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Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
17363_02_2003_c6 © 2003, Cisco Systems, Inc. All rights reserved.
Au profit de la productivité
Michel Houde
Vice-président régionalEst du CanadaCisco Systems
© 2003, Cisco Systems, Inc. All rights reserved. 2227363_02_2003_c6
Where Are We Today?
• In the last 12 months, all major communication suppliers have announced that their next-generation products will be based on IP
• For many businesses, it is no longer a question of If, but When
• The business case for IP telephony is increasingly driven by measurable gains in end-user productivity
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 3337363_02_2003_c6
The Vision: Any Time, Anywhere Communications
Highly Available
Highly Available
Exponentially Scalable
Exponentially Scalable
Electrical Grid
Universally AccessibleUniversally Accessible
© 2003, Cisco Systems, Inc. All rights reserved. 4447363_02_2003_c6
The Vision: Any Time, Anywhere Communications
Highly Available
Highly Available
Exponentially Scalable
Exponentially Scalable
Electrical Grid
MessageStoreMessageStore
PSTNGatewayPSTNGateway
ApplicationServer
ApplicationServer
IP PhoneIP PhoneSoftswitchSoftswitch
Call AgentCall Agent
IP Communications GridIP PhoneIP Phone
E-MailE-Mail
EthernetEthernet
Universally AccessibleUniversally Accessible
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 5557363_02_2003_c6
The Reality: Solutions Starting to Catch Up With the Vision
TDM SwitchingFabric
TDM SwitchingFabric
Line CardsLine
CardsTrunk CardsTrunk Cards
CallControl
CallControl
Directory ServicesDirectory Services
Voice Mail
Voice Mail IVRIVR
Line CardsLine
Cards
PSTN
PBX 1980-1998
IP
PSTN
Ethernet Switching
Fabric
Ethernet Switching
Fabric
Trunk GatewayTrunk
Gateway
CallControl/
SIP Proxy
CallControl/
SIP Proxy
Policy/RegistryPolicy/
Registry
MessagePortal
MessagePortal IVRIVR DNSDNS
E911/Location
E911/Location
Line Gateway
Line Gateway
Mobility/PresenceMobility/Presence
ENUMENUM
IP PBX, 2003+
CallControl
CallControl
Directory ServicesDirectory Services
UnifiedMsg
UnifiedMsg IVRIVR DNSDNS
E911/Location
E911/Location
Line Gateway
Line Gateway
IP PBX, 1999-2002
IP
Ethernet Switching
Fabric
Ethernet Switching
Fabric
Trunk GatewayTrunk
Gateway
PSTN
© 2003, Cisco Systems, Inc. All rights reserved. 6667363_02_2003_c6
Over Half of US Businesses Using IP Telephony
Source: InfoTech, December 2002
The “Second Chasm” Between Initial
Implementation and Committed Migration
The “Second Chasm” Between Initial
Implementation and Committed Migration
The “First Chasm” to Conduct Initial Trials of
IP Telephony Has Essentially Been Crossed
The “First Chasm” to Conduct Initial Trials of
IP Telephony Has Essentially Been Crossed
Percentage of US Enterprises Using IP Telephony
More than 5 sites
At Least 1 Site
80%
0%
20%
40%
60%
2000 2001 2002 2003 2004
67%67%
40%40%
3%3%
20%20%
54%54%
16%16%8%8%
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 7777363_02_2003_c6
Many “Killer Apps” for IP Telephony
Instant Messaging
Class Registration
Room Service
Flight Schedule
Time Card
Account Codes
Inventory Check Interest Rates
Wake up Call Headline News
Outlook Integration
Employee Benefits
Employee Directory
Emergency Bulletin Shipment Tracking
Advertising Purchase Requisitions Conference Manager
Unified Messaging Local Attractions
© 2003, Cisco Systems, Inc. All rights reserved. 8887363_02_2003_c6
What Makes the Business Case Compelling?
$$$
Hurdle RateHurdle Rate
Return
$$ Investment $$$
ROI from a 10% Decrease in IT Support CostsROI from a 10% Decrease in IT Support Costs
ROI from a 2% Increase in End-User ProductivityROI from a 2% Increase in End-User Productivity
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 9997363_02_2003_c6
Which Technologies Will Drive Employee Productivity?
