Meeting Demand and Minimizing Risk · business app and Tom’s and Bob’s support Tom – mobile expert •Indicates his availability •Easily communicates with his smartphone Bob

Social Media and IT Consumerization in the Enterprise: Meet Demand and Minimize Risk

Simon Bentley, Avaya VP Application Development

February 2012

© 2012 Avaya. All rights reserved. 2

Today’s Agenda

Trends Impacting Direction Choices

Social Media and Business Results

Consumerization and Managing Risk

Closing Thoughts


Social and Business Trends

Organizations face a tough economy, aggressive competitors, fragile customer loyalty, and changing demographics

Virtual Worlds and Communities

Social Networking

Generational

Cloud Mobile Living

BYOD trends

Return to Business Growth


End User

Line of Business

IT

Meeting The Needs Of All Your Constituents

Faster Execution

Customer Experience

Increase Productivity

Problem Resolution

Decrease Cost

Simplify Maintenance

Integrate Systems

Deploy New Services

Anywhere, Anytime

Social Networking

Relevant Information

Any Device, Any Modality


Innovation Priorities

Make business processes more efficient

Introduce new IT-led products or services for our customers

Get better BI to more employees, more quickly

Improve Web operations and customer experience

Lower IT and business costs

Engage customers in new ways

Improve customer service

54%

45%

40%

30%

29%

26%

22%

Information Week Survey of 2011 Information Week 500 executives, June 2011.

2011 Innovation Priorities

IT Plays a Critical Role in Innovation

83% of IT departments partner with

BUs to develop new products or

services

22% lead an R&D team accountable

for new products or services

The CIO as Chief Acceleration

Officer: CEO/LOB heads looking for

increase in speed of ops, design,

execution, and customer value

Innovation Is The CIO's Job: In 30%

of companies, the CIO has formal

responsibility for innovation

Successful innovation is visible,

respectful, and inclusive


Today’s Agenda




Closing Thoughts


Demographics Are Changing

Customer Demographics are Changing with Different Customer Satisfaction Expectations

Sources:

PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail

Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s

Baby Boomers

Generation X

Generation Y


Risks of Not Providing Expected Customer Experience are Increasing

of consumers form an opinion about a company’s

image through their Contact Center interaction

of Millennials [Gen X and Y] will leave after one

bad experience

Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys

will tell others about their poor experiences

Customer Satisfaction Risks are Increasing


Making Social Media Activity Actionable

I supported CJ’s Charity Walk Week

http://www.charity.org #CJ

CJet airlines swings to $161M loss in third

quarter –bizjournals.comhttp://bit.ly/2OUCRV

CJet voters, don't let a golden opportunity pass

us by CJet County Independent Dear reader,

are you one who.. http://bit.ly/3qWX2

If CJet could just play nice & bump me to a

later flight this would just uncomplicate things.

No joy on 2 CJet flights. Back through security

again to mothership

Out of 70,000 relevant items,

1,400 actionable items remain

30,000 SPAM items &

irrelevant items removed 100,000 Total Items

Thousands of items are retrieved

based on search results

30% identified as SPAM

or irrelevant;

70% identified as relevant

Of that 70%, 2% are actionable

and are routed to agent

http://www.charity.org/


Engaging in Social Media Discussions

Social

Media

Manage-

ment

Standard Media

Social Media

Contact

Routing

Managed

Agents &

Experts

Scan and process events from social media

Leverage existing Contact Center resources

Contact Center Inbound

Contact

Web

http://images.google.com/imgres?imgurl=http://blog.nfb.ca/wp-content/uploads/2009/07/youtube_logo.jpg&imgrefurl=http://blog.nfb.ca/2009/07/&usg=__HAMJrL-b0D6vbDJ1PasqfhX0HeQ=&h=310&w=413&sz=17&hl=en&start=2&um=1&itbs=1&tbnid=P5L3xns34LJS0M:&tbnh=94&tbnw=125&prev=/images?q=youtube&um=1&hl=en&rls=com.microsoft:en-us&tbs=isch:1


Case Study

Large Global Clothing Retailer

Manually monitoring

Facebook and Twitter

with most traffic on

Facebook

Volume becoming

unmanageable

Problem

Reduce response times

Improved customer

satisfaction with focus

on actionable social

media mentions

Reduce agent time with

automated filtering and

assignment

Value

Avaya Interaction Center

Avaya Social Media Manager

Solution

“Social Media integrated into customer care provides improved customer

service.”

