context is king! communicate & collaborate when and where it matters

© 2007 IBM Corporation

®

Context is King!

Communicate & Collaborate

When and Where it Matters

Akiba Saeedi

Program Director

Unified Communications &

Collaboration Software

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C2EBPCommunication + Collaboration

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Current Reality

Communication/collaboration required

� Exception: Who should I ring ?

� Approval: Who is available and Where ?

� Teaming: Who do we get together ?

� Expertise: Who and how do I reach them?

� Location: How do I reach the closest technician?

Unified Communications Streamlines Business Processes

Embed UCC and SOA tools into process to� Increase Contextual Collaboration� Reduce decision latency, � Speed up teaming� Improve Expertise Location� Improve Customer Service

CRM ERP Industry Apps. Back Office

CRM ERP Industry Apps. Back Office

The Need For C2EBP

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In Context:

• Your Role

• Business Applications & Processes

Communication & Collaboration ServicesWhere and When You Need Them

Presence IMVideo Calendar

eMail

Chat Room TelephonyWeb Conf

App sharing

Notifications

VoicemailCommunities

A “platform” is a crucial element in construction of UC enabled solutions� It must embody a programming model, frameworks, and cooperating components

� More importantly it must be open, extensible, and inspire a community of ISV’s & developers

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Our Vision

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…in a Lotus Sametime client

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…in a Lotus Sametime client

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…in Lotus Notes

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…in Microsoft Outlook & Office

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…in business portals

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…in LOB applications

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ecosystem of

partnersecosystem of

partners

industry knowledgeand experience

industry knowledgeand experience

technical

expertisetechnical

expertise

open and

extensible platformopen and

extensible platform

IBM’s Unified Communications & Collaboration Strategy

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IBM DELIVERED

IBM BUSINESS PARTNER DELIVERED

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Customer Examples& Use Case Scenarios

Real Business Value

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Insurance Company

� US regional mutual insurance carrier

� 175 employess� $80M annual premiums in property and casualty

� Sales through 500 independent agents

“Because Lotus has helped us tightly integrate the agents into our business processes and collaborative environment, their lives are easier— that’s a competitive differentiator.”

Chief Information Officer Insurance Group

Company Requirements

� Increase competitiveness against larger carriers

� Reduce cost, improve service & support, and build agent

loyalty

Solution

� Integrated Lotus Sametime into Web-based applications enabling real-time, contextual collaboration among Celina staff and external agents

Customer Value

� Policy turnaround time reduced from weeks to days

� 50 percent reduction in phone calls and costs due to use of IM & VoIP chat

� 40 percent reduction in head count for same volume of business due to streamlined processes

� Faster, better service to agents and their customers due to integrated systems and real-time collaboration

� Improved agent loyalty by being easy to do business with —a competitive advantage

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Company Requirements

� Speed time-critical communications in medical analysis process

� Incorporate referring physicians into radiology workflow

� Competitive differentiation in radiology solutions

Solution

� Integrate Lotus Sametime with Carestream radiology applications

� OEM/Resell Lotus Sametime in Carestream solutions

� Coalesce high volume of data, information, images

� Enable instant communication – data and voice in context of

radiology workflow

Customer Value

� Quicker diagnosis, communication of results

� Dramatic improvement in quality and cost of care

� Enables hospitals to provide better value to practicing physicians

� Better outreach to physicians/ radiologists practicing with other

hospitals or facilities

� Faster start of patient treatment

Carestream Health, Inc.

� Leading provider of medical imaging systems

� Products in 90% of hospitals worldwide

Sametime “enables real-time discussion between medical professionals both inside and outside of the radiology department, which can lead to quicker diagnosis & communication of critical results for an overall improvement in patient care.”

Michael W. JackmanPresident, Healthcare Information

Systems

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Large Public University

� 30,000 students—many of

whom commute to school

� 4,000 faculty & staff

� Large alumni population

� Continuous stream of

new matriculants

Organization Requirements� Extend the reach of campus borders to enable 50,000 users to

instantly communicate & collaborate

� Leverage current university applications, i.e. Oracle, PeopleSoft

Solution� Self provision content, communication and collaboration

services based on university processes and roles

� Process maps and user roles provided by IBM Global Technology Services consultants

� Lotus, Tivoli and WebSphere Software, pSeries hardware

� Telephony & video not initial driver but is now part of next steps

Customer Value� Improves campus experience for students and faculty

� Differentiation from other universities

� Simplified IT system administration through automation

� Individual-centric porlets simplify & personalize users access to people, data, applications within collaborative ecosystem

� Supports multiple device types, browsers, public IM networks—90% of community connect via laptops & mobile devices

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Process/Application: Insurance Claims

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Roles: Banking Agent Workspace

Profile information

Presence, click-to-communicate

Customer info from backend

banking system

Control panel to change pane views

Call controls Web conference with

integrated audio

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UC “meets” the Virtual WorldSimulated Meetings to Support Intelligence Agency Processes & Activities

Bank TransactionsWorkflow

Bringing Applications & Process into Your Familiar Collaboration ToolsPlug-In Examples

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Some Things To Think About…� Talk to your business units – what processes if done faster or more accurately will save money and drive revenue growth?

− Customer service and/or Call centers

− Sales & Marketing

− Financial services – claims processes, traders, retail branches

− Workflow/Operations

− CRM, Supply Chain, ERP

� Who Does Your Application Development?

− Application developers responsible for your applications will leverage the available tools, API’s and unified communication and collaboration services to insert into applications

− System’s Integrators/Solution Providers will create custom solutions for you

− ISV’s will provide packaged solutions w/integration to products like Lotus Sametime

− Ex. Carestream, Forterra

� What is Your Overall Unified Communications & Collaboration Strategy

− Collaboration, Telephony, Video etc….

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for easy integrationavoid rip-and-replace

YOUR timeline

flexibility

YOUR choice of trusted vendors

open platform

IBM Offers a Holistic Approach

Plan, deploy, manageSoftware, services, HW, financing

complete solution

in collaboration, communications & SOA

experience

knowledgein business process

& ROI methodologies