Professional Documents
Culture Documents
Prepared by
Senior Consultant, Heavy Reading Director, 4G Consulting Practice
Berge Ayvazian
TABLE OF CONTENTS
I. EXECUTIVE SUMMARY II. THE ENTERPRISE MOBILITY PARADOX III. BLACKBERRY MVS 5.0 SOLUTIONS IV. ENTERPRISE IMPLEMENTATION SCENARIOS V. BUSINESS CASE: COSTS, BENEFITS & ROI ANALYSIS VI. BUSINESS CASE: COST SAVINGS & LOW TCO DRIVE ROI ABOUT THE AUTHOR
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LIST OF FIGURES
Figure 1: Growth of Mobile, Nomadic & Tele-Workers in the U.S. Figure 2: BlackBerry MVS 5.0 Supports Wi-Fi-Enabled Smartphones Figure 3: BlackBerry MVS 5.0 Direct SIP Solution Figure 4: BlackBerry MVS 5.0 via a SIP Gateway Solution Figure 5: Use Case Scenarios by Business Type Figure 6: BlackBerry MVS Breakeven for Large Multinational Corporation Figure 7: BlackBerry MVS Breakeven for Midsized Professional Services Firm Figure 8: BlackBerry MVS Breakeven for Small Regional Company Figure 9: BlackBerry MVS vs. Traditional FMC Solutions Figure 10: BlackBerry MVS 5.0 Supports Tablets, Netbooks & Laptops 4 6 8 9 10 11 12 13 14 14
I. Executive Summary
Mobility is redefining the workplace as the boundaries between personal and professional life, home and office, business travel and inoffice productivity are rapidly disappearing. Users want a seamless mobility experience that allows them to work anytime and anywhere, with the same productivity and performance they would get in a traditional corporate office. Management wants to minimize the cost of office space, increase employee productivity, allow flexibility to work from home and keep people in the field, where they can close sales and stay close to the customer. However, with more than 100 million mobile, home office and nomadic workers in the U.S. workforce, more than 70 percent of calls are being forwarded to voice mail, and many of the at-tractive productivity gains and cost savings of mobility are offset by excessive phone tag, high mobile phone costs and skyrocketing cellular roaming charges. We call this phenomenon the en-terprise mobility paradox. With more than 40 million users worldwide, RIMs BlackBerry smartphone is a key part of many corporate communications environments. BlackBerry Mobile Voice System (MVS) is intended to address the enterprise mobility paradox by integrating traditional desk phone systems with BlackBerry smartphones, offering users a seamless mobility experience with single business phone number, one caller ID, integrated voice mailbox and access to all of their office phone sys-tem features, such as extension dialing, call transfer, access to conference bridges, and direct-to-voice-mail functionality. BlackBerry MVS 5.0 supports the SIP protocol to enable Voice over Wi-Fi technology, offering a common platform for unified communications (UC) and fixed/mobile con-vergence (FMC), to help mobile enterprises truly cut the cord. The latest release BlackBerry MVS 5.0 allows enterprise BlackBerry users to make and field calls to their office numbers from anywhere in the world over Wi-Fi, in addition to regular cellular networks. By connecting BlackBerry MVS to an existing IP PBXs and BlackBerry Enterprise Server (BES), all mobile voice communications can be secured, all users can be located and authenticated and all mobile calls can be logged to ensure compliance. BlackBerry MVS offers CIOs and enterprise IT departments a way to control their long distance and international mobile phone roaming charges. Overall, the potential economic benefits of BlackBerry MVS include low startup cost and TCO for certain environments, producing mobile phone cost savings for international roamers and domestic road warriors, as well as mobile and nomadic workers frequently away from their desk at their workplace. Any companies with an ex-isting IP PBX and BES are primary candidates for implementing BlackBerry MVS 5.0 to increase mobile worker productivity, secure mobile voice communications and reduce cellular roaming bills for international travelers. In this white paper, Heavy Reading presents three business-case scenarios for implementing BlackBerry MVS 5.0 with an existing IP PBX and BES in enterprises that vary by size, industry and mobile worker characteristics. Each business case explores potential cost saving per user, productivity enhancements and near-term return on investment (ROI).
