The Next Wave of Collaboration
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Learn about the next wave of collaboration, where progressive companies are fundamentally re-wiring their businesses to communicate seamlessly and effectively across distinct work groups, locations, platforms and devices. This discussion will provide practical steps to start from where you are today and how to leverage the emerging set of tools and resources that can transform how your company competes.
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The Next Wave of Collaboration
- 1. © 2018 Mitel. Proprietary and Confidential. Giving Machines A Voice - How IoT Can Ignite a Third Dimension of Collaboration Wes Durow, CMO, Mitel
- 2. © 2018 Mitel. Proprietary and Confidential. The Fourth Industrial Revolution #MarcoTradeshow18 1800 1900 2000 1784: First mechanical loom 1870: First assembly line 1969: First programmable logic controller Today FIRST STEAM POWER AND MECHANIZATION Water and steam power is used to create mechanical production facilities. SECOND MASS PRODUCTION AND ELECTRICAL EQUIPMENT Electricity lets us create a division of labor and mass production. THIRD COMPUTERS AND AUTOMATION IT systems automate production lines further. FOURTH IoT and cloud technology automate complex tasks. CYBER-PHYSICAL
- 3. © 2018 Mitel. Proprietary and Confidential. Adaptive More Accessible Smarter Technology is Transforming How Business is Done #MarcoTradeshow18
- 4. © 2018 Mitel. Proprietary and Confidential. How We Choose to Collaborate is Changing #MarcoTradeshow18 Omni- Channel Cross- Channel Multi- Channel Single Channel We now spend: 26Minutes a day texting 6Minutes a day on voice calls&
- 5. © 2018 Mitel. Proprietary and Confidential. Anything That Should Be Will Be: Connected Intelligent Real-Time Customizable Multi-Platform
- 6. © 2018 Mitel. Proprietary and Confidential. Autonomous Robotics Connectivity Internet of Things Cyber Security System Integration Big Data & Analytics 3D Printing AI / NPL / Bots Sensors / Beacons Team Collaboration DATA
- 7. © 2018 Mitel. Proprietary and Confidential. The Organizational Center Has Shifted #MarcoTradeshow18 35% Information Worker (uniforms) 45% Service Worker (boots) 20% Knowledge Worker (suits) Organizational Center Expanding throughout the business: Real-time, automated, action-oriented
- 8. © 2018 Mitel. Proprietary and Confidential. The Subscription Economy
- 9. © 2018 Mitel. Proprietary and Confidential. 9 Today’s customers judge us by their Last Best Experience
- 10. © 2018 Mitel. Proprietary and Confidential. Speed is the new currency
- 11. © 2018 Mitel. Proprietary and Confidential. By 2020: CUSTOMER EXPERIENCE will overtake Price and Product as the key brand differentiator Source: walkerinfo.com
- 12. © 2018 Mitel. Proprietary and Confidential. 80% of companies say they deliver superior customer service 8% of people think these same companies deliver customer service worthy of a superior rating YET Sources: Forrester 2017.Source: Bain & Company
- 13. © 2018 Mitel. Proprietary and Confidential.Sources: Forrester 2017.Source: Bain & Company Giving Machines A Voice Acoustic Vision / Light Electro- magnetic Motion / Speed Chemical Temperature Humidity Proximity IoT Adds a Third Circle to Real-Time Communications #MarcoTradeshow18
- 14. © 2018 Mitel. Proprietary and Confidential. believe machine-to-people interactions will positively transform the customer experience. Source: Opinium Research, 2017 study for Mitel across 2,500 senior IT decision makers in NA, UK, France, Germany and Australia.
- 15. © 2018 Mitel. Proprietary and Confidential. OPPORTUNITY INDUSTRY Very Relevant Not Very Relevant Irrelevant Relevant Somewhat Relevant Manufacturing Hospitality & Entertainment Information Security Asset/Resource Management Fleet Management Workflow Management Wearables & Smart Products Cost Management Customer Advocacy Inventory Management Healthcare Government & Education Retail Field Services Facility Management & Surveillance The Solutions to Solve Are Unique By Industry
- 16. © 2018 Mitel. Proprietary and Confidential. The Underlying SaaS Solutions Are Also Unique By IndustryINDUSTRY Manufacturing Hospitality & Entertainment Healthcare Government & Education Retail Field Services
- 17. © 2018 Mitel. Proprietary and Confidential.
