Enhancing Business Processes with IP Telephony, Web Services, and Unified Communications

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Enhancing Business Processes with IP Telephony,
Web Services, and Unified Communications
Greg Pisano Director, Market Development BlueNote
Networks
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Market Dynamics

• Enterprise IT adopting Service Oriented
  Architectures (SOA)
• IT has become strategic in delivering business
  value and competitive advantage
• SOA is most significant shift in how IT
  organizations realize business value
• Business agility, asset re-use, application
  decoupling, reduced integration expense
• Enterprise telephony has not advanced with
  innovation
• Business trends mobility, virtualization, quick
  flexible application integration
• but many of todays solutions are still
• Monolithic, proprietary, phone-centric model
• Separate telecommunications island
• Expensive infrastructure and handsets
• CTI difficult expensive integration
• How can telephony deliver business value?

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Eliminating Technology Silos
Siloed communications make up the majority of
enterprise communications where each channel is
separate. Often, there are multiple networks
voice, data and wireless, each with its own
dedicated platforms, devices and protocols
Source Gartner
Evolution
Business Applications integrated with real-time
voice and data
Business Applications
Business Applications
Voice Data
Data
Voice
Business Agility and Value
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Business Communications
Workgroup Supports collaborative and team
activity to improve effectiveness
Personal Geared toward personal productivity
improvement
Personal
Workgroup
Enterprise Improves performance at a scale beyond
personal or workgroups levels
Enterprise
Source Gartner
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Unified Communications Web Services

• Unified Communications is the foundation for
  multimedia communications
• Connects users across multiple locations and
  devices, leveraging Internet economics and SIP
• Combining voice, video, e-mail, IM, text,
  presence, and conferencing
• Web services is the foundation for integrating
  telephony into an SOA framework
• Telephony as a reusable Web services can create
  communications-enabled business applications
• Combined with Unified Communications, provides a
  powerful set of business tools to improve
  performance and business agility

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Combining Networks, Communication Services, and
Applications
Business Communications
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Bringing it all Together
InternetTelephony

SOA
Distributed Software Components Reusable
Services Shared Infrastructure Vendor Neutral
Business Agility Enablers Software
Solution Flexible deployment Standard Internet
protocols Location transparency Reusable
services Mashups
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Interactive Business Communications

• IP Telephony
• Extends reach, internet economics
• Unified Communications
• Productivity and collaborative tools
• Web Services Applications
• Voice-enabled business applications
• Outbound Notification
• Multi-channel voice, text, email
• Secure Mobile Integration
• Key for virtual workforce
• Business Continuity
• Maintain business operations
• Merging of IT and Telephony
• Eliminates silos, converges network and staff

Communication Optimization
Business Processes
Business Applications
Value
Unified Communications
Network
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Internet Telephony
Location transparency
Single number reach
Data Center
PSTN
Feature portability
Internet
Remote offices
Standard SIP clients
Multi-vendor PBXs
Companion phone support

• User centric services, independent of device,
  location and network service
• Presence Service allows for presence-aware call
  routing
• Secure teleworker, remote office, nomadic user,
  business continuity applications
• Voice-mail to email, messaging, find me/follow
  me, conferencing, etc

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Integration with Business Applications
Web Service APIs integrate IP telephony services
into business applications
IP telephony services to distributed users over
legacy next-generation networks, modernizes
existing telecommunications investment
Legacy Next Generation Infrastructures
PBX
Provides more than Web Service APIs leverages
external Web Services to influence call processing
Data correlated with sessions allows business
context to follow a call, enabling
loosely-coupled integration
Internet
Branch Office
Home, Hotel, Laptop Lane
Traditional VoIP Phone Users
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Voice-Enabled Business Process
Exceptionresults in delays, expense, and lost
opportunity
Business Process
Automated communication resolves issues quickly
- right people communicating at the right time
Any business event can delivermulti-channel
notificationsto individuals or groups

• Address exceptions issues efficiently
• Automating contact involves right people at right
  time
• Automate human voice collaboration
• Contact by role/responsibility/presence not
  extension business logic drives contact rules
• Deliver anywhere, anytime, any channel event
  notifications
• Also customer reaching events e.g. stock alerts,
  delivery notifications, flight changes,
• Solve out-of-band communication problems
• Automated communication captures call history
  notes in-context

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Click-To-Talk Enterprise Web 2.0
Click-to-talk
Browser embedded phone
Web Visitor Page
Session contextual data automatically conveyed to
call center application (screen pop)
PSTN or Internet support
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Business Process Using Presence
Routing Calls Based On Availability Role
Regional VP Sales up to 30
IP Telephony Web Services Applications
Internet
Need approval to offer a 30 discount
CEO gt 40
US VP of Sales available and can approve 30
discount
Create session
Remote Sales Specialist using Sales Productivity
Application
US VP Sales up to 40
App Server
Busy
Director Sales up to 20
Available
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Telecom AbstractedPlacing a Call!
Faster Development Lower Project Cost
WS
Call Manager
Media Server
A
B
IVR
CreateSession(A, B)
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Summary of Business Benefits

• Employees can collaborate more effectively with
  fellow employees, partners and customers
• Anytime and anywhere to address business issues
  in real-time
• Enables businesses to quickly identify and
  respond to time-sensitive business transactions
• Resulting in greater business agility and
  responsiveness
• Provides an enhanced user experience with
  capabilities that can extend global
  communications reach
• Boosts productivity and reduces the barriers and
  bottlenecks often caused by distributed and
  mobile workforces
• Allows businesses to focus on improving and
  automating workflows for employees, customers and
  partners
• Voice-enabled business processes minimize
  transaction delays

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Considerations

• Research, analyze, and understand the costs and
  limitations of managing siloed technologies and
  communications
• Infrastructure should be built on a flexible
  architecture that can support voice as a reusable
  Web Service providing a path to SOA
• Strategies should be based on open standards to
  realize all the benefits of multiple channels,
  applications, devices and clients
• Plan with a vision for how Enterprise Unified
  Communications and Web services and SOA can be
  leveraged to improve or transform the way users
  and customers interact

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About BlueNote Networks

• BlueNote is a provider of standards-based IP
  Telephony software solutions empowering
  voice-enabled applications through Web Services

Recent Industry Awards
Memberships
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Thank You
Greg Pisano Director, Market Development BlueNote
Networks3 Highwood Drive Suite 3-200W
Tewksbury, MA 01876 [phone] gpisano_at_blueno
tenetworks.com www.bluenotenetworks.com