Transcript Copyright 2007 The Unified-View

Who In The Enterprise Needs UC
First?
The User Perspective
By Art Rosenberg, The Unified-View
[email protected]
Copyright 2007 The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
UC From the End User Perspective
• Multimodal communication devices
• Wireless mobility and personalization
• Business and personal communications
• Business process applications contact people
• People productivity – Individuals, Groups
UC needs will be different for individual users, independent of
the business processes they support (Personalization)
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
“It Takes Two to Tango” –
More to Communicate in a Business Process
• Contact initiator
– Initiator’s modality choices for communication vs. recipient’s
– Automated business application or person
• Contact Recipient(s)
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Response to real-time attempt
Response to asynchronous messages
Screening contacts, managing priorities
Person-to-person vs. multi-party conferencing
Specific recipients or anyone qualified or available
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
The Complex World of Converged,
Multimodal Business Communications
• New converged network and application infrastructures
• Access security and authentication – New domain of concern
• New contact modalities - e.g., Real-time text messaging, video, pictures, mobile access,
information exchange, “Push-to-talk,” “click-to-call,” etc., Device dependent
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Information exchange between people - Attachments, links
Contact Initiators and Recipients – One hat, different needs
Business process priorities – Impact on user priorities
Automated applications – Proactive contact with people
More Communication productivity – Micro and Macro Productivity
Privacy vs. contact “intelligence” – Presence management
Multimodal devices – Software clients; desktop, portable, personalized handheld; Crossmodal,
transmodal communication flexibility; personalized, device independence
• Hosted application services vs. CPE/CPS – “Try before buy”
• New multimodal business contact etiquette?
Multimodal UC is not just your father’s
telephone or message system!
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
UC Modalities
• Contact role
– Contact initiator
– Contact recipient
• Time modalities
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Real-time
“Near” real-time (Immediate notification)
Asynchronous
“Push”/”Pull” message delivery
• User interface and content (media) modalities
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Voice
Text
Video
Combinations
• Device modalities
– Desktop (Fixed, portable, kiosk)
– Handheld
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
UC Modalities
• Connectivity modalities
– Wired
– Wireless – Wi-Fi, cellular
• Usage service modalities
– Enterprise system
– Hosted service
– Combination
• Endpoint device personalization modalities
– Enterprise business contact address/ business process application clients
(Extension to cellular, “One- #” svc, Wi-Fi, Wi-Max, Fixed-Mobile Convergence)
– Personal, consumer contacts (Carrier services)
• Information exchange modalities
– Attachments
– Web links
• Presence Modalities
– Real-time availability contact options
– Non-real-time message delivery options
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
The People in a Business Process
• Different people in the same organization (same or
different locations)
• Different people in other organizations and locations
• “Customers” who may be anywhere
All of the above need to communicate
efficiently to more quickly resolve a
business process issue!
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Metrics for Communications Productivity
• Micro-productivity = Individual time efficiency
– May reduce costs
– Contributes to productivity of various business processes
• Macro-productivity = Group contact efficiency
– Affects business process task completion time
– Includes performance of all involved end users and any
automated business applications
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
What Will UC Do For End Users and
Business Processes?
Greater communication flexibility/efficiencies for people
• Enable users to switch modalities of contact dynamically
(“Crossmodal,” “Transmodal”) as needed
• Give initiators contact “intelligence” (Presence) to be more efficient
• Make recipients more contact accessible in more ways
– Enable recipients to be more responsive to messaging
• Improve business process performance
– Increase efficiency of people communication components
– Reduce process “time overhead,” costs of business processes
Bottom line? – Reduce “contact latency,”
maximize people productivity, more efficient business processes
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
What Will Device Mobility Do For End Users?
• Makes people more “virtual”
– Mobile devices make people real-time accessible for all contacts
(people, applications)
– Device form factors will limit mobile “work”
• Device mobility, coupled with multimodal flexibility, increases both
initiator choice and recipient accessibility
– Personalized devices, software clients
• Converges need for business and personal contacts on one
device
– Separate contact access (dual addressing)
– Separate contact management as recipients
– Need network interoperability
Bottom line? – Communicate anyhow, anywhere, any time
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
What Will “Presence” Management Do
For UC Users?
• For contact initiators
– Real-time accessibility, availability of recipients, modality -contact
intelligence
• For contact recipients
– Access control, flexible response
• For automated business process applications
– Similar to human contact initiator – “intelligence”
“Federation” needed across enterprise and public service network
boundaries
(Person-to-person, Groups)
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Where Do Speech User Interfaces Fit?
• Speech recognition and TTS for User Interfaces, context
conversion
• Part of multimodal interface flexibility
• Traditional phone callers and self-service applications
• Situation dependent (Hands-free, eyes free)
• Particularly useful for multimodal, handheld mobile devices in
dynamically changing environments – speech input, visual or
speech output
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Does Everyone In the Enterprise Need
UC?
Ultimately, yes, but for both business and personal
needs, different for each user!
Greatest values to end users are
ANY time-critical contact situations:
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A business issue notification/response need from a person or
business process (Internal, Partner, Customer)
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A service notification/response need, which may be
business related (e.g., flight cancellation,)
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Personal emergency notification/response from family, friends
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Where Do You Start Your Enterprise
UC Migration Planning?
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Highest costs?
Which business process applications?
What contact problems?
What ROI needs?
Which users? How many?
Which devices?
Which communication infrastructures?
Which providers (Networks, CPE, communication applications,
business applications, hosted services)?
Do your homework!
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Do You Know
What Your Users Do Now?
• What business processes are they involved in on a regular
basis?
• Are any of them customer-facing or customer-related?
• How important is their role in the process?
• What communication devices and services do they use and how
much?
• Who do they communicate with on a regular basis for time-critical
business process issues?
• What contact problems do they experience the most, both as
contact initiators or as contact recipients?
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Where Are Your UC Migration Priorities?
• High-value business process tasks that are often time-sensitive
• High-volume business processes that involve many people and
their task productivity
• The key users associated with a high-value process
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Specific individuals
Anyone in a group
At specific locations or anywhere
Within the organization or outside (Partners, Customers)
• The UC capabilities that key users need to be most flexible and
efficient, as initiators or recipients, to support business process
task performance
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
“Customer Contact” Business Processes
• Customers are special
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Customers are high-priority business contacts
Generate revenue
Control their own communications
Customers are becoming multimodal and mobile
• UC ROI for Customer-facing Contacts
– Customer “Productivity” – Satisfaction, retention
Give them what they need, don’t waste their time!
– Cost Reductions – Flexible, live assistance staffing; Integrate with
self-service applications, automated notifications
– Staff productivity – Flexibility for efficient, collaborative access for
First Contact Resolution (FCR)
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
What Are Your Users’ “UC Profiles”?
Today
• Job responsibilities
• Contact responsibilities, activities and needs - Problems
• Value to business processes and enterprise – Priorities
Tomorrow Will Change
• Benefits from wireless mobility
• Benefits from UM
• Benefits from UC
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida
Summary
• Personalization and convergence of business communications –
Multimodal devices, mobility, business and personal contacts
• Business process performance depends on contact efficiency of all
users involved in the process – Macro-productivity vs. Microproductivity
• People are both contact initiators and contact recipients, but UC
needs for each modality must be personalized
• Automated business applications are also contact initiators
(directly or indirectly)
• Migrating to UC needs to be selective, based on the value of
business processes and the personalized communication needs of
the individuals involved in those business processes.
Copyright 2007-The Unified-View
January 23-26, 2007• Ft. Lauderdale, Florida