Ebc collab portfolio_master

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 1

The New Collaboration Experience

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5

Harvard Business Review

“The power to bring people together at critical moments, is key to aggregating and amplifying the impact of employees”


Business Value of Collaboration

Productive and accessible mobile workers Effective virtual teams Interactive and engaged employees

Productivity

Satisfied and loyal customers New and innovative IT models

Growth

Strategically aligned organization Flexible and innovative working options

Innovation


The Enterprise Becomes Social

Video Becomes Pervasive

The Rise of Cloud Computing

Explosion of Mobile Devices

“65% of companies are deploying at least one enterprise social software tool.”

“20% of professional PCs will be managed under a hosted virtual desktop model by 2013.”

“By 2013, over 90% of network data traffic will be video.”

“People spend more time on Facebook than any other website.”

“Android is the #1 OS for mobile platforms with more than 700,000 new activations per day.”

“Sales of smartphones and tablets are now greater than all PCs, including notebooks.”

“60% of server workloads will be virtualized by 2013.”

“One third of corporations say they are using video at least once per week.”


Business Requirements Have EvolvedEfficiency and competitiveness require new capabilities.

MobileSecure access to information and people from any device, anywhere.

VirtualDeliver agility and scale on demand; create rich media with VDI economics.

SocialFind expertise and information; enable proactive customer interaction.

VisualEnable high-quality interaction from anywhere, in real-time and offline.


Transitioning to a Post-PC WorldNew choices are available at every level of the traditional stack.

PC World Post-PC World

Client OS

ServerArchitecture

Applications

Devices


Need a Holistic, Architectural ApproachEvolving to address a wide variety of Collaboration needs.

Mobile, Office, Home, Inter-Company Smartphones, Tablets,

Laptops, Thin ClientsVideo, Voice, Web,

Social, Business Apps

Cloud On-Premises


Need a Holistic, Architectural ApproachDelivering a wide variety of Collaboration technologies.

Any ContentAnywhere Any Device

INTEGRATED COLLABORATION EXPERIENCE

Video handled as easily as voice and data

Flexible access from all clients

Best experience in any location

Secure mobility


The New Collaborative Workspace

Mobile, Social, Visual, Virtual


Any combination of end-user clients, devices, and applications from Cisco or third parties access this core.

Delivering a Consistent ExperienceAnywhere, any content, on any device

Network Services

Medianet Services

CollaborationServices

Client Services

CollaborationApplications

Devices


Cisco CollaborationThe value of the network reduces risk for the enterprise.

Best User Experience

It just works: Quality, always on, secure mobility

Guaranteed consistent experience

Predictable results in overload conditions

Simplified IT Experience

Low call load for help desks

Rapid scaling, with video and voice

Flexible deployment model – including VDI

Organizational Security

User-chosen device; granular policy-based control

Context-aware application and SaaS access control

Secured applications and content


Architecture LeverageUnite applications and endpoints.

From the Desktop to the Boardroom

Cisco UnifiedCommunications

Manager

On Premises CloudHybrid


Cisco’s Strategic Direction

Secure Intracompany

FlexibleConsumption Models

EnterpriseSocial Software

Pervasive Video

Interoperable,Open Architecture

Integrated Experience


CLOUD

ON PREMISE

UnifiedCommunications

TelepresenceCollaborationApplications

CustomerCollaboration

Cisco Collaboration Portfolio

SERVICES


Closing Thoughts

26

Use Collaboration as a competitive differentiator.

Develop a collaboration strategy using an architectural approach

Design your user experience to bemobile, social, visual, and virtual

Collaboration is a journey, not a project



Unified Communications


CLOUD

ON PREMISE





SERVICES


Cisco UC Manager Uniting applications and endpoints

From the Desktop to the Boardroom

On Premises CloudHybrid

Cisco UnifiedCommunications

Manager


The Standard for Voice over the NetworkCisco Unified Communications Manager

Scalability

40,000 users in a single cluster; 80,000 users in a super-cluster

Centralized or Distributed Call Processing

Deployed across an IP network, with transparent features and management, dial-plan partitioning

Administration

Real-time performance monitoring, dial-plan analysis and management, single sign-on, bulk administration, and EnergyWise intelligent power management

Voice and Video Call Processing1

Enhanced Desk Phone Features Do not disturb, intercom and audio message-waiting indication, secure conferencing, call recording, and silent monitoring.


Voice and Video Call ProcessingEnterprise-class unified voice and video call management

1

Mobility and PresenceSingle-integration client for adaptive workspaces

2

Business to BusinessSecure intercompany collaboration, intra and intercompany

3

Cisco Unified CommunicationsManager

World’s Most Popular Communications Management PlatformConsistent employee services, whether at main campus, branch office, or remote.

Choice of Endpoints and DevicesFrom IP phones to mobile devices to video experiences.

4

ManagementIntegrated tools for intelligent administration and user support

5


SIP groomingIP PBX Trunking (video)Through Cisco Unified

Border Element

Video Application Servers

Advanced Enterprise Conferencing Services

Expressway™ Firewall Traversal/ Intercompany

Media Engine

SIP

B2B and Remote Worker

Distributed Conferencing Services

3rd Party/H.323 Video Endpoints

Now the Standard for VideoUnified Call Control and Session Management for Voice and Video

Voice and Video Call Processing1

Unified CM

SME


Enabling Messaging and MobilityAnywhere on any device

Single voice mailbox across all phone numbers

Simultaneous ring on all phones

Seamlessly move calls between

mobile and desktop phones

Extend your office phone

Place mobile calls through Cisco UCM

Mobility and Presence2


Cisco Intercompany Media EngineB2B Collaboration

Business to Business3

Videotelephony

Business to Business

Standards-based

Fullyautomated and

self-learning

Free long-distance

calls

Free international

calls

Mission-critical security


Securing It All Unified Communications Security

Protect the privacy of user information, user identity, and behavior patterns .• Authenticate and encrypt channel - VPN, DMVPN• Authenticate and encrypt voice protocols – TLS,

IPSEC, SRTP• Voice support for virtual networks (Segmentation)

Ensure availability of network, endpoints, and applications in the event of failures and attacks.• Topology hiding• Call-rate limiting• Built-in phone protection (DHCP GARP block, signed

firmware, signed config, web access, and button block.)• Firewall Traversal: Application Layer Gateway• Firewall Protection: Application

