The Enterprise Collaboration eBook: A How-to Guide to...

The Enterprise Collaboration eBook: A How-to Guide to Unified CommunicationsAn Allstream eBook

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Introduction by Shane Schick

1 The Future of Collaboration Today

Collaboration Defined

Business Drivers and Technology Trends

The Benefits of Improved Collaboration: 7 Proof Points

2 Transforming Your Collaborative Network

Getting Started

Configurations: Choosing Deployment Options for Your Business

Solutions to Enable Your Transformation

3 Deployment

The 5 Biggest Implementation Mistakes

What to Look for in a UC&C Partner

A Customer Interview: Vicwest

Why Allstream

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Table of Contents

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In more than 15 years of talking to CIOs I have never once heard of one being brought before their senior management team and told, “Do something to foster collaboration.” And yet, with so many options available today for unified communications and mobility, creating the right environment for team success has never been more critical to business success.

This is the first in a series of eBooks that focus on what Allstream is calling the three “Converging Forces” that are vital to IT departments in 2013, which in addition to collaboration include mobility and virtualization. In this eBook, you’ll find plenty of information in a practical, how-to format for IT professionals keen on taking their collaboration strategies forward.

Collaboration Comes of Age

How urgent is the collaboration challenge? Many organizations today see the role of IT as facilitating information flow on networks between computers, phones and offices, but not necessarily fostering team-oriented behaviour among employees. Although collaboration is a broadly defined term, business executives should also recognize how technology professionals can help build a more engaged, interdependent workforce. This eBook is intended to give technology professionals the blueprint they need to demonstrate this potential and redefine their role as providers of business value – not just of bits and bytes.

The Enterprise Collaboration eBook: A How-to Guide to Unified Communications Shane Schick, editor, expertIP

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From Allstream to expertIP and Beyond

Perhaps another reason collaboration has rarely been called out as a top IT priority is that, unlike a server, an application suite or even a desktop, CIOs and their teams have never had an owner’s manual for effective organizational collaboration designed around advanced networking.

Now you do.

This book was primarily written by subject matter experts at Allstream, who work every day with Canadian companies to create the kind of communications networks that enable next-generation collaboration. A related source of insight in this area is Allstream’s blog for IT professionals, expertIP, which has plenty of posts on new trends and industry directions in collaboration. I would encourage you to visit us at blog.allstream.com to choose from a wide range of in-depth information on this vital topic.

Shane Schick, editor, expertIP

March 2013

http://blog.allstream.com/

http://blog.allstream.com/

What? “In today’s mobile, distributed, fast-paced business world, unified communications and collaboration is becoming standard communication infrastructure.”

– Forrester Research report, “Unified Communications And Collaboration Is Poised For Growth As Demand Rises”

Why? “Collaboration is about connecting people wherever they are so they can be more productive and more creative. People become more accessible when technology is used to reduce human latency.”

– Mike LaPalme, Solutions Marketing Director, Allstream- AM 570 Interview

Who? “Every IT manager running a network is going to face the challenge of unifying their communications and leveraging them for competitive advantage.”

– Dax Nair, Marketing Director, Unified Communications, Allstream

When? “2013 is the year that UC will go mainstream.”

– Brownlee Thomas, Forrester Research

How? “IT professionals across Canada are called on to be leaders in their organizations, working with all their stakeholders to use collaboration to drive business success.”

– Grant Bykowy, Product Director, Network Applications and Security, Allstream

1 The Future of Collaboration Today

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Collaboration means different things to different people.

For employees, it means the power to collaborate across multiple platforms and advanced Unified Communications and Collaboration (UC&C) applications, connecting with colleagues and customers in different offices, cities and nations. For mobile workers, it means the freedom to collaborate from the desktop or mobile devices, wherever they’re working and at any time of day.

For IT professionals, collaboration offers a powerful set of capabilities that can be leveraged to address business communications and productivity goals today and into the future. It also presents new networking challenges for IT departments already burdened by limited resources and budget constraints.

Meeting the Challenge

Innovations in IP technology have made the concept of workplace collaboration a necessity for business success. The connectedness enabled by today’s IP networks and the UC&C applications they support have not only brought productivity gains to businesses in every sector, they have literally changed the ways people work and connect.

In this new globalized, 24-hour business environment, companies must equip their dispersed employees to work across offices, time zones and continents on multiple devices and applications. These challenges translate into very specific capabilities that change the nature of voice telephony on the one hand and desktop collaboration on the other. The diagram below illustrates how, with a suite of UC&C applications layered on a converged IP network, IT departments can enable employees to access advanced collaboration capabilities.

Collaboration Defined

Each of these solution components presents its own IT challenges, but taken together they call for a migration to a converged IP network that can prioritize voice and video traffic while delivering positive end-user experience across the organization.

Unified Communications & Collaboration Includes voice, video and data communications that

are integrated with desktop applications like presence and messaging on an integrated platform.

