cios delivering enterprise intelligence

November 2009

BT Global Services

Supporting CIOs to deliver Enterprise Intelligence

Survey MethodAll figures, unless otherwise stated, are from the BT Global Services Enterprise Intelligence survey, conducted by Datamonitor Ltd. Total sample sizes were 274 CIOs and other senior corporate executives in 12 countries and 2,476 employees who use corporate IT systems in 13 countries. Fieldwork was undertaken between 1 September 2009 and 30 September 2009. The survey was carried out online. The results are unweighted. The countries included were:

CIO/Senior Executive SurveyAustralia

Benelux

Brazil

China (incl. Hong Kong)

France

India

Singapore

Spain

Sweden

Switzerland

UK

USA

IT Systems User Survey Australia

Benelux

Brazil

China (incl. Hong Kong)

France

India

Singapore

Spain

Sweden

Switzerland

UK

USA

Contents

9 Learning to listen to customers

Page 16-17

10 Security in the cloud

Page 18-19

11 Cashing in on the environment

Page 20-21

1 Executive summary

Page 2

2 Introduction

3 Voice is dead: long live voice

Pages 4-5

4 Collaboration champions:

emerging marketsPages 6-7

5 Improving network intelligence

Pages 8-9

6 The importance of server location

Page 10-11

7 Access to enterprise intelligence

– anytime, anywherePage 12-13

8 The future is video

Page 14-15

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This white paper is a companion to the research white paper Enterprise intelligence: the challenge for the CIO in 2010, and provides a clear way to link the challenges and issues highlighted in that paper to the relevant technology and telecommunications solutions available.

It goes into detail and shows the features and benefits of solutions in nine core areas:

• Voice communications

• Collaboration

• Network intelligence

• The location of servers

• Anytime access to enterprise intelligence

• Video on the web

• Putting customers first

• Managing enterprise security

• Saving money and the environment

1Executive summary

3

1 IMF Forecast, September 2009

The end of a recession can be a seminal moment for a corporation. In 2010, as the world emerges from the global recession1, CIOs will be presented with a unique opportunity to play a lead role in helping their enterprise emerge ahead of the competition.

As we enter a new decade, there is an opportunity for CIOs to enhance their role by showing how it makes a tangible difference to the bottom-line.

This white paper supports the BT Global Services Enterprise Intelligence survey, which explores how CIOs, senior executives and workers use enterprise IT and network services. It reveals vital links between business performance and information management, but also signals an information overload that is crippling some businesses.

This paper is designed to help the CIO understand the technology that can help her overcome some of the challenges thrown up in the research, and focuses on nine key areas where BT Global Services offers market-leading solutions.

2Introduction

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BT Onevoice provides a single service that consolidates all the voice traffic of a global enterprise into a single, virtual platform that delivers one dial plan, one tariff and one bill – the building blocks of a unified communications infrastructure.

Businesses are also under increasing regulation to record calls. BT Onevoice makes this simple. With voice being treated as data, customers can use it just as they would written notes. Such voice ‘documents’ can be recorded, tagged, stored in association with sales records and retrieved at will, speeding up customer response times, and driving revenue potential.

Key benefits• Cheaper calls

• More powerful handling of voice calls

• Simplified view of all outgoings (single contract, bill and SLA)

• Simplified supplier ecosystem

• Flexibility to utilise current voice infrastructure, equipment and vendor

• Provides a simple route towards Unified Communications

The issueThe original collaboration technology, voice communication has increasingly taken a back seat during the internet era – ceding its position as the lead collaboration tool to written and multimedia communications, and shared work tools.

A set of new demands is resurrecting voice technology, however. These include the tracking, storage and retrieval of voice data to meet corporate governance requirements, and demand for unified communications tools that link voice to other forms of communication such as email and instant messaging. So voice is back on the agenda, helping to drive seamless collaboration in global enterprises.

But is this ability to collaborate with colleagues, customers and suppliers anytime, anywhere universally available? Far from it. The BT Global Services Enterprise Intelligence survey reveals that only 59% of workers worldwide say the communications technology in their enterprise lets them collaborate in this way.

The solutionBT Onevoice is a full range of voice communications and conference calling services available globally via a simple user interface, supporting voice as an equal and core part of a unified communications solution.

