Today Organizations demand Ubiquitous and pervasive channels to tap into employees and customers. The Collab landscape entails- VOIP Calls, video conf, XMPP Chat , UC Bots, Enterprise Social tools, Emails, Voicemail, Text Streams , Digital engagement Channels to Productivity and Sharing tools. Today, Its not the choice, reachability or reliability thats the issue rather - What tools to choose from and Which vendors to engage with that align with enterprise needs. Often Security, TCO, Interop , Scale , SLA drive UC Sales among enterprises and SMB be in cloud based subscriptions or stand alone systems. The writing on the wall often screams me too me too complicating decision making for end customers to find right UC Product alignment for their Business. However among plethora of UC tools that exist we still struggle to inter-weave and track Enterprise communications today? Today with all multi channels that organoizations implement to reach out and always be available has created - Fragmentation of communication had occurs across all streams making Collab broken , expensive to manage and difficult to archive and Operationalize efficiency and reduce Multi-channel costs. Today We lack a tool which Unifies Communication and Collab under one umbrella for- • Trace and Track Enterprise communications across all channels under one roof. • Tag or context based Communication paths, • Build insights on Information Flow, using Social Network Graphs, Machine Learning and Visualizations. • Unified Voice , Video, Text, Image, File mining across channels. • Unify, tagging and Archiving of All Communications, • Do Unified Management, Define unified Rules and Scope. • Define symmetric and Seamless SLA across Channels, • Have Unified response and Integrated Communications, Broadcast and messaging strategy. This PPT outlines the potential concept of what went missing in UC Today ?

1. Unify your Communications ..
A service that’s Missing
By Nikhil Gupta
+91-9873437146

2. Today

3. Today: It’s a Crowd of Tools
• So many Channels to Communicate , Collaborate.
• So many Tools to define , create , manage , share.
• Unified SLA and Response time across Channels is a Problem.
• So many interface to engage with
• Most is lost in muti-channel scheme of things
• Organazing info is much more pain.
• Lots of noise , Spams across Multi-channel

4. Tapping into Multi-Channel is Expensive

5. What Gartner research Says
• The Flood of Information into Your Organization is Coming on More Channels
Every Day
• Today very few of these organizations are able to integrate the variety of content
they receive. Per the same survey, only 23% of these same companies can handle
structured forms automatically, and a minuscule 7% feel that their customer-facing
agents have ready access to all customer communications.
• The people that are trying to reach your organization want to do in a format and
channel that is convenient to them, not you. Email, text, chat, Facebook, Twitter,
Google Hangouts and yes phone are the typical methods to communicate but
the amount of channels and requirements is constantly changing and
evolving. Many companies now have an “app”, and there are dozens of 3rd party
websites that collect and aggregate comments (both positive and negative) about
companies. Leading organizations are taking a proactive approach to not only
managing these evolving channels but are actively researching how to provide new
channels for communication and ultimately customer service.
• According to a recent survey1, most organizations receive inbound
communications over at least 4 channels plus telephone. And each of these
channels have multiple content types, such as PDFs and scanned documents.
These electronic documents have surpassed paper documents in the contact
center.

6. It is not the reachability,
Rather
Tracing n Organization of Info
which is a challenge…..

7. Do we really Need
More….
Communication n Collab Tools ?

8. We want Unification A Single View Pane
Of all Communication Services

9. Today…..
There is No Single View Pane to access all
Communication channels,
Big Pain?
Reachability, Aggregation , Storage , Action, Mgmt , Analytics

10. Can we Unify, Store and Manage ?
– Voice – Record IP calls , save voice mails
– Video
– Emails
– Calendars
– Social Chats - FB , Tweet, Youtube, Instagram , Google + , Yammer etc
– XMPP – Chat , Bots
– Files
– Projects – Activities , Tasks
– Wiki
– Blogs
– Git Hub
– Support
– Notifies

11. What we need ?
Reductionist , Simplified and a Unified Approach.
Bt
What the heck that means?

12. Unify and Aggregate all channels
All Channels of Communication , Tools , Reports unified in Single pane

13. Simplified Single View Pane for all services

14. Unified View of Streams
of All Media Types
Label : #LTE
6 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
7 Am
2 Chats 0 Video 13 Emails 0 Screen Share 40
Ingress Egress Asy Flow Read Unread Emoji Analysis
30 30 .1 60 0 ----
8 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
9 Am
2 Chats 1 Video 3 Emails 3 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
10 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----

15. What Power does Unify give us?
Simplified
• Storage ,
• Classify,
• Aggregation ,
• Search,
• Management ,
• Analytics,
• Rules Actions
, Across All Channels

16. Classification and Tagging
#Tags for Logical Views
#LTE
#2G#IOT
Expand #LTE to view
Streams
• Tags Serve as Logical partitions of classification for Data.
• User can Tag Media across Channels and Modes of Communication.
• Unify Communication through Tags – Voice, Video, Pics, Streams, Text etc.
• Logical Views allow for - Trace, Analyze, View Trends, Patterns, Activeness of Tags.
• Tags can be – Smart , Auto enabled or Manual across all channels.

