UC Expo 2010 - Unifying your communications with video


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  • Our Total Collaboration solution enables you to improve flexible working by providing office, home-based and mobile workers with enhanced resources. It can also lower costs by enabling more employees to work from home. And by unifying and enhancing voice, video and web conferencing, you’ll remove the need for face-to-face meetings – minimising travel costs. The result is your employees will be able to make informed decisions faster so they can respond instantly to market conditions and seize new opportunities.
  • According to Forrester Research, 25% of work projects grind to a halt and 63% of projects are delayed because critical decision-makers can’t be reached. Meanwhile 75% of companies take one day or longer to schedule and confirm meeting attendees. In July 2009, Google’s Indian contact centre was hit by swine flu. As a result, the contact centre was closed for 2 days and 100 agents were sent home. In February 2009 severe snow conditions affected public transport in the UK. National Rail enquiries experienced a surge to 109,393 calls in one day – about two weeks’ activity in one day. How did they manage? They had a business continuity plan. Having the technologies in place to enable effective collaboration can help overcome any of these problems. The point is to communicate effectively. Don’t just throw more technologies at the problem. Make sure they are integrated and can work with each other. That way your employees can work better with each other.
  • The first step is to decide who do you need to work with? How can you work with them? And how urgent is it? That way you decide the best method of delivery. But network and equipment are not enough Value is only created when the service is used , not when the equipment is bought. Let’s give an example of when to use various types of technology we just outlined to collaborate: Marketing manager of a company need to reshape a mobile device He needed to talk to R&D. contacted via IM, R&D guys was not in his desk. Market Manager could show simultaneous ring- Single Number reach. Saw IM to his phone. (avani) He answered yes I am available. In order to share doc he needs to go back to desk. Yes to share. Better to speak. Still on IM conversation. Then Marketing Manager opened a PC to PC call on the PC. Point to point call on OCS on the desktop Should escalate to video to show. Escalate to share an xls using Livemeeting Involved a 3 rd party. Who wasn’t available on net. Financial director needed to verify. Left message from FD on his buddy list to contact him on mobile. Call from OCS, off net to mobile. Then approve figures. Value was ok. Shows it is easy, cost effective. Can show TP to Polycom and round table and Cisco.
  • For simple clarification you can use Instant messaging. Or you can use synapse and iclick (an interface similar to facebook) for chat. The way people communicate has changed dramatically in recent years. The spread of mobile phones, wi-fi, broadband and e-mail means that you can keep in touch with anyone from wherever you are. But this is only the tip of the iceberg. Forward thinking organisations are already catching on to new social networking tools that will transform how people work – to make doing business together quicker, easier and more cost-effective. BT Total Collaboration anticipates the Web 2.0 world in which you’ll need to compete. Web 2.0 is a phrase coined by technology analysts to describe the way the online world is developing. The impact of new technology, new ways of communicating and a tech-savvy generation have led to a drive towards online information sharing , interaction and collaboration. Instead of static pages of information, things like hosted services, social networking, video sharing sites and wikis allow people to interact with others or update content in real time. Collaboration through instant messaging, presence, videoconferencing and online file sharing have obvious business benefits. Presence enables application sharing and instant messaging while Telepresence enables global collaboration with real-life teleconferencing. But other communications phenomena, such as social networking, are set to become as natural in large organisations as the telephone or e-mail. Social networking enables you to retain and share the knowledge and expertise that exists within – and outside – your organisation and make it available to everyone whenever they need it. This goes way beyond the company intranet because it is driven by users. Blogs, Wikis, and tagging enable the enterprise to utilise knowledge that was always there but never previously captured. Details on iclick and Synapse
  • When you want to discuss issues and action, a good old voice call is always reliable. But you do not just have to a one to one conversation. Use conferencing to include many parties. Leave a message so as not to have wasted time. Or harness the expertise of your entire enterprise to deliver superior customer support and increase revenues. Our customer management and contact centre solutions can enable you to better match customer requirements to your available experts, improve efficiency and generate more income. Don’t forget you can record and store all calls to improve customer service – from an individual voice mailbox to voice recording in your contact centre.
  • But what about when you want to share a document. Use email to send the document and get written comments in return. Of use web conferencing (WebEx or MC LiveMeeting) to document share or as a way to deliver training or a presentation. You can also use this as an idea generating tool to white board ideas.
  • Use video streaming- Extend the reach of your message. Deliver content almost anywhere. When you need to reach a broad audience based in multiple locations and you have a limited budget, BT Streaming is your answer. Streaming, or "webcasting", lets you deliver multi-media audio, video or web content via the internet. With BT Streaming your business can extend presentations, training to audiences of almost any size, anywhere anytime. Streaming is a way to deliver a one way presentation.
