Is mobile truly integrated into your business?
12
UC Expo 1 03/07/22 Is mobile really integrated into your business? Vodafone Business Services
-
Upload
ipexpo-online -
Category
Technology
-
view
661 -
download
2
description
We explore how you can bring all of your communication systems together to work more effectively. We will demonstrate how one device, one number and one voice mail can really work and how by bring everything together you can save money, improve customer services and open up new business opportunities.
Transcript of Is mobile truly integrated into your business?
UC Expo1
13 April 2023
Is mobile really integrated into your business?
Vodafone Business Services
Access to information and people regardless of location
The Business World is Changing
Managing your communications so you can manage your business
Over a third (36%) of UK workers said a lack of access to
mobile email causes unnecessary stress
and conflict.
Source: Vodafone Critical Response Time Index, July
2008
49% of the working nation believe that
flexible working will change the way we
work entirely (rising to two thirds of MDs and
CEOs).
Source: Vodafone Working Nation Survey, 2008
70% of businesses say their perceptions of organisations that
do not embrace mobile working have
changed for the worse, lessening
trust, confidence and likelihood to invest.
Source: Vodafone Critical Response Time Index,
March 2009
Nearly a quarter of all businesses (23%) in
the UK have experienced security
issues because employees have used
mobile devices or laptops outside of
work in contravention of company IT
policies.
Source: Opinion Matters, 2008
Keyconsiderations
How to:Enable flexible and
remote workingWork more closely with
customers, partners and suppliers
Attract and retain talentUse technology to
deliver a superior customer experience
The implications
Changing organisational
structuresEnabling new
business modelsSupporting the
cultural shift
TherequirementSecure information
Simplified and streamlined ICT
Greater collaboration across the enterprise
New supplier capabilities
The businessneed
Reduce costIncrease productivity
Greater flexibility Improve
responsiveness
Avaya+Nortel Forum2 C3 - Confidential
13 April 2023
VideoSystems
VideoSystems
Communication Systems
Communication Systems
DataCentres
DataCentres
Communication Systems
Communication Systems
Contact CentresContact Centres
ConferencingServices
ConferencingServices
EnterpriseApplicationsEnterprise
Applications
FIXEDNETWORK
INFRASTRUCTURE
Enterprise communication
3
UC Expo4
13 April 2023
But what problems does this create?
> People use different technologies to communicate – Email, SMS, Voice, Video– Multiple addresses e.g. +447802881695,
+441283560522, [email protected]– Multiple presence states e.g. out of the office for
email, in a call, on a conf call– Multiple stores e.g. voicemail system, email
> People need remote applications access– What's the progress with our support case?– What’s the progress on our order?
> We now spend more time ‘out of the office’ visiting the people we work with– Travelling to see a customer– Travelling to see a partner
> Communicating and accessing applications is no longer simple
Mobilitystrategy
Maintainingcontrol
Increasingproductivity
Managing risk
Technology Trends
Where
How
What
Locally stored
Fixed
Voice and Data
Hardware
DiscreteDedicated
Built in house
Next generation services
Online
Mobile
Converged
Software and services
UnifiedVirtual
Managed services
Implication
More opportunities to win, retain and serve customers online
Easier, ubiquitous access to people and information
Lowering cost to operate
Easier to deploy, scale and configure as
business needs change
Simple for usersOptimal use of resourcesPartnerships to reduce
cost and reduce risk
Technology
Avaya+Nortel Forum5 C3 - Confidential
13 April 2023
UC Expo6
13 April 2023
Consider all angles, the journey to mobility!
IP EnableNetwork
Convergence
Phase Two
Mobile Integration
Extend to any user, any device
Phase Three
Unified Communications
Desktop integration
Phase Four
ConsolidateSupply
Phase One
Consolidate Simplify Innovate
Secure access
Mobile applications
Drive Productivity
Flexible Working
IP enabled
One service
Reduce Unit Costs
Simplify service
Converged Client CollaborationFoundation for UCSimplify Contracts
Some Capex investment to enable mobile
productivity
Opex Model to manage costs
Capex investment to realise savings
Free Existing Budgets to invest in Phase 2
Requiring the integration of complex components ..
Connectivity
Minutes
MPLS
SIP
Mobile broadband
Secure Remote Access
Unified Comms
IPT
Unified msg
Unified directory
Conferencing
Video conferencing
Intelligent presence
Vodafone One
Applications
Proactive contact
Self service
Voice recording
Voice analytics
Application sharing
Multi media
Mobility
Machine to Machine
Mobile voice
Mobile applications
Location tracking
Mobile email
Professional services
Consultancy
Support
Asset purchase
Financial services
Managed services
Implementation
Training
Billing
Version 1.3UC Expo 2010March 2010
7
Does this look familiar?
J Smith.VoIP…
07786..
J Smith. IM…
JSmith@email
01782..
Multiple directories Multiple services Multiple voicemail systems
JSmith VoIP/VM 121 94116…
Version 1.3UC Expo 2010March 2010
8
‘One’ Solution delivering an ‘effective, efficient and responsive’ workforce
Presence
One service
One number
One voicemail
One directory
Single directory
Unified voice
Inbound Rings all active devices
Outbound
Unified voice
Contact helpdesk
Access voicemail via 121 or Outlook
Version 1.3UC Expo 2010March 2010
9
Increase productivity | Lower overall TCO | Simplify user experience
VF 2G/3G Network
Waiting for you atthe airport…
Only $40.00/day!
Internet
MPLS With Cisco / VF Back-Up
PSTN
VF 2G/3G Network
Internet
Proactive Contact
Multimedia
Contact Centre
Self Serviceand Apps
The Complete Portfolio
Avaya+Nortel Forum10 C3 - Confidential
13 April 2023
Greater flexibility and improved customer service
We saw…greater flexibility in part time staff shift patterns, a significant extension of opening hours, a 50 percent increase in outbound dialing efficiency and dramatically
improved call forecasting”
We saw…greater flexibility in part time staff shift patterns, a significant extension of opening hours, a 50 percent increase in outbound dialing efficiency and dramatically
improved call forecasting”
• Old system had reached end of life
• Need to update contact centre technology and improve customer contact
• Need to reduce staff overheads
• Need to grow business
• Need to increase competitive edge
• Avaya Communication Manager solution
• Totalview Workforce Management tool
• Avaya predictive dialler
• Symon wallboard
• NICE call recording
• Competitive advantage• Improvement in customer service• Reduced costs• Flexible workforce• Improved reporting• Demonstrable ROI• CNA Contact Centre of the Year Award• European IT Excellence Award
Situation
Solution
Business benefits
Avaya+Nortel Forum11 C3 - Confidential
13 April 2023
New IP Network allows true business transformation
“Our vision is that staff work flexibly, balancing work life pressures and the needs of the community - satisfying these and their own requirements.”
“Our vision is that staff work flexibly, balancing work life pressures and the needs of the community - satisfying these and their own requirements.”
• Wanted fast, simple always on communications
• Needed to support their ‘Workwise’ project
• Improve delivery of citizen service
• Improve the working environment of staff
• Have an empowered and responsive workforce
• Avaya CM
• Converged IP Network
• Avaya Meeting Exchange
• Avaya One X
• Reduced costs (Delivered £1.2 million cost savings in 3 years)• True business efficiency• Empowered and responsive workforce• Increased flexibility• Higher productivity• Lower carbon footprint• Reduced administration• Improved network
Situation
Solution
Business benefits
C3 - ConfidentialAvaya+Nortel Forum12 C3 - Confidential
13 April 2023
