How to unify your workspace using messaging, voice, video and web conferencing


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Building collaborative, adaptive workspaces that foster productivity, business agility, security, and competitive advantage is now a critical requirement for many enterprises. This session describes how enterprises can unify their workspace to provide more effective and personal communications.

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  • If we look back over the last 12 – 18 months, the focus for businesses in the current market in nearly every sector has been around saving money, improving productivity (more with less) and improving customer service. This can be done in various ways: Wild West (cost drive) (beat up and commodatise all my suppliers resulting in limited value but cheap minutes, cheap maintenance and a cheap PBX or keep what you got. Suppliers stay in procurement jail, end up with reduced margins and reduced contract terms and values). Cowboy or Indian? (Strategy not fully defined) (don’t know what they don’t know..looking for someone to advise them on what they should do and who they should be) Pioneers (Transformational) (they know what they want but they don’t know who to partner or who to get there. They see the new world and value in solutions that deliver business transformation, competitive advantage and innovation)Irrespective of who you are in the above 3, the key drivers are changes that deliver reductions in cost one way or another that result in bottomline benefits but only 2 of the above will deliver game changing results that are better for them and better for their clients.
  • As usage of Web 2.0 type applications increases within your customer demographics , it becomes more important than ever for future investments in communications solutions to be able to interface and take advantage for new ways of providing customer contact.For example many organisations today use technology to trawl social networking applications for any instances of their brands in relation to success or failure.So online complaints can be dealt with pro-activly( AVAYA ACE platform has some of these capabilities )Vodafone increasingly see the trend in Voice traffic shifting to data traffic across our networks, via our mobile devices and with our customer demands for tariff changes. Information …. Trust ….. Social networks ……expectations > ARE ALL SHIFTING
  • Home workers drive Reduce carbon footprint programs
  • Increasingly the productivity of workers whose jobs cannot be automated Represents all our organisations with the next big challengeI would like to suggest that INTEGRATED COMMUNICATIONS and VODAFONE are part of the solution to that challenge
  • How to unify your workspace using messaging, voice, video and web conferencing

    1. 1. 1<br />21 October 2010<br />
    2. 2. How to unify your workspace using messaging, voice, video and web conferencing<br />Mobile<br />Internet<br />Vodafone Business Services <br />Fixed<br />IT<br />1<br />21 October 2010<br />
    3. 3. Contents<br /><ul><li>Introduction
    4. 4. What are today’s business communication priorities?
    5. 5. What are today’s communication trends?
    6. 6. What are the challenges?
    7. 7. A solution for today
    8. 8. Making Unified Communications ‘real</li></ul>Version 1.3<br />3<br />21 October 2010<br />
    9. 9. Access to information and people regardless of location<br />The Business World is Changing<br />Managing your communications so you can manage your business<br />Key<br />considerations<br />How to:<br />Enable flexible and remote working<br />Work more closely with customers, partners and suppliers<br />Attract and retain talent<br />Use technology to deliver a superior customer experience<br />The <br />implications<br />Changing organisational structures<br />Enabling new business models<br />Supporting the cultural shift<br />The<br />requirement<br />Secure information<br />Simplified and streamlined ICT<br />Greater collaboration across the enterprise<br />New supplier capabilities<br />The business<br />need<br />Reduce cost<br />Increase productivity<br />Greater flexibility <br />Improve responsiveness<br />Over a third (36%) of UK workers said a lack of access to mobile email causes unnecessary stress and conflict.<br />Source: Vodafone Critical Response Time Index, July 2008<br />49% of the working nation believe that flexible working will change the way we work entirely (rising to two thirds of MDs and CEOs).Source: Vodafone Working Nation Survey, 2008<br />70% of businesses say their perceptions of organisations that do not embrace mobile working have changed for the worse, lessening trust, confidence and likelihood to invest.<br />Source: Vodafone Critical Response Time Index, March 2009<br />Nearly a quarter of all businesses (23%) in the UK have experienced security issues because employees have used mobile devices or laptops outside of work in contravention of company IT policies.<br />Source: Opinion Matters, 2008<br />4<br />21 October 2010<br />
