Elevating the UC Message to Increase Awareness and Demand for Unified Communications

Transcription

1 Elevating the UC Message to Increase Awareness and Demand for Unified Communications Jeanne Sauer, Director Global Solutions Marketing David Byrd, CMO ANPI

2 Agenda Survey Approach And Methodology Key Findings Business Benefits of Unified Communications ANPI Presentation Summary #BC14 BROADSOFT CONNECTIONS 2014 PAGE 2

3 Research Approach Research completed because of a desire for a deep user needs understanding Research Objective Understand individual information sharing and communication requirements and challenges By functional area, country, worker type, age Understand individual view on Unified Communications impact on their productivity. Hear from the voice of the customer how they believe they can benefit from Unified Communications Identify new, stronger benefit value propositions for Unified Communications services #BC14 BROADSOFT CONNECTIONS 2014 PAGE 3

4 End User Research Methodology Participants 1,000 respondents by country and business vertical Sample Control Frame Country view-200 people per country: United States, United Kingdom, Germany, Italy, and Australia Business verticals-40 people per vertical: retail, public sector, health care, legal, and financial Company size: <25, 25-49, 50-99, , , , Viewed services video #BC14 BROADSOFT CONNECTIONS 2014 PAGE 4

5 Key Findings

6 Key Findings Universal Results Users continue to be frustrated by their available communication options Primarily only voice, voic & do not view these as real-time communication options Most individuals believe the information they need to share is time-sensitive Most participants immediately related to the benefits of presence Other UC services benefits grow that this core service #BC14 BROADSOFT CONNECTIONS 2014 PAGE 6

7 Key Findings Unique User Results Managers especially facing overload recognize UC benefits compared to sole contributors Finance Vertical identifies most with UC Productivity Benefits followed by Healthcare Presence is the center of Unified Communications productivity #BC14 BROADSOFT CONNECTIONS 2014 PAGE 7

8 77% Believe UC Will Make Them More Productive <25 Needs More Convincing with Use Cases and Messaging How much more productive do you believe you d be if your company or organization used a Unified Communications service like what was shown in the video? Ten-point scale: 10 as a lot more productive and 1 as a lot less productive #BC14 BROADSOFT CONNECTIONS 2014 PAGE 8

9 Verticals Recognize UC Productivity Benefits Retail and Legal May be Slower to Move How much more productive do you believe you d be if your company or organization used a Unified Communications service like what was shown in the video? Ten-point scale: 10 as a lot more productive and 1 as a lot less productive #BC14 BROADSOFT CONNECTIONS 2014 PAGE 9

10 Debunking the Age Myth Adoption Expected Across Majority of Age Groups How much more productive do you believe you d be if your company or organization used a Unified Communications service like what was shown in the video? Manager 10 Ten-point scale: 10 as a lot more productive and 1 as a lot less productive #BC14 BROADSOFT CONNECTIONS 2014 PAGE 10

11 Most Feel Information They Need To Access or Share is Time Sensitive Wait and See Responses Delays Decision Making Abilities Regional View Consistent Challenge Globally What s Being Shared Sales, Financial & Accounting Info C-Level shares more Legal info Verticals Most Impacted Finance followed by Legal- Time is money Who Needs Information Most Peers followed by Managers then Clients Average of 12 contacts or more per day Users Most Impacted Managers especially experiencing overload 12% 13% 10 (Extremely) 25% 50% 7-9 (Very) 4-6 (Somewhat) 1-3 (Not) #BC14 BROADSOFT CONNECTIONS 2014 PAGE 11

12 Vertical Profiles Government Retail Finance Long trails & VM tag Scheduling and hosting large meetings and trainings Interacts with widest diverse set of teams Coordinate schedules & adhoc meetings Mobile phone integration Customer Service priority Availability to make timely decisions Moving info & documents effeciently to key people Works more with local staff Education Legal Healthcare Universities and private sector share more time sensitive info Private sector not as impacted with limited budget & process Less tech savy than finance/govt Collaborates with groups in remotes offices for expertise Mazimize on call time staff communications Sharing records, training and case studies Integration with existing tools #BC14 BROADSOFT CONNECTIONS 2014 PAGE 12

13 Presence Is The Center of Unified Communications Productivity A Reliable and Unified UC Experience and Solution Required A single solution that scales across enterprise 1/3 are trying some form of Presence 80% view UC One as improvement over existing service Presence 6.37 Voice Calls 6.32 IM/Chat Voice conference 5.10 Desktop share 4.97 Video calls 4.75 Video conference 4.75 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 13

14 73% Prefer Desktop & Laptop as Primary Device Second Device of Choice Enables Mobility 9% 8% 26% 7% 1% 2% 47% Desktop Computer Laptop Computer Tablet Smartphone Desk Phone Dumbphone Videoconferencing Note: Top choice listed above. #BC14 BROADSOFT CONNECTIONS 2014 PAGE 14

15 Users See Immediate Benefits, Expect High Usage of Voice, IM & Presence Adoption Begins With Individual Level Services Followed by Situational Or Group Likelihood to Use Voice Calls IM/Chat Text/SMS Presence Voice Conferencing Desktop Sharing Video Conferencing Video Calls Benefits Quick and provide instant communication Help people communicate quickly Quick and would save time Improve communications by making conversations more personal. Immediately lets you know someone is available More convenient and saves time Share more information & save time Eliminates travel and allows you to hold a meeting anywhere Gives you the opportunity to see each other, allowing personal interaction #BC14 BROADSOFT CONNECTIONS 2014 PAGE 15

