Collaboration: an outlook for 2008 and beyond

1. Collaboration: an outlook for 2008 and beyond Bell Canada- CANNUA Fall, 2008

2. Agenda For Discussion Today Hour 1: Overview Presentation Connect, collaborate, compete are the watchwords of today

3. Collaboration Today’s business environment is rapidly changing Increasingly distributed mobile workforce Globalization Changing demographics of today’s workforce Employee democratization, empowerment and work-life balance Greater need for real-time communications between employees, customers and partners Connect, collaborate, compete are the watchwords of today

4. 1 With employees to share knowledge and streamline workflow processes With business and supply chain partners to 2 accelerate innovation and reduce time - to - market 3 With clients to build loyalty through higher quality, more consistent interactions Collaboration defined Collaboration is about the way people interact and work to achieve results. Collaboration takes place…. ….in real-time through direct interaction (discussions, virtual meetings, etc.) ….asynchronously through information and document sharing and makes virtual teams a reality

5. How Collaboration helps businesses Business Challenge Improved service - Rapid response to customers Efficiency - Faster innovation and development Distributed work force - Globalization and multiple locations Mobile workforce - Significant amount of activity outside the office Evolving workforce - tech savvy generation that expects instant interaction Reduce travel – cost and time impacts • Solution/Benefits • Personalized interaction through user centered portal design and multi-channel integration • Sharing of design information and corporate data in real-time • Linking the work force through integrated applications and greater availability of information or documents • Wireless and presence-enabled conferencing to enable effective communication to field officers • Real-time interaction and access to information appeals to millennial generation • Reduces travel costs and increases social responsibility (greenhouse gas reduction) As a leading expert in the convergence of voice and data, addressing these needs is a natural evolution for Bell

6. Bell Collaboration Maturity Model- Technology Aspects Creating a highly effective ecosystem is a journey requiring a roadmap that defines where an organization is today and the path it needs to take to build. The Bell Collaboration roadmap model is based on our own experience and primary research with our customers. Multi-enterprise Supply Chain Integration, Business Process Transformation, Identity and Access Management Process-centric UC, Directory Management, Profiles Management, Enterprise Search, Wiki, Secure content Service or IM, Presence, Calendaring, Audio/Video/Web Conferencing, Team Groupware, Document Management Social Computing, Anytime/ Anywhere Connectivity, Individualized Delivery of Services, User-created Content and Applications …and ? User-centric Level 2 – Enterprise level collaboration eMail (wireline / wireless), voice services (wireline/wireless) Level 1 – Workgroup level collaboration Level 3 – Contextual collaboration Level 0 - Elemental

7. Collaboration stages 4 key collaboration levels: 0. Elemental- email (wireline / wireless), voice services (wireline/wireless) 1. Workgroup level– instant messaging, presence, calendaring, audio/video/web conferencing, team groupware, document management 2. Enterprise level – unified communications, directory management, profiles management, enterprise search, knowledge management, wiki, secure content service 3. Contextual: Process-centric - multi-enterprise supply chain integration, business process transformation, identity and access management OR User-centric - social computing, anytime/ anywhere connectivity, individualized delivery of services, user-created content and applications Most organizations are between 0 and 1

8. Exchange of information & ideas is facilitated and encouraged across the whole organization, with a broader scope than for specific projects or tasks. Global awareness and utilisation of competencies, knowledge and content throughout the organization. Trust in content based on corporate taxonomy, author’s or authoring team’s role in the organization. Contact network widens, new contacts established though the roles in the organization. Structured & more result-oriented exchange of information, ideas & documents, partly one to one, partly with a community. Local awareness of competencies, knowledge and content (team / business unit). Trust in content based on a mix of personal trust in author/sender and his role in the workgroup (team / business unit). Some contacts created through belonging to a team / business unit. Ad hoc exchange of information, ideas & documents, mostly one to one. Minimal awareness of competencies, knowledge and content creation in the organization. Trust in content based on trust in author or sender. Contacts created through personal initiative. Bell Collaboration Maturity Model- Cultural Aspects Exchange of information and documents embedded in work processes and result-oriented; goes across the enterprise boundaries allowing for a rethinking of linear delivery processes. Process-centric awareness of competencies and resources (not more, not less). Trust in content based on integration in process steps and roles. Contacts created through process definition and roles. Process-centric or Exchange of information, ideas and documents as part of communities of interest is a way of life. Awareness and utilisation of competencies, knowledge and content through social networks (within and across the organization boundaries). Trust in content develops through social networks (recommendation, rating). User is at the center of his contact network which grows through dynamic meshing. User-centric Level 0 - Elemental Level 2 – Enterprise level collaboration Level 1 – Workgroup level collaboration Level 3 – Contextual collaboration