    10. 10. Cutting costs and consolidating supply chain<br />Improving Business Processes<br />Contributing to the creation of new strategies<br />Delivering better service to customers<br />Innovative new products and services<br />Generating more new/existing business<br />Improving workforce productivity<br />Ensuring business continuity<br />Complying with regulatory requirements<br />Differentiating through the use of technology<br />1<br />2<br />3<br />4<br />5<br />6<br />7<br />8<br />9<br />10<br />Top 10 Business Priorities for 2010<br />Cost reduction<br /><ul><li>Reduce operating costs
    11. 11. Increase employee productivity
    12. 12. Minimise TCO
    13. 13. Investment protection
    14. 14. Optimise moves, adds, changes and deletes</li></ul>Business Agility<br /><ul><li>Provide superior customer service
    15. 15. Increase Competitiveness
    16. 16. Securely implement workforce mobility
    17. 17. Mergers and acquisition, divest, restructure
    18. 18. Capex Vs Opex</li></ul> Reduce risk<br /><ul><li>Business continuity
    19. 19. Business compliance
    20. 20. Reduce complexity
    21. 21. Improve security</li></ul>* Source: 2008/9 Survey – CIO <br />5<br />21 October 2010<br />
    22. 22. Organisations are demanding more…<br />Service and support…<br />Productivity…<br />Value…<br />Simplicity…<br />Agility…<br />Free up resources to deliver strategic projects<br />Securely access information and applications wherever user works<br />Consolidate communications infrastructure – reduce total cost<br />Deploy services to customers and employees faster<br />Simplify my communications infrastructure<br />IT<br />Make it easy for me and my business to work with you<br />Improve efficiency and productivity of the field worker<br />Deliver more for less – help me manage my costs<br />Unify communications for my end users<br />Turn into a real time, responsive business – improve customer contact<br />Business<br />Give me tools to do my job more effectively<br />Help me manage my expenses<br />Work where and how I want<br />Make it easy, quick, reliable<br />You are there when I need you<br />User<br />6<br />21 October 2010<br />
    23. 23. Technology Trends<br />Technology<br />Next generation services<br />Implication<br />More opportunities to win, retain and serve customers online<br />Easier, ubiquitous access to people and information <br />Lowering cost to operate<br />Easier to deploy, scale and configure as business needs change<br />Simple for users<br />Optimal use of resources<br />Partnerships to reduce cost and reduce risk<br />Where<br />Locally stored<br />Fixed<br />Voice and Data<br />Hardware<br />Discrete<br />Dedicated <br />Built in house<br />Online<br />Mobile<br />Converged<br />Software and services<br />Unified<br />Virtual<br />Managed services<br />What<br />How<br />7<br />21 October 2010<br />
    24. 24. Customers drive behaviours & locations of your business - ‘online’<br />8<br />21 October 2010<br />
    25. 25. The SolutionEnabling our clients to….<br />Build a sustainable <br />organisation<br />Communicate <br />effectively<br />Transform and <br />enhance<br />customer service<br />Cut costs by <br />adopting new ways<br />of working<br />Create a secure <br />and<br />resilient <br />organisation<br />Increase business <br />responsiveness<br />9<br />21 October 2010<br />
    26. 26. The Journey<br />Phase Two<br />Phase Four<br />Phase One<br />Phase Three<br />IPT / LAN<br />IP Network Convergence<br />Consolidate Supply<br />PBX Support, <br />Fixed, Mobile<br />One number<br />Drive Productivity<br />IP enabled<br />Reduce Unit Costs<br />One Voicemail<br />Flexible Working<br />One service<br />Simplify service<br />Flat Rate Charging<br />Collaboration<br />Foundation for UC<br />Simplify Contracts<br />Taking the enterprise on a journey.. at a speed that is comfortable yet progressive <br />Mobile IntegrationExtend to any user, any device<br />Unified Communications<br />Desktop integration<br />Consolidate Simplify Innovate<br />Multimedia Conferencing<br />Call Recording<br />10<br />21 October 2010<br />
