Connect, engage and empower your customers
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Vodafone has a long history in telecommunications dating back to the 1980s when it was awarded the first mobile license in the UK. More recently, Vodafone has moved into unified communications to help customers meet challenges around securing information, simplifying communications, and improving workforce effectiveness. Vodafone's portfolio includes products and services built on its strong network and partnerships to provide tailored solutions for securing information, simplifying communications, getting closer to customers, and improving workforce productivity and customer engagement.
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Connect, engage and empower your customers
- 1. Connect, Engage & Empower your Customers David Wardell, Vodafone 09 March 2011
- 2. A history of leading the market Formation of Vodafone Business ServicesVodafone opens dedicated UC Network Operations Centre Awarded mobile license in the UK First text message sent First 3G broadband/ HSDPA data cards, & USB modems First built-in modem broadband laptopsAvaya UK Business Partner of the YearLaunched Fixed Networks First to launch a digital service First with BlackBerry in the UK First 3G roaming call 1982 1985 1991 1993 1994 1999 2001 2008 2004 2006 2009 2010 First operator with 5 million customers Vodafone’s UC Group managed 3m endpoints – 15% of the market Awarded European IT Excellence Award for Unified Communications Vodafone Moves into Unified Communications UK & EMEA Avaya Business Partner of the Year First ever touch-screen device from BlackBerry – the Storm, exclusive to Vodafone Becomes Avaya EMEA Platinum Partner First 3G data cards First mobile phone call made First high street store 09 March 2011
- 6. 28.2 million mobile workers by 2014
- 10. On their terms
- 12. Socially responsibleSource – IDC, Comscore 09 March 2011
- 14. Ensure regulatory compliance at all times
- 15. Simplify the management of secure mobile working
- 16. Reduce the total cost of ownership
- 17. Simplify and consolidate technologies and suppliers
- 18. Deploy solutions that can scale according to ever changing business needs
- 19. Transform the way that you engage with customers
- 20. Connect your customers to the right people at the right time
- 21. Improve customer satisfaction through the first time resolution of issues
- 22. Create new, more cost effective ways of working
- 23. Create competitive advantage by streamlining business processes
- 24. Improve methods of collaboration with employees, partners and customers09 March 2011
- 25. Vodafone helps customers meet these challenges Securing information Simplifying communications Improving workforce effectiveness Getting closer to customers “As part of our implementation of the ACPO security policy, officers are able to confidently access our systems, delivering better service, reassuring our communities” Stuart FillinghamHead of ICT “Vodafone mobile broadband helps sales people win more business because it allows them to work wherever they are, spending more time researching and meeting customers”Najeeb AhmedTechnical Projects & Support Manager “The council will benefit from a truly unified communications solution, providing over 5000 government employees with a platform to effectively communicate”Alan ShieldsTechnical Architect “Now no distressed caller will ever hear the engaged tone if a volunteer is waiting to help” Steve Wrigglesworth Project Manager Samaritans Connect 09 March 2011
- 26. Our portfolio Products and services for the biggest business challenges 09 March 2011
- 28. UC ready
- 33. Broad range of professional accredited practitioners
- 35. Award winning converged and contact centre solutions
- 37. CESG accredited services09 March 2011
- 38. Changing Face of Customer Contact 09 March 2011
- 39. Chat/ IM Twitter Multi-Media Self-Service Recording Contact centre environment - today Customer Multi-Modal Voice Service Expert and Supervisor Assist Customer Context Agent 09 March 2011
- 40. Interactions are changing No single interaction channel, Need to be proficient in all channels No single interaction channel, Need to be proficient in all channels Percentage of Respondents 2010 2012 Voice (agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM Source: Webtorials Editorial/Analyst Division 09 March 2011
- 42. Who needs a manual?
- 43. You Tube impact can be immense – Bad publicity caused United Airlines Shares to plunge by 10%, costing shareholders $180 million
- 44. Launched in March, 2006
- 45. Over 80% of usage is on mobile devices – Imagine what that means for a poor customer experience
- 46. 3 Billion Tweets a day generated by over 180 million users
- 47. The Lilly Allen effect
- 48. Reached 350 Million users in December 2009 - Now over 500 Million live accounts
- 49. If it was a country it would be the third largest in the world!
- 50. 23 Million in Britain = 1 in 3 us active
- 52. Who needs a manual?
- 53. You Tube impact can be immense – Bad publicity caused United Airlines Shares to plunge by 10%, costing shareholders $180 million
- 54. Launched in March, 2006
- 55. Over 80% of usage is on mobile devices – Imagine what that means for a poor customer experience
- 56. 3 Billion Tweets a day generated by over 180 million users
- 57. The Lilly Allen effect
- 58. Reached 350 Million users in December 2009 - Now over 500 Million live accounts
- 59. If it was a country it would be the third largest in the world!
- 60. 23 Million in Britain = 1 in 3 us active
- 61. More than half of us log-on every day09 March 2011
- 62. The facebook phenomenon 09 March 2011
- 63. How we interact today – customers helping customers 09 March 2011
- 64. Simplifying Customer Experience 09 March 2011
- 65. Today, communication is more challenging Changing motivation and approach to remote workers Avaya+Nortel Forum 15 C3 - Confidential We work today in distributed, virtual, mobile teams 09 March 2011
- 66. Adrian IM… 07500 adrian@ email.com 01283 Adrain .VoIP… Multiple directories Multiple services Multiple voicemail systems Adrian VoIP/VM 121 94116… Does this look familiar? 09 March 2011
- 67. One directory Single directory Presence & IM One voicemail One number Increased productivity | Lower overall TCO | Simplified user experience Integrated communications Fixed Data Access One service Access voicemail via 121 or Outlook Unified voice Collaboration tools Online workspace & doc sharing 09 March 2011
- 69. Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond
- 70. 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.
- 71. 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.
- 72. Just buying technology that others have …. does not bring about changeThere are many vendors out there with similar technology ... it’s the design, implementation & support that differentiates 09 March 2011
Editor's Notes
- Sentiment of What to Say: Faced with these challenges organisations have the opportunity to gain real competitive advantage by embracing new ways to: Get closer to customersImprove workforce effectivenessSimplify communication Additional proof points: At Bristol Water productivity has improved by up to forty per cent through our Field Force Automation solution.We improved JC Decaux’s posting process to the point it is now 99% efficient.Irish life have improved their outbound marketing campaigns from 15 to 60% success rates with optimised CRM from Vodafone.
- Sentiment of What to Say: Faced with these challenges organisations have the opportunity to gain real competitive advantage by embracing new ways to: Get closer to customersImprove workforce effectivenessSimplify communication Additional proof points: At Bristol Water productivity has improved by up to forty per cent through our Field Force Automation solution.We improved JC Decaux’s posting process to the point it is now 99% efficient.Irish life have improved their outbound marketing campaigns from 15 to 60% success rates with optimised CRM from Vodafone.
- Many Public sector organisations have begun projects to Consoliate ResourcesCentral Government have a vision of 'G Cloud' shared services and dataCommon HR practices and payroll handling, Central Citizen datagovernment is negotiating with major software suppliers to licence all applications to the Crown rather than individual organisations, which will allow the apps to be reused across the public sector without falling foul of licensing restrictions.Predicted take-up of G-Cloud services in the public sector will begin with individual organisations and departments using one or two common back office apps on the G-Cloud and evolve into standardised applications being shared across similar organisations nationwide, such as different police forces or NHS trusts."There should be a police community and a health community, with standardisation within their worlds," he said."But there will never be a one-size-fits-all approach where health will be [using entirely] the same [apps] as crime."