© M Parker UniComm Consulting 2014 Presence Social Networks IM and Chat Collaborative WorkspacesEnhanced Conferencing Video Options Software-based

Marty Parker Don Van DorenUniComm Consulting LLC UniComm Consulting [email protected] [email protected]

Top UC Applications – Now and Near FutureA Menu for Enterprise Value Creation

AYST200

• Explore applications for UC beyond basic “out of the box” capabilities

• Identify potential value for UC beyond simple user productivity

• Discover how UC can help you improve your business processes to:• Increase revenue• Lower costs• Improve customer service and satisfaction

Goal for the session

© M Parker UniComm Consulting 2014

• What are “applications” for UC?• Where do customers need UC applications? • What applications for UC are here today? • What are likely future applications?• Keys to success

Session Topics


New, better ways to do business, building on innovations from UC

What are “applications” for UC?


Presence Social Networks IM and Chat

Collaborative WorkspacesEnhanced ConferencingVideo Options

Software-based solutions Embedded CommunicationsMultimedia /mobile IP Devices

How will you use them?


http://www.polycom.com/products/telepresence_video/video_conference_systems/index.html

Add value by improving business processes and workflows:

• Remove communications-based bottlenecks

• Automate communication activities• Enrich interactions

In order to: • Go faster• Use less• Be different

What UC applications do


Process Optimizations• Rich Presence with IM• Roles / skills vs. names• Mobile information

delivery• Collaborative workspaces

Targeted to process groups

Involves system integration

Cuts costs / drives revenue

Reason to invest in change

User-oriented tools• IM with Presence• Softphones • Mobility Support• Conferencing

Generic groups (~ COS) or enterprise-wide

Saves “xx” minutes / day

“Sizzle” of IP Telephony and messaging investments

UC-U: User Productivity UC-B: Business Process (CEBP)

Helping individual users manage their communications

Optimizing business processeswith integrated communications


Process Optimizations• Rich Presence with IM• Roles / skills vs. names• Mobile information

delivery• Collaborative workspaces

Targeted to process groups

Involves system integration

Cuts costs / drives revenue

Reason to invest in change

User-oriented tools• IM with Presence• Softphones • Mobility Support• Conferencing

Saves “xx” minutes / day

“Sizzle” of IP Telephony and messaging investments

UC-B: Business Process (CEBP)



UC-U: User Productivity


• Business process optimizations

• Targeted to user profiles• Can involve system

integration• Cuts costs / drives revenue• Reason to invest in change

• User-oriented tools• IM with Presence• Softphones • Mobility Support• Conferencing

• Saves “xx” minutes / day

• “Sizzle” of IP Telephony and messaging investments



UC-B: Business Process (CEBP)UC-U: User Productivity


CEBP: another name for UC- BCommunications-Enabled Business Processes:

“The integration of communications technologies with business processes to improve results”~ Gartner, 2006


UC-U Value per user per year

Improve conferencing $3,034

Reduce wasted time $1,137

Eliminate Delays $1,005

Save Toll Costs $246

Reduce Admin TCO $43

UC-B Valueper user per year

Increase sales $115,909

Speed projects $95,000

Lower process costs $12,880

Cut operational costs $11,875

Drive transactions to mobile devices

$7,813

Case studies and ROI calculators


A sequence of related activities or tasks that serve a particular business goal.• Developing a new product• Settling an insurance claim• Repairing downed power lines

What is a business process?


Before …

• Isolated process steps• High manual content• Location, network

limitations


Now …

• Integrated to business flow• Software assisted• Uniform across locations,

networks


• What are “applications” for UC?• Where do customers need UC applications? • What applications for UC are here today? • What are likely future applications?• Keys to success

Session Topics


Top UC-B applications*1. Optimize resource utilization

2. Accelerate transaction completion

3. Increase notification precision

4. Improve contact success

5. Automate communication processes

6. Speed information delivery

7. Enhance collaboration effectiveness

*See the white paper “Capturing CEBP Value: How UC Software Delivers CEBP to Reduce Costs and Improve Results” by Marty Parker and Don Van Doren (2011). Available at www.unicommconsulting.com.© M Parker UniComm Consulting 2014

http://www.unicommconsulting.com/

Create UC roadmap and implementatio

n plan


Steps to a UC roadmap

Review business

processes; select those

likely to benefit

Analyze processes to

find communicatio

n hot spots

Choose technology

options

Identify UC solutions and

value


Review business processes

• Goal: streamline / differentiate business processes!

