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Building an Adoption Plan: The Business Value of Collaboration
Ted SchirkCollaboration Practice
Why?
Disrupt or be disrupted…
The Digital Transformation
Taxi ServicesUber/Lyft
Retail StoresAmazon.com
MusicSpotify/Pandora
HotelsAirbnb
Print AdvertisingGoogle/Facebook
VehiclesTesla Motors/Faraday Future
Point of SaleSquare
BankingFinTechs
What does it mean to be an Agile Organization?
Collaboration is Foundational
Promote the open flow of information
Encourage rapid and iterativeexperimentation and learning
Function as a network of employees,customers, and partners motivated by a shared purpose
Peopleare workingdifferently
Placeswhere people work are changing
Networkscontinue to evolve
Collaboration solutions must adapt to the realities of the Agile Era
Highly mobile and app centric
Small self-organized teams
Time shifted work schedules
Demand for personalization, flexibility, and visual interactions
Employees are transitioning more frequently across more locations
Growth of open office layouts and shared spaces
Information exchange through multiple digital workspaces
Collaboration across and beyond corporate boundaries
Applications available from a combination of clouds
Multi-layer security imperatives
Software defined networks
Changing Workforce/Customers= Changing Expectations
We are only 5 years away from the Net Generation
entering the workforce.
Traditionalist Boomer Generation X
1928–1945 1946–1964 1965–1980 1980–2000 2000–2020
Net Gen
Millennials
Source: Cisco Work Profile Survey, 2014
Business leaders believe team performance is necessary for growth
The Future of Corporate IT, 2013–2017
People
Optimizing bothteam & individual performance
Optimizing only individual performance
TARGET PERFORMANCE
ACTUAL PERFORMANCE
Reve
nue p
er
Em
plo
yee
Time
Performance Over Time
Opportunity for ITIntroduce new technologyto drive team performance.
Prioritize Collaboration
Be twice as likely to outgrow your competition and increase your profits.
-Deloitte
2x
How?
Business Value Opportunities
Transformation of:
Culture / Process / Operations / Workplace
Travel Optimization
Human Capital Management
Make Collaboration Simple
Meetings Experience Workspace Experience
Client Experience
Experience = Key to Successful Business Outcomes
Collaboration Challenge
Today everything is an island
Collaborate:From the Browser to the Boardroom
Browser / mobile Home Branch Small Group Spaces Larger Spaces Boardroom
Voice + Video + Document Sharing on any Device withPartners, Suppliers & Customers
Define desired outcomes
Identify users and processes
Select the right solution
The Collaboration Journey
AgilityCost Control Innovation
Resource Management
Business Process Optimization
Time to Market
Infrastructure Consolidation
Contact Center Optimization
Travel Reduction
Customer Experience
Change Management
New Business Models
Desired Outcomes
The Collaboration Journey
Define desired outcomes
Identify users and processes
Select the right solution
Know Your Users
Mobile WorkerAccount Manager
Contact CenterCustomer Service Agent
Information WorkerFinancial Analyst
ExecutiveVP of Marketing
Deskless WorkerFactory Supervisor
File Sharing Group Communications Real-Time Communications Asynchronous Communications
Identify Processes and Bottlenecks
Bottlenecks
Customers SuppliersPartners
Internal Stakeholders External Stakeholders
Organizational Silos | Legacy Processes | Cultural Resistance to Change
Eliminate the Bottlenecks
The RightCollaboration
Solution
Customers SuppliersPartners
Internal Stakeholders External Stakeholders
Technology
CultureProcess
Getting it Right
Technology
Process
Culture
The Collaboration Journey
Define desired outcomes
Identify users and processes
Select the right solution
Endpoints for Every Need
Every PocketEvery Room Every Desk
Boardroom
Cisco Hybrid
Deliver an Integrated Collaboration Experience
Cisco®
CollaborationCloud
Cisco Spark™ ServiceMessage | Meeting | Call
UnifiedCommunications
CustomerCare
Conferencing
Cisco Collaboration Edge ArchitectureCisco
On-Premises and Partner-Hosted HCS
Decision and Design Support Considerations
To effectively solve business problems.
