Objective: Briefly review the agenda and topics of discussion. Who is Siemens Enterprise Communications (SEN)? – provide an overview of who we are and highlight our pioneering leadership in the UC space. Our View of Unified Communications – an overview of our view of the UC market Today’s Business Climate and Challenges – review the major business issues and operational challenges your customers are probably experiencing today. The Solution – highlight the OpenScape UC solution and how its capabilities bring value to individuals, teams and the enterprise as a whole. The Results – review how OpenScape UC solves the business issues. Next Steps – wrap-up and discuss the next steps to help customers achieve these results. Summary – summarize how OpenScape UC helps customers be more competitive, be more responsive, and reduce costs.
Objective: Review some of the top business issues customers are experiencing today. Note: If these issues do not apply to your particular customer, then please feel free to customize the issues based on what you know about your customer’s business. In today’s knowledge-based global economy, some of the ways enterprises seek to increase competitiveness and profitability is by improving the effectiveness of their employees and business processes, managing costs, and retaining and winning customers. Key success factors are the ability to respond quickly to market dynamics, develop and maintain loyal customer relationships, and speed the overall execution of business. Communications play a critical role in all of these. Grow Revenue – How do you accelerate the speed of business, reduce delays in your decision making processes, and bring products to market faster than your competition? How can you use communications and IT to better enable and optimize your business processes? Growing revenue is often impacted by an enterprise's responsiveness and agility in dealing with customer opportunities and issues – often real-time communications are at the heart of enabling this type of capability. Further, the ability to deliver new products and offerings to meet new market opportunities before your competition does is also a key to growing revenue and launch hi-growth products. Managing costs – Communications costs can get out of control and be challenging to manage if the right infrastructure and communications tools aren’t in place. Open standards, reliability, resiliency, and scalability are all key to ensuring cost effectiveness and manageable growth. To reduce operating costs , reducing or eliminating unnecessary travel costs, or at least avoid expensive mobile communication costs due to 3rd party roaming, conferencing and toll charges can have a great impact on the bottom line. Beyond that, cumulative delays in any key process across the enterprise directly impacts your cost of doing business and the efficiency of your process outputs – often forcing more personnel to be in place to accomplish a given amount of work. Efficient Collaboration – Geographically dispersed teams and decentralized organizations working in different time zones need to stay tightly connected. UC makes it easy and cost-effective for individuals and teams to communicate and collaborate. This drives innovation within the enterprise which results in profitability. In addition, asset efficiency is linked to the ability to reduce expensive fixed assets and real estate facilities while enabling a distributed, least-cost or mobile workforce -- yet still allow effective and affordable communications and collaboration across boundaries and geographies. Customer Excellence – Competitive pressures drive businesses to look for ways to be more responsive, improve processes, and empower your customer-facing employees with the right communications tools to better serve your customers, which results in improved customer satisfaction and retention. By providing effective communication tools demanded by today's professionals and new hires, to help them overcome the frustrations of fragmented communications, you attract and retain the best and brightest people within your enterprise. Likewise, customer service levels and mandated targets quite often linked to effective and efficient internal communications, particularly in customer-facing processes and departments are a key element to achieving your customer excellence goals.
Objective: Review some of the operational challenges customers are experiencing today. Note: If these do not apply to your customer, then please feel free to customize them based on what you know about your customer’s business. Many enterprises today are slowed by communication fragmentation and overload. The communication landscape has never been so complex, with mobile employees, dispersed work groups, and a baffling array of media and device options. This has created operational challenges across the enterprise—on work teams and between individuals. Having too many options in media, devices, networks, and applications, actually makes reaching the right person at the right time harder than ever. These challenges lead to the larger business issues we discussed on the last slide. If left unchecked, these inefficiencies can create customer dissatisfaction and a decline in profitability and competitiveness. High costs of communication and collaboration – Examples: high costs of communications (network bandwidth, fixed and mobile network, conferencing services, etc.) and business travel (time lost, mobile network, productivity lost, plus other travel-related expenses) Process latencies –Examples: delays due to gaps in processes, human latency, waiting to make decisions, projects delayed due to inability to reach key people result in declining profitability. Inefficiencies in processes, employee ineffectiveness, Silo’d organizations, disparate, disconnected systems, directories and applications, time zones, a highly mobile workforce – these can all impact business agility and customer satisfaction. Lost productivity – due to not reaching the right people on the first attempt, having to make several attempts, not knowing someone’s availability, not being able to set up team calls on the fly, having to toggle between too many applications and not knowing who the experts are on a given product or service, mobile employees being unavailable and not having access to key contacts and messages, employees managing multiple inboxes. Slow to respond to customer issues – delays and gaps in processes, disparate disconnected applications and systems, waiting for a response from a decision maker to respond back to customer. Examples: reaching the right people quickly to respond to customers with answers, remaining accessible to customers from anywhere and any device, losing them to a competitor due to delays in processes – communications fragmentation can significantly impact customer satisfaction. Communications silos = wasted time - Silo’d organizations and applications cause employees to spend more time on processes rather than on selling or supporting customers. This wasted time results in missed up-sell opportunities. time zone differences result in end user productivity.
