Strategies for Effective Communication

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28 Οκτ 2013 (πριν από 3 χρόνια και 9 μήνες)

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Portsmouth Business School

Centre for Enterprise Research & Innovation


Strategies for Effective Communication












Presenter: David Starkey

Players in Unified Communications

There

are

quite

a

number

of

companies

providing

some

sort

of

unified

messaging

or

communications

system

to

clients,

but

the

leaders

with

vision

can

be

found

here
.

.

.

Players in Unified Communications

There

are

quite

a

number

of

companies

providing

some

sort

of

unified

messaging

or

communications

system

to

clients,

but

the

leaders

with

vision

can

be

found

here
.

.

.


Cisco


Microsoft


Siemens


Alcatel


Nortel

Players in Unified Communications

We

will

look

at

just

two
.

.

.


Cisco


Microsoft


The Power of Unified Comms!

1.
Presence

2.
Preference

3.
Messaging

The Power of Unified Comms!

1.
Presence

2.
Preference

3.
Messaging

The Power of Unified Comms!

1.
Presence

2.
Preference

3.
Messaging

The Power of Unified Comms!

1.
Presence

2.
Preference

3.
Messaging

The Power of Unified Comms

1.
Presence

2.
Preference

3.
Messaging

a)
Phone

b)
Video

c)
Email

d)
Instant

Messaging

(IM)

We

know

how

we

should

message

colleagues,

and

by

what

means
.

.

.

The Promise of Unified Communications (Insurance)

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

This

insurance

agent

would

like

to

settle

her

clients’

claim

at

their

storm

damaged

house
.

But

she

can’t

connect

with

her

firm’s

back

office

servers,

and

also

can’t

find

an

available

adjuster

to

authorise

payment
.

She

therefore

cannot

settle

the

claim

there

and

then,

and

must

make

a

second

or

even

third

visit
.

The

result?

Unhappy

clients
.

.

.
and

an

opportunity

to

build

a

bond

with

the

claimants

is

lost
.

The Promise of Unified Communications

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

With

Unified

Communications

in

place,

the

insurance

agent

can

connect

with

her

firm’s

back

office

servers,

and

she

knows

which

adjuster

is

available

to

authorise

a

payment



her

Blackberry

shows

her

which

adjusters

are

available,

and

by

what

means
.

She

emails

him

a

copy

of

the

claim

form

she

has

completed,

and

photos

of

the

damage
.

He

sees

the

damage,

and

can

confirm

the

clients

have

a

valid

insurance

policy
.

She

pays

the

claim
.

The

result?

Happy

clients
.

.

.
and

new

loyalty

to

the

insurers
.

The Promise of Unified Communications (Plumbing)

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

The

client’s

pool

pump

is

venting

water

all

over

her

yard,

flooding

it

before

a

party
.

She

rings

her

service

company

for

help,

gets

put

on

hold,

and

when

she

gets

through,

the

helpdesk

technician

doesn’t

know

where

his

service

engineers

are,

or

have

any

way

of

reaching

them


He

just

gets

their

voicemail

when

he

rings

them
.

Result?

An

unhappy

client,

a

flooded

yard,

no

party,

and

no

future

orders

from

that

client
.

Is

there

a

better

way?

The Promise of Unified Communications

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

When

she

rings,

the

client

is

given

a

priority

‘Urgent’

response

to

make,

which

connects

her

to

the

helpdesk

straightaway
.

The

technician

tells

her

there

is

a

manual

shut

off

pin

she

must

engage

to

use

the

shut

off

handle
.

He

messages

a

pump

diagram

to

her,

and

she

finds

the

pin
.

With

the

water

off,

the

party

is

back

on!

She

asks

the

helpdesk

technician

if

the

service

engineer

can

bring

an

accessory

with

him

when

he

visits

to

do

a

permanent

repair
.

The

technican

can

see

the

accessories

carried

by

each

van

in

real

time
.

Yes,

the

required

accessory

is

on

board



and

another

sale

is

made!

The Promise of Unified Communications (Health)

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

A

hospital

doctor

would

like

a

second

opinion

on

an

MRI

scan,

but

he

is

unable

to

find

a

consultant,

and

doesn’t

have

access

to

other

consultants

currently

at

home
.

Result?

Patients

get

diagnosis

delays,

and

the

hospital

bed

is

still

unavailable
.

Hospital

staff

are

frustrated

Patients

do

not

get

the

treatment

they

deserve
.

Is

there

a

better

way?

The Promise of Unified Communications

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

There

is!

The

doctor

can

see

from

his

Unified

Communications

Interface

that

consultant

Mr

Chan

is

on

a

call,

so

sends

him

an

Instant

Message
.

Mr
.

Chan

sees

he

is

wanted,

and

ends

his

call
.

The

doctor

shows

him

the

MRI

scan

via

a

video

link

to

Mr
.

Chan’s

home

PC,

and

they

videoconference

to

diagnose

the

patient’s

problem
.

The

dark

spot

is

an

MRI

artefact,

and

nothing

to

worry

about
.

The

patient

is

discharged,

the

bed

is

regained,

the

doctor

and

patient

are

happy,

and

the

consultant

gets

a

round

of

golf!

Cisco UC Systems

http://tools.cisco.com/cmn/jsp/index.jsp?id=55815&redir=YES&userid=(none)

‘The Promise of Unified Communications’ can be viewed at. . . (click the ‘play’ button)

Microsoft UC Systems

See: http://www.microsoft.com/UC/Demos/UC_DemoOverview/index.html

Microsoft

have

a

Unified

Communications

solution

based

around

Office

2007
,

Office

Communicator,

Live

Communications

Server,

Live

Meeting

&

SharePoint

Portal

Server

Cisco MeetingPlace & Cisco Videoconferencing Manager

I

could

tell

you

about

these

systems

for

collaborating

online
.

.

.

.

.

.
but

it’s

so

much

better

if

you

see

it

for

yourself!


Run the Video. . .

Unified Comms offers a challenge for Managers. . .

Significant

increases

in

staff

productivity

are

possible,

but

this

is

at

the

expense

of

the

staff

who

have

become

more

flexible
.

Managers

not

only

need

to

think

about

planning

for

the

hardware

and

software

to

make

Unified

Communications

a

reality
.

.

.

.

.

.
they

also

need

to

think

how

they

can

reward

and

motivate

staff

to

work

flexibly,

and

so

see

a

return

on

the

investment

required
.

Introducing

Unified

Communications

is

about

using

the

best

choice

of

media

to

deliver

messages

to

the

right

people,

who

can

be

found

because

their

presence

is

known,

and

have

a

preferred

means

of

contact
.

Unified

Communications

open

up

a

new

world

of

nigh

quality

video

on

demand

to

any

device,

anywhere
.

For

this

University,

this

means

distributed

and

distance

learning

for

students

as

if

they

were

on

campus
.

With

Unified

Communications
.

.

.
the

WORLD

is

our

campus!

End of Presentation

Thanks for Listening

Any Questions?