Defining the Right Path to Unified Messaging Video Script

Good morning, afternoon, or evening as the case may be to everyone. I would like to thank you for taking the time to joining us here to take a look at Unified Messaging.

Unified messaging is an extremely interesting solution, and I think we'll find in today's session you'll get some pretty good answers in terms of the questions that might have come and maybe some directions in terms of where you should go from here. We'll talk a little bit about our company AVST but not a lot because mostly you're here to learn about the solution and that's what we want to focus on. We will then take a look at some of the options that you could have. Unified Messaging, it's interesting, has been around long enough where there is a number of ways to deploy it. Everyone has a slightly different idea of how you should do that and, if nothing else, when you leave this webinar you should understand the ways of deploying it, and those will help you make the choices you need to make for your enterprise. And lastly, we'll kind of sum it up with five considerations. Just a quick checklist you can use as you look at moving forward and evaluating a Unified Messaging type of solution. And then, as said before, we'll open it up for questions and answers at the end, and hopefully there will be some questions. Remember, anything you're curious about there is for sure someone else that didn't have the courage to ask. So, you'll be helping out your fellow attendees as well.

So if you look at AVST, we're kind of the unknown player here. Surprisingly, we compete against the giants, most of whose names are household words. Sometimes people kind of get worried wondering if we are the kind of new kid on the block and we're certainly not. We've been around in this industry for over 25 years, we've had over 40,000 systems sold and deployed out there, and we're recognized in the industry for both our innovation and product history. Whether it's Gartner's report that talks about out our position in voicemail and UM market or Frost and Sullivan report that talk about the concrete ROI that the solutions we offer will give you or the Com Fusion report that lists one of the most forward looking advanced players in this market. All of these are just alluding to the fact that we've been here for a long time, we've had a lot of customers for a long time, and they've given us an incredibly good amount of feedback. Based on that feedback, we've grown and changed this product over the years. Somehow it really is a premier player for Unified Messaging. We actually deployed the first unified messaging solutions back in 1991, so we have a nice fifteen, sixteen years of solid history of looking at the solution and figuring out how to deploy it in a wide range of enterprises and a wide range of sizes of company. So what we're going to do today is kind of give you the benefit of that experience and talk about our solution and how we see it fitting into the market.

It's always nice to have a slide up that the talks about our successes. What this one does besides letting you know we're a solid player in the market is it sort of talks about four areas where we tend to be very successful. In the general enterprise (whether it's food service, financial, all of those), the kind of problems companies have, the communication problems, are exactly what we address. And those same types of problems really move horizontally in most types of industries. So in education (whether its higher education or the lower schools), in the government (whether it's a city, county, or a federal government agency), and certainly in the health care industry; what we found is the unified messaging solutions we provide are of great benefit to those people and as we've been rolling them out over the years. We've tuned those solutions and make sure we addressed the specific needs, not only in those vertical but horizontally for almost any type of customer.

One of the reasons we can do that has to do with who we are and how we were founded. We're not owned by a PBX manufacturer. We're the only significant player in this market who isn't owned by someone who primarily makes another product, PBX, routers, ect. And what that does is gives us a very unique focus on our product. Our focus tells us that we should be able to make a product that fits into any enterprise. And not only should it go into any enterprise, but it should support the existing pieces of infrastructure that are there. The last thing we want to do is deploy a solution that has hidden costs for you and requires you to upgrade your software, change something out, or change your architecture. So we designed our system to fit in seamlessly, no matter what. Whatever type phone system you have, whether it's a legacy TDM type PBX or a newer IP type phone system, we're going to integrate to that without any issue and you're going to be able to change that switch anytime you want knowing CallXpress integrates to everything on the market. We not only support all the popular email systems (certainly exchange, notes, and GroupWise) but we also support an IMAP 4 system. So higher education, anybody that has an IMAP system, we're basically going to be able to offer any unified messaging across the board. And then we take a look at sort of this latest piece which is new architecture types for telephony. If you have more than one telephone system in your company then you look at centralization and distributing call process and that's a very flexible area for many companies. Rest assured CallXpress can be configured in any of those environments. It also allows you to change those environments as you grow without having to replace any of the products or any of the software.

