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Introducing Kcom Workplaces Starting the journey of the future of work

9 th June 2011. Introducing Kcom Workplaces Starting the journey of the future of work. [ Kcom Presenter] – [Title and date]. Agenda. • • • • • • •. Mega Trends Opportunities & Risks Policy Future Of Work Information Worker Of The Future Work 2020 Predictions

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Introducing Kcom Workplaces Starting the journey of the future of work

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  1. 9thJune2011 Introducing Kcom Workplaces Starting the journey of the future of work [Kcom Presenter] – [Title and date]

  2. Agenda • • • • • • • MegaTrends Opportunities&Risks Policy FutureOfWork InformationWorkerOfTheFuture Work2020Predictions Introducing Workplaces How its delivered Collaboration Contact TCO and Commercials Summary

  3. Megatrend–Globalisation •Drivers 1.Improvementofinternational trade 2.Technologicalprogress 3.Increasinginfluenceofmulti nationalcompanies 4.PowerofWTO,IMF,WB 5.Greatermobilityofhuman resourcesacrosscountries 6.Greateroutsourcingofbusiness processestoothercountries 7.CivilSociety 8.Volatility&uncertainty 9.Lowcostcompetition 10.Internet–connectedeconomy “By2020only10%offinancial transactionswillbeincash!” Cards CashlessPayments MicroPayments ResearchbyACNielsen

  4. Megatrend–Economic&BRICS

  5. Megatrend–UKdemographics •Ageingpopulation Medianage • 1984=35years 2009=39years 2034=42years*projection • • • •Longerlifeexpectancy Men@65 • +17.6years/12.9yearshealthy • • Women@65 • +20.2years/14.9yearshealthy Lowerfertility Fewerbirths,marriages&deaths Extendedretirementages Largepoolofskills&experience Electronicallymediatedlifestylesand relationships Participationsociety Blurringofworkandhome–risingjobmobility 1in20peopleintheUKworkinITandTelecoms FuturestrainontheNHS • • • • • • • • •

  6. Megatrend–Demographicgenerations Traditionalists,bornpriorto1946 BabyBoomers,bornbetween1946and1964 GenX,bornbetween1965and1976 Millennials,bornbetween1977and1997 Gen2020,bornafter1997 • • • • •

  7. Megatrend–Demographics:- Millennials/Gen2020forensicprofile • • • • • • • • Borninthenetera Wiredfrombirth/Digitalnatives Virtualcentre Moretolerantofdiversity Careaboutjustice CorporateSocialResponsibility–ISO26000 Cravemultiplementors Want:- • • • • • • • • • • Freedom Customisation Personalisation Scrutinise&authenticity Entertainment Innovators Collaborative-Peering ProSumer–Consume,Share,Co-Create Speed–Instantgratification Social–Relationships–Teaming •Represent60%oftheworkforcein2020! Source:The2020WorkPlaceBook

  8. Megatrend–Universalconnectivity • • • • • • • • • 46MUKInternetUsersin2011(Emarketer,March2011) 76%BroadbandpenetrationofUKhomesin2011(Emarketer,March2011) Thereare5.3billionmobilesubscribers(that's77%oftheworldpopulation). EstimatedthatthenumberofGlobalmobilebroadbandsubscriberswillhit1billionbyendof2011 In2007,500millioninternet-connecteddevices-about1forevery20peopleontheplanet In2010,thatnumbergrewto35billion,orabout5perperson By2013,maygrowto1trilliondevices,or140devicesperperson 800monFacebook350maccessFacebookviaasmartphone NetNeutrality •UserImpact • • • • • • • • • Datadeluge Risingtransparency Decliningprivacy Businessanalytics Reputationeconomy Networkedrisks&failure Informationsecurity Locationbasedservices&habittrails Smartcommunities&connectedcities •WorldisrunningoutofIPaddresses–IPV6 • • 14IPaddressesperperson WorldIPV6day-June8th 16musersin1995to2billionin2010and35bndevicesconnected! (Cisco  report  August  “the  evolving  internet  report”)

