Survey of users enterprise communications needs Xavier Martin October, 2007.

Survey of users’ enterprise communications needs

Xavier Martin

October, 2007

2 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006

1 Introduction


Chasing productivity

But, since 68% also believe mobile technologies interfere with personal time,

user centricity is necessary to maintain motivation.

How has the use of mobile technology impacted the following aspects of your work?

Overall level of responsiveness

Interaction with peers

Interaction with customers

Interaction with direct managers

Collaboration with other departments

Overall job satisfaction

Positive impact Negative impact No impact Don’t knowSource: Economist Intelligence Unit Survey,

December 2006


Implementing a communications strategy: 1. Know Your Users

“I want to be productive, but protect my personal time.”

“Why Broadband at home and not at work?”

“Wireless from everywhere!”

“I want to access my business applications from my mobile.”

“I want only one number!”

Understanding the needs of the new business generation

“I need to be equipped with a 3G/Wifi Smartphone!”EMPLOYEE

CONSUMER

CITIZEN

CUSTOMER

?


2 The Alcatel-Lucent Survey :

New communication uses in the Enterprise


Methodology

1/ Qualitative survey: focus groups

Objectives : key trends + define 20 to 30 key uses

9 users groups (3 per segment SMB/MID/LARGE, 6-8 users per group)

27 face-to-face interviews with Decision Makers

5 European countries : France, Germany, Spain, Sweden, UK

Using a laptop and a mobile phone at least one hour per day professionally

Mobile 25% to 90% of their working time

2/ Quantitative survey: on-line survey

Objective: determine interest level per segment, area, industry, profile

3 000 respondents (completed questionnaires)

4 areas, 9 countries

– APAC: Australia, China, Singapore

– North Europe: Germany, Sweden, UK

– South Europe: France, Spain

– North America: US

Owning a fixed and a mobile professional phone


Repartition of respondents

•Healthcare•9%

•Industry•13%

•Bank-Insurance•5%•Other field

•27%

•Public sector•12%

•IT-Telecoms•15%

•Retail•4%

•Services•15%

25-29 14%

30-39 40%

40-49 46%

SMB•997

LARGE•1002

MID•1035

33%

34,1%32,9%

Per company size

Other department22%

Sales-Marketing12%

Technical department27%

General Management 18%

Finance – Accounting7%

Human Resources5%

Logistics3%

Production6%

NA•904

APAC•626

EUNO•903EUSO

•601

19,8%

29,8%

29,8%

20,6%

Per geo


3 Summary


Introduction

23 situations

Spontaneous.Directed.

What Matters ? Role ? Industry ? Geo ? Company size ?


Top 5 wishes

1 Access my office working environment

from home.

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

1234567891011121314151617181920

Average

Vertical industry

Rank of balanced interest

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

1234567891011121314151617181920

Average

Vertical industry


Profile


General Management

Finance –Accounting

Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920

Average

Profile


General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920

Average

53,6% Directed Interest

1st use in balanced interest for all regions except for Southern Europe 2nd and even 8th in spontaneous interest due to the importance of private/professional balance.

Healthcare and Public Sector only 2nd , people are likely to work from their professional premises

Only 5th for people from Logistics and 2nd for people from Production due to the required presence of their job at the office


Top 5 wishes


from home. 2 Click-to-Call on Email Address

Area

APAC

Europe & North

Europe & South

North America

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AverageRank of balanced interest

Area

APAC

Europe & North

Europe & South

North America

1234567891011121314151617181920


Profile

General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920


Profile

General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920


Balanced

Directed

Spontaneous

Kind of interest

1234567891011121314151617181920Rank of interest

Balanced

Directed

Spontaneous

Kind of interest

1234567891011121314151617181920Rank of interest

2 functions are even more interested in this use: HR & Logistics.

The example of HR is quite clear. A recruitment agent has several hundred of e-mails with enclosed CVs to open each day and several hundred of calls to candidates and for them it is very time-saving to be able to call the candidate by clicking directly on his e-mail address.


Top 5 wishes


from home. 3

Profile

General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920


Profile

General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

1234567891011121314151617181920


2 Click-to-Call on Email Address

Fixed to Mobile Hand-over when leaving the

office

Vertical industry

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

1234567891011121314151617181920


Vertical industry

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

1234567891011121314151617181920


Directed interest greater than spontaneous interest

For one vertical industry this use is the 1st one: Healthcare. In Healthcare it is very difficult for people to make a call without interruption, they can always be interrupted because of emergency and they are always on. 2 other vertical industries, Bank / Insurance and Retail have also an greater interest than the average.


