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W&M 2009 – Mobilising unified communications - a New Era of Mobile connectivity
 

W&M 2009 – Mobilising unified communications - a New Era of Mobile connectivity

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  • The Dynamic Enterprise definition states that the performance of a company is linked to its ability to bring together network, people, process and knowledge with real-time communications to turn every single interaction into a business opportunity. A Dynamic Enterprise is not a philosophical journey, it has the concrete aim to solve the business imperatives: make money and save money. We’ve identified three strategies that can help you become a Dynamic Enterprise and address your business imperatives by saving money and making money.
  • SPEAKER NOTES To become a Dynamic Enterprise and solve the business imperatives of making money and saving money, we propose 3 actionable strategies. The first one: Simplify communications with unbound networks, is mainly about the network architecture. It’s all about building an open, secure, and reliable framework that will support your applications and integrate with your processes. This strategy is more about “Saving Money” with it you are building an new network architecture not only to support your applications, your solutions and your services to the users and the customers, but also because you want to reduce your costs by migrating to IP, by centralizing your architecture, by virtualizing your servers, by every means that can help you in saving money. Driving performance with connected knowledge addresses collaboration, mobility, and the integration with third-party applications, what we used to call communication in inter-business processes. This strategy will help you both Save Money and Make Money. Because you can save money by reducing the product cost with collaboration solutions. You can make money by providing your employees with more efficient solutions that will shorten the sales cycle, and speed execution. At the end of the day, you will maximize your chances to get the deals. The third strategy, which is all about customer experience, would be definitely focused on making money, because it is addressing the relation you can have with your customers. This is centered around the contact centers, the customer service solutions. These three strategies are the paths to integrate of the four pillars – core assets - of the Dynamic Enterprise: the network, the people, the process and the knowledge. Customers can choose the strategies they want to address. There is no order. You’re not obliged as a customer to start with the network. You can start with the second strategy or you can start with the third strategy. At the end of the day, by implementing these strategies, you will implement some of the elements of the Dynamic Enterprise, and hopefully in 6 months or 1 year or 3 years you will have become a Dynamic Enterprise and linked your core assets with real-time communications and are turning every interaction into business opportunities. There are also sustainable business practices, sustainability, innovation and compliance that can apply to each of these strategies.
  • Agenda Pages During this conference, we will address the following topics regarding Unified Communication deployement on mobile What are the converging trends which makes UC service to become available on mobile devices Regarding DE challenges, we will discuss on what are the one involved in connecting mobile workforce to UC services Considering we are discussing ROI , we will discuss what are the immediat ROI with ALU-E solution Beyond hard ROI, we will explain how we have engineered our solution to comply with the security requirements Some Use case Key takeaways
  • Understanding the trends is in important when you start to embark on your journey of deploying Mobile UC solutions
  • As a Quick overview of the trends The current generation of mobile devices -- now mature in power, ergonomics, and screen resolution – enable us go beyond simple Voice calls and enable advanced communication services like Directory access, Instant messaging, Presentation sharing, and presence. And this enables the enterprise to take advantage of new application’s which will help drive their strategic goals for the future
  • Here we see four key trends surrounding our customers. Starting from the upper left corner, our customers are dealing with a new generation of workers that have vastly different expectations for digital capabilities in their work environment. These are the expectations of digital natives, those born into a highly digital world, never knowing what life was like not being connected with people and knowledge through digital channels. we can see much higher expectations for CIOs in quantifying the business impact for new technology initiatives they bring to the table. information volumes are growing in the organization, We see the advancements of new work styles being brought on by new possibilities with social networking and other Web 2.0 services. Transition: Of special note on information volumes…
  • All of those element provide a converging environment to make UC service to become available on mobile devices Unfortunately, economic crisis make triggers to evolve by putting pressure on CIO/CTO teams. Cost reduction is becoming the key elements, doing more with less, …. How to we deploy UC in such environment
  • CIO concerns regarding mobile user and usage are: Connection of the “mobile knowledge” to the enterprise Save money or at least cost control as bottom line!!! Mobile device is becoming an enterprise endpoint and this leads to increase of communication costs. Smartphone, hosting business application, must be considered as remote access point in the enterprise and must be integrated in enterprise security framework and policy. In terms of usage: should we use a pro smartphone to browse any web server from a hotel room? How to protect against intrusion, … strong authentication against user experience… Business app leading to smartphone adoption must be deployed over enterprise mobile device fleet, and business continuity must be provided, including user support with “enterprise-grade” requirements. Doing that with less
  • Some usecase which are « making money » None of you have never been stuck in a customer meeting with an embarassing question which is blocking transaction. You know the guy to call but… where is he, is he available for a call This is new usage: to know how to reach somebody, not only trying to call him
  • You have spent 4 hours in a plane Many calls have been placed on your extension WHo should you call first, who will give you proper information, feeling on the next meeting
  • Boss calling you, Important comment on current deal, you should answer, but….
