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Cisco Unified Communications Overview

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Presentation on theme: "Cisco Unified Communications Overview"— Presentation transcript:

1 Cisco Unified Communications Overview
Donald A.Dindial March 2010

2 Agenda Communications Environment Cisco Unified Communications
The Real Business Benefits The Cisco Advantage Cisco Partner Network Summary

3 Communications Environment: What’s Affecting the Way We Work?

4 21st Century Business Imperatives
New Work and Communications Model Anytime, Anywhere, Access and Availability Speed and agility required to be competitive Continuity and Compliance no longer nice to haves Innovation is a key driver of business performance Green business practices becoming mainstream Blurring of Work and Free Time Collaborative Communities FLEXIBILITY In today’s business environment there is constant pressure to increase revenues and decrease costs in the midst of ever increasing competition from known competitors and new business models. This has led to an increase in the pace of business. Customer expectations have also increased as they are presented with more options for product and services from an increasing variety of suppliers, which leads customers to be more likely to switch to competitive solutions In this environment, organizations need to be highly agile, responsive, and look for ways to accelerate or revise core processes or even their business model. Events, such as SARS, pandemic planning efforts and evolving regulations and privacy laws, such as Sarbanes Oxley and HIPPA, have led to business continuity and compliance becoming fundamental elements of organization’s communications planning efforts. Collaborations and Interactions must be secure, resilient and compliant. Human interaction is unstructured. Decision support information is semi-structured. Transactions are highly structured. Collaboration blends all three. How can a business ensure that collaborative interaction is secure, delivery is guaranteed when necessary and that such interactions are auditable in an increasingly regulated world? Organizations are also responding to the need to reduce carbon dioxide emissions and evolve to a “Greener” approach to conducting business. A key enabler of emission reducing is limiting travel and commuting. Productivity and business performance will largely come from how well organizations innovate and how effectively they work to make timely well informed decisions. Innovating efficiently requires effectively integrating people, processes and information within the context of your business and demonstrating the agility to understand and respond to changes and the speed to execute before others These realities have changed how we work. The lines between work hours and business hours are blurring. We are moving from the concept of contiguous “working hours” to fragmented “working moments.” Organizations for competitiveness and productivity reasons and employees for flexibility/quality of life reasons are supportive of the ability. And work is increasingly organized around functional communities that span organizational and geographic boundaries and that have a limited, project-based lifespan and require people to collaborate effectively regardless of location and with others outside of their traditional organizations. Transition: How can a business organize and communicate to meet these new realities? This work model requires intelligent, flexible tools to work properly. Existing communications capabilities are largely siloed systems & communications devices and applications, which limit our ability to meet this evolving environment. The answer is even more challenging as related trends have led an dramatic increase in communications complexity, which is further complicating how we communicate. Travel/ Commuting Reduction Programs Built-in Resiliency and Compliance

5 Global Trends Driving Business Change
Clearing…There are several global trends impacting business these days. First of all, organizations are becoming more global in nature…really because they have to for survival. It is clear that organizations have been empowered by the Internet. The team with the brains and talent will win the business, so to speak, whether they are located in Silicon Valley, in India, or China. Organizations and their employees are also much more mobile, in part because the work can “still go on” while they are on a business trip to the East Coast. In a report by IDC, 28% of employees considered their mobile phone to be their primary business phone. In a survey of over 3000 U.S. mobile phone users last year, BBDO found that 75% of people reported keeping their mobile phones turned on and within reach at least 16 hours per day. Virtualization – employees can work effectively from their home office or anywhere they can get a network connection, eliminating commute time and providing organizations with powerful collaborative tools that provide flexibility regarding how they locate workers an structure teams. In a January 2006 survey CDW Government (CDW-G) found that 41% of US federal employees surveyed indicate that they currently telework. The Telework Advisory Group, published an estimate of 22% of the US workforce (or 22.2 million people) working from home at least once a week. These trends and today’s hyper-competitive business environment have resulted in significant changes in the communications environment. People are much more likely to be working closely with people that are not in close proximity, which limits our ability to support traditional processes, such as ad-hoc interactions/information sharing. Cultural and geographic differences also lead to a greater chance for confusion/misunderstanding. Disconnected, unreachable workers slow down processes and projects resulting in delayed or missed deadlines. It is harder to effectively collaborate between remote workers, even if you can reach them. In an effort to adapt to these changes has been a proliferation of devices and applications to support anytime, anywhere communications. People and communications have become more intense with expectations that, in order to remain competitive, decisions must be made promptly for projects to move forward quickly. Everyone is familiar with the personal complexity caused by all the solutions we seem to need in order to stay connected. Often times, we as knowledge workers just put up with this frustration. But really it’s too many devices and because these communication methods are not integrated, they often hinder instead of help. The resulting inefficiency truly does have negative business impact. They bog down business processes, inhibit productivity and business agility, and instead of driving positive customer experiences, they frequently drive customers away because of missed deadlines and missed delivery dates. according to Forrester Research, more than 50% of the companies they surveyed said that communication inefficiencies have become “status quo”—so much so that they experience project delays on a weekly basis. (March 2005 Next-Generation Communications Study) These delays result in missed deadlines, missed delivery dates, and missed revenue opportunities. Ineffective communications also result in missed revenue opportunities because businesses are not prepared to quickly react to market changes. In fact, Mobile Communication Complexity Virtual

