Microsoft Unified Communications - Driving Customer Savings in Financial Services Industry, Presentation

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Microsoft Unified Communications - Driving Customer Savings in Financial Services Industry, Presentation

  1. 1. Microsoft Corporation
  2. 2. Blurring Market Player Roles Costs Reduction Attracting and Retaining Customers Regulatory Oversight Opportunity to increase market share
  3. 3. Improving Business Decreasing Costs while Outcome by maximizing Protecting the individual productivity Environment by and fostering team reducing collaboration travel, communications and IT costs “We expect unified communications to increase our ability to move forward faster.” CIO, global business services firm
  4. 4. The study shows the following benefits for a 4,000 employee organization over a 3 year period: Benefit Result Pay-back Period 2 months Improved Productivity 13 min saved/day/employee ($20 million) Saved Travel Costs 23% reduction ($15 million) Reduced Time to Complete Projects 10% reduction ($15 million) Shortened Sales Cycle 20% time saved ($5 million) Reduced Dial-in Conferencing 50% reduction ($0.6 million) Reduced Telephony Charges 40% reduction ($1.2 million) Source: Forrester, 2007
  5. 5. Shorten Sales Cycle For example, shorten the length of loan or policy origination by bringing together agents, call centers, and advisors via Presence & IM Attract and Retain Employees and Customers Provide improved customer service in an efficient and flexible work environment while reducing turnover and costs associated with hiring Resolve Customer Issues Faster For example, resolve insurance claims more quickly, reducing the cost required to field calls and handle customer interactions or complete multi-party transactions. Complete Projects Faster Enhance efficiency and reduce project completion time by improving communications within project teams Improve End User and Team Productivity Reduce downtime and make decisions faster by communicating and collaborating with coworkers anytime from anywhere
  6. 6. Reduce Travel and Training Costs (20-40%) Replace internal meetings, in-person training and customer / partner visits with LiveMeeting Reduce Real Estate & Facility Costs (30-40%) Reduce office space per employee and improve space utilization with telework and remote working Reduce Telephony & Audio Conferencing Charges (10-40%) Replace long distance and audio conferencing call charges with VoIP and save the cost of office move for phones Reduce the Cost of Voice Mail (20-60%) Replace and consolidate disparate voice mail and fax systems with Unified Messaging Reduce IT Infrastructure and Administration Cost (up to 50%) Extend existing investment while optimizing IT infrastructure by consolidating servers and multiple vendor solutions Note: Cost savings above are based on customer interviews and calculations using the Forrester‟s Total Economic Impact framework.
  7. 7. Increased productivity through communications convergence Across Across Devices Networks Application Integration E-mail/ Calendaring Unified Inbox Enterprise Telephony Software Powered Communications & Presence Instant Messaging Audio, Video & Web Conferencing Provide an Streamline Interoperable and Communications Increase Amplify IT Extensible Platform Between People and Operational Efficiency Visibility and Control Now and for Your Organizations & Flexibility Future
  8. 8. 2008 The Magic Quadrant is copyrighted August 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. SOURCE: Gartner, Inc., “Magic Quadrant for Unified Communications, 2007” by Bern Elliot, August 20,2007 The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. View the full Gartner report, compliments of Microsoft, at http://mediaproducts.gartner.com/reprints/microsoft/article3/article3.html.
  9. 9. “Another key capability of UC is that it offers a method to integrate communication functions directly with business applications. 2007 Gartner calls this capability "communications-enabled business processes.“ The Magic Quadrant is copyrighted August 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. SOURCE: Gartner, Inc., “Magic Quadrant for Unified Communications, 2007” by Bern Elliot, August 20,2007 “Enterprises looking into UC, […], should understand the Microsoft The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. View the full Gartner report, compliments of portfolio because it represents a new paradigm for Microsoft, at http://mediaproducts.gartner.com/reprints/microsoft/article3/article3.html. communication by a market leader. Microsoft‟s solution is comprehensive but is also the basis for a range of partner offerings.”
  10. 10. “With Office Communications Server 2007 R2, it is possible to integrate data and voice. We will be able to greatly reduce operational costs by consolidating and integrating communications technologies… It is one of the best unified communications solutions for the core business of the bank—improving services and generating more income from retail banking customers” Yannick Flégeau, Senior IT Architect, IT Research and Development Team, Crédit Agricole Crédit Agricole Improves Collaboration and Saves Money with Effective Conferencing  Sought to improve the  Deployed Microsoft®  Reduced conferencing sharing of financial Office costs of €150,000 expertise throughout Communications (U.S.$205,177) its branch network Server 2007 R2 to  Reduced travel costs by provide enhanced 10 percent to 20 percent  Wanted to recruit and audio, Web, and retain more customers  Improved business video conferencing decisions  Reduce travel costs capabilities.  Increased productivity  Reduced IT management costs
  11. 11. “We expect that an additional 30,000 loans will be issued annually with the nearly 4,000 employees that the organization has now, and we expect the project to pay for itself in 13 months” Angel De Aquino, Infrastructure Administration Telecom Manager, Infonavit Company Expects to Save Employees 30 Minutes a Day and Issue Additional Loans  Infonavit needed  implemented a new  Employees will save better real-time unified 30 minutes a day collaboration tools to communications  Expects to release improve employee solution that includes extra 30,000 loans efficiency Microsoft® Office annually with no Communications additional headcount  Existing Server 2007 and communications Microsoft Exchange  Expects the project to methods were too Server 2007 Unified pay for itself in 13 time-consuming Messaging months.
