October 2008

Executive Summary

Unified Communications (UC) is now delivering consistently positive results through targeted implementations. Applications and benefits are documented in both User Productivity (UC-U) and Business Process (UC-B) categories. The Secret of these successes is to change something in the business to eliminate communication hot spots. The Secret Ingredient to assure success is the engagement of Professional Services to identify, design and implement the changes. This White Paper describes the types of Changes to look for, the Professional Services activities to engage, and examples of successes and returns that other companies are already achieving.

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Introduction

In today's global environment, the vast majority of companies experience a set of continually increasing business pressures, regardless of industry or size. While not all companies experience the same pressures, the results are remarkably similar. In order to compete effectively, they must become increasingly agile. In this context, a company is considered to be agile if it can respond in real time enough fashion to situations that impact the health and well being of the enterprise and its stakeholders.

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The theory of unified communications says that is should provide a single point of access to all message types - voice, fax, email and SMS - from virtually any communications device such as telephone, personal computer, PDA or web browser through the Internet.

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Strategic Path talks UC with IBM's Craig Campbell

SP: the UC pitch has evolved beyond 'personal productivity' to 'integrating UC into the business process'. Can you explain what this actually is, and how it is done, for those trying to keep up?

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Philip Goldie, Director,Enterprise Product Marketing, Nortel, Asia answers our questions.

SP: A lot of terms are now being brought to market – and with them some confusion – does Nortel see a difference between unified communications and collaboration?

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