6 A New Generation of Empowered End Users
Innovation There is also another dynamic at play that is influencing communications. Consumers – especially those in younger generations – are using technology and the degree to which they use it is dramatically changing. Now it is the end users who are empowered, driving innovation, and changing our experiences. Through advances in communications technology, people are linked by , photos, wikis, blogs, podcasts, instant messaging and more. This is a whole new source of productivity– harnessing the power of the end user. This type of productivity comes from collaboration, co-creation; people working together voluntarily off hours to share common areas of purpose and interest. This new collaboration is being generated and pushed to people and businesses by end users. This is leading to a whole new set of expectations for new users that is joining the work force. Newcomers will provide pressure on organizations to support known communication methods If known methods not supported, then they will go beyond supported solutions … causing more complexity, lessened security, etc. “The next generation of information workers will expect a highly visual, connected, contextual information workplace they can take anywhere.” –Forrester

7 A New Way to Communicate… Open, Collaborative and Effective
A more effective way to conduct business An open solution that works in your existing environment Effective Open Unified Communication Collaborative What we are specifically here to talk about today is “Unifying Communications.” How can we enable more effective communications by using open, standards-based technology to help employees “unify” their communications regardless of the device they happen to be using at the time? Our strategy: Cisco Creates Secure Solutions that Enable More Effective Communications that Directly Impact Businesses’ Top and Bottom Line and Create a More Personal Way of Communicating is really built on three key elements. First, building communications solutions that are effective, that help to eliminate some of the communications complexity by enabling people to reach the right resource the first time. We also are creating solutions that are collaborative….. And of course built on Open standards-based secure systems that are built into the intelligent information network Need a more effective way to conduct business? Eliminate communications complexity and reach the right resource the first time Respond faster to your customers Want a truly collaborative environment -- without borders? Enable user-controlled productivity anywhere, anytime with any device Require an open solution that fits into your existing environment? Standards-based, secure systems, built into an intelligent, integrated network A truly collaborative environment—without borders

8 Cisco Unified Communications
Structure and Intelligence in Every Aspect of Business Communications Business Process Productivity Business Transformation Secure Video / Calendar Mobility Conferencing and Collaboration Unlike standalone solutions and point products, Cisco Unified Communications integrates it all—voice, video, mobility and data—adding structure and intelligence to every aspect of business communications. Integrated applications include secure IP communications, collaboration, unified messaging, mobility, video and rich-media conferencing, and virtual contact centers that integrate databases and workflow applications with advanced contact center capabilities. So when a customer calls in, they’re instantly matched with the most appropriate contact center agent who has access to all pertinent customer information. According to AMR Research, companies using virtual contact centers increase productivity by 15 percent and save an estimated one million dollars per 100 call center agents. In addition, annual agent turnover decreases, falling from 60 percent to only 5 percent. Cisco gives you voice plus the NETWORK and network applications: Cisco Unified Communications securely integrates voice, video, , web and collaborative applications, federated presence, instant messaging, mobility, voice & unified messaging and others coming together in a robust, secure environment. This system takes full advantage of all of the power, resilience, and flexibility of an organization’s IP network. With Cisco Unified Communications, you can make the leap from ‘piecemeal stand alones’ to an integrated communication strategy. Best of all, your employees get the access you need them to have to be more productive. A few examples of our complete solution that we’ll describe a bit more fully in this presentation: Cisco Unity delivers , voice and fax messages managed from a single inbox – you can answer a voice mail w/ and or vice-versa! Cisco Unified MeetingPlace is a voice, video and web conferencing solution that integrates with an organization's internal voice and data networks and collaborative applications. If you have a web browser and a phone, you can meet anywhere! Cisco Unified Video telephony enables real-time, person-to-person video sessions to be transparently added to telephone calls and conferences IP Network Voice and Unified Messaging End Points Presence and Instant Messaging Telephony Services Contact Center

9 The Communications Value Chain…
Transform Web 2.0 Enabling global teams Federated, real-time business processes Optimize Unified user experience Simplified Rich-Media interaction Rich mobile experiences Integrate Simplified infrastructure management Uniform security and authentication Connect Reduced transport costs Improved resiliency Business Value Collaborative Communities Unified Communications Cisco Unified Communications delivers a compelling ROI. The overall value and ROI of Unified Communications is the sum of the cost savings and productivity benefits. Customers initially focus on and realize cost savings - TCO benefits (e.g. transport savings, simplified infrastructure) … Rich-media communications deployment also leads to greater cost savings as conferencing applications can be run more efficiently over converged networks with more experience and with increased their Unified Communications deployment – Unified Communications Manager and Integrated IP Applications, such as rich-media communications - companies realize productivity increases (e.g. more easily working across internal and external boundaries, decreasing time to market) and are able to transform their business Data, Video and Voice Convergence Ubiquitous IP Infrastructure Evolution of Communications

10 Business Processes Will Increasingly Operate as Collaborative Communities
Transform Optimize Web 2.0 Enabling global teams Federated, real-time business processes Contextual and persistent communications Role-based policy and preference options Connect within and across companies (B2B) Broad and deep mobility functionality Seamless, rich-media content and interactions Integrated application services and components Unified User experience Simplified Rich-Media Business Interaction Rich-media Experiences on Mobile Devices Integrate Simplified Infrastructure Management Uniform Security and Authentication Connect Reduced Transport Costs Improved Resiliency Business Value Collaborative Communities Unified Communications Cisco Unified Communications delivers a compelling ROI. The overall value and ROI of Unified Communications is the sum of the cost savings and productivity benefits. Customers initially focus on and realize cost savings - TCO benefits (e.g. transport savings, simplified infrastructure) … Rich-media communications deployment also leads to greater cost savings as conferencing applications can be run more efficiently over converged networks with more experience and with increased their Unified Communications deployment – Unified Communications Manager and Integrated IP Applications, such as rich-media communications - companies realize productivity increases (e.g. more easily working across internal and external boundaries, decreasing time to market) and are able to transform their business Data, Video and Voice Convergence Ubiquitous IP Infrastructure Evolution of Communications

