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Michael Roth's presentation at eComm 2008
 

Michael Roth's presentation at eComm 2008

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    Michael Roth's presentation at eComm 2008 Michael Roth's presentation at eComm 2008 Presentation Transcript

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