Objective: This is meant to be a high-level introduction to the kinds of benefits derived from a “complete” UC solution. Introduce the concept of “Reducing Human Latency”, a term introduced by Gartner. Use this slide as an example of what we mean by “open unified communications”, from a user perspective. Note to presenter: Not all features listed are available with OpenScape UC V3, such as: SMS, Fax unified messaging (avail in Xpressions) Federation (candidate for V4) Differentiated Presence Toll-Bypass Schedule assistant Virtual speech assistant (candidate for V4) Contact Scout Social Networking Expertise, Keywords Presence based real-time communication Community Portal Advanced collaboration tools Recording / playback Virtual speech assistant Team Portal Team Journal & Contacts Delegation (candidate for V4) A complete UC experience allows you to: Manage my communications – This means I have complete control over how I communicate and with whom, independent of device or location. I manage my presence and how my calls are routed, and I can use any multiple forms of media type. I decide who my most important contacts are and track those calls in my call journal. <click> for animation build I know who – Using presence and one number service, I don’t waste time contacting others and I increase my chance of “First contact communication”. <click> for animation build Someone in Org – Communicating with colleagues becomes easier and faster because I can see when a team or workgroup is available and I have a “single point of access to pooled knowledge” which accelerates knowledge access across the enterprise as a whole. <click> for animation build Someone in Universe – Real time communications can happen outside of the enterprise when the UC application is open and can be integrated with outside applications such as social networks and community portals. <click> for animation build Collaborate and create – Teams that collaborate seamlessly are more effective. Being able to quickly and easily setup of conference calls / collaboration sessions, plus know exactly who has joined the call and add those who aren’t with a simple click, gives enterprises an advantage. Decision making is accelerated, speeding up customer and market responsiveness. <click> for animation build I control my availability – I publish one number and all my contacts can reach me anywhere/anytime on any device. I can easily adjust my availability and preferred communications device and balance my activities between remaining focused on critical projects or meetings, while ensuring high priority callers such as customers or urgent requests still get through to me. <click> for animation build When I’m not available – All my communications can forward to a single unified mailbox or I can assign a delegate to take all my communications. I can also provide Self-Service Options to my callers, which gives them password accessible access to my MS Outlook calendar or stored documents. <click> for animation build When I’m mobile - I can stay connected and still be reached from my mobile device or PDA. From a voice portal interface, I can access all the UC features such as accessing and managing email and voice mail and using text-to-speech technology to have messages read over the phone. I can access my MS Outlook calendar, task lists, and contacts and even make changes to my presence status. Note: The speech recognition component of the voice portal will be available with OpenScape UC V4)
Three admin scenarios: 1. Deploying 11n – if the deployment is Siemens HiPath Wireless, all the customer needs to do is to plug in the 11n AP to the existing infrastructure. Our competition’s scenario involves either: (a) re-organizing their wiring closet as 11n APs don’t support PoE which means instead of only one cable, they need to run two per AP (b) settle for lower performance from their 11n AP (c) add more power injectors. 2. Setting up a new store/site – IT management will need a data switch and a firewall for the site as well as phones, APs and laptops. The parameters around configuring the network is managed at the data centre which makes set up at the site easy for the local site IT manager. The local site IT manager does not have to configure a lot on premises – or rather, not as much as they would have if there wasn’t a data centre.
Closing the Gap of unproductive time The graph at the left appears in the Yankee Group whitepaper ( page 5) “The Evolution of Mobile Unified Communications” by Zeus Kerravala, September 2008 The graph illustrates some typical productivity levels of mobile workers in various environments. However, with OpenScape Mobility, and the ability for mobile workers to contact others, continue to work while on-the-go as well as be contacted easily by colleagues, the potential to close these gaps of unproductive time is a practical reality. Introduce the setting Luc is a typical executive traveler working for a multinational firm with offices and factories situated throughout the world. A true road warrior, he only spends 15% of his time at his desk in the headquarters office. The remainder of the time is spent as follows: Locally mobile (in the office): 20% Out of the office (but still in the vicinity of the HQ office): 20% Traveling in North America: 20% North American branch office: 10% Roaming on the cellular network: 10% Traveling internationally: 25% International branch office: 15% Roaming out of the office: 10% Walk through scenarios Scenario 1: On HQ campus Using VoWLAN and the enterprise voice infrastructure for outbound & inbound calls. Scenario 2: Local, out-of-office Automatically call through the corporate PBX to leverage enterprise features and long distance trunks. Scenario 3: In-country, branch office Using VoWLAN and the enterprise voice infrastructure for outbound & inbound calls. Scenario 4: International, branch office Using VoWLAN and the enterprise voice infrastructure for outbound & inbound calls. Benefits description As a result of HiPath MobileConnect ( and the All Wireless Enterprise), Luc’s cellular minute usage dropped sufficiently for him to downgrade his plan from a 1,500 minute plan to a 1,000 minute plan, saving $15 per month. By being able to more frequently use the corporate trunks to place long distance calls, Luc was able to leverage a significantly lower per-minute rate, saving $203 per month. By being on the corporate VoIP network more frequently ( thanks to the All Wireless Enterprise) – especially while abroad – Luc was able to avoid many of the expensive cellular roaming fees he used to incur, saving $113 per month. Original cellular bill $845 Cellular minute savings $15 Long distance savings $202 Saved roaming charges $113 TOTAL SAVINGS $330
Siemens Unified Communication definition * Unified Communications (UC) solutions focus on embedding communication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support the customer’s choice of services. These elements are controllable as software services, or from the customer’s existing business application software 90 Mobility Email IM Voice Across Media Across Devices Video Conferencing & Collaboration Mobility Messaging IM, EM, VM Voice OpenScape Unified Communications Suite Presence C E B P * Adapted from a quote by Marty Parker, UniComm Consulting, BCR 09 / 2007
Which Lead To … High costs of communication and collaboration Slow responses to customer issues Lost productivity Communications silos and wasted time Process latencies
OpenScape Mobility Delivers Mobile Unified Communications Mobility is exploding New Needs for Communications Fragmented communications, lack of effectiveness, redundancy Less effective communications productivity & processes slowed Green Impact Supports the mobile user with UC features and functionality Solves the fragmentation challenge Reduces costs of devices, networks, management and wiring Improves user productivity & speeds up processes Fewer wires, fewer redundant devices, enables teleworking Challenge OpenScape Mobility Mobility costs skyrocketing
"I control my availability..." "Manage my communications..." "When I'm mobile..."
