The document discusses how knowledge workers and business leaders are impacted by a disconnected workforce. It describes how employees use multiple communication devices and apps, feel overloaded with information, and have difficulty reaching coworkers. It then introduces unified communications as a solution to help increase productivity by integrating different communication methods and providing real-time status updates on availability and preferred ways to connect.

1. The Impact of the Disconnected Workforce Mauro Lollo Co-Founder, CTO

2. Agenda On the mind of Business Leaders / Knowledge Workers Productivity Forces acting on the enterprise Modes of communication Confusion & Change Unified Communications Overview

3. What’s on the mind of Business Leaders? 1,100 Business Leaders 40 countries 32 industries

4. The Enterprise of the Future…

5. New World Order Competitiveness Economic Growth Standard of Living PRODUCTIVITY GLOBALIZATION

6. Loaded hourly labour $ for auto production $41 $2 Productivity & Innovation?

8. What Drucker said in the 70’s The most important, and indeed the truly unique, contribution of management in the 20th century was the fifty-fold increase in the productivity of the MANUAL WORKER in manufacturing . The most important contribution management needs to make in the 21st is similarly to increase the productivity of KNOWLEDGE WORK and the KNOWLEDGE WORKER

9. What’s on the mind of Knowledge Workers? 517 respondents U.S., Canada, Europe 62% customer facing Sales and service roles

10. Disconnection, Distraction & Frustration

11. Innovation can also create complexity Information Overload Too many devices Anywhere/anytime Technology Limits Disparate solutions / interface Disparate access 15 Attachments!! u there? Meetings All Day 20 E-Mails! “ Have a Minute?” 5 Voicemails!

12. … Results in Delays and Missed Deadlines … Unable to Reach Coworkers on First Try… … Have to Use Multiple Methods of Reaching Coworkers… Communication Devices and Apps Proliferating … Employees Increasingly Mobile … Source: Sage Research A Disconnected Scenario Impacting Impacting the Bottom Line the Top and Bottom Line Daily 52% Daily 36% Monthly 22% 6.4 Types of Devices 27% Traveling 1X Month Avg.

13. “ The cognitive limit to the number of individuals with whom any one person can maintain stable relationships" Dunbar’s Number 150

14. 30% of brain’s cortex devoted to vision, 8% for touch and 3% for hearing More than 60% of communication is non-verbal Sources: Human Productivity Lab 2006 and Pearn Kandola: The Psychology of Effective Business Communications in Geographically Dispersed Teams 2006 Visual Interaction 30% of What They See 70% of What They See and Hear 20% of What They Hear

15. Consumer Tech Influence on the Enterprise Consumerization the most significant trend to affect IT over the next 10 years Generation X and Y Influence

16. The Winds of Change… One Time Zone, Real-time New and Changing Regulations Business Continuance Working Moments Consumer Influence Mobility and Uniformity of Experience The “Millenials” Web 2.0

17. “ If I had asked people what they wanted, they would have said faster horses” Henry Ford

18. Unified Communications A bridge to the Enterprise of the Future

19. Enterprise Comms Market at Crossroads Traditional PBX suppliers losing market / mind share Rise of Cisco, Microsoft; Google in the wings Industry standard solutions, open standards Major shift in Enterprise Communications market Unification of media: voice, data, video, applications Reduced real-time voice, more text-based (email, IM) Increasing reliance on mobile devices i.e. smart phones

20. UC Market Forecast 5,000 0 10,000 Market Size ($M) 25,000 FY’03 FY’04 FY’05 FY’06 FY’07 FY’08 FY’09 FY’10 30,000 35,000 20,000 15,000 Sources: Synergy, Gartner, Wainhouse, Datamonitor, Ovum, and Cisco 40,000 TDM PBX IP PBX Messaging Contact Center Conferencing and Collaboration Enterprise FMC Rich Media Email/Calendaring Enterprise IM

21. UC & Web 2.0 Transcend Boundary free UC Frictionless Collaboration Include Extend UC to customers & partners Transform Competitive advantage with UC Wikis, Blogs, Mashups Social Networking Face book Accelerate Extending UC across the business Intranets, Email & IM Migrate Legacy to IP Enable the change Unified Communications and Web 2.0

22. Anytime, Anywhere, Access and Availability Blurring of Work and Free Time Collaborative Communities Travel/ Commuting Reduction Programs Built-in Resiliency and Compliance Speed and agility required to be competitive Continuity and Compliance no longer nice to haves Innovation is a key driver of business performance Green business practices becoming mainstream Enterprise of the Future FLEXIBILITY

23. IP Telephony Presence Collaboration Conferencing Mobility Messaging IP PBX IP end-points Gateways SRST App Integration E-Mail Voice Mail Unified VM IM SMS Paging Intercom Desktop Mobile Client Physical RFID Video E911 Cellular Wireless 1 # Reach Teleworker 2 Way Radio Web Whiteboard Smartboard H.239 Sharing Desktop Control Audio Video Telepresence Streaming On-Demand Scheduled AOD/VOD Unified Login Unified Interface 1 Click Collaboration Collaboration via UC User Experience

24. What is Presence? Presence - real-time indicator of a person’s willingness and availability to communicate Represented by status: Available, In Meeting, On Mobile, At Lunch, etc. Includes details on user’s preferred method to communicate: voice, video or Instant Message “ Find-Me”, “Follow-Me”, or “Hide-Me” Integration with Calendaring, Location, and Workflow systems help users automatically keep their Presence status up to date while also creating streamlined business processes Reduces communication delays Improves productivity

25. UC Continuum Telephony Model

26. UC Continuum Desktop Application Model

27. UC Continuum Enterprise Application Model

28. UC Continuum Messaging Model

29. Collaboration in Two Categories or “Zones” The Productivity Zone User-oriented tools Consumer IM Softphones Mobility Support Conferencing For generic groups or Enterprise Wide Saves “xx” minutes per day Often the “sizzle” of UC The Business Processes Zone Process Optimizations Rich Presence (with IM) Roles/Skills vs Names Software-assisted Mobile Information Delivery Collaborative Workspaces Targeted to Process Groups Involves System Integration Cut Costs & Time, Drive Revenue Often a good place to start Builds acceptance and understanding Still requires adoption support The area of greatest benefits and ROI Source of business differentiation Similar to contact center investments

30. A Day in the Life The Integrated User Experience 6. Email revised documents to colleagues 1. Arrive in office. Urgent voice message waiting. 2. View availability and preferred communication method to reduce phone tag 3. Click-to-call using integrated soft phone or desktop IP phone 4. Add video to enhance communication Task Complete! 5. Share documents using Web conferencing

32. The Major Questions on the Table How are you currently leveraging communications? Where does UC fit into my Enterprise? Personal Productivity Enhancement Business Processes Optimization How much can be built on our current infrastructure? How would this influence a new IT infrastructure investments? How much should be provided through interoperability? What elements do we need to invest in? What are the costs, risks and success factors?

33. Let’s Play Ball! Q&A in the Box Suite Material courtesy of Microsoft Corp., Cisco Systems, UNIS LUMIN Inc.