October 20179 UNIFIED COMMUNICATION TECHNOLOGIES HAVE INTRODUCED A CHANGE IN CULTURE, A SHIFT FROM E-MAIL OVERLOAD AND MULTIPLE FACE-TO-FACE MEETINGSOur Unified Communications Strategy was created to empower our internal teams by improving collaboration and efficiency, as well as providing a platform to enable and support our omni-channel initiatives. Our strategy wasn't just about a technology product selection process, it was important that we engaged with our business users, in particular our contact centre staff, to understand what they needed.In approaching our Unified Communications Strategy, we needed to consider Tatts diverse workforce of more than 2,500 staff, made up of corporate office users spread across 29 office locations including seven contact centres, as well as engineers who spend much of their time on the road. We formed a PoD (Project on Demand) and through a series of collaborative workshops, we identified a solution that would meet the needs of our very different business units.Key to our success criteria is providing a consistent user experience and ensuring adoption of the new tools by not overwhelming our team with too much too soon. Unified communication technologies have introduced a change in culture, a shift from e-mail overload and multiple face-to-face meetings, which previously involved travel, to quick and easy interactions like corridor chats online.Having determined strategy and identified products that met our selection criteria, we have taken a staged approach to delivery. Our rollout provides a rare opportunity to test products and gauge staff response in preparation for a potential move to new premises next year. Phase one focussed on creating a stable, resilient and scalable infrastructure enabling the roll out of unified communications tools across our corporate fleet. Our staff are empowered to communicate from any device, whether desktops, laptops, tablets or mobile phones; using voice, chat or video. This phase has been a real plus for our highly mobile Max Tech engineers who spend almost all of their time on the road, installing new equipment in one of our many venues, or maintaining telco services in remote regions.Phase two is focussing on enhanced meeting room experience and voice system integration. We are in the process of deploying video conference capability across meeting rooms in most of our corporate locations. There is a great deal of excitement about new tools that enable extensive team collaboration across multiple locations thousands of miles apart, not just through video but sharing of whiteboards and desktops in real time, and without the time and cost of travel. And finally phase three will shift our focus to our contact centres and beyond. Unified communications is changing the way we work at Tatts Group, inspiring better team collaboration and connectivity and giving us a much more sustainable communications strategy to continue driving our business forward.
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