11 Transforming Business Process with Cisco Unified Communications
Design Build Sell Service Speed—Time to Market, Sales Cycle Virtualization Rich Media Interactions Knowledge Worker Productivity Enhanced Customer Intimacy and Service Presence and Policy Mobility Anytime, Anywhere Collaboration Application Process Integration Clearing… We are focused on helping to streamline business processes. Key processes can span all aspects of an organizations business – Designing, building, selling and servicing customers So its NOT just about improving existing Communications, that is the only the first step, Unified communications provides the ability to radically transform how an organization runs their business. Nearly all core business processes require human interactions for example, a question arises on a customer order or getting products to market or ensuring that your supply chain is meeting the demands of your channel. In virtually all organizations, time is an essential factor in meeting critical deadlines, providing quality services, and supporting its demanding customer base. Slower process mean higher costs, lower customer services levels, less innovation, reduced ability to successfully capitalize of opportunities (e.g. close deals, get products to market on time, etc). Cisco UC delivers benefits across all core processes Design - Increase productivity, Improve TTM, Collaborate across org/geo boundaries Build - Improve communication with supply chain. Increase change order efficiencies Sell - Increase lead conversion, Drive sales person productivity, Shorten sales cycle Service – More efficient staffing, Increase loyalty, Improve customer experience The human communications can be much more efficient so that the “business process” can be more effective as well. This has relevance whether you are processing a customer order and need to confirm delivery quantities…or you are a nurse trying to reach the doctor in the hospital. Operational Efficiency Reduced Costs Business Services Business Processes Business Benefits

12 Cisco Unified Communications System
A More Personal and Effective Way to Communicate

13 Flexible Call Control Options Offer Increasing Sophistication and Choices for Growth
Small-to-Medium Office or Branch Medium-Sized Enterprise With its broad portfolio, Cisco offers a solution that is customized to address any small, medium-, or enterprise-sized business requirement. And businesses can take advantage of Cisco Unified Communications at a pace that is right for them, regardless of their business size or complexity. All-in-One communication solution for small business Affordable call-processing system available inside Cisco access routers for small businesses and enterprise branch offices Complete communication solution with mobility and messaging for companies with 500 or fewer employees Centralized IP telephony call-processing solution for greater than 500 employees Innovative and robust features Centralized IP telephony call-processing solution Meets any need—from telecommuters, mobile workers, and distributed offices to the largest enterprise Innovative and robust features

14 All Communications are More Effective and Secure
The threats are familiar: Eavesdropping, impersonation, toll fraud, and denial of service The protection of both voice and data communication is critical to your business With Cisco, security starts in the network itself and extends all the way to our Cisco Unified IP phones Everything—call control, endpoints, and applications—is secure without requiring multi-vendor integration efforts Security for Cisco Unified Communications is a natural extension of the Cisco Self-Defending Network, which identifies, prevents, and adapts to threats from both internal and external sources. Only Cisco offers a comprehensive systems approach to security for unified communications by protecting all levels of a unified communications system: the infrastructure, call management, endpoints, and applications. Cisco Unified Communications solutions offer integrated security features such as encryption to prevent eavesdropping, secure messaging to protect who can access and receive messages, phone authentication to protect against unauthorized handsets connecting to the network, and call-control security to ensure phone service is not disrupted by malicious activity. Cisco Systems becomes the first, and to date still the only, IP Telephony vendor to earn Miercom’s highest rating of “Secure”, for its proven ability to defend an IP phone service against malicious attack. An expert team of hackers, assembled and supervised by Miercom, could not disrupt, or even disturb, phone service or features after three days of sophisticated attacks. From Network World Fusion, 05/24/04

15 Work On-The-Go in if You Were Everywhere at Once
Be productive with any device—wired, wireless, or mobile phones—using single number reach and rules based call routing Seamlessly pass calls between devices, inside and outside of the office Save time with a single voic inbox (including calls sent to mobile phone) Extend the capabilities of the Cisco Unified Communication system to business users anytime, anywhere Increasingly, mobile workers are playing a key role in the effectiveness of all organizations. Cisco has now increased the availability and productivity of these workers by extending the communications and collaboration capabilities of the Cisco Unified Communications system to business users on their mobile handsets. Mobile phone and smartphone users can coordinate conversations, collaborate with colleagues, and retrieve Unity voic messages. They can also screen unwanted telephone calls and interruptions, and securely access personal and corporate directory information. These capabilities bring the benefits of unified communications to end users whenever and wherever they work

16 Make Everyone More Efficient
Cisco Unified IP Phone G/7971G-GE Cisco Unified IP Phone 7985G Cisco Unified Video Advantage Cisco Unified Personal Communicator Cisco Unified IP Phone 7960G/7961G/7961G-GE Cisco Unified IP Phone 7940G/7941G/7941G-GE Cisco IP Communicator Cisco Unified Wireless IP Phone 7920/7921G Cisco Unified Personal Communicator Cisco Unified IP Phone 7931G Take advantage of continuous development in endpoints plus custom and off the shelf IP phone applications Cisco Unified IP Phone 7906G/ 7911G

