The Workforce of Tomorrow
Jim Burke
CSC
Director Market Solutions
Unified Voice Communications
September 30th, 2008
BUSINESS MADE SIMPLE
Lee Koelbl
Nortel
Director Business Development
Hosted Solutions
Discussion Topics
• Characteristics of the Workforce of Tomorrow
• Specific Challenges and Needs
• Case Study: How Nortel is Addressing Workforce of
tomorrow
• Addressing Needs with Communications Solutions
2
The Workforce of Tomorrow
Technology Elite
Currently in mid-20s
Technology integral to daily life
Never known a world without Internet or cell phones
Wired GenXer’s
Currently in mid-30s
Comfortable with technology, but view it as tool to
manage busy lives
Wired Baby Boomers
Many not retiring yet, but seeking new career; work
must be personally meaningful
Comfortable with technology, but mainly use it for
information gathering
Source: Gartner, “Future Worker 2015: Extreme Individualization,” March 27, 2006
Attributes of All Groups
• Demand flexibility in
work-style, hours, and
locations
• Require ability to
personalize tools
• Exhibit a more
independent work style
• Need solutions to support
remote collaboration
Distinct Workforce
Segments with
Distinct Values
Top IT Talent Does Matter
Concerns on Pursuing, Engaging
and Refreshing Top Talent
• Enterprises failing to innovate and
adapt to changes in working and
social patterns will miss
performance targets
• By 2015, only 40% of enterprises
will apply innovation to finding,
engaging, and refreshing top talent
No Concern
Slightly Concerned
Moderately Concerned
Highly Concerned
• Remote and long distance work will
increase in volume and intensity
• By 2015, workers will spend 80%
of time working collaboratively
despite geographic diversity
The Challenge: Top Talent Required to Deliver Business Results
Source: Gartner, “The Quest for Talent in a Digital Age: New Thinking, New Challenges, New Assumptions,” June 26, 2007
Challenges and Needs
• Collaboration with Peers is a must despite geographic and cultural
diversity – “Social Networking applied to Work Environment”
• Tele-work and flexible scheduling are / will be a must; leading and
motivating off-site, out of sight work will be crucial
• Retention strategy should include long term evaluation on an
employee’s total future value and not just current performance in role
• Develop key employees into “versatilists” via cross functional
team experience
• Collaborative ventures, cross-disciplinary projects and work teams will
become dominant work styles
• Increasing collaboration and innovation will reward autonomy and
change the role of management to resource management, priority
setting, and negotiation
Workforce Table Stakes:
Collaboration and Flexibility
Sources: Gartner, “Here We Go Again: A CIO’s Guide to Employee Retention and Engagement,” November 3, 2006
Gartner, “The Quest for Talent in a Digital Age: New Thinking, New Challenges, New Assumptions,” June 26, 2007
Importance of Collaboration and
Accessibility
Increasing Collaboration Time
Work Styles
Different Time and Different Place
Same Time and Different Place
Same Time and Same Place
Working Alone
Percentage of individual performance
depending on group input
Source: Gartner, “Future Worker 2015: Extreme Individualization,” March 27, 2006
Nortel Example
IT changes implemented to address evolving
work style requirements
Employee Mobility at Nortel
We know…
• Only 42% of employees are at their desks at peak
time
• 89% of laptop users routinely access the network
remotely
• Mobility index  22% in 2007
We need to…
• Enable the way people already work
• Release tethers that anchor people
• Increase collaboration & teamwork
So we can…
• Achieve up to 3:1 seat utilization
• Save up to 1 million ft2 office space
Mobility Options at Nortel
• Global free-address
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•
Frequent traveler, 40-80% of time spent away from primary office
Drop in office space
Find me / follow me voice service
Laptop with UC Client, plus BlackBerry or cell phone
• Local free-address
•
•
•
•
60-100% of time in Nortel building, but not at fixed desk
Shared office space
Find me / follow me voice service
Laptop with UC & WLAN
• Full-time home worker
• 60-100% of time in home office; no dedicated Nortel office
• Office equipment, ergonomic advice, broadband access
• Desktop or laptop with UC client + IP phone @ home
• Part-time home worker / day extender / fixed
address
• Standard office at Nortel, 20-40% of time at home (part-time/day
extender)