  12. 12. “When I started using enhanced IM in Office Communications Server 2007, it soon became my default option for written communications. I want a short response to a simple question, so IM is perfect.” Daniel Sidler, Chief Technology Officer, Horizon21 Investment Company Employees Improve Collaboration with Unified Communications  Company wanted  Less time managing employees to spend  Deployed Microsoft® messages less time managing Office  Reaching colleagues inboxes Communications quicker  Wanted greater Server 2007  Faster decision visibility of colleague  Deployed Microsoft making with availability Office Communicator conferencing  Wanted better access 2007  Tighter collaboration to conferencing with partners technology
  13. 13. “Office Communications Server 2007 will help us share ideas globally and escalate instant messaging discussions to conferences to address complex business issues.” Jacky Surut, Head of Innovation Program, AXA Tech Insurance firm reacts faster to unplanned events with real-time collaboration  AXA Group  Deployed a unified  Improved employee companies had no communications pilot productivity access to instant to help top executives messaging collaborate  Reduced costs  Depended on  Implemented  Improved work/life traditional Private Microsoft® Office balance Branch Exchange Communications telephony and Server 2007, Office external conferencing Communicator services, which 2007, and Exchange increased business Server 2007 with costs Unified Messaging
  14. 14. “For bank customers, privacy is critical, so the encryption and lifecycle-handling features in Office Communications Server 2007 help protect our banking information.” Roland Howard, Senior Infrastructure Designer, Adelaide Bank Bank improves interstate collaboration with streamlined, more secure communications  Adelaide Bank had an  Deployed  Improved increasing need for Microsoft® Office communication secure conferencing Communications between interstate Server 2007 with help  More secure auditing offices from Microsoft Gold  Increased efficiency  It lacked access to a Certified Partner HP messaging audit trail  Better user adoption  Took advantage of for its internal features such as  Reduced e-mail communications and presence and traffic and cleanup customer conversation history conversations
  15. 15. “We have seen a reduction of 20 percent in our network costs and our communication and collaboration capability is improved.” Budi Suryono, Senior Assistant Vice President, IT infrastructure and Architecture, Bank Danamon Bank cuts messaging costs by 20 percent by moving to Microsoft Exchange Server 2007  Communications and  Switched from Lotus  Enterprise-grade collaboration could no Domino to Microsoft® communications longer rely solely on Exchange Server e-mail 2007 with Unified  Anywhere access Messaging  Improved compliance  Sought more advanced, integrated  Reduced technical  Reduced costs messaging platform to complexity of its support its daily environment  Stronger security operations
  16. 16. “We are improving the working environment of our employees and strengthening our reputation as a forward- thinking company....we are also optimizing our business operations.” Hans de Harde, ICT Architect, PGGM Unified messaging saves pension fund employees hundreds of hours a year  PGGM has 150  Deploying unified  Improves mobile employees who work messaging on productivity remotely and many Microsoft® Exchange  Enhances who travel long Server 2007 and collaboration through distances to work Windows Server® streamlined each day 2003 R2 Enterprise communication Wanted to raise x64 Edition   Reduces impact of productivity by  Rolling out the delays with better consolidating the Enterprise Client notification methods communications Access License infrastructure (CAL) Suite
  17. 17. Streamlining Communications in a Wealth Management Scenario
  18. 18. • While David was away from his office
  19. 19. • David ran back to his office to research the news
  20. 20. • Follow-up with important customers
  21. 21. video Streamlining Communications in an Insurance Sales Scenario
  22. 22. • Cathy is checking her e-mail and initiates a collaboration session with a customer
  23. 23. • There was an issue with the paperwork: the compliance department needed more information before insurance coverage can be put in place
  24. 24. • Insurance coverage was approved
  25. 25. Reduce Carbon From Business Travel & Commuting Replace travel & commuting with interactive virtual meetings using web, video and audio conferencing. Reduce Carbon from Office Buildings Reduce office space by enabling Telework and remote working. Reduce Power Consumption Reduce electricity consumption through the user of USB phones, which consume far less power than conventional phones. If European Union-25 replaced 20% of travel with UC could save up to 22 million tonnes of CO2 per year. (Source: World Wildlife Fund) U.S. could save 5.1 billion liters of fuel and 11.8 million metrics tonnes of CO2 if everyone with potential to teleworked 1.6 days/week. (Source: University of Maryland, US EPA)
  26. 26. • Increase operational flexibility • Deliver a software-powered • Streamline communications enterprise voice solution • Deliver increased visibility • Redefine the real-time and control collaboration experience • Optimize for Software + • Deliver a seamless and full Services mobile UC experience • Provide a robust platform for “R2” UC applications • Make management and deployment even simpler 2008 2009 2010
  27. 27. Next Steps
