Enabling users with unified communications

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1 Enabling users with unified communications

2 CONTENTS Enabling Transformation The Business Agenda Capabilities Unified Delivering Results Outcomes and Effect WHY COMPUTACENTER? Experience and Evidence 02

3 Enabling Transformation In today s fast-moving digital economy, organisations of every size and type must continuously evolve to meet the challenges of globalisation and the on-going quest for competitive advantage. Success relies on enabling users whether customers, employees or partners through the deployment of new and flexible ways of working. Gartner estimates that by 2016 every mobile device will be connected to at least five different cloud file storage or sharing apps. The number of mobile social users is expected to reach 2.5 billion within the next two years, and 75% of IT decision makers currently rate enterprise mobility as one of their top five priorities. Now, more than ever, IT must connect people to people and people to information wherever, whenever and however they need to work. A successful unified communications strategy achieves a seamless and consistent user experience across multiple devices and connections. It simplifies relationships with customers, suppliers and stakeholders, uniting the business and its users across multiple geographies and sites. The connected enterprise is becoming a reality. Organisations need to make the existing workforce smarter and more efficient, as well as retain and attract talent Forrester 03

4 The Business Agenda Successful organisations must achieve and maintain a workplace that is agile in responding to dynamic market drivers and adept at supporting modern workstyles and experiences. Enabling flexible working: Increasingly dispersed teams demand a seamless experience of connecting to customers and colleagues via the most appropriate devices and locations. 75% of workers say that flexible working has boosted their job satisfaction and 87% of full-time professionals would look for flexibility in a new job. The ability to support mobility and smart working is a core business objective for unified communications, and it is estimated that over 90% of UK employers currently offer some kind of flexible working. 04

5 The Business Agenda Achieving agility: With the volume and speed of change impacting on today s enterprise organisations, their ability to make the right decisions quickly has become business-critical. By connecting people and information, unified communications empowers organisations to act decisively and to enhance the collaborative skills of its people. A recent survey revealed that businesses that have enabled faster, more informed decision making (for example through the adoption of cloud technologies) show almost double the revenue growth and nearly 2.5 times higher gross profit growth compared to similar companies taking a less pioneering approach. Driving collaboration: 75% of businesses agree that online collaboration tools will be important or somewhat important to their business during the next 14 months, and 97% of businesses using collaboration software report being able to service more clients, more efficiently. Products like Cisco Jabber and Microsoft Lync enable users to connect with colleagues across different departments and geographies. Collaboration needs to be real-time, reliable and cross-platforms and, with 44% of users relying on wireless as the vehicle for connecting, tools must be compatible with smartphones and tablets. Every step an organisation takes to enable a connected and mobile workforce will have a security, physical infrastructure and network impact. CIOs need to be responsible for introducing technology solutions that help break down silos, boost cross-team collaboration, drive end-toend customer experience, and engage more deeply with customers. Gartner 05

6 Capabilities Unified Unified Communications (UC) solutions from Computacenter improve collaboration right across the enterprise business, to enable new ways of working, deliver cultural change and drive the digital agenda. With our experience of blending multiple communications channels, such as voice, video, IM and , onto a single always-available platform, we help customers to increase productivity and enhance the user experience. Presence Unified messaging Instant messaging Audio conferencing IP telephony VoIP Capabilities Unified Web conferencing Digital signage and media Video conferencing Desk-todesk video Portals File sharing Social networking Content management 06

7 Capabilities Unified With our 30- year track record in datacenter, network and workplace transformation, we are experts in helping customers to ensure that their IT ecosystem supports the most appropriate technologies and provisioning models for UC deployment. By proactively addressing increased volumes and variety of traffic, such as those from video-conferencing, we ensure that customers can adopt new collaboration tools without concerns over poor network performance. We also help them to become agile and more responsive to the changing needs of users. Within the workplace, we enable customers to transmit data, voice and video to a growing number and variety of endpoints. In an increasingly wireless world, we ensure that customers can support new workstyles and use cases, achieving a rich UC experience that is reliable and secure across all devices, from the core to the edge of their organisation. 07

