Living Social with Unified Communications

Social UC brings together communications toolswith social collaboration Blogs Wikis Micro Profiles blogs Social Web Audio Conf Social Conf UC IM Video Collaboration Communications Email Phone UM SMS © 2011 IBM Corporation

Generational shifts unleash different work styles Older workers Older workers Mid-career workers New generation New generation (Age > 50) (Age > 50) % (Age 35 - 50) % (Age < 35) (Age < 35) % Wisdom Experience Innovation E-MAIL INSTANT SOCIAL NETWORKING TELEPHONE MESSAGING VIDEO & MOBILITY © 2011 IBM Corporation

Social Business AGENDA Align Organizational Goals & Culture Gain “Friends” Through Social Trust Engage Through Experiences Network Your Business Processes Design for Reputation & Risk Management Analyze Your Data Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press © 2011 IBM Corporation 8

Social Business AGENDAwith Unified Communications Align Organizational Goals & Culture UC: IM and Presence Gain “Friends” Through Social Trust UC: Community Tools Engage Through Experiences UC: Video, Web, and Telephony Network Your Business Processes UC: Business Partners and CEBP Design for Reputation & Risk Management UC: Compliance and Archiving Analyze Your Data UC: Analyze data to improve operations © 2011 IBM Corporation 9

IBM is Living Social with UCCombine online meetings with video to build social trust Who: – Sandy Carter, IBM VP Social Business, Collaboration Solutions Sales and Evangelism Challenges: – Injury prevented travel, but still needed to meet with important clients Traditional Solution: – Audio conference – Emailed presentation A Better Way: – Hosted an online meeting for the presentation materials – Added video to see participants live – IM and Twitter for Q&A and sidebar conversations http://bit.ly/pphf6k © 2011 IBM Corporation

IBM is Living Social with UCIM with mobile apps improves customer sat Who: – Rick Schonbrun, WW Business Unit Executive Challenges: – Needed to address a unique technical question during an exec briefing in Europe Traditional Solution – Wait until late afternoon European time to reach a development resource in the US – Locate an expert, find their mobile number – Connect to the IBM network and send an email or Sametime instant message – Respond to the customer following business day A Better Way – IM the lead technical architect from mobile phone – Explain the question in real-time, follow up to the customer with fast answer and new questions © 2011 IBM Corporation

IBM is Living Social with UCSkillTap and broadcast communities build your network Who: – John Del Pizzo, IBM Director UC Solutions Challenges: – How do I get my new iPhone on the IBM VPN? Traditional Solution – Call Help Desk (wait...not yet supported!) – Ping friends – Search internal websites A Better Way – Search Forums (but I need immediate gratification!) – Wait! Ill ask iPhone broadcast community – Community Members receive a Sametime request and choose to respond – Had 10 answers in under 30 seconds © 2011 IBM Corporation

IBM is Living Social with UCLeverage extended network to create compellingcustomer demos that build trust Who: – Karl LaWall, IBM WW Sales Leader Challenges: – Need to support a field team trying to demo capabilities in customer meeting Traditional Solution: – A presentation with screen shots – Send an email asking for help the day before – Focus on the (boring) basics A Better Way: – Recruit 5 always-on “demo buddies” beforehand and added them to Buddy List – Send a real-time request to Demo Buddies while at client site to join demo meeting – Showcase capabilities in real time with real experts from across the world © 2011 IBM Corporation

IBM is Living Social with UCBuild a stronger Business Partner community Who: – Marlon Machado, IBM Product Manager Challenges: – Facilitate better communication between IBM and BPs, and between BPs – Showcase latest technology to the broadest audience possible Traditional Solution: – Regular switchboard conference calls – Email for newsletters and responses – Static web pages and pre-recorded demos A Better Way: – Open testing community cloud service: IBM Greenhouse – Use web-based IM, meetings and Communities to connect with each other and with IBMers (no client SW needed!) © 2011 IBM Corporation

IBM is Living Social with UCFind-Me, Follow-Me #s builds trust and closer relationships Who: – Kim Artlip, IBM WW Business Unit Executive Challenges: – Needed to stay in telephone contact with key customers while traveling overseas Traditional Solution – Provide customers with 2-3 different telephone numbers (each with voice mail) – creating “phone tag” and “voice mail jail” – Pay significant roaming charges to receive mobile calls while traveling overseas – Receive unexpected calls during late night hours due to time zone differences Create flexible A Better Way rules to – Use one unified telephony number route calls between – Use geographic location and time of day to devices create rules to route calls to preferred device © 2011 IBM Corporation

IBM is Living Social with UCSaving Money! 50,000,000 Internal instant messages every day 15m Telephony: 17,000 1M+ Downloads of employee Individual blogs Daily page views on generated videos / podcasts internal social network Savings at IBM... Telephony: $1.3M/moTravel: $8M/mo © 2011 IBM Corporation

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Living Social with Unified Communications

by Jacques Pavlenyi

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