Unified Communication & Collaboration En teknologihype eller en mulighet Ivar Sorknes Telenor Business Norway Telefon: +4790941599 E-post: ivar.sorknes@telenor.com
Hva er Unified Communication, og hva kan det gi meg! Den nye arbeidsformen Den digitale arbeidsflyten Beskrivelse av Unified Communication Way of Work prosjektet i Telenor, dele erfaring Teleoperatørens rolle innen Unifeid Communication Veien for oppnå en god løsning for oss Oppsummering
FRA DATA TIL VISDOM Legg til rette for kunnskapsarbeidet i virksomheten! Hadde politiet visst det politiet vet, hadde politiet oppklart flere kriminalsaker.
Veien til nytt hovedkontor, var i stor grad en kulturendring og første del av en reise IKT-løsninger Arbeidsformer Prosess Arbeidsplasser Formålet med flytting til Fornebu Virtuell arbeidsformer Forbedre kundedialog Fremme fantasi og innovasjon Spare kostnader Tiltrekke og beholde gode medarbeidere Muliggjøre og stimulere til kunnskapsoverføring Fleksibilitet i høysete Arbeid er en tilstand ikke et sted
Nye arbeidsformer Meg Arbeidsformen Historisk arbeidsform Prosjekter Nettverk 80% 20% 20% 80%
Definisjon på Unified Communications: An evolving communications technology architecture which automates and unifies all forms of human and device communications in context, and with a common experience. Its purpose is to optimize business processes and enhance human communications by reducing latency, managing flows, and eliminating device and media dependencies - Kilde: Wikipedia Gartner states: "The largest single value of UC is its ability to reduce "human latency" in business processes
Communications-Enabled Business Processes (CEBP) The Current Reality Market Event CRM ERP II Industry App. Extended Enterprise Back Office Real-Time Voice or Messaging Infrastructure Real-Time Voice or Messaging Infrastructure The Future Potential Market Event Trading Grid
Unified Communication (Samordnet kommunikasjon) enhetlig grensesnitt for all kommunikasjon IP-telephony Jan Taug Mobile Voice Mail CallCenter Voice conferencing Video conferencing E-Mail Instant Messaging / Presence Web conferencing
So, how do you get 37 000 people in 12 countries to change the way they work? I dag er vi ca. 7000 aktive brukere
WoW Mission Connected people working smarter! Our unique communication and collaboration culture help us work smarter than our competitors.
Hva skal vi oppnå
WoW Impact 2 Network Analysis BEFORE WoW 1. WoW Impact Survey is mandatory for all pilot/workgroup members as part of on-boarding
Nå skal gevinsten tas ut i mer effektiv arbeidsflyt Dagens tidsforbruk? Møter Rutine oppgaver Bruk av system og verktøy Søking etter kompetanse og informasjon Kundeverdi Kunnskapsdeling / nettverksflyt WoW målsetning Kundeverdi Innovasjon
The journey towards our mission Challenges Attitude Action Telenor Virtual Workspace where: Connected people work smarter Knowledge Processes: Change of mindset and culture Awareness Present WoW users Prospective WoW users Technology: Communication and Collaboration Skills
Connected people work smarter Global Sharepoints Portals OpCo Portals WoW OpCo Xpress Portals OpCo Sharepoints Departments Management Projects Communities Departments Management Projects Communities Group DM/RM OpCo DM/RM MS Office Presence/IM Mobile LiveMeeting My Site Learning Center Mobile in our Virtual Workspace
Gevinsten ligger i helheten Forretningsverdi Tale Presence/IM Blogs Dokumentdeling Share Point My Site Konferanse møter Portal Organisatorisk Effektivitet Tjenester Gevinsten med UC ligger i mer effektiv arbeidsflyt
Innovative tilnærming til læring
Ledermøte i Telenor Mobile Management holdes nå via Unified Communication "As the meeting proceeded I learned a lot and saw some great opportunities," Jon Fredrik Baksaas, Group CEO adds. Moving into the Virtual Workspace represents a major change in our work processes, probably more significant than the move we made into opening the physical workplace at Fornebu
WoW Impact 2 Network Analysis 1. WoW Impact Survey is mandatory for all pilot/workgroup members as part of on-boarding BEFORE WoW 2. Highlights of WoW Impact Survey 3 months later AFTER WoW
I can travel less, be more often with my family, and at the same time develop my global relations What people are saying Hossain Arshad GrameenPhone I will increase my efficiency by building on what others have done My team will spend less time in physical meetings and on e-mail and free up time for other tasks Laszlo Csilling Pannon Farhad Mahbub GrameenPhone It is easier to brainstorm and test/share ideas with people that do not share a physical location with me Our recruitment team can be more efficient and help save the environment in a smart way Kathrine Kjølner Global Coordination Mary Lee Lim Bee Digi