BT Onevoice treats voice like data communication. It no longer matters where or what customers are calling from, the quality of their connection will be the same – just as they expect from data services. For the first time, mobile and fixed lines are on a level playing field.

3Voice is dead: long live voice

BT has reinvented voice for the digital age.

5

Additional information• Accreditations – Cisco Gold, Nortel Gold, Microsoft Gold

• Global partners – Cisco, Avaya, MS, Nortel, IBM

Who is my main contact for more information?Simon Farr ([email protected])

BT Onevoice in action with Tech MahindraOne of India’s leading systems integration and business transformation organisations, Tech Mahindra’s global WAN had grown organically and faced complex management challenges.

Business Opportunity: Tech Mahindra had around ten WAN suppliers around the world, but was facing significant global growth and realised that it had to rationalise its WAN management and optimise its network to avoid bigger future issues.

BT Solution: BT applied its Intelligent Network services to Tech Mahindra’s IT estate, providing solid availability and resilience, and enabling the convergence of voice, data and internet services.

Results: Tech Mahindra’s global platform is continually monitored using BT Application Assured Infrastructure (AAI) and supported by a dedicated BT service desk. Call expenditure has been cut in half by routing calls over the network, as well as costing a quarter of the previous WAN management costs.

How BT Onevoice helpsReduces costs BT Onevoice can drastically reduce the

cost of mobile and conference calls globally by using the internet to route all calls. Routing mobile calls in this way makes commercial sense – Ovum forecasts that by 2015, 70% of all voice traffic will be to a mobile device.

Increases productivity

By enabling customers to collaborate more quickly and cheaply through conference calls and telepresence, BT Onevoice can make a major difference to productivity.

Reduces risk By using enterprise-class security protocols, BT ensures Onevoice is more robust than consumer VoIP services. By providing the fairest cost scheme to customers, Onevoice overcomes the financial risk associated with large capital investment in new technology.

Supports sustainability

Because BT Onevoice is hosted in the network, it involves less on-site hardware deployment – meaning lower energy usage and associated emissions. Quality audio services reduce the need to travel to meetings.

[email protected]

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Combined with BT Onevoice, BT Unite offers total communications flexibility under a single user interface. So, two users could exchange emails, quickly switch to IM or voice in real time, and at the click of a mouse, turn it into a video chat with shared slides. They could then seamlessly conference in a number of remote colleagues who are on a variety of mobile and land lines and hold a video conference. The cost of switching between text and voice is reduced by the architecture of Onevoice.

Unified communications brings a huge variety of benefits, including enhanced collaboration, support for remote and flexible working, and a reduced carbon impact of operations. The main barrier to mass corporate adoption has been a lack of understanding or interoperability of different systems, but this has now changed.

BT has combined the best aspects of the industry’s two leading products – Cisco’s Call Manager and Microsoft’s OCS Exchange – and provided them as a single offering with three single configurations, making it a proposition that can be better understood, and implemented at speed.

Key benefits• Common user interface for all messages

• Simplified management of messages

• Efficient multi-channel communications

• Work anywhere with your team

• Issues can be resolved at the first point of contact

• Instant contact – user can choose the appropriate form of communication first time, every time. No wasted time trying to locate team members.

• Reduces volume of email and voice messages

The issueThe past two decades have seen a high-paced evolution in communication technology. Tools such as mobile telephony, video conferencing, email, instant messenger, shared workspaces, and social media tools, have provided new and powerful ways for people to collaborate, particularly when they are not able to sit down face to face.

One of the most striking findings in the survey is a divergence between workers in emerging and mature markets in their ability to collaborate. In China, over four fifths of workers (82%) say they can collaborate seamlessly anytime, anywhere, thanks to the communications technology their firm has implemented. This broadly agreed with workers in Singapore (72%), India (70%) and Brazil (68%).

However, this differs starkly with workers in mature markets: less than half workers (45%) in Belgium and only a quarter (27%) of those in the Netherlands say they can collaborate in this way. While this raises questions about how workers view collaboration around the world, it is also clear that CIOs must do more to improve collaboration in mature markets, and BT Unite can deliver just this type of improvement.

