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UC for the SMB

UC for the SMB. Panel Discussion. Frank Stinson - Moderator Partner & Sr. Analyst IntelliCom Analytics. Focus Of This Discussion. Introductory Presentations Panel Discussion Addressing Key Questions SMB Organizations Face Relative To Implementing Unified Communications (UC):

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UC for the SMB

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  1. UC for the SMB Panel Discussion Frank Stinson - Moderator Partner & Sr. Analyst IntelliCom Analytics

  2. Focus Of This Discussion • Introductory Presentations • Panel Discussion Addressing Key Questions SMB Organizations Face Relative To Implementing Unified Communications (UC): • What is UC, and what tangible new capabilities does it provide? • How can UC help solve the day-to-day internal business issues an SMB faces in today’s challenging macro-environment? • How can UC enhance an SMB’s competitive positioning in terms of providing value to customers and attracting top talent? • Do current voice platform architectures provide a credible path to UC, or should users be holding out for future offerings or looking to non-traditional providers? • What do SMBs planning to implement UC today need to look for in selecting a provider? • Audience Q&A

  3. 100% 100% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0% SMB Decision Makers Have Historically Viewed Core Vendor Capabilities And Stability As The Most Important Factors In Selecting A Voice Provider • “Which of the following considerations are the first, second, and third in importance to you in selecting a business communications platform provider?” • The corporate stability, market share position, and strategic direction of the provider • The features and functionality of the provider’s current platforms • The deployment flexibility and migration options offered by the provider • The extent to which current platforms provide a foundation for next-generation applications and capabilities • The ability of the provider to support advanced applications such as Unified Communications and the integration of voice features into business processes • The ability of the provider to deliver comprehensive solutions incorporating converged infrastructures and applications, multi-vendor integration, and a full range of support services Top Vendor Selection Criteria by Importance (All Global Regions, 20-100 Employee Size) Top Vendor Selection Criteria by Importance (All Global Regions, 101-250 Employee Size) 1 2 3 1 2 3 st nd rd st nd rd Priority Priority Priority Priority Priority Priority N = 920, IntelliCom Market DashboardSM / TMC Survey, September 2007

  4. But Emerging Unified Communications (UC) Solutions Have Started Shifting Customer Decision Drivers Toward Business Benefits Unified Communications Business Process Integration IP Telephony Infrastructure Convergence Workforce Productivity Business Transformation Core Call Control Platforms Supporting Infrastructure End User Devices Centralized Management & Provisioning Messaging Presence Conferencing Collaboration Mobility Integrated Clients Com & Business Apps Convergence Event/Process-Driven Automation Reduced Latency Creation of New Services & Revenue Streams Technology Driven Needs Business Driven Needs These are Not Necessarily Successive Deployment Phases, as BPI Can Form the Basis of Customer Decisions Today While also Pulling Through Standard UC Applications Source: IntelliCom Market DashboardSM

  5. UC Is Part Of A Broader Industry Shift Toward Software-Centric Delivery And Business Models That Will Provide Key Enablers For Its Implementation Business Communications Software (BCS) IP Telephony TDM Voice as an Application Position of Voice Voice as a Feature Voice as a System Decision Focus Site-Centric Network and Enterprise-Centric Enterprise Community / User-Centric System Architecture Open Servers, SOAs, Communication and Business Applications w/Integrated Voice Features Central Processor Proprietary Servers and Appliances Services Focus Maintenance Shared Responsibility Management (Managed and Hosted Services) Applications / Solution Design and Integration, Innovation Services Management Key End User Decision Attributes Business Process Optimization, User Experience, Incremental Business Revenue and Benefits Business Process Integration, User Productivity, ROI / TCO Reliability, Functionality Key Business Model Metrics Devices / Licenses Shipped Application / Feature User Attach Rates, Annuity Revenues Lines / Ports Shipped Source: IntelliCom Market DashboardSM

  6. Differentiated Well-Positioned Competitive Challenged Deficient This Shift Will Reorder The Current Competitive Landscape, As Some Traditional Voice Providers Will Be Unable Or Unwilling To Make The Transition IntelliCom Market Dashboard: SMB Segment* Scores Sustainability Index Cisco Avaya Siemens Mitel Microsoft Nortel IBM NEC Toshiba Alcatel-Lucent 3Com ShoreTel Solution Delivery Index Source: IntelliCom Market DashboardSM, July 2008 *SMB Segment = 20-250 Users

  7. New Delivery Approaches From Both Traditional And Disruptive Competitors Will Increasingly Confront SMBs Regardless Of Their Intention To Deploy UC Call Control Customizability Fully Open Software-Centric Approaches Customized Open Source Solutions Customized BCS Delivery Models Hybrid CPE/Hosted/SaaS Models Native SIP IPT Platforms All-In-One Voice/Data Appliances TDM/IPT Hybrid Systems Peer-To-Peer Solutions “Cookie Cutter” Open Source Solutions Traditional TDM Systems Fully Proprietary Box-Centric Approaches Delivery Flexibility Proprietary Hardware Shrink-Wrapped Open Hardware Industry Standard Hardware Source: IntelliCom Market DashboardSM