  • The Applications (unified communications mainly) Centralization gives several sources of savings, allowing to have faster hard ROI. Those sources are: Fixed Mobile Convergence, where we estimate savings between 10 to 15% in the mobile communications costs of the enterprise. It is mainly given for employees outside the company equipped with a mobile phone and the Alcatel-Lucent advanced cellular extension, the calls will be treated using the least cost option, so a long distance call will be done trough the PBX using the least cost routes for this call. We will not use anymore a direct call from the mobile to the long distance which is regularly the most expensive one. Taking into account that these calls are not necessarily the most often done calls, but are the most costly ones, the savings in the costs for this mobile phone could be reach at the level mentioned. Conferencing , Large and Extra Large enterprises need to do meetings between people located in geographically separated locations of the same enterprise or other stakeholders of it. Out of these the regular ways to do that, are either face to face or remote (audio or video conferencing) meetings. When using MyTeamwork as the tool for conferencing, the company can reach savings the up to 75% in the communications costs associated to the costs it has to pay to the operator for getting this services. At the same time using this technology could help to save also money in the travels the employees would have had to do for having the face to face meetings. We have a tool for calculating this specific ROI that can help to understand how important could be the relative impact of this savings in your enterprise. Dual Mode, between 20% to 30% savings in the mobile communication costs associated to the calls done from the mobile phone while on the enterprise premises, thanks to the dual mode capabilities, in this situation the VoWLAN part of the phone will take control of the call and will avoid doing the call through the public network, if the user is calling someone in the company or even outside the company. Those type of calls are more regular done by mobile users so the impact is higher than in the FMC savings already mentioned. Fax Server , when using this application savings in the communication costs are achieved thanks to the least cost routing mechanism and the integration of the fax calls in the overall communications cost policies. These savings could be between 24 to 40% when comparing with traditional fax machines usage. At the same time there is an additional saving of around 20% in the consumables (paper, ink,…) that a traditional fax machine spends, which comes mainly due the faxes are electronically managed so the fax print out is reduced dramatically. Home Worker, for companies having home workers, the savings in the mobile communication costs could be between 15 to 20%, mainly thanks to the softphone applications which enables them to make and receive calls on the computer avoiding the usage of the mobile phone, in this case all calls will be routed using the OXE rules, so the cost to pay will be only the one linked with a local call between the house and the office, if the call is for an employee it will be terminated in the extension of the called person, if it is a long distance or external call it will transit on the OXE to take the least cost route. If the home worker still uses his mobile phone as communication media, a combination with dual mode phone could also help to reach these savings, in this case the scenario of savings will be similar to the one on the FMC and Dual mode sections in this slide. Free Desktop , Savings the up to 20% could be reached by using this application, the savings are given when we compare the Mobile Communication cost of an employee using his mobile phone even being inside the building. With this application once the employee has been logged in, all the calls are routed by OXE so it uses the least cost options to treat every call (inbound or outbound) IP Contact Center , When having a virtual contact center (agents geographically distributed, but centralized application) compared with having a traditional one (all agents in different or same locations with local application), saving of up to 25% could be reached in the TCO and maintenance costs.
  • Facts is that 28% (1 out 3 user) is using his cellphone when at office Push calls to desk phone Tandem mode (dont forget the security we do not allow the other device to listen in once answered ! Enterprise Mobility Service is a new innovative service developped by ALU-E innovation leading engineers which provide to route the call on the right network Wifi or cellular Mobile worker is placing or receiving a call on his mobile: Feature-rich, enterprise-grade telephony on WLAN

W&M 2009 – Mobilising unified communications - a New Era of Mobile connectivity W&M 2009 – Mobilising unified communications - a New Era of Mobile connectivity Presentation Transcript

    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 Mobilizing unified communications A new era of Mobility Connectivity Name of Presenter Date (Format as Month, 2009) Matt Williams Business Development Director May 21 st 2009 All Rights Reserved © Alcatel-Lucent 2009 Alcatel-Lucent Enterprise Forum 2009: 8AL020043595ZZASA
  • The Dynamic Enterprise
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 Each interaction between employees, partners & customers becomes a business opportunity .” “ The performance of a company will be linked to its ability to integrate its core assets… … with secure, always-on communications .