17. Individual Tag Analysis – Time report
#LTE Tag – Stream Analysis Report
Label : #LTE
6 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
7 Am
2 Chats 0 Video 13 Emails 0 Screen Share 40
Ingress Egress Asy Flow Read Unread Emoji Analysis
30 30 .1 60 0 ----
8 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
9 Am
2 Chats 1 Video 3 Emails 3 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
10 Am
10 Chats 2 Video 3 Emails 1 Screen Share ----
Ingress Egress Asy Flow Read Unread Emoji Analysis
13 2 .8 4 11 ----
• Use elastic search

18. Unified Tags Support

19. Seamless Data Extraction and Unifi cation
• Using Natural Language Processing – Read, Analyze, and Extract Data we want across Channels.
Usage of Data Extraction API’s:
– https://www.textrazor.com/
– http://text-processing.com/docs/phrases.html
– http://www.alchemyapi.com/
Data Extraction can be used to
Detect –
• Gist – Summary Digest
• Violation of Ethics n Code.
• Auto Tagging,
• Fav Book Marks,
• Context based Alerts,

20. Seamless Content Extraction
• Seamless Multi Lines extract based on Defined Org Universal contexts – Tags. [ Ex : LTE , VOIP etc]
• Parse Context based on Tag Context.
• Store and analyze according to Tags.
• Prompt for Manual tagging if Auto Tag not possible.

21. #LTE Tag: Sentiment Analysis
Uses machine Learning – Classifiers to learn about sentiments.
• https://market.mashape.com/vivekn/sentiment-3
• https://www.textrazor.com/demo
• http://www.ibm.com/smarterplanet/us/en/ibmwatson/developercloud/

22. #LTE Tag: Emoji Analysis

23. Unified Scheduler – Across Channels
• Unify Scheduled Communication Messages
across all or selected Channels.
• Activate Schedules based on Channel , or Tags.
• Very impt for Unified Integrated Marketing
Communication across channels.
• Unified Auto –responders, Ex: Out of Office

24. Define Unified Rules across Channels:
Ex: Response – Uniform SLA
• Rules based on Channels, Department functions, Tags etc

25. Define Contextual based Uniform
Storage across All Channels

26. Voice Bot and Fuzzy Search Support
https://developer.amazon.com/public/solutions
/alexa/alexa-voice-service

27. Geographical Analysis of #LTE Tag Stream

28. Define Unified restriction and access
rules?
Define Formal Rules of Communication through Org Structure
across All channels

29. See #LTE Tag Interactions
at Department, Functional View

30. Can we Visualize Intra Org
Communications ?

31. Identify Active and Passive
Communication Networks
• Identify SME’s.
• Identify Network Strengths
• Identify Silos, Closed Networks
• Identify Sentiments
• Identify Productivity vs Communication Time

32. Organization Psychological Profiling
• Is Org
sentiment
+ , -
• Whats
most
talked
about
• What are
the likes
• What are
the dislikes

33. Versality of Use across Media Type
Unify

34. The Consumption Layout

35. Decoupling: Data and Layouts
• De-couple View and Data .
– Data independent of Consumption Can.
• User can choose any consumption view-
– Inbox style
– Stream Style
– Chat Style
– Workspace Style
– Tile / Card Style
– Notification Style
– Etc ……
• Any Type of Data fits , streams over the Layout choosen.

36. But Why not let it be Coupled?
• Break away from Silo Islands.
• A Hatchback , SUV , Sedan or Small Car does not deny a
Person who sits in the car , its just Preference n Use of who
wants to sit.
• So Why, Is Data then tightly coupled to Consumption device
its just a vehicle.
1. Ex: PST to Outlook , Chat to XMPP , Streams , Files to Project ,
repo server etc.
• Irrespective of View and Data Type the abstractor fits n
streams data.

37. So, Can we Give ?

38. A Reductionist , Simplified and Unified Approach

39. Flexible view pane Layout based on User pref.

40. Single View of All - Communication Aggregation , Network paths

41. Unified Fuzzy Search and Voice BOT

42. Unified Async Message Push for IMC

43. Unified Social Aggregation

44. Unified Meta Data Extraction

45. Unified Storage , Repo 4 all types of –
Channels and Data

46. Define Unified - Auto responders

47. Unified and Uniform Speed Manual response (SLA)

48. Unified Alerts, Notifications, Actions, Broadcasts

49. Unified Tagging, Labelling for Mining and Context

50. Unified Sentiment, Feedback Analysis across Streams

51. Unified and Uniform Analytics, Trends & KPI Insights

52. Unified SPAM filter across Channels

53. Unified Stream Analysis: Text analysis , Voice , Video , Image , Files , Meta-data

54. Unified Analytics – What’s Trending, Hot, Strength, Flow type

55. Unified Context & Sentiment Analysis

56. Unified Communication Routing scope and Rules

57. Communication and Co-ordination Visualization

58. So can we in Summary , Give

59. Reductionist , Simplified and Unified Approach -
• Flexible view pane based on User pref.
• Single View of All - Communication Aggregation , Network paths
• Unified Search and Voice BOT
• Unified Social Aggregation and Storage.
• Unified Meta Data Extraction
• Unified Storage , Repo
• Single pane - Auto response
• Unified and Speed response
• Unified Alerts
• Unified Tagging
• Mgmt – Timed Response
• Unified Sentiment Analysis
• Analytics and Trends

60. • Unified SPAM filter across Channels
• Unified Stream Analysis – Text analysis , Voice , Video , Image , Files , Meta-data
• Unified Analytics –What’s Trending, Hot,
• Context Analysis
• Sentiment Analysis
• Unified Labeling – Ex: Hashtags for All forms
• Unified Communication Routing scope and Rules
• Communication and Co-ordination Visualization

61. Thank you – Nikhil Gupta