UC Mobility Guide

January, 2012

That's the Way You Need It: A Guide to
Mobile Unified Communications Analyst Insight
Journey's song lyrics "Any way you want it / That's the way you need it / Aberdeen’s Insights provide the
Any way you want it" sum up the typical employee's expectation for analyst perspective of the
mobility in this day and age. Regardless of device type or corporate policy, research as drawn from an
employees increasingly seek to use their own devices and preferred mobile aggregated view of the research
environment to communicate with co-workers and clients. Aberdeen has surveys, interviews, and
tracked this trend toward putting a unified communications environment in data analysis
the employee's hand. This report puts this trend in context, using
Aberdeen's research into wireless expense management, unified
communications, enterprise mobility management, and mobile applications
to describe the issues, challenges, and options associated with mobile unified
communications.

The Changing Face of Enterprise Mobility
The advent of powerful handheld mobile devices has resulted in a new type
of employee, who expects enterprise-level technology resources coupled
with the ease of the most delightful consumer experiences. These
employees expect to have access in any location on any device to high levels
of bandwidth, application functionality, corporate resources, and expert
advice on-demand. In addition, Aberdeen found in research for the
November 2010 report Helping the Helpless Desk that a majority of
employees now seek to fix their own technology issues before accessing
their corporate help desk.
The corporate reaction to these trends should be multi-faceted, since it
must take into account the business need for usability and robust
communications capabilities, cost structure considerations, centralized
management, and support tools for an IT department facing its own
challenges with multi-vendor technology proliferation.
In light of these countervailing individual and corporate trends, enterprises
seek a solution that supports greater individual and corporate productivity
while maintaining costs and fitting into the current technology roadmap.

Converge, Secure, and Upgrade Mobility
To translate mobility deployments into greater employee productivity,
mobile devices and environments must be optimized to support both
employee preference and corporate functionality. To better understand
how organizations complete this task, Aberdeen studied over 500
organizations in the October 2011 report Enterprise B2E Mobile App
Strategies. This report focused on the best practices associated with building,

This document is the result of primary research performed by Aberdeen Group. Aberdeen Group's methodologies provide for objective fact-based research and
represent the best analysis available at the time of publication. Unless otherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc.
and may not be reproduced, distributed, archived, or transmitted in any form or by any means without prior written consent by Aberdeen Group, Inc.

That's the Way You Need It: A Guide to Mobile Unified Communications
Page 2

deploying and supporting mobile applications that accelerated time-to-
information and operational efficiency for employees.
Best-in-Class B2E Mobile Apps
Three key traits associated with Best-in-Class mobile application usage
In this September 2011 study,
were:
the top 20% of respondents,
• a corporate focus on using mobile applications to improve deemed "Best-in-Class", were
communications and collaboration among employees, defined as those who achieved
the following characteristics on
• the ability to provide secure applications that conformed to average:
corporate needs, and
 Can access information
• the capability to update software over-the-air (OTA), which allowed within required time frame
organizations to support and manage mobility more easily. 90% of the time
 72% year-over-year
Each of these traits played an important role in aggregating communications
improvement in “time-to-
capabilities into consolidated mobile unified communications, but for information”
different reasons.
Although most organizations identify improving collaboration as a key role improvement in operational
for mobile applications, only 36% of organizations have deployed unified efficiency
communications on their mobile devices, and another 26% are considering
doing so in the future. A majority of survey respondents say their In comparison, the bottom
organization has formalized the use of mobile email, calendars, and contact 30% of respondents, deemed
directories--but by failing to fully integrate smartphones and other mobile “Laggards”, had the following
performance:
devices with the corporate communications environment (including, voice,
instant messaging, and presence), organizations focused on mobile  Can access information
within required time frame
applications are missing a clear opportunity to accelerate time-to-action and
56% of the time
support synchronous communications. By converging traditional deskphone
and PC-based communications capabilities onto the mobile device, they can improvement in “time-to-
allow the employee's mobile device to become a more powerful driver for information”
increasing productivity.  2% year-over-year
Organizations that seek productivity must do so securely and compliantly. improvement in operational
Productivity gains are useless if that productivity is either carelessly lost or efficiency
maliciously taken away from the organization. Companies must secure
network connections, and potentially encrypt sensitive or proprietary
mobile communications. Although mobility makes work environments more
flexible and pervasive, it can also expose organizations to snooping, malware
attacks, and other security threats. Enterprises adapted to security
challenges for personal computers and networks by using Virtual Private
Networks (VPN) and encryption, ideally embedded into the computing
environment so that any remote usage is automatically protected. Mobile
unified communications requires the same caution, as many transactions
traditionally conducted on the PC have moved to the mobile device.
Employees also desire transparent, yet fully up-to-date, support of key
technologies--especially on the mobile device, which is expected to have
ubiquitous connectivity and access. To meet this need, organizations should
be sure they can update mobile applications OTA, rather than requiring
these devices be updated at a centralized or fixed location. Aberdeen's
mobile applications research found that Best-in-Class companies were over
twice as likely as Laggards to have OTA software update capabilities.
© 2011 Aberdeen Group. Telephone: 617 854 5200
www.aberdeen.com Fax: 617 723 7897