Men's, women's and children's clothing, offering fashion and

quality at the best price

2,500 stores worldwide, unable to effectively monitor relevant

social media customer interactions


Today’s Agenda




Closing Thoughts


Consumerization and BYOD Today

Android Apps

iPhone Apps

Tablets in 2012

Smartphones

Social Media Users

100 000

350 000

75 000 000

800 000 000

1 200 000 000

Tablet market $45B by 2014 – Yankee 2011

Over 80% of Fortune 100 deploying iPhones and iPads – Network World 2011

72% of organizations permitting employee-owned devices – Aberdeen 2011

50% of enterprise users using consumer applications – Yankee 2011


BYOD – Balancing Reward and Risk

Network Capacity Can I handle multiple devices

per user and voice/video bandwidth needs?

IT Compliance Who gets on? To do what? To go where?

Quality of Service How can I ensure business critical applications get

priority?

Security Authentication?

Wireless roaming? Remote access?

Mobile Device Management

What tools do I need to manage devices?

User Experience Delivering consistent user

experiences across powerful devices they want to use

Productivity Empowering and encouraging

users, driving faster collaboration and better decisions


Enterprise

Communication

Foundation

Maureen - customer relationship manager

• Travelling with her iPad, key client calls

• Accessible and able to quickly find experts

• Gathers contextual information using iPad

• Executes transaction for client using a business app and Tom’s and Bob’s support

Tom – mobile expert

• Indicates his availability

• Easily communicates with his smartphone

Bob - back-office support (may be in his home office!)

• Integrated desktop

• Easily supports the team

Empowering the Mobile Workforce Faster collaboration and smarter decisions


Enterprise

Communication

Foundation

Maureen - customer relationship manager

• Travelling with her iPad, key client calls

• Accessible and able to quickly find experts

• Gathers contextual information using iPad

• Executes transaction for client using a business app and Tom’s and Bob’s support

Tom – mobile expert

• Indicates his availability

• Easily communicates with his smartphone

Bob - back-office support (may be in his home office!)

• Integrated desktop

• Easily supports the team

Rethinking Meeting and Training


Meeting Demand and Managing Risk

Architectural Flexibility

Consolidated enterprise-wide shared services lowering TCO

Seamless multi-modal user experiences everywhere

The right capabilities based on each user’s profile

Secure application-specific remote access (e.g. SBCs)

Real-time optimized wireless networking for roaming devices


Case Study

Westlake: Empowering Remote “On-site” Staff

Empowering account managers to better service dealers and customers

Saving money on establishing “offices” within dealers and at home

Controlling cell-phone costs and improving “one-number” accessibility

Lowering TCO for IT

Problem

Serving customers faster

Ease of communication no matter where people are conducting business

Being seen by customers to be empowered with cutting-edge tools

‘At a glance’ ability to find available Westlake experts and bring them into key conversations

Value

Deployed Apple iPads to 300 dealer account managers

Leverage dealership Internet access, no separate phones

Easy-to-use Avaya Flare® interface at the dealer, at home, and when travelling

Extending use of existing Avaya Aura® infrastructure and shared back-end apps

Solution

“The visual and intuitive nature of Avaya Flare Communicator makes it easier for

everyone to communicate, not only with the head office, but with each other as well.”

Full spectrum lending institution based in Los Angeles

300 remote account managers located within car dealerships

Finding current tools & personal cell phone use ineffective


Today’s Agenda




Closing Thoughts


Avaya Approach to Enterprise-wide Collaboration Tackling Social Media and IT Consumerization Trends

Service Provider

s

Standard Media

Web

Social Networks

Stores Branches

Customers

Partners

Suppliers

Customer Facing

Specialists

Mobile Collaborators

Experts

Back Office

Knowledge Workers

Service Agents

Other workers

Avaya Aura®

Avaya Networking (VENA) Service Providers

Apps Contact Center

Apps Collaboration

Apps Social Media

Cloud Services

Multi-vendor IP-PBXs

web.alive


Closing Thoughts

Social Media engagement allows you to meet new customers where they are

Consumerization and BYOD represent opportunity and risk in empowering your workforce

Architecture approach needed to meet customer and user demand while minimizing risk

Meet us at www.avaya.com

http://www.avaya.com/


THANK YOU Simon Bentley, Avaya VP Application Development

[email protected]

© 2011 Avaya Inc. All rights reserved.

mailto:[email protected]

Faster collaboration, smarter decisions, better business

Documents

Meeting Demand and Minimizing Risk · business app and Tom’s and Bob’s support Tom – mobile expert •Indicates his availability •Easily communicates with his smartphone Bob