Case Study: Information Systems in the Global Economy Deloitte, Milan, Italy Unified Communications for Financial Management Deloitte Touche Tohmatsu, also known as Deloitte & Touche, or just Deloitte, is one of the world’s largest financial services firms. Established more than 150 years ago by William Welch Deloitte, the company grew from a small accountancy office in London to a global network of member firms employing 150,000 professionals in 140 countries with $20 billion in total revenues. Today’s demanding and competitive business environment requires professionals to extract the most value out of every minute of the workday. This means staying connected to corporate networks, accessing information, and communicating with colleagues from all locations: at the office, in a warehouse, in conference rooms, at airports, in vehicles, and at home. Businesses such as Deloitte realize that the quality of telecommunications systems and the services they deliver can dramatically affect a company’s success. Recently, Deloitte in Milan, Italy, conducted a major reorganization to consolidate its five branches into one complex. The consolidation was intended to improve communications and service while reducing costs. The reorganization presented the opportunity to replace Deloitte’s telecommunications systems with the most current technologies. Deloitte decided to invest in a unified communications system that provides voice, video, and data communications over one network. A unified communications system can help companies save money because it can eliminate the need to set up multiple networks for differing uses. However, a unified system can do more than reduce redundancy: A company can design software and hardware to integrate various forms of telecommunications into one powerful and easy-to-use system that is accessible anywhere anytime from a variety of devices. The unified communications system that Deloitte purchased from Cisco included several interconnected services, including the following: • About 1,200 unified communications lines to stream voice, video, and data to computers and videophones • Videoconferencing services using Internet Protocol (IP) • Television broadcasting service over IP • Call management system • Local area network management system • Wi-Fi wireless networking in all buildings in the complex Deloitte uses the television broadcasting capabilities of the new system to broadcast regular messages from the CEO. It uses the videophone service to improve communications The system also allows Deloitte to make better use of its office space. In most businesses, many offices and desks are often unused throughout the day due to employees that are traveling, in meetings, or otherwise out of the office. Because everything Deloitte employees need is delivered over the network, and the network is available anywhere, employees can use any available space. The Hot-Desks service, provided through the network, keeps track of which workstations, desks, and conference rooms are in use and can direct employees to unused space. Deloitte provides notebook PCs with integrated wireless networking capabilities to all employees, making it possible for work to take place in any area of the complex through the Wi- Fi network. The notebooks include a SoftPhone application that employees use to access telephone and videophone services over the local network or over the Internet while traveling. If an employee receives a phone call at the office, he or she can answer the call on the notebook PC from any location. This means Deloitte employees can take the office with them wherever they go. Deloitte’s unified communications system also includes call center management that routes incoming calls to the proper party. The new system is easily managed and controlled through one central interface. This gives the company greater control over its telecommunications at a much lower cost. Deloitte professionals are experiencing a notable increase in collaborative work and improvements to the entire organizational structure. Deloitte provides an ideal example of the important role telecommunications plays in the success of a business. Discussion Questions 1. What services do new telecommunications and network technologies offer to assist individuals and organizations in being more effective? 2. What role does telecommunications play in connecting organizations and growing the global economy?
Case Study: Information Systems in the Global Economy Deloitte, Milan, Italy
Unified Communications for
Deloitte Touche Tohmatsu, also known as Deloitte & Touche, or just Deloitte, is one of the
world’s largest financial services firms. Established more than 150 years ago by William Welch
Deloitte, the company grew from a small accountancy office in London to a global network of
member firms employing 150,000 professionals in 140 countries with $20 billion in total
revenues.
Today’s demanding and competitive business environment requires professionals to
extract the most value out of every minute of the workday. This means staying connected to
corporate networks, accessing information, and communicating with colleagues from all
locations: at the office, in a warehouse, in conference rooms, at airports, in vehicles, and at
home. Businesses such as Deloitte realize that the quality of telecommunications systems and
the services they deliver can dramatically affect a company’s success.
Recently, Deloitte in Milan, Italy, conducted a major reorganization to consolidate its five
branches into one complex. The consolidation was intended to improve communications and
service while reducing costs. The reorganization presented the opportunity to
replace Deloitte’s telecommunications systems with the most current technologies.
Deloitte decided to invest in a unified communications system that provides voice, video,
and data communications over one network. A unified communications system can help
companies save money because it can eliminate the need to set up multiple networks
for differing uses. However, a unified system can do more than reduce redundancy: A company
can design software and hardware to integrate various forms of telecommunications into one
powerful and easy-to-use system that is accessible anywhere anytime from
a variety of devices.
The unified communications system that Deloitte purchased from Cisco included several
interconnected services, including the following:
• About 1,200 unified communications lines to stream voice, video, and data to computers and
videophones
• Videoconferencing services using Internet Protocol (IP)
• Television broadcasting service over IP
• Call management system
• Local area network management system
• Wi-Fi wireless networking in all buildings in the complex
Deloitte uses the television broadcasting capabilities of the new system to broadcast
regular messages from the CEO. It uses the videophone service to improve communications
The system also allows Deloitte to make better use of its office space. In most
businesses, many offices and desks are often unused throughout the day due to employees that
are traveling, in meetings, or otherwise out of the office. Because everything Deloitte employees
need is delivered over the network, and the network is available anywhere, employees can use
any available space. The Hot-Desks service, provided through the network, keeps track of
which workstations, desks, and conference rooms are in use and can direct employees to
unused space.
Deloitte provides notebook PCs with integrated wireless networking capabilities to all
employees, making it possible for work to take place in any area of the complex through the Wi-
Fi network. The notebooks include a SoftPhone application that employees use to access
telephone and videophone services over the local network or over the Internet while traveling. If
an employee receives a phone call at the office, he or she can answer the call on the notebook
PC from any location. This means Deloitte employees can take the office with them wherever
they go.
Deloitte’s unified communications system also includes call center management that
routes incoming calls to the proper party. The new system is easily managed and controlled
through one central interface. This gives the company greater control over its
telecommunications at a much lower cost. Deloitte professionals are experiencing a notable
increase in collaborative work and improvements to the entire organizational structure. Deloitte
provides an ideal example of the important role telecommunications plays in the success of a
business.
Discussion Questions
1. What services do new telecommunications and network technologies offer to assist
individuals and organizations in being more effective?
2. What role does telecommunications play in connecting organizations and growing the global
economy?
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