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How to unify your workspace using messaging, voice, video and web conferencing

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Building collaborative, adaptive workspaces that foster productivity, business agility, security, and competitive advantage is now a critical requirement for many enterprises. This session describes …

Building collaborative, adaptive workspaces that foster productivity, business agility, security, and competitive advantage is now a critical requirement for many enterprises. This session describes how enterprises can unify their workspace to provide more effective and personal communications.

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  • If we look back over the last 12 – 18 months, the focus for businesses in the current market in nearly every sector has been around saving money, improving productivity (more with less) and improving customer service. This can be done in various ways: Wild West (cost drive) (beat up and commodatise all my suppliers resulting in limited value but cheap minutes, cheap maintenance and a cheap PBX or keep what you got. Suppliers stay in procurement jail, end up with reduced margins and reduced contract terms and values). Cowboy or Indian? (Strategy not fully defined) (don’t know what they don’t know..looking for someone to advise them on what they should do and who they should be) Pioneers (Transformational) (they know what they want but they don’t know who to partner or who to get there. They see the new world and value in solutions that deliver business transformation, competitive advantage and innovation)Irrespective of who you are in the above 3, the key drivers are changes that deliver reductions in cost one way or another that result in bottomline benefits but only 2 of the above will deliver game changing results that are better for them and better for their clients.
  • As usage of Web 2.0 type applications increases within your customer demographics , it becomes more important than ever for future investments in communications solutions to be able to interface and take advantage for new ways of providing customer contact.For example many organisations today use technology to trawl social networking applications for any instances of their brands in relation to success or failure.So online complaints can be dealt with pro-activly( AVAYA ACE platform has some of these capabilities )Vodafone increasingly see the trend in Voice traffic shifting to data traffic across our networks, via our mobile devices and with our customer demands for tariff changes. Information …. Trust ….. Social networks ……expectations > ARE ALL SHIFTING
  • Home workers drive Reduce carbon footprint programs
  • Increasingly the productivity of workers whose jobs cannot be automated Represents all our organisations with the next big challengeI would like to suggest that INTEGRATED COMMUNICATIONS and VODAFONE are part of the solution to that challenge
  • Transcript

