context is king! communicate & collaborate when and where it matters
DESCRIPTION
Unified communications increases contextual collaboration, reduces decision latency, speeds up teaming, improves expertise location and enhances customer service. IBM explains its vision of the unified experience with case studies and product descriptions.TRANSCRIPT
© 2007 IBM Corporation
®
Context is King!
Communicate & Collaborate
When and Where it Matters
Akiba Saeedi
Program Director
Unified Communications &
Collaboration Software
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C2EBPCommunication + Collaboration
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Current Reality
Communication/collaboration required
� Exception: Who should I ring ?
� Approval: Who is available and Where ?
� Teaming: Who do we get together ?
� Expertise: Who and how do I reach them?
� Location: How do I reach the closest technician?
Unified Communications Streamlines Business Processes
Embed UCC and SOA tools into process to� Increase Contextual Collaboration� Reduce decision latency, � Speed up teaming� Improve Expertise Location� Improve Customer Service
CRM ERP Industry Apps. Back Office
CRM ERP Industry Apps. Back Office
The Need For C2EBP
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In Context:
• Your Role
• Business Applications & Processes
Communication & Collaboration ServicesWhere and When You Need Them
Presence IMVideo Calendar
Chat Room TelephonyWeb Conf
App sharing
Notifications
VoicemailCommunities
A “platform” is a crucial element in construction of UC enabled solutions� It must embody a programming model, frameworks, and cooperating components
� More importantly it must be open, extensible, and inspire a community of ISV’s & developers
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Our Vision
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…in a Lotus Sametime client
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…in a Lotus Sametime client
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…in Lotus Notes
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…in Microsoft Outlook & Office
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…in business portals
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…in LOB applications
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ecosystem of
partnersecosystem of
partners
industry knowledgeand experience
industry knowledgeand experience
technical
expertisetechnical
expertise
open and
extensible platformopen and
extensible platform
IBM’s Unified Communications & Collaboration Strategy
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IBM DELIVERED
IBM BUSINESS PARTNER DELIVERED
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Customer Examples& Use Case Scenarios
Real Business Value
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Insurance Company
� US regional mutual insurance carrier
� 175 employess� $80M annual premiums in property and casualty
� Sales through 500 independent agents
“Because Lotus has helped us tightly integrate the agents into our business processes and collaborative environment, their lives are easier— that’s a competitive differentiator.”
Chief Information Officer Insurance Group
Company Requirements
� Increase competitiveness against larger carriers
� Reduce cost, improve service & support, and build agent
loyalty
Solution
� Integrated Lotus Sametime into Web-based applications enabling real-time, contextual collaboration among Celina staff and external agents
Customer Value
� Policy turnaround time reduced from weeks to days
� 50 percent reduction in phone calls and costs due to use of IM & VoIP chat
� 40 percent reduction in head count for same volume of business due to streamlined processes
� Faster, better service to agents and their customers due to integrated systems and real-time collaboration
� Improved agent loyalty by being easy to do business with —a competitive advantage
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Company Requirements
� Speed time-critical communications in medical analysis process
� Incorporate referring physicians into radiology workflow
� Competitive differentiation in radiology solutions
Solution
� Integrate Lotus Sametime with Carestream radiology applications
� OEM/Resell Lotus Sametime in Carestream solutions
� Coalesce high volume of data, information, images
� Enable instant communication – data and voice in context of
radiology workflow
Customer Value
� Quicker diagnosis, communication of results
� Dramatic improvement in quality and cost of care
� Enables hospitals to provide better value to practicing physicians
� Better outreach to physicians/ radiologists practicing with other
hospitals or facilities
� Faster start of patient treatment
Carestream Health, Inc.
� Leading provider of medical imaging systems
� Products in 90% of hospitals worldwide
Sametime “enables real-time discussion between medical professionals both inside and outside of the radiology department, which can lead to quicker diagnosis & communication of critical results for an overall improvement in patient care.”
Michael W. JackmanPresident, Healthcare Information
Systems
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Large Public University
� 30,000 students—many of
whom commute to school
� 4,000 faculty & staff
� Large alumni population
� Continuous stream of
new matriculants
Organization Requirements� Extend the reach of campus borders to enable 50,000 users to
instantly communicate & collaborate
� Leverage current university applications, i.e. Oracle, PeopleSoft
Solution� Self provision content, communication and collaboration
services based on university processes and roles
� Process maps and user roles provided by IBM Global Technology Services consultants
� Lotus, Tivoli and WebSphere Software, pSeries hardware
� Telephony & video not initial driver but is now part of next steps
Customer Value� Improves campus experience for students and faculty
� Differentiation from other universities
� Simplified IT system administration through automation
� Individual-centric porlets simplify & personalize users access to people, data, applications within collaborative ecosystem
� Supports multiple device types, browsers, public IM networks—90% of community connect via laptops & mobile devices
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Process/Application: Insurance Claims
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Roles: Banking Agent Workspace
Profile information
Presence, click-to-communicate
Customer info from backend
banking system
Control panel to change pane views
Call controls Web conference with
integrated audio
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UC “meets” the Virtual WorldSimulated Meetings to Support Intelligence Agency Processes & Activities
Bank TransactionsWorkflow
Bringing Applications & Process into Your Familiar Collaboration ToolsPlug-In Examples
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Some Things To Think About…� Talk to your business units – what processes if done faster or more accurately will save money and drive revenue growth?
− Customer service and/or Call centers
− Sales & Marketing
− Financial services – claims processes, traders, retail branches
− Workflow/Operations
− CRM, Supply Chain, ERP
� Who Does Your Application Development?
− Application developers responsible for your applications will leverage the available tools, API’s and unified communication and collaboration services to insert into applications
− System’s Integrators/Solution Providers will create custom solutions for you
− ISV’s will provide packaged solutions w/integration to products like Lotus Sametime
− Ex. Carestream, Forterra
� What is Your Overall Unified Communications & Collaboration Strategy
− Collaboration, Telephony, Video etc….
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for easy integrationavoid rip-and-replace
YOUR timeline
flexibility
YOUR choice of trusted vendors
open platform
IBM Offers a Holistic Approach
Plan, deploy, manageSoftware, services, HW, financing
complete solution
in collaboration, communications & SOA
experience
knowledgein business process
& ROI methodologies