Inspection Control

Protect users and resources from getting bulk, unsolicited, or malicious messages.• Turing tests• Malicious caller identification• Reputation

Assert and verify of identity to control and pre-empt access to voice resources.• Identity assertion and verification• Digest authentication• Caller-ID preference mapping• Class of restriction• Toll-fraud protection

Privacy

Identity SPAM Protection

Threat Defense



Session Management Capabilities Simplified global dial plan

Deep interoperability

Eased migration from TDM to UC

Extend to rich collaborative applications

Multiple deployment models

Cisco IMEMobile

Enterprise Apps Video

Vendor #1 Vendor #2

3rd Party PBX3rd Party PBX

SIP TRUNK

Unified Messaging

Contact Center

IM

Aggregating Disparate SystemsCisco Unified Communications Manager Session Management Edition and Cisco CUBE

Unified CM

SME



The Right Device for Each InteractionCreate the right experience

Advanced Professional

Business

Visual, Mobile, VirtualizedVoice

Media CommunicationsVoice Communications

AdvancedCollaborative

MobileCollaborative

Basic

Choice of Endpoints and Devices4

Advanced Business


Cisco Jabber Let users choose devices to deliver the best collaboration experience.

All-in-one UC Application

Presence and IM Voice, video, voice messaging Desktop sharing, conferencing

Collaborate from Any Workspace

PC, Mac, tablet, smart phone On-premises and Cloud Integration with Microsoft Office



Cisco Cius: The Power to CollaborateThe first enterprise-grade mobile collaboration device


Seamless Mobility: Anytime, Anywhere Access

IntegratedCollaboration

IM, voice,Web, social

MobileTelepresence

High-quality,interoperable videoanytime, anywhere

InnovativeApp Ecosystem

For end users,developers, and IT

WorkspaceVirtualization

Local and virtualcomputing

Security & Manageability: Integrated, Foundational, Layered

Service & Support: Lifecycle, Global


Cisco AppHQ: Power to CreateThe first enterprise-grade, secure application center


Android Market

All available Android apps

Cisco AppHQ

Only apps scanned and validated by Cisco

Cisco AppHQ Manager

Your custom selected apps; IT tools for app management & reporting

Strata MotorsPRIVATE APP STORE

IndustryFirst


Complete Lifecycle Management Cisco Unified Communications Management Suite

Service Quality Monitoring

Monitoring, Alerting and Troubleshooting

ProvisioningReporting

Complete Lifecycle Management

Management5


Summary:Cisco Unified Communications Delivers



1

Mobility and PresenceSingle integration client for adaptive workspaces

2


3

Choice of Endpoints and DevicesFrom IP phones to mobile devices to video experiences

4


5

<< RETURN TO PORTFOLIO


Customer Collaboration


CLOUD

ON PREMISE





SERVICES


Combining Traditional Tools with the Power of the Future

Moving to True Customer Collaboration

Web 2.0Agent Desktop

VirtualContact Center

Routing & Reporting

Social MediaCustomer Care

SpeechSelf-Service

MultimediaCapture & Storage

UC Integration

Video-EnabledCustomer CareMultichannel / CRM

Customer Collaboration


Yesterday’s solutions aren’t enough. Customers want to be taken care of...


Yesterday’s solutions aren’t enough. Customers want to be taken care of...

at any time, in any location, and on any device.


Waves of Customer Collaboration Innovation

IDEO

Drive, run, or walk to your customers with technology, information, and personalized service.”

Tom Kelley

“

Wave 2:

Relationship

Wave 1:

Cost

Wave 3:

Experience


from a Place

to a System

to an Enterprise Service

Cost Relationship Experience

Operations +Marketing +Branch+Retail+Value Chain

Average Hold TimeAverage Speed to Answer OccupancyCost per call

Wallet ShareCustomer SatisfactionClosure RatesLead Conversion

Net Promoter ScoreFirst Contact ResolutionCycle Time

STRATEGY

MANAGEMENTMODEL

METRICS

The Contact Center Evolves...

ROI


Waves are Continuous and Cumulative

Intelligent RoutingCTI Integrated Customer AnalyticsCRM Portals

Relationship

Call Centers 800 Service

Schedule/ Forecasting

Voice IVR

Cloud Virtual Servers/DesktopsReporting

WFO Analytics

Cost

Social Mining

Social CRM Integration

Proactive Contact

Crowd Sourcing Video

Experience

Unified CCE/CCX/Intelligent Routing

Customer Voice Portal/IVR

SocialMiner

1980s 1990s 2000s 2010+


Architecture Evolution

Collaboration Services

Infrastructure Services

CTI

IVR

MultiChannel

WFO ACD

ACD

CTI

IVR WFO

MultiChannel

Application Layer

RoutingAgent

SelectionIB/OBVoice

Video

CTI

RecordingSession

MgntVoicePortal

Gateways SecurityBorderlessNetworking

QOS

CRM

Social

Mobile

BPM

WFO

Web

Dynamically NetworkedWalled Garden Distributed

Big Iron Appliances Distributed Systems Applications and Platforms


Companies Are Executing Across the Three Waves

WAVE 2

Customer Relationship

WAVE 3

Complete Experience

WAVE 1

Cost and Efficiency

Technology Imperatives Cisco Solution Sets

Social CRM SocialMiner, Finesse Desktop

Video Show and Share, Telepresence, WebEx

Proactive care SIP Outbound Dialer, CEBT

Enterprise Social/Collaboration Cisco Quad, Finesse Desktop, WebEx


Intelligent Routing/Universal Queue/Channel Integration Unified CCE, CCX

Web/IVR integration Customer Voice Portal

Universal View of Customer, Cradle to Grave Reporting Cisco Unified Intelligence Center


Site Virtualization Unified CCE, CCX, Cisco Mobile Agent

Desktop/Server Virtualization VXI, Cisco UCS

SIP Trunking Cisco CUBE/CUSP

Cradle to Grave Reporting Cisco Unified Intelligence Center


Addressing Key Collaboration Trends

Social VisualMobile Virtual

Server virtualization with UCS and Cisco datacenter architecture

Contact center agents as prime targets for Cisco VXI Web 2.0 (browser based) desktop strategy

