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What the heck do we use the phone for? Michael Roth, Senior Systems Engineer, BT

What the heck do we use the phone for? Michael Roth, Senior Systems Engineer, BT. A Taxonomy of Telephony. Focus on Function. Three Varieties of Dial-Tone Knowledge Worker Location Based High Value Background Thinking developed while VP for Telecommunications at Wells Fargo Bank

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What the heck do we use the phone for? Michael Roth, Senior Systems Engineer, BT

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  1. What the heck do we use the phone for?Michael Roth, Senior Systems Engineer, BT

  2. A Taxonomy of Telephony

  3. Focus on Function • Three Varieties of Dial-Tone • Knowledge Worker • Location Based • High Value • Background • Thinking developed while VP for Telecommunications at Wells Fargo Bank • Merger with First Interstate Bank • One state (CA) to multiple states • One Vendor (NT) to multiple vendors • Needed a quick way to qualify designs and solutions

  4. Knowledge Worker • Wanting to talk to somebody specific • You are calling to talk to me • Functionality • Single button access to features (easy to navigate) • Voicemail (with message indication) • Two lines • Display • What it looks like • One phone number/One person • Mobile phone • Fixed-Mobile Convergence

  5. Location Based • Don’t care who you talk to • Pizza Shop • Just answer the phone, please • Functionality • Few features (they are getting calls) • No Voicemail • As many lines as you have callers • Multiple phones with same line appearances • What it looks like • Squared Key system • Any one can/will answer the phone

  6. High Value • Don’t care who you talk to • More than answer the phone • More Important • Who is calling • What are they calling about • Functionality • Ability to ID caller/subject of call • Basic decision • Cheapest way to deal with customer • Best way to deal with customer • What it looks like • Call Center • Trading Turret

  7. Why Bother? • Nice Academic Exercise • Where we get into trouble • Technology follows function

  8. AneComm 2008presentation –http://eCommMedia.comfor more

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