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1、Critical Capabilities for Unified Communications18 August 2015ID:G00269472Analyst(s) :Steve Blood , Bern ElliotVIEW SUMMARYChanges in the ways people work together are redefining how IT leaders should assess the product capabilities of unified communications providers. This is placing an increased f

2、ocus on single-vendor platforms to meet the majority of core UC functional requirements.OverviewKey FindingsLeading unified communications vendors suite capabilities are maturing, such thatmany will satisfy IT leaders requirements to deploy single-vendor solutions spanning on-premises and cloud infr

3、astructures.Client applications for PCs and mobile devices (such as tablets and smartphones) willstill be required, because Web real-time communications is in its infancy.Desktop and mobile videoconferencing are becoming increasingly key components ofUC solutions, as is the integration of desktop so

4、lutions with group video systems.End-of-support notices for legacy PBX platforms, as well as the desire not to invest innew IP-PBX platforms, are driving interest in UC suite solutions.RecommendationsDetermine whether your user groups would benefit more from a telephony-centric or acollaboration-cen

5、tric approach when selecting a single UC platform.Assess traditional communications practices to determine whether the telephony andconferencing capabilities offered by your proposed UC vendor are good enough to drive a single-platform approach.Evaluate hybrid solutions of blended on-premises and cl

6、oud capabilities when there isgreater demand for collaboration with external parties, or when WAN capacitylimits thebroader adoption of internal multiparty sessions.What You Need to KnowThis years focus for Critical Capabilities in Unified Communications includes a reassessment of all capability rat

7、ings against revised definitions. Therefore, its inappropriate to compare this years performance with last years ratings to define progress.In our analysis, all of the vendors listed in the Magic Quadrant have all of the core unified communications (UC) capabilities:TelephonyConferencingInstant mess

8、aging and presenceClientsHowever, not all of these have been tightly integrated as a single suite. In some cases, vendors use partners to complete a total solution or, in other cases, they use standards to integrate their separate products together.Although both of these have been useful strategies

9、for adding capabilities to established platforms in place of a rip-and-replace approach, we are increasingly seeing a need for organizations to focus the vendor selection process on providers with more tightly integrated suite capabilities, to enable a more intuitive user experience, while addressin

10、g the challenges of reducing the total cost of ownership (TCO) for maintaining separate product platforms. In this years Critical Capabilities research, the focus for rating favors all the core UC capabilities as a single unified suite.Although the four use cases from last year remain, we have added

11、 a 10th critical capability: continuous unified communications and collaboration (UCC). This adds context-enabled, synchronous flows or projects. We do not yet regard this capability as one of the core requirements of a UC suite; however, we are seeing increased interest in some of these capabilitie

12、s.The need to blend on-premises capabilities with the cloud continues to be important. We see this offering of hybrid environments as satisfying organizations requirements for more-managed service, as well as the need to fill in the gaps in networking capacity and the shortfalls in interoperability

13、for external collaboration (see Hype Cycle for Unified Communications and Collaboration, 2015). This is different from the requirements of a wholly cloud-based capability, in which the entire solution is satisfied by an externally hosted infrastructure (see Magic Quadrant for Unified Communications

14、as a Service, North America With Additional Regional Presence).Organizations should continue to select an anchor vendor for their UC environments, because this will offer a more consistent user experience, with a lower TCO than maintaining integration with competing suppliers. However, taking into a

15、ccount how user requirements are different, it is equally important to consider integration and interoperability, where a multivendor environment is still required.UC is, in most cases, a Mode 1 initiative within a bimodal IT strategy (see Leverage Bimodal IT Methods to Advance UCC). UC platforms ar

16、e sourced, managed and supported as a core IT responsibility. Although this is a formula that both suppliers and customers are comfortable with, the opportunity to address Mode 2 bimodal IT initiatives will be increasingly important in addressing user requirements and group collaboration requirement

17、s.AnalysisThis research is intended to help organizations define their requirements and select specific products that match their needs as aligned with one of the use cases. This research provides an overview of the UC products of the vendors included in the Magic Quadrant for Unified Communications

