Smart firms are always looking for better, more effective ways for their staff to communicate and collaborate, especially when workers are distributed throughout multiple offices. To that end, one of the biggest communication challenges financial services firms face is integrating disparate communications channels -- from telephony to e-mail and Web conferencing to instant messaging (IM). If done successfully, this integration will give rise to a unified communications (UC) environment that empowers employees to make informed decisions and communicate more effectively, while ultimately generating cost savings across the organization.

Before embarking on this potentially complex journey, firms should examine all the moving parts involved. With this in mind, I have identified seven tips for planning and deploying UC solutions.

1. Don’t underestimate your company culture. Before beginning any UC project, understand the communication methods your firm currently uses, and determine if your corporate culture is suited to interactive IP communication. For any new communication tools, consider a pilot program with key employees who will benefit the most or who seem excited to embrace change. Combine this mentality with a well-planned and articulated change management process, and the stage is set for a successful deployment.

2. Prepare your environment. Carefully assess and prepare the environment for the deployment of new technology. Create a single authoritative directory as a centralized source of contact details:

• ‑Establish a single user identity to ensure accurate interaction between systems.

• ‑Prepare the directory to support corporate IM, ensure that phone numbers are normalized in a standard format, and educate users on how to enter numbers to their personal contacts.

• ‑Configure the PBX or IP PBX to accept the new numbering scheme. Some form of computer telephony integration is required to enable telephony presence and call control.

• ‑Where possible, deploy client software to desktops. Desktops will also need to meet the minimum hardware and software requirements for these applications.

• ‑‑If extending rich communications to video, prepare the network with appropriate bandwidth and quality of service.

3. Define the architecture. Decide on a distributed or centralized architecture. Assess the impact on the underlying infrastructure, as many collaboration technologies rely on real-time protocols that put increased demands on IP networks to minimize latency and jitter.

4. Assess security up front, and leverage existing functionality. UC implementations present many security considerations. Take advantage of the capabilities that already exist within your network equipment and the encryption capabilities in the UC devices themselves.

5. Maximize enterprise integration. Once the initial implementation is complete, explore opportunities to extend the system to deliver increased value through application integration, conferencing and customization.

6. Ask about solid project management. Choose an implementation partner that will base its deployment on a structured project management methodology beyond basic frameworks. The partner should demonstrate specific sets of processes, tools, templates and guidelines that are customized for UC environments and are based on industry best practices.

7. Implement ongoing support. A successful deployment depends on a firm’s ability to account for all technical disciplines and maintain the stability of the environment daily.

The world of corporate communications is undergoing a revolution. Successfully deploying UC comes from careful planning and an architecture that takes security and ongoing support into consideration. Financial services firms’ chances of a successful, well-received UC network will be greatly improved if they choose the right technology partner. Try to work with a partner that has the skills and experience to incorporate multi-vendor technologies, follows a transparent and strict project management discipline, and offers ongoing support and maintenance throughout the solution’s lifecycle.

Lawrence Imeish is Principal Consultant in the
Converged Communications Group at
Dimension Data, North America, 571-203-4126;
e-mail: lawrence.imeish@us.didata.com;
web: www.dimensiondata.com/na.