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Living Social
          With
Unified Communications

      July 20, 2011
         Jacques Pavlenyi
      Market Segment Manager
    IBM Collaboration Solutions
        Twitter: @mediamutt
   Blog: mediamutt.typepad.com


                      ©2011 IBM Corporation
Social UC brings together communications tools
with social collaboration


                                       Blogs            Wikis


                                                                Micro
                           Profiles
                                                                blogs
                                               Social




                Web                                                      Audio
                Conf
                                        Social                           Conf


                                         UC
           IM                                                                   Video
                       Collaboration                      Communications



                Email                                                   Phone
                                 UM                         SMS


                                                                                 © 2011 IBM Corporation
Businesses are changing how they communicate



                                          Do you notice
                                         anything missing
                                           in this sign?




                                        © 2011 IBM Corporation
New forms of communicating are going
mainstream




                                       © 2011 IBM Corporation
Consumers are blending social networking with VoIP




                                            © 2011 IBM Corporation
Enterprises are also looking for ways to securely
find and connect inside and outside the firewall

      Consumers                        Enterprise




                                              © 2011 IBM Corporation
Generational shifts unleash different work styles

 Older workers
 Older workers      Mid-career workers     New generation
                                           New generation
   (Age > 50)
   (Age > 50)  %       (Age 35 - 50)  %      (Age < 35)
                                             (Age < 35)   %

    Wisdom               Experience           Innovation




      E-MAIL             INSTANT          SOCIAL NETWORKING
    TELEPHONE           MESSAGING          VIDEO & MOBILITY
                                              © 2011 IBM Corporation
Social Business AGENDA


             Align Organizational Goals & Culture

             Gain “Friends” Through Social Trust

             Engage Through Experiences

             Network Your Business Processes

             Design for Reputation & Risk Management

             Analyze Your Data

                Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,
                ISBN: 0132618311, Copyright © 2011, IBM Press
                                                                                                       © 2011 IBM Corporation
  8
Social Business AGENDA
with Unified Communications

                Align Organizational Goals & Culture
                  UC: IM and Presence
                Gain “Friends” Through Social Trust
                  UC: Community Tools
                Engage Through Experiences
                  UC: Video, Web, and Telephony
                Network Your Business Processes
                  UC: Business Partners and CEBP
                Design for Reputation & Risk Management
                  UC: Compliance and Archiving
                Analyze Your Data
                  UC: Analyze data to improve operations

                                                  © 2011 IBM Corporation
   9
IBM is Living Social with UC
Combine online meetings with video to build social trust

 Who:
   – Sandy Carter, IBM VP Social
     Business, Collaboration Solutions
     Sales and Evangelism
 Challenges:
   – Injury prevented travel, but still needed
     to meet with important clients
 Traditional Solution:
   – Audio conference
   – Emailed presentation
 A Better Way:
   – Hosted an online meeting for the
     presentation materials
   – Added video to see participants live
   – IM and Twitter for Q&A and sidebar
     conversations
                                         http://bit.ly/pphf6k
                                                                © 2011 IBM Corporation
IBM is Living Social with UC
IM with mobile apps improves customer sat

 Who:
   – Rick Schonbrun, WW Business Unit Executive
 Challenges:
   – Needed to address a unique technical question
     during an exec briefing in Europe
 Traditional Solution
   – Wait until late afternoon European time to reach a
     development resource in the US
   – Locate an expert, find their mobile number
   – Connect to the IBM network and send an email or
     Sametime instant message
   – Respond to the customer following business day
 A Better Way
   – IM the lead technical architect from mobile phone
   – Explain the question in real-time, follow up to the
     customer with fast answer and new questions

                                                           © 2011 IBM Corporation
IBM is Living Social with UC
SkillTap and broadcast communities build your network

 Who:
   – John Del Pizzo, IBM Director UC Solutions
 Challenges:
   – How do I get my new iPhone on the IBM
     VPN?
 Traditional Solution
   – Call Help Desk (wait...not yet supported!)
   – Ping friends
   – Search internal websites
 A Better Way
   – Search Forums (but I need immediate
     gratification!)
   – Wait! I'll ask iPhone broadcast community
   – Community Members receive a Sametime
     request and choose to respond
   – Had 10 answers in under 30 seconds