Voice Evolution k Single number displayedk Corporate directory and click-to-call k Abbreviated dialing (including softphones

& smartphones)k Personal call control k One voicemail (desk, softphone, mobile) k Same voice features across devices

(directory, short number dial)k VoIP including private VoWLAN/Wi-Fi

Desktop Collaboration Evolution

k Email k Calendars k Personalized contacts k Portal/intranet access k Cellular remote access

(mobile broadband)k One inbox (voicemail,

email, chat)k Instant Messaging (IM) k Presence (online availability) k Location-based apps

(GPS-enabled)k Integrated collaboration

(IP audio/video/web conferencing)

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Asking the Right Questions

There are many alternative paths forward that need to be considered before choosing a collaboration solution set that works for your business. Some key questions to ask:

k Do you have the network IP foundation and capabilities that can create a more productive workflow among dispersed employees, partners and customers?

k Do you have the in-house or partner expertise to build a network roadmap to help you coherently – and with low risk – achieve your collaboration goals?

k Do you have the resources in house or through partners to evolve your network today and for the future while managing costs and improving network performance?

k Which UC&C capabilities will deliver the most benefits to your business?

However you answer these questions, your collaboration strategy expectations should remain the same. You require solutions that address specific business needs and combine elements such as virtualization, cloud, mobile, SIP trunking and WAN optimization. By leveraging technologies to enable workplace collaboration and maximize your IT resources, you can compete better in the real world.

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of IT leaders agree that a majority of knowledge worker roles are suitable for desktop virtualization - Cisco IBSG, 2012

The benefits of data centre virtualization are now leading many IT decision makers to adopt desktop virtualization to improve end-point management, protect data and enhance business continuity strategies. Desktop virtualization also offers innovative ways to deliver unified communications and collaboration capabilities to every user, regardless of location or device. Such solutions can lead to dramatic performance implications to the WAN if a highly optimized network is not in place.

of CIOs expect to operate applications via the cloud by 2015 – Gartner

The economic and technology benefits of cloud computing are changing the way IT services are delivered and consumed. Accessing email via the cloud is now a common business and consumer practice, while more recently, enterprises have started adopting Unified Communications as a Service (UCaaS) to access UC&C applications in a modular fashion. UCaaS provides easy access to UC&C tools while delivering financial flexibility through a mix of capital and operating expense options.

68% 50% Virtualization The Cloud

Business Drivers and Technology Trends

76% of respondents considered BYOD “somewhat or extremely positive for their companies.” – Cisco

BYOD

Employees are increasingly using their own technology – hardware, services and even applications – on the job. It’s the trend known as “Bring Your Own Device (BYOD)” or the consumerization of IT. Tablet and smartphone usage is catching up to the traditional desktop in many sectors, while business is frequently conducted across consumer services such as Skype and Dropbox and applications like Facebook, Twitter and LinkedIn. This seismic shift presents multiple challenges and opportunities. There are efficiency gains and cost savings associated with employees using their own technology and accessing free services and applications, but the security and IT governance risks can be overwhelming without the right network infrastructure and procurement plan in place.

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Canadian workers will be fully mobile by 2015 – IDC

Worker mobility and the devices that support it are now a fact of everyday life, at home and in the workplace. Employees need access to information, networks and applications wherever they’re working and outside normal business hours. Your customers also expect to interact with your business from their mobility devices.

Business is also conducted today around the clock, globally and on multiple technology devices, with the expectation for quick response times. IT departments everywhere are challenged to meet the demands of this new 24-hour, mobile work paradigm while providing network security and regulatory compliance, often in multiple nations/regions at once.

14 million of workers use social media for business purposes at least once per week – IDC

Businesses are increasingly investing in knowledge workers to stimulate innovation and growth in a volatile economy. At the same time, they are employing a new generation of digitally savvy employees for whom being “social” is the new norm and serving customers who expect to interact with their favourite brands on digital platforms. Social business tools provide those businesses with the tools to support globally distributed work environments, improve employee and customer engagement, and leverage knowledge workers and communities in core business processes. However, these social tools bring a whole new set of enterprise security and privacy concerns.

57% Social Business Tools Mobility

Related Resources

k Watch this webinar on collaboration, virtualization and mobility. k Read this blog post on which sectors stand to gain the most from cloud adoption.

http://www.allstream.com/resources/webinar-the-perfect-it-storm-collaboration-virtualization-mobility.html

http://blog.allstream.com/who-will-and-who-wont-win-in-the-collaboration-services-space/

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1 Be More Productive

76% of respondents said that deploying more mobility tools increased employee responsiveness and decision-making speed – “The Expanding Role of

Mobility in the Workplace,” a study conducted by Forrester Consulting on behalf of Cisco, February 2012.

