Transcript Slide 1

The Unified Communications
Journey
Mike Regan
Vice President, Unified IP Development
Aspect
Agenda
• The Unified Communications (UC) Journey
• How the Contact Center Fits In
• The UC Implementation at Aspect
The UC Journey
Company
Ecosystem
Cross
Function
Workgroup
Individual
Geared toward personal productivity. Individual
tasks are accomplished more efficiently.
Time
3
Individual Productivity: Examples
Eircom estimates that even with a conservative
Return of 30 minutes per week, with 1,500 employees
savings amount to $1.48 million in productivity gains.
Global Crossing estimates that the average employee saves 20
minutes a day due to more efficient communications; including time
to market on product development cycles and increased productivity
across projects.
Lifetime Products reduced overall voice mail and traditional phone
maintenance costs by $851,000 in annual savings.
Reduced TCO…IT doesn’t have to invest in or manage separate
systems for e-mail, IM, voicemail, and conferencing
(Web/Audio/Video). Voicemail costs can be reduced by 20-60%
by replacing and consolidating disparate voicemail and fax
systems with unified messaging
4
The UC Journey
Company
Ecosystem
Cross
Function
Improved collaboration between
teams. Workgroups communicate
more efficiently in both planned
and ad hoc activities.
Workgroup
Individual
Geared toward personal productivity. Makes individual’s tasks
easier and more effectively accomplished
Time
5
Workgroup Productivity: Examples
Cogan saved $300K in travel and meeting
expenses and $100K in training costs with Microsoft’s
web conferencing solution.
Renault uses unified communications to offer employees the
opportunity to work from home, saving the company potentially up
to €20 million a year.
Lionbridge reduced long-distance charges by 25% and the cost per
move, add, or change of their PBX by 90%. Telephony costs were
reduced by approximately $670,000 a year.
Lifetime Products reduced overall voicemail and traditional phone
maintenance costs by $851,000 in annual savings.
Syngenta replaced its virtual conferencing solution with Microsoft’s
web conferencing solution and cut costs by 50%.
6
Individual and Workgroup Productivity:
Benefits Summary
• Reduce travel and training costs (20-40%)
Replace internal meetings, in-person training and customer / partner visits with
LiveMeeting
• Reduce real estate and facility costs (30-40%)
Reduce office space per employee and improve space utilization with telework and
remote working
• Reduce telephony and audio conferencing charges (10-40%)
Replace long distance and audio conferencing call charges with VoIP and save the
cost of office move for phones
• Reduce the cost of voicemail (20-60%)
Replace and consolidate disparate voice mail and fax systems with unified
messaging
• Reduce IT infrastructure and administration cost (up to 50%)
Extend existing investment while optimizing IT infrastructure by consolidating
servers and multiple vendor solutions
7
The UC Journey
Company
Ecosystem
Cross
Function
Improve process performance at an
enterprise level and on a scale
beyond what is offered by personal or
group UC.
Workgroup
Individual
Time
8
CEBP: Examples
Swisscom reduced the time to generate customer proposals by up
to 20%, lowering company costs and improving its responsiveness
to customer requests.
Dow Corning employees can communicate more efficiently
worldwide. Capabilities such as presence information and video
conferencing help the company deliver better customer service.
AXA Group enables its distributed employees to react faster to
unplanned events and develop new financial products more quickly.
Care1st nearly tripled its member preventive care adherence rates
through an automated patient contact and scheduling system.
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Benefits
Portman Building Society
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
A mutual company that provides
mortgages, savings accounts, and
insurance services to 1.8 million customers
Staff of 2,500 in 149 branches– and
growing.
Portman can easily add mortgage
specialists at branches to a pool of Direct
Mortgage Contact Center advisers when
call volume peaks.
Remote knowledge workers only need a
phone, a PC and a LAN/WAN connection.
•
•
•
•
•
Generating an additional £3 million
(approximately $5.59 million U.S.)
of revenue every month
Secured more than £40 million
($74.5 million U.S.) of additional
business.
Increased number of mortgage
specialists available to handle
customer calls by 50 percent.