2010
Road Warriors 17% Nomadic Workers 16% TeleWorkers 28%
2011
Road Warriors 16% Nomadic Workers 19% TeleWorkers 28%
90 million
100 million
Source: Heavy Reading, IDC Worldwide Mobile Worker Population 2009-2013 Forecast Enterprise mobility is redefining the workplace, as the boundaries between home and office, per-sonal and professional life, business travel and in-office productivity are rapidly disappearing. Mobile workers want a seamless experience that allows them to work anytime and anywhere, with the same productivity and performance they would get in a traditional corporate office. Management wants to minimize the cost of office space, increase employee productivity, allow the flexibility to work from home and keep people in the field where they can close sales and stay close to the customer. Enterprise IT has long been struggling to meet the needs of mobile work-ers, drive productivity from road warriors and derive the appropriate cost savings associated with nomadic and tele-workers. The right mobile workforce strategy can bring strong ROI, determined by three factors: Decreased costs of office space, equipment, communications and furnishings Increased customer satisfaction, retention and revenue due to enhanced customer support Increased employee empowerment, productivity, collaboration, effectiveness and efficiency Many of the attractive productivity gains and cost-savings associated with enterprise mobility are being offset by excessive phone tag, high mobile phone costs and skyrocketing cellular roaming charges. We call this the enterprise mobility paradox, where due to a poor alignment of priorities for productivity, cost and security:
Most business phone calls ring on in-office desk phones More than 70 percent of these calls are forwarded to voice mail Phone tag caused by failed attempts to return calls Calls are often returned from mobile phones while workers are on the go No access to office phone system features from mobile phones Mobile calls are not secure, authenticated or logged High cellular costs, especially from international roaming charges U.S. businesses recognize the high cost of mobile phone roaming fees when their employees are traveling for business internationally. Mobile smartphones are fast becoming the most popular means of communications during business travel and are heavily used by international business travelers to stay connected from multiple countries worldwide. A recent study conducted by Harris Interactive found that four out of five companies cited smartphones as the primary communication tool used when executives travel internationally, and that 57 percent of all calls made on a trip are made on these devices. Approximately half of these international calls are made back to the U.S., and many of these are linked to checking voice mail and returning business phone calls for-warded to voice mail. This research survey also revealed that international roaming fees can cost U.S. businesses $693.50 per trip for each international traveler 12 times more than their aver-age monthly wireless bill. Even with this knowledge, surprisingly few U.S. businesses report plans to look for more affordable international cellular roaming options. Many enterprise CIOs are also grappling with the growing influx of personal smartphones and other mobile devices on the job. Employees across the corporate hierarchy look to use these tools for a range of activities, from staying connected and accessing work e-mail to the ability to tap into corporate data and applications on the go. Although many of these same corporations offer most of their valued employees a BlackBerry smartphone that is supported by a BES, some employees resist having to carry a separate, secure handset. Corporate IT departments large and small are being asked to adopt policies that embrace a broader variety of personal mobile devices, and CIOs now find themselves with a new challenge balancing enterprise security and the uncontrolled roaming costs often associated with the personal smartphones, tablets and other bring-your-own gadgets that are becoming an inseparable part of the lives of mobile workers. IT managers need help to cope with the reality of personal smartphones in the enterprise work-space, and they are taking an array of approaches to managing and securing their employees personal mobile devices. Some, such as Wells Fargo and other banks, strictly enforce a policy of not allowing personal mobile devices to be used at work or on business travel, driven in part by the heavy regulations placed on the financial industry. Others are trying to encourage compliance by offering mobile workers a portfolio of personal productivity, feature, economic and enterprise benefits that are linked to the use of a secure, enterprise smartphone.
Enterprise Smartphones
Touch Screen
WiFi Access
Personal Smartphones
Slide Keyboard
Many large enterprises already use BlackBerry smartphones and BES, and are conversant with the software used to configure these systems. Adding BlackBerry MVS utilizes an existing vendor and familiar look and feel. Central management and configuration control for smartphones is a must for large-scale corporate adoption. BlackBerry MVS is designed to integrate an existing BES with a variety of telecom environments, using the same BlackBerry Client Access Licenses and BlackBerry Device Software, so that setup, IT training and support can be streamlined.