                                                  © 2011 IBM Corporation
IBM is Living Social with UC
Leverage extended network to create compelling
customer demos that build trust
 Who:
   – Karl LaWall, IBM WW Sales Leader
 Challenges:
   – Need to support a field team trying to
     demo capabilities in customer meeting
 Traditional Solution:
   – A presentation with screen shots
   – Send an email asking for help the day
     before
   – Focus on the (boring) basics
 A Better Way:
   – Recruit 5 always-on “demo buddies”
     beforehand and added them to Buddy List
   – Send a real-time request to Demo Buddies
     while at client site to join demo meeting
   – Showcase capabilities in real time with real
     experts from across the world
                                                    © 2011 IBM Corporation
IBM is Living Social with UC
Build a stronger Business Partner community

 Who:
   – Marlon Machado, IBM Product Manager
 Challenges:
   – Facilitate better communication between
     IBM and BPs, and between BPs
   – Showcase latest technology to the
     broadest audience possible
 Traditional Solution:
   – Regular switchboard conference calls
   – Email for newsletters and responses
   – Static web pages and pre-recorded demos
 A Better Way:
   – Open testing community cloud service:
     IBM Greenhouse
   – Use web-based IM, meetings and
     Communities to connect with each other
     and with IBMers (no client SW needed!)
                                               © 2011 IBM Corporation
IBM is Living Social with UC
Find-Me, Follow-Me #s builds trust and closer relationships

 Who:
   – Kim Artlip, IBM WW Business Unit Executive
 Challenges:
   – Needed to stay in telephone contact with key
     customers while traveling overseas
 Traditional Solution
   – Provide customers with 2-3 different telephone
     numbers (each with voice mail) – creating
     “phone tag” and “voice mail jail”
   – Pay significant roaming charges to receive
     mobile calls while traveling overseas
   – Receive unexpected calls during late night
     hours due to time zone differences                  Create
                                                         flexible
 A Better Way                                           rules to
   – Use one unified telephony number                  route calls
                                                        between
   – Use geographic location and time of day to         devices
     create rules to route calls to preferred device

                                                                     © 2011 IBM Corporation
IBM is Living Social with UC
Saving Money!

                           50,000,000
             Internal instant messages every day
         15m                      Telephony:
                                17,000    1M+
    Downloads of employee       Individual blogs      Daily page views on
  generated videos / podcasts                       internal social network


  Savings at IBM...
                                                   Telephony:
                                                     $1.3M/mo
Travel:
      $8M/mo
                                                              © 2011 IBM Corporation
Key takeaways

                     UC is the
                     “action” in a
                     Social Business


          It’s about the   It’s about
          task, not the    trusted
          tool             relationships


                  The benefits are
                  real

                                           © 2011 IBM Corporation
Learn more!




        ibm.com/sametimeblog
        @sametime


                         © 2011 IBM Corporation

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Living Social with Unified Communications

