Analysis of google entry in unified communications from a resource and competence perspective

The business communications market has been deeply transformed by technological and product convergence, due to the progressive substitution of traditional TDM-based voice products and services by ToIP (Telephony over IP) based products and services. The adoption of IP and the management of voice applications in the same way as data application has given rise to convergence offerings under the name of Unified Communications, and allowed the entry of data communications vendors, such as Cisco, in a market initially dominated by TDM-based product vendors. The increasing dissociation between hardware and software and the virtualisation of services have induced the entry of new players relying on their position in software and web services, among which Microsoft and Google. In this paper, drawing on the resource-based perspective, we analyse the patterns of entry of Google in this market. In particular, we highlight how Google relies on current specific resources, acquire and/or develop complementary resources in order to be able to compete on this market. In this work in progress paper, we put emphasis on the acquisition strategy of Google --

Unified communications: The search for ROI through tomorrow’s business communication solutions

The traditional workplace is evolving; the way in which businesses communicate today is different than it was in the past and yet is likely to change again in the future. The current state of the economy and globalization has forced every organization to review its future business plans and cut costs everywhere including communications. Organizations are seeking out technology in hopes of finding new ways to reduce their bottom-line communication costs. Today, many enterprise business infrastructures are comprised of separate networks - voice, data, and mobile - yet most of the time these networks never interact. The ability to link business applications from various networks with communications proves to be valuable and is known as convergence. Convergence is defined as the combining of one or more elements into one. Unified Communications is a concept that looks to build on convergence, although it is not a new technology. Unified Communications is the term coined by the communications industry that signifies the comprehensive integration of various communication networks for reasons of increased revenue and reduced costs. Unified Communications will fundamentally transform the way in which people work - from decreased carrier costs to increased response times, the benefits of Unified Communications greatly outweigh the investment. This thesis will analyze the adoption of the Unified Communications paradigm by examining the Unified Communications solutions of tomorrow and prove that establishing a cohesive Unified Communications strategy will indisputably have a return on investment. In doing so, solutions from four Unified Communications vendors (Microsoft, Cisco, IBM, and RIM) will be examined to expose the potential benefits available to any enterprise business. The end result will show the rate of return for reducing costs and increasing revenue to yield a positive ROI for each vendors\u27 UC solution

Wearable learning tools

In life people must learn whenever and wherever they experience something new. Until recently computing technology could not support such a notion, the constraints of size, power and cost kept computers under the classroom table, in the office or in the home. Recent advances in miniaturization have led to a growing field of research in ‘wearable’ computing. This paper looks at how such technologies can enhance computer‐mediated communications, with a focus upon collaborative working for learning. An experimental system, MetaPark, is discussed, which explores communications, data retrieval and recording, and navigation techniques within and across real and virtual environments. In order to realize the MetaPark concept, an underlying network architecture is described that supports the required communication model between static and mobile users. This infrastructure, the MUON framework, is offered as a solution to provide a seamless service that tracks user location, interfaces to contextual awareness agents, and provides transparent network service switching

Past, present and future of IP telephony

“Copyright © [2008] IEEE. Reprinted from International Conference on Communication Theory, Reliability, and Quality of Service, 2008. CTRQ '08. ISBN:978-0-7695-3190-8. This material is posted here with permission of the IEEE. Internal or personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution must be obtained from the IEEE by writing to [email protected]. By choosing to view this document, you agree to all provisions of the copyright laws protecting it.”Since the late 90's IP telephony, commonly referred to as Voice over IP (VoIP), has been presented as a revolution on communications enabling the possibility to converge historically separated voice and data networks, reducing costs, and integrating voice, data and video on applications. This paper presents a study over the standard VoIP protocols H.323, Session Initiation Protocol (SIP), Media Gateway Control Protocol (MGCP), and H.248/Megaco. Given the fact that H.323 and SIP are more widespread than the others, we focus our study on them. For each of these protocols we describe and discuss its main capabilities, architecture, stack protocol, and characteristics. We also briefly point their technical limitations. Furthermore, we present the Advanced Multimedia System (AMS) project, a new system that aims to operate on Next Generation Networks (NGN) taking the advantage of its features, and it is viewed as the successor to H.323 and SIP

Unified Messaging Systems: an Evolutionary Overview

Over the last decade, the widespread demand and use of the internet has changed the direction of the telecommunications industry as it was recognised that the internet could be used as an inexpensive way to handle not only data but also voice communications. This convergence of traditional voice and data technologies towards an IP-based open architecture has been paralleled by a convergence of the internet and mobile communications. As a result of these convergences, unified messaging has emerged as a technically viable service. Integrated messaging services that offer partial unification of different message types are already in the marketplace. This paper asks what unified messaging means and examines underlying architectural developments that are likely to shape the unified messaging applications of the future

Towards a Framework for Modelling Multimedia Conferencing Calls in the Next Generation Network

This paper is concerned with the creation of a multiparty multimedia conferencing application which can be used in Next Generation Networks. It begins by suggesting ways in which conferencing can be modeled with a focus on separating signaling and media transfer functionality. Enabling technologies which could support the modeling framework derived and which are compatible with Next Generation Network (NGN) principles are reviewed. Finally, a design and implementation for a simple multimedia conferencing application are described

