Michael Roth's presentation at eComm 2008

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Michael Roth's presentation at eComm 2008

  1. 1. What the heck do we use the phone for? Michael Roth, Senior Systems Engineer, BT
  2. 2. A Taxonomy of Telephony
  3. 3. Focus on Function <ul><li>Three Varieties of Dial-Tone </li></ul><ul><ul><li>Knowledge Worker </li></ul></ul><ul><ul><li>Location Based </li></ul></ul><ul><ul><li>High Value </li></ul></ul><ul><li>Background </li></ul><ul><ul><li>Thinking developed while VP for Telecommunications at Wells Fargo Bank </li></ul></ul><ul><ul><li>Merger with First Interstate Bank </li></ul></ul><ul><ul><ul><li>One state (CA) to multiple states </li></ul></ul></ul><ul><ul><ul><li>One Vendor (NT) to multiple vendors </li></ul></ul></ul><ul><ul><li>Needed a quick way to qualify designs and solutions </li></ul></ul>
  4. 4. Knowledge Worker <ul><li>Wanting to talk to somebody specific </li></ul><ul><ul><li>You are calling to talk to me </li></ul></ul><ul><li>Functionality </li></ul><ul><ul><li>Single button access to features (easy to navigate) </li></ul></ul><ul><ul><li>Voicemail (with message indication) </li></ul></ul><ul><ul><li>Two lines </li></ul></ul><ul><ul><li>Display </li></ul></ul><ul><li>What it looks like </li></ul><ul><ul><li>One phone number/One person </li></ul></ul><ul><ul><li>Mobile phone </li></ul></ul><ul><ul><li>Fixed-Mobile Convergence </li></ul></ul>
  5. 5. Location Based <ul><li>Don’t care who you talk to </li></ul><ul><ul><li>Pizza Shop </li></ul></ul><ul><ul><li>Just answer the phone, please </li></ul></ul><ul><li>Functionality </li></ul><ul><ul><li>Few features (they are getting calls) </li></ul></ul><ul><ul><li>No Voicemail </li></ul></ul><ul><ul><li>As many lines as you have callers </li></ul></ul><ul><ul><li>Multiple phones with same line appearances </li></ul></ul><ul><li>What it looks like </li></ul><ul><ul><li>Squared Key system </li></ul></ul><ul><ul><li>Any one can/will answer the phone </li></ul></ul>
  6. 6. High Value <ul><li>Don’t care who you talk to </li></ul><ul><ul><li>More than answer the phone </li></ul></ul><ul><ul><li>More Important </li></ul></ul><ul><ul><ul><li>Who is calling </li></ul></ul></ul><ul><ul><ul><li>What are they calling about </li></ul></ul></ul><ul><li>Functionality </li></ul><ul><ul><li>Ability to ID caller/subject of call </li></ul></ul><ul><ul><li>Basic decision </li></ul></ul><ul><ul><ul><li>Cheapest way to deal with customer </li></ul></ul></ul><ul><ul><ul><li>Best way to deal with customer </li></ul></ul></ul><ul><li>What it looks like </li></ul><ul><ul><li>Call Center </li></ul></ul><ul><ul><li>Trading Turret </li></ul></ul>
  7. 7. Why Bother? <ul><li>Nice Academic Exercise </li></ul><ul><li>Where we get into trouble </li></ul><ul><li>Technology follows function </li></ul>
  8. 8. An eComm 2008 presentation – http://eCommMedia.com for more

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