I'm happy to report that a new thought leadership piece based on a long, long, long paper based on deep, deep, deep research that yours truly undertook last year has finally been published.
The Value of UC² in the Banking Industry is finally available for public consumption (yay!) The final product is shorter than my original paper and the editing process rendered the writing more lively than anything this old geek can muster. I'm very pleased with it and I think you will too if you feel so inclined to read it. You can find it here.
The Sametime Blog
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Marlon Machado 100000PEST firstname.lastname@example.org Tags:  thought-leadership ucc uc2 uc banking 1,668 Visits
Marlon Machado 100000PEST email@example.com Tags:  sametime websphere-portal sametime-proxy banking 2 Comments 2,384 Visits
I got a piece of good news a few minutes ago. The WebSphere Portal team recently released a software asset called the IBM Retail Banking Template for WebSphere Portal. This is a generic retail banking application (a template) that integrates Sametime 8.5 through the Sametime Proxy toolkit. This is what it looks like:
When you click on the advisor's name a Sametime Web Client chat session starts so you can chat away for as long as you want. Pretty cool.
You can learn more about the template here. You can see it in action here.
Marlon Machado 100000PEST firstname.lastname@example.org Tags:  sametime banking collaboration 1,657 Visits
I've had the pleasure of representing IBM to the business partner community since 1998. As a member of the Sametime product team I get to work with those partners that build applications on top of the Sametime platform and I have the opportunity to listen to their stories and to learn about how their solutions help customers solve problems.
That's all good. The nicest part, however, is learning, first, about how our technology helps people do things better for other people and, secondly, how the power of people gets to shape business.
I met with the co-founders of Zylinc, one of our business partners from Denmark, at Lotusphere this past January. They told me the story of Sydbank, Denmark's fourth largest bank with 2,500 employees and branch offices in Germany and a subsidiary in Switzerland, and one of their customers.
With only 2,500 employees, Sydbank is a small bank compared to the three largest in Denmark or the bona fide large banks of the world. Perhaps because of its size--it may also be a Danish thing--Sydbank decided that customers should have access to virtually everyone in the organization. They decided that no call would ever go unanswered and that there will always be someone from the bank at the other end of every phone call. How about that? How many of us can say that about the banks we do business with?
Sydbank adopted Zylinc's ZyDesk Operator, a desktop switchboard that integrates Sametime presence and instant messaging, calendaring and click-to-call to give all employees the ability to pick up incoming calls from customers. The drive to make sure no call goes unanswered is such that it has transformed the bank's culture.
According to René and Thomas, the Zylinc Founders, ZyDesk is the first application Sydbank employees open when they arrive in the morning. I saw a demo of the application and I can see why: the thing is a situational awareness dashboard for customer service. It is non-intrusive and yet it provides a pretty good view of the bank's interaction with the outside world. It's not a call center application in the traditional sense but it's just as--if not more--effective.
Without having to build a costly call center in a remote country Sydbank is giving its customers something most of us don't get: real customer service. I know their use case does not apply to all banks and I'm not, by any means, attempting to diminish the importance of call centers. I'm just impressed to see the power of people at work; having all employees engaged in providing a superior customer service experience and doing it with a single tool. Moreover, I'm pleasantly surprised to see Sametime being an integral part of this story.