unify and simplify better collaboration for

19
Unify and Simplify Better Collaboration for Improved Productivity Alicia Heaton

Upload: videoguy

Post on 16-Nov-2014

331 views

Category:

Documents


0 download

DESCRIPTION

 

TRANSCRIPT

Page 1: Unify and Simplify Better Collaboration for

Unify and Simplify

Better Collaboration for

Improved Productivity

Alicia Heaton

Page 2: Unify and Simplify Better Collaboration for

Agenda

• Meridian and UCC

• Our Network of Skills and Partners

• The Value of UCC

• ROI and Getting Started

• Meridian IT Practice Areas and Services Offerings

• Questions

Page 3: Unify and Simplify Better Collaboration for

Meridian and UCC

Goals• Provide easy user access to a comprehensive, integrated solution for voice,

video, and data• Build upon and extend messaging architecture • Deliver an ecosystem of solutions• Utilize a full range of Software and Meridian IT services to provide the best

solution for our customers• Increase customer value by creating synergy between your IP Telephony or

PBX and IBM solutions• Establish an open platform for business communications and collaboration

Page 4: Unify and Simplify Better Collaboration for

Meridian IT : Collaboration, Network and Telephony

• Meridian is uniquely position to help customers across multiple telephony providers

• Sametime integrates with telephony as a technology, not just a specific implementation

• Meridian can help customers determine the best fit for them

Page 5: Unify and Simplify Better Collaboration for

Companies are looking at unified communications NOW!

rich presence

web, audio, video conferencing

unified messaging

e-mail

of companies using VoIP say they want unified communications

instant messaging

IP telephony capabilitiesWhich advanced VoIP features does your company plan to pursue in the next 12 months ?

57%

54%

37%

32%

6%

Unified communications

Integrated voicemail and e-mail

Presence information

Integration into business and productivitysoftware

Other

Source: InformationWeek Research VoIP studyhttp://www.informationweek.com/news/showArticle.jhtml?articleID=189800103&pgno=1&queryText=

$ 3.08bn Market$ 3.08bn Market

57%57%

Page 6: Unify and Simplify Better Collaboration for

The virtual workplace is here

© Copyright Nemertes Research Inc., 2006. All rights reserved

58% of IT executives consider their company to be a virtual workplace

90% of employees work in locations other than headquarters

Between 60% and 70% of employees work in different locations than their bosses

The number of virtual workers has increased by 800% over the past five years

Page 7: Unify and Simplify Better Collaboration for

Communication IS the critical-path to successful business processes

Industry App.

Embed UC tools into process to

Increase contextual collaboration

Reduce decision latency

Speed up teaming

Improve expertise contact

Improve customer service

Unified communications streamlines business processes

Current reality

CRM ERP Back OfficeSTOP

CRM ERP Industry App. Back Office

Communication/collaboration required

Exception: Who should I call?

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 sales rep?

STOP

Communication/collaboration required Communication/collaboration required

Page 8: Unify and Simplify Better Collaboration for

Use innovative technology to:

Expedite customer interactions

Anticipate customer needs

Achieve resolution on the first call

Facilitate structured interaction among individuals, teams, and organizations to:

Streamline business processes

Anticipate problems before they occur

Improve teaming

Eliminate people delay

Change the way employees interact to:

Increase individual productivity

Allow teams to collaborate across different locations

Provide access anytime, anywhere

Maintain Customer Loyalty

Improve Business Effectiveness

Increase Employee Productivity

The benefits of a UCC strategyStrengthen Business Partner Relationships

Work more closely with your partners to:

Optimize your supply chain and in turn satisfy customer needs

Ensure that they are knowledgeable about the offerings they sell on your behalf

Page 9: Unify and Simplify Better Collaboration for

Increase employee productivity

• Easily find and collaborate with coworkers?

• Find and connect coworkers with the click of a button?

• Reach any employee or supplier in real time, no matter where they are located?

What if you could…

Display employee availability presence awareness Quickly reach each other to collaborate with Click-to-

Call Locate an employee anytime, anywhere with intelligent

call routing Give employees access to voicemail, e-mail, and fax

messages on a laptop, PDA, or phone with unified messaging

You can…

For enterprises of all sizes, loss of productivity can be the enemy.

Page 10: Unify and Simplify Better Collaboration for

Improve business effectiveness

Employees are mobile—they are on the road, at customer sites, and on the move—yet they still need to communicate and collaborate effectively.

• Streamline business processes and workflow?

• Quickly identify and resolve issues through collaboration?

• Improve teaming to support smart and quick decision making?

What if you could…

Proactively identify and detect potential issues by integrating UC capabilities with core business applications

Quickly solve problems by alerting employees to customer, supply chain, or internal issues

Identify problems and brainstorm alternatives by using rich media conferencing and collaboration capabilities

You can…

Page 11: Unify and Simplify Better Collaboration for

Maintain customer loyaltyCustomers want service that is proactive, personal, and fast. If you can’t give them what they want, when they want it, a competitor will.

