View
321
Download
0
Tags:
Embed Size (px)
Citation preview
C3 confidentiality classificationUC Expo 20111
Connect, Engage & Empower your Customers
David Wardell, Vodafone
17 March 2011
C3 confidentiality classificationUC Expo 20112
First
operator
with 5
million
customers
1982
A history of leading the market
Awarded
mobile license
in the UK
1985 1991
First to
launch a
digital service
1993 1994 1999 2001 2008 2004 2006
First mobile
phone call
made
First high
street store
First text
message sent
First with
BlackBerry
in the UK
First 3G
roaming call
Becomes
Avaya
EMEA
Platinum
Partner
First 3G data
cards
First 3G broadband/
HSDPA data cards,
& USB modems
First built-in modem
broadband laptops
Avaya UK Business
Partner of the Year
Launched Fixed
Networks
Vodafone Moves into
Unified
Communications
UK & EMEA Avaya
Business Partner of the
Year
First ever touch-screen
device from BlackBerry
– the Storm, exclusive
to Vodafone
2009
Formation of
Vodafone
Business
Services
Vodafone opens
dedicated UC
Network
Operations
Centre
2010
Vodafone’s UC
Group managed
3m endpoints –
15% of the market
Awarded
European IT
Excellence
Award for Unified
Communications
17 March 2011
C3 confidentiality classificationUC Expo 20113
Source – IDC, Comscore
Businesses are facing a number of complex challenges
Uncertain economic outlook
Focus on total cost of ownership
Govt. spending cuts
Changing markets
Changing work patterns
28.2 million mobile workers by 2014
60% of company data leaves the office
Rapidly changing technology
Facebook generation
Consumerisation
Cloud computing
Growing customer expectations
On their terms
Online and mobile
Socially responsible
17 March 2011
C3 confidentiality classificationUC Expo 20114
Responding to these challenges
Transform the way
that you engage with
customers
Connect your
customers to the right
people
at the right time
Improve customer
satisfaction through
the first time
resolution of issues
Getting closer to
customers
Create new, more
cost effective ways of
working
Create competitive
advantage by
streamlining business
processes
Improve methods of
collaboration with
employees, partners
and customers
Improving
workforce
effectiveness
Reduce the total cost
of ownership
Simplify and
consolidate
technologies and
suppliers
Deploy solutions that
can scale according
to ever changing
business needs
Simplifying
communications
Maintain security
without
compromising
productivity
Ensure regulatory
compliance at all
times
Simplify the
management of
secure mobile
working
Securing
information
17 March 2011
C3 confidentiality classificationUC Expo 20115
Vodafone helps customers meet these challenges
“Vodafone mobile
broadband helps sales
people win more
business because it
allows them to work
wherever they are,
spending more time
researching and
meeting customers”
Najeeb Ahmed
Technical Projects &
Support Manager
Improving
workforce
effectiveness
“The council will
benefit from a truly
unified
communications
solution, providing
over 5000 government
employees with a
platform to effectively
communicate”
Alan ShieldsTechnical Architect
Simplifying
communicationsGetting closer to
customers
“Now no distressed
caller will ever hear
the engaged tone if a
volunteer is waiting to
help”
Steve Wrigglesworth
Project Manager
Samaritans Connect
“As part of our
implementation of the
ACPO security policy,
officers are able to
confidently access our
systems, delivering
better service,
reassuring our
communities”
Stuart Fillingham
Head of ICT
Securing
information
17 March 2011
C3 confidentiality classificationUC Expo 20116
Our portfolio
Products and services for the biggest business challenges
Mobile Voice
and CoverageMobile Email
Mobile
Applications
Remote
Access
Fixed
Network
Services
Unified
Communications
Contact
Centre
Machine-to-
Machine
Support
Services
Voice & Roaming Solutions
BlackBerry Solutions
Workforce Management Applications
Connectivity Fixed VoiceEnterprise Telephony
Interaction Management
UK SolutionsSpend Management
Coverage iPhoneMobile Data Collection Applications
Security Fixed Data Unified Messaging Self-ServiceInternational Solutions
Online Self-Service
Loyalty Programmes
AndroidTracking and Lone Worker Applications
