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Focus on VoIP and unified communications | January 26, 2009
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The maturing of unified communications
Although many implementations are still in the trial phase, significant gains are being realized
Unified communications—systems which combine telephony, instant messaging, presence and Web conferencing—is beginning to change the way work is conducted in corporate settings across the country. Though there are significant cost savings realized when you replace multiple vendors with a single service provider which manages all communications systems and maintenance, the real return on investment is realized through timesaving and employee productivity.
Unified communications converts voice, e-mail, data, instant messaging and video into IP packets that flow across a controlled network. Delivering increased flexibility in work hours and location, unified communications supports the ever-increasing trend of the mobile workforce. Converting from legacy telephony the IP-PBX system means an employee or manager can be reached instantly no matter where he or she is situated.
Improved flexibility and reduced downtime means corporate employees spend more time working and less time waiting for messages to be retrieved and then returned.
While unified communications services are becoming increasingly popular, many corporations are still in the trail phase. In order to realize the true benefits of unified communications and maximize your investment, it is often necessary to make infrastructure upgrades as well. This can include improving Internet bandwidth and capacity to allow for calendaring, whiteboarding and presence applications; installing a dedicated Internet connection for conferencing and Voice over IP (VoIP) applications; and checking all routers, switches, firewalls and cabling in order to allow for applications which support worker mobility.
Unified communications is making it possible for large enterprises and small businesses alike to improve the quality of internal communications and customer service through safe and efficient means.
Moving to a single inbox
It’s never been easier to create efficient unified communications systems
Enterprise employees spend a significant amount of idle time each day trying to connect with others, unsure if they will be best reached via mobile phone, landline, Internet Messaging (IM) or e-mail. With so many communications tools available to each employee, the expectation is that messages will be received and responded to instantaneously. However, with a multitude of incompatible communications devices receiving numerous messages, follow-up communications are often taking much longer than necessary.
“This problem is becoming even more acute as we experience a major shift toward people working remotely,” says Josée Perron, General Manager Professional Services with Bell’s Network Solution Practice. “Now there is an even greater interaction needed among dispersed employees, partners, suppliers and customers.”
While the concept of a remotely accessible single inbox has existed for years, recent technology advancements make the reality and benefits of unified communications achievable for those organizations that are ready to begin the planning and implementation stages.
The primary return on investment (ROI) being realized by users of unified communications is an increase in employee productivity and noticeably improved internal and external communications. “The largest single value of unified communications lies in its ability to reduce human latency in business processes,” says Perron.”
“Unified communications is still an emerging market and many of our customers are currently in the pilot stages. We advise corporations that are thinking about deploying unified communications to take a step-by-step approach”, says Stéphane Boisvert, President, Bell Enterprise Group.
That first step involves migrating from legacy telephony systems to an IP-PBX, which delivers voice services over a data network and allows the merging of presence, calendaring and communications applications through IP connectivity. “By bringing voice functionality to the desktop, users can have all the capabilities they would have in a traditional office environment, from wherever they happen to be working,” says Boisvert.
Bell recommends its enterprise customers begin by deploying unified communications in a few departments and business units. Ask yourself, “What is the end-stage you want to reach?” and “Are your employees ready to adapt to new technology?”
With Generation Y employees there is an increasing interest around unified communications. “They have grown up with IM and they no longer use the telephone to communicate with their friends,” says Boisvert. “They are used to having several interfaces open at the same time on their PC and will come to expect unified communications in the workplace.
“Once corporations begin to realize a dollar value associated with employees’ productivity and effectiveness, they will probably be even more willing to invest in unified communications,” he says.
For companies considering unified communications, Bell offers an eight-week, fixed-price strategic consulting engagement that provides a definitive roadmap for moving towards a unified platform.
The unified communications ROADMAP from Bell helps large enterprises identify:
Why Bell?
Bell is a leader in driving ICT convergence strategies for enterprises. With a world-class, proven ICT infrastructure—backed by a cross-functional team of industry-leading experts and more than 125 years of business success—we are unique in our ability to provide flexible, end-to-end solutions and services that can be customized to meet evolving business demands.
Please visit www.bell.ca/enterprise/EntSol_Collaboration.page for: white papers, podcasts, assessment tools, brochures and more
Single Sign On extends VoIP functionality and savings
In just one example, the GTAA is realizing benefits beyond voice
“The business case for VoIP varies by the applications used, call activity patterns, company size and other characteristics,” explains Robert Bracey, President of Quartet Service Inc., a Toronto-based provider of computer/server, network and telephony support services. “Our best example is at the Greater Toronto Airports Authority (GTAA), where we’ve been supporting the voice networks for years.” Partnering with Cisco, Quartet has deployed advanced unified communications features for the GTAA and this experience can be leveraged to smaller companies.
