Collaboration an outlook for 2008 and beyond
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Collaboration: an outlook for 2008 and beyond. Bell Canada- CANNUA Fall, 2008. Agenda. For Discussion Today Hour 1:Overview Presentation. Connect, collaborate, compete are the watchwords of today. Collaboration. Today’s business environment is rapidly changing

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Collaboration an outlook for 2008 and beyond

Collaboration: an outlook for 2008 and beyond

Bell Canada- CANNUA

Fall, 2008


Agenda

Agenda

For Discussion Today

Hour 1:Overview Presentation

Connect, collaborate, compete are the watchwords of today


Collaboration

Collaboration

Today’s business environment is rapidly changing

Increasingly distributed mobile workforce

Globalization

Changing demographics of today’s workforce

Employee democratization, empowerment and work-life balance

Greater need for real-time communications between employees, customers and partners

Connect, collaborate, compete are the watchwords of today


Collaboration an outlook for 2008 and beyond

1

With employees to share knowledge and streamline

workflow processes

With business and supply chain partners to

2

accelerate innovation and reduce time

-

to

-

market

3

With clients to build loyalty through higher quality,

more consistent interactions

Collaboration defined

Collaboration is about the way people interact and work to achieve results.

Collaboration takes place….

….in real-time through direct interaction (discussions, virtual meetings, etc.)

….asynchronously through information and document sharing

and makes virtual teams a reality


How collaboration helps businesses

How Collaboration helps businesses

Business Challenge

Improved service - Rapid response to customers

Efficiency - Faster innovation and development

Distributed work force - Globalization and multiple locations

Mobile workforce - Significant amount of activity outside the office

Evolving workforce - tech savvy generation that expects instant interaction

Reduce travel – cost and time impacts

  • Solution/Benefits

  • Personalized interaction through user centered portal design and multi-channel integration

  • Sharing of design information and corporate data in real-time

  • Linking the work force through integrated applications and greater availability of information or documents

  • Wireless and presence-enabled conferencing to enable effective communication to field officers

  • Real-time interaction and access to information appeals to millennial generation

  • Reduces travel costs and increases social responsibility (greenhouse gas reduction)

As a leading expert in the convergence of voice and data, addressing these

needs is a natural evolution for Bell


Bell collaboration maturity model technology aspects

Bell Collaboration Maturity Model- Technology Aspects

Creating a highly effective ecosystem is a journey requiring a roadmap that defines where an organization is today and the path it needs to take to build.

The Bell Collaboration roadmap model is based on our own experience and primary research with our customers.

Multi-enterprise Supply Chain Integration, Business Process Transformation, Identity and Access Management

Process-centric

UC, Directory Management, Profiles Management, Enterprise Search, Wiki, Secure content Service

or

IM, Presence, Calendaring, Audio/Video/Web Conferencing, Team Groupware, Document Management

Social Computing, Anytime/ Anywhere Connectivity, Individualized Delivery of Services, User-created Content and Applications …and ?

User-centric

Level 2 – Enterprise level

collaboration

eMail (wireline / wireless),

voice services (wireline/wireless)

Level 1 – Workgroup level collaboration

Level 3 – Contextual

collaboration

Level 0 - Elemental


Collaboration stages

Collaboration stages

4 key collaboration levels:

0.Elemental- email (wireline / wireless), voice services (wireline/wireless)

1.Workgroup level– instant messaging, presence, calendaring, audio/video/web conferencing, team groupware, document management

2.Enterprise level – unified communications, directory management, profiles management, enterprise search, knowledge management, wiki, secure content service

3.Contextual:

Process-centric - multi-enterprise supply chain integration, business process transformation, identity and access management

OR

User-centric - social computing, anytime/ anywhere connectivity, individualized delivery of services, user-created content and applications

Most organizations are between 0 and 1


Collaboration an outlook for 2008 and beyond

Exchange of information & ideas is facilitated and encouraged across the whole organization, with a broader scope than for specific projects or tasks.

Global awareness and utilisation of competencies, knowledge and content throughout the organization.

Trust in content based on corporate taxonomy, author’s or authoring team’s role in the organization.

Contact network widens, new contacts established though the roles in the organization.

Structured & more result-oriented exchange of information, ideas & documents, partly one to one, partly with a community.

Local awareness of competencies, knowledge and content (team / business unit).

Trust in content based on a mix of personal trust in author/sender and his role in the workgroup (team / business unit).

Some contacts created through belonging to a team / business unit.

Ad hoc exchange of information, ideas & documents, mostly one to one.

Minimal awareness of competencies, knowledge and content creation in the organization.

Trust in content based on trust in author or sender.

Contacts created through personal initiative.

Bell Collaboration Maturity Model- Cultural Aspects

Exchange of information and documents embedded in work processes and result-oriented; goes across the enterprise boundaries allowing for a rethinking of linear delivery processes.

Process-centric awareness of competencies and resources (not more, not less).

Trust in content based on integration in process steps and roles.

Contacts created through process definition and roles.

Process-centric

or

Exchange of information, ideas and documents as part of communities of interest is a way of life.

Awareness and utilisation of competencies, knowledge and content through social networks (within and across the organization boundaries).

Trust in content develops through social networks (recommendation, rating).

User is at the center of his contact network which grows through dynamic meshing.

User-centric

Level 0 - Elemental

Level 2 – Enterprise level

collaboration

Level 1 – Workgroup level collaboration

Level 3 – Contextual

collaboration


Collaboration at bell

Collaboration at Bell

Bell is an extensive user of of collaboration tools to improve our own operations and to foster an interactive culture.

