Capture Value from Unified Communications

Transcription

1 Capture Value from Unified Communications Table of Contents Executive Summary... 1 Section 1: Effective Change... 1 Section 2: Professional Services... 3 Section 3: The Avaya Professional Services Option... 5 Section 4: The Results... 6 Section 5: Learn More... 8 Executive Summary Unified Communications (UC) is delivering positive results by enabling businesses to achieve breakthroughs in operational performance. Benefits have been documented in both the user productivity (UC-U) and business process (UC-B) categories. The key to outstanding operational performance lies in the ability of an enterprise to transform the way it communicates by identifying and eliminating communication roadblocks. This white paper describes ways to make businesses communications more effective, changes you should consider, and returns on investment that companies have achieved by engaging professional services delivered by an in-house team or contracted through a consultant or systems integrator such as Avaya Professional Services. In all cases service professionals identified strategic communication changes that enabled companies to reduce costs and enhance revenue by maximizing the efficiency of their business users and businesses processes. Section 1: Effective Change These are examples of effective change: Change something expensive to something cheaper. Examples: use least cost routing to minimize telephone toll costs, or Internet calling to eliminate international toll calls; using conferencing rather than travel. Change something that takes a long time to something that happens quickly. Example: replace a manual process with an automated one. Change something haphazard to a workflow approach. Example: use call centers to handle customer interactions, rather than route calls to a hunt group. Change something that happens frequently to something that never or seldom happens. Examples: replace technicians doing moves and changes with self-registering IP phones; replace daily commutes with tele-work from home. avaya.com 1

2 Change something that has a lot of errors to something that is error free. Example: replace written message slips with recorded voice messages. Change something that waits for scarce resources to something that can be done by others or automated. Examples: Self-service IVR and transactioncapable websites. Enabling change is the key to effective Unified Communications. Within UC there are two categories of change: UC-User Productivity (UC-U) and UC-Business Process (UC-B). Both categories deliver similar capabilities but benefits accrue differently: in one case individual productivity improves and in the other an organization s workflow and processes accelerate. UC-U is typically based on providing tools that enable users to change how they work by providing richer, more effective personal communications capabilities. These tools improve how individuals interact with team members, their department, and their customers. UC-U examples include: Use presence to instantly see whether and how someone is available right now via phone, IM, video, or and quickly launch the appropriate type of communications. Find an informed resource that is available immediately rather than sending messages and waiting for responses. Replace more expensive or time consuming communications such as or phone calls with faster communications such as instant messaging. Enable customers, business partners and others to reach a person in any location desk, hallways, field site, home office, or customer location via integrated, single-identifier access. Establish voice, web or video conferences immediately to get information, resolve problems, or clarify issues. Extend office communications tools and features to mobile devices and personal computers to provide consistent communications at all times. Eliminate frequent calls to check voice mail when mobile by delivering alerts or the actual message to the user s mobile device. UC-B is typically based on using new or better communications functionality to change or redefine business steps or methods so that processes become far more efficient. This new UC functionality enables automation of communication steps, uses information or rules to select communication methods, re-directs communication to available resources to avoid delays, and even eliminates communication steps altogether when the goal was simply to transmit known information. UC-B examples include: avaya.com 2

3 Use software, presence and directories to find available people and resources (even resources not known by the requester) to trigger immediate action on project steps rather than wait for availability of one specific person. Use UC features with software assistance to direct incoming contacts to the person or application that can resolve their issue on first contact, rather than having to leave a message, wait for a reply, make a second call or engage in a find-me attempt in order to be served. Let an automated software package do communications work that people do, ranging from notifying other people of critical events, to scheduling meetings, to sharing information, and more. Use UC collaborative workspaces, file sharing, blogs and wikis to make updated information available to all members of a group or team rather than having to send information via for repetitive local filing or searching. The common thread in all of these examples is that they reduce or eliminate communication actions that create delays, errors, or waste (duplication, rework, etc.). These are similar to proven and effective methods used by world class manufacturing teams with their Six Sigma and LEAN manufacturing methods. Similar approaches are used in almost every industry under names such as continuous improvement, methods improvement, quality management, business analysis, systems architecture, etc. Whatever the process is called, the goal is to find communication hot spots where these delays, errors or waste occur and then eliminate or reduce the negative effects using Unified Communications tools. However, all of these are generic examples. How do you actually find hot spots and design solutions specific to your enterprise operations? This is where professional services comes in. Section 2: Professional Services In every example of UC improvements changes were implemented and integrated into daily operations. While it is possible to install UC capabilities and let individual users figure out how to use the new functionality more value is added if training, tips and examples of best practices are provided. Additional value can be realized when UC tools are configured to work with existing systems such as , business applications, etc. avaya.com 3

4 The greatest return on investment is achieved when (1) specific communication hot spots are identified and the right mix of UC tools are implemented (including integration and customization where appropriate) to eliminate hot spots and (2) adoption of enhanced functionality by business users is supported. Changes required to achieve communication transformation of this kind are most readily identified by services professionals who understand your business processes, practices, needs and goals. Professional services can be applied in one or more of the following areas to assure the optimum value from Unified Communications: Evaluating current communications at the user or business process level to find the communication hot spots where UC can have the greatest impact. Designing new UC methods for UC-U (User Productivity) and/or UC-B (Business Process) improvements. Implementing new UC methods via some or all of these actions: New UC system installations Appropriate UC system configurations Integrations of UC tools to other products or information Creation of customized software modules to produce unique, differentiating communication methods in business processes. Training and supporting the appropriate users (both internal and external to your company) to best use the new UC solutions. Monitoring and measuring the use of UC applications to assure adoption, success, and return on the investments. The teams of experts who provide these services can be your own in-house resources such as business analysts, systems architects, IT analysts, programmers, system administrators, or similar titles. Professional services can also be provided by outside resources consultants, analysts, architects, designers, programmers, trainers, change managers, and project managers who offer targeted assistance. It is often a blend of internal and contracted professional services team members who deliver the best solution. The in-house team members know your own operations intimately while external professional services teams have more specialized and up-to-date knowledge of UC tools and applications in addition to comprehensive methodologies for discovering the most effective applications and implementation strategies. avaya.com 4

