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Survey of users’ enterprise communications needs
Xavier Martin
October, 2007
2 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
1 Introduction
3 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Chasing productivity
But, since 68% also believe mobile technologies interfere with personal time,
user centricity is necessary to maintain motivation.
How has the use of mobile technology impacted the following aspects of your work?
Overall level of responsiveness
Interaction with peers
Interaction with customers
Interaction with direct managers
Collaboration with other departments
Overall job satisfaction
Positive impact Negative impact No impact Don’t knowSource: Economist Intelligence Unit Survey,
December 2006
4 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Implementing a communications strategy: 1. Know Your Users
“I want to be productive, but protect my personal time.”
“Why Broadband at home and not at work?”
“Wireless from everywhere!”
“I want to access my business applications from my mobile.”
“I want only one number!”
Understanding the needs of the new business generation
“I need to be equipped with a 3G/Wifi Smartphone!”EMPLOYEE
CONSUMER
CITIZEN
CUSTOMER
?
5 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
2 The Alcatel-Lucent Survey :
New communication uses in the Enterprise
6 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Methodology
1/ Qualitative survey: focus groups
Objectives : key trends + define 20 to 30 key uses
9 users groups (3 per segment SMB/MID/LARGE, 6-8 users per group)
27 face-to-face interviews with Decision Makers
5 European countries : France, Germany, Spain, Sweden, UK
Using a laptop and a mobile phone at least one hour per day professionally
Mobile 25% to 90% of their working time
2/ Quantitative survey: on-line survey
Objective: determine interest level per segment, area, industry, profile
3 000 respondents (completed questionnaires)
4 areas, 9 countries
– APAC: Australia, China, Singapore
– North Europe: Germany, Sweden, UK
– South Europe: France, Spain
– North America: US
Owning a fixed and a mobile professional phone
7 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Repartition of respondents
•Healthcare•9%
•Industry•13%
•Bank-Insurance•5%•Other field
•27%
•Public sector•12%
•IT-Telecoms•15%
•Retail•4%
•Services•15%
25-29 14%
30-39 40%
40-49 46%
SMB•997
LARGE•1002
MID•1035
33%
34,1%32,9%
Per company size
Other department22%
Sales-Marketing12%
Technical department27%
General Management 18%
Finance – Accounting7%
Human Resources5%
Logistics3%
Production6%
NA•904
APAC•626
EUNO•903EUSO
•601
19,8%
29,8%
29,8%
20,6%
Per geo
8 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
3 Summary
9 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Introduction
23 situations
Spontaneous.Directed.
What Matters ? Role ? Industry ? Geo ? Company size ?
10 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Top 5 wishes
1 Access my office working environment
from home.
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
1234567891011121314151617181920
Average
Vertical industry
Rank of balanced interest
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
1234567891011121314151617181920
Average
Vertical industry
Rank of balanced interest
Profile
Rank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
Average
Profile
Rank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
Average
53,6% Directed Interest
1st use in balanced interest for all regions except for Southern Europe 2nd and even 8th in spontaneous interest due to the importance of private/professional balance.
Healthcare and Public Sector only 2nd , people are likely to work from their professional premises
Only 5th for people from Logistics and 2nd for people from Production due to the required presence of their job at the office
11 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Top 5 wishes
1 Access my office working environment
from home. 2 Click-to-Call on Email Address
Area
APAC
Europe & North
Europe & South
North America
1234567891011121314151617181920
AverageRank of balanced interest
Area
APAC
Europe & North
Europe & South
North America
1234567891011121314151617181920
AverageRank of balanced interest
Profile
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
AverageRank of balanced interest
Profile
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
AverageRank of balanced interest
Balanced
Directed
Spontaneous
Kind of interest
1234567891011121314151617181920Rank of interest
Balanced
Directed
Spontaneous
Kind of interest
1234567891011121314151617181920Rank of interest
2 functions are even more interested in this use: HR & Logistics.
The example of HR is quite clear. A recruitment agent has several hundred of e-mails with enclosed CVs to open each day and several hundred of calls to candidates and for them it is very time-saving to be able to call the candidate by clicking directly on his e-mail address.
