AVAYA TREND ADVISOR Solving The Top 5 Collaboration .
AVAYA TREND ADVISORSolving the Top 5 CollaborationChallenges in a Multivendor WorldIt’s a multivendor world. Here’s how your business can thrive in it.Collaboration is more than a corporate buzzword—it's one of the main drivers behind business successtoday. Empowering employees to instantly communicate, share ideas, and brainstorm solutions canboost productivity, enable faster and better decision-making, improve performance, and increaseprofitability.149%49% of an employee's impacton business unit profitabilitycomes from the ability to helpothers perform.166% of IT executives and 52%of line-of-business executivesare putting top priority onimproving the capabilities oftheir collaboration productsand services.2Achieving seamless collaboration requires improving real-timecommunications capabilities, taking into consideration the trendsshaping today's business landscape. Companies are more mobile,with employees working remotely using their personal devices onthe job. Video conferencing is widespread: less costly thanin-person meetings, more personal than conference calls, andoffering increased access to top talent and business partnerswithout geographic constraints. Multivendor is the new normal,with companies expecting to be able to add new communicationstools and technologies from a variety of key partners, withoutlosing their original investments—and needing to be able to easilyintegrate and manage it all.Of course, some things haven't changed: Companies are alwaysconcerned about increasing return on investment (ROI) andlowering total cost of ownership (TCO). They want to get the mostout of the investments they make, and continue to gain value fromthe investments they've already made.In this Trend Advisor, we'll examine some of the top challenges forimplementing an integrated multivendor unified communicationsand collaboration (UC&C) solution—and solutions to help yourbusiness achieve it.AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.1
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor WorldCHALLENGE #1: IMPROVING COLLABORATIONWhen workers can instantly connect, share, and solve problems, they can be more productive, make better decisions,and perform at a higher level. That's good for them — and good for your business. So, how can you improvecollaboration within your organization?It's important to consider the unique needs of your employees, as well as all the ways and places they work. You mayneed to support mobile workers who are in the office only part of the time—or in the field, at home, or at other remotelocations all of the time. You may rely on distributed teams located in different regions or countries, who must meetregularly, share documents and files, and discuss emerging issues "on the fly" despite their physical distance from eachother. To be as productive as possible, they all need access to the samecollaboration capabilities as workers at their desks in the office—whereverthey are, whatever device they are using, and whenever they need them.20%40% of employees spend over20% of their time away fromtheir desks.394%94% of businesses say videocollaboration allows them toimprove productivity.3Change can be difficult for both individuals and organizations, so don'toverlook the appeal of the familiar. Employees may be more likely to useconsumer-inspired communications methods that are simple to access, easyto use, and look and feel like the tools they use every day, such as instantmessaging and e-mail. These tools can help encourage fast adoption by thebroadest set of users, so you can get the most from your investment andmaximize the benefits to your workers.This includes personal smartphones and tablets, too. The "bring your owndevice" (BYOD) trend is popular, not just because it's more convenient foremployees to carry and use one device for personal and professionalpurposes, whether they're in the office or working remotely, but also becauseit's more comfortable for them. There are no new technologies to master and no extensive training needed. Yourbusiness can also benefit by eliminating the costs of business-owned devices, although you will also need a way toensure the security of your corporate data and communications.A wide variety of solutions is available to help you improve collaboration among all your workers, whatever size yourorganization is and wherever your employees are located. Here's an example of how it can work.PICTURE THIS:A salesperson in the field with a customer discovers a design problem with a product.Accessing the company's UC&C client on her smartphone, she locates the project manager andsends him an IM. With a few clicks, they quickly switch to video, then bring the manufacturerinto the collaboration session. The salesperson shares images of the design issue, and withinminutes of seeing the problem, the vendor has a diagnosis and proposes a solution. Thesalesperson arranges for parts to be shipped immediately to the customer. After ending thevideo conference, she assures the customer that the shipment will arrive the next day. Theresult: a problem solved, a crisis averted, and a very satisfied customer.AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.2
