People-oriented: the development of unified communications and collaboration for Enterprises

We are in a rapidly changing society. Explosive growth of data and applications; the boundaries between enterprises and consumer goods, communications and the Internet and many other fields are gradually blurred; the working patterns and habits of the new generation of employees who have grown up in the Internet information age have changed dramatically. In this tide of transformation, where is the foothold of Enterprise Unified Communication and collaboration?

In the face of complicated technological changes, industrial integration, and model innovation, it is necessary to return to the essence of things and carefully examine the core purpose of Enterprise Unified Communication and collaboration? Enterprise Unified Communication and collaboration allow people to freely collaborate on voice, video, and data anytime and anywhere through any device or network. From another perspective, "people" must be freed from the many collaboration barriers brought about by time, location, device differences, network differences, and organizational gaps to achieve free and convenient collaboration. It can be seen that "people-oriented" is the eternal topic for the sustainable development of unified communication and collaboration.

"People-oriented": maintain and improve employees' personal collaboration habits and experience

Taking the most traditional voice call business as an example, employees experience dialing, hanging up, and adjusting the volume on IP phones, it must be maintained on PCs, smartphones, tablets, and other soft clients and even Web clients, ensuring user experience consistency across multiple terminals. This requires a consistent dial-up interface and control design, which are closely integrated around the user experience.

Nowadays, there are more and more self-owned equipment around enterprise employees, and they have formed stable usage habits, they are eager to use their own familiar devices to flexibly work in BYOD/BYOA anytime, anywhere ). Enterprises should respect and maintain their existing usage habits and move their applications to the most terminal. On the one hand, it can improve efficiency and reduce learning costs, on the other hand, it also greatly promotes energy conservation and consumption reduction, and improves comprehensive benefits. Security concerns of enterprises can be guaranteed through mobile device management and other technical functions.

In addition, the new generation of employees have grown into a social networking environment on the Internet. They are used to social collaboration modes such as forums, blogs, wikis, and crowdsourcing, and are willing to create and share their work. By creating new collaboration kits such as enterprise social collaboration communities and team spaces, they will maximize their social collaboration habits, accelerate information aggregation and sharing, and maximize the value of enterprise collaboration.

In the collaboration process, employees also encounter a real problem, that is, how to achieve seamless collaboration with upstream and downstream partners on the premise that the existing business experience remains unchanged. For example, Boeing produces 737 components for each 367,000 aircraft, which come from its hundreds of component suppliers, and employees of each supplier are using the UC system deployed by their own company. To achieve real-time product development collaboration between the Boeing R & D team and hundreds of supplier employees, it is impossible for all supplier employees to discard existing UC usage habits. Only by respecting and maintaining the habits of their employees, can UC Federation technology be used together to achieve seamless integration of UC business and the Collaboration effect of "One Team" be achieved. With the help of UC Federation, Boeing maximizes the existing UC experience of all its employees and effectively meets the demand for higher efficiency and lower costs. In 2014, the monthly shipment of 737 models will continue to increase by 20% over 12 years, that is, the monthly shipment of 35 models will be increased to 42.

The above mainly discusses how to continue and maintain the existing collaboration habits of employees. This is the basic principle of "people-oriented" collaboration. Further, we also need to think about how to further improve the existing collaboration experience of employees? First, the comprehensive sensory experience in the collaboration process is continuously improved based on the actual collaboration needs of employees, especially the scenario requirements. For example, high-bandwidth 24 K/32 K sampling) surround stereo sound frequency technology can provide a more fidelity auditory experience, 3D/holographic technology can provide a more realistic video experience, the excellent somatosensory design will greatly improve the comprehensive experience of virtual touch, stress, temperature, and ontology in the collaboration process. The second is to organize and optimize collaborative business flows based on the actual positions and roles of employees. For example, for first-line sales personnel, their work scenarios are mainly customer visit-type nomadic scenarios. In terms of business flow optimization, they need to pay more attention to their mobile work experience, and improve its ability to solve problems in real time based on Presence/IM/mobile conference, to achieve smooth and real-time collaboration with presales technical managers and global expert resources), so as to improve the sales promotion efficiency, achieve one-stop sales.

"People-oriented" 2: maintaining and improving the customer collaboration experience

Customer collaboration is mainly oriented to the business of the contact center, and its original market demand is driven by customer interaction. Telephone Service is the most typical channel for customer interaction. With the rapid development of Internet technology, the types of interaction channels available to customers are increasing. Based on the original telephone interaction, multiple network channels such as Email, IM, and FaceBook are rapidly added ). Different customer needs lead to different requirements on Collaboration experience. For example, due to the digital divide, customers in some elderly people or in some less-developed regions prefer to use telephone channels to obtain services. The new generation of the Internet is more happy to use social media channels that are used to getting started. Therefore, customer collaboration must also respect and maintain the customer's existing habits and preferences.

How can we further improve the customer collaboration experience? Background awareness is one of the key elements to improve the customer collaboration experience. Imagine that when the agent receives a call, he can predict the basic requirements, historical requirements, personal characteristics, and other background knowledge of the caller in advance, the agent can take appropriate communication methods to efficiently solve customer problems. Background awareness is a process of transferring, accumulating, and calling customer information. Multi-channel pull can be considered as a form of background awareness. Agents can gather and share information based on customers' multi-channel input to provide predictable and more accurate service responses. Likewise, with sufficient customer information accumulation and background awareness, the agent can accurately locate the potential needs of the customer. On this basis, the agent can implement precise marketing through the proactive outbound call service, this helps the contact center transform from a cost center to a profit center.

Our pursuit of free, convenient, and collaborative experience will never end. Therefore, the development of unified communication and collaboration in enterprises must be people-oriented and experience-oriented. Successful Enterprise Collaborative development decisions must be based on research and mining of "people" needs, rather than being dominated by technology and led by technology. Technology is always just an enabler to better meet human "people-oriented" collaboration needs.