IBM Lotus Sametime software

IBM Lotus Sametime
Collaboration at your fingertips

Dvir ReznikIBM Software Groupdvir@il.ibm.com http://dvirreznik.blogspot.com

IBM UC2 Strategy and Sametime Family

Integration Points

Roadmap

Analyst and Market Review

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Speed and Agility Top TalentInnovationGreen BusinessNew Work and Communications ModelAnytime, Anywhere, Access and Availability

Real Time Business Processes

Collaborative Communities

Virtual Workplace

DiverseUser Preference

UCChallengesTodays Business Environment

Bottom Line $$$

Unified Communications and Collaboration

Drive GrowthCreate Cultures ofInnovationAccelerate BusinessAgendaEstablish strong client
and partner relationshipsDevelop an adaptive workforceInnovate through collective talentLeverage and preserve tacit knowledgeSense and respond
to changeProcessTalent & ExpertiseInformationConnectCollaborateInnovateSituational Applications & Integration

Messaging & Collaboration

Social Computing

Content Management

ProcessManagement

CustomerService

People drive better business outcomes ...

rich presencetelephony capabilitiesinstant messagingweb, audio, video conferencingunified messaginge-mailmobilityReal-time and team collaboration capabilities, including instant messaging and Web conferencing narrow the gap between you and othersand drive measurable business value.

When these capabilities are delivered to you contextuallyas you need them, when you need themcollaboration becomes an integral part of the way you work.

This simplifies the way you work. You can you can instantly locate and connect with experts so you can share what you know and find out what you do not. [You can appear to be an expert on everything.]

-----------------------------------------------------------------------------------------------------------------------------------------Previous speaker notes...Let me further define what we mean by UC squared.

We define UC-squared as the deep integration of email, instant messaging, unified messaging, telephony, web, audio and video conferencingand rich presenceall delivered through a unified user experience

Lets talk about why Unified Communications and Collaboration is getting so much attention

There has been a lot of buzz in the industry around Unified Communications over the past year or so. Many organizations are already moving down the path of migrating their telephony and video network infrastructure to IP.and some organizations have started projects to integrate these converged communications channels into their users desktop environment through softphones and unified clients that make it easier for people to use the appropriate communications channels and be more productive.

But converging and unifying communications channels alone isnt sufficient or particularly exciting. Its not until you fully integrate into the desktop environment and add the power of collaboration to the equation that it becomes powerful. By collaboration, I mean software tools that allow users to share documents, chat in real time, launch web conferences that allow for shared whiteboarding and allowing for shared team spaces, etc.

By deeply integrating communications and collaboration together to deliver a rich multi-media collaboration experiencewith unified voice, video, IM, conferencing, Email & telephonyyou enable a whole new way for people, teams and communities to collaborate.

This helps increases the speed & accuracy of communicationIt fosters innovationIt saves time & moneyAnd it serves as a basis for powerful new solutions

IBM has adopted the term UC2 pronounced UC squared -- to describe the synergies created when you deeply integrate these capabilities together.

ecosystem of partnersindustry knowledge and experiencetechnical expertise open and
extensible platformUnified Communication & Collaboration Strategy

Lotus Sametime Software Platform

Sametime EntrySametime LimitedSametime StandardSametime AdvancedDelivered with
Lotus Notes

Integrates with Office,
Outlook, SharePointPersistent Chat RoomsBroadcast CommunitiesInstant Screen ShareLocation Services

Web ConferencingFile TransferApp & Doc. sharingVideo & VoIP chatA/V Conf Integration Telephony IntegrationMobile ClientsPublic IM Federation Location Awareness

Presence AwarenessRich text Chat

CommunityCollaboration($107 per user)UC Platform($74 per user)Enterprise IM($21 per user)The Sametime Product Family

Online meetings

Events

No IT staff required

SaaS licensing

Three participants levels: up to 14 ($501), up to 24 ($770) and up to 999 people ($1,014).

Lotus Sametime Unyte Web-conferencing service

Lotus Sametime Strategy and Family

Integration Points

Roadmap

Analyst and Market Review

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Lotus Sametime Software is Designed to Help Clients Excel

Instant MessagingPresence AwarenessWeb ConferencingIBM Lotus Sametime is the solution that can help you become a real-time business.