2 0 0 8 O B J E C T I V E S Hilde M. Tonne Group Communication Ragnar H. Korsæth Global Coordination Bjørn M. Kopperud Group Human Resources Ensure group alignment Internal communication as a leadership tool Create a stronger group identity Help leaders reach out instantly and receive useful feedback Capitalize on global presence Better co-operation with strategic partners and suppliers Position well in changing markets Reduce our 2007 CO2 baseline Work smarter with leaner organizations Knowledge sharing and re-use of best practices Organizational readiness in new communication services Increasing organizational connectivity
Gevinsten ligger i organisatorisk ferdighet Verdi av en virtuell arbeidsflyt Telenor mål i 2009 Virtuell Strukturert og sanntid Standardisert Eksprimentel Tradisjonell Orgaisatorisk evne
Organisatorisk ferdighet Verdi av en virtuell arbeidsflyt Telenors mål for 2009? Virtuell Strukturert og i sanntid Standarisert Eksprimentell Tradisjonell Organisatorisk evne
Telenor ble invitert av Microsoft for å delta i OCS R2 Technical Adoption Program (TAP) Kun 2 teleoperatører Globalt og 20 sluttkunder er med i programmet The Technology Adoption Program is designed to provide a consistent experience for Microsoft partners to obtain real-world customer feedback on Microsoft pre-release products Product Validation Product Evaluation Solutions Implementation. Participating customers find that some of the most powerful benefits include: An opportunity to influence product through their feedback. The strategic edge all this can give them in their line of business. The goal is to improve customer/partner experiences in evaluating and adopting our technologies and improve our ability to track and manage customer/partner relationships across programs. TAP is not an additional program.
Hva kreves i en UC løsning Organisasjonsutvikling Teknologi Kommunikasjon
Kommunikasjonsdelen i UC Infrastruktur Nordic Connect Kommunikasjon Telefoni Ett nummer IP-telefoni Mobil En helhetlig integrert løsing bestående av: Wan (Nordic Connect) IP-telefoni (SIP Trunk) Proffnett (Mobilt Bedriftsnett) Mobil status Løsningsdesign Prosjektleveranse Kundebetjening Mobilitet Presence (status) Jan Taug Lokasjon: Lillehammer
Telenor produkter i en UC verden incontact kundesenter/sentralbord Telefoni Nettsentrisk IP-telefoni GW IP telefon Softphone Med hodesett Softphone med hodesett Mobile medarbeidere Media GW/server 3G/HSDPA Internet WAN med QoS Nordic Connect Samhandling Samhandling UC Communications Server 2007 Ip-pbx katalog Server Mail Server Management Servers and Management External Internal
Proffnett Microsoft OCS integrasjon Jan Taug Lokasjon: Lillehammer In a mobile call Telenor Samhandling i praksis
Unified Communication Økosystemet Samhandlings Hub
WoW Company effects Ability to work virtually Percentage of Users that improved All OpCos 80% Asia 80% CEE 88% Total improvement level All OpCos 36% Asia 34% CEE 45% Nordics 77% Nordics 33% Increase in level of knowledge sharing Percentage of Users that increased level All OpCos 77% Asia 76% CEE 85% Total improvement level All OpCos 33% Asia 31% CEE 39% Nordics 73% Nordics 30% Telenor Samhandling i praksis Desember 2008
Early Adopters of UC Recognize Benefits in Productivity Ahead of Cost Savings "What were the 3 biggest improvements your organization experienced after deploying UC?" Lower Total Cost of Ownership Application Availability N=171 System Management and Administration Access to Info. Regardless of Device or Location Customer Service Communication for Mobile/Remote Workforce Communication for Distributed Sites Employee Productivity Employee Collaboration 0% 5% 10% 15% 20% 25% 30% 35% 40% From "User Survey Analysis: Unified Communications, North America and Western Europe," october 2008 (G00156599)
Hvordan bør virksomheten og de ansatte gjøre for å lykkes? Ta I bruk teknologien som en verktykasse, for å utvikle og endre virksomheten prosesser og møteplasser: Revurdere dagens arbeidsprosesser Ta ut gevinster der hvor det er størst besparelser Forsterke virkomhetens evne til å forandre og innovere Utvikle bredde og dybde kompetanse innen samhandling og kunnskapsdeling Øk effektiviteten (gjør ting raskere) og nytten (gjør ting bedre) Sammenlagt (løsning + Prosess) gir både en differentiator og skaper innovasjon mellom mennesker. Både den virtuelle og på møteplassene
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