  9. Megatrend–ITconsumerisation • • • • • • • • • • • • • • Mobiletheprimarydeviceforwebsurfing 1BnUKtextsperweek,4.1BnintheUS 124MconnectedusersonSKYPEnowMicrosoft 25MactiveusersofGoogleApps,upfrom15m2009 90%ofallInternettrafficwillbevideoby2013 UsersonFacebook800M,Twitter110M,LinkedIn101M Google+18m 25MiPadsinjust14months.200MiOSdevices,15Bnsongsdownloadedsince2003. 130Mbooks.14Bnappsdownloadedfromastorethatnowrunsto425,000apps YouTube2Bnviewersperday,24hrsofvideoisuploadedperminute 3Bnhoursperweekplayinggames SonyPlaystation3–35xmorepowerful&equaltoa1997supercomputer 2015125Mwillnothaveelectricitybutwillhaveamobilephone Onplanetearth4babiesborneverysecond/40mobilessoldpersecond ConsumermarketsurpassedthesizeoftheEnterprisemarketin2004

  10. Megatrend–EnterpriseIT InfrastructureFocus–CostReduction •Centralisation •Standardisation •Consolidation •Virtualisation •Convergence End User Focus–BusinessGrowth •Email/VoiceMail/AudioConf •SharedDrives •Upgrades •Security–VPNaccess •VFM/benchMarking •Supplierconsolidation •Downsizing CloudServices Collaboration Tablets/SmartPhones UnifiedCommunications StandardisationvInnovation?

  11. Opportunities&risks •Businessvaluediscovery? •Benefit-Cost–Risk=Value •Innovation&standardisation •Increaseappetiteforrisk? •Blendprofessionalvpersonal •Providinguserswithchoice? •Economics? •Fundingmodel? •Differencemakerfortalentacquisition! Isthisyourfuturecustomer,supplieroremployee?

  12. Consumerisation-policyiskey •Managedtrialsnotexecutivejewellery! •Participation,Chaos,Patterns,Emergence •Policyconsiderations:- Architecturalstrategyrequired Informationstrategy&lifecyclemanagement Socialnetworkingpolicy Companyinformationusagepolicy Supporteddevices? Approvedcontentcategories Approvedapplicationcategories Forbiddenapplications Servicerequest/supportprocess-BYOT Whatcompanydataisallowedonpersonaldevices? • • • • • • • • • • • Employee:-movers/leavers–dataremovalpolicy Backupprocesses/traceability Thinkingneedstochangefrominside outtooutsidein! •Policyenforcement:- • • • VDI/RemoteDesktop/Enterprisegradedevices Consumerdeviceaccesstoedgeservices BlendedEnvironment Security/identity&accessmanagement/contextual Remotemanagement security • • StrategywithoutExecutionisHallucination!

  13. Thefutureofwork •“Throwawayyourbriefcase youarenotgoingtothe office.” •“Youcankissyourbenefits goodbyetoo.” •“Yournewbosswon’tlook muchlikeyouroldone.” •“Thereisnolongeraladder andyoumaynevergetto retire,butthereisaworldof opportunityifyoufigureout anewpath.” Time–Magazine-May2009

  14. Organisationalstructures&leadership •Traditionalapproach–2008 Hierarchical Command&control Pyramidstructure Planned–structured Internalworkers Devicecentric Valuecreatedbyprocessingdata • • • • • • • •Emergingapproach-2020 Flatter Flexibility Rectangularstructure Realtime–adhocracy Internalworkers&communities Adhoclabour Cloudcentric–BYOT Valuecreatedbyprocessingrelevance Newbusinessmodels!!! Sources:Cisco/2020WorkPlaceBook • • • • • • • • •

  15. Informationworkerofthefuture-2020 • • • • • • • • • • • • • • • • • • • • • • • 5generations Gender/ethnicdiversity Mobile,distributed,globallyavailable,open ProSumer&participative Starrated–crowdrecommended Powerfulonlinepresence&location Personalbrand/agent Collaborative Physical&avatar Skilled&expert Innovative Flexible&personalisedcontracts Project/programfocussed Outcomeincentivised Contextualawareness Withonlinepassport BYOT-BYOC Locationindependent Deviceindependent Networkindependent Cloudindependent Crowdintegrated/Onlinecommunities FLATNESSdisciples • (Freedom,Links,Authorship,Tagging,NetworkOrientated,Extensions,Search,Social,Emergence,Signals)

  16. HRasaService Establishedin2001 USbased Cloudplatform 8millionusers ServicePortfolio:- •360reviews •Performancemanagement •Recruitmentmanagement •Goalmanagement •Learning&development •Workforceanalytics Arewereadyforthis–totaltransparency? http://www.successfactors.com