You can increase productivity and accelerate decision making on important projects by enabling your employees to instantaneously pool their efforts and share information from desktops, laptops and hand-held devices. Presence and messaging applications reduce time-consuming email and phone mail. Virtual meeting capabilities reduce commutes to and from work and between branches, customers and partner sites.

2 Hire the Best People – Wherever They Are

90% of employees now work outside corporate headquarters – McKinsey

With the right collaboration and mobility tools in place, you stand a better chance of hiring the most talented professionals for key positions, even if they don’t live within regular commuting distance. Organizations of all sizes can now expand their range of employee expertise without opening new offices, providing dedicated work spaces, and, in some cases, buying new equipment.

3 Keep Your People Engaged

37% of respondents specifically cite telecommuting as a deciding factor in choosing one job over another – Robert Half International Survey

By giving your people anytime, anywhere access to your network, you encourage them to stay engaged with ongoing projects across your organization. A fully collaborative workplace helps employees strike a better work-life balance – and improve employee retention rates – by enabling flexible office hours and making time for life obligations.

The Benefits of Improved Collaboration: 7 Proof Points

“Large and small businesses are beginning to look at collaboration as a way to become more productive, more efficient and more competitive overall.”

– Grant Bykowy, Director, Network Applications and Security Services Product Management

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4 Reduce Costs

$2,500 per employee: the estimated annual savings accrued by allowing an employee to telecommute once a week – Cisco IBSG Horizons Study

A fully converged communications infrastructure saves you capital expenses on equipment and network connections, lowers long distance and mobility charges, and saves on business travel and training expenses by connecting co-workers, clients and partners via video- and teleconferencing. By creating more flexible office arrangements and empowering your mobile workforce, you can lower your organization’s real estate and utility costs through desk sharing and a need for less office space.

5 Accelerate Innovation

86% of executives say that UC&C technologies have improved innovation in their companies – Frost & Sullivan

Advanced UC&C capabilities allow dispersed colleagues and stakeholders to quickly come together to make decisions, brainstorm initiatives and work on multi-stakeholder projects. This dynamic collaborative model will increase interaction among your in-house experts and encourage innovation from all stakeholders. And by extending your collaboration network to your suppliers and customers, you can reduce the time it takes to deliver those new ideas and products to the marketplace.

6 Improve Customer Experience

92% of customers are more likely to keep doing business with a vendor that improves service and support levels – Accenture

To stay competitive, you need to serve customer needs with easy to use, repeatable and completely reliable and secure interactions, preferably through multi-channel access points. UC&C tools give your customers quick access to the right people, improving customer service and response times and generating more return business and positive word-of-mouth. Social business applications also encourage customer interaction and provide your people with valuable insights through the ability to collect customer data.

7 Strengthen Business Continuity Planning

81% of companies surveyed include remote access technologies in their disaster recovery strategies – “Benchmark The Performance Of Your Business Continuity Program,”

Forrester Research, September 10, 2012

You can keep your business operating and stay connected to customers even in a crisis by enabling your people to work from remote sites via instant messaging, desktop file sharing and other UC&C tools. They can also hold virtual meetings even if they can’t make it into work.

2 TransformingYour Collaborative Network

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The successful transformation of your enterprise network into a truly collaborative environment requires careful planning and involves many considerations.

Getting Started

What are the most important considerations when planning your network transformation to a fully collaborative model? Where should you start? The details of the planning process depend to a great extent on your organization’s priorities and IT practices, but you need to identify which considerations apply to your particular network and goals before you start.

Figure 1 (below) summarizes some key considerations when starting your transformation process. Think of it as a matrix to proceeding with your plans to take your collaboration strategy to the next level.

The 4-Stage Approach to UC&C Deployment

Successfully deploying a UC&C solution on a converged IP network foundation involves a methodical four-phased approach: 1. assess your requirements; 2. connect your business and people;

3. secure your information without compromising flexibility; and 4. manage your IT infrastructure.

Assess

Business Objectives Consider the key objectives of your network transformation. Common goals include:

Business Goals

User Group Needs

UC&C End Points

UC&C Technologies

Deployment Models

Security

Network Infrastructure

IncreaseProductivity

RoadWarriors

Tablets

CollaborationApps

OnPremises

SessionBorder Control

WAN

Drive Innovationand Growth

CampusNomad

Laptops

Managed

SIPGateways

InternetAccess

ControlCosts

OfficeWorker

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Cloud

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Improve CustomerSatisfaction

Teleworker

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IM Presence Conferencing Messaging Telephony VoIP TDM

VPN IPS

LAN ApplicationOptimization

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k Cost reductionk Improved productivityk Better customer service

k Innovation k Business growth

Figure 1

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User Group Needs It’s important to consider if your network users will need to connect from various locations on different devices or even networks. Possible network user types include:

k Road warriors – workers connecting from the road through wire-line or wireless networks, normally using VPN access clients with their devices.

k Campus nomads – these workers roam and connect from any corner of the campus. They normally benefit from a robust WiFi infrastructure.

k Office workers – traditional model workers that perform most tasks from their desk.

k Teleworkers – employees who work from home or remote offices and require high-performance VPN access.

