Strategies for Cultivating Collaboration

Strategies for Cultivating Collaboration

Sara Phillips Systems Engineer, Cisco Systems [email protected]

February 2014

© 2013 Cisco and/or its affiliates. All rights reserved. BSACOL-1005 Cisco Public

Agenda

Innovation

Trends Affecting Business Collaboration

Collaboration Use Cases

Executing on Business Innovation

Q&A

2

Innovation


Defining Business Innovation

Collaboration Technology is a vehicle for innovation

Human Collaboration is the engine for innovation

Diverse Open Culture is the fuel for innovation

Executive Sponsorship is the driver

Business Innovation Plan is the Map

4

Defining Innovation:

A change in the way you conduct business in order to increase value


What does Innovation mean to your Organization?

Innovation is the Recipe for Growth & Survivability

Innovation is doing our core business better

Innovating to obtain specific business outcomes

Innovating new business models to achieve competitive advantage

5

‟ If at first an idea is not absurd, then there is no hope for it” • Albert Einstein

‟Great ideas have something in common with bad ones: Early on, they both sound ridiculous”

• Mark Parker

• Nike CEO

Nike was voted the most innovative company in 2013 by “Fast Company” Magazine


Innovation Challenges

7

43%

46%

65%

72%

82% Resistance to change

No change management program

Inadequate sponsorship

Unrealistic expectations

Case for change not compelling

A survey of CEOs shows that 5 out of the top 10 business transformation showstoppers are the ‘people and organizational’ change management issues

“Collaboration Strategies” Survey of Vendors and End-Users on Collaboration “Critical Factors”


What are the Innovation Success Factors?

8

Diverse

Problem Solving Teams

Diverse

Idea Creation Teams

Human Collaboration Collaboration

Technology

Trust to Speak Out &

Challenge Status Quo

Business Innovation

Plan

Innovate & Share

Culture

Early Adopter

Community

Identified & Agreed to

Pain Points

Identified & Agreed to

Business Goals

Diverse Open Culture

Executive Sponsorships


Importance of Innovation


Innovation will Determine if Your Organization will be on the Rise or Sun Setting

If your Organization is to have a Tomorrow you need to Innovate Today

9

Trends Affecting Business Collaboration


Collaboration Technology Trends

MOBILE

SOCIAL

VISUAL

VIRTUAL

11


Collaboration Then and Now

12

People

Communities

Content

Security

Deployment

Context

Inside my organization

Hierarchy

Documents, text

Search

Inside the firewall

On premise

Dispersed, mobile

Self-organizing

Video, voice

Information finds you

Inclusive, policy based

Cloud, hybrid

THEN NOW


Waves of Business Collaboration Innovation

“Drive, run, or walk to your customers with technology, information, and personalized service.”

Tom Kelley, IDEO

Wave 2:

Relationship

Wave 1:

Cost

Wave 3:

Experience


Cost Efficiencies

Personal Devices

Replacing the PC

Virtual Meetings

& Events Cloud

Virtualization

Hybrid Hosted Private

Reduced Travel

Expenses

Reduced Servers & Space

Data Center Efficiencies

BYOD

Flexible Work Areas

Anywhere Collaboration


The Desire to Improve Relationships

Mobility

Video Collaboration

Edge

Increased Availability & Productivity

Being Responsive

Improved Customer

Service with Remote Experts

Face-to Face Video Meetings

Collaborate with External Organizations

Building Trust


Consumer Experiences Moving into Work Experiences

Click-to-Call

Speech

Enabled Speech View

& Visual VM

No Digits to Remember

Contact Dialing

Hands-Free Dialing, Message Retrieval

Voice Enabled Directories

Quicker Responses to Priority Messages


Trends Affecting Business Collaboration Summary


In Order to Innovate you must Collaborate

– Reduce Unnecessary Travel Expenses

– Enhance your Business Relationships

– Simplify the User Experience

17

Trending Collaboration Use Cases


Trending Business Collaboration Use Cases Inbound Call - Mobility & Messaging

Reduced

Delay in

Replying to

Important

Messages

Important Calls

Received

Anywhere

Time of Day

Call Routing

Schedule

Call Blocking &

Access Lists for

Remote

Destinations

Mobile

Resiliency

Single Voice

Mail Box

Across all

Numbers


Trending Business Collaboration Use Cases Outbound Call - Mobility

Office

Mobility

Service

Provider

Mobility

Session

Handoff

Calls Traverse

Enterprise

Wireless

Corp

Directory

Reduce

International

Roaming Charges


Trending Business Collaboration Use Cases Click-to Call

No Digits to

Remember

Desk Phone

Control

Soft Client

Mode

Contact

Calling Tablet

Desktop No URI to

Remember

Contact

Calling

Email

Signature

Click-to-Call


Nottingham University Hospitals

Challenge: Finding the right people when you need them

– Use a fixed phone for Doctor to get second opinion from physician

– Broadcasted emergency messages over sound system

Solution: Mobility

– Physicians can use anywhere anytime collaboration

– Wireless IP phones using directory based dialing

– Jabber video allows for face to face interaction

– Lowers chance of vital information going unheard

Business value: Shorter patient wait times and visibility into staffing needs

Redefines Nursing with Mobile Applications

22


Trending Business Collaboration Use Cases Conferencing – WebEx

Virtual Training

Virtual Event Virtual

Meetings

Recording

Archives

PSTN

IP


Kohn Pedersen Fox Associates

Challenge: Need for cost-effective real-time working sessions between geographically dispersed teams

Solution: Virtual Meeting Center with WebEx – Share files, applications, and desktop video