  • 1. Living Social With Unified Communications July 20, 2011 Jacques Pavlenyi Market Segment Manager IBM Collaboration Solutions Twitter: @mediamutt Blog: mediamutt.typepad.com ©2011 IBM Corporation
  • 2. Social UC brings together communications tools with social collaboration Blogs Wikis Micro Profiles blogs Social Web Audio Conf Social Conf UC IM Video Collaboration Communications Email Phone UM SMS © 2011 IBM Corporation
  • 3. Businesses are changing how they communicate Do you notice anything missing in this sign? © 2011 IBM Corporation
  • 4. New forms of communicating are going mainstream © 2011 IBM Corporation
  • 5. Consumers are blending social networking with VoIP © 2011 IBM Corporation
  • 6. Enterprises are also looking for ways to securely find and connect inside and outside the firewall Consumers Enterprise © 2011 IBM Corporation
  • 7. Generational shifts unleash different work styles Older workers Older workers Mid-career workers New generation New generation (Age > 50) (Age > 50) % (Age 35 - 50) % (Age < 35) (Age < 35) % Wisdom Experience Innovation E-MAIL INSTANT SOCIAL NETWORKING TELEPHONE MESSAGING VIDEO & MOBILITY © 2011 IBM Corporation
  • 8. Social Business AGENDA Align Organizational Goals & Culture Gain “Friends” Through Social Trust Engage Through Experiences Network Your Business Processes Design for Reputation & Risk Management Analyze Your Data Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press © 2011 IBM Corporation 8
  • 9. Social Business AGENDA with Unified Communications Align Organizational Goals & Culture UC: IM and Presence Gain “Friends” Through Social Trust UC: Community Tools Engage Through Experiences UC: Video, Web, and Telephony Network Your Business Processes UC: Business Partners and CEBP Design for Reputation & Risk Management UC: Compliance and Archiving Analyze Your Data UC: Analyze data to improve operations © 2011 IBM Corporation 9
  • 10. IBM is Living Social with UC Combine online meetings with video to build social trust  Who: – Sandy Carter, IBM VP Social Business, Collaboration Solutions Sales and Evangelism  Challenges: – Injury prevented travel, but still needed to meet with important clients  Traditional Solution: – Audio conference – Emailed presentation  A Better Way: – Hosted an online meeting for the presentation materials – Added video to see participants live – IM and Twitter for Q&A and sidebar conversations http://bit.ly/pphf6k © 2011 IBM Corporation
  • 11. IBM is Living Social with UC IM with mobile apps improves customer sat  Who: – Rick Schonbrun, WW Business Unit Executive  Challenges: – Needed to address a unique technical question during an exec briefing in Europe  Traditional Solution – Wait until late afternoon European time to reach a development resource in the US – Locate an expert, find their mobile number – Connect to the IBM network and send an email or Sametime instant message – Respond to the customer following business day  A Better Way – IM the lead technical architect from mobile phone – Explain the question in real-time, follow up to the customer with fast answer and new questions © 2011 IBM Corporation
  • 12. IBM is Living Social with UC SkillTap and broadcast communities build your network  Who: – John Del Pizzo, IBM Director UC Solutions  Challenges: – How do I get my new iPhone on the IBM VPN?  Traditional Solution – Call Help Desk (wait...not yet supported!) – Ping friends – Search internal websites  A Better Way – Search Forums (but I need immediate gratification!) – Wait! I'll ask iPhone broadcast community – Community Members receive a Sametime request and choose to respond – Had 10 answers in under 30 seconds © 2011 IBM Corporation
  • 13. IBM is Living Social with UC Leverage extended network to create compelling customer demos that build trust  Who: – Karl LaWall, IBM WW Sales Leader  Challenges: – Need to support a field team trying to demo capabilities in customer meeting  Traditional Solution: – A presentation with screen shots – Send an email asking for help the day before – Focus on the (boring) basics  A Better Way: – Recruit 5 always-on “demo buddies” beforehand and added them to Buddy List – Send a real-time request to Demo Buddies while at client site to join demo meeting – Showcase capabilities in real time with real experts from across the world © 2011 IBM Corporation
  • 14. IBM is Living Social with UC Build a stronger Business Partner community  Who: – Marlon Machado, IBM Product Manager  Challenges: – Facilitate better communication between IBM and BPs, and between BPs – Showcase latest technology to the broadest audience possible  Traditional Solution: – Regular switchboard conference calls – Email for newsletters and responses – Static web pages and pre-recorded demos  A Better Way: – Open testing community cloud service: IBM Greenhouse – Use web-based IM, meetings and Communities to connect with each other and with IBMers (no client SW needed!) © 2011 IBM Corporation
  • 15. IBM is Living Social with UC Find-Me, Follow-Me #s builds trust and closer relationships  Who: – Kim Artlip, IBM WW Business Unit Executive  Challenges: – Needed to stay in telephone contact with key customers while traveling overseas  Traditional Solution – Provide customers with 2-3 different telephone numbers (each with voice mail) – creating “phone tag” and “voice mail jail” – Pay significant roaming charges to receive mobile calls while traveling overseas – Receive unexpected calls during late night hours due to time zone differences Create flexible  A Better Way rules to – Use one unified telephony number route calls between – Use geographic location and time of day to devices create rules to route calls to preferred device © 2011 IBM Corporation
  • 16. IBM is Living Social with UC Saving Money! 50,000,000 Internal instant messages every day 15m Telephony: 17,000 1M+ Downloads of employee Individual blogs Daily page views on generated videos / podcasts internal social network Savings at IBM... Telephony: $1.3M/mo Travel: $8M/mo © 2011 IBM Corporation
  • 17. Key takeaways UC is the “action” in a Social Business It’s about the It’s about task, not the trusted tool relationships The benefits are real © 2011 IBM Corporation
  • 18. Learn more! ibm.com/sametimeblog @sametime © 2011 IBM Corporation