Connect

UC&C End Points Different end points and devices often require different collaboration client software and support different applications capabilities. End points include:

UC&C Technologies You need to make an accurate inventory of your current UC&C applications and platforms to help determine what needs to be added to increase collaboration and productivity across your network. Technologies to examine include:

Network Infrastructure Assessing the quality and depth of your network infrastructure is an essential step to transformation. The platforms and access interfaces that comprise the baseline for a collaborative network environment include:

k Instant Messaging

k Presence

k Conferencing

k Collaboration applications

k Messaging

k Telephony

k VoIP

k TDM

k Tablets

k Laptops

k Desktops

k Smartphones

k WAN k Internet accessk SIP trunking

k LANk Application and

Network Optimization

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SecureSecurity Security is critical to a successful deployment of UC&C. Your network may already have built-in security elements that support collaboration applications. The following network components will normally include security provisions:

k Session Border Controllers (usually associated with encrypting SIP applications).

k SIP Gateways (normally deployed as interfaces between IP and TDM telephony).

k Firewalls (hardware appliances or installed software).

k Virtual Private Network (VPN) (essential for communication with remote workers).

k Intrusion Prevention Systems, which identify malicious activity, log information about activities, attempt to block/stop activity, and report activity.

k Identity Management Systems.

Manage

Deployment Models Deciding how to manage your UC&C technologies is an essential step in enabling a more collaborative environment – it’s about who owns, hosts and manages the infrastructure elements. The options are:

k On-premise

k Managed CPE

k Fully Hosted

k Cloud

k Hybrid

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Configurations: Choosing Deployment Options for Your Business

The evolution of cloud computing has opened multiple avenues for deploying UC&C solutions. Today, the options include:

k On-premise or Customer Premise Equipment (CPE) – you own and fully manage the hardware and software.

k Managed CPE Services – you own the equipment on your premises but a service provider manages it.

k Fully Hosted Unified Communications – your equipment is hosted in a dedicated environment at a service provider’s site. The service provider manages the solution.

k Cloud (also known as Unified Communications as a Service) – your service provider owns the hardware/software and delivers the solution from a data centre on a secured multi-tenant infrastructure. You buy the solution as pay-as-you-go model.

k Hybrid – a combination of on-premise and hosted services.

Which options are best for your business?

Option 1: On-premise With an on-premise model, you will leverage in-house staff with full control of your communications infrastructure. Upfront capital budget is required to purchase the technology/software licensing and support the on-going maintenance costs. In addition, your IT staff is fully capable of managing and monitoring all UC&C components.

Option 2: Managed If you want to spend less time focusing on IT management and more on your core competencies, managed CPE services may be the answer. Managed CPE services can reduce costs by eliminating the need for full-time help desk and server support. They also fill in resource gaps if your IT staff lack the expertise to manage some UC&C technologies.

Option 3: Fully Hosted A fully hosted solution is more appropriate if you not only want to spend less time and resources on IT management, but are looking to lower the operating costs associated with hosting the equipment and servers in your facilities.

Option 4: Cloud Moving your UC&C infrastructure to the cloud brings many benefits. It lets you shift your technology capital expenditure to a full operational expense model, gives you fast, scalable computing power, and helps you make the most of limited IT resources. This utility-based, pay-as-you-go model eliminates the costs of purchasing, installing, managing and maintaining software licensing and hardware. And since it’s hosted in your service providers’ data centre, you reduce your carbon footprint and power needs, lowering your total cost of ownership.

Option 5: Hybrid A hybrid model may work if you have older private branch exchanges (PBX) and IP equipment and want to introduce new UC&C capabilities without introducing more complexity for your IT staff. With an interoperable hybrid solution, you can use cloud and premises benefits for particular components.

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Solutions to Enable Your Transformation

1 Today’s Network Challenges

The network configuration in Figure A illustrates the key challenges faced by businesses with multiple distinct networks. The diverse, un-converged networks create many management and operational challenges, making the integration of collaborative solutions extremely difficult. Managing multiple network (voice, data and Internet) connections to each of your sites is expensive and lessens the ability to share infrastructure and solutions across your business. The added complexity of maintaining these disparate environments also prevents your IT staff from helping to grow your business. There are many other drawbacks to the disparate network model, including: k Difficulty in integrating collaborative components into the network.

k Limited ability to develop Unified Messaging applications that can lead to improved productivity and staff performance.

k High long distance costs associated with the PSTN and WAN functioning as two separate networks. This also limits the ability to extend VoIP calls to external customers, suppliers and partners.

k The expense and technical challenges of maintaining decentralized exchange servers, which also often puts critical, confidential data at risk.