Page 3

Managing Many Forms of Mobility
In Enterprise Mobility Management Goes Global: Mobility Becomes Core IT (July
2011), Aberdeen established that the top pressure for managing mobility,
identified by 55% of over 400 organizations, was to maintain and support
employee productivity throughout the organization. (Figure 1)

Figure 1: Global Pressures to Manage Enterprise Mobility

Source: Aberdeen Group, Enterprise Mobility Management Goes Global, June 2011

This global demand superseded the desire to standardize on a single mobile
platform or control the influx of mobile devices and demand. However, as
new operating systems, form factors, applications, and use cases appeared,
they came into conflict with legacy organizational strategies. Forty-eight
percent (48%) of respondents sought to ensure that all devices met
corporate standards, and placed corporate risk above individual
convenience. This need for compliance would seem to be in contrast with
the demand to expand the value of mobility. However, security and
productivity do not have to be diametrically opposed. To achieve both
goals, mobility support must be scalable, compliant with corporate security "[Unified Communications]
and governance policies, and easy-to-use. allows streamlined
communication between while
As part of this effort to expand the productivity gains of enterprise mobility, in the office or while mobile to
companies have increasingly embraced the trend of Bring Your Own Device respond to our vendor and
(BYOD). Currently, over 70% of Aberdeen respondents claim to have some customer needs much faster.
BYOD policy, ranging from limited use for specific job roles to holistic use
~ SVP, Telecom Services,
of BYOD throughout the organization. BYOD is typically assumed to lead
United States
to greater productivity and reduced cost.
The first assumption is based on the employee's ability to personalize their
mobile devices with the applications and environment best suited to their
needs. As long as the employee chooses an environment compatible with
the company's mobile approach, this assumption can be sound.


Page 4

However, the assumption that BYOD reduces costs is highly dependent on
how these devices are managed. On average, BYOD actually costs the
business $19 more per month per device than corporate-liable because
these personally-owned devices were used in the same way as corporate
devices, but incurred processing costs associated with expensing and
reimbursing devices and services. To be cost effective, organizations must
be strategic in reimbursing and acquiring unified communications
technologies to rationalize the cost structure of BYOD in the enterprise.

Controlling Wireless BYOD Costs
Although BYOD is not cost-effective in the vast majority of cases, there are
enterprise mobility tools that can significantly reduce the cost of mobility by
integrating mobile devices with enterprise phone and unified
communications systems. Rather than use desk phones because they
represent a traditional method of communications, consider the enterprise
ability to optimize international calling and international roaming costs.
Mobile international calling is expensive, controlled by carrier tariffs, and
typically represents one of the highest per-minute charges that can be
initiated from cell phones. However, by routing international calls through a
PBX, organizations can effectively shift these calls from wireless carrier-
billed calls to calls going through the landline or network carrier. Depending
on the routing options available, this could turn an expensive mobile call
into a call with virtually no cost. Considering the proliferation of BYOD
mobility and the difficulty of controlling associated costs, the ability to give
employees an option to reduce international calling costs can improve the
bottom line. This is especially true if this process is transparent to the
employee and this cost routing can be automated to provide a cheap and
easy solution while maintaining employee flexibility and productivity.
Even more important than routing international calls is the need to control
international roaming. In Aberdeen's September 2011 report Wireless Best-in-Class WEM
Expense Management (WEM), international roaming placed second only to In this September 2011 study,
the BYOD trend as a top concern for respondents. On average, the top 20% of respondents
organizations concerned with international roaming paid an additional $60 were defined as those who
per employee per month just from international roaming charges. Multiple achieved, on average:
respondents saw bills as high as $3,000 to $4,000 for an individual trip. To
 $27 per user per month for
avoid these unexpected charges, one of Aberdeen's recommendations to data costs (31% less than
achieve Best-in-Class wireless expense management status was to take calls Industry Average)
off the cellular network and take advantage of existing LAN and WAN  $31 per user per month for
resources. Currently, only 15% of Best-in-Class companies use fixed mobile voice costs (26% less than
convergence, but Aberdeen sees this as an opportunity to offload these Industry Average)
expensive costs by taking advantage of ubiquitous connectivity and moving
these calls to Voice over WLAN calls that avoid carrier tariffs.

