©2011 IBM Corporation

Living Social With

Unified Communications

July 20, 2011

Jacques PavlenyiMarket Segment Manager

IBM Collaboration SolutionsTwitter: @mediamutt

Blog: mediamutt.typepad.com

© 2011 IBM Corporation

WebConf

IM

EmailUM

Collaboration Communications

Phone

Video

SMS

AudioConf

Profiles Microblogs

Blogs Wikis

Social

Social UC brings together communications tools with social collaboration

SocialUC

© 2011 IBM Corporation

Businesses are changing how they communicate

Do you notice anything missing

in this sign?

© 2011 IBM Corporation

New forms of communicating are going mainstream

© 2011 IBM Corporation

Consumers are blending social networking with VoIP

© 2011 IBM Corporation

Enterprises are also looking for ways to securely find and connect inside and outside the firewall

Consumers Enterprise

© 2011 IBM Corporation

Generational shifts unleash different work styles

Mid-career workers(Age 35 - 50)

Mid-career workers(Age 35 - 50)

New generation(Age < 35)

New generation(Age < 35)

Wisdom InnovationExperience

E-MAILTELEPHONE

INSTANTMESSAGING

SOCIAL NETWORKINGVIDEO & MOBILITY

Older workers(Age > 50)

Older workers(Age > 50) % %

%

© 2011 IBM Corporation

Social Business AGENDA

8

Align Organizational Goals & Culture

Gain “Friends” Through Social Trust

Engage Through Experiences

Network Your Business Processes

Design for Reputation & Risk Management

Analyze Your Data

Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press

© 2011 IBM Corporation

Social Business AGENDAwith Unified Communications

9

Align Organizational Goals & Culture UC: IM and Presence

Gain “Friends” Through Social Trust UC: Community Tools

Engage Through Experiences UC: Video, Web, and Telephony

Network Your Business Processes UC: Business Partners and CEBP

Design for Reputation & Risk Management UC: Compliance and Archiving

Analyze Your Data UC: Analyze data to improve operations

© 2011 IBM Corporation

IBM is Living Social with UCCombine online meetings with video to build social trust

Who:– Sandy Carter, IBM VP Social

Business, Collaboration Solutions Sales and Evangelism

Challenges:– Injury prevented travel, but still needed

to meet with important clients

Traditional Solution:– Audio conference– Emailed presentation

A Better Way:– Hosted an online meeting for the

presentation materials– Added video to see participants live– IM and Twitter for Q&A and sidebar

conversationshttp://bit.ly/pphf6k

© 2011 IBM Corporation

IBM is Living Social with UC IM with mobile apps improves customer sat

Who:– Rick Schonbrun, WW Business Unit Executive

Challenges:– Needed to address a unique technical question

during an exec briefing in Europe

Traditional Solution– Wait until late afternoon European time to reach a

development resource in the US– Locate an expert, find their mobile number– Connect to the IBM network and send an email or

Sametime instant message– Respond to the customer following business day

A Better Way– IM the lead technical architect from mobile phone– Explain the question in real-time, follow up to the

customer with fast answer and new questions

© 2011 IBM Corporation

IBM is Living Social with UCSkillTap and broadcast communities build your network

Who:– John Del Pizzo, IBM Director UC Solutions

Challenges:– How do I get my new iPhone on the IBM

VPN?

Traditional Solution– Call Help Desk (wait...not yet supported!)– Ping friends – Search internal websites

A Better Way– Search Forums (but I need immediate

gratification!)– Wait! I'll ask iPhone broadcast community– Community Members receive a Sametime

request and choose to respond– Had 10 answers in under 30 seconds

© 2011 IBM Corporation

Who:– Karl LaWall, IBM WW Sales Leader

Challenges:– Need to support a field team trying to

demo capabilities in customer meeting

Traditional Solution:– A presentation with screen shots– Send an email asking for help the day

before– Focus on the (boring) basics

A Better Way:– Recruit 5 always-on “demo buddies”

beforehand and added them to Buddy List– Send a real-time request to Demo Buddies

while at client site to join demo meeting– Showcase capabilities in real time with real

experts from across the world

IBM is Living Social with UCLeverage extended network to create compelling customer demos that build trust

© 2011 IBM Corporation

IBM is Living Social with UCBuild a stronger Business Partner community

Who:– Marlon Machado, IBM Product Manager

Challenges:– Facilitate better communication between

IBM and BPs, and between BPs– Showcase latest technology to the

broadest audience possible

Traditional Solution:– Regular switchboard conference calls– Email for newsletters and responses– Static web pages and pre-recorded demos

A Better Way:– Open testing community cloud service:

IBM Greenhouse– Use web-based IM, meetings and

Communities to connect with each other and with IBMers (no client SW needed!)

© 2011 IBM Corporation

IBM is Living Social with UCFind-Me, Follow-Me #s builds trust and closer relationships

Who:– Kim Artlip, IBM WW Business Unit Executive

Challenges:– Needed to stay in telephone contact with key

customers while traveling overseas

Traditional Solution– Provide customers with 2-3 different telephone

numbers (each with voice mail) – creating “phone tag” and “voice mail jail”

– Pay significant roaming charges to receive mobile calls while traveling overseas

– Receive unexpected calls during late night hours due to time zone differences

A Better Way– Use one unified telephony number– Use geographic location and time of day to

create rules to route calls to preferred device

Create flexible rules to

route calls between devices

© 2011 IBM Corporation

Travel: $1.3M/mo

$8M/mo

Savings at IBM...Savings at IBM...

Telephony:1M+1M+Daily page views onDaily page views on

internal social networkinternal social network

15m15mDownloads of employeeDownloads of employee

generated videos / podcastsgenerated videos / podcasts

17,00017,000Individual blogsIndividual blogs

Internal instant messages every dayInternal instant messages every day50,000,00050,000,000

Telephony:

IBM is Living Social with UC Saving Money!

© 2011 IBM Corporation

It’s about trusted relationships

It’s about the task, not the tool

UC is the “action” in a Social Business

Key takeaways

The benefits are real

© 2011 IBM Corporation

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