So if we actually look at what's going on in the industry in general, and this is not just unified messaging but this is the communications and data industry overall, right now everyone is struggling to reduce costs, it's a tight economy, and of course the goal is to leverage that existing infrastructure. For maybe 5 years, in the past people have been looking at moving to a voice over IP type solution and people are still looking. But now the move slowed down a little bit with people thinking, “What I want to do today is spend money on my infrastructure that gets me money right now not just so much for the future but let me lower costs today. Let me make my management simpler; let me control my employees expense. And as I do that, whatever I deploy, I really want to make sure that's going to fit and whatever new architecture I pick”. And then they're looking at productivity. Certainly employee expense is the highest, if not one of the highest, expenses for any organization. So what tools can I employ today that will make my employees more productive and more responsive. For productivity, unified messaging is one of the key elements in the communications world that actually are ready today out, deployed, and returning true value. And there are certainly things we do to enhance it, such as using speech recognition access and/or mobility to connect to the devices. However, the general concept of unified messaging is really tried and true. We're going to look at numbers that talk about surveys and things in a second. But it really is one of the things you can do today that addresses that productivity issue. And then the last piece is looking at ways to improve the business processes. All of these things can be done today in your environment and most of them without requiring major investment. Reducing that latency for customer communications is a major focus for many people. Trying to maintain the customers you have, at a time when budgets are tight, is certainly a good move. And one of the things we can do with this is by shortening the message retention time, the message response time, we can actually take and help you maintain those valuable customers. So while you're off in the business of gaining new customers, we just want to make sure you are not losing any of those existing ones.

So if we look at unified messaging itself, we're going to describe what we believe it is and how it gets implemented. But it's really about access to messages. Easier access, more productive access to all your message types: voice, fax, and email. Not only access to all your message types but access from the terminal, or the device you'd like to use (the most appropriate one). So certainly it's easy to see that sitting at our desks at work we have an email client we spend much of our day inside there and putting a voice and a fax message into that email client makes it much easier to handle. I can now group all my messages based on subject, based on promotions, and programs I'm working on and I can use the same way of working (the same king of triage of email inbox to look for important messages) to cover all of my messages. But it goes beyond that because for some of us working at a desktop all day long isn't an option. So what we now need to do is extend that same single focus out to other devices for other environments. So you certainly can go out and when you're out and about you can grab a web connection and using web access you can probably get to your email system. So it would be great if you could get to your voice and fax as you're getting to your email messages through a web connection. Perhaps you have a mobile device, a blackberry device, your handling your email through that when you're mobile. Once again, having all your message types on any device your using is really what the goal is for this. We want to reduce the time to process messages but we also want to extend the time that messages are available and reduce the amount of time it takes for you to get a message, read it, process it, and respond to it.

There is actually a study out that talks about message management with unified messaging. When we're able to take all our message types and put them into a single tool, that saves anywhere from fifty to seventy five percent of the time we spend handling messages. Now if you think about time at a desk, where you would actually be in your email (reading your email), the light would come on your phone and you'd stop, you'd call in, you'd log into your voicemail, you then listen to those messages. And then you have them go out to wherever the fax machine was and get your fax messages, then you'd come back with all that information and sort of try to tie it all together by subject. It's pretty easy to see how looking at it all on one screen, having it in one simple place to manage, will allow you to be more productive and more responsive because you'll know about all of those messages in a more timely manner. And that same concept is actually magnified when you go mobile. You imagine you're out at lunch. You just finished lunch and now you're worrying about a couple projects you're working on and now you have to go somewhere to get your email, you have to call in to get your voicemail and maybe have to transfer out to an administrator to ask if you have fax messages. To have all of those pushed real time to your mobile device… much, much more productive for you and that response time gets greatly reduced. All of those functionalities are part of unified messaging but behind that, not quite as visible, is the architecture you're going to use to deliver that. Unified messaging is one of those solutions that connects key elements of your infrastructure. It connects your phone messages with your email system, with your faxes, with your network, and with you groupware. And those connections all need to be built in such a manner that not only do they deliver the functionality you want, but they also match your corporate directives. We're going to look at those when we talk about how to connect unified messaging. Certainly the interoperability with the email system is the first and key piece and we've been doing that for a long time now and we're completely comfortable with any type of email you have, we can give you unified messaging. Now the feature mix varies a little bit from email to email but not noticeably. The functionality is going to be there no matter what email system you have once you take the time to roll it out. We can split up to 10,000 different users using unified messaging on a single CallXpress system today. And that number actually doubles in our next software release. So I'm guessing no matter what your enterprise is structured like, CallXpress is going to fit your needs to be looking at getting that value from unified messaging.