The Reality of Supporting Unified Communications
Although supporting multi-platform mobile deployments can be challenging
in itself, mobile unified communications also includes integration with the
PBX. Enterprise telephony and communications have often been managed in

Page 5

an ad-hoc manner, resulting in many different types of solutions existing in
the same organization. To solve this problem, organizations should seek
technology management overlays that support multi-vendor telephony
environments. Rather than repeatedly worrying about whether a specific
mobile platform will be compatible with a specific PBX, organizations
focused on the productivity aspects of mobility should focus on supporting
the technology environments that are best for employees.
In the June 2011 study Conquering the Fear, Uncertainty, and Doubt of Best-in-Class Managing Comms
Managing Integrated Communications, Best-in-Class organizations were four In this June 2011 study, the top
times as likely as Laggards to have a multi-vendor solution for configuring 20% of respondents (Best-in-
and managing unified communications (UC). This capability provided Class) were defined as those
organizations with increased productivity in supporting communications and who achieved, on average:
contributed to Best-in-Class results (see right sidebar).
 98% of employees centrally
Technicians and telecom analysts will especially appreciate the importance managed for UC (compared
of a consistent and managed dial plan. Although end users do not typically to 42% for Laggards)
think about the challenges of managing a phone extension and identity, this  99% of locations centrally
work can take up IT's time with supporting employee orders on multiple managed for UC (compared
systems for multiple devices, and threaten the department's ability to to 29% for Laggards)
innovate and support new technologies. By adding mobile devices to the dial  98% of outage-based SLAs
plan, organizations can provide corporate communications benefits in a met for UC (compared to
centrally managed way. Mobile unified communications should ideally 44% for Laggards)
provide all the benefits of being in the office, regardless of whether the  1.2 hours of significant
employee is actually there or not, which is why integrated dial plan communications impairment
management for all devices was a key capability associated with Best-in- to one or more locations
(less than 1/30th the
Class support of unified communications.
downtime seen by Laggards)

Questions Regarding Mobile Unified Communications
To effectively mobilize your unified communications environment, ask
yourself the following questions, based on Best-in-Class practices reviewed
in this document, as you evaluate internal or third-party solutions. To use
this table effectively:
Consider the strategic questions in context of your organization's current
capabilities and note the level of maturity, which indicates the highest
Aberdeen technology Maturity Class where this concern is still felt by a
majority of companies (Table 1).

Table 1: Your Mobile Unified Communications Concerns
Strategic Maturity Class
Your Company's Answers
Questions Pain Point
Mobile Is your current Laggard
Strategy mobility strategy
Concerns focused on
supporting multiple
device types and
operating systems?


Page 6

Are your employees Industry Average:
content to use Best-in-Class track
corporate mobile mobile access to
devices or do they data for employee-
use their own liable devices and
mobile devices at have an inventory of
all personal-liable
work?
devices
Mobile Support Do your employees Industry Average:
Concerns already support a Best-in-Class
home technology organizations
environment on par support multiple
with corporate- types of devices,
provided services? including those that
maximize employee
productivity
Can you update Industry Average:
communications 71% of Best-in-Class
software on mobile companies have
devices OTA? OTA support

Are all work-related Industry Average:
mobile 70% of Best-in-Class
communications enforce security
secure and policies for all
compliant? corporate mobile
devices
Does the mobile Best-in-Class: Only
security currently 43% of Best-in-Class
used for your even have anti-
devices require the malware solutions.
end user to turn it
on or is it
automated?