18、. It evaluates their effectiveness in addressing users needs in four use cases A full UCC environmentwith strongrequirements for telephonyA full UCC environmentwith strongrequirements for collaborationAn anchor vendorwith theability to integrate withcomplementary or competingvendorsA hybrid implemen

19、tation to take advantage of on-premises and cloud capabilities,integrated as a common use caseThis research differs from the Magic Quadrant for Unified Communications, in that the focus is on product capability, rather than on the broader set of evaluation criteria for vision and execution in a Magi

20、c Quadrant. This research is intended to help organizations assess product capabilities against a set of user requirements aligned with one or more of the defined use cases.Critical Capabilities Use-Case GraphicsVendors Product Scores for the Full UC With Strong Telephony Requirement UseCaseAs of Au

21、gust 2015Product or Service Scores far Full UC With Strong Telephony RequirementCisco Business Edition 7000Mitel MiCollabAma啊 Aura PlatformUnrfy OpenScapeShoreTel ConnectALE Alcatel-Lucent OpenTouch SuiteNEC Univerge 3CMicrosoft Skype far BusinessHuawei eSpaceInteractive Intelligence Cjstomer Intera

22、ction CenterIBM SametimeSource: Gartner (August 2015)Vendors Product Scores for the Full UC With Strong Collaboration Requirement UseCaseProduct or Service Scores far Full UC With Strong Collaboration RequirementCisco Business Edition 70002.83Micro$oft Skype far BusinessUnify Open Sc apeIBM Sametime

23、Mitel MiCollabALE Alcatel-Lucent OpenTouch SuiteShoreTel ConnectAvaya Aura PlatformHuawei eSpaceNEC Uni verge 3CInteractive Intelligence Customer Interaction Center345As of August 2015Source: Gartner (August 2015)Vendors Product Scores for the Ability to Work With Complementary Vendors UseCaseProduc

24、t or Service Scones for Ability to Wark With Complementary VendorsIBM SametimeAvaya Aura PlatformCisco Business Edition 7000Unrfy Open ScapeMitel MiCollabInteractive Intelligence Customer Interaction CenterShoreTel ConnectMicrosoft Skype fcBusinessALE Alcatel-Lucent OpenTouch SuiteNEC Univerge 3CHua

25、wei eSpace345As of August 2015 TSource: Gartner (August 2015)Vendors Product Scores for the Ability to Offer Hybrid Solutions Use CaseProduct or Service Scones far Ability to Offer Hybrid SolutionsCisco Business Edition 7000Microsoft Skype for BusinessUnify Open ScapeIBM SametimeMitel MiCollabShoreT

26、el ConnectALE Alcatel-Lucent Op的Touch SuiteNEC Uni verge 3CAvaya Aura PlatformHuawei eSpaceInteractive Intelligence Customer Interaction Center345As of August 2015Source: Gartner (August 2015)VendorsALE Alcatel-Lucent OpenTouch SuiteParis-based ALE is 85% privately owned by China Huaxin and 15% owne

27、d by Alcatel-Lucent.ALEs Alcatel-Lucent OpenTouch Suite (OTS) is the flagship multidevice, multimedia UC suite. It supports the full range of core UC capabilities, from basic telephony to multiparty conferencing.The OpenTouch platform (see Table 1) for enterprises was launched in 2011, followed by t

28、he cloud variant in 2013. OpenTouch is available through ALEs partner network, which has its strengths in Europe, but includes global representation.Table 1. Details on ALE Alcatel-Lucent OpenTouch Suite CapabilitiesCritical CapabilitiesDetailsTelephonyOTS maintains a rich set of telephony features

29、that support a range of users; however, it is limited in scale to 5,000 users. OmniPCX Enterprise (OXE) complements OTS for greater scale with just the enterprise telephony-centric requirements.ConferencingOTS fully supports audio, Web and videoconferencing requirements as a single application, empl

30、oying session shift to move among devices and communication modalities. Partner Lifesize is required to scale videoconferencing to beyond 188 participants.MessagingUnified messaging (UM) is integrated into OTS, or it can be centralized as part of a scalable OXE Communications Server network. UM is a

