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1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial

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Presentation on theme: "1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial"— Presentation transcript:

1 1 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications Overview Donald A.Dindial donald@dacqx.nl March 2010

2 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Communications Environment Cisco Unified Communications The Real Business Benefits Summary Agenda The Cisco Advantage Cisco Partner Network

3 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Communications Environment: Whats Affecting the Way We Work?

4 4 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 21st Century Business Imperatives Anytime, Anywhere, Access and Availability Blurring of Work and Free Time Collaborative Communities Travel/ Commuting Reduction Programs Built-in Resiliency and Compliance New Work and Communications Model 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

5 5 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Global Trends Driving Business Change Global Mobile Virtual Communication Complexity

6 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 A New Generation of Empowered End Users The next generation of information workers will expect a highly visual, connected, contextual information workplace they can take anywhere. –Forrester Innovation

7 7 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 A New Way to Communicate… Open, Collaborative and Effective Unified Communication An open solution that works in your existing environment A truly collaborative environmentwithout borders A more effective way to conduct business EffectiveOpen Collaborative

8 8 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Secure Structure and Intelligence in Every Aspect of Business Communications IP Network E-Mail/ Calendar MobilityConferencing and Collaboration Voice and Unified Messaging Contact Center Telephony Services Productivity Business Process Business Transformation Presence and Instant Messaging End Points Cisco Unified Communications Video

9 9 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 The Communications Value Chain… Connect Unified user experience Simplified Rich-Media interaction Rich mobile experiences Reduced transport costs Improved resiliency Integrate Optimize Evolution of Communications Business Value Simplified infrastructure management Uniform security and authentication Transform Web 2.0 Enabling global teams Federated, real- time business processes Ubiquitous IP Infrastructure Data, Video and Voice Convergence Unified Communications Collaborative Communities

10 10 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Connect Unified User experience Simplified Rich- Media Business Interaction Rich-media Experiences on Mobile Devices Reduced Transport Costs Improved Resiliency Integrate Optimize Simplified Infrastructure Management Uniform Security and Authentication Business Processes Will Increasingly Operate as Collaborative Communities Evolution of Communications Business Value Transform 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 Web 2.0 Enabling global teams Federated, real- time business processes Ubiquitous IP Infrastructure Data, Video and Voice Convergence Unified Communications Collaborative Communities

11 11 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Presence and Policy Mobility Rich Media Interactions Business Services Business Processes Business Benefits DesignBuildSellService Enhanced Customer Intimacy and Service Anytime, Anywhere Collaboration Knowledge Worker Productivity Reduced Costs SpeedTime to Market, Sales Cycle Transforming Business Process with Cisco Unified Communications Operational Efficiency Virtualization Application Process Integration

12 12 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified Communications System A More Personal and Effective Way to Communicate

13 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Flexible Call Control Options Offer Increasing Sophistication and Choices for Growth All-in-One communication solution for small business Affordable call-processing system available inside Cisco access routers for small businesses and enterprise branch offices Medium-Sized 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 Enterprise Centralized IP telephony call- processing solution Meets any needfrom telecommuters, mobile workers, and distributed offices to the largest enterprise Innovative and robust features Small-to-Medium Office or Branch

14 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Systems becomes the first, and to date still the only, IP Telephony vendor to earn Miercoms 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 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 Everythingcall control, endpoints, and applicationsis secure without requiring multi-vendor integration efforts

15 15 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Work On-The-Go in Real-Time...as 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 voicemail inbox (including calls sent to mobile phone) Extend the capabilities of the Cisco Unified Communication system to business users anytime, anywhere

16 16 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Unified IP Phone 7960G/7961G/7961G-GE Cisco Unified IP Phone 7970G/7971G-GE Cisco Unified IP Phone 7940G/7941G/7941G-GE Cisco Unified IP Phone 7985G Cisco Unified Video Advantage Make Everyone More Efficient Cisco Unified IP Phone 7931G Cisco Unified IP Phone 7906G/ 7911G Cisco IP Communicator Cisco Unified Wireless IP Phone 7920/7921G Cisco Unified Personal Communicator Take advantage of continuous development in endpoints plus custom and off the shelf IP phone applications

17 17 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Key Benefits Increase ProductivityAnytime, Anywhere, on Any Device: Unified Communication Clients Cisco Unified Personal Communicator Cisco Unified Mobile Communicator Cisco Unified Personal Communicator for Mac Cisco Unified Call Connector for Microsoft Outlook 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 18 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Reach the Right Person the First Time: Presence and Instant Messaging 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 19 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Key Benefits Retail Case Example: Unified Communications Clients and Presence Improving Out of Stock Resolution 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 Collaborate with key individuals/groups, identify solutionclick to call, conference Stock restored Locate key parties Presence indicator OOS Alert