Lotus Sametime has always provided instant, anytime access to people and information through three key concepts:

Presence awareness. See, in advance, whether a person or application is available to collaborate, share information or take an action.

Instant messaging. Converse in real-time with one or many people via text messages, with optional audio/video integration.

Web conferencing. Share information, an application or an entire desktop. Engage in team white boarding.

in a Lotus Sametime client

in Lotus Notes

in Microsoft Outlook & Office

in Microsoft Outlook & Office

in Microsoft Sharepoint

in business portals

Communications & Collaboration Services

Info.

Collaboration Tools as the Focus

Line of Business Applications as the Focus

Apps

UC Enabling Business Applications & Processes

Over 400 IBM Business Partners can help

In addition to the inherent value and benefits Lotus Sametime software can deliver, there is a broad ecosystem of over 400 IBM Business Partners who bring their own value to a customers UC infrastructure.

This broad ecosystem we are investing in is central to our strategy and central to delivering value to customers. That is why we are partnering closely with the industry leaders in networking and communications the companies customers are working with already so that customers can advantage of their solutions from inside the Sametime environment on the desktop.

All of this is possible because of Lotus Sametime is built on the open Eclipse platform, providing customers with the choice and solutions you need to run their business more effectively.

Why Integrate

Saves money! Use IP network; reduce need for hard-phones

Facilitates office mobility! Take your phone and number with you!

Improves responsiveness! Reach the person, not the device!

Challenges

We don't plan to fully deploy VoIP for years. Can we still integrate telephony into our collaboration environment?

What if we are a mixed vendor telephony shop?

How do we deliver a consistent end user telephony experience?

Telephony integartion

UC as a integrated set of applications delivers broader range of benefits than individual applications alone. Rather than rely on the phone only, UC enables a virtually present experience so that workers can quickly communicate and collaborate.

Greater focus on embedding UC within business applications, processes, and workflows as UC penetration and maturity grows and enterprises explore ways tofurther accelerate operations through enhanced communications.

Greater focus on embedding UC within business applications, processes, and workflows as UC penetration and maturity grows and enterprises explore ways tofurther accelerate operations through enhanced communications.

Rich & Consistent Telephony User Experience

Simplified integration into heterogeneous communications environments

Intelligent call-routing

Sametime Unified Telephony (SUT)

Rich aggregated presence Incoming Call ManagementIntegrated SoftphoneConnect Multiple Vendor PBXsand more . . .

for easy integration avoid rip-and-replace YOUR timelineflexibilityYOUR choice of trusted vendorsopen platformPlan, deploy, manageSoftware, services, financingcomplete solutionin collaboration, communications & SOAexperiencein business processknowledgeIBM Offers a Holistic Approach ...

Lotus Sametime Strategy and Family

Integration Points

Roadmap

Analyst and Market Review

Demo

Lotus Sametime Standard 8.0Lotus Sametime Unified TelephonyLotus Sametime Advanced 8.0 Lotus Sametime 8.5Lotus Sametime Entry 8.0Lotus Sametime Entry/Std 8.0.1Q1 2008

Q2 2008

Q3 2008

Q4 2008

Planned Roadmap for Lotus Sametime Family

sametimesametimesametimesametimeLotusSametime Entry/Std 8.0.2sametime3Q 2009

sametimeLotus Sametime Advanced 8.0.1

Timeline

IBM Confidential

Sametime 8.5 Major Themes

Unified Meeting Experience

Persistent meetings model

Easy access

Improved video

New Web browser Client user experience

Leverage Web 2.0 technologies (no JavaTM)

