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David Starkey's presentation - University of Portsmouth

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					           Portsmouth Business School
   Centre for Enterprise Research & Innovation
Strategies for Effective Communication




              Presenter: David Starkey
Players in Unified Communications
There are quite a number of companies
providing some sort of unified
messaging or communications system
to clients, but the leaders with vision
can be found here. . .
Players in Unified Communications
There are quite a number of companies
providing some sort of unified
messaging or communications system
to clients, but the leaders with vision
can be found here. . .

Cisco

Microsoft

Siemens

Alcatel

Nortel
Players in Unified Communications
We will look at just two. . .

Cisco

Microsoft
The Power of Unified Comms!
1. Presence
2. Preference
3. Messaging
The Power of Unified Comms!
1. Presence
2. Preference
3. Messaging
The Power of Unified Comms!
1. Presence
2. Preference
3. Messaging
The Power of Unified Comms!
1. Presence
2. Preference
3. Messaging
The Power of Unified Comms
1. Presence
2. Preference
3. Messaging
   a) Phone
   b) Video
   c) Email
   d) Instant Messaging (IM)
   We know how we should message
   colleagues, and by what means. . .
The Promise of Unified Communications (Insurance)
                         This insurance agent would like to settle her
                         clients’ claim at their storm damaged house.
                         But she can’t connect with her firm’s back office
                         servers, and also can’t find an available adjuster
                         to authorise payment.
                         She therefore cannot settle the claim there and
                         then, and must make a second or even third visit.
                         The result?
                         Unhappy clients. . .and an opportunity to build a
                         bond with the claimants is lost.

       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
The Promise of Unified Communications
                 With Unified Communications in place, the insurance
                 agent can connect with her firm’s back office servers,
                 and she knows which adjuster is available to authorise
                 a payment – her Blackberry shows her which adjusters
                 are available, and by what means.
                 She emails him a copy of the claim form she has
                 completed, and photos of the damage. He sees the
                 damage, and can confirm the clients have a valid
                 insurance policy. She pays the claim.
                 The result?
                 Happy clients. . .and new loyalty to the insurers.

       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
The Promise of Unified Communications (Plumbing)
                            The client’s pool pump is venting water all over
                            her yard, flooding it before a party.
                            She rings her service company for help, gets put
                            on hold, and when she gets through, the helpdesk
                            technician doesn’t know where his service
                            engineers are, or have any way of reaching them
                            He just gets their voicemail when he rings them.
                            Result?
                            An unhappy client, a flooded yard, no party, and
                            no future orders from that client.
                            Is there a better way?
       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
The Promise of Unified Communications
                 When she rings, the client is given a priority ‘Urgent’
                 response to make, which connects her to the helpdesk
                 straightaway.
                 The technician tells her there is a manual shut off pin she
                 must engage to use the shut off handle. He messages a
                 pump diagram to her, and she finds the pin.
                 With the water off, the party is back on!
                 She asks the helpdesk technician if the service engineer
                 can bring an accessory with him when he visits to do a
                 permanent repair. The technican can see the accessories
                 carried by each van in real time. Yes, the required
                 accessory is on board – and another sale is made!
       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
The Promise of Unified Communications (Health)
                            A hospital doctor would like a second opinion on
                            an MRI scan, but he is unable to find a consultant,
                            and doesn’t have access to other consultants
                            currently at home.
                            Result?
                            Patients get diagnosis delays, and the hospital
                            bed is still unavailable.
                            Hospital staff are frustrated
                            Patients do not get the treatment they deserve.
                            Is there a better way?

       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
The Promise of Unified Communications
                           There is!
                           The doctor can see from his
                           Unified Communications Interface
                           that consultant Mr Chan is on a
                           call, so sends him an Instant
                           Message. Mr. Chan sees he is
                           wanted, and ends his call.
                           The doctor shows him the MRI scan
                           via a video link to Mr. Chan’s home
                           PC, and they videoconference to
                           diagnose the patient’s problem.
                           The dark spot is an MRI artefact,
                           and nothing to worry about.
                           The patient is discharged, the bed
                           is regained, the doctor and patient
                           are happy, and the consultant gets
                           a round of golf!
       http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
Cisco UC Systems
‘The Promise of Unified Communications’ can be viewed at. . . (click the ‘play’ button)




           http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)
Microsoft UC Systems
Microsoft have a Unified Communications solution based around Office 2007, Office
Communicator, Live Communications Server, Live Meeting & SharePoint Portal Server




             See: http://www.microsoft.com/UC/Demos/UC_DemoOverview/index.html
Cisco MeetingPlace & Cisco Videoconferencing Manager




                      I could tell you about these systems
                      for collaborating online. . .
                      . . .but it’s so much better if you see
                      it for yourself!
Run the Video. . .
Unified Comms offers a challenge for Managers. . .
Significant increases in staff productivity are possible, but this is at the
expense of the staff who have become more flexible.
Managers not only need to think about planning for the hardware and
software to make Unified Communications a reality. . .
. . .they also need to think how they can reward and motivate staff to work
flexibly, and so see a return on the investment required.
Introducing Unified Communications is about using the best choice of
media to deliver messages to the right people, who can be found because
their presence is known, and have a preferred means of contact.
Unified Communications open up a new world of nigh quality video on
demand to any device, anywhere. For this University, this means distributed
and distance learning for students as if they were on campus.
With Unified Communications. . .the WORLD is our campus!
End of Presentation
Thanks for Listening
  Any Questions?

				
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posted:10/22/2011
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