Tuesday, Nov. 11 VoiceCon San Francisco 2008 Marty Parker, Principal UniComm Consulting, LLC

Transcription

1 Finding the Payoff from Communications-Enabling Applications Tuesday, Nov. 11 VoiceCon San Francisco 2008 Marty Parker, Principal UniComm Consulting, LLC

2 Objectives This VoiceCon Session Will: Reprise Unified Communications (UC) Apps Concepts Review Three Customer Cases of Comm-Enabling Apps Discuss the Implications and Directions of these Cases Respond to Your Questions M. Parker Principal UniComm Consulting, LLC

3 Our Three Distinguished Panelists Rick Tillotson Asst. IT Director, Telecommunications Texas Association of School Boards Tony Kaperick Communications Analyst, INX Major Automotive Products Retailer Steve White Chief Architect, KITS State of Missouri M. Parker Principal UniComm Consulting, LLC

4 What is Unified Communications? Communications integrated to optimize business processes * * M. Parker Principal UniComm Consulting, LLC

5 Unified Communications: Two Categories of Opportunity and ROI UC-U: User Productivity UC-B: Business Process Helping individual users manage their communications Enhancing business activities with integrated communications M. Parker Principal UniComm Consulting, LLC

6 Growing List of UC Application Successes In Relevant Industry Sectors Application Application Effect Business Benefits Contact Management Dramatically increase first call resolution Shorten sales/customer cycles; Increase customer satisfaction Seamless Information for Mobile Personnel Resource Identification for Problem Resolution Collaboration Acceleration Deliver information when needed without requiring time, effort by others Immediate access to right skill or knowledge; automatic follow-through Speed project completion with less effort, improved information access Speed issue resolution; reduce support costs Speed transactions; increase revenues; automate administrative tasks Eliminate delays; improve quality of result; cut meeting costs Communications- Enabled Portals Communications functions embedded at point of need Improve speed and accuracy; use best communication tools for job M. Parker Principal UniComm Consulting, LLC

7 UC Value per User per Year* UC User Productivity Value Improve Conferencing: UC - Business Process Value Increase sales via UC $3,034 Increase Utilization; Reduce Travel, Setup Time Reduce Wasted Time: contact management $1,137 Speed projects via collabo- $1,005 Lower process cost via Cut operational costs via $246 $11,875 resource ID resolution Especially for Int l calling (assumes 25% Int l calls) Reduce Admin TCO: $12,880 communication-enabled job portals Find resources via IM and Presence vs. , VM Save Toll Costs: $95,000 ration acceleration Avoid calls and messages via IM & Presence Eliminate Delays: $115,909 Drive transactions via info $43 $7,813 to mobile devices One directory; fewer servers * Based on ROI modeling and Published Case Studies M. Parker Principal UniComm Consulting, LLC

8 Our Three Distinguished Panelists Rick Tillotson Asst. IT Director, Telecommunications Texas Association of School Boards Tony Kaperick Communications Analyst, INX Major Automotive Products Retailer Steve White Chief Architect, KITS State of Missouri M. Parker Principal UniComm Consulting, LLC

9 Texas Association of School Boards Created in 1949 as a voluntary, nonprofit, statewide educational association that serves and represents local Texas school districts. TASB promotes educational excellence for Texas schoolchildren through advocacy, visionary leadership, and high quality services to school districts. We have 100% dues paying membership of all 1044 Texas school boards, a $46million budget and a staff of over

10 Our biggest business challenge? Thriving online purchasing system HR services Continuing education Very healthy investment pool Electric co-op purchasing 6,000 attendee annual meeting plus many smaller meetings Online school policy services Paperless meeting system Risk management services Executive search service Governance services Executive search services Those and more services and products are all under one roof at an organization run by and for 1044 member school boards.