Strengthen platform for emerging CEBP market

Extend UC services for easy access in other applications

Leverage Web 2.0 technologies to integrate into business applications

Central administration and management

Simplify management of Sametime platform

Lotus Sametime Strategy and Family

Integration Points

Roadmap

Analyst and Market Review

Demo

IBM Leads Enterprise Instant Messaging with Robust Functionality and Market Presence The Forrester Wave Vendor Summary, Q4 2007Winner, 2008 North American Enterprise Product of the Year Award Frost & Sullivan, 2008#1 most used Enterprise IM solution Osterman Research, August 2007Surpassed 100 million entitled users30% more
customers in 20071/3 were Outlook/Exchange shopsProduct of the Year UC MagazineIBM Lotus Sametime earned our Clear Choice Awardfor its superior messaging, high level of integration with other applications, ease of use, scalability and excellent security...Sametime's set of features is rich yet child's play to use, mostly because IBM gave it user-oriented conveniences... We unreservedly and heartily recommend IBM Lotus Sametime for IM in a corporate setting. It is feature-rich, intuitive to use, highly scalable and platform neutral.IBM Lotus Sametime tops corporate IM platform review, Clear Choice Tests ByBarry Nance, Network Lab Alliance,Network World,09/03/07

With Lotus Sametime IBM offers a true unified communications platform that customers can take advantage of now, said Melanie Turek, senior analyst, Frost & Sullivan. Strong partnerships, openness and extensibility and innovation technology developments give IBM a leading position in the collaboration market.

Enabling
business processesCustomer Stories Business Value and ROI

Enterprise-wide UC adoptionInnovation through collaborationProject management with instant-messagingUnified communications and collaboration solutions can drive measurable business value. And there are many options for where to start. Here are four examples.

Lets talk about your environment and the areas where unified communications and collaboration solutions could help your enterprise drive innovation and business agility.

Lotus Sametime software in the real world:
Colgate

Requirement:

Respond more quickly and cost-effectively to new opportunities

Grow service offerings without growing IT infrastructure and costs

Enhance communications with business partners, customers

Solution:

Improved communications by fully integrating voice, chat, Web conferencing, with e-mail and applications

Supports virtual teams move work to where the right person is, not moving people to work deploy to BlackBerry devices, as well as to desktops

Secure meetings & chat with customers and business partners

Background:

Colgate-Palmolive Company (Colgate) is a leading global consumer products company focused on oral care, personal care, home care and pet nutrition. The company sells its products in more than 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, Mennen, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, Elmex, Ajax, Axion, Soupline, Suavitel, Fab, and Hill's Science Diet and Hill's Prescription Diet pet foods.

Business Drivers for Lotus Sametime@ Colgate-Palmolive

Establish a global culture of online collaboration

Enable secure collaboration with business partners

Facilitate efficient communications to drive new products to market faster

Control travel costs by increasing use of on-line meetings

4 servers support 20,000 Colgate employees and 6000 business partners

500 Blackberry users, expected to double every year

In order to identify and respond more quickly and cost-effectively to new opportunities, Colgate-Palmolive needed to grow its service offerings without a corresponding escalation in IT infrastructure and costs.

At Colgate, Sametime is a business critical application. The client leverages the Lotus Sametime software to encourage immediate communication between internal staff. The organization also worked with its business partners to coordinate its instant messaging systems with those of partner organizations, enabling improved communication and the ability to conduct e-meetings without a virtual private network (VPN) connection. An external Sametime server was deployed so that Colgate could securely meet with customers and business partners. This server is used for Sametime web conferences as well as providing a secure chat option. Colgate partners can also leverage the Lotus instant messaging software to gain access to a partner-facing version of the client's portal.

The current Sametime environment is slated to be upgraded to Sametime v7.5.1 later this year. In addition, Colgate will be implementing the Sametime 7.5.1 Gateway to enable their users to securely connect to public IM Networks and will deploy ST 7.5.1 to Blackberry devices this year. Colgate is also looking to add Audio/Video and Telephony integration into the Sametime environment. The technology group at Colgate is working with IBM business partners, so that when Sametime v7.5.1 is released, they will have already mapped out the integration strategy of these new features and functions. This will then allow the team to deliver on the UC&C strategy on a global level. 2008 plans will include Expanded implementation of UC2, including PBX integration to Sametime.

