UNIFIED MESSAGING BUILDING BRIDGES AND REDUCING GAPS

WHITE PAPER

Unified communications offers benefits which corporates,

governments and individuals can realize to increase

productivity, sales, network, awareness and reduce time

to reach target market/individuals. As the analysts

forecast in their respective reports, a large portion of

unified communications market is yet untapped.

As unified communication remains yet to be completely

explored and its implementation as organization wide

single strategy is just taking shapes with few solution

providers. Unified messaging becomes one of the key

sub-strategies to be implemented by the organizations.

Organizations need to look for service providers who can

provide single platform for unifying all messaging needs

across the organization to connect to employees,

customers, sales prospects and other key stakeholders.

Unified messaging (or UM) is the integration of different electronic messaging and communications media (e-mail, SMS, fax, voicemail, video messaging, etc.) technologies into a single interface, accessible from a variety of different devices.

UNIFIED MESSAGING BUILDING BRIDGES AND REDUCING GAPS

Unified messaging solutions should offer freedom to its

users even when they are mobile across voice, text and

video services. The service providers need to innovate

with mobile users' location/presence information (human

or things) and should be pre-integrated withorganization's directory to unite communications across

enterprise. The service providers should offer solutions

which accelerate growth, boost innovation and reduce

costs.

TechNavio forecast the Global

Unified Communication market to

grow at a CAGR of 15.85 percent

over the period 2012-2016.

Gartner forecasts global business

spending on unified

communications infrastructure to

be 20 billion by 2015.

Frost and Sullivan breaks the

perception that unified

communication & unified

messaging are nosediving with

social media and over-the-top

data based instant messaging

applications and explains

increasing unified messaging

trends in report “Analysis of the

Global Enterprise Voice and

Unified Messaging Market”, 2013.

Optimizing business processes

Corporate growth opportunities with innovation

Individual productivity & team collaboration

Reduce costs & increase ROI

A GOOD

UNIFIED MESSAGING SOLUTION SHOULD IMPACT

The white paper describes how each of the area mentioned above will be enabled by unified messaging.

Optimizing business processes

These automated processes remove human latency,

improve accuracy and enable faster decision making.

Thus, providing much stronger ROI to many lines of

business and vertical industries. Enterprises need to

invest in platform which unifies all the communication

mediums viz. voice, video and text and integrates with

their varied IT infrastructure. A good solution should be

able to integrate with IT systems and also get triggers

from external human interfaces to stimulate actions on

respective IT systems.

Today's competitive times have made each process in business very time-critical. Delay at any stage becomes a missed opportunity. Enterprises need approach whichhelps them streamline business processes and align employee as well as organization goals. Majortechnological advancements have made unifiedcommunications as one of the major contributors for organization growth. First step in implementing this strategy is unified messaging.

Unified messaging enables in optimizing the business processes by reducing the human latency that exists within a process flow. A simple example can be, production department has sent raw material requisition request to purchase department via ERP system. The purchase manager, is on leave and hence cannot approved the request. An integrated messaging system enables organization to auto send requisition request by SMS or IVR on purchase manager's mobile. He can view themessage and approve or disapprove the request via sending keyword to short code which is parsed &forwarded to ERP system. If the manager does not provide the necessary approval within a designated period of time then the business process would invoke a unified messaging service such as “notify and respond” from an SMS, IP PBX, voice portal/IVR, conferencing application, etc. or invoke escalation. Thus, these embedded unified messaging services would “notify” the person that they need to do something. If the person does not“respond” to the notification then it can be escalated to a manager in the same manner.

This process is referred as Communication-enabled business processes (CEBP)Enterprises canimplement various use cases to automate and optimize their businessprocesses.

