1. Communications & Collaboration
Enabled Business Processes
Leveraging Unified Communications and
Collaboration plus Smart SOA Strategies
for Integrated Text, Voice, and Video

2. UC Continuum – Telephony Model

3. The Need For Communications Enabled Business Processes
CRM ERP Industry
Apps. Back Office
Current Reality
Communication/collaboration required
! Exception: Who should I ring ?
! Approval: Who is available and Where ?
! Teaming: Who do we get together ?
! Expertise: Who and how do I reach them?
! Location: How do I reach the sales rep ?
Unified Communications Streamlines
Business Processes
Embed UCC and SOA tools into process to
! Increase Contextual Collaboration
! Reduce decision latency,
! Speed up teaming
! Improve Expertise Location Back Office
CRM ERP Industry Apps.
! Improve Customer Service

4. The DNA of Communications Enabled Business Processes
Enabling simple and rapid integration of communication services within
applications and business processes for intelligent communications that
incorporate text, voice, and video
Common services Common services
and tools and tools
Unified Communications Service Oriented
and Collaboration Architecture
Rich clients with integrated Agile enterprise
text, voice, video services

5. Tenets of the Strategy
• The UC2 principles, technologies, and partner ecosystem help drive Services include:
the integration of text, data, voice, and video in CEBP • Messaging services: IM,
e-mail, calendaring
• The SOA programming model is our technical common ground integrating text, audio,
• While many of these communications technologies and components and video; using Web 2.0,
exist today, there exists a large opportunity to deliver a set of Eclipse, OSGi, XML,
common communications services and tooling for CEBP portlets
• Presence services:
• We need to adapt these services to how people prefer to work, using desktop presence, mobile
rich clients as well as agile servers presence, telephony
• Web services can be built and deployed within existing infrastructures presence
server-side (using WebSphere) and/or client-side (using Lotus) • Profile services: Rules,
including communications
• APIs, services, and widgets available through WAS, Process Server, profiles defining how best
Commerce Server, Portal Server, Sametime, Notes, and Expeditor; to establish and
using a common set of tools through Rational; implementing a intelligently route
common SOA approach communications
• Communications enablement applicability across industries and • Voice services: Voice
and speech services
across vertical applications (CRM, PLM, SCM, ERP, etc.) using VoIP, TTS, ASR,
VoiceXML
• Video services: Video
integration in Web
conferencing and rich
desktop collaborations

6. Implementation Stages in Communications Enabled Business Processes
Beginning to Explore Integrated
Interacting Collaboration
One way notifications via Allowing the computer and
text, speech, and video users to interact in a variety of
ways as they would in a
conversation
The Onramp to Next Generation
Communications Communications
Notifications Collaboration
Basic presence, IM, Integrated in process Integrated in process
Utilizing all forms of
telephony, speech, communications with
video the applications
simultaneously
Simple Complex
Communications Communications
Separate from process Integrated in process

7. Expand the Business Value
Communications Capabilities Where and When You Need Them
Open & intuitive real-time communications for data, voice, & CEBP
Flexible access to information and expertise
Integrated and adaptable with the way you want to work
Line of Business
Applications
Intelligent Communications &
Collaboration Services

8. Reference Architecture for CEBP Services
Inventory HR Business Processes Technology
Developer and Business
CRM Finance E-commerce Insurance Transportation
Rational Application
WAS Process Portal Commerce Expeditor Competitive Platforms
Modeler
Communications Enablement APIs and Widgets
Telephony Voice Messaging Video (i.e., Presence &
Interaction (TTS,STT) (IM,e-mail) Conference) Routing
Services Services Services Services Services
WebSphere Lotus Partners
Enterprise Unified Communications Network
Service Provider Network

9. IBM Unified Communications and Collaboration Strategy
Vision: Foster innovation and business agility by making it easier for
people to find, reach and collaborate through a unified user experience
" Open & Extensible " Plan, Deploy, Manage
" Intelligent Integration " Reduce Risk
" Unified experience " Faster Time to Value
" Multi-vendor support
" Broad ecosystem " Business Process Optimization
" Customer Choice " Responsiveness & Agility
" Leverage existing investments " Competitive Advantage
9

10. Enabling Abilities Through Linked Value
UC2 Environments
Lotus Sametime Standard Lotus Sametime Adv Lotus Expeditor Lotus Sametime Unified
Lotus Sametime Unyte Lotus Connections Expanded UC business Telephony
Lotus Notes/Domino Lotus Quickr process profiles Advanced presence
Enhanced IM Persistent chat Communications Advanced call controls
Voice/Video integration Broadcast suite enablement for LOB and management
Open, extensible platform Communities applications Soft phone
for plug-ins Profiles/Blogs/Wikis Composite Application PBX management and
Web conferencing Repositories Development integration
Integrated in e-mail Mobile support Mobile support
Integrated desktop
WebSphere Process WebSphere Voice WebSphere Portal Server WebSphere Application
Server Server Portal interface Server
Enterprise Service Bus Text-to-speech IM and collaboration inside WebSphere Commerce
Business Process Speech-to-text portlets Server
services leveraging SOA Voice services for Portlets integrated at the Web application serving
Process modeling speech recognition, glass Web services providers
Business Integration voicemail, Interactive Easy portlet development Server-side application
Adapters Voice Response Dashboard access management and
Human Tasks systems deployment
Business Rules VoiceXML
SOA Environments

