Living Social with Unified Communications

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How does Unified Communication and Enterprise 2.0 work together to create real business benefits? This presentation outlines specific examples of how UC + E2.0 can help you become a more social …

How does Unified Communication and Enterprise 2.0 work together to create real business benefits? This presentation outlines specific examples of how UC + E2.0 can help you become a more social business, and in turn drive positive business outcomes. To learn more, read the SametimeBlog at http://www.ibm.com/sametimeblog or follow us on Twitter @Sametime.

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  • 1. Living Social WithUnified Communications July 20, 2011 Jacques Pavlenyi Market Segment Manager IBM Collaboration Solutions Twitter: @mediamutt Blog: mediamutt.typepad.com ©2011 IBM Corporation
  • 2. 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
  • 3. Businesses are changing how they communicate Do you notice anything missing in this sign? © 2011 IBM Corporation
  • 4. New forms of communicating are goingmainstream © 2011 IBM Corporation
  • 5. Consumers are blending social networking with VoIP © 2011 IBM Corporation
  • 6. Enterprises are also looking for ways to securelyfind and connect inside and outside the firewall Consumers Enterprise © 2011 IBM Corporation
  • 7. 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
  • 8. 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
  • 9. 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
  • 10. 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
  • 11. 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
  • 12. 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
  • 13. 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
  • 14. 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
  • 15. 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
  • 16. 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
  • 17. Key takeaways UC is the “action” in a Social Business It’s about the It’s about task, not the trusted tool relationships The benefits are real © 2011 IBM Corporation
  • 18. Learn more! ibm.com/sametimeblog @sametime © 2011 IBM Corporation