    • 1. 1
      21 October 2010
    • 2. How to unify your workspace using messaging, voice, video and web conferencing
      Mobile
      Internet
      Vodafone Business Services
      Fixed
      IT
      1
      21 October 2010
    • 3. Contents
      • Introduction
      • 4. What are today’s business communication priorities?
      • 5. What are today’s communication trends?
      • 6. What are the challenges?
      • 7. A solution for today
      • 8. Making Unified Communications ‘real
      Version 1.3
      3
      21 October 2010
    • 9. Access to information and people regardless of location
      The Business World is Changing
      Managing your communications so you can manage your business
      Key
      considerations
      How to:
      Enable flexible and remote working
      Work more closely with customers, partners and suppliers
      Attract and retain talent
      Use technology to deliver a superior customer experience
      The
      implications
      Changing organisational structures
      Enabling new business models
      Supporting the cultural shift
      The
      requirement
      Secure information
      Simplified and streamlined ICT
      Greater collaboration across the enterprise
      New supplier capabilities
      The business
      need
      Reduce cost
      Increase productivity
      Greater flexibility
      Improve responsiveness
      Over a third (36%) of UK workers said a lack of access to mobile email causes unnecessary stress and conflict.
      Source: Vodafone Critical Response Time Index, July 2008
      49% of the working nation believe that flexible working will change the way we work entirely (rising to two thirds of MDs and CEOs).Source: Vodafone Working Nation Survey, 2008
      70% of businesses say their perceptions of organisations that do not embrace mobile working have changed for the worse, lessening trust, confidence and likelihood to invest.
      Source: Vodafone Critical Response Time Index, March 2009
      Nearly a quarter of all businesses (23%) in the UK have experienced security issues because employees have used mobile devices or laptops outside of work in contravention of company IT policies.
      Source: Opinion Matters, 2008
      4
      21 October 2010
    • 10. Cutting costs and consolidating supply chain
      Improving Business Processes
      Contributing to the creation of new strategies
      Delivering better service to customers
      Innovative new products and services
      Generating more new/existing business
      Improving workforce productivity
      Ensuring business continuity
      Complying with regulatory requirements
      Differentiating through the use of technology
      1
      2
      3
      4
      5
      6
      7
      8
      9
      10
      Top 10 Business Priorities for 2010
      Cost reduction
      • Reduce operating costs
      • 11. Increase employee productivity
      • 12. Minimise TCO
      • 13. Investment protection
      • 14. Optimise moves, adds, changes and deletes
      Business Agility
      • Provide superior customer service
      • 15. Increase Competitiveness
      • 16. Securely implement workforce mobility
      • 17. Mergers and acquisition, divest, restructure
      • 18. Capex Vs Opex
      Reduce risk
      • Business continuity
      • 19. Business compliance
      • 20. Reduce complexity
      • 21. Improve security
      * Source: 2008/9 Survey – CIO
      5
      21 October 2010
    • 22. Organisations are demanding more…
      Service and support…
      Productivity…
      Value…
      Simplicity…
      Agility…
      Free up resources to deliver strategic projects
      Securely access information and applications wherever user works
      Consolidate communications infrastructure – reduce total cost
      Deploy services to customers and employees faster
      Simplify my communications infrastructure
      IT
      Make it easy for me and my business to work with you
      Improve efficiency and productivity of the field worker
      Deliver more for less – help me manage my costs
      Unify communications for my end users
      Turn into a real time, responsive business – improve customer contact
      Business
      Give me tools to do my job more effectively
      Help me manage my expenses
      Work where and how I want
      Make it easy, quick, reliable
      You are there when I need you
      User
      6
      21 October 2010
    • 23. Technology Trends
      Technology
      Next generation services
      Implication
      More opportunities to win, retain and serve customers online
      Easier, ubiquitous access to people and information
      Lowering cost to operate
      Easier to deploy, scale and configure as business needs change
      Simple for users
      Optimal use of resources
      Partnerships to reduce cost and reduce risk
      Where
      Locally stored
      Fixed
      Voice and Data
      Hardware
      Discrete
      Dedicated
      Built in house
      Online
      Mobile
      Converged
      Software and services
      Unified
      Virtual
      Managed services
      What
      How
      7
      21 October 2010
    • 24. Customers drive behaviours & locations of your business - ‘online’
      8
      21 October 2010
    • 25. The SolutionEnabling our clients to….
      Build a sustainable
      organisation
      Communicate
      effectively
      Transform and
      enhance
      customer service
      Cut costs by
      adopting new ways
      of working
      Create a secure
      and
      resilient
      organisation
      Increase business
      responsiveness
      9
      21 October 2010
    • 26. The Journey
      Phase Two
      Phase Four
      Phase One
      Phase Three
      IPT / LAN