The use of MVS to route calls from the BlackBerry smartphone via the corporate IP PBX ensures that all voice signaling is encrypted, callers are authenticated and calls can be logged. This is an important compliance function for many financial institutions, when an audit trail of calls is re-quired to verify transactions. Black-Berry MVS also offers centralized policy management of smartphone activities to help IT regulate usage costs, implement mobile security and promote employee productivity. The feature and personal productivity benefits that BlackBerry MVS is intended to enable for mo-bile and nomadic workers include: Unified communications: Provides simultaneous ringing of desk phone and BlackBerry smartphone, resulting in fewer missed calls and greater accessibility. Fixed/mobile convergence: A menu displayed on the smartphone enables users to ac-cess desk phone functionality and identifies calls from a BlackBerry smartphone as origi-nating from an office desk phone. Single business phone number: Having one corporate phone number where employees can be reached can help retain customers, close deals, and make sales; a consistent caller ID can help employees manage business calls easily. Single voice mailbox: A single office voice mailbox, accessible from both desk phone and smartphone, can reduce phone tag and help employees stay organized, productive and responsive. Desk phone feature access: Unification of desk and mobile phone functionality offers call transfers, call filtering, and mid-call switching between desk phone and smartphone. For a company with an existing IP PBX and BES, MVS offers a relatively low startup cost. Addi-tional cost savings are driven by the corporate policies and mobile worker adoption of voice over Wi-Fi IP calling from the smartphone around the workplace, on business travel and working at home or at a customer location. MVS 5.0 also provides cost benefits associated with mobile Wi-Fi calling, international calling and most of all from international roaming by overseas business trav-elers. But even within office environments, a large percentage of employees phone calls are al-ready made on mobile phones, and many enterprise IT managers are considering whether mo-bile workers need both a desk phone and a mobile smartphone as they plan to reduce unneces-sary expenses. Significant cost savings are possible, as complex desk phones cost several hun-dred dollars per unit and the growth of mobile and nomadic workers, hot-desking and other busi-ness practices unlink mobile and nomadic workers from a fixed location.
Figure 3 shows various means by which the BlackBerry smartphone can connect to its anchoring MVS Server in the corporate data center. Campus locations are served by a corporate WLAN with access points, which can provide fully authenticated and encrypted Wi-Fi connectivity. To provide the same level of secure corporate access, access points in branch offices and home offices can be connected to the central site via secure encrypted tunnels. In public Wi-Fi hot-spots, a VPN connection may be used to support the BlackBerry MVS solution. The BlackBerry MVS Client software adds desk phone features to BlackBerry smartphones. It integrates directly with the native phone application to allow the user to receive or place calls from the mobile line or the enterprise line. Each supported smartphone has an extension config-ured respectively on the BlackBerry MVS Server and the IP PBX. When making an outgoing call, the BlackBerry MVS Client offers mobile workers the option of using the PBX business number and to select the mobile line when making a personal call.
8 Business Case for Fixed/Mobile Convergence & Unified Communications
BlackBerry MVS is designed to interoperate with a variety of IP-based PBX systems from multiple telecom vendors. For example, BlackBerry MVS 5.0 may be integrated with Cisco Unified Com-munications Manager to support a rich set of features to enable fixed and mobile voice communi-cations. BlackBerry MVS 5.0 is also supported by Mitel Mobility to enable voice over Wi-Fi calling and extend Mitels unified business communications features securely to BlackBerry smartphone workers over cellular and Wi-Fi networks. Calls made through BlackBerry MVS are routed through Mitel Communications Director, which helps with adherence to company policies and enables savings on long-distance and international roaming charges. The most recent release of BlackBerry MVS adds support for Avaya PBXs through the use of a SIP gateway, as shown in Figure 4. Figure 4: BlackBerry MVS 5.0 via a SIP Gateway Solution
The following PBXs are supported by BlackBerry MVS: Cisco Unified Communications Manager v6.1 or later Cisco Unified Communications Manager Express v8.1 or later Mitel Communications Director v4.2 or later Virtual Mitel Communications Director v4.2 or later Avaya Communication Manager v3.1.x, v4.0.x, and v5.2.1 (requires AudioCodes Mediant 1000/2000 SIP Gateway) BlackBerry smartphones already offer access to corporate e-mail and directory services as well as integration with many enterprise applications, such as those from Microsoft, Cisco, IBM, Ora-cle, Salesforce and SAP. BlackBerry MVS extends this functionality, allowing the corporate IP PBX to become the hub for all voice communications, bringing campus communications capabili-ties to remote employees. For enterprise and mobile workers, whether originating or answering calls, voice services are seamless and comprehensive.