12 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Top 5 wishes
1 Access my office working environment
from home. 3
Profile
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
AverageRank of balanced interest
Profile
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
1234567891011121314151617181920
AverageRank of balanced interest
2 Click-to-Call on Email Address
Fixed to Mobile Hand-over when leaving the
office
Vertical industry
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
1234567891011121314151617181920
AverageRank of balanced interest
Vertical industry
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
1234567891011121314151617181920
AverageRank of balanced interest
Directed interest greater than spontaneous interest
For one vertical industry this use is the 1st one: Healthcare. In Healthcare it is very difficult for people to make a call without interruption, they can always be interrupted because of emergency and they are always on. 2 other vertical industries, Bank / Insurance and Retail have also an greater interest than the average.
13 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Top 5 wishes
1 Access my office working environment
from home. 42 Click-to-Call on Email Address
Information on presence & preferred
communications mean
3 Fixed to Mobile Hand-over when leaving the office
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
Vertical industry
1234567891011121314151617181920
AverageRank of balanced interest
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
Vertical industry
1234567891011121314151617181920
AverageRank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
Profile
1234567891011121314151617181920
AverageRank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
Profile
1234567891011121314151617181920
AverageRank of balanced interest
LARGE
MID
SMB
Segment
1234567891011121314151617181920
AverageRank of balanced interest
LARGE
MID
SMB
Segment
1234567891011121314151617181920
AverageRank of balanced interest
Industry, IT-Telecoms, Retail and Services :• Inmmediate relationship with customers • Need to be very responsive
HR, Sales, Technical + General Management :• High communication requirements within the company• Fast & effective customer service
14 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Top 5 wishes
1 Access my office working environment
from home. 52 Click-to-Call on Email Address
A single phone for fixed and mobile
numbers3 Fixed to Mobile
Hand-over when leaving the office
Information on presence & preferred
communications mean
4
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
Vertical industry
1234567891011121314151617181920
AverageRank of balanced interest
Bank-Insurance
Healthcare
Industry
IT-Telecoms
Public Sector
Retail
Services
Other
Vertical industry
1234567891011121314151617181920
AverageRank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
Profile
1234567891011121314151617181920
AverageRank of balanced interest
General Management
Finance –Accounting
Human Resources
Logistics
Production
Sales –Marketing
Technical Dep.
Other
Profile
1234567891011121314151617181920
AverageRank of balanced interest
APAC
North Europe
South Europe
North America
Area
1234567891011121314151617181920
AverageRank of balanced interest
APAC
North Europe
South Europe
North America
Area
1234567891011121314151617181920
AverageRank of balanced interest
Highest interest in Europe
OnSite Mobile roles or needing to be very responsive(Production or Logistics)
2 vertical industries first : Bank / Insurance and Public Sector.
15 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Final Standings (6 to 15)
1 Access my office working environment
from home. 52 Click-to-Call on Email Address
A single phone for fixed and
mobile numbers3 Fixed to Mobile Hand-over when leaving the office
Information on presence & preferred
communications mean
4
• 6 – User Friendly PC Softphone instead of the phoneset
• 7 – Define a group of people I can phone to without any charge
• 8 – Call a company free of charge from uts website
• 9 – A number which is automatically redirected to my mobile
•10 – Access the corporate directory from my mobile
•11 – Block professional calls on my mobile during pre-defined time ranges
•12 – Retrieve (from corporate databases) name of the caller on my mobile
•13 – Using the headset of my mobile phone with my fixed phone
•14 – Reception of professional emails on my mobile phone (push-mail)
•15 – Reception of translated voice mails into text in my mailbox
16 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Overall Learnings
A real enthusiams for new uses in professional communications
5 on 20 uses have a rate of « spontaneous » interest for more than 75% of users
14 on 20 uses have a rate of « spontaneous » interest for more than 65% of users