- 18. © 2018 Mitel. Proprietary and Confidential. Sensors H20 Pheromone Traps Better Service Less Chemicals
- 19. © 2018 Mitel. Proprietary and Confidential. Mitel Value • Reliable solution to ensure data center is monitored and alerted around the clock • Mitel enhances the workflow and provides real-time alerts for immediate response • Notifications can be sent to staff on any device in any location Mitel Enhanced Workflow Temperature Humidity/Dew Point Water Leaks Air Flow Problem • Predictive maintenance needed on critical assets • Audit trail needed to log equipment status history Solution • Contact sensors and video feed integrated with IoT middleware and Mitel Air Flow IoT + Mitel Scenario: EnvironmentalChange Maintenance Desktop Alert Video Feed PagingHumidity Temp. Water Giving Machines a Voice – Environmental Management
- 20. © 2018 Mitel. Proprietary and Confidential. Unique Mitel Value • Real-time voice, chat, video escalation and alerts • Reliable communication from sensor through workflow to resolution • Notifications on any device, in any location with confirmed audit trail Mitel Enhanced Workflow Giving Machines a Voice – Site Security Problem • Need to protect expensive assets from: • Theft/Unauthorized access • Tampering • Equipment damage Solution • Door contact, temperature, and motion sensors plus video surveillance integrated with IoT middleware and Mitel Door Open IoT Middleware + Mitel Desktop Alert SMS Alert Scenario1: DoorOpen Site Manager Temperature Threshold IoT Middleware + Mitel Desktop Alert TTS Voice Call + Conference Scenario3: Temperature Maintenance Motion Detected IoT Middleware + Mitel Desktop Alert SMS Alert Scenario2: Security Security Video Feed
- 21. © 2018 Mitel. Proprietary and Confidential. Three Steps Progressive Organizations Can Take Today 1. Build a blueprint of what to automate versus what requires personal intervention 2. Determine how best to leverage your prior investments 3. Leverage new tools to improve productivity and customer experience
- 22. © 2018 Mitel. Proprietary and Confidential. Mitel and Marco Partnership #MarcoTradeshow18 • 37-Year Partnership • Mitel Partner of the Year for Application Sales 2016 • Platinum Partner Status with all the appropriate certifications, and specializations in Cloud and Contact Center • Dedicated Mitel account team to support Marco throughout the Midwest • Over 180 Mitel certifications
- 23. © 2018 Mitel. Proprietary and Confidential. Questions? Thank you for joining us
Hinweis der Redaktion
- Will need the company’s reverse logo. If we are not able to receive it, we can alter the slide with a white background as well.
- The move to this Real-Time, Customizable and Multi-Platform world is characterized as Digital Transformation. We have undergone our own Digital Transformation at Mitel We moved from multiple CRM and ERP platforms to one We use a common HR management tool We have consolidated and connected multiple workflows And the Mitel Next dialogue is all about connecting the dots to move toward Digital Transformation.
- The world is becoming a subscription economy. You lease a car. Or maybe earn loyalty points with Uber. You vote each month whether you keep you mobile phone or internet provider. You add and delete apps on a monthly basis as you need. You purchase cloud storage for your information and data as needed. We have moved to a subscription economy and no where is that more evident than in one of our customer’s, Netflix. They win not just on product but on the customer service experience they offer.
- The next big turn is already underway. The move to deliver an AWESOME customer experience. The online social generation is expecting more and more from businesses, and they demand excellent experiences In the past: only had to worry about being compared against our competitors in the same industry Now: measured against every single company out there. No matter the type of business. Customers judge us based on the LAST BEST experience they’ve had from ANY BUSINESS. If they don’t like what they see and how they are treated – they leave.
- In a subscription economy, speed wins. Customer experience is measured by how fast your company can respond. And for Mitel, it is not only how fast we respond but also how fast the customers we serve can respond to their customers.
- Let’s talk about some of the companies we’ve been working with at Mitel that are leveraging, IoT and Big Data to reduce waste and improve customer service for their customers A large pest control company is installing water sensors in their customers lawns because they have found that pest outbreaks are linked to rain and draught events This way, they can treat when necessary and advise their customers if they need to increase watering. They have also developed rat traps with sensors, pheromone sensors for grain silos, and to sensors to track cockroaches They have found a way to be more responsive to their customers while reducing the cost and pollution of unnecessary truck rolls or using more chemicals than necessary
- Let’s talk about some of the companies we’ve been working with at Mitel that are leveraging, IoT and Big Data to reduce waste and improve customer service for their customers A large pest control company is installing water sensors in their customers lawns because they have found that pest outbreaks are linked to rain and draught events This way, they can treat when necessary and advise their customers if they need to increase watering. They have also developed rat traps with sensors, pheromone sensors for grain silos, and to sensors to track cockroaches They have found a way to be more responsive to their customers while reducing the cost and pollution of unnecessary truck rolls or using more chemicals than necessary
- Let’s talk about some of the companies we’ve been working with at Mitel that are leveraging, IoT and Big Data to reduce waste and improve customer service for their customers A large pest control company is installing water sensors in their customers lawns because they have found that pest outbreaks are linked to rain and draught events This way, they can treat when necessary and advise their customers if they need to increase watering. They have also developed rat traps with sensors, pheromone sensors for grain silos, and to sensors to track cockroaches They have found a way to be more responsive to their customers while reducing the cost and pollution of unnecessary truck rolls or using more chemicals than necessary
- Mitel is with our customers as they make their journey Improve productivity Reshape your customer experience Gain competitive advantage