connect, engage and empower your customers

C3 confidentiality classificationUC Expo 20111

Connect, Engage & Empower your Customers

David Wardell, Vodafone

17 March 2011


First

operator

with 5

million

customers

1982

A history of leading the market

Awarded

mobile license

in the UK

1985 1991

First to

launch a

digital service

1993 1994 1999 2001 2008 2004 2006

First mobile

phone call

made

First high

street store

First text

message sent

First with

BlackBerry

in the UK

First 3G

roaming call

Becomes

Avaya

EMEA

Platinum

Partner

First 3G data

cards

First 3G broadband/

HSDPA data cards,

& USB modems

First built-in modem

broadband laptops

Avaya UK Business

Partner of the Year

Launched Fixed

Networks

Vodafone Moves into

Unified

Communications

UK & EMEA Avaya

Business Partner of the

Year

First ever touch-screen

device from BlackBerry

– the Storm, exclusive

to Vodafone

2009

Formation of

Vodafone

Business

Services

Vodafone opens

dedicated UC

Network

Operations

Centre

2010

Vodafone’s UC

Group managed

3m endpoints –

15% of the market

Awarded

European IT

Excellence

Award for Unified

Communications

17 March 2011


Source – IDC, Comscore

Businesses are facing a number of complex challenges

Uncertain economic outlook

Focus on total cost of ownership

Govt. spending cuts

Changing markets

Changing work patterns

28.2 million mobile workers by 2014

60% of company data leaves the office

Rapidly changing technology

Facebook generation

Consumerisation

Cloud computing

Growing customer expectations

On their terms

Online and mobile

Socially responsible

17 March 2011


Responding to these challenges

Transform the way

that you engage with

customers

Connect your

customers to the right

people

at the right time

Improve customer

satisfaction through

the first time

resolution of issues

Getting closer to

customers

Create new, more

cost effective ways of

working

Create competitive

advantage by

streamlining business

processes

Improve methods of

collaboration with

employees, partners

and customers

Improving

workforce

effectiveness

Reduce the total cost

of ownership

Simplify and

consolidate

technologies and

suppliers

Deploy solutions that

can scale according

to ever changing

business needs

Simplifying

communications

Maintain security

without

compromising

productivity

Ensure regulatory

compliance at all

times

Simplify the

management of

secure mobile

working

Securing

information

17 March 2011


Vodafone helps customers meet these challenges

“Vodafone mobile

broadband helps sales

people win more

business because it

allows them to work

wherever they are,

spending more time

researching and

meeting customers”

Najeeb Ahmed

Technical Projects &

Support Manager

Improving

workforce

effectiveness

“The council will

benefit from a truly

unified

communications

solution, providing

over 5000 government

employees with a

platform to effectively

communicate”

Alan ShieldsTechnical Architect

Simplifying

communicationsGetting closer to

customers

“Now no distressed

caller will ever hear

the engaged tone if a

volunteer is waiting to

help”

Steve Wrigglesworth

Project Manager

Samaritans Connect

“As part of our

implementation of the

ACPO security policy,

officers are able to

confidently access our

systems, delivering

better service,

reassuring our

communities”

