME
availability.
Contextual-
based SME
Finder Chat
service.
Language-aware, speech-enabled
translation services with CEBP
integration into business applications.

14. Presence-enabled social networking sites,
groups, and pages connecting users through
familiar interfaces with multiple modalities.
Custom, Contextual
presence-based based
actions and conversations
capabilities. with SMEs

15. Touch-enabled &
customizable API-based
interface enabled on any
tablet or mobile device.
Tab-based
design to switch
between charts.
HIPAA
compliance-
enabled
recordings.
Charts and
readings to share
between
physicians.
Active Speaker Physician-to-
& Multi-party Physician Group
Audio/Video. Chat & IM service.

16. OneTouch UltraEasy
Input Blood Glucose
Levels.
Blood Pressure
Monitoring Cuff
Connection &
Active Heart
Monitoring.
Onsite Tech
Stethoscope
connectivity.

17. Live & Recorded Audio
& Video for On-
Demand Session
Playback.
Customizable API-based
interface enabled on any
tablet or mobile device.
Professor-focused HD-
Training, Educational Active Speaker with Multi-
Software, and Portal party Audio/Video
integration for session Student/Attendee support.
documents.

18. Post-session rating
system for search,
Touch-enabled retrieval, and tagging
audio/video efficiency.
conferencing service
On-Demand Playback
service with Audio
Points for Direct
Content access.

19. Dash and detachable
mounted tablet device
with built-in safety.
Audio Speech-activated
Conferencing command system.
with Park-
sensing Video
Conference
service.

21. Docs