How does Unified Communication and Enterprise 2.0 work together to create real business benefits? This presentation outlines specific examples of how UC + E2.0 can help you become a more social business, and in turn drive positive business outcomes. To learn more, read the SametimeBlog at http://www.ibm.com/sametimeblog or follow us on Twitter @Sametime.

1. Living Social
With
Unified Communications
July 20, 2011
Jacques Pavlenyi
Market Segment Manager
IBM Collaboration Solutions
Twitter: @mediamutt
Blog: mediamutt.typepad.com
©2011 IBM Corporation

2. Social UC brings together communications tools
with social collaboration
Blogs Wikis
Micro
Profiles
blogs
Social
Web Audio
Conf
Social Conf
UC
IM Video
Collaboration Communications
Email Phone
UM SMS
© 2011 IBM Corporation

3. Businesses are changing how they communicate
Do you notice
anything missing
in this sign?
© 2011 IBM Corporation

4. New forms of communicating are going
mainstream
© 2011 IBM Corporation

5. Consumers are blending social networking with VoIP
© 2011 IBM Corporation

6. Enterprises are also looking for ways to securely
find and connect inside and outside the firewall
Consumers Enterprise
© 2011 IBM Corporation

7. Generational shifts unleash different work styles
Older workers
Older workers Mid-career workers New generation
New generation
(Age > 50)
(Age > 50) % (Age 35 - 50) % (Age < 35)
(Age < 35) %
Wisdom Experience Innovation
E-MAIL INSTANT SOCIAL NETWORKING
TELEPHONE MESSAGING VIDEO & MOBILITY
© 2011 IBM Corporation

8. Social Business AGENDA
Align Organizational Goals & Culture
Gain “Friends” Through Social Trust
Engage Through Experiences
Network Your Business Processes
Design for Reputation & Risk Management
Analyze Your Data
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,
ISBN: 0132618311, Copyright © 2011, IBM Press
© 2011 IBM Corporation
8

9. Social Business AGENDA
with Unified Communications
Align Organizational Goals & Culture
UC: IM and Presence
Gain “Friends” Through Social Trust
UC: Community Tools
Engage Through Experiences
UC: Video, Web, and Telephony
Network Your Business Processes
UC: Business Partners and CEBP
Design for Reputation & Risk Management
UC: Compliance and Archiving
Analyze Your Data
UC: Analyze data to improve operations
© 2011 IBM Corporation
9

10. IBM is Living Social with UC
Combine online meetings with video to build social trust
 Who:
– Sandy Carter, IBM VP Social
Business, Collaboration Solutions
Sales and Evangelism
 Challenges:
– Injury prevented travel, but still needed
to meet with important clients
 Traditional Solution:
– Audio conference
– Emailed presentation
 A Better Way:
– Hosted an online meeting for the
presentation materials
– Added video to see participants live
– IM and Twitter for Q&A and sidebar
conversations
http://bit.ly/pphf6k
© 2011 IBM Corporation

11. IBM is Living Social with UC
IM with mobile apps improves customer sat
 Who:
– Rick Schonbrun, WW Business Unit Executive
 Challenges:
– Needed to address a unique technical question
during an exec briefing in Europe
 Traditional Solution
– Wait until late afternoon European time to reach a
development resource in the US
– Locate an expert, find their mobile number
– Connect to the IBM network and send an email or
Sametime instant message
– Respond to the customer following business day
 A Better Way
– IM the lead technical architect from mobile phone
– Explain the question in real-time, follow up to the
customer with fast answer and new questions
© 2011 IBM Corporation

12. IBM is Living Social with UC
SkillTap and broadcast communities build your network
 Who:
– John Del Pizzo, IBM Director UC Solutions
 Challenges:
– How do I get my new iPhone on the IBM
VPN?
 Traditional Solution
– Call Help Desk (wait...not yet supported!)
– Ping friends
– Search internal websites
 A Better Way
– Search Forums (but I need immediate
gratification!)
– Wait! I'll ask iPhone broadcast community
– Community Members receive a Sametime
request and choose to respond
– Had 10 answers in under 30 seconds
© 2011 IBM Corporation

13. IBM is Living Social with UC
Leverage extended network to create compelling
customer demos that build trust
 Who:
– Karl LaWall, IBM WW Sales Leader
 Challenges:
– Need to support a field team trying to
demo capabilities in customer meeting
 Traditional Solution:
– A presentation with screen shots
– Send an email asking for help the day
before
– Focus on the (boring) basics
 A Better Way:
– Recruit 5 always-on “demo buddies”
beforehand and added them to Buddy List
– Send a real-time request to Demo Buddies
while at client site to join demo meeting
– Showcase capabilities in real time with real
experts from across the world
© 2011 IBM Corporation

14. IBM is Living Social with UC
Build a stronger Business Partner community
 Who:
– Marlon Machado, IBM Product Manager
 Challenges:
– Facilitate better communication between
IBM and BPs, and between BPs
– Showcase latest technology to the
broadest audience possible
 Traditional Solution:
– Regular switchboard conference calls
– Email for newsletters and responses
– Static web pages and pre-recorded demos
 A Better Way:
– Open testing community cloud service:
IBM Greenhouse
– Use web-based IM, meetings and
Communities to connect with each other
and with IBMers (no client SW needed!)
© 2011 IBM Corporation

15. IBM is Living Social with UC
Find-Me, Follow-Me #s builds trust and closer relationships
 Who:
– Kim Artlip, IBM WW Business Unit Executive
 Challenges:
– Needed to stay in telephone contact with key
customers while traveling overseas
 Traditional Solution
– Provide customers with 2-3 different telephone
numbers (each with voice mail) – creating
“phone tag” and “voice mail jail”
– Pay significant roaming charges to receive
mobile calls while traveling overseas
– Receive unexpected calls during late night
hours due to time zone differences Create
flexible
 A Better Way rules to
– Use one unified telephony number route calls
between
– Use geographic location and time of day to devices
create rules to route calls to preferred device
© 2011 IBM Corporation

16. IBM is Living Social with UC
Saving Money!
50,000,000
Internal instant messages every day
15m Telephony:
17,000 1M+
Downloads of employee Individual blogs Daily page views on
generated videos / podcasts internal social network
Savings at IBM...
Telephony:
$1.3M/mo
Travel:
$8M/mo
© 2011 IBM Corporation

17. Key takeaways
UC is the
“action” in a
Social Business
It’s about the It’s about
task, not the trusted
tool relationships
The benefits are
real
© 2011 IBM Corporation

18. Learn more!
ibm.com/sametimeblog
@sametime
© 2011 IBM Corporation