january 23-26, 2007 ft. lauderdale, florida who in the enterprise needs uc first? the user...

January 23-26, 2007• Ft. Lauderdale, Florida

Who In The Enterprise Needs UC First?

The User Perspective

By Art Rosenberg, The [email protected] 2007 The Unified-View

January 23-26, 2007• Ft. Lauderdale, FloridaCopyright 2007-The Unified-View

UC From the End User Perspective

• Multimodal communication devices

• Wireless mobility and personalization

• Business and personal communications

• Business process applications contact people

• People productivity – Individuals, Groups

UC needs will be different for individual users, independent of the business processes they support (Personalization)


“It Takes Two to Tango” – More to Communicate in a Business

Process

• Contact initiator– Initiator’s modality choices for communication vs. recipient’s

– Automated business application or person

• Contact Recipient(s)– Response to real-time attempt– Response to asynchronous messages– Screening contacts, managing priorities– Person-to-person vs. multi-party conferencing– Specific recipients or anyone qualified or available


The Complex World of Converged, Multimodal Business Communications

• New converged network and application infrastructures• Access security and authentication – New domain of concern

• New contact modalities - e.g., Real-time text messaging, video, pictures, mobile access, information exchange, “Push-to-talk,” “click-to-call,” etc., Device dependent

• Information exchange between people - Attachments, links

• Contact Initiators and Recipients – One hat, different needs

• Business process priorities – Impact on user priorities

• Automated applications – Proactive contact with people

• More Communication productivity – Micro and Macro Productivity

• Privacy vs. contact “intelligence” – Presence management

• Multimodal devices – Software clients; desktop, portable, personalized handheld; Crossmodal, transmodal communication flexibility; personalized, device independence

• Hosted application services vs. CPE/CPS – “Try before buy”

• New multimodal business contact etiquette?

Multimodal UC is not just your father’s telephone or message system!


UC Modalities

• Contact role– Contact initiator– Contact recipient

• Time modalities– Real-time– “Near” real-time (Immediate notification)– Asynchronous– “Push”/”Pull” message delivery

• User interface and content (media) modalities– Voice– Text– Video– Combinations

• Device modalities– Desktop (Fixed, portable, kiosk)– Handheld


UC Modalities

• Connectivity modalities– Wired– Wireless – Wi-Fi, cellular

• Usage service modalities– Enterprise system– Hosted service– Combination

• Endpoint device personalization modalities– Enterprise business contact address/ business process application clients

(Extension to cellular, “One- #” svc, Wi-Fi, Wi-Max, Fixed-Mobile Convergence)

– Personal, consumer contacts (Carrier services)

• Information exchange modalities– Attachments– Web links

• Presence Modalities – Real-time availability contact options– Non-real-time message delivery options


The People in a Business Process

• Different people in the same organization (same or different locations)

• Different people in other organizations and locations

• “Customers” who may be anywhere

All of the above need to communicate efficiently to more quickly resolve a

business process issue!


Metrics for Communications Productivity

• Micro-productivity = Individual time efficiency– May reduce costs– Contributes to productivity of various business processes

• Macro-productivity = Group contact efficiency– Affects business process task completion time – Includes performance of all involved end users and any

automated business applications


What Will UC Do For End Users and Business Processes?

Greater communication flexibility/efficiencies for people

• Enable users to switch modalities of contact dynamically (“Crossmodal,” “Transmodal”) as needed

• Give initiators contact “intelligence” (Presence) to be more efficient

• Make recipients more contact accessible in more ways– Enable recipients to be more responsive to messaging

• Improve business process performance– Increase efficiency of people communication components– Reduce process “time overhead,” costs of business processes

Bottom line? – Reduce “contact latency,” maximize people productivity, more efficient business processes


What Will Device Mobility Do For End Users?

• Makes people more “virtual”– Mobile devices make people real-time accessible for all contacts

(people, applications)– Device form factors will limit mobile “work”

• Device mobility, coupled with multimodal flexibility, increases both initiator choice and recipient accessibility

– Personalized devices, software clients

• Converges need for business and personal contacts on one device– Separate contact access (dual addressing)– Separate contact management as recipients– Need network interoperability

Bottom line? – Communicate anyhow, anywhere, any time


What Will “Presence” Management Do For UC Users?

• For contact initiators– Real-time accessibility, availability of recipients, modality -contact

intelligence

• For contact recipients– Access control, flexible response

• For automated business process applications– Similar to human contact initiator – “intelligence”

“Federation” needed across enterprise and public service network boundaries

(Person-to-person, Groups)


Where Do Speech User Interfaces Fit?

• Speech recognition and TTS for User Interfaces, context conversion

• Part of multimodal interface flexibility

• Traditional phone callers and self-service applications

• Situation dependent (Hands-free, eyes free)

• Particularly useful for multimodal, handheld mobile devices in dynamically changing environments – speech input, visual or speech output


Does Everyone In the Enterprise Need UC?

Ultimately, yes, but for both business and personal needs, different for each user!

Greatest values to end users are ANY time-critical contact situations:

• A business issue notification/response need from a person or business process (Internal, Partner, Customer)

• A service notification/response need, which may be business related (e.g., flight cancellation,)

• Personal emergency notification/response from family, friends


Where Do You Start Your Enterprise

UC Migration Planning?

• Highest costs?• Which business process applications?• What contact problems?• What ROI needs?• Which users? How many?• Which devices?• Which communication infrastructures?• Which providers (Networks, CPE, communication applications,

business applications, hosted services)?

Do your homework!


Do You Know What Your Users Do Now?

• What business processes are they involved in on a regular basis?

• Are any of them customer-facing or customer-related?• How important is their role in the process?• What communication devices and services do they use and how

much?• Who do they communicate with on a regular basis for time-

critical business process issues? • What contact problems do they experience the most, both as

contact initiators or as contact recipients?


Where Are Your UC Migration Priorities?

• High-value business process tasks that are often time-sensitive

• High-volume business processes that involve many people and their task productivity

• The key users associated with a high-value process– Specific individuals– Anyone in a group– At specific locations or anywhere– Within the organization or outside (Partners, Customers)

• The UC capabilities that key users need to be most flexible and efficient, as initiators or recipients, to support business process task performance


“Customer Contact” Business Processes

• Customers are special– Customers are high-priority business contacts– Generate revenue– Control their own communications – Customers are becoming multimodal and mobile

• UC ROI for Customer-facing Contacts– Customer “Productivity” – Satisfaction, retention

Give them what they need, don’t waste their time!

– Cost Reductions – Flexible, live assistance staffing; Integrate with self-service applications, automated notifications

– Staff productivity – Flexibility for efficient, collaborative access for First Contact Resolution (FCR)


What Are Your Users’ “UC Profiles”?

Today• Job responsibilities• Contact responsibilities, activities and needs - Problems

• Value to business processes and enterprise – Priorities

Tomorrow Will Change• Benefits from wireless mobility• Benefits from UM• Benefits from UC


Summary• Personalization and convergence of business communications –

Multimodal devices, mobility, business and personal contacts

• Business process performance depends on contact efficiency of all users involved in the process – Macro-productivity vs. Micro-productivity

• People are both contact initiators and contact recipients, but UC needs for each modality must be personalized

• Automated business applications are also contact initiators (directly or indirectly)

• Migrating to UC needs to be selective, based on the value of business processes and the personalized communication needs of the individuals involved in those business processes.

january 23-26, 2007 ft. lauderdale, florida who in the enterprise needs uc first? the user...

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