    27. 27. Unified Communications<br />PC Connectivity<br />Mobile Voice<br />M2M<br />Enterprise Email Services<br />Applications<br />Contact Centre<br />Mobile Broadband<br />Vodafone Volume Tariff<br />M2M Data<br />Blackberry<br />CRM<br />IP Telephony<br />Mobile Network Connectivity<br />Company Value Tariff<br />Lone Worker<br />Windows Mobile<br />Field Service<br />Fixed Connectivity<br />DSL<br />Flat Rate Tariff<br />Mobile Safe<br />Nokia Mail for Exchange<br />Mobile Working<br />Vodafone One<br />Secure Remote Access<br />Voicemail<br />Safe Guard<br />Hosting<br />Partner Applications<br />UC Applications<br /> Mobile Voice<br />Track and Assist<br />Remote Monitoring<br />BPOS<br />Data Networking<br />Fixed Links<br />Secure E-Mail<br />Bringing it all together – Support, Solutions & Focus <br />Flexible Working, Security, Business Continuity, Reduce Total Cost Of Ownership, Increase Productivity<br />Service & Support<br />Maintenance Services<br />Training<br />Billing Services<br />Managed Support<br />Integration Services<br />Consultancy<br />Implementation Services<br />21 October 2010<br />
    28. 28. Through the intelligent integration of world class partner solutions<br />Version 1.3<br />12<br />21 October 2010<br />
    29. 29. When did communicating become so complex?<br />Mobile<br />Fixed<br />PC<br />Handset07790…<br />Voicemail 121<br />Messaging07790…<br />Handset01256…<br />Voicemail94116…<br />IP Telephony VoIPNElms-IPT…<br />Email<br />Nick.Elms@delarue...<br />Instant MessagingNElms-IM…<br />Multiple communication solutions offer business benefits in different situations – but together bring a new layer of complexity<br />13<br />21 October 2010<br />
    30. 30. Move towards Total Communications / FMC<br />Improve support for mobile workers<br />Bring telephony to the PC, & apps to the Phone<br />Use existing investments to their full potential<br />Establish Unified Messaging<br />Instant Messaging across organisation for return to <br />‘real-time’<br />Introduce Unified Conferencing<br />Add Video as possibility for all users<br />14<br />21 October 2010<br />
    31. 31. One directory<br />Single directory<br />Presence & IM<br />One voicemail<br />One number<br />Vodafone One<br />Fixed Data <br />Access<br />One service<br />Access voicemail via 121 or Outlook<br />Unified voice<br />Collaboration <br />tools<br />Online workspace<br />& doc sharing<br />Increased productivity | Lower overall TCO | Simplified user experience<br />15<br />21 October 2010<br />
    32. 32. Mobile<br />Improving customer contact <br />Internet<br />Fixed<br />IT<br />1<br />21 October 2010<br />
    33. 33. Inbound Voice Automation Applications<br />SpeechTouch<br />Tone<br />Browser<br />INFORMATION<br />Flight/film/train information<br />Account information<br />Order a brochure<br />Order status<br />Opening hours<br />WAIT TREATMENT<br />CONTEXT<br />ID & V<br />Wallet Items<br />Password<br />Biometrics<br />Dynamic menu<br />Data Lookup<br />Segmentation<br />Personalised Treatment<br />Video on Hold<br />Up Sell and Cross Sell<br />Assisted <br />Service<br />TRANSACTIONS <br />Book flight/train/film/hotel<br />Cancel/amend hotel booking<br />Bill payment/transfer money<br />Pay TV licence/car tax<br />Agent Call Back<br />HELP<br />POINTS<br />17<br />21 October 2010<br />
    34. 34. Customer facing Agents / Teams<br />Business Depts, Subject <br />Matter Experts, Back office<br />Partners, Suppliers, Contractors <br />( Other Organisations)<br />Consistently Connected<br />The entire organisation is connected and responsive<br /><ul><li>“Every transaction with a customer represents an opportunity”
    35. 35. “It's just too expensive to put experts in our branches & help desks”
    36. 36. Merge the organisational functions, but leave the CC ‘in control’
    37. 37. Incorporate the ‘extended community’ to serve customers</li></ul>Customer <br />Contact<br />21 October 2010<br />
    38. 38. In Summary<br /><ul><li>Technology that provides solutions to work / life balance, the environment, and the mobility needs of your employees and community is key
    39. 39. Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond
    40. 40. Flexible working will empower employees to work wherever they are, increasing productivity, improving work-life balance and ensuring that top talent is attracted and retained.
    41. 41. Presence management identifies colleagues’ status and contact information and can also offer location based information allowing you to contact the right person straight away, reducing time wasting & frustration.
    42. 42. Just buying technology that others have …. does not bring about change</li></ul>There are many vendors out there with similar technology ... <br />it’s the design, implementation and support that differentiates<br />19<br />21 October 2010<br />
    43. 43. Mobile<br />Thank You<br />Vodafone Business Services <br />Internet<br />Fixed<br />IT<br />1<br />21 October 2010<br />