The solutionBT Unite is a breakthrough approach to unified communications. Available globally, it takes the leading technologies and combines them into an optimised and extended communication environment.

Unified communications has had a long introduction but is now ready to make rapid progress thanks to the innovative new approach developed by BT. Rather than taking piecemeal steps to its deployment – something that has confused many organisations – BT has developed a core solution based on the best parts of the two leading technology vendors, Microsoft and Cisco.

4Collaboration champions: emerging markets

Unified communications is now ready for the mass corporate market.

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BT Unite in action with Tayside Fire and RescueFirefighters in the UK are using unified communications to transform everything from how they tackle chemical spills to officer training.

Business Opportunity: Tayside Fire and Rescue serves 392,000 people spread over 7,500sq km and needs a communications platform that allows them to coordinate their work with maximum efficiency.

BT Solution: Tayside Fire and Rescue, BT implemented a communications system that provides voice calls, instant messaging (IM), email and streaming video for officers whether they’re on the front line or in the control centre. Video streaming also allows remote training of officers in isolated rural or partially manned rural stations.

Results: During a recent chemical spill involving industrial batteries, firefighters were able to use instant messaging to get the best expert advice on how to tackle the leak. Voice and video conferencing has halved the number of staff needing to travel between Perth and Dundee for meetings.

How BT Unite helpsReduces costs BT Unite reduces inter-office travel

through the use of audio-video conference and live content sharing. By reducing the volume of email, customers are able to reduce the server space required for storage.


By enhancing collaboration and business processes in the enterprise and speeding up directory search.

Reduces risk By providing and integrating the industry’s two leading corporate communications technologies via a proven sole provider. Unite also mitigates financial risk by being a rented solution.


By reducing the need to travel, thereby cutting CO2 emissions.

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In the current economic climate, CIOs are focused on the value a service can deliver. BT Intelligent Networks deliver a range of online quotation, provisioning and service management tools, meaning that customers will receive fast and accurate quotations, timely and predictable delivery schedules and a proactive, decentralised service management.

Optimisation services dynamically monitor the network to ensure that it is operating to its maximum and prioritising applications. This ensures that the customers’ network investment gives them the maximum return. BT Intelligent Networks seamlessly combine new and legacy technologies in a simple-to-use way, allowing CIOs to improve network performance by optimising existing infrastructure.

Key benefits• Consolidation and efficiency

• Return on network investment

• Improved employee efficiency and flexibility

• Improved ability to serve customers

• Geographic reach – local support

• Faster speed to market

The issueWhile IT budgets remain under scrutiny, CIOs are going to be under pressure to do more for less and show their investments provide a tangible and quick return. One of the simplest steps a CIO can take is to audit and review the IT estate, and ensure it is operating as efficiently as possible, with a view to investing as little as possible to deliver as high an impact as possible.

Over half (51%) of the people using workplace IT systems say they have noticed an impact of reduced IT budgets since the start of the recession. Worryingly for CIOs, a large majority (63%) of senior executives say that ageing IT is a barrier to their ability to ‘think globally’ at an enterprise level – that IT budget is at risk of impacting business performance.

The solutionOne of the keys to optimising the IT estate is to take a new approach to managing the network infrastructure itself. Helping to achieve this, BT Intelligent Networks is a set of propositions that helps the CIO do precisely that. It is a family of virtual private networks that includes network performance tools, comprising iVPN (Intelligent Virtual Private Network), Etherflow (Ethernet VPN), underpinned by Applications Assured Infrastructure (AAI) to help customers manage the performance of their critical business application.

5Improving network intelligence

Say goodbye to wasted network capacity and unreliability.

9

Who is my main contact for more information?Claire Ritchie ([email protected])

BT Intelligent Networks in action with BimboA Sara Lee Bakery Europe subsidiary, Bimbo was experiencing network capacity problems, precisely at a time when it was planning to increase operations.

Business Opportunity: Bimbo was rolling out a new application for its sales force, based on a centralised architecture, and move to real-time order processing.

BT Solution: BT used Application Assured Infrastructure (AAI), a range of packaged services to help Bimbo bring its IT infrastructure under control, maximise the utilisation of assets, and improve corporate application performance.