User-based / device-independent view of presence & location
(voice, video, IM, e-mail, SMS, Fax)
Click-to-call / Conference
Workflow integration & automation
"When I'm not available..."
Persistent & ad-hoc conferencing/collaboration
Team presence, ONS, "tell-me-when“
Advanced collaboration tools
Recording / playback
Virtual speech assistant
"Collaborate and create…" "Someone in organization…" "Someone in universe…" "I know who..." Reduce Friction, Latency & Overload
Delivering Mobile UC Everywhere Solution Overview
Nokia E60, N90
Open Array of Wireless / Mobile Devices Supported Mobile Features Delivered Enterprise Network Public Network Supporting a diverse set of Mobile User Needs 1 The all wireless enterprise 2 FMC - Extend coverage to the public network 3 Deliver Mobile UC Everywhere O P E N S C A P E S U I T E
Enterprise Grade Voice, Video, data over WLAN
Low TCO ( D-MAC savings)
HiPath WLAN 802.11n
OpenScape Mobile UC Client
One number/voicemail service
OpenScape Mobility Supports a wide range of diverse mobile UC Users
complete, secure UC environment
One Number, one Mailbox
Delivering Mobile UC Everywhere Telecommuter World Traveler Corridor Wanderer Wireless Desk Jockey Sales Road Warrior
At office 20% of time for meetings
At home or off site 80% of time
At different locations on the campus 100% of the time
At office 10% of time
At branch office or client/potential client site 90% of time
At the office 100% of the time, away from desk in meetings 50% of the time
Reachable though the enterprise Network
One Number, one Mailbox
end to end Wireless environment
access to UC Application
At branch offices or client/potential client site world-wide 100% of time
cover the whole communication needs by one Client
Reachable though the enterprise Network
access to UC Application
OpenScape Mobility in Action The Global Traveler EMEA North America APAC 39% savings! time savings!
In-country, branch office
No out-of-network roaming charges
Reduced LD charges
No missed calls and checking office voicemail
International, branch office
No international roaming charges
Reduced LD charges
No missed calls and checking office voicemail
Local, on the road
Reduced long distance charges
Faster conferencing and collaboration
On HQ campus
Reduced cellular minutes
Lower-cost corporate long-distance trunks
Birmingham and Solihull Mental Health NHS Foundation Trust “ BSMHFT are looking to create a next generation comms platform for The Trust. Siemens were the only supplier able to offer a true, open, SIP solution now, with a complete enterprise feature set. At the same time a high level of integration with our existing iSDX network is key. It is clear Siemens, with Openscape, have taken communications to another level that fits the strategy of the Trust. In particular we see wi-fi and applications such as DAKs and FMC being key to potential cost and efficiency savings.” Richard Rennalls, Telecommunications Manager
Expensive centrex lines
Create User Mobility
Ultimately replace pagers and radios
create a next generation comms platform.
one network for voice / data / remote access / video etc..
Value to the Customer:
Reduce total cost of ownership by replacing expensive centrex lines and by using mobile phones over WLAN within their corporate network
Investment protection as existing applications can be used with Openscape, to
Improve patient service through better mobility
Improve serviceability via provision of new call centre & calls being accurately directed for 1st contact resolution. Will allow more smaller call centers to be formed.
British Health Trust chooses Open, SIP platform for next generation communications comprising of :
Fixed Mobile Convenience
The Power of Mobile Unified Communications OpenScape Mobility - Borderless communications
Reduces Communications Fragmentation
Makes Mobility Beneficial – Increases Flexibility
One Global Communications Cloud – Joined up !
Management and Auditing of Cost – Control
More Responsive – Improved Satisfaction
Alex IT Help Desk Customer Team Monday Morning Call IT Help Desk OpenScape MobileConnect