Stuart Fillingham

Head of ICT

Securing

information

17 March 2011

http://www.lancashire.police.uk/


Our portfolio

Products and services for the biggest business challenges

Mobile Voice

and CoverageMobile Email

Mobile

Applications

Remote

Access

Fixed

Network

Services

Unified

Communications

Contact

Centre

Machine-to-

Machine

Support

Services

Voice & Roaming Solutions

BlackBerry Solutions

Workforce Management Applications

Connectivity Fixed VoiceEnterprise Telephony

Interaction Management

UK SolutionsSpend Management

Coverage iPhoneMobile Data Collection Applications

Security Fixed Data Unified Messaging Self-ServiceInternational Solutions

Online Self-Service

Loyalty Programmes

AndroidTracking and Lone Worker Applications

Policy Control and Information Management

Networking ConferencingWorkforce Optimisation

On-Site Support

Nokia Mail for Exchange

Public Sector Applications

Networking VideoDevelopment Services

Logistics

Outlook MobileIndustry Applications

Vodafone OneTechnical Support

17 March 2011


Built on strong foundations

Best network

Future proof IP Network

UC ready

Largest global footprint

Tailored offering

Specific service models

Cost management tools

Employee benefits

Service excellence

Over 500 solutions specialists

Broad range of professional

accredited practitioners

Industry leading partnerships

Innovation delivered

Award winning converged and

contact centre solutions

Vodafone Sure Signal

CESG accredited services

17 March 2011


Changing Face of Customer Contact

17 March 2011


Chat/ IMTwitter

Multi-MediaCustomer Context

Self-Service

Customer

Multi-Modal Voice Service

Expert and SupervisorAssist

Agent

Recording

Contact centre environment - today

17 March 2011


• 24 Hours of video uploaded every minute – Over 2 Billion views a day

• Who needs a manual?

• You Tube impact can be immense – Bad publicity caused United Airlines

Shares to plunge by 10%, costing shareholders $180 million

• Launched in March, 2006

• Over 80% of usage is on mobile devices – Imagine what that means for a

poor customer experience

• 3 Billion Tweets a day generated by over 180 million users

• The Lilly Allen effect

• Reached 350 Million users in December 2009 - Now over 500 Million live

accounts

• If it was a country it would be the third largest in the world!

• 23 Million in Britain = 1 in 3 us active

• More than half of us log-on every day

The growth of social media

17 March 2011

• 24 Hours of video uploaded every minute – Over 2 Billion views a day

• Who needs a manual?

• You Tube impact can be immense – Bad publicity caused United Airlines

Shares to plunge by 10%, costing shareholders $180 million

• Launched in March, 2006

• Over 80% of usage is on mobile devices – Imagine what that means for

a poor customer experience

• 3 Billion Tweets a day generated by over 180 million users

• The Lilly Allen effect

• Reached 350 Million users in December 2009 - Now over 500 Million live

accounts

• If it was a country it would be the third largest in the world!

• 23 Million in Britain = 1 in 3 us active

• More than half of us log-on every day

http://tfm.cmp-info.com/c/12dQp7lzEDMMZ9ZxtDC


The facebook phenomenon

17 March 2011


How we interact today – customers helping customers

17 March 2011


Simplifying Customer Experience

17 March 2011


Today, communication is more challengingChanging motivation and approach to remote workers

Avaya+Nortel Forum15 C3 - Confidential

17 March 2011We work today in distributed, virtual, mobile teams


Does this look familiar?

Adrain

.VoIP…

07500

Adrian

IM…

adrian@

email.com

01283

Multiple directories Multiple services Multiple voicemail systems

Adrian

VoIP/VM 121 94116…

17 March 2011


Increased productivity | Lower overall TCO | Simplified user experience

One service

One number

One voicemail

One directory

Single directory

Unified voice

Access voicemail

via 121 or Outlook

Collaboration

tools

Presence & IM

Online workspace

& doc sharing

Fixed Data

Access

Integrated communications

17 March 2011


Technology that provides solutions to work / life balance, the environment, and the mobility needs of your employees and community is key

Responsiveness; the ability to communicate and collaborate using a single unified system of ‘one number anywhere’ enables easier contact and improves ability to respond

Flexible working will empower employees to work wherever they are, increasing productivity, improving work-life balance and ensuring that top talent is attracted and retained.

Presence management identifies colleagues’ status and contact information and can also offer location based information allowing you to contact the right person straight away, reducing time wasting & frustration.

Just buying technology that others have …. does not bring about change

There are many vendors out there with similar technology ...

it’s the design, implementation & support that differentiates

In summary

17 March 2011

connect, engage and empower your customers

Technology

vodafone uk

g network

vodafone customers

vodafone network

launch of vodafone mobile

g broadband data card

g data cardsfirst

junevodafone mobile