  • Three Actionable Strategies to Solve Business Imperatives
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 Simplify communications with Unbound Networks Drive business performance with Connected Knowledge Strengthen relationships with Superior Customer Experience Data Networks IP Telephony Management Solutions Mobility Unified Communications Process Integration Contact Center Security
  • Agenda
    • Mobile Unified Communications Trends
    • Connecting Mobile Knowledge with Unified Communications
    • Save Money By Mobilizing Unified Communications
    • Executive Summary
  • 1 Mobile Unified Communications Trends
  • Mobile Device Trends
    • On the increase
      • Device capabilities
      • IM & email usage
      • Always on capability
      • Technologies (Bluetooth, GSM…)
      • Mobile applications
      • …leading to more opportunity for new applications
  • Trends Within the Enterprise A new generation of workers New mandates for CIOs New work styles and Web 2.0 services Increasing volumes
  • But. . .Unfortunately. . .
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009
  • 2 Connecting Mobile Knowledge with Unified Communications Concrete scenario for better user efficiency
  • Connecting Moving Knowledge
    • Stuck in a customer meeting and
    • need an expert to assist …
    • Enterprise directory look up
    • Presence leveraged to choose the best media at that time
    • Result: Immediate customer satisfaction
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 !
  • Connecting Moving Knowledge
    • Leaving the airplane and checking
    • the latest business communications
    • Notification of events at a glance:
    • Missed calls
    • Call back requests
    • Voice mail
    • Efficiency: I call back is the most
    • urgent or the most important callers
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009
  • Connecting Moving Knowledge
    • Interrupt current discussion when
    • the boss calls
    • Use media blending to answer in the most suitable manner
    • Offer instant messaging as a more discrete media
    • Benefits: Responsiveness and reactivity
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009
  • Innovation – Abilene Christian University Mobilizing Unified Communications with Apple iPhones
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009
    • Communications-enabling mobile business applications to improve user efficiency
    • Implementing Unified Communications applications on iPhones to enhance collaboration among students and faculty
    • Leveraging location-based services for content delivery and classroom control
    • High trafic density WLAN infrastructure
    • Conferencing and collaboration services from Iphone
    • Location-based services based on Touchatag technology
    • Innovative user experience for students
    ? Challenges Solution Benefits
  • 3 Save Money by Mobilizing Unified Communications Beyond usage is. . .ROI
  • Save Money with Unified Communications Hard ROI 10-15% Savings Mobile comm. costs 25-40% Savings Communication costs 15-20% Savings Mobile comm. costs ~20% Savings FAX consumables 15%-25% Savings Virtual Contact Center 75 % Savings Communication costs 75 % Savings Travel costs 5%-20% Savings Mobile comm. costs 5%-20% Savings TCO & Maintenance 20%-30% Savings Mobile comm. costs
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 Fixed Mobile Convergence FAX Server Applications Dual Mode Conferencing Free Desktop Home Worker IP Contact Center Centralized Applications
  • Dual-mode WLAN-Cellular: Seamless Handover for an Effective Solution
    • Enterprise Mobility Service automatically
    • routes calls on the enterprise WLAN when:
    • Mobile worker is enters the enterprise campus: Transparent automatic cellular-to-WLAN handover
    • Save money on cellular communications
    • ARS service extended to mobile device
    • Reverse call capability
    • Instant Messaging saves on blind cellular voice call
    • Benefit: Immediate cost savings on
    • cellular communications
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 Enterprise Mobility Service OmniTouch 8400 ICS WLAN Cellular WS
  • 4 Executive Summary
  • Executive Summary Communication infrastructure
    • Remote extension
    • Remote extension
    • SIP
    • IP
    • SIP
    My CE user fee
  • Architecture overview : WIFI at work & “home spot” / on the move OmniPCX Enterprise Communication Server “ Home spot” Voice and data Voice and data Enterprise Network OmniTouch 8400 Instant Communication Suite
    • Wi-Fi
    • Wi-Fi
    Data Voice Wireless networks PSTN Internet
  • Key Takeaways
    • | Alcatel-Lucent Enterprise Forum 2009
    All Rights Reserved © Alcatel-Lucent 2009 OmniTouch 8400 Instant Communications Suite
  • www.alcatel-lucent.com