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Why Unified Collab needs a re-visit

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Today Organizations demand Ubiquitous and pervasive channels to tap into employees and customers. The Collab landscape entails- VOIP Calls, video conf, XMPP Chat , UC Bots, Enterprise Social tools, Emails, Voicemail, Text Streams , Digital engagement Channels to Productivity and Sharing tools.
Today, Its not the choice, reachability or reliability thats the issue rather - What tools to choose from and Which vendors to engage with that align with enterprise needs.
Often Security, TCO, Interop , Scale , SLA drive UC Sales among enterprises and SMB be in cloud based subscriptions or stand alone systems.
The writing on the wall often screams me too me too complicating decision making for end customers to find right UC Product alignment for their Business.
However among plethora of UC tools that exist we still struggle to inter-weave and track Enterprise communications today?
Today with all multi channels that organoizations implement to reach out and always be available has created - Fragmentation of communication had occurs across all streams making Collab broken , expensive to manage and difficult to archive and Operationalize efficiency and reduce Multi-channel costs.
Today We lack a tool which Unifies Communication and Collab under one umbrella for-
• Trace and Track Enterprise communications across all channels under one roof.
• Tag or context based Communication paths,
• Build insights on Information Flow, using Social Network Graphs, Machine Learning and Visualizations.
• Unified Voice , Video, Text, Image, File mining across channels.
• Unify, tagging and Archiving of All Communications,
• Do Unified Management, Define unified Rules and Scope.
• Define symmetric and Seamless SLA across Channels,
• Have Unified response and Integrated Communications, Broadcast and messaging strategy.

This PPT outlines the potential concept of what went missing in UC Today ?

Publicado en: Tecnología
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Why Unified Collab needs a re-visit

