The Integrated Communications (IC) layer represents the technologies that enable a variety of personal communications choices from within the same client environment. Communications choices include remote and mobile access to email, calendar, and contacts (online and offline, within and outside the organization), voicemail, Fax, Instant messaging, presence and conferencing (audio, video and web). This Communications layer is called “integrated” because it is tied directly to relevant business processes and incorporated within and across applications and devices where the end user will get most value. IC allows Line of Business (LOB) applications to have integrated instant messaging capabilities and to show users’ presence online within the context of the application. As part of an IC solution, integrated presence provides a rich experience enabling end users to find and engage the correct, relevant and available person through a range of communications options. An interaction can start off with a simple instant message or email interaction and be extended by adding rich multimedia as the conversation evolves for a more engaging user experience that includes data collaboration, audio, video, or even multiparty conferencing for both internal and remote users.

The following example is a very mainstream use of an integrated communications capability:

Tandy is working remotely, and reading her email over a regular (i.e. no VPN) wireless internet connection. She reads an urgent request from a colleague, Peter. Tandy can see from the presence indicator in the email client that Peter is online, decides to reply with an Instant message (IM) to give him a real-time answer. In the chat, Peter says he wants to show her a PowerPoint deck he’s working on. He shares his desktop while also adding audio, enabling us to have a voice conversation while looking at the same screen together. Tandy points out that a partner contact, Jen, has some input here. She adds Jen to the conversation, and they immediately have a multiparty conference with audio and data sharing. Jen hadn’t met Peter yet, so she decides to add video to the interaction. Jen requests control of Peter’s desktop and adds her content to the deck.

Architectural pre-requisites: Infrastructure, Security, Data, IT Process

Architectural recommendations: ECM and Collaboration, SOA and BPM