Developing Innovative Offers that Extend the Benefits of Unified Communications

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1 Developing Innovative Offers that Extend the Benefits of Unified Communications Jyotsna Ramachandran, Hospitality Solutions Micaela Giuhat, Education Solutions

2 Communication Evolution CEBP Basic Telephony Enhanced Features Unified communication IM&P Video Sharing #BC14 BROADSOFT CONNECTIONS 2014 PAGE 2

3 Communications Enabled Business Processes Definition The goal of a communication-enabled business process is to optimize business process by reducing the human latency that exists within a process flow. Increase Productivity Improve Accuracy Decrease Latency Lower Cost Fundamentally Joins Business Applications to Communications #BC14 BROADSOFT CONNECTIONS 2014 PAGE 3

4 Implementation Stages in Communications Enabled Business Processes: 2008 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 4

5 Categories of Business Applications Accounting ERP Marketing CRM HRM Management Desktop/IT Manufacturing Warehouse #BC14 BROADSOFT CONNECTIONS 2014 PAGE 5

6 Desire for Integration with Business Apps How important certain capabilities are when choosing a UC solution: #BC14 BROADSOFT CONNECTIONS 2014 PAGE 6

7 CEBP Demands in the SMB and Mid-Market Integration with multiple applications Forester Research, 13 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 7

8 Cloud Leaders : Top 5 Business Processes Enterprise SW According to 2014 Price Waterhouse Coopers (PWC) annual list of the Global 100 software leader 2012 % SaaS Rank Company SaaS Revenues (US$M) 1 Salesforce.com 2, CRM Application Type 2 Microsoft 1, Desktop 3 SAP 1, CRM 4 IBM ERP, other 5 Google Desktop #BC14 BROADSOFT CONNECTIONS 2014 PAGE 8

9 Ovum on CEBP: Driving Agility February 2014 Many CEBP development platforms are highly proprietary and do not provide all the necessary tools and interfaces to ease the complexity of communications and business process integration. Customization work done by system integrators (SIs) to enable the integration of communications services with specific business processes adds to the total cost of ownership (TCO) of unified communications and collaboration (UCC) solutions and, for this reason, is not a sustainable approach in the long run. CEBP development should not be approached as a oneoff project. Instead, organizations should develop a strategy and roadmap, and prioritize business processes for communications enablement based on their business value. #BC14 BROADSOFT CONNECTIONS 2014 PAGE 9

10 Implementation Stages in Communications Enabled Business Processes: 2014 Collaboration & Desktop Productivity Vertical Specific Unified Communication and Collaboration Infrastructure #BC14 BROADSOFT CONNECTIONS 2014 PAGE 10

11 Desktop

12 Desktop Application Integration : Microsoft Outlook Integration with the market leader In UC-One for Windows you can: Search contacts in the Local Outlook Address Book Have the UC-One presence status to reflect the local Outlook calendar for Busy In a meeting presence From MS Outlook UI you can [requires additional software: Outlook Add-in for UC- One]: Presence jellybeans next to sender / recipients in the Outlook contact right-click menu actions (will invoke UC-One to complete): Chat Call Call from phone Video call Desktop share #BC14 BROADSOFT CONNECTIONS 2014 PAGE 12

13 Desktop Application Integration : Google Apps Embedded dialer for Google Chrome Free app customizable, Brandable Extends the UC-One Business Services to Google Chrome user Contacts search, history, notifications, controls BroadSoft Xtended Open Source Initiative reference implementation - on Google Store source code on GitHub Open source model #BC14 BROADSOFT CONNECTIONS 2014 PAGE 13

14 Productivity

15 CRM Integration : Salesforce.com Horizontal Integration Basic CRM integration for any Business Improves responsiveness Simple tools Click to call Screen Pops 81% of SMBs reported Significant Reductions in Cycle Times #BC14 BROADSOFT CONNECTIONS 2014 PAGE 15

16 CRM Coverage CRM coverage for most businesses Breath of Coverage Major CRMs More than 60% of the market Salesforce.com and Microsoft represent ~25% of the market CRM Market growing at 13% CAGR with 40% being cloud #BC14 BROADSOFT CONNECTIONS 2014 PAGE 16

17 Call Center Improve Call Center Operations through Analytics Call Audio And Video Recording Analytics capture and reporting Improving the Call Center Facial Coding Voice Emotion Analysis CTI and CRM Apps Moving the needle on Call Center effectiveness with CEBP * Improve Cost per call by 22% Improve 1 st call resolution 5%-13% CSAT impact +5.2% Impact on Agent Top Box +9.2 *Benchmark Portal/Cisco 12 Study The Impact of technology on Contact Center Performance #BC14 BROADSOFT CONNECTIONS 2014 PAGE 17

18 Vertical

19 Hospitality Property Management Systems (PMS) Vertical integration BroadWorks & Property Management Connects to leading PMS Table Stakes Capability Check In Check Out Maid Service Hospitality Market Opportunity 13.4M Hotel rooms 5.6M in the US 4M in the Europe 430K Individual Hotels 80% of premise solutions EOL Focus on OPEX not CAPEX #BC14 BROADSOFT CONNECTIONS 2014 PAGE 19

20 Legal Practice Management Vertical Application Integration Integrated with hosted PBX app Log calls Add Notes Improve Billings Integrate with project management Mobile Solution Start/Stop Call Record Pause/Resume Answer Decline To Vmail E.g. United Kingdom Legal Market 150K Solicitors 4% Growth Rate 85% in practices of 4 or fewer partners 1.5 to 2.2 ratio of assistants to solicitors #BC14 BROADSOFT CONNECTIONS 2014 PAGE 20

21 How about Federation? UC Federation with NextPlane Enabling inter platform UC communication Messaging Presence Uses native clients (Lync to UC-One, UC-One to Jabber) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 21

22 Moving Up the Curve - CEBP Integration

23 BroadSoft Coverage Market Value increases as applications are added Desktop Collaboartion Productivity Vertical Specific IM&P Video and Voice Conferemecing Calendar CRM Call Center Workforce Management ERP Property Mangement Legal Practice Managemnet LMS Other Unified Communication and Collaboration Infrastructure #BC14 BROADSOFT CONNECTIONS 2014 PAGE 23

24 Conclusions

25 Conclusion Application Integration is vital to growing market share Different categories of applications have different benefits Desktop & Collaboration Productivity Vertical Specific BroadSoft is integrating with market leaders Broadsoft platform is based on an open and growing ecosystem #BC14 BROADSOFT CONNECTIONS 2014 PAGE 25

26 END

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