© M Parker UniComm Consulting...

Presence Social Networks IM and Chat

Collaborative WorkspacesEnhanced ConferencingVideo Options

Software-based solutions Embedded CommunicationsMultimedia /mobile IP Devices

How will you use them?


http://www.polycom.com/products/telepresence_video/video_conference_systems/index.html

http://www.polycom.com/products/telepresence_video/video_conference_systems/index.html

Add value


Process Optimizations• Rich Presence with IM

• Roles / skills vs. names

• Mobile information delivery

• Collaborative workspaces

Targeted to process groups

Involves system integration

Cuts costs / drives revenue

Reason to invest in change

User-oriented tools• IM with Presence

• Softphones

• Mobility Support

• Conferencing

Generic groups (~ COS)

or enterprise-wide

Saves “xx” minutes / day

“Sizzle” of IP Telephony and

messaging investments

UC-U: User Productivity UC-B: Business Process (CEBP)

Helping individual users

manage their communications

Optimizing business processes

with integrated communications


UC-U Value

per user per year

Improve conferencing $3,034

Reduce wasted time $1,137

Eliminate Delays $1,005

Save Toll Costs $246

Reduce Admin TCO $43

UC-B Value

per user per year

Increase sales $115,909

Speed projects $95,000

Lower process costs $12,880

Cut operational costs $11,875

Drive transactions to

mobile devices

$7,813


1. Optimize resource utilization

2. Accelerate transaction completion

3. Increase notification precision

4. Improve contact success

5. Automate communication processes

6. Speed information delivery

7. Enhance collaboration effectiveness

www.unicommconsulting.com


http://www.unicommconsulting.com/

• Goal: streamline / differentiate business processes!

• ROI comes from:


Collaboration-oriented

Need knowledge, ideas, creativity to complete

Transaction-oriented

Need information or approvals to proceed

High volume or high value

Major value to even slight improvements

Complex or exception-based

Value from software and info assistance


• Talk to managers, workers

• Review any documented procedures

• Observe process when feasible; watch people work

• Identify input, tasks, output

• Document with post-its, flow charts, process maps, etc.

• Use “in house” business analysts, consultant, vendor, etc.

1. Understand current process flow

• Points where communications issues create bottlenecks

• Clues: delays, reworks, wasted time and resources

2. Identify communications “hot spots”

Analyze

processes to

find

communication

hot spots


•

•

•

•

•

•

•

•

•

•


Call centers, contact centers• Usually with data access

• Usually with agent desktop tools

• Other automated services

Interactive voice response• Defined flows and outcomes

• With logic and information content

• Including voice mail auto attendants


Market Sell Make Deliver ServiceDevelopEnterprise

Support



Support

Source: M. Parker; BCR Magazine June 2007

Resource

Utilization

Transaction

Completion

Notification

Precision

Contact

Success

Automate Comm.

Processes

Information

Delivery

Collaboration

Effectiveness

1

2

3

4

5

6

7

Typical Manufacturing

Usage Profiles


Backbone network services• International operations and customers

• Needed improved performance, customer satisfaction

• Communications hot spot: Help Desk

• Average of 5 phone calls per trouble ticket

• Built resource finder into Help Desk application

• Algorithms to find best engineer for problem

• Opened with IM; included trouble ticket text

Benefits • Reduced phone calls to 0.3 calls per ticket;

most resolved in IM chat

• Improved customer response time by 80%

• Reduced labor content by 70%



Support


Resource

Utilization

Transaction

Completion

Notification

Precision

Contact

Success

Automate Comm.

Processes

Information

Delivery

Collaboration

Effectiveness

1

2

3

4

5

6

7

Typical Network Company

Usage Profiles


Local electric utility • Customer owned in Minnesota, USA

• Communications hot spot: Labor-intensive response to outages; typically 60-90 minutes

• Automated crew contact application

• Candidate employees per rules

• Calls/responses via Lync IVR functions

• Typical completion: 10 minutes; minimal labor

• App developed by Avtek, a Microsoft Gold Partner

Improvements • Shorter time to restore services

• Operators can focus on customer calls

• Fair and consistent for power line technicians



Support


Resource

Utilization

Transaction

Completion

Notification

Precision

Contact

Success

Automate Comm.

Processes

Information

Delivery

Collaboration

Effectiveness

1

2

3

4

5

6

7

Typical Utilities

Usage Profiles


€1B tunneling tech company• 3,800 employees, globally deployed

• Field maintenance is key to performance

• Communications hot spot: multiple cell callsto find repair parts

• Major cell phone costs

• Produced IM Bot for parts location, delivery

Improvement• Speeded the maintenance process

• Increased uptime

• Shortened project completion

• Reduced project costs

• Slashed international cell phone bills• 50% reduction in cell charges


http://www.herrenknecht.com/index.php?id=353


http://www.herrenknecht.com/herrenknecht-ag-en/business-units.html

http://www.herrenknecht.com/herrenknecht-ag-en/business-units.html


Support


Resource

Utilization

Transaction

Completion

Notification

Precision

Contact

Success

Automate Comm.

Processes

Information

Delivery

Collaboration

Effectiveness

1

2

3

4

5

6

7


Usage Profiles




Global oilfield services company• $42 Billion revenues, 118,000 employees, 85 countries

• Natural resource exploration services

• Expensive exploration assets

• Optimize speed and completeness

• Communications hot spot: time required to share exploration data

• Built collaboration into “Petrel” software

• Access expertise immediately

• Accelerate analysis and completion

Improvement• Up to 25% shorter exploration time per site

• Reduced asset cost per exploration

• Reduced labor content per exploration

• Competitive differentiation

• 50% reduction in cell charges


http://www.slb.com/

http://www.slb.com/


Support


Resource

Utilization

Transaction

Completion

Notification

Precision

Contact

Success

Automate Comm.

Processes

Information

Delivery

Collaboration

Effectiveness

1

2

3

4

5

6

7


Usage Profiles


http://www.slb.com/

http://www.slb.com/

Low Mid

High Highest


Don Van Doren Date: Thursday, February 20

Time: 10:45 AM - 12:15 PM

Room: Copperleaf 1

Session Type: Breakout

Session Code: PLAT102-R

Level: 100 - Business-level


Low Mid

High Highest


Go faster Use less Be different

CEBP or comm-enabled

Business apps

Mobile applets

Portals

Workflows

Documents and workspaces

B2B peering / federation / social

Supply chain and partners

Customers and clients

UC device client adoption

Composite user experience



Business apps

Mobile applets

Portals

Workflows




Business apps

Mobile applets

Portals

Workflows







Business apps

Mobile applets

Portals

Workflows





UC device client adoption


Peer/Federate with Supply Chain

Clients, Customers

EmbedComm in

Web Portals

ReduceReal-timeComm in

Workflows

OptimizeComm in

Workflows

EmbedComm in

Mobile Apps

UC as anApplication

ServicePlatform

Low Mid

High Highest


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© M Parker UniComm Consulting...

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