Web 2.0 and Enterprise Communications:
Fad or the Future
Dan York, Director of Conversations, Voxeo
VoiceCon San Francisco 2009
November 5, 2009
@voxeo @danyork

Connect Your Customers
Quickly
To The Information
They Need
Through the Channel
They Want

Unified Self-Service

• Platform for communications applications: voice, SMS, IM, web, social
• Largest worldwide provider of hosted XML telephony / IVR
• Over 45,000 companies and over 100,000 developers
• THE most standards-compliant platform - VoiceXML, CCXML
• Global presence: Orlando, Beijing, Cologne, London, San Francisco
• Premise product added 2006
• One of only 2 platforms recommended by analyst firm Datamonitor
for premise IVR
• Natively based on SIP & other open standards
• Free download and free developer accounts
• www.voxeo.com

www.danyork.com
twitter.com/danyork
www.linkedin.com/in/danyork
disruptivetelephony.com
disruptiveconversations.com
blueboxpodcast.com
voipsa.org/blog
forimmediaterelease.biz
blogs.voxeo.com

What?

What are they working on?

What is their schedule?

Are they available right now?

How can I reach them?

What are their strengths?

How do they like to work?

Who has ____ at their desk?

Who is the "Go to" person
on ______ ?

Can we all brainstorm on this?

Where/what is the _____ ?

Background

"Ambient Intimacy"
(Leisa Reichelt)

Why?

Collaboration
Engagement
Loyalty
Productivity
Happiness
Efficiency
Revenue

How?

Communication Tools
Voice, IM, video, email, etc., etc., etc.

Presence

Rich Presence
Modes, calendar, context

Profiles
Skills, interests, background

Status Updates
ex. microblogging, blogging

Capturing Collaboration
ex. wikis, forums

Tagging, Bookmarking
identifying the people and resources

Search
ex. find the "Go to" person

Choices

Monolithic
or
Best of Breed?

On-Premise
or
Hosted/Cloud?

C's or D's?

Concentrated/Centralized
or
Distributed/Decentralized?

Where does Presence live?
UC? IM? App platform?

Can you expose info to other
tools?
ex. Presence or Profiles, APIs,
avoiding lock-in

Fit into the existing
workflow?

Do you merge in public
personas?
Facebook, Twitter, etc.

Connection to Customers?
ex. monitoring, customer support

Connections to public tools?
IM? Google Wave?

Availability?
Will it be there?

Security?
Privacy?
Compliance?

Real-Time Web

?

Unlocked
Communications
www.voxeo.com/free
blogs.voxeo.com
twitter.com/voxeo