Telepresence virtual experts and branch kiosks Medianet for an end-to-end quality experience Rich data sharing

SocialMiner bringing Social Networks into contact center Finesse desktop aligned with Quad Web 2.0 architecture Show and Share for training and information sharing

Mobile supervisors – web based tools, tablet support (Cius)

Remote and at-home contact center agents Smartphone integration for intelligent call handoff


Enterprise

Small & MediumBusinesses

Self Service Assisted Service

Target Markets Cisco Unified Contact Center Solutions

Cisco Unified Customer Collaboration Portfolio

Social Media As a Service

Hosted Collaboration Solution

Cisco Unified Customer Voice Portal

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Express/IP IVR

SocialMiner MediaSense

Unified EIM/WIM

Finesse (Web 2.0 Desktop)

Recording

Cisco Unified Intelligence Center (Reporting)


Cisco Unified Contact Center Enterprise

Contact Center EnterpriseIntelligence Center

MediaSense

Customer Voice Portal

E-Mail Interaction Manager

SocialMinerOutboundWeb Interaction Manager

Video

360°view of your customer

Finesse CTI OS (API) Agent Desktop (CAD)

Applications PlatformUnified Communications Manager

Unified Computing System


Cisco Unified Contact Center Express

Options Workforce Management

Social MediaQuality Monitoring

Remote Agent Email

Powerful Solution CapabilitiesEasy to Use

Easy to Maintain

Agent Desktop ApplicationFinesse (Future)

Cisco Agent Desktop

Applications PlatformUnified Communications Manager

Unified Computing System

Contact Center ExpressIB/OB Voice

IVR

CTI/CRM

Reporting


Let Cisco Customer Collaboration Help You

Navigate market transitions like social media, proactive care, and analytics

Align to customer care business strategies: cost management, customer relationships, complete care experience

Complement investments in the Cisco Collaboration portfolio for enhanced experiences and accelerated ROI


Telepresence



CLOUD

ON PREMISE




SERVICES


Video Is Transforming Business


Cisco TelePresence Delivers“The Power of In-Person” Experience


Cisco TelePresence + Video Content = More Places | Time Zones | Devices | Relevance


Cisco TelePresenceProviding an in-person experience foundation

Quality Simplicity Reliability Collaboration

Natural, face-to-face interaction

Visible gestures, body language, facial expressions, right eye gaze

Imperceptible latency

Audio and visual sync

Normal voice levels

Intuitive interface and controls

Easy to schedule

Initiate ad hoc calls

Add users on the fly

One-button meeting launch

Consistent and trusted user experience

Interoperable and intercompany enabled

Scalable

Mirrors in-person work environment

Content sharing

Recording

Enables multiple use cases beyond meetings


Business Transformation Enabled by improved collaboration via Cisco TelePresence

Reduce Travel Costs, Emissions

Optimize Employee Time

Speed Decision Making

Transform Business Models

$604,000 savings on travel in one month

50% reduction in repair time

Two weeks to resolve issues; down from two months

Three times average success rate treating stroke patients

Increasing Business Value


The Next Phase of Telepresence Building a community of in-person experiences

Colleagues CustomersSuppliersSuppliers CustomersColleagues


Multipurpose

PersonalTotal Immersion

From Boardroom to Desktop


Multipurpose

Personal

Cisco Video Endpoints

Third-Party EndpointsTotal Immersion

Beyond the Boardroom and Desktop


Extensions

Cisco TelePresence Endpoints Enabling in-person experiences for all

1300-651300-47

3010

3210

T3 Custom

Profile65 / 52 / 42

Dual 65 / 52

C90C60C40

C20 QuickSet

HealthcareEducation

500-37

EX60 / 90

Movi

500-32

Immersive Multipurpose Personal

WebEx OneTouch

E20Cius

Solution

1100

MX200MX300 Vertical


Extending the Experience to Organizations of All Sizes

Building Community

AcceleratingGrowth

Providing Choice

ENTERPRISE SMB

Colleagues Customers

Suppliers


Telepresence for Mid-Sized and Smaller Businesses

Cisco TelePresence Callway: a new subscription-based service from the Cisco Collaboration Cloud

Authentic Cisco TelePresence experience – now with an ROI for mid-sized and smaller businesses

Industry-leading Cisco TelePresence room-based and personal endpoints


Comprehensive Integrated Solutions

Call & Application Control

Media ServicesConferencing

ManagementComprehensive Cisco TelePresence session control via a complete set of capabilities for intra- and inter-company collaboration

Network-delivered media experiences such as multipoint, recording, streaming, transcoding, video analytics, and tagging

Any-to-any interoperability via multiple capabilities

Industry-leading transcoding and switching capabilities for large and scalable multipoint meetings with security

Complete management with integrated scheduling, network and element management and reporting capabilities, including ROI tools

Unified, Scalable Meeting ExperiencesPowered by Cisco TelePresence Infrastructure



1

Mobility and PresenceSingle-integration client for adaptive workspaces

2


3


Cisco Communications ManagerBaseline for innovation

Choice of Endpoints and DevicesFrom IP phones to mobile devices to video experiences.

4


5


SIP groomingIP PBX Trunking (video)

TelePresenceApplication Servers

Advanced Enterprise Conferencing Services

Expressway™ Firewall Traversal/ Intercompany

Media Engine

SIP

B2B and Remote Worker

Distributed Conferencing Services

3rd Party/H.323 Video Endpoints

Unified CM

Unified Call and Session Control Expanded video and Telepresence services

Cisco Unified Call Manager with VCS and TelePresence Application Servers


MultipointEasy to schedule and launch with one-button-to-push simplicity

Media DistributionSupports both transcoding and switching

Interoperability Integrates with cloud, web conferencing , and third-party endpoint solutions for reach and scale

Cisco TelePresence Multipoint Switch

Cisco TelePresence Server

Cisco TelePresence Conductor

Cisco TelePresence WebEx OneTouch

Cloud Conferencing Services

Scalable and Simplified ConferencingAdvanced media distribution, transcoding, switching, and integrated cloud options


Management Simplifies DeploymentsSimple, comprehensive Telepresence solution management + end-to-end visualization tools

Cisco TelePresence Management Suite

• Centralized meeting management and control for scheduled and ad-hoc meetings

• Session scheduling• Directory and phone-book services• Provisioning and configuration management• Customizable reporting, trending, analytics

