Elevating the UC Message to
Increase Awareness and Demand
for Unified Communications
Jeanne Sauer, Director Global Solutions Marketing
David Byrd, CMO ANPI
Agenda
• Survey Approach And Methodology
• Key Findings
• Business Benefits of Unified Communications
• ANPI Presentation
Research Approach
• Research completed because of a desire for a deep
user needs understanding
• Research Objective
• Understand individual information sharing and communication requirements and challenges
• By functional area, country, worker type, age • Understand individual view on Unified Communications
impact on their productivity.
• Hear from the voice of the customer how they believe they can benefit from Unified Communications
• Identify new, stronger benefit value propositions for Unified Communications services
End User Research Methodology
• Participants
• 1,000 respondents by country and business vertical
• Sample Control Frame
• Country view-200 people per country: United States, United Kingdom, Germany, Italy, and Australia
• Business verticals-40 people per vertical: retail, public sector, health care, legal, and financial
• Company size: <25, 25-49, 50-99, 100-249, 250-499, 500-999, 1000+
Key Findings
Universal Results
• Users continue to be frustrated by their available communication options
• Primarily only voice, voicemail & email – do not view these as real-time
communication options
• Most individuals believe the information they need to share is time-sensitive • Most participants immediately related to
the benefits of presence
• Other UC services benefits grow that this core service
Key Findings
Unique User Results
• Managers especially facing email overload recognize UC benefits compared to sole contributors
• Finance Vertical identifies most with UC Productivity Benefits followed by
Healthcare
• Presence is the center of Unified Communications productivity
5.40
5.81
6.08
6.67
6.61
5.86
6.09
77% Believe UC Will Make Them More Productive
“How much more productive do you believe you’d be if your company or organization used a Unified Communications
service like what was shown in the video?”
Ten-point scale: 10 as “a lot more productive” and 1 as “a lot less productive”
Verticals Recognize UC Productivity Benefits
Retail and Legal May be Slower to Move
“How much more productive do you believe you’d be if your company or
organization used a Unified Communications service like what was shown in
the video?”
Ten-point scale: 10 as “a lot more productive” and 1 as “a lot less productive”
5.41
5.69
5.84
5.93
Debunking the Age Myth
Adoption Expected Across Majority of Age Groups
“How much more productive do you believe you’d be if your company or
organization used a Unified Communications service like what was shown in
the video?”
Ten-point scale: 10 as “a lot more productive” and 1 as “a lot less productive” 6.37 6.46 6.73 6.87 6.51 6.25
5.88 6.23 6.15
5.23
Most Feel Information They Need To Access or Share
is Time Sensitive
Wait and See Responses Delays Decision Making Abilities
• Regional View
• Consistent Challenge Globally
• What’s Being Shared
• Sales, Financial & Accounting Info • C-Level shares more Legal info
• Verticals Most Impacted
• Finance followed by Legal- Time is money
• Who Needs Information Most
• Peers followed by Managers then Clients • Average of 12 contacts or more per day
• Users Most Impacted
• Managers especially experiencing email overload
12%
50%
25%
13%
10 (Extremely) 7-9 (Very) 4-6 (Somewhat) 1-3 (Not)Vertical Profiles
Retail
Legal
Healthcare
Education
• Long email trails & VM tag
• Scheduling and hosting large meetings and trainings
• Interacts with widest diverse set of teams
• Coordinate schedules & adhoc meetings
• Mobile phone integration
• Customer Service priority
Government
• Availability to make timely decisions
• Moving info & documents effeciently to key people
• Works more with local staff
Finance
• Universities and private sector share more time sensitive info
• Private sector not as impacted with limited budget & process
• Less tech savy than finance/govt
• Collaborates with groups in remotes offices for expertise
• Mazimize on call time staff communications
• Sharing records, training and case studies
Presence Is The Center of Unified Communications
Productivity
• A single solution that scales across enterprise
• 1/3 are trying some form of Presence
• 80% view UC One as improvement over
existing service
A Reliable and Unified UC Experience and Solution Required
Presence 6.37 Voice Calls 6.32 IM/Chat 5.50 5.50 Voice conference 5.10 Desktop share 4.97 Video calls 4.75 Video conference 4.75
73% Prefer Desktop & Laptop as Primary Device
47%
26%
9%
8%
7%
2%
1%
Desktop Computer Laptop Computer Tablet Smartphone Desk Phone Dumbphone VideoconferencingNote: Top choice listed above.