19 on 20 uses have a rate of « spontaneous » interest for more than 60% of users
Concepts linked with the most requested usesFor users For decision makers
Mobility Continuity Better service to
customersCost control
Time-saving Better service to customers
Simplification
Differences of uses perception First criteria: profile –function- in the enterprise
The Logistics Department is the most interested in spontaneous interest (average rate 72,5%)
The Production Department is the less interested (60,4%)
Second criteria: vertical industryIT / Telecoms has the highest spontaneous interest rate 72,3%
Healthcare the lowest rate 66,1%
Third criteria: areaAPAC has the highest spontaneous interest rate 71,9%, followed by Europe & South 70,5%
North America has really a lowest spontaneous interest rate 58,5% far away from Europe & North with 64%
Last and minor criteria: segment (company size)
17 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Survey Results
Content
Introduction1 page
Methodology1 page
Executive Summary3 pages
Analysis per use41 pages
Annexes50 pages
Profile of respondentsFor each use: ranking, percentages per segment, area, vertical industry, profileFor each segment, area, vertical industry, profile: ranking of all uses
USER PROFILE OFFERMid and Large Enterprise
Philippe Diez, Head of Large Enterprise Solutions
October 2007
19 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Objectives of the User Profile Offer
Help IT / Telecom Manager provide the right communication applications to the right employee
Enable IT / Telecom Manager to answer end user requests while avoiding «explosion » of new technologies in the enterprise
Profiling to Streamline
Think « budget » in terms of Value per User
20 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
5 User Profiles
21 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Building up your profile
YOUR
PROFILE
Mobile
ProfessionalExecutive
Onsite
Roamer
Team WorkerOffice Worker
Usage Intensity Low Essential Basic Services Medium Premium Basic + Additional Services High Privilege Premium+Additional Services
Usage Intensity Low Essential Basic Services Medium Premium Basic + Additional Services High Privilege Premium+Additional Services
1. Communication Services – Presence,Routing,Call log,Multi line, Call by name,Directory access,etc.
1. Communication Services – Presence,Routing,Call log,Multi line, Call by name,Directory access,etc.
2. Mobility – On site, off site, free seating etc.
2. Mobility – On site, off site, free seating etc.
3. Team Working – IM, audio,data sharing, video etc.
3. Team Working – IM, audio,data sharing, video etc.
4. Device – IP, Digital, Mobile, PDA phone etc.
4. Device – IP, Digital, Mobile, PDA phone etc.
5. Messaging – Voice,Email,Unified etc.
5. Messaging – Voice,Email,Unified etc.
22 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Two New Dect/PWT
New User Profile Enablers – New DECT/PWT & WLAN phones A Single User Experience
Two New WLAN
Consistency of ServicesAlarms, Notifications, Call by Name, Boss/Assistant….
23 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
The 1st SIP Dual mode phone - GSM –off-site/ WiFi – on-site Private & business modes Nokia E series
Business Telephony on the move - second call (enquiry) with back & forth, transfer, call attendant, call back, call recording, message deposit, 3 party conference, voice mail, call forward, reverse call, DND, …
The 1st SIP Dual mode phone - GSM –off-site/ WiFi – on-site Private & business modes Nokia E series
Business Telephony on the move - second call (enquiry) with back & forth, transfer, call attendant, call back, call recording, message deposit, 3 party conference, voice mail, call forward, reverse call, DND, …
New User Profile Enablers – SIP Dual Mode Phone Partnership with Nokia
Nokia Intellisync Call Connect For Alcatel-lucent IP Pbx
24 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
New User Profile Enablers - My Instant Communicator Non intrusive single “front end” client to manage all interactions
25 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
New User Profile Enablers - My Instant Communicator
Real time Communication Manager
Services included : Telephony services Messaging services Routing services Collaboration services – IM, P2P Video Rich Presence– Telephony and IM Media Blending Optional – Multi party, multi media collaboration, VxML,
Text to Speech,Encryption, Redundancy, Multi site etc.
26 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Office Worker
90% 10% 0%
+ VM
Essential
+ VM
Premium
Privilege
Instant Communicator
VM OR UnifiedMessaging
Call by Name+Boss/Assist
+ MLA
Call by Name +Boss/Assist + MLA
Examples :Administration,Accounts, Legal, Sales Operations, Purchasing etc.
Examples :Administration,Accounts, Legal, Sales Operations, Purchasing etc.
