IAMP Visionaries

Déjà vu All Over Again?: 

Déjà vu All Over Again? A Look at the Future of Messaging Marty Parker Communication Perspectives marty@parkerbiz.com © Communication Perspectives 2005

Let’s talk about Then and Now: 

Let’s talk about Then and Now How we deliver value, and to whom Our valued callers Our valuable employees Change dynamics In Business Operations In Technology Enablers How can you take advantage of this?

Delivering Value to Callers: 

Delivering Value to Callers Voice mail roots are in Call Answering Provided easy, “hard dollar” justification Everybody needed it The original 24-7 application Extended in many directions Call Routing Information Mailboxes Applications, including “IVR”

Serving Callers: Then and Now: 

Serving Callers: Then and Now Most people called Responses in hours Auto-Attendants gave self-service Workers in offices Systems were local Most people write Reponses in ???? Self-service shifting to the web first Workers anywhere Systems centralized Then Now Look at Contact Centers for examples of Caller Value Metrics.

Delivering Value to Users: 

Delivering Value to Users Messaging helps get the job(s) done! Power of non-simultaneous communication Power of one-to many communication E-mail is overwhelming VM (and phones?) Measured in business outcomes, sometimes Many enhancements over the years Networking, but only inside the enterprise Desktop visibility, but still voice mobility Numerous user features, within TUI limits

Serving Users: Then and Now: 

Serving Users: Then and Now Powerful TUI Urgent Messages “0” Out for help Message queues Visual Interfaces Outcalls, Paging Voice Applications Speed, Simplicity Caller ID Messages “Find Me”, or “bye” Folders Single in-box Notifications and Wireless devices Portals and Business Process Integration Then Now

User Value Equation: 

User Value Equation 1000 user, 40 port system: Cost of Ownership: ~$ 40,000/yr Payroll Time on Ports: ~$ 378,000/yr Approx. Payroll Value: ~$ 35,000,000/yr Transaction Value: ~$300,000,000/yr So, focus on the results, not the cost! Can you automate, facilitate, accelerate? Set ROI-driven spending goals E.g. deliver 50% ROI on $100/user/year And, back it all up with Metrics – prove it!

Change Dynamics - 1: 

Change Dynamics - 1 Mobility is here! Cell phones are the dominant end point Cell phones and wireless data are merging Desktops anywhere – IP or Cellular Technology arrives from the “outside” Most cell phones are user-selected, owned IM and Internet Portals set expectations SMS-type messaging is “always on” Skype is transforming VoIP What if nobody “called”?

Change Dynamics - 2: 

Change Dynamics - 2 Everything is a Transaction Portals, Contact Centers, Enterprise Apps bring process automation everywhere And the transactions have metrics: Most companies now operating with SLAs! Enterprises have gone Virtual Supply chain optimization – globally Layered employee structures Process Owners, employees, contractors, bidders Presence will be used by Applications to find qualified resources without calling or polling

Change Dynamics – 3: 

Change Dynamics – 3 Server Consolidation is compelling Network Integration for cost and control Admin/AAA, Monitoring and Reporting Minimize deployment complexity Encourages waiting for existing suppliers Regulatory requirements are mandatory Security, the “gift of the Internet” Industry Hardware and OS platforms Cell/Wireless, PCs/Servers, IP phones Business Continuity planning

Options for Your Advantage: 

Options for Your Advantage Own the Users! Messaging is already a logged-in experience. Pay very close attention to the Jobs! How does this help leverage the payroll? How does this help transaction efficiency? Invest specifically, not generally Target high-leverage solutions Use Layering on existing investments Speech solutions; notification/mobility options Use Workgroup transformative solutions Desktop and Mobile portals; LCS-based apps.

Options for Your Advantage: 

Options for Your Advantage Own the Devices! Take ownership for the Cell Phones Extend to or befriend the Blackberry community Focus on the Microsoft OS-based mobile devices Begin with Messaging Requirements Notifications, headers, messages, find-me options Extend to Transactions and Applications Presence-based applications Voice, Wireless or Multi-modal Portals Stay focused on Jobs and Transactions

Options for Your Advantage: 

Options for Your Advantage Own the Callers! Certainly look to update the callers’ experiences Consider integration with Web Portals Consider integration with Contact Centers Shift to “relationship-based” services Consider options that leverage devices SMS confirmations of call receipt Scheduled callback notifications Presence-based options to optimize results “Escape to Expert” or “Transfer to Team” solutions

Why Is All This Important?: 

Why Is All This Important? We can’t live in the narrow definition of “Messaging” anymore. The changes are far too broad ranging New approaches are overwhelmingly attractive We need to contribute to our companies’ decisions for survival, change or growth And speak in our Executives’ language Action will create great opportunities While passivity is a dead-end direction

Summary: 

Summary Change is here! We’ve managed change before. It’s still based on creating value! Focusing on business results pays off! Analysis and Innovation are keys. You can be in leadership positions. Thank you and All the Best!