17 Increase Productivity—Anytime, Anywhere, on Any Device: Unified Communication Clients
Cisco Unified Call Connector for Microsoft Outlook Cisco Unified Personal Communicator for Mac Cisco Unified Mobile Communicator Cisco Unified Personal Communicator To really excel in today’s fast paced world, you have to communicate and collaborate in every imaginable way: mobile phones, PCs, pagers, PDAs, videoconferencing, voic , instant messaging, and . They’re all intended to make business faster, more efficient and more responsive. But because these communication methods are not integrated, they often hinder instead of help. They bog down business processes, inhibit productivity and business agility, and instead of driving positive customer experiences, they frequently drive customers away because of missed deadlines and missed delivery dates. Ineffective communications also result in missed revenue opportunities because businesses are not prepared to quickly react to market changes. In fact, according to Forrester Research, more than 50% of the companies they surveyed said that communication inefficiencies have become “status quo”—so much so that they experience project delays on a weekly basis. (March 2005 Next-Generation Communications Study) Cisco Unified Communications uniquely integrates your most frequently used productivity applications and services. Easily access voice, video, web conferencing, voice mail, instant messaging, and presence information — all from a single, rich-media interface on your PC, Mac, or mobile device. Using dynamic presence information, you can check the availability of colleagues in real time, reducing “phone tag” and improving productivity. You can easily search existing directories to locate important contacts and initiate communications. Video and Web conferencing enable you to exchange ideas “face to face” and collaborate more effectively with colleagues. You also can view and hear your voice messages quickly and easily. With Cisco Unified Personal Communicator, you can connect to important communication tools virtually anywhere, anytime to enable smarter, more effective communications. Key Benefits Access powerful productivity enhancing applications from a single, unified interface Accelerate decision-making and collaboration using IM, presence, video, click to call, and web conferencing Save on travel and exchange ideas “face-to-face” using video Increase effectiveness of remote and mobile workers

18 Reach the Right Person the First Time: Presence and Instant Messaging
Clearing: Presence…what a key enabler?! How many of us have used our IM client to find out whether someone is available before calling them on the telephone? Being able to see whether or not Laura is available or on the phone with my Unified Personal Communicator enables me to make a more informed decision on whether I pick up my phone to call her…or simply send her an instant message. Since I can also see modality information, how she is present, and HOW she likes to be contacted (what we call “preferred method of contact”), I could simply decide to send her an message to get the information across. I DO NOT have to send her an , a voic on her office number and another on one on her mobile phone. These days, from the Cisco IP phone, I can even see from my “missed or placed calls” directory, the presence status of colleagues if my PC isn’t booted up. These tools certainly improve what we call “communications connection success rates!” Key Benefits Reduce costly communication delays by quickly knowing who is available and how best to reach them Leverage presence, availability, context, and modality Improve communication connection success rates

19 Retail Case Example: Unified Communications Clients and Presence Improving Out of Stock Resolution
OOS Alert Locate key parties—Presence indicator Collaborate with key individuals/groups, identify solution—click to call, conference Stock restored Going out of stock (OOS) on a promotional item has negative financial and customer satisfaction consequences OOSs resolution is an urgent, communications intensive process Multiple internal and external parties are involved OOS commitments and penalties heighten urgency Resolving OOSs take store managers away from core job Business Impact of Unified Communications Reduced OOSs would improve Customer Satisfaction (82%) Store manager would spend more time with customers (23%) and become more productive in other duties (53%) Increase sales (fewer OOSs) and reduced costs (e.g. penalty avoidance, lower turnover) Key Benefits Reduced OOSs would improve Customer Satisfaction (82%) Store manager would spend more time with customers (23%) and become more productive in other duties (53%) Increase sales (fewer OOSs) and reduced costs (e.g. penalty avoidance, lower turnover) A commissioned study completed by Forrester on behalf of Cisco, February 2006

20 Make Remote Meetings as Natural as Face-To-Face Interactions Fully Integrated Voice, Web and Video Conferencing Scenario – Ad-hoc: 2-5 participants Issue resolution with subject expert (support escalation, loan or insurance claim approval); Ad-hoc document collaboration Frequency: Moderate Capabilities: Ad-hoc, voice, video (desktop) & Web, 1 to 1 & multiparty; Presence integration Solutions: Unified Communications Manager video telephony, Unified MeetingPlace, MeetingPlace Express, MeetingPlace Express VT, Unified Videoconferencing Scenario – Everyday Meetings: 2-many participants Project management, training, sales presentations, product development Frequency: High Capabilities: Voice, Video (desktop and room) & Web conferencing Scheduled & reservationless, Multiple setup integrations; Meeting management controls Solutions: Unified MeetingPlace & MeetingPlace Express, Unified Videoconferencing Scenario “In-Person”/Face to Face Meeting 2-12 participants High touch executive, customer, partner or vendor meetings Extended team meetings – staff, negotiations, strategic planning Frequency: Low-Moderate Feeling of in-person experience High-definition video, Rich, directional audio, Document viewing, Simple setup, ad hoc, scheduled Solution: Cisco TelePresence Capabilities—Richness of User Experience Key Benefits Speed projects and make decisions faster with virtual meetings Increase sales, support, meeting, and training effectiveness Recognize conferencing savings (lower transport and travel expenses) and significantly improve ROI

