Embed Size (px)
Citation preview
JamesRoberstonStep Two
Design
CloudBugCloud Business User Group
@melcloudbugwww.meetup.com/CloudBug/www.facebook.com/melbbugwww.cloudbug.com.au
Tuesday8th of Sept11.30- 1pm
Networking Lunch
About Cloudbugwww.cloudbug.com.auTwitter: melcloudbugLinked In Group:Melbourne Business User GroupFacebook:https://www.facebook.com/melbbugMeetup http://www.meetup.com/CloudBug/
Rita Arrigo – President Cloudbug@rarrigo
Next Generation Portals
Bottom-up(Usage)
Top-down(Value)
Boards
lightweight collection and
sharing
Microsites
organized, contextualized
information
CodenameInfopedia
personalized knowledge gateway
Sneak Peak: Codename “InfoPedia”
the definitive sourceauthoritative knowledge structured the way your business runs
personalizedthe Office Graph provides the info you need for the task at hand
hear from everyonesimple, expressive tools with built in analytics to empower the entire company
organize | explain | connect
Graph-driven InsightsYour articles can rapidly become obsolete
It can be expensive to keep them fresh
Graph insights can help you out
By mining documents around you and your users, we can keep them relevant
Helping you find content
Computing a conditional probability
Using the Office Graph to provide predictive content
Next Gen Responsive
Design
James Roberston
Managing Director of Step Two Design
Intranet Innovation Awards now the 9th year of receiving inspiring & exciting submissions from around the world
Author of Several Books including:• Essential Intranets• Designing Intranets• What every intranet team should know
12.40 – 1.30 Networking Lunch
The Agenda
• A Fluid User Interface for Complex Contact Centre, Retail and Field Force
• SMS worked with a large Telco to deliver a next generation approach to improve customer service and enhance agent response for a 20,000 user agent contact centre across India, Indonesia and Australia.
• Using Design Thinking, and immersive observation of the current contact centre, a new User Experience Concept was developed to dramatically improve the performance of the agent.
• The prototype of the fluid UI demonstrates a mobile ready user interface with API’s to systems like Office 365 and Microsoft CRM.
• With an unstable existing system with the need to open many applications, notes being taken in Notepad and high difficulty in training agents, the new solution delivers a single interface to access all data, a unified view of client details and the ability to use machine learning to tailor the environment for agents to enable new levels new customer experience.
The GENESIS
The RESULT: Fluid User Interface based on API’s
The Layers of
Days
Years
Consumer Layer
API Management by APIGEE
System of Record
Consumption LayerMobile Experiences
Systems of Engagement
Operational & Intelligence ERP Product CatalogsCRM Data LakeData
Warehouse
Smart Canvas Analytics for Predictive Behaviors
Self Service Field Force and Retails Contact Centres