Top 5 wishes



Information on presence & preferred

communications mean

3 Fixed to Mobile Hand-over when leaving the office

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

Vertical industry

1234567891011121314151617181920


Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

Vertical industry

1234567891011121314151617181920


General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

Profile

1234567891011121314151617181920


General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

Profile

1234567891011121314151617181920


LARGE

MID

SMB

Segment

1234567891011121314151617181920


LARGE

MID

SMB

Segment

1234567891011121314151617181920


Industry, IT-Telecoms, Retail and Services :• Inmmediate relationship with customers • Need to be very responsive

HR, Sales, Technical + General Management :• High communication requirements within the company• Fast & effective customer service


Top 5 wishes



A single phone for fixed and mobile

numbers3 Fixed to Mobile

Hand-over when leaving the office


communications mean

4

Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

Vertical industry

1234567891011121314151617181920


Bank-Insurance

Healthcare

Industry

IT-Telecoms

Public Sector

Retail

Services

Other

Vertical industry

1234567891011121314151617181920


General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

Profile

1234567891011121314151617181920


General Management


Human Resources

Logistics

Production

Sales –Marketing

Technical Dep.

Other

Profile

1234567891011121314151617181920


APAC

North Europe

South Europe

North America

Area

1234567891011121314151617181920


APAC

North Europe

South Europe

North America

Area

1234567891011121314151617181920


Highest interest in Europe

OnSite Mobile roles or needing to be very responsive(Production or Logistics)

2 vertical industries first : Bank / Insurance and Public Sector.


Final Standings (6 to 15)



A single phone for fixed and

mobile numbers3 Fixed to Mobile Hand-over when leaving the office


communications mean

4

• 6 – User Friendly PC Softphone instead of the phoneset

• 7 – Define a group of people I can phone to without any charge

• 8 – Call a company free of charge from uts website

• 9 – A number which is automatically redirected to my mobile

•10 – Access the corporate directory from my mobile

•11 – Block professional calls on my mobile during pre-defined time ranges

•12 – Retrieve (from corporate databases) name of the caller on my mobile

•13 – Using the headset of my mobile phone with my fixed phone

•14 – Reception of professional emails on my mobile phone (push-mail)

•15 – Reception of translated voice mails into text in my mailbox


Overall Learnings

A real enthusiams for new uses in professional communications

5 on 20 uses have a rate of « spontaneous » interest for more than 75% of users



Concepts linked with the most requested usesFor users For decision makers

Mobility Continuity Better service to

customersCost control

Time-saving Better service to customers

Simplification

Differences of uses perception First criteria: profile –function- in the enterprise

The Logistics Department is the most interested in spontaneous interest (average rate 72,5%)

The Production Department is the less interested (60,4%)

Second criteria: vertical industryIT / Telecoms has the highest spontaneous interest rate 72,3%

Healthcare the lowest rate 66,1%

Third criteria: areaAPAC has the highest spontaneous interest rate 71,9%, followed by Europe & South 70,5%

North America has really a lowest spontaneous interest rate 58,5% far away from Europe & North with 64%

Last and minor criteria: segment (company size)


Survey Results

Content

Introduction1 page

Methodology1 page

Executive Summary3 pages

Analysis per use41 pages

Annexes50 pages

Profile of respondentsFor each use: ranking, percentages per segment, area, vertical industry, profileFor each segment, area, vertical industry, profile: ranking of all uses

USER PROFILE OFFERMid and Large Enterprise

Philippe Diez, Head of Large Enterprise Solutions

October 2007


Objectives of the User Profile Offer

Help IT / Telecom Manager provide the right communication applications to the right employee

Enable IT / Telecom Manager to answer end user requests while avoiding «explosion » of new technologies in the enterprise

Profiling to Streamline

Think « budget » in terms of Value per User


5 User Profiles


Building up your profile

YOUR

PROFILE

Mobile

ProfessionalExecutive

Onsite

Roamer

Team WorkerOffice Worker

Usage Intensity Low Essential Basic Services Medium Premium Basic + Additional Services High Privilege Premium+Additional Services

Usage Intensity Low Essential Basic Services Medium Premium Basic + Additional Services High Privilege Premium+Additional Services

1. Communication Services – Presence,Routing,Call log,Multi line, Call by name,Directory access,etc.

1. Communication Services – Presence,Routing,Call log,Multi line, Call by name,Directory access,etc.

2. Mobility – On site, off site, free seating etc.

2. Mobility – On site, off site, free seating etc.

3. Team Working – IM, audio,data sharing, video etc.

3. Team Working – IM, audio,data sharing, video etc.

4. Device – IP, Digital, Mobile, PDA phone etc.

4. Device – IP, Digital, Mobile, PDA phone etc.

5. Messaging – Voice,Email,Unified etc.

5. Messaging – Voice,Email,Unified etc.


Two New Dect/PWT

New User Profile Enablers – New DECT/PWT & WLAN phones A Single User Experience

Two New WLAN

Consistency of ServicesAlarms, Notifications, Call by Name, Boss/Assistant….