21 Supplier Designer (Europe) Contract Manufacturer (Singapore)
Manufacturing Case Example: Conferencing Reduces Time to Make Decisions and Solve Problems OEM Engineer (US) Supplier Designer (Europe) Contract Manufacturer (Singapore) Real-Time Communications across organizational boundaries can greatly reducing time to make decisions and solve problems OEM engineer making a design change to a product wants to know what impact his change will have on a supplier-designed component The engineer calls the designer at the supplier company located in Europe; they join a collaborative web conferencing session to view the same 3D design data. He opens the model at his workstation and reviews the change Both the engineer and designer work collaboratively on same design, making corrections, until they are satisfied with the new design Next, they call the production engineer at Component Manufacturer in Singapore to gauge the impact the change will have on manufacturability and material cost Production engineer, joins the web conference, views the proposed change and suggests a minor alteration to minimize production cost The design change is made and all three partners simultaneously review and give final approval to the change

22 Respond Faster: Voicemail, Unified Messaging and Integrated Messaging Options
Cisco Unity messaging solutions, Cisco Unity, Cisco Unity Connection, and Cisco Unity Express, are a foundational element in bringing unified communications to businesses of all sizes. With powerful voic , integrated messaging and unified messaging options and a rich array of advanced features that allows users to interact with the system in a more convenient and productive way. The Sage Research user study showed that unified messaging saves the average user 43 minutes a day—and the traveling knowledge worker 55 minutes daily—through more simplified message management. Some customers see greater savings – the NFL and Aspen Valley Hospital are two Unity customers who state they save 60 minutes per user per day through use of unified messaging Additional info: - Cisco Unity integrates transparently with your existing groupware investment, including Microsoft Exchange, Lotus Domino and Novell GroupWise. - Cisco Unity offers investment protection through integrations with existing voice messaging and telephony systems – no forklift upgrade required - Offers simplified message management options – Groupware inbox, Cisco Unified Mobile Communicator, Cisco Unity PhoneView, Cisco Unified Personal Communicator, Unity Assistant….so no matter where you are, you have streamlined access to your messages. - Cisco Unity provides a number of advanced tools that minimize end-user disruptions are and offset day two support costs during a migration. Advanced Features: May want to give an example. Productivity Enhancing Features Alternative Device Recognition: Cisco Unity automatically recognizes alternate devices, such as mobile phones, when accessing the system to streamline access.. New Secure Messaging: Encrypted voice messages can be retrieved only through authorized clients connected to the network. New Message Monitor: Listen to and pick up calls while a message is being recorded. New Interrupted Session Recovery: You can automatically return to in-progress message composition or playback if you ended a session prematurely. New Use the display of a Cisco Unified IP Phone to view, sort, search, and play back voice messages. Cisco Unity Assistant: Personalize your voice message box, control conversation speed, streamline message playback, receive message notifications on SmartPhones and BlackBerry devices. Speech Access: Press or say commands and message addressing deliver “hands-free” operation. Key Benefits Investment protection Productivity enhancing features and personalization options Simplified message management

23 Advance to the Next Phase of Customer Care: Customer Interaction Network
Create a better customer experience Make customer-service agents more efficient and productive Improve reporting and analytics Enable a new generation of customer interaction applications and increased flexibility of deployment Extend your workforce with expert agents and remote agents Even if you achieve customer satisfaction around 70%, which many organizations are happy with, you don't necessarily have customer loyalty. Typically, for loyalty, customer satisfaction needs to be up above 80%, especially for high-value customers. And loyalty generates high profitability. Loyal customers come back again and again. Without customer satisfaction, companies can lose 50% of their customers every 5 years. By retaining an extra 5% of your customers, through increased satisfaction, you can increase profitability by up to 95%. Virtualization means that you have one phone system that spans your entire organization. So if one call center is overloaded, calls that would otherwise be lost, can automatically be routed to other call centers. Call centers find that typically 10-30% more calls can be handled, with the same staff. And many organizations report an increase in revenue through increased volumes. Virtualization also leads to better customer service across the whole organization, giving improved customer experience, no matter how, when or where they call.  Also, with Unified Communications, intelligent call routing allows customers to get through to the right person, with the right skills and the right information, first time, every time - so keeping your customers happy. It doesn't matter where that person is working that day - in a centralized call center, in a remote branch, at home, in a partner organization, or abroad. When Unified Communications is deployed in a call center, call center staff can see which experts throughout your organization are available to help before they try to get through. The result is that with Cisco Unified Communications your organization can be more responsive to customers, so improving customer satisfaction, loyalty and therefore profitability. Key Benefits Companies using virtual contact centers increase productivity by 15 percent and save an estimated one million dollars per 100 call center agents. In addition, annual agent turnover decreases, falling from 60 percent to only 5 percent. Source: AMR Research

24 Case Example: Bringing Expertise at the Time of Need
Closing: Day Cycle …with Cisco Unified Communications Real-time Response to Customer; Customer, Agent and Specialist Time Saved; Customer Satisfaction and Revenue Increase Closing: 2 >5 Minutes As is… Client Asks About International Purchase card Capabilities Proposes Opening an International Account Client Asks Questions Beyond Agent’s Knowledge Agent Views List of Specialists Available and Preferred Method of Contact Clicks to IM with Specialist and Gets First Questions Answered Rep Leaves Vmail/ to Check Specialist Schedule Agent Asks Manager for Specialist’s Name Rep Proposes Discussion with International Specialist Customer Commits to Open International Account and to PCard Additional Questions come up and Specialist Is Conferenced in Rep and Specialist Play Phone Tag Rep Calls Customer to Schedule Discussion Customer Opened Account at Another Bank ~$10 MM in Additional Annual Revenue Average Rep knows only 10% of product features/processes in depth Up to 2 Days 5–10% of RM Total Available Consumed Poor Customer Satisfaction and Lost Sale

