Microsoft Unified Communications - Retail Presentation

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Microsoft Unified Communications - Retail Presentation

  1. 1. Microsoft Corporation
  2. 2. Economic slowdown Competition/thin margins Operational efficiency (critical) High employee Global Executives focused on ROI turnover expansion/consolidation Deployment of new technology Distributed Speed to market Aging systems and integration with legacy operations (critical) systems
  3. 3. o o o
  4. 4. Collaboration Regulatory Compliance Nomadic Workforce Access to Information IT: Ubiquity & Interoperability IT: Participation & Governance Demographic Changes Work & Life Balance Projected Talent Shortfall Information Overload IT: Consumerization & IP Management IT: Contextual and Role-based
  5. 5. How can I prioritize and react to the sheer volume of communications and be more productive? How can I get a global organization to act in concert across boundaries? How can I leverage my existing enterprise infrastructure and the Internet to lower my communications costs? How can I integrate my communications and PC-networking infrastructures?
  6. 6. Enterprise Telephony Overall Unified Experience Separate Management E-mail & Costs Common Management Instant Messaging Down Unified Messaging Audio Conferencing Conference Telephony Enterprise Messaging E-mail & Instant Video Conference Web Conference Voice Mail Platform • Vertically integrated communication silos • Horizontally integrated common platform • Inefficient communications • Standards-based distributed architecture • Communications overload • Accessibility in the entire network • Parallel infrastructures • One common database
  7. 7. Across E-mail/ Devices Calendaring Unified Inbox Across Networks Team Workspaces & Presence Application Integration Instant Messaging Conferencing VoIP Alex Roland Senior Director Contoso, Ltd. Streamline Communications alex@contoso.com Provide an Interoperable Between People and Amplify IT Visibility Increase Operational and Extensible Platform Organizations and Control Efficiency and Flexibility Now and for Your Future
  8. 8. Alex Roland | Contoso, Ltd. Senior Director Tel: (207) 555-1000 work New York, NY Direct: (207) 555-1112 Fax: (207) 555-9999 Mobile: (775) 555-2345 Home (208) 555-5656 Work E-mail: alex@contoso.com Work IM: alex@contoso.com Home E-mail: alex@contoso.com Home IM: alex@contoso.com Alex Roland mobile Senior Director Contoso, Ltd. alex@contoso.com home
  9. 9. Online Services provides a low-cost option for providing your under-provisioned staff access to essential messaging and collaboration tools, reducing costs and improving the customer experience.
  10. 10. High expense of paper-based A common management processes structure and administrative No capital investment required interface Security threats of using staff Comprehensive security via using consumer email SSL 128 bits encryption Predictable, monthly subscription- services based licensing Risk of regulatory non- Geo-redundant data centers, compliance 99.9% financially backed SLA Consistent, effective and secure Unequal access to information Flexible deployment options: communications between stores and affects productivity and online, on-premise or a administrative offices alienates part of workforce combination of both “We have a lot of interaction between our marketing and merchandising departments, and we've had a lot of frustration in the past. Exchange Online makes it a lot easier.” Brian Olmstead | Executive Vice President | Achiever’s
  11. 11. Flexible deployment choices Retail store Online Service offers flexible deployment options for messaging and collaboration tools: on-premise, over secure Internet connections from Microsoft–hosted servers, or combination of both. Headquarters
  12. 12. Enable staff to engage Differentiate the Generate repeat increasingly savvy Link customers to business through its business through consumers internal experts service over price increased customer loyalty Number of lost sale “Basket size” and Number of same- Customer satisfaction opportunities sales of higher- store customer visits scores value products per customer Improved customer loyalty Better visibility and Reduced operating costs and and retention collaboration with experts increased profitability “ Office Communications Server 2007 will provide a richer, more engaging way of interacting with our customers. It will give us a new way to display our products and help our customers make informed choices. Robert Arpino | Chief Executive Officer | Windrush Frozen Foods
  13. 13. Enable staff to engage Integrated telephony and Consistent customer experience increasingly savvy consumers data presentation capabilities regardless of device or location Link customers to internal Mobile access to experts messaging technologies Escalation processes based on query difficulty and topic Differentiate the business Federated, trust-based through its service over price presence solution Real-time information exchange and interaction with customers Generate repeat business Improved privacy and security through increased customer for customer interactions Multiple ways to connect with loyalty internal and external contacts Real-time access to inventory data Secure collaboration with suppliers
  14. 14. Enable staff to engage Differentiate the Generate repeat increasingly savvy Link customers to business through its business through consumers internal experts service over price increased customer loyalty Number of lost sale “Basket size” and Number of same- Customer satisfaction opportunities sales of higher- store customer visits scores value products per customer Improved customer loyalty Better visibility and Reduced operating costs and and retention collaboration with experts increased profitability “ Office Communications Server 2007 will provide a richer, more engaging way of interacting with our customers. It will give us a new way to display our products and help our customers make informed choices. Robert Arpino | Chief Executive Officer | Windrush Frozen Foods