Collaboration Architecture

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HeadquartersData Centre

Internet PSTNMPLS + SIPTermination

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• Mobile Collaboration• VPN mobile client• WAN Optimization client• Authentication device• Encryption s/w

Laptop

• Mobile Collaboration• VPN mobile client• Authentication device• Encryption s/w

Smart Phone

B. Consolidate Communication Infrastructure

A. Today’s Network Challenges

D. Creating Communities and Workspaces

C. Enable Mobile Workers & BYOD

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Figure A

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2 Control Costs and Simplify Management by Consolidating Your Communications Infrastructure

A key step toward a more collaborative enterprise communications environment is to transition your network to a converged IP model. A converged IP network reduces cost and complexity. It is also the best framework for enabling a variety of new applications and tackling the network challenges associated with remote working environments, mobility, shared workspaces, etc. Figure B illustrates how connecting all enterprise locations through an MPLS-VPN network and subscribing to a SIP trunking service can help further consolidate all types of connectivity on the WAN. This is accomplished by bringing voice traffic onto the IP network, not only inside the enterprise but beyond its borders, including access out to the Public Switched Telephone Network (PSTN). In this configuration, all PBX functionality has been consolidated in the unified communications manager component located at the data centre, reducing operational costs while unifying voice, video, data and mobile applications and enabling reliable, easy-to-use media collaboration experiences. The unified communications manager component routes calls between workers at all locations and integrates additional essential communication services, including:

k Unified messaging, which enables users to access voice, fax, and text messages through a single email or telephone account.

k Multimedia conferencing, which supports audio and video conferencing, typically from remote locations.

k Collaborative contact centres, which integrate multiple communication tools, such as telephone, email, and the web.


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IP Phones IP Phones IP PhonesFigure B

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Workers also gain access to functionality of the collaborative network using IP devices (computers, telephone sets, etc.) that are registered with the UC manager. Converged IP Network The MPLS connectivity converges all of your communication traffic onto a single secure, scalable IP network and provides the Quality of Service (QoS) required by applications such as voice and video. The SIP trunking service delivers simplicity, scalability and cost savings through elimination of many expensive Time Division Multiplexing (TDM) devices and subscriptions. Consolidating Email Servers A centralized data centre simplifies management, reduces costs and improves data protection, while allowing IT organizations to consolidate their email servers, without sacrificing end-user performance. WAN optimization appliances are installed at each location and at the data centre, lessening the performance impact of email across the WAN. It also applies application-layer protocol optimization for email, reduces redundant traffic and ensures the availability of maximum bandwidth. Assessing the Benefits A converged IP network solution offers compelling financial and productivity benefits:

k Up to 40% savings in monthly telecom costs with the use of SIP trunking.

k Less PBX equipment to support and manage.

k Simplification of connectivity management resulting from a single outside connection for voice, data and Internet traffic.

k High speed, low latency connection for transferring and processing the massive data loads generated by modern business operations.

k Better customer service enabled by virtual telephony presence in geographical areas where the enterprise has no physical presence.

k Flexibility for expansions or changes delivered by the scalability of SIP trunking.

k The simple architecture and high performance delivered by the converged network are the ideal environment for supporting the most advanced business communication trends, including mobility, virtualization, collaboration and cloud.

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3 Increase Productivity by Enabling Mobile Workers and BYOD

The solution depicted in Figure C highlights IT and infrastructure elements that can be deployed to further enhance UC&C capabilities for remote workers and enable employees to use their own preferred devices (BYOD) for work-related activities. In this solution, which builds on the converged IP network, critical business application servers are located at the central data centre and are accessed through the WAN by workers in other business locations or on the road. Collaborate and Connect on the Go The flexibility of voice services over the collaborative network enhances productivity in many ways. The UC manager routes calls and messages between all workers while extending a rich set of collaboration features to all devices. Mobile workers can continue a call originally taken on their handset on their IP desk phone after they arrive at the office and take advantage of speakerphone or other IP phone services. Important calls can be continued without interruption, and workers can use the best available IP or mobile features at that work location. To further extend UC&C capabilities for mobile workers, mobile collaboration applications with support of various mobile platforms (Windows, BlackBerry, Android, iPad, iPhone, Mac) are installed on their devices. By doing so, mobile workers can directly access voice, video, presence, instant messaging, desktop sharing and conferencing capabilities from any device – anytime, anywhere.