Results: BT AAI identified a number of network issues, including a poorly configured file server cluster generating excess traffic, and excess Network Time Protocol traffic used to configure clocks on network devices. Through a programme of optimisation and capacity improvement, Bimbo was able to shift to real-time order processing.

How BT Intelligent Networks helpsReduces costs A high-performance network, which

delivers improved business results and cuts down costs such as travel, can make a critical bottom-line difference.


Most data networks are now straining with a growing volume of voice and streaming media traffic potentially disrupting more traditional data communication. BT Intelligent Networks optimises the customer’s network for the way that specific customer uses it, whether that is voice and new media, or data capture and text-based, so the organisation can work more smoothly, quickly and effectively.

Reduces risk Investment risk is reduced by the technology-agnostic approach BT has taken with BT Intelligent Networks. Operational risk is reduced by the high level of reliability delivered by a self-managing Applications Assured Infrastructure.

Additional information• Award from British Institute of Technology and E-Commerce

(October 2008)

• Best Managed Services Provider at Telecom Asia awards (March 2008)

• Rated number one for customer service in Telemark Global VPN Data survey

• Ethernet: More nodes in the UK than any other provider

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BT Virtual Data Centre is independently proven to be 20% cheaper than traditional delivery models and offers flexibility, speed and agility that are critical to help customers thrive in the current risk-ridden economic climate.

Key benefits• Offers cost reduction of server and storage through virtualisation

and shared service models

• Involves minimal or no capital costs

• Supports IT departments’ need to be flexible and agile

• Reduces the risks associated with IT infrastructure service failure

• Simplifies complex, inefficient infrastructure

• Reduces environmental impact

The issueOne of the central claims made about cloud computing is that it no longer matters where your data is stored – as long as it is accessible via the cloud, that is enough. However, before cloud services can truly take off at an enterprise level, CIOs must be convinced that the cost benefits outweigh the security concerns about using cloud services.

In this respect, cloud service providers are facing an uphill task. Over half (53%) of CIOs currently are not convinced that cloud computing can save them money. But bigger problems for the cloud are security and information integrity, and this is in many cases related to how safe and secure the servers that run the cloud service are perceived to be. And in this survey, CIOs are clear – it still matters where your data is stored.

The survey reveals that the UK is the place where CIOs and senior executives are most comfortable with servers being located (outside their own country). A quarter of CIOs and senior executives (25%) say they would be extremely comfortable with servers being based in the UK. This was followed by North America (22%), Western Europe (20%) and Nordic Europe (18%).

The solutionBT Virtual Data Centre is an integrated and automated infrastructure that provides on-demand computing (server, storage, network, security) as a service. It allows computing-as-a-service, or ‘cloud computing’, to be ordered via an online portal. The on-demand computing service, delivering server, storage, network and security resources over an single network, enables you to align computing resources to your business needs quickly, reliably and securely – at no capital cost.

6The importance of server location

Computing-on-demand is just one click away, thanks to BT.

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Who is my main contact for more information?Craig Parker ([email protected]) or Rob Jones ([email protected])

BT Virtual Data Centre in action at BTBT Matrix was a four-year project to rationalise the organisation’s burgeoning data centre and network estate.

Business Opportunity: In 2004 when the BT Matrix project was launched, BT managed its networks, web and application servers and the applications and services running on them, through some 4,000 bespoke operational support systems, around 15,000 servers, and 26 data centres.

BT Solution: BT has now closed down over 1,500 systems and remains on track to achieve a reduction of 80 per cent from the 2004 total

Results: BT could see a reduction in recurring overheads estimated to be as much as £60 million per annum. Approaching 10,000 redundant hardware devices have been retired with a Windows consolidation programme alone virtualising 2,400 servers onto 160 blade servers. The project also achieved power savings of £3.5 million in two years.

How BT Virtual Data Centre helpsReduces costs Instead of investing heavily in complex

IT infrastructure, enterprises can pay for just the processing power, storage and applications they need. This can be ordered and configured via an internet portal and delivered online, and then can be expanded ‘as their needs do’.


As it is automatic infrastructure it can be deployed faster which reduces application development time, freeing up IT teams for other, more business-critical, tasks.