The industry has been all excited about unified messaging in the last few years. Now mind you we've shipped our first unified messaging product in 1991 and it was fairly slow going in the early days to convince people of the value of unified messaging. It was in the early days of LAN and email systems and there were allot of challenges. Slowly over the years, as we started to roll this out for more and more customers, we've learned from those customers what types of features they, what types of conductivity they want to have and the markets got more and more interesting and in the past few years it's absolutely blossomed. Right now the studies talk about how 75% of the enterprises plan to roll out UM between now and 2010. Frankly, that's a purchasing decision if you're evaluating today. Let's talk about the market doubling in size. That's a pretty big step. If you're in a market doubling in size it's a good place to be. As we look at the deployment of IP technology, which is another area of technology that is getting a lot of focus right now, we need to kind of do two things. First we need to focus on the fact that this unified messaging functionality works fine with the new IP technology. But we also need to keep in mind that the unified messaging functionality isn't tied to IP. The same functionality we're talking about today will work fine on a new IP phone system or in your legacy phone system. In fact, you can purchase unified messaging today with the phone system you have knowing full well you can go to any IP system and not lose a bit of the functionality that CallXpress provides today. So in an environment where you have a number of solutions you're looking at, focusing on the unified messaging solution today, and leaving the IP one for tomorrow is something that works very, very well.

So as we talk about unified messaging itself, most of you have probably seen the famous screenshots and demos of what goes on and the concept is simple: we're going to put all of our message types into one tool. The appropriate tool for wherever you happen to be. Now this is showing you the email tool, it just so happens to be a Microsoft outlook screenshot (it could just as easily be notes, or Eudora, or Novell GroupWise, or any clients you really want to talk about). And inside that mailbox, what you see is voice messages (designated by the little telephone icon), fax messages (by the little piece of paper), and regular email messages. And these are literally all processed in the same way. Not much of a learning curve for desktop unified messaging. You open up your inbox, you see a new message, you double click it, and that'll bring the message up (and we'll talk about playing that message in a second). But you notice even on the header lines, there's information about who sent you those messages, what type of messages they are, all that visual and that triage in your mailbox that we all do as we process work during the day.

As we look at unified messaging, we're not going to focus that much on functionality; functionality is probably within 10% the same in many competing products today. That's because we've been doing it all long enough to kind of figure out what it is what the customer wants. What we're going to spend some more time on than functionality is the architecture you use to deploy it. The architecture is kind of behind the scenes and it doesn't get much attention but it turns out it's a fairly critical piece in your deployment of unified messaging as you start putting new solutions into the enterprise, more and more these solutions communicate with other solutions in your enterprise and how they do that can be critical. So, what we're going to look at with CallXpress is its ability to do all the types of Unified Messaging architecture. We can mix any type of unified messaging architecture that exists on a single CallXpress we can have pure voicemail users, and unified messaging users. Not all customers need to convert everyone into unified messaging. Some systems require that and, not only is that a hustle, but it's also a licensing cost that you really don't want to incur if you're not getting any value for it. And then we'll take a look at the flexibility of getting unified messaging from the different devices. CallXpress actually allows you to have a user who is fully unified as an email client but when they call in from over the phone, they just get voicemail. Or someone when they call over the phone they get voicemail, fax, and email but at desktop their email client is just an email client. The complete flexibility to tailor it not only per system but per user. Then we're going to look at the various environments. We fit today with any email system, any phone system, any network architecture. We're completely flexible; we don't care if you have a single domain (or multiple domain) or an old phone system or a new phone system. CallXpress is going to go in and leverage that existing investment and you're going to start to feel the value of unified messaging. When the time comes to change any of these, though you can rest assured we support any email system changes you might make, any new phone system you might buy, and any network architecture. Perhaps you're going to acquire another company and suddenly you'll have two domains instead of one, that's not going to be a challenge for your unified messaging solution as long as it's from AVST.

So let's take a look at these architectures. These are simply different ways to connect your voicemail system, your telephone system, and your email system to deliver unified messaging functionality. There is really four ways it's done out in the market in general. A nice brochure our marketing department did up last year kind of talks about the four basic ways. We're going to look at each one of these so you understand them and then we're going to talk about what the implications are of doing one of these as opposed to the other.

