Gartner’s Perspective on Collaboration

1. Gartner’s Perspective on Collaboration Steve Blood

2. The Role of “Collaboration” in an Enterprise • Improve communication • Asynchronous moving to synchronous • Coordinate project-related activities • Goal-centered, soft process management • Empower communities of experts and interested parties • Groups of people with a "natural" affinity or inclination that binds them together • Facilitate social interaction • Enable team members to share personal information

3. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

4. Generational Changes in Collaboration • Collaborative, real-time authoring • Universal dashboard integrates tools • • Data portability apps, vendors, services • Integrated mobility, context aware • Social analytics Generation 4 Aggregate • Blogs and wikis • Social network analysis • Social applications • Expertise location • Syndication (RSS) • Ad hoc workflow Generation 3 Network • Teamware • Instant messaging • Presence • Mobile/wireless • Web conferencing • P2P • Webcasting Generation 2 Share • E-Mail • Calendar • Group scheduling • Discussion forums • Audioconferencing • Videoconferencing Generation 1 Communicate (Asynchronously)

5. User Access Mobility User Context Scope Vendors Provisioning Extensibility Client The Evolution of Generation 4 Collaboration Generation 1,2,3 Generation 4 Single stack App by app On-premises Bolt-on Unaware Enterprise only Developer driven Mostly asynchronous Heterogeneous Universal queue Cloud & premises Built-in Aware Interenterprise Mashup, user driven More real time

6. Video Helps Improve Social Interaction Enterprise Consumer Source: Cisco • Video Content Management • Enablers • User Demand • Inhibitors • Network capacity • Cost • Consumer VideoContent (YouTube) • Enablers • Easy • Free Is video finally ready to move from "next big thing" to "current big thing"?

7. UCC: Junction of Two Markets to Support Real Time Collaboration Collaboration Communications Telephony Voice mail Audioconferencing Wireless e-mail Videoconferencing Call Center E-mail Unified messaging Web conferencing Instant messaging Presence Team workspaces Wikis Blogs Social software Other collaboration tools "UCC" Directory "UC" • UCC is evolving toward a composite market in which UC joins the collaboration market • Some technologies remain distinctly in the realm of communications (for example, voice infrastructure, call centers and so on) while others remain distinctly collaboration (for instance, team work spaces and social software) • By 2013, the UCC market will be well-established, removing these distinctions • Mobile is everywhere

8. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

9. Enterprise Collaboration Applications Core Competencies Instant messaging Shared workspaces E-mail Web conferencing Social software Calendaring Strengths What to watch for… • E-mail is the anchor • Collaboration attach rate high • IM presents voice on-ramp • Hosted and premises • Understanding the client side • Inclusion of social software • The ability to deliver voice • The ability to deliver hosted • Hybrid models • Partner development Core collaboration vendors have the inside track on UCC penetration but voice is extremely challenging.

10. Enterprise Communications Application Core Competencies Video Instant messaging Voice Real-time conferencing Telephony Social software What to watch for… Strengths • Shift to software architecture. • Unified Communications & virtualized software. • Premises cloud and local survivable modules. • Survivable branches • Voice is critical and ubiquitous. • LANs are critical and ubiquitous. • Premise wireless Wi-Fi is common. • Difficult to change installed base. • Highly demanding real-timeapplications. Communications vendors have global products and channels, are highly reliable, have strong services,and are the trusted and accepted way to do real time business.

11. Microsoft, Cisco, IBM: Pushing Markets Together • Bulked up with WebEx, then Jabber and PostPath acquisitions • Aggressive moves into collab. market, led by voice & video with work on integration/interoperability • Positive steps into collaboration with show-n-share & Quad • Launched attack on voice space with OCS announcements • Special voice or communications hardware not needed • Products complementary to existing enterprise voice communications • Positions Sametime IM/presence platform at center of UCC strategy • Partners with telecom equipment providers by drawing a (sometimes moving) line between collaboration and communications

12. Key Issues What trends are influencing enterprises' vision for collaboration (and communications)? How are vendors addressing the UCC approach. What are their strengths and weaknesses? How can enterprises develop a strategy to adopt UCC effectively?

13. Cost Optimization Framework for UCC Comms-Enable Process New Comms Channels Effective Collaboration Enable Innovation and Business Restructuring Process improvement, restructuring, innovation Hot Desk/Home Working Travel Displacement Energy Savings Joint Business and IT Savings Cost saving technologies in the business Platform Consolidation Desk Phone Displacement Decommissioning Toll Bypass for Video Cost Savings With IT Opportunities to reduce IT costs Align Technology with Business Need Select Anchor Vendors Assess Vendor Influence ITProcurement Best pricing and terms for your IT purchases Source: Gartner’s Four Levels of Cost Optimization

14. Infrequent Flyer 2220 2342 4534 342 S J Blood Joint Business and IT Savings - Target the obvious…but make it stick Don’t try to eliminate travel Target recurring meetings with video VS Set a new base-line for frequency of meetings Create a “Frequent Non-Flyer” reward program Emphasise efficiency as well as cost savings Link Cost Savings to Carbon Reduction Vary the times of meetings for international groups to share the inconvenience

15. Process Exceptions Urgent Requests Notifications Support Enabling Innovation – People, Process and Technology

16. Context-Specific Presence List Collaboration IM, Voice or Video Interaction Auto Log On Communications-Enabled Medical Imaging • Expected Benefits • ~ 5% to 10% radiologist and patient throughput • Improved patient care and shorter wait times • Regulatory compliance improvements* *Available in next release

17. A Methodology for Communications-Enabling Business Processes Role-Based Task-Based Evaluation Discovery Metrics Deploy Sponsorship Process-based Internal and External Surveys Business Process Identify Synergies Data Collection Implement Roll Out Measure Impact Workflow Analysis Return on Best Practice Process Improvement Investment

18. Best Practices: How to Take Advantage of UCC • Anticipate organizational and vendor politics; plan how to handle it. • Be careful when vendors cross lines into new areas. • Clearly determine what you want and what you can use. • Look for business cases across the UCC stack from cost savings to process innovation