A comprehensive IVR (Interactive Voice Response) analysis model using online analytical processing (OLAP) on a multidimensional data cube

Private Branch eXchange (PBX) is a tool indispensable in the business world. The telephone exchanges allow employees to perform internal connections between telephones, or make calls to the external network also known as Public Switched Telephone Network (PSTN). With increasing Internet usage, there is interest in understanding what services are offered. Enterprise Courier is a commercial Internet Protocol Private Branch eXchange (IP PBX) based on open source Asterisk web-based PBX software for Linux, which supports multiple protocols and services, like Interactive Voice Response (IVR). Cisco Unified Communications Manager (CUCM) or CallManager, is a software based call-processing system (IP PBX) developed by Cisco Systems. CUCM tracks all active Voice over IP (VoIP) network components; including phones, gateways, conference bridges, among others. IVR is part of the Academic Services costumer contact and ticketing of University of Beira Interior (UBI). IVR monitoring and analysis are essential for effective operation and resource management, in particular, multidimensional analysis for long-term data is necessary for comprehensive understanding of the trend, the quality of customer service and costumer experience. In this paper, we propose a new IVR analysis model for large volumes of IVR data accumulated over a long period of time. The IVRCube proposed is an analysis model using online analytical processing (OLAP) on a multidimensional data cube that provides an easy and fast way to construct a multidimensional IVR analysis system for comprehensive and detailed evaluation of long-term data. The feasibility and applicability are validated, as the proposed IVRCube analysis model is implemented and applied to Academic Services costumer contact and ticketing IVR data.A Private Branch eXchange (PBX) é uma ferramenta indispensável no mundo dos negócios. As centrais telefónicas permitem que os funcionários realizem chamadas internas entre telefones, ou façam chamadas para a rede externa, também conhecida como Public Switched Telephone Network (PSTN). Com o aumento sistemático da utilização da Internet, há um interesse acrescido em entender quais os serviços que são oferecidos nas redes baseadas em Internet Protocol (IP). Um destes serviços é o Voice over IP (VoIP). O Enterprise Courier é um software IP PBX comercial para VoIP baseado na aplicação de código aberto Asterisk, que opera sobre Linux. O IP PBX Enterprise Courier suporta vários protocolos e serviços, por exemplo o Interactive Voice Response (IVR). O Cisco Unified Communications Manager (CUCM) também chamado de CallManager, é um sistema de processamento de chamadas IP, ou IP PBX, desenvolvido pela Cisco Systems. O CUCM permite fazer a gestão e operação de todos os componentes ativos de voz, incluindo telefones, gateways, equipamentos de conferência entre outros. Estes sistemas coexistem na rede de gestão de comunicações de voz da Universidade da Beira Interior (UBI), sendo que o sistema automatizado utilizado para o encaminhamento de chamadas dos Serviços Académicos na UBI utiliza a tecnologia IVR. Este serviço da UBI é uma das formas que os clientes da Universidade (alunos e não alunos) têm para obter informações e resolver questões de forma rápida e simples usando o telefone. Por ser um importante ponto de interface entre a universidade e a comunidade, a monitorização e análise de desempenho do IVR são essenciais para o funcionamento eficaz e gestão de recursos humanos atribuídos a este serviço, o que torna a tarefa de extrair os dados do sistema de VoIP e apresentá-los de forma a poder extrair deles informação útil à gestão, o centro deste trabalho de investigação. Para a análise dos dados, foi usada uma técnica de análise multidimensional de dados a longo prazo, necessária para uma compreensão abrangente da evolução e qualidade de serviço prestada ao cliente tendo como objetivo a melhor experiência possível por parte do cliente. Neste trabalho, propomos um novo modelo de análise de IVR para grandes volumes de dados acumulados ao longo de um extenso período de tempo. O IVRCube é um modelo de análise utilizando online analytical processing (OLAP) num cubo de dados multidimensional que fornece uma forma fácil e rápida de construir um sistema de análise multidimensional para avaliação exaustiva e pormenorizada dos dados ao longo do tempo. A viabilidade e aplicabilidade deste modelo são validadas, uma vez que o modelo de análise IVRCube proposto é implementado e aplicado ao serviço de contacto telefónico (IVR) dos Serviços Académicos da UBI

Voice over Internet Protocol (VOIP): Overview, Direction And Challenges

Voice will remain a fundamental communication media that cuts across people of all walks of life. It is therefore important to make it cheap and affordable. To be reliable and affordable over the common Public Switched Telephone Network, change is therefore inevitable to keep abreast with the global technological change. It is on this basis that this paper tends to critically review this new technology VoIP, x-raying the different types. It further more discusses in detail the VoIP system, VoIP protocols, and a comparison of different VoIP protocols. The compression algorithm used to save network bandwidth in VoIP, advantages of VoIP and problems associated with VoIP implementation were also critically examined. It equally discussed the trend in VoIP security and Quality of Service challenges. It concludes by reiterating the need for a cheap, reliable and affordable means of communication that would not only maximize cost but keep abreast with the global technological change. Keywords: Voice over Internet Protocol (VoIP), Public Switched Telephone Network (PSTN), Session Initiation Protocol (SIP),  multipoint control uni