The UCStrategies Experts share their expertise in bylined articles, opinion pieces, blogs, and podcasts, to define unified communications, educate you about unified communications technologies, and help you make informed decisions about unified communications solutions.
UCStrategies.com defines unified communications as “Communications integrated to optimize business processes.” The definition of unified communications narrows significantly when you can read and hear about real-world examples that other companies are implementing right now—and apply them to your situation.
This section offers learning tools to help you plan your unified communications implementation.
This section provides a practical, vendor-independent service to any Enterprise that is seeking the benefits of Unified Communications. How do you pull everything together to implement unified communications? Use the tools in this sequence to define unified communications for your business.
The Unified Communications industry changes daily. We keep track of it for you.
UCStrategies is an industry resource for unified communications enterprises, communications vendors, system integrators, and anyone interested in the growing unified communications arena.
A supplier of objective information on unified communications, UCStrategies is supported by an alliance of leading communication industry advisors, analysts, and consultants who have worked in the various segments of unified communications since its inception.
Vishakha Radia discusses Cisco’s Customer Business Transformation Team, which is part of Cisco’s Collaboration Technology Group and how they help customers drive business relevance. She discusses two examples of how CBT works with customers to drive transformation. Radia is Managing Director of the CBT.
Blair Pleasant: Hi, I'm at the Cisco Collaboration Summit; with me is Vishakha Radia. Vishakha, tell us about the Customer Business Transformation Group and what it is that you do?
Vishaka Radia: Hi, Blair. Thanks for having me. The Customer Business Transformation Team, CBT, is part of Cisco's Collaboration Technology Group that as you know, has combined both the previous WebEx, Unified Communications, and IPT UC Group, as well as the former Tandberg and video organization. All of these have come together now into the Collaboration Technology Group.
What CBT does is work with our customers directly on our new innovations and drives business relevance by driving those business pilots, working with IT, and obviously our field, but really looking at a customer's business process and looking at how we can improve it using Cisco's Collaboration Technology. We then go on to quantify and identify the business value. It's the business value that really shifts a customer into thinking through what the benefit is to their business so that they end up buying the technology in order to address that business need.
Let's take a look at two examples. One is going to be more of a horizontal example and one is going to be a more vertical example. CBT has vertical expertise across retail, healthcare, financial services, manufacturing, et cetera, to really help our customers and partners drive this kind of transformation.
First example; now this is of course using Cisco Jabber. Think of a situation where a customer essentially has a sales force that needs to get approval on their deals. In this particular case, there was a customer that we worked with that needed to have their sales force – needed to have up to three approvers to approve a deal. It would take three-to-five days for this deal to be approved. There was about, per sales manager, 15 deals that needed approval. As you can imagine, the end customer was not very happy with these response times.
What did Cisco do? Cisco used Jabber. This enabled the partner sales manager to view the approver's presence status in real time. Now, the sales manager via instant messaging and if necessary, escalating to a voice call, could accelerate the approval process.
What was the result of that? Remember that three-to-five days for the deal approval request? Now we are down to one-and-a-half days. Sales managers now have 60 hours to be more efficient and productive a month. And most importantly, the time-to-approval meets and exceeds the customers' expectations.
Let's look at another example now; this time in the retail area. In this particular case, the corporation would really use video conferencing on a single collaboration platform. What was really cool about this is they extended video from corporate down immediately to the retail stores through their mobile devices.
What did this mean? Now, corporate has the ability to look at virtual store tours, look at visualization of displays, and look at visual collaboration or of any successes or concerns. The ability to interact directly with that retail professional on the floor and to drive those point-of-sale displays so they could really achieve their objectives was key.
This isn't just about the travel savings. Of course, that happened. This is about improving consistency of store layouts and displays and driving a sales improvement of 10 percent, which is what we measured.
It's also increasing the success of store promotions, increasing sales by one percent. These are the kinds of things that Cisco Jabber is enabling, things we could have only before previously only imagined.
Blair: Thanks so much, Vishaka. We really appreciate it.
All Content Copyright © 2013 UCStrategies.com. All rights reserved.
Communications Integrated to Optimize Business Processes.
UC integrates real-time and non-real time communications with business processes and requirements.
Uses presence capabilities for coordination, and presents a consistent unified user interface and experience across multiple devices and media types.
Learn more at What is Unified Communications all about?