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ICT Insights Issue 2 (05/2012)

Main Topic

John Roese

The ICT Approach to a Smarter Enterprise

Consumer technologies and Internet services are rapidly evolving and enterprise end users have found that they are increasingly getting more innovative technologies and solutions at home than they are at work. End users are forcing consumer technology into the enterprise and IT groups are struggling to support them while maintaining their security and compliance commitments.

Feature Story

2 Features

The Impact of Social Media on Customer Service

Social media presents a way for brands to both address customer issues quickly but also to foster relationships with customers in a way traditional customer service channels cannot. For companies with a focus on customer service, social media has become an important communication channel that cannot be ignored.
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Insights into the Future of UC

The Principal analyst of ZK Research, former Yankee Group's senior vice president in charge of enterprise research, columnist of US "Network World" weekly IT publication.
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Only Integrated UC is truly anytime, anywhere

A Unified Communications (UC) suite by itself is not sufficient to deliver the value that integrated communications can bring to an enterprise. To realize the full potential of a UC suite, it must be integrated with business applications to provide multi-modal communications within the context of business processes. The resulting communication enabled business processes can greatly improve the day-to-day operations of any business.
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ICT: The Convergence of Consumer, Enterprise, and Carrier Technologies

Consumer Technology forces its way into the enterprise. The tension between different technology worlds is driving the transformation called ICT. We are headed toward a point where we will no longer have "enterprise" or "consumer" technology, where we will have only one big ICT ecosystem.
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Social Media Best Practices for Enterprise Adoption

Many CEOs still worry about the risks in adopting social media widely in their organizations. There are some best practices that enterprises can do to help ensure that they gain the rewards of social media while mitigating the risks.

Industry Focus

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Unleashing the Potential of Enterprise Communications

Huawei UC solutions are building a competitive edge centered on mobility. These solutions allow use of any device, anywhere while delivering a consistent user experience.
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Three Trends Driving Videoconferencing Technologies Forward

Evolving technologies and innovative application scenarios give videoconferencing renewed vitality. There are three trends driving videoconferencing technologies forward: lifelike experiences, widespread use, and industry specific applications.
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Connecting the World Through Cloud

Cloud technologies can transform traditional call centers into contact centers that provide value-added services. By transforming call centers, enterprises turn an overhead expense into a key profit center.

Success Story

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China Best Bank Award

The 95555 Telephone Banking Center of China Merchants Bank (CMB) deployed Huawei's IPCC solution to establish a multicenter contact platform that significantly improved its personalized customer service capabilities and core competitive strengths. Known simply as 95555, the banking center won the "China's Best Contact Center" award five times in a row from 2005 to 2009.
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Banco do Nordeste

By deploying Huawei's Unified Communications (UC) solution, Banco do Nordeste do Brasil (BNB) raise the efficiency of its internal communications and further improve its reputation while helping to ensure the operational security. The UC solution provides managed services to help BNB focus more on its core financial services, thereby enabling the bank to improve its competitiveness and provide the general public with better services.
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State Grid Corporation of China

By using Huawei's Multimedia Contact Center Platform, the service hotline 95598 covers 1206 transformer stations in 13 cities of Jiangsu Province, providing highquality, stable, and convenient power-related services to 31 million urban and rural customers of SGCC Jiangsu Electric Power Company.