  17. Work2020Vision–Keytrends1–10 1. 2. 3. 4. 5. 6. 7. 8. 9. Hired/Promotedbaseduponyour ReputationCapital Mobiledevicewillbecomeyour office/classroom GlobalTalentshortagewillbe acute RecruitingwillstartonSocial Networkingsites&firstinterview couldbewithyouravatar Webcommuterswillforce companiestoreinventcorporate offices Companieswillhireanentireteam totacklebusinessproblems– sourcingofIntactteam JobrequirementsforCEOwill includeblogging&twitter Corporatetrainingcurriculumwill usevideogames,alternatereality &simulationstodeliverlearning 2020mindsetrequiredtothrivein anetworkedworld 10.HRfocuswillmovefrom outsourcingtocrowdsourcingfor innovationprograms Source:The2020WorkPlaceBook

  18. Work2020Vision–Keytrends11–20 11.CorporateSocialNetworkswillgrowinside companies 12.Youwillelectyourleader 13.Lifelonglearningwillbeabusiness requirement(JackWelchMBA) 14.Work/lifeflexibilitywillreplacework/life balance 15.CompanieswilldisclosetheirCorporate SocialResponsibilityprogramandprogress 16.DiversitywillbeabusinessnotaHRissue 17.Thelinescoveringmarketing,communications andlearningwillblur 18.CorporateAppstoreswillenableemployees tobettermanagetheirworklifeflexibility 19.SocialMedialiteracywillbearequirement forallemployees • TelstraPolicy– Responsible,Respect,Representation • 20.Buildingaportfolioofcontractjobswillbea wayofsustainingfulltimeemployment Source:The2020WorkPlaceBook

  19. Conclusion–Areyouready? •Thefutureofworkin2020willbeabout:- •Productivity,Innovation,ValueCreation • • • • Leadership,visionandcourage Maximisethepotentialofyourpeople Empowerthemwiththerighttools GetreadytocompetewithBRIC’s •Empoweredorganisationswillbe:- •Adaptive,Talented&Innovative •FlatterStructures,CareerGrids,Diversity&CrowdIntegrated •Collaborative&Intelligent •Social,Federated,Visual,Augmented,Knowledgeable&Secure •Smart,Hyper-Connected,Open&Virtual •Devices,People,Clouds,Offices,Homes,Cities&Countries •Responsible •Sustainability,Integrity,Transparency&Admired Kcom can start the journey with you- and Kcom Workplaces is a great way to start

  20. Introducing Kcom Workplaces “Communications Enabled Business Transformation”

  21. Public Sector Drivers • Same For Less • More For The Same • Value For Money • Cashable Savings • Capex To Opex • Citizen Service Delivery • Interaction / Transaction • Single Version Of The Truth • Community • Shared Services • Joined Up Services • Compliance • Business Continuity • Property Rationalisation

  22. Commercial Sector Drivers

  23. As we have seen , it’s a Changing World • ‘Work’ is no longer a place, it’s an activity • Embrace the capabilities:- • Flexible Working • Remote agents • Technology Advances • IPT to UC • Presence & Instant Messaging • Unified Messaging • Social Networking • Multi channel contact • Tablets/Consumerisation/ BYOD • Benefits • Cost Savings • Inter-organisation Collaboration • Business continuity • Tomorrow • Architectural foundation for change

  24. Cloud Services • New Consumption Model • You do not own it • You do not depreciate it • You do not support it • It’s not on premise • It’s A Managed Service • You use it • You rent it per seat • You share it • It’s elastic • It’s dynamic • It’s always on • You can do local changes

  25. Workplaces • Kcom’s Cloud Communications utility • No upfront cost • Shared Infrastructure benefits • Dedicated benefits • Service with Control (self-service management) • Highly Functional: • Telephony • Unified Communications • Collaboration • Contact Centre • Next Generation Network Services • Secure • Joint Cisco underwritten architecture • IL224 compliancy • Security vulnerability tested

  26. Typical Workplaces Topology • Dedicated Infrastructure • Separate dedicated instance for each site • Ease of adding additional offices • Simple provisioning • No upfront costs

  27. Customer Maturity Model Level 5 (low) Organisational Agility (high) • Enterprise • Social Software • Community of Interest • Comms Enabled Business Processes) Level 4 • Collaboration • Virtual Meetings • Federation with Partners • Desktop video integrated into room-based solutions. Level 3 • Unified • Communication • Instant Messaging (removing so much reliance on email) Level 2 • Converged • Single network voice and data (IP Telephony) • Limited used of room-based video. • No IM, Presence Level 1 (high) Organisational Value (low) (high) Partnership/Trust (low) • Traditional • Legacy (TDM-based) PBX • No use of video • No IM, Presence • Reliance on Email. Enabler Strategic Standardised Aware Ad-Hoc (low) Collaborative Functionality (high)