IP Telephony Ranked Second on List of Technologies Associated with Improved Employee Productivity
IP Telephony Ranked Second on List of Technologies Associated with Improved Employee Productivity
Source: Sage Research, January 2003
Virtual Private Networks
IP Telephony
Wireless LANs
Wireless Email
Mobile Technology
Instant Messaging
Other
60%
54%
47%
30%
26%
18%18%
2%2%
© 2003, Cisco Systems, Inc. All rights reserved. 1010107363_02_2003_c6
ROI for Today: The IP Telephony Hierarchy of Needs
1. More Efficient Asset Utilization1. More Efficient Asset Utilization1. More Efficient Asset Utilization“Help me save money”“Help me save money”
2. Integration with Existing Systems2. Integration with Existing Systems2. Integration with Existing Systems“Work smoothlywith what I have”“Work smoothlywith what I have”
3. Manage Risk3. Manage Risk3. Manage Risk“Give me flexibility to adapt to changing business conditions”“Give me flexibility to adapt to changing business conditions”
4. Business Virtualization4. Business 4. Business VirtualizationVirtualization
“Help me work across boundariesinside and outside my business”“Help me work across boundariesinside and outside my business”
“Give me an advantage over my competition”“Give me an advantage over my competition”
5. Competitive Advantage
5. Competitive 5. Competitive AdvantageAdvantage
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 2020207363_02_2003_c6
Démonstration
• Luc Paradis
• Don Etienne
• Tony Mastroianni
• Patrick Ouellet
© 2003, Cisco Systems, Inc. All rights reserved. 2121217363_02_2003_c6
PSTN
Démo #1: Pour créer des application qui vont encore plus loin……..
CRS-HTTP.aef
CRS-IVR.aef
CRS-Inventaire.aef DB
UnityEmail
SQL Query (JDBC)
Query Results (JDBC)
CRAE v2.2
OOS Notification (SMTP)
HTTP
Call Manager
IP/IVR
SQL W
rite
Web
Agent
Distribu
tion
des app
els
Internet
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 2222227363_02_2003_c6
Demo #2 – Des applications qui en donnent plus- Le 911 et la mobilité!
MSAGMSAGALI DBALI DB
Réseau LEC
Commut. en tandem(Routeur sélectif 911)
Commutateur CO
PRI CAMA
SS7
1150 rue St-Louis514-682-4225
700 La Gauchetière
514-395-5576
Pavillon 1
Pavillon 2
911911
6001
6001ER
CM
GW
PSAPPSAP((VilleVille A)A)
PSAPPSAP((VilleVille B)B)
911911((60016001))
911911((514514--395395--55765576))
514514--395395--55765576PSAP “A”PSAP “A”
514514--395395--55765576
700 La700 LaGauchetièreGauchetière
OufOuf!!
1800
© 2003, Cisco Systems, Inc. All rights reserved. 2323237363_02_2003_c6
What Have We Learned?
• Lower TCO is required but not sufficient
• There is no one “killer app” for IP telephony
• Compelling ROI is driven by increasing end-user productivity
• There is a quantifiable business case for IP telephony today
Copyright © 2001, Cisco Systems, Inc. All rights reserved. Printed in USA.Presentation_ID.scr
© 2003, Cisco Systems, Inc. All rights reserved. 2424247363_02_2003_c6
Ten Things to Demand from Your Communications Vendor
1. Don’t make me do a “forklift upgrade” of my existing network
2. Prove to me that my IP telephony network will be secure
3. Show me how I can get more value from my CRM system, etc.
4. Show me advanced serviceslike enhanced 911
5. How I can provide a consistent end-user experience for large offices, small sites, and telecommuters?
6. How can I use my disaster recovery hot site for voice?
7. Describe how I can accommodate employees who work from multiple locations
8. How I access voice services if the main office is inaccessible?
9. Show me the productivity gains relevant to my industry today
10. Show me how I can get competitive advantage by decreasing time to market or improving customer responsiveness
© 2003, Cisco Systems, Inc. All rights reserved. 2525257363_02_2003_c6
Quantifying Business Value of IP Telephony
(5) Incremental Top-Line Revenue
(4) Increase in End-User Productivity
(3) Value of Future Options
(2) Increase in Return on Net Assets
(1) + Reduction in Total Cost of Ownership
(5) Incremental Top-Line Revenue
(4) Increase in End-User Productivity
(3) Value of Future Options
(2) Increase in Return on Net Assets
(1) + Reduction in Total Cost of Ownership
Total Business Value of IP TelephonyTotal Business Value of IP Telephony© 2003, Cisco Systems, Inc. All rights reserved. 2525257363_02_2003_c6