8 Delivering Results Computacenter s UC Blueprint Services take a structured and proven approach to removing roadblocks and achieving consistent, accelerated outcomes. Our services include the advanced integration of Cisco and Microsoft solutions; desktop and enterprise video optimisation; consultancy for business-ready digital signage; unified communications for mobile users; and accelerated deployment services. Our 240-strong consultancy practice spans all areas of IT, providing leading advisory services, design expertise and risk-free transitions. We take an assessment-led, outcome-based approach to identifying optimisation and transformation opportunities. The result is a UC roadmap that takes account of business priorities, desired outcomes, risks and cost on the journey from the current state to the future state. Through our Network Operations Centres (NOCs), we deliver tailored network management, monitoring and maintenance, with a rapid response capability, across multiple geographies. 2,600 Computacenter staff in 12 Service Desks, and 1,500 Global Infrastructure staff in 7 International Operations Centres, deliver user support to 1,000 customers, across 85 countries, handling 5 million calls per year and 350,000 tickets per month. Collaboration is enabled by technology, but collaboration is not just about technology. Organisations still need to identify and remove the roadblocks preventing a more collaborative environment from taking flight. Gartner 08

9 Outcomes and Effect Enabling Users: Successful UC ensures that users experience consistent end-to-end connectivity and access to information across multiple channels whether they are working remotely, on the move or from the office. Video conferencing, enhanced voice services, social media and messaging ensure better engagement and more effective collaboration with customers and colleagues. Delivering to Business Objectives: Our UC solutions help to grow competitive advantage by boosting productivity and enabling more responsive and engaging services. We help customers to accelerate innovation and growth with faster decisionmaking and to improve customer experience and employee satisfaction, through more effective communication tools. Empowering the CIO: UC supports the CIO in meeting demands from the business for faster access to information and a better end-to-end user experience. We help to simplify user support and solution management, reduce operational costs and complexity, and achieve increased user adoption and satisfaction. 09

10 Connecting People and Information conferencing field ENGINEER COMMUNICATION TOOLS home-based user remote worker BACK OFFICE COMMUNICATION TOOLS ROAMING international user Security perimeter at every level 10

11 WHY COMPUTACENTER? With our user-focused approach to transformation, we have the skills and understanding to assist customers at every stage of their UC journey working from design right through to implementation and support, ensuring right-first-time outcomes. With our vast pool of consulting expertise, we help customers make informed investment choices that consider the wider impact of new technologies on security and physical infrastructure. By fully integrating new investments with existing infrastructure, processes and systems, we ensure that the benefits are fully realised. We are one of Cisco s top 5 partners in the UK and a Microsoft Lync Gold reseller. Additionally, we have market-leading relationships with best-of-breed audio visual infrastructure partners, UC solutions vendors and industry specialists. This ensures that we offer a comprehensive integration and services portfolio resulting in right-fit, not only-fit solutions. Through our Customer Experience Centre (CEC), and Solution Centre, we can not only showcase market-leading technology, but can also deliver, test and validate real-world integration between multi-vendor solutions. 11

12 WHY COMPUTACENTER? At Computacenter, we ensure maximum business value is achieved by delivering a leading user experience at the edge, that is supported by an exceptional understanding of the core. From physical infrastructure to wireless and security solutions, we support UC at every level, and we offer managed services solutions to monitor and maintain the network, keeping a consistent and superior user experience. Our supporting capabilities: We are the largest structured cabling provider (by revenue) in the UK, and have the highest level of accreditation from all major vendors, ensuring that we are best placed to support UC solutions from the ground up. With five Operational Command Centres and a range of global Network Operation Centres, we offer 24x7 remote monitoring and support across all geographies. In an average year we execute 1,000 changes, respond to 2,000 requests and resolve 6,000 incidents across our customers networks. As a result of our 15-year track record in advanced wireless deployments, we have established industrialised processes and design blueprints to accelerate WLAN implementation timelines whilst mitigating risk. Our security skills and solutions protect the organisation across its UC transformation, securing the network and defending the mobile workforce at every level of the connected enterprise. Our dedicated security practice has more than ten years experience of delivering multi-layered information security frameworks and independent solution-led advice. In 2013, Computacenter achieved first place in the KPMG Service Provider and Satisfaction Survey, with the highest satisfaction rating amongst UK IT service providers and their customers. We were also placed first for End-user Services, in the Whitelane Research IT Outsourcing Study United Kingdom

13 Experience and Evidence Waitrose Waitrose enables Partners to deliver more responsive customer service with IP telephony. Great North Museum The Great North Museum creates an award-winning tourist attraction with interactive audio-visual technologies. Crest Nicholson Crest Nicholson builds a sustainable future with Computacenter managed services. 13

14 Morrisons Morrisons keeps supermarket shelves fully stocked with Computacenter partnership. Herefordshire Council Herefordshire Council creates dynamic and engaging primary school environment with audio-visual technologies. Private Equity Firm Private equity firm improves investment decisions and client relationships with UC. 14

15 To find out more about how our Unified Communications solutions could transform your organisation and improve your end customer relations please contact your Computacenter Account Manager or visit

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