“The business case for VoIP is usually much stronger when VoIP specific applications are deployed compared to when VoIP competes solely against traditional telephony.” The “Single Sign On” feature is a terrific example. With Single Sign On, any airline can use any position outfitted with GTAA-owned hardware. “We have created dynamic profiles in the system that are tied to an airline’s PC login. When they log into their workstation, an airline-specific profile is pushed to the VoIP phone that includes custom calling directories, long distance capabilities and private phone lines used for ticket sales, etc.,” explains Bracey.
The savings at the GTAA go well beyond those normally attributed to a voice platform. For example, with check in counters and boarding gates being dynamically reassigned through Single Sign On, airplane scheduling and passenger routing efficiencies are realized. It is this sort of creative application that is driving VoIP deployment.
Quartet has applied advanced unified communications features in other companies, as well. For example, for one Quartet client with multiple remote offices and a large mobile workforce, Quartet integrated a traditional PBX and a Cisco IP Express system to provide a
seamless 4-digit dialing plan over WAN connections. Soft phones were used extensively and immediate efficiencies were realized in team
colaboration. The next steps with this client are video conferencing and integrated document
management using various Webex tools. VoIP is going way beyond voice and Quartet is working with Cisco to lead the way.
For more information contact us at: 416-483-8332 or visit: www.quartetservice.com
Unified communications
step1: assess your network
An infrastructure upgrade may be required to get the most out of your system
As small and medium sized businesses explore the potential of unified communication solutions, it is a good idea for them to consider network upgrades to ensure they get the most out of their investment.
“If you don’t design your network to support your unified communications solution, you may end up with disappointing results,” says Jim Chisholm, Product Solutions Manager for Navigata Communications, a North Vancouver-based communications network provider.
While many businesses spend time evaluating the productivity advantages of unified communications solutions, they often fail to examine the underlying infrastructure requirements. “We provide our clients with information on how to get the most out of whichever unified communications solution they choose,” says Chisholm. “Developing a solid communications plan for your business as you head into something like this is really the most important thing you can do.”
The first question to ask yourself is, can your network partners support your business?
Integrating mobile applications, remote worker solutions and workforce collaboration tools will require a network access provider that understands what you want to accomplish and has the experience to deliver. “While there are many options, choosing the right service provider will ensure you get the most out of unified communications,” says Lori Jetha, Marketing Manager with Navigata.
Second, companies must ensure that their physical infrastructure supports the chosen unified communications solution. “A full assessment of your infrastructure can be done in four steps,” says Chisholm.
Step one: assess the cabling in your office to ensure it meets the requirements to support your unified communications solution. If overlooked, this can lead to expensive and unnecessary rewiring.
Step two: ensure you have an environment with good ventilation and climate control to house your IP PBX or central control equipment. Additional cooling may be required to maintain a consistent operating temperature for your equipment. Or you may choose to host your equipment in a co-location facility designed for this purpose.
Step three: ensure your network and equipment providers understand your security requirements are critical. If you are looking to maintain an existing firewall or router, you need to make sure it is compatible with the unified communications system that you choose.
“And lastly, it is important to understand where it is you want to do business,” says Jetha. “Whether you serve local, regional, national or international markets will have a significant impact on your business network services.” If you have multiple offices and want to take advantage of the workforce collaboration features that unified communications offers, then you will need to pay particular attention to the data network you choose, she says. “Basic ADSL services will not be adequate to support all the different multimedia applications running at the same time, so it may be necessary to upgrade your Internet bandwidth and capacity to improve collaboration.”
“Finally, it is important to determine how you intend to interact with customers, suppliers, investors and media outlets, because this will have an impact on the type of integrated network you require,” says Chisholm.
Ask the following question: “Do you want your staff on the phone or using email and other Web based multimedia, such as chat or Web conferencing applications, to interact with these groups?” The answer will help determine the bandwidth requirements and which type of network access services are right for your business.
Unified communications is revolutionizing the way businesses are communicating. With integrated multimedia functionality, there are now more ways than ever to serve customers and improve communication efficiency. “To maximize your investment, however, it is important to consider your network elements, to ensure you get the most out of unified communications,” says Chisholm.
Why upgrade your network for Unified Communications?
For more information contact us at: business@navigata.ca
or visit: www.yournetworkyourworld.ca
Supplements Archive
The maturing of unified communicationsAlthough many implementations are still in the trial phase, significant gains are being realized
Unified communications—systems which combine telephony, instant messaging, presence and Web conferencing—is beginning to change the way work is conducted in corporate settings across the country. Though there are significant cost savings realized when you replace multiple vendors with a single service provider which manages all communications systems and maintenance, the real return on investment is realized through timesaving and employee productivity.
