© M Parker UniComm Consulting...
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Presence Social Networks IM and Chat
Collaborative WorkspacesEnhanced ConferencingVideo Options
Software-based solutions Embedded CommunicationsMultimedia /mobile IP Devices
How will you use them?
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Add value
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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
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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
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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
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• Goal: streamline / differentiate business processes!
• ROI comes from:
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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
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• 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
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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
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Market Sell Make Deliver ServiceDevelopEnterprise
Support
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Market Sell Make Deliver ServiceDevelopEnterprise
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
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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%
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Market Sell Make Deliver ServiceDevelopEnterprise
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 Network Company
Usage Profiles
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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
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Market Sell Make Deliver ServiceDevelopEnterprise
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 Utilities
Usage Profiles
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€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
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Market Sell Make Deliver ServiceDevelopEnterprise
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
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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
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Market Sell Make Deliver ServiceDevelopEnterprise
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
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Low Mid
High Highest
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Low Mid
High Highest
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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
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Low Mid
High Highest
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Low Mid
High Highest
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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
Go faster Use less Be different
CEBP or comm-enabled
Business apps
Mobile applets
Portals
Workflows
Documents and workspaces
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
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
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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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