  • Let me ask you a question. How many times have you been caught out on a conference call; you get asked a question, and you have no idea what you were just asked? Or have you checked your emails, or been on an IM conversation when you were supposed to be listening to a call? Enjoy productive face-to-face collaboration with reduced environmental and financial costs by using BT Video Conferencing. Immersive video- Video conferencing can transform the way you do business, allowing you to meet face-to-face with customers, colleagues, and suppliers around the world. Video conferencing, sometimes referred to as video collaboration or VTC, will save you time and money, help to increase productivity, and reduce your environmental impact. As a full service video conferencing provider, we offer the expertise you need to make your video conferencing investment work for you.
  • And of course face to face collaboration can just never be beaten for effectiveness. But it is not usually the most efficient way!
  • There are lots of ways a seamless collaborative work environment can improve you business. From faster decision making to saving travel costs.
  • Help Cut wasted travelling time and improve productivity. Collaboration also brings other benefits such as improved employee productivity……. W e have found that home based workers are up to 30% more productive than their office based colleagues.   It also improves Work life balance.   Flexible workers are much more motivated due to their trust based relationship, this figure is backed up by our 20% below average absenteeism rate. BT home workers are 20% more productive and take 63% less sick leave AstraZeneca, a leading global pharmaceutical company, implemented BT MeetMe audio conferencing to improve cross-site collaboration. Information sessions to help employees use the technology proved popular. Branded AstraZeneca Conferencing, it has been customised to meet the company’s needs. It delivers faster decision making through involving people who would have been unable to travel to meetings. “ AstraZeneca Conferencing is a superb extension to the tools I need to efficiently and effectively manage my working day. Conferencing allows me to arrange a meeting at a moment’s notice with anyone, anywhere globally, resulting in quicker decisions and greater involvement with my colleagues.” http://www.conferencing.bt.com/infocentre/casestudies/casestudies_astrazeneca.jsp The implementation of Cisco CallManager and IP Call Centre software running on servers at Friends Provident’s twin data centres has enabled it to create a resilient virtual contact centre and use skills-based routing to improve customer service and meet wider marketing objectives. At the same time the IP Telephony infrastructure has enabled the introduction of centralised call recording with substantial staff training benefits and exciting future applications. The company has estimated that it will see a return on investment in just 18 months.   Caixa Galicia - Spanish Bank A Cisco-IP based platform delivered by BT enables Spanish bank to take advantage of collaboration   "We are now allowing people to set up conference calls from within Microsoft Outlook and will soon have it integrated into our banking applications, too. So, for instance, you will be able to call a client directly without changing screens if you have a query while looking at their bank file." This has brought about significant improvements in productivity and customer service, as inter-branch teams are able to collaborate more swiftly and effectively, so there are fewer delays in solving problems." Domingo Mantilla, Head of Telecommunications for Caixa Galicia
  • BT’s home based workers save BT £80 million per year on accommodation costs. Conferencing has eliminated one million meetings, and saved BT £169 million in travel costs. At BT we have 80,000 flexible workers of which 15,000 are home based   Each home based worker saves us £6,000 a year on accommodation costs, saving us £80M per year.   We also use other forms of flexibility to push up utilisation of space, and have saved £700M in the last 8 years on accommodation costs alone.   Flexible working has helped transform our travel costs, for example we have saved £169M by using conferencing to eliminate one million face to face meetings. BT employees avoided travel expenses of more than £135 million a year, and freed up £103 million of management time. This equated to a saving of £238 million globally. If employees earn $80,000 and travel to three meetings per month, with four participants, a company can save approximately $110,000 in year one if 10 employees conduct 40% of meetings with immersive video. (Source: The Business Case for Videoconferencing. Wainhouse Research, August 2007) BT provided ABN AMRO with global voice consolidation, with common standards and central control across 3400 worldwide branches and 105,000 staff. BT delivered a Onevoice solution, a fully managed end-to-end voice VPN with fliexible tariffs saving ABN AMRO £2m a year.   BT worked with Geo Services   combining terrestrial and satellite technology to consolidate voice and data, reduce admin overheads, and improve connectivity to 34 countries at reduced cost ~$500k p.a. In the last year alone, BT Conferencing Services has enabled the National Health Service (NHS) to avoid more than 33,000 face-to-face meetings. This resulted in savings of more than £2.5 million in travel expenses, and thousands of hours of travel time. E.ON UK- Working with BT, E.ON have run a successful Microsoft Office Communications pilot which demonstrated in a short period the following:   The analysis revealed that there were quantifiable cost reductions, as well as more intangible benefits mainly related to improved productivity. Gareth Naylor, Infrastructure Strategy Manager E.ON said: "During the OCS trial each user saved on average £39 per month from reduced travel and mobile communication costs. Users also saved an average of 5.8 hours per month through improved productivity, not including the travel time saved."   BT helped Mondi Packaging standardise communications worldwide, with improved resilience at reduced cost: "Mondi Packaging Have retired legacy systems and messaging costs are projected to reduce by up to 60 per cent annually" Mike Scammells, Enterprise Enabling Infrastructure Co-ordinator at Mondi Packaging, explains: "The company's ambition is to unify and standardise operations, improve security and enable a single Mondi packaging dotcom domain and branding. But we had around 140 different email systems employing a variety of technologies including Lotus Notes and Sun iPlanet. We needed a cost effective rationalisation and support solution."