Cisco Prime Collaboration Manager

• End-to-end service monitoring and visibility to media packet level

• Real-time visualization and troubleshooting of live sessions

• Advanced alarming, diagnostics, trouble isolation• Diagnostic and utilization reports


Telepresence Plus: Enterprise Video Content Multiplying the “Power of In-Person”

Transform

Pulse Video Analytics

Capture

Telepresence Endpoints

TelePresence Content Server (TCS)

Media Experience Engine

Share

ECDS (Distribution)

Show andShare

Digital Signage

Cisco


Transform: Media Experience Engines

Record and stream

Any-to-any adaptation

Media post-production

Pulse Video Analytics

Automated workflows

Capture Transform Share

Medianetauto detect auto config monitor predict content-aware

Live andOn-demand

Live andOn-demand


TRANSFORMCAPTURE

Share Content

Digital Signage

Digital Media Manager

Show and Share

Cisco Cast

Show and Share Server

SH

AR

E

ECDS Manager

Distribute

Manage

Engage

Head-end ECDS Device

Branch ECDS Device

Branch ECDS Device

WAN


New Video-Enabled ExperiencesCombine communication and content for business value

Training & Education

Dynamic/Contextual Advertising

Video Search & Navigation

Events

Active Collaboration Room

One Button to WebExCONFERENCING

VIDEO CONTENT SHARING

RECORDING & STREAMING

VIDEO ANALYTICS

TELEPRESENCE

+


Cisco TelePresence Delivers

Cisco TelePresence


Power of an In-Person ExperiencePeople-centric communications accelerate business transformation

1

End-point Options Aligned to Your NeedsAn in-person experience for all

2

Unified User ExperiencesSimple, scalable conferencing on premises or in the cloud

3

Integrated Communication and Content Multiply the value of your video investments

4

Integrated Collaboration Experiences Transformative business impact and processes: more than meetings

5


Collaboration Applications



CLOUD

ON PREMISE




SERVICES


Cisco Collaboration Applications Deliver

Better Together FunctionalityShared infrastructure for video, voice, IM, and presence

1

Broadest Range of InteroperabilityFunction across platforms, browsers, and devices

2

Enterprise Class ITSecure, scalable, flexible, and compatible

3

Real-Time ROIOperational costs, productivity gains, strategic advantage

4


Cisco Collaboration Applications

Virtual Meetings

WebEx

GroupReal-time

Rich, Real-Time Communications

Jabber

One-one; One-to-fewReal-time

Social Collaboration

Quad

Many-to-many Real-time and asynchronous


Meet the Needs and Preferences of the Evolving Workforce

Office | Teleworkers | Retail | Hospital | Manufacturing


Mobile ExperienceCollaborate anytime, from anywhere


Social Experience“Out-of-the-Box” sharing and collaboration


Visual ExperienceVideo gets the “first-class” treatment

High-quality video

Interoperable

Integrated

Upload, view, share, comment, search

Video communications

Video content


Broadest Range of Platforms, Browsers, and Devices

WebEx Jabber Quad


Enterprise-Class IT Experience

Secure, scalable, reliableIntegrates with

existing investmentsFlexible

deployment options


Rich, Real-Time Communications Social CollaborationVirtual Meetings

Better Together

QuadJabberWebEx


Industry-leading Web conferencing

• Audio, web, and high-quality video

• Meeting, Training, Event, and Support versions

Document, application, desktop sharing

Ad-hoc and scheduled meetings, including scheduling with Outlook and Lotus Notes

Interoperable with Cisco Unified Communications products

Delivered securely over the Cisco Collaboration Cloud

Consistent, cross-platform experience

• Windows, Mac, Linux, Unix, Solaris

• Supported on mobile devices

• Available in 13 languages

WebEx: Industry-Leading Meeting Solutions


WebEx High-Quality Video A natural, face-to-face experience

• Engaging video experienceHigh-quality resolution: 360p

Active speaker switching

Full-screen video

Share content and view video

• Mobile experience on iPad and Cisco Cius tablets

• Integrated with Cisco TelePresence

*Support Center: 2-point video, Windows OS


Integrated WebEx Collaboration Experiences

Collaboration SolutionsTelePresence/Jabber for enhanced collaboration

Mobile Devices and IP PhonesMobile/IP phones provide ubiquitous access

On-Premises Audio andCisco Network DevicesMeetingPlace/ASR/3rd Party audio/Medianet for lower TCO


Cisco Jabber: The Power to CollaborateAn all-in-one Unified Communications application

All-in-One UC Application

Presence and IM Voice, video, voice messaging Desktop sharing, conferencing

Collaborate from Any Workspace

PC, Mac, tablet, smart phone On-premises and cloud Integration with Microsoft Office


Presence and Instant Messaging Jabber allows instant and interoperable communication

• See who is available and how

• Instantly and efficiently interact

• Desktop and mobile access

• Easily escalate Audio, video, web share

• InteroperableXMPP-based – broad support

Federates with popular solutions


Intuitive Integration with Business Apps• Simple, intuitive user experience

• Connects with voice

• Voice:Soft phone or desk phone control

High-quality audio

Manage calls (transfer, hold)

• Video:Rich experience: high definition, multiparty

Industry standard (H.264), interoperable

• Share desktop, initiate WebEx meetings


Communicate from Microsoft OfficeIM, communications integrated for easy access

Cisco Presence Light-ups Click-to-IM, Click to-Call


Business Process

Social

Communication

Content

Open Standards & APIs to Integrate with Business and Transactional Systems

Built-In Integrationwith Enterprise

Communications Systems

Built-In Integration with Content / Document

Management Systems

Out-of-Box EnterpriseSocial Software for Desktop

& Mobile Devices

Cisco Quad Product Strategy

Context: Activities, Social Graph, Notifications, Recommendations, Search


Social Collaboration for the Enterprise

• Personalized, integrated experience

• Knowledge sharing made easy:Create, share, and monitor information and expertise across your organization

• Collaborate cross-functionally In virtual communities

• Search for people, information, and communities to find answers faster

• Participate anytime, from anywhere via mobile apps for iPhone, iPad, Cius


Collaboration-Enabling Content Management


Maximize Cisco UC Investments

• “Hover Card”: Access anyone’s presence, and click to IM, call, or launch a meeting

