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UC from a Mobile Applications Perspective

UC from a Mobile Applications Perspective. Track: Leveraging UC to Optimize the Customer Experience ITEXPO West 2009, Los Angeles. Lew Roth VP Business Development. Unified Communications.

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UC from a Mobile Applications Perspective

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  1. UC from a Mobile Applications Perspective Track: Leveraging UC to Optimize the Customer Experience ITEXPO West 2009, Los Angeles Lew Roth VP Business Development

  2. Unified Communications • ... is the integration of non real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax) with real-time communication services such as instant messaging (chat), presence information, IP telephony, video conferencing, call control and speech control • … is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types

  3. Enterprise POV Enterprise • One number to be reached on • One voicemail box • All the features of desk phone and delivered to a mobile end point • Push out applications that access presence and messaging • Push out support for conferencing, video, social and professional networking employees / customers

  4. Example Enterprise-Centric Solution • Mobile extensions to enterprise VOIP systems • e.g. Cisco Mobile Connect - Unified Mobility Features • Single number reach and a single business voice mailbox: • consolidate all incoming business calls into a single business phone number, receive wherever they are working • stores unanswered calls in a single business voice mailbox • Transparent movement during ongoing calls: • support for dual-mode devices • Support users who move between wireless campus environments and external cellular network environments. • least-cost routing of mobile calls across the company's IP communications infrastructure while in the office. • transparent transition of ongoing calls from mobile phones to desk phones, and conversely • continue a conversation without needing to hang up even when they switch phones. • Other companies include – Nortel, Avaya, Alcatel Lucent, Siemens Enterprise Communications …

  5. Mobile Devices and UC • Smart Phones bring together non-realtime communications channels with realtime communications channels. • Phone, email, SMS, Contacts, Dialers • Instant Messaging, VOIP, Data Apps, video apps • They may not be all integrated in a unified manner but users have applications on devices that can be used individually or together.

  6. Mobile-centric View • All the convenience of mobile or smartphone as the initiator of services not just an end point. • Enterprise communication and identities only one of many managed identities from the users device and may not be the primary calling identity. User has multiple roles and associations. • Users want to access their personalized spectrum of web, social, and cloud-based communication services. • Expectation is that device becomes primary remote control for voice, data, media, and app automation. • OS and Applications need to support the behavior Conflict between the user’s mobile and enterprise mobile views.

  7. Mobile OS/APl Silos Constrain UC App Development • Device/OS dependent • APIs may/may not exist • APIs may be restricted to internal access • OS may not provide equal access for 3rd party apps • Multitasking may not be available • Device reliability/battery life trumps functionality • Privacy and access to user data are certification issues. OS Memory Radios Dialer Phone SMS Contacts Browser Data Apps

  8. Projects that have movedUC forward on Mobile • Accessing multiple IM networks and presence engines simultaneously from a mobile device. • Using presence to drive VoIP on mobile phones. • Using presence to drive voice and video conferencing. • Managing alerts on mobile devices across voice, SMS, and email. • Streaming and personalizing video news in near real-time to mobile devices

  9. 1) Multiple IM Identities in a Single App • Converged consumer and enterprise IM identities in a single mobile UI • AOL, Yahoo!, MSN, Skype • Jabber, OCS, Lotus Sametime, Reuters • Enterprise-side server with unified IM protocol • Network gateways for aggregation of RT presence with push to device • Cross platform RIM, WM, Symbian, Palm and J2ME Delivery

  10. 2) Adding VoIP to Unified IM • Adding SIP servers to IM and Presense • SIP (Session Initiation Protocol) based VoIP to support HD voice, video, • Click-to-connect requires SIP devices on both ends of the connection. • Service allows users to make telephone calls to other users of the client around the world. • Through limited connections to the PSTN, users can receive direct-dialed calls from landline users, as well as place calls to toll-free numbers in the U.S. and other countries. • Available on Windows Mobile as FWD

  11. 3) Evolving to UC and Collaborative Suites • Enterprise Grade IM • Integrate contacts from AIM, Yahoo!, Google Talk, MSN, Cisco's Jabber, and Reuters into one app • HD Audio Conferencing and Web Meetings

  12. 4) Managing Identities Inbound Across Multiple Communications Modes • Powerful rules and filters processing phone, mobile email and SMS messages puts use back in control of communications on mobile • Rules-based interception of inbound messages is applied to categorize and prioritize them • Define personal filters using rules that are automatically applied to incoming phone, e-mail and SMS messages • Be alerted to just what is needed through user-defined alerts to include your custom MP3 audio files An Outlook style rules engine for message alerting

  13. 5) Personalizing Video News Consumption • Mobile video – Pandora for video news casts • Core mobile components for a cutting-edge video news aggregator • Support on iPhone, Android, and Windows Mobile and PC • Flex application for ad monitoring and reporting • Integration with number one social networking site. The product was launched in November 2008. • 1Cast.com

  14. Lots of other great UC apps on mobile phones • Great Apps: VoIP • Available solutions • Truphone (WiFi), • iCall (WiFi) • Nimbuzz (WiFi, 3G announced) • Some are not yet available • Google Voice on iPhone, citing data privacy and other issues • Certification is uncertain

  15. Conclusions • Is mobile ready for UC? • Yes. Better applications being developed all the time • Mobile-centric view needs to be integrated/reconciled with enterprise-centric view. • What type of applications are available? • Spectrum of UC apps including unified messaging, mobile VoiP, identity management, mobile social, video and media sharing, smart dialing, voice-to-web search, … • What would we like to see as app developers? • Opening of the API and OS silos on the devices • Removal of certification uncertainty at the device level • More freedom to build true UC solutions

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