5 Section 3: The Avaya Professional Services Option Avaya Professional Services has the breadth, depth, and best practices expertise required to deliver the compelling value of UC solutions. The chart below depicts the Avaya Professional Services UC project methodology. Best Practices Model for UC Deployment Optimization The three main phases of the Best Practices Methodology for UC Deployment Optimization are: 1. UC Planning and Business Assessment: During this phase communicationsintensive business operations and processes are reviewed, communication hot spots are uncovered, and the most effective Unified Communications solutions (in UC-U or UC-B categories) are identified. We work with you to determine which groups of users are most involved in communications-intensive areas. We develop profiles and use cases for the communications modes and tools these users depend on to select UC technology and to determine appropriate methods of implementation or customization. Based on hot spot solutions and user profiles, we can assist in developing success metrics and value quantification of your UC investment to assure that return on investment will justify your investment and will be measurable after the UC implementation. 2. UC Solution Design: During this phase UC solutions are defined and designed. We evaluate existing communication tools and infrastructure to avaya.com 5

6 understand what elements will be changed, which will remain as they are, and which will require integrations with the new UC solutions. The solution design may include non-technical elements such as process and policy changes required to achieve maximum value from your UC deployment. Finally, the complete business case including ROI modeling can be completed at this phase. 3. UC Implementation/Integration and Optimization: The implementation phase begins with configuration, integration or customization of the technology in accordance with UC solution designs. When this has been tested, we prepare users through training, information tools, reference sheets, pilot testing and other methods that assure effective adoption of the new UC tools. This builds the foundation for the actual implementation roll-out and deployment which is usually organized around business improvements identified in earlier phases and user groups involved in relevant business processes. This phase can include deployment of new software or devices, assisting the help desk during the adoption period, providing feedback on user successes and questions, and similar adoptionrelated tasks. Finally, our services can assist you with the on-going optimization of your UC solution and with assessing the business impact. Whichever way you choose to begin your Unified Communications journey, it will be one of continuous improvement because UC enables you to solve specific problems in one area of your business and then move on to the next. Most businesses choose a progressive approach leaving some communication methods and systems in tact as they improve on others. The professional services teams are accustomed to working in one operational area for a few months or quarters, and then moving on to the next most compelling area. This approach works very well because savings and benefits from the initial UC applications provide management support and financial resources required to move to the next areas. A progressive approach reduces risk because successive projects are of a shorter duration and are less complex. Section 4: The Results In company after UC solutions deliver major improvements. Examples include: A major appliances manufacturer reduced the time required to respond to production line issues from 3 to 4 hours to only a few minutes by integrating communications directly into production system problem alerts. Now, when a avaya.com 6

7 production problem occurs a custom software module selects the best available team (based on calendar and presence information) to solve the problem. The software automatically sets up the conference call and places team members into the call alerting them of the nature of the problem in the process. The result is significant revenue increase because shipments are not missed, delayed or cancelled and significant cost reduction because asset utilization is improved and excess costs for work-arounds and expediting are avoided. The overall result: significant operational benefits are achieved by using professional services support to change communications. A major pharmaceutical firm has automated field reporting of transactions needed during the validation process for new medications. Field personnel can now use a combination of voice and text tools on their mobile devices (cell phones and/or PDAs) to document field trials and physician acknowledgements. This shortens the time required to approve a new medication and provides a faster return on the major investment that went into the new treatment. A leading manufacturer of robotics equipment uses UC to improve service response time and increase employee efficiency and satisfaction. First, technicians stay in touch with their major customers via a single business number. Even when in the field, technicians communicate economically by using mobility features to route incoming calls to the most appropriate device desk (in the office), cell phone (on the road), or softphone (in a hotel room). Technicians also use a UC voice portal (based on IVR technology) to report transactions and job progress which speeds information visibility to management and customers and avoids delays and costs imposed by having to call the dispatch desk to report progress. Many firms are using UC solutions to optimize the effectiveness of their mobile personnel while also making major gains in customer service and satisfaction. This is happening across many industries including government, education, professional services, manufacturing, and more. One leading accounting firm increased annual billings by $20,000 per accountant by making accountants more accessible to clients even when away from the office. By reducing delay through more first-call connections along with speech access to , calendars, contact lists, conference calling and other applications, accountants are more efficient and effective. In each of these cases professional services identified UC solutions that enhance the flow of communications. We invite you to speak with your Avaya Representative to discuss how we can help you define and build a UC strategy and deployment optimization plan that will enable your business to Capture Value from Unified Communications! avaya.com 7

8 About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit Section 5: Learn More For more information please visit the Unified Communications area of or contact your Avaya Account Manager or Authorized Partner Avaya Inc. All Rights Reserved. All trademarks identified by,, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 03/13 UC avaya.com 8