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor WorldCHALLENGE #2: RISK OF LOSING CURRENT COMMUNICATIONS INVESTMENTLike many companies, you may already be working in a multivendor environment, for example: presence and IMfrom one vendor, email from another, and telephony from a third. And if that's not the case today, it may besoon, as you add new communications capabilities or upgrade existing ones.This can seem like a risky proposition. You need to be confident that you won't lose the investments you'vealready made—or the ones you will make in the future. You need to be sure that what you add tomorrow willwork with what you have today, without disrupting your operations, posing a steep learning curve for your users,creating hassles for your IT staff, or stretching your budget thin.Rest assured, multivendor solutions don't have to be complex, difficult to use, or expensive to manage. You canput together a combination of best-of-breed solutions that are seamlessly integrated with your current setup forease of use and management. Each one should be selected because it's the best choice for the specificfunctionality you need, at the lowest cost. The result is a feature-rich solution that looks and feels familiar to yourusers, is simple for your IT staff to manage, poses the least risk, and offers the greatest return for your business.Here's an example of how a multivendor best-of-breed solution can help you reduce risk, simplifycommunications, and maximize the value of your investments:Bringing UC&C to the Community CollegeConstrained by tight budgets, a regional communitycollege is undergoing a three year, multi-phasedtransition to provide a unified communications andcollaboration platform designed to better supportfaculty, staff, and students. The school has about6,000 full-time and part-time students with threecampuses. The original campus has administrativeoffices, dorms, and classrooms while the other twolocations, each over 50 miles,from the main location, supporton-site faculty, staff, andclassrooms. The college alsooffers online courses.Today, the school uses Microsoft365 as a cloud-based platformfor its student e-mail system.Faculty and staff use apremise-based Exchange Serverto support Microsoft Outlook, along with a SharePointServer as a common repository for documents. Toconsolidate desktop operations, the school is replacingtheir premise-based desktop support with a hostedMicrosoft Lync service. The Lync service will allow forcommon faculty, staff, and student directories, e-mailservices, and calendaring—plus host desktopapplications like Microsoft Word and shareddocuments in the cloud.Like the desktop services, voice communications arebeing upgraded to include UC&C. Unlike the decisionto use hosted service for desktop upgrades, the schooldetermined that a premise-based system was morecost effective for UC&C. Because the school’s budgetcan only afford to upgrade one campus UC&C peryear, the installed system will support the legacy PBXlocations in the interim. Avaya’s Aura platform offersthe engine behind the UC&C features, including VoIP,AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.3
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor Worldintra-campus video calls / desktop videoconferencing, presence management, inter-campusSIP trunking, and support for BYOD. As eachcampus upgrades its legacy PBX to an Auraplatform, the school will integrate commondirectories to facilitate click-to-call / click-to-chatbetween the Lync, 365, and Aura platforms––andamong campus locations.Although the distance learning facilities will remain onthe school’s legacy system for now, the hybrid Aura /Lync architecture can easily incorporate distancelearning under the UC&C umbrella in the future. Longterm plans also call for the integrated UC&C platformsto support inter-campus video calls and multi-sitevideo conferencing, as budgets permit.CHALLENGE #3: RISK OF DEPLOYING NEW SOLUTIONSOrganizations looking to improve their current collaboration capabilities have a choice:A. Replace their current infrastructure with a complete solution from a new vendor.B. Upgrade the current system with new capabilities and tools from a different vendor—integrating with existingplatforms and devices.Only about one‐third ofcompanies identify asingle strategic vendorthat provides all or mostUC apps in an integratedfashion.4Some companies may believe that the first option is best, hoping that a total"rip-and-replace" will give them the complete set of capabilities they need inone package, with the simplicity of dealing with just one key partner.In reality, the choice is not so clear-cut. While each vendor's UC&C solution mayoffer specific features that others don't, no solution is perfect — and none hasevery capability your business may need today and in the future. What's more,no one vendor's solution is likely to offer a large enough advantage to offset thecost, disruption, hassle, and time involved in a complete replacement of yourcurrent infrastructure (assuming your current system is from a major vendor who is providing ongoingdevelopment and affordable support).Upgrading your current infrastructure or migrating to an integrated multivendor solution can help you simplifyyour deployment while improving your collaboration capabilities. Here are just a few of the benefits of thisapproach: Reduced need for retraining. This expense may not be tracked in your IT budget, but training users andIT staff on new systems and applications involves real and substantial costs, including time andresources diverted from other priority projects. Since your workers are already familiar with your currentinfrastructure, keeping all or part of it greatly reduces the need for retraining. Reduced expenses. Like many organizations, your budget may not account for the loss of unamortizedassets replaced with new endpoints, servers, gateways, and other equipment that represent newexpenses—but actually perform the same functions as the old ones.AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.4
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor World Reduced risk. By building on your current infrastructure rather than replacing it entirely, you can reduce oravoid the potential risks of:-Losing your current investment.Being locked into a single vendor, solution, and technology that may no longer fit your needs in a few years.Relying on a single partner who supplies your software—and requires you to procure, implement, and managecomponents from multiple third-party vendors.