20 20 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 CapabilitiesRichness 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 Make Remote Meetings as Natural as Face-To-Face Interactions Fully Integrated Voice, Web and Video Conferencing

21 21 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Manufacturing Case Example: Conferencing Reduces Time to Make Decisions and Solve Problems OEM Engineer (US) Supplier Designer (Europe) Contract Manufacturer (Singapore)

22 © 2007 Cisco Systems, Inc. All rights reserved.Cisco PublicUnified Communications Overview 22 Key Benefits Investment protection Productivity enhancing features and personalization options Simplified message management Respond Faster: Voicemail, Unified Messaging and Integrated Messaging Options

23 23 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Key Benefits 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 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 24 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 … with Cisco Unified Communications Real-time Response to Customer; Customer, Agent and Specialist Time Saved; Customer Satisfaction and Revenue Increase Closing: 2 >5 Minutes Case Example: Bringing Expertise at the Time of Need As is… 5–10% of RM Total Available Consumed Poor Customer Satisfaction and Lost Sale Client Asks About International Purchase card Capabilities Proposes Opening an International Account Rep Leaves Vmail/email to Check Specialist Schedule Agent Asks Manager for Specialists Name Rep Proposes Discussion with International Specialist Customer Opened Account at Another Bank Rep and Specialist Play Phone Tag Rep Calls Customer to Schedule Discussion Up to 2 Days Customer Commits to Open International Account and to PCard ~$10 MM in Additional Annual Revenue Closing: 0 2 Day Cycle Clicks to IM with Specialist and Gets First Questions Answered Additional Questions come up and Specialist Is Conferenced in Agent Views List of Specialists Available and Preferred Method of Contact Client Asks Questions Beyond Agents Knowledge

25 25 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 The Real Benefits of Unified Communications Industry Research and Customer Successes

26 26 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Benefits of Unified Communications Reality exceeds expectations

27 27 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Opportunity for Productivity Increase with Full Use of Unified Communications Operational Efficiencies CONFERENCING: Schedule and Attend Meetings ~half hour/week, $50M MOBILITY: E-mail, corp. directory ~1 hour/ week $20M VIDEO: Save 5% of travel budget $35M MESSAGING: One v-mailbox, Unified Messaging (UM) ~1 hour/week $35M UC Initiative/Capabilities Potential Impact $~150M Opportunity CLICK-TO-TALK: ~10 minutes/week $10M 75% 25% 10% 30% Adoption % 40% Sample Output

28 28 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 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 29 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Customer Example: Warner Pacific Insurance 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) Business ChallengesSolutionBusiness Value

30 30 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 "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 © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 30

31 31 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Customer Example: JJ Food Service 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 Business ChallengesSolutionBusiness Value

32 32 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Aspen Valley Hospital: Enhancing Effectiveness with Unified Communications 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 mobilityMany workers/doctors saving at least one hour per day due to Cisco Unity Small enough to care, large enough to heal SolutionBusiness Value Business Challenges

33 33 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Subway Reinvents Business Processes Using Cisco Unified Communications 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 Business ChallengesSolutionBusiness Value

34 34 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 San Diego City Schools: Leveraging Unified Communications to Transform Operations 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 Business ChallengesBusiness ValueSolution Its not about saving five cents on a phone call; its about improving communications to our employees and our staff. Thats where the real return comes in

35 35 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 IBM Boosts Effectiveness and Productivity with Unified Communications Managing complex internal voice system, greater than 1,500 locations, 160 countries, 900 PBXs, 450 voice-mail 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 Business Challenges SolutionBusiness Value

36 36 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 The Cisco Advantage

37 37 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 The Cisco AdvantageExperience 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 38 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Best UC Portfolio World Class Industry Leadership and Award Winning Solutions Most Secure Large and Mid-size IP-PBX

39 39 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 The Whole Solution Portfolio Ordering Channels Implementation Support Financing Simplifying choices Standards-based interoperability or trade-in for complete solution Specialized programs Cost effective, specialized Quick, flexible options

40 40 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Collaborative Support, Compounded Value 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 Together with our certified channel partners, the lifecycle services approach will help:

41 41 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Cisco Partners

42 42 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 Ensuring Your Success 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 Proven Excellence in Design, Integration and Support

43 43 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 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 44 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 (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 45 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00 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 real-time...as 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

46 46 © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialC97-393232-00


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