Unify and Simplify Better Collaboration for


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Unify and Simplify Better Collaboration for

  1. 1. Unify and Simplify Better Collaboration for Improved Productivity Alicia Heaton
  2. 2. Agenda <ul><li>Meridian and UCC </li></ul><ul><li>Our Network of Skills and Partners </li></ul><ul><li>The Value of UCC </li></ul><ul><li>ROI and Getting Started </li></ul><ul><li>Meridian IT Practice Areas and Services Offerings </li></ul><ul><li>Questions </li></ul>
  3. 3. Meridian and UCC <ul><li>Goals </li></ul><ul><li>Provide easy user access to a comprehensive, integrated solution for voice, video, and data </li></ul><ul><li>Build upon and extend messaging architecture </li></ul><ul><li>Deliver an ecosystem of solutions </li></ul><ul><li>Utilize a full range of Software and Meridian IT services to provide the best solution for our customers </li></ul><ul><li>Increase customer value by creating synergy between your IP Telephony or PBX and IBM solutions </li></ul><ul><li>Establish an open platform for business communications and collaboration </li></ul>
  4. 4. Meridian IT : Collaboration, Network and Telephony <ul><li>Meridian is uniquely position to help customers across multiple telephony providers </li></ul><ul><li>Sametime integrates with telephony as a technology, not just a specific implementation </li></ul><ul><li>Meridian can help customers determine the best fit for them </li></ul>
  5. 5. Companies are looking at unified communications NOW! rich presence web, audio, video conferencing unified messaging e-mail of companies using VoIP say they want unified communications instant messaging IP telephony capabilities Source: InformationWeek Research VoIP study http://www.informationweek.com/news/showArticle.jhtml?articleID=189800103&pgno=1&queryText= $ 3.08bn Market 57%
  6. 6. The virtual workplace is here © Copyright Nemertes Research Inc., 2006. All rights reserved <ul><ul><li>58% of IT executives consider their company to be a virtual workplace </li></ul></ul><ul><ul><li>90% of employees work in locations other than headquarters </li></ul></ul><ul><ul><li>Between 60% and 70% of employees work in different locations than their bosses </li></ul></ul><ul><ul><li>The number of virtual workers has increased by 800% over the past five years </li></ul></ul>
  7. 7. Communication IS the critical-path to successful business processes Industry App. <ul><li>Embed UC tools into process to </li></ul><ul><ul><li>Increase contextual collaboration </li></ul></ul><ul><ul><li>Reduce decision latency </li></ul></ul><ul><ul><li>Speed up teaming </li></ul></ul><ul><ul><li>Improve expertise contact </li></ul></ul><ul><ul><li>Improve customer service </li></ul></ul>Unified communications streamlines business processes Current reality CRM ERP Back Office STOP CRM ERP Industry App. Back Office Communication/collaboration required Exception : Who should I call? Approval : Who is available and where? Teaming : Who do we get together? Expertise : Who and how do I reach them? Location : How do I reach the sales rep? STOP Communication/collaboration required Communication/collaboration required
  8. 8. <ul><li>Use innovative technology to: </li></ul><ul><ul><li>Expedite customer interactions </li></ul></ul><ul><ul><li>Anticipate customer needs </li></ul></ul><ul><ul><li>Achieve resolution on the first call </li></ul></ul><ul><li>Facilitate structured interaction among individuals, teams, and organizations to: </li></ul><ul><ul><li>Streamline business processes </li></ul></ul><ul><ul><li>Anticipate problems before they occur </li></ul></ul><ul><ul><li>Improve teaming </li></ul></ul><ul><ul><li>Eliminate people delay </li></ul></ul><ul><li>Change the way employees interact to : </li></ul><ul><ul><li>Increase individual productivity </li></ul></ul><ul><ul><li>Allow teams to collaborate across different locations </li></ul></ul><ul><ul><li>Provide access anytime, anywhere </li></ul></ul>Maintain Customer Loyalty Improve Business Effectiveness Increase Employee Productivity The benefits of a UCC strategy Strengthen Business Partner Relationships <ul><li>Work more closely with your partners to: </li></ul><ul><ul><li>Optimize your supply chain and in turn satisfy customer needs </li></ul></ul><ul><ul><li>Ensure that they are knowledgeable about the offerings they sell on your behalf </li></ul></ul>
