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Convergence Saves PricewaterhouseCoopers Money And Boosts Staff Mobility

Convergence is a multiyear voice-over-IP initiative at PricewaterhouseCoopers that transforms the way we communicate with each other and our clients. It provides more agility to our mobile workforce of nearly 32,000 professionals -- many of whom work at client sites, telecommute, or use a "hoteling" system to check in to temporary workstations at different PwC offices.

The ability to receive voice mail notifications via e-mail has been one of the most popular features of the new platform. Our people also can choose to have incoming calls ring simultaneously on their desks and cell phones, and can switch calls between the two without losing the connection -- for example, to continue a desktop call on a cell phone while en route to another meeting. This service associates the desktop phone number with up to four remote phone numbers. Users can choose where calls will be directed and in what order -- for example, cell phone, home office, client office, PwC hoteling location, etc. -- through a Web-based application. Incoming calls can "follow" them to their preferred device/location, for seamless connectivity. Call filters also allow them to accept or block calls. Call logging is another helpful feature for our people working in their offices, with all received, missed, and dialed phone numbers kept on the user's system for easy re-use.

An additional benefit is security. Enhanced 911 service, integrated with our hoteling system, provides more specific information to 911 operators, including the building address and floor where the call was initiated. The new platform also enables centralized power distribution. In the event of a power outage in an office, phones will still operate because they're on an automated uninterrupted power supply.

More than just a new telephone implementation, Convergence lays the groundwork for even greater strategic impact in the years to come.

Potential future enhancements could include the ability to review voice mails and choose in which order to listen to them; to initiate phone calls directly from our instant messaging system; to use the phones for videoconferencing; to view the status of colleagues (for example, whether they're currently using their phone) before dialing; to issue weather alerts or other broadcast announcements through digital signage on the system; and to use PCs as soft phones (telephony devices) to provide even more flexibility and agility to our mobile workforce.

Marc Nadeau is director of U.S. IT project management at PricewaterhouseCoopers. Comment on PwC's Convergence project below.

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