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Understanding BYOE and how
Today's User Experience Drives
Value for UC
Jon Arnold
Principal, J Arnold & Associates January 20, 2015
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Agenda
• Are you experienced?
• BYOE – the bigger picture
• Making BYOE work for your business
• Moderated discussion
• Audience Q&A
2
Are you experienced?
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Evolution of UC – 5 key trends
1. Shifting from being supplier-driven to demand-driven
2. Innovation coming from vendors outside legacy telephony
3. Less focus now on IT/technical attributes, and more on
end users
4. Decoupling of UC value proposition from the PBX
5. Rise of BYOD is changing value drivers for UC
4
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Defining a great user experience
5
Core UC
Features
VoIP
Conferencing
Presence
Video
point-to-point
Video multi-
point
IM/chat
Mobile
integration
Outlook
integration
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
What BYOE looks like with UC
• Launch ad hoc conferencing with a few clicks and no
downloads or plug-ins
• Seamless hand-off to/from fixed line and mobile devices
without losing access to work in progress
• Using presence to determine which mode to use for each
person in a collaboration session
• Integrated contact profiles across multiple directories
• Extend collaboration outside the LAN to external parties
• Push shared-line appearances out to all devices
• Consistent user experience across all endpoints, operating
systems and network environments
6
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Why BYOE matters
• Consumerization of IT is for real
• Enterprise software has a poor track record for innovation
• End user expectations for UC being framed by their
personal use experiences, and not the workplace
• Enterprise applications are based on principals that are in
direct contrast to the Internet world that end users rely on
• Personalization is critical, and BYOE allows UC to become
“my UC” instead of “your UC”
7
BYOE – the bigger picture
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Ch-ch-changes – look out you rock n rollers
9
Globalization
MillennialsInternet
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Globalization of business
• Impacts everything – your operations, workforce, supply
chain and competition
• Broadens your customer base, but also does the same for
competition
• Leads to decentralized operations – people now are
everywhere – greater need to connect them
• Agility and responsiveness are the real keys to success
10
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
The Internet
• Lowers the cost of doing business, but also increases
velocity
• Breaks down barriers of space and time, making
globalization possible
• It’s ubiquitous and it’s oxygen – there is no greater enabler
for doing business now
• Gives rise to the always-on lifestyle and expectations for
our connectedness
11
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Rise of Millennials
• Grown up only knowing the Internet and the global village
• By 2025, will be 75% of the global workforce
• Digital natives vs. digital immigrants
• Different thinking about the workplace, work/life balance,
collaboration, privacy, career aspirations, role of
technology, value of knowledge, etc.
• Tech-savvy by nature – will be your power UC users, and
will drive BYOE considerations
• You have to manage other demographic groups as well,
but this is the future wave
12
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
We’re all end users
IT
Contact
center
Sales
Inside sales
Credits/
collections
HR
Management
13
Making BYOE work for your
business
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
How BYOE adds value to UC
VoIP:
Telephony-
centric
UC/BYOD:
IT-centric
UC/BYOE:
End user-
centric
15
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
How BYOE adds value to UC
16
Key Challenges
• Personal applications work better than UC apps
• Mobile broadband is defining workspaces now
• Telephony/voice losing relevance to data/text
• Internet-based innovation lagging in business space
Desired Outcome with BYOE
• User experience - intuitive and “just works”
• Ideal to strive for – get UC to behave like consumer-grade
applications, but deliver business-grade benefits
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
What to look for in vendors
White Paper research identified eight attributes that
characterize vendors/their offerings in terms of
understanding BYOE and its impact on UC
17
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attributes
18
Customer/end user Benefits
• Natural/intuitive feel
• Consistent experience across all applications and environments
• Supports how people work today – not built around the PBX
Attribute/Quality
UC solution is built
from the ground-
up
Focused on
business
problems, not
features
• When vendors focus here instead of how many features their UC has, that tells you
they understand where communications truly has value for your business
• End users care about the experience, not the technology
• They relate more to the specific applications of UC than the overall concept – just
like they do in the consumer world
Focused on the
user experience,
not the technology
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attribute
19
Customer/end user Benefits
• Best way to ensure BYOE is part of UC solution
• Makes employees feel like true stakeholders are being listened to
Attribute/Quality
Involve end users
in the buying
process
UC “just runs”
• Easier said than done, but it reflects the BYOE expectation – and when met, will
accelerate UC adoption
• Also makes IT’s job easier – have fewer help desk requests
• Aside from working properly, these are core attributes that will determine UC
adoption – again, these are core BYOE expectations
• This is the direct opposite of the enterprise software experience, so the bar has
been set pretty low for BYOE to make a positive impact
UC is simple and
easy to use
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Key BYOE vendor attributes
20
Customer/end user Benefits
• This is part of the consumer expectation, and when vendor does this, end users will
remain engaged over time – if UC becomes stale, they’ll stop using it
• Switching costs with UC are low, and to keep UC fresh, vendors need to make it
easy to develop and use new apps that resonate with end users
Attribute/Quality
Ability to develop
new applications
Cradle-to-grave
support
• More important to IT than end users, but this ultimately impacts the overall user
experience
• When IT can properly support UC, adoption will soar, and that’s a key area where
vendors add value
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Channel partner perspective with Bob Ingrum
21
Moderated discussion/
Audience Q&A
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
To learn more, download my White Paper
23
How BYOE Drives Value for Unified
Communications
© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015
Thank you!