• ROI comes from:1. Going faster2. Using less3. Being different

• Focus: communications in business processes


1. Go faster

From To Change

Revenue

200 300 50%

Cost 100 150 50%

Expense

80 100 25%

Profit 20 50 150%

Time Period

Activity Activity

150% increase in profit with only 50% increase in cost;25% increase in expense


2. Use less

How?• Self-service• Lean Six Sigma

• Less infrastructure

DIFF %-17 %

-3 %

-10 %-20 %

100 %


3. Be different

Differentiated solutions• Amazon• Southwest • Scottrade• Kinect• Prius


3. Be different OtherAirlines

Interline bags N Y

Assign seats N Y

Change fees N Y

Serve food N Y

Sell drinks Y Y

Travel agents N Y

Airplane types One Many


• Where can we go faster?• Where can we use less?• How can we be different?

Look at processes and ask:



n plan

Review business


likely to benefit


find communicatio

n hot spots

Choose technology

options


value



The usual suspects … Collaboration-orientedNeed knowledge, ideas, creativity to complete

Transaction-orientedNeed information or approvals to proceed

OR

High volume or high valueMajor value to even slight improvements

Complex or exception-basedValue from software and info assistance

OR


Analyze business processes

• Talk to managers, workers• Review any documented procedures• Observe process when feasible; watch people work• Identify input, tasks, output• Document with post-its, flow charts, process maps,

etc.• Use “in house” business analysts, consultant,

vendor, etc.

1. Understand current process flow

• Points where communications issues create bottlenecks

• Clues: delays, reworks, wasted time and resources

2. Identify communications “hot spots”


find communicatio

n hot spots


Business process involves:• Serving or routing incoming contact requests• Finding / waiting for specific resource, skill, person• Queues (email, voicemail, tasks), especially from customers• Prioritizing, scheduling, logging responses to queues• Communication (now or future) triggered by process step• Getting approvals to continue or complete process• Consultative processes (analysis, negotiation, decision)• Collaborative processes (R&D, Marketing, HR, Legal, Management)• Calling / messaging for information, especially when mobile• Interruptions (EM, VM, IM, Call) with / for info status, query

Typical communication “hot spots”


We have seen this beforeCall centers, contact centers

• Usually with data access• Usually with agent desktop tools• Other automated services

Interactive voice response

• Defined flows and outcomes• With logic and information content• Including voice mail auto attendants


Look to the value chain

• Every enterprise has a value chain

• Usage profiles align with the value chain elements

• Value chain processes have communication steps

• Some communication steps are “hot spots” or bottlenecks

• UC applications can streamline or eliminate bottlenecks

Market Sell Make Deliver ServiceDevelopEnterpriseSupport



Source: M. Parker; BCR Magazine June 2007

ResourceUtilization

TransactionCompletion

Notification Precision

Contact Success

Automate Comm.Processes

InformationDelivery

CollaborationEffectiveness

1

2

3

4

5

6

7

R&D

Engi

neer

sM

arke

ting

Sale

s &

Supp

ort

Man

ufac

-

turin

g

Logi

stics

Supp

ort

Serv

ices

IT, H

R,

Fina

nceTypical Manufacturing

Usage Profiles

Enterprise Value Chain



n plan

Review business


likely to benefit


find communicatio

n hot spots

Choose technology

options


value; prioritize



1. Optimize resource utilization

Backbone network services• International operations and customers• Needed improved performance, customer

satisfaction• Communications hot spot: Help Desk

• Average of 5 phone calls per trouble ticket• Built resource finder into Help Desk application

• Algorithms to find best engineer for problem• Opened with IM; included trouble ticket text

Benefits • Reduced phone calls to 0.3 calls per ticket;

most resolved in IM chat• Improved customer response time by 80%• Reduced labor content by 70%




Resource Utilization



Contact Success


InformationDelivery


1

2

3

4

5

6

7

R&D

Engi

neer

sM

arke

ting

Sale

s &

Supp

ort

Impl

emen

t

Ope

ratio

ns

Supp

ort

Serv

ices

IT, H

R,

Fina

nceTypical Network Company

Usage Profiles



2. Accelerate transaction completion

• Backbone network services• International operations and customers• Needed improved performance, customer

satisfaction• Major problem area: Help Desk

• Average of 5 phone calls per trouble ticket• Built resource finder into Help Desk application