  1. 1. Unify your Communications .. A service that’s Missing By Nikhil Gupta +91-9873437146
  2. 2. Today
  3. 3. Today: It’s a Crowd of Tools • So many Channels to Communicate , Collaborate. • So many Tools to define , create , manage , share. • Unified SLA and Response time across Channels is a Problem. • So many interface to engage with • Most is lost in muti-channel scheme of things • Organazing info is much more pain. • Lots of noise , Spams across Multi-channel
  4. 4. Tapping into Multi-Channel is Expensive
  5. 5. What Gartner research Says • The Flood of Information into Your Organization is Coming on More Channels Every Day • Today very few of these organizations are able to integrate the variety of content they receive. Per the same survey, only 23% of these same companies can handle structured forms automatically, and a minuscule 7% feel that their customer-facing agents have ready access to all customer communications. • The people that are trying to reach your organization want to do in a format and channel that is convenient to them, not you. Email, text, chat, Facebook, Twitter, Google Hangouts and yes phone are the typical methods to communicate but the amount of channels and requirements is constantly changing and evolving. Many companies now have an “app”, and there are dozens of 3rd party websites that collect and aggregate comments (both positive and negative) about companies. Leading organizations are taking a proactive approach to not only managing these evolving channels but are actively researching how to provide new channels for communication and ultimately customer service. • According to a recent survey1, most organizations receive inbound communications over at least 4 channels plus telephone. And each of these channels have multiple content types, such as PDFs and scanned documents. These electronic documents have surpassed paper documents in the contact center.
  6. 6. It is not the reachability, Rather Tracing n Organization of Info which is a challenge…..
  7. 7. Do we really Need More…. Communication n Collab Tools ?
  8. 8. We want Unification A Single View Pane Of all Communication Services
  9. 9. Today….. There is No Single View Pane to access all Communication channels, Big Pain? Reachability, Aggregation , Storage , Action, Mgmt , Analytics
  10. 10. Can we Unify, Store and Manage ? – Voice – Record IP calls , save voice mails – Video – Emails – Calendars – Social Chats - FB , Tweet, Youtube, Instagram , Google + , Yammer etc – XMPP – Chat , Bots – Files – Projects – Activities , Tasks – Wiki – Blogs – Git Hub – Support – Notifies
  11. 11. What we need ? Reductionist , Simplified and a Unified Approach. Bt What the heck that means?
  12. 12. Unify and Aggregate all channels All Channels of Communication , Tools , Reports unified in Single pane
  13. 13. Simplified Single View Pane for all services
  14. 14. Unified View of Streams of All Media Types Label : #LTE 6 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 7 Am 2 Chats 0 Video 13 Emails 0 Screen Share 40 Ingress Egress Asy Flow Read Unread Emoji Analysis 30 30 .1 60 0 ---- 8 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 9 Am 2 Chats 1 Video 3 Emails 3 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 10 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ----
  15. 15. What Power does Unify give us? Simplified • Storage , • Classify, • Aggregation , • Search, • Management , • Analytics, • Rules Actions , Across All Channels
  16. 16. Classification and Tagging #Tags for Logical Views #LTE #2G#IOT Expand #LTE to view Streams • Tags Serve as Logical partitions of classification for Data. • User can Tag Media across Channels and Modes of Communication. • Unify Communication through Tags – Voice, Video, Pics, Streams, Text etc. • Logical Views allow for - Trace, Analyze, View Trends, Patterns, Activeness of Tags. • Tags can be – Smart , Auto enabled or Manual across all channels.
  17. 17. Individual Tag Analysis – Time report #LTE Tag – Stream Analysis Report Label : #LTE 6 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 7 Am 2 Chats 0 Video 13 Emails 0 Screen Share 40 Ingress Egress Asy Flow Read Unread Emoji Analysis 30 30 .1 60 0 ---- 8 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 9 Am 2 Chats 1 Video 3 Emails 3 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- 10 Am 10 Chats 2 Video 3 Emails 1 Screen Share ---- Ingress Egress Asy Flow Read Unread Emoji Analysis 13 2 .8 4 11 ---- • Use elastic search
  18. 18. Unified Tags Support
  19. 19. Seamless Data Extraction and Unifi cation • Using Natural Language Processing – Read, Analyze, and Extract Data we want across Channels. Usage of Data Extraction API’s: – https://www.textrazor.com/ – http://text-processing.com/docs/phrases.html – http://www.alchemyapi.com/ Data Extraction can be used to Detect – • Gist – Summary Digest • Violation of Ethics n Code. • Auto Tagging, • Fav Book Marks, • Context based Alerts,
  20. 20. Seamless Content Extraction • Seamless Multi Lines extract based on Defined Org Universal contexts – Tags. [ Ex : LTE , VOIP etc] • Parse Context based on Tag Context. • Store and analyze according to Tags. • Prompt for Manual tagging if Auto Tag not possible.
  21. 21. #LTE Tag: Sentiment Analysis Uses machine Learning – Classifiers to learn about sentiments. • https://market.mashape.com/vivekn/sentiment-3 • https://www.textrazor.com/demo • http://www.ibm.com/smarterplanet/us/en/ibmwatson/developercloud/
  22. 22. #LTE Tag: Emoji Analysis
  23. 23. Unified Scheduler – Across Channels • Unify Scheduled Communication Messages across all or selected Channels. • Activate Schedules based on Channel , or Tags. • Very impt for Unified Integrated Marketing Communication across channels. • Unified Auto –responders, Ex: Out of Office
  24. 24. Define Unified Rules across Channels: Ex: Response – Uniform SLA • Rules based on Channels, Department functions, Tags etc
  25. 25. Define Contextual based Uniform Storage across All Channels
  26. 26. Voice Bot and Fuzzy Search Support https://developer.amazon.com/public/solutions /alexa/alexa-voice-service
  27. 27. Geographical Analysis of #LTE Tag Stream
  28. 28. Define Unified restriction and access rules? Define Formal Rules of Communication through Org Structure across All channels
  29. 29. See #LTE Tag Interactions at Department, Functional View
  30. 30. Can we Visualize Intra Org Communications ?
  31. 31. Identify Active and Passive Communication Networks • Identify SME’s. • Identify Network Strengths • Identify Silos, Closed Networks • Identify Sentiments • Identify Productivity vs Communication Time
  32. 32. Organization Psychological Profiling • Is Org sentiment + , - • Whats most talked about • What are the likes • What are the dislikes
  33. 33. Versality of Use across Media Type Unify
  34. 34. The Consumption Layout
  35. 35. Decoupling: Data and Layouts • De-couple View and Data . – Data independent of Consumption Can. • User can choose any consumption view- – Inbox style – Stream Style – Chat Style – Workspace Style – Tile / Card Style – Notification Style – Etc …… • Any Type of Data fits , streams over the Layout choosen.
  36. 36. But Why not let it be Coupled? • Break away from Silo Islands. • A Hatchback , SUV , Sedan or Small Car does not deny a Person who sits in the car , its just Preference n Use of who wants to sit. • So Why, Is Data then tightly coupled to Consumption device its just a vehicle. 1. Ex: PST to Outlook , Chat to XMPP , Streams , Files to Project , repo server etc. • Irrespective of View and Data Type the abstractor fits n streams data.
  37. 37. So, Can we Give ?
  38. 38. A Reductionist , Simplified and Unified Approach
  39. 39. Flexible view pane Layout based on User pref.
  40. 40. Single View of All - Communication Aggregation , Network paths
  41. 41. Unified Fuzzy Search and Voice BOT
  42. 42. Unified Async Message Push for IMC
  43. 43. Unified Social Aggregation
  44. 44. Unified Meta Data Extraction
  45. 45. Unified Storage , Repo 4 all types of – Channels and Data
  46. 46. Define Unified - Auto responders
  47. 47. Unified and Uniform Speed Manual response (SLA)
  48. 48. Unified Alerts, Notifications, Actions, Broadcasts
  49. 49. Unified Tagging, Labelling for Mining and Context
  50. 50. Unified Sentiment, Feedback Analysis across Streams
  51. 51. Unified and Uniform Analytics, Trends & KPI Insights
  52. 52. Unified SPAM filter across Channels
  53. 53. Unified Stream Analysis: Text analysis , Voice , Video , Image , Files , Meta-data
  54. 54. Unified Analytics – What’s Trending, Hot, Strength, Flow type
  55. 55. Unified Context & Sentiment Analysis
  56. 56. Unified Communication Routing scope and Rules
  57. 57. Communication and Co-ordination Visualization
  58. 58. So can we in Summary , Give
  59. 59. Reductionist , Simplified and Unified Approach - • Flexible view pane based on User pref. • Single View of All - Communication Aggregation , Network paths • Unified Search and Voice BOT • Unified Social Aggregation and Storage. • Unified Meta Data Extraction • Unified Storage , Repo • Single pane - Auto response • Unified and Speed response • Unified Alerts • Unified Tagging • Mgmt – Timed Response • Unified Sentiment Analysis • Analytics and Trends
  60. 60. • Unified SPAM filter across Channels • Unified Stream Analysis – Text analysis , Voice , Video , Image , Files , Meta-data • Unified Analytics –What’s Trending, Hot, • Context Analysis • Sentiment Analysis • Unified Labeling – Ex: Hashtags for All forms • Unified Communication Routing scope and Rules • Communication and Co-ordination Visualization
  61. 61. Thank you – Nikhil Gupta

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