How to unify your workspace using messaging, voice, video and web conferencing

Version 1.3

18 April 2023

1

Version 1.31

18 April 2023

Mobile

Fixed Internet

IT

How to unify your workspace using messaging, voice, video and web conferencing

Vodafone Business Services

Version 1.3

Contents

> Introduction

> What are today’s business communication priorities?

> What are today’s communication trends?

> What are the challenges?

> A solution for today

> Making Unified Communications ‘real

Version 1.33

18 April 2023

Version 1.3Version 1.3

Access to information and people regardless of location

The Business World is Changing

Managing your communications so you can manage your business

Over a third (36%) of UK workers said a lack of access to

mobile email causes unnecessary stress

and conflict.

Source: Vodafone Critical Response Time Index, July

2008

49% of the working nation believe that

flexible working will change the way we

work entirely (rising to two thirds of MDs and

CEOs).

Source: Vodafone Working Nation Survey, 2008

70% of businesses say their perceptions of organisations that

do not embrace mobile working have

changed for the worse, lessening

trust, confidence and likelihood to invest.

Source: Vodafone Critical Response Time Index,

March 2009

Nearly a quarter of all businesses (23%) in

the UK have experienced security

issues because employees have used

mobile devices or laptops outside of

work in contravention of company IT

policies.

Source: Opinion Matters, 2008

Keyconsiderations

How to:Enable flexible and

remote workingWork more closely with

customers, partners and suppliers

Attract and retain talentUse technology to

deliver a superior customer experience

The implications

Changing organisational

structuresEnabling new

business modelsSupporting the

cultural shift

TherequirementSecure information

Simplified and streamlined ICT

Greater collaboration across the enterprise

New supplier capabilities

The businessneed

Reduce costIncrease productivity

Greater flexibility Improve

responsiveness

418 April 2023

Version 1.3

Cutting costs and consolidating supply chain1

* Source: 2008/9 Survey – CIO

Top 10 Business Priorities for 2010

Cost reduction• Reduce operating costs• Increase employee productivity• Minimise TCO• Investment protection• Optimise moves, adds, changes and deletes

Business Agility• Provide superior customer service• Increase Competitiveness• Securely implement workforce mobility• Mergers and acquisition, divest, restructure• Capex Vs Opex

Reduce risk• Business continuity• Business compliance• Reduce complexity• Improve security

Improving Business Processes2

Contributing to the creation of new strategies3

Delivering better service to customers4

Innovative new products and services5

Generating more new/existing business6

Improving workforce productivity7

Ensuring business continuity8

Complying with regulatory requirements9

Differentiating through the use of technology10

5

18 April 2023

Version 1.3

Organisations are demanding more…

Service and support…

Make it easy for me and my business to work with you

Free up resources to deliver strategic projects

Productivity…

Improve efficiency and productivity of the field worker

Securely access information and applications wherever user works

Give me tools to do my job more effectively

Value…

Deliver more for less – help me manage my costs

Consolidate communications infrastructure – reduce total cost

Simplicity…

Help me manage my expenses

Unify communications for my end users

Agility…

Work where and how I want

Turn into a real time, responsive business – improve customer contact

Deploy services to customers and employees faster

Simplify my communications infrastructure

IT

Business

User Make it easy, quick, reliable

You are there when I need you

6

18 April 2023


Technology Trends

Where

How

What

Locally stored

Fixed

Voice and Data

Hardware

DiscreteDedicated

Built in house

Next generation services

Online

Mobile

Converged

Software and services

UnifiedVirtual

Managed services

Implication

More opportunities to win, retain and serve customers online

Easier, ubiquitous access to people and information

Lowering cost to operate

Easier to deploy, scale and configure as

business needs change

Simple for usersOptimal use of resourcesPartnerships to reduce

cost and reduce risk

Technology

718 April 2023


Customers drive behaviours & locations of your business - ‘online’

8

18 April 2023

Version 1.3

The SolutionEnabling our clients to….