So let's start with server based unified messaging. It's called server based unified messaging because it actually unifies the messages on a single server. Its sometimes also called single message store unified messaging. Basically what this means is CallXpress takes these voice messages and deposits them into the users email inbox. The messages are now actually stored on the email server. Now the advantage of this is since they are in the email inbox, any tools the user is using with email and any deployment types that the customer has already done to support email now leverage it and add voice to it. For example, you see them in your email client when you open up email. If you're using a blackberry enterprise server, good technologies, or Microsoft active sync over the air, to push real time email messages out to your user's mobile devices they will now get their voice messages and their fax messages. If you're using cached mode or replication so that when travelers take their laptop offline they have all their email messages, they'll now have all their voice and fax messages. If they go and stop somewhere at an internet booth and bring up outlook web access or inotes, or some type of web access to email that will now also have web access to voice and fax messages. So its maximum leverage for the existing infrastructure and it makes it the easiest one for people to use because they are usually developing it and using it from a tool they already know.

So the upside of this one is that it is the most feature rich, particularly for mobile people, it's the easiest to use for the client and it does support the real-time push voice and fax messages out to the mobile devices that are already getting email messages. Now there're two areas of discussion we have sometimes with customers where they have some concern about this architecture and the first one, we don't see as much as we used to, but it's the impact on the email server and the network that put the messages in. Five years ago, this was actually a concern and we would actually run network studies and talk about the storage requirements. But in today's world, when most people have a large number of email messages that have attachments with a very large size, that few voice messages you have tend to not be very significant. An average voicemail message has about a 200, 250k attachment size to it and people get anywhere from 3 to 10 of those messages and it's not much of an impact. We do still sometimes talk about that but the second one tends to be the more important one and this one is a little more difficult to address because it's not about information we have but information no one has. There are a lot of things going on, legally, with various types of businesses that have to do with e-document policies and privacy. So if you look at HIPPA in the health industry, that's the patience privacy act, it spells out what a good health industry company has to do to ensure that records, communications, and everything that has to do with a patient stay as private as possible. And FERPA does the same thing. If you look at FERPA for the educational industry it's the same type of act. It is the same thing kind of a little more powerful even for public companies where not only is privacy an issue but you actually have requirements for maintaining records and making them available for disclosure. Now all of these documents completely ignore voicemail. None of them mention voice mail at all. But there is some concern that if I put my voicemail into my email system, what does that mean? Does that mean I'm now covered? Are those same voice messages subjected to those same laws and regulations? The answer is no one knows. Nobody has ever gone to court, spell out one way or another, whether voice messages left in email fall under all of these same guidelines or not. So it does make some corporate customers a little nervous so for those customers we offer client based unified messaging.

With client based unified messaging, we're going to leave the messages on CallXpress. The voice and fax messages maintain their residence on their relevant film servers and we're going to unify them instead of at a server level at a client level. So what we're actually going to do is we're going to take an email client that's already connected to the customer's email message store and build a second connection between that email client and the CallXpress message store. CallXpress becomes very similar to an imap email store in this case. So now from that one client, I'll be in two different folders, I can now see my email messages in one folder and my voice and fax messages in another folder. For desktop users, there is very little difference between this and having server based UM. I can still open those messages and play them over the phone, and play them over the speakers. I can build folders about projects I'm working on and drag voice, face, and email messages into it. Very, very little difference. There is a difference for mobile users though. Since the messages aren't stored in an email server. Some of the tools that people have deployed to make email more effective won't automatically help with voicemail now. For instance if you're using a blackberry server, to push your email messages out to your mobile users, if we're not putting voice messages in the server, they're not going to get pushed to the blackberry device. So a little less productive for mobile users.

The upside is it has less impact on the email server and the network and there are less concerns from some people about HIPAA, FIRPA, ect. We're not actually saying here that this is a better way to do this that this has less legal implications because nobody knows that. What we're doing is saying we can do it either way. If one way sounds better to you, you can do it that way. Unlike any other system on the market, if you change your mind you can change the type of UM that is deployed with the click of a button. So if you've gone ahead and rolled out server based, and you get down the road a little and in your industry or just your feelings in general are that it's not a good idea to store those on the email server anymore, the click of a button and you can go from server based to client based. No other system can offer you that kind of flexibility. That's pretty nice to know in a changing legal infrastructure where there's some very, very cloudy areas out there. It's nice to know that you have the flexibility as a user to control that destiny yourself.

