The Next Generation of Communication, Collaboration and Social Networkingvia Unified Communications

Daniel Jonathan Valik Sr. Program Manager – Unified Communications Global Business Operations & Strategic Services (CSS)

Question: What are your challenges today in customer care?

An Inflection Point is Upon Us

Between

now and 2015

Anytime/Anywhere Communication is reality

Millienials, the Generation of Immediacy and “Simultasking” become dominant consumer purchasing power.

Communication enabled business processes proliferate

• Deep penetration of broadband.

• Communication capabilities across the three screens

• Low cost barriers and broadband penetration drive video in TVs, Tablets and Mobile

• A mobile and dispersed global workforce

• Over a billion mobile users

• Complete adoption of UC by enterprises

• Voice through your browser (IE)

• Personal Clouds

Revenue• Revenue-Uplift via next generation

interactions with customers! • Generation of better relationship

between customers, partners and your company

• Become a reference and a weapon for the field

Cost Savings• Optimized communication costs• Federation of partnerships• Replacement of cost intensive

legacy and third party systems

CPE• Simple interface for customers and

partners• Highly improved communication

workflow between customer and Microsoft

• Easier access of information • Better Identification of customers

and partners

Opportunities and Risks

Unified Communicati

ons Risks• We miss the window of opportunity for

growing revenue • We miss the trend and we’re not

innovative

We have an impact