Communications enablement applicability across industries and across vertical applications (CRM, PLM, SCM, ERP, etc.)

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Video-Enabled Business Processes
Vincent Perrin, Solutions Architect

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What is a business process?
• A sequence of related activities or tasks
• that serve a particular business goal.
− Developing a new product
− Settling an insurance claim
− Doing a Job interview as interviewer

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CEBP
• Enabling simple and rapid integration of communication services within
applications and business processes for intelligent communications that
incorporate text, voice, and video
• Communications enablement applicability across industries and across
vertical applications (CRM, PLM, SCM, ERP, etc.)

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Drivers for CEBP/VEBP
• Increase Contextual Collaboration
• Enhance Collaboration Effectiveness
• Accelerate Transaction Completion
• Increase Notification Precision
• Improve Contact Success
• Automate Communication Processes
• Speed Information Delivery

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Video Collaboration is not just Video…
• In Conference Rooms
• On Desktop
• On Mobile
• It is also VEBP
− In CRM, ERP, Healthcare, HR applications.
− Closely linked with Business Processes.

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Use Case 1: Web Based Contact Center Service
Scenario: A video contact center allows user agents to log in with a specific skills profile. A web user connects
with a knowledgeable agent based on page being viewed with a button click.
4) Agent logs into contact center
application. Pre-defined skill set dictates
which types of calls she will handle.
1) Customer access to the Web
Page, and choose a domain of
expertize.
2) Customer clicks on
“call agent” button and
is launched into a
video session.
3) Skills based routing engine
redirects call to proper agent
queue. Agent answers via
Polycom CloudAXIS client.
Contact Center Service
Vendor Hosted Web Site
Video Stream

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Video Online Banking
• « Meet the expert »
• Scheduling appointments.
• Permit completion and filing on-line with
assistance
• Premium program - Customer Intimacy
Link to blog entry: http://social-collaboration.blogspot.co.uk/2013/09/online-video-banking-with-polycom.html

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Use Case 2: Mobile app used to connect with expert
1) Experts logs into contact center via
hosted portal. Pre-defined skill set dictates
which types of calls she will handle.
2) Customer in a Shopping Mall
needs help quickly to answer on
a product specification. He is
using the Mall Mobile app.
3) Customer from Shopping
Mall Mobile app, using NFC
or QR Code can connects to
the available expert
Contact Center Service
4) Skills based routing engine
redirects call to proper agent
queue. Agent answers via
Polycom CloudAXIS client.
Video Stream

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Screenshots of Android App

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Use Case 3: Customer interaction via CRM System
1) Sales in Acme.inc would like
to discuss with a customer on
his propal.
2) From SalesForce.com UI,
he can schedule a video-
conference-type event.
Video Service
3) Notifies via email the date
and time of the meeting with
connection details. The
customer clicks on a link to
open his browser and join
the video meeting.
Video Stream

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Video CRM
• Initiate video calls from within
Salesforce.
• Schedule video meeting with
customer directly from Salesforce UI
• Organize virtual marketing event
using video infrastructure
• Available on AppExchange, soon…

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Use Case 4: Health Care Portal Integration with Video Conferencing
Scheduled/Instant Calls
• View/Join a scheduled
appointment
• Join instant calls
Patient
Schedule/Reschedule an appointment
• between Doctor/Nurse/Specialist and patient
• View/Join a scheduled appointment
Direct /Instant call
• between Doctor/Nurse/Specialist and patient
• Between Doctors
• Helpdesk call for health coordinator
Call Details Record Management
• View the details of each call
Care team
Video Stream
Video Service
Enable click-to-call patients, doctors, families, other health providers, plus assigning
recorded videos for patients to watch.

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Click to call a single patient

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At home, he can discuss with his doctor…

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Use Case 5: Video Interview Process
Enable export of IBM Kenexa data into web app that allows scheduling of video calls with recruits…
Streamline the recruitment process and reduce latency between rounds.
• Join a scheduled interview
• Update comments on
feedback templates (During
and After Interview)
Interviewer
• Schedule an interview ( Multiple Interviews
in a Single Round / Multiple Rounds
• Import Job data from brass-ring
spreadsheets
• Join a scheduled interview
• Update comments on feedback templates
HR-User
Video Stream
Video Service

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Schedule Interviews

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Interviews Scheduled

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Do interview, collect interview feedback

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Interviewer Feedback

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Talent Aquisition
Recruitment and HR
professionals can
assess candidates face-
to-face regardless of
location to reduce time-
to-hire and improve on-
boarding.
Sales Management
Account and channel
management teams
maintain regular
contact, review
opportunities and
manage relationships
with customers and
partners.
Distance Learning
Training and
development
curriculums can be
cost-effectively
delivered remotely by
experts while increasing
interactivity and
knowledge retention.
Project Management
Facilities and real estate
teams can easily share
blue prints with
suppliers and remotely
inspect sites to improve
project cycle-times and
outcomes
Business Functions – Horizontal Applications
Facilities / CRE Sales ManagementHuman Resources Corporate Training

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Customer Service
Banks, insurance and
brokerage companies
can add video to
Internet and mobile
service channels to
enable face-to-face
interactions with
advisors.
Video Interactions
Broadcasting, media
and production
companies can invite
celebrity guests and
viewers to remotely join
a show or manage
castings and auditions.
Project Management
Legal, accounting, IT
and other consulting
firms can improve client
service and shorten
project lead times by
creating virtual and
borderless project
teams.
Enterprise Market - Vertical Applications
Remote Support
Pharmaceuticals,
textile, automative and
FMCG , manufacturers
can get remote video
support instantly from
any supplier to reduce
downtime.
Manufacturing EntertainmentFinancial Services Business Services

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Crisis Management
Oil and gas, mining and
utlities companies can
rapidly respond to any
situation by
collaborating with first
responders, hospitals
and authorities.
Guest Services
Hotels, resorts,
business and
conference centers can
improve supplier
management and guest
services by offering
video collaboration as a
service.
Video Connections
Retail chains and on-
line stores can quickly
invite people visiting
outlets, facebook or
web pages to connect
live via video and
sollicate direct
feedback.
Passenger Services
Railway, bus, cruise and
and airport operators
can differentiate
themselves by offering
new video collaboration
services to passengers
and partners.
Enterprise Market - Vertical Applications
Transportation HospitalityEnergy Retail

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Collaborative Education
The most innovative learning
environments today provide
faculty and students the ability
to be located anywhere, use
any device, and use multiple
modalities for delivering and
accessing content in a teaching
and learning environment.
Collaborative Government
Solutions
Explore new methods of
working and collaborating
across traditional jurisdictions
and sectors to identify,
understand, and address
emerging public sector social
problems.
Care Collaboration, and
Wellness and Prevention
Reach across the continuum of
care to connect patients and
providers in a seamless easy
manner regardless of location
Public Sector – Vertical Solutions
Education Government Healthcare

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Next steps
• With this approach, most of the projects will be a « first of a kind »
− Check #defydistance marketing campaign.
− Interesting ideas and numbers you can use
− Engage
− PGS Advanced Services team (Muthu and Darrin Stacey)
− Your preferred partner

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Questions ?