11 Our box of toys Communications server: Siemens HiPath 4000 v2 (going to v4 4Q2008) Voice messaging: Siemens Xpressions v4.4 (going to v4.5 4Q2008) ACD/call center: Siemens ProCenter Enterprise v7 (upgrading 3Q2009) Call Detail Recording: Impact Technologies Call Accounting Operator Consoles/Directory: SDC IntelliDESK

12 All data servers are HP running Windows OS All routers & switches are Cisco Primary network is converged voice/data with 1 cable to desktop. All staff at main location have OptiPoint 420 IP telephones Downtown office has 2 - P2P T1 s connected to our network and also uses OptiPoint 420 IP telephones Remote/Mobile staff have OptiClient softphone available.

13 Why TASB Chose HiPath ProCenter Our small/medium call centers can now compete with the Big Boys Team Lists empower agents to quickly and easily transfer to, consult with, or conference in subject experts eliminating blind transfers We are now able to extend functionality beyond the walls to our remote workers Ease of training for agents and supervisors

14 How did our users react? Agents can now see both the status of calls in queue and the status of other agents in group With personal stats on their desktops, agents are now able to better track themselves against group targets Intuitive desktops so easy to use! Agents love the soft phone features and the ability to customize desktops

15 Where are we going? How do we get there? Microsoft Office Communicator Secure and recordable IM s Presence and collaboration Levels of collaboration IM Voice Video Web conference Documents sharing

16 Where are we going? How do we get there? Siemens Openscape Expands presence tools beyond the desk top and beyond the building Additional levels of collaboration with increasingly mobile work force and knowledge workers SOA application to smoothly tie together the power of ProCenter and OpenScape

17 Our Three Distinguished Panelists Rick Tillotson Asst. IT Director, Telecommunications Texas Association of School Boards Tony Kaperick Communications Analyst, INX Major Automotive Products Retailer Steve White Chief Architect, KITS State of Missouri M. Parker Principal UniComm Consulting, LLC

18 Starting UC Strategy with Basic User Productivity Client: a retail and distribution company in the Pacific Northwest with 425 stores, $1.7B in sales and approx. 7,000 employees Central goal: ease 500 old school, desk-bound users at corporate HQ into UC with role-specific user productivity tuning Planning started 5/06 with Phase 1 implementation 10/06 1/07, including: Click to dial for internal and external speed dials Presence, directory, call control on computer Part of handset replacement/ip telephony conversion project Phase 2 in planning stage now, includes upgrade to expanded personal communicator with: Integrated IM, presence, point to point video, web collaboration Click to dial across any application Part of upgrade project

19 Individual productivity in action Internal Suppliers Warehouse Specialty Main Team Stores Keys to success: Turned 100s of daily second manual look ups into 2 second click to dials Sharing of presence & external speed dials amongst team members Team leader involved in planning from onset Build up power users and departmental champions Focus on small yet sustainable plateau jumping Go live / initial support and training reinforcement to verify successful adoption for every user

20 Daily Problems, Simple Solutions The business problems: increasing number of products and transactions being supported in the growing number of retail stores led to intense demands on the corporate staff to maintain rapid turn around of orders and support requests staff relying on time-consuming manual look up methods for external suppliers staff cannot quickly find the right internal resources to handle phone requests, causing failure to meet company goals for timely handling o aka Resource Identification for Problem Resolution (per Communication Perspectives terminology) The solution: decrease basic look up functions by sharing list of commonly dialed numbers, especially suppliers enabling all with click to dial functionality integrate presence groupings and click to dial for internal specialists to allow rapid call handling moving progressively from user productivity level into more business process integration The benefits: reduced common external dialing by seconds per call, resulting in more productive key staff > significant impact for more than 25% of corporate office staff reduced hunting to find internal resources by 2-3 calls, resulting in more rapid customer satisfaction > applied to approximately 50% of incoming calls

21 Next Goal: Enable Click to dial quickly, in any application Call Completed Call to originator Outbound Call PBX Call Request Client Contacts Gateway Communication Gateway

22 Challenge: Changing from reactive to sustainable support 1. Technical changes are not at macro-level more in the micro, user tuning 2. More cross-functional team approach needed 3. User experience is focal point of all efforts 4. Challenges in adoption come back to needs analysis, planning at operational and technical levels INX Transition Support Level of Involvement Departmental and Location Trainers User self-help Neighbor & Peer Support Help Desk / IT Team INX Ongoing Support Major Timeframes

23 Strategic Alignment and Support Bull's-eye : Align the communications with business strategy and goals Diagram concept credit to Strategic Contact, Inc.