Likelihood to Use Benefits
Voice Calls “Quick and provide instant communication” IM/Chat “Help people communicate quickly” Text/SMS “Quick and would save time”
Presence personal. Immediately lets you know someone is available Improve communications by making conversations more Voice Conferencing “More convenient and saves time “
Desktop Sharing “Share more information & save time”
Video Conferencing “Eliminates travel and allows you to hold a meeting anywhere” Video Calls “Gives you the opportunity to see each other, allowing personal interaction”
Users See Immediate Benefits, Expect High
Usage of Voice, IM & Presence
Expected Benefits Center Around Saving Time
User quotes
• This would help me get in touch with people instantly live instead of email • Offers a simple way to do a presentation real quick
• Integrating this with other tools in one place could cut down quite a bit on time • Having clients and partners on this would save a lot of turnaround time and
troubles shooting
• It would save time especially since I deal with a lot of deadlines
• It would help me get remote people together to just flush out some things • You can offer an instant response to questions rather than email
UC Service Use Cases
Individual services
UC Service Use Cases
Voice Calling Presence/IM Email
• Contact staff or clients internally or remotely • Collaborate in person on
non urgent situation • More than YES or NO answers are needed • Attend HQ training calls • Mobile staff -no HQ office • Retrieve Voice Mails
• Share Time Sensitive info with staff or groups • Check availability for a
meeting or a call
• Quick message or update • Make quick decisions • Reach remote employees • Collaborate during calls • Identify available SME • Help others find me • Quick answer to question • Check staff time zones
• Share non urgent
information or status with individuals or groups • Share reference content • Voice Call or IM follow up • Request non urgent
feedback or edits to content
UC Service Use Cases- change pics
Group Situational Services
File Sharing Desktop Sharing Video
• Contact staff or clients internally or remotely • Avoid issues of sending
large files through email • Share information with
large teams
• Pass document to end customers on buddy list
• Share both urgent and non urgent info with teams or individuals
• Use with IM and Voice Calling to make decisions • Share info with remote
employees
• Resolve urgent issues • Edit documents • Training tools
• Live demonstrations
• 1:1 conversations • Negotiations required • Calls with international
staff, clients or partners • Forward back up content
for personal storage or reference
Company Snapshot
Our Mission
Become the nation’s leading provider of cloud-based unified communications and application solutions to small and medium sized businesses as well as small to mid-size communications providers
Our
Solutions
Hosted Unified Communications:
• Private Label Package
• End-user solution
• Innovative widget based portals
• Automated end-to-end provisioning
Cloud based applications (eFax, Call Recording, Storage) Carrier Solutions include Long Distance, Tandem Services and SS7 Connectivity
Our
Resources
≈ 135 employees
Operations in Springfield, Illinois, Frisco, Texas and Santa Clara, California
Nationwide Network with major switching centers in New York, Atlanta, Chicago, Dallas, Las Vegas, and Los Angeles
Established 1996, 18+ years experience as service provider to telephone companies, wireless service providers and carriers nationwide ~$123 million revenue Serve roughly 800 carriers and independent RLECs Transport billions of minutes on a private nationwide IP network
Hosted Unified Communications
Key Benefits
Increase
Productivity
Enable Mobility
Increase
Collaboration
Monetizing Hosted UC Parameters
•
Business Size
•
22 employees (average small business)
•
100 employees (midpoint between small and midsize
business)
•
Per Employee Compensation
•
$51,000 per year
•
$24.52 per hour
•
$0.408654 per minute
•
Per Employee Work Period
•
260 days per year
Monetizing Hosted UC Example
22 Employees
Assumption: Savings is 30
minutes
per employee per day:
•
Minutes saved / year =
30*260 or 7800
•
22 employees save
7800*22 or
171,600 minutes per year
•
2,860 Hours Saved
•
357.5 Business Days
Monetizing Hosted UC Example
100 Employees
Assumption: Savings is 30
minutes
per employee per day:
•
Minutes saved / year =
30*260 or 7800
•
100 employees save
7800*100 or
780,000 minutes per
year
•
13,000 Hours Saved
•
1,625 Business Days
Saved!!!
Monetizing Hosted UC Example
Assumption: Savings is 30 minutes per employee per day:
Monetary savings ($0.408654 per minute)
22 employees save $70,125 per year
100 employees save $318,750 per year
Increase Productivity
Hosted Unified Communications
With Integrated Messaging
•
Reach the right
people quickly
•
Contact using a
single number
•
Establish ad hoc
audio, web and
video conferences
•
Leverage mobile devices
0%
20%
40%
60%
5-15 Minutes / Event
16-30 Minutes / Event
Up to 60 Minutes / Event
Time Savings
Increase Mobility
Hosted Unified Communications
•
The lack of UC capabilities
for remote workers results
in a “productivity gap”
between mobile and onsite
workers with
a productivity loss
of 2.5 hours
per week per employee
Integrated Mobility • Mobile Client • Chat • Presence • Desktop Sharing • Call Handling • Audio/Web/Video Collaboration • Outlook Integration
Increase Collaboration
Hosted Unified Communications
Chadwick Martin Bailey
•
Over 75% percent of
organizations experienced
improved productivity of
employees across
geographically-dispersed
locations due to voice and
video conferencing
•
46% of organizations realized
travel savings of more than five
days per employee annually.
•
64% of organizations
experienced reduced travel
costs of over 10%.
Increase Collaboration
Hosted Unified Communications
Audio Conferencing
Web Meeting
Video Conferencing
Desktop Sharing
Mobile Client
Chat
Presence
Call Handling
Outlook Integration
Approximately 18% of projects are
delayed because of ineffective team
collaboration and an estimated 16% of
projects are delayed because a
decision maker could not be reached
54% of organizations saved up to 20
minutes
per employee daily by escalating IM
chats into phone calls.
50% of organizations saved up to 20
minutes
per employee daily by escalating IM
chats into Web conferences.
Key Benefits of UC Summary
• Presence:
• Know with a quick glance if someone is available, their time zone, in a meeting, on the phone or offline
• Instant Messaging:
• Immediate answers to quick questions, speeding decision making and reduces email volume
• Desktop Sharing:
• Easy collaboration and information sharing, from project status review, to document development to prospect sales presentations
• File Sharing:
• Speeds information sharing during meetings • Overcomes email file size constraints
• Video:
• Builds consensus and camaraderie of remote and geographically dispersed employees