31、 consistent experience across all ALE devices and applications, and it supports synchronized messaging with Microsoft Exchange Server and Google Mail.Instant Messaging and PresenceIM and presence are native capabilities of OTS and are supported across all devices.Embedded federation supports XMPP an

32、d SIMPLE-compliant services.ClientsAlcatel-Lucent OpenTouch Conversation is a strong user experience for OTS spanning PC clients, browsers and mobile devices. It supports all OTS UC capabilities securely, and it integrates with collaboration applications from Microsoft, IBM and Google. A freemium ve

33、rsion, OpenTouch Conversation, Entry will be launched in 4Q15.Interoperability/IntegrationOTS integration approach favors open standards, using published APIs where possible.REST is now the preferred flavor of Web services implementation.AdministrationOmniVista 8770 Network Management System (NMS) p

34、rovides centralized administration and management for all ALE UC applications and Lifesize for videoconferencing. Alcatel-Lucent VitalSuite for analytics and business intelligence (BI) on network performance is now sourced from former parent company Alcatel-Lucent.HybridOn-Premises/CloudOTS deployme

35、nts span on-premises and hybrid cloud within the same logical deployment or network, with all components virtualized with VMware or Hyper-V. Availability of the cloud hybrid is constrained by a lack of partner deployment worldwide.Mobility SupportThe focus for mobility is on enabling smartphones and

36、 tablets to be used with OTS messaging and voice, and videoconferencing applications specifically with tablets. Development is limited to iOS and Android OSs.Continuous UCCThere is no support for continuous UCC applications either in-house development or with partners.Source: Gartner (August 2015)Av

37、aya Aura PlatformAvaya is a U.S.-based, privately held company with headquarters in Santa Clara, California, with ownership by private equity firms TPG and Silver Lake Partners. Avaya offers a range of products targeting specific market segments, with scale varying by platform. Avaya Aura is the fla

38、gship solution that includes telephony and UC. It comprises Avaya Aura Platform (AAP), Applications, Engagement Development Platform (EDP) and Scopia Video Conferencing. The Avaya Aura architecture (see Table 2) was launched in 2009. It is available primarily through its global channel partner netwo

39、rk or from Avaya directly.Table 2. Details on Avaya Aura Platform CapabilitiesCritical CapabilitiesDetailsTelephonyAvaya Aura Communication Manager includes a rich set of enterprise telephony features as applications of AAP, which provides Session Manager, System Manager and Presence Services. Telep

40、hony is an integrated, scalable capability of Aura Platform.ConferencingAvaya Aura Conferencing supports audio, video and Web conferencing for as many as 15,000 concurrent sessions. It integrates with Communication Manager through SIP. Avaya Scopia is a separate videoconferencing solution that inclu

41、des some integration with Avaya Conferencing for the sharing of system resources. A single unified platform for conferencing services is under development.MessagingAvaya Aura Messaging is a dedicated, SIP-based voice-messaging application that integrates with Avaya and third-party telephony platform

42、s supporting as many as 30,000 users in a single system.Instant Messaging and PresenceAvaya Aura Presence Services is a core entitlement of AAP for presence and IM services that scales to 125,000 users across Avaya clients and endpoints in multiple clusters. Avaya Multimedia Messaging extends servic

43、es to files, pictures and video, and interoperates with Presence Services through XMPP and SIMPLE.ClientsAvaya Communicator is the single client interface for accessing Avaya UC applications, a consolidation of earlier desktop and mobile clients (One-X and Flare Experience). Avaya Scopia has a separ

44、ate set of clients, although these are planned to be integrated into Communicator as a future initiative. Avaya Communicator for Lync and Skype for Business is an updated version of Avaya Client Applications that integrates Avaya UC through the Microsoft Lync and Skype clients.Interoperability/Integ

45、rationAvaya Engagement Development Platform (formerly Avaya Collaboration Environment) is Avayas core approach to integration, with snap ins for reusable integration capabilities. Avaya uses open standards and published APIs to integrate its own range of UC platforms, as well as other products. Avay

