Unified Communication and Collaboration - DFN · 22.02.2008 · communication and collaboration into business processes. ... • Application / Document ... Unified Communication and
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Page 2 February 08 Siemens Enterprise Communications
UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:
Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)
These elements are controllable as software services, or from the customer’s existing business application software
UCC solutions are built on a strong voice foundations and focus on embeddingcommunication and collaboration into business processes. This increases workplace productivity and effectiveness. UC solutions should be software-based, open, extensible and support customer choice of services such as:
Enterprise grade voice with carrier-class scale and resiliencyPresence across multiple mediaInstant messagingPerson-to-person, and group audio and video conferencingWeb conferencing (data and applications)Customer interaction centersUnified messagingMobility solutionsCEBP (Communications-Enabled Business Processes)
These elements are controllable as software services, or from the customer’s existing business application software
Definition Unified Communication and Collaboration *
*Adapted from a quote by Marty Parker, UniComm Consulting, BCR 09 / 2007
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Business IssuesThe business requires to act faster and more situation-aware
Consequences for collaborationin communities
& processes GlobalizationGlobalization
Process Process OptimizationOptimization
VirtualizationVirtualization
Allocate Allocate experts experts
in backin back--office office Decentralize Decentralize
organizationsorganizationsFocus on core Focus on core
competence competence Avoid process delays due to missing Avoid process delays due to missing information & failing decisioninformation & failing decisionOutsourcing of nonOutsourcing of non--core functionscore functions
Increase process quality Increase process quality Reduce traveling costs Reduce traveling costs
Rectify defectsRectify defects
Streamline business processesStreamline business processesHandle unexpected events regularlyHandle unexpected events regularlyIncrease staff Increase staff productivityproductivitySpeedSpeed--up time up time to marketto market
Work in Work in different different locations, locations, time zones time zones and companiesand companiesIntegrate mobile Integrate mobile users into users into workflowsworkflows
CostCostreductionreduction
Revenue Revenue growthgrowth
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Key challenges in introducing Unified Communication and Collaboration solutions
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Adding value within customers existing communications applications
• Rich Presence • Messaging and Notification
• Conferencing and Collaboration• Video• Data• Web• VoiceEm
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Unification of all relevant business communications into a simple, seamless and context-sensitive experience.
Communication Enabled Business Processes
Business Process Integration
Soph
istic
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Unified Communication and Collaboration (UCC) continuum
e.ge.g. Contact Center. Contact Center e.ge.g. Command Control Center. Command Control Center
e.ge.g. Financial service . Financial service solutionssolutions e.ge.g. Healthcare . Healthcare solutionssolutions
Enable more efficient and effective individuals and workgroups by overcoming communication friction, latency and overload
Communications Productivity Tools
Entr
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evel
U
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Enhance your personal productivity tools by integration of all-embracing UCC functionalities
Aggregated User-centric presence (IM and voice)Click-to-callAdd-hoc and scheduled audio- and videoconferencingAdvanced Call and Conference Control
Transfer, on hold, consultToggle between active calls and conferencesExtend 2-way call to conferenceAdd participants to conference
Info of All CallsDevice HandoverOne number serviceRules managementUnified messaging
Extended UCC Features
PresenceInstant MessagingCollaboration
UC Features
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Increase your first fix resolution rate and improve your customer satisfaction by back office integration
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System failure System failure System failure
Identify the available experts in
the back office
Identify the Identify the available available experts in experts in
the back officethe back office
Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click Connect all relevant experts on the right device with one click