Social media is here to stay. But how exactly can it help transform the customer service industry?
This session will look at:
-How social media is being used to help with customer service strategy
-The impact of social media on the customer service industry
-How social media can be used to manage customer expectations

In this session you will get a look at the next generation of this platform through a series of demos. Brett will demonstrate how one can extend the Office Communicator experience into your Windows Presentation Foundation and Silverlight applications using new controls. He will also highlight how the UC Managed API 3.0 provides access to the new Voice-over-IP features of Communication Server.

Break Down Barriers to Communication E-mail. Chat. Text messages. Cell phones. PDAs. It seems like every day there’s a new form of communication, and each one can offer your organization an innovative way to do business. The downside? Complexity. Too many devices, too many platforms, and too many conflicts. What businesses need today is an integrated solution with a single interface, letting them capitalize on the power and flexibility of these communication tools without getting bogged...

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FaceTime Communications enables the safe and productive use of Unified Communications and Web 2.0 – including social networks, blogs and instant messaging, Ranked number one by IDC for five consecutive years, FaceTime's award-winning solutions are used by more than 1,500 customers for the security, management and compliance of real-time communications.

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Huddle.net is the online collaboration platform that helps enterprises work better together. It offers a network of secure online workspaces where you can share files, collaborate on ideas, manage projects and organize virtual meetings. Huddle is available online, on mobile, on desktop.

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Interchange is a BlackBerry Alliance Elite member with over 30yrs experience of developing and implementing custom mobile applications and enterprise systems integration on multiple device platforms including Blackberry, Windows Mobile and Android for both Enterprise/SME Business and consumer markets, as well as a broad range of packaged mobile applications.

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TigerSpike is a personal media company with a specialisation in mobile. With offices across three continents, our global telco and media experience combined with R&D from our Innovation Lab keeps us and our clients ahead in New Media. We’re leveraging this experience to bring innovative expertise to the B2B marketplace

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TigerSpike designed and built a mobile and social media platform (powered by Phoenix*) for PriceWaterhouseCoopers, launched in 2009. The objective was to improve the awareness of PwC values and improve employee engagement. Research demonstrated that few people use the suggestion box or the company intranet to share their ideas. This mobile and web platform is intended to be used whenever and wherever the employee has the inspiration - ideas are more likely to be generated in the pub or on the way home than they are sat at your desk.

The PwC WhatWouldYouLikeToChange program was so successful with staff that it is now planned to roll it out to customers as well.

The Social Media Platform TigerSpike delivered allows the PwC team to:

- Start discussions
- Leave comments
- Rate content
- Post videos
- Respond with videos
- Share the content with colleagues
- Integrate with a mobile presence, RSS and Twitter.

The site utilises TigerSpike’s established Social Media platform (powered by Phoenix) and allows consumers to contribute to numerous discussions by text, image and video.

* Phoenix is TigerSpike's propriety award-winning, carrier grade Service Delivery Platform.

PwC.jpg 90.00 kB

TigerSpike designed and built an entire MMS Broadcast and messaging platform (powered by Phoenix*) for Vodafone Australia, launched in 2008. The objective was to create a platform that would allow Vodafone to communicate to staff and customers. For staff the core objectives were to improve employee engagement and provide a method for instant company communication. Up-to 600,000 per day are now being sent out, with close to one billion messages having been sent in total.

TigerSpike host, manage and support the platform and manage the creative execution of the MMS campaigns. We also run quarterly Innovation Lab workshops that help acquaint the Vodafone Australia team with knowledge of its platform.

An example of a campaign that was used to improve employee engagement is below:

TigerSpike designed a user-generated content campaign; an integrated mobile, flash-based website and MMS competition. Users sent MMS self-portraits to the Vodafone shortcode for the campaign, which were then uploaded to the Vodafone website. After logging on, the user was able to crop his/her image and apply the face to one of four festive character templates. This classy photo could then be downloaded to their mobile handset and sent off for the joy of holiday cheer. TigerSpike handled the full strategy, concept development, design, development and implementation of the campaign

* Phoenix is TigerSpike's proprietary award-winning, carrier grade Service Delivery Platform.

Vodafone_MMS.jpg 70.93 kB

All of the recent hype in the mobile industry has been around the iPhone. But with the unveiling of the open-source, license-free mobile operating system Google Android, that is destined to change.

And why is that so?

AndroidWhitePaper-TigerSpikeOct08.pdf 310.17 kB

There has been much hype surrounding the latest product offering from Apple – the iPad. On Wednesday 27th January 2010, Apple CEO Steve Jobs announced that the product would begin shipping in March 2010 to customers in the United States with international rollout, whilst unconfirmed by Apple, expected to follow soon after. Apple claims that the iPad falls under a totally new genre of device, and is positioning the product somewhere between the laptop computer and the mobile smart phone.

