Portsmouth Business School Centre for Enterprise Research

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Portsmouth Business SchoolCentre for Enterprise
Research InnovationStrategies for Effective
CommunicationPresenter David Starkey
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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. . .
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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
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Players in Unified Communications
We will look at just two. . . Cisco Microsoft
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The Power of Unified Comms!

• Presence
• Preference
• Messaging

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The Power of Unified Comms!

• Presence
• Preference
• Messaging

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The Power of Unified Comms!

• Presence
• Preference
• Messaging

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The Power of Unified Comms!

• Presence
• Preference
• Messaging

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The Power of Unified Comms

• Presence
• Preference
• Messaging
• Phone
• Video
• Email
• Instant Messaging (IM)

We know how we should message colleagues, and by
what means. . .
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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?id55815
redirYESuserid(none)
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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?id55815
redirYESuserid(none)
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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?id55815
redirYESuserid(none)
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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?id55815
redirYESuserid(none)
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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?id55815
redirYESuserid(none)
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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?id55815
redirYESuserid(none)
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Cisco UC Systems
The Promise of Unified Communications can be
viewed at. . . (click the play button)
http//tools.cisco.com/cmn/jsp/index.jsp?id55815
redirYESuserid(none)
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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_DemoOver
view/index.html
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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!
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Run the Video. . .
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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!
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End of Presentation Thanks for Listening Any
Questions?