1. Polycom, Inc. All rights reserved. Video-Enabled Business Processes Vincent Perrin, Solutions Architect

2. Polycom, Inc. All rights reserved. 2 What is a business process? A sequence of related activities or tasks that serve a particular business goal. Developing a new product Settling an insurance claim Doing a Job interview as interviewer 3. Polycom, Inc. All rights reserved. 3 CEBP Enabling simple and rapid integration of communication services within applications and business processes for intelligent communications that incorporate text, voice, and video Communications enablement applicability across industries and across vertical applications (CRM, PLM, SCM, ERP, etc.) 4. Polycom, Inc. All rights reserved. 4 Drivers for CEBP/VEBP Increase Contextual Collaboration Enhance Collaboration Effectiveness Accelerate Transaction Completion Increase Notification Precision Improve Contact Success Automate Communication Processes Speed Information Delivery 5. Polycom, Inc. All rights reserved. 5 Video Collaboration is not just Video In Conference Rooms On Desktop On Mobile It is also VEBP In CRM, ERP, Healthcare, HR applications. Closely linked with Business Processes. 6. Polycom, Inc. All rights reserved. 6 Use Case 1: Web Based Contact Center Service Scenario: A video contact center allows user agents to log in with a specific skills profile. A web user connects with a knowledgeable agent based on page being viewed with a button click. 4) Agent logs into contact center application. Pre-defined skill set dictates which types of calls she will handle. 1) Customer access to the Web Page, and choose a domain of expertize. 2) Customer clicks on call agent button and is launched into a video session. 3) Skills based routing engine redirects call to proper agent queue. Agent answers via Polycom CloudAXIS client. Contact Center Service Vendor Hosted Web Site Video Stream 7. Polycom, Inc. All rights reserved. 7 Video Online Banking Meet the expert Scheduling appointments. Permit completion and filing on-line with assistance Premium program - Customer Intimacy Link to blog entry: http://social-collaboration.blogspot.co.uk/2013/09/online-video-banking-with-polycom.html 8. Polycom, Inc. All rights reserved. 8 9. Polycom, Inc. All rights reserved. 9 10. Polycom, Inc. All rights reserved. 10 Use Case 2: Mobile app used to connect with expert 1) Experts logs into contact center via hosted portal. Pre-defined skill set dictates which types of calls she will handle. 2) Customer in a Shopping Mall needs help quickly to answer on a product specification. He is using the Mall Mobile app. 3) Customer from Shopping Mall Mobile app, using NFC or QR Code can connects to the available expert Contact Center Service 4) Skills based routing engine redirects call to proper agent queue. Agent answers via Polycom CloudAXIS client. Video Stream 11. Polycom, Inc. All rights reserved. 11 Screenshots of Android App 12. Polycom, Inc. All rights reserved. 12 Use Case 3: Customer interaction via CRM System 1) Sales in Acme.inc would like to discuss with a customer on his propal. 2) From SalesForce.com UI, he can schedule a video- conference-type event. Video Service 3) Notifies via email the date and time of the meeting with connection details. The customer clicks on a link to open his browser and join the video meeting. Video Stream 13. Polycom, Inc. All rights reserved. 13 Video CRM Initiate video calls from within Salesforce. Schedule video meeting with customer directly from Salesforce UI Organize virtual marketing event using video infrastructure Available on AppExchange, soon 14. Polycom, Inc. All rights reserved. 14 15. Polycom, Inc. All rights reserved. 15 Use Case 4: Health Care Portal Integration with Video Conferencing Scheduled/Instant Calls View/Join a scheduled appointment Join instant calls Patient Schedule/Reschedule an appointment between Doctor/Nurse/Specialist and patient View/Join a scheduled appointment Direct /Instant call between Doctor/Nurse/Specialist and patient Between Doctors Helpdesk call for health coordinator Call Details Record Management View the details of each call Care team Video Stream Video Service Enable click-to-call patients, doctors, families, other health providers, plus assigning recorded videos for patients to watch. 16. Polycom, Inc. All rights reserved. 16 Click to call a single patient 17. Polycom, Inc. All rights reserved. 