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Transcript of © M Parker UniComm Consulting 2014 Presence Social Networks IM and Chat Collaborative...
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
© M Parker UniComm Consulting 2014
New, better ways to do business, building on innovations from UC
What are “applications” for UC?
© M Parker UniComm Consulting 2014
Presence Social Networks IM and Chat
Collaborative WorkspacesEnhanced ConferencingVideo Options
Software-based solutions Embedded CommunicationsMultimedia /mobile IP Devices
How will you use them?
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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)
Helping individual users manage their communications
Optimizing business processeswith integrated communications
UC-U: User Productivity
© M Parker UniComm Consulting 2014
• 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
Helping individual users manage their communications
Optimizing business processeswith integrated communications
UC-B: Business Process (CEBP)UC-U: User Productivity
© M Parker UniComm Consulting 2014
CEBP: another name for UC- BCommunications-Enabled Business Processes:
“The integration of communications technologies with business processes to improve results”~ Gartner, 2006
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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?
© M Parker UniComm Consulting 2014
Before …
• Isolated process steps• High manual content• Location, network
limitations
© M Parker UniComm Consulting 2014
Now …
• Integrated to business flow• Software assisted• Uniform across locations,
networks
© 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
© M Parker UniComm Consulting 2014
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
Create UC roadmap and implementatio
n plan
© M Parker UniComm Consulting 2013
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
© M Parker UniComm Consulting 2014
Review business processes
• Goal: streamline / differentiate business processes!
• ROI comes from:1. Going faster2. Using less3. Being different
• Focus: communications in business processes
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
2. Use less
How?• Self-service• Lean Six Sigma
• Less infrastructure
DIFF %-17 %
-3 %
-10 %-20 %
100 %
© M Parker UniComm Consulting 2014
3. Be different
Differentiated solutions• Amazon• Southwest • Scottrade• Kinect• Prius
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
• Where can we go faster?• Where can we use less?• How can we be different?
Look at processes and ask:
© M Parker UniComm Consulting 2014
Create UC roadmap and implementatio
n plan
Review business
processes; select those
likely to benefit
Analyze processes to
find communicatio
n hot spots
Choose technology
options
Identify UC solutions and
value
Steps to a UC roadmap
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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”
Analyze processes to
find communicatio
n hot spots
© M Parker UniComm Consulting 2014
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”
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Create UC roadmap and implementatio
n plan
Review business
processes; select those
likely to benefit
Analyze processes to
find communicatio
n hot spots
Choose technology
options
Identify UC solutions and
value; prioritize
Steps to a UC roadmap
© M Parker UniComm Consulting 2014
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%
© M Parker UniComm Consulting 2014
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
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
Impl
emen
t
Ope
ratio
ns
Supp
ort
Serv
ices
IT, H
R,
Fina
nceTypical Network Company
Usage Profiles
Enterprise Value Chain
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
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
© M Parker UniComm Consulting 2014
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
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
TransactionCompletion
Notification Precision
Contact Success
Automate Comm.Processes
InformationDelivery
CollaborationEffectiveness
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
Enterprise Value Chain
© M Parker UniComm Consulting 2014
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.
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
TransactionCompletion
Notification Precision
Contact Success
Automate Comm.Processes
InformationDelivery
CollaborationEffectiveness
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
Enterprise Value Chain
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
TransactionCompletion
Notification Precision
Contact Success
Automate Comm.Processes
InformationDelivery
CollaborationEffectiveness
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
nceTypical Manufacturing
Usage Profiles
Enterprise Value Chain
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Market Sell Make Deliver ServiceDevelopEnterpriseSupport
Source: M. Parker; BCR Magazine June 2007
Resource Utilization
TransactionCompletion
Notification Precision
Contact Success
Automate Comm.Processes
InformationDelivery
CollaborationEffectiveness
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
nceTypical Manufacturing
Usage Profiles
Enterprise Value Chain
© M Parker UniComm Consulting 2014
• 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
© M Parker UniComm Consulting 2014
Session Topics
© 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
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:
© M Parker UniComm Consulting 2014
Value map of Lync Apps for Business
Enterprise
Dept.
Team
Individual
HorizontalBroad Use
ProductSupplement
Infra-structure
HorizontalSpecific Use
BusinessFunction
Industry-Specific
Potential Value or ROI: Low Mid
High HighestMinimal Moderate Significant Extreme
Degree of Uniqueness:
© M Parker UniComm Consulting 2014
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
© M Parker UniComm Consulting 2014
Value map of UC applications: Prior examples
Enterprise
Dept.
Team
Individual
HorizontalBroad Use
ProductSupplement
Infra-structure
HorizontalSpecific Use
BusinessFunction
Industry-Specific
Schlumberger
Care 1st
Connexus
Emerson
Global Crossing
Wonderware
Herrenknecht
Potential Value or ROI: Low Mid
High HighestMinimal Moderate Significant Extreme
Degree of Uniqueness:
© M Parker UniComm Consulting 2014
Value map of UC applications: Sample of Microsoft case studies
Enterprise
Dept.
Team
Individual
HorizontalBroad Use
ProductSupplement
Infra-structure
HorizontalSpecific Use
BusinessFunction
Industry-Specific
Potential Value or ROI: Low Mid
High HighestMinimal Moderate Significant Extreme
Degree of Uniqueness:
Many
© M Parker UniComm Consulting 2014
ShellMWHGlobal
Alec
LeedsHealthcare
MetroBank
BelfastHealth
SM Prime
VNG Jetstar
KU Leuven
Session Topics
© 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
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
CEBP or comm-enabled Business apps
Mobile applets
Portals
Workflows
Documents and workspaces
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
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 adoption
© M Parker UniComm Consulting 2014
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
HorizontalSpecific Use
BusinessFunction
Industry-Specific
Potential Value or ROI: Low Mid
High HighestMinimal Moderate Significant Extreme
Degree of Uniqueness:
© M Parker UniComm Consulting 2014
Create UC roadmap and implementatio
n plan
© M Parker UniComm Consulting 2013
Review business
processes; select those
likely to benefit
Analyze processes to
find communicatio
n hot spots
Choose technology
options
Identify UC solutions and
value
Steps to a UC roadmap
© M Parker UniComm Consulting 2014
• Review your usage profiles and workflows• Find the “hot spots”• Prioritize solutions• Put priority solutions in your modular
roadmap
So …
© M Parker UniComm Consulting 2014
Session Topics
© 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
• 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
© 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
Recap
© M Parker UniComm Consulting 2014
• 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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