• Schedule, manage, and launch instant WebEx web conferences

• Manage Unity Connection voice messages through visual voicemail portlet

• Built-in enterprise soft phone ties directly to Cisco UC manager 7.0 or later


Participate from Anywhere, Anytime


Cisco Advanced Services for Quad Implementation and integration


Cisco Collaboration Applications Deliver

Better Together FunctionalityShared infrastructure for video, voice, IM, and presence

1

Broadest Range of InteroperabilityWork across platforms, browsers, devices

2

Enterprise-Class ITSecure, scalable, flexible, and compatible

3

Real-Time ROIOperational costs, productivity gains, strategic edge

4



Virtualization



CLOUD

ON PREMISE




SERVICES

Virtualization


Virtualize Collaboration

Virtualize the ApplicationsCollaboration applications virtualized in the data center

1

Virtualize the DeliveryProvide Collaboration as a service from the cloud

2

Virtualize the WorkspaceEnable desktop virtualization without the compromises

3


Dynamically add UC capacity;move active servers as needed

Cohesive solution fully supported by Cisco

Deployment flexibility

Easy installs, upgrades, and zero-downtime backups

Unified application management tools for the data center

Reduced hardware footprint, power, and cooling

Cisco UC in the Virtualized Data CenterUnified Communications on the Unified Computing System


Management

Operational Improvements

Hardware Independence

End-to-end Support and Integration

Availability and

Scalability

TCO Savings

Virtualizing the Applications1


• Unified Communications Manager with Integrated Mobility

• Unified CM Session Management Edition

• Unity Connection

• Unity

• Unified Presence

• Unified Contact Center (Enterprise & Express)

• Unified Customer Voice Portal

• More to come: CUEA, CUMA, CER, etc.

Virtualized Application SupportBroadest support for virtualized collaboration

Virtualizing the Applications1

Support for Cisco UC Applications on IBM and HP spec servers available upon request


Increased Demand for New Consumption ModelsNew deployment options are outpacing traditional CPE

• * Forrester Research, Mar 2009,: Cisco commissioned research on Global Managed Services Opportunity

Customer Premises

Equipment

Hosted Services SaaSManaged CPE

CAGR 2013 12%+ 27%+ 23%+18%+

Customer Care

ConferencingTelePresenceEnterprise

Social SoftwareMobile

ApplicationsMessagingIP

Communications

Virtualizing the Delivery2


Why Collaborate in the Cloud?Financial Drivers

• Opex vs. Capex• Consolidate and

centralize IT• Reduce real-estate and

energy costs

Flexibility and Agility

• Scale up and down with business needs

• Faster deployment and accessibility

• Business continuity

Globalization

• Global acceleration• Worldwide collaboration• Standard services for all

employees• Optimize business

process

Strategic Advantage

• Core vs. context• Acceleration of

business strategy• Proven capabilities



Cisco Hosted Collaboration Solution

Hosted Collaboration Solution (HCS) Management

Unified Communications Collaboration Applications

Cloud-Ready Virtualization Platform


Scalable, Resilient Network


Enterprises Value SP Differentiators when Considering Cloud Services



Consistent Approach to Fulfillment Enable Rapid Service Innovation

Leverage ecosystem of specialized provisioning tools

Introduce New Services

Rapidly

Plug tools into a standards-based mediation layer, avoid bilateral integrations

Avoid “Spaghetti” of Custom

Integrations

Create automated workflows spanning multiple components

Provision Multiple

Services at Once, with

“Zero Touch”



End-to-End Approach to Assurance Enables Superior User Experience

Specialized assurance tools cover data center, network, and applications

Cover Differentiating SLAs

End-to-End

Common dashboard for real-time fault management across all domains

Isolate Faults Quickly

Correlate performance metrics across domains

Anticipate Problems Before the

Customer Calls

Cross-system capacity managementStay Ahead of the

Growth Curve

Roles-based access control to allow customer login

Provide Visibility to the Customer



Large Enterprise

UC on UCSHCS

Management

Hosted Private NetworkPure Hosted Hybrid On PremisesREMOTE MANAGED

Customer 4 Customer 5

UC on UCS UC on UCS

Customer 1 Customer 2 Customer 3

UC on UCS

Flexible Deployment ModelsPSTN

3G/4G Mobility Network

VMWare ESXi Server

HCS AppsHCS Apps HCS Apps

HCS PARTNER CLOUDHosted Private Cloud



The HCS Whole Offer

Delivery and Operations

Go-to-Market

Support

Hosted Collaboration

Solution

Commercial Terms

• UC, web, and video collaboration

• Provisioning and management• Delivered on cloud-optimized

infrastructure

• Operations readiness discovery

• Services complement partner delivery strategy

• Build and engineering services

• Flexible financing: capex to opex options

• Single contact for HW, SW & services

• Joint business model development

• Cisco compensation• Cisco sales engine• Joint marketing• Sales enablement• MSCP



What We’ve Heard From Customers…

Flexibility / Business Continuity

Total Cost of Ownership

Data Security

Desktop Virtualization Drivers

Fragmented Solution Set

Maintaining High Quality for Video, Voice Experience

Desktop Virtualization Challenges

Return on Investment

Virtualizing the Workspace3


New Virtual Workspace is Key… to Meet the Evolving Business Requirements

PC Centric

Phone Centric

Video Centric

Next Generation Virtual Workspace



2010 2011 2012 20130

10,000,000

20,000,000

30,000,000

40,000,000

50,000,000

Gartner Hosted Virtual Desktop Installed Based Forecast

78%

91%

138%

The Market is Ready

Graphic adaptation created by Cisco based on Gartner data. Source: Gartner, Inc., Forecast: Hosted Virtual Desktops, Worldwide, 2010-2014 (2010 Update), 2010 – 2014 (2010 Update), Ranjit Atwal, December 1, 2010.