16 Expected Benefits Center Around Saving Time User quotes This would help me get in touch with people instantly live instead of Offers a simple way to do a presentation real quick Integrating this with other tools in one place could cut down quite a bit on time Having clients and partners on this would save a lot of turnaround time and troubles shooting It would save time especially since I deal with a lot of deadlines It would help me get remote people together to just flush out some things You can offer an instant response to questions rather than #BC14 BROADSOFT CONNECTIONS 2014 PAGE 16

17 UC Service Use Cases Individual services Voice Calling Presence/IM Contact staff or clients internally or remotely Collaborate in person on non urgent situation More than YES or NO answers are needed Attend HQ training calls Mobile staff -no HQ office Retrieve Voice Mails Share Time Sensitive info with staff or groups Check availability for a meeting or a call Quick message or update Make quick decisions Reach remote employees Collaborate during calls Identify available SME Help others find me Quick answer to question Check staff time zones Share non urgent information or status with individuals or groups Share reference content Voice Call or IM follow up Request non urgent feedback or edits to content 17 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 17

18 UC Service Use Cases- change pics Group Situational Services File Sharing Desktop Sharing Video Contact staff or clients internally or remotely Avoid issues of sending large files through Share information with large teams Pass document to end customers on buddy list Share both urgent and non urgent info with teams or individuals Use with IM and Voice Calling to make decisions Share info with remote employees Resolve urgent issues Edit documents Training tools Live demonstrations 1:1 conversations Negotiations required Calls with international staff, clients or partners Forward back up content for personal storage or reference 18 #BC14 BROADSOFT CONNECTIONS 2014 PAGE 18

19 ANPI Case Study

20 20 Company Snapshot Our Mission Our Solutions Our Resources Become the nation s leading provider of cloud-based unified communications and application solutions to small and medium sized businesses as well as small to mid-size communications providers Hosted Unified Communications: Private Label Package End-user solution Innovative widget based portals Automated end-to-end provisioning Cloud based applications (efax, Call Recording, Storage) Carrier Solutions include Long Distance, Tandem Services and SS7 Connectivity 135 employees Operations in Springfield, Illinois, Frisco, Texas and Santa Clara, California Nationwide Network with major switching centers in New York, Atlanta, Chicago, Dallas, Las Vegas, and Los Angeles Established 1996, 18+ years experience as service provider to telephone companies, wireless service providers and carriers nationwide ~$123 million revenue Serve roughly 800 carriers and independent RLECs Transport billions of minutes on a private nationwide IP network

21 21 Hosted Unified Communications Key Benefits Increase Productivity Enable Mobility Increase Collaboration

22 Monetizing Hosted UC Parameters Business Size 22 employees (average small business) 100 employees (midpoint between small and midsize business) Per Employee Compensation $51,000 per year $24.52 per hour $ per minute Per Employee Work Period 260 days per year 2080 hours per year at 8 hours per day 22

23 Monetizing Hosted UC Example 22 Employees Assumption: Savings is 30 minutes per employee per day: Minutes saved / year = 30*260 or employees save 7800*22 or 171,600 minutes per year 2,860 Hours Saved Business Days Saved! 23

24 Monetizing Hosted UC Example 100 Employees Assumption: Savings is 30 minutes per employee per day: Minutes saved / year = 30*260 or employees save 7800*100 or 780,000 minutes per year 13,000 Hours Saved 1,625 Business Days Saved!!! 24

25 Monetizing Hosted UC Example 22 employees save $70,125 per year 100 employees save $318,750 per year Assumption: Savings is 30 minutes per employee per day: 25 Monetary savings ($ per minute)

26 Increase Productivity Hosted Unified Communications Time Savings Up to 60 Minutes / Event Minutes / Event 5-15 Minutes / Event 0% 20% 40% 60% With Integrated Messaging Reach the right people quickly Contact using a single number Establish ad hoc audio, web and video conferences Leverage mobile devices 26 *Forrester Research Inc.

27 Increase Mobility Hosted Unified Communications The lack of UC capabilities for remote workers results in a productivity gap between mobile and onsite workers with a productivity loss of 2.5 hours per week per employee Integrated Mobility Mobile Client Chat Presence Desktop Sharing Call Handling Audio/Web/Video Collaboration Outlook Integration 27

28 Increase Collaboration Hosted Unified Communications Chadwick Martin Bailey Over 75% percent of organizations experienced improved productivity of employees across geographically-dispersed locations due to voice and video conferencing 46% of organizations realized travel savings of more than five days per employee annually. 64% of organizations experienced reduced travel costs of over 10%. 28

29 Increase Collaboration Hosted Unified Communications 29 Approximately 18% of projects are delayed because of ineffective team collaboration and an estimated 16% of projects are delayed because a decision maker could not be reached 54% of organizations saved up to 20 minutes per employee daily by escalating IM chats into phone calls. 50% of organizations saved up to 20 minutes per employee daily by escalating IM chats into Web conferences. Audio Conferencing Web Meeting Video Conferencing Desktop Sharing Mobile Client Chat Presence Call Handling Outlook Integration

30 Key Benefits of UC Summary Presence: Know with a quick glance if someone is available, their time zone, in a meeting, on the phone or offline Instant Messaging: Immediate answers to quick questions, speeding decision making and reduces volume Desktop Sharing: Easy collaboration and information sharing, from project status review, to document development to prospect sales presentations File Sharing: Speeds information sharing during meetings Overcomes file size constraints Video: Builds consensus and camaraderie of remote and geographically dispersed employees Ensures efficient collaboration through visual cues. #BC14 BROADSOFT CONNECTIONS 2014 PAGE 30

31 Questions and Answers Thanks You for Attending