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© 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”
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 11
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.”
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
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.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
The New Collaborative Workspace
Mobile, Social, Visual, Virtual
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
Architecture LeverageUnite applications and endpoints.
From the Desktop to the Boardroom
Cisco UnifiedCommunications
Manager
On Premises CloudHybrid
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Cisco’s Strategic Direction
Secure Intracompany
FlexibleConsumption Models
EnterpriseSocial Software
Pervasive Video
Interoperable,Open Architecture
Integrated Experience
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
Cisco Collaboration Portfolio
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 27
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 28
Unified Communications
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
Cisco Collaboration Portfolio
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
Cisco UC Manager Uniting applications and endpoints
From the Desktop to the Boardroom
On Premises CloudHybrid
Cisco UnifiedCommunications
Manager
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
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.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
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
Business to Business3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
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
Business to Business3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39
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
Choice of Endpoints and Devices4
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40
Cisco Cius: The Power to CollaborateThe first enterprise-grade mobile collaboration device
Choice of Endpoints and Devices4
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41
Cisco AppHQ: Power to CreateThe first enterprise-grade, secure application center
Choice of Endpoints and Devices4
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42
Complete Lifecycle Management Cisco Unified Communications Management Suite
Service Quality Monitoring
Monitoring, Alerting and Troubleshooting
ProvisioningReporting
Complete Lifecycle Management
Management5
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 43
Summary:Cisco Unified Communications Delivers
Cisco Unified CommunicationsManager
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
Choice of Endpoints and DevicesFrom IP phones to mobile devices to video experiences
4
ManagementIntegrated tools for intelligent administration and user support
5
<< RETURN TO PORTFOLIO
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 44
Customer Collaboration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
Cisco Collaboration Portfolio
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 47
Yesterday’s solutions aren’t enough. Customers want to be taken care of...
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 48Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 48
Yesterday’s solutions aren’t enough. Customers want to be taken care of...
at any time, in any location, and on any device.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 50
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 51
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+
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 52
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 53
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
Technology Imperatives Cisco Solution Sets
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
Technology Imperatives Cisco Solution Sets
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 54
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 55
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)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 56
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 57
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 58
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 59Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 59
Telepresence
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 60
Cisco Collaboration Portfolio
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 61
Video Is Transforming Business
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 62
Cisco TelePresence Delivers“The Power of In-Person” Experience
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 63
Cisco TelePresence + Video Content = More Places | Time Zones | Devices | Relevance
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 65
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 66
The Next Phase of Telepresence Building a community of in-person experiences
Colleagues CustomersSuppliersSuppliers CustomersColleagues
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 67
Multipurpose
PersonalTotal Immersion
From Boardroom to Desktop
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 68
Multipurpose
Personal
Cisco Video Endpoints
Third-Party EndpointsTotal Immersion
Beyond the Boardroom and Desktop
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 69
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 70
Extending the Experience to Organizations of All Sizes
Building Community
AcceleratingGrowth
Providing Choice
ENTERPRISE SMB
Colleagues Customers
Suppliers
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 71
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 72
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 73
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
Cisco Communications ManagerBaseline for innovation
Choice of Endpoints and DevicesFrom IP phones to mobile devices to video experiences.