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Figure C

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Secure Mobility: Anywhere, Any Device Mobile workers connecting to the network through their BYOD devices use mobile VPN clients to gain access to the enterprise network resources. Soft token authentication and encryption software are installed on the mobile devices to add additional security layers, protecting sensitive data, securing communications channels and ensuring compliance. Internet security is ensured by the deployment of a web security server that works in conjunction with a firewall appliance to provide comprehensive secure mobility to all end users while protecting the integrity of the network. The firewall appliance intercepts Internet traffic requests or returns and redirects them to the web security server. Acting as a web proxy, the server monitors outbound requests and scrubs return traffic for unwanted or malicious web content. This approach provides network administrator’s superior web security and control to mobile users on any device. The Benefits The benefits of a secure mobile workforce include:

k Increased productivity gained by supporting the mobile devices workers are most comfortable working on.

k Reduction of costs on cellular minutes and international roaming.

k Lower capital investment by allowing workers to bring their own devices.

k Lower support costs when employees self-manage and update their own devices.

k Better job satisfaction and retention for employees who feel more creative and fulfilled by using their own devices.

k Ability to maintain collaboration with remote workers while providing effective security for the core enterprise network.

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4 Improve Employee Engagement and Productivity by Creating Collaborative Communities and Workspaces The solution in Figure D illustrates how collaborative communities can be created among workers and partners, allowing them to share projects, knowledge and ideas. Many of the components in this solution are common, as shown in the diagrams above. The collaboration server (Microsoft SharePoint or Cisco WebEx Social) is an important element in building collaborative communities. Using a collaboration platform, an enterprise can streamline common tasks, deploy new work management capabilities and create sites that keep teams in sync. In addition to internal collaboration workspaces, social networks have rapidly become a strategic channel for businesses to engage external communities and customers in a new interactive way. Security of Social Networking The proper security features in a collaborative workspace can preserve workforce productivity by limiting access to social applications without restricting workers’ access to the business benefits provided by social networking (Facebook, LinkedIn, Blogs, Twitter, etc.). The web security server placed at the data centre provides dynamic controls that can safely enable social applications within the enterprise while setting appropriate security limits. Businesses can build and implement a social networking policy that could make Facebook or another social networking site a “read only” website and protect the business from malware and virus attacks delivered via social media platforms.


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Figure D

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Accelerate Collaboration Application Performance Workplace collaboration poses formidable challenges to IT administrators: network performance issues, the distance between company servers, and increasingly complex page content. To improve the performance of collaboration platforms (such as SharePoint), WAN Optimization appliances are placed in all WAN locations and WAN Optimization mobile clients installed in remote devices. This ensures the applications benefits of scalable bandwidth while delivering the best possible end user performance.

Related Resources

k Read this Allstream white paper, The Converged IP network: Your Future Productivity Depends on It

k Read this Allstream white paper, Best Practices for Deploying Unified Communications Together with SIP Trunking

k Read this Frost & Sullivan white paper on transforming your company into a social business.

k Read these blog posts on social business uptake and social business rights and responsibilities.

http://www.allstream.com/resources/white-paper-the-converged-ip-network.html

http://www.allstream.com/resources/white-paper-the-converged-ip-network.html

http://www.allstream.com/resources/white-paper-best-practices-for-deploying-unified-communications-together-with-sip-trunking.html

http://www.allstream.com/resources/white-paper-best-practices-for-deploying-unified-communications-together-with-sip-trunking.html

http://www.allstream.com/resources/white-paper-seven-steps-to-becoming-a-successful-social-business.html

http://blog.allstream.com/what-if-you-set-up-an-enterprise-social-network-and-no-one-uses-it/

http://blog.allstream.com/social-business-the-rights-responsibilities-and-cultural-impact/

3 Deployment

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Assuming Your Current Network is Ready

A proper network assessment must be taken into consideration right from the start. Real-time media such as video and VoIP require additional bandwidth in order to provide a smooth end-user experience. If you move VoIP to desktop computers via soft phones, those desktops will require more bandwidth to handle the additional traffic. Building a network that can prioritize real-time media with Class of Service (CoS) and WAN Optimization will dramatically improve the UC&C experiences of all your users.

Failing to Conduct Pilot Programs

Pilot tests are a great way to introduce new UC&C solutions into the organization. Beginning with a specific target group (typically your main audience), you can launch pilot programs to identify potential savings in infrastructure support, training or other IT costs. A pilot program also helps you uncover any missing gaps in functionality based on user group needs and roles, and helps you assess the readiness of workplace culture to adopt UC&C technology.

Poor Integration of UC&C with SIP Trunking

SIP trunking is an extensible open signaling protocol which allows developers improved implementation flexibility. Because of this flexibility, it’s important that your SIP trunking provider maintains an interoperability lab and equipment certification program. Leading providers certify platforms from major UC&C vendors such as Cisco, Mitel and Avaya to ensure that equipment will function properly within their network. SIP providers should also offer interoperability testing for custom applications or non-certified equipment.

Change Management

It’s one thing to deploy a new UC&C solution into the organization, another to get your users to adopt it. Introducing new functionality to each user group without a proper training plan increases the risk of low adoption. Understanding where your organization stands in terms of maturity and adoption of UC&C tools will help dictate how best to introduce the new functionality. User guides and online training modules are great resources to communicate the new features and benefits. Developing your training materials based on different user needs will also help increase satisfaction rates and stimulate improved workflow efficiencies.