Benchmarks
What are the KPI and Metrics evident
to plan and measure against?
How am I doing versus my peers for
collaboration capability
enablement?
ROI Models
What value does video drive for the company and at
what cost?
Strategy
What capabilities are needed to
deliver the most value?
What levers can I pull to increase my
capabilities?
Should I be moving my
collaboration services to “the cloud” and why?
Architecture
What is the best architecture for our
requirements?
How do I assess and build for
rapidly evolving user requirements and expectations?
What should my user experience
look like inside my technology platforms?
Optimization
How do I maximize value from my deployed and
deploying services?
Who should get what?
Why and when?
Training
Materials
Incentives
Priorities and Use Case Mapping
Capability Maturity
DevelopmentPrinciples
Reference Architectures
Roadmap
Strategy Architecture
Unified Communications and Collaboration Strategy
Baseline NewCapability
Enhancement Evalua on
ExampleEnterpriseInfrastructure-BusinessVideoTechnologyRoadmap
H1-July H1-2014 H2-2014 H1-2015 H2-2015
1) Mitigate Stability
Issues with Current
Platform
2) Address
Scheduling Concerns
1) Upgraded
Infrastructure
2) Cluster Definitions
1) SIP Trunking
2)Redefined Pilot
Success Criteria
1) Interoperability
between existing
Tracks
2) Extend Video to
Mobility and Archival
Platform
1) Interoperability
2) Mobile Device
Management
1) Extending
Capabilities to
BYOD Platform
2) Enabled VoD
against Use-Cases
1) Fully Enabled
Use-Cases
1) Prelaunch
Strategy
Deliverables
Opportuni es Opportuni es Opportuni es Opportuni es Opportuni es
Dependencies Dependencies Dependencies Dependencies Dependencies
Op mizeExis ngInfrastructure
EnableConnec vitybetweenInternalCollabora onTracks
EnableVideoonDemandPilotforClusterOn-TapUseCases
Tagtargetedmediawithappropriateanaly cheadings
SolidifyUnifiedDialPlan
EnableVideoIntegratedVideoonDemandPla orm
BaselineandOp mizeConvergedPla orm
EnableGovernanceOversight
Extendsecurevisualcollabora ontopartnercommunity
FederateIM/Presencecapabilitytopartnercommunity
EnableMobilityPilottoFacilitateUse-Cases
EnableMobilityandBYODpla orm
Our roadmap development process connects.
13th%Floor%
12th%Floor%
11th%Floor%
10th%Floor%
9th%Floor%
Collabora onProfile1
Collabora onProfile2
Collabora onProfile3
Collabora onProfile4
Collabora onProfile5
Collabora onProfileMappingTargetAreaforAssessment–Floors9-13
• ProfileDefini onandanalysis
• ProfileDefini onandanalysis
• ProfileDefini onandanalysis
• ProfileDefini onandanalysis
• ProfileDefini onandanalysis
SuccessCriteria
VendorConstraints
NetworkSecurity
UbiquitousAccess
NetworkAvailability
Scheduling
DialPlan
CAC/QoS
Redundancy
Analy csCapture
Connec ngarchitecturetobusinessdefinessuccess
SchedulingIntegra on
UserInterfaceIntegra on
UbiquitousAccess
DialPlanandDirectory
Supportability
Scalability
Quality
Connec vityModel
Interoperability
Security
ConsolidatedUCStrategy
UserExperienceRequirements
ArchitectureElements
ArchitectureGuidelines
EaseofU
se
Reliability
Func
onality
Fiscal
ToolIntegra on
Cost
ROI
Interope
rability
Netw
ork
Supp
ortability
CiscoBe
stPracces
Defin
edProdu
ctRoadm
aps
An IT architecture that fails to align with its core business drivers can in no way be leveraged to support an Enterprise’s core imperatives. By analyzing the unique interaction between the architecture and its drivers we can facilitate an action plan to optimize its effectiveness.