46、a Video Gateway provides interoperability with competing immersive telepresence systems. The acquisition of Esna Technologies will boost its integration capabilities with Google and other Web-based applications.AdministrationAvaya Aura System Manager provides centralized administration and managemen

47、t for the Avaya Aura core, network and applications. Additional elements are available forTable 2. Details on Avaya Aura Platform CapabilitiesCritical CapabilitiesDetailsperformance and fault management. Separately, bandwidth management/access management is carried out with Aura Session Manager; Ava

48、ya Scopia Management is another administration platform for Scopia video.HybridOn-Premises/CloudAll applications in AAP can be virtualized with VMware for deployment between on-premises and hybrid cloud environments. Avayas approach to hybrid relies on its partner network, as well as its own growing

49、 capabilities, and, because it was later to market with commercial offers for partners, the hybrid option is still maturing.Mobility SupportThe mobility focus is on enabling Aura Platform applications to work on smartphones and tablets. Avaya Engagement Development Platform provides server-side appl

50、ications to enable voice calling on mobile devices that support HTML5/WebRTC. Avaya Communicator for mobile is limited to iOS and Android OSs.Continuous UCCThere is limited support beyond some legacy capabilities for continuous UCC applications either in-house development or with partners.Source: Ga

51、rtner (August 2015)Cisco Business Edition 7000Cisco is a U.S.-based public company with headquarters in San Jose, California. Its Unified Communication solution for enterprises centers primarily on the Business Edition 7000 (BE7K) a packaged collaboration solution. Ciscos UC solutions are built on C

52、isco Unified Call Manager (CUCM) as a single, multimodal architecture supporting all the core capabilities of a UC platform, meeting a range of user requirements, from basic telephony to multimodal conferencing and high-end telepresence capabilities.CUCM was launched in 2006 as Cisco Unified Call Ma

53、nager 5.0 and is available globally through Ciscos channel partner network (see Table 3).Table 3. Details on Cisco Business Edition 7000 CapabilitiesCritical CapabilitiesDetailsTelephonyBE7K provides a rich set of enterprise telephony requirements, optimized for deployments of more than 1,000 users.

54、 Telephony is an integrated component of the UC suite.ConferencingA number of conferencing capabilities are supported by an integrated user experience. WebEx is primarily audio, video and Web conferencing, deployed mostly as a hybrid cloud; Immersive TelePresence uses the BE7K switching infrastructu

55、re and multipoint control units (MCUs). Cisco Collaboration Meeting Room connects third-party platforms and standard endpoints.MessagingCisco Unity Connection is an application for voice and unified messaging accessible from Cisco devices, Web and mobile clients, and email. Unity Connection integrat

56、es with Microsoft Exchange and O365. Integration with Google uses HTML marked-upTable 3. Details on Cisco Business Edition 7000 CapabilitiesCritical CapabilitiesDetailsSMTP notification, Donoma Software or Esna.Instant Messaging and PresenceCisco Unified IM and Presence service is an integrated capa

57、bility of BE7K. Cisco WebEx Messenger Presence and IM Service is a cloud delivery. Messages are accessible across the range of Jabber and XMPP-compliant clients.ClientsCisco Jabber is the flagship client supporting all core UC capabilities. It is available on Windows and Mac PC platforms, and is lim

58、ited to iOS and Android mobile OSs. Cisco Expressway is required to connect remote clients securely to BE7K without a VPN. Jabber for Instant Messaging is available enterprisewide at no extra license cost to customers that have a CUCM platform deployed.Interoperability/IntegrationBE7K favors open st

59、andards and published APIs for integration and interoperability of messaging, voice and video communications. Cisco Collaboration Edge Architecture supports connectivity to Ciscos UC applications from internal and third-party platforms.AdministrationCisco Prime Collaboration Standard is the provisio

60、ning and administration platform included in CUCM licensing options. Prime Collaboration Advanced is an additional cost option designed for multisite deployments that expands the functionality found in Standard and includes Prime Collaboration Analytics for deeper diagnostic capabilities and long-te