Reduces risk As applications are delivered from BT’s data centres and across BT’s reliable networks, which offer guaranteed levels of connectivity, the risks associated with service or application failure are greatly reduced.

Improves customer service

This is enterprise-class infrastructure delivered as a service. Customers can choose the service levels that meet their business requirements.


This hosted solution means customers no longer need to operate data centres of their own. Data centres require a lot of energy to run. BT’s data centres operate at optimum efficiency, with less wasted capacity. This means fewer data centres are required, so the environmental impact is significantly reduced.

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The solutionBT MobileXpress provides precisely this sort of secure remote access, and it is available in over 160 countries globally. It enables mobile and flexible employees to securely access corporate information and applications remotely, choosing the best mobile or fixed connection available, whether it is public Wi-Fi, 3G mobile broadband, office Wireless LAN, home broadband or the corporate WAN.

In addition, Laptop Protection from BT MobileXpress can track, trace and ‘kill’ stolen or lost laptops to ensure corporate data and devices are protected. BT MobileXpress is easy to set up and use, and surprisingly inexpensive to deploy.

Key benefits• Key enabler for flexible working

• Easy to use

• Low cost investment

• Managed and secure

• Improved productivity

• Enhanced customer service

• Reduced operational costs

• Improved work/life balance

• Reduction in carbon footprint

The issueSuccessful mobile working rests on two outcomes. The first is that workers have access to mobile communications technology such as a telephone or email device and wirelessly enabled laptop. Plugging into the global communications network is a first step. The second, vital step is ensuring secure access to all the documents, files and data you need when you need it. And for that to happen, you need the ability to access your corporate network securely and remotely whenever you need to.

Most (90%) of workers around the world agree information management is critical or important to the future of their business, but what is the point of information management if access is limited by time or location?

The number of mobile employees is rapidly increasing. The days when a mobile workforce or home-based employees were cutting edge are now gone – businesses know that if their employees are not connected while away from the office they are at a competitive disadvantage.

Over a quarter (27%) of senior executives say their inability to find the right information when they needed it has cost their corporation business during the recession. It can’t help that only 59% of workers say they can collaborate seamlessly anytime, anywhere thanks to the communications technology they use. The CIO needs to confront these cases of inaccessibility, and providing secure mobile access to data is a vital constituent part of that.

7Access to enterprise intelligence – anytime, anywhere

Employees who can work flexibly, accessing corporate data and applications wherever they are, are on average 20% more productive.

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Who is my main contact for more information?Paul Reeves ([email protected])

BT MobileXpress in action at MWBrandsMWBrands is one of the leading providers of processed seafood in Europe and operates processing and canning plants in France, Portugal, Ghana and the Seychelles.

Business Opportunity: Following its acquisition by a consortium, MWBrands needed to create an IT infrastructure separate from its former parent company. The need to serve sites in Ghana and the Seychelles added to the challenge, as did the requirement for multi-lingual service support. The provision of secure remote access facilities for its mobile employees – essential to underpin customer service and productivity improvements – was a critical element.

BT Solution: BT MobileXpress enables MWBrands to provide its people with real time access to the business applications and information they would normally have in their offices. The BT MobileXpress remote access solution currently supports around 200 remote and mobile employees, including those operating in challenging environments such as Africa. It allows connectivity to the MWBrands corporate network from wherever there is an internet connection including Wi – Fi, 3G, dial access, and Ethernet.

Results: In addition to providing a broader range of connectivity to MWBrands that was previously available with 24/7 support, BT’s solution also helps MWBrands meet its duty of care responsibilities, particularly for its Africa-based employees, where employees in less stable areas can work in the relative safety of their homes when required.

How BT MobileXpress helpsReduces costs The old adage that time is money is even

truer during a recession. By reducing travelling time and making it easier for employees to quickly and securely access corporate applications, BT MobileXpress reduces operational and office real estate costs.


By enabling employees to work wherever they are, to be productive in traditional down time – while travelling, for example.

Reduces risk By providing secure remote access, protecting against unauthorised access to your network, applications, data and devices, and ensuring lost or stolen laptops are secured.


By enabling home and remote working and reducing the need to travel, BT MobileXpress reduces your carbon footprint.

