Transcript Slide 1
Déjà vu All Over Again? A Look at the Future of Messaging © Communication Perspectives 2005 Marty Parker Communication Perspectives [email protected] Let’s talk about Then and Now • How we deliver value, and to whom – Our valued callers – Our valuable employees • Change dynamics – In Business Operations – In Technology Enablers • How can you take advantage of this? © Communication Perspectives 2005 2 Delivering Value to Callers • Voice mail roots are in Call Answering – Provided easy, “hard dollar” justification – Everybody needed it – The original 24-7 application • Extended in many directions – Call Routing – Information Mailboxes – Applications, including “IVR” © Communication Perspectives 2005 3 Serving Callers: Then and Now Then Now • Most people called • Responses in hours • Auto-Attendants gave self-service • Workers in offices • Systems were local • Most people write • Reponses in ???? • Self-service shifting to the web first • Workers anywhere • Systems centralized Look at Contact Centers for examples of Caller Value Metrics. © Communication Perspectives 2005 4 Delivering Value to Users • Messaging helps get the job(s) done! – – – – Power of non-simultaneous communication Power of one-to many communication E-mail is overwhelming VM (and phones?) Measured in business outcomes, sometimes • Many enhancements over the years – Networking, but only inside the enterprise – Desktop visibility, but still voice mobility – Numerous user features, within TUI limits © Communication Perspectives 2005 5 Serving Users: Then and Now Then Now • • • • • • • • • • • • Powerful TUI Urgent Messages “0” Out for help Message queues Visual Interfaces Outcalls, Paging • Voice Applications © Communication Perspectives 2005 Speed, Simplicity Caller ID Messages “Find Me”, or “bye” Folders Single in-box Notifications and Wireless devices • Portals and Business Process Integration 6 User Value Equation • 1000 user, 40 port system: – – – – Cost of Ownership: Payroll Time on Ports: Approx. Payroll Value: Transaction Value: ~$ 40,000/yr ~$ 378,000/yr ~$ 35,000,000/yr ~$300,000,000/yr • So, focus on the results, not the cost! – Can you automate, facilitate, accelerate? • Set ROI-driven spending goals – E.g. deliver 50% ROI on $100/user/year – And, back it all up with Metrics – prove it! © Communication Perspectives 2005 7 Change Dynamics - 1 • Mobility is here! – Cell phones are the dominant end point – Cell phones and wireless data are merging – Desktops anywhere – IP or Cellular • Technology arrives from the “outside” – – – – Most cell phones are user-selected, owned IM and Internet Portals set expectations SMS-type messaging is “always on” Skype is transforming VoIP © Communication Perspectives 2005 What if nobody “called”? 8 Change Dynamics - 2 • Everything is a Transaction – Portals, Contact Centers, Enterprise Apps bring process automation everywhere – And the transactions have metrics: • Most companies now operating with SLAs! • Enterprises have gone Virtual – Supply chain optimization – globally – Layered employee structures • Process Owners, employees, contractors, bidders • Presence will be used by Applications to find qualified resources without calling or polling © Communication Perspectives 2005 9 Change Dynamics – 3 • Server Consolidation is compelling • Network Integration for cost and control – Admin/AAA, Monitoring and Reporting • Minimize deployment complexity – Encourages waiting for existing suppliers • Regulatory requirements are mandatory • Security, the “gift of the Internet” • Industry Hardware and OS platforms – Cell/Wireless, PCs/Servers, IP phones • Business Continuity planning © Communication Perspectives 2005 10 Options for Your Advantage • Own the Users! – Messaging is already a logged-in experience. • Pay very close attention to the Jobs! – How does this help leverage the payroll? – How does this help transaction efficiency? • Invest specifically, not generally – Target high-leverage solutions – Use Layering on existing investments • Speech solutions; notification/mobility options – Use Workgroup transformative solutions • Desktop and Mobile portals; LCS-based apps. © Communication Perspectives 2005 11 Options for Your Advantage • Own the Devices! – Take ownership for the Cell Phones – Extend to or befriend the Blackberry community – Focus on the Microsoft OS-based mobile devices • Begin with Messaging Requirements – Notifications, headers, messages, find-me options • Extend to Transactions and Applications – Presence-based applications – Voice, Wireless or Multi-modal Portals – Stay focused on Jobs and Transactions © Communication Perspectives 2005 12 Options for Your Advantage • Own the Callers! – – – – Certainly look to update the callers’ experiences Consider integration with Web Portals Consider integration with Contact Centers Shift to “relationship-based” services • Consider options that leverage devices – – – – SMS confirmations of call receipt Scheduled callback notifications Presence-based options to optimize results “Escape to Expert” or “Transfer to Team” solutions © Communication Perspectives 2005 13 Why Is All This Important? • We can’t live in the narrow definition of “Messaging” anymore. – The changes are far too broad ranging – New approaches are overwhelmingly attractive • We need to contribute to our companies’ decisions for survival, change or growth – And speak in our Executives’ language • Action will create great opportunities – While passivity is a dead-end direction © Communication Perspectives 2005 14 Summary • • • • • • Change is here! We’ve managed change before. It’s still based on creating value! Focusing on business results pays off! Analysis and Innovation are keys. You can be in leadership positions. Thank you and All the Best! © Communication Perspectives 2005 15