25 The Real Benefits of Unified Communications
Industry Research and Customer Successes

26 Benefits of Unified Communications
Q16: What are the main benefits you realize from being able to access your corporate communication applications from a single desktop interface? N=38 (Respondents who currently use UC clients) Q19: What are the main types of benefits you would expect from being able to access your communication applications from a single desktop interface? N=165 (Respondents who do not currently use UC clients) Reality exceeds expectations

27 Operational Efficiencies
Opportunity for Productivity Increase with Full Use of Unified Communications Sample Output Operational Efficiencies Potential Impact UC Initiative/Capabilities Adoption % MESSAGING: One v-mailbox, Unified Messaging (UM) ~1 hour/week 30% $35M CONFERENCING: Schedule and Attend Meetings ~half hour/week, 75% $50M MOBILITY: , corp. directory ~1 hour/ week 25% $20M This slide outlines the financial impact of extrapolating these results across the employee base. We take a conservative adoption number and say not everybody’s going to use it, only a certain percentage of people would use it, and based on that put a dollar figure to it. The customer wanted to understand the total benefit, based on efficiency, adoption rate, and total potential $$ impact. In this case as you can see, a $150 million annual productivity opportunity. CLICK-TO-TALK: ~10 minutes/week 40% $10M VIDEO: Save 5% of travel budget 10% $35M $~150M Opportunity

28 Michael DeDecker Warner Pacific Insurance Services
“ Cisco's Unified Communications takes the guess work out of communicating and allows us to reach people more reliably and on the first attempt. The intelligence is in the network, and Cisco offers the functionality we need to increase employee productivity and empower more effective communications to all parts of the organization.” Michael DeDecker Warner Pacific Insurance Services

29 Customer Example: Warner Pacific Insurance
Business Challenges Enable dispersed workforce to effectively collaborate Speed customer interactions Efficiently educate workforce Cisco Unified Communications System Saved $150,00 to $200,000 annually Decreased communication delays within distributed teams >> faster customer inquiry resolution Improved employee productivity and enabled more effective communications Reduce cost of continuing education seminars by 50% (anticipated) Solution Business Value See full case study at: See video at:

30 Rif Kiamil JJ Food Service
"As we look for new ways to improve communications, reduce costs and remove the boundary of distances with our employees, customers and partners we found that the Cisco Unified Communication system is the only system that has really brought voice, data and video together, making our company more cohesive.” Rif Kiamil JJ Food Service Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 30

31 Customer Example: JJ Food Service
Business Challenges Unify three locations Make internal voice communications more efficient and effective Reduce IT management burden Cisco Unified Communications System Enhanced employee productivity, reducing communication delays and phone tag using presence, video, and messaging Enhanced customer service resulting in $6.5M productivity gain Will eliminate $34,000 annual costs for T1 lines Solution Business Value Customer rings any one of local or national numbers Contact Center Express sends XML request to our portal for information about the calling customer The Portal sends back information about the customer and how the call should be treated IPCC Express routes the call to the correct person This allowed us to cut down 162,500 customer calls a year being transferred and/or being called back. 162,500 x 105sec = $6.5m productivity gain To build this application has taken a total 10 days - the web developer has never worked on Cisco Unified Contact Center Express or on a call centre application before. 162,500 x 105sec = 2.6agents 18.29 hours daily 6.5 based on 1.8UKtoUS rate and 92m turnover, 2.6 agents take 4% of our business

32 Aspen Valley Hospital: Enhancing Effectiveness with Unified Communications
Business Challenges Outdated PBX and 8 other separate phone systems at remote facilities Costly system ($20K/month avg) for voice and data Cisco Unified Communications System with Cisco Unity® Unified Messaging Used Cisco Converged Network Investment Calculator (CNIC) to analyze potential ROI Immediate ROI with 70% reduction in annual operating costs 50% reduction in communications costs Productivity increase resulting in savings of $15,000 per month Increased mobility—Many workers/doctors saving at least one hour per day due to Cisco Unity Solution Business Value Small enough to care, large enough to heal

33 Subway Reinvents Business Processes Using Cisco Unified Communications
Business Challenges Limited technical infrastructure with no access points for employees Manual employee process including time capture, task compliance, and training Limited communication to line employees Cisco Unified Communications System with employee applications on Cisco Unified IP phones including: time capture, shift management, daily task awareness, and deposit tracking Installation of voice and visual communication tools 30% increase in lunchtime revenue in the first month of operation Projected annual overtime cost savings ~ $500K Solution A great example of using UC as an applications platform is Subway. Subway worked with a Cisco partner to identify and build a suite of productivity applications for store employees. These applications are all accessed from a touch screen Cisco IP phone. Let’s talk about a couple of the more innovative applications. The first one is called the Red Book and it’s a virtualized policy and procedure manual and reminder service for store employees. When the person opening the store comes in in the morning, they log in, and the Red Book application knows by who is logging in the list of activities that need to be completed to completely open the store. For example, by 6 AM, the bread needs to be in the oven. The phone will actually remind the employee and say, “Jack, have you put the bread into the oven?” And the person actually has to go hit a response to verify that the task was completed. If they don’t hit the response the system will keep reminding them until they do so. If after a certain number of reminders it doesn’t work out, it will actually initiate a call to the manager to say something has not happened at the store, for some reason the bread is not in the oven and sales at lunchtime are in jeopardy because the bread is not going to be ready. A second example is for reaching out to employees when an employee doesn’t show up to work their shift. Given that most employees are 18 to 21-year-olds working a part time job, this application is critically important. Let’s say that four people need to show up at 5:30 in the morning to set up the store and make sure all the goods are ready. If only three people show up, you’ve got 75 percent of the workforce. But you really don’t even have 75 percent of the workforce, because after some time one person needs to be calling somebody else for help. So you’re down to 50 percent of the workforce. The application automatically outdials to other employees based on a priority list and based on skill sets. It will send out a recorded message about which store needs a person by what time, and can actually take a response in DTMF tones of whether the person can make it or not. The benefits here have been that there’s been a 35 percent increase in lunchtime revenue in its first month of operation for these Subway stores. These are 26 franchise locations in Arizona that have seen these benefits. It’s a phenomenal benefit. In fact, they’ve had the gross total sales have been the highest for Subway for these franchises across all Subways, and the annual savings is supposed to be in the half a million dollars a year range. Business Value

