The integration of mobility into the corporate network continues to be a challenge for enterprises of all sizes. Ovum’s research shows that most companies struggle with separate fixed and mobile devices, independent infrastructures and separate voicemail systems.
There are several approaches to mobile UC. Deeper integration will generally imply higher deployment complexity and higher up-front costs but may result in more functionality, easier operational management and better user experiences. From a solution standpoint, the convergence for the fixed and mobile services can be deployed at different points. Understanding these possibilities will help an enterprise in their journey into mobile UC.
Device convergence
This approach does not require a great level of integration and is normally an easy way to deploy office-grade services for mobile users. Different applications and services can be hosted in different locations and managed in distinct ways. Applications are treated as independent stove pipes and converged at the user’s device, which is normally the only point in common between them. A mobile worker, for example, can access through his smartphone the corporate email service and telephony service, and may also select manually the most cost-efficient wireless network from a public cellular network or a private wireless LAN available each time.
This is common with companies that take the step-by-step approach to mobility, deploying applications when a specific need arises. However, with the growing number of services, enterprises are starting to realise that it’s extremely challenging to control, provide security for and manage multiple applications without a unified approach. Furthermore, the lack of consistency across the applications might compromise the user experience and productivity.
Voice platform convergence
The central point of convergence is the customer premise equipment, normally a communication platform such as an IP PBX, where collaboration features such as voice, presence information, IM, email and business applications are integrated and available to the users across the fixed and mobile infrastructure.
Currently, most IP telephony vendors support this approach and are in a position to offer different levels of integration and functionality. Solutions range from the simple mobile extension, where cell phones behave as PBX extensions, to complete mobile UC solutions with intelligent roaming based on dual-mode devices (Wi-Fi and cellular) and integration with business applications. These solutions are normally deployed by enterprises and don’t require a lot of carrier involvement - although some service providers offer managed UC platforms.
This carrier-independent approach gives enterprises a high level of control and flexibility. However, this normally implies higher capex (although some vendors are already providing financing conditions) and higher operational costs due to the need for voice calls to be routed through the enterprise PBX. As a result, this is recommended for enterprises that value telephony functionalities and expect significant efficiency improvement from extending enterprise voice functionalities to mobile workers.
Software collaboration platform convergence
Like voice platform convergence, this is also controlled and deployed by the enterprise. However, the starting point is a software collaboration platform rather than a voice platform. While the previous kind of convergence is normally deployed by IP telephony vendors such as Cisco and Avaya, application convergence is driven by software collaboration vendors such as Microsoft and IBM - although IP telephony vendors are also doing most of their integration at the software layer.
Enterprises that want to keep control at their premise and avoid being locked into a service provider can integrate services either at the application level or at the voice platform level. There is an increasing convergence of these two layers. As more voice services are managed as just another data application, the distinction between these approaches is blurring. Enterprises should choose their approach based on their existing solutions and which services for mobile users they consider to be of the highest importance.
Cloud convergence
Multiple services, including voice, are integrated by a service provider within its networks and delivered to enterprise users across multiple access networks, including using resources from partners and the enterprise’s own infrastructure. These services are hosted in the service provider’s network. They can be provisioned on demand or in an automated fashion and can be accessible at any device. Services can be easily integrated and the end user can consume services in new ways, applying usage-based pricing models that previously were not available.
An increasing number of telcos are looking to incorporate new service features into their networks, such as presence, storage, location services and even computing. They are developing new platforms designed with a common set of services from which all products in the portfolio are built out, offering the enterprise greater service flexibility. Most are focusing primarily on the SME market. In our view this makes sense, as SMEs have a high appetite for hosted and managed services.
The advantage for enterprises is that the hosted approach can avoid up-front capital investment and brings the flexibility they need to respond quickly to market pressures. This allows them to pay as they grow or reduce their operations when business gets tough. However, most of the offerings are still in the early days and larger enterprises might think it’s too risky to have their communications locked in with a single provider and will prefer to retain management and control.
*Claudio Castelli is a Senior Analyst for Ovum.