How VOIP, UC, and Mobility are Enabling the Distributed ... · Why the Savings? •Initial...

How VOIP, UC, and Mobility are

Enabling the Distributed Enterprise

Robin Gareiss

Executive Vice President & Sr. Founding Partner

Nemertes Research

. © Nemertes Research 2011 www.nemertes.com

• Analyze & quantify the business impact of

emerging technologies – Prove/disprove compelling hypotheses annually

– Benchmark reality: Conduct in-depth interviews with

IT leaders

– “Nemertes 200” benchmark profile • 16 industries; range of company sizes

• More than half have global operations

• Advise Fortune 100-2,000 businesses on

critical IT issues, such as:

– Unified Communications & Social Computing

– Next-generation WANs

– Wireless & Mobility

– Data Centers

– Cloud Computing & Managed/Hosted Services

– Application Delivery Optimization & Virtualization

– Security

• Cost models, RFPs, architectures, strategies

• Founded 2002

Introductions: About Nemertes


UC, VOIP & Social Computing: Key Findings

• UC still lacks a quantifiable business case

• UC deployments largely flat year over year – IM/Presence & Web conferencing are most widely deployed applications

• Social computing still a stand-alone project – Marketing driving social spending positively correlates with success, but marketing efforts usually outward facing

• Microsoft Lync of interest to IT shops, but primarily for IM/presence/desktop UC – 56% evaluating/deploying/planning to deploy

– Only 4% planning Lync as a telephony system replacement

– 52% have no plans for new telephony system in the next 3 years

• VOIP Management is important to operational success


Unified Communications

Integration of any or all

communications, collaborative,

and business applications.

Presence guides users to the

most appropriate means of

communications

Mobility extends applications

and integration of applications

Communications-Enabled

Business Processes improve

productivity


UC Technology Architecture & Evolution

VOIP

IP Video

E-mail

Presen

ce

IM

Web conferencing

IP CC

Social Computing

Fixed Mobile Convergence

Communications-Enabled Business Process

Management, Directory, Security

UM

Co

mm

on

Pro

toco

ls (SIP, S

IMP

LE

, XM

PP

)

Handsets

Web portals

Office productivity apps

User Interfaces

Dashboard Desktop video

IP audio conferencing

Telepresence

UC Deployment: Little Change from 2010

Little

change:12.5% No

Plans in 2010


UC Capabilities in the Branch


Determined a Business Benefit for UC?


UC Success by Success Factors

Overall

Mean:

3.38


VOIP Adoption


55.1% Fully deployed

or growing

rollout

Microsoft Lync Plans


New Telephony System: When?


Lync As a Telephony Replacement


Whatever Vendor: Management is Key

• Seven years of gathering VOIP cost data

– Limited UC cost data in past 3 years

• Data in this presentation based on:

– 225 live interviews

– Supplemented with Web-based survey of 1,300

companies

• Ask IT leaders for the following costs:

– Implementation

– Capital

– Operational

• Ask IT leaders how they manage their

VOIP systems

• Conduct correlation analysis


Operational Costs Correlated With Management


$1,194

$758

$585

$- $200 $400 $600 $800 $1,000 $1,200 $1,400

No tools

IP PBX tools

Specialty tools

Operational Costs of IP Telephony (per end unit) by Management Strategy

Implementation Costs With Correlation


$523

$384

$300

$- $100 $200 $300 $400 $500 $600

No tools

IP PBX

Specialty

Implementation Costs (per end unit) by Management Strategy

Why the Savings?

• Initial configuration

– Standardize on design, naming conventions, dial plans

– Load configuration data once, propagates through IPT, UC,

voicemail

• Asset management

• Voicemail deployment

• Automation of administration changes

• Predictive analysis

– When is the environment ripe for problems?

• Root-cause analysis

– Why is this problem happening? Knowledge base helps


Social Computing Architecture


Enterprise Social Plans: Most Doing Something


Social Budget Holder: All Over the Map!


Marketing Controls Social = Best Success


Overall

Mean:

2.87

Mobility

Video Desktop video

Room-based video

Telepresence

Mobility: A Holistic View

Voice

Phones

Audio conferencing

Messaging Email

Instant Messaging

Unified Messaging

SMS

Document

Sharing Document repositories

File shares

Search

Web conferencing

Social Networking

Blogs

Wiki

Microblogging


Key Considerations

• Device ownership

– Employee or corporate ownership? Liability? Loss?

• Device types

– One device or multiple devices?

• Phone number ownership

• Application support

– One OS or multiple OS and platforms?

• Carrier contract negotiations

– One or multiple carriers?

• User support

• User profiles

• Alignment with other corporate groups


UC-Mobile Integration: Lot of Interest


Mobility Spend 2011-2012: Still Strong

Mean increase of

17% for those

reporting an

increase.


Users With Wireless Devices: 2011


34.2% have

>50%

72.9% plan

to increase

users in

2012

Wireless-Only Users on the Rise

36%

increase in

wireless-only


Wireless Devices: Who Pays?


Success By Device Ownership


Personal Use of Corporate Devices: Yes


Personal Use: Handling Taxes


MDM Plans


Success by MDM Use and Plans


MHS Adoption Trends

• Reflects percentage of companies using managed/hosted services in any technology area

• 40% say they plan to add more services in 2011, but nearly all already use managed/hosted

services and are adding more

• Percentage of growth will slow for new companies adding MHS, but growth in new services

for existing MHS users is strong.

27%

46%

63%

73%

87% 91%

94%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2007 2008 2009 2010 2011 2012 2013

(Projected) Managed/Hosted Adoption, 2007-2013



Drivers for Using MHS

Combined total 69.7%

Closing Thoughts

• Build a business case for UC

• Most successful UC deployments pay attention to user

satisfaction above all other factors

• VOIP is mature, but still many companies deploying

– Evaluate Lync for desktop; be cautious with enterprise voice

– Management and monitoring tools are vital to reduced operating costs

• Convince Marketing to own social computing budgets; projects

will be more successful

• Mobility is huge—evaluate your strategy carefully

– Tax implications

– UC integration

– MDM deployment

• Consider managed services

Thank you!

[email protected]

Robin Gareiss

Executive Vice President & Sr. Founding Partner

Nemertes Research

How VOIP, UC, and Mobility are Enabling the Distributed ... · Why the Savings? •Initial...

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