The 1st SIP Dual mode phone - GSM –off-site/ WiFi – on-site Private & business modes Nokia E series

Business Telephony on the move - second call (enquiry) with back & forth, transfer, call attendant, call back, call recording, message deposit, 3 party conference, voice mail, call forward, reverse call, DND, …

The 1st SIP Dual mode phone - GSM –off-site/ WiFi – on-site Private & business modes Nokia E series

Business Telephony on the move - second call (enquiry) with back & forth, transfer, call attendant, call back, call recording, message deposit, 3 party conference, voice mail, call forward, reverse call, DND, …

New User Profile Enablers – SIP Dual Mode Phone Partnership with Nokia

Nokia Intellisync Call Connect For Alcatel-lucent IP Pbx


New User Profile Enablers - My Instant Communicator Non intrusive single “front end” client to manage all interactions


New User Profile Enablers - My Instant Communicator

Real time Communication Manager

Services included : Telephony services Messaging services Routing services Collaboration services – IM, P2P Video Rich Presence– Telephony and IM Media Blending Optional – Multi party, multi media collaboration, VxML,

Text to Speech,Encryption, Redundancy, Multi site etc.


Office Worker

90% 10% 0%

+ VM

Essential

+ VM

Premium

Privilege

Instant Communicator

VM OR UnifiedMessaging

Call by Name+Boss/Assist

+ MLA

Call by Name +Boss/Assist + MLA

Examples :Administration,Accounts, Legal, Sales Operations, Purchasing etc.

Examples :Administration,Accounts, Legal, Sales Operations, Purchasing etc.

Time at DeskTime at Desk Team workingTeam

workingTime away from OfficeTime away from Office

Time away from Desk

Time away from Desk


Team Worker

70% 30% 0%

Essential

Premium

Privilege

+ VM

+ VM Instant Communicator

Call by Name +Boss/assist

+ MLA

Call by Name +Boss/assist + MLA

Examples :Project managers,Research team, Marketing,Design engineers,etc.

Examples :Project managers,Research team, Marketing,Design engineers,etc.



Time away from Desk

Time away from Desk

VM OR Unified

Messaging

CollaborationWith Video

Collaboration

Collaboration


Mobile Professional

40% 0% 60%

+ VM

Essential PremiumDual Mode

My Instant Communicator

VM OR Unified

Messaging

Call by Name +

Boss/Assist+ MLA

Call by Name +

Boss/Assist + MLA

+ VM

•* Mobile Professional essential • is also available without • any wired phone option

Examples :Sales, Channel Sales, Customer support etc.

Examples :Sales, Channel Sales, Customer support etc.



Time away from Desk

Time away from Desk

Privilege


On Site Roamer

20-50% 50-80% 0%

+ VMCall By name

OR

Essential

OR

Premium

Privilege

OR


VM OR UnifiedMessaging

Call by Name +

Boss/Assist + MLA


Call by name+ VM

Examples :IT support,Maintenance,Nurse,Doctors, Security staff, etc.

Examples :IT support,Maintenance,Nurse,Doctors, Security staff, etc.



Time away from Desk

Time away from Desk


Executive

40% 30% 30%

Privilege

Instant Communicator-Universal Directory Access, IM, Presence,Routing

VM OR Unified

Messaging

Call by Name +Boss/Assist + MLA My Teamwork

with Video

Examples :’C’ Level, Senior Managers,Etc.

Examples :’C’ Level, Senior Managers,Etc.



Time away from Desk

Time away from Desk


Services Transformation SolutionsUser Profiles in the Finance Industry

Some Examples in Finance

Branch Director

Personal Banking Manager

Branch Group Manager

Credit Analyst

Secretary Treasurer

Market Director

Bank Auditor

Transaction Officer

Research Analyst

Commercial Controller

…/…

Executive MobileProfessional

OnsiteRoamer

OfficeWorker

TeamWorker

Options

Peer 2 Peer VideoFree

seating

Encryption

Voice Recordin

g



OptionsOptionsOptionsOptions

ExecutiveExecutiveExecutiveExecutive Mobile Mobile ProfessionalProfessional

Mobile Mobile ProfessionalProfessional

Team Team WorkerWorkerTeam Team

WorkerWorkerOffice Office

WorkersWorkersOffice Office

WorkersWorkersOn site On site

RoamersRoamersOn site On site

RoamersRoamers


Services Transformation SolutionsUser Profiles in the Health Care Industry

Healthcare User Profiles Options

ExecutiveOn-site Roamer

Office Worker

Team Worker

NurseNurse call

Integration

Hospital

Physician/DirectorLocation based

services

Other Physicians

Medico-Technical

Administration

Technical Staff

Patient

Telephony Integration with

Patient Terminal

OptionsOptions Healthcare User Profiles Healthcare User Profiles

Executive Executive On-site RoamerOn-site Roamer

Office Worker Office Worker

Team Worker Team Worker


A Budgetary Quote for Our Business Partners to help implement the Approach


www.alcatel-lucent.com

Survey of users enterprise communications needs Xavier Martin October, 2007.

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Transcript of Survey of users enterprise communications needs Xavier Martin October, 2007.