Additional information• Laptop Protection from BT MobileXpress won the 2009 Wireless

Broadband Innovation Award for Best Wireless Broadband Security Innovation

• MW Brands customer winner in Enterprise Mobility Awards for deployment of BT MobileXpress

14

BT Unified Communications Video enhances collaboration, enables remote and flexible working, and can have a major impact on reducing an organisation’s carbon footprint. BT is the only company to install two Video Exchanges (London and Denver) and is planning a third in Singapore to offer customers a global inter-company meeting place.

Key benefits• Improves organisational efficiency

• Saves time

• Improves collaboration among dispersed teams

• Reduces need to travel

• Cuts costs

The issueOnce a science fiction fantasy, the ability to collaborate with people in realtime via high-definition video connections has today become a corporate reality, as forecasts of video traffic growth on the web testify.

According to the latest report on web traffic from Cisco, video traffic on the internet is going to grow colossally between 2008 and 2013, from 1.2 exabytes a month (that is 1,200,000,000,000 megabytes) to 17.6 exabytes including video conferencing and internet video to TV. Much of that video will be corporate video, such as conferencing and telepresence – both services that are offered under BT Unified Communications Video.

The solutionImmersive video – high definition cameras and screens, surround sound microphones and speakers – combined with carefully calibrated furniture and decoration has the subtle effect of persuading people that they are in one another’s presence when they are in fact thousands of miles away.

BT Global Services is the leading global implementer of Telepresence, the highest end of the range of BT Unified Communications Video products. The sheer quality of this offering sets it apart from anything most business people will have experienced, and makes it a must-have for dispersed teams that would otherwise depend on face to face meetings.

8The future is video

BT allows you to have an international meeting without leaving your office.

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Additional information• Selected by Cisco as global partner and prime provider in EMEA

• Cisco No. 1 global provider

• Innovations Award 2009 from Cisco for the intercompany solution


BT Unified Communications Video in action in AfghanistanNato troops in Afghanistan were given a huge morale boost when BT installed a telepresence system at Supreme Headquarters Allied Powers Europe near Mons, Belgium. The other system was installed in Kabul and the system allows front line staff to have “virtual meetings” with friends and family in Belgium.

The psychological effect of seeing loved ones over such high quality technology provides a powerful boost to the morale of troops in Afghanistan. Since this major success, the Ministry of Defence has looked into Unified Video as a way to reduce travel for its employees in the UK.

How BT Unified Communications Video helps

Reduces costs Cost is managed down by the simple fact that people who can communicate effectively over a video link of some kind are going to spend less money travelling. It is less expensive to send data than people.


By enabling instant collaboration, and the sharing of design and ideas in “real time.” This also leads to faster decisions.

Reduces risk Regulations covering greenhouse gas emissions are continually becoming tougher, so reducing the amount of travel also reduces the risk of non-compliance with emissions regulations.


By reducing the need for travel and its associated emissions.

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The solutionBT Next Generation Contact Centre is a hosted contact centre that can be delivered seamlessly and ‘out of the box’ wherever in the world it needs to be deployed.

Businesses are increasingly demanding flexibility in order to react to unpredictable business conditions, and to move costs from capital to operational expenditure. BT Next Generation Contact Centre enables customers to reduce maintenance costs, flex their number of agents up or down, swiftly communicate changes to scripts and messages when required and facilitate home working.

BT Next Generation Contact Centre can also be used to enable home working through its seamless integration of multiple sites, improving efficient allocation of global resources. It also reduces set-up and maintenance costs as it is a hosted solution.

Key benefits• Reduced costs

• Improved allocation of resources

• Improved efficiency

• Increased mobility and flexibility

• Allows contact centres to operate with limited resource and adapt to changes in the organisation such as mergers and acquisition and changes in number of employees

The issueA century ago, hotelier César Ritz coined the phrase, ‘le client n’a jamais tort’ (the customer is never wrong)2. This attitude, once only expected by the few who could stay in Ritz’s hotels, has come to be the norm for customers the world over. Providing exemplary customer service for enterprises spanning multiple cultures and with complex global information systems remains a huge challenge.

The survey reveals there is a risk that CIOs are not placing enough emphasis on customer information. Senior executives listed customer data as the second most important type of information after market data, while CIOs did not rate customer information in their top three types (market, IT/security and sales).

