UC & C Success Requires a Services Lead Approach

Transcription

1 UC & C Success Requires a Services Lead Approach Presented by Zeus Kerravala Principal Analyst 2014 ZK RESEARCH, A DIVISION OF KERRAVALA CONSULTING

2 The Business Climate is Changing Technology Solution Providers Must Focus on Business Outcomes

3 Polling Question How often do you interact with someone at your customer outside of IT? 1. Never 2. Under 25% of the time 3. 25% - 50% 4. 50% - 75% 5. Almost every interaction Technology Solution Providers Must Focus on Business Outcomes

4 The Nature of Work is Changing The new world of work is making UCC a must have today Competitive advantage is based on speed of decision making Companies need to leverage the knowledge of employees globally Collaboration across the enterprise and between organizations Supports an increasingly dynamic and mobile work force

5 UC & C Is Solves Business Problems What are the benefits your organization hopes to achieve with a UC deployment? (Please check all that apply).

6 Unified C & C Taxonomy Continually evolving market category Includes a wide range of real time and non real time applications No single vendor can deliver a full solution Mobile and cloud are new delivery models for UC & C

7 Interactivity UC & C Value Proposition Varies When Collaboration Value First meeting, final contracts Critical negotiations, cross culture Relationship building, body language Detailed information Quick, short messages Standard communications In person Telepresence Video Audio and Web conferencing Chat Voice Most Impact Lifelike, simple and intuitive Faster, more informed decisions More data Instant feedback Familiar, ubiquitous Not time critical Broad distribution, ubiquitous

8 Number of participants UC & C Continues to Expand Richness of interactivity Discussion forums Social networking Streaming video Wikis Blogs Contact centre Group Telepresence Chat Conferencing Room video Personal Telepresence Documents Voice Desktop video

9 UC & C is Widely Deployed Today What is the status of UC in your organization?

10 UC & C Is a Large, Growing Market UC Professional Services represents another $6B Cloud UC Services represent another $3.1B 10

11 UC & C Applications Tend to Be Basic Which UC applications do you plan or are planning to deploy? VoIP Deployed Planning to deploy Consider part of UC but no plans to deploy 63.9% 25.4% 10.0% 3.4% 61.2% 24.5% 11.9% 4.3% Audio conferencing Web conferencing Desktop video 45.4% 34.0% 15.6% 6.4% 34.0% 31.6% 23.7% 11.9% TelePresence/Room 32.7% 32.7% 25.2% 11.0% Video Call center 42.4% 26.5% 16.7% 15.5% Unified messaging Presence Mobile UC Social Media UC enabled applications 42.7% 34.5% 16.9% 7.5% 36.4% 27.6% 22.4% 15.8% 21.9% 42.1% 26.4% 12.0% 23.3% 28.0% 20.7% 29.3% 13.3% 43.8% 28.3% 15.9% Do not consider this part of UC TechTarget

12 VoIP Provides Immediate Payback

13 The Cost Savings From UC Are Significant Example: Cost Savings from VoIP Savings Long distance charges Trunking charges System maintenance IT personnel Moves, adds, changes (MACs) Mobility Detail Low cost or free on-net calls, least cost routing Consolidation of trunks, conversion to SIP Reduction in spares, faster upgrades, lower hardware costs Reassignment of IT staff, more tasks done with front line support MACs evolve from a self service model drive the cost of a MAC fro $300 to zero WiFi calling, unified messaging, mobile UC

14 VoIP Case Study: Manufacturing Co. Legacy Voice VoIP solution Difference 5 YR TCO of Legacy $687 Million Net 5 Year Savings Capital Expenses Long Distance Trunking Maintenance Personnel MACs Mobility Total 5 YR TCO of VoIP +56 Million -96 Million -88 Million -35 Million -32 Million -5 Million -5 Million $483 Million $204 Million Savings from VoIP can fund the UC implementation

15 Video Has Reached an Inflection Point Increasing Demand Real time collaboration Faster decision making Reduction in travel expenses Corporate green initiatives Telecommuting Consumerization of the workplace Social media influence Decreasing barriers Technology Innovation Easy to use systems Standards based video Pervasive IP connectivity Network bandwidth increases Decreasing TCO Higher quality solutions Interoperable solutions

16 Video is for More than Travel Reduction Primary Drivers Purchasing Video Communications Solutions 53% Increase communication effectiveness of remote workers 51% Reduction in travel 47% Increases efficiency of the work force No Increase 36% Improve internal company collaboration 33% Improve interactions with other businesses 29% Provides a higher quality experience than audio only 26% Implemented as a way of improving customer service 24% Integration of video into business applications 16

17 Polling Question What type of video are your customers asking for most often? 1. Mobile video 2. Desktop video 3. Room based systems 4. Telepresence Technology Solution Providers Must Focus on Business Outcomes

18 Video Has Seven Main Use Cases Organizational Communications Corporate Meetings Security Real time video Recorded One to one One to many Many to many Training Enterprise Video Digital Signage Customer Interactions Events

19 The Video Value Proposition 200% Improvement in the ability to learn when using video 40% Increase in absorption of information when it is visual 38% 73% Improved retention in meetings that are video based versus phone only of meetings end faster with better results when done over video

20 Mobile UC & C Is About Context Who is the user? What type of device? What is the users presence status? What are the network capabilities? Where the user is located? What are the policies that limit the worker? Which is the best communication tool? What are the capabilities of the device? UC & C Is Core to BYOD Strategies 20

21 Consumerization Drives UC

22 Benefits of Mobile UC Removes Human Latency Contextual, Predictive Information Ad Hoc Collaboration Multi-Channel Communications 22

23 Polling Question What is your opinion of Microsoft Lync Voice? 1. It s interesting but not ready for prime time 2. We have no interest in Lync Voice 3. It s a viable option for customers today Technology Solution Providers Must Focus on Business Outcomes

24 Cisco and Microsoft Dominate UC & C Today Which vendors do you consider your primary or secondary UC solution provider for premise based solutions? Primary N=282

25 Many Organizations Find UC & C Complex What are the top obstacles preventing you to deploying UC? (Please check all that apply).

26 Because It Is Complex! Voice The Old Way PBX Voice Today Phon e Cable PSTN Physical Servers Virtual Servers Interoperability Cloud Resources IP phone WiFI Phone Peer to Peer Soft phone Cell phone Apps

27 UC & C Lifecycle Requires New Skills

28 Polling Question How often are services included as part of the engagement with the customer? 1. Never 2. Under 25% of the time 3. 25% - 50% 4. 50% - 75% 5. Almost always Technology Solution Providers Must Focus on Business Outcomes

29 The Role of Services A services firm can address any skills gap Rely on a services firm to provide case studies, best practices and to avoid potential pitfalls Utilize a services firm to help with business case planning Augment your own skills through professional and technical services

30 UC & C Action Plan Focus on business outcomes, not technology, this means engage the line of business manager Build a robust set of pre and post sales services Every engagement should have a services component Customers are looking for case studies and use cases be prepared Cost savings can open the door, but productivity solutions will accelerate the deployment Start with a small pilot of highly mobile workers or processes with high amounts of human latency 30

31 Thank you! Zeus Kerravala Principal Analyst, ZK Research Follow me on 31