Wireless Are mobile Laggard: Best-in-
Expense communications Class organizations
Management conducted in a cost- reduce direct costs
Concerns effective and fiscally by over 25%
optimized way? compared to
average companies
Are international Industry Average:
calling or 58% of Industry
international Average companies
roaming expenses a identified
concern? international
roaming costs as a
key concern.


Page 7

Convergence Does your mobile Best-in-Class: Only a
Concerns deployment take third of Best-in-
advantage of Class companies
landline network used Fixed Mobile
investments? Convergence
compared to 14% of
Laggards.
Can your mobile Best-in-Class: Only a
devices currently third of Best-in-
access the dial plan, Class companies
voice mail, and used Fixed Mobile
unified Convergence
communications compared to 14% of
Laggards.
features associated
with your PBX?
Do the mobile Industry Average -
devices used for Instant messaging
work have access to and presence are
corporate instant two of the top
messaging and differentiators for
presence? gaining value from
Unified
Communications
Do you currently Best-in-Class: Only
support multiple 40% of Aberdeen's
PBX or telephony Best-in-Class have a
vendors in your formal process to
communications integrate multiple
environment? vendor solutions.

Source: Aberdeen Group, November 2011

Key Takeaways for Mobile Unified Communications [Mobile Communications] have
As mobility has become a core aspect of the employee's technology allowed different means of
portfolio, organizations have gained a new opportunity to improve communication where
employee productivity. However, these desired productivity gains require immediate 24x7x365 responses
have become the norm.
companies to improve collaboration by integrating mobility with enterprise
Additionally, it has increased
communications. Aberdeen offers the following advice based on Best-in- employee productivity without
Class end user experiences associated with business value: increasing overhead.
• Develop a solution that takes end user support and self-service ~ IT Manager, Computer
trends into account. Employees are more demanding, and expect Equipment, United States
more personalized technology support as their own technology
consumption habits become more mature. This may mean providing
more flexibility for end-user configuration, supporting BYOD, or
providing self-service capabilities for employees.

Page 8

• Mobile unified communications should not be limited to the device.
Aberdeen considers Social, Mobile, and Cloud to be part of one
integrated whole called SoMoClo™. Although mobile devices
already have their own unified services, they are typically specific to
the device. To provide the greatest business value, mobile devices
must be connected to corporate communications solutions that tie
together the mobile device, cloud-based data, and applications.
• Wireless expenses are controllable and reducable. Rather than take
thousand-dollar roaming expenses and international calling charges
for granted, organizations can offset these calls onto cheaper
networks. By doing so, the employee can still make calls, without
charging a premium to the company.
• Mobile unified communications should be secure and ubiquitous.
Although this statement seems obvious, only 20% of Aberdeen's
respondents have a security solution for unified communications,
and only 21% of employees at Industry Average organizations in
Aberdeen's February 2011 Enterprise Mobility Management study
have secure remote mobile access. Most organizations still have
significant steps to take before their mobile communications and
landline communications are as secure as their landline networks.
For more information on this or other research topics, please visit
www.aberdeen.com

Related Research
Helping the Helpless Desk; November Enterprise Mobility Management Goes
2010 Global: Mobility Becomes Core IT; July
Enterprise Mobility Management 2011: 2011
Mobility Becomes Core IT; February Wireless Expense Management;
2011 September 2011
Conquering the Fear, Uncertainty, and Enterprise B2E Mobile App Strategies;
Doubt of Managing Integrated October 2011
Communications; June 2011
Author: Hyoun Park, Research Analyst, Collaboration and Integrated
Communications (hyoun.park@aberdeen.com)
For more than two decades, Aberdeen's research has been helping corporations worldwide become Best-in-Class.
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organizations with the facts that matter — the facts that enable companies to get ahead and drive results. That's why
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of insight to deliver innovative multichannel marketing programs that drive business-changing results. For additional
information, visit Aberdeen http://www.aberdeen.com or call (617) 854-5200, or to learn more about Harte-Hanks, call
(800) 456-9748 or go to http://www.harte-hanks.com.
This document is the result of primary research performed by Aberdeen Group. Aberdeen Group's methodologies
provide for objective fact-based research and represent the best analysis available at the time of publication. Unless
otherwise noted, the entire contents of this publication are copyrighted by Aberdeen Group, Inc. and may not be
reproduced, distributed, archived, or transmitted in any form or by any means without prior written consent by
Aberdeen Group, Inc. (2011a)


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