  28. 28. Reduce interruptions and help Lower your travel & audio Provide a lower cost and your employees find & click conferencing costs while more flexible telephony to communicate with the right increasing collaboration infrastructure for a better user people, right away experience Light up your Microsoft Office Broadly deploy Deploy software powered investments by broadly audio, web, and video VoIP for mobile, teleworkers deploying Presence & conferencing while removing and new employees Instant Messaging your reservation-less audio costs next
  29. 29. Evaluate Communications Investments Holistically  Messaging, Telephony, IM, Video/Web conferencing  Single identity and managed directory  Put the person at the center of your focus Evaluate The Microsoft Platform  Free hosted demo – try complete end user experience from mobile to web to Outlook 2007 https://signmeup.exchange2007demo.com  Free pre-installed Exchange virtual machines http://www.microsoft.com/vhd  Free full trial Exchange download http://www.microsoft.com/technet/prodtechnol/eval/exchange/default.mspx  Pilot Office Communications Server 2007 and Office Communicator 2007 in your labs http://www.microsoft.com/communicationsserver/en/us/try-it.aspx Learn more go to www.microsoft.com/uc
  30. 30. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
  31. 31. “Anywhere Access” for Mobile and Teleworkers  Find the right person, right now, based on presence status  View e-mail and documents securely from any device  Call to hear & respond to e-mail and voice mail messages  View e-mail and documents securely with a VPN-less connection “Click to Communicate” from Within Applications  Connect to e-mail, voice mail, calendaring, instant messaging, audio, video and/or web conferencing  Place & receive calls from your computer or „ring all‟  Extend business applications with information access and self service Conferencing to Reduce Travel & Enhance Productivity & Retention  Bring together geographically distributed employees simultaneously and securely  Connect with rich media application sharing & two-way multi-party video and VoIP  Start web/audio conferences with a single click or schedule right from within Outlook  Increase productivity & reduce travel to support environmental sustainability policies
  32. 32. Protect Against Viruses, Spam, and Other Malware  Use built-in real time anti-spam, anti-virus and anti-phishing tools for e-mail and instant messaging  Ensure up-to-date protection with automatic updates  Set policies for filtering, examining, and archiving e-mail, voice mail, and instant messaging Address Compliance, Governance and Legal Discovery  Built-in security, compliance and encryption  Encryption technology to help keep messages confidential  A single content repository and policy framework to retain and audit diverse content types  Adherence to corporate and government regulations  Centrally managed IM solution for the archival of messages Provide Enterprise-Class High Availability and Scalability  IT control with failover, redundancy, and scalability across your organization  Disaster recovery back-up and financially backed SLA for all Online Services http://www.microsoft.com/presspass/presskits/uc/docs/UCGFinancialFS.doc
  33. 33. Reduce Infrastructure Costs & Consolidate Solutions  Explore latest software solutions with Microsoft hosted services  Offer a fast, familiar and secure mobile e-mail experience using Direct Push Technology  Authorize users to service their own communications processes Improve Administrator Productivity  Simplify management with modular & flexible tools  Use Single identity for easier administration  Unify all messaging in a centralized, secure, enterprise system Maximize IT Resources and Budget  Enterprise ready VoIP across distributed workforce  Light or no-touch deployment, patching, and upgrades  Optimal mix of on-premise and hosted services
  34. 34.  Consistent user experience across delivery options  Common architecture and data model across deployments  Flexibility in deployment – meets your complex needs  Adaptability in deployment – enables changes at any time On-Premise Hosted Service Control and ownership Rapid scalability Customization Advanced manageability
  35. 35. Extend Existing Investments with Software Powered Communications  Build on Active Directory to “light up” Office and SharePoint with presence  Add unified messaging to deliver a single inbox for e-mail, voice mail and fax  Enhance published and supported interfaces to enable software-powered VoIP  Enable software-powered VoIP capabilities (forwarding, simultaneous ring, multi-party calls, etc.)  Integrate with your collaboration and productivity tool investments  Deliver Enterprise Telephony, Conferencing, and IM infrastructure on Active Directory Build on Applications Leveraging Common Standards and Extensible Infrastructure  Deliver software solutions with standards-based interoperability, federation capabilities, and the strong support for industry standards  Integrate within client applications through the broad set of client APIs AD  Deliver developer interfaces for extensibility and interoperability  Communications-enabled Line-of-Business applications (CRM, ERP, etc.) OCS/ PBX Exchange / IP-PBX Office System
  36. 36. Persistent group chat enables people to carry on topic-specific, multi-party discussions that persist over time - leading to better team information sharing
  37. 37. Centralizing global communications across market sectors and asset classes Create channels for global and regional information flow Centralize sector-based research and analyst discussions Include front, back, and mid office personnel from global desks
  38. 38. Sales and Trader Productivity • User-configurable channel dock • Control of alerts and notifications • Repeatable window placement • Simultaneous IM and group conversations without numerous open windows • Broadcast messaging (one message, multiple recipients) • Public IM connectivity • Simple file and link sharing

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