From Communications to Collaboration Transformations in networking and communications

1. From Communications to CollaborationTransformations in networking and communications Phil EdholmFebruary 2007

2. Agenda • Challenges and issues faced (some call it “Pain Points”) • Drivers and Needs • Decision criteria • Road to and What is Unified Communications • Its about the method and architecture

3. Reducing Total Cost of Ownership Balance Cost with Flexibility Benefits, trade off, leverage IP telephony… Growing ComplexityManagement, Security, Users… Business Processes Explosive people cost, disproportional costs, culture… Unified Communications Challenges and issues faced Holistic approach = Symbiotic effect in addressing issues

4. EMPTY OFFICES HOME ON THE ROAD WITH THE CUSTOMER Unified Communications Workforce Change Where Are These People???

5. Phone PC PC PC Road Applications email email 1980s Phone Transactional Pre 1980s Unified Communications Information and Communication Landscape • Number of touch points growing • Not being replaced, must support them all • Customers demanding consistency 2000s Video Collaborative Phone Wireless 1990s Phone

6. Technology Transition Tighter Security Standards Convergence Budget Realities Dynamic Service Availability Need for a New Communication Platform and Capability Unified rather then Unrestricted Mobility Information and Communications Anywhere, Everywhere, Always & Any-Media More Communications Mediums Simpler User Connectivity Unified Communications Elements Driving Change

7. Integrate back office with front office Use MM to integrate communications Change process to match new interactions and technology ? Tactical Strategic Utility Delivering Strategic Advantage in IT • Automating Existing Systems • Based on existing Processes • Generally Available Technology • No longer Strategic • Early Follower • Technology and Process Change • Enabled Significant Differentiated Value Multimedia Interaction Can Deliver Strategic Advantage

8. Increasing Revenue Improving Productivity Reducing Cost CIO Business Decision Criteria Revenue • New business Models • New Customers • Creating Strategic Advantage Customer Relationship & Internal Productivity • Reduce Time To Interaction • Reduce Time To Decision • Reduce Cost ComputingSystemsCosts • Acquisition • Operation Network Costs Bandwidth Costs Multimedia is about Transformation and Value

9. Increasing Revenue Improving Productivity Reducing Cost CIO Business Decision Criteria Revenue Customer Relationship & Internal Productivity ComputingSystemsCosts Network Costs Bandwidth Costs Nortel Products and Solutions Deliver CIO Value

10. Hyper-Interactivity NetworkConvergence Virtualization Webification Architectural Discontinuities A fundamental architectural shift that transforms networks, communication systems and networked applications • DISCONTINUITY CRITERIA • Five-year view • Enabled by technology • Business transforming • Boundary eliminating (towards anyone, anywhere, anytime, anyhow communications…securely) • PAST EXAMPLES • Digital communications • Personal computers • Web browsers Omni-Networking Competitive advantage comes from managing IT evolution and risk to eliminate barriers…and not from the technology itself

11. Virtualization Requires Dependable Security Virtualization • Service Disassociation • Global Location • Proliferation of devices • Device mobility • Call mobility • Location based services

12. Requires trust of identity Hyper-Interactivity • Explosion in interaction events • Reachability unification • Time To Decision (TTD) • Personal agents • Adaptive intelligence Hyper-Interactivity

13. IP Telephony IP Telephony IP Telephony Unified Communications Unified Communications Enterprise Applications Video Services Web Services Enterprise Applications Video Services Web Services Enterprise Applications Video Services Web Services 2004 2005 2007 Unified Communications Information and Communication Landscape The World Is Adopting Disparate Multimedia Communications solutions while a unified delivery architecture is needed IP Telephony Lead

14. Unified Collaboration Apps Virtualisation Workforce & Enterprise Calendar, Scheduling, Instant messaging, Chat groups, Discussion databases, Application Sharing, Desktop Collaboration, Team workspaces and whiteboards, Unified Environment Universal access, personalisation, management, network based services architecture A single environment that blends unified communications with unified applications in a network based services model Unified Communication Services Telephony Services, Voicemail, Call Control, Audio conferencing, Videoconferencing, Fax Services, Personal Call Services, Directory Services Unified Communications Creation of a Collaborative Environment