Lotus Sametime software in the real world
Celina Insurance

Challenge

Increase competitiveness against larger carriers by integrating independent agents into business processes & providing superior services and support

Solution

Integrating Lotus Sametime into Web-based applications enables real-time, contextual collaboration makes it easier for Celina staff and external agents to interact

Benefits

Policy turnarounds go from weeks to days by integrating and automating business processes that span Celina and its agents

Faster, better service to agents and their customers due to integrated systems and real-time collaboration

50 percent reduction in phone calls and costs due to instant messaging option, and 40 percent reduction in head count for same volume of business due to streamlined processes

Lotus Sametime creates a community. The agents appreciate that they can instantly connect with their Celina underwriteror anyone else in thecompanyat the click of a button. We have even had a competitor call us to find out how we do this.

Rob Shoenfelt, Chief Information Officer Celina Insurance Group

The integration of Lotus Sametime into Web-based applications enables real-time, contextual collaboration that simplifies agent interactions with Celina staff. Looking at a policy on the extranet, an agent can see the underwriter's name for the policy, click on the name and initiate a chat session. When the chat session starts, the underwriter receives the policy number and a link to the policy enabling them immediately to view itso both parties are looking at the same document online simultaneously. The agent can also initiate faxes to the underwriter and contact the claims adjuster associated with the policy. Lotus Sametime creates a community," says Shoenfelt. "The agents appreciate that they can instantly connect with their Celina underwriteror anyone else in the companyat the click of a button. We have even had a competitor call us to find out how we do this."

Real-time collaboration among Celina staff and agents has been firmly embedded in the culture, helping agents to provide fast, accurate service to their customers. By being able to respond dynamically to the needs of agents, and providing them with the tools necessary to close more business and keep customers happy, Celina has forged strong bonds with the agentsa distinct competitive advantage.

Real-time collaboration increases knowledge transfer across organizational boundaries at GE (Lotus Sametime over Outlook)

Lotus Sametime facilities a friendlier mode of communication. By managing it centrally for the entire enterprise... people can truly work together.

Doug Amsler, Chief Collaboration Architect, GE

IntelliCare is a company that has built its entire business model around a remote workforce.

Intellicare provides medical phone support for about 250 hospitals, health insurance companies, doctors practices. They have a remote-workforce model 75% of its nurses work from home.

The key benefits they have found from deploying real-time collaboration are:

Nurses can tap peers to assist them in advising a patient while on the phone. (i.e., find someone who specializes in pediatrics, say)

Set up micro-training sessions via Web conferencing to address a specific topic

Helped create a sense of corporate community among employees eliminate sense of isolation people feel working by themselves.

Plays important role in keeping costs down - Can leverage resources and expertise in real time across country to whoever needs it. This is key in managing costs not having to replicate expertise in each location you have, but being able to share that expertise across the enterprise.

E-mail isnt designed for supporting real-time work process, and in particular not medical processes where we need answers right away.

Challenge

Create new, diverse set of businesses through a merger

Share knowledge, best practices for competitive advantage

Solution

Introduce 23,000 people to 17,000 people implement Lotus Sametime to foster a collaborative community

Phased approach: converge networks, add VoIP, IP phones, video

Benefits

Cost savings

Increased productivity

Greater customer satisfaction

Decreased time-to-market

Increased information delivery quality

Knowledge assets retained

We have a globally diverseorganization with a largecarde of knowledge. To thedegree that knowledge canbe extracted, leveraged, developed, manufactured &matured using social technologies we see thatas a critical differentiator.

Josh Kimball, VP,Strategic Technology Group,The Bank of New York MellonAlternative pull out quotes:

Pete Johnson, Bank of New York Mellon's senior vice president of enterprise architecture and Web services on IT help desk application: "You name a technology topic, I guarantee you I have 10 people who know it," he said. "You ping that community, and in a few hours you will get answers."

Kurt Woetzel, CIO: Bank of NY Mellon is "leveraging the human capital of the company" while in the midst of a massive organizational change, just four months after Bank of New York Co. Inc. and Mellon Financial Corp. closed their merger. "We're bringing together our community in a way we haven't in the past. (American Banker)

Josh Kimball: We're looking at social technologies to identify people that come from their respective organizations that have expertise in a particular area so we can decrease time to market, and get more traction with our clients.