  • Give remote and mobile workers the same capabilities as office teams. Conduct business from any location. No-one from Unilever had to jump on a plane or book into an expensive hotel when more than 400 deodorant division people from around the world attended a conference with their global category board - all from the comfort of their own desks. Conferencing brought together 40 different countries in an instant; the first time a Unilever global category board had spoken to its entire community in this way. Commented one delegate in Chicago: "It was great to interact with the global brand directors. It's so much more powerful when you hear them talking spontaneously about the business issues." http://www.conferencing.bt.com/infocentre/casestudies/casestudies_unilever.jsp   Good for companies who - have expanded through mergers but find old barriers limiting sharing: Synapse is agnostic to technology or organizational structures (unless the client wants to enforce them) therefore people will be drawn to cross these artificial lines. - have new and established tools that would benefit from wider exposure and adoption: Synapse surfaces collaboration to a wider audience, which leads new users to discover these tools - have a dispersed workforce with limited opportunities for ‘water cooler’ moments: Synapse lets people browse what their colleagues are doing and saying, and encourages them to join in conversation
  • Reduce energy consumption and carbon. With BT flexible employees travelling less and using less petrol, we have avoided the purchase of 12 million litres of fuel per year and reduced Co2 emissions by 55,000 tonnes BT employees worldwide have used conferencing to eliminate more than 860,000 meetings a year. The use of conferencing has reduced our carbon footprint by 55,000 tonnes of CO2. And we are helping our customers achieve the same sort of result.   For example, Tesco used BT’s conferencing services to reduce carbon emissions by 2,446 tonnes a year, cut travel costs by more than £14m a year and enhance staff productivity by 18%. We expect even more customers to benefit as take up of our new video- conferencing solution increases. HOK - is a global provider of architectural planning, design, and delivery solutions   “ I believe that with TelePresence a 20 per cent overall reduction in business travel is within reach,” he says, “potentially doubling the achievement required against our green policy targets.” John Bartolomi Director of IT Services HOK “ Every business line in HOK has a different reason why they love TelePresence. Marketing people love the fact that they can develop campaigns face-to-face. Project teams love the way they can collaborate and contribute on design aspects in real time. HR people love the ability to interview and sift potential employees at a distance. My IT people love more effective team meetings. The list just goes on and on.” John Bartolomi, Director of IT Services, comparing traditional conferencing with BT Telepresence: See our Carbon Impact Assessment tool from BT GS. And our BT Conferencing CO2 Savings Calculator http://btpeople.conferencing.bt.com/infocentre/casestudies/co2_calculate.jsp
  • Effective communication needs human / visual input Dr. Albert Mehrabian of UCLA understood work in the 1970’s to look at effective communication, he identified three core elements of communication, and demonstrated that tone of voice and visual clues were more important in communication than the actual words. He showed that in a conversation, words deliver just 7% of the received meaning, with tone of voice conveying 38% of the meaning and body language 55%. o With voice only you are missing 55% of the speaker’s communication. o With voice only you are missing 100% of a non-speaker’s communication. There are a number of UC tools to help you overcome that- from desktop sharing to video conferencing.
  • UC Expo 2010 - Unifying your communications with video

    1. 1. BT Total Collaboration Who do you n e e d to work with? Collaborarion & Messaging Theatre
    2. 2. Business challenges <ul><li>Too many communications channels overwhelm the recipient </li></ul><ul><li>Customers expect instant and ‘always on’ access </li></ul><ul><li>Different technologies do not work efficiently together </li></ul><ul><li>Keeping up with new technologies is expensive </li></ul><ul><li>IT and communications infrastructure becomes overburdened and inefficient </li></ul>“ The problem with communication is the illusion that it has been achieved.” How do you communicate more effectively, gain more control, enable ‘work anywhere’, unify business communications – and cut costs at the same time?