4
ManagementIntegrated tools for intelligent administration and user support
5
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 74
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 75
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 76
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 77
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 78
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 79
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 80
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
+
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 81
Cisco TelePresence Delivers
Cisco TelePresence
<< RETURN TO PORTFOLIO
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 82Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 82
Collaboration Applications
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 83
Cisco Collaboration Portfolio
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 84
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 85
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 86
Meet the Needs and Preferences of the Evolving Workforce
Office | Teleworkers | Retail | Hospital | Manufacturing
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 87
Mobile ExperienceCollaborate anytime, from anywhere
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 88
Social Experience“Out-of-the-Box” sharing and collaboration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 89
Visual ExperienceVideo gets the “first-class” treatment
High-quality video
Interoperable
Integrated
Upload, view, share, comment, search
Video communications
Video content
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 90
Broadest Range of Platforms, Browsers, and Devices
WebEx Jabber Quad
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 91
Enterprise-Class IT Experience
Secure, scalable, reliableIntegrates with
existing investmentsFlexible
deployment options
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 92
Rich, Real-Time Communications Social CollaborationVirtual Meetings
Better Together
QuadJabberWebEx
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 93
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 94Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 94
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 95
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 96
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 97
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 98
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 99
Communicate from Microsoft OfficeIM, communications integrated for easy access
Cisco Presence Light-ups Click-to-IM, Click to-Call
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 100
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 101
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 103
Collaboration-Enabling Content Management
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 104
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 105
Participate from Anywhere, Anytime
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 107
Cisco Advanced Services for Quad Implementation and integration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 108
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
<< RETURN TO PORTFOLIO
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 109Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 109
Virtualization
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 110
Cisco Collaboration Portfolio
CLOUD
ON PREMISE
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
SERVICES
Virtualization
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 111
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 112
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
Unified Communications
Management
Operational Improvements
Hardware Independence
End-to-end Support and Integration
Availability and
Scalability
TCO Savings
Virtualizing the Applications1
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 113
• 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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 114
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 115
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
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 116
Cisco Hosted Collaboration Solution
Hosted Collaboration Solution (HCS) Management
Unified Communications Collaboration Applications
Cloud-Ready Virtualization Platform
Virtualizing the Delivery2
Scalable, Resilient Network
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 117
Enterprises Value SP Differentiators when Considering Cloud Services
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 118
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”
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 119
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
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 120
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
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 121
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
Virtualizing the Delivery2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 122
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 123
New Virtual Workspace is Key… to Meet the Evolving Business Requirements
PC Centric
Phone Centric
Video Centric
Next Generation Virtual Workspace
Virtualizing the Workspace3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 124
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 125
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
Virtualizing the Workspace3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 126
A New Desktop Virtualization Experience is Required
Your IT staff requiresStandardization and Security
Your Employees requireRich Media Collaboration
VXI
Virtualizing the Workspace3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 127
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
Virtualizing the Workspace3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 128
Cisco Virtualization Experience Infrastructure (VXI):
Virtualization-Aware Borderless Network
VirtualizedData Center
Virtualized Collaborative Workspace
UC on UCS
Desktop Virtualization without the compromises
Virtualizing the Workspace3
Virtualizing the WorkspaceDesktop Virtualization without the compromises
3
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 129
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
<< RETURN TO PORTFOLIO
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 130Cisco Confidential© 2011 Cisco and/or its affiliates. All rights reserved. 130
Collaboration ServicesServices from Cisco and Our Partners
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 131
UnifiedCommunications
TelepresenceCollaborationApplications
CustomerCollaboration
CLOUD
ON PREMISES
Cisco Collaboration Portfolio
SERVICES
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 132
Process, Culture, Technology
Collaboration isn’t just about technology. We’re using collaboration to change the way we work.
- John Chambers, CEO of Cisco
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 133
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%
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 134
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 135
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 136
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 137
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 138
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 139
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 140
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 141
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 142
How can we help you on your Collaboration Journey?• Align Technology and Business Investments
• Make successful technology transitions
• Realize higher return on technology investment
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 143
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
<< RETURN TO PORTFOLIO
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 145
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 147
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 148
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 149
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 150
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 151
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 152
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 153
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 154
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 155
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 156
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 157
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 158
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 159
Services Customer Success Stories
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 160
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 161
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 162
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 163
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 165
Cisco’s Leadership in CollaborationVideo / Telepresence
Gartner: August 2011
Unified Communications
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 166
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 167
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
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 168
Text Voice, Video
Par
ticip
ants
Collaborative ToolsO
ne
Man
y
Changing the Way We WorkExpanding collaboration to include broader, richer interactions
Documents
IM
PersonalTelepresence
Voicemail
Discussion Forums
StreamingVideo
Wikis Blogs Contact Center
Conferencing
Social Networking
Desktop Video
Group Telepresence
Video Events
Social Video
Voice
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 169
Thank you.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 171
10,000 users+
2,500 users+
1000 users+
HOSTEDON-PREMISES
Flexible Deployment Options