Enabling engagement with customers in a way that meets the needs of both the customer and the business is a core challenge for CIOs, who are often responsible for the technology and investment strategy supporting customer contact.

9Learning to listen to customers

Flexible contact centres have arrived, at a single location or distributed and customised to suit any requirements.

2. The Concise Dictionary of Foreign Quotations by Anthony Lejeune, Taylor & Francis, 2001

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Additional information• Frost & Sullivan Market Leadership Award for Hosted Contact

Centres in 2008

• Forecast to be: 1.5m million hosted agent positions in the world by 2012, with 100,000 in the UK

Who is my main contact for more information?Ruth Rowan ([email protected])

How BT Next Generation Contact Centre helps

Reduces costs BT Next Generation Contact Centre does not merely reduce capital expenditure, it eliminates it. As a hosted solution, there are no costs for refreshing or upgrading technology, growing or downsizing, opening a new office or deploying new services.


As a totally flexible solution, the next generation contact centre can fit around the needs of the team, enabling home working, or seamless operations running across multiple sites. The flexibility of the solution also allows customers to mirror seasonal peaks and troughs in activity.

Reduces risk As a hosted solution, technical issues and redundant capacity are a thing of the past, reducing the potential for operational failure or poor capital allocation.


The implicit promotion of home and remote working means the Next Generation Contact Centre technology can reduce travel and cut down on over-resource of equipment with a large carbon footprint.

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Key benefits• Supports disaster recovery and service availability

• Offers industry-leading protection against new and dynamic threats

• Is completely scalable

• Helps with cost reduction and resource control

• Offers brand and reputation protection

• Offers a highly flexible cost structure

• Supports regulatory, legal and compliance requirements

• Simplifies security administration

• Maintains ownership of your security policy

The issueSecurity remains a key issue at enterprise level, as corporations obtain and store ever more information to give them a competitive advantage, and as the enterprise world edges towards a cloud services model. It becomes ever clearer that security issues are going to be among the most prominent features of telecommunications and technology decision-making.

This survey reveals that very few CIOs (21%) or senior executives (26%) believe doing business in the cloud is not a security concern and around half (53% and 46% respectively) actively worry about intellectual property being stored in a public cloud because of potential security breaches.

The solutionBT Managed Security Services is a defence-in-depth approach that protects an organisation’s networks and data all day, every day. All organisations need to manage global economic, political, and environmental uncertainties. Built on a resilient platform and delivered as fully secure services, BT Managed Security Services and BT Managed Business Continuity Services mitigate risk and ensure the customer’s network-enabled enterprise is resilient, yet accessible.

In-house security teams and budgets are often unable to satisfy the growing security and compliance demands caused by more frequent communications and expanding networks.

Even very large organisations would struggle to provide the manpower and expertise in-house to monitor the network every minute of every day, all year round, while also staying up-to-date with all the latest threats that could affect their networks.

10Security in the cloud

BT Managed Security Services help reduce costs and risks, while also improving resource control and security.

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Who is my main contact for more information?Mark Danton ([email protected]) or Marie Thornton ([email protected])

BT Managed Security Services in action at NAGThe National Australia Bank Group (NAG) offers a wide range of financial products and services to around 10 million retail banking and wealth management customers. It is principally organised around its UK, Australia, New Zealand, and Asian regional businesses.

Business Opportunity: With the popularity of internet banking, a key challenge for banks the world over is to stay ahead of the fraudsters and provide a secure yet convenient platform for customer transactions. NAG was seeking a way to protect the security of high value transactions for commercial customers.

BT Solution: A key enabler was enhanced customer identity verification – so called two-factor or multi-factor authentication. This combines something a customer knows (such as account number and password) with something a customer has (such as a one-time transaction password generated by a token). Working with ActivIdentity Corporation, implementation was straightforward as NAG simply needed to enable its internal systems to interface with the BT hosted platform.

Results: The initial focus is towards 20,000 NAG business clients, many of whom conduct a high volume of high value transactions, such as supplier or staff payments on a regular basis. BT’s managed authentication service is proving to be highly secure. As a web-based system that BT manages in its entirety, it safeguards customer anonymity and totally complies with data protection requirements.