24
Jon Arnold
Principal
J Arnold & Associates
P: 416-907-8659
E: jon@jarnoldassociates.com
W: www.jarnoldassociates.com
B: http://jonarnold-analyst.blogspot.com/
T: @arnoldjon

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Understanding BYOE and How Today's User Experience Drives Value for UC

  • 1. Understanding BYOE and how Today's User Experience Drives Value for UC Jon Arnold Principal, J Arnold & Associates January 20, 2015
  • 2. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Agenda • Are you experienced? • BYOE – the bigger picture • Making BYOE work for your business • Moderated discussion • Audience Q&A 2
  • 4. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Evolution of UC – 5 key trends 1. Shifting from being supplier-driven to demand-driven 2. Innovation coming from vendors outside legacy telephony 3. Less focus now on IT/technical attributes, and more on end users 4. Decoupling of UC value proposition from the PBX 5. Rise of BYOD is changing value drivers for UC 4
  • 5. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Defining a great user experience 5 Core UC Features VoIP Conferencing Presence Video point-to-point Video multi- point IM/chat Mobile integration Outlook integration
  • 6. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 What BYOE looks like with UC • Launch ad hoc conferencing with a few clicks and no downloads or plug-ins • Seamless hand-off to/from fixed line and mobile devices without losing access to work in progress • Using presence to determine which mode to use for each person in a collaboration session • Integrated contact profiles across multiple directories • Extend collaboration outside the LAN to external parties • Push shared-line appearances out to all devices • Consistent user experience across all endpoints, operating systems and network environments 6
  • 7. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Why BYOE matters • Consumerization of IT is for real • Enterprise software has a poor track record for innovation • End user expectations for UC being framed by their personal use experiences, and not the workplace • Enterprise applications are based on principals that are in direct contrast to the Internet world that end users rely on • Personalization is critical, and BYOE allows UC to become “my UC” instead of “your UC” 7
  • 8. BYOE – the bigger picture
  • 9. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Ch-ch-changes – look out you rock n rollers 9 Globalization MillennialsInternet
  • 10. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Globalization of business • Impacts everything – your operations, workforce, supply chain and competition • Broadens your customer base, but also does the same for competition • Leads to decentralized operations – people now are everywhere – greater need to connect them • Agility and responsiveness are the real keys to success 10
  • 11. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 The Internet • Lowers the cost of doing business, but also increases velocity • Breaks down barriers of space and time, making globalization possible • It’s ubiquitous and it’s oxygen – there is no greater enabler for doing business now • Gives rise to the always-on lifestyle and expectations for our connectedness 11
  • 12. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Rise of Millennials • Grown up only knowing the Internet and the global village • By 2025, will be 75% of the global workforce • Digital natives vs. digital immigrants • Different thinking about the workplace, work/life balance, collaboration, privacy, career aspirations, role of technology, value of knowledge, etc. • Tech-savvy by nature – will be your power UC users, and will drive BYOE considerations • You have to manage other demographic groups as well, but this is the future wave 12
  • 13. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 We’re all end users IT Contact center Sales Inside sales Credits/ collections HR Management 13
  • 14. Making BYOE work for your business
  • 15. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 How BYOE adds value to UC VoIP: Telephony- centric UC/BYOD: IT-centric UC/BYOE: End user- centric 15
  • 16. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 How BYOE adds value to UC 16 Key Challenges • Personal applications work better than UC apps • Mobile broadband is defining workspaces now • Telephony/voice losing relevance to data/text • Internet-based innovation lagging in business space Desired Outcome with BYOE • User experience - intuitive and “just works” • Ideal to strive for – get UC to behave like consumer-grade applications, but deliver business-grade benefits
  • 17. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 What to look for in vendors White Paper research identified eight attributes that characterize vendors/their offerings in terms of understanding BYOE and its impact on UC 17
  • 18. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Key BYOE vendor attributes 18 Customer/end user Benefits • Natural/intuitive feel • Consistent experience across all applications and environments • Supports how people work today – not built around the PBX Attribute/Quality UC solution is built from the ground- up Focused on business problems, not features • When vendors focus here instead of how many features their UC has, that tells you they understand where communications truly has value for your business • End users care about the experience, not the technology • They relate more to the specific applications of UC than the overall concept – just like they do in the consumer world Focused on the user experience, not the technology
  • 19. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Key BYOE vendor attribute 19 Customer/end user Benefits • Best way to ensure BYOE is part of UC solution • Makes employees feel like true stakeholders are being listened to Attribute/Quality Involve end users in the buying process UC “just runs” • Easier said than done, but it reflects the BYOE expectation – and when met, will accelerate UC adoption • Also makes IT’s job easier – have fewer help desk requests • Aside from working properly, these are core attributes that will determine UC adoption – again, these are core BYOE expectations • This is the direct opposite of the enterprise software experience, so the bar has been set pretty low for BYOE to make a positive impact UC is simple and easy to use
  • 20. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Key BYOE vendor attributes 20 Customer/end user Benefits • This is part of the consumer expectation, and when vendor does this, end users will remain engaged over time – if UC becomes stale, they’ll stop using it • Switching costs with UC are low, and to keep UC fresh, vendors need to make it easy to develop and use new apps that resonate with end users Attribute/Quality Ability to develop new applications Cradle-to-grave support • More important to IT than end users, but this ultimately impacts the overall user experience • When IT can properly support UC, adoption will soar, and that’s a key area where vendors add value
  • 21. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Channel partner perspective with Bob Ingrum 21
  • 23. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 To learn more, download my White Paper 23 How BYOE Drives Value for Unified Communications
  • 24. © 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/20151/26/2015 Thank you! 24 Jon Arnold Principal J Arnold & Associates P: 416-907-8659 E: jon@jarnoldassociates.com W: www.jarnoldassociates.com B: http://jonarnold-analyst.blogspot.com/ T: @arnoldjon