  28. Workplaces - Flexibility and Choice • Feature Levels • Corridor Phones – Basic Dial Tone • Knowledge Workers – Mobile Convergence, Instant Messaging, Unified Messaging • Flex User Quantities • Up through periods of growth • Down through periods of contraction • Move through maturity • Handset Choice • Significant Model Choice • Reuse Existing Handsets? • Lease? • Purchase? • Spares and Support Options • No handset? • Beyond • High Definition Video Collaboration • Secure Tablets • Enterprise Social Software

  29. WorkPlaces - Overview • Dial Tone • Telephony Advanced Features • Range of Handsets • Directory • Operator Console • Soft Phone • Voice Mail • Option – Call Management

  30. Worplaces Collaboration - Overview • Unified Communications • Single Number Reach • Presence • Instant Messaging • Click To Call • Video Telephony • Web / Audio Conferencing • Mobility • Fixed To Mobile Convergence • Federation • Communication Enabled Applications

  31. Workplaces Contact - Overview • IP Contact Centre & MIS • Turrets & Supervisor • Unified Presence • Basic IVR • Compliance Recording • Options:- • Blend / Preview Dialler • Self Service – In bound • Self Service – Out bound • Web & Email Integration • Basic Email Agent • Remote Silent Monitor • Quality Management • Work Force Management

  32. TCO & Commercials • No Capex • Predictable Opex Payment Profiles • Flexible Contract Terms • Functionality – Tailoring • Evergreen Upgrades • Range Of Service Packages • Try Before You Buy • Transfer Existing Cisco Real Estate • Integrated with Network Services (NGN) • Reward For Loyalty • Multi Year • Network Services • Functionality • User Volume

  33. Workplaces List Pricing Cloud Communications Pricing Without Handset Including Handset £10 per handset £15 per handset Basic Telephony £14 per handset £19 per month Standard Telephony + UC Needs Update from Glenn Burton £17 per handset £22 per month Enriched Telephony Other Services – Contact Centre £25-£30 per agent £40 per month Basic Contact Centre £65 per agent £75 per month Enriched Contact Centre

  34. Kcom - Intelligent Network Services - NGN • Range of Non Geographic Number services designed to meet our Customers business needs, • Freephone - 0800 numbers) • Local Rate - 0845 (0844) numbers • National Rate - 0870 (0871) numbers • Benefits • Local or National identity for your organisation extends your market • Calls are distributed efficiently and professionally with intelligent call routing • Self Management of routing plans for complete control • Call volumes and patterns can be monitored using detailed management information - especially useful for tracking the success of marketing campaigns • Golden numbers give your organisation a distinctive identity and are easy for customers to remember • From numbers that provide one simple, memorable point of contact to call handling that ensures calls are never lost, Kcom helps you stay in contact with your customers.

  35. Pricing IN and Self Service Intelligent Network Services NGN • 0800:                     3.00 ppm • 0845:                     0.00 ppm • 0870:                     1.00 ppm • 0844(5p):             -2.50 ppm • 0871(10p):           -6.00 ppm 030 Costs ( recommended for Public Sector) • Connection charge from £99 • £10 monthly service charge per number • Extra minutes charged at 1.5p per min • Route to any UK landline free of charge • Route to mobile or international. See divert charges • Caller pays standard call charges (same as dialing 01 or 02) • Calls to 030 numbers are included in bundled landline and mobile tariffs Self Service (Risk Reward) • ID&V:  44p per transaction • Payment Gateway: 49p per transaction • Proposition Summary • Intelligent Network Services NGN • Range of Inbound Call Services, Freephone, Local or National rate etc. to meet your needs • Self Service (Risk Reward) • Plus Call minutes*

  36. New Features Coming Soon

  37. Service Development Futures • Hi Def TP Video • Portable Units • Cisco/Tandberg • Desktop Of The Future • Enterprise Social Software • Cisco Quad • Collaboration Devices • Touch Screen Slates • Cisco Cius • Apple iPad

  38. Summary • Best of Both Worlds • All the economics of a shared infrastructure • The benefits and personalisation of a dedicated solution that adapts to • your strategy • grows with you • delivers your roadmap • Cloud Centric Architecture • No Up-front Cost • Flexibility • Take advantage of increased capability at a time to suit you • Flex up and down as Partner needs alter • Choice of handset options

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