9. Collaboration at Bell Bell is an extensive user of of collaboration tools to improve our own operations and to foster an interactive culture. We have deployed and/or developed: • Enterprise messaging and active directory (MS Exchange / OCS) • Teleworker VPN (remote access client) • Audio/video/web conferencing (Bell conferencing solutions) • Wireless solutions (cellular, Blackberry, WLAN integration) • Portal design and optimization (www.bell.ca, Bellnet) • Team workspaces (SharePoint - k-Store) • Collaborative workshops and best practices (ExCITE!TM, Co-Lab, Delta, Work-OutTM) • Web-based ideation and voting tool (ID-ah!) • Knowledge management (APKL, MKC, infoSource) • Federated presence (IM chat with Microsoft, Aliant, Xwave, CGI)

10. Bell’s Collaboration and UC Infrastructure Journey By YE 2007: - 59% account growth - Cut expense 62% to under $8/user/mth 38% growth in support calls 13 X mailbox storage increase SPAM leakage reduced to < 5% Highlights All at a time when email growth increased by factor of 42% Metrics

11. Bell Collaboration practice Bell has a dedicated Collaboration practice: A team of converged communications integrators Industry specific expertise with technology tools Solution lifecycle approach Consulting Integration Project management Operations and management Our practitioners utilize their skills and the collaboration roadmap to understand the need and create the right roadmap for a customer

12. Bell Collaboration partnerships We have partnerships with industry leaders: Nortel – Innovation Centres, BMIC Microsoft Bell Microsoft Innovation Centre (BMIC) Participation in Microsoft's unified communications launch Microsoft Gold certified partner IBM Microsoft/Nortel ICA Cisco Masters specialization in Unified Communications (first in Canada) Network certification to deliver TelePresence (first in Canada) Avaya

13. Professional Services for Collaboration Bell offers consulting, integration, and implementation services to help create a truly collaborative environment for enterprise customers, employees and business partners Assessments Messaging Health Check Active Directory Health Check Productivity Check Assessment Strategy Consulting Discovery Engagement Workshop ROI Analysis Unified Communications Roadmap Archiving / Information Lifecycle Management Roadmap Change Management * Piloting / Trials / Proof of Concept Unified Communications PoC Unified Communications Pilot / Trial IT Consulting Architecture, design and implementation professional services Integration services

14. Collaboration offerings Converged Office Integrates business-grade telephony with the desktop Virtual Meeting Integrates existing systems to create multimedia sessions that include Web/Audio/Video conferencing Document Management Asynchronous document management stores TelePresence Combines rich audio, high-definition video and Interactive elements

15. The Road to Collaboration What do businesses need to do? Look beyond the technology and understand the business challenge Know the users current needs and what they what to achieve Understand how to leverage their ICT infrastructure to optimize business processes Accelerate the convergence of voice, video and data communications into a common environment Involve key users, early adopters and partners to ensure success Foster change by empowering users, simplifying adoption and delivering value

16. Collaboration and Unified Communications So, how do you start? Bell Restricted

17. Getting Started: Strategy Roadmap A post-secondary institution needed to decide on a future email, contact and calendar platform that would support future collaborative technologies 3,500 staff and faculty 30,000 students Bell was engaged to gather technical details and feedback related to existing platform and future requirements in order to recommend future platform and migration plan Online student, faculty and staff surveys Facilitated group forum sessions for students, staff and faculty Interviews with existing infrastructure and support personnel One-on-one executive interviews Compared features and costs with emphasis on material differences Recommended future platform and transition approach Next Steps Bell to assist as required with transition

18. Getting Started: UC Conceptual Architecture A quick service company wanted to understand how best to use its existing Nortel CS1000 pbx including Call Pilot and new Microsoft software (Exchange and OCS) at its new head office Bell was engaged to document requirements, describe pros/cons of various options and make recommendations User profiling and requirements Summary of pbx-based and software based alternatives Voice mail Email Instant messaging Hard/soft phones Call control Conferencing (audio, video, web) Recommendation of conceptual architecture Costs and timelines for pilot Next Steps Pilot based on recommendations; implementation at new head office; expanding functionality into contact centres and kitchen facilities

19. Getting Started: Proof of Concept A government department wanted to test the integrated UC functionality of Microsoft LCS versus Microsoft OCS in their environment Bell was engaged to coordinate the installation and configuration of LCS and a pbx and OCS including Design Implementation Configuration Testing of call control scenarios Next steps: Based on results from “lab” proof of concept, customer now plans to move ahead with a pilot user deployment

20. Getting Started: User Pilot An insurance company wanted to pilot the UC capabilities of Microsoft OCS and the Nortel CS1000 Bell was engaged to coordinate work with Microsoft and Nortel and to provide integration expertise Next Steps Based on user feedback assist in developing business case for widespread deployment Detailed design for multi-site, international deployment Implementation and configuration assistance On going management (currently Bell manages their pbx environment, could expand to include other UC elements)

21. Collaboration and UC How do you start? Requirements gathering session or Develop a Collaboration/UC Roadmap or Conduct a Lab-based proof of concept or Pilot specific technologies The Bell Collaboration Practice can help you get started.

22. Thank you