How To Improve Your Business With A Cloud Based Communication System (Cebb)

(1)

Developing Innovative Offers that

Extend the Benefits of Unified

Communications

Jyotsna Ramachandran, Hospitality Solutions Micaela Giuhat, Education Solutions

(2)

#BC14 BROADSOFT CONNECTIONS 2014 PAGE 2 Basic Telephony Enhanced Features Unified communication • IM&P • Video • Sharing CEBP

Communication Evolution

(3)

#BC14 BROADSOFT CONNECTIONS 2014 PAGE 3

Communications Enabled Business Processes

Definition

The goal of a communication-enabled business process is to optimize business process by reducing the human latency that

exists within a process flow.

• Increase Productivity • Improve Accuracy • Decrease Latency • Lower Cost

(4)

Implementation Stages in Communications

Enabled Business Processes: 2008

(5)

Categories of Business Applications

Accounting CRM ERP HRM Manufacturing Marketing Warehouse Desktop/IT Management

(6)

Desire for Integration with Business Apps

(7)

CEBP Demands in the SMB and Mid-Market

Integration with multiple applications

(8)

Cloud Leaders : Top 5 Business Processes

Enterprise SW

According to 2014 Price Waterhouse Coopers (PWC) annual list of the Global 100 software leader

2012 % SaaS Rank

Company SaaS Revenues (US$M) Application Type 1 Salesforce.com 2,766.00 CRM 2 Microsoft 1,463.00 Desktop 3 SAP 1,117.00 CRM

4 IBM 742.00 ERP, other

(9)

Ovum on CEBP: Driving Agility

February 2014

• Many CEBP development platforms are highly

proprietary and do not provide all the necessary tools and interfaces to ease the complexity of communications and business process integration.

• Customization work done by system integrators (SIs) to enable the integration of communications services with specific business processes adds to the total cost of ownership (TCO) of unified communications and

collaboration (UCC) solutions and, for this reason, is not a sustainable approach in the long run.

• CEBP development should not be approached as a one-off project. Instead, organizations should develop a

strategy and roadmap, and prioritize business processes for communications enablement based on their business value.

(10)

Implementation Stages in Communications

Enabled Business Processes: 2014

Collaboration &

Desktop

Productivity

Vertical Specific

(11)

(12)

Desktop Application Integration : Microsoft Outlook

Integration with the market leader

In UC-One for Windows you can:

 Search contacts in the Local Outlook Address Book

 Have the UC-One presence status to reflect the local Outlook calendar for Busy – In a meeting presence

From MS Outlook UI you can [requires

additional software: Outlook Add-in for UC-One]:

 Presence “jellybeans” next to sender / recipients in the email

 Outlook contact right-click menu actions (will invoke UC-One to complete):

– Chat

– Call

– Call from phone

– Video call

(13)

Desktop Application Integration : Google Apps

Embedded dialer for Google Chrome

• Free app – customizable, Brandable

Extends the UC-One Business Services to Google Chrome user

• Contacts search, history, notifications, controls

BroadSoft Xtended Open Source Initiative

• reference implementation - on Google Store

• source code on GitHub

(14)

(15)

• Basic CRM integration for any Business • Improves responsiveness • Simple tools • Click to call • Screen Pops

CRM Integration : Salesforce.com

Horizontal Integration

(16)

CRM Coverage

CRM coverage for most businesses

• Breath of Coverage – Major CRMs

• More than 60% of the market

• Salesforce.com and Microsoft represent ~25% of the market

• CRM Market growing at 13% CAGR with 40% being cloud

(17)

• Call Audio And Video Recording

• Analytics capture and reporting

• Improving the Call Center

• Facial Coding

• Voice Emotion Analysis

• CTI and CRM Apps

Moving the needle on Call Center effectiveness with CEBP * • Improve Cost per call by 22% • Improve 1st_{call resolution 5%-13%}

• CSAT impact +5.2%

• Impact on Agent “Top Box” +9.2

Call Center

Improve Call Center Operations through Analytics

*Benchmark Portal/Cisco ‘12 Study

(18)

(19)

• BroadWorks & Property Management

• Connects to leading PMS

• Table Stakes Capability

• Check In

• Check Out

• Maid Service

Hospitality Market Opportunity • 13.4M Hotel rooms

• 5.6M in the US • 4M in the Europe • 430K Individual Hotels

• 80% of premise solutions EOL • Focus on OPEX not CAPEX

Hospitality Property Management Systems (PMS)

Vertical integration

(20)

• Integrated with hosted PBX app

• Log calls

• Add Notes

• Improve Billings

• Integrate with project management

• Mobile Solution

E.g. United Kingdom Legal Market • 150K Solicitors

• 4% Growth Rate

• 85% in practices of 4 or fewer partners • 1.5 to 2.2 ratio of assistants to solicitors

Legal Practice Management

Vertical Application Integration

Answer Decline To Vmail Call Record Start/Stop Pause/Resume

(21)

How about Federation?

UC Federation with NextPlane

• Enabling inter platform “UC” communication

• Messaging

• Presence

(22)

(23)

BroadSoft Coverage

Desktop

Collaboartion

Productivity

Vertical Specific

 IM&P

 Video and Voice Conferemecing  Email  Calendar  Property Mangement  Legal Practice Managemnet  LMS  Other  CRM  Call Center  Workforce Management  ERP