Portsmouth Business School

Centre for Enterprise Research & Innovation

Strategies for Effective Communication

Presenter: David Starkey

Players in Unified Communications

There are quite a number of companies
providing some sort of unified
messaging or communications system
to clients, but the leaders with vision
can be found here. . .

Players in Unified Communications

There are quite a number of companies
providing some sort of unified
messaging or communications system
to clients, but the leaders with vision
can be found here. . .
Cisco
Microsoft
Siemens
Alcatel
Nortel

Players in Unified Communications

We will look at just two. . .
Cisco
Microsoft

The Power of Unified Comms!

1. Presence
2. Preference
3. Messaging

The Power of Unified Comms!

1. Presence
2. Preference
3. Messaging

The Power of Unified Comms!

1. Presence
2. Preference
3. Messaging

The Power of Unified Comms!

1. Presence
2. Preference
3. Messaging

The Power of Unified Comms

1. Presence
2. Preference
3. Messaging
a) Phone
b) Video
c) Email
d) Instant Messaging (IM)
We know how we should message
colleagues, and by what means. . .

The Promise of Unified Communications (Insurance)

This insurance agent would like to settle her
clients claim at their storm damaged house.
But she cant connect with her firms back office
servers, and also cant find an available adjuster
to authorise payment.
She therefore cannot settle the claim there and
then, and must make a second or even third visit.
The result?
Unhappy clients. . .and an opportunity to build a
bond with the claimants is lost.
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The Promise of Unified Communications

With Unified Communications in place, the insurance
agent can connect with her firms back office servers,
and she knows which adjuster is available to authorise a
payment her Blackberry shows her which adjusters
are available, and by what means.
She emails him a copy of the claim form she has
completed, and photos of the damage. He sees the
damage, and can confirm the clients have a valid
insurance policy. She pays the claim.
The result?
Happy clients. . .and new loyalty to the insurers.
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The Promise of Unified Communications (Plumbing)

The clients pool pump is venting water all over
her yard, flooding it before a party.
She rings her service company for help, gets put
on hold, and when she gets through, the helpdesk
technician doesnt know where his service
engineers are, or have any way of reaching them
He just gets their voicemail when he rings them.
Result?
An unhappy client, a flooded yard, no party, and
no future orders from that client.
Is there a better way?
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The Promise of Unified Communications

When she rings, the client is given a priority Urgent
response to make, which connects her to the helpdesk
straightaway.
The technician tells her there is a manual shut off pin she
must engage to use the shut off handle. He messages a
pump diagram to her, and she finds the pin.
With the water off, the party is back on!
She asks the helpdesk technician if the service engineer
can bring an accessory with him when he visits to do a
permanent repair. The technican can see the accessories
carried by each van in real time. Yes, the required
accessory is on board and another sale is made!
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The Promise of Unified Communications (Health)

A hospital doctor would like a second opinion on
an MRI scan, but he is unable to find a consultant,
and doesnt have access to other consultants
currently at home.
Result?
Patients get diagnosis delays, and the hospital
bed is still unavailable.
Hospital staff are frustrated
Patients do not get the treatment they deserve.
Is there a better way?
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The Promise of Unified Communications

There is!
The doctor can see from his
Unified Communications Interface
that consultant Mr Chan is on a
call, so sends him an Instant
Message. Mr. Chan sees he is
wanted, and ends his call.
The doctor shows him the MRI
scan via a video link to Mr. Chans
home
PC,
and
they
videoconference to diagnose the
patients problem.
The dark spot is an MRI artefact,
and nothing to worry about.
The patient is discharged, the bed
is regained, the doctor and patient
are happy, and the consultant gets
a round of golf!
http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

Cisco UC Systems
The Promise of Unified Communications can be viewed at. . . (click the play button)

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

Microsoft UC Systems
Microsoft have a Unified Communications solution based around Office 2007, Office
Communicator, Live Communications Server, Live Meeting & SharePoint Portal Server

See: http://www.microsoft.com/UC/Demos/UC_DemoOverview/index.html

Cisco MeetingPlace & Cisco Videoconferencing Manager

I could tell you about these systems

for collaborating online. . .
. . .but its so much better if you see
it for yourself!

Run the Video. . .

Unified Comms offers a challenge for Managers. . .

Significant increases in staff productivity are possible, but this is at the
expense of the staff who have become more flexible.
Managers not only need to think about planning for the hardware and
software to make Unified Communications a reality. . .
. . .they also need to think how they can reward and motivate staff to work
flexibly, and so see a return on the investment required.
Introducing Unified Communications is about using the best choice of
media to deliver messages to the right people, who can be found because
their presence is known, and have a preferred means of contact.
Unified Communications open up a new world of nigh quality video on
demand to any device, anywhere. For this University, this means distributed
and distance learning for students as if they were on campus.
With Unified Communications. . .the WORLD is our campus!

End of Presentation
Thanks for Listening
Any Questions?