Baseline NewCapability
Enhancement Evalua on
ExampleEnterpriseInfrastructure-BusinessVideoTechnologyRoadmap
H2-2013 H1-2014 H2-2014 H1-2015 H2-2015
1) Mitigate Stability
Issues with Current
Platform
2) Address
Scheduling Concerns
1) Upgraded
Infrastructure
2) Cluster Definitions
1) SIP Trunking
2)Redefined Pilot
Success Criteria
1) Interoperability
between existing
Tracks
2) Extend Video to
Mobility and Archival
Platform
1) Interoperability
2) Mobile Device
Management
1) Extending
Capabilities to
BYOD Platform
2) Enabled VoD
against Use-Cases
1) Fully Enabled
Use-Cases
1) Prelaunch
Strategy
Deliverables
Opportuni es Opportuni es Opportuni es Opportuni es Opportuni es
Dependencies Dependencies Dependencies Dependencies Dependencies
Op mizeExis ngInfrastructure
EnableConnec vitybetweenInternalCollabora onTracks
EnableVideoonDemandPilotforClusterOn-TapUseCases
Tagtargetedmediawithappropriateanaly cheadings
SolidifyUnifiedDialPlan
EnableVideoIntegratedVideoonDemandPla orm
BaselineandOp mizeConvergedPla orm
EnableGo
vernanceOversight
Extendsecurevisualcollabora ontopartnercommunity
FederateIM/Presencecapabilitytopartnercommunity
EnableMobilityPilottoFacilitateUse-Cases
EnableMobilityandBYODpla orm
Architectural Alignment Strategy (Strategy and Success Criteria )
CurrentStateMessagingCapabili esScorecard
Presence Capabilities
CapabilityMap
SuccessCriteria
CiscoBestPrac ces
ProductRoadmapAlignment
Interoperability Network Supportability
Vend
or
Constra
ins
DialPla
n
Sche
dulin
g
Ubiqu
itous
Access
Netw
ork
Availab
ility
Security
CAC/Qo
S
Analy
csCa
pture
Redu
ndan
cy
Messaging
IM
Voicemail
Fax
Messaging
2
WebConferencingTelephony
ImmersiveVideo
GroupVideo
PersonalVideoVideo
VideoonDemand
CrowdSourcing
ContentManagement
FullyAligned
Par allyAligned
NotAligned
CurrentStatePresenceCapabili esAssessment
Presence
Capabilities
ExperienceRequirements TargetAudience SuccessCriteria
EaseofUse Enterprise
UnifiedScheduling Healthcare Ad-Hoc
UserInterfaceIntegra on Healthcare Unified–Jabber
UbiquitousAccess Capital BYOD+Client
UnifiedDialPlanandDirectoryServices Manufacturing Escala on
Reliability Enterprise
Supportability–(Day2SupportandTraining) Opera ons Redundant-VoD
Scalability–(CapacityandConcurrency) Opera ons Undefined
Func onality Enterprise
Connec vityModel–(Internal,B2B,B2C) Energy B2B–Internal
BusinessDefinedSecurity–(HIPPA,NIPPER) Enterprise AES
Quality–(Resolu on,FrameRate) Enterprise 720p
Interoperability–(BYOD,Standards) Energy BYOD
ToolIntegra on Opera ons Open
Fiscal Execu ve
Cost Execu ve OPEX
ROI Execu ve EVEN
Messaging
2
WebConferencingTelephony
ImmersiveVideo
GroupVideo
PersonalVideoVideo
VideoonDemand
CrowdSourcing
ContentManagement
Alignment of UC User Experience Requirements (Success Criteria) with Consolidated Current State Architecture
• Identifying In-Scope UC capabilities
• Analyzing current state and desired state Interoperability models
Assessing gaps between current state and desired state architectures as measured against Cisco’s identified best practices and product roadmaps
Provide Architectural Roadmap based on prioritized capabilities, based on opportunities and dependencies
Customer Success Stories
Expanded online program with 1.5x increase in subscriptions
Achieved 50% productivity savings plus energy and carbon gains
90% user adoption of distributed education solution
AgilityCost Control Innovation
Education
University of St. GallenSwitzerland
John MonashAustralia
University of British ColumbiaCanada
University of St Gallenhttp://www.cisco.com/web/about/success-stories/docs/st-gallen.html
John Monashhttp://www.cisco.com/web/ANZ/assets/pdf/monash_collaboration_case_study.pdf
University of British Columbia http://www.cisco.com/c/en/us/solutions/collaboration/university-britishcolumbia.html
Improved customer satisfaction; 80% of calls answered in 20 seconds
Eliminated more than $1M annually in equipment-leasing costs
Increased sales by 15%with Cisco Remote Expert for Banking
AgilityCost Control Innovation
Financial Services
Republic Bank & Trust CompanyUnited States
Raiffeisen BankBosnia & Herzegovina
ING Bank Italy
Republic Bank and Trust http://www.cisco.com/web/about/success-stories/republic-bank.html
Raffeisen Bankhttp://www.cisco.com/c/en/us/products/collaboration-endpoints/raiffeisen-bank.html
ING Bankhttp://www.cisco.com/c/en/us/solutions/collaboration/ingbank.html
Improved response speed by using Cisco Jabber
Reduced voice costsby $20K per month
Expanded reach and response to emergency situations
AgilityCost Control Innovation
Government
City of McAllenUnited States
Derby City CouncilUnited Kingdom.