  8. Reach Information Frank Stinson 908-686-4066 fstinson@intellicom-analytics.com 1259 Route 46, Building 1 Parsippany, New Jersey 07054-4913 Main: 908-686-4477 www.intellicom-analytics.com

  9. Fonality Unified Communications Affordable UC Solutions for Small & Medium Businesses Corey Brundage Sr. Director of Product Management Fonality

  10. What is UC? What is Unified Communications? Unified communications integrate and extend real-time and non real-time person-to-person communications throughout the enterprise and across the public telephone network and mobile operator domain 11

  11. What is UC? 12 Unified Communications is… • Telephony • Unified Messaging • Desktop Client • E-mail • Instant Messaging • Audio Conferencing • Video Conferencing • Web Conferencing • Converged Conferencing • Notification Service • Personal Assistant • Rich Presence Service • Communications-Enabled Business Processes • Contact Center • Mobile Solutions • Collaboration

  12. Why do I need UC? 13 Reasons to consider UC: • Higher employee productivity: 75% • Be more responsive to customers: 64% • Better collaboration within the company: 60% • Simple, faster, better feature integrations: 20% • Lower communication costs: 34% • Simplified service management: 12% • Better coverage in key locations: 10% • Avoiding technical obsolescence: 6% • Regulatory compliance: 2% Source: State of the Market Report, Kubernan 2007

  13. Why do I need UC? 14 Higher Productivity, Lower Costs? • Presence: Saves 32 minutes per employee, per day • Softphones: Saves users $1,727 monthly by avoiding cell phone and long-distance charges; saved traveling employees 40 minutes daily; and saved 3.5 days per year by enhancing business continuity • Unified Messaging: Saves 43 minutes per employee, per day; mobile workers save 55 minutes per day • Conference: Saves 30% on outsource expenses, $1,700 a month on travel, and 30 minutes per conference when integrated into desktop applications. Source: Unified Communications Application: Uses and Benefits, Sage Research 2006

  14. Why do I need UC? 15 Average Benefits from Productivity Enhancements: • 29% higher customer satisfaction • 27% higher employee satisfaction • 20% more time for mobile employees to do their jobs • 18% more sales as a result of shorter cycle times • 18% more time for desktop-based employees to work Source: State of the Market Report, Kubernan 2007

  15. Fonality UC 16

  16. UC for the SMB Panel Discussion Randy Busch CEO Jazinga Inc.

  17. SMB Unified Communications Needs Professional Image Need to be perceived as larger than they are Efficiency Need to spend every possible minute on their business Value Need acquisition and operational affordability 18

  18. Choice CommuniGate Microsoft Open Source-based Hosted Services Many others… 3Com Avaya Cisco Nortel Shortel Vonage Skype Telcos Up to 25 users (SOHO) 25 to 200 users Large Enterprise Home Small businesses often require more functionality from their Communication systems than many enterprises yet they lack the technical expertise and financial resource to acquire, install and manage them.

  19. Cost VS Do-it-Yourself Approach Traditional Approach Telco installs dedicated lines VAR install switch or Bix board VAR configures NAT and QoS VAR installs hardware VAR configures hardware VAR installs and configures phones & PC software $ 5000+ • Users plugs Jazinga into • existing broadband • User plugs phones in • User configures their system themselves • <$ 1000 20 minutes Elapsed Time Days/Weeks Ongoing changes to the phone system are completely under the control of the end-user and no longer require small but costly System Integrator involvement.

  20. Ease Jazinga Current market players

  21. We need to change the way small businesses purchase, install and manage telephone and communication systems Simple acquire Simple to install Simple to maintain and administer 22

  22. UC for the SMB Panel Discussion Bob Kent Chief Technology Officer Spenser Communications

  23. American Business Environment is at A Tipping Point • The era of cheap energy and travel is dead • UC now fits the business litmus test: Make Money, Save Money, Build Client Loyalty • UC is just as viable for Small Businesses as it is for Large 24

  24. Communication Styles Changing Dramatically With the speed of business today, real time communications capabilities are essential to success Source: IBM 2007 25

  25. UC Pays Off Consolidated 5 contact centers down to 2 Completes 20% more reliabledonations with UC apps, IP Softphone, VPNremote, mobility 100% Elimination of real estate costs 7500 agents work form home Work-at-home access allows nurses to do paperwork before or after client visits

  26. UC Solutions include Telephony Presence IM BrowserBased Conferencing Messaging Streamlined Deployment Simple Interface

  27. Everything at your finger tips allows you to decide how to communicate before.. 28

  28. Reach Information Bob Kent Chief Technology Officer 800 East Arrow Highway 626.593.3191 bkent@spenser.biz 29

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