17 At home, he can discuss with his doctor 18. Polycom, Inc. All rights reserved. 18 Use Case 5: Video Interview Process Enable export of IBM Kenexa data into web app that allows scheduling of video calls with recruits Streamline the recruitment process and reduce latency between rounds. Join a scheduled interview Update comments on feedback templates (During and After Interview) Interviewer Schedule an interview ( Multiple Interviews in a Single Round / Multiple Rounds Import Job data from brass-ring spreadsheets Join a scheduled interview Update comments on feedback templates HR-User Video Stream Video Service 19. Polycom, Inc. All rights reserved. 19 Schedule Interviews 20. Polycom, Inc. All rights reserved. 20 Interviews Scheduled 21. Polycom, Inc. All rights reserved. 21 Do interview, collect interview feedback 22. Polycom, Inc. All rights reserved. 22 Interviewer Feedback 23. Polycom, Inc. All rights reserved. 23 Talent Aquisition Recruitment and HR professionals can assess candidates face- to-face regardless of location to reduce time- to-hire and improve on- boarding. Sales Management Account and channel management teams maintain regular contact, review opportunities and manage relationships with customers and partners. Distance Learning Training and development curriculums can be cost-effectively delivered remotely by experts while increasing interactivity and knowledge retention. Project Management Facilities and real estate teams can easily share blue prints with suppliers and remotely inspect sites to improve project cycle-times and outcomes Business Functions Horizontal Applications Facilities / CRE Sales ManagementHuman Resources Corporate Training 24. Polycom, Inc. All rights reserved. 24 Customer Service Banks, insurance and brokerage companies can add video to Internet and mobile service channels to enable face-to-face interactions with advisors. Video Interactions Broadcasting, media and production companies can invite celebrity guests and viewers to remotely join a show or manage castings and auditions. Project Management Legal, accounting, IT and other consulting firms can improve client service and shorten project lead times by creating virtual and borderless project teams. Enterprise Market - Vertical Applications Remote Support Pharmaceuticals, textile, automative and FMCG , manufacturers can get remote video support instantly from any supplier to reduce downtime. Manufacturing EntertainmentFinancial Services Business Services 25. Polycom, Inc. All rights reserved. 25 Crisis Management Oil and gas, mining and utlities companies can rapidly respond to any situation by collaborating with first responders, hospitals and authorities. Guest Services Hotels, resorts, business and conference centers can improve supplier management and guest services by offering video collaboration as a service. Video Connections Retail chains and on- line stores can quickly invite people visiting outlets, facebook or web pages to connect live via video and sollicate direct feedback. Passenger Services Railway, bus, cruise and and airport operators can differentiate themselves by offering new video collaboration services to passengers and partners. Enterprise Market - Vertical Applications Transportation HospitalityEnergy Retail 26. Polycom, Inc. All rights reserved. 26 Collaborative Education The most innovative learning environments today provide faculty and students the ability to be located anywhere, use any device, and use multiple modalities for delivering and accessing content in a teaching and learning environment. Collaborative Government Solutions Explore new methods of working and collaborating across traditional jurisdictions and sectors to identify, understand, and address emerging public sector social problems. Care Collaboration, and Wellness and Prevention Reach across the continuum of care to connect patients and providers in a seamless easy manner regardless of location Public Sector Vertical Solutions Education Government Healthcare 27. Polycom, Inc. All rights reserved. 27 Next steps With this approach, most of the projects will be a first of a kind Check #defydistance marketing campaign. Interesting ideas and numbers you can use Engage PGS Advanced Services team (Muthu and Darrin Stacey) Your preferred partner 28. Polycom, Inc. All rights reserved. 28 Questions ?