Percent of MVS Wi-Fi Calls Large Multinational Corporation Midsized Professional Services Firm Regional Medical Center/University
In each case, Heavy Reading worked with independent consulting firm Wireless 20/20 to conduct a breakeven and ROI analysis without considering any of the productivity benefits that are difficult to quantify. Using the WiROI business planning tool, we estimated the cost of implementing BlackBerry MVS based on the standard RIM pricing for software license fees, per-user pricing and ongoing maintenance costs. We plotted these as annualized costs, against which we applied annual estimated cost savings to derive the monthly and annual cost saving per user, estimate the number of months to breakeven and calculate the ROI. The easy-to-use sliders built into the WiROI tool allowed us to run difference cases based on the number and type of users in each category, and the graphical user interface makes it easy to interpret each resulting business case.
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The largest potential source of cost savings is tied to the use of BlackBerry MVS 5.0 and voice over Wi-Fi calling to route outgoing calls through the IP PBX using the appropriate least-cost rout-ing, and at landline carrier rates that are still significantly lower than cellular rates, especially for international calls. International roaming costs have become increasingly difficult to manage as companies extend mobile calling privileges to international travelers, with some bills reaching $1,000 during a one-week business trip. Through 2010, we estimate that 10 percent of users that travel internationally on average make up 35 percent of the total mobile service costs for companies that support business travel. Although there are no magic solutions for reducing international roaming costs, with BlackBerry MVS 5.0, when the caller is away from the office, particularly on international trips, the use of Wi-Fi access avoids international roaming charges. Since calls made over Wi-Fi are diverted from the cellular network, cellular contracts can often be significantly reduced (e.g. from 1,000 to 500 minutes/month), for additional corporate cost savings. The first business case, for implementing BlackBerry MVS in a large multinational corporation, is shown in Figure 6. This business case was developed based on a total of 10,000 users, with 10 percent that frequently travel internationally, 30 percent that travel frequently and the balance of nomadic campus and tele-workers that are frequently away from their desk, even at the office. Figure 6: BlackBerry MVS Breakeven for Large Multinational Corporation
Source: Wireless 20/20 and Heavy Reading; Sponsor: RIM BlackBerry One of the largest users of BlackBerry smartphones is Wells Fargo Bank, in which the majority of the 50,000 mobile devices deployed are BlackBerry smartphones. Wells Fargo views enterprise mobility as an enablement tool for its 280,000-member workforce spread throughout the U.S. and around the world. The Chubb Group of Insurance Companies is another large company in which approximately half of its 7,000 U.S.-based workers stay connected using 3,000 corporate-owned and managed smartphones. Once again, the primary mobile devices deployed are BlackBerry smartphones, as noted in a recent feature article Mobilitys Rise in the Enterprise in CIO Insight. Such large-scale users of BlackBerry smartphones are potential candidates for MVS. Data and analysis suggest BlackBerry MVS will achieve breakeven very quickly in large compa-nies in which many team members are already BlackBerry users that are not tied to their desks and use their smartphones to stay connected with the enterprise. For companies that operate in highly regulated industries, regulatory compliance and information security are also a major con-cern, as two of the key metrics that help gauge whether a solution provides business value. Fea-tures of BlackBerry MVS 5.0 are intended to satisfy those requirements, as described earlier.