  9. 9. Increase employee productivity For enterprises of all sizes, loss of productivity can be the enemy. <ul><li>Easily find and collaborate with coworkers? </li></ul><ul><li>Find and connect coworkers with the click of a button? </li></ul><ul><li>Reach any employee or supplier in real time, no matter where they are located? </li></ul>What if you could… <ul><li>Display employee availability presence awareness </li></ul><ul><li>Quickly reach each other to collaborate with Click-to-Call </li></ul><ul><li>Locate an employee anytime, anywhere with intelligent call routing </li></ul><ul><li>Give employees access to voicemail, e-mail, and fax messages on a laptop, PDA, or phone with unified messaging </li></ul>You can…
  10. 10. Improve business effectiveness Employees are mobile—they are on the road, at customer sites, and on the move—yet they still need to communicate and collaborate effectively. <ul><li>Streamline business processes and workflow? </li></ul><ul><li>Quickly identify and resolve issues through collaboration? </li></ul><ul><li>Improve teaming to support smart and quick decision making? </li></ul>What if you could… <ul><li>Proactively identify and detect potential issues by integrating UC capabilities with core business applications </li></ul><ul><li>Quickly solve problems by alerting employees to customer, supply chain, or internal issues </li></ul><ul><li>Identify problems and brainstorm alternatives by using rich media conferencing and collaboration capabilities </li></ul>You can…
  11. 11. Maintain customer loyalty Customers want service that is proactive, personal, and fast. If you can’t give them what they want, when they want it, a competitor will. <ul><li>Anticipate a customer’s needs? </li></ul><ul><li>Notify customers the moment a product is delivered or a service completed? </li></ul><ul><li>Let a customer examine a product, even though it is at a different store? </li></ul><ul><li>Have customers participate in a focus group without leaving their home or office? </li></ul>What if you could… <ul><li>View a customer’s history before speaking to them with customer contact center solutions </li></ul><ul><li>Integrate communications systems with service applications to notify a customer when a transaction is complete </li></ul><ul><li>Integrate UC solutions with inventory databases, so a customer can check availability of an out-of-stock item at another store and view the desired product via video conferencing </li></ul><ul><li>Bring the focus group to your customer with rich media conferencing solutions </li></ul>You can…
  12. 12. Optimizing your supply chain can increase your customer reach and improve relationships with your business partners who are critical to your success. Strengthen business partner relationships <ul><li>Ensure that business partners are up to date on your product and service offerings? </li></ul><ul><li>Identify supply chain issues and quickly address them? </li></ul>What if you could… You can… <ul><li>Conduct training classes with video and Web conferencing, allowing business partners to participate from their own office </li></ul><ul><li>Use collaboration applications to work closely with your supply chain partners to resolve issues as they arise </li></ul>
  13. 13. Where to start? Where UCC is getting traction <ul><li>Professional Services </li></ul><ul><ul><li>Mobile high value workers accessible remotely for professional advice </li></ul></ul><ul><li>Insurance </li></ul><ul><ul><li>Claims Agents have improved response times and process streamlining </li></ul></ul><ul><li>Healthcare </li></ul><ul><ul><li>Improve patient satisfaction AND raise productivity/utilization of specialists </li></ul></ul><ul><li>International Bank </li></ul><ul><ul><li>Leveraging ad hoc video conferencing – cultural requirement </li></ul></ul>Development Marketing Manufg Ops Custom Care Sales Logistics Source: Business Communications Review/ June 2007 By Permission of Marty Parker, Principal © Communication Perspectives 2007 Link to report UCC Solutions Collaboration Acceleration Seamless Information Contact Management Resource ID & Problem Resolution Info Portal w/Communications
