Social Media and IT Consumerization in the Enterprise: Meet Demand and Minimize Risk. Kevin Cornwall Chief IT Enterprise Architect Avaya
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1 Social Media and IT Consumerization in the Enterprise: Meet Demand and Minimize Risk Kevin Cornwall Chief IT Enterprise Architect Avaya July 2012
2 Today s Agenda Trends Impacting Direction Choices Social Media and Business Results Consumerization and Managing Risk Closing Thoughts 2012 Avaya. All rights reserved. 2
3 Social and Business Trends Organizations face a tough economy, aggressive competitors, fragile customer loyalty, and changing demographics Return to Business Growth Generational Social Networking Mobile Living BYOD trends Cloud Virtual Worlds and Communities 2012 Avaya. All rights reserved. 3
4 Meeting The Needs Of All Your Constituents Line of Business Customer Experience Problem Resolution Increase Productivity Faster Execution IT Decrease Cost Simplify Maintenance Integrate Systems Deploy New Services End User Anywhere, Anytime Any Device, Any Modality Relevant Information Social Networking 2012 Avaya. All rights reserved. 4
5 Today s Agenda Trends Impacting Direction Choices Social Media and Business Results Consumerization and Managing Risk Closing Thoughts 2012 Avaya. All rights reserved. 5
6 Demographics Are Changing Customer Demographics are Changing with Different Customer Satisfaction Expectations Baby Boomers Generation X Generation Y Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 2012 Avaya. All rights reserved. 6
7 Customer Satisfaction Risks are Increasing Risks of Not Providing Expected Customer Experience are Increasing of consumers form an opinion about a company s image through their Contact Center interaction of Millennials [Gen X and Y] will leave after one bad experience will tell others about their poor experiences Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys 2012 Avaya. All rights reserved. 7
8 Engaging in Social Media Discussions Standard Media Thousands of items received, 30% Spam, 70% Relevant, 2% actionable and sent for handling Inbound Contact Contact Center Social Media Social Media Management Contact Routing Managed Agents & Experts Web 2012 Avaya. All rights reserved. 8
9 Today s Agenda Trends Impacting Direction Choices Social Media and Business Results Consumerization and Managing Risk Closing Thoughts 2012 Avaya. All rights reserved. 9
10 Consumerization and BYOD Today Android Apps iphone Apps Tablets in 2012 Smartphones Social Media Users Tablet market $45B by 2014 Yankee 2011 Over 80% of Fortune 100 deploying iphones and ipads Network World % of organizations permitting employee-owned devices Aberdeen % of enterprise users using consumer applications Yankee Avaya. All rights reserved. 10
11 BYOD Balancing Reward and Risk User Experience Delivering consistent user experiences across powerful devices they want to use Productivity Empowering and encouraging users, driving faster collaboration and better decisions IT Compliance Who gets on? To do what? To go where? Mobile Device Management What tools do I need to manage devices? Security Authentication? Wireless roaming? Remote access? Network Capacity Can I handle multiple devices per user and voice/video bandwidth needs? Quality of Service How can I ensure business critical applications get priority? 2012 Avaya. All rights reserved. 11
12 Collaboration Silos Drives IT Complexity Cloud Based Services and Applications Smart Phone Video Phone PC / Tablet Shared Spaces Business Apps COMPLEXITY DIFFERENT VENDORS DIFFERENT SKILLS DIFFERENT TECHNOLOGIES 2012 Avaya. All rights reserved. 12
13 Meeting Demand and Managing Risk Architectural Flexibility Consolidated enterprise-wide shared services lowering TCO Seamless multi-modal user experiences everywhere The right capabilities based on each user s profile Secure application-specific remote access (e.g. SBCs) Real-time optimized wireless networking for roaming devices 2012 Avaya. All rights reserved. 13
14 Today s Agenda Trends Impacting Direction Choices Social Media and Business Results Consumerization and Managing Risk Closing Thoughts 2012 Avaya. All rights reserved. 14
15 Avaya Approach to Enterprise-wide Collaboration Tackling Social Media and IT Consumerization Trends Standard Media Apps Collaboration Apps Social Media Apps Contact Center web.alive Web Avaya Aura Cloud Services Social Networks Service Provider s Avaya Networking (VENA) Service Providers Stores Branches Multi-vendor IP-PBXs Customers Partners Suppliers Customer Facing Specialists Mobile Collaborators Experts Back Office Knowledge Workers Service Agents Other workers 2012 Avaya. All rights reserved. 15
16 Closing Thoughts Social Media engagement allows you to meet new customers where they are Consumerization and BYOD represent opportunity and risk in empowering your workforce Architecture approach needed to meet customer and user demand while minimizing risk Meet us at Avaya. All rights reserved. 16
17 THANK YOU Kevin Cornwall Chief IT Enterprise Architect Avaya. All Inc. rights All rights reserved. reserved. 17
18 Faster collaboration, smarter decisions, better business
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