In Millions


Voice, Video, Virtual Desktop ChallengeMonolithic data flows

• Voice/Video embedded in the display protocol

• Media flow goes all the way to data center and back

• Heavy processing on virtual desktop in data center

• Bandwidth explosion

• Latency and jitter

• Display protocol and possible endpoint become unstable

Virtual Desktop

Virtual Desktop

Media manager WAN

Thin Client

Display Protocol

Thin ClientDisplay Protocol

Media Flow

Media Flow

Data Center

Signalling

Signalling



A New Desktop Virtualization Experience is Required

Your IT staff requiresStandardization and Security

Your Employees requireRich Media Collaboration

VXI



Next Generation Virtual WorkspaceUnifying Virtual Desktop, Voice, Video

Cisco VXI• User interacts with “soft client”

on virtual desktop in data center

• VXC intelligently routes local client-to-client streaming of video / voice

Benefits• Bandwidth reduction

• Reduced processing in data center, increase in VM blade density

• High quality voice and video

Network handling real-time data (QOS, CAC)

Eliminates hair-pinning of media through data center

VM-User 1

VM-User 2

CUCM VXI Cloud

DesktopVirtualization Protocol

DesktopVirtualization Protocol

Media Flow

Media Flow

Data CenterCitrix XenDesktop

Signalling(SIP)

Signalling(SIP)

Signalling(SIP)

Signalling(SIP)

Media Flow

Avoiding the Hair-pinning Problem

VXC 4000

VXC 6215



Cisco Virtualization Experience Infrastructure (VXI):

Virtualization-Aware Borderless Network

VirtualizedData Center

Virtualized Collaborative Workspace

UC on UCS

Desktop Virtualization without the compromises


Virtualizing the WorkspaceDesktop Virtualization without the compromises

3


Summary: Virtualizing Collaboration

Virtualize the WorkspaceDesktop virtualization without the compromises

3

Virtualize the ApplicationsCollaboration applications virtualized in the data center

1

Virtualize the DeliveryCollaboration as a service from the cloud

2



Collaboration ServicesServices from Cisco and Our Partners





CLOUD

ON PREMISES


SERVICES


Process, Culture, Technology

Collaboration isn’t just about technology. We’re using collaboration to change the way we work.

- John Chambers, CEO of Cisco


Maximize Your Investments with Services

• Reduce asset investments

• Optimize existing resources

• Decrease liabilities and risk

• Accelerate ROI

Assess and Prepare Adopt, Implement and Optimize

Enhanced Long-Term Rate of Return

• Enhance employee, customer, and citizen experience

• Reduce in risk and complexity

• Reduced time to breakeven

Average reduction in costs withoptimized network infrastructureSource: Cisco Services

20% Higher growth than peers by leveraging IT to transform business processesSource: Bain & Co

35%


Collaboration Services To Support Your Journey

Envision IT Architecture

Align Businessand IT Strategy

Optimize Infrastructure

Improve Operational Efficiency

Implement Architectures

Drive Business Innovation

Enable Solutions

Leverage Network

for Business Outcomes

ProfessionalServices

IT, Networking & Enterprise Architecture Consulting

Discover, Optimize & Automate Infrastructure

Plan, Build, & Run New Technologies & Architectures

TechnicalServices Foundational Support

High-Touch Support

Remote Management

Smart Service CapabilitiesProactive Predictive Pre-emptive

Plan, Build, & Run Industry & Business Solutions

Cis

co

+ P

art

ne

rs


Collaboration Architecture ServicesPlan, Design, Implement, Operate, Optimize

Cisco Collaboration Change Management

Service

Cisco Customer Collaboration

ServicesCisco Quad Service

Cisco TelePresence Services

Cisco Unified Communications

Services

Cisco WebEx Collaboration

Services


Collaboration Change Management Service

Evaluate people, policy, and processes

Set strategy, planning, and ongoing project sponsorship and governance

Develop communications strategy, planning, and support

Create training strategy, plan, development, and delivery Assess

Set Strategy &

Governance Market

Train

A holistic approach to change management helps your team manage potential deployment challenges and addresses the people, culture, business, and process issues associated with using collaboration solutions to obtain desired business results.

• Create short-term wins

• Embed it into the culture

• Make change stick

• Create a sense of urgency

• Build leadership team

• Get the vision right

• Communicate for buy-in

• Mobilize the organization


Customer Collaboration Services (formerly Contact Center)

Define a sound business strategy and technology roadmap

Develop a detailed design; implement to meet requirements

Assure reliable, efficient day-to-day operations

Maximize operations, architecture, and performance

Strategize & Plan Design &

ImplementOperate

Optimize

Maximize your customers’ experience with services that help your contact center deliver richer collaboration by integrating technology innovations and maximizing application performance

• Integrate social-media customer communications

• Enable multimedia capture and storage

• Video-enable customer care

• Support speech self service

• Access enterprise experts

• Support multichannel contact management

• Use virtual contact center routing and reporting


Cisco Quad Service

Define a clear business and technical strategy

Successfully deploy Quad Platform to meet business and technical requirements

Provide guidance for ongoing adoption, support, and roadmap planning

Strategize & Plan

ImplementSolution Support

Cisco Services helps increase productivity by determining the best approach for integrating Cisco Quad into your existing infrastructure, using comprehensive solution approach that includes strategic planning, solution deployment, solution support, and change management.

• Enable the development of user communities

• Allow people to connect through communities, projects, specialties,and interests

• Use as an enterprise platform to collect and access information


Cisco TelePresence Services

Provide comprehensive support throughout planning and deployment

Protect your investment with dedicated, system-level support and maintenance

Offer 24/7 support and access to specialized experts to ensure optimal performance

Collaborate with experts to eliminate complexity, manage network changes, maximize ROI

Plan, Design,

Implement Essential Operate Service Remote

Management

Optimize

Cisco Services works with you to maximize your investment and deliver new and better visual experiences that optimize business processes and enable collaboration anywhere, anytime.

• Off-load IT staff

• Foster user adoption

• Implement without disrupting existing applications

• Add ongoing support to meet your specific needs


Unified Communications Services

Define a sound business strategy

Identify key business and IT considerations before implementing solution

Maximize day-to-day operations

Run solution at peak performance Prepare Plan,

Design, Implement

Operate

Optimize

Services from Cisco and our partners help you build, plan and run a secure and resilient solutions, based on proven methodologies. Accelerate cost savings and productivity gains associated with deploying Cisco Unified Communications solutions.

• Align your business and technical needs

• Assess organizational readiness

• Integrate mobility, video andinnovative new clients and devices

• Migrate from PBX toUnified Communications

• Run a secure, reliable solution


WebEx Collaboration Services

Accelerate collaboration results by working with Cisco Services to integrate WebEx solutions into your business processes, technology and culture—globally.