The company consistently hits its
goal of 80 percent of calls being
handled in 20 seconds.
Abandon rate is less than 45
percent.
©2009 Aspect Software, Inc. All
rights reserved.
10
The UC Journey
Company
Ecosystem
Extend communications outside the
company to customers and partners to
improve collaboration.
Cross
Function
Workgroup
Individual
Time
11
11
Enterprise Transformation
Capabilities
– All capabilities under Individual, Workgroup, and CEBP
– Ecosystem changes: Customer and Partner
collaboration
Benefits
– Identification of new products and services
– Collaborative development with customers and
suppliers
– New channels
12
Where the Contact Center Fits In…
13
Consumers Expect More Than Ever from the
Companies They Do Business With
• Empowered with information
• Able to voice opinion in very public forums
• Customers demand:
– Knowledgeable agents
– Immediate service
– “One-and-done” interactions
– Flexible self-service systems
– Channel choice
• They expect companies to deliver a better experience
*Source: Aspect Contact Center Satisfaction Index ™
(aspectindex.com)
Leveraging the Knowledge Worker
Unified Communications for the
Contact Center
• Extend the Contact Center across the Enterprise
– Include Subject Matter Experts (SMEs) in the process
– Leverage a knowledge base containing skills and
experience combined with Rich Presence
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Seamless Customer Service Customer and Agent Experience
Seamless
If Agent intervention is needed,
Customer
Seamless
Customer Service
Service
IDs the
selects and
the best skilled Agent and
customer
deliverstothe
call along with all of
attempts
help
thethrough
accumulated data from the
them
service session
selfself
service
Customer places
call into Contact
Center
Customer
Corporate
Agent receives call
along with all of the
relevant information
collected in self
service
Microsoft Office Communications
Server provides a dynamic list of
The agent selects the
available experts based on
required expert skill set
LAN/WAN
presence and sorted by business
they need
rules as set up in Seamless
Customer Service. The agent
can choose to interact through
IM, call the expert, or transfer the
call
The three way dialog
box pops up and the
agent can choose to
search for an expert
?
Expert
Agent
If the agent needs
assistance from an
expert, they press the
three way button on
their agent toolbar
Aspect’s Journey to Unified Communications
18
Steps Leading to the Aspect’s UC
Strategy and Deployment
• Business Case and Deployment model with
Aspect® Professional Services including
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An architectural and network design
A deployment methodology
Education and training plan
A communications plan for the company
We’re deploying Microsoft OCS R2
• 100% of employees upgraded to:
– Office 2007
– Outlook 2007
Steps Leading to the Aspect’s UC
Strategy and Deployment (continued)
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Upgrade to Exchange 2007 for UM integration
Active Directory extensions for OCS and UM
LAN assessment and upgrades where required
WAN assessment and upgrades where required
During initial pilot program
– Participants from all functional organizations
– Active participation by executive staff
– All major North American sites represented
Scope of Aspect Deployment
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•
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18 sites worldwide
100% of employees (1800+) are migrating to OCS R2
450+ employees work from home or remote offices
Representative services being deployed:
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IM and presence
- SIP Trunking
OCS R2 Attendant
- “Boss / Admin”
Peer to peer and enterprise calling (in and out bound)
Full OCS functionality for home based staff
Conferencing: Voice / Video / Web
• Aspect Unified IP integration with OCS and other
Microsoft products in our worldwide contact centers
Benefits of Unified Communications
 Soft Benefits
• Big productivity gains – significant improvement in real-time
access to employees irrespective to time and place.
• Improved sense of community across the company.
• Changes the concept of communications from calling to clickto-communicate using the best channel.
 Hard Benefits
• Reduced conferencing costs by more than 80% on an annual
spend of $1.2 million per year.
• Long distance costs reduced over 50% using SIP trunking.
• Local telephony costs reduced 50% in NA and EMEA.
• Elimination of 16 PBX and associated costs.
In Conclusion
• Unified Communications is production ready.
• If you are not formulating a Unified
Communications strategy, you are missing a
major opportunity.
• Unified Communications reduce communications
costs while improving collaboration and
productivity.
• Unified Communications creates competitive
advantage!