Unified communications converts voice, e-mail, data, instant messaging and video into IP packets that flow across a controlled network. Delivering increased flexibility in work hours and location, unified communications supports the ever-increasing trend of the mobile workforce. Converting from legacy telephony the IP-PBX system means an employee or manager can be reached instantly no matter where he or she is situated.
Improved flexibility and reduced downtime means corporate employees spend more time working and less time waiting for messages to be retrieved and then returned.
While unified communications services are becoming increasingly popular, many corporations are still in the trail phase. In order to realize the true benefits of unified communications and maximize your investment, it is often necessary to make infrastructure upgrades as well. This can include improving Internet bandwidth and capacity to allow for calendaring, whiteboarding and presence applications; installing a dedicated Internet connection for conferencing and Voice over IP (VoIP) applications; and checking all routers, switches, firewalls and cabling in order to allow for applications which support worker mobility.
Unified communications is making it possible for large enterprises and small businesses alike to improve the quality of internal communications and customer service through safe and efficient means.
Moving to a single inboxIt’s never been easier to create efficient unified communications systems
Enterprise employees spend a significant amount of idle time each day trying to connect with others, unsure if they will be best reached via mobile phone, landline, Internet Messaging (IM) or e-mail. With so many communications tools available to each employee, the expectation is that messages will be received and responded to instantaneously. However, with a multitude of incompatible communications devices receiving numerous messages, follow-up communications are often taking much longer than necessary.
“This problem is becoming even more acute as we experience a major shift toward people working remotely,” says Josée Perron, General Manager Professional Services with Bell’s Network Solution Practice. “Now there is an even greater interaction needed among dispersed employees, partners, suppliers and customers.”
While the concept of a remotely accessible single inbox has existed for years, recent technology advancements make the reality and benefits of unified communications achievable for those organizations that are ready to begin the planning and implementation stages.
The primary return on investment (ROI) being realized by users of unified communications is an increase in employee productivity and noticeably improved internal and external communications. “The largest single value of unified communications lies in its ability to reduce human latency in business processes,” says Perron.”
“Unified communications is still an emerging market and many of our customers are currently in the pilot stages. We advise corporations that are thinking about deploying unified communications to take a step-by-step approach”, says Stéphane Boisvert, President, Bell Enterprise Group.
That first step involves migrating from legacy telephony systems to an IP-PBX, which delivers voice services over a data network and allows the merging of presence, calendaring and communications applications through IP connectivity. “By bringing voice functionality to the desktop, users can have all the capabilities they would have in a traditional office environment, from wherever they happen to be working,” says Boisvert.
Bell recommends its enterprise customers begin by deploying unified communications in a few departments and business units. Ask yourself, “What is the end-stage you want to reach?” and “Are your employees ready to adapt to new technology?”
With Generation Y employees there is an increasing interest around unified communications. “They have grown up with IM and they no longer use the telephone to communicate with their friends,” says Boisvert. “They are used to having several interfaces open at the same time on their PC and will come to expect unified communications in the workplace.
“Once corporations begin to realize a dollar value associated with employees’ productivity and effectiveness, they will probably be even more willing to invest in unified communications,” he says.
For companies considering unified communications, Bell offers an eight-week, fixed-price strategic consulting engagement that provides a definitive roadmap for moving towards a unified platform.
The unified communications ROADMAP from Bell helps large enterprises identify:
- Their vision for an end-state unified communications platform
- Specific availability, storage, network capacity, security and other obstacles that must be addressed
- The pros and cons of various unified communications solution options
- The high-level costs and benefits associated with moving a large enterprise’s data and voice messaging platforms to a single platform
- A representative implementation timeline based on current messaging and implementation best practices
Why Bell?Bell is a leader in driving ICT convergence strategies for enterprises. With a world-class, proven ICT infrastructure—backed by a cross-functional team of industry-leading experts and more than 125 years of business success—we are unique in our ability to provide flexible, end-to-end solutions and services that can be customized to meet evolving business demands.
Please visit www.bell.ca/enterprise/EntSol_Collaboration.page for: white papers, podcasts, assessment tools, brochures and more
Single Sign On extends VoIP functionality and savings
In just one example, the GTAA is realizing benefits beyond voice
“The business case for VoIP varies by the applications used, call activity patterns, company size and other characteristics,” explains Robert Bracey, President of Quartet Service Inc., a Toronto-based provider of computer/server, network and telephony support services. “Our best example is at the Greater Toronto Airports Authority (GTAA), where we’ve been supporting the voice networks for years.” Partnering with Cisco, Quartet has deployed advanced unified communications features for the GTAA and this experience can be leveraged to smaller companies.
