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Survey of users enterprise communications needs Xavier Martin October, 2007.

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Presentation on theme: "Survey of users enterprise communications needs Xavier Martin October, 2007."— Presentation transcript:

1 Survey of users enterprise communications needs Xavier Martin October, 2007

2 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, Introduction

3 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Chasing productivity But, since 68% also believe mobile technologies interfere with personal time, user centricity is necessary to maintain motivation. How has the use of mobile technology impacted the following aspects of your work? Overall level of responsiveness Interaction with peers Interaction with customers Interaction with direct managers Collaboration with other departments Overall job satisfaction Positive impactNegative impactNo impactDont know Source: Economist Intelligence Unit Survey, December 2006

4 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Implementing a communications strategy: 1. Know Your Users I want to be productive, but protect my personal time. Why Broadband at home and not at work? Wireless from everywhere! I want to access my business applications from my mobile. I want only one number! Understanding the needs of the new business generation I need to be equipped with a 3G/Wifi Smartphone! EMPLOYEE CONSUMER CITIZEN CUSTOMER ?

5 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, The Alcatel-Lucent Survey : New communication uses in the Enterprise

6 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Methodology 1/ Qualitative survey: focus groups Objectives : key trends + define 20 to 30 key uses 9 users groups (3 per segment SMB/MID/LARGE, 6-8 users per group) 27 face-to-face interviews with Decision Makers 5 European countries : France, Germany, Spain, Sweden, UK Using a laptop and a mobile phone at least one hour per day professionally Mobile 25% to 90% of their working time 2/ Quantitative survey: on-line survey Objective: determine interest level per segment, area, industry, profile respondents (completed questionnaires) 4 areas, 9 countries – APAC: Australia, China, Singapore – North Europe: Germany, Sweden, UK – South Europe: France, Spain – North America: US Owning a fixed and a mobile professional phone

7 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Repartition of respondents Healthcare 9% Industry 13% Bank-Insurance 5% Other field 27% Public sector 12% IT-Telecoms 15% Retail 4% Services 15% % % % SMB 997 LARGE 1002 MID % 34,1% 32,9% Per company size Other department 22% Sales-Marketing 12% Technical department 27% General Management 18% Finance – Accounting 7% Human Resources 5% Logistics 3% Production 6% NA 904 APAC 626 EUNO 903 EUSO ,8% 29,8% 20,6% Per geo

8 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, Summary

9 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Introduction 23 situations Spontaneous. Directed. What Matters ? Role ? Industry ? Geo ? Company size ?

10 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Top 5 wishes 1 Access my office working environment from home. 53,6% Directed Interest 1 st use in balanced interest for all regions except for Southern Europe 2 nd and even 8 th in spontaneous interest due to the importance of private/professional balance. Healthcare and Public Sector only 2 nd, people are likely to work from their professional premises Only 5 th for people from Logistics and 2 nd for people from Production due to the required presence of their job at the office

11 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Top 5 wishes 1 Access my office working environment from home. 2 Click-to-Call on Address 2 functions are even more interested in this use: HR & Logistics. The example of HR is quite clear. A recruitment agent has several hundred of s with enclosed CVs to open each day and several hundred of calls to candidates and for them it is very time-saving to be able to call the candidate by clicking directly on his address.

12 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Top 5 wishes 1 Access my office working environment from home. 3 2 Click-to-Call on Address Fixed to Mobile Hand- over when leaving the office Directed interest greater than spontaneous interest For one vertical industry this use is the 1 st one: Healthcare. In Healthcare it is very difficult for people to make a call without interruption, they can always be interrupted because of emergency and they are always on. 2 other vertical industries, Bank / Insurance and Retail have also an greater interest than the average.

13 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Top 5 wishes 1 Access my office working environment from home. 4 2 Click-to-Call on Address Information on presence & preferred communications mean 3 Fixed to Mobile Hand-over when leaving the office Industry, IT-Telecoms, Retail and Services : Inmmediate relationship with customers Need to be very responsive HR, Sales, Technical + General Management : High communication requirements within the company Fast & effective customer service

14 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Top 5 wishes 1 Access my office working environment from home. 52 Click-to-Call on Address A single phone for fixed and mobile numbers 3 Fixed to Mobile Hand-over when leaving the office Information on presence & preferred communications mean 4 Highest interest in Europe OnSite Mobile roles or needing to be very responsive(Production or Logistics) 2 vertical industries first : Bank / Insurance and Public Sector.

15 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Final Standings (6 to 15) 1 Access my office working environment from home. 52 Click-to-Call on Address A single phone for fixed and mobile numbers 3 Fixed to Mobile Hand-over when leaving the office Information on presence & preferred communications mean 4 6 – User Friendly PC Softphone instead of the phoneset 7 – Define a group of people I can phone to without any charge 8 – Call a company free of charge from uts website 9 – A number which is automatically redirected to my mobile 10 – Access the corporate directory from my mobile 11 – Block professional calls on my mobile during pre-defined time ranges 12 – Retrieve (from corporate databases) name of the caller on my mobile 13 – Using the headset of my mobile phone with my fixed phone 14 – Reception of professional s on my mobile phone (push-mail) 15 – Reception of translated voice mails into text in my mailbox

16 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Overall Learnings A real enthusiams for new uses in professional communications 5 on 20 uses have a rate of « spontaneous » interest for more than 75% of users 14 on 20 uses have a rate of « spontaneous » interest for more than 65% of users 19 on 20 uses have a rate of « spontaneous » interest for more than 60% of users Concepts linked with the most requested uses For usersFor decision makers MobilityContinuity Better service to customersCost control Time-savingBetter service to customers Simplification Differences of uses perception First criteria: profile –function- in the enterprise The Logistics Department is the most interested in spontaneous interest (average rate 72,5%) The Production Department is the less interested (60,4%) Second criteria: vertical industry IT / Telecoms has the highest spontaneous interest rate 72,3% Healthcare the lowest rate 66,1% Third criteria: area APAC has the highest spontaneous interest rate 71,9%, followed by Europe & South 70,5% North America has really a lowest spontaneous interest rate 58,5% far away from Europe & North with 64% Last and minor criteria: segment (company size)