• Algorithms to find best engineer for problem• Opened with IM; included trouble ticket text

• Benefits • Reduced phone calls to 0.3 calls per ticket;

most resolved in IM chat• Improved customer response time by 80%• Reduced labor content by 70%

Manufacturing operations software

• 125,000 manufacturing plants globally• Communications hot spot: repairing

outages or slowdowns in production process

• Integrated OCS/Lync directly into their product• Alerts and communications in the process flows

Improvements • Faster responses reduced downtimes

• Increased capacity of the plant• Reduced assets per unit of production

• Better team communications lowered labor costs• Less wait time• Utilized expertise anywhere in company network


http://global.wonderware.com/EN






Contact Success


InformationDelivery


1

2

3

4

5

6

7

R&D

Engi

neer

sM

arke

ting

Sale

s &

Supp

ort

Man

ufac

-

turin

g

Logi

stics

Supp

ort

Serv

ices

IT, H

R,

Fina


Usage Profiles



http://global.wonderware.com/EN

3. Increase notification precision

Local electric utility • Customer owned in Minnesota, USA• Communications hot spot: Labor-intensive

response to outages; typically 60-90 minutes

• Automated crew contact application• Candidate employees per rules• Calls/responses via Lync IVR functions

• Typical completion: 10 minutes; minimal labor

• App developed by Avtek, a Microsoft Gold Partner

Improvements • Shorter time to restore services• Operators can focus on customer calls • Fair and consistent for power line

technicians © M Parker UniComm Consulting 2014






Contact Success


InformationDelivery


1

2

3

4

5

6

7

R&D

Engi

neer

s

Mar

ketin

g

Sale

s &

Supp

ort

Impl

emen

t

Ope

ratio

ns

Supp

ort

Serv

ices

IT, H

R,

Fina

nceTypical Utilities

Usage Profiles



4. Improve contact successNutritional supplements

• Service to healthcare practitioners• Expanded to multiple locations• Communications hot spot: long response

times; customer dissatisfaction• Found hosted contact center solution:

• Clarity Consulting• OCS/Lync Platform

Improvements • Improved response times 66%• Costs down by >67%• Natural, comfortable for employees• Agent utilization up 10-20%• Agent attrition rates down

Incoming calls show up on contact center agent’s PC.

Managers see summaries of contact center activity.


5. Automate communication processes California / Arizona HMO

• 360,000 California members • Many Medi-Cal recipients• Initial Health Assessment (IHA) required• Automated appointment process using OCS/Lync• Communications hot spot: labor intensive

appointment scheduling

Compliance without cost • System calls patients to schedule IHAs• System accepts patient calls, responses• Decision-tree app to:

• Schedule or defer appointments• Prep for appointments

• Avoided costly staff additions• Differentiated service offering







Contact Success


InformationDelivery


1

2

3

4

5

6

7

Chie

f of

Serv

ice

and

QA

Mar

ketin

g

Sale

s &

Supp

ort

Staffi

ng &

Facilit

ies

Clin

ical

Staff Pa

tient

Serv

ices

IT, H

R,

Fina

nceTypical Health Clinic

Usage Profiles



6. Speed information delivery€1B tunneling tech company

• 3,800 employees, globally deployed• Field maintenance is key to performance• Communications hot spot: multiple cell

callsto find repair parts

• Major cell phone costs • Produced IM Bot for parts location, delivery

Improvement• Speeded the maintenance process

• Increased uptime• Shortened project completion• Reduced project costs

• Slashed international cell phone bills• 50% reduction in cell charges


http://www.herrenknecht.com/index.php?id=353

http://www.herrenknecht.com/herrenknecht-ag-en/business-units.html






Contact Success


InformationDelivery


1

2

3

4

5

6

7

R&D

Engi

neer

s

Mar

ketin

g

Sale

s &

Supp

ort

Man

ufac

-

turin

g

Logi

stics

Supp

ort

Serv

ices

IT, H

R,

Fina


Usage Profiles



http://www.herrenknecht.com/index.php?id=353

7. Enhance collaboration effectiveness Global oilfield services company

• $42 Billion revenues, 118,000 employees, 85 countries

• Natural resource exploration services• Expensive exploration assets• Optimize speed and completeness

• Communications hot spot: time required to share exploration data

• Built collaboration into “Petrel” software• Access expertise immediately• Accelerate analysis and completion