The third type of UM we'll look at that is also licensed on CallXpress is called secure unified messaging. Now secure unified messaging was actually the result of the direct request of a number of large enterprise customers who said “when we do desktop voice messaging, in other words we use an email client to look at our voicemail, no matter what type we use (server or client), there's a problem in our eye if the end user could foreword that voice message off site. Now prior to this voicemail was accessed on the telephone and it stayed inside the relative corporate firewall and it was a corporate asset so to speak. Now, with desktop messaging and email client, there is nothing to stop employees from taking those messages, saving the attachment to a CD, or forwarding them off to their hotmail account. So we have customers that said we really can't have that, what you can do for us. So we built a new type of unified messaging; secure unified messaging. Messages stay on the CallXpress server and they're accessed with a web application. So what we've done is taken our web/ phone manager application, which prior to this was the web tool that users could go into to configure their mailbox. A nice graphical tool to help them set up their mailboxes and we added to that the ability to view voice messages. So now a user can be set up so they can get their voice messages from their desktop or from the internet using this tool. What happens when they go to get that message is, we use Microsoft screaming media to deliver it to the phone or to the speakers, but they cannot send a copy of that message nor can they foreword it off site. So it's the most secure version of unified messaging.

Messages remain on the voicemail server and they can't be accessed. Its turned out to be very popular for some companies because once they install the web application on their web server basically there is nothing more to be done there is no desktop visits, no software to be downloaded, no configuration to worry about. It does run on Microsoft internet server, it runs on an apache server, it's really technology independent. It also works in browsers on windows clients, Mac clients, Linux clients, it works on safari, it works Firefox, and it works on internet explorer. Very, very open standards type solution. The only real downside here I guess is its not unifying all the messages in a single app but it does give you that same functionality of handling from a desktop. Now all three types of UM (server based, client based, and secure) are available on CallXpress. You don't buy them that way, you simply buy a license for users, so you buy a license for several hundred users, the administrator now can configure those users for any of these three types as they like and change them anytime you want. So you're not locking yourself into anything in the way of architecture when you buy a CallXpress. Those three types, completely interchangeable and basically you can change as many times as you want by the click of a button. They can be assigned on a per user basis or on a per class of service basis.

This last type of UM that we offer is in a separate category because it doesn't require a license. We call it simplified unified messaging. So one of the things that CallXpress is always focused on is message notification, particularly for mobile people. You can't really process a message quickly if you don't know it's there. So we have a very powerful message notification engine. It includes the ability to dial out to numbers and pagers and various devices. You can have a list of up to nine numbers. Very, very flexible. Filters so you can only be notified of urgent messages or only messages of a certain type or only messages from a certain sender and as an addition to that we offer the ability to send out both email messages and sms text messages for notification. So I can configure my mailbox whenever I get a voicemail to send me an email message telling me it's there. This was one of the ways we handled blackberry users in the early days when their devices weren't capable of carrying voice messages on the phone. We would send them out an email and they would hit that link to the email and call in and get their message. As an option, you can set that email message that we send for notification, to actually contain the voice message as an attachment. So what you end up with is two copies of the message. One is still on CallXpress that you manage with the normal CallXpress tools and a second over somewhere in email that they manage with the email tools. This is the only type of UM that gives you two copies of a message that have to be managed separately. As a result we do not charge you for this. So with CallXpress this type of UM is free for one or all users. We don't license users on CallXpress, basic voice mail users, you can have as many as you want on the system and every one of them can have this type of UM if you like.

The pros and cons here are pretty simple. Less impact on the server and network, very easy to support foreign email systems if you have contractors or people that have email that are sort of outside your control this is a sort of ideal way to go. The downside is it is the least feature rich. You do have to modify how you handle messages because now you have two copies of messages.