Business Case for Fixed/Mobile Convergence & Unified Communications 11
The second business case was for implementing BlackBerry MVS in a midsized professional services, law, insurance or engineering firm, as shown in Figure 7. The business case was de-veloped based on a total of 3,000 MVS users, with 30 percent of the senior workers already hav-ing BlackBerry smartphones. Of these, we assume only 60 are frequent international travelers, with the remaining users equally divided between road warriors and nomadic campus and tele-workers those that regularly work from home or are often away from their desk phones. The law firm Loeb & Loeb has implemented BlackBerry MVS to mobilize targeted users and pro-vide single number identity and mobile UC for its attorneys spread out in five U.S. offices. Accord-ing to Loeb & Loeb, BlackBerry MVS was relatively inexpensive to implement, as it leveraged existing PBX and BlackBerry infrastructure, and it added significant capability without a full UC upgrade of the PBX infrastructure. Many law firms need to control and manage call details re-corded in the PBX (call type, incoming/outgoing number, length, etc.) to charge their clients for phone calls. Although they have an automatic billing system in their PBX for all calls by extension, revenue can leak out when calls are made using mobile phones. When BlackBerry MVS is used to route smartphone calls through the corporate PBX, call data is captured and the billing process is automated. Figure 7: BlackBerry MVS Breakeven for Midsized Professional Services Firm
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The third business case, shown in Figure 8, was for implementing BlackBerry MVS in a relatively smaller organization operating on a single campus or office complex. This business case was developed based on a total of 500 users with only five international travelers and 95 domestic business travelers, but 400 nomadic home and campus workers that frequently use their smart-phones when away from their desk phone and generate a large volume of voice mail messages. In this case, we found that a relatively small company, regional medical center, hospital or small college or university on a single campus can generate a positive return within two years. Figure 8: BlackBerry MVS Breakeven for Small Regional Company
Source: Wireless 20/20 and Heavy Reading; Sponsor: RIM BlackBerry BlackBerry MVS can help facilitate communication within a wide range of healthcare organiza-tions. The combination of MVS and voice over Wi-Fi enable UC and promise better quality at the point of patient care. BlackBerry MVS can eliminate the need for overhead paging and help insti-tutions achieve greater efficiency in staff communications, improved collaboration and faster de-cision making. With BlackBerry MVS, healthcare providers can return calls wherever they have a wireless signal without giving out personal phone numbers. UC on a converged smartphone de-vice is rapidly changing clinical workflow at the point of care. Fayetteville State University (FSU) in North Carolina serves a growing student body of more than 6,300, and as its enrollment has rapidly increased a $45.5 million campus construction and reno-vation campaign is underway to accommodate additional students. FSU is housed on a 100-acre campus, where the IT support services unit is responsible for supporting the information technol-ogy needs of students, faculty and many departments. This department has also driven the rapid deployment of wireless access points throughout the major buildings in the university. The university support staff and faculty are constantly moving throughout the campus, and the IT department is managing an initial BlackBerry MVS deployment for about 100 BlackBerry smart-phones used by university administration and other support employees. FSU has been using BlackBerry MVS for two years and has realized proven cost savings and productivity gains. The solution has provided the flexibility to adapt and control how employees work, whether they are remote or mobile on campus. According to FSU, BlackBerry MVS helps control and deliver time-sensitive and critical communications virtually anytime, anywhere, and the volume of voice mes-sages has gone down dramatically. Based on the success of this initial implementation, FSU is now expanding the use of BlackBerry MVS to optimize the experience for all BlackBerry smart-phone users.
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VI. Business Case: Cost Savings & Low TCO Drive ROI
Any companies with an existing IP PBX and BlackBerry Enterprise Server are primary candidates for implementing BlackBerry MVS 5.0 to increase mobile worker productivity, secure mobile voice communications and reduce cellular roaming bills for international travelers. Some of the key fea-tures and benefits identified in this white paper include: Voice over Wi-Fi IP calling Manage desk phone, mobile/international calling and international roaming costs Reduced phone tag, better response times Productivity enhancements and mobile worker empowerment Security and compliance When compared with traditional solutions for UC and FMC, BlackBerry MVS offers the following potential advantages: Figure 9: BlackBerry MVS vs. Traditional FMC Solutions TRADITIONAL FMC SOLUTION IT/management-centric Depends on laptop access No phone system integration Minimal security/quality National/local coverage High startup cost and TCO Poor visibility into ROI BLACKBERRY MVS Centralized policies Single number/mailbox Access to desk phone features High quality/reliability/security International Wi-Fi calling Global roaming cost saving Low TCO and near-term ROI
BlackBerry MVS offers CIOs and enterprise IT departments a way to control their long distance and international mobile phone roaming charges. Overall, the potential economic benefits of BlackBerry MVS include low startup cost and TCO for certain environments, producing mobile phone cost savings for international roamers and domestic road warriors, as well as mobile and nomadic workers frequently away from their desk at their workplace. The ROI and productivity benefits of the BlackBerry MVS solution can extend to a wide range of large multinational corpo-rations, midsized companies, and relatively small, regional companies on a single campus: Large multinational corporations: $588/user/year savings yields 3-month breakeven Midsized companies: $538/user/year savings yields 5-month breakeven Small regional companies: $365/user/year savings yields 22-month breakeven Figure 10: BlackBerry MVS 5.0 Supports Tablets, Netbooks & Laptops
Enterprise Smartphones
Consumer Smartphones
Tablets
Netbooks
Laptops
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