11. CEBP Services within the SOA Reference Model
Business Innovation & Optimization Services
Facilitates better decision-making
with real-time business information
Modeler, Application Developer
Development
Interaction Services Process Services Information Services
Management
Ease of development
IT Service
Services
Enables collaboration Orchestrate and Manages diverse
Communication Enablement
between people, automate business data and content in a
processes & Widgets Business Process enablers
APIs and information processes unified manner
Integrated Facilitates communication ESB between services Manage
environment and secure
for design services,
and creation applications
of solution Partner Services Business App Services Access Services &
assets Build on a robust, resources
Facilitates interactions
Connect with trading scaleable, and
with existing information
partners
Unified Communications secure services
and application assets
environment
Infrastructure Services
Communication Services Optimizes throughput, Unified Communications
availability and performance

12. Scenarios and Use Cases ! Integrates communications
! One-way notifications (text, with business processes
voice, video) initiated from and applications
business processes ! Collaboration initiated from
! Flight status notifications business processes
! Multi-modal
! Order Status Change ! Text or speech based communications
Notification notification with ability to and collaboration
update information synchronized with
! Account balance information (accounts, insurance, etc) business processes
! Business Process status ! Purchase order approval ! Customer service
notification systems injected with representative &
collaborative capabilities customer shares a
! Low Inventory notifications
dynamically
! Communications & updated view of the
collaboration application
separate from ! Complete a claim
business processes through voice
! Click to Call Notifications Collaboration responses while
Commerce to place verifying input on
orders or request mobile device
customer service ! Mobile voice search
! Portlet based chat & ongoing
interaction
Simple Complex
Communications Communications

13. Contextual Presence Lists

14. Flexible Media and Conference Switching

15. Intelligent Notification Services

16. Insurance Claims Adjuster Demo
Demonstrating Business Value
• Integrates communications with business
processes and applications
• Openness and heterogeneity provides us
with a huge advantage
• Enables increased productivity & time
savings
• Provides fast and accurate responses to
the customer
• Shows:
– UC services across desktop and mobile environments
– Uses same, open programming model
– Line Of Business Application (Insurance Adjuster) augmented
with Click-to-call, presence, chat (gateway), file transfer, and
user profiles
– Secure enterprise access and database interactions from a
mobile device (update claim info, access client profile)
– Communications from anywhere (searching, discovering,
communicating, collaborating, getting answers)

17. Bank Customer Services Demo
Demonstrating Business Value
• Integrates communications with business
processes and applications
• Supports better decision making with faster
access to accurate information
• Share knowledge among broader and
dispersed teams
• Provide preferred and customized
customer service
• Shows:
– Personalized and preferred customer service
– Easy access to bank services information
– Improved productivity and customer response

18. Summary
• The UC2 principles, technologies, and partner ecosystem help drive the
integration of text, data, voice, and video in CEBP
• The SOA programming model is our technical common ground
• While many of these communications technologies and components exist
today, there exists a large opportunity to deliver a set of common
communications services and tooling for CEBP
• We need to adapt these services to how people prefer to work, using rich clients
as well as agile servers
• Web services can be built and deployed within existing infrastructures

19. References
• Three 'Killer' Business Communication Applications Gartner (June 2007)
• CEBP and the Unified Communications Continuum
http://www.ucstrategies.com/detail.aspx?id=2210
• Ayava & CEBP
http://www.avaya.com/gcm/master-usa/en-
us/portfolio/communications_enabled_business_processes/index.htm
• Nortel ACE
http://products.nortel.com/go/product_content.jsp?segId=0&catId=A&parId=0&prod_id=66400

20. ®
Thank You
Vincent Perrin
SW IOT IT Specialist
Mail : Vincent.perrin@fr.ibm.com
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21. Some Other Things to Consider …
• Integrated Development Environments (what skills • Common Services (which ones can be synchronized
can be leveraged?) and integrated within the business processes)
– Rational Application Developer – Telephony Interaction Services
– Rational Business Process Modeler – Voice (TTS, STT) Services
– Lotus Expeditor (plugs into RAD) – Messaging (IM, e-mail) Services
• Application Development Toolkits (what tooling – Video (i.e., conferencing) Services
resources are available?) – Presence and Routing Services
– Expeditor Toolkit • Application Types (what fits best within the business
– Sametime SDK processes?)
– Sametime Advanced SDK – Web 2.0 Applications
– Sametime Unified Telephony SDK • Ajax-based
– SOA Toolkit • XHTML
• RSS/Atom feeds
• Business Process Tools (how can I model and • Mashups
integrate my existing processes?) • Wikis
– WebSphere Process Server • Blogs
• Business Process modeling – Composite Applications
• Human Task management – Web Services
• Business rules – Portlets
• WebSphere Business Integration Adapters by industry
• Enterprise Service Bus • APIs (which APIs are most relevant for my
• 2
UC Foundation (rich client solutions) environments?)
– Lotus Sametime Standard/Advanced – Web 2.0 APIs (REST, XML, JavaScript)
– Lotus Sametime Unyte – Web Services APIs (XML, SOAP, WSDL, BPEL, UDDI)
– Lotus Sametime Unified Telephony – Real Time Communications APIs
– Lotus Notes/Domino • Community Services API (chat, presence, location,
logging)
– Lotus Connections
• Meeting Services API (whiteboarding, object sharing)
– Lotus Quickr • STLinks
– Lotus Expeditor – Telephony APIs (SIP, H323, TCSPI, JTAPI)
• SOA Foundation (agile server solutions) – Voice APIs (VoiceXML)
– WebSphere Application Server – Portal APIs (Java Portal API, JSR 168 and JSR 286 for
– WebSphere Voice Server portlets)
– WebSphere Portal Server – Java APIs (Java SE/EE APIs, Eclipse SWT, Eclipse JFace,
– WebSphere Commerce Server JDBC, JMS, Web services, OSGi services)
• Partner Ecosystem (how can this be leveraged?)