• Integrate products into a single event destination

• Plan, design, and implement to meet your needs

• Provide personalized product training and instruction certification

Analyze network, traffic, and network performance metrics

Complete requirements planning, configuration design, testing, and governance

Develop roadmaps, service and upgrade strategy, dedicated contacts, process management, and personalized training

PreparePlan,

Design, Implement Operate &

Optimize


How can we help you on your Collaboration Journey?• Align Technology and Business Investments

• Make successful technology transitions

• Realize higher return on technology investment


Cisco Collaboration Services Deliver

Cisco Collaboration Services

Networking ExpertiseReliable experts, information you can trust, knowledge you can use

1

Innovative SolutionsArchitectural solutions designed to accelerate your success

2

Smart, Personalized ExperienceActionable network intelligence to optimize technology investments

3

Collaborative Partner Approach Industry-leading partners, unmatched scalability and expertise

4



New Collaboration Experiences

Training & Education

Virtual Meetings

Events

Streamlined Workflows

Active Collaboration Room

Financial Expert

Expert On Demand

Lobby Ambassador

IntelligentContact Routing

HD Recording Studio

On-the-GoOffice Communications

IntercompanySupplier Collaboration

Classroomof the Future

Virtual Teams


CHALLENGE

Extend conference reach, duration, and revenue potential

Build community to brainstorm solutions for environmental sustainability

Increase Fortune brand recognition

Fortune Grows Its Executive Conference Audience by 7X

SOLUTION

Collaboration for Events experience delivered conference to virtual attendees via WebEx LiveStream

Post-conference video viewing and commenting with Cisco Show and Share

Cisco WebEx Advanced Services mitigated virtual event risk

Shared conference content with 1700 virtual attendees and 300 in-person attendees

750 people viewed 1200 video hours in 30 days following event Now prepared to create new revenue streams for future events

Business Value


CHALLENGE

Leverage Web-based technologies to communicate regardless of location

Increase employee effectiveness and productivity

Reduce travel, increase quality of life, reduce carbon footprint

Tesco Streamlines Collaboration with Web and Video

SOLUTION

20 Cisco TelePresence units in 14 locations with plans for continued rollout

WebEx pilot, with plans for global rollout

Web 2.0 pilot with discussion forum, blogs, and wiki

80% to 90% Telepresence utilization rates 2 hours saved per WebEx user each week 45% cut in travel costs for IT and international ops teams 520 people participate in 78 discussion forums Make international strategy decisions in days not months

Business Value

Source: Cisco IBSG public success story


CHALLENGE

Accelerate stroke diagnosis to improve patient outcomes

Increase productivity of providers

Simplify training of staff

Hospitals Use Collaboration to Enable Remote Diagnosis

SOLUTION

Cisco TelePresence in ER, consultants’ offices for remote stroke diagnosis

Integrated TelePresence, Unified Personal Communicator for patient interaction

Training via WebEx Meeting Center

Saved valuable minutes in stroke diagnosis Increased training efficiency 100-fold Freed up 50 hours annually for each doctor

Business Value


CHALLENGE

Accelerate performance across multiple U.S. subsidiaries

Deliver excellent member experience and meet strict government SLAs

Free up funds for services that directly benefit members

Molina Healthcare Enhances Collaboration Across Multiple Sites

SOLUTION

40 Cisco TelePresence systems in 15 sites

MeetingPlace and Personal Communicator for desktop collaboration

Contact Center Enterprise and Customer Voice Portal

Reduced travel costs by 10% (expected) Reduced typical meeting time by 50% Avoided staff increases by shifting 20% of calls to self-service

Business Value


CHALLENGE

Eliminate office space entirely

Reduce costs while ensuring employee productivity

Maintain same excellent customer service as when employees worked in office

Chorus Becomes a Fully Virtual Company

SOLUTION

Telework solution includes IP Communicator or phone, Contact Center Express, Unity, and VPN Client

Cisco WebEx for remote tech support, meeting collaboration, and customer software demos

Eliminated US$400,000 annual office space cost Reduced open IT cases 50% due to improved team

communications Increased employee satisfaction and productivity

Business Value


CHALLENGE

Increase collaboration across multiple global businesses

Accelerate decision-making and speed to market

Reduce travel to cut costs, improve quality of life, and reduce carbon footprint

P&G Transforms the Way It Does Business

SOLUTION

82 Cisco TelePresence-based Video Collaboration Studios in 31 countries

Cisco Services handles planning, design, implementation, remote management

Saved millions of dollars in travel costs by eliminating thousands of flights

$4 benefit for every $1 spent on Collaboration Video Studios (est.) New opportunities for business transformation and innovation

Business Value


CHALLENGE

Simplify communications among employees in three countries

Reduce voice and travel costs

Improve customer service

Increase efficiency without more staff

Biesse Enhances Global Collaboration for Improved Customer Service

SOLUTION

Cisco WebEx for remote troubleshooting and repair of customer systems

Contact Center Express for call center routing

Presence enables employees to reach each other quickly, regardless of location

Saved US$5000 daily by reducing repair visits to customer sites 8 of 10 customer calls that previously required an onsite

technician are now resolved with WebEx Simplified conferencing and collaboration

Business Value


CHALLENGE

Drive customer intimacy thru lifecycle

Accelerate time to market: services and off shore

Improve agent productivity and visibility

Complex incumbent Avaya and Genesys

Zero incremental cost business case

Austar Transforms Customer Care

SOLUTION

Contact Center Enterprise and Customer Voice Portal improve customer satisfaction

Multiple Application Pop via CAD

Scalable-edge self-service option for movies-on-demand and pay-per-view

Single source for reporting metrics

Saving of $1M+ annually with Cisco platform Served 67% more customers with only 11% cost increase Self-service interactions increased to 60% from 15% Accomplished complete network refresh with no unplanned outages

Business Value


CHALLENGE

Differentiate based on customer service in competitive cosmetic industry

Increase sales-operation efficiency

Reduce costs

Kroma Improves Sales, Reduces Costs

SOLUTION

Cisco WebEx enables more efficient meetings with prospective wholesalers

Smart Business Communications System for ease of use and faster customer response