15. Enterprise - Emerging Knowledge Worker Collaboration Transformation Documents and communications • Common Invocation and Interaction • Seamless Transitions • Multi-vendor Operation Documents Workflow • Availability • Common Formats • Security • Revision • Tracking • Prioritizing • Movement Communications • Many Devices • Many networks • Rich Context • Rich Content Unified Communications Integrates to the Other Components

16. Types of Migration to Unified Communications Traditional Telephony (TDM&IP) Primarily Service Workers Retail, General Manufacturing. Types of Companies Hybrid Telephony and UC Knowledge Workers and large portion of Information and Service Workers General Industry, Design, etc. Knowledge Driven to UC Primarily Knowledge Workers Consulting, High Tech Dev. Knowledge Information Service Types of Workers

17. Access Terminals Personal Computer Blackberry Phone MobilePhone PDA Laptop Common & Flexible User Interface / Client Network Standards Based Interfaces Open Communication Gateways Multimedia SIP Based Unified Communication Server Presence and Availability Management Communication Streams and Media Synchronisation MultipointVideo Conferencing File Sharing And Exchange Instant Messaging & Chat Groups Voice and Unified Messaging Virtual White Boarding Voice Call Management Web Conferencing Unified Communication Architecture Paradigm Shift

18. Ability to define all elements of how, when and with whom a user wants to communicate with. Ranging from date, times, locations, media types and collaborative applications to name a few. Its all about user control. Personalisation Conferencing that goes beyond voice, video and data. Conferencing that includes integrated white boarding, application sharing, participant monitoring all at a click of a button and on-demand availability. Next generation conferencing services. On demand 24/7 service Adaptive Media communications Multimedia communications that automatically adopt to the clients used or the media specified by an individual user Presence capability that applies to all media types, but in addition enables users to specify how they make their presence visible to their communities.. User defined real time presence for all media types An electronic agent that provides users the ability to automate many tasks such as, find me follow me, availability, contact escalation and countless others. Personal assistant / personal agent Services and applications that can be provisioned in IP, TDM and hybrid environments, on hard, soft and wireless clients regardless of physical location. . Universally provisioned services Ability to customise the client, provide full integration into applications vie the Theme/Software Developers Kits & Open API’s. Database application, call centres and other real time communication services Customisation and integration Unified Communications Attributes

19. Intra • Rich Services • Integrated withApplications • Trusted Sources • Commonality Partners General • Extended Services • Semi-trusted • Web-service • Disparate Systems • Undefined Sources • Low trust • Customer • Highly Disparate Extending Beyond your Organization Extended Interactivity and Service Interaction Defined and Close Federation Multi-Organizational and High Value Federation is required for removing boundaries

20. Requires federation Webification • Integrate real-time front office to back office • Future strategic differentiation • Web enabled apps • Integration of workflow, document management, and communications management • Conference in real-time media replicates virtual spaces in cyber environment Webification

21. MRCP Applications Strategy The Nortel Applications Center (NAC) Messaging THIS IS THE APPLICATIONS CENTER! UniversalLicensing ServiceCreation UnifiedOA&M Reporting CTI CommonTools CallPilot Contact Center Messaging Self Service Packaged Apps Modular Applications Symposium Converging to Common Platforms, Tools and Management Contact Center Unified Comms Self Service Common Media Server MPS Switch Independent Standards Based Software Only (PVI) Unified Comms MAS Apps

22. Creating the Inter-Human Web Clients Applications and Services • Open Interfaces • Innovation at the intersection of end user and networking • Differentiation through function Unified IP Data and Telephony and Multimedia Service Provider Enterprise

23. Omni-Networking Hyper-Interactivity NetworkConvergence Virtualization Webification Continuum… • Convergence is driving new transformations • Each delivers new challenges and opportunities • Each requires new thoughts at the network level • Omni-Networking is critical • Autonomic Networking • Federated Trust • Ambient Intelligence www.nortel.com/edholm-vision-series