– Conduct highly effective project and client meetings that would otherwise require travel

– Training and knowledge transfer between different offices

– Virtual meeting tools like annotation, recording and whiteboard features

Business Value: Expedite projects through real-time communication from any end point

Architecture Firm interacts with remote teams & clients cost-effectively

24


Trending Business Collaboration Use Cases Telepresence

B2B FW

Traversal

Office Desk to

MCU Bridge

Remote

Worker-VPN

Remote

Expert

Board

Meetings

Executive

Meetings

Customer

Meetings

Global

Meetings


Dallas County

Challenge: Inefficiency of transporting prisoners, judges, and judiciary officials

Solution: TelePresence Video Conferencing

– Deployed 200 endpoints

– Movable TP units used for hearings, out-of-state testimonies, and plea agreements

– Enable remote hearings with children at Juvenile Center

– Eliminates the need for attorneys to travel to the jail and gives inmates more time to communicate with lawyer

Business Value: Streamlined judicial process and maximize resources while saving on transportation costs

Installs video endpoints to enhance public safety and create new efficiencies

26


Trending Business Collaboration Use Cases Remote Expert

High Touch

Customer

Experience

Complete

Business

Transactions

Pooled Expert

Resources

Customer

Kiosk


Nationwide

Challenge: Enhance access to experts without the need to hire more experts and minimize travel

Solution: Remote Expert

– Virtual face-to-face customer meetings using high-definition video

– Branch staff used IM to check consultant availability when a customer had a question

– Customer engaged with the advisor in real time to review documents and mortgage choices with the expert

Business Value: Increased customer satisfaction and customer retention without increasing travel or hiring costs

Remote Expert improves service while beating mortgage market competition

28


Trending Business Collaboration Use Cases Cisco Jabber Use Case Summary

29

Click to Chat

Click to Call

Click to Meet

Calendar

Share Documents

Messaging

Cisco Jabber

Intra-Domain

Inter-Domain

Collab Edge

IM/Presence

Internal

PSTN

Collab Edge

Business Voice

Internal

ISDN

Collab Edge

Business Video

Join WebEx

Instant WebEx

Instant Rendezvous

Virtual Meetings

Present

View

Share Documents

Voice Mail Access

Visual Voice Mail

Speech View

Messaging

Cisco Jabber

Use Cases Work Planner

Meeting Scheduler

Meeting Reminders

Calendar

Corp

Dir


Wake Forest University

Challenge: Enabling students, commuters, and faculty who are off-site, in study abroad opportunities, community service projects, or athletics to communicate

Solution: Jabber IM and Presence

– Students use Jabber to instant message faculty with questions and comments

– Presence helps students know when a professor is available for help

– Professors don’t need an office for physical office hours for a quick question

– Promotes collaborative teams amongst students

Business Value: Maximize student-faculty and student-student interaction by extending learning wherever faculty, students, and guest lecturers are located

Offers collaborative learning environment with IM and Presence

30


Trending Business Collaboration Use Cases Summary

Innovation and creativity is required for using technology in new ways

Changes in workflow must happen along with changes in technology

What Collaboration Use Cases can enhance the way you conduct business?

Create your specific use cases based on your business interaction architecture

31

Executing on Business Innovation


Collaboration & Business Innovation Methodology

33

Align Business Goals with

Architecture Attributes

Outline Business Interactions

Architecture

Improvement &

Innovation Analysis

1 2 3

Outline Collaboration Use

Cases with Business

Criteria

Continual Innovation

4 5


Align Business Goals With Architecture Attributes

Increase Efficiencies Reduce Costs

Toll Bypass

Virtual Meetings, Training & Events (Reduced Travel)

Innovate, Transform & Extend

Innovation Community

Click to Contact

Pervasive Video

Consolidate Call Processing

Mobility

Server Virtualization

Simplify Operations

Sunset Legacy Systems

Reduce Configuration Complexities

Identify Business

Goals

Review Architecture

Capabilities

A B C

1

Align Goals with

Architecture Attributes


Business Interactions Architecture: Analyze Business Interaction Scenarios

Business-to-Employee

Business-to-Customer

Business-to-Business

35

Analyze Business Interaction Channels

Identify Key Work Flows

Identify Key Work Groups

Identify Business Collaboration Needs

Identify Target Workflows & Entities

2A

Suppliers

(B2B)

Customers

(B2C)

Internal

(B2E)


Business Interactions Architecture: Outline Key Business Workflows

1 2 3 4

Work Flow

Decision Points

Business

Systems

Work Flow

Notifications

Communication

Methods

2

Desired Business

Outcomes

Work Flow

Descriptions


Improvement & Innovation Analysis

1 2 3 4

Increase

Efficiencies Pain Points Increase

Productivity

Enhance

Relationships

Improve

Communications Cost Reductions

3


Outline Collaboration Use Case Example: Main Line Call Flow

Self Service with

24/7 Live Call

Coverage

4A


Continual Innovation

Feedback & Surveys

Improvements &

Adjustments

Enterprise Community

Early Adopter

Community

5

New Business Need or

Problem to Solve

New Market Demands

39

40

VISION

STRATEGY

EXECUTION

“Powerful collaboration works when

teams agree about a vision of what

success looks like, get aligned around

the best strategies, and clearly

understand what actions are required ”

-The Collaboration Imperative


Summary

41

Innovation is the Recipe

for Growth or Survival

Collaboration can’t simply

be deployed, it must be

embraced

Link your Business

Architecture with your

Collaboration Architecture


Questions

42