UC, and speaks to the need for UC to be more user-centric. More than ever before, employees have control over the devices they use to communicate, and this is changing the way they work. Written by analyst practice J Arnold & Associates, this white paper explains BYOE, discusses how it can make UC more valuable for businesses, and provides guidance on how to choose UC vendors with a solid BYOE focus.

1. Understanding BYOE and how
Today's User Experience Drives
Value for UC
Jon Arnold
Principal, J Arnold & Associates January 20, 2015

2. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Agenda
• Are you experienced?
• BYOE – the bigger picture
• Making BYOE work for your business
• Moderated discussion
• Audience Q&A
2

3. Are you experienced?

4. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Evolution of UC – 5 key trends
1. Shifting from being supplier-driven to demand-driven
2. Innovation coming from vendors outside legacy telephony
3. Less focus now on IT/technical attributes, and more on
end users
4. Decoupling of UC value proposition from the PBX
5. Rise of BYOD is changing value drivers for UC
4

5. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Defining a great user experience
5
Core UC
Features
VoIP
Conferencing
Presence
Video
point-to-point
Video multi-
point
IM/chat
Mobile
integration
Outlook
integration

6. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
What BYOE looks like with UC
• Launch ad hoc conferencing with a few clicks and no
downloads or plug-ins
• Seamless hand-off to/from fixed line and mobile devices
without losing access to work in progress
• Using presence to determine which mode to use for each
person in a collaboration session
• Integrated contact profiles across multiple directories
• Extend collaboration outside the LAN to external parties
• Push shared-line appearances out to all devices
• Consistent user experience across all endpoints, operating
systems and network environments
6

7. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Why BYOE matters
• Consumerization of IT is for real
• Enterprise software has a poor track record for innovation
• End user expectations for UC being framed by their
personal use experiences, and not the workplace
• Enterprise applications are based on principals that are in
direct contrast to the Internet world that end users rely on
• Personalization is critical, and BYOE allows UC to become
“my UC” instead of “your UC”
7

8. BYOE – the bigger picture

9. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Ch-ch-changes – look out you rock n rollers
9
Globalization
MillennialsInternet

10. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Globalization of business
• Impacts everything – your operations, workforce, supply
chain and competition
• Broadens your customer base, but also does the same for
competition
• Leads to decentralized operations – people now are
everywhere – greater need to connect them
• Agility and responsiveness are the real keys to success
10

11. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
The Internet
• Lowers the cost of doing business, but also increases
velocity
• Breaks down barriers of space and time, making
globalization possible
• It’s ubiquitous and it’s oxygen – there is no greater enabler
for doing business now
• Gives rise to the always-on lifestyle and expectations for
our connectedness
11

12. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Rise of Millennials
• Grown up only knowing the Internet and the global village
• By 2025, will be 75% of the global workforce
• Digital natives vs. digital immigrants
• Different thinking about the workplace, work/life balance,
collaboration, privacy, career aspirations, role of
technology, value of knowledge, etc.
• Tech-savvy by nature – will be your power UC users, and
will drive BYOE considerations
• You have to manage other demographic groups as well,
but this is the future wave
12

13. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
We’re all end users
IT
Contact
center
Sales
Inside sales
Credits/
collections
HR
Management
13

14. Making BYOE work for your
business

15. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
How BYOE adds value to UC
VoIP:
Telephony-
centric
UC/BYOD:
IT-centric
UC/BYOE:
End user-
centric
15

16. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
How BYOE adds value to UC
16
Key Challenges
• Personal applications work better than UC apps
• Mobile broadband is defining workspaces now
• Telephony/voice losing relevance to data/text
• Internet-based innovation lagging in business space
Desired Outcome with BYOE
• User experience - intuitive and “just works”
• Ideal to strive for – get UC to behave like consumer-grade
applications, but deliver business-grade benefits

17. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
What to look for in vendors
White Paper research identified eight attributes that
characterize vendors/their offerings in terms of
understanding BYOE and its impact on UC
17

18. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attributes
18
Customer/end user Benefits
• Natural/intuitive feel
• Consistent experience across all applications and environments
• Supports how people work today – not built around the PBX
Attribute/Quality
UC solution is built
from the ground-
up
Focused on
business
problems, not
features
• When vendors focus here instead of how many features their UC has, that tells you
they understand where communications truly has value for your business
• End users care about the experience, not the technology
• They relate more to the specific applications of UC than the overall concept – just
like they do in the consumer world
Focused on the
user experience,
not the technology

19. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attribute
19
Customer/end user Benefits
• Best way to ensure BYOE is part of UC solution
• Makes employees feel like true stakeholders are being listened to
Attribute/Quality
Involve end users
in the buying
process
UC “just runs”
• Easier said than done, but it reflects the BYOE expectation – and when met, will
accelerate UC adoption
• Also makes IT’s job easier – have fewer help desk requests
• Aside from working properly, these are core attributes that will determine UC
adoption – again, these are core BYOE expectations
• This is the direct opposite of the enterprise software experience, so the bar has
been set pretty low for BYOE to make a positive impact
UC is simple and
easy to use

20. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attributes
20
Customer/end user Benefits
• This is part of the consumer expectation, and when vendor does this, end users will
remain engaged over time – if UC becomes stale, they’ll stop using it
• Switching costs with UC are low, and to keep UC fresh, vendors need to make it
easy to develop and use new apps that resonate with end users
Attribute/Quality
Ability to develop
new applications
Cradle-to-grave
support
• More important to IT than end users, but this ultimately impacts the overall user
experience
• When IT can properly support UC, adoption will soar, and that’s a key area where
vendors add value

21. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Channel partner perspective with Bob Ingrum
21

22. Moderated discussion/
Audience Q&A

23. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
To learn more, download my White Paper
23
How BYOE Drives Value for Unified
Communications

24. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Thank you!
24
Jon Arnold
Principal
J Arnold & Associates
P: 416-907-8659
E: jon@jarnoldassociates.com
W: www.jarnoldassociates.com
B: http://jonarnold-analyst.blogspot.com/
T: @arnoldjon