The iPad is being priced according to this market positioning, with US prices ranging from $499 to $829. International pricing is yet to be announced which will clearly affect the uptake of the device. If the market does not respond as favourable to Apple’s initial proposition, there is currently speculation that the pricing may be dropped to increase the uptake.

Think about how the iPad will feel in your hand. Is it really just a ‘large iPhone’ or is it an opportunity to create a brand new interface with your content? Web has traditionally been a 3 to 4 vertical column set up, mobile a 1 vertical column set up, but the iPad has a dynamic, flexible grid like structure that opens up great new interface opportunities. Of course content creators can treat it like a large iPhone, but those content owners who create a unique interface that captivates consumers will win. As content moves to become ubiquitous it is the user interface that will define choice of content provider. Make sure your interface is so great that consumers will pay for it and can’t wait to virally share it with their friends.

TigerSpike_iPad_WhitePaper_February2010.pdf 209.75 kB

Already a crowd pleaser for consumers and marketing managers alike, the new features will ensure the iPhone becomes an integral part of ongoing digital brand strategy. After all, it is an ever evolving global platform that now comes with a proven track record.

This is the new device that runs the 3.0 software. The ‘S’ stands for ‘speed’ and loosely draws
parallels with the Porsche Boxter S or the Aston Martin DBS. Sleek, stylish, and swift? The new
phone was announced on 8th June at WWDC and at first glance does appear to live up to
expectations.

Primarily, this document deals with the new features of the 3.0 software as it is these that will
impact most upon the marketing world. In terms of the device upgrade, the only real differences
are speed and the enhancements made to the camera.

TigerSpike_iPhone 3 0_Overview.pdf 221.67 kB

Guide to collaboration for the public sector

Huddle Guide to Collaboration for Government & Public Sector.pdf 162.53 kB

Guide to Web 2.0 for the public sector

Guide to Web 2.0 for Government.pdf 91.23 kB

The Nokia Ovi Store is a mobile storefront and media portal designed to allow customers to download applications & other media. Guided by its “social discovery” and networking features, the new Ovi Store is positioned to rival Apple’s iTunes App store as a viral hub for developers to deliver new applications to the mobile masses outside of the iPhone bubble.

This document summarises the Ovi offering from Nokia

TigerSpike_Ovi_White_Paper_FINAL040909.pdf 299.55 kB

Business continuity plans often fail to address staff communication and collaboration - essential when information is needed quickly in a crisis. InstaNet Business Continuity from Interchange provides a total corporate information tool that doesn’t rely on email. With InstaNet you can securely deliver documents, procedures, service manuals, diagrams, videos, rotas etc directly on to individuals’ BlackBerry smartphones, unobtrusively and reliably; and be assured that the information will be refreshed each time it is updated at the office. So when staff need to access critical information, it is available immediately - even if your IT systems or mobile network isn’t.

IG1035BC_0210 InstaNetMobile Bus Continuity .pdf 624.57 kB

With more staff working out of the office, email is commonly used to deliver staff communications content but, increasingly, businesses are finding that important information is either delayed or even worse missed as messages get buried in a quagmire of unread email.
InstaNet uses a combination of communications technologies to extend your corporate information system via BlackBerry™ smartphones to produce a solution that keeps people up to date and informed no matter where they are by avoiding the email deluge to ensure that key messages are delivered promptly, at the right time and in a highly visible manner.

IG1035_0210 InstaNetMobile .pdf 623.46 kB

Grey Convergence have designed a quick start for rapid deployment of limited functionality to get your organisation running SharePoint 2010. With a modular approach to deploying SharePoint we've simplified analysing the functionality you require.

Grey Convergence Microsoft SharePoint 2010 Quick Start Overview.pdf 823.82 kB

Providing lone or remote workers with a mechanism to raise an alarm, whether in a planned and controlled manner or in “panic alarm” mode, can be a key requirement for complying with Health and Safety and Duty of Care legislation.
With both a “click to trigger” instant alarm facility and a deferred alarm options, Personnel Alarm from Interchange means not only is an attacker aware than an alarm has been activated with visual and audible alerts (if required) but, perhaps more importantly, so are colleagues or a remote support monitoring unit that can offer or organise assistance.

IG_1032_0210 Personnel Alarm.pdf 466.29 kB

Unified Security Gateway (USG) is a secure Web gateway that integrates traditional URL filtering, anti-malware and anti-virus with content protection, control and security over Web 2.0 applications such as social networks, instant messaging and Unified Communications (UC).

USG enables organizations to safely harness the power of the collaborative Internet. USG gives
granular control of not just Web sites and applications but also of content posted to social
networking sites and blogs, which can now be monitored, secured and recorded – reducing
outbound data leakage and enabling compliance with industry regulations and legal discovery
requirements.

FaceTime _Unified_Security_Gateway3.pdf 462.19 kB

What is Huddle? Who is using it? Huddle features and benefits.

WhatIsHuddle.pdf 1.38 MB