“The business case for VoIP is usually much stronger when VoIP specific applications are deployed compared to when VoIP competes solely against traditional telephony.” The “Single Sign On” feature is a terrific example. With Single Sign On, any airline can use any position outfitted with GTAA-owned hardware. “We have created dynamic profiles in the system that are tied to an airline’s PC login. When they log into their workstation, an airline-specific profile is pushed to the VoIP phone that includes custom calling directories, long distance capabilities and private phone lines used for ticket sales, etc.,” explains Bracey.
The savings at the GTAA go well beyond those normally attributed to a voice platform. For example, with check in counters and boarding gates being dynamically reassigned through Single Sign On, airplane scheduling and passenger routing efficiencies are realized. It is this sort of creative application that is driving VoIP deployment.
Quartet has applied advanced unified communications features in other companies, as well. For example, for one Quartet client with multiple remote offices and a large mobile workforce, Quartet integrated a traditional PBX and a Cisco IP Express system to provide a
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Unified communications
step1: assess your network
An infrastructure upgrade may be required to get the most out of your system
As small and medium sized businesses explore the potential of unified communication solutions, it is a good idea for them to consider network upgrades to ensure they get the most out of their investment.
“If you don’t design your network to support your unified communications solution, you may end up with disappointing results,” says Jim Chisholm, Product Solutions Manager for Navigata Communications, a North Vancouver-based communications network provider.
While many businesses spend time evaluating the productivity advantages of unified communications solutions, they often fail to examine the underlying infrastructure requirements. “We provide our clients with information on how to get the most out of whichever unified communications solution they choose,” says Chisholm. “Developing a solid communications plan for your business as you head into something like this is really the most important thing you can do.”
The first question to ask yourself is, can your network partners support your business?
Integrating mobile applications, remote worker solutions and workforce collaboration tools will require a network access provider that understands what you want to accomplish and has the experience to deliver. “While there are many options, choosing the right service provider will ensure you get the most out of unified communications,” says Lori Jetha, Marketing Manager with Navigata.
Second, companies must ensure that their physical infrastructure supports the chosen unified communications solution. “A full assessment of your infrastructure can be done in four steps,” says Chisholm.
Step one: assess the cabling in your office to ensure it meets the requirements to support your unified communications solution. If overlooked, this can lead to expensive and unnecessary rewiring.
Step two: ensure you have an environment with good ventilation and climate control to house your IP PBX or central control equipment. Additional cooling may be required to maintain a consistent operating temperature for your equipment. Or you may choose to host your equipment in a co-location facility designed for this purpose.
Step three: ensure your network and equipment providers understand your security requirements are critical. If you are looking to maintain an existing firewall or router, you need to make sure it is compatible with the unified communications system that you choose.
“And lastly, it is important to understand where it is you want to do business,” says Jetha. “Whether you serve local, regional, national or international markets will have a significant impact on your business network services.” If you have multiple offices and want to take advantage of the workforce collaboration features that unified communications offers, then you will need to pay particular attention to the data network you choose, she says. “Basic ADSL services will not be adequate to support all the different multimedia applications running at the same time, so it may be necessary to upgrade your Internet bandwidth and capacity to improve collaboration.”
“Finally, it is important to determine how you intend to interact with customers, suppliers, investors and media outlets, because this will have an impact on the type of integrated network you require,” says Chisholm.
Ask the following question: “Do you want your staff on the phone or using email and other Web based multimedia, such as chat or Web conferencing applications, to interact with these groups?” The answer will help determine the bandwidth requirements and which type of network access services are right for your business.
Unified communications is revolutionizing the way businesses are communicating. With integrated multimedia functionality, there are now more ways than ever to serve customers and improve communication efficiency. “To maximize your investment, however, it is important to consider your network elements, to ensure you get the most out of unified communications,” says Chisholm.
Why upgrade your network for Unified Communications?
- Avoid voice quality degradation
- Enable worry-free business expansion
- Add new applications without network re-design
- Support multiple time-saving applications
- Save time/money by avoiding last-minute upgrades
- Upgrade to a dedicated Internet connection
- Increase Internet bandwidth to handle voice and other apps
- Check your office cabling capacity
- Ensure a secure, climate-controlled environment for UC equipment
- Get to know your network service provider’s capabilities
For more information contact us at: business@navigata.ca
or visit: www.yournetworkyourworld.ca
Supplements Archive