Build a sustainable organisation

Communicate effectively

Transform and enhance

customer service

Cut costs by adopting new ways

of working

Create a secure and

resilient organisation

Increase business responsiveness

918 April 2023

Version 1.3

Taking the enterprise on a journey.. at a speed that is comfortable yet progressive

Multimedia Conferencing

Call Recording

Consolidate Simplify Innovate

Mobile Integration

Extend to any user, any device

One number

One Voicemail

Flat Rate Charging

Unified Communications

Desktop integration

Drive Productivity

Flexible Working

Collaboration

IPT / LAN

IP Network Convergence

IP enabled

One service

Foundation for UC

Phase Two Phase Three Phase Four

The Journey

Consolidate Supply

PBX Support, Fixed, Mobile

Reduce Unit Costs

Simplify service

Simplify Contracts

Phase One

10

18 April 2023


Bringing it all together – Support, Solutions & Focus

Unified Communications

Contact Centre

IP Telephony

Fixed Connectivity

Vodafone One

UC Applications

Data Networking

PC Connectivity

Mobile Broadband

Mobile Network Connectivity

DSL

Secure Remote Access

Mobile Voice

Company Value Tariff

Fixed Links

Flat Rate Tariff

Voicemail

Mobile Voice

Vodafone Volume Tariff

M2M

M2M Data

Mobile Safe

Safe Guard

Track and Assist

Lone Worker

Flexible Working, Security, Business Continuity, Reduce Total Cost Of Ownership, Increase Productivity

Enterprise Email Services

Windows Mobile

Secure E-Mail

Nokia Mail for Exchange

Hosting

Remote Monitoring

Blackberry

Applications

CRM

Mobile Working

Partner Applications

BPOS

Field Service

Service & Support

Maintenance Services

Training Billing ServicesManaged Support

Integration Services

ConsultancyImplementation

Services

18 April 2023


Through the intelligent integration of world class partner solutions

Version 1.312

18 April 2023


Multiple communication solutions offer business benefits in different situations – but together bring a new layer of complexity

When did communicating become so complex?

Mobile

Handset07790…

Voicemail121

Messaging07790…

Fixed

Handset01256…

Voicemail94116…

IP Telephony VoIPNElms-IPT…

EmailNick.Elms@delarue...

Instant MessagingNElms-IM…

PC

13

18 April 2023


Move towards Total Communications / FMC

Improve support for mobile workers

Use existing investments to their full potential

Establish Unified Messaging

Instant Messaging across organisation for return to ‘real-time’

Introduce Unified Conferencing

Add Video as possibility for all users

Bring telephony to the PC, & apps to the Phone

1418 April 2023


One service

One number

One voicemail

One directory

Single directory

Unified voice

Access voicemail via 121 or Outlook

Collaboration tools

Presence & IM

Online workspace& doc sharing

Fixed Data Access

Vodafone One

15

Increased productivity | Lower overall TCO | Simplified user experience

18 April 2023

Version 1.31

18 April 2023

Mobile

Fixed Internet

IT

Improving customer contact

Version 1.3

Assisted Service

Speech

TouchTone

Browser

CONTEXTDynamic menu

Data Lookup

Segmentation

Personalised Treatment

Video on Hold

Up Sell and Cross Sell

WAIT TREATMENTID & VWallet Items

Password

Biometrics

INFORMATIONFlight/film/train information

Account information

Order a brochure

Order status

Opening hours

TRANSACTIONS Book flight/train/film/hotel

Cancel/amend hotel booking

Bill payment/transfer money

Pay TV licence/car tax

Agent Call Back

HELPPOINTS

Inbound Voice Automation Applications

17

18 April 2023


> “Every transaction with a customer represents an opportunity”

> “It's just too expensive to put experts in our branches & help desks”

> Merge the organisational functions, but leave the CC ‘in control’

> Incorporate the ‘extended community’ to serve customers

Partners, Suppliers, Contractors ( Other Organisations)

Business Depts, Subject Matter Experts, Back office

Customer facing Agents / Teams

Customer Contact

Consistently ConnectedThe entire organisation is connected and responsive

18 April 2023


In Summary

> Technology that provides solutions to work / life balance, the environment, and the mobility needs of your employees and community is key

> Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond

> 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.

> 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.

> Just buying technology that others have …. does not bring about change

There are many vendors out there with similar technology ... it’s the design, implementation and support that differentiates

19

18 April 2023

Version 1.31

18 April 2023

Mobile

Fixed Internet

IT

Thank YouVodafone Business Services

How to unify your workspace using messaging, voice, video and web conferencing

Technology

Transcript of How to unify your workspace using messaging, voice, video and web conferencing