Understanding BYOE and How Today's User Experience Drives Value for UC

Understanding BYOE and how Today's User Experience Drives Value for UC

Jon Arnold

Principal, J Arnold & Associates January 20, 2015

© 2015 ShoreTel, Inc. All rights reserved worldwide. 1/26/2015 1/26/2015

Agenda

• Are you experienced?

• BYOE – the bigger picture

• Making BYOE work for your business

• Moderated discussion

• Audience Q&A

2

Are you experienced?


Evolution of UC – 5 key trends

1. Shifting from being supplier-driven to demand-driven

2. Innovation coming from vendors outside legacy telephony

3. Less focus now on IT/technical attributes, and more on

end users

4. Decoupling of UC value proposition from the PBX

5. Rise of BYOD is changing value drivers for UC

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Defining a great user experience

5

Core UC Features

VoIP

Conferencing

Presence

Video

point-to-point

Video multi-point

IM/chat

Mobile integration

Outlook integration


What BYOE looks like with UC

• Launch ad hoc conferencing with a few clicks and no

downloads or plug-ins

• Seamless hand-off to/from fixed line and mobile devices

without losing access to work in progress

• Using presence to determine which mode to use for each

person in a collaboration session

• Integrated contact profiles across multiple directories

• Extend collaboration outside the LAN to external parties

• Push shared-line appearances out to all devices

• Consistent user experience across all endpoints, operating

systems and network environments

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Why BYOE matters

• Consumerization of IT is for real

• Enterprise software has a poor track record for innovation

• End user expectations for UC being framed by their

personal use experiences, and not the workplace

• Enterprise applications are based on principals that are in

direct contrast to the Internet world that end users rely on

• Personalization is critical, and BYOE allows UC to become

“my UC” instead of “your UC”

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BYOE – the bigger picture


Ch-ch-changes – look out you rock n rollers

9

Globalization

Millennials Internet


Globalization of business

• Impacts everything – your operations, workforce, supply

chain and competition

• Broadens your customer base, but also does the same for

competition

• Leads to decentralized operations – people now are

everywhere – greater need to connect them

• Agility and responsiveness are the real keys to success

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The Internet

• Lowers the cost of doing business, but also increases

velocity

• Breaks down barriers of space and time, making

globalization possible

• It’s ubiquitous and it’s oxygen – there is no greater enabler

for doing business now

• Gives rise to the always-on lifestyle and expectations for

our connectedness

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Rise of Millennials

• Grown up only knowing the Internet and the global village

• By 2025, will be 75% of the global workforce

• Digital natives vs. digital immigrants

• Different thinking about the workplace, work/life balance,

collaboration, privacy, career aspirations, role of

technology, value of knowledge, etc.

• Tech-savvy by nature – will be your power UC users, and

will drive BYOE considerations

• You have to manage other demographic groups as well,

but this is the future wave

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We’re all end users

IT

Contact center

Sales

Inside sales Credits/

collections

HR

Management

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Making BYOE work for your business


How BYOE adds value to UC

VoIP: Telephony-

centric

UC/BYOD: IT-centric

UC/BYOE: End user-

centric

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How BYOE adds value to UC

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Key Challenges

• Personal applications work better than UC apps

• Mobile broadband is defining workspaces now

• Telephony/voice losing relevance to data/text

• Internet-based innovation lagging in business space

Desired Outcome with BYOE

• User experience - intuitive and “just works”

• Ideal to strive for – get UC to behave like consumer-grade applications, but deliver business-grade benefits


What to look for in vendors

White Paper research identified eight attributes that

characterize vendors/their offerings in terms of

understanding BYOE and its impact on UC

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Key BYOE vendor attributes

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Customer/end user Benefits

• Natural/intuitive feel

• Consistent experience across all applications and environments

• Supports how people work today – not built around the PBX

Attribute/Quality

UC solution is built

from the ground-

up

Focused on

business

problems, not

features

• When vendors focus here instead of how many features their UC has, that tells you

they understand where communications truly has value for your business

• End users care about the experience, not the technology

• They relate more to the specific applications of UC than the overall concept – just

like they do in the consumer world

Focused on the

user experience,

not the technology


Key BYOE vendor attribute

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• Best way to ensure BYOE is part of UC solution

• Makes employees feel like true stakeholders are being listened to

Attribute/Quality

Involve end users

in the buying

process

UC “just runs”

• Easier said than done, but it reflects the BYOE expectation – and when met, will

accelerate UC adoption

• Also makes IT’s job easier – have fewer help desk requests

• Aside from working properly, these are core attributes that will determine UC

adoption – again, these are core BYOE expectations

• This is the direct opposite of the enterprise software experience, so the bar has

been set pretty low for BYOE to make a positive impact

UC is simple and

easy to use


Key BYOE vendor attributes

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• This is part of the consumer expectation, and when vendor does this, end users will

remain engaged over time – if UC becomes stale, they’ll stop using it

• Switching costs with UC are low, and to keep UC fresh, vendors need to make it

easy to develop and use new apps that resonate with end users

Attribute/Quality

Ability to develop

new applications

Cradle-to-grave

support

• More important to IT than end users, but this ultimately impacts the overall user

experience

• When IT can properly support UC, adoption will soar, and that’s a key area where

vendors add value


Channel partner perspective with Bob Ingrum

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Moderated discussion/ Audience Q&A


To learn more, download my White Paper

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How BYOE Drives Value for Unified

Communications

http://www.shoretel.com/resource_center/results/?content=287944331

http://www.shoretel.com/resource_center/results/?content=287944331


Thank you!

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Jon Arnold

Principal

J Arnold & Associates

P: 416-907-8659

E: [email protected]

W: www.jarnoldassociates.com

B: http://jonarnold-analyst.blogspot.com/

T: @arnoldjon

mailto:[email protected]

http://www.jarnoldassociates.com/

http://jonarnold-analyst.blogspot.com/



Understanding BYOE and How Today's User Experience Drives Value for UC

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