34 San Diego City Schools: Leveraging Unified Communications to Transform Operations
Business Challenges Improve student achievement by supporting teaching and learning in the classroom Modernize operations to improve internal and external communications Centralize student data, which was scattered across 202 schools Installed a Cisco Unified Communication System in schools and in district offices Includes IP telephony, XML productivity applications, and video applications Estimated $5.5 million in savings over 5 years from IP telephony, additional $5.5 million savings by using IP video for interactive training Enhanced ability to deliver advanced placement and honors courses to students across the district Solution “It’s not about saving five cents on a phone call; it’s about improving communications to our employees and our staff. That’s where the real return comes in” San Diego City Schools (SDCS) is California’s second largest school district serving 136,000+ students in 202 schools with ~7,200 classroom instructors and ~16,000 employees SDCS’ mission was to improve student achievement by supporting teaching and learning in the classroom. In order to achieve this mission, SDCS determined that it needed to modernize its operations, starting with an overhaul of their outdated data network. SDCS chose to install a converged IP network from Cisco with an aim of centralizing student data, running applications that boost productivity and supporting advanced technologies to improve communications and student achievement. This network is envisioned as a platform that can be used to deploy a wide array of UC technologies Some of the UC solutions that SDCS is testing include: Cisco IP Telephony to provide centralized communications - e.g., get one message to thousands of employees in case of fire emergencies IP paging and intercom systems to allow messages to be broadcast to speakers inside classroom IP phones – aids more efficient, targeted communications XML applications to support and supplement the student information system, helps teachers and staff be more productive Cisco IP Video Communications – SDCS exploring this as a solution to provide online staff training, broadcast seminars and school board meetings, and deliver advanced placement and honors courses to students across the districts Several external studies have estimated SDCS’ cost savings from deploying IP telephony at $5.5 million over 5 years, with an additional $5.5 million in savings by using IP video for interactive training. So ROI from this deployment has been very positive. But SDCS is focused on benefits that go beyond cost savings – as their executive director of IT says in the quote above, improving communications to their employees and staff is where they see the real return. Business Value

35 IBM Boosts Effectiveness and Productivity with Unified Communications
Business Challenges Managing complex internal voice system, greater than 1,500 locations, 160 countries, 900 PBXs, 450 voic systems, and 156 call centers Need to reduce voice costs and address support complexity Increase collaboration across global, increasingly mobile workforce Centralized Cisco Unified Communications System replacing PBXs Integrated IP conferencing with 3rd party collaboration application Consolidated call centers for skills-based routing and responsiveness 30% IT TCO savings on full deployment 8X IT TCO projected business and employee productivity benefits Prioritized deployment schedule for accelerating returns: call center and engineering Solution Business Value Here’s a case study outlining the financial and productivity benefits that are being achieved by IBM. IBM, as you might imagine, had a huge and extremely complex TDM communications infrastructure…over 1,500 locations, 900 PBXs, 156 call centers, etc. Executive leadership mandated that IBM seek a solution that would drive a significant reduction in the overall voice communications costs – but more than they would have received from small year over year decreases in telecommunications connectivity and transport rates. They also needed to reduce the complexity and cost of supported that large legacy infrastructure. Finally, they needed to encourage and enable better collaboration across their highly mobile, geographically disbursed workforce. you see the actions they took, in moving to Cisco’s unified communication solution. The impact has been extraordinary and better than they expected…although the deployment is not yet complete…the areas that have deployed to date are realizing approximately 30% hard dollar TCO savings. They are also finding that the productivity gains are worth 8 times that!

36 The Cisco Advantage

37 The Cisco Advantage—Experience
Over 10 million Cisco Unified IP phones shipped Over 7.0 million unified messaging seats Over 1.0 million contact center agents 200,000+ Cisco Unified MeetingPlace licenses Over 48,000 UC customers More than 70% of Fortune 500 use Cisco Unified Communications Source: Cisco, January 2007

38 World Class Industry Leadership and Award Winning Solutions
Most Secure Large and Mid-size IP-PBX Best UC Portfolio Our customers range from the very small like BloodSource and BlueFin Research Partners to the very large like IBM and Merrill Lynch. Bloodsource, a California-based blood bank with a national clientele, deployed Cisco Unified Communications Manager Express® to upgrade its outdated voice communications system and communicate more effectively with staff, blood donors, and hospitals. The new system simplifies administration and significantly reduces toll call and maintenance costs. Merrill Lynch is deploying a Cisco IP Communications system to support 14,000 financial advisors in approximately 600 Merrill Lynch offices nationwide. John Killeen, chief technology officer of the Merrill Lynch Global Private Client Group, says "The integration of telephone and workstation represents a significant productivity enhancement for our Financial Advisors and their clients.“ Others are taking advantage of Unified Communications in their specific vertical by integrating XML applications. For example, Frederick Schools is using partner AAC’s PhoneTop application for taking student attendance. Previously, teachers would mark down absent students on cards and then someone from the office would physically walk around and collect the cards from each classroom. Then a secretary in the school office would spend nearly two hours cross-checking the absent-student cards with the office records of parents who had called in to report an absence, and entering the information into a database. Students whose absences were unexcused then received a phone call at home. This process used to take the secretary two hours or more every day. With the PhoneTop application, each teacher can send a full attendance report directly to the office.

