How Real Does It Get?Fikri Fırat

Collaboration Services Specialist Garanti Technology

Business Processes

Tasks

Collaboration Tools

$$$$$

Walter Wriston, Citibank former CEO

“Information about money is more important than money itself”

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How unified is UC?• UC tools are still standalone

• No context about business is passed between different UC tools, and they don’t add up

• Nature of communication is designed as one-time, with limited access for review

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MAIN DRIVERS OF ADOPTION• Cost savings (HIGH Score)

• Make business processes simpler and faster (1)

• Facilitate customer satisfaction without face-to-face meetings (2)

• Improved productivity (3)

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redesign needed• Nice-to-have vs. Must?

• Extra&Optional vs. Core&Main

• Business process centric vs. Customer centric approach

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?

communication in center• Rethink your process so that it starts with

communication

• Store and reuse context generated within the session

• Recursively evaluate outcomes

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WHEN TO FIGHT BACK• Played with SDKs to integrate WebRTC into apps

and discovered use cases

• Investigated the natural progress of customer visits and identified key problems

• Made use of every business context that is exchanged during a session

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How to win the game• Invest/encourage staff to acquire software skills

• Resolve use cases where communication is the root cause of the problem

• Tinker around passing and using context between different tools

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Three main takeaways

Invest in APIs

Encourage STAFF to acquire software skills

Showcase In-APP Communications to Business/process developers

Thank You

References(1) The way we bank now: Help at Hand, British

Banking Association & EY, 2016

(2) Trend Report : The impact of virtual collaboration in the financial services industry, PGI, 2013

(3) Unified Communications Report, PwC, 2015

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