living social with unified communications
DESCRIPTION
How does Unified Communication and Enterprise 2.0 work together to create real business benefits? This presentation outlines specific examples of how UC + E2.0 can help you become a more social business, and in turn drive positive business outcomes. To learn more, read the SametimeBlog at http://www.ibm.com/sametimeblog or follow us on Twitter @Sametime.TRANSCRIPT
©2011 IBM Corporation
Living Social With
Unified Communications
July 20, 2011
Jacques PavlenyiMarket Segment Manager
IBM Collaboration SolutionsTwitter: @mediamutt
Blog: mediamutt.typepad.com
© 2011 IBM Corporation
WebConf
IM
EmailUM
Collaboration Communications
Phone
Video
SMS
AudioConf
Profiles Microblogs
Blogs Wikis
Social
Social UC brings together communications tools with social collaboration
SocialUC
© 2011 IBM Corporation
Businesses are changing how they communicate
Do you notice anything missing
in this sign?
© 2011 IBM Corporation
New forms of communicating are going mainstream
© 2011 IBM Corporation
Consumers are blending social networking with VoIP
© 2011 IBM Corporation
Enterprises are also looking for ways to securely find and connect inside and outside the firewall
Consumers Enterprise
© 2011 IBM Corporation
Generational shifts unleash different work styles
Mid-career workers(Age 35 - 50)
Mid-career workers(Age 35 - 50)
New generation(Age < 35)
New generation(Age < 35)
Wisdom InnovationExperience
E-MAILTELEPHONE
INSTANTMESSAGING
SOCIAL NETWORKINGVIDEO & MOBILITY
Older workers(Age > 50)
Older workers(Age > 50) % %
%
© 2011 IBM Corporation
Social Business AGENDA
8
Align Organizational Goals & Culture
Gain “Friends” Through Social Trust
Engage Through Experiences
Network Your Business Processes
Design for Reputation & Risk Management
Analyze Your Data
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press
© 2011 IBM Corporation
Social Business AGENDAwith Unified Communications
9
Align Organizational Goals & Culture UC: IM and Presence
Gain “Friends” Through Social Trust UC: Community Tools
Engage Through Experiences UC: Video, Web, and Telephony
Network Your Business Processes UC: Business Partners and CEBP
Design for Reputation & Risk Management UC: Compliance and Archiving
Analyze Your Data UC: Analyze data to improve operations
© 2011 IBM Corporation
IBM is Living Social with UCCombine online meetings with video to build social trust
Who:– Sandy Carter, IBM VP Social
Business, Collaboration Solutions Sales and Evangelism
Challenges:– Injury prevented travel, but still needed
to meet with important clients
Traditional Solution:– Audio conference– Emailed presentation
A Better Way:– Hosted an online meeting for the
presentation materials– Added video to see participants live– IM and Twitter for Q&A and sidebar
conversationshttp://bit.ly/pphf6k
© 2011 IBM Corporation
IBM is Living Social with UC IM with mobile apps improves customer sat
Who:– Rick Schonbrun, WW Business Unit Executive
Challenges:– Needed to address a unique technical question
during an exec briefing in Europe
Traditional Solution– Wait until late afternoon European time to reach a
development resource in the US– Locate an expert, find their mobile number– Connect to the IBM network and send an email or
Sametime instant message– Respond to the customer following business day
A Better Way– IM the lead technical architect from mobile phone– Explain the question in real-time, follow up to the
customer with fast answer and new questions
© 2011 IBM Corporation
IBM is Living Social with UCSkillTap and broadcast communities build your network
Who:– John Del Pizzo, IBM Director UC Solutions
Challenges:– How do I get my new iPhone on the IBM
VPN?
Traditional Solution– Call Help Desk (wait...not yet supported!)– Ping friends – Search internal websites
A Better Way– Search Forums (but I need immediate
gratification!)– Wait! I'll ask iPhone broadcast community– Community Members receive a Sametime
request and choose to respond– Had 10 answers in under 30 seconds
© 2011 IBM Corporation
Who:– Karl LaWall, IBM WW Sales Leader
Challenges:– Need to support a field team trying to
demo capabilities in customer meeting
Traditional Solution:– A presentation with screen shots– Send an email asking for help the day
before– Focus on the (boring) basics
A Better Way:– Recruit 5 always-on “demo buddies”
beforehand and added them to Buddy List– Send a real-time request to Demo Buddies
while at client site to join demo meeting– Showcase capabilities in real time with real
experts from across the world
IBM is Living Social with UCLeverage extended network to create compelling customer demos that build trust
© 2011 IBM Corporation
IBM is Living Social with UCBuild a stronger Business Partner community
Who:– Marlon Machado, IBM Product Manager
Challenges:– Facilitate better communication between
IBM and BPs, and between BPs– Showcase latest technology to the
broadest audience possible
Traditional Solution:– Regular switchboard conference calls– Email for newsletters and responses– Static web pages and pre-recorded demos
A Better Way:– Open testing community cloud service:
IBM Greenhouse– Use web-based IM, meetings and
Communities to connect with each other and with IBMers (no client SW needed!)
© 2011 IBM Corporation
IBM is Living Social with UCFind-Me, Follow-Me #s builds trust and closer relationships
Who:– Kim Artlip, IBM WW Business Unit Executive
Challenges:– Needed to stay in telephone contact with key
customers while traveling overseas
Traditional Solution– Provide customers with 2-3 different telephone
numbers (each with voice mail) – creating “phone tag” and “voice mail jail”
– Pay significant roaming charges to receive mobile calls while traveling overseas
– Receive unexpected calls during late night hours due to time zone differences
A Better Way– Use one unified telephony number– Use geographic location and time of day to
create rules to route calls to preferred device
Create flexible rules to
route calls between devices
© 2011 IBM Corporation
Travel: $1.3M/mo
$8M/mo
Savings at IBM...Savings at IBM...
Telephony:1M+1M+Daily page views onDaily page views on
internal social networkinternal social network
15m15mDownloads of employeeDownloads of employee
generated videos / podcastsgenerated videos / podcasts
17,00017,000Individual blogsIndividual blogs
Internal instant messages every dayInternal instant messages every day50,000,00050,000,000
Telephony:
IBM is Living Social with UC Saving Money!
© 2011 IBM Corporation
It’s about trusted relationships
It’s about the task, not the tool
UC is the “action” in a Social Business
Key takeaways
The benefits are real
© 2011 IBM Corporation
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