14:30Ailis Konusmasi

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Gündem
1430 Açilis Konusmasi M. Sait Gözüm Genel
Müdür 1440 Kurumsal Çözümler Vizyonu Sinan
Dumlu Kurumsal Çözümler Direktörü 1500 IP
Telefonu Gerçekleri Christopher Heywood Ürün
Pazarlama Müdürü 1545 Kahve arasi 1600 IP
Telefonu Gerçekleri Christopher Heywood Ürün
Pazarlama Müdürü 1620 Çalisirken Güvende
misiniz? Rober Turner Ürün Pazarlama
Müdürü 1705 WLAN ile Gezginlik Burçin
Açan Kablosuz Çözümler Uzmani 1730 Kokteyl
www.nortelnetworksnetas.com/informistanbul_2003.ht
m
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What is the REAL Business Case for IP Telephony

• Chris Heywood
• Product Marketing Manager
• Succession Enterprise Portfolio
• Succession IP Phone [phone]
• cheywood_at_nortelnetworks.com

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Its Not Just Telephone Numbers
IP Telephony ? IP Phones
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Why Now?
- Supporting Technologies
Applications
IP Telephony
IPSec VPNs
Broadband
Wireless LAN
3G/GPRS
Hotels
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Why now? Culture

• People expect new technology everyday and are
  happy to accept it.
• Whats new in 2003
• iPOD pocket jukebox
• Intel Centrino wireless technology
• USB memory stick with Biometric scanner
• Sony Blu-Ray blue light laser DVD technology
• Microsoft Pocket Phones

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Why now? - Maturity

• VoIP Technology has been in use for over 5 years
• There are 5000 Nortel Networks IP PBX installed
  in the UK alone
• Last year Nortel Networks supplied IP telephony
  solutions to 6,500,000 users

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Business Case Drivers
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IP Telephony Benefits
Cost reduction
Increased productivity
Innovation in customer service
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Cost Reduction
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Nortel Networks Costs
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ASG, Global Deployment

• Centralised voicemail There is an immediate cost
  saving of 10-15,000 per office
• Cost savings We have saved 70 on international
  long distance bills
• Customer service Symposium Express skills based
  routing to direct calls by language to the right
  agent over the VoIP network tighter integration
  and reduced costs

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United Agri Products(UK)

• 50 of call spend used to be to other UAP
  locations
• Savings of over 150k over 3 years using Toll
  Bypass on ITG trunk and Remote Office 9150
• We felt like we had won the lottery when we
  found that the Meridian ITG fit seamlessly into
  our existing data network
• Remote Office 9150 enables two physically
  separate Meridian Call Centres to act as one
• We can now alternate weekend shifts from one
  call centre to the other.
• During the recent floods when employees could
  not make it in to work for several days the work
  was taken up by the other location

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Productivity
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Return on Investment
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Technology is a Double Edged Sword
Expected response times
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Time Pressure Generates Stress

• Nearly one in three of Europe's workers, more
  than 40 million people, report that they are
  affected by stress at work. It's responsible for
  millions of lost working days every year.
• Work-related stress costs society between 3.7
  billion and 3.8 billion every year
• Fear of not achieving objectives causes stress
• Stress reduces productivity

Source EU
Source UK HSE
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Call Centre Agency
Created a virtual call centre using IP Telephony
Higher overall productivity through resource
sharing, lower levels of sickness, and a decrease
in employee attrition. Happier and more
productive home workers available at hours that
co-incide with clients peak times (15
productivity increase) VoIP allows us to
control, manage and monitor the new centre as if
it were simply another floor of our main
building Mr Scott, Head of Telephony Creation of
1 virtual contact centre replication across all
sites including home based sites between 10 and
30 savings on operational costs
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Innovation in Customer Service
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Bydel Gamle Oslo(Norway)

• Small locations can be fully integrated without
  the expense of a PBX on site
• Some dramatic cost savings are beginning to add
  up as calls are completed using the Wide Area
  Network (WAN) network. "Generally speaking, we
  have saved 260Euro per month, per site adding up
  to almost 150,000Euro per year!"
• The most important and noticeable improvement is
  the improved service to the citizens of Bydel
  Gamle Oslo.
• Optivity Telephone Manager is providing
  centralised control and analysis from a single
  location dramatically allowing network managers
  to work proactively and efficiently.

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Health Provider
Needed to provide telephone based healthcare
advice to both English and Welsh speakers. The
call centre was based in SouthWales with most
Welsh speakers living in the north. IP
Telephony was used to provide Welsh speaking
remote agents in the North
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Communications are changing
From
To
Talking Collaborating
Delayed Immediate
Reactive Proactive
Dependent Adaptive
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Engaged Business Architecture
Advanced Applications
Open APIs
Dynamic Communication Services
Open standards
Advanced Business Connectivity
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Dynamic Communication Service Sets
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Gündem
1430 Açilis Konusmasi M. Sait Gözüm Genel
Müdür 1440 Kurumsal Çözümler Vizyonu Sinan
Dumlu Kurumsal Çözümler Direktörü 1500 IP
Telefonu Gerçekleri Christopher Heywood Ürün
Pazarlama Müdürü 1545 Kahve arasi 1600 IP
Telefonu Gerçekleri Christopher Heywood Ürün
Pazarlama Müdürü 1620 Çalisirken Güvende
misiniz? Rober Turner Ürün Pazarlama
Müdürü 1705 WLAN ile Gezginlik Burçin
Açan Kablosuz Çözümler Uzmani 1730 Kokteyl
www.nortelnetworksnetas.com/informistanbul_2003.ht
m