Digital Media Signage allows innovative POS advertising

Doubled sales closing ratio Reduced phone bills by 33% Cut shipping costs by 15% Lowered power consumption by 10%

Business Value


CHALLENGE

Enable engineers with specific expertise to meet customers without the time and cost of travel

Enable collaboration across nine locations

Nexus Gains Competitive Advantage

SOLUTION

Cisco WebEx and MeetingPlace for customer meetings

Nexus’ Connect to Expert service via TelePresence

Cisco Presence and IM for faster decision-making and collaboration

25% growth year over year for past 4 years Saved US$31K and 1,830 hours of engineers’ time worth US$76K

from travel avoidance in 5 months Held 172 scheduled and 786 spontaneous TelePresence

sessions with customers in 5 months

Business Value


CHALLENGE

Improve collaboration between global teams without straining network or budget

Find conferencing solutions that integrate with existing applications

Support company-wide green initiative

Parsons Brinkerhoff Creates a Smarter Way to Work Globally

SOLUTION

WebEx meetings to share files and annotate projects in real time

TANDBERG video conferencing to replace in-person meetings

WebEx and TANDBERG combine to offer unified web and video-conferencing solution

Saved AU$750,000 in travel costs within 60 days Extended reach and improved collaboration between colleagues,

partners, and customers Reduced carbon footprint

Business Value


CHALLENGE

Provide top-quality training to widespread 8,000-agent sales force

Reduce time and money spent on travel

Increase collaboration to share best practices among employees and industry

Collaboration Supports Growing Business

SOLUTION

WebEx Training Center delivers consistent training regardless of location

Cisco TelePresence to conduct executive meetings

IP phones for voice communications

Reduced travel by 70% while reaching greater number of agents Improved training resulting in increased competitive advantage Furthered companywide green initiative

Business Value


Services Customer Success Stories


CHALLENGE

Scale unified communications solution in complex infrastructure for proliferation throughout eight major airports

Achieve business and technology objectives

Remain environmentally responsible and comply with government standards

British Airport Authority Scales for Growth

SOLUTION

Design a core unified communications architecture that can be used in other BAA locations

Assess current infrastructure and provide secure migration strategy

• Align technology goals to business initiatives and industry standards• Implement sustainable, secure UC network in all eight major U.K.

airports• Environmentally conscious network keeps BAA at the forefront of the

sustainable aviation debate

Business Value

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CHALLENGE

Increase customer satisfaction and confidence

Expand into other countries

Meet regulatory requirements

Banesco Banco Universal Improves Customer Service

SOLUTION

Engaged Cisco Advanced Services to deliver proactive, reactive, and security services

Worked with Cisco partner Desca to implement business solutions

• Improved customer experience and employee productivity by stabilizing network

• Prepared for growth by building a scalable network foundation• Reduced risk and increased customer confidence by enhancing

security

Business Value


CHALLENGE

Improve guest experience

Increase operational efficiency of mobile employees

Lower costs by minimizing equipment space and power requirements

Carnival Cruise Lines Improves Guest Experience

SOLUTIONCisco Unified Wireless Network for paid Internet access anywhere aboard shipCisco Unified Wireless IP Phones 7925G and 7921G provided to crew and loaned to parents of children in Camp CarnivalCisco Services readiness assessment and implementation services

• Streamlined shipboard operations and group communications• Improved collaboration between crew and headquarters, resulting in

increased crew satisfaction

• Enhanced guest experience by providing pervasive internet access, which also increased internet access revenues by 15%

Business Value


CHALLENGE

Educate next generation global leaders

Enable collaboration within and outside university

Streamline day-to-day operations

Duke University Improves Student Experience

SOLUTION

Cisco Unified Communications for voice, unified messaging, and contact centers

Cisco Collaboration tools for real-time, face-to-face interaction and community building

Cisco Services Planning, Design, and Implementation Services

• Extended interactive classroom experience around the world

• Enabled students, faculty, and staff to collaborate anytime, anywhere

• Saved US$2.5 million annually in communications system support

Business Value


Cisco’s Leadership in CollaborationVideo / Telepresence

Gartner: August 2011


Gartner: August 2011

Gartner: June 2011

Contact Center

Strong Negative

Caution Promising PositiveStrong

Positive

Cisco X

LifeSize X

Magor X

Polycom X

Radvision X

Teliris X

Vidyo X

Gartner: November 2010

Web Conferencing

Corporate Telephony

Gartner: July 2010


Optimize Infrastructure

Network Discovery and Optimization

Adopt, Implement and

Optimize Architectures

Enable Solutions

Leverage Network for Business Outcomes

Envision IT Roadmap

Align Business and IT Strategy

Begin the Journey to Highly Utilized Collaboration Solutions with Services from Cisco and Our Partners

Average reduction in costs withoptimized network infrastructureSource: Cisco Services

20% Higher growth than peers by leveraging IT to transform business processesSource: Bain & Co

35%

Realize the Full Business Value of Your Technology Investments


Maximize Collaboration Investments with Professional Services

Establish alignment between IT and business objectives to more

effectively leverage collaboration capabilities and

drive business value

Collaboration Discovery Sessions

Collaboration Strategy and Vision Workshop

Collaboration Assessment

Deployment Roadmap

Collaboration Strategy & Architecture Services

Extend and enrich the live, face-to-face experience over a wider range of interactions and greater distances with minimal

effect on internal resources

Planning, Design, and Implementation:

Customer Requirements Gathering

Detailed Design Development

Network Implementation Plan

Acceptance Documentation

Deployment

Business Video Experience Services

Smooth the transition to an infrastructure that provides an optimal virtual desktop user experience from anywhere,

using any device, any media

VDI Strategy

VDI Planning & Design

Virtualization Experience Infrastructure (VXI) Services


Text Voice, Video

Par

ticip

ants

Collaborative ToolsO

ne

Man

y

Changing the Way We WorkExpanding collaboration to include broader, richer interactions

Documents

IM

Email

PersonalTelepresence

Voicemail

Discussion Forums

StreamingVideo

Wikis Blogs Contact Center

Conferencing

Social Networking

Desktop Video

Group Telepresence

Video Events

Social Video

Voice


Thank you.


10,000 users+

2,500 users+

1000 users+

HOSTEDON-PREMISES

Flexible Deployment Options