Realizing the Business Value of Converged Applications

IBM Business Consulting Services
Realizing the business value of
converged applications
White Paper
Fred Winegust, solutions manager - Emerging Broadband Solutions, IBM Sales and DistributionLisa Schmidt, worldwide strategist, Wireless Broadband and Sensing Solutions Skip Wentzel, program leader, Office of the IBM Chief Information OfficerIBM Business Consulting Services IBM Business Consulting ServicesPage 2 Page 3IBM Business Consulting Services IBM Business Consulting ServicesPage 2 Page 3
Table of Contents Converged networks: more than cost reductionThere are many compelling reasons to put voice, video and data traffic on a 3 Converged networks: more than single Internet protocol (IP) network. According to IDC, an enterprise with cost reduction a headquarters office and 7 to 10 branch offices typically saves 20 percent on 4 Taking convergence to the next level its annual information technology (IT) costs by choosing convergence over a 4 Breaking down communication 1barriers traditional network design. A consolidated communications platform is also easier 5 Converged applications add and more economical to sustain than multiple networks built on diverse, separate business value infrastructures. Security and redundancy are simplified, support and maintenance 8 Leading innovation in open- are streamlined, and IT administration costs are reduced when multiple networks standards-based IP communications are converged onto a single pipe. 10 Implementing SIP in the enterprise: IBM example12 The time is right for application One of the most well-known benefits of IP convergence is the bypassing of convergence international toll charges through Voice over IP (VoIP). However, the real value 12 IBM: well-positioned to lead business transformation of migrating to a converged IP network is that it opens the door to creating 13 Getting started next-generation customer relationship management (CRM) and contact center 15 For more information applications capable of integrating unified messaging, streaming media and intelligent call routing across many sales and customer support channels. These next generation converged applications will be the key to leveraging the full value of converged IP networks.IBM Business Consulting Services IBM Business Consulting ServicesPage 4 Page 5
Highlights Taking convergence to the next level Converged networks have given users the ability to receive all forms of Converged networks have given users communications using a variety of end-user devices. Laptops can become phones. the ability to receive all forms of com- Users can send instant messages from workstations to a mobile device. But many munications using a variety of end-user organizations, particularly those with a service component, must closely manage devices. the efficiency and effectiveness of service delivery or risk customer dissatisfaction.
It is through converged applications that companies will truly optimize and integrate service delivery channels to help increase revenue, capture customer value and differentiate successfully. These benefits should be the driving force behind a migration to converged networks. Cost savings should be reinvested in the development of converged applications that encourage cooperation and integration between business units and enable businesses to differentiate themselves by supporting their customers with new services and functionality.
Breaking down communication barriersConverged applications are software programs that extract information from the underlying converged network to seamlessly deliver a combination of data, voice, video and other information streams. While a converged network brings together multiple protocols and networks and allows them to flow and be managed over a single, integrated platform, the converged applications integrate dissimilar applications to remove built-in barriers that prevent seamless communication. In this way, converged applications give business leaders an opportunity to integrate historically separate sales and customer support channels (call centers, branch offices, retail venues, Websites, etc.) to:
. Enhance brand awareness and facilitate cross-selling. Leverage realtime collaboration technologies (instant messaging, voice chat and video) to enhance customer interactions as well as to leverage product specialists. Use self-service and remote systems to encourage the automation... [download for more]