24 Our Three Distinguished Panelists Rick Tillotson Asst. IT Director, Telecommunications Texas Association of School Boards Tony Kaperick Communications Analyst, INX Major Automotive Products Retailer Steve White Chief Architect, KITS State of Missouri M. Parker Principal UniComm Consulting, LLC

25 VoiceCon San Francisco 2008 Finding the Payoff from Communications-Enabling Applications November 10-13, 2008 Moscone North Convention Center KITS, Inc. 2008

26 Copyright KITS, Inc KITS, Inc Oakmont Drive, Ste 100 Round Rock, Texas U.S.A Phone Fax KITS, the KITS logo, RadioConnect are trademarks or registered trademarks of Knowledgeable and Innovative Technology Solutions in the United States, other countries or both. IBM, the IBM logo, Domino, Lotus, Lotus Notes, Notes, WebSphere and Sametime and all IBM-based trademarks are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Wave and all Wave-based trademarks and logos are trademarks of Twisted Pair Solutions, Inc. in the United States, other countries or both. Other company, product or service names may be trademarks or service marks of others. The information contained in this documentation is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, it is provided as is without warranty of any kind, express or implied. In addition, this information is based on KITS s current product plans and strategy, which are subject to change by KITS without notice. KITS shall not be responsible for any damages arising out of the use of, or otherwise related to, this documentation or any other documentation. Nothing contained in this documentation is intended to, nor shall have the effect of, creating any warranties or representations from KITS (or its suppliers or licensors), or altering the terms and conditions of the applicable license agreement governing the use of KITS software. 26 KITS, Inc. 2008

27 Presentation Overview Located in Round Rock, TX IBM Advanced Business Partner Other key strategic partners include: Twisted Pair Solutions (TPS) ESRI Cisco McLane Advanced Technologies (MAT) Customers Army Texas Department of Aging and Disability Texas Office of the Attorney General State of Missouri Created commercial business unit in 2007 KITS Common Application Framework Voice, Data and Video Interoperability Operational View RadioConnect for IBM Lotus Sametime 27 KITS, Inc. 2008

28 Solution Perspective: State of Missouri State and local organizations look to US Federal agencies to define communication standards Standards Setting Ensure safety Mission success Reliability Cost effective Easy to manage Mission Critical Multi Agency Communication Multiple levels of jurisdiction (2,000+) County State Federal Volunteer Disparate Devices P25 Radios Legacy LMR Phones PC users 28 KITS, Inc. 2008

29 Challenges / Opportunities Challenges Multi device users Distributed radio users Budget / decrease costs Converged networks Extend life of investments Command and Control Disparate IP networks Topography Improved business processes Multi agency communication Opportunities Software solution Familiar UC environment COTS hardware Voice over IP LMR integration Radio integrated dispatching Customizable Extended interoperability Ears on the ground Voice applications 29 KITS, Inc. 2008

30 RadioConnect for IBM Lotus Sametime 30 KITS, Inc. 2008

31 Communications Enabled Business Process Sense and Response Initiate / Participate App 2 App N App 1 App 3 Enterprise Bus Comm Adaptor Directory s Enterprise Mgt. s Messaging s Mediation s Collaboration s Security s 31 KITS, Inc. 2008

32 Reviewing Our Key Questions: What types of business processes and applications can yield significant business benefits when integrated with communications capabilities? What are the technical challenges to implementing and running these new applications? How does an enterprise IT organization support function change as these apps come online? What strategy works best: Relying on internal development teams or external ISVs and other providers? M. Parker Principal UniComm Consulting, LLC