• Anticipate a customer’s needs?

• Notify customers the moment a product is delivered or a service completed?

• Let a customer examine a product, even though it is at a different store?

• Have customers participate in a focus group without leaving their home or office?

What if you could…

View a customer’s history before speaking to them with customer contact center solutions

Integrate communications systems with service applications to notify a customer when a transaction is complete

Integrate UC solutions with inventory databases, so a customer can check availability of an out-of-stock item at another store and view the desired product via video conferencing

Bring the focus group to your customer with rich media conferencing solutions

You can…

Page 12: Unify and Simplify Better Collaboration for

Optimizing your supply chain can increase your customer reach and improve relationships with your business partners who are critical to your success.

Strengthen business partner relationships

• Ensure that business partners are up to date on your product and service offerings?

• Identify supply chain issues and quickly address them?

What if you could… You can…

Conduct training classes with video and Web conferencing, allowing business partners to participate from their own office

Use collaboration applications to work closely with your supply chain partners to resolve issues as they arise

Page 13: Unify and Simplify Better Collaboration for

Where to start? Where UCC is getting traction

• Professional Services– Mobile high value workers accessible remotely for professional advice

• Insurance– Claims Agents have improved response times and process streamlining

• Healthcare– Improve patient satisfaction AND raise productivity/utilization of specialists

• International Bank– Leveraging ad hoc video conferencing – cultural requirement

UCC Solutions

Collaboration Acceleration

Seamless Information

Contact Management

Resource ID & Problem Resolution

Info Portal w/Communications

Dev

elop

men

tM

arke

ting

Man

ufg

Ops

Cus

tom

Car

e

Sales

Logi

stic

s

Source: Business Communications Review/ June 2007By Permission of Marty Parker, Principal© Communication Perspectives 2007Link to report

Page 14: Unify and Simplify Better Collaboration for

ROI: Why the Status Quo Must Go: The True Cost of Doing Nothing

• Key Findings: Enterprises of 1,000 people could lose $13M year in lost productivity and avoidable expense

• Latency/“waiting for information” a delay of 5.3 hours per week, average annual cost of over $9000 per user.

• Business travellers estimated 11 days per year on unnecessary or avoidable business travel or annual waste of at least $3400 per person to “synchronize teams”– 75% incurred incremental communication costs of an average annual cost of $1488.– These are the additional communications expenses on top of “typical travel expenses.“

• “Remote worker” who spent 10% of their time working from remote locations noted lack of parity in communication services with reduced productivity by an average of 7.8 hours a month

• Total lost and avoidable expense ranged from $6K (500 person enterprise) to $12K (1,000 person enterprise) per person per year using a “conservative estimate”

“Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?” Independent Insignia Research of Toronto, Canada

Copyright © Siemens Communications , Inc.. All rights reserved Full white paper available from Siemens Enterprise Network

US: www.siemens.com/us/open/ucsurvey UK: www.siemens.co.uk/open/ucsurveyDE: www.siemens.de/open/ucsurvey

Page 15: Unify and Simplify Better Collaboration for

ROI: Business value of Unified Communications

Forrester Consulting calculated 3-year risk-adjusted ROI of 563%

• Quantitative savings– Individual and workgroup productivity– Travel cost savings– Reducing the time to complete projects– Shortened sales cycles– Cost reductions for dial-in conferencing and telephony charges

• Other potential benefits:– Reduced total cost of ownership of telephony equipment, management & Administration– Reduced training expenses– Improved ability to attract and retain quality employees– Faster, better resolution of customer services issues

Forrester Consulting 2007, “The Total Economic Impact” ©

Link to report

Page 16: Unify and Simplify Better Collaboration for

Lessons Learned from engagements with Customers

• Don’t wait! UCC can deliver real business value• Quantifiable metrics – use various research studies to model• Lessons Learned

– Secure Executive support– Get LoB sponsor and quantify business benefit during pilot– Leverage lessons learned with first LoB pilot– IT and Telecommunications need to be working together– Assemble SWOT team with key stakeholders– Strong project management because several competencies required – Business cases are extremely valuable– Nothing is a ‘rip and replace’

• Speed to Implementation = Speed to Business Value– If you have good infrastructure planning and implementation – then integration is

easy and quickly extends as you grow• Simple converged desktop – with little or no training

Page 17: Unify and Simplify Better Collaboration for

How can Meridian Help

• Network of expertise– Partnerships– Internal Expertise

• Building the ROI– Let us help!

• Best of Breed Solutions– Evaluate– Implement

Page 18: Unify and Simplify Better Collaboration for

Navigating the Complex IT landscape

• Superior Relationships With Industry Leading Suppliers

• Strong Understanding of Client Business Requirements

• Meridian Group Possesses the Knowledge, Communications, & Ability to Unify IT Infrastructures – and protect them – while Maximizing Performance & Efficiency

Page 19: Unify and Simplify Better Collaboration for

Questions

Thank You!