      IP Network Convergence
      Consolidate Supply
      PBX Support,
      Fixed, Mobile
      One number
      Drive Productivity
      IP enabled
      Reduce Unit Costs
      One Voicemail
      Flexible Working
      One service
      Simplify service
      Flat Rate Charging
      Collaboration
      Foundation for UC
      Simplify Contracts
      Taking the enterprise on a journey.. at a speed that is comfortable yet progressive
      Mobile IntegrationExtend to any user, any device
      Unified Communications
      Desktop integration
      Consolidate Simplify Innovate
      Multimedia Conferencing
      Call Recording
      10
      21 October 2010
    • 27. Unified Communications
      PC Connectivity
      Mobile Voice
      M2M
      Enterprise Email Services
      Applications
      Contact Centre
      Mobile Broadband
      Vodafone Volume Tariff
      M2M Data
      Blackberry
      CRM
      IP Telephony
      Mobile Network Connectivity
      Company Value Tariff
      Lone Worker
      Windows Mobile
      Field Service
      Fixed Connectivity
      DSL
      Flat Rate Tariff
      Mobile Safe
      Nokia Mail for Exchange
      Mobile Working
      Vodafone One
      Secure Remote Access
      Voicemail
      Safe Guard
      Hosting
      Partner Applications
      UC Applications
      Mobile Voice
      Track and Assist
      Remote Monitoring
      BPOS
      Data Networking
      Fixed Links
      Secure E-Mail
      Bringing it all together – Support, Solutions & Focus
      Flexible Working, Security, Business Continuity, Reduce Total Cost Of Ownership, Increase Productivity
      Service & Support
      Maintenance Services
      Training
      Billing Services
      Managed Support
      Integration Services
      Consultancy
      Implementation Services
      21 October 2010
    • 28. Through the intelligent integration of world class partner solutions
      Version 1.3
      12
      21 October 2010
    • 29. When did communicating become so complex?
      Mobile
      Fixed
      PC
      Handset07790…
      Voicemail 121
      Messaging07790…
      Handset01256…
      Voicemail94116…
      IP Telephony VoIPNElms-IPT…
      Email
      Nick.Elms@delarue...
      Instant MessagingNElms-IM…
      Multiple communication solutions offer business benefits in different situations – but together bring a new layer of complexity
      13
      21 October 2010
    • 30. Move towards Total Communications / FMC
      Improve support for mobile workers
      Bring telephony to the PC, & apps to the Phone
      Use existing investments to their full potential
      Establish Unified Messaging
      Instant Messaging across organisation for return to
      ‘real-time’
      Introduce Unified Conferencing
      Add Video as possibility for all users
      14
      21 October 2010
    • 31. One directory
      Single directory
      Presence & IM
      One voicemail
      One number
      Vodafone One
      Fixed Data
      Access
      One service
      Access voicemail via 121 or Outlook
      Unified voice
      Collaboration
      tools
      Online workspace
      & doc sharing
      Increased productivity | Lower overall TCO | Simplified user experience
      15
      21 October 2010
    • 32. Mobile
      Improving customer contact
      Internet
      Fixed
      IT
      1
      21 October 2010
    • 33. Inbound Voice Automation Applications
      SpeechTouch
      Tone
      Browser
      INFORMATION
      Flight/film/train information
      Account information
      Order a brochure
      Order status
      Opening hours
      WAIT TREATMENT
      CONTEXT
      ID & V
      Wallet Items
      Password
      Biometrics
      Dynamic menu
      Data Lookup
      Segmentation
      Personalised Treatment
      Video on Hold
      Up Sell and Cross Sell
      Assisted
      Service
      TRANSACTIONS
      Book flight/train/film/hotel
      Cancel/amend hotel booking
      Bill payment/transfer money
      Pay TV licence/car tax
      Agent Call Back
      HELP
      POINTS
      17
      21 October 2010
    • 34. Customer facing Agents / Teams
      Business Depts, Subject
      Matter Experts, Back office
      Partners, Suppliers, Contractors
      ( Other Organisations)
      Consistently Connected
      The entire organisation is connected and responsive
      • “Every transaction with a customer represents an opportunity”
      • 35. “It's just too expensive to put experts in our branches & help desks”
      • 36. Merge the organisational functions, but leave the CC ‘in control’
      • 37. Incorporate the ‘extended community’ to serve customers
      Customer
      Contact
      21 October 2010
    • 38. In Summary
      • Technology that provides solutions to work / life balance, the environment, and the mobility needs of your employees and community is key
      • 39. Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond
      • 40. Flexible working will empower employees to work wherever they are, increasing productivity, improving work-life balance and ensuring that top talent is attracted and retained.
      • 41. Presence management identifies colleagues’ status and contact information and can also offer location based information allowing you to contact the right person straight away, reducing time wasting & frustration.
      • 42. Just buying technology that others have …. does not bring about change
      There are many vendors out there with similar technology ...
      it’s the design, implementation and support that differentiates
      19
      21 October 2010
    • 43. Mobile
      Thank You
      Vodafone Business Services
      Internet
      Fixed
      IT
      1
      21 October 2010

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