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BUSINESS MADE SIMPLE
Nortel Agile Communication EnvironmentMaximizing Employee Efficiency and Satisfaction while Delivering Cost Savings through Nortel UC Applications
Paul Relf – paulre@nortel.comProduct Management Leader, ACE
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Customer Contact(Customer Centric)
Unified Communications
(Knowledge Worker Centric)
IP Telephony(Network Centric)
Business Contextual CommunicationLo
wer
Val
ueH
ighe
rV
alue
Tactical Total Cost of Ownership -> Hard ROI Strategic
Val
ue
Communication EnabledBusiness Solutions
(Enterprise Centric)
Nortel Agile Communication Environment A Unified Architecture Based Upon Enterprise IT Standards
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• Integration Into your IBM Desktop environment
• Click to Call, Release Call• Telephony Presence• Click to Conference (with NMC)
• Hotdesking Support• Communications follows you• Presence driven FindMe, FollowMe• Remote control of your desktop phone• Works with IP and TDM networks
• Integration of IM into ACE Toolkits
• Click to Text• Presence (IM, Calendar)
IBM Lotus SametimeDesktop User Experience
Key ’09 Deliverables: Support for CS1000 and Cisco Call Manager and Hotdesking is available today. Expect alignment with IBM’s about to launch “Sametime Unified Telephony” SUT offer and support for additional platforms including Avaya Source: uses a Forrester Model for monetizing productivity
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• Integration into Desktop Environment
• Click to Call• Telephony Presence• Advanced Routing support using ACE
• Hotdesking Support• Communications follows you• Presence driven FindMe, FollowMe• Remote control of your desktop phone• Works with IP and TDM networks
• Smart Tags• Microsoft Smart Tags provide support
for Outlook and Office.• Integration of IM into ACE
Toolkits• Click to Text• Presence (IM, Calendar)• Additional Available Context
Source: uses a Forrester Model for monetizing productivity
Key ’09 Deliverables: Support for CS1000 is currently available (ACE 1.2). Integration with Cisco Call Manager is currently in trials and is expected to GA mid summer. ACE Webservices (Click to call, chat, and presence) and Hotdesking support are under development
Microsoft Office CommunicatorDesktop User Experience
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• Outlook Plug-in• Initiate Click to Dial from Outlook!
• Internet Explorer Plug-in• Initiate Click to Dial from ANY
web-site!
Source: uses a Forrester Model for monetizing productivity
Microsoft Outlook / Internet ExplorerDesktop User Experience
Key ’09 Deliverables: Internet Explorer and Outlook plug-in’s are currently shipping to lead customers. GA expected mid summer.
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• Easily designate any telephone to temporarily operate as your office phone
• Workspace Sharing• Assignment of communications
to people as they drop into shared workspace environment
• Heterogeneous Network “Follow-Me”
• Allow communications to follow mobile employees so they remain reachable and effective while on the road
Hot-Desking User Experience
Key ’09 Deliverables: Hotdesking is deployed in many customer environments today. Expect tight integration with OCS and Sametime in the second half of ’09.
Minimal Upfront Investment3 – 6 month payback
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• What is it?• Mobile ACE provides access to
your Enterprise communications through your BlackBerry. Initial focus is on Location services, Toll Avoidance applications, and Productivity.
• Save cost• Avoid high long distance and
international charges from mobile company
• Increase productivity• See status and location of your
contacts on your mobile to make sure call reaches them when they are available
20-40% Reduction in Mobile Long Distance3 – 6 month payback
Road Warrior User Experience
Key ’09 Deliverables: Mobile ACE is currently under development with lead customers. The current focus is Location services, Toll Avoidance, and Productivity. Expect Mobile ACE to be GA in the second half of 2009.
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Sales Rep User Experience – CRM
• Make your Sales / Marketing team more effective
• Click to Dial Names, Numbers, Contact Lists and Customer Records
• Call Notification Toaster with context launching (new contact, screen-pop)
• Outreach Assist• Voice Drop - Allow user to drop out of a
conversation or voice mail to play a pre-recorded marketing message (i.e. for sales people, call agents)
• Voice Blast - ability to inform mass audiences or groups of critical or relevant events
“Hi its Nancy, I wanted to dropyou a quick note about…”
Directory Access User Experience• Communication Enable
your Corporate Directory • Click to Dial (names, numbers,
and roles)• Click to Speech Dial (voice
enabled directory)• Presence Integration, video• Intranet directory, Browser Plug-
ins• Conferencing
• Road Warrior Solutions• Speech Dialing (names, roles)• Directory Access from BlackBerry
“Please state the name of the person you would like
to reach”
Source: uses a Forrester Model for monetizing productivity
“John McKinnon On Conference”
Communications Enabled Business Solutions:A Comprehensive Environment
Infrastructure
Communication Applications & Development Environment
Abstraction Layer& CommunicationFoundation
CommunicationsEnabledBusinessSolutions
OtherPartner
Solutions
MobilityVerticalSolutions
Business Apps
Desktop(Productivity)
Nortel VoicePortfolio
3rd PartyVideo Including
Tandberg / Polycom
Avaya VoiceServers
IM PlatformIncluding
OCS and Sametime
Agile Communication Environment
CustomerSupport
BusinessProcesses
Optimization
Intelligent Agent
NotificationManager
EnterpriseExpert Finder
Others…
ContextualeCommerce Mobile WorkflowDrop /
Blast
Hotdesk
Other 3rd Party Voice Servers 3rd Location
Servers
Network Adaption | Service Oriented Architecture | Web 2.0
Cisco VoiceServers
ACE Brings It All Together
PSTN
Corporate PortalBusiness Applications
Microsoft OCS
Nortel VoiceNortel ConferencingOCS VoiceCisco Call ManagerAvaya Tandberg VideoTurretEtc…
CorporateVoice/Video
TDM/IP
Pre-packaged Integration• Click to Dial (audio/video)• Click to Speech Dial• Click to Conference• Presence• Hotdesking Enabled
UC Applications• Corporate Directory - click to dial / presence - click to speech dial• IE, Outlook Plug-in • Mobile ACE • Hotdesking - dynamic routing - dynamic presence - context enabled routing• etc…
SIP, TR-87, JPATI, XML, …
Pre-packaged Integration• Speech Dial (Directory)
Nortel Agile Communication Environment
Business Process Integration• CRM, ERP, BI, Custom• Contact Center Integration• Context (Presence, Location)• Notification Manager• Speech Services• etc.…Business Application Connectors
• CRM, ERP, BI, Custom• Drop/Blast, Screen Pop, History, etc.
Services Lifecycle Approach
• Vendor Agnostic Approach
• Comprehensive, End to End Model
• Customer Choice & Flexibility
• Partner Ecosystem
PACKAGED APPLICATIONSCustomer-Proven Success!
UC Desktop Hot-Desking Drop and Blast
Communications Portal
Productivity ApplicationsFor the Nortel Agile Communication Environment
Long Distance/Roaming Optimizer
15 Nortel Confidential
CUSTOM APPLICATIONSCommunications-Enabled Applications & Business Processes
Automated Communications
(events/data)
CRM/ERP/SCM App Integration
Mobility Portal& Apps
Location Based Apps
Business ApplicationsFor the Nortel Agile Communication Environmentthe possibilities are endless
Speech Integration
Toolkit and/or Solution
Orchestration for Real-Time Services
Multi-vendor Cross-Domain
Why Nortel?Simplicity Over Complexity
An open, flexible, multi-vendor approach that accelerates the delivery of communications-enabled applications
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