Cloudbug in September was Digital Workplace focused - we discussed Next Generation Portals and the chooses we make when launching a Digital Workspace. The presentation also includes a new User Experience to re-imagine the workplace with a fluid interface

1. James
Roberston
Step Two
Design
CloudBug
Cloud Business User Group
@melcloudbug
www.meetup.com/CloudBug/
www.facebook.com/melbbug
www.cloudbug.com.au
Tuesday
8th of Sept
11.30- 1pm
Networking Lunch

2. About Cloudbug
www.cloudbug.com.au
Twitter: melcloudbug
Linked In Group:
Melbourne Business User Group
Facebook:
https://www.facebook.com/melbbug
Meetup
http://www.meetup.com/CloudBug/
Rita Arrigo – President Cloudbug
@rarrigo

3. Next Generation Portals
Boards
lightweight
collection and
sharing

4. Sneak Peak: Codename “InfoPedia”
the definitive source personalized hear from everyone
simple, expressive
tools with built in
analytics to empower
the entire company
organize | explain | connect

5. Your articles can rapidly become
obsolete
It can be expensive to keep
them fresh
Graph insights can help you out
By mining documents around
you and your users, we can
keep them relevant

6. Helping you find content
Computing a
conditional
probability
Using the
Office Graph
to provide
predictive
content
Next Gen
Responsive
Design

7. James Roberston
Managing Director of
Step Two Design
Intranet Innovation Awards now the 9th year of receiving
inspiring & exciting submissions from around the world
Author of Several Books including:
• Essential Intranets
• Designing Intranets
• What every intranet team should know
12.40 – 1.30 Networking Lunch
The Agenda

9. • A Fluid User Interface for Complex Contact Centre, Retail and Field Force
• SMS worked with a large Telco to deliver a next generation approach to improve customer service and enhance agent response for a
20,000 user agent contact centre across India, Indonesia and Australia.
• Using Design Thinking, and immersive observation of the current contact centre, a new User Experience Concept was developed to
dramatically improve the performance of the agent.
• The prototype of the fluid UI demonstrates a mobile ready user interface with API’s to systems like Office 365 and Microsoft CRM.
• With an unstable existing system with the need to open many applications, notes being taken in Notepad and high difficulty in
training agents, the new solution delivers a single interface to access all data, a unified view of client details and the ability to use
machine learning to tailor the environment for agents to enable new levels new customer experience.
The GENESIS

10. The RESULT: Fluid User Interface
based on API’s

11. The Layers of
Days
Years
Consumer Layer
API Management by APIGEE
System of Record
Consumption Layer
Mobile Experiences
Systems of Engagement
Operational & Intelligence
ERP
Product
Catalogs
CRM Data Lake
Data
Warehouse
Smart Canvas Analytics for
Predictive
Behaviors
Self Service Field Force and Retails Contact Centres