39 Standards-based interoperability or trade-in for complete solution
The Whole Solution Portfolio Financing Ordering Quick, flexible options Simplifying choices Cisco is not just about technology. Our business advantages lie with our world-class channel partners who act as a trusted advisor for small and medium businesses. Our channel partners have a close advisory relationship with customers, evaluating the state of the customer’s business to develop technology solutions that closely align with their needs. Our channel partners focus on proactive planning, enabling customers to anticipate growth and deploy technology more smoothly, strategically, and cost-effectively. Cisco partners are specialized in the technologies that support the Smart Business Roadmap, providing unmatched expertise in Cisco Business Communication solutions in order to optimize growing businesses. Flexible financing options make Cisco solutions easy to purchase and own. Support Channels Cost effective, specialized Specialized programs Implementation Standards-based interoperability or trade-in for complete solution

40 Collaborative Support, Compounded Value
Together with our certified channel partners, the lifecycle services approach will help: Deploy solutions on time, on budget Proven, consistent service-delivery methodology emphasizes coordination of Cisco, partner, and customer capabilities Provide a consistent services approach and delivery across the entire network Regardless of size or geography Receive strong systems integration and ongoing operational support For both Cisco technology and other components on the network A common framework for customers services, used both by partners and Cisco First launch that fully embraces the Lifecycle Services framework Simplified ordering and pricing for Planning, Design and Optimize Service Bundles Expanded HW+SW service bundling in Cisco Operate Service Per User or per application pricing for Operate Services Inclusion of Remote Monitoring in Operate bundle (US only) Systems-level support Solutions approach vs. box-by-box support New ordering/quoting process

41 Cisco Partners

42 Ensuring Your Success Proven Excellence in Design, Integration and Support Best qualified partners in the industry With more than 45,000 Cisco Unified Communications customers and 10 million IP phones deployed. Cisco channel partners have unequaled years of experience in designing and deploying UC solutions. Specialized to meet your unique needs Cisco UC specialized partners demonstrate expertise across a wide portfolio of Cisco solutions Tools, training and world-class support for partners to meet your unique needs Application expertise to extend your UC solution Full range of services Qualified, trusted advisors in planning for Unified Communications Utilize best practices from end-to-end deployments at companies like yours Single point of contact enables customers to focus on core business and reduce IT staff investments Cisco Unified Communications Specialized Partners are uniquely qualified to help you implement the right solution to meet your business communication needs. Best Qualified Partners in the Industry With more than 45,000 Cisco Unified Communications customers and 9 million IP phones deployed, Cisco channel partners have unequaled years of experience in designing and deploying Unified Communications solutions for customers like you. There are more than 1,500 Cisco Unified Communications Specialized reseller, integrator and service provider partners around the globe who sell, deploy and support more than 90 percent of Cisco Unified Communications systems in the market today. Specialized to Meet Your Unique Needs Through our Advanced Technology Specialization programs, Cisco Unified Communications specialized partners are required to demonstrate expertise across a wide portfolio of Cisco Unified Communications solutions from small businesses to the largest enterprises. Cisco has the most respected and awarded partner program in the industry. Our partners have rated us #1 for years. Cisco provides partners with a complete partner enablement offer with content, tools, communications, training and support needed to ensure our customers’ success Recognizing that customers require different levels of expertise for their deployments, Cisco has developed three levels of specialization - where a channel partner must demonstrate greater sales, technical, and service capabilities at each level. The Express Unified Communications Specialization integrates key solutions in converged data/voice/video networking. The Cisco Advanced Unified Communications Specialization recognizes partners for their expertise in comprehensive, integrated network voice solutions. Partners that achieve a Master Unified Communications Specialization have the most in-depth technology skills and customer success for the most sophisticated, value-added Cisco voice solutions. Partner expertise in different applications helps customers extend their unified communications investments to new collaboration solutions Full Range of Lifecycle Services Since Cisco partners have such extensive Unified Communications training and experience, they can be trusted advisors to our customers in selecting and planning for unified communications solutions As members of Cisco’s partner community, they have access to best practices from Cisco deployments worldwide. Cisco has developed Lifecycle Services to teach partners and help them in their deployments. Most Cisco Unified Communications partners are also experts in other networking technologies which makes it easy for customers because they have a single source for their voice, data, video and mobility needs. As a single point of contact for deployment, optimization, maintenance, management and support helps customers focus on their core business, requiring less focus on technologies. It also reduces the need for internal IT staff investments.

43 Partner with (Partner Name)
Specialized expertise Customer satisfaction focus Ability to deliver complete network solutions Ability to deliver service and support Training Qualified personnel on staff Proven success

44 (Partner Name) + Cisco Reduce operating expenses Faster ROI
Easy-to-use, easy-to-administer Complete end-to-end solution Leadership in IP communications Superior investment protection

45 In Summary: How Can a Cisco Unified Communications Solution Help Your Business?
Enhance the way every department within your organization does business Enable effective interactions with virtual teams all over the world Work on-the-go in if you were everywhere at once Make everyone more efficient and highly productive Reduce costs; improve TCO Continuously innovate and quickly adapt to changes increasing business agility


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