Presence and the Unified User Experience

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Presence and the Unified User Experience (B-07)D
avid SchenkelSenior Technical AnalystADTRAN

• 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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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

ADTRAN Headquarters, Huntsville, AL

• 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

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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 resources presence information
• Who can connect with a resource, when, and using
  what communications modes

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Sources of Presence
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Sources and Timeliness of Presence
Source 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
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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

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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

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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

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IM/Social Networking Examples
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UC Client Examples
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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
• Out-calling capability for call forking,
  find-me-follow me, notifications, escalation,
  follow ups.
• Recognize calling party from Contacts, LOB
  databases, voice biometrics
• Multimodal Communications (voice, fax, email, IM,
  SMS)
• Presence aggregation from multiple sources

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Examples of Presence Applications

• Some examples of how presence could be applied to
  some common communications problems.
• One Number call routing
• After-Hours Access to Health Care
• Follow the Sun Around The World

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One Number call routing
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One Number call routing

• Benefits
• ROI approximately 4-16 months for 20 users or
  more by reducing cellular, roaming, fax line
  costs.
• Calls routed through the companys
  infrastructure. Calls can be routed to the
  contacts most cost effective device.
• Cell phone numbers remain private, calls still
  routed to company if contact leaves company
• Improves relationships by providing consistent
  access to the contact/backup to all callers
• Controls when contacts receive calls out of hours
• Uses the same number for voice and fax

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After-Hours Access to Health Care
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After-Hours Access to Health Care

• Benefits
• ROI approximately 2-4 months by eliminating
  outsourced answering service
• Reduces service times
• Improves relationships by providing consistent
  service/experience for all patients
• Real time synchronized with duty roster in DB
• Eliminates errors by answering service

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Follow The Sun Around The World
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Follow The Sun Around The World

• Benefits
• ROI approximately 2-4 months for 10 locations
  worldwide.
• Use global resources to provide 24/365 service
• Uses regional phone numbers to call into company
  infrastructure
• Calls can be routed to the contacts most cost
  effective device
• Improves relationships by providing consistent
  service/experience for all customers
• Controls when contacts receive calls out of hours

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Thank you!
David Schenkel Senior Technical
AnalystADTRAN Enterprise Networks Division tel
1 [phone] e david.schenkel_at_adtran.com w
www.adtran.com