We have deployed and/or developed:

  • Enterprise messaging and active directory (MS Exchange / OCS)

  • Teleworker VPN (remote access client)

  • Audio/video/web conferencing (Bell conferencing solutions)

  • Wireless solutions (cellular, Blackberry, WLAN integration)

  • Portal design and optimization (www.bell.ca, Bellnet)

  • Team workspaces (SharePoint - k-Store)

  • Collaborative workshops and best practices (ExCITE!TM, Co-Lab, Delta, Work-OutTM)

  • Web-based ideation and voting tool (ID-ah!)

  • Knowledge management (APKL, MKC, infoSource)

  • Federated presence (IM chat with Microsoft, Aliant, Xwave, CGI)


Bell s collaboration and uc infrastructure journey

Bell’s Collaboration and UC Infrastructure Journey

By YE 2007:

- 59% account growth

- Cut expense 62% to under $8/user/mth

38% growth in support calls

13 X mailbox storage increase

SPAM leakage reduced to < 5%

Highlights

All at a time when email growth increased by factor of 42%

Metrics


Bell collaboration practice

Bell Collaboration practice

Bell has a dedicated Collaboration practice:

A team of converged communications integrators

Industry specific expertise with technology tools

Solution lifecycle approach

Consulting

Integration

Project management

Operations and management

Our practitioners utilize their skills and the collaboration roadmap to understand the need and create the right roadmap for a customer


Bell collaboration partnerships

Bell Collaboration partnerships

We have partnerships with industry leaders:

Nortel – Innovation Centres, BMIC

Microsoft

Bell Microsoft Innovation Centre (BMIC)

Participation in Microsoft's unified communications launch

Microsoft Gold certified partner

IBM

Microsoft/Nortel ICA

Cisco

Masters specialization in Unified Communications (first in Canada)

Network certification to deliver TelePresence (first in Canada)

Avaya


Professional services for collaboration

Professional Services for Collaboration

Bell offers consulting, integration, and implementation services to help create a truly collaborative environment for enterprise customers, employees and business partners

Assessments

Messaging Health Check

Active Directory Health Check

Productivity Check Assessment

Strategy Consulting

Discovery Engagement Workshop

ROI Analysis

Unified Communications Roadmap

Archiving / Information Lifecycle Management Roadmap

Change Management *

Piloting / Trials / Proof of Concept

Unified Communications PoC

Unified Communications Pilot / Trial

IT Consulting

Architecture, design and implementation professional services

Integration services


Collaboration offerings

Collaboration offerings

Converged Office

Integrates business-grade telephony with the desktop

Virtual Meeting

Integrates existing systems to create multimedia sessions that include Web/Audio/Video conferencing

Document Management

Asynchronous document management stores

TelePresence

Combines rich audio, high-definition video and

Interactive elements


The road to collaboration

The Road to Collaboration

What do businesses need to do?

Look beyond the technology and understand the business challenge

Know the users current needs and what they what to achieve

Understand how to leverage their ICT infrastructure to optimize business processes

Accelerate the convergence of voice, video and data communications into a common environment

Involve key users, early adopters and partners to ensure success

Foster change by empowering users, simplifying adoption and delivering value


Collaboration and unified communications

Collaboration and Unified Communications

So, how do you start?

Bell Restricted


Getting started strategy roadmap

Getting Started: Strategy Roadmap

A post-secondary institution needed to decide on a future email, contact and calendar platform that would support future collaborative technologies

3,500 staff and faculty

30,000 students

Bell was engaged to gather technical details and feedback related to existing platform and future requirements in order to recommend future platform and migration plan

Online student, faculty and staff surveys

Facilitated group forum sessions for students, staff and faculty

Interviews with existing infrastructure and support personnel

One-on-one executive interviews

Compared features and costs with emphasis on material differences

Recommended future platform and transition approach

Next Steps

Bell to assist as required with transition


Getting started uc conceptual architecture

Getting Started: UC Conceptual Architecture

A quick service company wanted to understand how best to use its existing Nortel CS1000 pbx including Call Pilot and new Microsoft software (Exchange and OCS) at its new head office

Bell was engaged to document requirements, describe pros/cons of various options and make recommendations

User profiling and requirements

Summary of pbx-based and software based alternatives

Voice mail

Email

Instant messaging

Hard/soft phones

Call control

Conferencing (audio, video, web)

Recommendation of conceptual architecture

Costs and timelines for pilot

Next Steps

Pilot based on recommendations; implementation at new head office; expanding functionality into contact centres and kitchen facilities


Getting started proof of concept

Getting Started: Proof of Concept

A government department wanted to test the integrated UC functionality of Microsoft LCS versus Microsoft OCS in their environment

Bell was engaged to coordinate the installation and configuration of LCS and a pbx and OCS including

Design

Implementation

Configuration

Testing of call control scenarios

Next steps:

Based on results from “lab” proof of concept, customer now plans to move ahead with a pilot user deployment


Getting started user pilot

Getting Started: User Pilot

An insurance company wanted to pilot the UC capabilities of Microsoft OCS and the Nortel CS1000

Bell was engaged to coordinate work with Microsoft and Nortel and to provide integration expertise

Next Steps

Based on user feedback assist in developing business case for widespread deployment

Detailed design for multi-site, international deployment

Implementation and configuration assistance

On going management (currently Bell manages their pbx environment, could expand to include other UC elements)


Collaboration and uc

Collaboration and UC

How do you start?

Requirements gathering session

or

Develop a Collaboration/UC Roadmap

or

Conduct a Lab-based proof of concept

or

Pilot specific technologies

The Bell Collaboration Practice can help you get started.


Thank you

Thank you


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