Background:

- The leading global provider of securities servicing with more than $18 trillion in assets under custody and administration

- The leading provider of corporate trust, depositary receipt and shareowner services

- The leading provider of clearing services

- A leading provider of wealth management with 83 offices in the U.S. and U.K.

- A leader in U.S. cash management and global payments

- Leading client service scores in all major businesses

Merger (July 07) - BNY = heritage Lotus (Notes, Sametime). Mellon = not standardized. Open approach gave Lotus the advantage

Customer Requirements

- Build synergies from the merger of two large custodial banks to create a new, diverse set of businesses

- Create competitive advantage through the use of collaborative technologiesshare knowledge, best practices, drive innovation

- Flatten the organization and remove physical and knowledge-based silos by leveraging similar toolsets across all desktops

BNY Mellon is an information technology company. All of our major business lines are fundamentally dependent on technology as a core product component. Furthermore, in most of our businesses it is our client visible technology that differentiates our products and services.

This is particularly true of our transaction processing businesses, including asset servicing, investor services, and payment solutions. In these businesses, our technology provides our clients their primary point-of-contact. Technology is the face of BNY Mellon to many of these customers on a day-to-day basis. Furthermore, technology is a critical point of differentiation (for better or worse) against our competitors. As an example, a thorough demonstration of our business applications is part of the sales process in pursuing nearly all new business opportunities.

The Bank of New York Mellon references its uniquely collaborative working style as a key differentiator

Employees share ideas about all aspects of their business thru blogs, wikis, defined groups and collaboration tools. With the merger of the companies, they are bringing together communities to increase productivity and human interaction in a positive way.

Geographic diversity + ~20% of employees expected to retire within 3 years...Millenials toolset expectations

Solution

IBM designed & implemented a converged network, VoIP and IP phones, Lotus (Lotus Connections for social networking), Lotus Quickr, Sametime (for instant messaging and presence and click to call), Notes (calendaring and email), and Cisco MeetingPlace (for Web Conferencing).

Note: IBM lent insight & experience from usage of its own tools, client experience

Future:

the company plans to develop "use cases" for the tools, such as drawing together resources from around the world to build a complex product.

BNY looking @ prototyping B-to-B transactional activity... customers would be able to initiate real time session with either a client service officer, a relationship person, or back office operations person--deliver a richer, more efficient experience for end clients

(American Banker, 11/9/07): One person, for example, mused about the potential of sharing back-office, compliance, and trading systems among the company's dozen asset management boutiques.

Customer value

Cost savings: Reduced infrastructure complexity and IT support for common, basic tasks (help desk)

Increased productivity: professionals complete as is tasks in less time and/or differentlyproducing value Bank of New York Mellon did not deliver before

Greater customer satisfaction: anticipate customer needs, deliver high-touch, interactive servicesdecreased time-to-market/increased quality in information delivery

BNY clients are by-and-large very big institutions, who expect BNY to deliver high touch services which are often interactive in nature. And these clients expect regular progress in increasing time-to-market and quality in information delivery

20% of employees expected to retire within 3 yearsknowledge assets retained, millennials toolset expectations are met

Runs Nortel, AVAYA, CISCO PBXs

Why Lotus Sametime / critical differentiators:

Mellon was a Microsoft Exchange/Outlook customer while the Bank of New York is an IBM Lotus Notes, IBM Lotus Domino and IBM Lotus Sametime customer. The new entity needed to choose the most strategic partner that could offer the most affordable price. Also, standardizing on a communications platform was important.

Open programming model disparate environments (i.e. PBXs)

Ease of integration with Notes, social collaborative technologies (Quickr, Connections)

Sametimes ability to create cohesiveness across business processes

Lotus Sametime Strategy and Family

Integration Points

Roadmap

Analyst and Market Review

Demo

10 years experience with over 100 million business users worldwide

Open platform for easy integration

Flexibility in choice over 400 3rd-party vendors

Acknowledged solution with dozens of awards

Development in Israel, committed roadmap

Lotus Sametime - Summary

Dvir ReznikIBM Software Groupdvir@il.ibm.com http://dvirreznik.blogspot.com

thank you

IBM Corporation 2008. All Rights Reserved.

The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

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