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3 4

The 5 Biggest Implementation Mistakes

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Continuous Review of Business Processes and Organizational Change

Business operations can suddenly change due to cutbacks or strategy shifts, forcing change to the roles and responsibilities of individual workers and teams. Such changes may introduce new processes that impact how the organization collaborates internally and externally. It’s important to factor these into your UC&C roadmap. Revisiting business processes and user group needs will help you identify new ways to improve productivity and efficiencies.

Related Resources

k Read this blog post on getting buy-in on your collaboration strategy

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http://blog.allstream.com/unified-communications-needs-to-be-taught-not-just-deployed/

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What to Look for in a UC&C Partner

There are different partners to choose from in today’s market: Value Added Resellers (VARs), System Integrators, Telecom Service Providers, Managed Service Providers. With the wide array of UC&C technologies, ranging from email to telephony systems, collaboration platforms and productivity application services, it can be difficult to choose the technology – and partner ecosystem – that best address your needs. Here are some things to consider:

1 Flexibility

UC&C technologies are rapidly evolving, especially since the advent of cloud-based services. Flexibility and agility are critical in such a volatile environment. For instance, network planners should expect the implementation and adoption of mobility, BYOD, UC&C, virtualization and cloud to drive up to 80% of end-user traffic to the WAN by 2014 (Gartner). Investing in network technologies such as MPLS, WAN optimization and an agile IT backbone can help you manage UC&C complexities.

2 UC&C, End Points and SIP Trunking Interoperability There are very few “green field” implementations in the real world. Instead, most companies employ mixed

environments that require interoperability across multiple UC&C solutions. Your service provider should work with you to integrate new collaborative solutions into your existing UC&C environment.

3 Solution Architecture Proficiency A UC&C deployment that does not adequately consider such infrastructure issues as security, application hosting

and networking can lead to major problems as the solution evolves beyond its original scope. You should consider working with a service provider that specializes in multiple collaboration areas (such as UC&C, WAN, LAN and Security).

4 Experience Across Delivery Models The cloud has brought efficiencies and cost benefits into the solution mix. But cloud also adds more complexity

into IT planning. Working with a vendor with experience across all service models – CPE, managed CPE, cloud and hybrid – provides the expertise to match your needs and provide a seamless deployment of whatever delivery model you choose.

5 Partner Maturity Deploying UC&C solutions can quickly turn into a complex undertaking. With multiple vendors to choose from,

it’s important to look at the maturity of each vendor. How many years of expertise do they have? How deep is their team? Do they have a wide base of customer deployments in different verticals and business sizes? Which certification levels do they hold and what do those mean to your business?

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expertIP: As you continue to evolve your network, how consciously are you thinking about collaboration and developing a UC strategy to support that goal?

Mick Montgomery: Our work sites have been very much siloed in terms of their communications systems and UC abilities. What’s happened is that our western division, which covers Vancouver, Edmonton and the Saskatoon area, wanted a telephone system that would allow them to function as virtually one unit. We essentially became a resource that helped guide them and brought Allstream in because they were already a partner with us for a lot of the products we use on the IT side, such as MPLS. Allstream brought a solution to the table that the business liked. The goal was to have the different sites communicate with each other as if they’re sitting within the same building. The offices also wanted to change the flow of information to the customer, so that customers weren’t dialing into Site A or Site B. This would let the offices connect customers to the right person at the right time. For instance, if the person at our Delta site is not available and we have someone available in Edmonton, the customer doesn’t have to hang up and call the Edmonton site.

eIP: Did you know you would be optimizing for that when you initially moved to MPLS with Allstream a few years ago?

MM: We leveraged MPLS for a few reasons. Voice wasn’t a requirement at the time, but we wanted to be positioned to use it when the time came. There was scalability within the MPLS service to do it. So when the request came in from the western side of the business to bring their phone systems together, we already had a solution that allowed us to leverage the voice capabilities. We have MPLS at all sites, but only three of our locations use voice right now, but over time we’ll build on that more.

eIP: When you look at all the investments you’ve made around collaboration, what kind of metrics are you using to evaluate your success?

MM: From an IT perspective, we’ve definitely seen reduced administration and management. We’re able to take the management of phone systems for three different sites and centralize them into branch administration and reception at one site, which is the main site where all the lines run into now.

A Customer Interview: Vicwest Some Assembly Required: Vicwest Demonstrates How Collaboration Requires Planning and a Great Partner

As one of North America’s leading manufacturers and distributors of metal roofs, siding and other supplies, Vicwest knows a lot about creating the ideal home, office or other facility. Most of Vicwest’s customers may not realize that the company is becoming equally savvy about the network architecture that can make an organization more collaborative and responsive. Based in Oakville, Ontario, Vicwest is a Canadian success story that’s extending its reach to a growing customer base in the U.S. The company has also been a valued Allstream customer of MPLS, SIP trunking and UC equipment. Mick Montgomery, Vicwest’s Infrastructure Manager, recently spoke with expertIP Editor Shane Schick about his company’s approach to collaboration. This interview has been edited and condensed.