Time at DeskTime at Desk Team workingTeam
workingTime away from OfficeTime away from Office
Time away from Desk
Time away from Desk
27 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Team Worker
70% 30% 0%
Essential
Premium
Privilege
+ VM
+ VM Instant Communicator
Call by Name +Boss/assist
+ MLA
Call by Name +Boss/assist + MLA
Examples :Project managers,Research team, Marketing,Design engineers,etc.
Examples :Project managers,Research team, Marketing,Design engineers,etc.
Time at DeskTime at Desk Team workingTeam
workingTime away from OfficeTime away from Office
Time away from Desk
Time away from Desk
VM OR Unified
Messaging
CollaborationWith Video
Collaboration
Collaboration
28 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Mobile Professional
40% 0% 60%
+ VM
Essential PremiumDual Mode
My Instant Communicator
VM OR Unified
Messaging
Call by Name +
Boss/Assist+ MLA
Call by Name +
Boss/Assist + MLA
+ VM
•* Mobile Professional essential • is also available without • any wired phone option
Examples :Sales, Channel Sales, Customer support etc.
Examples :Sales, Channel Sales, Customer support etc.
Time at DeskTime at Desk Team workingTeam
workingTime away from OfficeTime away from Office
Time away from Desk
Time away from Desk
Privilege
29 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
On Site Roamer
20-50% 50-80% 0%
+ VMCall By name
OR
Essential
OR
Premium
Privilege
OR
My Instant Communicator
VM OR UnifiedMessaging
Call by Name +
Boss/Assist + MLA
My Instant Communicator
Call by name+ VM
Examples :IT support,Maintenance,Nurse,Doctors, Security staff, etc.
Examples :IT support,Maintenance,Nurse,Doctors, Security staff, etc.
Time at DeskTime at Desk Team workingTeam
workingTime away from OfficeTime away from Office
Time away from Desk
Time away from Desk
30 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Executive
40% 30% 30%
Privilege
Instant Communicator-Universal Directory Access, IM, Presence,Routing
VM OR Unified
Messaging
Call by Name +Boss/Assist + MLA My Teamwork
with Video
Examples :’C’ Level, Senior Managers,Etc.
Examples :’C’ Level, Senior Managers,Etc.
Time at DeskTime at Desk Team workingTeam
workingTime away from OfficeTime away from Office
Time away from Desk
Time away from Desk
31 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Services Transformation SolutionsUser Profiles in the Finance Industry
Some Examples in Finance
Branch Director
Personal Banking Manager
Branch Group Manager
Credit Analyst
Secretary Treasurer
Market Director
Bank Auditor
Transaction Officer
Research Analyst
Commercial Controller
…/…
Executive MobileProfessional
OnsiteRoamer
OfficeWorker
TeamWorker
Options
Peer 2 Peer VideoFree
seating
Encryption
Voice Recordin
g
Some Examples in Finance
Some Examples in Finance
OptionsOptionsOptionsOptions
ExecutiveExecutiveExecutiveExecutive Mobile Mobile ProfessionalProfessional
Mobile Mobile ProfessionalProfessional
Team Team WorkerWorkerTeam Team
WorkerWorkerOffice Office
WorkersWorkersOffice Office
WorkersWorkersOn site On site
RoamersRoamersOn site On site
RoamersRoamers
32 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
Services Transformation SolutionsUser Profiles in the Health Care Industry
Healthcare User Profiles Options
ExecutiveOn-site Roamer
Office Worker
Team Worker
NurseNurse call
Integration
Hospital
Physician/DirectorLocation based
services
Other Physicians
Medico-Technical
Administration
Technical Staff
Patient
Telephony Integration with
Patient Terminal
OptionsOptions Healthcare User Profiles Healthcare User Profiles
Executive Executive On-site RoamerOn-site Roamer
Office Worker Office Worker
Team Worker Team Worker
33 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
A Budgetary Quote for Our Business Partners to help implement the Approach
34 | Online seminar Alesug: October 9, 2007 All Rights Reserved © Alcatel-Lucent 2006
www.alcatel-lucent.com
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