© 2007 IBM Corporation

®

Context is King!

Communicate & Collaborate

When and Where it Matters

Akiba Saeedi

Program Director

Unified Communications &

Collaboration Software

2

C2EBPCommunication + Collaboration

3

Current Reality

Communication/collaboration required

� Exception: Who should I ring ?

� Approval: Who is available and Where ?

� Teaming: Who do we get together ?

� Expertise: Who and how do I reach them?

� Location: How do I reach the closest technician?

Unified Communications Streamlines Business Processes

Embed UCC and SOA tools into process to� Increase Contextual Collaboration� Reduce decision latency, � Speed up teaming� Improve Expertise Location� Improve Customer Service

CRM ERP Industry Apps. Back Office

CRM ERP Industry Apps. Back Office

The Need For C2EBP

4

In Context:

• Your Role

• Business Applications & Processes

Communication & Collaboration ServicesWhere and When You Need Them

Presence IMVideo Calendar

eMail

Chat Room TelephonyWeb Conf

App sharing

Notifications

VoicemailCommunities

A “platform” is a crucial element in construction of UC enabled solutions� It must embody a programming model, frameworks, and cooperating components

� More importantly it must be open, extensible, and inspire a community of ISV’s & developers

5

Our Vision

6

…in a Lotus Sametime client

7

…in a Lotus Sametime client

8

…in Lotus Notes

9

…in Microsoft Outlook & Office

10

…in business portals

11

…in LOB applications

12

ecosystem of

partnersecosystem of

partners

industry knowledgeand experience

industry knowledgeand experience

technical

expertisetechnical

expertise

open and

extensible platformopen and

extensible platform

IBM’s Unified Communications & Collaboration Strategy

13

IBM DELIVERED

IBM BUSINESS PARTNER DELIVERED

14

Customer Examples& Use Case Scenarios

Real Business Value

15

Insurance Company

� US regional mutual insurance carrier

� 175 employess� $80M annual premiums in property and casualty

� Sales through 500 independent agents

“Because Lotus has helped us tightly integrate the agents into our business processes and collaborative environment, their lives are easier— that’s a competitive differentiator.”

Chief Information Officer Insurance Group

Company Requirements

� Increase competitiveness against larger carriers

� Reduce cost, improve service & support, and build agent

loyalty

Solution

� Integrated Lotus Sametime into Web-based applications enabling real-time, contextual collaboration among Celina staff and external agents

Customer Value

� Policy turnaround time reduced from weeks to days

� 50 percent reduction in phone calls and costs due to use of IM & VoIP chat

� 40 percent reduction in head count for same volume of business due to streamlined processes

� Faster, better service to agents and their customers due to integrated systems and real-time collaboration

� Improved agent loyalty by being easy to do business with —a competitive advantage

16

Company Requirements

� Speed time-critical communications in medical analysis process

� Incorporate referring physicians into radiology workflow

� Competitive differentiation in radiology solutions

Solution

� Integrate Lotus Sametime with Carestream radiology applications

� OEM/Resell Lotus Sametime in Carestream solutions

� Coalesce high volume of data, information, images

� Enable instant communication – data and voice in context of

radiology workflow

Customer Value

� Quicker diagnosis, communication of results

� Dramatic improvement in quality and cost of care

� Enables hospitals to provide better value to practicing physicians

� Better outreach to physicians/ radiologists practicing with other

hospitals or facilities

� Faster start of patient treatment

Carestream Health, Inc.

� Leading provider of medical imaging systems

� Products in 90% of hospitals worldwide

Sametime “enables real-time discussion between medical professionals both inside and outside of the radiology department, which can lead to quicker diagnosis & communication of critical results for an overall improvement in patient care.”

Michael W. JackmanPresident, Healthcare Information

Systems

17

Large Public University

� 30,000 students—many of

whom commute to school

� 4,000 faculty & staff

� Large alumni population

� Continuous stream of

new matriculants

Organization Requirements� Extend the reach of campus borders to enable 50,000 users to

instantly communicate & collaborate

� Leverage current university applications, i.e. Oracle, PeopleSoft

Solution� Self provision content, communication and collaboration

services based on university processes and roles

� Process maps and user roles provided by IBM Global Technology Services consultants

� Lotus, Tivoli and WebSphere Software, pSeries hardware

� Telephony & video not initial driver but is now part of next steps

Customer Value� Improves campus experience for students and faculty

� Differentiation from other universities

� Simplified IT system administration through automation

� Individual-centric porlets simplify & personalize users access to people, data, applications within collaborative ecosystem

� Supports multiple device types, browsers, public IM networks—90% of community connect via laptops & mobile devices

18

Process/Application: Insurance Claims

19

Roles: Banking Agent Workspace

Profile information

Presence, click-to-communicate

Customer info from backend

banking system

Control panel to change pane views

Call controls Web conference with

integrated audio

20

UC “meets” the Virtual WorldSimulated Meetings to Support Intelligence Agency Processes & Activities

Bank TransactionsWorkflow

Bringing Applications & Process into Your Familiar Collaboration ToolsPlug-In Examples

22

Some Things To Think About…� Talk to your business units – what processes if done faster or more accurately will save money and drive revenue growth?

− Customer service and/or Call centers

− Sales & Marketing

− Financial services – claims processes, traders, retail branches

− Workflow/Operations

− CRM, Supply Chain, ERP

� Who Does Your Application Development?

− Application developers responsible for your applications will leverage the available tools, API’s and unified communication and collaboration services to insert into applications

− System’s Integrators/Solution Providers will create custom solutions for you

− ISV’s will provide packaged solutions w/integration to products like Lotus Sametime

− Ex. Carestream, Forterra

� What is Your Overall Unified Communications & Collaboration Strategy

− Collaboration, Telephony, Video etc….

23

for easy integrationavoid rip-and-replace

YOUR timeline

flexibility

YOUR choice of trusted vendors

open platform

IBM Offers a Holistic Approach

Plan, deploy, manageSoftware, services, HW, financing

complete solution

in collaboration, communications & SOA

experience

knowledgein business process

& ROI methodologies