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That’s been great for us. Obviously we have to monitor and watch our MPLS lines to ensure we’re not having any significant impact on bandwidth and latency since putting the new systems in.

Outside of that, I think the real metrics fall more on the business side. They can offer a friendlier, more streamlined communications experience with customers. It really comes down to customer satisfaction and seeing more calls reaching the business and being answered in real time, instead of the usual voice messages, call transfers and call backs.

eIP: To what extent do you think these benefits are making the business side see improved collaboration as a bigger source of value – and an increased expectation from their IP networks?

MM: When the western region at Vicwest decided on this plan, the other regions decided to monitor progress to see if the solution could be rolled out across the entire organization. That’s where I see the biggest business benefits: if you’ve got connectivity across your organization, then the entire organization becomes that virtual office. With this solution in the west, you no longer have people moving between offices and requiring separate phone extensions. For some of our decision makers, the solution is still seen as a “nice to have,” but it’s opening a few people’s eyes and making them see the opportunities they need to look at.

eIP: For other IT professionals in your peer community that are starting on this journey, do you have advice on how they should evaluate the opportunities and prioritize their IT investments?

MM: When we started, I didn’t look at the top layer, if you will, of the UC solution. I was looking from the ground up and thinking, ‘What network do I have today? Is it manageable? Am I all over the place with different suppliers?’ Our key goal was to break the company’s habits of putting a T1 connection at Site A with one provider, while another site had a DSL connection with another provider. The management, support and scalability of those lines wasn’t there. If you don’t have that, it’s hard to move forward with any products for collaboration that require the necessary QoS to function properly.

You need a solution that lets you deal with a single vendor that provides sales, service, support and that can offer the services needed for now and for future considerations. That could be VoIP, video and other things that are coming over the network. You also want products that are scalable from a bandwidth standpoint and reasonably easy to implement. We’re fortunate that Allstream’s voice solution was something the company likes, because it’s very complementary to the IT side of the fence and makes support a lot easier. If there’s a problem with the trunking across the MPLS that’s tied to the phone systems Allstream also supports, they take end-to-end responsibility. If I have to make a call, there’s full ownership on the Allstream end.

“You can put a UC solution in, but if you don’t have the network to support it, it’s going to be a bad experience”

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Allstream employs a methodology (assess, connect, secure, manage) to provide end-to-end UC&C solutions that can transform your business and deliver the best ROI possible on all your network and IT infrastructure resources.

Why Allstream?

We Bring Experience and Innovation Allstream was first to market in Canada with a national MPLS (IP-VPN) service and a SIP trunking solution. We were the first provider to certify all leading PBX solutions in the market. Our Master Service certifications from leading UC&C manufacturers such as Cisco, Avaya and Mitel represent our commitment to delivering positive customer experiences. We work with a broad range of customers, ranging from small to medium size businesses to large enterprises across multiple verticals.

We Help Assess Your Business Needs and Goals As Canada’s only national provider to work strictly with business customers, Allstream can deliver solutions that best suit your needs for today and tomorrow. Our readiness assessments are designed to guide you through the often complex process of understanding, designing, implementing and supporting enterprise collaboration. We provide readiness tools such as the Unified Communication Network Assessment and Network Vulnerability Assessment to identify vulnerabilities and problems in your network and applications infrastructure.

We Connect Your People, Customers and Partners From IP telephony (VoIP) to advance collaboration technologies such as video and audio conferencing and contact centre solutions, Allstream provides end-to-end solutions for your UC&C needs. We offer full IP connectivity with MPLS-VPN and SIP trunking to fully converge voice, data and multimedia applications onto a single, high-performance private network, and we ensure the quality of the end user experience with WAN optimization technologies and reliable, high-speed Internet services.

We Secure Your Connections Allstream security solutions allow you to securely extend your network to remote and mobile workers, regardless of location or device. We offer remote VPN security, DDoS protection and the most reliable network security appliances, and our national MPLS network is secured at every connection point.

We Manage Solutions So You Don’t Have To Allstream Managed IP Services improve IT operational efficiency while allowing your business and employees to focus on what they do best: connecting, collaborating and serving their customers. Our experts provide proactive monitoring and support for your entire converged UC network and its integrated applications, or you can maintain more control of your network strategy while our certified experts monitor day-to-day operations, manage maintenance and upgrades, and rapidly respond to any interruptions, helping you save on unnecessary IT hours and capital costs.

For more information on Collaboration, please visit us at: www.allstream.com/collaboration or call 1-855-299-7050

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