• Laptop/desktop with UC client & access to corporate network
Different solutions based on job requirements
CUSTOMIZED MOBILITY TOOLKIT
Mobility at Nortel
Delivers results
• Over 24,000 employees use laptops to securely access voice and data
applications from anywhere. In a typical month:
• 84% used VPN access
• 78% used UC/VoIP client
• VoIP reduces calling card, long-distance and telephone charges by
57% for executives, 42% for sales reps, and 90% for telecommuters
• Home-based working avoids $22 million/yr in real estate costs
• 15% improvement in productivity
• 8,000 use WLAN every month
• 30-60 minutes/week immediate productivity gain
• 75% reduction in cabling requirements
• Integrated Work Environment with potential 1 million ft2 space reduction
Multimedia Rich Environment
at Nortel
Benefits Derived
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Connect our internal and external users
Reduce costs for travel
Boost employee collaboration
Facilitate both directed and
broadcasted communications
Video
Conferencing /
Telepresence
Webcasts/
Podcasts
Network considerations
• Multicast
• QoS
• Interoperability
Infrastructure considerations
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Content & caching servers
Multimedia apps
Automated tools
Standardized templates
Web
Collaboration
eLearning
UC Strategy
Integrated communications and applications
• Target sweet spots
• Sweet applications: Conferencing, IM
• Sweet users: Mobile people, execs,
teleworkers
• Integrate with business and IT strategy
• Federation with partners, customers,
suppliers
• Reduce costs through toolset (e.g.. soft
clients), real estate and IT centralization
• Enable globalization…anytime,
anywhere
How to Deploy Technology to Meet the Needs
of Tomorrow’s Workforce
Technology Transition
• Create a communications platform
that quickly adapts to changes
• Demand growing for 24/7 activities,
mobility, web conferencing, and telepresence
• Social networking increasingly
important for collaborative work (wikis,
blogs) and may augment/replace
today’s web-conferencing
• Create three- to five-year workplace
strategies to accommodate
multigenerational needs for work-life
balance, remote and flexible work
arrangements, and high interactivity
Hosted IP Communications Platform
Immediate cost reduction from:
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•
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•
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Network convergence
Minimizing toll expense
Reduced Access trunks
Simplifying network complexity
Centralizing system configuration and
management
Future benefits from:
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•
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Increased employee productivity
Easy addition of new sites
Customized migration plan to VoIP
Network-based applications
Foundation for new capabilities
Source: Gartner, “Future Worker 2015: Extreme Individualization,” March 27, 2006
Communication Enabled
Business Process Approach
VoIP
Business Optimized Communications
Phase 1
Network
Convergence
IP Telephony
Phase 2
Communications
Convergence
Phase 3
Business Application
Convergence
Unified Communications
Communications Enabled Applications
(SIP)
(SOA)
(IP)
Network Consolidation
TCO &
Virtualization
Converged
Data Network
Multimedia
Applications
Anywhere
Anytime
Any Device
Consistent
Experience
User Initiated
Event Initiated
Person/Group
Productivity
Simplicity &
Effectiveness
Business
Productivity
Business Optimized Network
Value
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Hosted IP Telephony
Service Applications
• Scalable extension
of voice services
• Single wire plan
• Seamless dial-plan
for all locations
Migrate one line at a time
• “Hot desking” reduces the
cost of moves/adds/changes
• No “forklift” required
Existing Campus
• Full access to corporate network
from anywhere
• Increased productivity
• Access to the same voice features
Mobile Worker - Teleworker
New Campus
Branch Office
• Cost effective extension of services
• Single dial-plan for all locations
• Mobile workers use the same number at all sites
Business Continuity
• Resume business operations immediately
• Customers still find you the same way
• Contingency backup cost included
Flexibility, Business Agility, Risk Reduction
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Unified Communications
Business
Grade
Telephony
Across
Devices
•
Advanced applications such
as Presence/IM, UM and