Alaska Department of TransportationUnited States
City of McAllen http://www.cisco.com/web/strategy/docs/gov/cisco-case-study-city-of-mcallen.pdf
Derby City Councilhttp://www.cisco.com/c/dam/en/us/products/collateral/collaboration-endpoints/derby_city_council.pdf
Alaska Department of Transportation and Public Facilitieshttp://www.cisco.com/web/strategy/transportation/alaska-transportation-dept.html
Reduced time to coordinate care logistics by 29%
Reduced travel by 500,000 km per yearbetween locations
Connected critically ill pediatric patients to their classrooms
AgilityCost Control Innovation
Healthcare
Instituto ZaldivarArgentina
VITAS InnovativeUnited States
Hamburg UKE Medical CenterGermany
Instituto Zaldivarhttp://www.cisco.com/web/about/success-stories/docs/instituto-zaldivar.html
VITAS Innovative Healthcarehttp://www.cisco.com/web/strategy/healthcare/vitas.html
Hamburg UKE Medical Centerhttp://www.cisco.com/web/about/success-stories/docs/hamburg-uke-medical-center.html
Shortened time-to-market by 10%
Saved 20% in call costs Reduced new product introduction cycles by 20%
AgilityCost Control Innovation
Manufacturing
Pilatus Aircraft Ltd.Switzerland
BauerAustria
Sub-ZeroUnited States
Pilatus Aircraft Ltd.http://www.cisco.com/c/dam/assets/global/CH/pdfs/pilatus_v3cs_-_final.pdf
Bauer http://www.cisco.com/c/en/us/solutions/collaboration/bauer.html
Sub-Zero http://www.cisco.com/web/strategy/docs/manufacturing/appliance_producer_innovates_with_ioe.pdf
Improved productivity and accountability of sales teams
Reduced unproductive hours related to training by 50%
Achieved ranking as a top 5 U.K. retail destination
AgilityCost Control Innovation
Retail
John LewisUnited Kingdom
John Eagle Auto GroupUnited States
Trinity Leeds Shopping CenterUnited Kingdom
John Lewis http://www.cisco.com/c/en/us/solutions/collaboration/john-lewis.html
John Eagle Auto Group http://www.cisco.com/c/en/us/solutions/collaboration/john-eagle.html
Trinity Leeds Shopping Center http://www.cisco.com/web/strategy/retail/shopping-center.html
Increased employee productivity by 13-15 minutes per day with BYOD
Reduced travel costs by 2/3 every year through greater use of video
Transformed from 70% traditional cubicle space to 70% flexible workspaces
AgilityCost Control Innovation
Cisco on Cisco
Cisco Cisco Cisco
Collaboration Adoption Incentive
Mobility from Soft Clients
Spark (App)Jabber WebEx
• IM (1:1) & Presence• 1:1 meeting • Telephony & Video• MS Office & Lync
integration• On-Premise
• Scheduled Meetings• Personal Rooms• CMR Integr. w/Video • MS Office Integration• Training/large meeting
features: Polling, recording, breakouts, registration, etc.
• 1:1 & Group• Virtual Rooms• Persistent Content• Escalation to real-
time
