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Agenda
• The changing role of IT
• UC Study: The Impact of Communications Tools on Employees
• Where UC and Collaboration projects go wrong
• Best Practices for your own UC initiative
• Scoring your organization
UC in your organization today
How many of you have rolled out some type of UC
in your organization?
• Do people call to say “UC has helped me in ways I could not have imagined”?
• Can you measure the ROI in terms the business and finance can relate to?
• If you sent a survey – where 5 means ‘a home run’ – would you score 5’s?
Our Study
We surveyed 250 IT leaders and 750 employees to determine the
impact of Collaboration roll-outs on communication habits, preferences,
and workplace satisfaction.
What we learned:
• People still like ‘Face-to-Face’ meetings
• Lots of communications tools have been rolled out
• People only use half the tools’ communication features
• Many don’t know how to use the tools available
• Usage and adoption is often an afterthought
• Most are not consulted in advance of the roll-out
• Many are just frustrated with the tool(s)
Where to start?
How do you ensure the success of a UC and/or collaboration
investment?
• Knowing what you have today
• Determining the problem you are trying to solve!
• Keeping an open mind
• Putting a plan in place to move forward
• Involving the right people
• Creating a vision for your collaboration success
The way forward
• Creating a vision
• Defining success
• Understanding what the business really needs
• Knowing who the stakeholders really are
• Ensuring usage and adoption
• Measuring success
Creating a Vision
Transformative initiatives are often not linked to the larger
company mission and vision. Many programs are rolled out
without a clearly defined vision of their own.
The way forward:
• Determine the problem you are trying to solve
• Knowing what collaboration truly means to the business
• Don’t assume
Defining Success
Most organizations don’t take the time to articulate what success
will look like at the end of an initiative.
The way forward:
• How will you measure success in 18 months time?
• Boiling it down to 3-5 “objective” measures
• Setting a benchmark for those measures today
Understanding the business needs
Because most initiatives are under tight time lines, the
business is not consulted on what they need, how they would
use it and which elements they would prioritize.
The way forward:
• Seek input from the business – not just an IT person
• Understand what the business truly needs
• Educate the business on what they may not know to ask
Knowing your stakeholders
When we hear the term “stakeholder” many of us think of the
senior leaders in the organization. The real stakeholders are
the people who will be the most affected by a new technology.
The way forward:
• List all the roles that will be impacted by the investment
• Bring your stakeholders together – listen to them
• Get them to articulate success for their roles
Ensuring Usage and Adoption
The success of transformative initiatives is dependent on how
well they move the business forward. Ironically, training is seen
as the way to educate employees on the value of the new
investment.
The way forward:
• Determine what training is required
• Ask about usage and adoption programs from your
vendor/partner
• Partner internally to build your own usage and adoption plan
by role
Measuring Success
Most organizations struggle to demonstrate success beyond,
“we rolled it out on-time and on-budget”. Many leaders
wonder why they don’t see the savings they expected.
The way forward:
• Have IT involved 3-6 months beyond roll-out
• Schedule meetings post roll-out
• Identify gaps
• Communicate success and adoption
A refresher
• Start with creating a vision
• Define what success looks like
• Listen to what the business really needs
• Determine who the stakeholders really are
• Insisting on a usage and adoption program
• Continually measure your success
Let’s get you There…
How would your organization score today?
We have articulated what collaboration success looks like
The business and IT have partnered to agree on priorities
We know who all the stakeholders are that will measure success
We have a usage and adoption plan - not just training
I feel confident that we will show true ROI from our UC investments
Helping our clients leverage their existing technology investments and maximizing the
return on new technology investments
Thank You
Agenda
• Softchoice Internal UC Journey
• Cisco UC and MS Lync: Choice = Opportunity
• Step 1.5 of the 5 Steps: Choosing Technology
We want UC… A Softchoice Story
IT to the rescue!
• Network/Telephony Team Said Cisco Voice/Video
• Implemented in IT
• Tested with IT
• Good Quality
• Line of Sight to Cost Reduction
• Deployed
• Success!!
The Good – 12 Months
• Radically Reduced Voice Costs
• Eliminated Dedicated Circuits Across the Country
• Delivered Ext Dialing Across 30 Branch Offices
• Eliminated Legacy PBX Architecture
• Migrated Voice and Video Management to IT
The Reality of Lacking Vision
We NAILED…
• Voicemail Integration
• Video Conferencing Between Key Offices
• 1 Year Success Criteria
– Implement and Cut Lines/Overhead
We Missed…
• Rapidly evolving feature sets
• User demand for advanced collaboration
• Opportunity to collaborate with partners and customers
• Elimination of 3rd Party Teleconferencing
Comparing the MS Lync and Cisco UC Portfolios
Capability Matrix
Basic Telephony X X
Desktop Phones X* X
PC Clients X X
Mobile Clients X X
Audio Conferencing X X
Contact Center X X
IM/Presence X X
Web Conferencing X X
Federation Services X X
Outlook Integration X X
Peer-to-Peer Video X X
Multipoint Video X* X
Room System Integration X* X
How do we decide… The Organizational View
Cisco Desired Features Microsoft
Large Microsoft Support
Team
Extensive Cisco Network
Investment
Lync IM and Presence
Deployed
Call Center
Limited IT Support Staff
How do we decide… The Functional View
Cisco Required Features Microsoft
HD Video – Rooms and
Computers
Microsoft Application
Integration
Multi-site Redundancy
SaaS Integration
Step 1.5
• User Types
• Current Tools
• Primary Needs
Profile your users
• Deployed
• Licensed
• Support
Profile your investments
• Apply to Vision
• Apply to Business Process
Prioritize features
• Deploy a proof of concept
• Engage Non-IT Users
Test your options
Recap
How would your organization score today?
We have articulated what collaboration success looks like
The business and IT have partnered to agree on priorities
We know who all the stakeholders are that will measure success
We have a usage and adoption plan - not just training
I feel confident that we will show true ROI from our UC investments