Policy Control and Information Management
Networking ConferencingWorkforce Optimisation
On-Site Support
Nokia Mail for Exchange
Public Sector Applications
Networking VideoDevelopment Services
Logistics
Outlook MobileIndustry Applications
Vodafone OneTechnical Support
17 March 2011
C3 confidentiality classificationUC Expo 20117
Built on strong foundations
Best network
Future proof IP Network
UC ready
Largest global footprint
Tailored offering
Specific service models
Cost management tools
Employee benefits
Service excellence
Over 500 solutions specialists
Broad range of professional
accredited practitioners
Industry leading partnerships
Innovation delivered
Award winning converged and
contact centre solutions
Vodafone Sure Signal
CESG accredited services
17 March 2011
C3 confidentiality classificationUC Expo 20119
Chat/ IMTwitter
Multi-MediaCustomer Context
Self-Service
Customer
Multi-Modal Voice Service
Expert and SupervisorAssist
Agent
Recording
Contact centre environment - today
17 March 2011
C3 confidentiality classificationUC Expo 201111
• 24 Hours of video uploaded every minute – Over 2 Billion views a day
• Who needs a manual?
• You Tube impact can be immense – Bad publicity caused United Airlines
Shares to plunge by 10%, costing shareholders $180 million
• Launched in March, 2006
• Over 80% of usage is on mobile devices – Imagine what that means for a
poor customer experience
• 3 Billion Tweets a day generated by over 180 million users
• The Lilly Allen effect
• Reached 350 Million users in December 2009 - Now over 500 Million live
accounts
• If it was a country it would be the third largest in the world!
• 23 Million in Britain = 1 in 3 us active
• More than half of us log-on every day
The growth of social media
17 March 2011
• 24 Hours of video uploaded every minute – Over 2 Billion views a day
• Who needs a manual?
• You Tube impact can be immense – Bad publicity caused United Airlines
Shares to plunge by 10%, costing shareholders $180 million
• Launched in March, 2006
• Over 80% of usage is on mobile devices – Imagine what that means for
a poor customer experience
• 3 Billion Tweets a day generated by over 180 million users
• The Lilly Allen effect
• Reached 350 Million users in December 2009 - Now over 500 Million live
accounts
• If it was a country it would be the third largest in the world!
• 23 Million in Britain = 1 in 3 us active
• More than half of us log-on every day
C3 confidentiality classificationUC Expo 201113
How we interact today – customers helping customers
17 March 2011
C3 confidentiality classificationUC Expo 201115
Today, communication is more challengingChanging motivation and approach to remote workers
Avaya+Nortel Forum15 C3 - Confidential
17 March 2011We work today in distributed, virtual, mobile teams
C3 confidentiality classificationUC Expo 201116
Does this look familiar?
Adrain
.VoIP…
07500
Adrian
IM…
adrian@
email.com
01283
Multiple directories Multiple services Multiple voicemail systems
Adrian
VoIP/VM 121 94116…
17 March 2011
C3 confidentiality classificationUC Expo 201117
Increased productivity | Lower overall TCO | Simplified user experience
One service
One number
One voicemail
One directory
Single directory
Unified voice
Access voicemail
via 121 or Outlook
Collaboration
tools
Presence & IM
Online workspace
& doc sharing
Fixed Data
Access
Integrated communications
17 March 2011
C3 confidentiality classificationUC Expo 201118
Technology that provides solutions to work / life balance, the environment, and the mobility needs of your employees and community is key
Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond
Flexible working will empower employees to work wherever they are, increasing productivity, improving work-life balance and ensuring that top talent is attracted and retained.
Presence management identifies colleagues’ status and contact information and can also offer location based information allowing you to contact the right person straight away, reducing time wasting & frustration.
Just buying technology that others have …. does not bring about change
There are many vendors out there with similar technology ...
it’s the design, implementation & support that differentiates
In summary
17 March 2011