  14. 14. ROI: Why the Status Quo Must Go: The True Cost of Doing Nothing <ul><li>Key Findings: Enterprises of 1,000 people could lose $13M year in lost productivity and avoidable expense </li></ul><ul><li>Latency/“waiting for information” a delay of 5.3 hours per week, average annual cost of over $9000 per user. </li></ul><ul><li>Business travellers estimated 11 days per year on unnecessary or avoidable business travel or annual waste of at least $3400 per person to “synchronize teams” </li></ul><ul><ul><li>75% incurred incremental communication costs of an average annual cost of $1488. </li></ul></ul><ul><ul><li>These are the additional communications expenses on top of “typical travel expenses.“ </li></ul></ul><ul><li>“ Remote worker” who spent 10% of their time working from remote locations noted lack of parity in communication services with reduced productivity by an average of 7.8 hours a month </li></ul><ul><li>Total lost and avoidable expense ranged from $6K (500 person enterprise) to $12K (1,000 person enterprise) per person per year using a “conservative estimate” </li></ul>“ Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?” Independent Insignia Research of Toronto, Canada <ul><li>Copyright © Siemens Communications , Inc.. All rights reserved </li></ul><ul><li>Full white paper available from Siemens Enterprise Network </li></ul><ul><li>US: www.siemens.com/us/open/ucsurvey </li></ul><ul><ul><li>UK: www.siemens.co.uk/open/ucsurvey </li></ul></ul><ul><ul><li>DE: www.siemens.de/open/ucsurvey </li></ul></ul>
  15. 15. ROI: Business value of Unified Communications <ul><li>Forrester Consulting calculated 3-year risk-adjusted ROI of 563% </li></ul><ul><li>Quantitative savings </li></ul><ul><ul><li>Individual and workgroup productivity </li></ul></ul><ul><ul><li>Travel cost savings </li></ul></ul><ul><ul><li>Reducing the time to complete projects </li></ul></ul><ul><ul><li>Shortened sales cycles </li></ul></ul><ul><ul><li>Cost reductions for dial-in conferencing and telephony charges </li></ul></ul><ul><li>Other potential benefits: </li></ul><ul><ul><li>Reduced total cost of ownership of telephony equipment, management & Administration </li></ul></ul><ul><ul><li>Reduced training expenses </li></ul></ul><ul><ul><li>Improved ability to attract and retain quality employees </li></ul></ul><ul><ul><li>Faster, better resolution of customer services issues </li></ul></ul>Forrester Consulting 2007, “The Total Economic Impact” © Link to report
  16. 16. Lessons Learned from engagements with Customers <ul><li>Don’t wait! UCC can deliver real business value </li></ul><ul><li>Quantifiable metrics – use various research studies to model </li></ul><ul><li>Lessons Learned </li></ul><ul><ul><li>Secure Executive support </li></ul></ul><ul><ul><li>Get LoB sponsor and quantify business benefit during pilot </li></ul></ul><ul><ul><li>Leverage lessons learned with first LoB pilot </li></ul></ul><ul><ul><li>IT and Telecommunications need to be working together </li></ul></ul><ul><ul><li>Assemble SWOT team with key stakeholders </li></ul></ul><ul><ul><li>Strong project management because several competencies required </li></ul></ul><ul><ul><li>Business cases are extremely valuable </li></ul></ul><ul><ul><li>Nothing is a ‘rip and replace’ </li></ul></ul><ul><li>Speed to Implementation = Speed to Business Value </li></ul><ul><ul><li>If you have good infrastructure planning and implementation – then integration is easy and quickly extends as you grow </li></ul></ul><ul><li>Simple converged desktop – with little or no training </li></ul>
  17. 17. How can Meridian Help <ul><li>Network of expertise </li></ul><ul><ul><li>Partnerships </li></ul></ul><ul><ul><li>Internal Expertise </li></ul></ul><ul><li>Building the ROI </li></ul><ul><ul><li>Let us help! </li></ul></ul><ul><li>Best of Breed Solutions </li></ul><ul><ul><li>Evaluate </li></ul></ul><ul><ul><li>Implement </li></ul></ul>
  18. 18. Navigating the Complex IT landscape <ul><li>Superior Relationships With Industry Leading Suppliers </li></ul><ul><li>Strong Understanding of Client Business Requirements </li></ul><ul><li>Meridian Group Possesses the Knowledge, Communications, & Ability to Unify IT Infrastructures – and protect them – while Maximizing Performance & Efficiency </li></ul>
  19. 19. Questions Thank You!