Innovative Anwendungen mit Unified Communications

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Elmar Bayer
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1 Innovative Anwendungen mit Unified Communications Prof. B. Stettler Institut für Vernetzte Systeme HSR Forschungstag, 17. September 2009

2 Agenda - Geschäftsnutzen solcher Anwendungen - In fünf Schritten zum Ziel - Beispiele innovativer Anwendungen 2

3 Business Processes and the Human Latency Current Reality Market Event CRM ERP II Extended Enterprise Industry App. Back Office Whenever human intervention or a decision is required, the process must stop and move to a different infrastructure/ process chain. Real-Time Voice or Messaging Infrastructure Real-Time Voice or Messaging Infrastructure Each human intervention can add minutes, hours, days or weeks to the process. Future Potential Market Event Human intervention may still be required, but with communications integrated into the process presence, messaging, realtime voice the delays are minimal. The application will directly contact the appropriate person using a communications application.

4 Problem der nicht integrierten Wertschöpfungsketten Products Parts / Materials Parts / Materials Parts / Materials Parts / Materials Manufacturer Global Distributor Importer / Local Distributor Vendor / Partner / Store etc. Custo-mer / End User Demand

5 Zwei Arten von Produktivitätssteigerungen Persönliche Produktivität Schneller den/die richtige Person finden Intern: first call resolution Extern: finde den richtigen Ansprechpartner bei Kunden und Lieferanten Team Collaboration (wie arbeiten wir zusammen) Single Inbox for everything Integration von mobilen Devices Business Produktivität Integrieren von UC Funktionen in die Geschäftsanwendung Automatisches Triggern/Initiieren der Kommunikation Liefern der richtigen, geschäftsrelevanten Information Entscheidungsprozesse beschleunigen (z.b. Bewilligungsverfahren) 5

6 Return on Investments (ROI) 6 Source: published Business Cases, UniComm

7 Agenda - Geschäftsnutzen solcher Anwendungen - In fünf Schritten zum Ziel - Beispiele innovativer Anwendungen 7

8 In fünf Schritten zu mehr Wertschöpfung mit Unified Communications IP-PBX: Peer-to-Peer Telephony Mobility New Devices (Softphones) GSM Integration IP Telephony / QoS enabled IP network

9 In fünf Schritten zu mehr Wertschöpfung mit Unified Communications IP-PBX: Peer-to-Peer Telephony Mobility New Devices (Softphones) GSM Integration Dial from PC / open related Contacts Calendar Mail Office ERP CRM Computer Telephony Integration (CTI) IP Telephony / QoS enabled IP network

10 In fünf Schritten zu mehr Wertschöpfung mit Unified Communications IP-PBX: Peer-to-Peer Telephony Mobility New Devices (Softphones) GSM Integration Dial from PC / open related Contacts Calendar Mail Office ERP CRM Skype for Enterprise Intelligent Call-Routing New media channels shared documents Presence, IM, Video, Collaboration Computer Telephony Integration (CTI) IP Telephony / QoS enabled IP network

11 Beispiel: Microsoft Office Communicator (MOC) Rich Presence Enhanced presence and search Schedule/OOF integration IM to Voice and Video Telephony Control phone from PC (PBX) Incoming call alerts Conference call controls (PSTN) Audio/Video/Data Live Meeting integration Office System Integration 11

12 Verbesserte Integration der Firmen entlang der Wertschöpfungsketten Enterprise A MTLS MTLS MTLS Enterprise B OCS Access Proxy Access Proxy OCS LCS Clients LCS Clients INS-HSR

13 Beispiel: Verteiltes Extreme Programming INS-HSR

14 In fünf Schritten zu mehr Wertschöpfung mit Unified Communications IP-PBX: Peer-to-Peer Telephony Mobility New Devices (Softphones) GSM Integration Dial from PC / open related Contacts Calendar Mail Office ERP CRM Skype for Enterprise Intelligent Call-Routing New media channels shared documents UC-enabled Workflows Machine initiated UC & actions Voice Interfaces to Apps Integrate UC into IT Presence, IM, Video, Collaboration Computer Telephony Integration (CTI) IP Telephony / QoS enabled IP network

15 Beispiel: Presence/IM integriert in Webseiten Demo-Website 15

16 Beispiel Siemens Verkauf: Expert Escalation "My Presence" and "My Preferred Device" show colleagues' own availability and routes calls to the preferred device Manually dial contacts (clients or colleagues), conference in colleagues into active calls and join live meetings in real time Manage active calls Context-specific workgroups based on CRM page (here: "mortgage specialists") See availability and contact colleagues by phone, IM and mail directly with one single click

17 Beispiel Logistik: Einsatz von VoIP Geschäftsprozess: Beladen von Lieferwagen mit Retailartikeln SAP erteilt Auftrag via Text-to-Speech an Lagermitarbeiter (z.b. 10 Pack Mineral) Mitarbeiter bestätigt die Lieferung der bestellten Menge einer Teillieferung SAP verbucht die Lieferung INS-HSR

18 In fünf Schritten zu mehr Wertschöpfung mit Unified Communications IP-PBX: Peer-to-Peer Telephony Mobility New Devices (Softphones) GSM Integration Dial from PC / open related Contacts Calendar Mail Office ERP CRM Skype for Enterprise Intelligent Call-Routing New media channels shared documents UC-enabled Workflows Machine initiated UC & actions Voice Interfaces to Apps Instant multichannel access to skills and information Always available Multichannel Interface (Chat, Voice, Video, Collaboration) New Customer experience Integrate UC into IT Presence, IM, Video, Collaboration Computer Telephony Integration (CTI) IP Telephony / QoS enabled IP network

19 Beispiel: Call Center Lösung per Public IM

20 Beispiel: Landsend.com Collaborative Commerce Web Client Agent Control Panel Shared View Control Panel Shared View Cisco Collaboration Server Collaboration Server Web server client Agent Collaboration Control Web Client server and control panel agent client Agent receives Page control browser is requests panel returned receives join panel Server tells contacted are collaborating collaboration browser recognizes notified for to of and to notified page agent retrieves from of new Web session page get new same new page change URL page page server Web Server INS-HSR

21 Zum Abschluss ein paar kritische Gedanken By 2010, 70 percent of the population in developed nations will spend 10 times longer per day interacting with people in the electronic world than in the physical one (0.6 probability). By 2015, the average urban citizen in the U.S. and Europe will use at least six wireless networking technologies in a day (0.6 probability). Source: Gartner 21

22 Fragen? HSR Forschungstag, 17. September 2009

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