-Moving your voicemail messages to a potentially less secure system (a particular concern for organizations requiredto comply with rules about discoverability and retention of voicemails related to HIPAA, Sarbanes-Oxley, the FederalRules for Civil Procedures, and other regulations).To fully realize these benefits, you need a multivendor solution that will work with what you have now, maintainthe same look and feel your employees are familiar with, provide simplicity and ease of deployment, and becost-effective in terms of IT staff hours and licensing costs. Here's an example of how this can happen:High Tech ConsultancyLives High Tech with UC&CA global technology consulting company with about7,000 employees (and growing) needed to reduce itscost for phone calls within individual countries, and forinternational calls. At the same time, it wanted asolution that enabled faster collaboration betweenconsultants and teams around the world.The solution included the Avaya Aura CommunicationManager, Session Manager, and media gateways. Bychoosing a UC&C solution from Avaya that started witha VoIP deployment and IP-PBX functionality in thebranch offices, the company was able to reducedomestic telephony costs by 38% in the first year.The solution also allowed remote employees tocall internationally through the domestic officePBX – reducing international calling costs andeliminating the need to account for and reimburseemployees after the fact for business calls madefrom their home office or mobile device.Collaboration was noticeably enhanced with theAura features, observed in employee commentsand satisfaction. As a result of the decreased costsand the collaboration improvements, the companyplans to extend the architecture to its offices inother countries.CHALLENGE 4: NEED TO INCREASE ROI AND DECREASE TCOEnhancing your UC&C capabilities can drive ROI for your business. In addition to retaining your currentIT/communications investments, adding on the features and capabilities you need, and selecting those with theoptimal features and lowest cost and risk, enables you to put together the best combination to meet yourspecific needs in the most cost-effective way. You get the most from your investment, free up your budget forother important business objectives, and gain all the benefits of improved collaboration, too.Decreasing TCO is an important consideration for any business. A 2014 report from Nemertes Research foundthat in the area of IP telephony, costs among vendors varied widely.4 To keep expenses down and reduce totalcost of ownership over the long term, it's important to consider both the size of your rollout and the operationalexpenses (including staff time, equipment maintenance costs, third-party managed services, training, andcertification costs) associated with each endpoint.4AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.5
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor WorldHere's an example of how the right UC&C solution can help you increase ROI and decrease TCO:Health Insurance ProviderSolves Open EnrollmentDemandsEvery year, a large health insurance provider faces the“open enrollment” period, meeting the peak contactcenter demand as users change their plans or evenmove to a new provider. The company uses a two-stepprocess: the first step consists of contact center agentsfocused on helping the client find the right plan andcomplete the paperwork, while the second step uses a“warm handoff” to match the customer with a licensedinsurance agent / underwriter who can close the dealand set the policy rates.Contact center agents are trained to help incominginquiries using chat, e-mail, voice calls, or a mix ofthese communications media to help customers getthrough the enrollment process. Regulations like HIPAArequire that customer privacy be protected, thattransaction records are stored, and that proper securityprocedures are all part of the process. Standardcontact center tools like skills-based routing andworkload management tools are integral to thebusiness process.The company’s contact centers have been usingAvaya’s solution and Microsoft’s Lync to managedesktop applications to enhance collaborationbetween agents and with clients. Avaya Aurasystems manage the typical contact center featureslike IVR / speech recognition, call routing, workforcemanagement tools and reports, and networkreliability. Lync enables document collaboration,chat sessions, and secure records storage (e.g.e-mail, chat, and customer records.) Lync alsomanages “presence” in this collaborationenvironment, although Avaya Aura can also managepresence features if needed.By enabling best-of-breed collaboration in thecontact center, this hybrid solution is well suited tomeet the insurance company’s cost objectives,accommodate the peak customer traffic flows, meetregulatory requirements, and provide excellentcustomer service.78.9% of companies planned to increase their IP telephonyendpoints moving into2014 by a median of 25%; 80% of companies planned toincrease their number of IPT mobile clients by a median of 130%, driven by teleworksupport and user demand, according to a 2013 survey of IT decision-makers byNemertes Research.5AVAYA TREND ADVISOR: Solving the Top 5 Collaboration Challenges in a Multivendor World 2014 Avaya Inc. All rights reserved. Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered incertain jurisdictions. All other tradermarks are the property of their respective owners.6
AVAYA TREND ADVISOR:Solving the Top 5 Collaboration Challenges in a Multivendor WorldCHALLENGE 5: NEED TO KEEP OPTIONS OPEN FOR THE FUTUREOrganizations of all sizes and types looking to improve collaboration and implement UC&C need a reliable,flexible deployment of a solution with performance, quality, and resiliency. If you are planning to enhance yourUC&C capabilities through a multivendor model, working with key partners who can deliver best-of-breedsolutions can give you a clear advantage. Here are some things to consider and look for when reviewing youroptions: Will this solution integrate easily with what I have today, with the flexibility to build on to it, and adapt itfor my future needs?Will this solution deliver the UC&C clients and performance I expect?Can this partner provide endpoints with unique features to meet my employees’ needs?Can this partner support connectivity to vi
AVAYA TREND ADVISOR: . Avaya, the Avaya Logo, and all trademarks identified by , or SM are registered trademarks, trademarks or service marks of Avaya Inc, and may be registered in . collaboration capabilities as workers at their desks in the office—wherever they are, whateve
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