Presence and the Unified User Experience (B-07) David Schenkel Senior Technical Analyst ADTRAN The cost savings and multi-device, location-agnostic access to communications services have thus far been the hallmark of VoIP and Unified Communications, allowing business users to increase productivity without a massive increase in human resources. But, truly remarkable benefits from IP-based communications come from adding presence and a unified user experience into the business communications environment, truly allowing businesses to gain maximum value from their technology investments by enabling more precise communications and less wasted time. However, just as with most new technologies, presence and user experience are open to interpretation, and there exist vast variations between offering from various vendors. This session will explore the foundational elements of presence, why it matters, what to look for, and importantly, how to use it effectively.
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Presence and the Unified User Experience (B-07) David Schenkel Senior Technical Analyst ADTRAN
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Presence and the Unified User Experience (B-07)
David SchenkelSenior Technical Analyst
ADTRANThe cost savings and multi-device, location-agnostic access to communications services have thus far been the hallmark of VoIP and Unified Communications, allowing business users to increase productivity without a massive increase in human resources.
But, truly remarkable benefits from IP-based communications come from adding presence and a unified user experience into the business communications environment, truly allowing businesses to gain maximum value from their technology investments by enabling more precise communications and less wasted time.
However, just as with most new technologies, presence and user experience are open to interpretation, and there exist vast variations between offering from various vendors. This session will explore the foundational elements of presence, why it matters, what to look for, and importantly, how to use it effectively.
Who is ADTRAN?• Leading provider of UC, networking and
communications equipment
– ADTRAN solutions enable UC, voice, data, video, and Internet communications
– Widely deployed by carriers, SMBs and enterprises worldwide
– Nearly every T1 in the nation delivered via ADTRAN equipment
– Market leadership position in IP Business Gateways and #2 in Branch Office Access Routers
• Over 25 years of experience building innovative solutions supporting next generation technologies
Fast Facts:• Founded in 1985• Publicly traded on NASDAQ: ADTN• 2009 revenue - $484 million• 1,700 employees worldwide• 50 countries • Broad portfolio – 1,700 products
Fast Facts:• Founded in 1985• Publicly traded on NASDAQ: ADTN• 2009 revenue - $484 million• 1,700 employees worldwide• 50 countries • Broad portfolio – 1,700 products
ADTRAN Headquarters, Huntsville, AL
What is Presence?• Availability and capability status of things, contacts or groups
– May have levels of timeliness from seconds to years– Various Components
• On the phone• On-line/Off-line, available, busy or other status• On vacation, in a meeting• Part of an On-call group• Part of an expertise or responsibility group• Present, not present, occupied, not occupied for things
– May indicate location, device in use, and available comm modes• Associated rules, permissions, and priorities may determine
– Who can see a resource’s presence information – Who can connect with a resource, when, and using what
communications modes
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Sources of Presence
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Sources and Timeliness of PresenceSource Description Relationship Timeliness
PBX Phone Are you on the phone Individual Seconds
PC Desktop Are you working on your PC, are you available
Individual Minutes
Mobile Device Are you available on your mobile, where are you
Individual Minutes
IM/Social Networking
Are you online in your account Individual Minutes
Calendar Are you in a meeting, on vacation, out of office
Individual Minutes-Years
LOB Database Is conference room available, is the taxi here
Things Minutes-Years
Duty Rosters Are you on call, who is on call, who is the backup
Group Days-Months
Groups Who has expertise, responsibility Group Weeks-Years
IM/Social Networks
Mobile
Tablet
Calendar
`
PC
LOB Database
Rosters
PBX
Why Do We Need Presence?• Increases the success and timeliness of reaching a needed resource
• Also referred to as Reducing Human Latency (the time delay in initiating and reaching a needed contact or resource)
• Get the right resource at the right time• Two General Uses:
– Collaboration: Allows workers to better reach co-workers, suppliers, partners, or customers.
– Service: Allows customers to reach service workers and get action faster
Why Presence Matters• Gives a return on investment (ROI) based on:
– Improving business processes, increases efficiency (Collaboration)
• Improves ability for workers to collaborate (lets you find the right person faster, enables ad-hoc meetings)
• Eliminates excuses for being un-contactable• Enables corporate policy (e.g. QOS), imposes discipline
– Improving customer intimacy (Service)• Reduced service times for customers (shorter resolution times, faster interaction, happier customers)
• Allows automation of call redirection, reduces staff requirements
What to Look for in Collaboration• UC Systems/Desktop Applications with:
– Open standards presence (e.g. XMPP) enables:• Presence aggregation and federation with other systems (e.g.
telephony presence integrated with desktop/mobile presence)• Presence and IM with cloud based social networking, IM systems
– Multimodal Communications (IM, voice, conference, fax, video, email), ability to add other workers to the conversation and change modes (e.g. IM to voice to conference by adding co-workers)
– API to enable presence and multimodal communications within Line of Business applications
– Access permissions for Workgroup/expertise groups– Built-in call re-direction capabilities based on presence and who
is calling
IM/Social Networking Examples
UC Client Examples
What to Look for in Service• UC/IVR Systems with presence aware application development environments that enable:– Easy custom development of call flows for Autoattendants/IVR Services/Personal Assistants
– Call flow behaviour based on presence and LOB database content, calendar, TOD/DOW, etc