17 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Survey Results Content Introduction 1 page Methodology 1 page Executive Summary 3 pages Analysis per use 41 pages Annexes 50 pages Profile of respondents For each use: ranking, percentages per segment, area, vertical industry, profile For each segment, area, vertical industry, profile: ranking of all uses

18 USER PROFILE OFFER Mid and Large Enterprise Philippe Diez, Head of Large Enterprise Solutions October 2007

19 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Objectives of the User Profile Offer Help IT / Telecom Manager provide the right communication applications to the right employee Enable IT / Telecom Manager to answer end user requests while avoiding «explosion » of new technologies in the enterprise Profiling to Streamline Think « budget » in terms of Value per User

20 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, User Profiles

21 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Building up your profile YOUR PROFILE Mobile Professional Executive Onsite Roamer Team Worker Office Worker Usage Intensity Low Essential Basic Services Medium Premium Basic + Additional Services High Privilege Premium+Additional Services 1. Communication Services – Presence,Routing,Call log,Multi line, Call by name,Directory access,etc. 2. Mobility – On site, off site, free seating etc. 3. Team Working – IM, audio,data sharing, video etc. 4. Device – IP, Digital, Mobile, PDA phone etc. 5. Messaging – Voice, ,Unified etc.

22 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Two New Dect/PWT New User Profile Enablers – New DECT/PWT & WLAN phones A Single User Experience Two New WLAN Consistency of Services Alarms, Notifications, Call by Name, Boss/Assistant….

23 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 The 1 st SIP Dual mode phone - GSM –off-site/ WiFi – on-site Private & business modes Nokia E series Business Telephony on the move - second call (enquiry) with back & forth, transfer, call attendant, call back, call recording, message deposit, 3 party conference, voice mail, call forward, reverse call, DND, … New User Profile Enablers – SIP Dual Mode Phone Partnership with Nokia Nokia Intellisync Call Connect For Alcatel-lucent IP Pbx

24 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 New User Profile Enablers - My Instant Communicator Non intrusive single front end client to manage all interactions

25 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 New User Profile Enablers - My Instant Communicator Real time Communication Manager Services included : Telephony services Messaging services Routing services Collaboration services – IM, P2P Video Rich Presence– Telephony and IM Media Blending Optional – Multi party, multi media collaboration, VxML, Text to Speech,Encryption, Redundancy, Multi site etc.

26 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Office Worker 90% 10% 0% + VM Essential + VM Premium Privilege Instant Communicator VM OR Unified Messaging Call by Name +Boss/Assist + MLA Call by Name + Boss/Assist + MLA Examples : Administration,Accounts, Legal, Sales Operations, Purchasing etc. Time at Desk Team working Time away from Office Time away from Desk

27 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Team Worker 70% 30% 0% Essential Premium Privilege + VM Instant Communicator Call by Name + Boss/assist + MLA Call by Name + Boss/assist + MLA Examples : Project managers,Research team, Marketing,Design engineers,etc. Time at Desk Team working Time away from Office Time away from Desk VM OR Unified Messaging Collaboration With Video Collaboration

28 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Mobile Professional 40% 0%60% + VM Essential Premium Dual Mode My Instant Communicator VM OR Unified Messaging Call by Name + Boss/Assist + MLA Call by Name + Boss/Assist + MLA + VM * Mobile Professional essential is also available without any wired phone option Examples : Sales, Channel Sales, Customer support etc. Time at Desk Team working Time away from Office Time away from Desk Privilege

29 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 On Site Roamer 20-50% 50-80% 0% + VM Call By name OR Essentia l OR Premium Privilege OR My Instant Communicator VM OR Unified Messaging Call by Name + Boss/Assist + MLA My Instant Communicator Call by name + VM Examples : IT support,Maintenance,Nurse, Doctors, Security staff, etc. Time at Desk Team working Time away from Office Time away from Desk

30 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Executive 40% 30% Privilege Instant Communicator- Universal Directory Access, IM, Presence, Routing VM OR Unified Messaging Call by Name + Boss/Assist + MLA My Teamwork with Video Examples : C Level, Senior Managers,Etc. Time at Desk Team working Time away from Office Time away from Desk

31 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Services Transformation Solutions User Profiles in the Finance Industry Some Examples in Finance Branch Director Personal Banking Manager Branch Group Manager Credit Analyst Secretary Treasurer Market Director Bank Auditor Transaction Officer Research Analyst Commercial Controller …/… Executive Mobile Professional Onsite Roamer Office Worker Team Worker Options Peer 2 Peer Video Free seating Encryption Voice Recording Some Examples in Finance Options Executive Mobile Professional Team Worker Office Workers On site Roamers

32 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 Services Transformation Solutions User Profiles in the Health Care Industry Healthcare User Profiles Options Executive On-site Roamer Office Worker Team Worker Nurse Nurse call Integration Hospital Physician/Director Location based services Other Physicians Medico-Technical Administration Technical Staff Patient Telephony Integration with Patient Terminal Options Healthcare User Profiles Executive On-site Roamer Office Worker Team Worker

33 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007 A Budgetary Quote for Our Business Partners to help implement the Approach

34 All Rights Reserved © Alcatel-Lucent | Online seminar Alesug: October 9, 2007


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