Few mentioned are

Alarms and notifications

Business work flow automation

Business reporting

Fleet & vessel tracking

Stock portfolio alerts and confirmations

Contact center and customer support

Agent less product trainings

Inventory management

Order processing

Corporate growth opportunities with innovation

People communicate with each other through various

media and over multiple communication channels. The

corporates need to tap this opportunity and offer services

and solutions which makes communication with their

customers much simpler and less complicated. For

example, a fertilizer manufacturer may want to reach his

target audience in far areas of country. In order, to

develop the region & understand the market potential

their employee is required to be available in the market

physically or may appoint a primary research

organization. This whole setup will require quite a lot of

investment in time and money. However, with a simple

USSD/SMS based survey in local language can

overcome this barrier with reduced time to research and

even control costs.

The organizations in retail, manufacturing or service

industry need to innovate the way they can reach their

target audience, enable themselves to be more & more

reachable by the customers. Corporates need to deploy

more than one ways to be reached. The organizations

can keep in touch with their customers, reach potential

customers and bring brand awareness with unified

messaging platform.

Deployment of unified messaging platforms will enable

corporates to reach out new opportunities of offering

their solutions and instill growth. A retailer in a shopping

mall can promote it's products to people stepping inside

the mall via SMS, flash messages or offer a video with

MMS, which will entice people to take a look at the

offerings. An integration between the location server,

unified messaging platform and operator network will

enable this promotion and make retailer expand its

network of target audience. Easy to configure and

integrated platforms will bring quick implementation of

strategics and reap benefits.

Few growth opportunities and areas of

innovation for the corporates can be

Innovative advertising campaigns with

quick to implement contests and

location based targets

Effective surveys & polls to reach larger

target audience

Launch step-by-step guides to educate

existing & potential customers with

USSD implementation

Offer regular expert advice, offers and

tips of use to existing customer to

increase its value

Differentiate from competitor by opening

multiple & easy to use communication

channels viz SMS, USSD, IVR

With unified messaging platform and respective service

providers, corporates can innovate and monetize on

growth opportunities. Ease and innovativeness will

always remain the key factors for sustainable growth and

retain customers, with much lesser costs.

Individual productivity & team collaborationIncreasing individual employee productivity and team

collaboration is one of the key factors which can

transform organizations. Organizations need to work on

strategies by enabling employees to save time in

everyday activities through capabilities such as “click to

call” and unified messaging. Employees can benefit from

work flow automation, where they can access

information, take actions via messaging and even get

product trainings via IVR on their mobile handsets. This

helps then leverage their time, even when they are

mobile and hence increase their productivity.

The strategies can be extended for productivity

improvements to workgroups through collaboration and

conferencing tools, and generating significant cost

savings through system consolidation, reduction in

external communications costs, travel, and even real

estate.

Reduce costs & increase ROIUnified messaging brings ease of communication, ease

of accessing information and enable quick action

irrespective of location for corporates employees &

customers. This further leads to reduction of costs

significantly. A leading telecommunications company in

Europe estimates that saving just 30 minutes per week

for each of its 1,500 employees amounts to $1.48 million

in productivity gains. By replacing and consolidating

disparate voicemail and fax systems with Unified

Messaging, companies can reduce the cost of voicemail

by 20 to 60 percent.

ConclusionCorporates need to envision the need of unified

communication and enabled processes for faster growth.

Planning early for effective user adoption can open up a

whole new world of benefits. One that includes increased

sales, improved customer satisfaction and loyalty,

improved vendor relationships, and reductions in costs,

errors and waste.

Service providers need to innovate in terms of services

and offerings which bridge gaps between the legacy and

new technologies. The innovation in offerings can be

built with innovative platform which unifies needs of

communication and messaging and bridge gaps

between organization, employees, customers, vendors

and ecosystem. Service providers as well as corporates

should invest in unified messaging platforms which bring

value to the services and operations, with innovation,

agility to respond to market needs and easily integrable

with IT ecosystem.

TeleOSS Unified messaging VAS platformAruhat Technologies offers mobile VAS delivery solutions

which are built on robust and scalable technology. The

solutions are created to build bridges across complete

MVAS messaging value chain by adding business value

at each component. It enables each player in value chain

to explore the business opportunities by facilitating

launch of new services and new revenue streams.

TeleOSS

MVAS Offering

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