Unified Communications is orchestrated communication and collaboration across locations, time, and medium to accelerate business results. It can improve customer service by simplifying the interaction between customers and the enterprise, and by making workers more available and responsive. Productivity can be increased measured not just by the seconds or minutes it can save an employee to execute a task, but by the compression of overall business processes measured in hours or days.
avaya.com
How should an
enterprise move toward
Unified Communications?
April 2009
Table of Contents Introduction
Avaya defines Unified Communications as orchestrated communication and Initiative 1: Improve support for collaboration across locations, time, and medium to accelerate business results. It mobile workers.......................2 is achieved through the convergence of real-time, near-real-time, and non-real-time business communication applications including: calling, conferencing, Initiative 2: Bring telephony to the PC....3 messaging, contacts, calendaring, collaboration, and rich presence with voice, video, text, and visual elements. Users can access these capabilities Initiative 3: B ring computer applications using multiple modalities including voice, data, and speech access, through to the telephone.....................3 telephones, PCs, and mobile devices. These communications services are increasingly designed to be embedded into structured and unstructured Initiative 4: Establish Unified Messaging... business processes. This takes Unified Communications to the next level in ................................................4 terms of IP voice and video telephony; audio, web and video conferencing; unified messaging of voicemail, email, and fax; instant messaging and more.Initiative 5: Enterprise Instant Messaging There is no single strategy via which enterprises will move forward with Unified Integration..............................4 Communications since each customer has a unique set of needs and exist-ing infrastructure. Avaya understands this and moves customers toward Unified Initiative 6: Introduce Unified Conferencing Communications to support complex and flexible work environments. The consulta- ................................................5 tive process begins with a business assessment to understand the communication patterns within the organization, and to identify where business processes slow or Initiative 7: A dd Video...............................5 bog down. Implementing Unified Communications entails multiple initiatives over time as noted in figure 1. Some follow in series; others can be done in parallel. Conclusion...................................................5 Typical starting points include:. Improve support for mobile workers. Bring telephony to the PC. Bring computer applications to the telephone. Establish Unified Messaging. Enterprise Instant Messaging Integration. Introduce Unified Conferencing. Add Video
white paper avaya.com
UNIFIED ACCESS A business assessment that evaluates communications patterns of the employee base is critical to Avaya one-X® successfully planning for Unified Communications. Information workers are becoming increasingly mobile and Communicator working remotely in order to service customers and to perform their jobs. Depending on the job being performed, work environments may change throughout the day, week, or month to include any combination of locations: at a Softphone and UC client for voice desk in the office, an alternate location within the office, at a customer location, in the car, in a hotel room, or and video via H.323 at a home or a virtual office. To identify opportunities for Unified Communications, business processes should be or SIP evaluated to identify where latencies exist due to human interaction and communication.
Avaya one-X® Figure 1: Identifying opportunities for the application of Unified CommunicationsPortalWeb based telephony, messaging, contacts, conferencing for MobilityWindows, Mac, Linux
Avaya one-X® Mobile Unified UnifiedMessaging ConferencingCalling, call routing, visual voice mail, contacts (BlackBerry, Assessment:iPhone, Windows Telephony . Communication Patterns ApplicationsMobile, Palm, Java) on the . Latency on thePC . Labor phoneAvaya one-X® . Tech RefreshSpeech . ReadinessSpeech access to telephony, email, voice mail, contacts, IMIntegration Videocalendar, calling, conferencing
Avaya one-X® Deskphone Unified Communications by its very nature will change behavior and the way people communicate and work. Applications enabled A Unified Communications solution does not have to be implemented as a single project. Rather, it can be IP telephones implemented as a series of initiatives, all based on a single vision.via H.323 or SIP designed for various user/usage types Initiative 1: Improve support for mobil... [download for more]