  15. 15. Improve customer satisfaction “You see what I see” real- through improved service time capabilities Faster response to critical issues Improve sales efficiency by Communications within Improved customer service and reducing operational costs operations applications satisfaction Drive an optimal and Mobile access to messaging Real-time access to inventory data consistent shopping experience technologies through all channels Higher customer-to-sale completion Accelerate point-of-sale ratio transactions
  16. 16. Improve customer Improve sales Drive optimal and satisfaction through efficiency by consistent shopping Accelerate point-of- improved service reducing experience through sale transactions operational costs all channels Customer issue resolution rate Customer satisfaction index Profit per customer visit Improved Improved customer Consistent brand responsiveness to service with easier and customer Improved customer customer requests and access to retail experience retention and loyalty questions products and services “ The infrastructure gives team members the tools to respond quickly to change and access the information they need to make critical decisions. Mike Yorworth | Group Technology and Architecture Director | Tesco
  17. 17. Click-to-communicate Faster and more informed decision- Improve managers’ access to capabilities via VoIP or IM making information while away from the desk Mobile access to Enhanced collaboration and real- communications infrastructure time updates Improve connections between Real-time collaboration for Presence tools for faster access to suppliers, stores, & headquarters geographically dispersed teams information, staff, and resources Give staff visibility into Anywhere access to improved Improved efficiency & effectiveness manager availability collaboration & communication of task distribution and delegation tools Improve communications Faster issue resolution with between local stores communication-enabled applications More secure real-time data collection, access, and sharing
  18. 18. Improve managers’ Give staff visibility Improve access to information Improve connections into store communications while away from the between suppliers, stores, between local and headquarters manager desk availability stores Problem Finding the right Number of Success of Loss response time person at out-of-stock promotions prevention headquarters situations Increased time spent More informed High level of by managers on business decisions visibility with Efficient task customer service and by anytime, anywhere customers and distribution and reduced time on access to other store work delegation administrative tasks performance data employees “ If you’re sending instant messages in Office Communicator 2007, you’re just a click away from opening up an audio call or sharing files with one another. Your activity just flows. Robert Fort | Chief Information Officer | Virgin Megastores USA
  19. 19. Maintain business continuity in Live audio-visual feed of presenters the face of high turnover Cost-effective, integrated and shared presentations conferencing with a feature-rich experience Real-time polling for active Keep employees updated on participation the latest products and services Interactive environment with recording and playback Rich desktop/application sharing Efficiently manage distributed training programs Shared whiteboards/text with Q&A Streamline training sessions manager and expedite on-boarding Recording capabilities for Keep the sales force apprised on-demand viewing of promotions Automatic attendance tracking Works with Office Outlook for easy event scheduling and e-mail communication
  20. 20. Maintain business Keep employees Efficiently Streamline continuity in the updated on the manage Keep the sales training sessions face of high latest products distributed force apprised and expedite turnover and services training of promotions on-boarding programs Employee Training Employee Promotion Sales training completion satisfaction effectiveness productivity consistency & rates and ratio cost meeting attendance Improved employee skill Reduced errors and Reduced training and level and expertise, and improved processes traveling costs increased store reputation “ Through the use of these tools, employees on the move will be able to, for example, go to their hotel rooms when away from their workspace, connect to the Web, and have a truly secure mobile office complete with VoIP for telephone calls. Chris Randall | Network Services and Retail Support Manager | House of Fraser
  21. 21. Training Sessions 100 30 80 25 Participants 60 20 40 15 10 20 50 1 2 3 4 5 6 7 8 9 10 11 12 Month
  22. 22. o communicate with the right person, right now using the best possible means from nearly anywhere at anytime o deploy and manage the platform more easily and less expensively, reducing IT overhead costs for providing a complete communications environment o gain UC capabilities within office productivity and LOB applications, providing real-time and secure communications and collaboration to improve your operations and bottom line o improve security against threats and help meet compliance standards o reduce communications silos and build an integrated platform that leverages existing infrastructure (telephony, messaging, Office) and adapts to your changing business needs.
  23. 23. o Messaging, telephony, IM, and video/Web conferencing o Single identity and managed directory o People put at the center of your focus o Evaluate Microsoft Office Communications Server 2007 and Office Communicator 2007 http://technet.microsoft.com/en-us/bb684921.aspx o Try the complete end-user experience from mobile to Web to Outlook 2007 with a free hosted demo https://signmeup.exchange2007demo.com o Try UC technologies http://www.microsoft.com/uc/trials.mspx o Try free virtual machines with Exchange Server 2007 pre-installed http://www.microsoft.com/vhd o Evaluate Exchange Server 2007 with a free full trial download http://www.microsoft.com/technet/prodtechnol/eval/exchange/default.mspx Learn more, go to http://www.microsoft.com/uc
  24. 24. © 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.

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