How BT Managed Security Services helpsReduces costs BT can offer monitoring 24x7x365,

and as a specialist service provider, can deliver this more cost-effectively than an organisation can do in-house. In addition, costs such as countering viruses and identifying inappropriate material and bandwidth misuse are often better passed onto a partner.


A recent study by IDC Research found as much as 40% of an enterprise’s employees’ internet usage is not business-related, while spam costs businesses over $20 billion every year in terms of lost productivity and bandwidth.

Reduces risk Employees downloading infected files constitutes one of the biggest security risks for networked enterprises, and it can be managed by a well-designed web access and download policy.


This hosted solution means customers no longer need to operate data centres of their own. Data centres require a lot of energy to run, so the environmental impact is reduced.

Additional information• 1800+ full time client facing consultants, architects and designers

• Expertise in Frontline, Counterpane, Radianz, Infonet, iNet, INS and Net2S (Cybernetworks)

• BS 27001/ISO17799, SAS70-II and FIPS 140-2 accreditation

• Strong Positive Rating in Gartner MSSP Market scopes, Asia and Europe 2008

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The solutionBT’s Carbon Impact Assessment is a comprehensive auditing tool that helps enterprises cut emissions, energy use and operating costs. It provides a holistic view or energy consumption across the enterprise and suggests IT solutions to cut consumption and costs. BT’s own technology and experience can help other organisations reduce their carbon footprint and the energy hotspots of their networks.

Key benefits• Business case to lower energy use

• Limit carbon footprint

• Reduce operating costs

• Measures the emissions of business travel

The issueWhile 2009 has been a year of economic focus, the Copenhagen summit in December 2009 will bring the environment back into view for business leaders. Much of the environmental improvement available via technology boils down to reducing energy use, which has a corresponding positive financial impact – a win-win that may prove crucial in the push to require businesses to reduce their carbon impact.

In the survey, nearly two thirds (60%) of CIOs say they receive sufficient information on the carbon or environmental impact of their company operations and it supports them to reduce that impact. In addition, the vast majority of CIOs (87%) believe that monitoring that impact helped them to improve profit margins. With CIOs seemingly so aware of the link between carbon use and profit, it suggests there will continue to be an interest in measuring carbon impact.

11Cashing in on the environment

Understand energy consumption and costs across your organisation – and do something to improve both.

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Who is my main contact for more information?Ninder Takhar ([email protected])

BT: Leading the way in carbon reductionAs a leading ICT provider, BT is leading the way, globally:

• In September 2008, the Dow Jones Sustainability Index rated BT as the world’s leading company for sustainability in the telecoms sector for the eighth year running

• Over the last several years, BT has managed to cut data centre power usage by 60–70 per cent, while lowering costs along the way

• BT reduced its UK emissions between 1996 and 2006 by 58% and aims to reduce this further from the 1996 level to 80% by 2016.

• Taking into account the CO2 emissions from travel to and from business meetings, and weighing them against the emissions generated by running the equipment needed for conference calling, conference calling saved BT – at a conservative estimate – 53,552 tonnes of CO2 in 2008

• The financial value of the avoided meetings thanks to conference calling at BT in 2008 was over £183 million

How BT Carbon Impact Assessment helpsReduces costs The link between energy use and financial

performance has been underplayed. It is not only intuitively true that reducing energy use and travel will save money, the Carbon Impact Assessment shows you how much.


Demonstrating strong environmental credentials has become a critical part of the business development process in the government and private sectors – in fact, staying one step ahead of the competition can provide a business growth advantage.

Reduces risk Regulations covering greenhouse gas emissions are continually becoming tougher, so a carbon impact audit also reduces the risk of non-compliance with emissions regulations


BT Carbon Impact Assessment allows organisations to identify ways to significantly reduce carbon emissions, thereby addressing one of the main global climate change concerns.

Additional information• BT has led the Dow Jones Sustainability Index for telecoms for

eight years

• BT sustainability programmes have saved the company over £400m since 2005

• BT has reduced its own UK carbon emissions by 58% since 1996

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The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2009 Registered office: 81 Newgate Street, London. EC1A 7AJ Registered in England No. 1800000.

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