    3. 3. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Video Web Audio IM Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs
    4. 4. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Video Web Audio IM Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs <ul><li>IM </li></ul><ul><li>IM/ Presence / Chat MS OCS, BPOS, and Cisco UPS </li></ul><ul><li>Web 2.0/ Social Networking iClick, Synapse </li></ul>
    5. 5. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Video Web Audio Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs <ul><li>Audio </li></ul><ul><li>Telephone calls (TDM, IP, Mobile) </li></ul><ul><li>Audio conferencing </li></ul><ul><li>Voicemail </li></ul><ul><li>Contact management </li></ul>
    6. 6. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Video Web Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs <ul><li>Web </li></ul><ul><li>Web conferencing Cisco WebEx and MS LiveMeeting </li></ul><ul><li>Email MS Exchange, BPOS </li></ul><ul><li>Document sharing / White boarding MS SharePoint, LiveMeeting, BPOS </li></ul>
    7. 7. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Video Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs <ul><li>Video </li></ul><ul><li>Video to the desktop/ streaming </li></ul>
    8. 8. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Telepresence Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs <ul><li>TelePresence/ Immersive Video </li></ul><ul><li>UC Video </li></ul><ul><li>Cisco, Polycom, Tandberg </li></ul>
    9. 9. The dynamics of collaboration <ul><li>Meeting needs </li></ul>Face-to-face Social interaction to build relationships Present and edit documents See reaction and body language Simple clarification Discuss issues and actions 0 1 2 3 4 Meeting duration (hrs) Meeting needs
    10. 10. The benefits of Total Collaboration <ul><li>Total Collaboration will help you: </li></ul>Improve productivity Reduce costs Work globally Be greener
    11. 11. Improve productivity <ul><li>Reach the right person, first time, every time, and access colleagues, information and messages from wherever you are. </li></ul><ul><li>Increase time to market </li></ul><ul><li>Presence technologies save each user, on average, 32 minutes a day (Research by Sage) </li></ul><ul><li>The BT experience: </li></ul><ul><li>BT Homeworkers are 31% more efficient </li></ul><ul><li>Absenteeism down 63% </li></ul><ul><li>97% of women return to BT after maternity leave (UK average is 40%). </li></ul>
    12. 12. Reduce costs <ul><li>Total Collaboration can deliver savings in labour, inventory, distribution and customer service </li></ul><ul><li>Cut mobile phone bills by 30%, email traffic by 40% and voicemail by 15% with Instant Messaging (IM) </li></ul><ul><li>The BT experience: </li></ul><ul><li>60,000 of our 100,000 global employees are UCC enabled remote workers </li></ul><ul><li>A further 11,500 are home based, providing BT with property savings of £500 million per year. </li></ul><ul><li>Our Carbon Impact Assessment has saved BT £363 million over 5 years </li></ul>
    13. 13. Work globally <ul><li>Connect: </li></ul><ul><li>Customers and business </li></ul><ul><li>Headquarters and regional operations </li></ul><ul><li>New markets and low-cost supply </li></ul><ul><li>Partners wherever they are. </li></ul><ul><li>The BT experience: </li></ul><ul><li>BT Intelligent Network Services delivers dynamic connectivity in over 173 countries </li></ul><ul><li>BT Unified Video puts people from all over the world in the same room </li></ul><ul><li>BT Managed Security Services protects networks for over 860 global organisations. </li></ul>
    14. 14. Be greener <ul><li>Total Collaboration technologies reduce travel, remove cost, lower carbon emissions and increase productivity. </li></ul><ul><li>Presence enables application sharing and instant messaging while Telepresence enables global collaboration with real-life teleconferencing. </li></ul><ul><li>The BT experience: </li></ul><ul><li>BT saved annual travel & subsistence costs of €111m </li></ul><ul><li>Conferencing has eliminated more than 700k face-to-face meetings a year at BT </li></ul><ul><li>Northumbrian Water – 20% mileage reduction through BT FFA dispatch scheduling solution. </li></ul>
    15. 15. What is Total Collaboration from BT? <ul><li>BT Total Collaboration brings together a variety of communications channels such as web, instant messaging, audio, video and conferencing into one integrated unified communications toolbox. </li></ul><ul><li>One size does not fit all! </li></ul><ul><li>These can be tailored to meet your organisation needs. </li></ul><ul><li>This could be voice, video, IM, workspaces, web conferencing, audio conferencing, etc. </li></ul><ul><li>BT tailors it to meet your business needs. </li></ul><ul><li>The following slides guide you to chose which technologies will help you to collaborate. </li></ul>
    16. 16. Visit us at the stand <ul><li>STAND 607 </li></ul><ul><ul><li>BT Conferencing and Polycom </li></ul></ul><ul><ul><ul><li>HD Video solutions </li></ul></ul></ul><ul><ul><ul><li>Video Conferencing management tools </li></ul></ul></ul><ul><ul><ul><li>Web and audio solutions </li></ul></ul></ul>