Sorell Slaymaker
Sorell Slaymaker has 20 years of experience designing, building, and operating networks and the communication services that run across them....
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Sorell Slaymaker | February 06, 2012 |


Applying UC Architecture

Applying UC Architecture This framework is vendor independent, letting you leverage what you already have and use best-of-breed products, versus a single vendor strategy.

This framework is vendor independent, letting you leverage what you already have and use best-of-breed products, versus a single vendor strategy.

Unified Communications projects require the integration of people, processes, information, and technology to be successful. Too many enterprises skip the UC architecture process and go immediately from business requirements to implementing technology. This is rarely successful, since most UC technologies are sold as products that need customization and integration in order to provide a UC solution.

This year at Enterprise Connect, I will be presenting a UC Architecture Framework again. Last year's focus was on how this architecture has come about through the combination of TOGAF, IMS, and Sorell's framework, and how to go about building UC Architecture. This year, we will focus on how to apply this UC architecture framework, and a few use cases. This framework is vendor independent, which enables organizations to fully leverage what they already have and best-of-breed products, versus trying to force a single vendor strategy.

A common cause of a UC project failing can be seen in the case of an organization that has a requirement from senior management to implement high-definition video conferencing and just goes out and selects a product and installs it. The architecture work of who was going to use it, when, where, and why, and what this solution was going to provide over and above existing conferencing solutions, was not done. Scheduling of who could use the solution and when, integration with 3rd party and desktop conferencing and calendaring, and enabling files to be easily shared were not thought through nor documented, resulting in the new video conferencing system being utilized less than 20% of the time.

Two successful use cases which we will be reviewing in more detail in at Enterprise Connect will be:

1) Tripling Sales Close Rates--A contact center that took sales calls used real time analytics to determine the probability of someone buying something and then matched the best opportunities with the best agents and saw their close rates rise from 6% to 18%, which added over $200M in additional revenue in the first year. The second year, they added additional speech analytics, real time reporting, virtual coaching, multi-lingual, and virtual hold, which drove their close rates to 23%.

2) Improving IT MTTR by 150%--An enterprise IT operations center deployed a solution that would alert the right technical people within 2 minutes when a system and/or application failed. The notification went out and the technical staff just needed to click a single button and they would be joined to a web conference that showed the alert, who was on and speaking, SharePoint site for the run books and all information regarding this system/application, and share logs and other information, real-time. Mean Time To Repair of major system/application outages went from 2.5 hours to just under 1 hour.

The mantra for IT Architecture is "design twice, deploy once", which comes from our fellow construction workers who "measure twice, cut once". While this makes sense, most folks want to see immediate results and will try and skip as much of the planning process as possible. For those of you who have ever built or remodeled a home, you know that coming up with that blueprint design is a critical step for a successful outcome. The UC Architecture Framework will help you develop the blueprint for your next UC project and help ensure its success.


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May 31, 2017

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April 19, 2017

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July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.