If you look at our platform, one of the things we've done over the years, not just in unified messaging but in just about every area, is we've seen that in the way that the industry is going solutions in the enterprise are going to be more and more about conductivity. Certainly we've always connected the voicemail to the telephone system. Early on, we realized we had to put it on the local area network for a number of solutions. We wanted to connect it to the fax world and then slowly but surely it's become apparent that communication enabled business processes are going to be very important in the next few years. So starting almost ten years ago we started building CallXpress software with integration layers. What that means is we can hook to lots of different types of telephone systems because we've extracted that integration out to a layer of software that can be programmed very easily to talk to anything. We've extracted the groupware layer. So we can not only connect to any email system but a single CallXpress can connect to multiple email systems of the same type or different types. And then we've also extracted all the different user interfaces. Certainly as a voicemail that has been around this long, we started with a simple DTF interface where you could call in and get your voicemail. That's grown today to support all the devices that users might want to access their messages with and all the different types of interfaces available on those devices. So we have a speech interface where users can call in and do all of their message management and call management using a speech interface and that helps meet some of the laws that are being deployed in the states about hands free access. We have a web interface where users can set up their mailbox and access their messages through the web. If you're portable, sometimes the web is the easiest tool to get to. We certainly have a number of desktop interfaces and a number of mobile interfaces and the mobile interfaces are speech, DTMF, and data. There are a number of things we do to extract that layer. And all of those wrap around the core applications that we provide and those core applications are where we spend all of our time. These are rock solid applications they have been under development for almost 25 years. So call processing, voice messaging, unified messaging, fax, personal assistant, notification; all of those are in the core and then all of those extraction layers let it communicate to the outside world. And this is not a process that is slowing down or stopping now. We can easily talk about how we need to connect that same functionality to other systems in your enterprise. Perhaps your customer database or your office communication server, your presence and availability application, this goes on and on and that's our intention is to use CallXpress as the voice engine for all of these types of solutions.

So if we look at all of this information and we talk about, as a customer, your evaluating unified messaging, what it is you really need to be doing. And certainly the nice demos and brochures and screenshots are all a part of that process but there are really 5 areas that you'll want to look at and make sure that you're covering as you do these evaluations. And the first one is compliance. Oddly enough, there are these legal issues now that have to come into this play and you need to make sure you don't lock yourself into an architecture that might now work for you now or a few years down the road. If you don't have the flexibility to change those architectures, you really are sort of hoping that the way this turns out, the particular type that you're going to buy, works. Every other vendor is going to lock you into one type of unified messaging architecture which means if that's not the type for you down the road, you're going to be back out shopping again probably sooner than you like. Even beyond the legal issues the confidentiality issues are important and once again those different architectures give you different levels of control over how confidential you need those messages to be. Whether they need to be confidential because of your industry, healthcare and education, or because of the nature of your business. No matter what, you want to make sure you have that covered as you look at the various types of systems you might purchase. Configuration is important. If you buy a system that's made by a phone vendor, they spend all their time making it work with that phone system. As long as you never leave that phone system, you'll probably be ok. But if that phone system changes, growth, acquisition, and IP migration, you might suddenly find yourself with a system that's really not as functional as you like. So, take a look at your architecture today, pick something that fits that architecture, and keep in mind that architecture changes as you go forward and make sure whatever system you choose has the flexibility to match those changes. Let's look at capacity both from what you can get today and what you can grow to and also how it affects all of the other solutions you have. How it affects the load on your server, your email server, and your network. In some environments, where there is data connection out to remote sites, this gets to be a fairly complex process which we'd be happy to talk through with you in terms of how to design an implementation that doesn't overload any of your capacities at all. Plus, it gives you a nice margin for growth. We all hope to grow as companies and it would be nice to be planning for that upfront. Then of course last, and everyone looks at this one, is cost. But keep in mind; focus on the cost of ownership in an ongoing way not just the acquisition cost. There's certainly an acquisition cost and you want to control that but that's the really visible cost. There are other costs like: how complex is this system to maintain, how well can you distribute the administration over the system over multiple sites if that's your environment, how many licenses do you have to buy for you groupware package to deploy UM that maybe your not thinking of right now. Allot of these systems require a groupware license for every voicemail users. Now, allot of your users have this license but there is a good chance allot of them down. So the cost, capacity, configuration, confidentiality, and compliance are kind of the areas where you can build yourself a checklist to make sure you're covering everything. Not just a nice brochure, the screenshot, and not just the nice demo (we can all do that, that's something the entire industry has figured out how to do now) but some of these areas that aren't quite as clear are every as important in your consideration in terms of what you're going to do to employ somebody to give you a nice unified messaging system.