Video Conferencing
•
Transparent services across
multiple devices
•
Email &
Unified
Messaging
Across
Networks
Single Identity
& Presence
Location independence
(office, home, remote
sites…)
Business
Processes
Instant
Messaging
Common
Directory
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Conferencing
Streamlined Communications…Enhanced Business Performance
Hosted Unified Communications
Service Applications
• Leverages find me/follow me capabilities to
provide user control
• Improves exchange of information
with desktop collaboration tools
• Call logs allow for convenient click
to call and directory access
• Work from home as if
you’re in the office
Home Office Worker
Project Team Member
Office Worker
• Enriches interpersonal communication through
video calling
• Increases prompt responsiveness for high priority
items
• Enables more efficient communications by
providing real-time user availability
• Reduces costs by combining voice,
multimedia and data over broadband
Mobile Employee
Road Warrior/Executive
• Consolidates multiple communication devices
• Enhances users’ communications freedom by
providing a palette of media choices
• Full access to corporate network from anywhere
Productivity, Flexibility, Mobility & Innovation
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Hosted Solutions
Premium Unified Communications Package
• Provides collaboration, call
routing, and contact
management
• Increase effectiveness and
collaboration
• Multiple Hard, Soft and Web
client options
• Video calling and Meet- Me
Conferencing
• Collaboration tools for
distributed work groups
• Enables “Virtual
Enterprise” anywhere,
anytime communication
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Unified Communications:
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Premium IP Telephony
MM Soft Client
Web Client
Address Book/Directory
Dynamic Call Handling
Answer, Decline, Redirect, Ignore,
Forward to: (i.e VM)
User Defined Call Routing
Click to Call
Click to Dial via Logs, Contacts
Client based Call Logging
Network based Call Logging
Microsoft Outlook Plug In -Calling
MS Outlook Contacts Download
Instant Messaging
Secure Instant Messaging
Presence (Automatic & Manual)
Chat
Picture Caller ID
User Defined Call Screening
Simultaneous Ring
Sequential Ring
Buddy List (10 Entries)
Personal Agent
Premium Unified
Communications:
Unified
Communications +
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Video Calling
Audio Meet Me Conf. (6 Parties)
Video Ad Hoc Video Conf
3 way
White Boarding
File Transfer
Web Push
Internet Co-Browse
Nortel + Microsoft
Hybrid Solution - UC Solution for Enterprise
> Enterprise Premise
FMC
Users
> Hosted Solutions Center
Nortel
Phone Set
FMC Solution
Mobility Services
Self Service
Provisioning
Portal
PSTN
NAT
MS Office
Communicator
Media Services
Business Voice
Nortel
Provisioning
PSP
Media
Gateway
Nortel
MEN/data
NAT
CS2000
SBC
(ACME)
Exchange 2007/OCS
Active
Directory
Nortel Multimedia
Conferencing
Nortel
Phone Set
OCS 2007
Exchang
e
SharePoin
t
UM
MS Office
Communicator
Nortel
(Load balancing
and
Acceleration)
Large Customers are buying OCS
Connecting CS2K-OCS provides UC to
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Enterprise
customers
Enterprise 2
Enterprise 4
Enterprise 3
Nortel and CSC Together
CSC Hosted Unified Voice Communications, backed by
Nortel, combines the strengths of CSC’s expertise and
experience in delivering and supporting multi-vendors
communications solutions with Nortel’s carrier-grade, unified
communications platforms and services
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How Do CSC and
Nortel Help You
End to End
• Customer Premise (Desktop/LAN)
• Network Services (WAN)
• Network Applications (Data Center)
Application
Breadth
• Communications
• Desktop PC
• Server Applications
Business Model
Choice
• Hosted Utility Model
• Managed Applications
• Out Right Sale of Equipment
Complete Solutions Backed by CSC and Nortel Expertise
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Hosted Unified Voice Benefits
Summary
> Predictable costs with no up-front capital
> New/emerging capabilities and benefits
> Secured and flexible Home office solutions
> Rapid Deployment
> Business Continuity
> Virtual IP Contact Center solutions
> Pay — and scale — “as you go”
> Cost effective, high quality, easy to use
> Reduced Application Integration Costs
> Secure, reliable and highly available
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Questions