Improvement• Up to 25% shorter exploration time per site

• Reduced asset cost per exploration• Reduced labor content per exploration

• Competitive differentiation• 50% reduction in cell charges


http://www.slb.com/






Contact Success


InformationDelivery


1

2

3

4

5

6

7

R&D

Engi

neer

s

Mar

ketin

g

Sale

s &

Supp

ort

Man

ufac

-

turin

g

Logi

stics

Supp

ort

Serv

ices

IT, H

R,

Fina


Usage Profiles



http://www.slb.com/

• Analyze your business processes• Look for communications hot spots and

bottlenecks• Determine which can be solved using UC

methods

Recap: How you find UC applications


Session Topics


• What are “applications” for UC?• Where do customers need UC

applications? • What applications for UC are here

today? • What are likely future applications?• Keys to success

Value map of industry “UC” applications

Enterprise

Dept.

Team

Individual

HorizontalBroad Use

ProductSupplement

Infra-structure

HorizontalSpecific Use

BusinessFunction

Industry-Specific

IP-PBX Or Lync EV

Presence

CellularMobility

CollaborativeWorkspaces

CampusMobility

SystemMonitoring

CEBP

Audio/Video/Document

Conferencing

UC DeviceClients

ContactCenter

MPLS/IPBackbone

SIPTrunks

Video RoomSystems

Skills Search

Potential Value or ROI: Low Mid

High HighestMinimal Moderate Significant Extreme

Degree of Uniqueness:


Value map of Lync Apps for Business

Enterprise

Dept.

Team

Individual

HorizontalBroad Use

ProductSupplement

Infra-structure


BusinessFunction

Industry-Specific





Recording &Compliance (11)

Billing &Reporting (5)

Collaboration(4)

Features(8)

Features(20)

Conferencing(3)

E-Learning(2)

WorkflowApps (6)

WorkflowConnectors

(8)

ContactCenter (36)

“Lync in the Contact Center: Understanding the Different Offerings in the Market”

Contact Center Apps in Separate Session

Don Van Doren Date: Thursday, February 20Time: 10:45 AM - 12:15 PM Room: Copperleaf 1 Session Type: Breakout Session Code: PLAT102-R Level: 100 - Business-level


Value map of UC applications: Prior examples

Enterprise

Dept.

Team

Individual

HorizontalBroad Use

ProductSupplement

Infra-structure


BusinessFunction

Industry-Specific

Schlumberger

Care 1st

Connexus

Emerson

Global Crossing

Wonderware

Herrenknecht





Value map of UC applications: Sample of Microsoft case studies

Enterprise

Dept.

Team

Individual

HorizontalBroad Use

ProductSupplement

Infra-structure


BusinessFunction

Industry-Specific




Many


ShellMWHGlobal

Alec

LeedsHealthcare

MetroBank

BelfastHealth

SM Prime

VNG Jetstar

KU Leuven

Session Topics





Go faster Use less Be different

CEBP or comm-enabled Business apps

Mobile applets

Portals

Workflows

Documents and workspaces

B2B peering / federation / social Supply chain and partners

Customers and clients

UC device client adoptionComposite user experience

Likely future applicationsGo faster Use less Be different


Mobile applets

Portals

Workflows




Mobile applets

Portals

Workflows






Mobile applets

Portals

Workflows




UC device client adoption


CompositeUser Experience

Peer/Federate with Supply Chain

Clients, Customers

UC DeviceClient Adoption

EmbedComm in

Web Portals

ReduceReal-timeComm in

Workflows

OptimizeComm in

Workflows

EmbedComm in

Mobile Apps

UC as anApplication

ServicePlatform

Value map of likely future UC applications

Enterprise

Dept.

Team

Individual

HorizontalBroad Use

ProductSupplement

Infra-structure


BusinessFunction

Industry-Specific






n plan


Review business


likely to benefit


find communicatio

n hot spots

Choose technology

options


value



• Review your usage profiles and workflows• Find the “hot spots”• Prioritize solutions• Put priority solutions in your modular

roadmap

So …


Session Topics





• Engage business units and users• Create innovative solution designs with accurate

specs• Implement in progressive sequence• Use trusted Microsoft Partners based on

accomplishments• Use metrics and feedback in solution design and

creation• Support and monitor rollout, adjusting as

appropriate

Keys to Success





Recap


Questions?

• Marty Parker• UniComm Consulting

LLC• [email protected]

om

Top UC Applications – Now and Near FutureA Menu for Enterprise Value Creation

Don Van DorenUniComm Consulting [email protected]

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